Payment overview

Faster Payments is the system we use for most payments. You probably already use it without noticing, whenever you send money to friends and family or move your own money between accounts with different banks. Over 85% of phone and online payments are processed with Faster Payments. You can use it for payments up to £250,000.

Follow these instructions if you selected ‘Faster Payments link’

Faster Payments are made from the 'Payments' tab in Connect:

1. Go to the 'Payments' tab, choose ‘Faster Payments’ under 'UK Domestic Payments'.
   
   
2. Enter the payment details. Choose which account to take the payment from, the date,  amount and a reference. Any fields marked with * are mandatory. 
   
   
3. Pick the beneficiary you want to pay from the list of saved beneficiaries. If the person you want to pay isn’t there, you’ll need to set them up as a saved beneficiary first.
   
   
4. Check the payment details are correct. Once you’re confident, press 'Make Payment’ at the bottom of the screen. 
   
   
5. Double-check all the details are correct. This might seem unnecessary, but it’s easy to make small typos. Take a minute to check it’s right before you send the payment. Choose 'Confirm Payment' at the bottom of the screen.

The payment won’t be made until it’s authorised.

You’ll see a screen confirming that your payment instruction has been entered successfully. The payment will be pending and must be authorised before it can be processed. Once the payment has been processed, it will appear immediately on your account statement.

Expired payments can easily be edited from the Payment Authorisation screens. They can be re-submitted for authorisation with a new payment date.

Follow these instructions if you've clicked through to this page from the 'Go to payments overview' button.

Faster Payments are made from the ‘Payments’ tab in Connect.

1. Go to the ‘Payments’ tab, click ‘Go to Payments Overview’ under ‘Domestic payments overview’.
   
   
2. Click ‘New Payment’ button in the right-hand corner and choose ‘Single’ under domestic payments. 
   
   
3. Pick the beneficiary you want to pay from the list of saved beneficiaries. If the person you want to pay isn’t there, you’ll need to set them up as a saved beneficiary first.
   
   
4. Enter the payment details. Choose which account to take the payment from and the payment date, before clicking ‘Next step’. Any fields marked with * are mandatory. 
   
   
5. On the next screen you'll need to enter further payment details. Enter the amount and a reference, before clicking ‘Next step’. Any fields marked with * are mandatory. 
   
   
6. Check the payment details are correct. Once you’re confident, click ‘Next step’ at the bottom of the screen. 
   
   
7. Take a minute to check it’s right before you send the payment. Choose ‘Confirm‘ at the bottom of the screen if the details are correct.
   
   
8. Once confirmed, you need to authenticate the payment. You can do this by using your security token or mobile device to enter a response code. 

You’ll see a screen confirming that your payment instruction has been entered successfully. Depending on your role or authorisation limit, your authentication may be used as authorisation.  Once the payment has been processed, it will appear on your account statement straight away.

Expired payments can be edited easily from the ‘Payment overview screen’. You can resubmit them for authorisation with a new payment date. 

Take a look at our cut-off time for domestic and international payments.

Yes, payments can be diarised to be made at a later date. We call these 'future-dated payments'. The system allows this to happen a maximum 180 days in the future. Your administrator may set a shorter timescale.

A future-dated payment expires if it’s not fully authorised before the cut-off-time.

A payment can be cancelled during creation or before it’s authorised. Just choose the payment and Cancel.

A same-day payments need to be cancelled before it’s authorised. Once it’s authorised, we’ll begin processing the payment so it can’t be cancelled at this point.

Future-dated payments can be cancelled at any time up until the day before the payment date.

Once a payment has left your account we can’t guarantee that it can be recalled. In this case you should speak to your beneficiary about returning your funds.

• Standard payments, including Faster Payments, can be sent through Santander Connect 24 hours a day, 7 days a week and 365 days a year.
  
  
• Bulk Faster Payments can be sent Monday to Friday. They can’t be sent at weekends or on bank holidays.

When we receive a Faster Payment instruction to credit your account, we’ll process it straight away. You’ll usually see the credit entry and change in available funds on Connect straight away.

For some account products, payment services may be restricted. Faster Payments along with other payment types may not be permitted. Please check your account terms.

Funds usually reach their account instantly. All payments are subject to standard checks by us and the beneficiary bank. That means occasionally payments might take longer.

It will be need to sent with CHAPS instead. CHAPS is a premium service for high value transactions.

CHAPS is a premium same-day payment service. It can be used to make high value payments to certain UK sort codes. CHAPS stands for Clearing House Automated Payments System.

Follow these instructions if ‘CHAPS payments link’ selected

CHAPS payments are made from the Payments tab in Connect.

1. Go to the  'Payment' tab and choose 'CHAPS Payment' under 'UK domestic Payments'.
   
   
2. Enter the Payment details (debit account, payment date, and payment amount and debit reference).
   
   
3. Choose the beneficiary you want to pay from the list of saved beneficiaries. If the person you want to pay does not appear here, you’ll need to create them as a saved beneficiary first before you can pay them.
   
   
4. Review and make sure the payment details are correct, then press 'Make Payment' at the bottom of the screen.
   
   
5. Check all details are correct and choose 'Confirm Payment' at the bottom of the screen. 

The payment won’t be processed until it’s authorised. Fields marked with * are mandatory.

If you don’t want to go ahead with the payment, you can choose ‘Cancel’ or choose ‘Save payment’ if you want to come back to it later.

When the payment has been processed, it will show instantly on your account. This payment has now been made and can’t be recalled.

Follow these instructions if you've clicked through to this page from the 'Go to payments overview' button.

CHAPS payments are made from the ‘Payments’ tab in Connect.

1. Go to the ‘Payments’ tab, choose ‘Go to Payments Overview’ under ‘Domestic payments overview’.
   
   
2. Click 'New Payment’ button in the right-hand corner and choose ‘Single’ under ‘Domestic payments’.
   
   
3. Pick the beneficiary you want to pay from the list of saved beneficiaries. If the person you want to pay isn’t there, you’ll need to set them up as a saved beneficiary first.
   
   
4. Enter the payment details. Choose which account to take the payment from. Then enter the date, amount, reference and change the payment type to 'CHAPS'. Any fields marked with * are mandatory. 
   
