This guide is designed to assist you, a Corporate Card Programme Administrator, to keep your Bank of America Merrill
Lynch Corporate Card programme running smoothly. Please ensure that a copy of this guide is available within your
organisation, and is shared with the relevant people supporting your card programme.
Contents
1. How to Contact Bank of America Merrill Lynch
Programme Administrator Contact Details
Technical Help Desk Contact Details
Cardholder and Card Activation Contact Details
Correspondence Addresses
2. Servicing
Cardholders
Programme Administrators
Cardholder Emergencies
3. Cards and Cardholders
Activation
Cardholder Activation Codes
Online PIN Check
PIN Management
Card Security and Your PIN
Lost or Stolen Cards
Cardholder Spending Controls and Alerts
Cardholder Language Codes
Cardholder Online Statements
Refunds for Cards in Credit
4. Making Payments
Payment Processing Times
5. Insurance and Assistance
Plan Administrator
Auto Rental Collision Loss Damage and Lost Luggage Insurance
Travel Accident Insurance
6. Using the Global Reporting and Account Management Tool
Getting Access to the Online Tool
Logging in to the Online Tool
Password Rules
Password Security Question
Dual Authentication
Why is my User ID Locked?
What Should I Do if I Forget my Password?
How to View/Download Your Statement
How to View Transactional Activity
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1. How to contact Bank of America Merrill Lynch
Programme Administrator Contact Details
A dedicated supports Programme Administrators with any queries about their company programme, the Global Reporting
and Account Management tool, and file delivery processes. Any additional training on the online tool should be requested
through this team.
To help protect our Clients and the disclosure of sensitive company information, Programme Administrators will be asked at
the beginning of each call to provide their password and may be asked to answer additional verification questions.
Client Servicing
U.K. Support Team
08:00 to 18:00 U.K. Time
Monday through Friday
U.S. Support Team
18:00 to 02:00 U.K. Time
Monday through Friday
The email and telephone contact details for your Dedicated Service Director will be
provided to you directly.
For out of hours support, please call International Direct Dial +44 (0)208 313 2700
(Select Option 3).
The plus (+) sign represents the international dialing code from your location (in most
countries 00)
These contact details are for Programme Administrators only, and should not be shared with cardholders for general enquiries.
Support is available in English, French, German, Italian and Spanish.
Cardholder and Card Activation Contact Details
Cardholders should call the numbers below to speak to a servicing representative for support. These numbers also appear
on the reverse of the card, on statements and other collateral. Outside of these operating hours, cardholders can call to
obtain details on balances, credit limits, available credit, payments due, recent transactions, and to make debit card
payments via our automated system.
Cardholder Support
24 hours a day
Monday through Friday
(Enquiries for Lost/Stolen Cards and Cardholder
Emergencies are supported 24/7)
International Free phone 00800 0456 7890
Or
International Direct Dial +44 (0)207 839 1481
Support is available in English, French, German, Italian and Spanish.
Correspondence Address
If you need to write to us, please use the following address:
Programme Administration
Cardholder Servicing
Bank of America N.A.
Commercial Card Servicing Manager
26 Elmfield Road
Bromley
Kent
BR1 1WA
United Kingdom
Bank of America N.A.
Commercial Card
PO Box 3777
Chester Business Park
Chester
CH1 9YE
United Kingdom
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2. Servicing
Self-Service Transactions
Ordering new or replacement cards (Please refer to page 6
for lost or stolen cards)
Changing credit limits on cards
Card closures
Viewing the last 13 statements
These activities can be completed online using the Global
Reporting and Account Management tool
Maintaining cardholder information
Reviewing the last 30 days of authorization activity
Cardholders
Card Activation
Lost/stolen cards
Available credit, outstanding balances, enquiries related to
payments and transactions
Declined transactions
New or reissued cards not received
Unauthorised or disputed transactions
Cardholder Servicing
International Free phone 00800 0456 7890
Or
International Direct Dial +44 (0)207 839 1481
Programme Administrators
Adding/amending/deleting Programme Administrators
Queries concerning payments
Lost and stolen cards
Company credit limit amendments
Company name change
Client Fulfillment
Contact your Dedicated Service Director
Setting up or cancelling direct debits
Credit balance refunds
Global Reporting and Account Management queries
Cardholder Emergencies
Europe Card Services can provide services that assist your cardholders if they are stranded whilst travelling. Emergency
Card issuance or Emergency Cash is available to any cardholders with lost or stolen cards whilst travelling. Please call
Europe Card Services in this situation.
