Account Administration

What type of accounts can I manage using the Santander Connect online banking service?
  • Current Accounts
  • Deposit Accounts
  • Fixed Rate Deposit Accounts
  • Foreign Currency Accounts
What is an account alias?

Within Santander Connect you can give each of your accounts an alias or nickname; this will allow easier and quicker recognition of the account within the service.  This can be a very useful feature when you use many accounts in the service to uniquely identify each one.

To apply an alias to the account, simply navigate to the ‘Administration tab’ then ‘manage accounts’.  From here specify the alias you wish to use for the account under Account Alias then click ‘Continue’ to confirm the change. Changing the Alias of an account will always requires you to use your security device.

What are confidential accounts?

Marking Accounts as confidential will prevent all users from accessing the account, unless the user has access to confidential accounts.

To mark an account as confidential simply navigate to the ‘Administration tab’, then ‘Manage accounts’.  Select the confidential indicator checkbox next to the account, then click ‘Continue’ to confirm the change. Changing the Confidential Indicator of an account will always require you to use your security device.

Why can’t I see all of my accounts online?

Your Company’s accounts need to be registered for use in the service by our Registration team. Simply call the Online Help Desk for further support with this. If the accounts have been registered already and are still not available to view, you will need to ensure they are allocated to the roles you have been permitted, please consult your administrator on this.

What are Favourite accounts?

Your favourite accounts will automatically appear for you to select when using the magnifying glass (account search facility) in any of the payment of account search screens.

You can select up to 10 of your most used accounts as favourites to save yourself time when navigating around the site.

User Administration

How do I create a new user?

Administrators have the ability to create new users. To add a new user to your service please follow our quick guide here, or follow the instructions below:

  • Step 1. Navigate to the ‘Administration’ tab and select ‘Manage Users.’
  • Step 2. Select ‘Create new user’
  • Step 3: Enter the users personal details (fields marked ‘*’ are mandatory) and press ‘continue
  • Step 4: Select the user’s roles and press ‘continue’ this will determine what the user has access to online.
  • Step 5: Select your users preferred mailing location
  • Step 5: Order your user a security device (Only required for users who can authorise transactions)
  • Step 5: Use your security device to create the new user. Signature Authentication is always required when creating a new user

Your new user will now receive their log on details to their registered email address.

How do I edit an existing user?

Administrators have the ability to edit existing users. To edit a user please follow the instructions below:

  • Step 1. Navigate to the ‘Administration’ tab and select ‘Manage Users.’
  • Step 2. Select the desired user by clicking their User ID.
  • Step 3: Once in the user's profile, select ‘Edit User’ from the Options menu at the bottom of the page.
  • Step 4: To change an aspect of the user's details, make the required change and press ‘continue’.  Or if you wish to change an aspect of their service access select the ‘Edit Role’ button, this allows you to view and change the user's role allocation, press continue after making the required adjustment. 
  • Step 5: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or removing a user.
How do I suspend an existing user?

Suspending a user means that you be temporarily suspend a user’s access to online banking. Perfect for employees who may be absent for a length of time and will not need access to your company’s online banking but you do not wish to delete their user entirely. Administrators have the ability to suspend users.  

Once suspended you will need re-activate your user in order for them to access your online banking. 

To suspend a user please follow the instructions below:

  • Step 1:  Navigate to the ‘Administration’ tab and select ‘Manage Users.’
  • Step 2: Select the desired user by clicking their User ID from the Manage Users menu.
  • Step 3: Once in the user's profile, select ‘Suspend User’ from the Options menu at the bottom of the page.
  • Step 4: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user
How do I re-activate a suspended user?

To re-activate a suspended a user please follow the instructions below:

  • Step 1:  Navigate to the ‘Administration’ tab and select ‘Manage Users.’
  • Step 2:  Select the desired user by clicking their User ID from the Manage Users menu.
  • Step 3: Once in the user's profile, select ‘Re-activate User’ from the Options menu at the bottom of the page.
  • Step 4: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user
How do I delete an existing user?

Deleting a user permanently removes a user’s information and records from your online banking service. Administrators have the ability to delete users.

To delete a user please follow the instructions below:

  • Step 1:  Navigate to the ‘Administration’ tab and select ‘Manage Users.’
  • Step 2:  Select the desired user by clicking their User ID from the Manage Users menu.
  • Step 3:  Once in the user’s profile, select ‘Delete User’ from the Options menu at the bottom of the page.
  • Step 4: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user
Is there a limit to how many online users that can use my service?

No. You can have as many online banking users as necessary to meet the needs of your business.

Please Note – You may be charged for additional users. We strongly recommend that your carefully consider who has access to your online banking system to protect you from fraudulent transactions.

What is the user’s authorisation limit?

