Frequently asked questions

Business Online Banking – general questions

Logging in/logging out

Additional users, security tokens, PIN numbers, Customer ID and User ID

Making payments/beneficiaries

Error messages

Multiple accounts

Statements/statement history

Contacting us/more information/access levels

Terminology Explanations


Business Online Banking – general questions


What is Business Online Banking?

Business Online Banking is The Co-operative Bank’s online service for business customers.

Business Online Banking is protected by the latest security features allowing you to manage your business account safely and easily, 24 hours a day, seven days a week.

Take a closer look at Business Online Banking.

How much does Business Online Banking cost?

Business Online Banking is a free online service available to all our business banking customers.

Standard account charges may apply to your business account– please see the terms and conditions and tariffs of our business account options below:

Business Directplus account

FSB account

Community Directplus account

What features does Business Online Banking offer?

Standard charges apply for some of these services. Please refer to your tariff.

When using Business Online Banking, you can:

  • Check your account balance
  • View your recent statements on screen and print them off
  • Search for transactions of a particular type (eg cheques), date or amount range
  • Transfer funds between connected Co-operative Bank accounts
  • Future-date a funds transfer between Co-operative Bank accounts
  • Arrange a bill payment/funds transfer to other UK bank accounts
  • Arrange to send a bill payment/fund transfer in the future
  • Check credits and debits on your account
  • Enquire if a cheque has been presented, stop a cheque and remove a stop
  • Cancel a standing order or a direct debit

You can also order the following:

  • Copy of cheque/credit/debit
  • Copy of statement
  • An up-to-date statement
  • Paying-in book
  • Cheque book
  • Change of signature form
  • Pre-addressed envelopes

How do I apply for Business Online Banking?

Registering for Business Online Banking (for existing business banking customers currently without access to online banking)
Registering for Business Online Banking is simple. Please read your business account terms and conditions regarding the Business Online Banking service (section 17.11 to 17.41) and complete the Business Online Banking application form.

Register for Business Online Banking now

Not yet registered for business banking? Join us now (for new customers)

Whether you are a business, a member of the Federation of Small Businesses (FSB) or a charity, we have an account to suit your needs. Find out more and join us by clicking on one of the links below:

Business Directplus account

FSB account

Community Directplus account

Switching to The Co-operative Bank

You can easily switch all your direct debits and standing orders over to us using our account switching service.

Is this a secure service?

Yes. Business Online Banking is VeriSign secure, utilising a 256-bit encryption to protect your information in line with our stringent fraud prevention and online security policy.

It also has increased security through the use of security tokens.

Are there any hardware or software requirements necessary to use Business Online Banking?

We recommend using a screen resolution of 1024 X 768. Session cookies must also be enabled in your browser.

Minimum specification:

  • Windows 2000/XP/Vista
  • Mac OS X
  • Adobe Reader 6.0

Browser compatibility:

  • Internet Explorer 8.0 or later
  • Mozilla Firefox 2.0 and 3.0
  • Apple Computers Safari 2.0 or later

Logging in/logging out


What do I need to log in to Business Online Banking?

To log in to Business Online Banking you will need:

  • Your Customer ID
  • Your unique User ID
  • Your activated personal security token and associated PIN.

How do I activate my security token?

  • Call Business Online Banking support on 0345 601 9938^. Lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday. We will ask you some security questions to confirm your identity and the serial number (S/N) of your personal security token (this is on the back of the token).
  • Our customer services advisor will ask you to turn on your security token by pressing the OK button.
  • Enter the PIN (four-digit number) provided by the customer services advisor.
  • Your security token will prompt you to enter New PIN.
  • Enter a four-digit PIN of your choice and click OK. You will need this number each time you use your security token. Do not share your PIN with anyone – including our customer services advisor.
  • Confirm your PIN by entering it again. Click OK.
  • The activation process is now complete and your security token is ready for you to use.

For more information please download our Security token instructions.

I am having trouble logging in. What should I do?

Make sure that you are using the correct Customer ID and User ID and that you have contacted us to activate your security token. Please refer to the online demonstration video which you can access here. If you are still having difficulty logging in, please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

How do I log out?

When you have finished your Business Online Banking session, click on the Logout option on the top right-hand navigation. It is important that you log out before closing your browser window. If you do not, you will remain logged in until the session times out.

Why is it necessary to log out from Business Online Banking?

You should always use the Logout option to exit Business Online Banking.

If you do not exit the service, your Business Online Banking session will remain open until it automatically ‘times out’.

We recommend you use the Logout option before:

  • You close the browser window
  • You use another application
  • Any time you leave your desk.

Please do not leave your computer unattended when you are logged in to Business Online Banking and always make sure that you log out to close the session.


Additional users, security tokens, PIN numbers, Customer ID and User ID


I have forgotten my security token four-digit PIN number. How do I reset my PIN number?

Please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

I want to access the service but have mislaid/forgotten my Customer ID. What do I do?

Your Customer ID was included in the welcome letter issued with your security token.

If you have mislaid this information and cannot remember your Customer ID please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

I want to access the service but have mislaid/forgotten my User ID. What do I do?

Your unique User ID was included in the welcome letter issued with your security token.

If you have mislaid this information and cannot remember your User ID please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

Can I change my Customer ID and User ID?

