Payments Overview

Santander Connect is the simple, secure way to make payments and transfers online, at any time.  

Santander Connect allows you to make a range of same-day & future-dated payments. A full list of the payment types available is below:

  • Standard Domestic:
    • Standard Payments
    • CHAPS Payments
    • Inter-account transfers (IAT’s)
    • Standing Orders
    • Direct Debits (View & Cancel)
       
  • International / Currency:
    • Electronic International Payments
    • Draft International Payments
    • Currency Inter-account transfers (IAT’s)
       
  • Bulk Payments:
    • Bulk Faster Payments
    • Bulk IAT payments
    • Bacs Payments (Connect Plus Only)
    • Import payment files (Connect Plus Only)

Standard Domestic Payments (Faster Payments)

What type of standard domestic payments can I make in Santander Connect?

Santander Connect allows you to make same day and future dated faster payments as well as CHAPS payments

What are faster payments?

Launched in 2008, over 85% of phone and online payments are processed via faster payments. Faster payments enable you to send online payments quickly and at the touch of a button. Payments up to £100,000 can be sent via faster payments and beneficiaries usually receive the funds immediately.

How do I make a Faster Payment?

Faster payments are made from the Payments tab in Connect;

  • Step A.  Go to the ‘Payments’ tab and select ‘Make a Payment’ from the left-hand menu.  Select ‘Standard ‘from within the Domestic Payments section.
  • Step B.  Enter the Payment details (debit account, payment date, and payment amount and debit reference).  
  • Step C.  Enter the Beneficiary details (Beneficiary name, beneficiary account and credit reference).
  • Step D. Review and ensure the payment details are correct, then press ‘Make Payment’ at the bottom of the screen. 
  • Step E.  Check all details are correct and click ‘Confirm Payment ‘at the bottom of the screen. 

Please note that this payment will not be made until it is authorised.

Fields marked with * are mandatory.

The Summary Standard Payment screen confirms that your payment instruction has been entered successfully. If authorisation is required on your account, the payment will be pending and must be authorised before it can be processed by the Bank. When the payment has been authorised and processed, it will appear immediately on your account statement.

When do future dated payments expire?

A future dated payment (of any type) will expire if not fully authorised before the cut off time of that payment type on the day prior to the specified payment date

For example. A future dated Faster Payment made on 3rd December with a Payment Date of 6th December must be fully authorised by 23:55pm on 5th December. Please note this impacts all types of payment and applies to the specific payment type cut off times.

Expired payments can be easily be edited from the Payment Authorisation screens and re-submitted for authorisation with a valid payment date.

What are the faster payment cut off times?

The cut off times for domestic and international payments can be found here.

Simply select your payment type (Domestic or International) and follow the instructions on screen.

Can I cancel a payment I have made?

A payment can be cancelled during creation and before it is authorised by clicking Cancel. You will need to use your security device to cancel the payment.

If the payment date is today the payment will need to be cancelled before the payment is authorised. Once authorised, we will begin processing the payment and the payment cannot be cancelled at this point.

If the payment date is in the future, the payment can be cancelled via Connect at any time up until the day before the payment date.

Note: Once a payment has debited your account the funds may have already been issued to the beneficiary bank and we can never guarantee that these funds may be recalled. In this case you should speak to your beneficiary directly about returning your funds.

Can I diarise a payment for a future date?

Yes, payments can be diarised to be despatched at a later date.  Maximum 180 days in the future*

* Please note the future dated payment must not be greater than the future dated payment diary set by your company’s administrator.

Can I send Faster Payments at weekends?
  • Standard Payments including Faster Payment can be sent through Santander Connect 24 hours a day, 7 days a week and 365 days a year.
  • Bulk Faster Payments can be send Monday – Friday. Bulk Faster Payments can not be sent at weekends or on bank holidays.
How quickly are faster payments received by me?

When we receive a Faster Payment instruction to credit your account, it will be processed immediately and you will usually see the credit entry and change in available funds immediately.

Note - for some account products, such as Fixed Rate Deposit accounts, payment services may be restricted and Faster Payments along with other payment types may not be permitted. Please consult your Account Terms where applicable

How quickly are faster payments received by the beneficiary?

Funds are usually available on the beneficiary account immediately, subject to the standard bank checks by Santander and the Beneficiary Bank.

Is there a limit to the amount of funds I can transfer as a faster payment?

At Santander, our faster payment scheme limit is £100,000.00 per faster payment.

What if my payment cannot be sent as a faster payment?

For payments that cannot be sent as Faster Payments they will be automatically sent as CHAPS payments instead. CHAPS payments are a premium payment for high value transactions.

A faster payment may be sent via CHAPS if;

  • The value of the payment exceeds Santander’s Faster Payment Scheme limit. At Santander our faster payment scheme limit is £100,000 per faster payment
  • The beneficiary account is not able to receive faster payments. In order to make a CHAPS payments you may need your administrator to add the CHAPS Services to your Role.
For which sort codes are Faster Payments applicable?

All UK banks and building societies now send and receive faster payments, but some sort codes cannot receive faster payments.

You can check if a sort code can receive Faster Payments by visiting the UK payment Council website http://www.paymentscouncil.org.uk/resources_and_publications/sort_code_checker

CHAPS Payments

What are CHAPS payments?

CHAPS payments are made via a premium same-day payment service that can be used to make high value urgent sterling payments to UK sort codes open to accept CHAPS payments. CHAPS stands for Clearing House Automated Payments System.

How do I make a CHAPS Payment?

CHAPS payments are made from the Payments tab in Connect;

  • Step 1.  Go to the ‘Payments’ tab and select ‘Make a Payment’ from the left-hand menu.  Select ‘CHAPS (UK same day)’ from within the Domestic payment section.
  • Step 2.  Enter the Payment details (debit account, payment date, and payment amount and debit reference). 
  • Step 3.  Enter the Beneficiary details (Beneficiary name, beneficiary account and credit reference). These details will be validated to ensure they conform to the CHAPS payment instruction format.  If you are advised of an error, you must verify the details with the beneficiary as errors will result in a delay to your payment or it may fail completely.  
  • Step 4. Review and ensure the payment details are correct, then press ‘Make Payment’ at the bottom of the screen.
  • Step 5. Check all details are correct and click ‘Confirm Payment’ at the bottom of the screen. 

Please note that this payment will not be processed until it is authorised (if required).
Please note Fields marked with * are mandatory.

If you do not wish to proceed with the payment, you can select ‘CANCEL’ payment or ‘SAVE PAYMENT’ as incomplete.

When the payment has been processed and released, it will appear immediately on your account statement. This payment has now been made and cannot be recalled.

What are the cut off times for CHAPS payments?

The cut off times for online CHAPS payments can be found here.

Simply select ‘Domestic Payments’ and follow the instructions on screen.

Can I cancel a payment I have made?

A payment can be cancelled during the creation and/or authorisation stages by using the cancel buttons available. At the authorisation stage you will need to use your security device to to cancel the payment.

If the payment date is today the payment will need to be cancelled before the payment is fully authorised, once fully authorised we will begin processing the payment and the payment cannot be cancelled beyond this point.

Although it is highly unlikely that we will be able to stop this payment once authorised via Connect, please contact our Corporate Service Centre on 0800 085 2090 as the payment may still be held completing standard bank checks.
If the payment date is in the future, the payment can be cancelled at any time up until the actual payment date. 

Note: Once a payment has debited your account the funds may have already been issued to the beneficiary bank and we can never guarantee these funds can be completely recalled. In this case you should speak to your beneficiary directly about returning your funds.

Can I send CHAPS Payments at weekends?

CHAPS payments can only be sent on working days (Mon-Fri excluding bank holidays) before the cut-off time.

The cut off times for online CHAPS payments can be found here.

Simply select ‘Domestic Payments’ and follow the instructions on screen.

