Frequently asked questions


What is FD Online?

FD Online is The Co-operative Bank’s internet service for commercial customers.

FD Online is protected by the latest security features allowing you to manage your commercial account safely and easily, 24 hours a day, seven days a week.  Why not take a closer look at FD Online?

Who is it for?

FD Online is available to all business, charities and community organisations, subject to fees.

How much does FD Online cost?

The minimum monthly service fee for a new customer is £30 and transaction fees apply. Please contact your Relationship Manager or our Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) for further details.

What functionality does FD Online offer?

When using FD Online, you can:

  • Check your account balance
  • View your recent statements on screen and print them off
  • Search for transactions of a particular type (e.g. cheques), date or amount range
  • Transfer funds between connected Co-operative Bank accounts
  • Future-date a funds transfer between Co-operative Bank accounts
  • Arrange bill payments / fund transfers to other UK bank accounts*
  • Arrange bill payments / fund transfers to be made in the future*
  • Check the progress of items on your account
  • Make bulk BACS payments*
  • Enquire if a cheque has been presented, stop cheques* and remove stops*
  • Cancel Standing Orders or Direct Debits.

You can also order the following:

  • Copies of cheques/credits/debits*
  • Copies of statements*
  • An up to date statement*
  • Cheque books
  • Change of signature forms.

*FD Online incurs a monthly service fee. These items will incur additional charges. Please refer to your Relationship Manager or our Computer Banking Team on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) for full details.

How do I apply for FD Online?

Please email us at fdonline@cfs.coop to request an application form or to make a general enquiry. Alternatively, please contact our Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) for further information. Please ensure you read and understand your Business Account terms and conditions regarding the Online Banking Service before making an application.

Is this a secure service?

Yes. FD Online 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.

How do I log onto FD Online for the first time?

Before logging onto the system you’ll first need to activate your security token.

I have received a security token, what do I have to do?

Before you can log in to FD Online for the first time you will need to change your security token’s default PIN (personal identification number) provided by your company’s nominated Administration User.

Changing the default PIN

  • Press the OK button to switch on your security token.
  • Now enter the default PIN (four-digit number) provided by your company Administration User.
  • Your security token will prompt you to enter New PIN.
  • Enter a New PIN (four-digit number) 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 your company Administration User.

  • Confirm your PIN by entering your new four-digit number again. Click OK.
  • You have now changed the default PIN and your security token is ready for use.

For more information please download our Security token instructions - PDF.

What do I need to log in to FD Online?

To log in to FD Online you will need:

  • Your Customer ID
  • Your User ID
  • Your security token and associated PIN.

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

In the first instance, please check the FAQs around logging on to the system.

If you’re still having trouble logging on, please contact Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays)

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

To help you use FD Online, we have produced a range of online demonstrations, which you can access below:

  1. Token login
  2. Creating beneficiaries
  3. Cheque management
  4. How to make a payment

How do I add additional users to my FD Online service?

Please email us at fdonline@cfs.coop and request a 'New User' application form. The form will need completing and signing in accordance with your bank mandate. You can return the form either by post, fax or by scanning and emailing to the address above. The user will normally be added within 2 working days of all the information being received.

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

Please email us at fdonline@cfs.coop and request a 'Token Reset' form. The form will need completing and signing in accordance with your bank mandate. You can return the form either by post, fax or by scanning and emailing to the address above. We will contact the token holder by phone within 1 working day of all the information being received to reset the access.

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

Your Customer ID was provided by your company Administration User.

If you have mislaid this information and can’t remember your Customer ID, a written request will be required which will need to be signed in accordance at the highest level of your bank signature mandate. Alternatively, if you are a signatory and know your security details, please contact Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) and we can give you the information over the phone.

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

Your User ID was provided by your company Administration User.

If you have mislaid this information and can’t remember your User ID, a written request will be required which will need to be signed in accordance at the highest level of your bank signature mandate. Alternatively, if you are a signatory and know your security details, please contact Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) and we can give you the information over the phone.

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 FD Online to recognise which user on your account has completed online transactions. If you suspect your details have been compromised, please contact Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) as soon as possible.

Can I download my account activity?

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

How do I log off?

When you have finished with a FD Online 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 don’t, you will remain logged on until the session times out.

Why is it necessary to log off from FD Online?

You should always use the Logout option to exit FD Online.

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

We recommend you use the log out option before:

  • you close the browser window
  • you use another application
  • any time you leave your desk

Do not leave your computer unattended when you are logged on to FD Online, always make sure that you log out, closing the session.

Are there any hardware requirements necessary to use FD Online?

FD Online is available to both PC and Apple Mac users with internet access. We recommend using the latest version of your current browser to get the best experience.

If you do experience any problems, please contact Computer Banking Services on 0345 603 2921 ^ (lines are open 8am-6pm Monday to Friday, excluding Bank Holidays) for assistance and support.