first direct
 

first direct

help - frequently asked questions

general
security
navigation
balances
statements
messages
payments online
midata
credit cards
personal loan
savings accounts
Offset Mortgage
text message banking
internet banking
logging on
Paym
secure key
digital secure key

 

general

What are the best times to connect to the service?

How do I access Internet Banking?

 

What are the best times to connect to the service?

Internet Banking allows access to your accounts 24 hours a day, 365 days a year. However, there may be times when a part of the service is unavailable to allow for maintenance and updates to the system. This will usually be between 00:00 and 06:00.

 

How do I access Internet Banking?

Internet Banking is fully integrated with our telephone service, you can therefore choose when, and how, you do your banking from home or abroad. To access the service, simply go to firstdirect.com and select 'Internet Banking'. If you are accessing the service for the first time, you will need to set up a new username, password and memorable question/answer. To access full Internet Banking service you will need either a Secure Key or a Digital Secure Key. You will be asked to choose which type of Secure Key you would like when you log on for the first time. You can access a limited Internet Banking service by setting up a username, password and memorable question/answer.

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security

What are my responsibilities with my password?

Can my password be anything?

What are my responsibilities with my Secure Key?

What are my responsibilities with my Digital Secure Key?

 

What are my responsibilities with my password?

You should keep your security details secret at all times and not divulge them to anyone, including first direct employees. If you believe your password has become compromised you should call 03 456 100 234 immediately.

 

Can my electronic password be anything?

Your electronic password needs to be between 8 and 30 characters long and can be a mixture of letters and numbers. For security reasons we recommend that you do not use obvious passwords such as 123456789. Your electronic password must not be the same as your telephone password.

 

What are my responsibilities with my Secure Key?

You should keep your Secure Key safe. Your Secure Key PIN is personal to you and you should keep it secret at all times. Do not divulge it to anyone, including first direct employees. If your Secure Key has been lost or stolen or you believe your PIN has been compromised you should call us on 08 456 100 242 immediately.

 

What are my responsibilities with my Digital Secure Key?

You should keep your Mobile device with your Digital Secure Key on it safe. Your Digital Secure Key password is personal to you and you should keep it secret at all times. Do not divulge it to anyone, including first direct employees. If your Digital Secure Key has been lost or stolen or you believe your password has been compromised you should call us on 03 456 100 242 immediately.

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navigation

How does the navigation work?

When you click on the main menu options on the left, further navigable options appear below. This means that getting around Internet Banking is much faster and you can see what's available more easily.

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balances

Which accounts can I access via Internet Banking?

Balances are available for the following accounts:

  • Offset Mortgage
  • 1st Account
  • Savings Account
  • Everyday Savings Account
  • Everyday e-Saver Account
  • Regular Saver Account
  • Bonus Savings Account
  • e-Savings Account
  • Cash ISA
  • Regular Saver ISA
  • Credit Card
  • Classic Visa
  • Gold Card
  • Flexiloan
  • Non Standard Loan

The balance displayed may also include cheques that have credited your account but are not yet available to withdraw. You will normally have to wait three business weekdays after a cheque is paid in before withdrawing the money. However, please note that cheques can be returned unpaid at a later date. If a cheque is returned, we will debit your account and send an advice to you by post. If you would like further clarification on returned cheques please refer to our Principal Terms and Conditions or call 03 456 100 100.

It is possible that certain transactions may debit and credit your account throughout the day. Your balance will always be the most up to date balance when you first view it, but if you wish to obtain the most up to date details whilst you are logged on to your account, click 'refresh balances'.

Please note that the 'refresh balances' function will update all the balance information displayed within the balance summary, but will not update statement information.

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statements

When will cheques I write show on the system?

How many transactions can I see?

Can I download statement information to my computer?

What is an International Bank Account Number?

What is a Branch Identifier Code?

Where can I find my International Bank Account Number and Branch Identifier Code?

Can I save the format and date each time I download statement information?

Can I print my statement?

What charges information can I see?

What is overdraft interest?

How do I find out how much I have been charged?

When is my account debited?

Where can I find more information?

 

When will cheques I write show on the system?

When you issue a cheque payable to someone else, the amount will normally be deducted from your account two business weekdays after the recipient pays it into their account. For example, the amount of a cheque paid in on Monday will normally be deducted from your account on Wednesday. More time may be needed for a cheque paid into a building society account or a bank outside England or Wales, or any accounts held at a non-clearing bank. If you cash a cheque at a branch of HSBC Bank, the amount will normally be deducted from your account immediately. If your account goes overdrawn, or your existing overdraft increases as a result of our deducting a cheque from your account, we will charge you interest from the day the cheque is deducted from your account. It is possible that certain transactions may debit and credit your account throughout the day. Your statement will always be the most up to date when you first 'log on' to your account, but if you wish to obtain the most up to date details whilst you are 'logged on', click 'refresh statement'.