Can I diarise a CHAPS payment for a future date?

Future dated payments are simply payments with a payment date set in the future e.g. tomorrow or in 2 weeks’ time. You can future date any payment - Single or Bulk Faster Payments, CHAPS payments, Inter Account Transfers or International payments.
 
When a payment is created with a date specified in the future then different processing features apply. The main difference is the use of the Active status. Payments with a future date created and authorised on a day prior to the specified payment date will have an Active status, this means the payment has been scheduled for release by the system on the Payment Date and when that date occurs the payment will be processed, no further action is required from you.

It is important to ensure sufficient funds are available in the chosen debit account and the payment is fully authorised prior to the payment date specified.

While Active and fully authorised, the payment can still be Edited or Cancelled. When the scheduled payment date occurs, the status will change from Active and the payment will begin processing and the ability to Edit and Cancel will no longer be available.
 
Please Note:  you can only create future dated payments if you have the appropriate service. Please consult your Administrator on this.

How quickly are CHAPS payments received by me?

All CHAPS payments will be credited to your account within 90 minutes, subject to standard bank checks.

How quickly are CHAPS payments received by the beneficiary?

Once fully authorised, all CHAPS payments will be credited to your beneficiary’s account within 3 hours, subject to standard bank checks by us and the beneficiary’s bank.

Is there a limit to the amount of funds I can send by CHAPS?

There is no limit on the amount of funds that can be sent by a CHAPS payment.

Inter-account transfers (IAT’s) (Domestic)

What are IAT payments?

Inter-Account Transfers (IAT’s) or Account Transfers are simply internal fund movements between your own accounts online. The transfer of funds from one account to another will happen immediately pending authorisation (if required) and standard bank checks.

  • Sterling IATs / Account transfers allows the transfer of funds between your own sterling accounts (GBP to GBP)
  • Currency IATs / Account transfers allows the transfer of funds between your own currency accounts with Connect. 

To use the IAT facility, both the debit and credit account must be registered in Santander Connect. You are not able to use the IAT facility for accounts not registered within the service.

How do I make sterling IAT payments?

Inter-Account Transfers (IAT’s) or Account Transfers are simply internal fund movements

  • Step 1. Go to the ‘Payment’ tab and select ‘Make a Payment’ from the left-hand menu.  Select ‘Sterling IAT’ from within the Inter-Account Transfer section.
  • Step 2. Enter the Transfer details (fields marked with * are mandatory) or use the magnifying glass to select from your Favourite Accounts.
  • Step 3. Enter the details of the Credit Account.  Again, you can use the magnifying glass to select from your Favourite Accounts.
  • Step 4. Check all payment details are correct and then press ‘Make Payment button’ at the bottom of the payment instruction. If all payment details are correct, you will be asked to "Confirm Payment". The Summary screen will indicate the payment is pending final authorisation before it is processed.
Can I send IAT payments at weekends?

You can instruct IATs at the weekend and they will show on statements with a payment date of the next available business day.

What are the cut off times for IAT payments?

IAT payments can be sent up until 11:55pm and be received by the beneficiary on the same day.

How do I cancel an IAT payment?

Once an IAT payment has been processed, you cannot cancel the payment and you will need to make a corresponding reverse payment between the accounts.

What is the IAT authorisation trigger value?

IAT payments involve the transfer of funds internally between your own accounts, these types of payments are treated differently within the service as they carry less security risk.

By default, you security device is only required for IAT payments if the value of the payment exceeds the IAT authorisation trigger value. This can be changed by your administrator from the default value. This applies to both GBP and Currency IAT payments.

Currency Inter-account Transfers (IAT’s)

How do I make Currency IAT payments?

Inter-Account Transfers (IAT’s) or Account Transfers are internal payments between your own accounts.

  • Step 1. Go to the ‘Payments’ tab and select ‘Make a Currency Transfer’ from the Inter-Account Transfers (IATs) section.
  • Step 2. Enter the Transfer details (including the currency you wish to make the payment in).
  • Step 3. Enter the Credit Account details.
  • Step 4. Enter the Foreign Exchange Details. This section will only show if you are registered to use pre-booked foreign exchange deals. If you are interested in this service then please speak with your Relationship Director. If you are registered for this service and wish to use a pre-booked deal to fund your payment, you can select ‘Add Foreign Exchange Deals’ to navigate to the Commercial Foreign Exchange Deals page.
  • Step 5. Check all payment details are correct and then press the ‘Make Payment’ button at the bottom of the payment instruction. If all payment details are correct and pass validation, you will be taken to the Confirm then Summary screens from which the payment will be Dispatched, or pending final authorisation before it is processed (if required).

If you do not wish to proceed with the payment from the Enter Inter-Account Transfer or Confirm screen you can select ‘Cancel‘ or ‘Save Payment‘ to save it as incomplete.

What are the FX rates for Currency IAT payments?

For Currency IAT payments, the FX rate applied is the prevailing rate at the time of actual processing.

Please note the FX rate shown during making the payment and when authorisation is pending is only indicative, based on the prevailing rate at that time.   Once the payment has been authorised and despatched, the actual FX rate is shown in the payment details.  You may also use a pre-booked rate via our foreign exchange deal service.

Why does a currency IAT payment remain “in progress”?

For Currency IAT payments, the FX rate applied is the prevailing rate at the time of actual processing.

In certain situations, the transaction might require review by the bank (e.g.; if the currency used is exotic or the payment value is particularly large) before the payment can begin processing. In this case, the payment will remain “in progress” until this review is complete.

Can I book an FX rate for my IAT?

Yes, an FX rate can be booked via Santander Flame or by calling our FX dealing desk on 0800 015 4116 option 1/option 1. Please note, you must be registered to use this service. If you are interested in using this service then please speak with your Relationship Director.

Electronic International Payments

What are electronic international payments?

Santander Connect allows you to make two types of electronic international payments;

  • Foreign currency payments to a UK beneficiary
  • Sterling and foreign currency payment to a beneficiary outside of the UK.

Santander is able to send fast and secure payments of any value to nearly every country in the world. Payments can be sent electronically or by a draft currency cheque. Draft currency cheques are prepared by the bank and posted to you.

When you make an international payment in Santander Connect the foreign exchange rate prevailing for the chosen currency is applied. You may also use a pre-booked rate via our foreign exchange deal service.

How do I make an international payment?

International payments are made from the Payments tab in Connect;

  • Step 1. Go to the ‘Payments’ tab and within the International Payments section select the destination country, select Electronic, then press ‘Go’.
  • Step 2. Enter the Payment details
  • Step 3. Enter the Beneficiary details
  • Step 4. Enter the Foreign Exchange Details. This section will only show if you are registered to use pre-booked foreign exchange deals. If you are interested in using this service then please speak with your Relationship Director. If you are registered for this service and wish to use a pre-booked deal to fund your payment, you can select ‘Add Foreign Exchange Deals’ to navigate to the Commercial Foreign Exchange Deals page
  • Step 5. Enter the Charges details
  • Step 6. Check all payment details are correct and then press the ‘Make Payment’ button at the bottom of the payment instruction. If all payment details are correct and pass validation, you will be taken to the Confirm then Summary screens from which the payment will be pending final authorisation before it is processed.

If you do not wish to proceed with the payment from the Enter International Payment or Confirm screen you can select ‘Cancel’ or ‘Save Payment’ to save it as incomplete.

What are the international payment cut off times and credit value dates?

International payments may only be sent through the service during weekdays.

The cut off times for same day electronic international payments will depend on the currency of the payment and the currency of the account being debited.

You can use our cut off time calculator to identify the value date and cut off time for your international payments.

Please note: You must fully authorise the payment before the cut off time for the respective currency.

 

For all international payments, if you authorise the payment after the cut off time for the payment date specified you may experience a delay in the processing of your payment. Please ensure the payment date specified is valid in accordance with the cut off times shown in the calculator for your chosen payment currency.

