FAQS

FAQS

How will we receive upgraded smartcard readers?

 

We will begin to provide upgraded card readers for your active Smartcard users from early July to mid August.

For users who have never been issued a Smartcard (e.g they have a Bankline role to simply view account information or key payments on Bankline) we’ll communicate the process of how these users can order a new smartcard and reader in July.

You may have users who have been issued a smartcard but don't use it. They, or anyone who has lost their issued smartcard (or cannot remember their PIN), can have one ordered for them now by your Bankline administrator, and keep it safe until they receive the upgraded card reader. 

We'll communicate full details of the changes nearer to the delivery date of your new card reader. 

What is different about the new readers?

 

The new readers will incorporate a QR (Quick Response) code reader. Bankline will display an encrypted QR code, which you'll scan with the reader.

The reader shows the details of the transaction and if you're happy with what you see, you'll simply enter the smartcard PIN. The reader displays the response code that you enter back into Bankline.

The response code is then verified and the transaction authorised.  

If I don't receive my cards or reader, what is the impact?

 

All users will need the new upgraded card readers to be able to log in from September, which is why it is important that all Bankline contact addresses are up to date.

After 14 September, you may not be able to log in or make payments in Bankline if you do not possess a smartcard and new QR reader. 

 

What about users who don't need a smartcard at the moment?

 

From mid August all customers will be able to order a Smartcard, PIN, and card reader for these users so that they can continue to log in after September. More information on this process will follow in July.

When you order a replacement smartcard for an existing user we won't automatically issue another card reader with it. 

 

Will users be sent a new PIN?

 

Anyone with an existing card and reader will not need a new PIN. Only users who do not use a Smartcard today will need a Card, PIN and Reader, we will update on how and when this can be done in July.

When will we have to start using the upgraded QR reader?

 

The change to using the upgraded QR reader will be phased in over a period of weeks. Customers will receive their new card readers from early July to mid August prior to September 2019.

We will be phasing the new process in during August and September and you will be advised of when you can start using them to log on, and authorise actions using a QR code.

From the 14th September all Bankline users must then use their Smart Card and upgraded QR Reader to log onto Bankline and authorise payments.

Will the upgraded QR card readers be used for authorising payments?

 

Yes. As well as logging in, you'll use the new readers for authorising payments, and for anything else in Bankline that currently requires smartcard authorisation. For example, making administration changes

Will there be any changes to pages within Bankline?

 

From a customers perspective you will see changes to the log in screens and wherever else Bankline requires a smartcard to authorise an action.

You will see the QR code displayed underneath the details of the action being authorised. 

Are the new readers handheld or require USB plug in?

 

The readers are handheld and use AAA batteries. Simply replace these as required; you wont need to order a new reader.

You may receive a reader that has a battery door that is secured with a screw. You can remove this with a small screwdriver.

No software update is required. 

Do I need to return current card readers or destroy them?

 

When you received your new card reader we will let you know how you can return your existing card reader for recycling.

Will there be a cost implication for the customer?

 

There will be no charge to you for the upgraded card readers.

How do I know if I will get a new card reader automatically?

 

We will be prioritising users who are actively logging on to Bankline. If a user has have not logged in within the last 13 months the user will not be sent an upgraded card reader.

If the user requires a new card reader because they are going to start using Bankline again, your local Bankline administrator will need to order one for the user.

Set Tab for lightbox