Archives: FAQ - Interactive

Yes – select ‘Change Email Address’ from the menu on the left and follow the instructions.

Yes – you can tell us your new address and phone number by sending us a secure message on Interactive. This facility can be found in the menu on the left of your Homepage.

To request a withdrawal, please click on ‘Transfers & Withdrawals’ from the menu on the left of the homepage and follow the instructions. You cannot request a withdrawal via the messaging service.

You can set up your bank details by clicking on ‘Your Bank Account’ from the menu on the left of the Interactive homepage. On the next page, click ‘Add a Bank Account’ and follow the instructions to enter your bank account details. 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.

Once you have logged on to Interactive, choose ‘Add a New Account’ from the menu on the left. Enter your savings account number in the box provided and click on the ‘Continue’ button. If you have more than one account to add, click on the ‘Add More’ button until you have recorded all of your accounts, then click ‘Continue’. You can add a joint account only if all account holders have authorised us to accept the signature of any one of them. You will not be able to view your new account details 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. 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 with Interactive and is unique to you. For security reasons, we cannot issue you with multiple User IDs, so it is not possible to re-register for Interactive. 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.

The following points might help you log in to Interactive:
• 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 (you can choose the space from the drop down list of characters as required)
• 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 by selecting ‘Security Details’ once you are logged in.

To reset your details, you will need to send us a Forgotten Password notice. You can do this from the Interactive welcome page, by selecting ‘Forgotten Your Security Details?’ from the menu on the left. We recommend that you enter a different Password and Memorable Information to those that you chose originally. Once we have received your Forgotten Password notice, we will reactivate your registration and send you a new Activation Key by post. Your User ID will not change. Please note that you must reactivate your registration within 21 days of receiving your letter.

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; you can select this from the drop-down list of characters (between the letters and the numbers).

Your registration letter contains a single-use Activation Key, which is a series of letters and numbers. You will need to use this when you activate your registration.

The Activation Key will be requested after you have input your User ID, Password and Memorable Information. Once you have successfully activated your registration, you won’t need to use the Activation Key again.

If you forget your Password or Memorable Information, you can re-set these via the ‘Forgot Password?’ button. In order to re-set your details, we will send you a new Activation Key via email. Please make sure that you use this new Activation Key to re-set your details, not the original one that was sent to you in your registration letter, as the Key is designed to be single-use and will not work a second time.