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Frequently Asked Questions about accounts and transactions

How can I print transactions?
  • To print a single transaction, take the following steps
    Go to Accounts. Click an account to select it. Click the transaction you want to print. Then click 'Print transfer'.
  • To print multiple transactions, take the following steps: 
    Click on the relevant account in your account overview. You will then be taken to your transactions for that account. Click 'account options’ in the top right-hand corner of the screen. Select 'download statements’ or 'download transactions’, then print the overview.
Why is my payment not displayed in my list of transactions?

Sometimes a payment order cannot be processed, for example, if there were insufficient funds in your account at the time of the transfer. A payment may also take longer to process, for example, if you are transferring funds to a foreign account. You can see if your payment has been rejected or is still being processed by taking the following steps: 

  • Under Accounts, click the account you used to make the payment. 
  • Then in the far-left of the screen, click 'In progress’ or 'Rejected'.
Where can I find a list of scheduled payments?

The following list shows where you can find overviews of payments scheduled to be debited from your account in the near future:

  • Direct debits: 
    Under Accounts, click the account you are using for the direct debit. Then in the far-left of the screen (under the yellow button), click 'Direct debits'. An overview will be displayed of direct debits to be debited from your account in the next 24 hours, rejected direct debits, and direct debits that have already been processed.
  • Standing orders: 
    Under Accounts, click the account you are using to make the payment. Then in the far-left of the screen, click ‘Scheduled and standing’ > 'Show all’ > 'Standing orders only'.
  • Transfers scheduled for a later date: 
    Under Accounts, click the account you are using to make the payment. Then in the far-left of the screen, click ‘Scheduled and standing’ > 'Show all’ > 'Scheduled transfers only'.
How can I view the total balance for my accounts?
Go to 'Accounts' > 'Select the three dots next to Account overview and select more settings', then check the box ‘View total balance’ on the left of the screen.
How can I rearrange the layout of my account overview?

Go to 'Accounts' > 'Select the three dots next to Account overview and select more settings. Here, you can do the following:

  • Arrange your accounts in the order you prefer. 
    Hover your cursor over one of your accounts. A hand should appear. Hold down the left mouse button and drag the account up or down.

  • Select the accounts you do and do not want to appear in your overview. 
    Hover your cursor over one of your accounts. A hand should appear. Hold down the left mouse button and drag the account to 'Visible in outline’ or 'Not visible in outline'.

  • Give your accounts more convenient names. 
    Click the account and then click once in the name field. Change the name and click 'Save'.

  • Add a photo to make your account more recognisable. 
    In the left of the screen, click the small black arrow underneath 'Way of presenting the accounts'. Select ‘Advanced: with images’. Then select the green pencil next to the account to which you want to add a photo, and follow the instructions.