Please note that the 'refresh statement' function will update the statement information for the account selected, but will not update any other account or your balance summary.

 

How many transactions can I see?

Currently Internet Banking holds up to the last 72 months worth of transactions (while you have an account with us). Should you require paper statements, please call on 03 456 100 100. A charge of £2.50 will be incurred for each paper copy of a statement issued.

 

Can I download statement information to my computer?

Internet Banking allows you to electronically download transactions to a file on your computer. This file can then be loaded into your own excel spreadsheet.

Transactions for the following accounts can be downloaded:

  • Offset Mortgage
  • 1st Account
  • Savings Account
  • Everyday Savings Account
  • Everyday e-Saver Account
  • Regular Saver Account
  • Bonus Savings Account
  • e-Savings Account
  • Cash ISA
  • Regular Saver ISA
  • Flexiloan
  • Classic Visa
  • Gold Card
  • Credit Card

You can also load the file into the following personal finance management software, although we acknowledge these are old applications and this service is limited for the time being:
Microsoft® Money, Intuit Quicken (1997-2005 versions), or your own spreadsheet, for example - Lotus 123, Microsoft® Excel*and Microsoft® Works.

The default date range for downloading statements is set from the previous day, back for 90 days (up to a maximum of 200 transactions within the period selected). You can change the date range if it is still within the 90 day and 200 transaction limit.

Credit card and Gold card statements can only be downloaded one statement at a time.

 

What is an International Bank Account Number?

You will see an International Bank Account Number displayed on your bank statements. International Bank Account Numbers are primarily used across Europe to uniquely identify a bank account number. If you receive payments from Europe you are likely to be asked for your International Bank Account number instead of your "normal" account number. This number will now appear on your electronic bank statements. From July 2003, it will be displayed on paper bank statements.

 

What is a Branch Identifier Code?

You will see a Branch Identifier Code displayed on your bank statements. The Bank Identifier Code is an address that uniquely identifies the branch where your account is held. If you receive payments from Europe you are likely to be asked for your Branch Identifier Code. This code will appear on your electronic bank statements as well as your paper bank statements.

 

Where can I find my International Bank Account Number and Branch Identifier Code?

You can find these numbers by selecting to print your statement on Internet Banking. You can see them on the print preview option and on the printed version of your statement.

 

Can I save the format and date each time I download statement information?

You can save the format of your download information so you don't have to select it each time. If you choose to save the format, it will pre-select the most recent dates since your last download (except credit cards where no dates will be saved). You can of course change both the format and the dates if you choose.

 

Can I print my statement?

You can view and print up to 90 days account transactions (while you have an account open with us) to a maximum of 200 transactions, for the following accounts:

  • Offset Mortgage
  • 1st Account
  • Savings Account
  • Bonus Savings Account
  • Everyday Savings Account
  • Everyday e-Saver Account
  • Regular Saver Account
  • 30 Day Notice Account
  • e-Savings Account
  • Non Standard Loan
  • Cash ISA
  • Regular Saver ISA
  • Flexiloan
  • Credit Card
  • Classic Visa
  • Gold Card

You can select the statement period you require and include an account summary* detailing the total amount paid in and out of the account, the account overdraft limit where applicable and the opening and closing balance for the selected period.

* account summary not available for visa accounts

 

What charges information can I see?

When fees or overdraft interest have been incurred, these will be detailed on a charges advice 21 days prior to the charge being applied. If you have not suppressed charges advice a paper copy will be sent to you, otherwise a link to the charges advice will appear on Internet Banking at the top of the statement screen. You can view the 3 previous charging periods.

 

What is overdraft interest?

Overdraft interest is calculated during the statement month on any debit balances and any withdrawals made against uncleared funds.

 

How do I find out how much I have been charged?

When fees or overdraft interest have been incurred, these will be detailed on a charges advice 21 days prior to the charge being applied. If you have not suppressed charges advice a paper copy will be sent to you, otherwise a link to the charges advice will appear on Internet Banking at the top of the statement screen.

 

When is my account debited?

Any fees and overdraft interest you have incurred will be deducted from your account 21 days after the statement of charges has been produced.

 

Where can I find more information?

For further details of our charges, please select rates from the top menu.

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messages

Can I send messages to you electronically?

How can I draft an electronic message without tying up my telephone line?

How quickly will you respond to messages?

What can I use the electronic message service for?

 

Can I send messages to you electronically?

Yes, by using the 'secure message' option under 'contact us' menu. You can also send other comments by using 'feedback', under 'contact us'.

 

How can I draft an electronic message without tying up my telephone line?

The electronic messaging system on Internet Banking is designed for sending and receiving secure, short messages between you and first direct. For security reasons, the Internet Banking service 'times out' after 15 minutes of inactivity. For this reason, if you are typing a long message to us, you may be disconnected from the service before you have the opportunity to send it. You can save time and costs by using your Windows Notepad or your Word Processor to type the message off-line. You can then copy and paste the message into Internet Banking when you log on to the service. If you are unsure how to copy and paste, please consult your Word Processor help section.