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3. Cards and Cardholders
Activation
Each cardholder must activate their own card using the automated activation system via the Cardholder Servicing
telephone number. If you have selected bulk activation, the cards will be activated once you have confirmed receipt.
Cardholder Passwords
During the onboarding process, each cardholder must be assigned a password. This password will be required by the
cardholder to activate their card, and will be required when the cardholder calls the automated telephone service to obtain
their account details in future.
Cardholder Payments
Depending on your card programme type, cardholders may be required to make a payment to the Bank. To make this as
simple as possible, there are a variety of ways this can be done:
Debit cards
Cardholders can make a payment using any Maestro branded debit card, or any Visa
debit card issued by a U.K. Bank (and European debit cards). Cardholders should call
Europe Card Services and follow the prompts.
Payments are debited from the cardholder’s bank account, and credited to their card
account on the same day (if payment made before 18.00 U.K. time)
Direct debit
Regularly scheduled payments can be deducted from any Euro denominated cardholder
bank account via the SEPA clearing. Local currency direct debits are also available in
Denmark, Norway, Sweden, Switzerland and the U.K. If a new direct debit service is
required, please call Europe Card Services and request a mandate.
Internet or Telephone Banking
Cardholders in the following countries can make a payment to the Bank using their
Internet or telephone banking: Belgium, Denmark, Finland, France, Germany, Greece,
Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland and the
U.K. The account numbers to be used are shown below in section 5.
Lost or Stolen Cards
Cards for new cardholders should be ordered using the Account Manager function within the online tool. If a card has been
lost or stolen, it is critical that the cardholder calls Europe Card Services to order a new card. Alternatively, a Programme
Administrator can refer a lost/stolen card enquiry to the Company Level Support team. This ensures that the old card has
been cancelled correctly, reducing the possibility of fraudulent transactions taking place.
Cardholder Spending Controls and Alerts
Spending alerts can be applied at both a card or merchant level, to provide reporting on spend activity within your
company.
Cardholder Language Codes
Cardholders can select from English, French, German, Italian and Spanish. This is specified when their initial card requests
are sent to the Bank. This code will determine the language of the statement, PIN advice and card details that are sent to
the cardholder.
If a cardholder wishes to change their language parameters, they should call Europe Card Services.
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Online PIN Check and PIN Management
The Bank of America Merrill Lynch cards are equipped with the latest chip technology to reduce fraud risk.
Online PIN Check
A cardholder can view their PIN securely online, by visiting www.baml.com/PINCheck. After registering, the PIN can be
accessed quickly and securely wherever and whenever is convenient for the cardholder.
If a cardholder attempts to use their card in a point of sale (POS) terminal, and the terminal screen reads “PIN locked,” this
indicates that the PIN has been locked and the card cannot be used.
If a cardholder in the U.K. has blocked their PIN, they can use any ATM to unblock their card, provided they can remember
the correct PIN. Please advise the cardholder to call us before visiting the ATM to unlock their PIN.
Refunds for Cards in Credit
Requests for credit balance refunds must be made by the Programme Administrator to the Company Level Support team.
