Online Banking FAQs

Registration
Q. How do I apply for Online Banking?
A. Simply complete an application form, which can be printed from our website (personal customers, business customers) or contact Customer Service to send you a form.
Q. How do I contact the Bank of Cyprus UK?
A. We can be contacted in the following ways:
  • Telephone – 0845 850 5555 or 0044 20 8267 7343 if you are calling from abroad. Lines are open 9.00am to 5.00pm Monday to Friday and 9.30am to 12.30pm Saturdays. Calls from a BT landline will be charged at local rate. Calls from other networks and mobiles may vary. Calls may be recorded for quality and training purposes.
  • Email – customerservice@bankofcyprus.co.uk
  • In writing – Bank of Cyprus UK, Customer Service Centre, PO Box 1784, 87 Chase Side, London, N14 5WH
Q. What happens once I send you my completed application form?
A. Once we have verified your identity and signature, you will receive a User ID and a Passcode by post. These will enable you to log onto Online Banking. You will have to telephone Customer Service to activate your Passcode. If you have access to make Payments or Transfers, we will also send you a Digipass®. This too will for your own protection need to be activated by you before you can make any payments or transfers.
General
Q. What do I need to go online?
A.

To use Online Banking you will need access to a computer which is connected to the internet and complies with our Minimum system requirements:

·          Pentium III 350Mhz 64Mb RAM or higher, with VGA colour display

·          Hard drive: 300Mb minimum of free disc space

·          Operating system: Microsoft Windows 2000/XP or later

·          Connection: Minimum 56k voice/fax modem

·          The latest version of your preferred Internet Browser, e.g. Microsoft Explorer or Mozilla Firefox  

