Santander Connect Help Centre

Administrators have the ability to create new users. To add a new user to your service please follow our quick guide here, or follow the instructions below:

• Step 1. Navigate to the ‘Administration’ tab and select ‘Manage Users.’
• Step 2. Select ‘Create new user’
• Step 3: Enter the users personal details (fields marked ‘*’ are mandatory) and press ‘continue’
• Step 4: Select the user’s roles and press ‘continue’ this will determine what the user has access to online.
• Step 5: Select your users preferred mailing location
• Step 5: Order your user a security device (Only required for users who can authorise transactions)
• Step 5: Use your security device to create the new user. Signature Authentication is always required when creating a new user

Your new user will now receive their log on details to their registered email address.

Suspending a user means that you be temporarily suspend a user’s access to online banking. Perfect for employees who may be absent for a length of time and will not need access to your company’s online banking but you do not wish to delete their user entirely. Administrators have the ability to suspend users.  

Once suspended you will need re-activate your user in order for them to access your online banking. 

To suspend a user please follow the instructions below:

• Step 1:  Navigate to the ‘Administration’ tab and select ‘Manage Users.’
• Step 2: Select the desired user by clicking their User ID from the Manage Users menu.
• Step 3: Once in the user's profile, select ‘Suspend User’ from the Options menu at the bottom of the page.
• Step 4: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user

Deleting a user permanently removes a user’s information and records from your online banking service. Administrators have the ability to delete users.

To delete a user please follow the instructions below:

• Step 1:  Navigate to the ‘Administration’ tab and select ‘Manage Users.’
• Step 2:  Select the desired user by clicking their User ID from the Manage Users menu.
• Step 3:  Once in the user’s profile, select ‘Delete User’ from the Options menu at the bottom of the page.
• Step 4: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user

This is the maximum payment amount that the user is allowed to authorise.

User roles define what accounts and services your users have access to online. These can be changed at any time by administrator users. Depending on your online service you will be able to select a number of standard predefined master roles, or alternatively you can create a customised customer user roles unique to your business needs.

• Master roles: These are pre-defined roles designed around typical roles within a company and are ready for immediate use. You cannot change or edit these, but you can copy them to quickly create your own role with similar services.
• Customer roles: These are roles created by you, based on the different services and functionality required for the day to day responsibilities of your users

To create a new user role please follow the instructions below:

• Step 1: Navigate to the ‘Administration’ tab and select ‘Manage roles.’
• Step 2: Enter a name for your user role.
• Step 3: Select the services that you would like your user role to be able to access online.
• Step 4: Select the accounts that you would like your user role to be able to access online.
• Step 5: Use your security device to authenticate the transaction. Signature Authentication is always required for adding, editing or deleting a user

Once confirmed your new user role can be assigned to any of your users.

Yes, bills and invoices for your accounts can be seen in the “View Notifications” tab.

You can search for your bills by date, by account or by bill type (online or transactional) and your bills can be exported in a PDF format for printing or reconciliation outside of Santander Connect.

• Scheduled statements
• Basic balance reports
• Basic account activity reports
• Advanced account activity reports
• File repository services (Connect Plus only)

You can opt to ‘go paperless’ and only receive statements online from the scheduled statements screens.

A basic summary of your recent account activity and transactions can be exported in CSV or PDF format from the ‘account activity’ screens

To export a basic summary of your recent account activity and transactions please follow the instructions below:

• Step 1: Navigate to the ‘Account information’ tab and select ‘Account Activity.’
• Step 2: Select or search for an account.
• Step 3: At the bottom of the account activity screen select ‘Export PDF’ or ‘Export CSV’

The file layout for a CSV account activity report is below:

An example basic account activity report can be found here.

The file repository provides a range of more advanced data export facilities that offer a convenient and flexible way to obtain balance and transaction data to meet your reconciliation needs.

Once exported, these data files can be used in your own accounting and enterprise software.

To access these services you will need to be assigned the appropriate access by your Administrator. These services include

You can define your own file content and layout using our custom export facility. This can also be used across multiple accounts using a custom date range.

To create a custom export profile, select the Data Export & File Repository menu from the Account Information header menu. Then select the option Create Customised Data Export. 

You will need to complete the Data Export Information, fields marked with an * are mandatory:

1. Description, a unique name that you can assign to this export profile.
2. File Name, a unique name assigned to the created file.
3. File Format, this is the format of the file that you want to create. The options available include:
   1. Tab separated value, the fields within each record will be separated by tabs.
   2. Comma separated value, the fields within each record will be separated by commas.
   3. Semicolon separated value, the fields within each record will be separated by semicolons.
   4. Fixed length Value, the fields within each record are presented in a fixed length.
4. Content, this field determines the content and fields available in the file. You can select from prior days summary, prior days detail, current day summary, current day detail, both days summary and both days detail. The section on custom content availability illustrates the fields available per content type.
5. Negative sign on amounts, this check box can selected to apply a negative sign on debit entries in the data file generated.  This is an optional feature.