 

How quickly will you respond to messages?

We will respond to your messages within 48 hours. Whilst in all instances we may not have the answer to your query we will be able to advise you of the likely timescales.

 

What can I use the electronic message service for?

We recommend that you use the electronic message service for non-urgent queries. In circumstances where the request is urgent please call us on 03 456 100 100 for us to carry out your request immediately.

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payments online

Can I set up a new payment destination online?

How long does it take to transfer money between first direct and HSBC (not HSBC Head Office Collection) accounts?

Who can I make payments to?

What are the cut-off times for sending a payment?

What is the difference between balance and available balance?

How long does it take to make a payment to a first direct credit card?

What do I do if the destination account number is not 8 digits long?

Can I delete payment destinations?

Can I make foreign payments?

 

Can I set up a new payment destination online?

Yes, you can set up new payment destinations online - select 'payments & transfers' then choose the account to make the transfer from followed by either 'Pay a company' or 'Pay another person'.

With the introduction of Secure Key customers can continue to create new payments online. If you have opted not have a Secure Key you won't be able to set up a new payment online.

If you have not yet been asked to make a choice about which type of Secure Key to use then you will be able to continue to create new payments online. Once you are asked to make a choice, a Secure Key or Digital Secure Key will enable you to continue creating new payments online.

We hold most payment details for telecom, gas, water, electricity and mail order providers as well as Visa and Mastercard under the 'Pay a company' option. You will need to select the payment destination, input your reference number and other payment details then make the payment. You can also set up a payment to your first direct credit card using this option.

You can set up payments to other accounts if you have the destination sort code and account number by using the 'Pay another person' option. If you are unsure of the banking details to use, please contact the beneficiary to confirm the banking details needed to make the payment.

Some new payments will require a Transaction Signing code to be generated using your Secure Key or Digital Secure Key. If the payment you are making requires a Transaction Signing code there will be on screen instructions to help you. If you require assistance when generating this code please call 0345 587 3494.

It is very important that you make sure that the details of your payment are correct. We will make the payment on the basis of this information. If you give us the incorrect information, we will not be responsible if the payment is not made, it is delayed or it is made incorrectly. You will be given the opportunity to check the details before confirming the payment.

 

How long does it take to transfer money between first direct and HSBC (not HSBC Head Office Collection) accounts?

Any transfers from your account to another first direct or HSBC (not HSBC Head Office Collection) account will take place immediately, 7 days a week. If the transfer has been arranged after 11.45pm then the funds will transfer immediately, but will show on your statement as the following day. These payments may also be subject to fraud checks.

 

Who can I make payments to?

You can make payments to most UK based individuals and organisations. A number of UK Banks now operate a system called the Faster Payments Service (FPS). FPS is a UK clearing system which is available between the member banks and covers the following types of payment:-

  • same day payments
  • forward dated payments
  • standing orders

In normal circumstances, payments will be received by the beneficiary's bank within two hours.

Some organisations and banks will not accept FPS payments, in which case funds will be sent using the existing system and be received on the next working day provided your payment instruction is received by us before the applicable cut-off time.

 

What are the cut-off times for sending a payment?

If you select to pay the amount on the date the payment is input, the payment will be taken from your account immediately.

Faster Payments generated after 11.45pm will not be sent until the next day. If you ask for a payment to be made immediately, it cannot be stopped.

Payments that are not Faster Payments and which are generated after 3:30pm or on a non-working day will not be sent until the next working day.

 

What is the difference between balance and available balance?

Your balance includes all transactions that have been posted to your account at the time of your request and may include uncleared items such as cheques paid in. Your balance may not represent funds that are available for you to withdraw.

Your available balance represents funds that you are able to withdraw against (subject to any restrictions on withdrawals) and includes any agreed overdraft on your account, but may include cheques which have still not been paid and which could be returned unpaid, at a later date (see the first direct Account Terms and Conditions for late return of unpaid cheques). Both balances may include transactions that are not yet processed, such as debit card transactions, and may be subject to reconciliation for accounting errors and Court Orders affecting your account.

 

How long does it take to make a payment to a first direct credit card?

Payments to first direct credit cards or any HSBC credit card will normally be reflected in the credit card available balance within two hours of being sent. The account balance will be updated the next working day. If the payment was sent after 5pm on the last working day of the week, it will not update the credit card available balance until the day after the next working day.

 

What do I do if the destination account number is not 8 digits long?

Although most banks use 8 digit account numbers, some have either 7 or 9 digits and in these cases changes are required in order to send payments to them.

For Egg Savings and Lloyds TSB accounts, if the account number is 7 digits long, please precede this with a 0 (i.e. account number 1234567 will need to be 01234567).

For Girobank Account/National Savings, if the account number is 9 digits long, please remove the first digit of the account number and replace the last digit of the sort code with this (i.e. sort code 720000, account number 123456789 would become sort code 720001, account number 23456789).

