support booklet Step by Step Your guide to more ways to bank with us

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1 support booklet Step by Step Your guide to more ways to bank with us

2 IntroductioN There are now more and more ways for you to bank and we want to help you find the way that is most convenient for you. That s why we ve produced this Guide. It s a useful step by step guide for customers who want to know how to pay bills, check account balances and withdraw or transfer money in this new age of technology. This Guide will help you get an overview of the alternatives to using the cashier at a bank branch. It explains the ways in which you can carry out various day to day financial transactions including banking by phone, on the internet or at the Post Office. The Guide will also be a big help for those who may find the idea of using the internet for banking daunting at first. Of course, after you ve read through the Guide, you may still have some questions that you d like further information on. If that s the case, or you d just like to chat through the options that are best for you, you can us or call and one of our advisors will answer your queries. (Details on ways to contact us are set out at the back of this booklet.) We hope you will feel more able to choose from the range of banking options available in a way that suits you best.

3 CONTENTS. Withdraw Cash EXPRESS DEPOSIT. Lodge Sterling Cash or Cheques. Making Payments & Transfers. Check Your Account Balance & Transactions. Security. Ways to Contact Us

4 Withdraw cash Cash withdrawal using a cash machine Insert your card in the cash machine TIP Using your debit card for your daily payments is the most convenient option You can withdraw cash using your debit card at a wide selection of Danske Bank cash machines Most of our cash machines are available hours a day every day You can also withdraw cash at other bank cash machines where the Link symbol is displayed* Enter your PIN ( for safety stand close to the ATM, remember to shield the keypad with your free hand while entering your PIN with the other. Never disclose your PIN to anyone) Select the Cash Withdrawal option Select the amount you require or select Other Amount and enter an amount in multiples of 0s Select Receipt Request if a receipt is required You can also withdraw cash in some retail shops (when using your debit card to pay for purchases) Take your card followed by your cash and receipt if requested * If a charge will apply you will be advised at the start of the transaction and given the option to cancel the transaction. 7

5 Lodge Sterling Cash or Cheques 8 Post Office You can withdraw cash from your Danske Bank Account at any Post Office in the United Kingdom To withdraw cash at the Post Office you will need a Danske Bank debit card and PIN for your account. When making a cash withdrawal, you will be asked to insert your card in the countertop card terminal. The withdrawal value you request will be input by the Post Office cashier and will appear on the screen of the terminal. If the value is correct, you can authorise the withdrawal by entering your PIN, if not, you should refer to the cashier for re-entry. The transaction cannot continue until you confirm the value by entering your PIN. When complete, the cashier will pass your money to you. You can withdraw up to 00 in a single transaction subject to availability of funds in your account and any applicable limits on your card or account. Unlike at a cash machine, you may withdraw uneven cash values, for example 0.. For any value you should confirm the amount entered by the Post Office cashier, visible on the card terminal screen and enter your PIN to authorise the withdrawal. When you withdraw cash at a Post Office branch your available balance will be adjusted immediately. The entry date and value date on your statement will be the next business day. Post Office Cash Lodgement To lodge cash at any Post Office in the United Kingdom, you will need a Danske Bank debit card. You can lodge a maximum cash value of 0,000 in one transaction although lower single deposit levels may be in place at some offices. A maximum of 0 in coin can be lodged in any one transaction. When you lodge cash at a Post Office branch your available balance will be adjusted immediately and you can withdraw against the funds lodged immediately. The entry date on your statement will be the next business day. The value date on your statement will be the date that you lodged the funds at the Post Office branch. If you require a debit card, please contact any Danske Bank Branch. Cheque Lodgement You can make a cheque lodgement at most Post Office branches in Northern Ireland by using a pre-printed Danske Bank lodgement slip and a pre-printed Danske Bank deposit envelope. Free stocks of the deposit envelope are held in Danske Bank and Post Office branches in Northern Ireland and instructions for use are printed on the rear of the envelopes. A small supply of pre-printed lodgement slips are available at the back of your Danske Bank cheque book or from your pre-printed lodgement book. If you require a pre-printed lodgement book, please contact your local Danske Bank Branch. Cheque lodgements will be credited to your account next Business Day after your transaction at the Post Office. Please note that this is subject to your deposit having been made before the last post collection applicable in the Post Office used. Check with your Post Office for times. The normal cheque clearing cycle then begins. 9