This is the maximum payment amount that the user is allowed to authorise.

What are user roles?

User roles define what accounts and services your users have access to online. These can be changed at any time by administrator users. Depending on your online service you will be able to select a number of standard predefined user roles, or alternatively you can create a customised user role unique to your business needs.

What are the standard roles?

User roles define what accounts and services your users have access to online. These can be changed at any time by administrator users. Depending on your online service you will be able to select a number of standard predefined master roles, or alternatively you can create a customised customer user roles unique to your business needs.

  • Master roles: These are pre-defined roles designed around typical roles within a company and are ready for immediate use. You cannot change or edit these, but you can copy them to quickly create your own role with similar services.
  • Customer roles: These are roles created by you, based on the different services and functionality required for the day to day responsibilities of your users
Master Roles and Definitions
  • Account Operator* Contains all the account information services and allows users to manage the company’s accounts. This includes access to all balances, statements and account services.
  • Administrator* Contains all the administration services and allows users to fully manage the administration functions on behalf of the company.
  • Administrator Superuser Allows access to all account information services and some administration services. Offers flexibility between accessing accounts and maintaining administrative functions.
  • Auditor contains the audit service and provides users the ability to view audit records.
  • Balances Operator Provides user’s access to view balances only.
  • Key Standard Payments Provides users with access to all the standard payment services (except authorisation). This includes the ability to make, edit, cancel and import single and bulk standard payments and Inter Account Transfers.
  • Key All Payments Provides users with access to all the payment services (except authorisation). This includes the ability to make, edit, cancel and import single and bulk standard payments, Inter Account Transfers, CHAPS and International payments.
  • Key and Authorise All Payments* Provides users with access to all the payment services (including authorisation). This includes the ability to make, edit, cancel, import and authorise single & bulk standard payments, Inter Account Transfers, CHAPS and International payments.
  • Key and Authorise Domestic Payments Provides users with access to all the standard payment services (including authorisation). This includes the ability to make, edit, cancel, import and authorise single and bulk standard payments and Inter Account Transfers.
  • Authorise All Payments Provides users with access to all the payment authorisation services.
  • Authorise Domestic Payments Provides users with access to all the standard payment authorisation services.
  • Payment Superuser Allows access to all available services to a user and includes all account information, administration, audit and payment services.
  • Payment Superuser – Domestic only Allocates users all account information, administration and audit services with all standard payment services only (single and bulk standard payments and Inter Account Transfers).
  • Trade Services Provides users with integrated access to our online trade finance service - Client Trade. Please note, this service is not part of Santander Connect as standard.

* These roles are the only available roles in the Santander Connect service. Additional roles are available in the Santander Connect plus Service.  

For a list of the services assigned to each role please selection your service below;

How do I create a new user role?

To create a new user role please follow the instructions below:

  • Step 1: Navigate to the ‘Administration’ tab and select ‘Manage roles.’
  • Step 2: Enter a name for your user role.
  • Step 3: Select the services that you would like your user role to be able to access online.
  • Step 4: Select the accounts that you would like your user role to be able to access online.
  • Step 5: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user

Once confirmed your new user role can be assigned to any of your users.

How can I see what access each of my users has?

All administrator users have access to an exportable report that collates information from a number of screens. This allows you to easily see what actions and which accounts each of their users has access to online

To find this report please follow the instructions below:

  • Step 1: Navigate to the ‘Administration’ tab and select ‘Manage users.’
  • Step 2: Select the type of report you which to export at the bottom of the screen
  • Step 3: Select the format of the export (CSV or PDF)

Audit Tool

What is the Audit tool?

The Audit tool offers the ability to search for specific user activity and events that have occurred in Santander Connect. This includes making payments, logging on and certain administration tasks. This provides your company with visibility and control of certain actions and events performed by your users.

Please note: This facility is only available to Administrator users.

How to use the Audit tool?

Step 1: Navigate to the Audit tab. Please note: you will only be able to see the audit tab if you have the correct user administration permissions.

Step 2: Search for an audit event. You can search for an audit event in a number of ways;

  1. Search by Date. Please note: A range of 6 months is the maximum duration which can be searched.
  2. Search by User ID. Use the magnifying glass to select a user ID or type in the user ID to see audit events for the chosen user.
  3. Search by Event Category and/or Event Type. These options allow you to narrow your search by selecting the type of event you are looking for.
  4. Search by Payment Reference. Please note: Searching by payment reference can only be used when searching for payment events.

Step 3: View event details. To see further details of events select the Event Description.

What information is available in the Audit tool?