If your account number is not 8 digits long and is not covered by one of the instances above, please call us on 03 456 100 100 for assistance.

 

Can I delete payment destinations?

You can delete payment destinations from your list of payees although for those you have recently sent a payment to, you will need to wait to do this.

 

Can I make foreign payments?

To make international payments, please contact us on 03 456 100 100. You can call us from abroad on +44 113 2345678.

The information required to make your payment varies depending on the destination country. We'll be happy to advise you what details are needed when you call.

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credit cards

Can I view my previous credit card statements?

Up to what time can I transfer funds from my credit card to another first direct account?

Can I view transactions made since my last credit card statement?

What charges are relevant to first direct credit cards?

Can I set up an instruction so that my credit card is paid automatically?

If I arrange a payment over the telephone or by Internet Banking, how long will it take to reach my account?

Can I transfer a balance from another credit card or store card?

Why can't I see transactions on my new credit card account straight away?

Can I apply for an increase in my credit card limit?

Can I apply for a new credit card on-line?

Why does the total of my transactions not add up to my credit card balance?

 

Can I view my previous credit card statements?

It is possible to view your previous three credit card statements. To do this, simply choose a statement period from the drop down list on the credit card statement screen. The statement date will be displayed on screen.

 

Up to what time can I transfer funds from my credit card to another first direct account?

The request must be received before 15:30 and a charge is applied for this service.

 

Can I view transactions made since my last credit card statement?

You can see transactions that have been made since your last statement, in addition to those detailed on the statements you have received. Items appearing since your last statement are for viewing purposes only and no action can be taken on them until they appear on your next statement. If you wish to query a transaction, please wait until it appears on your statement before contacting us.

 

What charges are relevant to first direct credit cards?

For our latest charges please refer to 'rates'.

 

Can I set up an instruction so that my credit card is paid automatically?

Yes, we can arrange a Direct Debit for the minimum repayment of 3% or £5 whichever is the greater. Please send us an electronic message or call 03 456 100 100 for more information on Direct Debit payments.

 

If I arrange a payment over the telephone or by Internet Banking, how long will it take to reach my account?

Payments to first direct credit cards or any HSBC credit card will take up to 2 working days to credit. For interest calculation purposes, this payment will be backdated to the day on which it leaves your account. This means that if you are paying your balance in full, payment could be sent on the due date and no interest will be incurred.

However, the funds available within your credit limit will not be updated until up to 2 working days after the payment is made.

 

Can I transfer a balance from another credit card or store card?

If you already possess a first direct credit card you can arrange a balance transfer from another credit card or store card. To do this, access your credit card transaction details and select the Balance Transfer link.

There may be a charge for this service.

 

Why can't I see transactions on my new credit card account straight away?

You will be unable to view statement information for a credit card until your first statement has been produced. As the information has not been formatted onto a statement, it cannot be updated onto Internet Banking. The correct balance however, will be displayed.

If you wish to discuss your statement please call 03 456 100 100.

 

Can I apply for an increase in my credit card limit?

If you already have a credit card you can apply for an increase in the card limit on-line. To do this, access your credit card transaction details and select the 'increase limit' link. Alternatively, select 'credit card limit' from the 'apply' menu. We can usually give you an immediate decision on-line.

 

Can I apply for a new credit card on-line?

You can apply for a Gold Card or Credit Card by selecting the 'apply' option from the main menu. We can usually give you an immediate decision on-line. We'll then send a completed application form for you to sign and return to us.

 

Why does the total of my transactions not add up to my credit card balance?

If you've ever noticed that sometimes the balance on your statement in Internet Banking doesn't add up to the total of what you've spent on your card, then here's why.

All credit card statements have a statement production date and payment due date. If you don't pay off the full amount by the payment date, there is a time (a few days) between the payment date and the statement production date when the interest on your outstanding amount is applied to your balance but is not listed as an item on your statement. When the next statement is produced, the interest charge will appear as an item and everything will add up again.

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personal loan

Is the interest rate variable?

What are the minimum and maximum amounts I can borrow?

 

Is the interest rate variable?

Interest rates for Personal Loans are fixed at the time the loan is agreed. For current interest rates see 'rates'.

 

What are the minimum and maximum amounts I can borrow?

The minimum amount you can borrow is £1000, and the maximum is £25,000. The amount you can borrow is subject to status. For more information please refer to 'rates'.

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savings accounts

What types of savings accounts do first direct offer?

Do you have a Savings Account that gives me instant access to my money?

If I open a savings account with first direct will I be able to view my transactions on Internet Banking?

Will I get statements for my e-Savings Account or Everyday e-Saver Account?

How do I make withdrawals from my e-Savings Account or Everyday e-Saver Account?

If I'm a non-taxpayer, how do I request an R85 form?

How do I request a paying-in book?

Can I have my interest paid to another account?

Can I have details of my e-Savings Account or Everyday e-Saver Account sent to me via text message banking?

