Managing your internet account
Answers to your common questions
When will I receive my username and access token?
If you're a new internet customer you'll receive your username when all relevant documents have been received. Please allow five bank working days for your username letter to arrive after your cheque has been deposited.
If you need to re-order your username letter, use our contact form. We'll then aim to respond within 48 hours.
It's possible that your email program has blocked our access token email. Check your spam or junk email folder for an email from BM Savings. You should also add BM@esavingsaccount.co.uk and info@birminghammidshires.co.uk to your email address book. After you've done this, call us on 0845 602 2828 and we'll re-issue the access token email.
If you already have an active internet account, your new account will be activated on completion of your application, and you'll receive a welcome letter confirming your account is open.
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What computer settings do I need?
Most PCs are set up correctly to use our internet savings account. However, there are some settings that prevent access. We've got the recommended settings for using our account below.
Internet Explorer 4/5: checking your security and privacy level
- Load Internet Explorer, then click on tools which appears on the menu bar at the top of the screen, then select internet options.
- Click on the security tab. Click on internet zone and then click custom level. Look for allow cookies that are stored on your computer, and then select enable. Look for accept per session cookies and select enable.
- Click OK to save the settings, then shut Internet Explorer down.
Internet Explorer 6: checking your security and privacy level
- Load Internet Explorer, then click on tools which appears on the menu bar at the top of the screen, then select internet options.
- Click on the security tab, then click internet zone, and click default level. Then, move the 'slider' to medium level.
- Click on the privacy tab, and click default level. Then, move the 'slider' to medium level.
- Click OK to save the settings, then shut Internet Explorer down.
Internet Explorer: disabling content advisor
The content advisor in Internet Explorer may stop you being able to register and move around the online system. You must disable it when using the internet savings account.
- Load Internet Explorer, then click on tools which appears on the menu bar at the top of the screen, then select Internet Options.
- Click on the content tab, and check what is listed at the top of this tab.
- If it shows disable and settings:
- You should click disable, and enter the password you selected when you turned this option on. If you can't remember the password, or didn't set it, we cannot assist with this. You'll be unable to disable the content advisor.
- The buttons will change to enable and settings.
- You can then click on OK, then close Internet Explorer.
- If it shows enable and settings:
- You do not need to change anything; this is the correct setting to access our internet easy access account.
If you rely on content advisor to restrict access to unrated websites on your PC, you should re-enable it after using the account.
If you're experiencing problems that relate specifically to the operation or setup of your internet software, please refer your queries to your internet service provider.
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What happens once I've applied online?
If you're a new internet customer
- We'll send an acknowledgement email confirming your application has been submitted and a letter confirming that your Linked Account has been set-up
- We'll send a letter asking for a cheque for the full amount you'd like to invest, a confirmation slip which you must sign and return and any identification documents that may be required
- Once these items have been returned, your cheque will be paid to your account
- We'll send a username letter and an access token email to you once your cheque has been paid in
- You'll need these to activate your account online
If you're an existing internet customer
- We'll send an acknowledgement email confirming your application has been submitted and a letter confirming your Linked Account has been set-up
- We'll send a welcome letter to confirm your account is open
- We'll request your initial payment from your Linked Account
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I'm an existing internet customer, do I still need to send in a cheque?
If you're an existing internet customer, we don't require an opening cheque from you. The amount you enter when applying for the account will automatically be taken from your Linked Account. This can take up to 10 bank working days.
How do I make payments to and from my account?
Once you've logged into your account, choose the withdrawal or deposit option and follow the instructions provided.
- Choose 'Make a withdrawal' if you want to take money out of your internet account. You won't be able to use this service if insufficient cleared funds are available, or if your account is a fixed rate bond
- Choose 'Make a deposit' to pay money into your account
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How can I see what transactions I have pending?
Once you've logged into your account, choose 'List pending transactions'. The list will show all transactions due to take place on your account.
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I made a transaction, why did it not happen?
If you tried to make a withdrawal, it may not have happened because:
- Your account did not have sufficient cleared funds at the time the request was made - check the available funds field
- You requested your transaction after 3pm. In this case it will not be shown on your account until after 3pm on the next bank working day
If these explanations don't apply, call us on 0845 602 2828 for assistance. Lines are open 8am-8pm, Monday to Saturday.
