Frequently asked questions.

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1 Frequently asked questions. What is Bath Online? Bath Online is the online savings service from Bath Building Society that provides you with 24-hour access to view your existing savings accounts and the ability to apply for internet savings accounts. What are the benefits? Bath Online can assist those who like to enjoy the benefit of a building society account, but find it difficult to get to a branch. On your existing Bath Building Society savings accounts you can: View account details and the current interest rate. View the cleared balance (Balance available for withdrawal). View when interest is next payable and how it will be paid. View interest statements for the previous and current tax year. View transactions for the last 2 years. Send and receive secure messages to and from the Society With an internet savings account you will also have the ability to make transfers between your internet savings account and your nominated bank account. Send and receive secure messages to and from the Society and much more. Who can register for Bath Online? Anyone aged 18 years and over can register to use Bath Online. This facility is not available to clubs, associations and corporate bodies. Where an account is held jointly, both parties must register independently to use the service, and will be supplied with a separate Online User ID. How do I register for Bath Online? Registering for Bath Online couldn't be easier! Go to and select the Bath Online tab from the right hand side of the homepage. Select Login from the right hand menu. Select Click here to register under the Register today section. Acknowledge that you have read the various documents and click on the Continue tab and proceed to register. As part of this process you will need to select a password and piece of memorable information, which will form your security details. It is important that you remember these security details, as you will need them every time you login. What is a password and memorable information? You will register a password and a piece of memorable information as part of your Bath Online registration. Together, these two items make up your security information and you will need them both every time you login. Please do not tell anyone this information. What is / how do I know my Online User ID? Once you have registered for Bath Online, we will write to you at the address you supplied in your registration, giving you an Online User ID and Activation Key. You will need your

2 Online User ID every time you login. Your Activation Key is required at the time of your first login. If you lose your Online User ID, please contact us on What is an Activation Key? When you register to use Bath Online you will receive an Activation Key through the post to enable you to login to Bath Online. An Activation Key is a security code. Once you have received the Activation Key, login to Bath Online by entering your User ID, password and memorable information. Once these details have been entered correctly, you will be prompted to enter the Activation Key as it appears in the letter. When you have successfully used this to gain access to your account, you can destroy the written record of the key; you will not need it again. How do I login to Bath Online? Logging in to Bath Online is a very simple procedure. Go to and select the Bath Online tab from the right hand side of the homepage. Select Login from the right hand menu. You will be asked to enter your Online User ID and your Password. Select Continue to proceed to the next page, where you will be asked to provide characters from your Memorable Information. Please use the drop-down menus to select this information. Select the Login button. On the first occasion you will be asked to enter your Activation Key. Select Continue. If you are taken back to the login page, there is an error in the information you have entered, so please try again. If you are still having difficulty, please refer to what are the common problems with security details or to What if I forget my security information? You may have an option within your internet browser software allowing you to save your password. We recommend that you do not use this option. Upon successful completion of the login process you will be taken to your Account Summary screen. How can I register further account(s) if I am an existing Bath Online user? Login to Bath Online and select Add another account from the right hand menu. Enter the account number you wish to add in the Account number field. If you would like to add more than one account, select Add More and repeat the process. Once you have entered all the account numbers you wish to register, select Continue and you will be taken to a Confirmation screen acknowledging your request. As we have to verify and register your account(s) it may take 2 to 3 working days before the requested accounts can be viewed in your Account Summary screen. How can I register my account(s) if I am not yet an existing Bath Online user? Login to Bath Online and select login from the right hand menu. Under the Register today section, select Click here to register and follow the online screen instructions, this is a four page process. On reaching page 3 you are required to enter the account number you wish to register in the Account number field. If you wish to register more than one account select Add More and repeat the process. Once you have entered all the account numbers you wish to register, select Continue. The final page requires you to register your password and your memorable information and select Continue. You will receive an on screen acknowledgement that your registration request is complete.

