Online banking

Frequently asked questions

How do I register for online banking?

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We have been contacting our personal customers inviting them to register for Online Banking. If you are a personal customer and have not received an invitation and wish to register please contact us here.

After you have successfully registered for online banking your username and temporary password will be sent to your registered address by post.

Once you have received this letter, you can login by entering your username and password here.

For our Business and Charity customers, we are working on an online banking service and, once ready, we will invite you to register.

What do I need to register for online banking?

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To register for online banking you will need the following:

  • A PC, laptop or tablet equivalent to complete the online registration form
  • A mobile phone for Two Factor Authentication
  • The SecurEnvoy Authenticator app (If Push notifications have been selected – more information can be found within the ‘What is Two Factor Authentication (2FA)?’ section

In addition, you will need to provide the following:

  • Your full first name and surname, as stated in your application. Middle names are not required
  • Your email address that is registered with United Trust Bank
  • Your National Insurance number
  • Your date of birth
  • Your United Trust Bank account number and sort code – This can be any of your account numbers if you hold multiple accounts
  • Your Two Factor (2FA) preferences
  • Your mobile number that is registered with United Trust Bank
  • Your chosen memorable word – A minimum of 4 characters are required and these are case-sensitive

How do I login to online banking?

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After you have successfully registered for online banking your username and temporary password will  be sent to your registered address.

Once you have received this letter, please go to the online banking login screen here and enter your username and password.

Log in

First Log in attempt for SMS 2FA

Step 1 Once your user name and temporary password have been received, please navigate to the Online Banking log in screen and enter the details.

Step 2 Enter your temporary password.

Step 3 Select ‘Continue’ to navigate to the next screen.

Step 4 You will receive a One-time pass code on your mobile phone

Step 5 Enter the code on screen and select ‘Continue’

Step 6 The Password is required to be changed. Enter your new password and select ‘Change’

First Log in attempt for Push 2FA

Step 1 Once your user name and temporary password have been received, please navigate to the Online Banking log in screen and enter the details.

Step 2 Enter your temporary password.

Step 3 You will receive an ‘Auth’ request on your Mobile phone. Simply unlock your phone and select ‘Accept’ to progress to the next page.

Step 4 The Password is required to be changed. Enter your new password and select ‘Change’

Forgotten your username?

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Select ‘Forgotten your username?’ Enter your e-mail address. A reminder of your username will be sent to your registered email address.

Forgotten your password?

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Select ‘Forgotten your password?’ Enter your username. A temporary password will be sent to your registered e-mail address. You will be required to change this password when you next login.

How do I change my password?

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To change your password, please select ‘Forgotten your password?’

If you think somebody may know your password or login details, please contact the Deposits Department on 020 3862 1268.

Can I change my username?

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No, your username is created as a unique identifier for you and cannot be changed.

If you think somebody may know your username, please contact the Deposits Department on 020 3862 1268.

What is two factor authentication (2FA)?

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When you are signing up for online banking, you can decide whether to use SMS or Push notifications for Two Factor Authentication (2FA). 2FA means using a second mechanism (in each case via your mobile phone) to authenticate you. In both cases a mobile number is required and must be registered with United Trust Bank. Once registered with either method, your username and a temporary password will be sent to your registered postal address. You will be asked to change your password upon your first login.

Push notification – With push notifications, whenever you login to online banking or make any changes to your account via online banking, you will be prompted to complete authorisation via an app on your phone. United Trust Bank have partnered with SecurEnvoy for this purpose and to use push notifications you will need to download the SecurEnvoy Authenticator app to your phone (iPhone or Android from the relevant App store). During the sign up phase, you will receive an activation e-mail to your registered e-mail address with an activation code. You will be prompted to enter the code into the next screen. Once this has been accepted a QR (Quick Response) code will appear on the screen and will need to be scanned using the ‘Scan QR’ option, after selecting ‘+’ on the SecurEnvoy app. You will then be set up to use push notifications for 2FA.

SMS notification – if you choose SMS notifications, no further set up is required. Thereafter, whenever you login to online banking or make any changes via online banking, you will be prompted to complete authorisation using a one-time passcode sent by SMS to your mobile device.

How do I check my balance on my account(s)?

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Login to online banking and select ‘Accounts’ for an overview of you balances. Select individual accounts to view the transactions relating to each account.

How do I find the interest rate for my account(s)?

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To check the interest rate on your account(s), login to online banking and select ‘Accounts’ and then select the account you wish to see.

How do I request a withdrawal/place notice on my accounts(s)?

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To submit a withdrawal request or place notice, please log into online banking and select ‘Messages’ to send us a secure message and make the request.

For United Trust Bank notice accounts, you will be able to place notice on your account. The notice period that applies to your account was specified at account opening. A payment to your nominated bank account will occur at the end of the notice period.

