Step by Step
support booklet
Your guide to more ways to bank with us
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 email
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
4
CONTENTS
EXPRESS
DEPOSIT
1.
Withdraw Cash
2.
Lodge Sterling Cash or Cheques
3.
Making Payments & Transfers
4.Check Your Account Balance & Transactions
5.Security
6.
Ways to Contact Us
1 Withdraw cash
Cash withdrawal
using a 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 24 hours a day every day
• You can also withdraw cash at
other bank cash machines where
the Link symbol is displayed*
1
Insert your card in the cash machine
2
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)
•
•
6
You can also withdraw cash in
some retail shops (when using your
debit card to pay for purchases)
3
Select the ‘Cash Withdrawal’ option
4
Select the amount you require or
select ‘Other Amount’ and enter
an amount in multiples of £10s
5
Select ‘Receipt Request’ if a receipt is
required
6
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.
2
4
3
5
6
7
2 Lodge Sterling Cash or Cheques
Post Office®
Post Office®
You can withdraw cash from your Danske Bank
Account at any Post Office® in the United Kingdom
Cash Lodgement
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.
8
You can withdraw up to £500 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
£10.25.
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.
Cheque 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 £20,000 in one transaction
although lower single deposit levels may be
in place at some offices.
®
A maximum of £250 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.
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
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.
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.
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.
For example you should pay 6 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 1-2 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
1. Complete and enclose a lodgement slip detailing the
amount to be lodged in the Express deposit envelope.
2. Place the correct amount of cash
(Max. £1,000)/ cheques in the envelope.
3. Complete the contact details as requested
on the reverse of the envelope.
4. Keep the tear off slip as a record of
your payment.
5. Seal the envelope and place it in the Express deposit box.
10
11
3 Making Payments and Transfers
Express deposit
Using the Express deposit box
to make a payment or transfer
1. 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.
2. Place the correct amount of cash (Max.
£1,000)/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.
Using Direct Debits and Standing Orders
4. Complete the contact details as requested on
the reverse of the envelope.
5. Keep the tear off slip as a record of your
payment.
6. 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.
3. 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.
12
13
Online at www.danskebank.co.uk
To set up a Standing Order,
you can
What protection do I have when
paying by Direct Debit?
• Go online using eBanking to set it
up yourself
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.
• Call your branch to give us
instructions over the telephone
• Visit one of our branches to
fill in a form
14
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 www.danskebank.co.uk and log
on to eBanking
1
Click ‘Pay & Transfer’
2
Click ‘View and amend regular
transfers’
3
Click ‘New Standing Order’
4
Complete the Standing Order details
and ensure you have the correct
account numbers and reference
details otherwise the payment may
be rejected
5
Click ‘OK’
A new window will open where you can check
the information. If the information is correct,
enter the 4 digit password you use for logging
on to eBanking and click ‘OK’.
1
2
Click here
for Help
3
15
Using the 24 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.
# (the hash key)
To use the service, call
084 5736 5024
If you are phoning from abroad, call
0044 28 9004 9212
16
Enter your customer number
(this is a 10 digit number advised to you in the
24 hour Telephone Banking Service agreement),
followed by # (the hash key).
Then enter your access code,
followed by #.
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.
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.
1. Make an enquiry about balances
and transactions
2. Get a summary of the balances on
your accounts
3. Funds Transfer
4. Bill Payment
5. Change your access code
6. Request eBanking
8. Set up account codes
9. Disconnect from the service
0. Transfer to a helpdesk adviser
17
Use 24 Hour Telephone Banking to Pay Bills
Set up Account Codes
08457 365024
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.
This service is only available if you have signed and returned a customer agreement.
1
Call 08457 365024. If you are calling
from abroad, call 0044 28 9004 9212
2
Enter your customer number, followed by #
3
Enter your access code, followed by #
4
From the main menu, select option 4
5
To pay a bill, select option 1 from the
sub menu
6
Enter the account number or 1 digit
account code from which you want to pay
a bill, followed by #
7
Enter the bill payee code, followed by #
8
Enter the amount in pounds, followed by #.
Enter the amount in pence, followed by #
9
Enter the date the payment is to be made
followed by #. For today’s date enter #
10
Confirm the payment by pressing #. If you
wish to amend the payment press 1. If you
wish to cancel the payment and return to
the main menu press 9
You can cancel a future payment by choosing option
3 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.
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.
18
19
Use 24 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).
