FAQs

You should have recently received a communication from the Bank either via email or post informing you of your new Username. If you are unable to locate this please phone our dedicated helpdesk on: Tel: +350 20013999 during business working hours and a member of staff will be at hand to assist you.

  • Please check whether you have received an email in your ‘Spam’ folder.
  • If you have never logged in to your online banking then you will not have received a Username.

If you are unable to locate our communication or you have never logged in to your online banking, please phone our dedicated help desk on: Tel: +350 20013999 during business working hours and a member of staff will be at hand to assist you.

  • Your password should be 8 to 16 characters in length and should contain at least 1 number(s), 1 uppercase letter(s), 1 lowercase letter(s) and 1 special character(s). 
  • The special characters allowed in the password are @#$.

Please ensure that you insert a ‘/’ to separate the date, month and year of birth as illustrated herewith: 10/02/1965.

Please phone our dedicated help desk on Tel: +350 20013999 during business working hours and a member of staff will be able to assist you with the unblocking of your user access.

It may be that you have not provided us with your updated details. Please phone our dedicated helpdesk on Tel: +350 20013999 during business working hours in order to update your mobile phone details.

  • Actual Balance – This is the current balance of your account and does not include transactions that are still being processed. 
  • Available Balance – This is the amount available to withdraw,  it includes any in-flight transactions including any agreed overdraft limit.

Please check whether you have received these various One Time Passwords via your email account.

You will need to login again into your online/mobile banking platform to receive a new One Time Password Verification Code.

The system upgrade will not affect your existing account number. Your account number will remain the same.

You may continue to use your existing Debit Card and any other account stationery you may hold.

Historical transactions will be made available via pdf statements. These pdf statements are posted on you online banking platform and mobile banking app.

All your saved beneficiary payment templates will not be affected by our system upgrade.

All Standing Order payments which you already have set up on your accounts will not be impacted.

Direct debits from your accounts will not be impacted by the system upgrade.

The payment amount for future dated payments will be debited on the value date (the date the payment is to be processed) that you set up for the payment on your online banking system.

You will no longer require the use of your online banking token in order to access your account. After the system upgrade you will only require the use of a new username and password in order to log into your account.  Your new username has already been provided to you by the Bank.

Our mobile App has been updated. You will need to delete the mobile banking app you have been using to date and download the new version via the Apple App Store or the Android Play Store.

In order to log into your account via your mobile banking app you will use the same username and password you utilize for your online banking account.  You wil have received a communication from the Bank either via email or post informing you of your new Username. If you are unable to locate this please phone our dedicated helpdesk on: Tel: +350 20013999 during business working hours and a member of staff will be at hand to assist you.

Any lending facilities you currently enjoy with the Bank will not be impacted by the system upgrade.

Your personal loan and mortgage transaction numbers will change, however you will be able to view your original transaction number under the ‘Loan Detail Screen’ on both your online and mobile banking platforms.

  • Your personal loan and mortgage scheduled repayment amount will not be impacted.
  • There will be no change to the monthly repayment date of your personal loan and mortgage.

You will be able to view all future scheduled payments pertaining to your loan and/or mortgage lending’s on both your online and mobile banking platforms. However, you will not be able to view any loan and/or mortgage payment schedules which have been made prior to 12th October 2018 on your mobile and online banking platforms, you will be able to obtain these directly from the Bank if you so require.

Your overdraft facility will not be impacted by the system upgrade.

In order to download your statements you will need to have a PDF Viewer installed on your mobile phone. You will be able to download this from the Play Store (for Android phones) and App Store (for iPhones).

It may be that the date range you are selecting does not fall in line with your statement frequency. e.g. if your statement frequency is set to quarterly then please select date range for the quarter. The quarterly statement frequencies are: March; June; September and December.