A range of audit events are available to allow you to track any online activity. Descriptions of each event category and type are below;

Administration Events
Event CategoryEvent DescriptionDescription
Manage AccountsShows any changes to your online accounts, including changes to confidential accounts or changes to any account alias
Mange RolesShows any changes to your online user roles, including the creation of new roles, amendments to existing roles and the deletion of user roles
AdministrationMange UsersShows any changes to your online users, including the creation of new users, amendments to existing users (including user payment limits and user details) and the deletion of users
Manage Payment LimitsShows any changes to your online payment limits
Manage Payment Preferences

Shows any changes to your online payment preferences

Create PaymentsShows any payments which have been created
Edit PaymentsShows any payments which have been edited
Authorise PaymentsShows any payments which have been authorised (first and second authorisations) 
PaymentsCancel Payments

Shows any payments which have been cancelled

Clear Authorisation

Shows any payments where authorisation has been cleared

Create Payment from a template

Shows any payments which have been created from a template

Import payments

Shows any payments which have been imported

User Log onUser Log onShows any user log ons

The date, time, user name and user ID is shown for all audit events.

Where a user has made a change the event description will show the settings both pre and post change.

How far in the past will audit information be shown in Santander Connect?

The previous 6 months historic audit data will be available for you to view in Santander Connect. We encourage customers to export and save audit records regularly for record keeping.

Why can’t I see the Audit tool?

Only users with administration permissions can see the Audit tool. Please speak to your administration user if you require access.

Can I export audit information for use outside of Santander Connect

Yes. Audit results can be exported in CSV or PDF formats for use outside of Santander Connect.

Billing

Can I view my bills online?

Yes, bills and invoices for your accounts can be seen in the “View Notifications” tab.

You can search for your bills by date, by account or by bill type (online or transactional) and your bills can be exported in a PDF format for printing or reconciliation outside of Santander Connect.

What are the charges for Santander Connect?

For charging information please speak to your relationship director or contact our Online Corporate Banking helpdesk on 0800 085 1580. Lines are open Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

Bank Messaging

What is bank messaging?

Bank messaging allows you to send secure messages to our Online Corporate Banking helpdesk if you have a question or get stuck. Our Online Corporate Banking helpdesk will aim to reply to you within 24 hours.

Please note: From time to time Santander will send you secure messages regarding changes to your online services. It is important that you check your bank messages regularly

Exporting Account Data

Account and balance data can be exported in a number of standard and customisable reports. These include the following;
  • Scheduled statements
  • Basic balance reports
  • Basic account activity reports
  • Advanced account activity reports
  • File repository services (Connect Plus only)
Scheduled statements

An online copy of your paper statements can be found in ‘account information’ under ‘scheduled statements.’ These can be exported in PDF format for reconciliation outside of the Santander Connect service.

Paperless statements

You can opt to ‘go paperless’ and only receive statements online from the scheduled statements screens.

Basic balance reports

Basic balance information can be exported in CSV or PDF formats from the ‘account balances ‘screens This shows your real time current and available balances for each of your accounts

To export a basic balance export please follow the instructions below:

  • Step 1: Navigate to the ‘Account information’ tab and select ‘Account balances.’
  • Step 2: At the bottom of the screen select ‘Export PDF’ or ‘Export CSV’

The file layout for a CSV basic balance report is below;

Header
Field ReferenceField NameField ValueField Description
1Date & Time16adate and time stamp of export
Record
1Account ID14nAccount sort code and number
2Account Alias34aAccount alias
3CCY3nAccount currency
4Real time balance18aLatest ledger balance of account
5Real time available balance18aLatest available balance of account

An example basic balance report can be found here.

Basic account activity reports

A basic summary of your recent account activity and transactions can be exported in CSV or PDF format from the ‘account activity’ screens

To export a basic summary of your recent account activity and transactions please follow the instructions below:

  • Step 1: Navigate to the ‘Account information’ tab and select ‘Account Activity.’
  • Step 2: Select or search for an account.
  • Step 3: At the bottom of the account activity screen select ‘Export PDF’ or ‘Export CSV’

The file layout for a CSV account activity report is below:

Header
Field ReferenceField NameField ValueField Description
1Sort code6nAccount sort code
2Account number8nAccount number
3Account type30aAccount product type
4Account alias34aAccount alias
5Currency3nAccount currency
6BIC14aBank identification code of account
7Last Statement Date10n (dd/mm/yyyy)Date of last account statement
8IBAN34aInternational bank identification code of account
Record
1Date10n (dd/mm/yyyy)Date transaction was posted
2Narrative90aTransaction description
3Transaction Type30aTransaction code and description
4Debit18aDebit indicator with transaction value
5Credit18aCredit indicator with transaction value
6Current Balance18aLedger balance after transaction posting

An example basic account activity report can be found here.