6 Post Office You can also make a cheque lodgement for payment to your Danske Bank credit card through the Post Office. Simply bring the pre-printed slip at the base of your credit card statement along with your cheque payment to the Post Office and place both items in a pre-printed Danske Bank deposit envelope. On your credit card statement you will find details of the latest date for payment at a Danske Bank branch. If you are using the Post Office, make sure you make the payment to your credit card the day before the branch payment date indicated on your statement, to allow for it to be forwarded to Danske Bank for next day processing. The ways to pay section on your Danske Bank credit card statement refers to dates which apply when you use a non Danske Bank cheque to make your credit card payment. For example you should pay business days in advance of the due date if you are paying using a non Danske Bank cheque by post. By using the Post Office Danske Bank customers should be advised to extend that period by a further - days to allow time for the lodgement to reach Danske Bank. Express deposit at a Danske Bank branch An Express deposit box is a day safe which is secured to a wall or counter in the customer area of every Danske Bank branch. The Express deposit box offers customers a convenient alternative to waiting in a queue for cashier service. Free Express deposit envelopes are provided for use by customers. Express deposit box. Complete and enclose a lodgement slip detailing the amount to be lodged in the Express deposit envelope.. Place the correct amount of cash (Max.,000)/ cheques in the envelope.. Complete the contact details as requested on the reverse of the envelope.. Keep the tear off slip as a record of your payment.. Seal the envelope and place it in the Express deposit box. 0

7 Making Payments and Transfers Express deposit Using Direct Debits and Standing Orders Using the Express deposit box to make a payment or transfer. Complete and enclose a lodgement slip or Bank Giro Credit detailing the amount to be lodged or sent to the payee in the Express deposit envelope.. Place the correct amount of cash (Max.,000)/cheques in the envelope. If you are using a Bank Giro Credit to make a payment to a non Danske Bank account we can only accept cash or cheques drawn on a Danske Bank account.. If you are using a Bank Giro Credit to make a payment to a non Danske Bank account you must enclose the correct fee, otherwise we cannot process your payment. You should refer to the Conditions of Use displayed in the Branch for details.. Complete the contact details as requested on the reverse of the envelope.. Keep the tear off slip as a record of your payment.. Seal the envelope and place it in the Express deposit box. With Direct Debit and Standing Orders you can make sure that your bills are paid on time. All you need to do is check that there is enough money in your account to pay the individual bill when it is due. Direct Debit makes it easy for you to pay regular expenses such as telephone and electricity bills. The person or company you are paying will give you a Direct Debit form to complete and once you have done this they will send it to us. We will make arrangements for the payment to be made on the due date. Standing Orders are regular payments involving, for instance, the same amount on the same day every month. These payments can be made Monday to Friday. We will transfer the specified amount from your account to the account of the person you are paying on the dates that you have requested.

8 Online at To set up a Standing Order, you can Go online using ebanking to set it up yourself Call your branch to give us instructions over the telephone Visit one of our branches to fill in a form What protection do I have when paying by Direct Debit? If you make a payment by Direct Debit then you will be protected by the Direct Debit Guarantee Scheme. This protects you if a Direct Debit which you have not authorised is taken from the account. For example, if too much is taken, it is taken too early, it is taken after you have cancelled the Direct Debit or if you have not been given enough notice of a change to a Direct Debit which can vary. If any money is wrongly taken from the account under a Direct Debit then, as soon as we are told about it, we will refund the account. Setting up a Standing Order You can set up a Standing Order to pay a fixed amount from your account to another account, or person, on a regular basis. Go to and log on to ebanking Click Pay & Transfer Click View and amend regular transfers Click New Standing Order Complete the Standing Order details and ensure you have the correct account numbers and reference details otherwise the payment may be rejected Click OK A new window will open where you can check the information. If the information is correct, enter the digit password you use for logging on to ebanking and click OK. Click here for Help

9 Using the Hour Telephone Banking service Telephone Banking is a self-service system where you can communicate with the Bank using a pushbutton telephone The following options are available from the main menu. To use the service, call If you are phoning from abroad, call Enter your customer number (this is a 0 digit number advised to you in the hour Telephone Banking Service agreement), followed by # (the hash key). Then enter your access code, followed by #. # (the hash key) The hash key is used like a full stop at the end of a sentence. You need to press the hash key to complete each request and send your instructions to the service.. Make an enquiry about balances and transactions. Get a summary of the balances on your accounts. Funds Transfer. Bill Payment. Change your access code. Request ebanking 8. Set up account codes 9. Disconnect from the service 0. Transfer to a helpdesk adviser The service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls to confirm details of our conversations, for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details. 7

