Bank of Cyprus - Online Banking FAQs

Online Banking FAQs

Online Banking Frequently Asked Questions

Registration
How do I apply for Online Banking?
How do I contact Bank of Cyprus UK?
What happens once I send you my completed application form?

General
What do I need to go online?
Which services will I have access to online?
Can I use Online Banking when I am abroad?
How do I cancel the Online Banking service?
Can I use Online Banking without a Digipass®?
How do I get help using Online Banking?
Why is there sometimes a problem with the site?
What is the difference between available balance, current balance and the balance on my transaction history?
Can I update personal contact details online?
How do I add a new account to Online Banking?
How do I request a new overdraft or change to my existing overdraft limit?
Can I access my old statements via Online Banking?
How do I obtain a copy of Adobe® reader to view my statements?
Can I access foreign currency accounts via Online Banking?
Can I grant someone else access to my account?
How much does Online Banking cost to use?

Logging On
I find it difficult to remember my log on details. What should I do?
I've forgotten my log on details, what should I do?
How do I change my Online Banking passcode?
Why doesn't my User ID work when I try to log on to Online Banking?
Why didn't my log on details get saved last time I logged on to Online Banking?
What should I do if I am having problems logging on to Online Banking?

Security
Is Online Banking secure?
Do I need special software to use Online Banking?
What is a Digipass®?
What should I do if I lose my Digipass®?
Why do I sometimes get a browser warning when using Online Banking?
Why do I get logged out of Online Banking after a period of time?

Payments
How do I transfer money or make a payment using Online Banking?
How do I pay my bills using Online Banking?
How long do payments take to be made using Online Banking?
I set up a future dated payment but it's not showing on Online Banking.
Can I transfer funds across currencies?
Can I view and manage my Direct Debits and standing orders in Online Banking?
Will online transactions appear on my statements?
What if my joint account needs more than one signature for payments?

Online Banking for Businesses
Can I export the Transaction History on any of my accounts to my accounting package?
Can I import a payments file from my accounting package?
What is dual control?
What are Access Levels?
How do I change my Access Levels?
How do I pay my employees' wages/salaries using Online Banking?

Registration

How do I apply for Online Banking?
Simply complete an application form and return it to us.

How do I contact Bank of Cyprus UK?
We can be contacted in the following ways:

By telephone	0845 850 5555 (+44 20 8267 7343 if 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.
By email	customerservice@bankofcyprus.co.uk
In writing	Bank of Cyprus UK Customer Service Centre PO Box 17484 87 Chase Side London N14 5WH

What happens once I send you my completed application form?
Once we have verified your identity and signature, you will receive a User ID and then a passcode by post. These will enable you to log on to 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

What do I need to go online?
To use Online Banking you will need access to a computer which is connected to the internet and complies with our Minimum system requirements which can be viewed on our website.

Which services will I have access to online?
Online Banking allows you to manage your account online, including the options to view your transactions, make transfers, payments and much more. A detailed list and description of the features of Online Banking is available on our website.

Can I use Online Banking when I am abroad?
Online Banking can be accessed from almost any computer with internet access, anywhere in the world. Remember to take your Digipass® with you when travelling so that you can still make payments if you need to.

How do I cancel the Online Banking service?
You may cancel your Online Banking service or online access to any account by calling Customer Service or by writing to us. If you have a Digipass®, you must return it to us. We require a minimum of 48 hours notice to carry out your instructions.

Can I use Online Banking without a Digipass®?
With the exception of making Transfers or Payments, you will be able to use all the features of Online Banking without a Digipass®.

How do I get help using Online Banking?
When you log on to Online Banking, Help screens available on each page of Online Banking, 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.

Why is there sometimes a problem with the site?
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.

What is the difference between available balance, current balance and the balance on my transaction history?
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.

Can I update personal contact details online?
You can update your contact details in the Personalisation section of Online Banking.

How do I add a new account to Online Banking?
If you wish to add an existing account to your Online Banking account list you can obtain the relevant form from the bank. . 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.

If your new account is for a company, sole trader, partnership, society club, association or trust you should use the form 'Request to add a new account to existing business user(s) for Online Banking' additionally to the account opening mandate.

How do I request a new overdraft or change to my existing overdraft limit?
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. You will then be contacted by the bank to discuss and confirm your requirements.

