Managing your money from home

• from the bottom right hand side of your screen select 'More'
• next, choose 'My settings and details'
• from here you'll see 'Login with Touch ID / Face ID*' if you have an Apple device. If you have an Android device you'll see 'Use biometric verification'
• slide the toggle to the right.

*Please note that Face ID is only available on Apple devices.

When setting up a payment to someone new we'll always ask you to verify the payment by using your fingerprint, passnumber or Face ID. Protecting you from fraud is our top priority. When paying someone new we will check that you're confident about who you are paying. We'll do this by guiding you through tailored information about the type of payment you're making. If you do not want to continue or you are unsure about making the payment, you'll have the option to cancel it and contact us to discuss your concerns.

Follow the simple steps to make a payment to someone new:

• Log into the app and select ‘Pay & Transfer’
• Select the account you wish to pay from
• Select 'Pay someone new'
• Enter the payment details:
  - if you are paying a business, select the ‘Paying a business’ tickbox. If you are paying a person, continue without selecting this option.
  - ‘Full name’ is the full name of the person/business you are paying
  - ‘Payee nickname’ is how you wish to name this payment on your payee list, so you can potentially find it easier in future. This is optional
  - Sort code of the account you are paying
  - Account number of the account you are paying
  - The reference is optional but helps the person you are paying know who has paid them. If you are paying another Co-operative bank or smile account and want it to go immediately don't enter a reference unless you are paying credit card.
  - Select ‘Verify payee’. At this point, we’ll check whether the details you entered match the details held by the person or business’ bank. This can help you make sure you’re sending money to the right account.

Please note: Whilst we work on some improvements, you are currently unable to add a reference when paying another Co-operative Bank or smile account. The sort code of the account you are paying will start with ‘08’ or ‘83’ if this applies. If you need to add a reference to your payment, call us on +44(0)3457 212 212 (call charges apply). Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday.

Verifying the payee

After clicking ‘Verify payee’ you may see some different options.

For example, account name is a match — which means the account matches the payee’s name and you can proceed with the payment.

The other options that may you may see after clicking ‘Verify payee’ include:

Account name is not a match

If you see this option, it means the account name doesn’t match the payee’s name. You’ll need to double check the details, otherwise you could send your money to the wrong person.

Criminals lie about why these details differ in order to trick you into making payments to them. If you’re being told that they don’t match, do not proceed — it's a scam.

Account name is a close match

If you see this option, it means the account name is similar to the payee’s name. You’ll be shown the name on the account you’re paying to help you decide whether it's the right person.

Please double check the details before sending any payments.

Unable to check the account

You’ll be shown this option if the payee's bank doesn't take part in this service.

In this case, we're not able to verify the payee's details. You can continue with the payment, but please check the account name and details are correct by calling the person or business you’re paying on a trusted phone number first.

Criminals will target banks where it's not possible to verify these details, so you are therefore at greater risk of being scammed.

Then, decide how much you want to transfer, and when you’d like the payment to be made

1. After you’ve added the payee’s details, you’ll be taken to the ‘Payment details’ page. Here, you’ll need to enter the amount you want to transfer.
2. Then, click ‘Continue’.

Next, confirm the details of your payment

1. Now, you need to answer some questions about fraud and scams — it’s important that you read these each time, and think about whether the payment you’re trying to make could be part of a scam. This will help you keep your money safe. After you answer each question, click ‘Continue’.
2. Next, you need to confirm whether you’ve read the information, and if you still want to transfer your money. If you agree, select the tick box and click ‘Continue payment’.
3. You’ll then be taken to the ‘Confirm details’ page, where you can review the payment details. If they’re correct, click ‘Confirm and pay’. If something’s not right, you can click ‘Edit’ next to the information you wish to change.
4. Once you’ve clicked ‘Confirm and pay’, you’ll be asked to verify the payment by using your fingerprint, passnumber or Face ID. This is for security, to make sure it’s really you making the payment.
5. We’ll then process your payment request.

The payment will now be sent immediately unless you are a paying a Co-operative Bank or smile credit card, or have included a reference when sending money to a Co-operative bank or smile account, in these situations please allow 2 business days.

Finally, check if your payment has been successful

• If your payment is successful

If successful, you’ll see a confirmation message saying that your payment request has been sent. We’ll also save the details of the person or business you paid as a ‘saved payee’. Now you’ll be able to transfer money to them without having to enter their details again.

When you’ve finished making your payment, you can click ‘Return to my accounts’ to go back to the main screen.

• If your payment is unsuccessful

If you’ve tried to make a payment and it’s unsuccessful, we recommend trying again. There are a number of reasons why a payment might be unsuccessful — you can find out more and get extra support in our money transfer guide.

Follow the simple steps to make a transfer between your accounts:

• log into the app select 'Pay & Transfer'
• select the account you wish to pay from
• select 'Transfer to one of your accounts'
• select 'To' and choose the account you want to transfer money to
• enter the amount you want to transfer, using the full stop on the keyboard as a decimal point
• select 'Continue' and check all the details inputted are correct
• select 'Confirm and pay' to complete the transfer.

We have created a guide to help you register for online banking (PDF).

To get started:

• Enter your personal details

  Your account number and sort code or 16 digit credit card number, name and date of birth

• Verify who you are

  You'll be asked to answer a few questions and we will send you a verification code to your mobile phone or email to help us confirm who you are

• Create login details

  Create a username, password and 6-digit security code.

Once you are registered for online banking, you can use the same details you set up to set up our mobile banking app.

Once you are registered for the online banking, you’ll be asked to log in each time.

To login you will need to:

• Enter your username, remember this is case sensitive, select 'Next'
• Enter your password
• Enter 2 digits that you are prompted for from your 6-digit security code
• If prompted, enter a verification code that we will send to you by text message or email. It's important that you never tell anyone your verification code
• Select 'Login', you now have access to online banking.

Log into online banking

Follow the simple steps to make a transfer between your accounts:

• Log into online banking and select 'Pay & Transfer' from the account you want to make the payment from
• Under 'Your accounts' select 'Transfer to one of your accounts'
• Select from the drop down the account you want to transfer money to
• Enter the amount you want to transfer, using the full stop on the keyboard as a decimal point
• Select when you want the payment to be sent, if today click ‘Continue' or click on the 'Pay later or create a standing order’ button, if you make a future dated transfer, the money should leave your account by the end of the date you've requested
• Select 'Confirm and pay' to transfer money into your chosen account. If you're paying a Co-operative Bank credit card please allow 2 Business Days.

For more information on how to make a payment to someone new in online banking. We have a handy video guide that explains how to do it, as well as a step-by-step text guide.