Below are  the most common questions we get asked about using Online Banking. If you have a question that isn’t answered here, please get in touch with the Deposits Department on 020 3862 1268 or [email protected]
Please note:

  • We do not recommend using your phone to log into Online Banking as it can prevent two factor authentication from working properly
  • If you plan to use a tablet to log into Online Banking we recommend using it in landscape mode so the website scales efficiently

How do I register for Online Banking with my UTB account(s)?

We have put together a handy guide to help you register for Online Banking.

How to register


How do I log in to Online Banking?

To log into Online Banking, please navigate to the Online Banking log in screen here and simply enter your username and password.


I have forgotten my password/username – what do I do?

Forgotten your username?
To locate your username, 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?
To reset your password, 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 log on.


How do I change my password?

To change your password, please select ‘Forgotten your password?’ (See ‘I have forgotten my password/username – what do I do?’ section above).

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


Can I change my username?

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)?

When you are signing up for Online Banking, you will have a choice 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 address. You will be asked to change your password upon your first log in:

Push notification – with push notifications, when you log into Online Banking or make any changes via Online Banking, you will be prompted to complete authorisation via an app on your phone. UTB 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, when you log into 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)?

To check your balance, simply log onto Online Banking and select ‘Accounts’. You can locate transactions via the ‘Statement’ option.


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

To check the Interest Rate on your account(s), simply log onto Online Banking and select ‘Accounts’.


How can I request a withdrawal / place notice on my account(s)?

To submit a withdrawal request or place notice, simply log onto Online Banking and select ‘Accounts’. Select your chosen account and the withdrawal option on the left side menu. Enter the amount of the withdrawal and confirm the date of the withdrawal.

For UTB 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?

To check your statement, simply log onto 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 annual interest preferences?

Select the account you wish to update and then select ‘Linked Account’. Here you have the option to compound annual interest or to have it paid to your nominated bank account.

You will need to ensure a ‘Linked Account’ has been selected to make any payments to the Nominated Bank account.


How do I give my Maturity instructions via Online Banking?

Approximately 14 days prior to your bond maturing, we will send an SMS notification to your registered mobile phone to advise that you will be 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 my details to use for my Nominated Bank Account?

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, simply select the Nominated Bank details you would like to cancel and select cancel. 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 UTB. 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 UTB.


How do I change my mobile security settings?

To update your Two Factor Authentication (2FA) preferences, simply 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 online. 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?

You are able to change your Address and contact details via Online Banking. Once you have logged in, please select ‘My Details’ ‘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?

Should you wish to send UTB a message, simply log onto Online Banking and select ‘Message’. This allows the contact between yourself and UTB. 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 expected to be received.


How do I open a new account via Online Banking?

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 prefilled 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 / authorise / reject an action on my joint account?

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 log into 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 am unable to provide instructions on some of my accounts – why is this?

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, you can either send us a secure message using Online Banking or write to us at United Trust Bank, One Ropemaker Street, London, EC2Y 9AW.


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