Santander Connect Help Centre

Our online help centre is always here when you need it.

Switching Santander Connect services

You can now switch between the Santander Connect and Santander Connect Plus online service depending on the needs of your business.

The list of frequently asked questions below will help you in selecting the most appropriate online banking service to meet your needs and to answer any questions you may have when switching your Santander online banking service.

Changing your online banking service is quick and easy. If you are thinking about changing your online banking service then please contact our online banking Help Desk team on 0800 085 1580.
 

Section A – General Switching Questions

What services does Santander Connect Plus offer above Santander Connect?

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

If I choose to switch online banking services, when will the switch happen?

If you choose to switch online banking services you will need to contact the connect helpdesk on 0800 085 1580. The Connect helpdesk will guide you through changing your online service. If you choose the switch then your online banking service will be unavailable from midnight – 1:00am on the day of your switch.

Can I switch back to my previous Santander Connect service in the future?

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.

Is there a limit to the number of times I can switch between the services?

No, there is no limit. When switching the applicable fees will apply from the first day you are registered to use the service after the fees are introduced.

I have a requirement where the same user must not be able to key and authorise our payments. Can this be supported in Santander Connect?

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.

Will my user’s security credentials remain unchanged following the switch?

Yes, user security credentials (Company ID, User ID, Log on Password and Security Challenge Questions) will remain unchanged following the switch to Santander Connect from Santander Connect Plus.

Will my administration settings and information be retained following the switch to Santander Connect?

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.

Is the new Santander Trade Services Portal also available in Santander Connect?

Yes, you can still access and use this new service through Santander Connect.

Which account will the Connect fees be applied to following the switch?

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.

Will the Santander Connect service be available while I am being switched?

You will be unable to access your Santander Connect service while you are being switched. Switching takes place between 12:00am-1:00am on the day you are due to be switched. If you try to log on while your service in being switched then you will receive an information message informing you that your Connect service is currently unavailable due to your service being switched and you should try again later.

I have decided to switch. How will I know when the switch has taken place?

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.

I have a Bacs SUN linked to my online service. How will the switch affect me?

Connect Standard does not support Bacs payments. During the switch the Bacs SUN will be removed from your online profile. Customers need to be using Connect Plus in order to make Bacs payments.

Are any future developments planned for the Connect Standard service?

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.

Will all my beneficiary information still be available if I choose to switch?

Yes. All your stored beneficiary information will still be available if you decide to switch.


Section B – Switching from Santander Connect to Santander Connect Plus

If I Switch to Santander Connect Plus when will the new fees apply?

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.

If I Switch to Santander Connect Plus when will I benefit from the increased functionality and new features?

As your service is switched overnight you will be able to benefit from the new features and functionality available in the Connect plus service the next day following the switch.

If I Switch to Santander Connect Plus what help is available to guide me through new the features and functionality.

Your relationship director, the Connect Helpdesk, your welcome guide and the Connect Help center all contain information on how to use key features of the Connect Plus service.


Section C – Switching from Santander Connect Plus to Santander Connect

How will my users be switched from Santander Connect Plus to Santander Connect with only three master roles available?

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.

I have more than three accounts registered on Santander Connect Plus but wish to use Santander Connect, how does the three account limit affect me?

If you choose to use Santander Connect then you will need to choose which three accounts will continue to be visible online, but you can choose to change these at any time if required by contacting our online banking Help Desk on 0800 085 1580.

The accounts that are no longer visible via the Santander Connect service will not be changed or affected in any way and will continue to be serviced as normal outside the Santander Connect service e.g. regular statements will still be issued to your registered address to report the balance and transactions on the account.

To check how many accounts you currently have registered in the service, use the Customer Details menu under the Administration tab and view the field ‘No. of registered Accounts’.

What should I do to prepare for being switched to Connect Standard?

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.
Will historical template and account information still show once switched?

Connect Standard only allows for access to 3 accounts. Any historical templates, statement and account information will only show for the 3 accounts which remain active on the Connect Standard service. Historical information relating to accounts no longer accessible will be lost. To add or remove accounts from your Santander Connect service, contact our online banking Help Desk team can take care of this request on +44 2070 605 580.

Will future dated payments still be processed?

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.

Will I still be able to access any historical files in the File Repository?

No. As a result of your switch you will lose access to the file repository and any files stored.