Archives: FAQ - Interactive

You cannot request the closure of your account via Interactive. To close your account we need your signed instructions, either on a Withdrawal/Notification Form or a signed letter. You can download the form from www.ecology.co.uk/savings/forms. Please post this notification to us along with your account passbook (where applicable).

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.