How do I enter international payment beneficiary details?

International beneficiaries can be input when making an international payment. Remember, you can look up an existing beneficiary and this will automatically populate their account details.

Alternatively, you can manually specify the beneficiary name using up to 35 characters. If the name exceeds 35 characters then you may use the additional lines provide in the next field (beneficiary customer address) 140 characters are available in total (4 lines of 35 characters)

What is the Beneficiary customer address?

This is where can specify the address of the beneficiary you wish to pay. This field is optional for most destination countries but mandatory for certain countries.

What is an IBAN number?

This is the International Bank Account Number and uniquely identifies a bank account around the world. This is the internationally agreed standard for identifying bank accounts.

An increasing number of countries require the use of an IBAN when making inward payments to their country. For EUR payment to EEA countries, the use of an IBAN together with a BIC is mandatory.

Please Note: Using a valid IBAN significantly reduces the likelihood of delays or issues with your international payments.

What is a BIC number?

This is the Bank Identifier Code and is sometimes referred to as the SWIFT address. This is the internationally agreed standard to uniquely identify a bank branch.

The BIC is mandatory for all international payment in the service with the exception of USD payments to the US. This is because payments in USD to the US can either contain a BIC or NCC (Fedwire) code.

The BIC will either be 8 or 11 alphanumerical characters.

What does the field payment priority mean?

This field indicates the routing method of the electronic international payment. The only option currently available is Standard. Standard must be used for all payments made. This field will include alternative options in the future for certain country and currency combinations.

What is a National Clearing Code (NCC)?

This is the National Clearing Code format of a particular country, EG for the UK it is the Sort Code. In some countries the NCC is still widely used and required for receiving international payments,

The BIC must be used when sending payment to the following countries with the exception of USD payment to the US where a Fedwire code should be used instead.

CountryFixed LengthCharacter Type
Australia6N
Canada9N
Hong Kong3N
India11C
New Zealand6N
Russia9N
South Africa6N
United States9N

N - Numeric characters only
C - Alphanumeric characters permitted

What are the FX rates for International payments?

For International payments, the FX rate applied is the prevailing rate at the time of actual processing.

Please note the FX rate shown during making the payment and when authorisation is pending is only indicative. (Based on the prevailing rate at that time). The payment will always need to be fully processed before the actual FX rate can be confirmed.

Once the payment has been fully authorised and cleared any bank checks the actual FX rate applied can be seen in the payment details once the payment has been despatched.

Can I book an FX rate for my international payment?

Yes, an FX rate can be booked via Santander Flame or by calling our FX dealing desk on 0800 015 4116 option 1/option 1. Please note, you must be registered to use this service. If you are interested in using this service then please speak with your Relationship Director.

Manage foreign exchange deals

How do I review and manage my booked foreign exchange deals?

You can review and manage your booked foreign exchange deals from within the Payments tab in Connect by selecting ‘Manage FX’ in the left-hand menu. This page will only open if you are registered to use pre-booked foreign exchange deals. If you are interested in using this service then please speak with your Relationship Director.

  • Step 1. Go to the ‘Payments’ tab and click ‘Manage FX’ from the left-hand menu
  • Step 2. Here you can search for foreign exchange deals you have previously booked
  • Step 3. If you would like to use the full amount of a pre-booked deal to fund your international payment then you can click the dropdown next to the deal and select which type of payment you would like to make
  • Step 4. You will then be directed to the next page to input the full payment details
  • Step 5. For further information on the details required for each type of payment (Electronic international payment, International draft, or Currency IAT) please refer to the relevant section in this help centre.

International Draft (cheque)

How do I request an International Draft (cheque)?

You can request a foreign currency draft (cheque) within the Payments tab in Connect. The draft will be posted to you.

  • Step 1. Go to the ‘Payments’ tab and within the International Payments section select the destination country, select Draft, then press ‘Go’.
  • Step 2. Enter the Payment details
  • Step 3. Enter the Beneficiary details
  • Step 4. Enter the Foreign Exchange Details. This section will only show if you are registered to use pre-booked foreign exchange deals. If you are interested in this service then please speak with your Relationship Director. If you are registered for this service and wish to use a pre-booked deal to fund your payment, you can select ‘Add Foreign Exchange Deals’ to navigate to the Commercial Foreign Exchange Deals page.
  • Step 5. Check all payment details are correct and then press the ‘Make Payment’ button at the bottom of the payment instruction. If all payment details are correct and pass validation, you will be taken to the Confirm then Summary screens from which the payment will be pending final authorisation before it is processed.

If you do not wish to proceed with the payment from the Enter International Draft Payment or Confirm screen you can select ‘Cancel‘ or ‘Save Payment’ to save it as incomplete.

Can I book an FX rate for my International Draft (cheque)?

Yes, an FX rate can be booked via Santander Flame or by calling our FX dealing desk on 0800 015 4116 option 1/option 1. Please note, you must be registered to use this service. If you are interested in using this service then please speak with your Relationship Director.

Bulk Payments

What are Bulk payments?

Only available in our Connect Plus service, bulk payments allow you to make multiple debit payments in one transaction. Bulk payments can be sent by Faster Payment or by Bacs. You cannot mix single Bacs and faster payments within one bulk payment.

How do I make a Bulk payment?

Making a Bulk payment with an existing bulk payment template

  • Step 1.  Go to the ‘Payments’ tab and select ‘Manage Bulk payments’ from the left-hand menu.  Click on ‘Manage Bulk payment templates’
  • Step 2.  Use the magnifying glass to choose an account or enter the account details and click ‘Search’.  Alternatively, a list of all bulk payment templates is shown at the bottom of the screen.
  • Step 3. Check the payment details and value are correct, amend as necessary, and click ‘Continue’.  Note: remember to click ‘Save payment’ if you have made changes to the template that you wish to keep.
  • Step 4. Review the details and click ‘Confirm.’

If you do not wish to proceed with the payment you can select ‘CANCEL’ payment or ‘SAVE PAYMENT’ as incomplete.

When the payment details are correct and pass the bank’s validation, you will be taken to the Summary screen.  The payment still requires full authorisation before it can be processed.

How can I view pending bulk payments on my account?

Connects search facility allows you to identify bulk payments made or to be made from your account.

  • Step 1. Go to the ‘Payments’ tab and select’ Manage Bulk payments’ from the left-hand menu. Click on’ Search Bulk Payments’
  • Step 2. Click on the magnifying glass to select one of your accounts, or enter the details of the account you wish to view.
  • Step 3. You can filter your search by choosing a Payment Status, entering a Payment Reference and / or choosing a date range, then click ‘Search’.

A list of bulk payments on your account is shown at the bottom of the screen. This list will be filtered according to your choices above.

How do bulk payments appear on my statement?

Bulk payments appear as a single debit for the total value of the payments on your account statement.

Can I save bulk payments as payment templates?

Yes, if you regularly pay suppliers or salaries then you can save bulk payments as templates. This saves you time by allowing you to pay the same people again without having to start from scratch.

What are the bulk payment cut off times?

The cut off times for domestic and international payments can be found here.

Simply select your payment type (Domestic or International) and follow the instructions on screen.

Bacs Payments

What are Bacs payments?

BACS, formerly known as Bankers' Automated Clearing Services is a scheme for the electronic processing of financial transactions within the UK and the collective name of its controlling group. Direct debits and direct deposits are made using the BACS system. Bacs payments take 3 days to reach the receiving sort code account number as they are batched.

Which Santander Connect service can I make bacs payments from?

Only Santander Connect Plus supports BACS payments

What do I need to make bacs payments online?

In order to make bacs payments online you will need the following;

  • Be Bacs sponsored and have a registered Bacs Service User Number (SUN)
  • A Bacs limit assigned by Santander. Please speak to your relationship director to arrange this.
What type of bacs payments can be made in Santander Connect?