1
Call 08457 365024. If you are calling
from abroad, call 0044 28 9004 9212
2
Enter your customer number, followed by #
3
Enter your access code, followed by #
4
From the main menu, select option 3
5
Enter the account number or 1 digit
account code from which you want to
transfer funds, followed by #
6
7
8
Enter the account number or 1 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 1. 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.
You will need to provide the following
information for the other person’s account;
To set up the payment, choose option 2
from the ‘Bill Payment’ menu to speak to
an adviser and set up or change the other
person’s account details.
•
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.
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.
20
21
Making Payments & Transfers Online at
www.danskebank.co.uk
Go to www.danskebank.co.uk and log on to eBanking
1
2
3
22
Click ‘Pay & transfer’
6
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
Click ‘Transfer funds’
3
4
5
Choose the account you wish to debit
money from
4
Enter the text you want to appear on your
account statement
5
If you wish to send money to a
payee whose details you have saved
previously– you can select the payee
from the dropdown list
7
7
8
The Payment reference field must be
completed correctly when transferring
funds. Click on ‘More information’
for further details
6
9
10
8
Enter the name of the payee
9
Enter the amount
10
Choose the payment date
11
Click ’OK’
A new window will open where you
can check the information. If the
information is correct, enter the 4
digit password you use for logging
on to eBanking and click ‘OK’.
11
1
2
23
Mobile Banking - using the Danske Mobile Bank App
1
Log onto the Danske Mobile Bank App using your
eBanking log-on details
2
Tap ‘Transfer’ from the wheel
3
Choose your account (tap the arrow) from which to
transfer the amount /to be used for the payment
4
Or enter the sort code and account number to which the
money should be transferred /payment should be made
9
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
3
1
4
5
6
Enter the ‘amount’ to transfer /or the payment
10
Type the name of the payee
11
You can choose to save a new payee
12
Tap‘OK’
13
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 6
digit code from your security card then tap ‘Approve’
14
Tap ‘OK’ to confirm the transfer has been completed
7
2
5
8
8
If you need to adjust the transfer/payment date, select
the date field and choose a new date
9
10
11
24
6
Type the text which will appear on your statement
7
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)
12
25
Tablet Banking - using the Danske Tablet Bank App
1
2
2
Log onto the Danske
Tablet Bank app
using your eBanking
log-on details
3
Tap and drag
(downwards) the
arrow to access
the launchpad
3
26
4
Tap ‘Pay & Transfer’
4
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
27
Tablet Banking - using the Danske Tablet Bank App
5
(Where the ‘Transfer’ panel has been used)
On the next screen you will need to tap ‘Choose
receiver’ account from the arrow: or enter
10
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
6
‘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
11
You can save Payee
7
Type the text which will appear on your
statement
8
Enter the amount you wish to transfer/or the
payment (Tap ‘OK’)
9
If you need to adjust the transfer /payment
date, tap the date field and choose a new
date (Tap ‘OK’)
5
7
12
Select ‘OK’
13
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 6 digit code
from your security card , then select ‘Approve’
14
6
NOTE
8
9
10
11
Tap ‘OK’ to confirm the transfer/payment
has been completed
12
TIP
28
Tap icon
after entering text.
You can also access
‘Pay & transfer’
from within your
account overview
by selecting icon.
If you do this you
will follow steps
4 – 11.
29
Paym - Make a payment
2
Send money to
your pals using
just a mobile
number.
• First, in the “From” dropdown list,
select the account you would like to
debit money from.
2
1
1
30
Enter Payment Details
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.
• 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.
• 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.
31
Paym - Make a payment
3
5
Select Payee
There are 3 ways you can select a payee’s
mobile number to make a payment to.
Double check that the details you have
entered are correct.
1. You can enter the mobile number OR
To confirm and send the payment swipe
“Transfer money”.
2. You can choose a mobile number from
the latest payments you have made OR
3
6
3. You can search through your contacts
list and select a payee.
4
Confirm your payment
6
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.
4
5
Payment Confirmation
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
32
33
4Check your account balance
and transactions
Balance Enquiry
1
Insert your card in the cash machine.
Using a cash machine
2
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)
3
Select the ‘Balance Enquiry’ option
4
View your account balance
towards the top of the screen
5
Select another service or press
‘Cancel’ on the keypad to exit the
transaction
6
Please take your card
TIP
•
•
•
34
Using your debit card for your
daily payments is the safest
and most convenient option
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
24 hours a day every day
You can also obtain a balance enquiry
at other bank cash machines where the
LINK symbol is displayed
2
3
35
Mini Statement Transactions
Using a cash machine
TIP
•
•
36
Using your debit card for
your daily payments is the
safest and most convenient
option
You can obtain up to the last 10
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 24 hours a day every day
1
Insert your card in the cash machine.