   
5. Check the payment details are correct. Once you’re confident, press ‘Next step’ at the bottom of the screen. 
   
   
6. Take a minute to check it’s right before you send the payment. Choose ‘Next step‘ at the bottom of the screen.
   
   
7. Once confirmed, you need to authenticate the payment by using your security token or mobile device to enter a response code.

You’ll see a screen confirming that your payment instruction has been entered successfully. Depending on your role or authorisation limits, your authentication may be used as authorisation. Once the payment has been processed, it will appear on your account statement straight away.

Expired payments can be edited easily from the Payment overview screen. You can resubmit them for authorisation with a new payment date. 
 

The cut off times for online CHAPS payments can be found here.

A payment can be cancelled during the creation and/or authorisation stages.

Same day payments will need to be cancelled before the payment is fully authorised. Once fully authorised we’ll begin processing the payment and the payment can’t be cancelled beyond this point.

It’s unlikely that we’ll be able to stop this payment once authorised, but you can call our Client Services Team on 0333 207 2229. The payment may still be held while we do our standard bank checks.

Future-dated payments can be cancelled at any time up until the actual payment date.

Once a payment has debited your account the funds may have already been issued to the beneficiary bank. We can never guarantee these funds can be recalled. In this case you should speak to your beneficiary about returning your funds.

No. CHAPS payments can only be sent on working days (Mon-Fri excluding bank holidays) before the cut-off time.

The cut off times for online CHAPS payments can be found here.

You can set up any payment for a future date, for example tomorrow or in 2 weeks’ time. We call them ‘future-dated payments’. The system allows this to happen a maximum 180 days in the future. Your administrator may set a shorter timescale.

It’s important to make sure there’s enough money in the debit account and the payment is authorised before the payment date specified.

When a payment has a date in the future, different processing features apply. When an authorised payment has a date in the future, it will have a status of Active. This means the payment has been scheduled to be made by the system on the specified date. You don’t need to do anything else.

While Active, the payment can still be edited or cancelled. On the payment date, the status will change from Active to Despatched, or Failed and you’ll no longer be able to edit or cancel the payment.

You can only create future-dated payments if your admin has given you the right permissions.

All CHAPS payments will be credited to your account within 90 minutes, subject to standard bank checks.

All CHAPS payments will reach your beneficiary’s account in 3 hours. Payments are subject to standard bank checks by us and the beneficiary’s bank.

There’s no limit on the amount of money that can be sent by CHAPS.

Inter-account transfers (IATs) are transfers between your own accounts online. The transfer will happen instantly, pending authorisation (if required).

• Sterling IATs allow the transfer of funds between your own sterling accounts (GBP to GBP).
  
  
• Currency IATs allow the transfer of funds between your own currency accounts.

Both the debit and credit account must be registered in Santander Connect. You can’t use  IATs for accounts not registered in Santander Connect.

Follow these instructions if ‘GBP Inter-Account Transfers (IATs)’ link selected

1. Go to the 'Payment' tab and choose 'GBP Inter-Account (IATs)' under UK Domestic Payments
   
   
2. Use the magnifying glass to choose the debit account.
   
   
3. Again, use the magnifying glass to choose the credit accounts.
   
   
4. Check all payment details are correct and then choose ‘Make Payment'. If all payment details are correct, you’ll be asked to choose 'Confirm Payment'. The Summary screen will show that the payment is pending final authorisation before it’s processed.

Follow these instructions if you’ve accessed through ‘Go to payments overview’ button

IATs are made from the ‘Payments’ tab in Connect.

1. Go to the ‘Payments’ tab, choose ‘Go to Payments Overview’ under ‘Domestic payments overview’.
   
   
2. Click ‘New payment’ button in the right-hand corner and select ‘Single’ under account transfer.
   
   
3. Enter the payment details. Choose which debit account to take the payment from. Then enter the payment date, amount, reference and the credit account.
   
   
4. Check the payment details are correct. Once you’re confident, click ‘Next step’ at the bottom of the screen. 
   
   
5. Double-check all the details are correct. This might seem unnecessary, but it’s easy to make small typos. Take a minute to check it’s right before you send the payment. Choose ‘Confirm‘ at the bottom of the screen.
   
   
6. Once confirmed, you will need to authenticate the payment by using your security token or mobile device to enter a response code.

You’ll see a screen confirming that your payment instruction has been entered successfully. Depending on your role or authorisation limit, your authentication will be used as authorisation. Once the payment has been processed, it will appear on your account statement straight away. Expired payments can be edited easily from the Payment overview screen. You can resubmit them for authorisation with a new payment date. 

Yes. They’ll show on statements with a payment date of the next available business day.

IATs can be sent up until 11:55pm and be received on the same day.

Because IAT payments only move money between your own accounts, they carry less security risk.

That means they have a separate authorisation limit. This can be changed by your administrator, so check with them if you’re not sure what it’s. This applies to both GBP and Currency IAT payments.

Inter-Account Transfers (IATs) are payments between your own accounts.

1. Go to the ‘Payments’ tab and choose ‘CCY Inter-Account transfer’ under 'UK Domestic payments'.
   
   
2. Enter the transfer details (including the currency you want to make the payment in).
   
   
3. Enter the details for the account you want to credit.
   
   
4. Enter the Foreign Exchange details. This section will only show if you’re registered to use pre-booked FX deals. If you’re interested in this service please speak with your Relationship Director. If you’re registered for this service and want to use a pre-booked deal choose ‘Add Foreign Exchange Deals’ to navigate to the Commercial Foreign Exchange Deals page.
   
   
5. Check all payment details are correct and then press the ‘Make Payment’ button. If all payment details are correct and pass validation and you’ll be taken to the summary screens. The payment will be dispatched, or pending final authorisation if needed.

If you don’t want to go ahead with the payment simply ‘Cancel‘ or ‘Save Payment‘ to save it as incomplete.

The FX rate applied is the prevailing rate at the time of processing.

The rate you see before authorisation is indicative, based on the prevailing rate at that time. Once the payment has been despatched, you see the actual FX rate. You can use a pre-booked rate with our foreign exchange deal service.