Next, select the accounts you require to be reported in the file. To select single or multiple accounts simply tick the box on the left located next to each account. For additional accounts to be added that are not listed, use the navigation buttons to review additional account listings.

Select the date range over which you require the data in the file to cover. Two options are available:

1. Specify an actual date range using the calendar feature
2. Choose from the options available under the relative date range.

Please note that some combinations of dates may not be appropriate to the content selected and the service may prompt you to select alternative options that are compatible.

With the Customised Export Profile, you have the option to define exactly which content you require in the data file and the position of this data relative to the format selected. Select the Customised Data Export button to access this feature.

You can define the exact content by choosing the fields required and their relative position in the file with additional options to sort by specific fields . The fields available depend on the type of content chosen, a description of all available fields are detailed below:

You can also specify an Amount Range which will apply a specific filter to the value of transaction entries presented in the file. This depends on the content type chosen.

Once you have defined the custom export profile, select Save to continue. You will then be asked to review the details specified before confirming. Select Confirm to finalise the export profile then select Return to Data Export Profiles. To schedule the download of your newly created Export Profile please refer to the section Scheduling an Export Profile.

As well as creating new Customised Export Profiles, you can also edit and delete existing export profiles under the Action column in the Data Export Profile menu.

A dedicated file repository portal that centralises all of your data files in one convenient place following their creation – this houses all your standard export files, custom export files and electronic statement arrangements. Here you can access and download all the data files you have created.

The file repository contains all the data files you have scheduled for delivery and from here you can download the file. You can filter the data file by category, or by default, view all the data file that are available to you. 

The fields listed include the following details:

• File Name, this is the name of the file you defined in the standard or custom export profile. For Electronic Statement Arrangements (Electronic Statements and Bill Payment files) - this is the unique arrangement number
• Category, this is the type of Data File (Standard Data Export, Custom Data Export, Electronic Statements and Bill Payment).
• Date/Time available, this is the date and time that the data file was made available in the file repository for download (as per your data export schedule or prescribed electronic statement arrangement). 
• File Size, this is the size of the data file generated, presented in kilobytes (KB).
• Status, this is the current status of the data file generated – Downloaded (file already downloaded) or Available (awaiting download).

You can select ‘Download ‘to access the data file and save it to your computer. You can also select ‘View Download History ‘to review when the file was last downloaded and by which user.

Please note: All data files will be available for collection in the file repository for up to 56 Days.

The differences between Santander Connect and Santander Connect Plus can be found here within the Santander Connect online banking help center.

Yes you are free to move back to your previous Santander Connect service at any point and the fees will apply from the first day you are registered to use Santander Connect Plus based on the number of accounts and users registered for the service at that time.

Santander Connect does not support this particular customisation feature as there is only one payment role and that contains all the payment services available.

Payment authorisation limits can still be applied to users. However, your users will still have access to key and authorise payments up to their specified authorisation limit.

Yes, administrative settings and information will be retained such as payments limits, payment preferences, user details and account preferences. However, the user role and service assignment will change following a switch from Santander Connect Plus to Santander Connect as there are only three master roles available in Santander Connect - users will be automatically assigned a role that best matches their current service assignment.

All online banking service fees are calculated at the end of each calendar month and automatically applied to your nominated account. Your nominated account will not change when you switch. You may choose to change your nominated account at any time by calling the Help Desk on 0800 085 1580.

Once switched you will receive a welcome message when you first log into your new Santander Connect Standard service. This message will inform you that the switch was successful.

Yes. We will continue to develop and improve the online experience for both Connect Standard and Connect Plus. Details of future enhancements to the online platforms will be communicated at a later date.

All online banking service fees are calculated at the end of each calendar month and automatically applied to your nominated account. Your nominated account will not change when you switch. You may choose to change your nominated account at any time by calling the Help Desk on 0800 085 1580.

During the switch from Santander Connect Plus your users will be automatically assigned one or more of the three master roles available in Santander Connect, based on the types of services they are currently assigned.

As an example, a user in your company with a role that only allows them to key and authorise payments in Santander Connect Plus will automatically be assigned the Key and Authorise Payments master role following the switch to Santander Connect. A user with a role that allows them to undertake administrative services such as managing users will automatically be assigned the Admin Lite master role.  For users with a role that allows them to view balances and transactions, they will be automatically assigned the Account Operator role.

Before you switch you will need to;

1. 1. Authorise any payments you have awaiting authorisation. Any payments not authorised
2. 2. Take copies of any files you need that are stored in the file repository.
3. 3. Make a note of any future dated payments. Any future dated payments will not be switched to your new service. These will need to be re-entered into your new Connect service.

No. Any future date’s payments will not be switched to your new Santander Connect service. Please make a note of any future dated payments as these will need to re-entered into your new Santander Connect service once you have been switched.