2
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)
3
Select the ‘Mini Statement’ option
4
A mini Statement will be printed
displaying up to the last 10
transactions
5
Please take your card
2
3
37
Post Office®
Using the 24 Hour Telephone Banking Service
You can check the balance of your Danske Bank
Account at any Post Office® in the United Kingdom
...use 24 Hour Telephone Banking
to check your account balance
...use 24 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.
1. Call 08457 365024. If you are calling from
abroad, call 0044 28 9004 9212
1. Call 08457 365024. If you are calling from
abroad, call 0044 28 9004 9212
2. Enter your customer number, followed by #
2. Enter your customer number, followed by #
3. Enter your access code, followed by #
3. Enter your access code, followed by #
4. For an account balance enquiry, select option
1 from the main menu
4. To check a transaction, select option 1 from
the main menu
5. Enter the account number or 1 digit account
code, followed by #
5. Enter the account number or 1 digit account
code, followed by #
6. For an account balance summary, select
option 2 from the main menu
6. For transactions on an account, select
option 1. For transactions on an account
during a selected period, select option 2. For
transactions on another account, select option
3. To return to the main menu, select option 9
If you require a debit card, please contact any Danske Bank Branch.
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.
38
39
Online at www.danskebank.co.uk
SMS services
eBanking provides you with a
quick overview of your account
transactions and your account
balances.
Keep on top of your finances,
anytime, anywhere, home or abroad
with our SMS services.
Go to www.danskebank.co.uk
and log on to eBanking.
• Danske Text Service - You can text us on
demand and we will send you an instant SMS
with your balance and last 5 transactions
Here, you will be able to see all your account
balances. Click on the relevant account to see
the account transactions.
Two Free* Service options available:
Securing your mobile phone and emails:
• You must take reasonable steps to maintain
the confidentiality of personal information
on your mobile phone and in your email
address. Please refer to the Special terms
and Conditions documents for these services
which are available for download on
www.danskebank.co.uk
• Account Balance Service - You can set-up
SMS alerts on your account, there are 5
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 email)
See overleaf for more details or go to
www.danskebank.co.uk.
40
* 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.
41
Get Free*
Text Alerts with Account
Balance Service
5 Options available and you can set up multiple alerts
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.
Register for Account Balance Service
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.
42
as illustrated on the right’ here
You can also set up the Account Balance Service
to receive these alerts by email.
To use the account balance service you will need
to register with us, making sure we have your
current mobile number and/or email address. You
can register in any of our branches or by calling us
(see page 59 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.
1
When the balance is less
than – [amount]
2
When the balance is more
than - [amount]
3
My balance is - choose a
day of the week or 1st of
every month
4
When there is a debit of
more than – [amount]
5
When there is a credit of
more than – [amount]
43
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 50350.
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 63 for
telephone numbers
and opening hours).
44
TO RECEIVE
TO RECEIVE
TO RECEIVE
TO RECEIVE
TO SELECT
TO BLOCK
Available balance
on your main
account plus last
5 transactions
processed on
your account.
Available balance
on the account you
have requested plus
last 5 transactions
processed on your
account.
An overview of your
accounts. Showing
available balances of
all of your accounts.
List of menu options
for the text service.
Your chosen
account for receiving
text information.
Danske Text
Service and receive
confirmation that
the text service has
been blocked.
Just Text to 50350
Just Text to 50350
Just Text to 50350
Just Text to 50350
Just Text to 50350
Just Text to 50350
+
+
+
+
+
+
Balance
Balance
Account 1
(leave space)
then enter
sortcode+
account
number
(no space)
(leave space)
then enter
sortcode+
account
number
(no space)
Account
Menu
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:
0870 850 2481
(local) or
0044 2890 049 201
(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.
45
Mobile Banking (App for iOS/Android)
Tablet Banking
Get an account balance…..
……using Danske Mobile Bank app
1
2
Log onto the
Danske Mobile
Bank app
using your
eBanking logon details
3
4
1
2
2
3
46
Get an account balance…..