4. Making Payments
To make a payment, please use the following account details for our clients:
Country
Currency
Sort Code
Account
SWIFT/BIC
IBAN
United Kingdom GBP
16 50 50
49389043
BOFAGB22
GB18BOFA16505049389043
Belgium
EUR
Not required
685753301462
BOFABE3X
BE51685753301462
France
EUR
41219 16010
0003172501180
BOFAFRPP
Germany
EUR
50010900
19135019
BOFADEFX
FR7641219160100003172501
180
DE07500109000019135019
Ireland
EUR
990061
55472016
BOFAIE3X
IE03BOFA99006155472016
Italy
EUR
03380 01600
Netherlands
EUR
Not required
IT91U0338001600000013982 BOFAIT2X
016
266502253
BOFANLNX
IT91U03380016000000139820
16
NL66BOFA0266502253
Spain
EUR
1485 0001
070035692017
BOFAES2X
ES3814850001070035692017
Switzerland
CHF
8726
30782018
BOFACH2X
CH4508726000030782018
Portugal
EUR
Not Required
000700000004601088423
BESCPTPL
Finland
EUR
Not Required
33010019006113
ESSEFIHX
PT5000070000000460108842
3
FI7733010019006113
Greece
EUR
810001
Denmark
DKK
Not Required
GR9608100010000601817465 BOFAGR2X
013
52950012002785
ESSEDKKK
GR9608100010000601817465
013
DK3552950012002785
Norway
NOK
Not Required
97501102486
ESSENOKX
NO8397501102486
Sweden (High SEK
Value)
Sweden
(Low SEK
Value/ACH)
Poland
PLN
Not Required
58151012714
ESSESESS
SE6150000000058151012714
Not Required
BankGiro 770-2624
-
-
Not Required
362360000500000045502887 DABAPLPW PL3623600005000000455028
00
8700
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When making a payment, please ensure that the full credit card number (or corporate account number for corporately
billed programmes) is provided as a reference. Failure to provide this information may lead to a delay in applying the
payment, or the payment being returned.
Payment Processing Times
Payments sent to the Bank will be credited to cardholder and company accounts within one business day after the payment
is received into one of the above accounts.
5. Insurance and Assistance
Travel Insurance
All questions on insurance and assistance, or regarding an insurance claim, should be directed to our services provider,
Aspire Insurance Advisers Limited. The Company Level Support or Europe Card Services teams are unable to respond to
queries relating to claims.
The insurance and assistance services are provided free of charge to all cardholders as a secondary policy, and copies of the
policy documents are available if required. If a cardholder experiences travel delays or an accident occurs, they should
contact the Assistance Service Provider immediately at +44 (0) 208 762 8368.
Should you require a certificate of insurance to support a visa application, please contact Aspire Insurance Advisers directly
on +44 (0) 208 762 8333.
Cardholder Misuse Protection
This insurance policy is intended to protect your organisation against deliberate misuse of a card by an employee.
If you wish to make a claim, please contact ISOS at +44 (0) 207 528 4642.
6. Using the Global Reporting and Account Management Tool
To improve the efficiency of your card programme management, the online tool allows you to order new cards, maintain
cardholder information and authorisation controls, request replacement cards, and view authorisation information online
and in real time. Online statements and a suite of reports are also available to you to monitor and review the spend on your
programme.
Programme Administrators can use the online tool to:
• Add new cardholders
• Maintain cardholder account information (e.g.: credit limits)
• Close cards
• View an electronic copy of your corporate and cardholder statements
• Access management information reports
• Monitor spending and identify account-/merchant-related exceptions
• Generate HMRC approved electronic invoices for UK Purchase Card merchants
To access the online tool, please log onto: www.baml.com/globalcard
Getting Access to the Online Tool
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Your Implementation Consultant will provide initial Programme Administrator system access as part of the implementation
process. As a Programme Administrator user, you have the ability to add additional users to the system.
Logging in to the Online Tool
•
•
•
Launch your browser, enter www.baml.com/globalcard in the address bar.
Enter your User ID and Password. Please note that these are case sensitive.
On first login, you will be prompted to
o Set a new password
o Set a security question to aid any future password resets
o Set dual authentication security questions
Password Rules
The password rules are as follows:
• Must contain a combination of letters and numbers
• Must be at least eight characters in length
• At least two of the characters must be numeric
• Cannot be the same as your User ID
• Cannot contain spaces
Password Security Question
The security question is set to aid automated password resets should you forget your password in the future. It is important
to remember which question you select in case you need to reset it.