3 As we have to verify and register your account(s) this will take 2 to 3 working days, we will send you a letter of confirmation, containing an Activation Key this is your first account on Bath Online. How do I view my account details? When your accounts have been added to Bath Online they can be viewed from the Account Summary screen. To view the details of each account just click on the account number. How do I view my transactions? To view transactions on one of your accounts, please click on the account number. Now click on View Transactions. Bath Online automatically displays recent transactions. If you wish to expand on this range, you can use the date selector provided. How do I download my transactions? To download the transactions on one of your accounts please select your account number, then click on View Transactions. Next click on Download on the right hand menu and a.csv file will be created which can be used to import your transactions into an Excel spreadsheet. To import the file for use with Microsoft Money you'll need to convert the.csv file to a.ofx file. There are tools available on the internet for this. How do I view my savings interest statements & request a S975? Once you have selected a savings account to view, select View interest statement. This will display interest details for the current and previous tax years. If a Section 975 Certificate of Deduction of Income Tax is required, follow the on screen instructions to request the document for the last tax year. How can I pay money in? To transfer money from a bank or another building society into your Bath Online e-saver savings account use the following information: Sort Code: Account Number: Roll/Reference Number: Your 8 digit Bath Online account number. Do not enter any dots or dashes. Please note that certain banks do not automatically provide a roll or reference number field. If you bank with them online, you will need to telephone them so that they can set up this information for you. What are the Transfer Terms & Conditions? Please refer to the Bath Online Terms & Conditions relating to transfer requests. What are the Bath Online transfer limits? The maximum transfer amount for Bath Online Accounts is 10,000.

4 How do I transfer money to my bank account? Transfers can only be requested from an e-saver account. Funds can only be transferred to your nominated bank account stated when applying for an e-saver account, or as updated using Bath Online during the operation of your account. How do I make a transaction request? You can only request a transfer to your nominated bank account. You must ensure that this account is already set up on Bath Online. You can only transfer funds from an e-saver account to your nominated bank account using Bath Online, you cannot transfer to another individual s account. Please note that the system will not allow you to continue if your Bath Online e-saver internet account and/or your nominated bank account has/have not yet been approved. To request a transaction simply login to Bath Online and select Transfer Request from the right hand menu shown on the Account Summary screen and begin the simple 3 step procedure. Step 1: From the dropdown box select the account you would like to make the transaction from and then select the type of transaction you wish to make. Select Continue. Step 2: Check the bank details are correct insert a reference and the amount you would like to transfer. Select Continue. Step 3: All the details you have entered in Step 1 and Step 2 are displayed for you to check. Confirm your request by entering your password. Select Confirm. Once you have completed your request you will be presented with an on screen message acknowledges your instruction. If you have made a mistake or you change your mind before the request is processed, there is the option to cancel - see How do I cancel a pending transaction or S975 request? Please note that requests you make via Bath Online, such as transfer transactions, will not show immediately on your account. Your account details and transactions are automatically updated overnight each working day. We may in some cases require some further information from you in order to carry out these requests, if this is the case we will contact you by telephone or secure message. If you are unsure or concerned about anything please contact us directly via a secure message, or call us on We will be happy to assist you. What is a nominated bank account? A nominated bank account is the bank account details stated when applying for an e- Saver account, or as updated using Bath Online during the operation of your account. This account must be held in the names of at least one of the applicants named on the e- Saver account. How do I close my account? To close your account you must send a secure message requesting closure. The closing amount will be sent to the nominated bank account as with all transfers from an e-saver account.

5 How do I view my pending transaction or S975 requests? You can view your transaction or S975 request by selecting Transfer Requests and then selecting View pending requests available from the right hand menu option. How do I cancel a pending transaction or S975 request? If you have made a mistake or you change your mind before the request is processed, you can cancel the request. Select Transfer Requests then select View pending requests from the right hand menu option. All your pending requests will now be displayed. To cancel a pending request, tick the box next to the request(s) you wish to cancel and then select the Delete Selected button. The pending request(s) will then be cancelled. How do I apply for a Bath Online internet savings account if I am an existing Bath Online user? Bath Online enables you to apply for an internet Savings Account (e-saver) with Bath Building Society. Simply login to Bath Online and select Open another account from the right hand menu. Fill in your personal details and nominated bank account details and submit your application. You will then be asked to print the application form and sign it. Alternatively you can request that the Society prints your application and posts it to you. Please send your signed application form with a cheque drawn from your nominated bank account, and any proof of identity we have asked for to our Head Office address. We will confirm when your account has been opened by sending you a secure message advising you of your e-saver account number. This will be followed by a Welcome letter which will be posted to you. How do I apply for a Bath Online internet savings account if I am not an existing Bath Online user? Bath Online enables you to apply for an internet Savings Account (e-saver) with Bath Building Society. Simply login to Bath Online and select New customer application from the right hand menu. Fill in your personal details and nominated bank account details and submit your application. You will then be asked to print the application form and sign it. Alternatively you can request that the Society prints your application and posts it to you. Please send your signed application form with a cheque drawn from your nominated bank account, and any proof of identity we have asked for to our Head Office address. We will confirm when your account has been opened by sending you a letter, which will include an Online User ID and Activation Key. How do I apply for a Bath Online savings account in joint names? Login to Bath online and follow the instructions given in either How do I apply for a Bath Online internet savings account if I am an existing Bath Online user? or How do I apply for a Bath Online internet savings account if I am not an existing Bath Online user? Complete the online application form giving details of both applicants. If you are already a Bath Online user, the first applicant will have already received details of their Online User ID and Activation Key.