10 087 0 Set up Account Codes You can set up one-digit account codes for the account numbers you use regularly, so you don t have to enter the entire account number each time. You have nine one-digit account codes to use. From the main menu, choose option 8 to listen to your account codes. Follow the advice to enter new account codes or to change existing account codes. Use Hour Telephone Banking to Pay Bills This service is only available if you have signed and returned a customer agreement. Call If you are calling from abroad, call Enter your customer number, followed by # Enter your access code, followed by # From the main menu, select option To pay a bill, select option from the sub menu Enter the bill payee code, followed by # Enter the amount in pounds, followed by #. Enter the amount in pence, followed by # Enter the date the payment is to be made followed by #. For today s date enter # Confirm the payment by pressing #. If you wish to amend the payment press. If you wish to cancel the payment and return to the main menu press 9 Enter the account number or digit account code from which you want to pay a bill, followed by # You can cancel a future payment by choosing option from the Bill Payment menu and speaking to an adviser. You can cancel a future payment at any time up to midnight on the day before the payment is due to be taken from your account. 8 This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls to confirm details of our conversations, for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details. 9

11 Use Hour Telephone Banking to Transfer Funds This service is only available if you have signed and returned a customer agreement. You can transfer funds between your own accounts within Danske Bank and Danske Bank accounts for which you hold a mandate (authorisation). Call If you are calling from abroad, call Enter your customer number, followed by # Enter your access code, followed by # From the main menu, select option Enter the account number or digit account code from which you want to transfer funds, followed by # 7 8 Enter the account number or digit account code to which you want to transfer funds, followed by # Enter the amount in pounds, followed by #. Enter the amount in pence, followed by # Confirm the transfer by pressing #. If you wish to amend the transfer press. If you wish to cancel the transfer and return to the main menu press 9 Adding or amending the account details of the person you are paying (the bill payee ) If you want to transfer money to another person s account (whether they have a Danske Bank account or an account with another bank), you must register the other person s account details beforehand. To set up the payment, choose option from the Bill Payment menu to speak to an adviser and set up or change the other person s account details. You will need to provide the following information for the other person s account; Sort code Account number Reference (letters, numbers or a mixture of both) Bill payee You should always take care to provide the correct sort code and account number for the other person s account. If you provide incorrect information then the payment could go into the wrong person s account. 0 This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls to confirm details of our conversations, for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details.

12 Making Payments & Transfers Online at Go to and log on to ebanking 8 Enter the name of the payee 9 Enter the amount Click Pay & transfer Click Transfer funds Choose the account you wish to debit money from Enter the text you want to appear on your account statement 7 Or enter the account details (this consists of a sort code (six digits) and account number (eight digits) of the payee you wish to make a payment or transfer money to The Payment reference field must be completed correctly when transferring funds. Click on More information for further details Choose the payment date Click OK A new window will open where you can check the information. If the information is correct, enter the digit password you use for logging on to ebanking and click OK. If you wish to send money to a payee whose details you have saved previously you can select the payee from the dropdown list

13 Mobile Banking - using the Danske Mobile Bank App Log onto the Danske Mobile Bank App using your ebanking log-on details 8 Or enter the sort code and account number to which the money should be transferred /payment should be made Tap Transfer from the wheel Choose your account (tap the arrow) from which to transfer the amount /to be used for the payment 9 0 Type the payment reference if you have been given this by the payee or type the text to appear on the payee s account statement Type the name of the payee 7 Enter the amount to transfer /or the payment If you need to adjust the transfer/payment date, select the date field and choose a new date Type the text which will appear on your statement You may have a list of payees already set-up, if so you can select your payee from the list, includes your own Danske Bank accounts (tap the arrow) You can choose to save a new payee Tap OK You will be taken to a summary screen, check all the details are correct. If you are transferring between your own accounts with us you will only need to tap Approve and the money will be transferred. For all other types of transfers/payments you will enter a digit code from your security card then tap Approve Tap OK to confirm the transfer has been completed

14 Tablet Banking - using the Danske Tablet Bank App Log onto the Danske Tablet Bank app using your ebanking log-on details Tap and drag (downwards) the arrow to access the launchpad Tap Pay & Transfer On the left choose your account from which to transfer the amount/the payment should be made, tap the account and drag it across and place on top of: i. One of your Saved Payees panel ( Account and Payee fields will pre-populate) ii. The transfer panel 7