Q. Which services will I have access to online?
A. Online Banking allows you to manage your account online, including the options to view your transactions, make transfers, payments and much more.
Q. Can I use Online Banking when I am abroad?
A. Online Banking can be accessed from almost any computer with internet access, anywhere in the world as long as the computer meets our minimum system requirements. Remember to take your Digipass® with you when travelling so that you can still make payments if you need to.
Q. Can I use Online Banking without a Digipass®?
A. With the exception of making Transfers or Payments, you will be able to use all the features of Online Banking without a Digipass®.
Q. How do I get help using Online Banking?
A. When you log on to Online Banking, Help screens are available on each page of Online Banking and should answer any questions you may have and guide you through how to use the service. If your query is not answered on the Help screens, contact Customer Service for assistance.
Q. Why is there sometimes a problem with the site?
A. Online Banking may be temporarily unavailable at times due to scheduled system maintenance, which we endeavour to perform on a non-working day to minimise disruption to the service, but occasionally we may have to carry out maintenance at other times.
Q. What is the difference between available balance, current balance and the balance on my transaction history?
A. Your available balance is the amount of cleared funds available to you. It takes into consideration any overdraft limit and reserved funds on your account that have not yet been applied (such as debit card authorisations and pending payments). The balance that is described as current balance on the account info screen is your statement balance which also shows on your transaction history. It includes funds that have not yet cleared, and does not include any overdraft limit or reserved funds.
Q. Can I update personal contact details online?
A. You cannot update your contact details in Online Banking. However you can use the secure message service to send the bank any changes in your contact details. To send a secure message click on the tab ‘Messages’.
Q. How do I add a new account to Online Banking?
A. If you wish to add an existing account to your Online Banking account list you can obtain the form ‘Request to add personal account(s) to Online Banking’ from our website, contacting our Customer Service department or picking one up from our branch. The completed form should be returned to Customer Service. If you are opening a new account and wish to add it to your Online Banking account list complete the relevant section on the account opening mandate.
Q. How do I request a new overdraft or change to my existing overdraft limit?
A. In the Account Services section of Online Banking you can complete the on screen request for a change to your overdraft limit or to request a new one by selecting the option ‘Apply for a formal overdraft facility’. You may then be contacted by the bank to discuss and confirm your requirements.
Q. Can I access my old bank statements via Online Banking?
A. Using Adobe® Acrobat Reader, you can download your previously issued statements going back 2 years and you can also save and print them if required.
Q. How do I obtain a copy of Adobe® reader to view my statements?
A. Adobe Reader can be downloaded free from www.adobe.com
Q. Can I access foreign currency accounts via Online Banking?
A. All foreign currency accounts can be accessed online, simply list the account(s) you wish to access on the application form when you apply for Online Banking. If you already have access to Online Banking, you can obtain the relevant form from the bank to request the account(s) to be added to your existing User ID.
Q. Can I grant someone else access to my account?
A. If you want to allow someone else to access your account online, an Online Banking application form should be completed by the user and signed by you (the account holder). Only View Only access is given to User’s that are not the account holders of a personal account.
Q. How much does Online Banking cost to use?
A. Online Banking is free to use. Only transaction charges apply which can be viewed on our website.
Q. How do I cancel the Online Banking service?
A. You may cancel your Online Banking service or online access to any account by calling Customer Service, writing to us or sending a secure message via Online Banking. If you have a Digipass®, you must return it to us. We require a minimum of 48 hours notice to carry out your instructions.
Logging On
Q. I find it difficult to remember my log on details. What should I do?
A. Your User ID will be sent to you in a letter, printed on a detachable card. You can keep this card with you, but do not write your Passcode on the same card in case it is seen by someone else. The Passcode we send you can be changed after logging on to Online Banking and this means you can choose a Passcode that you find easy to remember, as long as it is not easy for others to guess. Advice on how to stay secure can be found on the Security page of our website.
Q. I've forgotten my log on details, what should I do?
A. Contact Customer Service to request a reminder of your User ID and to send a new Passcode. These will be sent to you by post.
Q. How do I change my Online Banking Passcode?
A. After logging on (using the Passcode sent to you by Bank of Cyprus UK), you can change your Passcode in the 'Personalisation' section of Online Banking. Your password should be a minimum of 8 characters long, include at least one capital letter and one number.
Q. Why doesn't my User ID and Passcode work when I try to login to Online Banking?
A. Check that you are typing your User ID correctly. However it may be that your User ID is inactive and you should contact Customer Service for assistance.
Q. Why didn't my log on details get saved last time I logged on to Online Banking?
A. The Online Banking site is designed so that your login details are not saved. This is to ensure maximum security, especially when you log on from a computer that can also be used by others. When you use a public computer, be on the look out for anyone who may be looking over your shoulder or watching as you enter sensitive passwords to collect your information.
Q. What should I do if I am having problems logging on to Online Banking?
A. If you are unable to view the Online Banking site, check that the computer you are using meets the Minimum system requirements for Online Banking. If you are logging on then seeing an error message saying 'invalid User ID' or 'invalid Passcode', check that you are typing your log on details correctly. It may be that Online Banking is temporarily unavailable; therefore you should try logging on again after a short time. If you are not sure why you are experiencing problems logging on, contact Customer Service for assistance.
Security
Q. Is Online Banking secure?
A. Bank of Cyprus UK uses the most up to date security to ensure that your accounts are safe. As an Online Banking user you are responsible for keeping your login details secure and confidential. Please visit our website and click on Security for more information.
Q. Do I need special software to use Online Banking?
A. All you need is a computer and internet access. However your computer should meet the Minimum system requirements. To make transfers and payments via online banking you will require a Digipass® that you will receive from the bank.
Q. What is a Digipass®?
A. A Digipass® is a small security device which generates a unique code that changes every 30 seconds. Together with a User ID and Passcode, it is used with Online Banking to provide a highly secure service.
Q. How much does a Digipass® cost?
A. Digipasses are free for all customers. Charges may apply when requesting a replacement Digipass®.
Q. What should I do if I lose my Digipass®?
A. Contact Customer Service immediately to disable your Digipass®. You will be sent a replacement Digipass®, for which there will be a fee payable. You will be unable to make payments or transfers online until you receive your replacement Digipass®.
Q. Why do I sometimes get a browser warning when using Online Banking?
A. As you are accessing a secure site, and depending on the security settings of the browser you are using, you may see a customary warning message that relates to viewing secure pages, asking you if you wish to proceed. If the message looks unfamiliar you should seek advice from an IT professional.
Q. Why do I get logged out of Online Banking after a period of time?
A. For extra security, the Online Banking site has a time-out feature that becomes operative if the site it is not used for longer than 10 minutes. If you plan to leave the computer you are using whilst you are logged on to Online Banking, for your own protection it is best to log off.
Payments
Q. How do I transfer money or make a payment using Online Banking?
A. In the Payments section of Online Banking, select the type of transfer you wish to execute and complete the necessary fields on the screen. Refer to the online Help for guidance.
Q. How do I pay my bills using Online Banking?
A. You can pay your UK bills via the Make a Payment (BACS) option. Bills can only be paid from a GBP current account. A fee will be payable depending upon the type of account you operate. Please see the tariff on our website for details.
Q. What is a Faster Payment?
A. A Faster Payment is another way to transfer money to another UK bank or pay a bill. Funds can take up to a maximum of two hours to complete provided they are submitted by 4.00pm on a working day. Currently only business accounts are able to make a Faster Payment.
Q. How do I send an international payment?
A. To send an international payment click on the payment option ‘CHAPS / SWIFT payment’ from the menu ‘Payments’.
Q. What information do I need to make an international payment?
A.

