Frequently Asked Questions

To log in to Online Banking, you will need your User ID and Passcode. You will also need either the Cynergy Bank Authenticator app, downloaded from the relevant app store for your device, and registered, or a Digipass®, to log in.

Your User ID is an eight-digit number that is emailed to you after you first open an account with us. You should only have one User ID, although you may have multiple accounts with us.

Note: If you do have two User ID’s, please use the latest one provided

If you’ve forgotten your User ID, you can retrieve it by clicking the ‘Forgot User ID?’ button on the Online Banking login page. You will need your account number to hand.

If you still have trouble retrieving your User ID, please contact our Customer Service team.

You can read more about how to stay secure when banking online.

Your Passcode is a sequence of letters and numbers that is unique to you and is required to log in to Online Banking.

When you first open an account with us, a temporary Passcode is generated and sent to you by text message/SMS. This temporary Passcode is only valid for 14 days, and you will be asked to change your Passcode the next time you log in to Online Banking.

You may have also set it up yourself during the application process for certain products.

If you forget your Passcode, you can reset it by clicking the ‘Forgot Passcode?’ button after you enter your User ID on the Online Banking log in page. You will need either your registered Cynergy Bank Authenticator app or Digipass®. You may also need to answer some security questions.

On-screen instructions will guide you through the process, and a temporary Passcode will be sent to your registered mobile number by text message/SMS.

Use the temporary Passcode to log in to Online Banking. You will then be prompted to change your temporary Passcode to something more memorable.

A Digipass® is a small security device which is used by a few customers instead of the Cynergy Bank Authenticator app to log in to and approve activity within Online Banking.

It scans Authentication Images that are displayed in Online Banking and generates a unique authentication code that needs to be input in Online Banking when prompted.

The Cynergy Bank Authenticator app is a mobile application that provides an extra layer of security when you use Online Banking by using two-factor authentication.

You will need to use the Cynergy Bank Authenticator app to log in to and approve activity within Online Banking. You can do this by selecting one of the following:

1. Push Notifications
   
   You can receive a push notification to your registered mobile device. By tapping on the push notification on your device, you will be taken to the Cynergy Bank Authenticator app where you can approve the activity.
   
   Please ensure that you have the latest version of the Cynergy Bank Authenticator app and have enabled notifications by checking your app settings.
   
   

2. Authentication Image
   
   You can scan or tap an Authentication Image to approve the activity.

For more information, read our Authenticator app Frequently Asked Questions.

• By phone: Contact us

• Online: send Cynergy Bank a Secure Message through Online Banking with ‘Potential Fraud’ as the subject.

• By text: send a text message to 87293 with the word “FRAUD” followed by your User ID (e.g. FRAUD 12345678). The message will need to be sent from the mobile number associated with your account.

For your security upon submission, we will immediately suspend your access to Online Banking, and will begin investigating your concern on the next working day.

If you have a joint account, the other user(s) will still have access to the account through their Online Banking. If there is reason to believe their log in details could have been compromised please ask them to report the potential fraud as well.

Please note if your debit card has been lost or stolen, or if you are concerned of potential fraud regarding your debit card please call 0345 850 5555 (+44 (0)20 3375 6422 from outside the UK).

Online Banking can be accessed from anywhere around the world, from any computer with internet access that meets our System requirements. As long as you have your mobile phone or tablet with the new ‘Cynergy Bank Authenticator’ app or your new Digipass®, you can still make payments if you need to.

Your available balance is the amount of funds available to you at that time.  
 
The balance that is described as current balance on the account details screen does not include the overdraft limit or reserved amounts and may include amounts with a future value date that have not yet cleared in the account.

Internal transfers are now only available to and from accounts to which you are a beneficial owner.

If you are not a beneficial owner on an account, but need to move money to or from it, you can still do this using the ‘Make a Payment’ option.

The standard daily user limit for Personal users is £10,000 (subject to available funds).

The standard daily user limit for Business users is £50,000 (subject to available funds).

Please call Customer Service if you have any queries about limits on Online Banking.

Only account holder(s) or authorised third parties can access the account online.

Online Banking is free to use (the only cost being any network or data usage).

Only transaction charges apply. For more fee information relevant to your account(s), visit our document library.

If your query is not answered by these FAQs, please contact our Customer Service team for further assistance.

If you are using Internet Explorer and notice that images are not displaying correctly (they may be cropped or have lines through them), or the menus are not working properly, then you may need to adjust the Compatibility settings. You can usually do this using the ‘Tools’ menu and unticking all options.

If you still experience issues, please contact Customer Service for further assistance.

One-Time Passcodes (OTPs) will be sent to the mobile number registered with your Online Banking account, which is normally the primary contact number listed when you set up your account.

The OTP will not be sent to the mobile number set up for text message services, if you have used a different mobile number to sign up for this service.

Please contact our Customer Service team if you need to update your contact details or your registered mobile number.

Note that OTPs are different from your Online Banking Passcode, which will not change unless you reset it.

If you are unable to view the Online Banking page, check that the device you are using meets the system requirements for Online Banking.

If you are trying to log in to Online Banking and see an 'Incorrect User ID or Passcode' error message, please check that you are entering your log on details correctly.

It may be that Online Banking is temporarily unavailable; in which case please try logging in again after at a later time.

If you still experience issues logging in to Online Banking, contact our Customer Service team.

In the Payments section of Online Banking, select the type of payment you wish to make and complete the necessary fields on the screen. You will need to authorise payments by using the notifications service with the latest ‘Cynergy Bank Authenticator’ app or scanning authentication images with your app or your new Digipass®.

Please note that it is your responsibility to ensure that the account details of the payees are correct before payments are sent.

At times, it may be necessary for your payment to be put through some additional security checks, to make sure it’s genuine. This means it might take a little longer than usual to reach its recipient. Please don’t attempt to make the payment again while these checks are taking place.

To send an international payment (from a non GBP account or outside of the UK) select the 'Make new payment(s) option' and click on the ‘Click to change currency or if payment is not in the UK’. This will display additional fields that are required to make an international payment.

• European payments – Payments made within the European Union require an IBAN number and a SWIFT/BIC code

• United States of America – a routing transit number (RTN), SWIFT code and account number.

• Rest of the World – Account number or IBAN number if applicable and a SWIFT code

Transfers can be made between your own account(s) in different currencies but require two working days to clear. The day's exchange rate will be applied automatically. A limit of £250,000 applies for each cross currency transfer; however there is no limit to how many transfers you make provided you have available funds and do not exceed the daily user limit.

Standing orders can be set up, viewed, amended and cancelled online.

Direct Debits can be viewed and cancelled, but a signed mandate from the direct debit originator addressed to the bank is required to set up a new Direct Debit.

Account(s) are set up for online access in accordance with the existing signing instructions. Business accounts that require more than one signature will require more than one Online Banking user with the appropriate authority to approve a transaction.

When you are applying for a new account in Online Banking we check to make sure you’re eligible for the product. If you are not eligible to apply, it may be for one of the following reasons;

• You do not have a UK registered address
• You do not currently have an open account with us
• You currently only hold a joint account or the account is not in your own name (for example, a power of attorney account)

You may still be eligible to apply for the account through our new customer route if the product is available to the general public. To check this, you should visit the product page on our website.