At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before.

You’ll need to receive an automated call when you log in and use your account so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

To check that we have the right contact details for you, call us on 0800 121 8899, or visit your nearest branch.

These changes are all part of our commitment to putting our members and security first.

If you've opened a new account online, it won't appear in Online Services for up to 15 minutes. Log out and try again in a while. 

There are also some accounts that we can't show you online, for example Junior ISAs. You can manage these accounts by phone - just call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

You'll need to receive an automated call when you log in and use your account so we can confirm it's you. 

If we don't have a home and/or mobile number for you, you won't be able to manage your account online. 

To check that your contact details are correct, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

Your 'available balance' is how much you have available to withdraw.

Your 'account balance' could be different because it includes cheques that are waiting to be cleared. The account balance is the amount we use when we calculate your daily interest.

So if you have payments due to go out, the amount you can withdraw is your available balance, not your account balance. 

For the best experience online, we recommend using the following browsers:

For Online Services:

• Microsoft Internet Explorer 11 and above
• Microsoft Edge
• Google Chrome 65 and above
• Firefox 60 and above

For our website:

• Microsoft Internet Explorer 11 and above
• Microsoft Edge
• Google Chrome 65 and above
• Firefox 60 and above

Mobile browsers:

• Safari for iOS - latest version
• Google Chrome - latest version

Always use the latest version of your browser - it'll help to keep your information safe from online security threats.

You can find links to the most up-to-date browsers here: https://www.gov.uk/help/browsers.

To use Online Services, you’ll need to enable certain settings on your computer. To find out how to do this, or to check all your settings, go to your browser’s help section.

Javascript

You need to enable Javascript in your browser to use Online Services. It’s a common computer language that’s used by many websites so they run correctly. This can usually be changed in your browser settings.

Cookies

We recommend you accept cookies from us – they help our website work better and you won’t be able to log in to Online Services if cookies are disabled.

(Don’t worry – we take your right to privacy seriously. We won’t disclose information about you or your accounts to anyone, other than where we have your consent, or where we’re compelled or allowed by law to do so).

Privacy Policy

Pop-ups

A ‘pop-up’ is any page that appears in a new or 'pop-up' window, usually over the top of the page you’re viewing. A ‘pop-up blocker’ prevents this happening.

We recommend that you enable pop-ups because we use them to highlight important information and for our application forms and calculators. If you disable them, you’ll still be able to use Online Services, but you won't be able to see some of the help sections that appear in pop-up windows.

Temporary internet files

Most browsers store copies of web pages, images and other temporary files for faster viewing later.

So that you can always see the latest versions of our pages, make sure the settings for your 'temporary internet files’ and ‘history' are set to 'automatically'.

‘Time out’ means your current Online Services session has expired. If we don’t see any activity, we'll end your session to help keep your information safe.  

You’ll need to start what you were doing again.

• If you were logging in, go to Online Services log in
• If you were registering, go to Online Services registration
• If you were resetting your Password, go to Online Password reset

If you’re having any difficulties, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before. 

You’ll need to receive an automated call when you log in and use your account, so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

When you're ready to receive the call (you can do this 24/7), it won't take long and it won't be a real person.

You won’t need to be able to hear the automated call. Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone. You won't be asked to do anything else.

These changes are all part of our commitment to putting our members and security first.

You may not have received the automated call because:

• You asked us to call you on your mobile, but you don’t have a signal. You'll need to answer the call so try again when you have a signal or select your home number instead. 
• You asked us to call you on a number you didn’t intend to, for example, your home number rather than your mobile. Choose the correct number and make your request again.
• The number we hold for you is out of date. To check that we have the right contact details for you, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

The automated call number is 02476 016 451. It's the only number we'll ever use to confirm it's you when you log in and use your account. We'll only ever ask you to key or say the code you see on your Online Services screen into your phone.

If you have a call guardian or call minder service (e.g. Sky Shield), save it to your phone’s contacts so that the call won’t be blocked and you recognise that it’s us calling.

This number doesn’t accept incoming calls and you won’t be able to call it back. If you need to talk to us, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

Trusteer Rapport is software which works with your web browser that we've provided to members for some years. It offers some protection when using online banking e.g. it can help spot fraudulent websites.

If you already use Trusteer Rapport, you’ll notice that it’s showing ‘inactive’ with our Online Services since we introduced a new way to log in in June 2020 (the Trusteer icon is grey in your browser bar instead of green).

We looked into Trusteer Rapport and it’s only used by 0.1% of our members. So we decided to stop offering this optional add-on service and instead invest in measures beneficial to all members. The security and fraud prevention technologies we use now are built into our services, to give protection to all our members.

If you decide to keep Trusteer Rapport on your device, it will still work with the rest of our website until 31 October 2020 when we stop offering this service. 

Want to remove Trusteer Rapport from your device?

You can find out how to remove Trusteer Rapport from your device on IBM’s Trusteer Support website.

How to stay protected online

Make sure you’re aware of how to spot common scams. View our Fraud and Security centre for information on how to stay safe online. There’s also more information on the Government’s National Cyber Security Centre website. 

If you have a hearing impairment, you can still log in and use Online Services – we’ll show you what you need to do on screen. There will be an automated call but you won’t need to be able to hear it.

Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone.

The changes we’ve made are in line with new regulations designed to make banking online even more secure. The only way you’ll be able to log in and use Online Services is by receiving an automated call.

If you can’t receive an automated call for any reason, or you have any other concerns about how to log in and use Online Services, you can email us on support@thecoventry.co.uk, call us on 0800 121 8899 or visit your nearest branch.

You can still use Telephone Services to manage your account. Just call us on 0800 121 8899 and have your Telephone Security Details to hand.