·          European payments – Payments made within the European Union require an IBAN number and a SWIFT code

·          United States of America – a routing transit number (RTN), SWIFT code and account number.

·          Rest of the World – Account number or IBAN number if applicable and a SWIFT code

Q. What is a CHAPS payment?
A. A CHAPS payment is a same day UK transfer. To make a CHAPS payment click on the payment option ‘CHAPS / SWIFT payment’ from the menu ‘Payments’.
Q. What is a SEPA payment?
A. A SEPA payment allows you to make a one off non urgent Euro transfer to a beneficiary inside the Euro zone. SEPA covers transactions between the 27 countries of the European Community as well as Iceland, Liechtenstein, Norway and Switzerland. SEPA payments take a maximum of three days to reach the beneficiaries.
Q. How long do payments take to be made using Online Banking?
A. Subject to available balance:

·          Transfers between your own Bank of Cyprus UK accounts are instant, as are transfers to other Bank of Cyprus UK customers, provided they are submitted by 5.45pm on a working day.

·          BACS payments (including bill payments) to other UK banks take 3 working days, provided they are submitted by 4.00pm on a working day.

·          Faster payments can take up to a maximum of 2 hours to complete provided they are submitted by 4.00pm on a working a day.

·          SWIFT payments to other UK bank accounts reach the beneficiary's account on the same day, provided you submit the payment by 3.30pm on a working day.

·          SWIFT payments to overseas bank accounts take approximately 2 working days when submitted by 2.30pm. If you submit a payment after the cut off time, it will be made the following working day

Q. I set up a future dated payment but it's not showing on Online Banking.?
A. A future dated payment will only show on your transaction history from the day it leaves your account. Before then, the status of a future dated payment can be viewed via the Online Transaction Status option.
Q. Can I transfer funds across currencies?
A. Transfers can be made between your own accounts in different currencies but require two working days to clear. The day's exchange rate will be applied automatically. A limit applies for cross currency transfers, however there is no limit to how many transfers you make provided you have available funds. A total limit of £250,000, subject to available funds, applies.
Q. Can I view and manage my Direct Debits and standing orders via Online Banking?
A. Standing orders can be set up, viewed, amended and cancelled online. Direct Debits can be viewed and cancelled, but a signed mandate from the direct debit originator addressed to the bank is required to set up a new Direct Debit.
Q. Will online transactions appear on my statements?
A. All transactions that you execute online will appear on your printed bank statement as well as your Online Transaction History.
Q. What if my joint account needs more than one signature for payments?
A. Accounts that require more than one signature for any payments will also require an equal number of users to be given online access to that account for payments to be made via Online Banking. This means each account holder should complete an Online Banking application form. Otherwise Online Banking access will be restricted to viewing joint accounts only.
Text Services
Q. What is Text Services?
A. Text services allows you to subscribe (or amend existing subscriptions) for text alerts. By doing this you will receive account updates by text alerts to your mobile phone.
Q. How much does it cost to subscribe to a Text service?
A. Currently all text services are free.
Q. How much is it to send an on demand text?
A. The cost of sending an on demand text is subject to cost provided by your network provider. Any text messages that you receive in the UK are free. If you are abroad charges may apply subject to your network provider. If you wish to cancel a service while abroad please see the help page for guidance.

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