……using Danske Tablet Bank app
Tap ‘Account’
from the wheel
On the next
screen you will
see a list of
your accounts
and account
balances
5
4
5
Tap the relevant account to view transactions for
the last 13 months
You can also view future dated payments
1
Log onto the Danske Tablet Bank app
using your eBanking log-on details
2
Tap and drag (downwards) the arrow
to access the launchpad
3
Tap ‘Accounts’
3
47
Customise your dashboard
Tablet Banking
6
7
4
2
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
3
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
9
8
2
1
4
On the next screen you will see a list of your
accounts and account balances
5
Tap the relevant account to view
transactions for the last 13 months
6
48
You can move between accounts
7
Move between months
8
View future dated transactions
9
Graphical and calendar view of your
account movements
1
3
Customise your dashboard to get a quick overview of your accounts
- balances and transactions
49
5SECURITY
How Danske Bank protects Customers
We provide self-service
solutions with a very
high level of security.
Debit and Credit Cards
•
To protect your account we monitor your Debit
and Credit card transactions for potential
fraudulent activity which may include a
sudden change in location, a sudden string
of high value transactions or any pattern
associated with new fraud trends around the
world.
•
If we suspect fraudulent card use, we will
block your card and call you to validate the
legitimacy of your transactions. If we are
unable to reach you by telephone we will send
you a letter in the post and ask you to contact
us. It is important to respond to our call or
letter as soon as possible to prevent further
fraud taking place and avoid restrictions we
may have placed on the use of your card.
If you have lost your cards or suspect that any
details may have been stolen or intercepted
in any way or if you suspect that there are
unauthorised transactions on your account,
please contact us immediately using the
details at the back of this booklet.
Online Banking
•
User IDs can be Saved & Disguised
(Apps)
Automatic Log off - If customers do not
select ‘log off’ after using eBanking or
the Apps, the session will stay active and
automatically log off after a a period of
inactivity.
•
Blockings – To protect you from the
potential risk of fraud if your details are
entered incorrectly four times at Log-on
or when completing transactions your
access will be blocked - re-open access
by contacting us on
0044 28 90049219.
Secure mail functionality - Messages
sent via secure mail are encrypted so
you can safely include confidential
information.
Additional Information available
online www.danskebank.co.uk
•
‘Access ID’ - a security solution that
consists of an eight digit User ID, a
password (this is a 4 digit PIN) and a
security card.
•
•
TIP
50
Danske Bank will never contact you to ask for your card, pin number, eBanking
User ID, password or security card details by telephone/email under any
circumstances. Please report any request for these types of information to us.
51
How Danske Bank Recommend
Customers Protect Themselves
Debit and Credit Cards
•
Keep cards and PIN numbers safe to help
prevent loss, theft or interception which could
result in fraud.
•
Never post your card to anyone, not even
to us
•
You should never write down your PIN
number but if you do need to keep a record of
it, always take reasonable steps to disguise it
and keep it separate from your card.
TIP
52
•
Never allow anyone else to use your card. If
you want to authorise someone else to have a
card on your account then you can ask us to
issue a card to that person.
•
•
Whenever possible, you should use 3D
Secure if supported by a retailer when
making online purchases.
Online Banking
•
Always update smartphone/tablet
software and any apps installed
Never share your 3D secure password
with anyone.
•
Protect smartphones & tablets with a PIN
•
Take care over which wireless network
connection you use
•
Avoid accepting/installing software that
appears suspicious/unknown source/
unauthorised
•
Never share your PIN number with any
retailer
•
•
When entering your PIN number in an ATM or
Point of Sale device you should cover the PIN
pad to prevent disclosure of your PIN.
Keep log on details safe and only
write the details down if they are well
disguised
•
eBanking service - always log on to
eBanking in a trusted place e.g. at home
•
Update PC software – operating system/
browser & other programs on a regular
basis
•
Always log out after completing session
•
Check transactions and electronic
mailbox regularly and notify the Bank
immediately of anything suspicious
•
Never give your card details to any retailer
unless to complete a genuine card transaction
by phone or internet with a retailer you trust.
Please refer to full Terms & Conditions for further information on card security.
Available at our website: www.danskebank.co.uk/docs or in branch if necessary
53
6 Ways to Contact Us
Remember you can contact us via secure mail
at www.danskebank.co.uk
Our eBanking secure email function allows
you to read and send messages directly to and
from the bank. Unlike ordinary email, messages
sent via secure email are encrypted so you can
safely include confidential information in the
messages you send to us.