If you tried to make a deposit, it may not have happened because:
- It is not yet the date you requested the deposit to take place
- The bank details are incorrect. If so, you need to amend the details on your Linked Account (follow guidelines marked 'Your Linked Account') and make a new request for the transfer - ensuring you first allow the 14 day set up period to elapse.
- The account you've nominated as your Linked Account does not accept direct debits
- There are insufficient cleared funds in your Linked Account
If these explanations don't apply, you'll need to contact your linked bank provider directly to resolve this matter.
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If your service is temporarily unavailable and I need to make an urgent transfer, can I transact by telephone?
Yes, as long as you can satisfy security questions by telephone. Call the BM Savings team on 0845 602 2828 for assistance. Lines are open 8am-8pm Monday to Saturday. You will only be allowed to transact by telephone if the internet service is not working.
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How many transactions can I view online?
A mini statement will show you the last 10 transactions. A full statement will show you the last 500 transactions on your account.
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I've transferred an amount to my Linked Account by mistake. How can I reverse it?
You cannot reverse the payment once it's been confirmed. However, once the funds have arrived at your Linked Account, you can follow the procedure to make a deposit to pay the funds back to your savings account.
This process is subject to the usual timescales of four bank working days for each transaction.
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Can I print out a statement from my account?
Yes. You'll need Adobe Reader to view and print your statements.
Download Adobe Reader >
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Why can I not print my statement?
Don't click the print button on your browser to print the page. To print a statement, press the print button on the internet savings screen. It is shown on the mini statement and full statement pages.
When you press the print button, a new window will open and a PDF version of your statement will be displayed.
If the window doesn't open, try holding the CTRL key when you click on the print link. We're unable to provide any help on how to disable any pop-up blocker software.
If you receive an error message saying the file is damaged, a dialogue box that states that there is a problem, or the pop up window stays white, you may have a problem with the software installed on your computer. Check that you've got the most recent version of Adobe Reader.
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How do I change my postal or email address on my internet account?
Call us on 0845 602 2828. We'll ask you some security questions about your account, and take your change of address details from you.
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How do I change my postal address on my internet account as I'm moving abroad?
If you're moving outside of the UK, you will be able to view your internet account online, but you won't be able to carry out any account activities. You can transfer your savings to one of our postal or telephone accounts. Call us on 0845 602 2828 for more information.
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I keep on being sent to the login page, or I get messages about being logged out
This is because your browser settings are not correct. You may have some items switched on that prevent you accessing the BM Savings internet savings account. Please read the question under 'What computer settings do I need?'
If you're experiencing problems that relate specifically to the operation or setup of your internet software, please refer your queries to your internet service provider.
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Is it possible for anyone to log-on using my password?
For someone to log-on as you, they would need to know your username, password and one other piece of memorable information. Always keep your password secret, never write it down or save it on your computer. If you think someone else knows your password, you must change it immediately online and inform the Internet Savings Team on 0845 602 2828. Lines are open 8am-8pm, Monday to Saturday.
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The system will not accept my new password?
Your new password must be a combination of letters and numbers. The numbers must appear throughout the password rather than at the start or the finish. It must also be a minimum of six characters, and be different from your username.
If the password you've tried to set up satisfies these requirements and the problem persists, call us on 0845 602 2828 for assistance. Lines are open 8am-8pm, Monday to Saturday.
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Why has my access to the online service been locked out?
Access may be suspended if you've exceeded the number of attempts to correctly enter your security details. Call us on 0845 602 2828 for assistance. Lines are open 8am-8pm, Monday to Saturday.
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I am using AOL and having trouble viewing my account or registering.
This can sometimes happen if you use the browser supplied by AOL. To get around this, connect to AOL, minimise the program, then launch another internet browser programme on your computer.
If you're experiencing problems that relate specifically to the operation or setup of your internet software, please refer your queries to your Internet Service Provider.
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I can access the web site but I'm having trouble logging-in, what should I do?
Check that you've entered your security details exactly as requested. If you're still experiencing difficulties, call us on 0845 602 2828 for assistance. Lines are open 8am-8pm, Monday to Saturday.
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Does the account have to be in my sole name?
Our internet savings accounts can only be operated in a sole name. We do offer an attractive range of non-internet savings accounts that are available for joint account holders. Contact our BM Savings team on 0845 602 2828 for further information, or find out more in our savings accounts section.
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