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1 Do you have a question about MyAccounts? Just click on the relevant question from the list below for further information. To download the documents on this page, you must have Adobe Acrobat Reader installed on your PC. This information can be made available in Large Print Introduction Getting Started Viewing my account(s) Paying money in Making Withdrawals Pending Requests Making changes Staying Safe online Troubleshooting What is MyAccounts? What can I view on my savings Account? What can I view on my Mortgage Account? Who can I register for MyAccounts? How do I register for MyAccounts? Password and Memorable Word User ID How do I log in to MyAccounts? How do I view my account(s)? How do I review my account details? How do I view my transactions? How do I download my transactions? How do I my savings interest statements &request a S975? How do I view my mortgage interest statements? How can I pay money in? Withdrawal and Transfer Terms & Conditions How do I transfer money to my nominated bank account? How do I make a transaction request? Closing an account How do I view my pending transaction or S975 requests? How do I cancel a pending transaction or S975? How do I change my address? How do I change my security details? Keeping your security details safe Contacting us securely Logging off securely Common problems with security details What if I forget my security information? What is an Activation Key? If I need more information what do I do?

2 What is MyAccounts? MyAccounts is the online Interactive System from Teachers Building Society that provides you with 24 hour access to your existing Savings and Mortgage accounts. Features include: a view of your mortgage and savings balances, current interest rates and transaction history, the ability to make transfers between Society savings online or to your nominated bank account and send and receive secure messages. What can I view on my Savings Account? You can: View account details and the current interest rate. View the cleared balance. View when interest is next payable and how it will be paid. View interest statements for the previous tax year. View transactions since What can I view on my Mortgage Account? You can: View account details and current interest rates. View outstanding balances. View payments since View how payments are split if the mortgage has sub accounts. View interest statements Who can register for MyAccounts? Anyone aged 16 years and over can register to use MyAccounts. Where an account is held jointly, both parties must register independently to use the service. The withdrawal service is available on joint personal accounts only where the parties have previously agreed that either party may make withdrawals from the account. It is not available to clubs, associations, corporate accounts, or any account with Power Of Attorney registered. How do I register for MyAccounts? Registering for MyAccounts couldn't be easier! Go to and select the MyAccounts tab on the homepage. Select 'Register' from the left hand menu and confirm that you have read the Online Terms & Conditions before continuing to complete the MyAccounts Registration. As part of this process you will need to select a Password and Memorable Word, which form your security details. It is important that you remember these security details, as you will need them every time you log in. Password and Memorable Word You will register a Password and a Memorable Word as part of your MyAccounts Registration. Together, these two items make up your Security Information and you will need both of these every time you wish to log in. Please do not tell anyone this information.

3 User ID Once you have registered for MyAccounts, we will immediately you a six digit User ID Number to the address you supplied in your registration. You will need this every time you log in. This is not secret information and can be written down. If you lose this ID number, please contact us on How do I log in to MyAccounts? Logging in to MyAccounts is a very simple procedure. Go to and select the MyAccounts tab on the homepage. Select Login from the left hand menu. You will be asked to enter your user ID and your Password. Select Login to proceed to the next page, where you will be asked to provide characters from your Memorable Word. Please use the drop-down menus to select this information, and select the Login button. If however, you are taken back to the Log in page, there in an error in the information you have entered, so please try again. If you are still having difficulty, please refer to Common problems with security details or What if I forget my security information? You may have an option within your internet browser software allowing you to save the Password you use to access MyAccounts. We recommend that you do not use this option. How do I view my account(s)? Personal Savings & Mortgage Accounts You can ask to have access to as many personal savings and mortgage accounts as you hold with the Society. Select Add accounts from the left hand menu and enter your account number. Repeat this until you have recorded all the accounts you wish to add. You will not have immediate access to these account(s), as first we have to verify your account details. Once we have done this, we will send you a letter of confirmation which, if this is your first account on MyAccounts, will also contain an Activation Key. We will also send, for savings accounts, an Application to conduct online transactions form which you should sign and return if you wish to use this service. Where you have requested access to a joint account, you will only be able to transact on this account if it is set up so that either of you may sign for withdrawals. You cannot transact online on joint accounts which require multiple signatures; however you can still use MyAccounts to view a joint account. How do I view my account details? When your accounts have been added to MyAccounts the details of the account can be viewed by just clicking on the account number. If it is a mortgage account you may need to click on the required sub account to see the account details. How do I view my transactions? To view your transactions on one of your accounts, please click on the account number as explained in the previous section, then click on 'View Transactions'. MyAccounts automatically displays all transactions made on an account during the last 3 months. If you wish to expand on this range, you can use the date selector provided.