15 Tablet Banking - using the Danske Tablet Bank App (Where the Transfer panel has been used) On the next screen you will need to tap Choose receiver account from the arrow: or enter 0 Enter the payment reference if you have been given this by the payee or type the text to appear on the payee s account statement 7 8 Account - enter the sort code and account number to which the money should be transferred /payment should be made Payee - Type name of the Payee Type the text which will appear on your statement Enter the amount you wish to transfer/or the payment (Tap OK ) You can save Payee Select OK You will be taken to a summary screen, check that the details are correct. If you are transferring between your own Danske Bank (UK) accounts you will only need to tap Approve and the money will be transferred, for all other types of transfers/payments you will enter a digit code from your security card, then select Approve NOTE You can also access Pay & transfer from within your account overview by selecting icon. 8 9 TIP If you need to adjust the transfer /payment date, tap the date field and choose a new date (Tap OK ) Tap icon after entering text. Tap OK to confirm the transfer/payment has been completed If you do this you will follow steps. 9

16 Paym - Make a payment Send money to your pals using just a mobile number. Enter Payment Details First, in the From dropdown list, select the account you would like to debit money from. Then enter the amount. The maximum daily amount you can debit from your account, with one or multiple payments, cannot exceed the Daily Limit shown on the screen. 0 Enter Payment Details Select Paym from the Mobile App. You will be taken into the Paym screens which will allow you to make and confirm payments. The screen will show you the total amount of Paym payments you have used today. To select the person to whom you want to make a payment select To. To use Paym, first you need to download the Danske Mobile Bank App (if you haven t already done so) from App store or Google Play. Then you need to register your mobile phone. Paym is a registered trade mark, and is used under licence from The Payments Council Limited.

17 Paym - Make a payment Select Payee Confirm your payment There are ways you can select a payee s mobile number to make a payment to. Double check that the details you have entered are correct.. You can enter the mobile number OR. You can choose a mobile number from the latest payments you have made OR To confirm and send the payment swipe Transfer money.. You can search through your contacts list and select a payee. Payment Confirmation Identifying your payment Where it says Text, enter a reference to help you identify the payment this text will appear against the transaction on your statement. The Paym Service will confirm to you the payment details and that the payment has been sent. Select OK to exit and return to the Mobile App main menu. Select OK to continue

18 Check your account balance and transactions Balance Enquiry Insert your card in the cash machine. Using a cash machine TIP Using your debit card for your daily payments is the safest and most convenient option Enter your PIN ( for safety stand close to the ATM, remember to shield the keypad with your free hand while entering your PIN with the other. Never disclose your PIN to anyone) You can obtain a balance of your account by using your debit card at a wide selection of Danske Bank cash machines Most of our cash machines are available hours a day every day Select the Balance Enquiry option View your account balance towards the top of the screen You can also obtain a balance enquiry at other bank cash machines where the LINK symbol is displayed Select another service or press Cancel on the keypad to exit the transaction Please take your card

19 Mini Statement Transactions Using a cash machine Insert your card in the cash machine. TIP Using your debit card for your daily payments is the safest and most convenient option You can obtain up to the last 0 transactions on your account by using your debit card at a wide selection of Danske Bank cash machines Most of our cash machines are available hours a day every day Enter your PIN ( for safety stand close to the ATM, remember to shield the keypad with your free hand while entering your PIN with the other. Never disclose your PIN to anyone) Select the Mini Statement option A mini Statement will be printed displaying up to the last 0 transactions Please take your card 7

20 Post Office You can check the balance of your Danske Bank Account at any Post Office in the United Kingdom Using the Hour Telephone Banking Service...use Hour Telephone Banking to check your account balance...use Hour Telephone Banking to check a transaction To check your account balance at the Post Office you will need a Danske Bank debit card and PIN for your account. When you ask for a balance enquiry, you will be asked to insert your card in the countertop card reader and to enter your PIN when prompted by the Post Office cashier. A printed receipt detailing your account balance will be generated and passed to you by the cashier. If you require a debit card, please contact any Danske Bank Branch.. Call If you are calling from abroad, call Enter your customer number, followed by #. Enter your access code, followed by #. For an account balance enquiry, select option from the main menu. Enter the account number or digit account code, followed by #. For an account balance summary, select option from the main menu. Call If you are calling from abroad, call Enter your customer number, followed by #. Enter your access code, followed by #. To check a transaction, select option from the main menu. Enter the account number or digit account code, followed by #. For transactions on an account, select option. For transactions on an account during a selected period, select option. For transactions on another account, select option. To return to the main menu, select option 9 8 This service may be temporarily unavailable when we are carrying out routine maintenance. We may record or monitor calls to confirm details of our conversations, for your protection, to train our staff and to maintain the quality of our service. Call charges may vary. Please refer to your phone company for more details. 9