Yes you can speak to your Relationship Manager to register for to book a rate.

If you’re already registered call the FX dealing desk on 0330 678 1932 to book a rate.

From the Payments tab in Connect.

1. Go to the ‘Payments’ tab and choose the destination country under 'International Payments and FX'. Choose ‘Electronic’, then ‘Go’.
   
   
2. Enter the payment details.
   
   
3. Enter the beneficiary details.
   
   
4. Enter the foreign exchange details. This section will only show if you’re registered to use pre-booked FX deals. (Speak to your Relationship Director if you’d like to register). If you’re registered for this service and want to use a pre-booked deal choose ‘Add Foreign Exchange Deals’ to navigate to the commercial foreign exchange deals page.
   
   
5. Enter the charges details. You can choose to share the fees giving full flexibility when making payments. SWIFT payments in the UK and SEPA payments made to the EEA will be sent as shared.
   
   The three charging options are:
   
   OUR = The remitter (you) pays a single additional fee that covers all onward correspondent charges.
   
   BEN = The beneficiary pays all fees. Costs will be deducted from the amount you’re transferring.
   
   SHA = All payment fees are shared. The remitter and the beneficiary each pay the fees applied by their banks.
   
   
6. Check all payment details are right then press ‘Make Payment’. If all payment details are correct and pass validation, you’ll be taken to the ‘Confirm’ then ‘Summary’ screens. The payment will be pending final authorisation before it’s processed.
   

If need to cancel the payment choose ‘Cancel’. Or you can ‘Save Payment’ to save it as incomplete.

International beneficiaries can be entered when you make an international payment. You can look up existing beneficiary account details when you type in the beneficiary name using up to 35 characters. If the name exceeds 35 characters use the additional lines provided in the next field (beneficiary customer address). 140 characters are available in total (4 lines of 35 characters).

You can specify the address of the beneficiary you want to pay. This field is optional for most countries but mandatory for some.

This is the International Bank Account Number and identifies a bank account around the world.  Using a valid IBAN reduces the likelihood of delays or issues with your international payments.

An increasing number of countries ask for an IBAN. For euro payment to EEA countries, the use of an IBAN together with a BIC (Bank Identifier Code) is mandatory.

This is the Bank Identifier Code and is sometimes referred to as the SWIFT address. It’s the internationally agreed standard to identify a bank branch.

A BIC is mandatory for all international payments except for US dollar payments to the US. This is because payments in US dollars to the US can either contain a BIC or NCC (Fedwire) code.

The BIC will either be 8 or 11 alphanumerical characters.

This field indicates the routing method of the electronic international payment. You can only use SWIFT to send internationally. For euro payments you can use SWIFT or SEPA.

This is the National Clearing Code format of a particular country. In some countries you need the NCC for receiving international payments.

What are the international payment cut-off times and credit value dates?

International payments may only be sent through the service during weekdays.

The cut-off times for same day electronic international payments will depend on the currency of the payment and the currency of the account being debited.

You can use our cut-off time calculator to identify the value date and cut-off time for your international payments.

Please note: You must fully authorise the payment before the cut-off time for the respective currency.

For all international payments, if you authorise the payment after the cut-off time for the payment date specified you may experience a delay in the processing of your payment. Please ensure the payment date specified is valid in accordance with the cut-off times shown in the calculator for your chosen payment currency.

The FX rate applied is the prevailing rate at the time of processing.

The rate you see before authorisation is indicative, based on the prevailing rate at that time. Once the payment has been despatched, you see the actual FX rate. You can use a pre-booked rate with our foreign exchange deal service.

You can ask for a foreign currency draft in the Payments tab. The draft will be posted to you.

1. Go to the ‘Payments’ tab and under 'International Payments and FX' choose the destination country, choose ‘Draft’, then ‘Go’.
   
   
2. Enter the payment details.
   
   
3. Enter the beneficiary details.
   
   
4. Enter the foreign exchange details. This section will only show if you’re registered to use pre-booked foreign exchange deals. If you’re interested in this service, speak with your Relationship Director. If you’re already registered and want to use a pre-booked deal to fund your payment, you can choose ‘Add Foreign Exchange Deals’ to navigate to the commercial foreign exchange deals page.
   
   
5. Check all payment details are correct and then press the ‘Make Payment’ button at the bottom of the payment instruction. If all payment details are correct and pass validation, you’ll be taken to the ‘Confirm’ then ‘Summary’ screens. The payment will need final authorisation before it’s processed.

If need to cancel the payment choose ‘Cancel’. Or you can ‘Save Payment’ to save it as incomplete.

Bulk payments let you make multiple payments in one transaction. They can be sent by Faster Payment or Bacs. You can’t mix single Bacs and Faster Payments in one bulk payment and Bacs is only available on Connect Plus.

1. Go to the ‘Payments’ tab and choose ‘Bulk payments’.
   
   
2. Once on the Payments overview page choose ‘New Payment’
   
   
3. Choose ‘Bulk’ from the domestic payment options.
   
   
4. Add/select the beneficiaries you want to pay. Click ‘Next step to proceed’.
   
   
5. Choose the debit account, payment date, payment type and debit reference. You may also be able to make the payment confidential if you’re set up for it. To give a user access to confidential payments please speak to our online banking helpdesk. Click ‘Next step to proceed’.
   
   
6. Enter payment amounts for each beneficiary along with a credit reference. You can use the ‘Update all’ option to copy the reference from the first beneficiary to all other beneficiaries. Click ‘Next step to proceed’.
   
   
7. Review payment and confirm approvers. Once ready click ‘confirm’.

The payment will need to be authorised before we can process it. 

1. Go to the ‘Payments’ tab and choose ‘Bulk Payments’.
   
   
2. The ‘Payments Overview’ page will show all payments and their status. You can use the ‘Advanced search’ to search payment type.

Bulk payments appear as a single debit for the total value of the payments on your account statement.

Yes, if you regularly pay suppliers or salaries then you can save bulk payments as templates. This saves you time by allowing you to pay the same people again without having to start from scratch.

The cut off times for domestic and international payments can be found here.

