Online banking help

Online banking frequently asked questions

We've made changes to how you log on to Online Banking

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Managing your accounts

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Managing your One Time Passcode (OTP)

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If you've forgotten your user name please call us on 0330 678 2811. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 1908 937 222).

On the first screen you'll be asked to enter your user name and on the second screen you should enter your password and security number.

At cahoot we offer you an online banking guarantee. We take security very seriously and place the highest of priorities on protecting customer information. The identity of customers using the cahoot online banking service is confirmed through the use of multiple security credentials, which have been designed in accordance with financial industry standards and best practice. All information passed between cahoot and customers using the cahoot online banking service is sent using strong industry standard encryption technology. 

What's more, we'll cover any fraudulent losses from use of the cahoot online banking service - guaranteed. Just as long as you've taken the necessary safeguards to keep your security details secret, and haven't deliberately involved yourself in fraud. 

If you've any questions about this, please call us on 0330 678 2811. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 1908 937 222).

Please call us on 0330 678 2811. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 1908 937 222).

Please call us on 0330 678 2811. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 1908 937 222).

Each joint account customer will have their own user name and security details so they can access this service on an individual basis.

You can change your user name and security details at any time in the 'My Details & Settings' tab.

Any accounts you have with us will be displayed when you first log on. You will have the choice to show or hide individual accounts available to view from the 'My accounts' page, and can update this view at any time.

Security & log on

We'd recommend that you use cahoot online banking from your own computer, tablet or mobile. If you use an internet café, a networked PC or a shared PC, you should be aware that your personal information may be stored in the memory of that PC.

We're totally committed to protecting you when you use this website. As you may know, internet security technology is very good these days. We confirm the identity of customers through the use of multiple security credentials that have been designed in accordance with financial industry standards and best practice.

Furthermore, any information sent between you and cahoot when using the cahoot online service uses strong industry-standard security technology. 

Be assured that your money is safe when you bank online, thanks to our online banking guarantee. In the unlikely event funds are taken from your account without permission, we'll pay back any loss incurred from fraud up to the value of the amount fraudulently taken. All we ask is that you've not acted fraudulently yourself or without reasonable care to keep your security information safe.

You can change your user name and security details at any time in the 'My Details & Settings' tab.

If you've forgotten your log on details, select the 'Forgotten your log on details?' link from the 'log on' home page.

If we don't recognise the device you're logging on from, we'll ask you for your memorable information that you set up when registering for cahoot online banking.

If we don't recognise the device you're logging on from, we'll ask you for your memorable information that you set up when registering for cahoot online banking. 

If you can't remember the answer to the memorable information asked, call us on 0330 678 2811. We're open 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday (if calling from outside the UK please dial +44 1908 937 222). 

A 'log out' button is provided on every screen in cahoot online banking. When you've finished your secure session always use this 'log out' button to make sure you're logged out of online banking correctly. Just disconnecting from the internet won't automatically log you out.

Managing my accounts

When you log on, the homepage allows you to see your balances and available funds at a glance. You can get to other online services by clicking on the relevant account name as well as controlling which of your accounts you see on this page each time you log on. For your convenience you can print this page using the 'print' button.

You can move money between your cahoot accounts easily, using the 'Quick Transfer' facility on the 'My accounts' homepage. Choose the account you'd like to transfer money from and the account you want to move it to, enter the amount, then click 'Go'. Transfer between your accounts should take place immediately. Alternatively, you can select 'Payments & Transfers' from the top menu.

Updating my contact details

At a minimum you must supply your current email address and telephone number. If you change your contact details, or your name or address, you must let us know. You can do this online by going to the 'My Details & Settings' tab and selecting 'Change personal details'.

We ask you to supply your email address when you fill in your contact details. On occasions we may use this to notify you of any important information that may affect one of your accounts or the way you use online banking.