Santander Connect allows you to make bacs payments in 2 ways.

  • Import a file of bacs payments
  • Make a bulk bacs payment using the Bulk Payments facility
Is there a limit to the amount of funds I can transfer as a bacs payment?

No, any value of bacs payment can be sent through Santander Connect

Payment Imports

Importing payments - an overview

The payment import facility allows you to upload a file of payment instructions in to the Santander Connect service direct from your own systems which has a number of benefits associated e.g. reduces manual payment input with possible errors and saves valuable time making payments.

Typically your accounting or enterprise software would be configured to generate the payment file to our payment import specification. Please speak with your accounting or enterprise software provider to determine availability. Alternatively, you are free to use your own applications to create the payment file to our payment import specification.

All available payment types can be imported using a single file format (with the exception of Bacs), this includes - single & bulk Faster Payments, Account Transfers, CHAPS and International payments. Single and bulk Bacs payments are also supported but using a separate unique file format.

Our file format specifications are available using the links below.

  • Santander Standard Payment Import Specification (available below) – for single & bulk faster payments, Account Transfers, CHAPS & International payments.
  • Santander Bacs Payment Import Specification (available below) – for single & bulk Bacs payments and single & bulk Faster Payments also.
How do I import a payment file?

Regardless of which payment import specification is used or which payment types are imported the import process is the same. The four steps are as follows;

  • Step 1) Import Payment File. Go to Payments Tab and select “Import Payment File” or “Import Payments” from the left-hand menu Click Browse, and select the payment file to import and import.
  • Step 2) Validation - system validates the structure and contents of payment file.
  • Step 3) Review Import - following validation, the results of the imported file can be reviewed to ensure all payments were successfully imported.
  • Step 4) Authorisation - all payments successfully imported are then ready for authorisation before they can be finally processed.
1 Import Payment File

Go to Payments > Import Payments

  • Select the Import Payments service option under the main Payments menu (you may need to consult your Administrator to ensure you first have authority to do so)
    The Import Payments index page will be presented and has two sections; 1) import a payment file, 2) imported payments - a view of all payment files imported to date with status and file attributes. We will cover the second section in more detail later.
  • Select the payment file for importing, then click the Browser link and select the payment file.
  • Select the payment type depending on the type of file you have imported. (Faster payment or Bacs)
  • Before starting the import process, you may wish to choose the Duplicate File Check option.  This tool checks that you have not imported the same file earlier in the same day to avoid duplicate payments.
  • Select go to start the import process.
  • The system will make an initial validation of the file structure and content then present the File Import Details for your review before requesting import authentication using your Security Device. The File Import details presented are described further below.
  • Once you have completed the authentication then click Continue to confirm the import, then click Exit to return to the Import Payments index page.

The imported file will now undergo a full validation by the service to check that each payment record is correctly specified. The status of the file as shown under the Import Payments section will change to ‘Validating’ to signal this process is underway.

2 Validation
  • The time taken to complete the validation can vary pending a number of different factors such as the volume and type of payments specified in the file.  Please remain patient while this is processed. We recommend you select the Refresh Status option every 10-15 minutes to refresh the status of the current file validation.
  • Once the validation has been completed, the status of the file will be updated and will change to a different status pending the outcome of the validation.  What status?  Rejected or awaiting authorisation
3 Review Imported File

The Import Reference field for the imported file will become an active link that can now click to review the Import File Details Report. the full outcome of the validation, this will load The Import File Details Report shows the status of your import, for example “Imported”, “Rejected” or “Import Error”.  Under the section Payments within the report, every payment record validated in from your imported file will be listed with the unique attributes of that payment details and more importantly the resulting payment status.

Where the status is “Imported” then the payment has been imported and now available for authorisation.

Where the status is “Rejected” or “Import Error”, then the payment was rejected from the imported file. The Transaction Reference field for the payment will become an active link that can be selected to review the import error reasons.

Where your payments encountered errors during the import, you have the option to create and re-import a new payment file correcting the errors or manually input the payment instructions through the service.

4 Authorisation

Successfully imported payments will be sent to the authorisation queue and the normal payment authorisation process for your account will apply.

Please take care when authorising imported payments, reviewing the payment details where appropriate to ensure the payment instructions have been correctly specified.  Multiple imported payments can be authorised at the same time using the regular multiple payment authorisation process.

How many payments can be imported in a single file?

Up to 3500 records can be imported in a single file

  • For files containing a bulk payment instruction (1 debit to 1 or many credits) this means 3499 payment credit records and 1 contra debit record
  • For files containing single payment instructions (1 debit to 1 credit) this means 3500 individual payment records
What are the file import details shown within the file import screens?
  • Import Reference – this is a unique reference generated by the service and assigned to your payment file, this reference should be used when contacting us for further support.
  • File Name – this is the name of the file chosen for import.
  • File Location – this is the file directory on your computer from which the file was chosen.
  • File Size – this is the size of the file, usually in kilobytes.  This is dependent on the number of payment records in the file. 
  • File Type – this indicates the type of payment format specification – Standard or Bacs. This shows Ad Hoc Bulk Payment
  • Date and Time of Completion – this is the timestamp of the file import process.
  • Total amount of the Payments – this is the total value of the payments contained in the file.
  • Number of Payments Imported – this is the total volume of the payments contained in the file.
What do the file import statuses mean?
  • Validating this means the validation of the file is still in progress.
  • Imported – this means all payment records in the file were successfully validated and are now awaiting authorisation.
  • Partially Imported this means some payment records in the file were successfully validated and are now awaiting authorisation, however some payment records have encountered errors and have been rejected.
  • Rejected this means all payment records in the file have encountered errors and been rejected.

Payment Cut off times

What are the Payment cut off times?

To find the cut off times for domestic and international payments you can use the payment calculator which can be found here.

Simply select your payment type (Domestic or International) and follow the instructions on screen.

 Alternatively an overview of the settlement dates and cut off times for international payments can be found here.

Authorising Payments

How do I authorise a payment file?

You can authorise a payment during the payment creation process (from the summary confirmation screen) or from the payment authorisation menu after the payment has been created.

To authorise a payment from the payment authorisation menu, there are two options available.

  • Step A. From the main Authorise Payments screen, click the Payment Reference to view the payment instruction and then select Authorise.

Alternatively, select the View Payments Pending your Authorisation feature and select the applicable check box of the payment that needs to be authorised and click Authorise.

  • Step B. To continue with authorisation of the selected payment, review the details of the payment instruction carefully and then complete the signature authentication request using your security device.
  • Step C. Following successful authorisation you will see an Authorisation Summary screen confirming your payment instruction has been issued to the bank for processing.

Please note, successful authorisation of the payment does not guarantee final confirmation of the payment instruction. A number of standard checks will be undertaken on the payment during processing by the bank. You should always check the status of your payments using the Manage Single Payments Search Payments or Manage Bulk Payments facilities within the Payment tab.

How do I view payments awaiting authorisation?

To view and authorise a payment you will need the appropriate payment authorisation service for the type of payment you wish to authorise. You will need to consult your Administrator to ensure you have the required services.

  • Step A: From the Payments tab, select Authorise Payments from the left hand menu. This will display all payments currently pending authorisation and payments that have expired as a result of not being authorised in time. Please note, some payments may be listed on additional pages, click ‘next’ from the navigation buttons to review subsequent pages of payment listings.
  • Step B: If you wish to find a specific payment to authorise you can refine the list of payments presented by using one of the search parameters – Payment Type, Payment Status or enter a Date Range. Then click ‘Search.’
  • Step C: By clicking ‘View Payments Pending Your Authorisation’ you can view the payments pending your authorisation and remove any expired payments from view.
Can I Authorise multiple payments at the same time?

