FAQs

> Applying for Investec Online Banking

> Logging on to Investec Online Banking

> General Investec Online Banking FAQs

> Security

> Payments

Applying for Investec Online Banking

How do I apply for Investec Online Banking if I am a new client?
Please complete the relevant section in the account opening application form.

How do I apply for Investec Online Banking if I am an existing account holder?
If you are an individual or a joint account holder, please complete the Secure Enrolment form.

For all other existing account holders, please contact us and we will send an invitation to apply pack.

Why do I have to give my personal information when I apply?
In order to make sure that you are the account holder, we will check the personal information you supply to us against the details we already hold for you.

Logging on to Investec Online Banking

Where do I log on to Investec Online Banking?
Log on to Investec Online Banking at https://olb.secure.uk.investec.com/.

How do I activate my Investec Online Banking access?
Once you have received your user ID and password, please contact us in order to activate your Investec Online Banking access.

What happens when I log on to Investec Online Banking for the first time?
Please enter the user ID and password provided by us. You will then be asked to create a confirmation phrase and a secret of your choice, and to then change your password. It’s really simple and you will be prompted on-screen.

What happens when I subsequently log on to Investec Online Banking?

1. enter your user ID and password;
2. confirm that your chosen confirmation phrase is displayed; and
3. enter random characters from your secret.

What is the difference between my password, secret and confirmation phrase?

1. Your password is your first level of authentication and you will be required to enter the full password each time you log on.
2. Your confirmation phrase is a memorable phrase that you chose when logging in for the first time. This validates that you are on the official Investec Online Banking website. Each time you log on to Investec Online Banking your chosen confirmation phrase is displayed.
3. Your secret is a word or phrase and is an added level of authentication. You will be required to enter random characters from your secret each time you log on.

How do I change my user ID, password, secret or confirmation phrase?
From the left hand menu in Investec Online Banking, select the Your settings option and follow the steps on the screen.

Can a user ID, password, secret or confirmation phrase expire?
A user ID, password, secret and confirmation phrase will not expire.

You will be required to change your password when you log on to Investec Online Banking for the first time.

It is recommended that you change your password regularly. You must also change your password if requested by us, but we will never ask you to disclose your password.

What if I forget my user ID, password, or secret?
Please contact us. We will confirm your user ID, reset or send you a new password and reset your secret.

What do I do if I am locked out of Investec Online Banking?
Please contact us.

Why do I have to give my personal information when I apply?
In order to make sure that you are the account holder, we will check the personal information you supply to us against the details we already hold for you.

What do I do if I have problems during the application or log on process?
Use the help text on each page, or you can contact us.

What should I do when I have finished using Investec Online Banking?
Yuo need to log off from Investec Online Banking by clicking the Log off link in the left-hand menu.

General Investec Online Banking FAQs

What is Investec Online Banking?
Investec Online Banking is a service that allows you to access your account information and give us instructions online.

The services available within Investec Online Banking include:

1. Receive secure messages from us
2. Display accounts, balances and transaction history
3. Make one-off payments and/or regular payments
4. Manage your additional users

Is there a cost for using Investec Online Banking?
There is no cost to use Investec Online Banking.

What access will I have in Investec Online Banking?
Depending on your level of access, you may be able to:

1. View accounts held in your name provided Investec Online Banking can be used in connection with those accounts
2. Give us instructions with respect to your transactional accounts
    

Can I set different payment authorisation levels using Investec Online Banking?
You can either set a dual authorisation or tiered authorisation requirement for payments

Dual authorisation

• Requires one person to set up a payment and another to authorise it.

Tiered authorisation

• Requires one person to set up a payment and another to authorise it.
• Tiers can be created setting minimum and maximum authorisation limits for payments.
• All payments will need to be authorised by a person who has an authorisation role and within their tier limits.

Can businesses set up their own online users?
Provided the business has appointed a Super User, the Super User can appoint, remove, change or withdraw any online user’s permissions at any time using Investec Online Banking.

