Help

Help when you need it

We appreciate how important it is in a business environment for you to have accurate, up to date information at your fingertips, and we understand how frustrating it can be when you have a problem.

With this in mind, we've made Internet Banking as easy to use as possible.

Each screen has a 'More Info' link to help specific to that screen. You can also access the main Help index from every screen by clicking on the Help button on the main toolbar. You can also access the main Help (opens new window) index from here.

You can also contact our Helpdesk:

Internet Banking Helpdesk on 0845 300 2924.

Internet Banking Helpdesk – Overseas Callers on +44 (0)131 339 8620.

We are open from 7am to 10pm Monday to Friday and 8am to 6pm Saturday and Sunday.

Using Internet Banking

How do I contact the Internet Banking Helpdesk?
I can't connect to Bank of Scotland Internet Banking. How do I fix it?
What do I do if I can't access any website?
What are the minimum browser requirements?
How can I add a new account?
What is Delegated Access?
How do I apply for delegate users on my account?
How do I amend/delete an existing delegate user?
How do I pay someone new via Business Internet Banking?
Can I access my accounts from anywhere in the world?
How do I pay money into my account?
Can I still use Telephone Banking?
What devices can I use to access Internet Banking?
Do I need any special software?
How can I close my Internet Banking access?
What if my account information looks incorrect?
Can I set up a Direct Debit?
Can I change or cancel a Direct Debit or Standing Order?
How can I view the Internet Banking terms and conditions?
Why does Internet Banking remember my username and password?
Why do I get script errors while using Internet Banking?
Can my account information be viewed by anyone else?
Can I change or cancel a payment that I have instructed?
How many passwords do I need for Internet Banking?
Why is my account information not updating?
Can I change my user name, password, card and card reader?
How do I use my card reader?
Why is there no browser toolbar?
How do I log-off or disconnect?
Can I make International payments in another currency?

How do I contact the Internet Banking Helpdesk?

Helpdesk staff are available from 7am - 10pm Monday to Friday and 8am to 6pm Saturday and Sunday.

You can contact them on 0845 300 2924 (+44 (0)131 339 8620 from overseas).

I can't connect to Bank of Scotland Internet Banking. How do I fix it?

Try accessing another website. If you can connect, but are still unable to connect to Bank of Scotland Internet Banking, please call our Internet Banking Helpdesk on 0845 300 2924 (+44 (0)131 339 8620 from overseas).

What do I do if I can't access any website?

Check your phone line is free and plugged in. If you are using a broadband connection, check your modem is switched on. If your phone line is fine, the problem may be with your Internet Service Provider set-up. You'll need to contact them. We recommend that you contact them directly. To find out who your Internet Service Provider is, look at the top right hand corner of your web browser screen for the name. If you are still having trouble connecting, check which version of browser you are using by selecting Help from your browser menu and then, 'About'.

What are the minimum browser requirements?

Always use the latest version of your web browser (e.g. Internet Explorer, Firefox or Safari). Web browsers often provide a level of inbuilt protection such as anti-virus and anti spyware. However, you should not regard this as a substitute for your own anti-malware products, which still need to be maintained. Using an out of date browser increases the likelihood that someone might be able to exploit a weakness, so having the most up to date version and ensuring that all security patches have been applied is important.

How can I add a new account?

To add an account to a user profile, you will need to complete an Internet User Variation Form.

Alternatively, please call 0845 300 2924.

What is Delegated Access?

You can choose to set different levels of online access for each of your internet banking users, depending on their role and your business requirements. There are three user access levels to choose from: Full access user (for account signatories only); Full access delegate user and View only user.

How do I apply for delegate users on my account?

A potential delegate user will need to register for internet banking - choosing the level of delegate access you have decided best fits their role.

We will then write to the delegate at the business address, the account signatories need to sign this form and return to us.

We will then send out the welcome pack and security device.

How do I amend/delete an existing delegate user?

If you want to remove or amend an existing delegate user, please complete an Internet User Variation Form. This form can be found under ‘Manage Access to Accounts’ in the right hand menu when you have logged into Business Internet Banking.

Alternatively, please call 0800 300 2924.

How do I pay someone new via Business Internet Banking?

You can set up a new recipient from within Business Internet Banking. Simply go to the 'Payments' tab and click on the 'Set up a new recipient' button.

Take a look at the interactive demo to see how to set up a new recipient.

Can I access my accounts from anywhere in the world?

Yes, as long as you have internet access and your card and card reader.

How do I pay money into my account?