Yes, you can authorise up to 300 payments at any one time. To authorise multiple payments at the same time

  • Step A: Select the ‘View Payments Pending your Authorisation’ feature from the main Authorise Payments screen. Then choose the Select All Payments check box, this selects all payments presented on the screen being viewed. To select more payments on additional screens, click Next to view all subsequent pages and check the Select All Payments box on each page. The selection on the previous pages will not be lost and will remain. You can select up to 300 payments for a single authorisation.
    Once all payments have been selected click Authorise to authorise the payments.
  • Step B: To continue with authorisation of the selected payments, complete the signature authentication request using your security device.
    Step C: Following successful authorisation you will see an Authorisation Summary screen confirming your payment instructions have been issued to the bank for processing.

Please note, successful authorisation of the payments does not guarantee final confirmation of the payment instructions. A number of standard checks will be undertaken on the payments during processing by the bank. You should always check the status of your payments using the Manage Single Payments or Manage Bulk Payments facilities.

What is the User Authorisation Limit?

The User Payment Authorisation Limit where used represents the maximum payment amount the given user can authorise. It is configured on a user's own profile and therefore can be different for each and every user.

Please consult your Administrator to understand your User Payment Authorisation Limit if applicable.

Why can’t I authorise a payment?

There are a number of reasons why you cannot authorise a payment

  1. The payment value is above your individual user authorisation limit:
    You will only be able to authorise payments up to your individual user authorisation limit. For queries around your authorisation limit please speak your administrator.
  2. Your user role may not have the privileges to authorise payments
    If you cannot see the “authorise payments” left hand menu under the payment tab then you are unable to authorise payments. For access to authorise payments please speak to your administrator
  3. You do not have enough funds available in the debit account
    If there is insufficient funds in the debiting account then you will not be able to authorise a payment
Support and help when using your security device.

Click here for help and support when using your security device.

Managing Standing Orders

What is a Standing Order?

A Standing Order is an instruction from you to your bank to pay a nominated Payee account the same amount from your account.  You specify the date of collection, which is normally the same date each month.

Once you have agreed those, the money is deducted automatically. To change the amount and/or date of collection, you must instruct your bank to change the Standing Order.

How do I create a new Standing Order?
  • Step A. Go to the Payments tab and select ‘Standing Orders’ from the left-hand menu.
  • Step B. In Standing Orders select ‘Set up a Standing Order’ located at the bottom of the page
  • Step C. Enter the payment details.
    • Fields marked with * are mandatory
    • Fields marked with ** are part of the complex standing order set up
  • Step D. Review and Confirm the Standing Oder. Once the Standing Order payment details have been completed select ‘Continue’. Then press ‘Confirm’ to complete the set-up of a new Standing Order.
What do the standing order payment details mean?
  • Debit Account: Specify the Debit Account you would like to use to make the payment. You can use the magnifying glass (account search facility) to select a valid Debit Account.
  • *Beneficiary Details: Specify the beneficiary details (beneficiary name and beneficiary account) by either typing in the beneficiary details or by selecting your favourite beneficiaries.
  • Credit Account Reference: Specify a credit account reference which will be displayed on the beneficiary’s accounts statement
  • *Recurring Payment Amount: Enter the regular payment amount that you wish to be sent each time the standing order is processed.
  • *First Payment Date: Enter the date you wish the first payment to be sent on.
  • **Regular Payment Date: If you are setting up a complex Standing Order you can specific a regular payment date that is different to the first payment date. This date is the date that the Standing Order will continue to be sent on after the first payment has been made.
  • **First or Last Payment Amounts: If you are setting up a complex Standing Order you can specific different amounts for first and last payments of the Standing Order.
  • *Final Payment: Enter details of the final payment of the Standing Order. You can specify to end a Standing Order on a particular date, after a defined number of payments or to keep being paid until you cancel the Standing Order at a later date.
  • *Payment Frequency: Enter the frequency of the standing Order. Standing Orders can be sent weekly, Monthly, Quarterly, Half Yearly, Yearly, Fortnightly or Four weekly.
Are Standing Orders sent as Faster Payments?

Yes, Standing Orders are facility to schedule reoccurring faster payments of the same value to the same beneficiary at a frequency determined by you.

Can Standing Orders be sent at weekends?

No, Standing Order payments will leave the account on the next available business day.

How do I cancel a Standing Order?
  • Step A. Go to the ‘Payments’ tab and select ‘Standing Orders’ from the left-hand menu.
  • Step B. In Standing Orders select the account that pays the current Standing Order
  • Step C. Select the Standing Order you wish to cancel and you will be given the option to cancel.

Please note: Cancelling a standard order will need to be authenticated by using your security device.

Managing Direct Debits

What is a Direct Debit?

A Direct Debit is an instruction from you to your bank given in advance of a payment. It authorises the organisation you want to pay (the Beneficiary) to collect varying amounts from your account – but only if you’ve been given advanced notice of the amounts and dates of collection.

Once you have agreed those, the money is deducted automatically. If the organisation you are paying wants to change an amount or date of collection, they have to tell you about it first.

More information: http://www.directdebit.co.uk/DirectDebitExplained/

How can I view the Direct Debits on my Account?

Go to the Payments tab and select Direct Debits from the left hand menu

Can I create Direct Debits online?

No, direct debits cannot be created online. To set up a direct debit please contact our Online Helpdesk on 0800 085 1580.

Can Direct Debits be sent at weekends?

No, as weekends are not BACS processing days. These will be dated on the next available business day. Some banks show D/D’s that are due on a Monday coming off on a Saturday. That is purely to do with the forward postings on their systems and the D/D will still be dated on the Monday.

How do I cancel a Direct Debit?

To cancel a direct debit please contact our Online Helpdesk on 0800 085 1580.

Searching for payments

How do I search for payments?

You can search “All Payments” from the “Search All Payments” screen.  Filter your search by Date, Date Range, Payment Status, Payment Type, Value and/or User ID by entering information in the relevant box (es).  Please note you must enter at least one Payment Type or one Payment Status to search.  For example, you cannot search “All Payment Types” and “All Payment Statuses”.

There are two search options available:

  • Payment type & Payment status – Searches must contain at least one Payment Type or one Payment Status. For example you can search for all payments in a specific payment status or for all payment statuses for one type of payment. You can further filter results by Date, Date Range and/or Payment Amount.
  • Currency and Amount search – This option allows for searching by payment currency, payment amount and payment date.

Please note: Users who have access to submit payments but cannot authorise payments can search and review, edit or cancel their own submitted payments (when pending authorisation).

How do I Search for payments pending authorisation?

You can search all payments that have been entered onto Santander Connect but not authorised for payment to review details, cancel or authorise those payments.

Please note: Please consult your Administrator if you are not sure whether you have the required services and/or permissions to authorise a payment.

From the ‘Payments tab’, select “Authorise Payments” from the left hand menu. All payments currently pending authorisation and payments that have expired as a result of not being authorised in time will be shown.

Please note: some payments may be listed on additional pages, click “Next” from the navigation buttons to review subsequent pages of payment listings.

To find a specific payment to authorise, you can refine the list of payments shown by; Payment Type, Payment Status or Date Range. Click Search.

How far into the past can I search for payments made on my accounts?

Payments made on Connect/made on your account can be searched for up to 60 days in the past.

How do I search for a Bulk Payments?

To find a Bulk Payment on Connect, use the Search Bulk Payments facility under the Manage Bulk Payments menu. You can search for Bulk Payments by Debit Account, Payment Status, Payment References and/or Date Range. You can also search Bulk Payments from the Search All Payments page.

Beneficiary Management

How do I Search for Beneficiaries?

You can now search through all your beneficiaries by using the beneficiary long name (primary name), short name (nick name) or partial name entry.

How do I create a new domestic Beneficiary?

Beneficiaries can be stored within Santander Connect that can help to save time when making payments.   Remember, you can look up an existing beneficiary while making payments on Connect and this will automatically populate their account details.

