Common enquiries
The introduction of an improved authentication process, supported by handheld Card Readers, will make internet banking with The Co-operative Bank even more secure. Here are a few of the more common questions our customers have asked us.
Background and benefits
Q. What is a Card Reader?
We have introduced a Chip and PIN Card Reader to provide secure access to online banking services and to provide an extra level of security to your online identity. The Card Reader works in a similar way to Chip and Pin machines in shops and it is really easy to use. Chip and Pin is available from most UK banks and since 2006 it is the natural way to use credit or debit cards in retail shops and ATM's. The small microprocessor embedded in the card provides the security functions and each time a PIN code is keyed in, it is checked by the chip authorising the secure transaction.
Q. Why are you making this change?
Being able to bank online has always been quick, easy and convenient. Now we are making it even more secure with the introduction of stronger authentication via a new Chip and Pin Card Reader.
Q. What is two-factor authentication?
An authentication factor is a piece of information and process used to authenticate or verify the identity of a person. Two-factor authentication or (2FA) is whereby two different factors are used in conjunction to authenticate, i.e. your card and Card Reader. Using two factors as opposed to one factor generally delivers a higher level of authentication assurance.
Q. How will this benefit me?
You will benefit from the most up-to-date security measures in the industry; this provides increased security when performing on-line transactions.
Q. When will this take effect? Do I have to do anything now?
You don’t need to do anything now! The terms and conditions governing the use of
the Card Reader came into effect on 28th March 2009. From this date we have started to issue Card Readers with a welcome guide and full instructions. You won’t need to do anything differently until you have received your Card Reader.
Once you have received the reader you will be prompted online when you need to use it.
Q. If I don't want to use these new Card Readers will I still be able to bank online?
If you don't use the Card Reader, you will still be able to visit the online banking site; however you won't be able to carry out any of the key online transactions mentioned below:
- Setting up or amending standing orders
- Setting up, amending or making bill payments
- Setting up, amending or making funds transfers
You will still be able to carry out these transactions by telephone.
Using your Card Reader
Q. How do I know if I can use my card with
my Card Reader?
Once logged into internet banking, the screen will display a list of cards that are
Card Reader
enabled. If your card was issued before June 2008, it isn’t
Card Reader enabled. If it was issued since October 2008, it is
Card Reader enabled. If you got it between June and October it will depend on the card – if you have a single-colour card with the ‘good with money’ logo on it, you have a
Card Reader enabled card.
Q. Do I have to use it every time I log on?
No, you will only need to use the Card Reader for the following transactions:
- Setting up or amending standing orders
- Setting up, amending or making bill payments
- Setting up, amending or making funds transfers
Q. Which of my accounts are affected?
On-line banking Co-op and smile customers who hold a debit card on any of the following accounts will be registered to use the new service:
- Current Account
- Current Account Plus
- Privilege
- Privilege Premier
- smile
- smilemore
- Cashminder
- Pathfinder
- Student and Offshore
- Freeflow
Q. I hold more than one account or am a joint-account holder – how will this affect me?
The Card Readers aren't account-specific, you will be asked to use yours any time you carry out an internet transaction account, whatever account it relates to. We intend to issue a Card Reader to each customer, which means that one customer with multiple accounts would get one, while joint holders of an account would get one each.
Q. Can I transfer money to accounts that don't use the enhanced security?
You will still be able to transfer money to any accounts you were able to transfer to before.
Q. What if I don't use internet banking?
If you don't use the internet then this change does not affect you. However with the increased security available, this may be a good time to consider the benefits of registering for online banking.
The Card Reader
Q. How much will the Card Reader cost me?
Nothing - the Card Readers are free.
Q. How big is the Card Reader?
It is a small, hand-held device, about the size of a calculator.
Q. Do I have to plug this Card Reader into my computer? How do I know it will be compatible with my operating system?
The Card Reader doesn't plug in anywhere - it's a stand-alone piece of kit so for instance a customer with an internet phone would do the same as he would using a PC - put the card in the reader when prompted, and tap in the code when asked.
Q. How long will the battery last?
Batteries are expected to last 3 years and can be replaced by you with the widely available Lithium battery CR2032.
Q. Will I need a different/new PIN number to use the Card-Reader service?
No you don't need a different pin number - as long as your card's chip-and-pin enabled you use whatever number you're using now.
Q. What happens if I go abroad - do I have to take my Card Reader with me?
If you intend to perform on-line transactions abroad, you will need to take your Card Reader with you. Alternatively you can complete transactions from abroad over the phone.
Q. I use internet banking at home and at work. Can I have two Card Readers please?
A second reader can be requested through the Customer Contact Centre at no extra cost.
Q. I am led to believe that a chip-reader supplied by any bank or building society will work equally well. Could you confirm that this is the case?
Yes, it is possible to use other banks’ Card Readers.
Q. How do I use an Audio Card Reader?
Instructions for our Audio Card Reader (opens as PDF - 0.1Mb, this will open in a new window) are available to download.
Dealing with problems
Q. If I get my PIN wrong, will it lock my Card Reader out?
No, your Card Reader can’t be locked out.
Q. If I get my PIN wrong, will it lock my card?
Yes, if you get your PIN wrong 3 times, the Card Reader display will read ‘PIN Locked, Call Bank’.
Q. How would I unlock my PIN again?
If you do know your PIN you can unlock your card at any UK ATM/cash machine. If you do not know your PIN, you will need to call the Customer Contact Centre on 08457 212 212 so we can send you a PIN reminder.
Q. What if I get my internet banking password wrong?
If you get your internet banking password wrong 3 times, you won’t be able to bank online again until you get your password reset. If this happens, call the Customer Contact Centre.
Q. If my card is damaged, can I use it?
No. Even if you are still able to use the damaged card in an ATM, it will not work with the Card Reader.
Q. If I lose my Card Reader or want another one, will I have to pay for it?
There are currently no plans to charge customers for an additional or replacement Card Reader.
Customers with particular needs
Q. I have sight problems, how will you be able to help me?
If you currently receive large print, audio or Braille statements and have used Internet Banking in 2009, we will automatically provide an alternative version of the Card Reader which benefits from an audio output and enlarged text.
Customers who are new to Internet Banking, or haven't used Internet Banking this year, but plan to do so in the future, can request an audio Card Reader by telephoning Customer Services. There is no charge for this service.
Q. Where can I find more details?
Your new terms and conditions include further information on how our new internet security procedure works. In addition these revised terms and conditions are available on the Co-operative Bank and smile websites.
For more information visit our dedicated website co-operativebank.co.uk/reader.