 

What types of savings accounts do first direct offer?

  • Bonus Savings Account
  • Savings Account
  • Cash ISA
  • Regular Saver ISA Account

 

Do you have a Savings Account that gives me instant access to my money?

Yes, you have instant access with our Savings Account. You can apply for a Savings Account via Internet Banking, just select the Savings Account option from 'apply'.

We also offer a Bonus Savings Account which provides instant access but rewards savers who do not make withdrawals by paying a bonus.

You can apply for a Bonus Savings Account via Internet Banking, just select the Bonus Savings option from 'apply'.

You can get instant access to your money from your existing Everyday e-Saver Account, although this is by internal transfer to another first direct account. Transfers to other accounts held elsewhere may take longer.

 

If I open a savings account with first direct will I be able to view my transactions on Internet Banking?

You can view balance and statement details for your Savings Account or e-Savings Account, existing Everyday e-Saver Account, Bonus Savings Account, and any existing Everyday Savings Account you may have. In addition you can view your Cash ISA balance and statement details, as well as your remaining annual contribution limit.

 

Will I get statements for my e-Savings Account or existing Everyday e-Saver Account?

You can view statements online and it's a good habit to make regular hard copies for your records.

 

How do I make withdrawals from my e-Savings Account or existing Everyday e-Saver Account?

You can make withdrawals by transferring your money online as normal, to your first direct 1st Account.

 

If I'm a non-taxpayer, how do I request an R85 form?

You no longer need an R85 form as all credit interest will be paid without tax veing taken off (paid gross).

For further information, visit the HM Revenue and Customs (HMRC) website or contact the HMRC by telephone on: 0845 980 0645.

 

How do I request a paying-in book?

You can send us a request by secure electronic message when you're logged-on to Internet Banking by selecting 'contact us' from the left-hand menu and choosing 'secure message'.

 

Can I have my interest paid to another account?

You can arrange to have your interest diverted to another first direct or HSBC account. Just send us a request by secure electronic message when you're logged-on to Internet Banking by selecting 'contact us' from the left-hand menu and choosing 'secure message'.

 

Can I have details of my e-Savings Account or existing Everyday e-Saver Account sent to me via text message banking?

Yes, you can arrange this when you're logged-on to Internet Banking by selecting 'text message banking' from the left-hand menu and choosing 'manage messages'.

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midata

What is midata?

How do I access midata?

Is there an Industry wide Code of Practice for midata?

Will all banks be part of midata?

Which accounts is midata available for?

Why does midata have to be in a specific format?

Using midata, what is compared?

What time period will midata cover?

What if my account has been open for less than 12 months?

Why do some of my transaction descriptions contain asterisks?

What can I do to protect myself against fraud and financial crime online?

Can I use midata for anything else?

Can I download midata using my tablet or mobile?

 

What is midata?

midata is an initiative to improve transparency across the banking industry. midata provides personal current account customers, who are registered for Internet Banking, with access to their transactional data for their current account(s) only, which they can upload to third party price comparison websites to compare and identify the best value. Each price comparison website display alternative current account providers based on their own calculations.

 

How do I access midata?

Select your 1st Account from 'My Accounts' then the 'download' button at the bottom of the page. A new page will open with the option to download midata. Read the text and select the tick box then 'Download midata'.

 

Is there an Industry wide Code of Practice for midata?

Current account providers and third parties associated with midata have committed to a midata Code of Practice which is available on the following website: www.pcamidata.co.uk

 

Will all banks be part of midata?

midata is a voluntary scheme however many of the major UK banks are participating.

 

Which accounts is midata available for?

midata is only available for personal current accounts.

 

Why does midata have to be in a specific format?

Using a common format means you don't have to type your information into a price comparison website, but can simply upload the file. Please note that because of the specific midata format it mustn't be amended before uploading to any third party comparison websites.

 

Using midata, what is compared?

The provision of data in the midata standard format allows customers to upload this to price comparison websites. In line with the Code of Practice price comparison websites should display alternative current account providers based on their own calculations for charges, fees and interest.

midata only compares current accounts that are currently available and may not compare benefits from reward and loyalty schemes, insurances and offset mortgages. For more information please visit www.pcamidata.co.uk.

 

What time period will midata cover?

The downloaded file will cover a 12 month period. However, for fraud prevention purposes midata won't include any transactions made in the 30 days before you choose to download it. e.g. if midata is downloaded on 15 April 2015, the midata period is from 15 March 2014 up to and including 14 March 2015.

 

What if my account has been open for less than 12 months?

As long as there have been any transactions on the account within the 12 month midata period, midata will still be available to download.

 

Why do some of my transaction descriptions contain asterisks?

Asterisks are used to replace information that isn't required for personal current account comparison purposes. This has been agreed as the industry standard for midata.

 

What can I do to protect myself against fraud and financial crime online?

For information about protecting yourself against fraud and financial crime visit the Security Centre.