Simply select your payment type (Domestic or International) and follow the instructions on screen.

Only Santander Connect Plus supports BACS payments.

You'll need:

• To be Bacs sponsored and have a registered Bacs Service User Number (SUN)
  
  
• A Bacs limit assigned by Santander. Please speak to your relationship director to arrange this.

Santander Connect allows you to make bacs payments in 2 ways:

• import a file of bacs payments
  
  
• make a bulk bacs payment using Bulk Payments.

No, any value of Bacs payment can be sent through Santander Connect.

The payment import facility allows you to upload a file of payment instructions in to the Santander Connect service direct from your own systems which has a number of benefits associated e.g. reduces manual payment input with possible errors and saves valuable time making payments.

Typically your accounting or enterprise software would be configured to generate the payment file to our payment import specification. Please speak with your accounting or enterprise software provider to determine availability. Alternatively, you are free to use your own applications to create the payment file to our payment import specification.

All available payment types can be imported using a single file format (with the exception of Bacs), this includes - single & bulk Faster Payments, Account Transfers, CHAPS and International payments. Single and bulk Bacs payments are also supported but using a separate unique file format.

You can find the file formats in the ‘What are the file formats for importing payments’ section.

Follow these instructions if you’ve selected ‘Import single payments’

These steps are for single domestic and international uploads. If you want to upload a bulk file take a look at ’How do I import a bulk payment file’.

Firstly, you need to import your payment file.

• Go to Payments > Import Payments (you may need to check with your administrator to make sure you first have access.)
• Choose the payment file you want to import, then click the Browser link and select the payment file.
• If you want to check that you haven’t already imported the file you can ‘Duplicate File Check’.
• Select go to start importing.
• The system validates the file and you’ll see ‘File Import Details’.
• Click ‘Continue’ to confirm the import, then click ‘Exit’ to return to the Import Payments page.
• The imported file will be validated by the service to check that each payment record is correctly specified. The status of the file will change to ‘Validating’ to signal this process is underway.

Validation times do vary. You can use ‘Refresh’ to refresh the status of the current file validation.

Now you need to check the file you’ve imported.

• The ‘Import Reference’ field for the imported file will become an active link for you to click on to check the Import File Details Report. You’ll see ‘Imported’, ‘Rejected’ or ‘Import Error’.  Every payment record from your imported file will be listed with the payment details and the resulting payment status.
• ‘Imported’ means the payment has been imported and available for authorisation.
• ‘Rejected’ or ‘Import Error’, means the payment was rejected from the file. The ‘Transaction Reference’ field for the payment will become an active link that can be used to see the error.

If your payments have errors you have two options.

1. create and re-import a new payment file.
   
   
2. manually input the payment instructions through the service.

Once your payments are all imported successfully imported payments they’ll go to the authorisation queue.

Please take care when authorising imported payments. Check the payment details where appropriate to ensure the payment instructions are correct. Multiple imported payments can be authorised at the same time using the regular multiple payment authorisation process.

These steps are for single domestic payment files. 

• Import your payment file.
• Hover over ‘File upload’ on the left-hand menu and choose ‘Overview’.
• Select ‘Upload new’ on the right-hand side.
• Enter the mandatory fields regular payment details. Then, choose the file upload, file, approval and format type. Choose the payment file you want to import. Then, click the browser link and choose the payment file, or you can drag the file into the box.
• Select ‘Next step’ to start importing.
• The system will validate the file.
• Click ‘Next step’ to confirm the import. The status and details can be found under the ‘File upload’ menu.
• The imported file will be validated by the service to check that each payment record is correctly specified and formatted. Please make sure the sort code and account numbers are correct.
• The status of the file will change to ‘Validating’ to signal this process is underway. Validation times do vary. Here, you'll see if the payment has gone through or failed.

Once your payments are all imported successfully, they’ll go to the authorisation queue.

Please take care when authorising imported payments. Multiple imported payments can be authorised at the same time using the regular multiple payment authorisation process.
 

These steps are for Bulk/BACS domestic uploads. If you want to upload a single domestic or international file take a look at ’How do I import a single payment file’.

Firstly, you need to import your payment file.

• Go to Payments > Bulk Payments > File Upload > Upload New (you may need to check with your administrator to make sure you first have access.)
• Use the drop-down options to select the file type, you will choose between ‘Bulk Standard’ or ‘Bacs’ format.
• Choose the payment file you want to import, then click the Browser link and select the payment file or you can drag file into the box.
• Select next to start importing.
• The system validates the file.
• Click ‘Continue’ to confirm the import. The status and details can be found under the ‘File Upload’ option.
• The imported file will be validated by the service to check that each payment record is correctly specified. The status of the file will change to ‘Validating’ to signal this process is underway.

Validation times do vary. You can use ‘Refresh’ to refresh the status of the current file validation.

Once your payments are all imported successfully imported payments they’ll go to the authorisation queue.

Please take care when authorising imported payments. Check the payment details where appropriate to ensure the payment instructions are correct. Multiple imported payments can be authorised at the same time using the regular multiple payment authorisation process.

• For files containing a bulk payment instruction (1 debit to 1 or many credits) this means 3499 payment credit records and 1 contra debit record.
  
  
• For files containing single payment instructions (1 debit to 1 credit) this means 2000 individual payment records.

Import Reference – this is a unique reference generated by the service and assigned to your payment file, this reference should be used when contacting us for further support.

• File Name – this is the name of the file chosen for import.
• File Location – this is the file directory on your computer from which the file was chosen.
• File Size – this is the size of the file, usually in kilobytes.  This is dependent on the number of payment records in the file.
• File Type – this indicates the type of payment format specification – Standard or Bacs. Bulk and Bacs can only be imported using the Bulk Payment Screens.
• Date and Time of Completion – this is the timestamp of the file import process.
• Total amount of the Payments – this is the total value of the payments contained in the file.
• Number of Payments Imported – this is the total volume of the payments contained in the file.

The file formats for imported payments can be found below:

Sample Payment import files can be found below:

You can authorise a single domestic and international payments during payment creation (from the summary confirmation screen) or from the payment authorisation menu after the payment has been created.

