Existing customers FAQs
Got a question about your thinkbanking account? You should find the answers you need here on our customer FAQ page.
If you can't find what you're looking for here, just contact one of our Money Managers on 08444 155 155 and they'll be happy to help.
Your thinkbanking account
- How do I pay money into my account?
- Will I be charged for bounced payments?
- I haven't got my thinkbanking Debit MasterCard® yet - how can I access my money?
- How can I manage my money
- Are you a member of the Financial Services Compensation Scheme?
Your thinkbanking card
- How much money can I withdraw in one day with my thinkbanking card?
- How are my details and money protected when I use my card?
- Can I use my thinkbanking card abroad?
- How do I order a card for my partner?
- How do I report my card lost or stolen?
- I can't remember my PIN - how do I order a reminder?
Online Banking
- How do I register for online banking?
- What equipment do I need to access online banking?
- How much does it cost to access online banking?
Your thinkbanking account
How do I pay money into my account?
You can pay money into your account in several ways. You can set up BACS payments, for example, which is the way most UK workers get paid.
Or you can deposit cash or cheques by going into any Royal Bank of Scotland or Natwest branch with your paying-in-book.
You can also post cheques to us. Click here for our contact details.
Find out more about paying money into your thinkbanking account.
Will I be charged for bounced payments?
Not at thinkbanking. All account charges are included in the monthly operation fee -and with our Money Managers' help, 'bounced' payments shouldn't be an issue.
I haven't got my thinkbanking Debit MasterCard® yet - how can I access my money?
Simply call one of our Money Managers and they'll arrange for you to collect your cash from a bank branch near you.
How can I manage my money?
Managing your money is simple with thinkbanking. You can manage your account online, via automated banking or by using our SMS banking service. And, of course, you can get in touch with one of our Money Managers - they'll be happy to provide any assistance you need.
Read more about managing your account online.
Learn about our phone and SMS banking service.
Are you a member of the Financial Services Compensation Scheme?
Your thinkbanking account is held with The Royal Bank of Scotland (RBS) who are members of the Financial Services Compensation Scheme. The Scheme would pay compensation if the RBS were ever unable to meet its liabilities. As long as you're eligible you could claim, through us, for deposits of up to £85,000 held in your thinkbanking account or any other accounts you hold with RBS. You can get more information by visiting www.fscs.org.uk.
Your thinkbanking card
How much money can I withdraw in one day with my thinkbanking card?
Your daily cash withdrawal limit on your thinkbanking card is £450. This increases to £900 if you've got a joint account (£450 for each card).
Please note: We won't charge for withdrawals you make, but some cash machines will.
How are my details and money protected when I use my card?
The thinkbanking card uses the latest chip and PIN technology, providing you with heightened protection when shopping and making payments. We also employ the latest security measures for fraud detection - helping to ensure your money is safe.
Your card is also protected by the MasterCard® SecureCode™ programme. To find out more about this, click here.
Can I use my thinkbanking card abroad?
Yes. You can use your thinkbanking card in various shops, restaurants and cash machines all over the world. Please bear in mind that you'll be liable for a 2% charge of the transaction amount when using your card abroad.
How do I order a card for my partner?
To order a thinkbanking card for your partner, you'll need a thinkbanking joint account. Just phone 08444 155 155 to speak to one of our Money Managers and they'll be happy to deal with your request.
Read more information on the thinkbanking joint account.
How do I report my card lost or stolen?
To report your card lost or stolen while in the UK, call 08444 155 155. If you need to report your card lost or stolen while abroad, call 0044 161 779 5222.
You can also report your card lost or stolen through our online banking service here.
I can't remember my PIN - how do I order a reminder?
To order a PIN reminder, you'll need to log in to our online banking service and click the 'Order pin reminder' button on your online banking homepage. If you've not yet signed up to our online banking service, please call us on 08444 155 155.
Online banking
How do I register for online banking?
As a thinkbanking customer, you'll have access to our state-of-the-art online banking system.
If you've not registered yet, click here to register online. Or simply text the word 'NET' along with your email address to 81122 and we will send you an email containing your registration details.
Alternatively, why not give one of our Money Managers a call on 08444 155 155 and register that way?
What equipment do I need to access online banking?
All you need to access our online banking system is a computer, an internet connection and a suitable web browser (Windows Internet Explorer, Mozilla Firefox, Opera, Safari, Google Chrome, etc.).
If you experience any problems accessing your online account, please call our Technical Support Team on 0845 056 6991.
How much does it cost to access online banking?
We don't charge you anything to access our online banking system. It's completely free.
However, your internet service provider may charge for your connection. Please check with them for details on rates.
More online banking FAQs
We've got a comprehensive guide dedicated to online banking FAQs where you can read detailed answers to your questions. You can view this by logging in to your online account.