What should I do if Investec Online Banking is not available or if I have a question?
Use the help text on each page, or you can contact us.

Can I update my personal contact details online?
Yes, however these details are only changed for Investec Online Banking purposes. To change the Bank's records, please advise us in writing.

Can I view past statements using Investec Online Banking?
Not currently, but you can view your transaction history. You can export these details into a format suitable for any spreadsheet application or editor, either as a Comma Separated Value (CSV) file or an Open Financial Exchange (OFX) file.

Can I export my transactions to packages such as Microsoft Money?
Yes, within the transaction pages you are able to export transaction history either as a Comma Separated Value (CSV) file or an Open Financial Exchange (OFX) file.

Can I access Investec Online Banking on my mobile phone?
Not currently.

What are the minimum requirements for running Investec Online Banking?

• A PC with internet access and either Windows Vista, Windows XP or Windows 2000 as the operating system
• A colour display, optimal pixel resolution 1024 x 768 pixels
• Microsoft Internet Explorer version 6.0, 7.0 and above or Mozilla Firefox version 3.0 and above
• Within browser options you must have cookies, Javascript and pop-ups enabled. Refer to the help function on your browser to find out how to enable these.

Security

> See also our pages on online security

How can I be sure my information is safe using Investec Online Banking?
We continuously invest significant resources in maintaining the security of Investec Online Banking, and place our infrastructure and security measures – such as firewalls and encryption technology – under constant review to ensure that they are up to date and meet our stringent security requirements.

What should I do if I think someone has accessed my account or details using Investec Online Banking?
If you think that a fraudster has your Investec Online Banking details, or that someone other than you has accessed your account using Investec Online Banking, please contact us immediately.

Payments

What should I do if I have a problem with an online banking transaction?
Use the help text on each page, or you can contact us.

How do I pay someone or pay my bills using Investec Online Banking?
Set up the person or organisation as a payee, which would include specifying their account name, sort code and account number. Once they are a payee you will be able to set up a single payment or standing order.

What information do I need to make a single payment?
The payee’s name, sort code and account number.

The system is not accepting the sort code I am inputting, what do I do?
Please check with the person you are paying that they have provided you with a valid sort code. If this is the case and the problem persists, please contact us.

What electronic payments am I able to make online?
You are able to make sterling Bacs transfers or set up standing orders.

Can I make withdrawals from my notice accounts online?
Not currently. Please send us instructions in the normal way.

How do I set up direct debits and standing orders?
Direct debits are set up by the originator and these details are passed to us. You will then be able to view your direct debits online.

You are able to set up and cancel standing orders online. To set up a standing order online, please create it at least one working day before the first payment date.

What details do I need to provide to set up a standing order?
The account holder’s name, sort code, account number, the initial amount and regular amount of the standing order, the frequency of the standing order, and an end date if applicable.

How do I add a new payee to my salary payments online?
Please add the payee to a specific group payment for salaries.

How much notice do I need to give to cancel standing orders and future-dated payments?
A standing order and future payment needs to be cancelled on or before the working day before it is due. You will not be able to cancel on the day of the payment.

I have made a payment using Investec Online Banking but it has gone to the wrong account. What should I do?
Please contact us and we will assist you with your query.

Am I able to cancel a payment instruction online?
Yes, a payment can be cancelled while the payment status is either awaiting authorisation, queued or awaiting payment date. If you decide to cancel the payment, click on the cancel payment button.

What are the cut-off times in Investec Online Banking?
In order for a payment to be processed on a particular working day, it must be received by 4.30pm. Otherwise it will be processed on the next working day.

Can I delete payees in Investec Online Banking?
Yes, by selecting the delete payee function on that payee’s details page.

Will online transactions appear on my paper statements?
Yes, they will.

Where do I get a payment reference number when paying online?
The payment reference is displayed on-screen once you have actioned a payment.

What do I do if I cannot find information in Investec Online Banking?
Use the help text on each page, or you can contact us.