To authorise a payment from the payment authorisation menu, there are two options available;

1. From the ‘Authorise Payments’ screen, click the ‘Payment Reference’ to view the payment instruction and then select Authorise.
2. Choose ‘View Payments Pending your Authorisation’ and select the check box of the payment that needs to be authorised and click Authorise. You can select up to 300 payments for a single authorisation.
3. To continue with authorisation of the selected payment, review the details of the payment instruction carefully. Then complete the signature authentication request using the mobile app or your security device.
4. Following successful authorisation, you will see a summary screen confirming your payment instruction has been issued to the bank for processing.

Successful authorisation of the payment doesn’t guarantee final confirmation of the payment instruction. A number of standard checks will be undertaken on the payment during processing by the bank. You should always check the status of your payments using the ‘Search Payments’ within the ‘Payment’ tab.

Follow these instructions if you’ve selected 'Go to payments overview'.

You can authorise a single domestic payment during the payment creation process, or from the payment approval menu, after the payment has been created.

When viewing a payment on the 'Payments approval' screen, you can see the payment details and choose to authorise, repair or cancel it. You can authorise up to 50 payments at once. If you click 'Repair', the payment will be sent back to the initiator to be repaired. You won't need to rekey it.

Following successful authorisation, you’ll see a summary screen. This screen will confirm that your payment is being processed.. 

Authorising the payment doesn't guarantee the payment will be successful. During processing, the bank will run a number of standard checks on the payment. You should always check the status of your payments.

You can authorise a bulk/Bacs payment during the payment creation process or from the payment approval menu after the payment has been created.

To authorise a payment from the payment approval menu,

From the main Approval Payments screen you can do the following:

• Details – Enables you to view all the payment details. From here, you will also have the options to cancel the payment, to repair the payment and to authorise the payment.
• Authorise – Allows you to authorise the payment. You can select up to 300 payments at once to be authorised.
• Cancel – Cancels the payment.
• Repair – Allows you to send the payment back to be repaired by the initiator as opposed to a complete rekey of the payment.

Following successful authorisation you will see a summary screen confirming your payment instruction has been issued to the bank for processing.

Please note, successful authorisation of the payment does not guarantee final confirmation of the payment instruction. A number of standard checks will be undertaken on the payment during processing by the bank. You should always check the status of your payments.

You can authorise up to 300 payments at the same time in the old version of Connect. However, if you're using the new version and have selected 'Go to payments overview', then the limit has changed to 50.

The User Payment Authorisation Limit where used represents the maximum payment amount the given user can authorise. It is configured on a user's own profile and therefore can be different for each and every user.

Please consult your Administrator to understand your User Payment Authorisation Limit if applicable.

There are a number of reasons why you cannot authorise a payment

1. The payment value is above your individual user authorisation limit:
   You will only be able to authorise payments up to your individual user authorisation limit. For queries around your authorisation limit please speak your administrator.
   
   
2. Your user role may not have the privileges to authorise payments
   If you cannot see the “authorise payments” left hand menu under the payment tab then you are unable to authorise payments. For access to authorise payments please speak to your administrator.
   
   
3. You do not have enough funds available in the debit account
   If there is insufficient funds in the debiting account then you will not be able to authorise a payment.

Click here for help and support when using your security device.

A standing order is an instruction from you to your bank. It’s to pay a nominated payee account the same amount from your account on a specific date.

Once you’ve given the details, the money is paid automatically. If you want to change the amount and/or date of collection, you ask your bank to change the standing order.

Follow these instructions if you’ve selected ‘Standing orders’

1. Go to the Payments tab and choose ‘Standing Orders’ from the left-hand menu
   
   
2. .Choose ‘Set up a Standing Order’ from the bottom of the page.
   
   
3. Enter the payment details.
   • Fields marked with * are mandatory.
   • Fields marked with ** are part of the complex standing order set up.
     
     
4. ‘Review’ and ‘Confirm’ the standing order then ‘Continue’. Pressing ‘Confirm’ completes the set-up.

Follow these instructions if you've clicked through to this page from the 'Go to payments overview'

Standing orders can be set up in the ‘Payments’ tab in Connect.

1. Go to the ‘Payments’ tab, then choose ‘Go to payments overview’ under ‘Payments overview’.
   
   
2. Click ‘New payment’ button in the right-hand corner and select ‘Single’ under ‘Standing order payment’.
   
   
3. Choose the beneficiary then click ‘Next step’.
   
   
4. Enter the mandatory payment details. Choose which debit account to take the payment from, then enter the regular payment start date, amount, frequency, end date, and the credit reference. To continue, select ‘Next step’.
   
   
5. On the 'Additional payment details' screen, the ‘Reason for payment’ must be filled in. The first and last payment dates and amount fields are optional. To continue, select ‘Next step’.
   
   
6. Double check all the details are correct. This might seem unnecessary, but it’s easy to make small typos. Take a minute to check it’s right before you send the payment. Choose ‘Next step’ at the bottom of the screen.
   
   
7. Once confirmed, you need to authenticate the payment by using your security token or mobile device to enter a response code.

You’ll see a screen confirming that your payment instruction has been entered successfully. Depending on your role or authorisation limits,  your authentication will be used as authorisation

• Debit Account. Specify the Debit Account you’d like to use to make the payment. You can use the magnifying glass (account search facility) to choose a valid Debit Account.
  
  
• *Beneficiary Details. Specify the beneficiary details by choosing your favourite beneficiaries.
  
  
• Credit Account Reference. Specify a credit account reference. This will be displayed on the beneficiary’s accounts statement.
  
  
• *Recurring Payment Amount. Enter the regular payment amount that you want to be sent each time the standing order is processed.
  
  
• *First Payment Date. Enter the date you want the first payment to be sent on.
  
  
• **Regular Payment Date. You can specify a regular payment date that is different to the first payment date. This is the date that the standing order will continue to be sent on after the first payment.
  
  
• **First or Last Payment Amounts. You can specify different amounts for first and last payments of the standing order.
  
  
• *Final Payment. Enter details of the final payment of the standing order. You can specify to end a Standing order on a particular date.
  Alternatively, after a defined number of payments. You can cancel the standing order at any time.
  