 

Can I use midata for anything else?

You should only use your midata download for uploading to price comparison websites.

 

Can I download midata using my tablet or mobile?

midata has been designed only to be downloaded using a PC or a Mac with internet access.

 

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Offset Mortgage

What is an Offset Mortgage?

How do I apply for an Offset Mortgage?

 

What is an Offset Mortgage?

An Offset Mortgage brings all your money together to give you the full benefit of what you're worth. If your money is presently split up into different saving, mortgage and borrowing accounts you pay more interest. With an Offset Mortgage, your income and savings automatically reduce the amount of your borrowing. So you pay less interest, and could pay everything back quicker, leaving you better off.

For more information, please select 'Products & services' from the footer, then 'mortgages'.

 

How do I apply for an Offset Mortgage?

Select 'apply' from the main menu and then 'Offset Mortgage'

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text message banking

How soon will I receive my banking messages after I have registered for the service?

How can I update my text message banking events?

What does the suspend text message banking function do?

What does the resume text message banking function do?

I have suspended text message banking, how can I resume the service early?

What does the cancel text message banking function do?

 

How soon will I receive my banking messages after I have registered for the service?

After registering for the service, you will receive a welcome message. Your event messages will then commence, depending on the types of events you have requested.

 

How can I update my text message banking events?

To update your events select 'text message banking' and then 'manage messages'. Alternatively, you can call 03 456 100 123, you must do this before 10pm if you want us to act on your instruction from the next working day.

 

What does the suspend text message banking function do?

You may wish to suspend text message banking for a short period, e.g. while you are on holiday. To suspend the service select 'text message banking' and then 'suspend/resume' - follow the on-screen prompts.

 

What does the resume text message banking function do?

If you have suspended the service, selecting 'suspend/resume' will restart your banking messages. To resume the service, select 'text message banking' and then 'suspend/resume'.

 

I have suspended text message banking, how can I resume the service early?

To resume the service early select 'text message banking' and then 'suspend/resume'.

 

What does the cancel text message banking function do?

'Selecting 'text message banking' and then 'cancel' will cancel the service and no further messages will be sent.

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internet banking

Can I access the service from abroad?

Why is first direct introducing Secure Key or Digital Secure Key?

Do I have to use a Secure Key or Digital Secure Key every time I log on?

What is limited Internet Banking service?

How do I request an upgrade pack?

Can I access the Digital Secure Key while I'm abroad?

Can I use an Internet Café or my computer at work to access Internet Banking?

 

Can I access the service from abroad?

The Internet Banking service can be accessed from anywhere in the world. If you have already set up your security details and have chosen to use a Secure Key or a Digital Secure Key you will need your username, the answer to your memorable question and the security code generated on the Secure Key or Digital Secure Key. If you have chosen a limited Internet Banking service you will need to enter your username, 3 random letters from your electronic password and the answer to your memorable question.

 

Why is first direct introducing Secure Key or Digital Secure Key?

first direct takes the security of its customers very seriously. We are constantly evolving how we keep you protected whilst using Internet Banking. Secure Key and Digital Secure Key are the latest of these innovations. In the face of increasingly sophisticated online threats, it gives valuable added protection. A secure key generates a new security code each time you use them, to help ensure only you can access your accounts. However, first direct have listened to customer feedback and introduced a limited Internet Banking service to allow customers who do not use a Secure Key or Digital Secure Key to access their accounts.

 

Do I have to use a Secure Key or Digital Secure Key every time I log on?

No, first direct have listened to customer feedback and introduced a limited Internet Banking service to allow you to access Internet Banking without a Digital Secure Key or Secure Key.

 

What is limited Internet Banking service?

Limited Internet Banking service is a lighter service. It allows customers to log on to Internet Banking without their Secure Key to access things like their balances and make payments to existing beneficiaries.

 

How do I request an upgrade pack?

We are upgrading all our customers in phases and plan to upgrade all existing Internet Banking customers by the end of 2013. We will write to you to let you know when it's time for you to upgrade, and you will receive your Upgrade Pack approximately 5-6 weeks later.

 

Can I access the Digital Secure Key while I'm abroad?

The Digital Secure Key is stand alone. It will work anywhere, without being connected to Wi-Fi or mobile networks. However we recommend that you don't use the Banking on the go App abroad, but if you do, you'll need to make sure that it's permitted by local law and remember your network provider's charges may be higher for data usage abroad.

 

Can I use an Internet Café or my computer at work to access Internet Banking?

Our Internet Banking service can be accessed from anywhere in the world where you are able to access the internet. If you have already set up your security details and have chosen to use a Secure Key or a Digital Secure Key you will need your username, the answer to your memorable question and the security code generated on the Secure Key or Digital Secure Key. If you have chosen a limited Internet Banking service you will need to enter your username, followed by 3 random characters from your password and the answer to your memorable question in order to access your accounts. Remember to log off when you have finished.

 

logging on

Can I save my username?