Advanced account activity reports

An advanced account activity report containing all of your recent account activity and transactions can be exported in CSV or PDF format from the ‘search transactions’ screens

To export an advanced account activity report of your recent account activity and transactions please follow the instructions below:

  • Step 1: Navigate to the ‘Account information’ tab and select ‘Account Activity.’
  • Step 2: Select or search for an account.
  • Step 3: At the bottom of the account activity screen select ‘Search for transactions’
  • Step 4: Enter the search criteria and press ‘Search
  • Step 4: At the bottom of the transaction search screen select ‘Export PDF’ or ‘Export CSV’

The file layout for a CSV advanced account activity report is below:

Header
Field ReferenceField NameField ValueField Description
1Account type30aAccount product type
2Nickname34aAccount alias
3Account ID17nAccount sort code and number
4Description30aAccount product code
5Balance15nCurrent account balance
6Bank name9aAlways “SANTANDER”
7Bank ID3aAlways “SAN”
Record
1blank--
2Posted Date10n (dd/mm/yyyy)Date transaction was posted
3Description90aTransaction description
4Amount15nTransaction value
5Currency3aTransaction currency
6Transaction Reference Number30aOriginator reference
7FI Transaction Reference30aBank's Transaction Reference
8Payee30aBlank (for future use)
9Transaction Code3nTransaction code
10Server ID30aBlank (for future use)
11SIC Code30aBlank (for future use)
12Type38aTransaction code and description
13Credit / Debit6aCredit or Debit indicator
14Origination Date10n (dd/mm/yyyy)Date transaction was originated
15Available Date10n (dd/mm/yyyy)Date funds were available
16Original Amount15nOriginal transaction value
17Original Currency3nOriginal transaction currency

An example advanced account activity report can be found here.

File Repository & scheduling services (Connect plus Only)

The file repository provides a range of more advanced data export facilities that offer a convenient and flexible way to obtain balance and transaction data to meet your reconciliation needs.

Once exported, these data files can be used in your own accounting and enterprise software.

To access these services you will need to be assigned the appropriate access by your Administrator. These services include

Standard Exports

You can export data using a variety of industry standard file formats (e.g. BAI, MT940 and MT942) across multiple accounts and define your own date range.  These reports can be created in the industry standard file formats below;

  • MT940
  • MT942
  • BAI 2
  • QIF
  • Quicken
  • MS Money
  • QuickBooks
  • Lotus statements / transactions
  • More available on request. Please speak to your relationship director.
Custom Exports

You can define your own file content and layout using our custom export facility. This can also be used across multiple accounts using a custom date range.

To create a custom export profile, select the Data Export & File Repository menu from the Account Information header menu. Then select the option Create Customised Data Export. 

You will need to complete the Data Export Information, fields marked with an * are mandatory:

  1. Description, a unique name that you can assign to this export profile.
  2. File Name, a unique name assigned to the created file.
  3. File Format, this is the format of the file that you want to create. The options available include:
    1. Tab separated value, the fields within each record will be separated by tabs.
    2. Comma separated value, the fields within each record will be separated by commas.
    3. Semicolon separated value, the fields within each record will be separated by semicolons.
    4. Fixed length Value, the fields within each record are presented in a fixed length.
  4. Content, this field determines the content and fields available in the file. You can select from prior days summary, prior days detail, current day summary, current day detail, both days summary and both days detail. The section on custom content availability illustrates the fields available per content type.
  5. Negative sign on amounts, this check box can selected to apply a negative sign on debit entries in the data file generated.  This is an optional feature.

Next, select the accounts you require to be reported in the file. To select single or multiple accounts simply tick the box on the left located next to each account. For additional accounts to be added that are not listed, use the navigation buttons to review additional account listings.

Select the date range over which you require the data in the file to cover. Two options are available:

  1. Specify an actual date range using the calendar feature
  2. Choose from the options available under the relative date range.

Please note that some combinations of dates may not be appropriate to the content selected and the service may prompt you to select alternative options that are compatible.

With the Customised Export Profile, you have the option to define exactly which content you require in the data file and the position of this data relative to the format selected. Select the Customised Data Export button to access this feature.

You can define the exact content by choosing the fields required and their relative position in the file with additional options to sort by specific fields . The fields available depend on the type of content chosen, a description of all available fields are detailed below:

