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Online Banking FAQ


Answers to commonly asked questions about our online banking service


Online Banking FAQ

Answers to commonly asked questions about our online banking service

Do you have a question about or an issue with online banking? Please check below for answers to our most frequently asked questions. Click on the question to open the answer.

If you cannot find what you’re looking for, please contact your Relationship Manager or the Bank Helpdesk on +44 (0) 1933 304777. Alternatively, click on the phone icon in the header area of any page and use the 'Contact Us' button for more options.
 

Updates and changes

Update: 31st August 2016 - Set Account Preferences

You can now set your accounts in the order you would like them to be displayed online, by selecting ‘Settings’ then ‘Set Account Preferences’.

You can then set the accounts in your preferred order. You do not need to order all of your accounts.

Save your preferred list. Your preferred order will then show on the home page and relevant dropdowns, when you next logon.

If further assistance is needed, please call the Bank Helpdesk on +44 (0) 1933 304777.

Update: 23rd June 2016 - Bulk Payments

When a Bulk payment file is loaded you will now be taken to the ‘File Import View’ screen where the file status can be seen and any errors identified.

If the status is ‘File error’ the file will need to be corrected and uploaded again. If further assistance is needed, please call the Bank Helpdesk on +44 (0)1933 304777.

Update: 10th June 2016 - Payment references

From the 10th June, payment references will be retained for future payments to the same beneficiary. The reference can also be changed and the updated details will be saved.

Update: 10th June 2016 - New Beneficiary Details

You can make a payment to a new beneficiary immediately after it has been created, by clicking ‘Make Payment’.

The details will also prepopulate.

Update: 1st June 2016 - Simplified Searches

The following change to the Search feature has been implemented.

1. The last 30 days entries can be found by clicking on the account number/name in the summary on the Home Page.

1-Simple-Search.jpg

2. You can now enter letters into the beneficiary name field to speed up the search process.

2-Simple Search.jpg

Update: 1st June 2016 - New Beneficiary Confirmation

The following Screen Change has been implemented.

For ease of use the One Time Password and Transaction PIN are both now shown on the same page. If you are unable to remember your transaction PIN please contact Weatherbys Bank on +44 (0)1933 304777 for assistance.

1-New-Benficiary.jpg
2-New-Benficiary.jpg

Accessing the online bank

How do I access the online banking website?

The online banking sign-in page can be accessed from the Weatherbys website (https://weatherbys.co.uk) by clicking on the login button at the top of every page

Is my internet browser compatible?

For the most efficient and secure browsing experience we recommend your Web Browser is kept up-to-date. For desktop browsing, the Google Chrome or recent version of the Internet Explorer browsers provide the best performance.

Visit https://updatemybrowser.org or see the attached document for more information.

Do I have to log out of online banking?

We recommend that you always log out of online banking when you have finished for security reasons.

I have forgotten my Password/Transaction PIN. How can I get this reset?

Call the Bank Helpdesk on +44 (0) 1933 304777 to request a reminder of your password or PIN.

I have locked out my online banking access. How do I unlock it?

Call the Bank Helpdesk on +44 (0) 1933 304777

Logging in

How do I login - existing customer? [includes video tutorial]

Here is a short video tutorial to illustrate the process.

How do I login - new customer? [includes video tutorial]

Here is a short video tutorial to illustrate the process.

I receive a message saying ‘You have entered invalid security details’

If either the User ID or the Password is incorrect, a message will be displayed stating ‘You have entered invalid security details. Please try again.’ Please double-check that the details you have entered are correct.

USER ID:

Logging_in_user_id.png

Your USER ID must be entered in CAPITALS.

PASSWORD:

Logging_in_password.png
  • 8-20 characters long
  • at least one capital letter
  • at least one lower case letter
  • at least one number

Virtual Keyboard:

Logging_in_v_keyboard.png

The Virtual Keyboard provides additional security against keylogging and other cyber-crime activities. You may wish to use this feature when using a computer in a public place such as an Internet cafe, hotel or library.

 

I have not logged in for more than six months

If you have not logged in to Weatherbys online banking in the past six months, it is possible that your account has been disabled. If this is the case, please contact the Bank Helpdesk +44 (0) 1933 304777 who will be able to re-enable your account.

Transfers and Payments

How do I add a payee and make a payment? [video tutorial]

Here is a short video tutorial.

Locating Existing Payee Details

Step 1

Locate Exisiting Payee Step 1

Step 2a - without inputting any text, click ‘Search’, all of your external payees will appear in a list.

Locate Exisiting Payee Step 2a

Step 2b - if you are looking for a specific payee, you can use the Payee Name or Payee Nickname fields to narrow the search.

Locate Exisiting Payee Step 2b

You only need to enter part of the Payee Name to complete a search.

Payees with a Weatherbys account can be found under ‘Transfers and Payments/Weatherbys Account Transfer’. The search is performed in the same way as above.

Adding a New Payee

Step 1

Adding a New Payee Step 1

Step 2

Adding a New Payee Step 2

Step 3 - input all your new Payee’s details, including which account you’d like them to be a Payee on, and the Payee Visibility (this determines whether it’s only you who can see the new Payee, or everybody who has access to the account you elect to create it under). Then, click Add.

Adding a New Payee Step 3

Step 4

Adding a New Payee Step 4

Step 5 - you will be prompted to enter an “OTP”, which will be sent by text to your mobile phone. Input the code you have received via text and click Submit.