Is my username unique?

Why can I not access Internet Banking plus?

What browsers can I use to log on to Internet Banking?

What happens if I forget my security details in the future?

What else can I do to protect against online fraud?

Who can I speak to if I need support when setting up my new security details?

 

Can I save my username?

Yes you can. Just select 'Remember my username' on the log on page of Internet Banking or 'Remember me' on the log on screen in the app. Your username will be encrypted and stored securely.

 

Is my username unique?

You will need to set to up a username that is unique to you, which you will need each time you log on to Internet Banking in future. It is important when creating a username that you choose one which you will remember when you next log on.

 

Why can I not access Internet Banking plus?

It is important that you set up your new security details within first direct Internet Banking before you access Internet Banking plus. You will need to log on to Internet Banking and follow the instructions to set up your new Internet Banking log on details. You then need to update your Internet Banking details within Internet Banking plus. Simply log on to Internet Banking plus in the normal way and select 'my details' and then select 'change organisations security details' and update your new first direct details.

 

What browsers can I use to log on to Internet Banking?

It's fairly simple - you need a PC, a Mac, a smartphone or tablet with internet access and the right browser software. Some of this may sound technical but most new computers will have all this on board.

  • PC browser: Microsoft® Internet Explorer (version 7 or higher)*, Mozilla Firefox (version 3 or higher)** or Google Chrome (version 6 or higher)***
  • Mac browser: Safari (version 4 or higher), Mozilla Firefox (version 3 or higher)** or Google Chrome (version 6 or higher)***
  • colour display, minimum pixel resolution 1024 x 768
  • modem (minimum speed 56kbp).

Please note: PCs and Macs connected to Local Area Networks are not supported.

* The latest version of this software can be downloaded from the Microsoft® website at www.microsoft.com. Any installation difficulties should be referred to Microsoft®.
** The latest version of this software can be downloaded from the Mozilla website at www.mozilla.com. Any installation difficulties should be referred to Mozilla.
*** The latest version of this software can be downloaded from the Google website at www.google.com/chrome. Any installation difficulties should be referred to Google.

If you're an existing first direct customer and not yet registered for our online banking service, just call us on 03 456 100 100 for your online IDs and to find out how you can register for the service.

 

What happens if I forget my security details in the future?

You can reset your security details within Internet Banking. To be able to do this you will need to set up two additional questions and answers. You will set these up at the same time as registering for Internet Banking.

Should you forget more than one of your security details, you will need to complete the online reset request form. You should then call us to activate this on 03 456 100 234.

 

What else can I do to protect against online fraud?

first direct will never send you an email asking you to confirm your security details and we will never ask you to divulge your full passwords via email. If you receive an email of this nature please contact us on 03 456 100 234. Please keep your passwords private and ensure you don't use the same passwords for all your online log ons.

 

Who can I speak to if I need support when setting up my new security details?

If you have any questions about security or you need assistance while setting up your new security details you can contact our Digital Support Team on 03 456 100 234.

 

secure key

What is a Secure Key and what is it used for?

How does the Secure Key work?

What is a Secure Key PIN?

What are the differences between a Secure Key and a Digital Secure Key?

How do I switch the Secure Key on and off?

Who can I speak to if I need support with my Secure Key or Digital Secure Key?

What is transaction signing?

Who can I speak to if I need support with transaction signing?

What is re-authentication?

Who can I speak to if I need support with re-authentication?

 

What is a Secure Key and what is it used for?

Secure Key is a compact and portable device which brings an additional level of protection when you bank with Internet Banking. As online threats change we are constantly evolving how we keep you protected and Secure Key is the latest of these innovations. Once you've activated it, the Secure Key will be uniquely linked to you. You will need to use it each time you log on to Internet Banking. A Digital Secure Key is software that generates a one time password on your smartphone, which provides extra protection for your accounts.

Secure Key is also used to generate transaction signing and re-authentication codes, which are used to verify certain types of new payments and changes to your Online Banking log on details. Whenever you need to generate one of these codes you will be given on screen instructions.

 

How does the Secure Key work?

The Secure Key works by generating a unique security code every time you use it to log on to Internet Banking.

 

What is a Secure Key PIN?

A Secure Key PIN is a four to eight digit code which you use to gain access to your Secure Key. You'll have chosen this when you activated your Secure Key. If you have chosen a Digital Secure Key you will need a Digital Secure Key password.

 

What are the differences between a Secure Key and a Digital Secure Key?

The Digital Secure Key has been designed to work as part of the Banking on the go App on mobile devices. It supports the following operating systems:

  • Apple: iOS v5.0 and above
  • Android:™ v2.3 and above

The Secure Key is a physical device which has been designed so that it is small enough to carry with you or be attached to a key ring.

 

How do I switch the Secure Key on and off?

To switch on the Secure Key, press and hold the green button in the bottom right hand corner for two seconds. If this doesn't work, give us a call on 03 456 100 242 and we will arrange for a replacement to be sent in approximately 7 to 10 working days. Your Secure Key will switch itself off.