Field RefField NameField ValueDescription
1Account number14nthis is the bank account number of the account.
2Account name30athis is the code type and name of account product.
3Product sub type15athis is the category of account.
4Account currency3nthis is the currency of the account
5Bank ID3athis will always be SAN (short name of holding bank of account).
6Bank name9athis will always be Santander (holding bank of account).
7Opening Ledger balance15nthis is the opening ledger balance over the dates selected.
8Previous statement balance15nthis is the previous balance before the dates selected.
9Closing balance15nthis is the closing ledger balance over the dates selected
10Closing available balance15nthis is the closing available balance over the dates selected.
11Cleared balance15nthis is the available balance over the dates selected.
12Forecast balance15nthis is only applicable when selecting a future period.
13Transaction description90athis is a combination of the transaction code and description.
14Transaction type3nthis is the code of the transaction entry.
15Debit / Credit indicator1athis indicates if the transaction is a debit (D) or credit entry (C).
16Amount15nthis is the value of the transaction.
17Customer reference30athis is the information applied to the transaction by the originator.
18Bank reference22athis is the transaction reference applied by the bank.
19Number of credits15nthis is the total number of credits over the dates selected.
20Number of debits15nthis is the total numbers of debits over the dates selected.
21Amount of credits15nthis is the total value of credits over the dates selected.
22Amount of debits15nthis is the total value of debits over the dates selected.
23Ledger date10athis is the date of the transaction entry in  DD/MM/YYYY format
24Narrative90athis is the full narrative text applied to the transaction

You can also specify an Amount Range which will apply a specific filter to the value of transaction entries presented in the file. This depends on the content type chosen.

Once you have defined the custom export profile, select Save to continue. You will then be asked to review the details specified before confirming. Select Confirm to finalise the export profile then select Return to Data Export Profiles. To schedule the download of your newly created Export Profile please refer to the section Scheduling an Export Profile.

As well as creating new Customised Export Profiles, you can also edit and delete existing export profiles under the Action column in the Data Export Profile menu.

Online Scheduler

Automatically schedule your data files for download at a time and date that aligns with your company’s reconciliation activities. This puts you in control of obtaining account data – scheduling the download in advance of when it’s needed.

The online scheduler can be used to schedule reports to be generated at the following times;

  • 02:00am
  • 06:00am
  • 07:30am
  • 09:30am
  • 10:30am
  • 12:00 Midday
  • 13:30pm
  • 15:30pm
  • 17:30pm
  • 19:30pm
  • 23:30pm

Once generated reports can be viewed and downloaded from the file repository

File Repository

A dedicated file repository portal that centralises all of your data files in one convenient place following their creation – this houses all your standard export files, custom export files and electronic statement arrangements. Here you can access and download all the data files you have created.

Electronic Statement Arrangements (ESA)

Electronic Statement Arrangements is a service whereby unique statement files are automatically produced (as part of File Transfer and Bill Payment services) in our core system and are made available through the files repository for download at a prescribed frequency.

Electronic Statement Arrangements can be delivered in a variety of formats. Please contact your relationship manager for more information.

Common specifications include;

Other formats are available. Please contact your relationship manager for more information.

How do I use the file repository?

The file repository contains all the data files you have scheduled for delivery and from here you can download the file. You can filter the data file by category, or by default, view all the data file that are available to you. 

The fields listed include the following details:

  • File Name, this is the name of the file you defined in the standard or custom export profile. For Electronic Statement Arrangements (Electronic Statements and Bill Payment files) - this is the unique arrangement number
  • Category, this is the type of Data File (Standard Data Export, Custom Data Export, Electronic Statements and Bill Payment).
  • Date/Time available, this is the date and time that the data file was made available in the file repository for download (as per your data export schedule or prescribed electronic statement arrangement). 
  • File Size, this is the size of the data file generated, presented in kilobytes (KB).
  • Status, this is the current status of the data file generated – Downloaded (file already downloaded) or Available (awaiting download).

You can select ‘Download ‘to access the data file and save it to your computer. You can also select ‘View Download History ‘to review when the file was last downloaded and by which user.

Please note: All data files will be available for collection in the file repository for up to 56 Days.

Paper vs image cheque references and transaction codes

As part of cheque imaging we are introducing new transaction codes on Electronic Statement Arrangements, as well as new text descriptions on statements.

These will run in parallel with existing transaction codes for paper cheque deposits and will start to be seen from the end of September. You may wish to update your systems to recognise the new code(s).

Cheques Issued
PaperImageWhere to find them
C 1234Payment by cheque with serial number 1234On your Statements under Transaction Description

 

Cheques deposited
PaperImageWhere to find them
DepositCheque Deposit xxx
Where xxx=individual deposit document reference
On your Statements under Transaction Description

 

Transaction type
ESA typePaperImageWhere to find them
Santander StandardNV264
 
NP114
 
Transaction Type Data within your Electronic Statement Arrangement (ESA)
APACs Standard1511
Old Giro Standard260242
SWIFT StandardCHKMSC

 

Xero bank feed

Introduction

Santander Corporate and Commercial have partnered with Xero – (provider of cloud based accounting services) to offer a direct bank feed for Santander Corporate and Commercial accounts.

This allows Santander Corporate and Commercial customers to seamlessly receive their statement information directly into your Xero accounting software.

This direct bank feed allows Santander to send your transaction information safely and securely to Xero accounting service – eliminating the need for you to import your bank statements and saving you time when reconciling your accounts.