6 If you are a new user to Bath Online, the first applicant will receive a notification letter confirming that the account has been opened. The letter will include an Online User ID and Activation Key. The second applicant will then need to register. Login to Bath Online click Login from the right hand menu. Under the Register today heading click on Click here to Register and follow the onscreen instructions. This is a four page process. On reaching page 3 you are required to enter the account number you wish to register in the Account number field. If you wish to register more than one account select Add More and repeat the process. Select Continue once you have entered all the account numbers you wish to register. Once the request has been actioned, the second applicant will receive a notification letter containing their individual Online User ID and Activation Key. How do I change my address? If you change your address, login to Bath Online, and select Change address from the right hand menu option. It is important that you do this so that we can send you alerts when you have a new secure message. How do I change my security details? It is important for your protection that you never tell anyone your Security Details. If you need to change these details you can do so online. Simply login to Bath Online with your existing security details and then select Change security details from the right hand menu. Here you will be required to enter your current Password and details from your Memorable Information. Your password is case sensitive, so please remember whether you have used Caps Lock on your keyboard. You will then have the option to reset your Password and/or Memorable Information. How to keep your security details safe? If you write down your password or piece of memorable information in case you forget them, please ensure that it is in a way that is not readily identifiable by somebody else. If you need to write them both down, keep them in separate places. Both your password and memorable information are required to be between 8 and 15 characters long. Please be aware that your password and memorable information are case sensitive (see what are the common Problems with security details for more information). Fraudsters who use fake s requesting details of passwords and other security information have targeted some customers of banks and building societies. These s appear to have come from the bank or building society. At Bath Building Society, security is one of our key priorities. Bath Building Society will never ask you to divulge your password or memorable information by or through any other form. (You may however be asked to confirm your Online User ID if you contact us to ensure we have accessed the correct information). If you receive any requests of this nature DO NOT RESPOND TO THEM. Instead, contact us immediately. To prevent identity theft, the Society has decided not to include links to our website in any marketing s we send. If you receive an that appears to contain links to our website, DO NOT CLICK ON THEM. Instead contact us immediately.

7 How to contact us securely? If you need to get in touch with us please login to Bath Online and send us a secure message. Select Send a secure message from the right hand menu. Complete the on screen fields, then click Send message. When we send you a secure message you will be notified that you have a message waiting to be read by an that is sent from To read a new secure message, login to Bath Online and select the red envelope that appears on your Bath Online homepage, (Account Summary screen). You will be taken to the Secure Message screen Click on the subject title of the new message, then click on the latest new message for that subject, you will now be able to read your secure message. How do I logout securely? Once you have logged on, do not leave your computer unattended, as this might permit someone else to access your account. For your security Bath Online will automatically log you out if you do not use the system for several minutes. Ensure you always logout properly when you have finished accessing your accounts by selecting Logout from the right hand menu. You will then be asked to confirm you wish to logout. What are the common problems with security details? Most logging-in problems can be easily corrected, as they are often a case of entering incorrect information. Common problems often include the use of the Caps Lock and Num Lock. Your password and memorable information are both case sensitive. Bath Online will only recognise them in the format that was registered. Please ensure that the Caps Lock and Num Lock are turned on and off appropriately when you are entering your security details. Please also make sure you are entering your 6-digit User ID number correctly, and not any other information such as the Activation Key or an account number etc. If you are still having problems accessing Bath Online, please check that you are entering the correct number of characters for your password and memorable information. You can do this by counting the number of bullet points you have entered into the relevant field, before you click the Login button. If you have registered your password or memorable information as two separate words with a space between them rather than as one complete word, this space will also have been registered as a character. You will therefore need to include a space when entering your password by using the space bar on your keyboard. For you memorable information, the space character can be found in the drop down list below the letter 'z' and before the number '0'. If you have entered your security information incorrectly too many times, we will suspend your access to the system. The Society will send you a new Activation Key through the post. What if I forget my security information? If you forget your password or memorable information, or you are having difficulty logging in, please reset your password and memorable information by registering for Forgotten

8 security details. Simply select the Bath Online tab on the homepage and select 'Forgotten your security details' from the right hand menu. You will need to enter your Online User ID, and an account number you already have registered with Bath Online. Please note that the Society does not have access to your security information. We are therefore unable to see what you have registered for your password and memorable information if you are having problems logging in. If I need more information what do I do? Please call us on or us at

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