Coutts Crown Dependencies
Help
What should I do if I’ve forgotten my username?
If you can’t recall your username, call the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848. The team will be able to help you regain access to the service.
How do I log in to Online Banking with my username, card and reader?
To log in to Coutts Crown Dependencies Online you will need your card and card reader. To log in, follow the steps below:
- Visit www.couttscrowndependencies.com
- Select Login
- Enter your username and select Next
- To generate a passcode
- Insert your card into the reader, the screen will display Select Function
- Press the Identify button on the card reader
- Enter your card PIN into the card reader, and press OK
- If the PIN is correct, a passcode will be displayed on the card reader. Enter this Passcode (without spaces) into the field on your Coutts Crown Dependencies Online screen.
- Select Next
We will NEVER ask you to provide a PIN or passcode over the phone. If you are ever asked for this information, please disconnect the call and contact the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848 immediately from a different phone.
Please note, while we use up-to-date security measures to ensure that our service is safe and secure, we also recommend that you take the following precautions:
- Keep your computer secure. Install anti-virus and firewall software on any devices that you use to log in. Always ensure that they, and the browsers you use, are kept up-to-date.
- Download Rapport - free security software developed by Trusteer, which helps to protect you against malware. To find out more and download this software go to couttscrowndependencies.com/rapport
- Treat emails that you receive with caution and be wary of emails or telephone calls asking you to reveal any personal security details. Neither the police nor we will ever contact you to ask you to reveal your PIN or any passcodes.
What if my card reader is lost, stolen or damaged?
If your card reader is lost, stolen or damaged, please call the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848. The team will arrange for a replacement card reader to be sent to you.
I can’t remember my card PIN. What should I do?
If you are unable to remember the PIN for your smartcard, your administrator will need to order you a replacement card and PIN. If you are the administrator or account owner please contact the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848 to arrange for a new smartcard and PIN to be sent to you.
What do I do if my online access is blocked?
If your online access is blocked you will need to call the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848 who can unblock the access for you and investigate why it occurred.
How do I set my new smartcard PIN?
The first time you use your smartcard you will need to change the PIN. To do this place the smartcard into the smartcard reader and complete the following steps:
- Insert your card in to the reader or press ON
- Enter the PIN contained in your PIN mailer that was sent through the post
- Press OK
- Enter PIN, a 4 digit number of your choice
- Press OK
- Repeat PIN
- Press OK
To change your PIN at any time
- Insert your card in to the reader or press ON
- Select Identify on the card reader
- Enter PIN
- Press OK
- Press Menu twice until PIN Change is displayed
- Press OK
- Enter current PIN
- Press OK
- Enter New PIN, a 4 digit number of your choice
- Press OK
- Repeat PIN
- Press OK
Your new PIN is now your current PIN and should be used when requested
What are Notice messages?
Notice messages are general messages sent by the bank to keep you updated with news regarding the service. For example, we will use Notice messages to advise you when we add new features or when the system will be unavailable during maintenance times.
How do I view Notice messages?
- Select Notices from the top of the page
- Choose the Notice message by selecting the relevant message title.
What are preferences?
Preferences allows you to specify the first screen that you will see when you login, your preferred logout timeout period and the number of items shown on a page.
How do I contact the Digital Helpdesk?
You can contact the Coutts Crown Dependencies Digital Helpdesk Monday to Friday 8am - 6pm on +44 (0) 1534 282848.
Please note Coutts Crown Dependencies Digital Helpdesk will never contact you by email. Should you receive an email from Coutts Crown Dependencies Digital Helpdesk, please contact us on the above number.
For more information about staying safe online, including how to download our free security software, please visit our Security Centre.
Which browsers will give me the best online experience?
For the best and most secure experience, you should use the most recently released version of your preferred browser.
If you use an older version of any browser, your online experience may be affected.
To update your browser, you can find links to the most popular browsers for PCs below:
Who should I call if I’m having problems using Online Banking?
You can call the Coutts Crown Dependencies Digital Helpdesk on +44 (0) 1534 282848 Monday to Friday 8am - 6pm
What is displayed in the account number column?
Your account number which is an 8-digit number, used to identify your account.
What is displayed in the balance columns?
The Current balance shows the funds in the account at that time, including any transactions that are in the process of going through your account. This is sometimes called a real time balance or intra-day balance.
The Available funds shows the current cleared balance, including debits and credits that have been cleared or are due to be cleared that day and any overdraft facilities. This balance also includes debit card transactions that are pending as well as funds available in any linked accounts
Last night's ledger balance shows all transactions that have been posted to the account as at the close of the previous business day.
Last night's cleared balance is the ledger balance as at the close of the previous business day.
You can choose which balance are displayed by selecting Edit Columns
What is displayed in the Account Name column?
The Account Name is used to make the identification of the accounts easier and may include the name of the account and the name of the product or account type.
Alternatively, it may display an account alias if you have chosen to allocate one.
How do I download transactions?
You can download the transaction information being displayed on the screen. Use the monthly transaction summary or search for transactions and then follow the steps below.
1. Select Download
2. Select the format you require, .CSV, .QIF or OFX
3. Select Download
Depending on your Windows version you may then have the option .