  
• *Payment Frequency. Enter the frequency of the standing order. Standing orders can be sent weekly, monthly, quarterly, half yearly, yearly, fortnightly or four weekly.

Yes. Standing orders are Faster Payments of the same value to the same person at a frequency determined by you.

No. They leave the account on the next available business day.

Instructions if you clicked ‘Standing orders’.

1. Go to the ‘Payments’ tab and choose ‘Standing Orders’ from the left-hand menu.
   
   
2. In standing orders choose the account that pays the current standing order.
   
   
3. Choose the standing order you want to cancel and you’ll be given the option to cancel.

Use these instructions if the standing order was setup after 17 February 2025, and you clicked 'Go to payments overview’.

1. Select the payments tab on the left-hand side and find the standing order you want to cancel.
   
   
2. Choose ‘Cancel’ from the options to the right-hand side of the standing order you want to cancel.
   
   
3. The standing order details will show. If this is the standing order you want to cancel, select ‘Cancel’ at the bottom.

A Direct Debit lets you pay regular, varying amounts if you’ve been given notice of the amounts and dates of collection.

Once you’ve agreed those, the money is deducted automatically. If the organisation you’re paying wants to change an amount or date of collection they have to tell you about it first.

Learn more about Direct Debit.

Go to the Payments tab and select Direct Debits from the left hand menu.

No. They’ll be dated on the next available business day. Some banks show Direct Debits that are due on a Monday coming off on a Saturday. That is purely to do with their systems and the debit will still be dated on the Monday.

To cancel a Direct Debit please contact our Online Helpdesk on 0800 085 1580.

Follow these instructions if you clicked ‘Payment search’

You can search ‘All Payments’ from the ‘Search All Payments’ screen. 

Filter your search by date, date range, payment status, payment type, value and/or User ID by entering information in the relevant box(es). You’ll need to enter at least one ‘Payment Type’ or one ‘Payment Status’ to search.

• You can search for all payment statuses for one type of payment or for all payments in a specific status.
• You can also search by payment currency, payment amount and payment date.

If you have access to submit payments but not to authorise payments you can search and review, edit or cancel your own submitted payments only before they’re authorised. 

Follow these instructions if you've clicked through to this page from the 'Go to payments overview’.

The payments overview page will show all payments and their status. You can use the ‘Advanced search’ to search by payment types. You can filter your search by date, date range, payment status, payment type, value and/or  user ID. To do this, enter information in the relevant box(es).

If you have access to submit payments but can’t authorise payments, you can search, review, edit or cancel the payments you've submitted, as long as they're pending authorisation.

The Payments Overview page will show all payments and their status. You can use the ‘Advanced search’ to search payment type. Filter your search by Date, Date Range, Payment Status, Payment Type, Value and/or User ID by entering information in the relevant box(es). 

If you have access to submit payments but can’t authorise payments you can search and review, edit or cancel your own submitted payments (when pending authorisation).

Payments made on Connect/made on your account can be searched for up to 60 days in the past.

To find a Bulk Payment on Connect, use the Search Bulk Payments facility under the Manage Bulk Payments menu. You can search for Bulk Payments by Debit Account, Payment Status, Payment References and/or Date Range. You can also search Bulk Payments from the Search All Payments page.

You can search through all your beneficiaries by using the beneficiary name or short name/nickname.

Beneficiaries can be stored in Santander Connect that can help to save time when making payments.

To create a new UK-based beneficiary:

1. From the ‘Payments’ tab, choose ‘Manage Beneficiaries’.
   
   
2. In Manage Beneficiaries choose ‘Create Domestic Beneficiary’ at the bottom of the page.
   
   
3. Enter the beneficiary details (all fields are mandatory).
   
   
4. Choose ‘Check beneficiary’ to complete a Confirmation of Payee check.
   Please follow the guidance given by the system following a Confirmation of Payee check. Double-check the beneficiary details are correct before setting up any new beneficiaries.
   
   
5. Once complete, choose ‘Continue’ to review the information you’ve input.
   
   
6. Once reviewed, choose ‘Confirm’ to create your new domestic beneficiary.

• Beneficiary Name - This can be up to 35 characters long.
  
  
• Beneficiary Short Name - Enter a short name or nickname for the beneficiary. This can be up to 20 characters long. This name will be used when searching for beneficiaries.
  
  
• Sort Code - Enter the beneficiary’s 6-digit sort code.
  
  
• Account number - Enter the beneficiary’s 8-digit account number.
  
  
• Type of beneficiary – Are you paying a person/individual or a business/company? This is needed for the Confirmation of Payee check.

International beneficiaries can be stored in Connect to save time when making international payments. You can look up an existing beneficiary to automatically populate their account details.

To create a new international beneficiary:

1. From the ‘Payments’ tab, choose ‘Manage Beneficiaries’.
   
   
2. Choose ‘Create International Beneficiary’ at the bottom of the page.
   
   
3. Enter the beneficiary details (all fields are mandatory).
   
   
4. Once complete, choose ‘Continue’ to review the information you’ve input.
   
   
5. Once reviewed, choose ‘Confirm’ to create your new international beneficiary.

If you’ve received this error message when making an international payment then phone our Online Helpdesk on 0333 207 2317. It’s likely that the BIC code being used isn’t a commonly used bank identifier. We may need to make sure a valid record exists in our systems. It’ll take about 24 hours.

This is where you can specify the address of the person you want to pay. This field is optional for most countries but mandatory for certain countries.

You can save yourself time when making payments by choosing up to 50 favourite beneficiary accounts to be favourites. A list of your favourites will be available to choose in the payments screens.

Navigate to the ‘Preferences Tab’. Choose ‘Favourite Beneficiaries’ from the left-hand menu.

You can edit your favourite beneficiaries at any time.

1. Navigate to the ‘Preferences’ Tab. Choose ‘Favourite Beneficiaries’ from the left-hand menu.
   
   
2. At the bottom of the page choose ‘Change your Favourite Beneficiaries'.
   
   
3. A list of all your beneficiaries will be displayed. From here you can specify which beneficiaries you would like to use as your favourites.
   
