In order to withdraw or transfer money using the online service, you need to register the details of the account to which you want to transfer money. You can only register one account and it must be a UK bank or building society account held in your name (or, if you have a joint account, the name of one of the account holders).
You can set up your bank details by clicking on ‘Your Bank Account’ from the menu on the left of the homepage. It can take up to two working days to process your request and verify the details. If we need more information to do this, we will contact you. You will not be able to make a request to send funds to your bank account until we have verified the details.
If you wish to change the account to which you make transfers, you will first need to delete the details of the account that you had previously registered. You can only do this if you have no outstanding withdrawal/transfer requests.
You can use the online service when placing a 35-Day Notice or 90-Day Notice account on notice for a withdrawal. For all other notice accounts, you will have to request a withdrawal on notice by completing a Withdrawal/Notification Form or by sending us a signed letter. You can download the form from www.ecology.co.uk/savings/forms.
You can withdraw money from your account by electronic payment to a bank account, by requesting a cheque made out to the account holder or by making a transfer to another account that you hold with Ecology.
To request a transfer or withdrawal via the online system, please click on the ‘Transfer’ button for the relevant account and follow the instructions. Please note, you cannot request a transfer or withdrawal via the messaging service.
Before you transfer money to another account using the online service, you will need to have registered the details of the account to which you wish to transfer the money (see, ‘How do I register my bank details?’). This must be a UK bank or building society account in your name or, if you hold a joint account, the name of one of the account holders.
In any one request, the minimum amount you can withdraw/transfer is £25.00 and the maximum is £25,000.00. There needs to be enough money in your account to cover the withdrawal/transfer and the request must not take your balance below the minimum required to keep your account open.
When entering the amount that you wish to transfer or withdraw, please enter only numbers and a decimal point into the box (e.g. to withdraw/transfer two thousand five hundred pounds, enter: 2500.00).
Once you have logged on to the system, go to ‘Home’ in the left-hand menu and choose ‘Add Account’ at the top of the page. Enter your account number in the box provided and click on the ‘Add’ button. If you have more than one account to add, repeat the process until you have recorded all of your accounts.
You can add a joint account to the system, however, you will only be able to make online transfers using this account if all account holders have authorised us to accept only one signature for transfers. If multiple signatures are required, you will be able to use the online service to view your joint account, but not to make transfers.
Please note, you will not be able to view the details of newly added accounts immediately, as it takes up to two working days for us to process your request and verify your details.
The system will only reject your login details if some information is entered incorrectly. If you enter the incorrect log in details five consecutive times, your online account will be suspended and will need to be unlocked. We understand this can be frustrating and we will do everything we can to help you. Your User ID is created when you first register for the service and is unique to you. For security reasons, we cannot issue you with multiple User IDs, so it is not possible to re-register. If you are having difficulties with the system, please contact us – we will be happy to talk you through the login process while you are online.
If you forget your Password or Memorable Information and are locked out of your account, you should click the ‘Forgot Password?’ button on the welcome page. You will then be taken through the on-screen process for resetting your details. We recommend that you enter a different Password and Memorable Information to those that you chose originally. After clicking the ‘Reset Password’ button, you will receive an email containing an Activation Key, which will enable you to unlock your account. Your User ID (‘Username’) will not change. Please note, you must reactivate your account within 21 days of receiving your Activation Key.
The following points might help you log in:
- Check if you have inputted correctly your User ID number, which you’ll find in the letter that was sent to you when you first registered for the online service
- When creating your Password and Memorable Information, please remember that the system is case sensitive
- If you used spaces in your Memorable Information, these will be counted as characters
- The Activation Key will only be required when you first log on and you will only be asked to enter it after you have successfully entered your User ID, Password and Memorable Information
- The Activation Key is not your Password
- If you find your Password or Memorable Information hard to remember, you can change them at any time. To do this, log in to your online account and click on your name where it appears at the top of the left-hand menu. From here, you can change your login details by selecting ‘Security Details’ and choosing the appropriate option.
If you forget your Password or Memorable Information and are locked out of your account, you should click the ‘Forgot Password’ button on the welcome page. You will then be taken through the on-screen process for resetting your details. We recommend that you enter a different Password and Memorable Information to those that you chose originally. After clicking the ‘Reset Password’ button, you will receive an email containing an Activation Key, which will enable you to unlock your account. Your User ID will not change. Please note, you must reactivate your account within 21 days of receiving your Activation Key.
You can use separate words within your Memorable Information, but please remember that the space between the words counts as a character. When you log on, you will be asked to enter specific, numbered characters from your Memorable Information and you should include the spaces when you count. This also means that sometimes the character you are asked to enter will be a space character.