21 Online at ebanking provides you with a quick overview of your account transactions and your account balances. Go to and log on to ebanking. Here, you will be able to see all your account balances. Click on the relevant account to see the account transactions. SMS services Keep on top of your finances, anytime, anywhere, home or abroad with our SMS services. Two Free* Service options available: Danske Text Service - You can text us on demand and we will send you an instant SMS with your balance and last transactions Account Balance Service - You can set-up SMS alerts on your account, there are different options available and we will alert you by sending you an SMS if your balance goes above or below a level set by you (you can also receive alerts by ) See overleaf for more details or go to Securing your mobile phone and s: You must take reasonable steps to maintain the confidentiality of personal information on your mobile phone and in your address. Please refer to the Special terms and Conditions documents for these services which are available for download on 0 * We do not charge for this service but charges from your phone company may apply. We do not recommend that these services are used on landlines.

22 Get Free* Text Alerts with Account Balance Service To help keep you up to date with your account balance we can send you a SMS to let you know when your balance goes above or below a level you have set yourself. This will help you know when a payment (such as your salary) is in your account, or when you are getting near a debit balance or your overdraft limit on your account. Options available - and you can set up multiple alerts as illustrated on the right here You can also set up the Account Balance Service to receive these alerts by . Register for Account Balance Service To use the account balance service you will need to register with us, making sure we have your current mobile number and/or address. You can register in any of our branches or by calling us (see page 9 for telephone numbers and opening hours). * We do not charge for this service but charges from your service provider may apply. We do not recommend that this service is used on landlines. This service may be temporarily unavailable when we are carrying out routine maintenance. When the balance is less than [amount] When the balance is more than - [amount] My balance is - choose a day of the week or st of every month When there is a debit of more than [amount] When there is a credit of more than [amount]

23 Register for Danske Text Service To use the Danske Text service you will need to register with us, making sure we have your current mobile number. You can register for the service by texting Register to 00. Make sure the bank has your up to date mobile number. Alternatively you can register in any of our branches or by calling us (see page for telephone numbers and opening hours). TO RECEIVE Available balance on your main account plus last transactions processed on your account. Just Text to 00 + Balance TO RECEIVE Available balance on the account you have requested plus last transactions processed on your account. Just Text to 00 + Balance (leave space) then enter sortcode+ account number (no space) TO RECEIVE An overview of your accounts. Showing available balances of all of your accounts. Just Text to 00 Account TO RECEIVE List of menu options for the text service. Just Text to 00 Menu TO SELECT Your chosen account for receiving text information. Just Text to 00 Account (leave space) then enter sortcode+ account number (no space) TO BLOCK Danske Text Service and receive confirmation that the text service has been blocked. Just Text to Block Get Free* Instant Texts with Danske Text Service You can access real time information on your accounts through Danske Text Service at home or abroad on demand simply Text us to get the balance on your account *FREE in an instant. With one text, you can check your account balance and get the last five transactions on any of your accounts. Using the Danske Text Service is straightforward. Danske Text Service is also available to use when you are abroad. TIP Lost or Stolen mobile phone report line Call us if your mobile phone is lost or stolen and we will block the services from being accessed: (local) or (if you are abroad) * We do not charge for this service but charges from your phone company may apply. We do not recommend that this service is used on landlines. This service may be temporarily unavailable when we are carrying out routine maintenance.

24 Mobile Banking (App for ios/android) Get an account balance.. using Danske Mobile Bank app Tablet Banking Log onto the Danske Mobile Bank app using your ebanking logon details Tap Account from the wheel On the next screen you will see a list of your accounts and account balances Tap the relevant account to view transactions for the last months You can also view future dated payments Get an account balance.. using Danske Tablet Bank app Log onto the Danske Tablet Bank app using your ebanking log-on details Tap and drag (downwards) the arrow to access the launchpad Tap Accounts 7

25 Tablet Banking Customise your dashboard Add the Account overview widget to your homescreen This will provide a quick account balance overview of all your accounts. Tap the Account Overview from the menu bar and drag and place onto the dashboard On the next screen you will see a list of your 7 Move between months accounts and account balances Tap the relevant account to view transactions for the last months You can move between accounts 8 9 View future dated transactions Graphical and calendar view of your account movements Customise your dashboard to get a quick overview of your accounts - balances and transactions Add the latest transactions widget to your homescreen This will provide a quick overview of all the latest transactions on all of your accounts. Tap the Latest Transactions from the menu bar and drag and place onto the dashboard 8 9

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