To create a new UK-based Beneficiary;

  • Step 1: From the “Payments” tab, choose ‘Manage Beneficiaries’ from the left-hand menu.
  • Step 2: In Manage Beneficiaries select ‘Create Domestic Beneficiary’ at the bottom of the page
  • Step 3: Enter the beneficiary details (please note all fields are mandatory).
  • Step 4: Once complete, select ‘Continue’ to review the information you have input.  You will be asked to enter a challenge code into your Token and your signature response code once validated.
  • Step 5: Once reviewed, select ‘Confirm’ to create your new domestic beneficiary.
What information is needed to create a new domestic beneficiary?
  • Beneficiary Name - This can be up to 35 characters long
  • Beneficiary Short Name - Enter a short name or nickname for the beneficiary’s. This can be up to 20 characters long. This name will be used when searching for beneficiaries and payments throughout Santander Connect.
  • Sort Code - Enter the beneficiary’s 6 digit sort code.
  • Account number - Enter the beneficiary’s 8 digit account number.
How do I enter international payment beneficiary details?

International Beneficiaries can be stored within Santander Connect that can help to save time when making international payments. Remember, you can look up an existing beneficiary – This will automatically populate their account details.

To create a new International Beneficiary;

  • Step 1: From the “Payments” tab, choose ‘Manage Beneficiaries’ from the left-hand menu.
  • Step 2: In Manage Beneficiaries select ‘Create International Beneficiary’ at the bottom of the page
  • Step 3: Enter the beneficiary details (please note all fields are mandatory). 
  • Step 4: Once complete, select ‘Continue’ to review the information you have input.  You will be asked to enter a challenge code into your Token and your signature response code once validated.
  • Step 5: Once reviewed, select ‘Confirm’ to create your new domestic beneficiary.
What information is needed to create a new international beneficiary?
  • Beneficiary Name - This can be up to 35 characters long.
  • Beneficiary Short Name - Enter a short name or nickname for the beneficiary’s. This can be up to 20 characters long. This name will be used when searching for beneficiaries and payments throughout Santander Connect.
  • IBAN number - Enter the beneficiary’s account number or IBAN number (tick the required box if this is an IBAN Number).  The Beneficiary can provide you with the IBAN that can be obtained from his bank. 
  • SWIFT Code – Enter the beneficiary’s bank SWIFT code, also known as a Bank Identification Code (BIC).  This is a standard format number that uniquely identifies the bank and branch.  For the SWIFT / BIC you can specify a 8 or 11 character Code. E.g. ABBYGB2L or ABBYGB2LXXX
What does this error mean “It is not possible to send your payment with the Beneficiary details entered?

If you have received this error message when making an International Payment then phone our Helpdesk on 0800 085 1580 at your earliest convenience. It is likely that the BIC code being used is not a commonly used bank identifier and we may need to ensure a valid record exists in our systems. This can be completed within 24 hours through contacting our Helpdesk.

What is the Beneficiary customer address?

This is where you can specify the address of the beneficiary you wish to pay. This field is optional for most destination countries but mandatory for certain countries.

What are favourite beneficiaries?

By selecting up to 50 favourite beneficiary Accounts, you can save yourself time when making payments.

A list of your favourite beneficiaries will automatically be available to select via a drop down menu when populating the beneficiary account field within the payments screens. Favourite Beneficiaries are available to select when performing the following payments types and payment templates.

  • Domestic Payments (Standard and Chaps)
  • Inter-Account transfer (Sterling and Currency)
  • International or Other Payments (Draft or Electronic)
  • Creating new Standing Orders
  • Creating single payment templates
  • Creating bulk payment templates 

Please note a list of all your beneficiaries, including which beneficiaries are marked as favourite can be exported in CSV or PDF formats form the Manage Beneficiaries screen, which can be found under the payments tab.

How do I view my Favourite Beneficiaries?

Navigate to the ‘Preferences Tab’. Select ‘Favourite Beneficiaries’ from the left-hand menu. From here you can view your selected ‘Favourite Beneficiaries.’

How do I edit my Favourite Beneficiaries?

You can edit your favourite beneficiaries at any time.

  • Step A. Navigate to the ‘Preferences’ Tab. Select ‘Favourite Beneficiaries’ from the left-hand menu.
  • Step B. At the bottom of the page select ‘Change your Favourite Beneficiaries.
  • Step C. A list of all your beneficiaries will be displayed. From here you can specify which beneficiaries you would like to use as your favourites
  • Step D. Once you have selected all of the beneficiaries you wish to add as favourites select ‘Submit Selection.’
  • Step E. Your favourite Beneficiaries will have been successfully updated and a summary of your selected Favourite Beneficiaries will now be displayed. To return the Favourite Beneficiaries homepage please select ‘back to Favourite Beneficiaries.

If at any point you do not wish to proceed with any changed you can select ‘Cancel’ or ‘Back’ at any time.

Single Payments Templates

What are payment templates?

Payment templates are designed to be a quick, secure and easy way for you to make a payment to the same beneficiary on a regular basis.

What are the different types of payment templates?

Single payment templates are available for the following payment types;

  • Standard Domestic:
    • Standard Payments (Same Day & Future Dated Faster Payments)
    • CHAPS Payments
    • Inter-account transfers (IAT’s)
  • International / Currency:
    • Electronic International Payments
    • Currency Inter-account transfers (IAT’s)
How do I save a single payment as a template?

To save a payment as a template simply select ‘save payment as a template’ when making a payment, alternatively you can create a new template in the manage single or both templates section.

How do I Create a Single Payment Template?

Single payment templates can be created from the Payments tab

  • Step A.  Go to the ‘Payments’ tab and select ‘Manage Single Templates’ from the left-hand menu
  • Step B. Select ‘Create a template’
  • Step C. Select the type of payment you wish to create a template for
  • Step D: Enter the Payment details (debit account, payment date, and payment amount and debit reference). 
  • Step E.  Enter the Beneficiary details (Beneficiary name, beneficiary account and credit reference).
  • Step F. Review and ensure the payment details are correct, then press ‘Create Template’ at the bottom of the screen
Can I suspend or delete single payment templates?

Yes. Payment templates can be permanently deleted or suspended.

  • Suspending a payment template – Suspending a payment template allows you to disable the payment template so that I cannot be used by any user within your online service until you re-active it.
  • Deleting a payment template- Deleting a payment template permanently removes it from your online banking service. This means no new payments can be created using this template. 
  • Re-activating a payment template- This re-activates a previously suspended payment template.
Can I export single payment templates?

Yes. Payment templates can be exported in both PDF and CSV formats.

Bulk Payments Templates

What are payment templates?

Bulk Payment templates are designed to be a quick, secure and easy way for you to make a payment to the same beneficiaries on a regular basis.

What are the different types of payment templates?

Single payment templates are available for the following payment types;

Bulk Payments: (Connect Plus Only)

  • Bulk Standard domestic payments
  • Bulk Faster Payments
  • Bulk Bacs payments
  • Bulk Currency payments
How do I save a Bulk payment as a template?

To save a payment as a template simply select ‘save payment as a template’ when making a payment

How do I Create a Bulk Payment Template?

Bulk payment templates can be created from the Payments tab

  • Step A. Go to the ‘Payments’ tab and select ‘Manage Bulk Templates’ from the left-hand menu
  • Step B. Select ‘Manage Bulk Payments Templates’
  • Step C. Select ‘Create a template’
  • Step D: Enter the Payment details (debit account, payment date, and payment amount and debit reference).
  • Step E. Enter the Beneficiary details (Beneficiary name, beneficiary account and credit reference).
  • Step F. Review and ensure the payment details are correct, then press ‘Create Template’ at the bottom of the screen
Can I edit or delete single payment templates?