4 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', select your date range and click on Continue. Next click on 'Download' and a.csv file will be created which can be used to import your transactions into an Excel spreadsheet. How do I view my savings interest statements & request a S975? Once you have selected a savings account to view, select 'View Interest', this will display interest details for the previous tax year. If required, you can request a Section 975 Certificate of Deduction of Income Tax for the last tax year. How do I view my mortgage interest statements? Once you have selected a mortgage account to view, select the required sub-account and select 'Fiscal Statement'. This will display interest for the previous tax year and estimated interest for the current tax year. How can I pay money in? There are various methods of paying money into your account depending on the type of account you hold. Please refer to the terms and conditions relating to your account for more details. Bank/Building Society Transfer You can transfer money from a bank or another building society into your Society account using the following numbers: Sort Code: Account Number: Reference Number: Your 10 digit Teachers Building Society account number. Your reference number includes letters and figures. Post a cheque to our Head Office address. Cheques must be made payable to Teachers Building Society a/c (your name or the account holder/s) Transfer money between your accounts with the Society online (Please refer to How do I make a transaction request section. Withdrawal and Transfer Terms & Conditions Please refer to the terms and conditions relating to your specific account together with the MyAccounts Online Terms & Conditions at for terms &conditions relating to withdrawal and transfer requests. How do I transfer money to my nominated bank account?

5 Personal Savings Accounts Once you have added a savings account to MyAccounts, you also have the option to register a bank account that you hold with another provider to which you may wish to make funds transfers. Adding a bank account is a simple two stage process, either click on 'External Bank Accounts' at this point, or come back later and select it from the left hand menu option. Step 1: Enter and submit details of your personal current account. For money laundering purposes you are obliged to prove that the account is held in your name. We will therefore require either a recent statement or a cheque for a nominal amount drawn from the account. The documents should then be posted to our Head Office address. Please note these documents will not be required if the Society already holds details of your nominated bank account. Step 2: Once we have received the Application to conduct online transactions (this form would have been sent to you by post when you registered an account) form and proof of ownership document we will validate the external bank account. Customers should allow three working days for this process to be completed after the required proof of ownership document and online conduct form have been received by the society. Your bank account details can be viewed by selecting External Bank Account from the left hand menu. Whilst we are processing your request your external bank account will be displayed with a status Pending review. This will change to Approved once the external bank account has been validated. When your external bank account has been approved, you will be able to make outgoing electronic transfers from your savings account(s) registered in MyAccounts. MyAccounts does not permit you to set up incoming transfers. Instead you need to arrange a transfer with your other provider, please refer to How can I pay money in? How do I make a transaction request? Personal Savings Accounts You can transfer money between your registered Society savings accounts, to a nominated bank account or from your Society savings account to your Society mortgage account. You must ensure that these accounts are already set up on MyAccounts. You can only transfer to your own accounts using MyAccounts, you cannot transfer to another customer's account. To request a transaction simply log in to MyAccounts and select 'Your Requests' from the left hand menu and begin the simple 3 step procedure. Please note that the system will not allow you to continue if: If you have not returned the Application to conduct online transactions form. Your account requires multiple signatures for withdrawals. Step 1: Firstly select from the dropdown box the account you would like to make the transaction from and then the type of transaction you wish to make. Select Continue. Step 2: Select the account you would like to transfer to (if you are transferring to an external bank account you may want to insert a reference in the box provided) and the amount you would like to transfer. It is at this stage that you are asked if you would like to give notice if it is an option on your account. Select 'Continue'.