   
4. Once you’ve chosen all of the beneficiaries you want to add as favourites choose ‘Submit Selection’.
   
   
5. Your favourite beneficiaries will have been successfully updated. To return the please choose ‘Back to Favourite Beneficiaries’. If you don’t want to go ahead with any changed you can choose ‘Cancel’ or ‘Back’ at any time.

Payment templates are a quick way for you to make a payment to the same person on a regular basis.

Single payment templates are available for the following payment types:

• Standard Domestic:
  
  
  • Standard Payments (same day and future-dated Faster Payments)
    
    
  • CHAPS Payments
    
    
  • Inter-account Transfers (IATs)
    
    
• International / Currency:
  
  
  • Electronic International Payments
    
    
  • Currency Inter-account Transfers (IATs)

Follow these instructions if you clicked ‘Faster Payments’

To save a payment as a template simply choose ‘save payment as a template’ when making a payment. Alternatively, you can create a new template in Manage Single Templates.

Follow these instructions if you clicked through to this page from the 'Go to payments overview’.

To save a payment as a template, click ‘Save payment as a template’ at the end of payment creation journey. Or, you can create a new template from the 'Payment overview' screen.

Follow these instructions if you clicked ‘Domestic payment templates’.

Single payment templates can be created from the Payments tab.

1. Go to the ‘Payments’ tab and choose ‘Manage Single Templates’.
   
   
2. Choose ‘Create a template’.
   
   
3. Choose the type of payment you want to create a template for.
   
   
4. Enter the payment details.
   
   
5. Enter the beneficiary details.
   
   
6. Make sure the payment details are correct. Then press ‘Create Template’ at the bottom of the screen.

Follow these instructions if you've clicked through to this page from the 'Go to payments overview’.

Single payment templates can be created from the sub menu on the ‘Payment’ tab.

1. Hover over the ‘Payment’ tab on the left-hand side and choose ‘Payment templates’.
   
   
2. Choose ‘New template’ in the top right-hand corner.
   
   
3. Choose ‘Single payment’ under Domestic payment’
   
   
4. Enter or select the beneficiary details.
   
   
5. Enter the mandatory template details. Choose which debit account to take the payment from, then enter template name, and the template limit. Debit reference is an optional field that can be populated. To continue, select ‘Next step’.
   
   
6. Enter the payment details.
   
   
7. Make sure the payment details are correct. Then press ‘Confirm’ at the bottom of the screen.
   
   

Yes. Payment templates can be permanently deleted or suspended.

• Suspending a payment template allows you to disable the payment template. This will stop any user using this template until you re-activate it.
  
  
• Deleting a payment template removes it from your online banking service. This means no new payments can be created using this template.
  
  
• Re-activating a payment template re-activates a previously suspended payment template.

Yes. Payment templates can be exported in both PDF and CSV formats.

Bulk Payment templates are designed to be a quick, secure and easy way for you to make a payment to the same beneficiaries on a regular basis.

To save a payment as a template simply select ‘save payment as a template’ at the end of payment initiation journey.

Yes. Editing a payment template allows you to edit the payment details within the template.

Deleting a payment template permanently removes it from your online banking service. This means no new payments can be created using this template.

Yes. Payment templates can be exported in both PDF and CSV formats.

This shows the daily values and volumes of all outbound payment activity in each payment status.

This view is unique to your online privileges and accounts. For example if you don’t have access to see Faster Payments it won’t show in the Payment Summary.

This screen shows bulk and single domestic payments that you've made. You can get to it from the 'Payments' landing page by clicking 'Go to payments overview.

Any payments made on Connect.

The Payment Summary is in the Payments Tab. It’s available for any users who have access to make, authorise or search for payments.

If you’ve access to confidential accounts any payments from them will show in the Payment Summary. For access to confidential accounts speak to your administrator.

Payment statuses can be grouped into three simple processing states:

• With Customer – For the customer to action.
  
  
• With Bank – For the bank to process.
  
  
• Completed – No further action is needed (unless the payment has failed).

With Customer

1. Incomplete. The payment is saved as incomplete and pending further action.
   
   
2. Awaiting Authorisation. The payment has been submitted and is awaiting authorisation.
   
   
3. Awaiting Further Authorisation. The payment has been authorised and requires additional authorisation.
   
   
4. Expired. The payment has not been authorised and the payment date has elapsed. Please note for all future dated payments the payment must be authorised before the payment date, otherwise it will expire.

With Bank

1. In Progress. The payment has been authorised and is being processed. A number of validations and standard bank checks are now taking place.
   
   
2. Pending. The payment has been authorised. The payment is waiting for the next payment batch to be despatched.
   
   
3. Active. The payment has been authorised but the payment date is in the future. The payment has been scheduled for future processing. This payment will not enter the In Progress status until the date of the payment. The payment may be cancelled or amended until this point in time.

Completed

1. Despatched. The payment has been processed and the payment has been sent to the bank of beneficiary as specified.
   
   
2. Cancelled. The payment instruction has been cancelled and removed from processing. One of your users has cancelled the payment.
   
   
3. Failed. The payment has been authorised but failed during processing. This would have resulted where one or more standard bank checks were unsuccessful. Any failed payments will need to be resubmitted.

This depends on the status of the payment.

• Payments awaiting authorisation will show up to and including the payment date.
  
  
• Expired payments show for 30 days. After 30 days the status will automatically be updated to cancelled.
  
  
• Incomplete payments show for 30 days.
  
  
• In progress and pending statuses show all payments being processed by the bank for up to 5 days.
  
  
• Active shows all future-dated payments until the payment date. On the payment date the status will change to despatched or failed.
  
  
• Despatched shows all payments sent by the bank on that day.
  
  
• Partially despatched shows all bulk payments which were partially despatched on that day.
  
  
• Cancelled shows all payments which have been cancelled on that day.
  
  
• Failed shows all payment which have failed that day.

Yes. You can export a PDF.

Only single Faster Payments can be processed on non-working days.

A payment can be cancelled during the creation and/or authorisation stages.

Same day payments will need to be cancelled before the payment is authorised. Once authorised we’ll begin processing. The payment can’t be cancelled beyond this point.

