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Santander Online Banking

Frequently Asked Questions (FAQs)

In this section, you can view answers to Frequently Asked Questions about the features of the Santander Online Bank. For questions about One Time Passcode please click here.

Once all of your questions have been answered, click "close".

What are the main features of the enhanced Santander Online Banking service?

The key new features of the Santander Online Banking service are listed below. Some of them are described in further detail in other FAQs:

  • Fresh new look: The new site features a simple navigation structure. The site has eight tabs along the top of the site so you can easily navigate to the correct section. The tabs include 'My Accounts & Transactions' , 'Payments' and 'Account Services'.
  • e-Documents: This feature allows you to view statements and other documents in PDF format online. You can also help the environment by turning off paper statements, which we strongly recommend you do.
  • View your credit card online: If you hold a Santander branded credit card, you will now be able to view your card online, instead of having to log on to a separate site.
  • Manage your credit card online: If you hold a Santander branded credit card and it becomes damaged, you will be able to order a replacement card online. If you forget your PIN, you can order a new one to be sent to you in the post.
  • Manage your debit card online: You will be able to manage your debit card online by use of the order replacement card and request new PIN functionality.
  • Quick transfer: On the key pages of the enhanced Online Banking site, you will find the simple and easy-to-use "Quick Transfer Box". Quick transfer provides an easy way to make a one-off payment/transfer to leave today to someone you have paid before or to another of your Santander accounts.
  • Faster Payments: When you move money electronically to another UK bank, in most instances the funds will be available to use the same day. Please note that the transactions have to fall within the limits of both the scheme and our bank.
  • Secure messages: When you log on you'll be able to view secure messages we have sent to you in the 'Help and Contact Us' tab.
  • Change address and other personal details online: If you change address or other personal details, there's no need to go into branch or print off a form. Instead, you can submit your new personal information online.

Don't forget that, in the enhanced Online Banking site, you will still be able to avail of these useful existing features:

  • Change your Personal ID
  • Change your Passcode and Registration number
  • Pull money in from an external account
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Why have you made these changes?

We have listened to our customers and added new facilities that will help make the management of your bank account online better, by adding features like paperless statements, improved security and the option to manage your Santander credit card.

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Will I be able to view my credit card online?

If you hold a Santander-branded credit card then you will be able to view your credit card online alongside your Banking and Savings accounts. You will be able to view your latest statement, manage automatic payments into your credit card account, order replacement cards, and much more.

If you currently service your Santander credit card in a separate site, the good news is that you can now do all this from Santander Online Banking which offers the same capability and level of service.

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Which other accounts will I be able to view online?

As well as bank accounts, savings accounts and Santander branded credit cards, if you open our Flexible Mortgage product you also will be able to view this account online.

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Why do I need to choose an Image and Phrase and how will they be used?

When you upgrade to the enhanced service, for security reasons, we will ask you to choose an image and a phrase. On every subsequent log on, after you have entered your ID, we will identify ourselves to you by showing you your unique image and phrase combination. Only when you see this combination should you enter your other security details. If your image and phrase are not shown, it may indicate that you are not on a genuine Santander site and thus you should NOT enter your security details.

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How do I use Quick Transfer to move money from my accounts?

On the key pages of the enhanced Online Banking site, you will find the simple and easy-to-use "Quick Transfer Box". Quick transfer provides an easy way to make a one-off payment/transfer to leave today to someone you have paid before or to another of your Santander accounts. If the transaction qualifies as a Faster Payment (see below), the payment will arrive within 2 hours.

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What is Faster Payments?

When you move money electronically to another UK bank, in most instances the funds will be available to use the same day (within 2 hours of sending). Please note that the transactions have to fall within the limits of both the scheme and our bank and the recipient bank must be able to accept Faster Payments. Faster Payments transactions will arrive within 2 hours instead of the current three working days using the existing BACS system. We will tell you on the transaction summary page if the payment was sent by Faster Payments. Standing Order payments to an existing recipient will be sent by Faster Payments.

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What is e-Documents and will I be able to turn off paper statements?

We will store copies of your statements and other correspondence we send you in the e-Documents section of the Online Bank. Your statements and letters will be stored in Adobe Acrobat PDF format.

Each time we add an e-Document to your message store we will send an email to your email address (as long as you have supplied us with an up-to-date email address).

You can also choose to 'Go Green' by switching off your paper statements and other documents we would otherwise send by post. A PDF version of these documents will appear in your e-Document store as soon as they are available.