For Call Accounts, you will be able to request a withdrawal to your Nominated Bank Account, in line with our Terms & Conditions.

How do I view my statements?

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To check your statement, login to online banking and select ‘Accounts’. Select your chosen account and the ‘Statement’ option on the left side menu. You will be able to locate your statements if they have been produced.

How do I change my interest preferences?

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Select the account you wish to update and then select Linked Account. Here you have the option to compound interest or to have it paid to your nominated bank account for notice accounts and fixed term accounts longer than a year.

You will need to ensure a Linked Account has been selected to make any payments to the nominated bank account.

How do I give you my maturity instructions via online banking?

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14 days prior to your maturity date, we will send an SMS notification to your registered mobile phone to advise that you are able to provide maturity instructions online.

We will also write to your registered address providing the maturity options that are available to you.

To give your instructions within 14 days of maturity, please locate the account(s) that is/are due to mature.

Step 1 – Select ‘Maturity Instructions’

Step 2– Select ‘Add’ and you will be able to provide your maturity options. As you build your instructions, a summary of your choices will be available to review.

Step 3 – Once you are happy with your selections, please select Complete Instructions. Please note, you will need to provide instructions for the total balance at maturity. Instructions will not be saved until the total balance has been allocated an instruction.

In addition, if you do not complete the instructions, they will not save and you will need to re-enter your instructions.

Step 4 – Should you wish to make any withdrawals to your nominated bank account, you will need to ensure that the account has been linked. To do this, please select Linked Account, select the account you wish to link and select ‘Save’. Once the account has been linked, the funds will only be remitted to the linked account.

How do I view, add or cancel the details to use for my nominated bank account?

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To view, add or cancel a nominated bank account, login and select the ‘Nominated Bank Account’ option on the left side menu.

Should you wish to add a new Nominated Bank Account, select ‘New’ and provide the new bank details and save. You will then need to link the new details to the relevant account number within the ‘Linked Account’ option. Note, you will need to remove the existing link before you can link your new nominated account.

Should you wish to cancel the Nominated Bank Account, select the Nominated Bank details you would like to cancel and select cancel.

Please note, you will need to remove the link from the Linked Account option to cancel the account details. The option to cancel the nominated bank account will not be available until the link has been removed.

A nominated bank account must be provided when applying for an account with United Trust Bank. The nominated bank account must be a transactional UK Bank account where electronic payments can be made or received. Each customer is only allowed one Nominated Bank Account for each account held with United Trust Bank.

How do I change my mobile security setting?

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To update your Two Factor Authentication (2FA) preferences, select ‘My Details’ and ‘Mobile Security’.

If you currently have SMS notifications and wish to opt for Push Notifications, you will need to download the SecurEnvoy Authenticator app and proceed with Push Notification enrolment. An email will be sent to your registered email address with a one-time code to input on screen. To complete registration, scan the QR code when prompted using the SecurEnvoy Authenticator app.

If you currently have Push notifications and wish to opt for SMS Notifications, you will receive a one-time pass code and proceed to enrol for SMS notifications.

How do I change my personal details?

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You can change your address and contact details via online banking. Once you have logged in, please select ‘My Details’ then ‘Change Contact Details’. Select the relevant option(s) to change your details accordingly. You will receive a Two Factor Authentication notification to approve the change.

How do I access secure messaging?

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Should you wish to send us a message, login to online banking and select ‘Message’. This allows the contact between yourself and United Trust Bank. Please note, should you wish to send additional funds for your maturing bond, we require a ‘Top up’ message to inform us that funds are on the way.

How do I open a new account via online banking?

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To open an additional deposit account online, please select ‘New Application’. The account application will then start in a new window. You will be able to select from the fixed or notice products available. Your information will be pre-filled based on the details we hold for you. Please note, if your details require updating, close the application window to take you back to online banking where you can make the necessary changes before proceeding with the new application.

How do I check or reject an action on my joint account?

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If a joint account requires more than one signatory to complete an instruction, both parties will be required to login and authorise any amendments made via online banking.

Either party will be able to login to online banking and submit a request. This will prompt a Two Factor Authentication (2FA) response and the request will be held as ‘pending’. A request will not be fully approved until the joint party logs in and actions the request via the ‘Authorisation’ menu on the left side.

The joint party will be able to ‘Reject’ or ‘Approve’ the requests. Once the ‘Approve’ option has been selected this will prompt a Two Factor Authentication (2FA) response.

I was unable to provide instruction on some of my accounts. Why?

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At present, the system is unable to process withdrawal instructions for the following account types:

7 Day instant access accounts

ISA fixed term accounts

ISA call accounts

Should you wish to provide us with a withdrawal instruction for one of these accounts, send us a secure message using online banking. Alternatively, you can use the contact form, email us, write to us or call us.