Dual Authentication
For added security, the Global Reporting and Account Management tool offers a secondary authentication process – Dual
Authentication – that requires you to respond to a challenge question in addition to entering a User ID and password when
you log in. There are six challenge questions available and you must select and respond to three of those six questions.
The Challenge Question Responses must comply with the following rules:
• Responses must be at least four characters in length
• Allowable characters are alphanumeric (A–Z, a–z), numeric (0–9), and the space character
• No punctuation or special characters are allowed
• A response may not contain more than two identical characters in a row
• A given response may not be used for more than one question
Select the challenge questions, enter and confirm the responses and click Save.
• Responses are not case sensitive. For example, the responses “smith” and “SMITH” are equivalent.
• If you enter an incorrect response, your next attempt to log in will be authenticated using the same challenge question.
The system does not cycle through your challenge questions; therefore, it is important that you remember all of your
responses.
• If you fail authentication six times, your User ID is locked, and you must contact the Company Level Support to unlock
your User ID. Once the lock is cleared, you will have to specify challenge questions and responses again.
Challenge questions are not related to the Security Question used to reset a forgotten password.
Why is my User ID Locked?
Your user profile may be locked if:
• After 90 days without a login, a user profile is locked (Inactive)
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•
•
After six unsuccessful login attempts, a user profile is locked (Locked – Invalid Password)
After six unsuccessful authentication attempts, a user profile is locked (Locked – Invalid Challenge Response)
Contact the Company Level Support to unlock your User ID.
What Should I Do if I Forget my Password?
In order to reset your password, you should have already set up your security question and answer in your user profile.
This enables the system to verify that it’s you requesting help to log in.
• On the Login page, click “Forgot your password”. The “Forgot your password?” screen opens.
• In the Password Reset section, enter the required information.
• Enter your User ID.
• Select your Security Question from the dropdown options.
• Enter your Security Answer (as you entered it in your user profile).
• Click “Submit.” You will receive a temporary password in an email message. This is a one-time password, which allows
you to log in and define a new password.

Return to the Login page. Enter your User ID and the temporary password. You will be prompted to answer a Dual
Authentication challenge question.

After successfully answering your question, you will be prompted to enter a new password.
How to View/Download Your Statement
Electronic statements are generated for each account at the end of the statement cycle. The electronic statement (in Adobe
PDF format) will be loaded into the online tool within two days of the end of the cycle. The system will store the last 13
statements.
It is possible to configure the system to send an email notification to your cardholders once the statement is available to
view. To set up these notifications:
•
•
•
Log in to the online tool, then navigate to the Company menu.
Select “Company Configuration,” then “Company Site Configuration.”
In the Programme Settings section, against “Allow Email Notification for Online Statements,” select “Yes” from the
dropdown list.
You can access your statements within the online tool in one of two ways:
1. From the Home screen, the Inbox contains a section entitled “Account Statements”. This section will show the most
recent statements (up to five), with a link to view more. Click on the statement name hyperlink to open or save the PDF
file.
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2.
From the Account Activity menu, select Account Statements. The Account Statements screen will show up to 13
statements. Click on the Description to open or save the PDF file.
How to View Transactional Activity
The Global Reporting and Account Management tool enables you to view transactional activity as far back as three years
and as recently as the last posting day. Data loads into the online tool on a daily batched basis; transactions charged to
accounts one evening are available for viewing in the system the following day.
To search for transactions:
• From the Financial menu, select Account Summary. Using the “Search Reporting Structure” screen, select the
cardholder account that you would like to view. Click on the Company Quick Link to view all cardholders.
• In the Search Criteria section, specify the date range to search by:
o The system will default to a period corresponding to the last 30 posting days.
o You can search by Posting Date or Transaction Date using the date picker.
• If you wish to filter to identify specific transactions, click Advanced Search to display filters that you can use to refine
your search.
o For fast visibility to Cash transactions (ATM, over the counter cash etc), use the Transaction Category “CASH
ADVANCES” to narrow your search.
