Our Internet Banking service

Manage all your accounts in one place, in a safe and secure environment. It's free, easy to use and available 24 hours a day, 7 days a week.

Internet Banking

Key features

View your account balance, interest rate and fees.

Make quicker CHAPS and pound payments.

Manage your standing orders and Direct Debits.

View and download your account transactions.

Go paper-free and manage your statements.

Send and receive secure messages with the bank.

Registration and logging on

To register for Internet Banking you'll need a few things with you:

Customer ID – Your customer ID is on the second letter we sent to you.
Account Number – You can use any of your account numbers. They're on the first welcome letter we sent to you. Your account number is on your statements and cheque books.
Mobile phone – This will be used to verify your One Time Passcode (OTP).

Visit caterallen.co.uk

click 'Log on or Register'
enter 'Customer number' and 'Account number'
click to confirm you have read the T&Cs, then 'continue'
enter the One Time Passcode (OTP) and click 'continue'
create and enter a username and password
confirm the password, and then create a new Personal Access Code (PAC)
click 'continue'
if you need help or a reminder of your Customer ID, please call us.

visit caterallen.co.uk
click 'Log on or Register' in the top right
enter your Username or Customer ID, click 'continue'
enter your 6-digit Personal Access Code (PAC), Password then click 'Log On'
enter your 6-digit One Time Passcode (OTP), if it asks you to
we'll send your OTP to the mobile number registered to your account
click 'continue'.

Your customer ID is a 10-digit number. It's unique to you and your Cater Allen account. Use it as your log on to Internet Banking, but you can change it at any time.

You can find your Customer ID on your welcome letter. If you need a copy of your welcome letter, call us.

We recommend you use the latest version of these browsers:

Internet Explorer browsers v9 and higher
Mozilla Firefox v80 and higher
Google Chrome v8 and higher.

Our Internet Banking service work with iPads and Android tablets. The tablets should have iOS 10 or above (iPads), or Android version 6 or above. You can get into Internet Banking with older versions, but screens may not display correctly.

You can access our Internet Banking if you are using a MAC or PC.

Our Internet Banking doesn't work on devices with smaller screens. If you have a BlackBerry, it might be a problem.

We use a One Time Passcode (OTP) to authorise certain transactions. Your OTP is a secure key to your account. It stops anyone except you from making changes or payments to your account.

We send an OTP to the mobile phone registered to your account. Each OTP is unique to the transaction you're making. Enter the OTP when you make an online transaction.

Find out more in the OTP section of our Security centre.

Internet Banking terms and conditions (pdf)

Other services available

Features	Personal customers	Business customers
Register for Internet Banking	Internet Banking	Internet Banking
Forgot log on credentials (Pre-Log On)	Internet Banking	Internet Banking
Change log on credentials (Post Log On)	Internet Banking	Internet Banking

Features	Personal customers	Business customers
View last 30 days transactions	Internet Banking	Internet Banking
View transaction list	Internet Banking	Internet Banking
Download transaction list	Internet Banking	Internet Banking
View account details	Internet Banking	Internet Banking
Set statement preferences	Internet Banking	Internet Banking
Enquire cheque status	Internet Banking	Internet Banking
Send/receive Secure messages	Internet Banking	Internet Banking
Change address, email & mobile	Internet Banking	Call us
Cancel a cheque	Internet Banking	Internet Banking
Close your account – Sterling account	Internet Banking	Internet Banking
Close your account – Currency account	Call us	Call us
View and download bank statement	Internet Banking	Internet Banking
View and download Annual Interest Statements	Internet Banking	Internet Banking
Order a cheque book	Internet Banking	Internet Banking
Order a paying in book	Call us or send a secure message	Call us or send a secure message

Features	Personal customers	Business customers
Individual Faster Payment (Same day or future dated)	Internet Banking	Internet Banking
Individual CHAPS payment (Same day or future dated)	Internet Banking	Internet Banking
Foreign payment	Call us	Call us
Account transfer (Same day or future dated)	Internet Banking	Internet Banking
Bulk (multiple) payments (Same day or future dated)	Internet Banking	Internet Banking
Set up & manage Standing Orders	Internet Banking	Internet Banking
Set up & manage payees	Internet Banking	Internet Banking
Manage Direct Debits	Internet Banking	Internet Banking
View future dated payments	Internet Banking	Internet Banking
Cancel future dated payments	Call us	Call us
View payments history	Internet Banking	Internet Banking
Authorise transactions	Internet Banking	Internet Banking

Features	Personal customers	Business customers
View Term Deposit details	Internet Banking	Call us
Update Term Deposit maturity instructions	Internet Banking	Call us

Troubleshooting

We'll send One Time Passcodes (OTPs) to the mobile number registered on your account. This will happen when you're logging in, or making payments or changes to your account.