Can I access my old bank statements via Online Banking?
Using Adobe® Acrobat Reader , you can download your previously issued statements going back 2 years and also save and print them if required.

How do I obtain a copy of Adobe® reader to view my statements?
Adobe Reader can be downloaded free from www.adobe.com

Can I access foreign currency accounts via Online Banking?
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.

Can I grant someone else access to my account?
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). If you have a business account the Access Level can be chosen for the user accordingly. The Access Levels available are detailed on the Online Banking application form for business customers. If you have a personal account the additional user will be given view only access, unless they have third party authority on your account.

How much does Online Banking cost to use?
Online Banking is free to use. Transaction charges apply and can be viewed on our website under Rates and Charges.

Logging On

I find it difficult to remember my log on details. What should I do?
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.

I've forgotten my log on details, what should I do?
Contact Customer Service to request a reminder of your User ID and a new passcode. These will be sent to you by post.

How do I change my Online Banking passcode?
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.

Why doesn't my User ID work when I try to log on to Online Banking?
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.

Why didn't my log on details get saved last time I logged on to Online Banking?
The Online Banking site is designed so that your log on 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.

What should I do if I am having problems logging on to Online Banking?
If you are unable to view the Online Banking site, check that the computer you are using meets the Minimum system requirements that are listed on our website and that you are connected to the internet. 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

Is Online Banking secure?
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 log on details secure and confidential. Please visit our website and click on Security for more information.

Do I need special software to use Online Banking?
All you need is a computer and internet access. However your computer should meet the Minimum system requirements, which are listed on our website. To make transfers and payments via online banking you will require a Digipass® that you will receive from the bank.

What is a Digipass®?
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 .

What should I do if I lose my Digipass®?
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®.

Why do I sometimes get a browser warning when using Online Banking?
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.

Why do I get logged out of Online Banking after a period of time?
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

How do I transfer money or make a payment using Online Banking?
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.

How do I pay my bills using Online Banking?
You can pay your UK bills via the Make a Payment option either as a single transaction or group of payments. 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. For international or same day UK value payments you can transfer funds by SWIFT. A fee will be payable for all SWIFT payments, and you will be reminded of the fee before confirming a payment instruction. Both options can be found in the Payments section of Online Banking.

How long do payments take to be made using Online Banking?
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 5.00pm 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.
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.

I set up a future dated payment but it's not showing on Online Banking.
A future dated payment will 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.

Can I transfer funds across currencies?
Same day transfers can be made between your own accounts in different currencies. The day's exchange rate will be applied automatically. A limit applies to business accounts for cross currency transfers, however there is no limit to how many transfers you make provided you have available funds. A total limit of £25,000, subject to available funds, applies to transfers made out of working hours (after 5.00pm and before 9.00am, as well as on weekends & bank holidays).

Can I view and manage my Direct Debits and standing orders via Online Banking?
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.

Will online transactions appear on my statements?
All transactions that you execute online will appear on your printed bank statement as well as your Online Transaction History.

What if my joint account needs more than one signature for payments?
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.

Online Banking for Businesses

Can I export the Transaction History on any of my accounts to my accounting package?
You can export your transaction history in the following formats: PDF, HTML, XML, RTF (document), CSV (spreadsheet).

Can I import a payments file from my accounting package?
Yes, provided your file is in the correct format. Further details can be found on the Help screen via the Online Banking site or by contacting Customer Service.

What is dual control?
This is a security feature that can be applied to business accounts, so that more than two users are required for payments. One user is able to initiate payments only. When submitted, a payment remains pending until it is authorised by a user who can only authorise payments but not initiate them.

What are Access Levels?
Users who access business accounts can be assigned different levels of access to protect accounts when dual control is required for transfers and payments. The Access Levels available are detailed on the Online Banking application form for business customers.

How do I change my Access Levels?
If you access business accounts you can request a change in Access Level by completing the relevant form, which can be obtained from the bank. If you access personal accounts only, you will be given full access to each account, however you have the option to restrict your User ID to View Only for any account if you prefer, by letting us know on your application form.

How do I pay my employees' wages/salaries using Online Banking?
BACS payments to your employees' UK bank accounts can be made via Online Banking using the Make a Payment option.