Help and information

Find the answer to your questions about Online Services. If you need more help please give us a call.

Questions about logging in

What are my Security Details?
How do I find my Wed ID?
What do I do if I've forgotten my password?
How do I use my Grid Card?
My login image and last login date are wrong?
What is time-out?
Why is my access blocked?
Why am I asked to allow pop-ups when I login?
Can I login using an account aggregation service?

Questions about using Online Services

Why can't I see all my accounts online?
Can I add another user to my Online Services?
How do I send or read a secure message?
What is the minimum amount I can withdraw online?
What is the maximum amount I can withdraw online?
Can I cancel or amend a payment online?

Technical questions

Which browser should I use?
Do I need to use antivirus software and firewalls?
How do I change the display size of my screen?

You might also find these sections useful.

Features and benefits of Online Services >>
Introduction of Grid Cards >>
Help and advice about staying safe online >>
Download free Rapport security software >>

What are my Security Details?

Your Security Details are made up of a Web ID and Grid Card that we post to you and a password that you choose.

You'll need your Security Details every time you login to Online Services. You will also need your password and Grid Card, along with your telephone PIN when you telephone us about your accounts.

How do I find my Wed ID?

You can retrieve your Web ID online provided that you have your other Security Details to hand.

What do I do if I've forgotten my password?

If you've forgotten your password you'll need to set up a new one. To do this please order a password re-set form, which we will post to you straightaway.

You will not be able to use Online Services or arrange withdrawals from your accounts by telephone until you have sent this form back to us and we have re-set your password.

Once your new password has been set up (usually within four days of returning the form to us by post) you will be able to login to Online Services and arrange to make withdrawals from your account by telephone.

How do I use my Grid Card?

You will need your Grid Card to log in to Online Services. You will also need your Grid Card when you telephone us to make a withdrawal from your account(s).

If you have lost your Grid Card and need a replacement you can order a new Grid Card online. You will not be able to login to Online Services, or arrange withdrawals from your accounts by telephone, until you have received your replacement Grid Card. Your password will remain unchanged.

My login image and last login date are wrong?

Whenever you login to Online Services you'll always see your last login date and time together with the image you have chosen. If you think any of this information is incorrect please let us know immediately. Do not enter your password or any other information.

What is "time out"?

If, once you've entered any of your Security Details, we can't see any activity after 10 minutes we will assume that you've left your computer unattended. To make sure that no one else uses your information we will 'time you out' which means we will temporarily stop your access. If this happens on three consecutive occasions you may find that your access is blocked and you will need to order a new password.

Why is my access blocked?

We will block all access to your accounts online and on the telephone if any of your Security Details, including your personal details are entered incorrectly three consecutive times, or if you time-out.

If your access is blocked we will automatically post a form to you to enable you to set up a new password. Please hold on to your existing Grid Card as you can continue to use this once your new password has been set–up.

Why am I asked to allow pop-ups when I login?

We recommend that you enable pop-ups from www.coventrybuildingsociety.co.uk, as you will find it easier to access some of the information available to you. We use pop-ups to take you to our application forms and calculators.

When you login we will check to see if you have pop-ups enabled on your browser and if not, show you a message telling you that you have blocked pop-ups. If you prefer not to enable pop-ups from us, you will still be able to use Online Services, but you won't be able to see some of the help sections that appear in a pop up window.

Can I login using an account aggregation service?

We strongly recommend that you only ever access your Coventry account(s) by entering you Security Details directly onto our website.

If you do pass on your Security Details to an account aggregation or money manager service, you may be liable for any fraud or mistakes that happen on your account(s). You may also find that these services block your access to Online Services.

Why can't I see all my accounts online?

There are some accounts that we are unable to show you online, for example accounts that you manage in someone else's name, or charity accounts.

Can I add another user to my Online Services?

No, your online access is unique and should not be shared with anyone else even if they are a joint account holder. If you know someone else who would like to register to use Online Services, provided they know their Coventry account number and password they can register for online access straightaway.

How do I send or read a secure message?

What is the minimum amount I can withdraw online?

The minimum amount per transaction online is £1.00.

What is the maximum amount I can withdraw online?

A limit of £5,000 per transaction will apply to all online withdrawals, other than to your nominated bank account or another Coventry account on which you are named.

If you wish to make a payment over £5,000 you will need to contact our Customer Service Centre or visit one of our branches as additional authorisation will be required.

Can I cancel or amend a payment online?

You can cancel or amend a payment if it has not yet been processed, for example, if you have asked for it to go on a date in the future. To cancel a one-off payment that you have set-up please login, go to 'Money out' and then click on 'Pending Payments'.

To cancel a regular payment please login, go to 'Money Out' and then click on 'Manage my regular payments'.

Which browser should I use?

Provided your browser supports Java (or active scripting) and cookies you should be able to use Online Services. Both Java and cookies are standard with the most popular browsers such as Microsoft Internet Explorer.

You can find out more about your browser by clicking your browser Help option which is usually displayed in the bar at the top of your screen.

Browsers are constantly being updated and improved and software companies periodically issue updates (or patches) to their current versions. It is important, not only from a security point of view, but also to make using the web more enjoyable, that you install any updates to your browser recommended by the supplier.

To find out if you will be able to use Online Services with your browser please click on the browser check.

Browser check>>

Do I need antivirus software and firewalls?

It is absolutely essential that you protect your PC with suitable antivirus software and a firewall as both of these will help to prevent unauthorised access to your PC and the information on it. Please read through our Security section for help and advice about protecting your PC.

How do I change the display size of my screen?

If you would like to increase the display size of our website for example to make the text larger please visit your browser Help option which is usually displayed in the bar at the top of your screen.

Alternatively clicking F11 on most standard keyboards will have the same effect.

Coventry Building Society is authorised and regulated by the Financial Services Authority (FSA reference no: 150892 www.fsa.gov.uk). The Society is a member of the Building Societies Association. This site is intended for UK residents only. Coventry Building Society. Registered Office: Economic House, PO Box 9, High Street, Coventry CV1 5QN.

Our advisors are available Monday to Friday 8am-8pm, Saturday 9am-5pm, Sunday 10am-4pm, telephone self-service available 24 hours a day, 365 days a year. Contact your service provider for details of call charges, as costs may vary. To maintain a quality service, calls made to and from Coventry Building Society may be monitored and recorded.