Step 6 - you will be prompted to enter your transaction PIN. Enter this, and click Submit.

Step 7 - you will see a page which confirms that you’ve added a new Payee.

What does 'Visibility' mean?

Where there is more than one user with access to the same accounts:

  • Just me means that the payee can only be seen by you.
  • All account holders means that anybody with access to that account can see the payee.

What does 'Beneficiary Nickname' mean?

Use the Beneficiary Nickname field to name the Beneficiary exactly as you wish, so that it is easy to find in the future. This feature is useful if you have a beneficiary with more than one set of bank details - for example personal and business. You can use the Beneficiary Nickname to differentiate between them.

When will internal transfers be processed?

Transfers between Weatherbys Bank accounts will be processed immediately.

When will external transfers be processed?

  • Faster Payments requested online will be processed immediately, during the working day.
  • Payments sent by BACS before 3pm, Monday to Friday will be sent that day and will credit the beneficiary two working days later. For example, a payment sent on Monday (before 3pm) will credit on Wednesday.

When will Future Dated external transfers be processed?

Future dated payments will be processed on the morning of the specified date. All instructions are subject to cleared funds being available.

Security - Personal clients

Can I let someone else have access to my accounts online?

While you should never share your login details with anyone else, you can allow another person access to your accounts on a view-only basis, or with full payment services. To discuss giving someone access to your accounts, please call the Bank Helpdesk or speak with your Relationship Manager.

Can a third party enter my payments for me to authorise separately?

If a third party is given online access to your accounts, and is authorised to instruct payments, any instructions raised by this person can then be separately authorised by you, before being sent to the Bank as a ‘confirmed’ instruction.

Security - Access

Can I have two people authorise instructions? [includes video tutorial]

Yes. Your online access can be organised in the following ways:

  • One person can create and authorise payment instructions 

  • One person can create a payment instruction, and another person can authorise it. The authoriser can also input and authorise their own instructions 

  • One person can create a payment instruction and two people can authorise it. Either one of the authorisers can also input and authorise their own instruction, with one other authoriser needed to complete the instruction. 

Please contact your relationship manager or the Bank Helpdesk to discuss your requirements.

Here is a short video tutorial illustrating the Dual Authority sign-off feature:

As a corporate client, can I restrict the accounts my staff have access to?

While you may have a number of bank accounts held under one client relationship, one of these accounts could be salary account containing sensitive information, for example. We can, on request, restrict user access so that your employees can only view the accounts you want them to.

As a corporate client, how do I add or remove users?

You can arrange for the deletion or addition of access to accounts for online banking users by contacting the Bank Helpdesk and telling them of the changes you’d like to make, or discuss them with your Relationship Manager. 

Account activity

Can I view my bank statements online?

Yes statements are available to print or download under the ‘Account Statements’ tab. If the statement you require is not immediately available online, please call the Bank Helpdesk for assistance. 

Can I opt-out of receiving paper statements?

If you would like to stop receiving paper statements please send a request using the Secure Messaging facility or contact the Bank Helpdesk.

I am unable to make a transfer from my account. Why?

There may be a number of reasons:

  • Your account may have insufficient funds available to make the payment.

  • Not all account types allow payments to be made from them, such as Fixed Term Deposit accounts.

  • You may have been set up with view-only access to the account

How can I instruct an international payment?

Using ‘Secure Messaging’ you can forward a request to instruct an international transfer. Please include all international details necessary to instruct. You can make non-sterling currency payments between same currency accounts, under My Account Transfer, provided you have access to both accounts. Alternatively you can make non-sterling currency payments to other Weatherbys accounts provided you have added the beneficiary details.

How up to date are my transactions?

Payments and transfers entered by you online will immediately be shown on the ‘Account Transactions’ page. 

How far back can I view my transactions?

The default date range when viewing your account transactions on the ‘Account Transactions’ page is the last 30 days. You can change the date range displayed by opening the search filter function. Transactions display in date order, with the most recent date showing first, at the top of the page.

Why does it say ‘no information to display’ when looking at my transactions?

This is because there are no transactions for the date range you have selected. Try selecting a different, longer date range.

How can I change my personal details, such as my address or phone number?

If you wish to inform us of any change of details you are able to send a message via the ‘Secure Messaging’ service or alternatively contact the Bank Helpdesk on +44 (0) 1933 304777

Can I view the cheques details online?

A list of all cheques issued on the account is available online, including the status of those cheques if they have been paid, cancelled or returned.

Can I view Standing Order instructions online?

You are able to view details of any Standing Orders set up on your individual accounts. You are also able to set up and cancel Standing Orders online.

Can I view Direct Debits in online banking?

You are able to view details of any Direct Debits on your individual accounts. You can cancel Direct Debit instructions however this does not cancel the contract with the company, you should also contact them directly.

General

Do you have a Secure Messaging facility? [includes video tutorial]

Here is a short video tutorial on using the Secure Messaging feature of our online banking system:

Who can apply?

Anyone who has a Weatherbys Bank account or anyone who is a signatory on a Weatherbys Bank account. For further information on opening a Weatherbys Bank account please call us on +44 (0)1933 304777.

How do I apply?

Please contact us to register on +44(0)1933 304777 or by emailing: bank@weatherbys.co.uk. Once your registration has been processed, your Welcome Letter and User details will be sent within 5 working days.

Is the online banking website available 24 hours?

Yes, although there will be occasions when the site is temporarily unavailable for essential maintenance work.