6 Step 3: All the details you have entered in Step 1 and Step 2 are displayed for you to check. Finally, complete your request by entering the specified security information and select 'Confirm'. Once the request has been completed all your pending requests will be displayed for you to review. If you have made a mistake or you change your mind before a request is processed, you can cancel the request see How do I cancel a pending transaction or S975 request? Please note that requests you make via the MyAccounts system, such as withdrawal transactions, will not show immediately on your account; your account details and transactions are updated overnight. We may in some cases require some further information from you in order to carry out these requests. 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. Closing an account You are unable to close your account using the MyAccounts online facility. All Postal accounts can be closed by completing a Withdrawal/Transfer Form and returning it to the Society s Head Office. Telephone operated accounts can be closed by calling the Savings Team on Please refer to the terms and conditions of your specific account for more information. How do I view my pending transaction or S975 requests? Until we process your transaction or S975 requests you can view them by selecting 'View pending requests' available from the left hand menu option 'Request a transaction'. 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 'View pending requests' from the left hand menu option 'Request a transaction'. 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 'Cancel Selected' button. The pending request(s) will then be cancelled. How do I change my address? If you change your address, log in to MyAccounts, and select Your Address' from the left hand menu option Your Options. 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 the details, this can be done online. Simply log in to MyAccounts with your existing Security Details and then select Security Details' from the left hand menu. Here you will be required to enter your current security details. Your password is case sensitive, so please remember whether you have used Caps Lock on your keyboard.

7 Keeping your security details safe At Teachers Building Society security is one of our key priorities. Some customers of banks and building societies have been targeted by fraudsters who use fake s requesting details of passwords and other security information. These s appear to have come from the bank or building society. Teachers Building Society will never ask you to divulge your Password or Memorable Word by or through any other form. If you receive any requests of this nature DO NOT RESPOND TO THEM. Instead, contact us immediately. Contacting us securely If you need to get in touch with us why not send a secure message? To send a secure message log in to MyAccounts and select 'Messages' from the left hand menu. Click on the 'New message' option, you may want to put a subject and account number and enter your text, 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 your secure message, log in to MyAccounts and select the red envelope that appears on your MyAccounts homepage, or select 'Messages' from the left hand menu. Click on the subject title of the new message, and then click on the latest new message for that subject - you will now be able to read your secure message. Logging off 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 MyAccounts will automatically log you out if you do not use the system for several minutes. Always log off properly either by selecting 'Logout' from the left hand menu. You will then be asked to confirm you wish to log out. Common problems with security details You can put right most logging-in problems yourself, as they are often a case of mis-entering information. Common problems often include the use of the Caps Lock. Your password is case sensitive, and MyAccounts will only recognise it in the format it was registered. Please ensure that the Caps Lock is turned on and off appropriately when you are entering your security details. The same applies to the Number Lock. Please ensure this is turned on if you use numbers in your security details. Please also make sure you are entering your 6 digit User ID number correctly, and not an account number. If you are having problems accessing MyAccounts, then please also check that you are entering the correct number of characters for your Password. You can do this by counting the number of bullet points you have entered into the password field, before you click the 'Login' button. If you have registered your Password as two separate words with a space between them rather than as one complete word, then 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. Errors with Memorable Word can include not correctly selecting the specified characters asked for, or registering your Memorable Word as two separate words. If you have used a space between these, then this space will also have been registered as a character, and will need to be considered when selecting from the drop downs. The space character can be found on the memorable word drop down list below the letter 'z' and before the number '0'.

8 If you get your security information wrong too many times, we may suspend your access to the system. You will then be required to register for Lost or Forgotten Security Details - please refer to the next section below. What if I forget my security information? If you forget your Password or Memorable Word, or you are having difficulty logging in, please reset your Password and Memorable Word by registering for Lost Security Details. Simply select the MyAccounts tab on the homepage and select 'Reset your security details' from the left hand menu. You will need to enter your User ID, and an account number if you already have accounts registered in MyAccounts. If you have yet to register any accounts, please leave this field blank. You can then enter a new Password and new Memorable Word. We will then send you a new Activation Key through the post to re-activate your access. Please do not attempt to log back into MyAccounts until you receive your Activation Key. 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 Word if you are having problems logging in. What is an Activation Key? When you view your mortgage or savings account online for the first time, you will have been sent an Activation Key to activate access to your account(s). An Activation Key is a security code. Once you have received the Activation Key log in to MyAccounts by entering your User ID, Password and Memorable Word. Once these details have been entered in correctly, enter the Activation Key by clicking the prompt from the left hand menu and enter it 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. If I need more information what do I do? Please call us on or us at

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