Future-dated payments can be cancelled at any time up until the actual payment date.

There can be a number of reasons why a payment can’t be cancelled. Please contact the Online Helpdesk on 0333 207 2317.

Please contact the Online Helpdesk on 0333 207 2317.

In Santander Connect Plus you’ve the option to create flexible rules for the authorisation of payments.

When Payment Authorisation Groups is switched on all payments are subject to the Payment Authorisation Groups rules.

This allows your users to be put into groups of authorisers. You can then decide which group(s) need to authorise a payment based on the payment amount.

When you switch Payment Authorisation Groups on your users will be able to access the new payments authorisation screen.

• You can create a maximum of 10 Payment Authorisation Groups with names to easily identify them.
  
  
• There’s no maximum number of users which can be added to a Group.
  
  
• A user can only belong to one Group.
  
  
• You can then assign groups to Tiers using ‘And’ or ‘Or’ rules to create authorisation rules. 

Tiers allow you to create flexible authorisation rules based on the value of the payment. For each Tier you’ll need to specify a minimum value and a maximum value. You’ll also need to assign groups which can authorise payments of this value.

• Each Tier can be renamed to make them easy to identify.
  
  
• You can create a maximum of 5 Tiers.
  
  
• Each Tier can have a maximum of 3 rules.
  
  
• Payment Tiers apply to all payment types.
  
  
• The first Tier must start from £0.00 and there can be no gaps between tiers. For example If the first tier is £0.00 to £1,000 then the next tier must start from £1,000.01.
  
  
• Any non-GBP payments are converted to GBP to determine which tier rules will apply.

Payment Authorisation Groups work by:

1. Adding your online banking users into groups of authorisers (Group A, Group B, Group C etc…).
   
   
2. You can then decide which groups need to authorise a payment based on the payment amount. Groups can be assigned to a tiers using AND or OR rules.
   
   
   • AND rules mean authorisation is needed from two or more group(s) For example: Group A + Group B
     
     
   • Or rules allow for different groups / rules to be involved in the same tier. For example Group A + Group A or Group B

For example:

Payment Authorisation Groups:

• Group A: User 1, User 2, User 3
  
  
• Group B: User 4, User 5, User 6
  
  
• Group C: User 7, User 8
  
  
• Group D: User 9, User 10, User 11

Payment Authorisation Tiers and Rules:

• Tier 1: £0 - £50,000 = Group A
  
  
• Tier 2: £50,000 - £100,000 = Group A + Group B
  
  
• Tier 3: £100,000 - £500,000 = Group C + Group C Or Group C + Group D
  
  
• Tier 4: £100,000 - £1,000,000 = Group D + Group D + Group D
  
  
  • Tier 1. Requires 1 user from Group A for a payment to be authorised.
    
    
  • Tier 2. Requires 1 user from Group A and 1 user from Group B for a payment to be authorised. The authorisations are not sequential. The user in Group B could authorise before the user in Group A.
    
    
  • Tier 3. Requires 2 users from Group C OR 1 user from Group C and 1 user from group D for a payment to be authorised. This must be 2 different users from Group C.
    
    
  • Tier 4. Requires 3 users from Group D for a payment to be fully authorised. The payment must be authorised by 3 different users from Group D.

There are no additional charges for using Payment Authorisation Groups. The standard Santander Connect Plus fees apply for online accounts and online users.

Payment Authorisation Groups can be switched on by Administration in the Administration tab.

To switch PAGs on you’ll need to have created your Groups and Tiers. You can edit your Groups and Tiers at any time before switching PAGs on.

There can be no payments pending authorisation when switching PAGs on.

When switched on, PAGs will override your existing payment limits. This includes 3 types of company limit. The maximum value of your last tier will become your new Company Payment Limit.

While PAGs is turned on you can’t amend tiers or rules.

Yes. PAGs is integrated with Dual Administration.

PAGs can be switched off by admin user in the Administration tab.

There can be no payments pending authorisation when switching PAGs off.

Follow these instructions if you clicked ‘Faster Payments’.

To view and authorise a payment you’ll need the appropriate payment authorisation service for the type of payment you wish to cancel. Check with your administrator to make sure you have the required services.

From the Payments tab, select ‘Authorise Payments’ from the left-hand menu. This will display all payments that the user can cancel. Some payments may be listed on additional pages, click ‘next’ from the navigation buttons to review subsequent pages of payment listings.

Follow these instructions if you've clicked through to this page from the 'Go to payments overview’.

To cancel a payment, you'll need the appropriate payment authorisation permissions. Check with your administrator to make sure you have the required services.

Choose ‘Approve payments’ from the left-hand menu.

From the main ‘Payments approval’ screen you’ll see a set of options to the right of each payment.
 

To view and authorise a payment you’ll need the appropriate payment authorisation service for the type of payment you wish to cancel. Check with your administrator to make sure you have the required services.

From the Bulk Payments  option, choose ‘Approve Payments’ from the left hand menu.

From the main Approval Payments screen you’ll see:

• Details – enables you to view all the payment details. From here, you will also have the options to cancel the payment, to repair the payment and to authorise the payment.
• Authorise – allows you to authorise the payment . You can select up to a maximum of 10 payments at once to be authorised. Note the number of payments authorised at once will increase when the feature is fully rolled out.
• Cancel – cancels the payment.
• Repair – allows you to send the payment back to be repaired by the initiator as opposed to a complete rekey of the payment.

You can cancel up to 300 payments at the same time in the old version of Connect. However, if you're using the new version and have selected 'Go to payments overview', then the limit has changed to 50.

Any user who has the relevant permissions can cancel a payment. Cancelling payments does not follow the PAGs payment rules.

Click here for help and support when using your security device.

Use these instructions for international payments or single domestic payments that haven't been initiated through the 'Go to payments overview' button.

To reset the authorisation on a payment you will need the appropriate roles for the type of payment you wish to reset. You will need to consult your Administrator to ensure you have the required role.

From the Payments tab, select Authorise Payments. This will display all payments that the user can reset.

A maximum of 300 payments can be reset with one use of your security device.

Help and support when using your security device.