There is no change to the way in which you pay money into your bank account. For details visit our Cash Services section. You can also transfer money using Internet Banking from another Bank of Scotland account you have access to.

Can I still use Telephone Banking?

Yes you can still use Telephone Banking as well as Internet Banking.

What devices can I use to access Internet Banking?

Business Internet Banking should run on any web browser with the equivalent functionality of Microsoft Internet Explorer v 7.0 or above. Any device capable of running this software should be able to access Business Internet Banking.

Do I need any special software?

No, Business Internet Banking should run on any web browser with the equivalent functionality of Microsoft Internet Explorer v. 7.0 or above.

How can I close my Internet Banking access?

Access to your accounts using Internet Banking can be stopped immediately by contacting the Internet Banking Helpdesk on 0845 300 2924.

What if my account information looks incorrect?

Call the Internet Banking Helpdesk on 0845 300 2924 to ask for help, or contact your branch regarding any query on the balances or transactions displayed.

Can I set up a Direct Debit?

No, a Direct Debit is set up by the organisation to which funds are to be sent.

Can I change or cancel a Direct Debit or Standing Order?

Yes, simply click on the 'Direct Debit and standing orders' tab, then click on either the 'Amend' or 'Delete' button.

How can I view the Internet Banking terms and conditions?

Review the current Internet Banking terms and conditions.

Why does Internet Banking remember my username and password?

The bank provides a facility to remember your username, which you can choose to use. Some internet browsers have a facility to remember username and passwords in more recent versions. When you first log-in to Internet Banking the browser may ask if you wish your details to be remembered for future use. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the auto complete facility. For Internet Explorer browser users choose Tools then Internet Options, click Content and then under Personal Information click Auto Complete - choose Clear Passwords.

Why do I get script errors while using Internet Banking?

This can occur if your browser has the script debugging facility enabled. If you have already selected this and wish to remove it please refer to the help section of your browser.

Can my account information be viewed by anyone else?

Internet Banking encrypts all information sent between your browser and the bank. Your user name, password and card reader protect your Internet Banking access. Your accounts cannot be accessed without all three. You should be aware that some browsers store Internet pages containing sensitive information, like your bank accounts, locally. This can be viewed by anyone with access to your computer. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the save encrypted pages to disk facility.

Can I change or cancel a payment that I have instructed?

Yes as long as the payment has not already been made.

Simply click on the 'Payments' tab and then on the 'Payments pending' tab, then click either the 'Amend' or 'Delete' button.

Take a look at the interactive demo to see how to amend or cancel a payment.

How many passwords do I need for Internet Banking?

You will be given a user name, card, Personal Identification (PIN) and card reader to use, along with your password. You can change your password at anytime. You will only need one user name and one password, along with your card and card reader at any time. Please keep a note of your original user name however, as you may need it to contact the Helpdesk in future.

Why is my account information not updating?

Your browser is displaying pages stored locally rather than retrieving the correct information from the Bank. Pressing F5 forces most browsers to refresh the page by contacting the Bank's server. This only happens if pages are being stored locally by your browser. It is strongly recommended that you do not use this facility. If you have already selected this and wish to remove it please refer to the help section of your browser relating to the save encrypted pages to disk facility.

Can I change my user name, password, card and card reader?

You are free to change your password at any time. The key to security is your user name, password and card reader. Please ensure that your password is a mixture of letters and numbers and are not derived from obvious personal information that may be known to others and are not connected to each other. For security, your password is not visible to anyone else including Bank of Scotland staff. You should never be asked to, nor should you ever, reveal your password to anyone. You can change your password at any time by clicking on the Change Details link when logged in or ‘Unable to Log on’ from the log in page. Your user name is unique to you and will stay the same. Your card and card reader will only need to be changed when it expires or if it is lost or stolen.

How do I use my card reader?

Using a card reader makes your online business banking as secure as possible and reduces the risk of a fraud attack. The additional levels of security the card reader brings will also allow us to offer other online business related services in the future.

Why is there no browser toolbar?

Internet Banking does not store the pages you see on the screen. They are all generated by the Bank's computers and sent to your browser. This means that the forward and back buttons no longer work in the way you would expect. They have therefore been removed to avoid confusion. All of the toolbar facilities relevant to Internet Banking are provided by the application itself.

How do I log-off or disconnect?

Click on the 'Log out' button - top right of your screen.

Can I make International payments in another currency?

Yes, either online or in-branch. Log on now to make an online international payment using Business Internet Banking. If you're not currently registered for Internet Banking - please register here.