Xero have also updated their payroll export formats to include Santander’s Standard and Bacs formats to offer seamless compatibility when importing payments into Santander Connect.

How Secure are Xero bank feeds?

The bank feed is an encrypted connection directly between Santander and Xero. There is no 3rd party or additional service provider involved. Direct bank feeds provide a more secure and reliable service when compared with 3rd party services.

Which Santander accounts are compatible with this service?

Any Santander Corporate and Commercial current, deposit, or foreign currency account product. Fixed rate deposit and credit card accounts are not supported at this time.

What are the fees?

There are no fees for using this service. (Please note; Santander Connect and Xero subscription fees may apply)

How do I apply?

To apply please speak to your Santander Relationship Director or call our Online Banking Help Desk on 0800 085 1580.

Once I’ve applied, how long does the feed take to set up?

Once we have received your application it takes around 5-10 days to set up the bank feed. During this time Xero will confirm to you when your feed is due to go live or if there is a problem in setting up the direct bank feed for your account.

What are the export formats called in Xero?

Santander Bacs format is call "Santander Connect Bacs Format" in Xeros payroll software
Santander Standard Format is called "Santander Connect Bulk Payment Format" in Xeros payroll software

How often will the bank feed update my transactional data in Xero?

Once set up, your transactions will appear in Xero every working day morning (Monday – Saturday) for as long as you wish to receive them.

How do I cancel a bank feed?

To cancel, call our Online Banking Help Desk on 0800 085 1580.

For more information please see our factsheet below, speak to your Santander Relationship Director or call our Online Banking Help Desk on 0800 085 1580.

Switching Santander Connect services

You can now switch between the Santander Connect and Santander Connect Plus online service depending on the needs of your business.

The list of frequently asked questions below will help you in selecting the most appropriate online banking service to meet your needs and to answer any questions you may have when switching your Santander online banking service.

Changing your online banking service is quick and easy. If you are thinking about changing your online banking service then please contact our online banking Help Desk team on 0800 085 1580.
 

Section A – General Switching Questions

What services does Santander Connect Plus offer above Santander Connect?

The differences between Santander Connect and Santander Connect Plus can be found here within the Santander Connect online banking help center.

If I choose to switch online banking services, when will the switch happen?

If you choose to switch online banking services you will need to contact the connect helpdesk on 0800 085 1580. The Connect helpdesk will guide you through changing your online service. If you choose the switch then your online banking service will be unavailable from midnight – 1:00am on the day of your switch.

Can I switch back to my previous Santander Connect service in the future?

Yes you are free to move back to your previous Santander Connect service at any point and the fees will apply from the first day you are registered to use Santander Connect Plus based on the number of accounts and users registered for the service at that time.

Is there a limit to the number of times I can switch between the services?

No, there is no limit. When switching the applicable fees will apply from the first day you are registered to use the service after the fees are introduced.

I have a requirement where the same user must not be able to key and authorise our payments. Can this be supported in Santander Connect?

Santander Connect does not support this particular customisation feature as there is only one payment role and that contains all the payment services available.

Payment authorisation limits can still be applied to users. However, your users will still have access to key and authorise payments up to their specified authorisation limit.

Will my user’s security credentials remain unchanged following the switch?

Yes, user security credentials (Company ID, User ID, Log on Password and Security Challenge Questions) will remain unchanged following the switch to Santander Connect from Santander Connect Plus.

Will my administration settings and information be retained following the switch to Santander Connect?

Yes, administrative settings and information will be retained such as payments limits, payment preferences, user details and account preferences. However, the user role and service assignment will change following a switch from Santander Connect Plus to Santander Connect as there are only three master roles available in Santander Connect - users will be automatically assigned a role that best matches their current service assignment.

Is the new Santander Trade Services Portal also available in Santander Connect?

Yes, you can still access and use this new service through Santander Connect.

Which account will the Connect fees be applied to following the switch?

All online banking service fees are calculated at the end of each calendar month and automatically applied to your nominated account. Your nominated account will not change when you switch. You may choose to change your nominated account at any time by calling the Help Desk on 0800 085 1580.

Will the Santander Connect service be available while I am being switched?

You will be unable to access your Santander Connect service while you are being switched. Switching takes place between 12:00am-1:00am on the day you are due to be switched. If you try to log on while your service in being switched then you will receive an information message informing you that your Connect service is currently unavailable due to your service being switched and you should try again later.

I have decided to switch. How will I know when the switch has taken place?

Once switched you will receive a welcome message when you first log into your new Santander Connect Standard service. This message will inform you that the switch was successful.

I have a Bacs SUN linked to my online service. How will the switch affect me?

