Bankline

Faqs

How will we receive upgraded smartcard readers?

We will provide upgraded card readers for your active smartcard users over the summer. 

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. 

For users who have never been issued a smartcard (for example, they have a Bankline role to simply view account information or key payments) we'll communicate the process later on. 

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 card and new QR reader.

 

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

Later in the year, you will be able to order a smartcard, PIN, and card reader for these users so that they can continue to log in. More information on this process will follow.

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?

Users 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'll update on how and when this can be done in the future. 

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

We'll be sending the upgraded QR code readers out over the summer. They can be used straightaway as they work with the existing authorisation processes too. 

We will phase the new processes in during August and September. We'll let you know when you can start using them to log in and authorise actions using a QR code.

From 14 September all Bankline users must then use their smartcard and upgraded QR reader to log in to Bankline and authorise payments. 

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

Yes. As well as logging in, the new readers will be used 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 customer's 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 taken. 

Are the new readers handheld or require USB plug in?

The readers are handheld and use AAA batteries. Simply replace these as required; you won't 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?

We are exploring recycling options and will communicate more details later on. 

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 actively log in to Bankline. Users who have not logged in within the last 13 months will not automatically be sent an upgraded card reader. 

If they require one because they are going to start using Bankline again, your local Bankline administrator will need to order one for them.