online banking frequently asked questions

what should I do if I’ve forgotten my user name?

If you've forgotten your user name please call us on 0800 5871 111. 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).

where do I enter my password or security number?

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.

how secure is cahoot online banking?

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 0800 5871 111. 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).

can I have a demonstration of how online banking will work?

You can find a demonstration of the service on our website at cahoot.com. You can also find answers to 'frequently asked questions' on our 'help and support' page.

I'm having difficulties using cahoot online banking, who can help me?

Please call us on 0800 5871 111. 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).

how do I contact you if I've any queries about my accounts?

Please call us on 0800 5871 111. 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).

if I have a joint account can we both access the 'My accounts' home page?

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

how do I change my log on details?

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

how do I view my accounts online?

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.

what is the online banking guarantee?

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.

how do I change my log on details?

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

what do I do if I've forgotten my security details?

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

why do I need to choose an image and phrase and how will they be used?

You'll be asked to select an image and phrase to enhance your online security. 

On every subsequent log on, after you've entered your user name, we'll identify ourselves to you by showing you your unique image and phrase combination. Only when you see the combination that you've chosen should you enter your other security details. If your image and phrase aren't shown, it may indicate that you're not on the genuine cahoot site so you should not enter your security details.

how do I change my image?

To change your image click the 'My Details and Settings' tab and then 'Change image' from the 'Security settings' menu. 

Your current image is displayed on this page. If you want to change it, select an image category from the drop-down menu and click 'Go'. Next pick a new image from those displayed below and click 'Continue' to move to the next step. If you're happy with the new image you've chosen click 'Confirm' to save your new choice. 

The next time you log on to online banking your new image will then be shown to you, together with your phrase which is part of the security measures we use to reassure you that you're on the genuine cahoot site.

how do I change my phrase?

To change your phrase, click the 'My Details & Settings' tab and then 'Change phrase' from the 'Security settings' menu. Enter your current phrase, followed by a new phrase and then select 'Continue'. 

Your new phrase should be memorable to you and between 6 and 16 characters. It should be a mix of letters and numbers. It shouldn't describe your image and shouldn't be any of your other security details. 

Your old and new phrase are displayed on this page. Check that the new phrase is correct and click 'Confirm' to save it. 

The next time you log on to online banking your new phrase will then be shown to you, together with your image which is part of the security measures we use to reassure you that you are on the genuine cahoot site.

why are you asking me to provide answers to additional security questions?

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.

what do I do if I've forgotten the answer to my additional security question?

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 0800 5871 111. 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). 

how do I log out?

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

how do I view 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.

how do I move money between accounts?

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

what contact details do I need to provide?

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'.

how does cahoot use my email address?

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.

how to log on to online banking

How to 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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