Connect Standard does not support Bacs payments. During the switch the Bacs SUN will be removed from your online profile. Customers need to be using Connect Plus in order to make Bacs payments.

Are any future developments planned for the Connect Standard service?

Yes. We will continue to develop and improve the online experience for both Connect Standard and Connect Plus. Details of future enhancements to the online platforms will be communicated at a later date.

Will all my beneficiary information still be available if I choose to switch?

Yes. All your stored beneficiary information will still be available if you decide to switch.


Section B – Switching from Santander Connect to Santander Connect Plus

If I Switch to Santander Connect Plus when will the new fees apply?

All online banking service fees are calculated at the end of each calendar month and automatically applied to your nominated account. Your nominated account will not change when you switch. You may choose to change your nominated account at any time by calling the Help Desk on 0800 085 1580.

If I Switch to Santander Connect Plus when will I benefit from the increased functionality and new features?

As your service is switched overnight you will be able to benefit from the new features and functionality available in the Connect plus service the next day following the switch.

If I Switch to Santander Connect Plus what help is available to guide me through new the features and functionality.

Your relationship director, the Connect Helpdesk, your welcome guide and the Connect Help center all contain information on how to use key features of the Connect Plus service.


Section C – Switching from Santander Connect Plus to Santander Connect

How will my users be switched from Santander Connect Plus to Santander Connect with only three master roles available?

During the switch from Santander Connect Plus your users will be automatically assigned one or more of the three master roles available in Santander Connect, based on the types of services they are currently assigned.

As an example, a user in your company with a role that only allows them to key and authorise payments in Santander Connect Plus will automatically be assigned the Key and Authorise Payments master role following the switch to Santander Connect. A user with a role that allows them to undertake administrative services such as managing users will automatically be assigned the Admin Lite master role.  For users with a role that allows them to view balances and transactions, they will be automatically assigned the Account Operator role.

I have more than three accounts registered on Santander Connect Plus but wish to use Santander Connect, how does the three account limit affect me?

If you choose to use Santander Connect then you will need to choose which three accounts will continue to be visible online, but you can choose to change these at any time if required by contacting our online banking Help Desk on 0800 085 1580.

The accounts that are no longer visible via the Santander Connect service will not be changed or affected in any way and will continue to be serviced as normal outside the Santander Connect service e.g. regular statements will still be issued to your registered address to report the balance and transactions on the account.

To check how many accounts you currently have registered in the service, use the Customer Details menu under the Administration tab and view the field ‘No. of registered Accounts’.

What should I do to prepare for being switched to Connect Standard?

Before you switch you will need to;

  1. 1. Authorise any payments you have awaiting authorisation. Any payments not authorised
  2. 2. Take copies of any files you need that are stored in the file repository.
  3. 3. Make a note of any future dated payments. Any future dated payments will not be switched to your new service. These will need to be re-entered into your new Connect service.
Will historical template and account information still show once switched?

Connect Standard only allows for access to 3 accounts. Any historical templates, statement and account information will only show for the 3 accounts which remain active on the Connect Standard service. Historical information relating to accounts no longer accessible will be lost. To add or remove accounts from your Santander Connect service, contact our online banking Help Desk team can take care of this request on 0800 085 1580.

Will future dated payments still be processed?

No. Any future date’s payments will not be switched to your new Santander Connect service. Please make a note of any future dated payments as these will need to re-entered into your new Santander Connect service once you have been switched.

Will I still be able to access any historical files in the File Repository?

No. As a result of your switch you will lose access to the file repository and any files stored.

Mobile

What is the Santander Connect Mobile Banking service

Mobile Banking for Online Corporate Banking is a convenient and safe way to access key account reporting services through your mobile phone. Content is optimised to provide a clear and concise layout on your mobile phone. It’s a mobile-friendly version of the Santander Online Corporate Banking service and offers you real time account reporting on the move.

To use this service simply enter the web address of cbm.santander.co.uk into the internet browser of your mobile phone device. Then use your Online Corporate Banking security credentials, which will consist of your Company ID, User ID and Password. You will need to be a registered user of our Online Corporate Banking service to access this service.

What are the features of the Santander Connect Mobile Banking service

The service provides:

  • On the move access to your current, deposit, foreign currency and fixed rate deposit accounts, 24 hours a day, 7 days a week and from anywhere in the world.
  • Real time account balance and transaction reporting.
  • Expanded balance details that include ledger and available balance positions.
  • Expanded transaction details that include posting and value dates plus full narrative text.
  • Visibility of key account attributes such as the overdraft limit, BIC, account alias.
Do I need to be registered to use Mobile Banking?

No registration is required, but you must be an active registered user of our Online Corporate Banking service.

Why can’t I access the Mobile Banking service?