- Open – will open the file, usually in Microsoft Excel or similar software
- Save – allows you to save the file to your hard disk or local storage i.e. memory stick
- Cancel – this will stop the download of the transaction information and nothing will be stored on your computer
Or you may be able to open the file without having to select one of the above options
How do I find transactions for my account?
To find transactions on your account
- Select Accounts
- Select Your Accounts
- Select the account from this list
This will take you to the transaction screen where you will see all the transactions for the current month or select the month you wish to view.
Alternatively, you can use the search option which will allow you to search for transactions between dates, amounts or for a specific transaction description.
- Select Search
- Complete your criteria such as date ranges,confirmed or pending transactions, amount or transaction description.
- Select Search
The transactions matching your search criteria will be displayed for you to view, print or download
What is an account alias?
Every account registered with Coutts Crown Dependencies Online is identified by a name or number. This can be the account name or account number plus the sort code. Alternatively, you can give the account a new name - an account alias - which makes identifying accounts easier and can be especially useful if you work with a large number of accounts.
Until you edit it, the default account alias is the same as the account name on your statement. The account alias is only visible in Coutts Crown Dependencies Online and will not change the actual name of your account.
How do I create an account alias?
- Select Accounts
- Select an account from Your Accounts
- Select the Account Information
- Select Amend Detail
- Enter an Account Alias
- Select Save
Each user has the ability to set their own account alias for the accounts they can view.
How do I change my account name?
You can change the account name displayed in Coutts Crown Dependencies Online to a name of your choice
- Select Accounts
- Select Your Accounts
- Select the Account you wish to change
- Select the Account Information
- Select Amend Detail
- Enter the Account Alias
- Select Save
If you wish to see the account number displayed as part of the account name, you should add this as part of your account alias
How do I remove an account from Online Banking?
The Coutts Crown Dependencies Digital Helpdesk, 7 days a week on +44 (0) 1534 282848 will be able to do this for you unless you are a Commercial user, in which case you should contact your relationship manager who can arrange for the account to be deleted.
Why doesn't the transaction screen open at the current month?
The transaction screen opens to the last month that a transaction was processed. If no credits or debits were received in the current month then the screen will show the last month that there was movement on the account.
If there has been no movement on the account for a significant amount of time then the default will revert back to the current month.
Can I change the balances displayed on the Your Accounts page?
The balances can be changed
- Select Accounts
- Select Your Accounts
- You can decide which information you wish to view by selecting the following options in Edit Columns:
- Name
- Type
- Account Number
- Sort Code
- Currency
- Current Balance
- Available Funds
- Last Night's Ledger Balance
- Last Night's Cleared Balance
How do I search across all of my accounts at once?
To search across multiple accounts
- Select Accounts
- Select Your Accounts
- Select Search
- Select all accounts, individual accounts or the account sets that you wish to search, along with your criteria such as date ranges,amounts or transaction description.
- Select Search
The transactions matching your search criteria will be displayed for you to view, print or download
How do I check if an expected payment has been received?
- Select Accounts
- Select Your Accounts
- Select the relevant Account
The latest transactions will be displayed.
Alternatively to search for a transaction
- Select Search
- Enter the relevant search criteria
- Select Search.
You may wish to consider creating an alert to advise you by text or email when transactions above a set limit are recieved in to your account.
Is my account balance updated in real-time?
The 'current balance', sometimes called the 'real-time' balance, shows the funds in the account at that time including credits that have been paid in even though the funds may not have cleared. It does not include any pending debit card transaction but will show these items once they are debited to your account.
What is displayed in the Asset Class column?
In the Asset Class column you can see the type of investment the account contains, for example, equities or bonds, commodities or alternative investments.
Are investment reports and valuations available online?
Quarterly Valuation Reports are available for investments held within Managed Portfolios and Investment Reports are available for all other investments.
· Select Services
· Select Statements
You will be able to view and download all reports produced from the date your investments were added to Coutts Crown Dependencies Online. If you require any historic reports, contact your Wealth Manager using messaging for a secure way to receive your documents.
When is the value of my managed portfolio and other investments calculated?
The value of your investments is updated overnight by taking the value from the close of business the previous day.
What information is available in the Asset table?
The drop down box allows you to choose the stocks you wish to view. Select All current investments to see all stocks held with the Managed Portfolio or select an individual portfolio
The asset table can be customised by selecting Edit columns and selecting from the list of column headings available.
What information is available for my portfolio holdings?
By selecting the portfolio holding you are able to view fund and stock information together with the purchase price and ISIN. You are also able to view the buy or sell transactions of that asset.
How do I view, download or print a document such as a statement?
- Select Documents
- Select Document Vault
- Select the document or statement required. Historic documents and statements can be found by selecting the month or by selecting Search button which will display the Search Documents box.
- You can search in a number of different ways. The more information you enter, the more refined your search results will be. When you have entered the necessary information, select the Search button.
- The results will be displayed. Select the document or statement from list which generates a PDF copy to view or print
Important: Please remember that once you have downloaded information from Online Banking it is your responsibility to keep it safe and secure and we recommend that before emailing sensitive documents they are encrypted.