No. Your Customer ID identifies your business. Your User ID is unique to you and allows Business Online Banking to recognise which user on your account has completed online transactions.

I have just received my Customer ID. How can you tell whether a character is a number or a letter O?

Your Customer ID is made up of six characters which run in the sequence: one letter, two numbers then three letters. We have also changed the typeface in recent customer information packs which has a strike through the number to help you tell the difference between a number zero (0) and the letter O.

Can a colleague activate the security token on my behalf?

No. The information we send you (Customer ID, unique User ID and personal security token) is for your use only, and should not be shared with anyone else. We will ask you some security questions to confirm your identity when you call us to activate your security token. Once you have set your new PIN number, you will be the only person able to log in to Business Online Banking using your personal security token.

If you need help while setting up the service and activating your security token, please ensure that in doing so you do not compromise your personal security details.

Security tip: Keep your PIN secret. We will never ask you to reveal your security token PIN.

Why have I received too many/not enough tokens for my organisation?

If you need access for additional users please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

How do I add additional users to my Business Online Banking service?

Please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

Why do I have to use my token this much when using Business Online Banking?

We have introduced tokens for increased security to protect your account(s). This type of authentication for online banking is now becoming standard in the UK. You need the token for logging in, creating a single payment (for a new beneficiary) and to add/amend/delete beneficiaries.

We have made every effort to ensure that our system is as easy as possible to use by consulting with a number of our customers during its development.

Once you have set up a beneficiary to receive a payment, you will not need to use the security token to make further payments to that beneficiary.


Making payments/beneficiaries


I have just made a payment and this is showing in my payment summary. Why can I not see the payment going out when I look for this in my transaction search?

When you have made a payment it will show in your payment summary but the transaction search function is updated when the hourly ‘batch file’ is run.

How do I make future-dated payments?

You can make future-dated payments by selecting the three-day payment option and ‘future-dating’ the payment.

I have made some payments and I now want to print these off. How do I do this?

You can print off payments that have left your account by using the transaction summary and creating a report.

When I want to print off all the payments on the payment summary screen why does the print-out only show a couple of payments on the page?

You cannot print the payment summary in full. However, you can print out a document showing the payment information shown on screen. This is usually two or three transactions rather than all recent transactions.

Are there any cut off timescales to make a payment?

Yes, payments made between 8pm and 6am will be processed the next working day.


Error messages


Error code 24036 - You cannot log in at this time. Please contact the bank for further information

Error code 24036 means that you have not yet contacted us to activate your security token. Please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).

Error code 86009 - Secure Device Passcode cannot be empty

Error code 86009 means that you have not entered your Secure token passcode, the number generated by your security token. For more information please refer to Security token instructions.

Error code 88022 - You have entered an incorrect Customer ID, User ID or security token passcode. Please try again, or select the links on this page for more help

Error code 88022 means that you have entered less than 10 digits in the Secure token passcode field. Please check the number generated by your security token and re-key.

Error code 24032 - You have made 2 unsuccessful attempt(s). Your ID will be disabled after 3 attempts

Error code 24032 means that you have entered the correct Customer ID and User ID but you have entered an incorrect Secure token passcode. Please check the number generated by your security token and re-key into the Secure token passcode field.

Error code 8505 - Record does not exist (24003) Access denied for this menu profile

Error code 8505 means that you have entered the wrong Customer ID and/or User ID or you have entered these in the wrong fields. Please check and re-key the correct Customer ID and User ID numbers in the appropriate fields.


Multiple accounts


I have received my letter and security token but the letter does not tell me which account the token is for. How will I know this?

Our letters do not have your sort code and account number on them. Please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday) so we can confirm which account the letter relates to.

I have lots of different accounts and different businesses so I do not know which account my token is for. How will I know this?

Ourletters do not have your sort code and account number on them. Please contact us so we can confirm which account the letter relates to. Please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).


Statements/statement history


I had Statement history on BIBS? How can I view my recent statements within Business Online Banking?

There are six months of transaction history available in Business Online Banking which you can use to re-create statements using the transaction search function.

Can I download my account activity?

Yes. You can download and print statements and reports from Business Online Banking in a range of formats including Adobe pdfs and Microsoft Excel.


Contacting us/more information/access levels


I am unsure how to complete certain processes online. Where can I go for more information?

To help you use Business Online Banking, we have produced a range of online demonstrations

Why am I not able to send messages directly to you for queries about Business Online Banking?

Our secure message service is not available as part of Business Online Banking. This is a bespoke service only available as part of our enhanced business banking package FD Online.

I have just logged in and I only have a small number of options on my menu profile. Why is this?

This is most likely because you are set up with the Enquiry Only facility without access to the Payments facility. If you need to update your access level please contact Business Online Banking support on 0345 601 9938^ (lines are open 8am-8pm Monday to Friday and 9am-12pm Saturday).


Terminology Explanations


Recurring payment

This refers to a standing order.

Create payment

This facility is for making a payment to a beneficiary already set up and will need a new reference.

Create single payment

This facility is for one-off payments to new beneficiaries. You will be able to save the beneficiary details for future payments if required.

Searches within the Enquiry Facility

Financial searches are for payment and transfer searches only.
Non-financial searches can be used to find beneficiaries and users or all other types of information.