Check that you are entering your Security Credentials correctly. If you are continuing to experience issues in accessing the service please do not hesitate to contact our Online Corporate Banking helpdesk on 0800 085 1580. Lines are open Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

What if I lose my phone signal in the middle of a session?

There is no need to worry. Our system is set up to ensure that your account information remains secure in these circumstances.

What mobile devices are supported to use this service?

The Mobile Banking service works with any mobile phone with Internet access whose network allows secure SSL (Secure Sockets Layer) enabled web traffic (i.e. https). The service is internet browser based currently and is not yet available in a native application form for specific Smartphone devices.

Can I exit my Mobile Banking session by closing the phone Internet browser or switching off the mobile phone?

We strongly recommended to click "Log Off" at the bottom of the screen in the menu to close the Mobile Banking session properly.

Who can I contact if I have a query about Mobile Banking?

The facility is part of our Online Corporate Banking service and our dedicated helpdesk can support you with any queries on 0800 085 1580. Lines are open Monday to Friday 8am to 6pm and Saturday 8am to 2pm.

How do I log on to Mobile Banking?

Go to cbm.santander.co.uk on your phone’s internet browser and use your existing Security Credentials for Online Corporate Banking.

What happens if I lose the phone I use to access Mobile Banking?

We do not store any account information on your phone. However we always recommend you secure your phone with what security facilities are available on the handset.  We advise you to consult your phone operator or manufacturer to understand how to use the applicable security features.

Is Mobile Banking secure?

Security is our highest priority. The service uses Secure Sockets Layer (SSL) Encryption technology to encrypt your information. Additionally, if you forget to log out or your mobile phone remains inactive 5 minutes the session will be logged off automatically.

How can I keep my security information safe?

We don't store any account information on your phone but just to be sure, avoid sharing the phone you use the service on. If someone else has access to it, then clear the browsing data, cache and cookies. Also, protect your phone with a password where possible and don't write your security information down or store it somewhere on your phone or disclose it to others.

Should I be careful about where I am when using Mobile Banking?

There are a few basic points to remember when using the service on the move.

  • Avoid using Mobile Banking whilst connected to a public Wi-Fi service as security cannot be guaranteed.
  • Be alert to anyone who might be watching you entering Security Credentials on your phone.
  • Don't leave your phone open to unauthorised access whilst logged on. 
  • Remember to log off when you have finished using the service.
Should I do anything to secure my phone if I use it for Mobile Banking?

Yes, there are a few measures you could take to protect your phone – but always consult your phone operator and handset manufacturer for further support on this.

  • Always make sure that your phone operating system is up to date.
  • Check if there are any compatible anti-virus packages you can download.
Is there a charge for Mobile Banking?

There is no charge for using this service. However, dependent upon your phone tariff and data plan, you may be charged by your mobile service provider to access the Mobile Banking service. If you are not sure then always check with them.

Dual Administration

What is Dual Administration?

This is an optional security feature within Santander Connect which requires two different Administrator users to approve certain Administration Changes.

When Dual Administration is on, we recommend you have at least three administration users to ensure you have a back-up if one Administrator is not available. This will allow your company to make urgent Administration changes without delay.

Which Administration Services are controlled by Dual Administration when it is enabled?

The following administration settings will be controlled by Dual Administration:

  • Customer Address (within customer details menu)
  • Payment Limits (within customer details menu)
  • Create a new user role (within manage roles menu)
  • Edit an existing user role (within manage roles menu)
  • Delete a user Role (within manage roles menu)
  • Creating a new User (within manage users menu)
  • Editing an existing User (within manage users menu)
  • Deleting an existing User (within manage users menu)

Any changes to the settings above will require two separate Administrator users to approve (one Administration user to request the change and a separate Administration user to review and approve the change.)

How do I review changes requested by another Administrator?

In the Dual Administration queue you can see all changes pending approval by a second Administrator. You can also see which uses have requested the changes. You can click on each request to review the detail of the change.

How do I access the Dual Admin queue?

To see the Dual Administration queue you need to have the Dual Administration Role assigned to your user. Please speak to your Administrator if you need access.

How do I approve changes made by another Administrator?

In the Dual Administration queue you can see all changes pending approval. You can review the changes pending approval and by using the action buttons you can approve. You will need to use your security device to approve any Administration changes.

Please note: to approve requests you must have the Dual Administration service assigned to your user. If you require access. Please speak to your Administrator.

Please note: You cannot approve any requests you have made yourself.

How do I cancel changes made by another Administrator?

In the Dual Administration queue you can see all changes pending approval. You can review the changes pending approval. You can use the action buttons to cancel these requests. When cancelling you can add comments to inform other users why the request has been cancelled.

Please note: to cancel requests you must have the Dual Administration service assigned to your user. If you require access. Please speak to your Administrator.

Please note: You cannot cancel any requests you have made yourself.

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