To update your mobile phone number, call us.

try entering your customer ID without the "00". For example, 12345678, not 0012345678
make sure you're using your personal customer ID. Do not use your business customer ID
if you're a new customer, find your customer ID on your welcome letter
if you've forgotten or lost your Customer ID or Username, please call us.

If you try to log in a few times, we may disable your login details.

If this happens, please call us.

This is how to set up your username, password and Personal Access Code (PAC).

Your username must:

be between 5-26 characters in length
contain a minimum of 5 alphabetic characters
not include spaces or any special characters
not include a sequence of 5 or more characters e.g. User12345.

Your password must:

be between 8 and 20 characters in length
contain uppercase, lowercase, numeric and special characters (such as %&^@!)
not be the same as your username
not have repeated characters e.g. AABB123
not contain your first, middle or last name.

Your Personal Access Code (PAC) must:

be a 6 digit number
not be your date of birth
not include consecutive numbers e.g. 123456
not include repeated numbers e.g. 111234.

You can change your PAC or password in Internet Banking.

Change your password

log on to Internet Banking
click 'My Details' (top right menu)
choose 'Change password' (left side menu)
enter your current password
create a new password and confirm
press 'continue'
enter your Personal Access Code (PAC) and One Time Passcode (OTP), click 'Submit'.

Change your Personal Access Code (PAC)

log on to Internet Banking
click 'My Details' (Top right menu)
choose 'Change PAC' (left side menu)
enter your current Personal Access Code (PAC)
create a new Personal Access Code (PAC) and confirm
click 'Continue'
enter your Password and One Time Passcode (OTP), click 'Submit'.

Reset your personal access code (PAC) in Internet Banking:

log on to Internet Banking
enter Username or Customer ID, click 'Continue'
click 'Forgotten PAC?'
enter your Customer ID and account number. Then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Password, One Time Passcode (OTP), click 'Continue'
enter your new Personal Access Code (PAC), confirm it a second time. Then click 'Submit'
click 'Continue'.

You can reset your password within Internet Banking:

log on to Internet Banking
enter your username or customer ID, click 'Continue'
click 'Forgotten password?'
type in your Customer ID and account number. Then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Personal Access Code (PAC), One Time Passcode (OTP), click 'Continue'
enter a new password, then click 'Submit'
click 'Continue'.

Reset your personal access code (PAC) in Internet Banking:

log on to Internet Banking
enter Username or Customer ID, click 'Continue'
click 'Forgotten PAC?'
enter your Customer ID and account number. Then tick to confirm you've read the T&Cs. Click 'Continue'
enter your Password, One Time Passcode (OTP), click 'Continue'
enter your new Personal Access Code (PAC), confirm it a second time. Then click 'Submit'
click 'Continue'.

You can reset your username in Internet Banking:

log on to Internet Banking
click 'Forgotten username?'
enter your Customer ID and account number, then tick to confirm the T&Cs. Click 'Continue'
enter your Personal Access Code (PAC) and One Time Passcode (OTP), click 'Continue'
enter your new username, confirm it a second time. Then click 'Submit'
click 'Continue'.

Our Internet Banking service

Key features

Register for Internet Banking

How to log in to Internet Banking

What's my Customer ID number, and where can I find it?

What internet browsers to use

One Time Passcodes (OTPs)

Internet Banking terms and conditions

Registration and logging on

Account services

Payment services

Term deposits

No mobile number registered

Incorrect login Customer ID

I'm locked out

Username and Password criteria

Your username must:

Your password must:

Your Personal Access Code (PAC) must:

Change your Personal Access Code (PAC) or password

Change your password

Change your Personal Access Code (PAC)

Forgotten Internet Banking Personal Access Code (PAC)

Forgotten Internet Banking password

Forgotten Internet Banking Personal Access Code (PAC)

Forgotten Username