Internet banking - FAQs
How do I register for internet banking?
If you are an existing thinkbanking customer, you can now manage your finances online. If you haven't already registered for internet banking, text NET and your email address to 81122 and we will email you details for you to register. Alternatively you can speak to a Money Manager to register on 08456 34 34 99.
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What can I use think banking internet banking for?
Think banking internet banking is available to you free of charge, it’s safe and it lets you:
- Tell us about new, or change existing direct debits
- Arrange to set up or amend standing orders
- Tell us about new incomes
- Arrange to amend existing incomes
- Order PIN reminders
- View recent transactions and statements
- View the balance on your accounts
- Make one off payments
- Report your card lost or stolen
- Order paying-in books
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Do I need special equipment to use internet banking?
There are no special software requirements and it can be used on any computer as long as you’re connected to the internet and have a suitable web browser (Windows Explorer version 6 is minimum recommended).
If you’re experiencing any difficulties, you can contact the Technical Support Team helpdesk on 0845 056 6991.
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Will I be charged to use think banking internet banking?
We won’t charge you anything. There’s no set-up charge or fees, our internet banking service is offered to you entirely free of charge. Although, if you use a dial-up internet connection, you’ll still pay for the cost of the call; you can check your rates with your Internet Service Provider.
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Is it safe to use?
Yes, you can be assured that for the protection of all our customers we use a wide range of security measures, including encryption technology, to keep our internet banking system secure.
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What’s the difference between my User ID, Password and Memorable Information?
All three pieces of information are vital to the security of your account and you’ll need all three to be able to log-on to your thinkbanking internet banking sessions.
User ID – this reference is unique to you. It will be allocated and posted to you when you first register for internet banking and cannot be changed. Both account holders to a joint account will receive their own unique User ID.
Password – when you register for internet banking we will send you a password. The first time you use internet banking you will be asked to change this to one of your own choice. Your password is vital to the security of your account – it is how we know that it’s you accessing your details online, never write it down and do not share your password with anyone – not even joint account holders.
Memorable Information – The first time you log-in you will also be asked to choose three pieces of Memorable Information. For additional security, each time you use internet banking you will be asked to provide three characters at random from your Memorable Information once you have passed the User ID and Password stage.
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What if I can’t remember my security details?
If you’ve forgotten your User ID, you will find it printed on the first letter we sent you during registration. This letter includes a handy card which you can use to write down your User ID and keep it with you. If you no longer have a copy of the letter, our Technical Support Team will be happy to help and are available on 0845 056 6991.
If you forget your password, just follow the link ‘Can’t remember your Password’ at the log-in stage – you’ll be asked to enter your User ID and email address, and once you’ve answered the security questions we’ll display half your password on-screen and email you the rest.
Our Technical Support Team is available on 0845 056 6991 if you need further help and assistance.
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I’ve entered the wrong security details, what do I do?
If you fail to provide the correct answers to the security questions on three occasions, your online account will become locked. If this happens, you should contact the Technical Support Team helpdesk on 0845 056 6991, who can help you to get back online.
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How long can I see my records for?
You can view and print the last three months transactions for both your Salaries Account and Card Account online. Your regular monthly statements will continue to be posted to you as usual. Please bear in mind that the statements you can print online are not intended to be suitable for official verification of identity purposes.
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How can I make my next log-on easier?
There are a number of things you can do to make logging on even easier, while still keeping it secure:
Remember your User ID on your computer
You have the option to save your User ID to your computer. This means that your computer will automatically display your User ID every time you go to log-in. To do this, select the ‘Remember Me’ tick box when you next use internet banking. For security reasons, this feature is not recommended if you use a shared or public computer.
Change your Password and Memorable Information
Choose a Password and Memorable Information that’s easy for you to remember. To do this select 'Change my details’ on the left hand menu once you’re in your internet banking session. Remember though to be security conscious, it’s important not to use information that others might find easy to guess.
Log-in regularly
Not only will this help you to keep track of your finances, but the log-in process will start to feel more familiar each time you do.
What should I do when I’ve finished using internet banking?
For security reasons, you must always log off at the end of your internet banking session. You will find the ‘Log off’ link in the top right hand corner of every page. If you are using a shared or public computer, we would also recommend that close down the browser session once you’ve finished.
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Still have an internet banking query unanswered?
If you still do not have the answer to your technical question, call 0845 056 6991 for further assistance. Lines are open between 8:00 am and 8:00 pm Monday to Thursday, 8:00 am to 6:30 pm on Fridays and 8:00 am to 12:00 pm on Saturdays.
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