Start Up Questions
Q. How do I arrange access to e-banking@crownagents?
A. You need to contact your account manager who will send you some forms to complete and return or alternatively complete the online forms on our website which will then be forwarded to you for signature.
Q. How long will it take to set up a connection?
A. Once you have completed and returned the necessary forms you will be informed of your user identity and password and provided with a start-up disk, which will permit immediate access.
Service Questions
Q. Will the Banks other services still be available if I become a user of
e-banking@crownagents?
A. All Crown Agents Bank services will also continue to be available through the usual means of communication, including those accessible through
e-banking@crownagents. At present not all Crown Agents Bank's full range of services are available through e-banking@crownagents, but additional services to those currently offered may become available in the future.
Q. What will e-banking@crownagents cost me?
A. At present no set charge for e-banking and there is no intention to raise charges additional to those for existing business.
Q. Will I be able to use the system at any time?
A. e-banking@crownagents is be available 24 hours/7days a week. If the system is going to be off-line for maintenance or other reasons for a significant period of time you will be notified in advance.
Q. What will I do if e-banking@crownagents is not available due to systems or communications problems?
A. In the unlikely event that there is a system problem, or that you are unable to connect to the internet, the normal means of contacting your account manager i.e. by fax, telephone, etc. will remain available.
Technical Questions
Q. What equipment do I need to access e-banking@crownagents?
A. The minimum requirements are a personal IBM compatible computer Pentium 133; RAM 64mbs; 25mbs free disk space; 33.6kbs modem running under Windows NT4, 2000 or XP and Internet Explorer version 6.00.
Q. What software do I need to access e-banking@crownagents?
A. You require Microsoft Internet Explorer version 6. The remaining software will be sent to you on a CD-ROM or can be downloaded from our server when you first use the system. The system works on Windows NT4, 2000 and XP SP1/SP2 Home or Pro.
Q. Can I access e-banking@crownagents using other software?
A. We continue testing the system on other versions of software. However, Netscape Navigator has been found incompatible. Contact your Crown Agents Bank account manager for up to date details.
Q. How do I connect to e-banking@crownagents?
A. Connection is made through the internet via a Crown Agents Bank web page.
Security Questions
Q. Is security effected purely by user ID and password, or are there limitations on the PCs that can be used?
A. There are no limitations on the PCs a user can use provided the PCs have the required specification and run the required version of Microsoft Internet Explorer. Security is built into e-banking@crownagents through user Ids, passwords and digital certificates. It is important for customers to enforce procedures to protect that information.
Q. What will I do if I, or one of my staff, forget their password for
e-banking@crownagents?
A. In the event that a password is forgotten the individual must contact Crown Agents Bank for it to be changed. The individual will then be telephoned and asked questions on personal information previously supplied to Crown Agents Bank in order to verify their identity. They will then be notified of the new password, which must be changed immediately they next sign into e-banking@crownagents.
Q. Can other people see the information I enter in a payment instruction?
A. The only people who will be able to view your instructions are those individuals within your organisation authorised to use e-banking@crownagents and Crown Agents Bank employees who are authorised to comply with your instructions.
Q. Can individual users be given view only permission?
A. Yes, this is one of the flexible options available to clients.
Q. Can permission to set up payee details in the payment templates be limited?
A. Yes, it is for customers/account holders to decide the degree of access granted to their staff/users
Q. What stops others accessing my account on the system and can balance and information about my account be intercepted by other internet users?
A. e-banking@crownagents employs the latest encryption routines which ensure that the information can only be read by you and Crown Agents Bank, provided that you maintain security control of your user identity, password and any digital certificates issued to you.
Q. Does the system log all transactions for audit trail purposes?
A. Yes.
Q. Can authority to make payments be limited to payees for whom templates exist?
A. Yes, this is for the customer to decide.
Q. Is the information in e-banking@crownagents stored in a secure fashion?
A. All information is held in accordance with the UK Data Protection Act 1998.
Q. Where the customer separates the authorities to input and authorise payments how is the status of a payment that has been input but not yet authorised shown in the status field?
A. "New Unauthorised"
Q. If the customer has a number of users who input instructions can the authoriser easily identify the user who input the instruction.
A. Yes, the user who input the instruction is shown on the authorisation screen.
Functionality Questions
Q. Is there any restriction on the value of the transaction that I can put through e-banking@crownagents?
A. There is no restriction on the value of transactions. However, for transactions involving two currencies exceeding British Pounds 125,000 or the equivalent, we suggest you contact your account manager for a quotation.
Q. Does e-banking@crownagents restrict the currencies in which payments can be made?
A. Transactions are restricted to the major currencies, as published from time to time, in which Crown Agents Bank deals.
Q. How long does it take Crown Agents Bank to action a transaction?
A. Action will be taken within Crown Agents Bank's normal working hours, as soon as possible after receipt of the instruction.
Q. Is there any restriction in e-banking@crownagents to prevent me setting up payments in advance of the payment date?
A. Payments can be set up in advance of the payment date, however, it may not be possible for Crown Agents Bank to honour exchange rates displayed at the time the transaction was input. If Crown Agents Bank cannot adhere to the rate you will be notified and will be able to instruct, continuance or cancellation of the payment.
Q. Can you limit the value of payments a user is authorised to make through e-banking@crownagents?
A. Controls on the value of transactions can only operate as part of the internal procedures of a customer as they cannot be enforced through e-banking@crownagents.
e-banking@crownagents will allow user permissions to be set up according to customer instructions so that individual users can view, input and/or authorise instructions.
Q. When our payment instructions are processed how are the fees applied?
A. The application of any charges can be set up according to customer requirements, but normally the charge for each payment is debited at the time of payment and will be shown as a separate item on the account statement.
Q. Do I have to use e-banking@crownagents for some/all of my account transactions?
A. It is entirely up to you to decide what transactions to put through
e-banking@crownagents
Q. What is the difference between the capture date and the value date?
A. Capture Date = Input Date, Value Date = Payment Date (or the date an item is brought to account for interest and statement purposes)
Q. Can I prepare transactions off-line in order to reduce telephone costs?
A. No - it is necessary to be connected to e-banking@crownagents in order to input transactions. However, connection time can be reduced by ensuring you have all the necessary information to hand at the time of access or by use of payment templates.
Q. Does the system indicate when an account would become overdrawn and block further transactions?
A. e-banking@crownagents shows the effect on account balances when entering transactions including a negative balance. It does not block the input of a transaction that would overdraw an account. However, Crown Agents Bank may decline to process such transactions and will notify you in such circumstances.
Q. How long is information kept on e-banking@crownagents?
A. At present it is planned to hold information for six months. Information older than six months can be obtained on request from Crown Agents Bank.
Q. What reporting tools are provided?
A. Individual screen prints can be made locally or account transaction information can be easily downloaded into a spreadsheet for analysis.
Q. Can I transfer funds from my account in e-banking@crownagents to an account for another Crown Agents Bank customer?
A. To transfer to another customer's account use the payment type "MT103 SWIFT payment ad hoc". Enter the other customer's account name in both the beneficiary name and the first address line and enter their Crown Agents Bank account number in the beneficiary account field.