• Click Search to display a list of transactions.
Transaction Summary Information
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•
Detail – This icon identifies the transaction type. Click these icons to access more detailed information about the
transaction.
–
Merchant Transaction – a transaction originating from a merchant.
Adjustment – a payment or fee applied directly to the account.
Posting Date – the date on which the transaction was charged to the account by Bank of America Merrill Lynch.
Transaction Date – the date on which the transaction occurred.
Description – This is the merchant name and location. Click the name to see merchant details.
Transaction Amount – This is the amount in the billing currency of the Card. If the merchant/original currency was
different, the foreign currency code and amount will appear in italics underneath the billed amount.
Additional Information – This icon identifies the presence of enhanced data (e.g. passenger and booking information
for a flight – where passed by the merchant). Click icon to see the additional information (addenda). The most common
addenda types are as follows:
–
•
•
•
•
•
–
Passenger Transport – Traveller, ticket and/or routing information;
–
Lodging – Hotel folio data (limited and rare from properties outside of North America);
–
Vehicle Rental – Booking information (limited and rare from locations outside of North America).
User Management
To change a user’s information
•
From the User menu, select “User Summary.” The User Summary screen appears.
•
Search for the user that you need to modify. Under “Search Results,” click the User ID that you need to modify. The
User Information screen opens.
•
Modify the user information as needed.
•
Click “Save”
To reset a user’s password
• From the User menu, select “User Summary”. The User Summary screen appears.
• Search for the user or users whose password you need to reset.
• In the Search Results section, place a check in the “Select” column by the user who needs a new password. You can
select more than one user.
• Click “Email New Password”.
• For security reasons, you cannot enter a new password for a user. The system generates a temporary password and
sends it directly to the user, using the email address in the user’s profile. The temporary password is valid for 24 hours.
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To unlock a user profile
• From the User menu, select “User Summary.” The User Summary screen appears.
• Search for the user. In the Search Results, the Status column indicates why the profile is locked:
o Active (Not locked)
o Inactive
o Locked — Invalid Challenge Response
o Locked — Invalid Password
• In the Search Results section, click the User ID. The User Information screen opens.
• In the User Information section, in the Status Code field, select Active. Click Save.
Resetting locked status after dual authentication failure
• Display the user in the User Information screen.
• Select the user.
• Click Clear Dual Authentication Lock.
The system clears the lock, clears the user’s challenges and responses, and sends an email to the user informing them that
their User ID is unlocked. The next time they log in, they will be required to specify new authentication challenge questions
and responses.
Resetting locked status after failed security question
When a user clicks the “Forgot Password” option on the login page, a screen appears to the user informing them that their
User ID is unlocked. The next time they log in, they will be required to specify new authentication challenge questions and
responses.
If they fail to answer the security question after six attempts, the User ID is locked; to reset the user, follow the instructions
below:
• Set the Status Code back to Active, then click Save.
• Select the Clear “Security Question” checkbox, then click “Email New Password”.
The user receives a temporary password via email, and during the login with the temporary password is prompted to
reselect a security question/answer.
"Bank of America Merrill Lynch" is the marketing name for the global banking and global markets businesses of Bank of America Corporation. Lending, derivatives and other
commercial banking activities are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., member FDIC. Securities, strategic
advisory, and other investment banking activities are performed globally by investment banking affiliates of Bank of America Corporation ("Investment Banking Affiliates"),
including, in the United States, Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing Corp., both of which are registered broker-dealers
and members of SIPC, and, in other jurisdictions, by locally registered entities. Merrill Lynch, Pierce, Fenner & Smith Incorporated and Merrill Lynch Professional Clearing
Corp. are registered as futures commission merchants with the CFTC and are members of the NFA.
Investment products offered by Investment Banking Affiliates:
Are Not FDIC Insured * May Lose Value * Are Not Bank Guaranteed.
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© 2015 Bank of America Corporation.
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