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How many transactions will I be able to view online and how has search improved?

Before, you were restricted to viewing your last 200 transactions online. With the new site you will be able to view your last 2 years' worth of transactions. We have also improved our transaction search functionality allowing to search between two dates that your specify. Our download functionality has also improved. You will be able to download using the Adobe Acrobat (PDF) format.

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What functionalities are available through ‘Account Services’?

In the 'Account Services' tab, you will find the 'Account requests' left-hand menu item. Here you can manage your debit and credit cards, order tax certificates and request account stationery.

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Does the enhanced site use One Time Passcode (OTP)?

Yes. Like the current Santander e-Banking service, the enhanced site uses One Time Passcodes for your security. More information about OTP is shown in the section below.

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How do I complete the upgrade to the enhanced site?

If you have been invited to upgrade to the new site, you should follow the on-screen instructions. If you have not yet been invited to upgrade, then you do not need to do anything now.

Remember, Santander will never send you an email asking you to enter, reconfirm or change your security details.

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FAQs about One Time Passcode (OTP)

In this section, you can view answers to Frequently Asked Questions about One Time Passcode (OTP)

What is One Time Passcode?

At Santander, we take the security of your money and your identity very seriously. One Time Passcode (OTP) is a security measure providing you with greater online banking protection. The good news is that you only need to register a mobile phone number with us to use it, and will not have to remember any new passwords. OTP is only used where you want us to set up new payment instructions (for the first time only), or change some important information (like your contact details).

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How does it work?

For certain high security transactions, such as making a payment to a new recipient, when you reach the 'Confirm details' stage of the transaction, we will send you a text message containing a "One Time Passcode". Simply enter this code in the on-screen box provided to authorise and complete the transaction. OTP provides additional protection because it is unlikely a fraudster will be able to capture both your internet log credentials and your mobile phone.

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Can I see how OTP works by viewing a demo?

Click OTP Demo to view a demo of how One Time Passcode works.

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Which transactions require OTP?

You will NOT need to enter an OTP for the majority of most commonly used online banking transactions. For example, you won't need to use OTP to log on, make a payment to someone you've paid before or to view your balance or transactions. You will need to use OTP for high security transactions such as making a payment to a new recipient, to change your address or to order a new debit card PIN.

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How quickly will I receive a Passcode via text message?

When you perform a transaction that requires OTP, when you reach the 'Confirm details' screen, you will immediately be sent an OTP which you should receive in seconds. In exceptional circumstances it could take a couple of minutes depending on network coverage. The OTP code is only valid for the current transaction so you don't need to memorise it.

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What happens if I change my mobile number?

If you need to change your mobile number in the future you will be able to change it from within the online bank (by clicking on the 'My Details & Settings' tab). As a security precaution, you will be sent an OTP to your old mobile to authorize the change.

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Why is Santander using One Time Passcodes instead of card readers?

Some UK financial companies are using card readers to generate dynamic passcodes when customers perform high-risk transactions. This involves sending customers a card reader device which they need to keep with them when using online banking. For your convenience, we have decided to use your mobile phone so that there is no need to carry around an additional device.

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How do I use One Time Passcode if I do not have mobile phone coverage?

OTP can only be used in conjunction with a registered mobile phone with network coverage. However, don't forget that the majority of commonly used online banking transactions do not require OTP. If you do not wish to use a mobile phone then you can still make a payment to a new recipient using your branch or telephone banking service. Once a new recipient is set up, subsequent payments to that recipient can be made online without OTP.

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Will it cost me anything to receive a text message?

Santander will not charge you for receiving an OTP message. At time of writing, most UK mobile providers do not charge you to receive text messages, even when abroad. However, you should check with your mobile phone provider to confirm whether or not you would be charged.

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What happens if I’m overseas?

You can receive OTP overseas if your handset and SIM card allow global roaming and the country you are in operates a compatible network. Please check with your mobile phone service provider before you leave for further information about global roaming.

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What will happen if I get the code wrong?

If you enter the code wrong 3 times, you will need to start the payment setup again and request a new OTP Passcode.

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How do I complete the upgrade to the enhanced site?

If you have no further questions, you can close the FAQs window and follow the steps on-screen. If you have not yet been invited to move to the new site, you will not need to do anything now. If you have been asked to move to the enhanced Santander site, follow the on-screen instructions.

Remember, Santander will never send you an e-mail asking you to enter, reconfirm or change your security details.

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