 

Who can I speak to if I need support with my Secure Key or Digital Secure Key?

If you have any questions about security or you need assistance while setting up your Secure Key or Digtial Secure Key you can contact us on 03 456 100 242.

 

What is transaction signing?

Transaction signing is when you generate a unique security code from your Secure Key or Digital Secure Key when making certain new payments. It's just another way we can help keep your Internet Banking even safer. When you transaction sign we know it's you making that payment.

 

Who can I speak to if I need support with transaction signing?

If you have any questions about transaction signing or you need assistance while generating a transaction signing code you can contact us on 0345 587 3494.

 

What is re-authentication?

Re-authentication is when you generate a unique security code from your Secure Key or Digital Secure Key when changing Online Banking log on details. It's just another way we can help keep your Online Banking even safer. When you re-authenticate we know it's you changing your details.

 

Who can I speak to if I need support with re-authentication?

If you have any questions about re-authentication or you need assistance while generating a re-authentication code you can contact us on 0345 587 3494.

 

digital secure key

What is a Digital Secure Key?

What is a Digital Secure Key password?

I can't remember my Digital Secure Key Password, what should I do?

Which mobile devices are compatible?

Can I use my tablet as my Digital Secure Key?

What are the differences between a Digital Secure Key and Secure Key?

Can I change from a Digital Secure Key to a Secure Key?

Support for Secure Key or Digital Secure Key?

Where can i get the Banking on the go App?

Can I use mobile banking as well as Internet Banking with either a Secure Key or a Digital Secure Key?

What is transaction signing?

Who can I speak to if I need support with transaction signing?

What is re-authentication?

Who can I speak to if I need support with re-authentication?

 

What is a Digital Secure Key?

A Digital Secure Key is software that generates a unique security code on your smartphone, which provides extra protection for your accounts and transactions.

 

What is a Digital Secure Key password?

This is a password you set up when you activate the Digital Secure Key on your mobile phone.

 

I can't remember my Digital Secure Key Password, what should I do?

You'll need to open the Banking on the go App and select the help button at the top right of the log on page. Select 'Forgotten Secure Key password' and follow the instructions on your screen.

 

Which mobile devices are compatible?

The Digital Secure Key has been designed to work as part of the Banking on the go App on the following devices/operating systems:

  • Apple: iPhone (4 onwards)
  • iPod Touch (5th generation onwards)
  • iPad (2nd generation onwards)
  • iPad mini devices running iOS7 or higher
  • Android™: v4.0 and above

Currently it is not possible to activate a Digital Secure Key on your iPad.

 

Can I use my tablet as my Digital Secure Key?

You will be able to activate a Digital Secure Key on your tablet device however, currently it is not possible to activate a Digital Secure Key on an iPad. It may be something we consider in the future but we have no timescales for this at present.

 

What are the differences between a Digital Secure Key and Secure Key?

The Digital Secure Key has been designed to work as part of the Banking on the go App on the following devices/operating systems

  • Apple: iPhone (4 onwards),
  • iPod Touch (5th generation onwards)
  • iPad (2nd generation onwards)
  • iPad mini devices running iOS7 or higher
  • Android™: v4.0 and above

The Secure Key is a physical device which has been designed so that it is small enough to carry with you or be attached to a key ring.

 

Can I change from a Digital Secure Key to a Secure Key?

Yes you can. Please call us on 03 456 100 242 and we can arrange this for you.

 

Support for Secure Key or Digital Secure Key?

Should you have any enquiries concerning your Secure Key or Digital Secure Key please contact our Support Team by sending us an electronic message via our messaging service, or calling us on 03 456 100 242.

 

Where can i get the Banking on the go App?

You can download the App from the Apple App store, Blackberry AppWorld and Google Play store.

 

Can I use mobile banking as well as Internet Banking with either a Secure Key or a Digital Secure Key?

Yes you can. You can access the Banking on the go App or Internet Banking with either a Secure Key or a Digital Secure Key. You can use either device to generate a Security Code when logging on to Internet Banking from a desktop, laptop or any internet accessible platform.

 

What is transaction signing?

Transaction signing is when you generate a unique security code from your Secure Key or Digital Secure Key when making certain new payments. It's just another way we can help keep your Internet Banking even safer. When you transaction sign we know it's you making that payment.

 

Who can I speak to if I need support with transaction signing?

If you have any questions about transaction signing or you need assistance while generating a transaction signing code you can contact us on 0345 587 3494.

 

What is re-authentication?

Re-authentication is when you generate a unique security code from your Secure Key or Digital Secure Key when changing your Online Banking log on details. It's just another way we can help keep your Online Banking even safer. When you re-authenticate we know it's you changing your details.

 

Who can I speak to if I need support with re-authentication?

If you have any questions about re-authentication or you need assistance while generating a re-authentication code you can contact us on 0345 587 3494.

 

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