Yes. Bulk payment templates can be edited or deleted

  • Editing a bulk payment template – Editing a bulk payment template allows you to edit the payment details within the template.
  • Deleting a bulk payment template- Deleting a bulk payment template permanently removes it from your online banking service. This means no new payments can be created using this template.
Can I export bulk payment templates?

Yes. Payment templates can be exported in both PDF and CSV formats.

Payment Summary

What is the Payment Summary?

The Payment Summary is a screen in Santander Connect which shows the daily values and volumes of all outbound payment activity in each payment status.

Please note: This view is unique to your online privileges and accounts. For Example if you do not have access to see Faster Payments then Faster Payments will not show in the Payment Summary.

What type of Payments does the Payment Summary show?

The Payment Summary shows all outbound Payment activity for all payment types.

How can I access the Payment Summary?

The Payment Summary is in the Payments Tab. It is automatically available for any users who have access to make, authorise or search for payments.

The Payment Summary can also be assigned to a custom Role through Role management.

Do Payments from confidential accounts show in the Payment Summary?

If you have access to confidential accounts then any Payments from confidential accounts will show in the Payment Summary. For access to confidential accounts speak to your Administrator.

What do the different Payment statuses mean?

There are a variety of different payment statuses within the service and these depend on the state the payment is in. Payment statuses can be grouped into three simple processing states;

With Customer – For the customer to action
With Bank – For the bank to process
Completed – No further action is needed (Unless the payment has failed)

With Customer

  1. Incomplete: The payment is saved as incomplete and pending further information, amendment or further action before it can be submitted for processing.
  2. Awaiting First Authorisation: The payment has been submitted and is awaiting authorisation.
  3. Awaiting Second Authorisation: The payment has completed first authorisation and now requires second authorisation before processing (not always applicable).
  4. Expired: The payment has not been fully authorised and specified payment date has elapsed. Please note for all future dated payment, the payment must be fully authorised before the payment date specified, otherwise it will expire.

With Bank

  1. In Progress: The payment has been fully authorised by the customer and is being processed, a number of validations and standard bank checks are now taking place.
  2. Pending: The payment has been fully authorised by the customer and the bank. The payment is waiting for the next payment batch to be despatched.
  3. Active: The payment has been fully authorised by the customer but the payment date specified is in the future and the payment has been scheduled for future processing. This payment will not enter the In Progress status until the specified date of the payment. The payment may be cancelled or amended until this point in time.

Completed

  1. Despatched: The payment has been successfully processed and the payment has been sent to the bank of beneficiary as specified.
  2. Cancelled: The payment instruction has been cancelled and removed from processing – one of your users had cancelled the payment.
  3. Failed: The payment has been fully authorised but failed during the being processed by the bank. This would have resulted where one or more standard bank checks were unsuccessful. Any Failed payments will need to be resubmitted.
How long do Payments show on the Payment Summary for?

This depends on the status of the Payment

  • Payments Awaiting Authorisation will show up to and including the payment date.
  • Expired Payments show for 30 days. After 30 days the status will automatically be updated to Cancelled.
  • Incomplete Payments show for 30 days.
  • In Progress and Pending statuses show all Payments being processed by the bank for up to 5 days.
  • Active shows all future dated payments until the Payment Date. On the Payment Date the status will change to Despatched or Failed.
  • Despatched shows all Payments sent by the bank on that day.
  • Partially Despatched shows all bulk Payments which were Partially Despatched on that day.
  • Cancelled shows all Payments which have been Cancelled on that day.
  • Failed shows all Payment which have Failed that day.
Can I export a copy of the Payment Summary?

The Payment summary can be exported in a PDF format.

Payment Statuses

What are the different payment status?

There are a variety of different payment statuses within the service and these depend on the state the payment is in. Payment statuses can be grouped into three simple processing states;

With Customer – For the customer to action
With Bank – For the bank to process
Completed – No further action is needed

With Customer

  1. Incomplete: The payment is saved as incomplete and pending further information, amendment or further action before it can be submitted for processing.
  2. Awaiting First Authorisation: The payment has been submitted and is awaiting authorisation.
  3. Awaiting Second Authorisation: The payment has completed first authorisation and now requires second authorisation before processing (not always applicable)
  4. Expired: The payment has not been fully authorised and specified payment date has elapsed. Please note for all future dated payment, the payment must be fully authorised before the payment date specified, otherwise it will expire.

With Bank

  1. In Progress: The payment has been fully authorised by the customer and is being processed, a number of validations and standard bank checks are now taking place.
  2. Pending: The payment has been fully authorised by the customer and the bank. The payment is waiting for the next payment batch to be despatched.
  3. Active: The payment has been fully authorised by the customer but the payment date specified is in the future and the payment has been scheduled for future processing. This payment will not enter the In Progress status until the specified date of the payment. The payment may be cancelled or amended until this point in time.

Completed

  1. Despatched: The payment has been successfully processed and the payment has been sent to the bank of beneficiary as specified.
  2. Cancelled: The payment instruction has been cancelled and removed from processing – one of your users had cancelled the payment.
  3. Failed: The payment has been fully authorised but failed during the being processed by the bank. This would have resulted where one or more standard bank checks were unsuccessful.
  4. Partially Despatched: This status is unique to bulk payments and represents the situation where one or more credits of the Bulk Payment have been successfully Despatched but on or more of the credits have failed processed.

Bank Holiday Processing

What payments can I make on a bank holiday?

The only payments that can be processed on bank holidays or non-working days are single faster payments.

What is the process for cancelling a payment that is due to be paid on a bank holiday?

A payment can be cancelled during the creation and/or authorisation stages by using the cancel buttons available. At the authorisation stage you will need to use your security device to cancel the payment.

If the payment date is today the payment will need to be cancelled before the payment is fully authorised, once fully authorised we will begin processing the payment and the payment cannot be cancelled beyond this point.

If the payment date is in the future, the payment can be cancelled at any time up until the actual payment date.

Why do I not have an option to cancel my payment?

There can be a number of reasons why a payment cannot be cancelled. Please contact our Corporate Service Centre on 0800 085 2090.

Is there any way I can prevent my payment from leaving on the next available working day?

Please contact our online helpdesk on 0800 085 1580.

Introduction to Payment Authorisation Groups

What is Payment Authorisation Groups?

Payment Authorisation Groups is optional functionality in Santander Connect Plus which allows you to create flexible authorisation rules for the authorisation of payments.

When Payment Authorisation Groups is switched on all payments are subject to the Payment Authorisation Groups rules.

This functionality allows your users to be put into groups of authorisers. You can then decide which group(s) need to authorise a payment based on the payment amount.

By switching Payment Authorisation Groups on your users will be able to access to new payments authorisation scree to authorise payments from.

How does Payment Authorisation Groups work?

Payment Authorisation Groups works by:

1. Adding your online banking users into groups of authorisers (Group A, Group B, Group C etc…)

2. You can then decide which Payment Authorisation Groups need to authorise a payment based on the payment amount. Payment Authorisation Groups can be assigned to a tiers using AND or OR rules.

  • AND rules mean authorisation is needed from another group(s) For example: Group A + Group B
  • OR rules allow for different groups / rules to be involved in the same tier. For example Group A + Group A or Group B

For Example:

Payment Authorisation Groups:

Group A: User 1, User 2, User 3

Group B: User 4, User 5, User 6

Group C: User 7, User 8

Group D: User 9, User 10, User 11

Payment Authorisation Tiers and Rules:

Tier 1: £0 - £50,000 = Group A

Tier 2: £50,000 - £100,000 = Group A + Group B

Tier 3: £100,000 - £500,000 = Group C + Group C Or Group C + Group D

Tier 4: £100,000 - £1,000,000 = Group D + Group D + Group D

  • Tier 1 requires 1 user from Group A for a payment to be fully authorised. (Single authorisation).
  • Tier 2 requires 1 user from Group A and 1 user from Group B for a payment to be fully authorised (Dual Authorisation). The authorisations are not sequential. The user in Group B could authorise before the user in Group A.
  • Tier 3 requires 2 users from Group C OR 1 user from Group C and 1 user from group D for a payment to be fully authorised (Dual Authorisation). This must be 2 different users from Group C.
  • Tier 4 requires 3 users from Group D for a payment to be fully authorised. (Triple Authorisation) The payment must be authorised by 3 different users from Group D.
What are Payment Authorisation Groups?

