What are the different balances in Digital Banking?
Recently we’ve changed the way we display your accounts and balances in Digital Banking to give you a clearer view of your money.
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How do I register for Digital Banking if I don't have a debit card?
If you do not have a debit card, you can simply leave this field blank and carry on with your application.
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Why do I get a message that my customer number entered has been disabled?
To protect you and your accounts, we constantly monitor ourDigital Banking and mobile app servicesand it may have been necessary for us to temporarily disable your service.
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What is a card-reader and how do I use one?
A card reader gives you an extra level of security when using Digital Banking, and you may need to use it to confirm your identity when logging in if you don’t have a mobile number, or you’ve recently updated it with us.
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I haven't received my Digital Banking activation code, what can I do?
You'll need anDigital Banking activation code when you register, re-register or open an account with us. We'll send you your code by text message within a few minutes if you have a UK mobile number.
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It says 'service temporarily unavailable', what should I do?
We do carry out essential maintenance between 1.55am and 2.30am (UK time)every day to keep our systems up to date. During these timesDigital Banking will be unavailable.
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Contact us
Cora is a digital chatbot trained to answer your banking questions. You can chat to her online anytime and if she can’t help, she’ll pass you on to a real person who can.On average she can answer questions within 5 minutes.
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What is my Digital Banking Mailbox and how do I access it?
YourDigital Banking mailbox or mobile app enables you to securely receive and access important mail we've sent you in electronic format. You can view, download, share, archive or print PDF copies of your mail at your convenience.
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Popular how to guides
These step-by-step guides will help you complete everyday tasks using your mobile app or Digital Banking.
Make a complaint
We always try to give you the best possible service. But sometimes we get it wrong. If we’ve got it wrong enough that you want to make a formal complaint, it’s easiest online.
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Make a payment
Information about different payment types and payment limits.
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Report a lost or stolen card
Report a lost or stolen card is quick and easy in the app, online or in branch.
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Cora is here to help you
Available 24/7
Cora can support you ith a wide range of queries. If Cora can't help you, she'll pass you on to one of our colleagues who can assist you.
Helps you change your details
Cora can update your address and help you get your phone number, email address or name updated too.
Allows you to report a lost card
Cancel your lost card and securily order a new one.
Helps you get a PIN reminder
Forgotten your PIN? Get a PIN reminder through Cora.
7 live chat canned responses for managing long wait times
Hi, thanks so much for reaching out. ...
Hi there! ...
If you'd rather not wait, you can also reach us via email at [your email address] or visit our Help Center [insert link] for answers to common questions.
The assessment centre is usually one of the last steps in an application process, but also the most difficult to crack. You've certainly told us it's the part you find most challenging - but also the most enjoyable.
Good communication skills: Ability to communicate effectively and clearly is essential to chat support wherein communicating with customers happens through text. ...
Promptness: Chat support is expected to deliver quick responses to customers.
Live chat is an online communication system that allows businesses to engage with visitors on their website or social media platforms in real-time. It's implemented through a code or added as a plugin to a website and other communication channels. Online chat is a great alternative to phone calls or emails.
Positive scripting is the practice of creating canned responses for customer service interactions that use positive language to limit customer frustration and promote desired outcomes.
Conclusion. When it comes to live chat vs. phone support, it's important to consider the pros and cons of each option before making your decision. While live chat provides an immediate connection with customers, phone support offers a more personal experience for complex customer issues.
Chat Response Rate (CRR) measures the percentage of messages and offers you respond to. Chat Response Time measures the average number of days a seller takes to respond to a message or offer.
Live chat is a great tool for multitasking. You can efficiently solve multiple customer inquiries while the customers respond. If you have well-trained customer service it can increase productivity and overall customer satisfaction.
What is a live chat support skills assessment? A tool to evaluate a candidate's ability to manage customer inquiries and provide assistance via live chat platforms.
Tests might specifically deal with your trainability, reliability, ambition, integrity, self-management, social skills and political skills. If you keep this in mind throughout the test, it can help you understand where questions are coming from, allowing you to better answer them.
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