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Why can't I see all my accounts online?

There are some accounts that we can’t 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 shouldn't be shared with anyone else, even if they're a joint account holder.

They can register for Online Services as long as they know their Coventry account number and password.

How do I send or read a secure message?

Login to Online Services and go to 'Contact Us' to see any new messages from us. You can also send us a secure message.

What’s the minimum I can withdraw online?

The minimum amount per online transaction is £1.00.

What’s the maximum I can withdraw online?

  • £50,000 per transaction to your nominated bank account
  • £10,000 per transaction to an account with another bank or building society
  • £5,000 per transaction to another account not in your name, held with the Coventry

We may change these limits or introduce additional limits at any time without notice, for example, if we suspect the service may be being abused.

To arrange a payment outside the limits, call us on 0800 121 8899. If we need further authorisation, we’ll let you know.

Can I cancel a payment online

Yes, if it’s not yet been processed, for example, if you’ve asked for it to be future-dated. To cancel a payment, log in and go to ‘Pending payments’.

Can I close my account online?

Depending on the type of account you have, you may be able to close your account online. Log in to Online Services and select the account you want to close. If the account can’t be closed, you'll see a message confirming this.

Which browser should I use?

The browser is the software that allows you to access the internet. Our website works best with these browsers:

  • Internet Explorer 8, 9 and 11
  • Google Chrome 23 and above
  • Firefox 13 and above

We strongly recommend using the latest browser version available for your operating system.

We also recommend that you download and install Trusteer Rapport. Rapport doesn't replace your anti-virus software and firewall – it works alongside them as an additional layer of protection.

Download Trusteer Rapport »

If you have any problems with Rapport, visit the Trusteer support site 

Do I need antivirus software and firewalls?

Antivirus software and firewalls help prevent unauthorised access to your computer and the information on it. It’s vital that you have both.

There are a number of things you can do to protect yourself online. Please read through our Security section for help and advice.

How do I change the display size of my screen?

If you want to make the text larger on screen, you can increase the display size. Different browsers have different settings, but you can usually find the ‘help’ option in the title bar at the top.

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

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’ll also need your password and Grid Card, along with your telephone PIN when you call us about your accounts.

How do I find my Web 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. You can reset your password online if you’ve:

  • logged in to Online Services at least once              
  • selected your security image                                      
  • registered your email address with us                    
  • set up your security questions and answers        

If you don’t have these security details, we can reset your password by post.

You won’t able to use Online Services or arrange withdrawals from your accounts by phone until your new password has been set up.

How do I use my Grid Card?

You’ll need your Grid Card to log in to Online Services. You’ll also need it when you call us to make a withdrawal from your account(s).

When you log on or call us, we'll ask for three numbers that correspond to co-ordinates on the grid.

What if I’ve lost my Grid Card?

You can order a new Grid Card online.

You won’t be able to use Online Services or arrange withdrawals from your accounts by phone until you’ve received your replacement Grid Card. Your password will stay the same.

What if my log in image and last log in date are wrong?

Whenever you log in to Online Services you'll see your last log in date and time, together with the image you’ve chosen.

If you think any of this information is incorrect, let us know immediately. Don’t enter your password or any other information.

What’s 'time out'?
 

If, after you've entered any of your security details, we don’t see any activity for 10 minutes, we assume that you've left your computer unattended.

To make sure that no one else uses your information, we 'time you out'. This means that we temporarily stop your access. 

If it happens consecutively three times, you may find that your access is blocked and you’ll need to order a new password.

Why is my access blocked?

If you enter your security or personal details incorrectly three consecutive times, we’ll block access to your accounts online and you won’t be able to arrange to withdraw money over the phone.

If your access is blocked, we’ll automatically post a form to you so you can set up a new password.

If you’ve already set up security questions and registered an email address with us, you can reset your password online.

Keep hold of your Grid Card – it’ll still work.

Why am I asked to allow pop-ups when I log in?

We use pop-ups for our application forms and calculators, so you need to enable them to access some of the information available to you.

When you log in, we’ll check to see if you have pop-ups enabled on your browser. If you don’t, you’ll see a message telling you that you’ve 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 log in using an account aggregation service?

If you use an account aggregation or money manager service, you’re passing on your security details to a third party. This means that you could be liable for any mistakes or fraud that happen on your account(s). You might also find that these services block your access to Online Services.

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