Frequently Asked Questions
Applying for Investec Online Banking
How do I apply for Investec Online Banking if I’m a new client?
Start by completing the account opening application form for new individuals.
How do I apply for Investec Online Banking if I’m an existing account holder?
If you’re an individual or a joint account holder, please complete the Secure Enrolment form.
For all other existing account holders, please contact us and we’ll send you an application pack.
Why do I have to give my personal information when I apply?
It’s in the interests of your own security. We have to make sure you are the account holder. We’ll do this by checking the personal information you give 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 here.
How do I activate my Investec Online Banking access?
Once you’ve received your user ID and password, please contact us 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 we sent you. You’ll then be prompted to create a confirmation phrase and a secret word or phrase of your choice. You can also change your password.
What happens when I subsequently log on to Investec Online Banking?
Simply enter your user ID and password, confirm that your chosen confirmation phrase is displayed and enter the requested characters from your secret word or phrase.
What is the difference between my password, secret and confirmation phrase?
Your password provides the first level of authentication and you’ll need to enter it in full each time you log on.
Your confirmation phrase is a memorable phrase that you chose when logging in for the first time. Each time you log on to Investec Online Banking your chosen confirmation phrase is displayed. This tells you that you’re on the official Investec Online Banking website.
Your secret is a word or phrase and provides an added level of authentication. You’ll be prompted to enter random characters from your secret word or phrase 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 on-screen instructions.
Can a user ID, password, secret or confirmation phrase expire?
No. However, you will need to change your temporary password when you log on to Investec Online Banking for the first time.
We do however recommend you change your password regularly. You’ll also need to change your password if we ask you. Please note we will never ask you to disclose your password.
What happens if I forget my user ID, password, or secret?
Please contact us. We’ll confirm your user ID, reset your secret word or phrase and reset or send you a new password.
What do I do if I’m locked out of Investec Online Banking?
Please contact us so we can help you.
Why do I have to give my personal information when I apply?
It’s in the interests of your own security. We have to make sure that you are the account holder. We’ll do this by checking the personal information you give us against the details we already hold.
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?
You need to log off from Investec Online Banking by clicking the Log off link in the left-hand menu.
General information about Investec Online Banking
What is Investec Online Banking?
Investec Online Banking is a service that allows you to both access your account information and send us instructions about your account.
The services we offer within Investec Online Banking include:
- Receiving secure messages from us
- Displaying account balances and transaction history
- Making one-off payments and/or regular payments
- Managing your additional users
Is there a cost for using Investec Online Banking?
Using Investec Online Banking is free: it’s all part of the service.
What access will I have in Investec Online Banking?
Depending on your level of access, you may be able to view accounts held in your name (as long as Investec Online Banking can be used in connection with those particular accounts) and give us instructions related to your transactional accounts.
Can I set different payment authorisation levels for using Investec Online Banking?
Yes. You can set either a dual or a tiered authorisation requirement for payments. Both of these require one person to set up a payment and another to authorise it.
With tiered authorisation, you can create tiers setting minimum and maximum authorisation limits for payments. All payments will need to be authorised by a person who has an authorisation role and is acting within their tier limits.
Can businesses set up access for their own online users?
As long as the business has appointed a Super User, that person 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 update the Bank's records, you’ll need to write to us.
Can I view past statements using Investec Online Banking?
Not currenty. However, you can see 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 can export the 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 yet.
What are the minimum requirements for running Investec Online Banking?
- A PC with Windows (xp, Vista, or Windows 7)
- A colour display, optimal pixel resolution of 1024x768 pixels
- Web browser software (Microsoft Internet Explorer version 6.0 or later, or Mozilla Firefox version 3.0 or later).
- Cookies, JavaScript and pop-ups enabled within your browser options (you can refer to the help function on your browser to find out how to enable these).
Security
How can I be sure my information is safe using Investec Online Banking?
We take your personal date very seriously. We continually review our infrastructure and security measures, such as firewalls and encryption technology, to make sure they’re up to date and meet our stringent security requirements. We invest significant resources in maintaining the security of Investec Online Banking.
What should I do if I think someone has accessed my account or details using Investec Online Banking?
If you think a fraudster has your Investec Online Banking details, or that someone 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?
You can set up an individual or an organisation as a payee. You’ll need to specify their account name, sort code and account number. Once they’re set up as a payee you’ll be able to send them a single payment or set up a standing order.
What information do I need to make a single payment?
The payee’s name, sort code and account number.
The system isn’t accepting the sort code I’m putting in. What do I do?
Please check that the payee has provided you with a valid sort code. If so, and the problem continues, please contact us.
Which kinds of electronic payments can I make online?
You can make sterling BACS transfers or set up standing orders.
How do I make withdrawals from my notice accounts?
You can make a notice withdrawal in Online Banking, or by completing a notice withdrawal form can either post your completed form to us at Investec Bank plc, 2 Gresham Street, London, EC2V 7QP or fax it to us on 0845 602 646.
How do I set up direct debits and standing orders?
The originator sets up the direct debit and then passes the details to us. You’ll then be able to view your direct debits online.
You can set up and cancel standing orders online, by following the steps set out below. 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?
You’ll need to provide the following information: account holder’s name, sort code, account number, initial and regular amount, frequency , and an end date for payments, 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 can be cancelled on or before the working day before it’s due. You won’t 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 so we can help you.
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 for Investec Online Banking?
For a payment to be processed on a particular working day, it needs to be received by 4.30pm. If it’s received after this time, it will be processed on the next working day.
Can I delete payees in Investec Online Banking?
Yes. Simply select the delete payee function on the payee’s details page.
Will online transactions appear on my paper statements?
Yes.
Where do I get a payment reference number when paying online?
The payment reference is displayed on-screen once you’ve authorised a payment.
What do I do if I can’t find information in Investec Online Banking?
Use the help text on each page, or you can contact us.
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