Go to www.danskebank.co.uk
and log on to eBanking
1
2
54
1
3
Choose the ‘category’ you wish to write
to the bank about
4
Type your message
5
Click ‘Send message’
6
A new window will open where you can
check the information. If the information is
correct, enter the 4 digit password you use
for logging on to eBanking and click ‘OK’
2
3
Click ‘Contact’
Click ‘New message’
4
5
55
You can contact us through the
Danske Mobile Bank App
5
1
Log onto the Danske Mobile Bank App using
your eBanking log-on details
6
Tap the arrow to select the relevant category
for your message
2
Tap ‘Contact’ from the wheel
7
Type the details of your message
3
You can view messages received from the
bank in the Inbox
8
Tap ‘Send’ to send the message securely
9
You can also call us directly from the app
4
You can view the messages you have sent to
the bank in the Sent box
5
Tap this icon to send a new
secure message to the bank
6
3
4
7
8
56
57
You can contact us using the
Danske Tablet Bank App
2
1
3
58
Log onto the Danske Tablet Bank App
using your eBanking log-on details
2
Tap and drag (downwards) the arrow
to access the launchpad
3
Tap ‘Contact’
59
You can contact us using the
Danske Tablet Bank App (contd)
4
You can view Unread
messages from the
bank by tapping this
icon . Unread messages
will display as a
number on this icon.
9
5
6
7
9
8
10
Type the details of your message
11
Tap ‘Approve’ to send the message
securely
10
5
You can view your messages in
your inbox
TIP
60
Type the subject
6
You can view your sent messages
7
Tap to send a new message securely
8
Tap the arrow to select the relevant
category for your message
You can also call us on one of
the telephone numbers listed,
access our website directly
or follow us on Twitter
11
61
You can also
access ‘Contact’
via your
dashboard
1
Scroll to the
left through the
widgets until to
reach the ‘Contact
Us and Additional
Info’ widget
You can contact us by:
1
ebanking secure message
Mobile Banking and Tablet secure message
Phone 0845 600 2882
Visiting any Danske Bank branch
Register for Danske Text Service/Account Balance Service
Call Customer Support
2
Tap the widget and
you will be brought
to the ‘Contact’
screen - follow
steps 4 – 11 above
Calls within UK
0845 600 2882*
Calls outside UK
0044 28 9004 9221
Telephone lines are open
Monday - Friday**
Saturdays & Sundays**
8am - 8pm
9am - 4.30pm
* We may record or monitor calls for your protection, to train our staff and to maintain the quality of our
ongoing service. Call charges may vary. Please refer to your phone company for more details.
62
** Except for bank holidays or other holidays in Northern Ireland when the bank is not open for business.
63
Getting started with
eBanking is easy.....
In Branch
If you visit one of our branches a member of
staff can get you logged onto eBanking there
and then and provide you with a demo of how to
use eBanking and show you what services are
available within eBanking.
Call Us
If you call us we can register you for our
eBanking service over the telephone and send
you the documents by email/post. You will then
be sent your details to log onto eBanking – you
will receive a User ID and a security card and a
temporary PIN which will be posted separately.
You need all three to log onto eBanking.
Online at www.danskebank.co.uk - You can
register for eBanking on our website. We will
post you out the documents which you sign and
return. You will then be sent a User ID and a
security card and a temporary PIN which will be
posted separately. You need all three to log onto
eBanking.
You can find our Set-up Guide for eBanking on
our website www.danskebank.co.uk/guide which
will give you step by step instructions to help you
get logged on.
www.danskebank.co.uk
64
65
Important information
You must be registered for and have logged on to eBanking using your
Access ID security to be able to use Danske Mobile Bank and Danske
Tablet Bank Apps. Danske Mobile Bank App is not available on
Windows or Blackberry. Danske Tablet Bank is available for Andriod
and iOS devices only.
You can get details of terms and conditions, fees, service
charges and interest rates that may apply to Danske Bank
personal current accounts from all our branches and on our
website at www.danskebank.co.uk
You may find the following sources of
information useful:
1. Our website www.danskebank.co.uk
2. Our leaflet “Your guide to more ways to
bank with us”
3. Our booklet “Setup guide for eBanking”
Danske Bank is a trading name of Northern Bank Limited.
Registered in Northern Ireland R568.
Registered Office:
Donegall Square West
Belfast BT1 6JS
Northern Bank Limited is a member of the Danske Bank Group
www.danskebank.co.uk
This publication is also available in
Braille, in large print, on tape and on disk.
Speak to a member of staff for details.
Correct as at 03/2015
COM194528593UK