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Q:

I'm having problems logging in and using Bankline, what should I do?

A:

If you encounter problems logging in or using Bankline, the quickest way to get help is to click the ‘Chat now’ button that appears on your log in screen and www.natwest.com/bankline.

Cora will take you through some trouble shooting steps. If it’s something she can’t solve, she’ll connect you to our specialist webchat team.

You can also try these trouble shooting steps yourself:

1. Are you logging in from the right URL?

Always start from www.natwest.com/bankline and click the log in button. Don’t save or start from any other URL, including the log in page itself.

2. Have you tried clearing your temporary internet files?

Old cookies can cause access problems, especially if we’ve recently updated Bankline. To avoid this, clear your browser’s cache and temporary internet files via the Settings menu in your web browser. (Consult your browser's support pages if you need help with this.)

3. Do you have the right log in details?

Check that you have the correct log in credentials (Customer ID, User ID, PIN and password) and you have your Smartcard and card reader ready.* If you’ve forgotten any of these or you need to reset them, click ‘Chat now’ or visit this FAQ. 

4. Is your web browser up to date?

If you’re still having difficulty logging in, check that you’re using an up to date version of your chosen web browser. For info on recommended web browsers and steps on how to update, visit our web browsers FAQ.

5. Try logging in from a different browser, device or network

If the above steps aren’t working, try logging in from a different web browser, using a different device, and lastly, try a different internet connection.

* We’re currently phasing in two factor authentication for log in. This will involve scanning a QR code with your smartcard reader at log in. We’ll send you an email explaining when you’ll be moving over to this new process. For support with the log in process, check out our FAQ: How do I log in?

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