Payment Authorisation Groups are groups of similar users. These can be assigned to Tiers using ‘And’ or ‘Or’ rules to create authorisation rules

  • You can create a maximum of 10 Payment Authorisation Groups.
  • Each Group can be renamed to make them easy to identify.
  • There is no maximum number of users which can be added to a Group.
  • A user can only belong to one Group.
What are Payment Authorisation Group Payment Tiers?

Payment Authorisation Group Payment Tiers allow you to create flexible authorisation rules based on the value of the payment. For each Tier you will need to specify a minimum value, a maximum value and the groups which can authorise payments of this value.

  • Each Tier can be renamed to make them easy to identify
  • You can create a maximum of 5 Tiers
  • Each Tier can have a maximum of 3 ‘and’ rules
  • Each Tier can have a maximum of 3 ‘or’ rules
  • Payment Tiers apply to all payment types
  • The first Tier must start from £0.00 and there can be no gaps between tiers. For example; If the first tier is £0.00 to £1,000 then the next tier must start from £1,000.01.
  • Any non-GBP payments are converted to GBP to determine which tier rules will apply.
What payment types does Payment Authorisation Groups apply to?

a. Standard Payments

b. CHAPS Payments

c. Electronic International Payments

d. IAT Payments

e. Draft International Payments

f. Bulk Payments (Faster Payment and Bacs)

g. Standing Orders

h. Imported Payments

i. Payments made from a template

What are the charges for Payment Authorisation Groups?

There are no additional charges for using Payment Authorisation Groups. The standard Santander Connect Plus fees apply for online accounts and online users.

What are the features of the new Payment Authorisation Groups authorisation screen?
  • By default users will see all the payments that they can authorise. These can be sorted by status or type of payments.
  • Users can select, Authorise, Cancel or Clear up to 300 payments at a time
  • The ability to search for payments by value, type, reference or any keyword.
  • The ability to export single or multiple payments to a PDF for reconciliation outside of Santander Connect
  • The ability to view which Payment Authorisation Groups need to authorise a payment and which Payment Authorisation Groups and users have already authorised a payment.
  • Payments that are about to expire are highlighted to uses. Users may want to authorise these first to avoid them expiring.
  • Payments that have been edited since they have been created are highlighted. Users may want to take extra care when authorising these payments as the payment details have been changed.
  • When Authorising, Cancelling or Clearing payments the total value and volume of payments is highlighted to the user.

Switching PAGs on and off

How is Payment Authorisation Groups switched on?

Payment Authorisation Groups can be switched on by Administration users using the Payment Authorisation Groups Administration section within the Administration tab.

To switch PAGs on you will need to have created your Payment Authorisation Groups and Tiers. You can edit your Payment Authorisation Groups and Tiers at any time before switching PAGs on.

There can be no payments in the progress of being authorised when Payment Authorisation Groups is switched on.

When switched on Payment Authorisation Groups will override your Company Payment Limit, Dual Authorisation Threshold, IAT Trigger Value and individual user’s limits. The maximum value of your largest tier will automatically become your new Company Payment Limit.

What happens to the Company Payment Limit, Dual Authorisation Threshold and IAT Trigger Values When Payment Authorisation Groups is on?

Payment Authorisation Groups overrides the customers Company Payment Limit, Dual Authorisation Threshold, IAT Trigger Value and individual user’s limits. The maximum value of your largest tier will automatically become your new Company Payment Limit.

What happens to individual user’s authorisation limits when Payment Authorisation Groups is on?

Payment Authorisation Groups overrides user's individual payment limits. We would advise that users with similar authorisation limits are placed in the same Payment Authorisation Groups.

When Payment Authorisation Groups is on can I change my Payment Authorisation Groups Rules?

When Payment Authorisation Groups is you will only be able to change the users in each Payment Authorisation Group. The Payment Authorisation Groups Tiers can not be changed when Payment Authorisation Groups is on.

To change your Payment Authorisation Groups Tiers you will need to switch Payment Authorisation Groups off, change the Tiers and then switch Payment Authorisation Groups back on again.

Does Payment Authorisation Groups work with Dual Administration?

Payment Authorisation Groups is integrated with Dual Administration. If Dual Administration is on then any changes to Payment Authorisation Groups will need to be approved by a 2nd administration user via the Dual Administration queue.

How is Payment Authorisation Groups switched off?

Payment Authorisation Groups can be switched off by Administration users using the Payment Authorisation Groups Administration section within the Administration tab.

There can be no payments in the progress of being authorised when Payment Authorisation Groups is switched off.

Once switched off your previous Company Payment Limit, Dual Authorisation Threshold, IAT Trigger Value and individual user’s limits will apply for the authorisation of payments.

Authorising payments

How do I view payment that need authorising?

To view and authorise a payment you will need the appropriate payment authorisation service for the type of payment you wish to authorise. You will need to consult your Administrator to ensure you have the required services.

From the Payments tab, select Authorise Payments from the left hand menu. This will display all payments that the user can authorise. Please note, some payments may be listed on additional pages, click ‘next’ from the navigation buttons to review subsequent pages of payment listings.

How many payments can be authorised at the same time?

A maximum of 300 payments can be authorised with one use of your security device.

How do I know who needs to authorise a payment?

Clicking on the payment status will show a summary of the Payment Authorisation Groups Rules that apply for that payment.

Any Groups shown in green will have already authorised the payment. For these groups you will see the user who has authorised the payment.

Any Groups showing in grey have not yet authorised the payment.

Why can’t I authorise a payment?

There are a number of reasons why you cannot authorise a payment

1. You are in Payment Authorisation Group that can’t authorise the payment

You will only be able to authorise payments based on the Payment Authorisation Rules set up for your company.

2. Your user role may not have the privileges to authorise payments

If you cannot see the “authorise payments” left hand menu under the payment tab then you are unable to authorise payments. For access to authorise payments please speak to your administrator.

3. You do not have enough funds available in the debit account

If there is insufficient funds in the debiting account then you will not be able to authorise a payment

Help and support when using your security device?

Click here for help and support when using your security device.

Cancelling payments

How do I cancel payments

To view and authorise a payment you will need the appropriate payment authorisation service for the type of payment you wish to cancel. You will need to consult your Administrator to ensure you have the required services.

From the Payments tab, select Authorise Payments from the left hand menu. This will display all payments that the user can cancel. Please note, some payments may be listed on additional pages, click ‘next’ from the navigation buttons to review subsequent pages of payment listings.

How many payments can be cancelled at the same time?

A maximum of 300 payments can be cancelled with one use of your security device.

How do I know who needs to cancel a payment?

Any user who has the relevant permissions can cancel a payment. Cancelling payments does not follow the Payment Authorisation Groups payment authorisation rules.

Help and support when using your security device?

Click here for help and support when using your security device.

Resetting authorisations

How do I reset the authorisation on a payment?

To reset the authorisation on a payment you will need the appropriate service for the type of payment you wish to reset. You will need to consult your Administrator to ensure you have the required services.

From the Payments tab, select Authorise Payments from the left hand menu. This will display all payments that the user can reset. Please note, some payments may be listed on additional pages, click ‘next’ from the navigation buttons to review subsequent pages of payment listings.

How many payments can be reset at the same time?

A maximum of 300 payments can be reset with one use of your security device.

Help and support when using your security device?

Click here for help and support when using your security device.

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