Darlingtonline

On Tuesday 25 July we launched a new version of Darlingtonline. Because we have changed the system in which our online platform sits on, all members will need to register to use the new version.

If you used our old version you will also need to re-register as your current Darlingtonline login details will no longer work.

You will be able to log straight in and access your accounts as soon as you have re-registered.

To register to Darlingtonline you must have a mobile number registered to your account. If you need to add a mobile number to your account, please contact us on 01325 741 049.

If you used our old version of Darlingtonline, you will still need to register and your current Darlingtonline login details will not work.

Watch this handy video on how to register, or follow the steps below.

Step 1 ) Click “Register”

Step 2 ) Enter your personal details and click Continue.

If you’re using a mobile, then when entering your DOB its easier if to click the current year in the top left corner of the calendar and scroll to your birth year. Then, you can scroll to your birth month and click the day.

Your details will need to match what we hold on our system. If your name is hyphenated, please make sure you include this.

If you’re having difficulties, please check your passbook, investment certificate or mortgage statement and double check your details. Make sure you include a space in your postcode too.

Step 3 ) Select either Savings or Mortgage account (depending on which you have) from the drop down menu and enter your account number. You can use any of your account numbers here and once registered, you will be able to view details of all of your accounts.

Step 4 ) Read and accept the terms and conditions and click Continue

Step 5 ) Enter your security details and click Complete Registration

Step 6 ) Click Sign In to complete the Registration process

Logging in for the first time

If you used our old version of Darlingtonline, you will need to re-register to use the new version, and your current Darlingtonline login details will no longer work.

We will send an authentication code by text message to the mobile number that is registered to your account, you will need to enter this before you can sign in.

Secure authentication is an essential part of online banking, and you will not be able to use Darlingtonline if you don’t have access to a mobile phone.

Before logging in we will then ask you to confirm your contact details and contact preferences.

If you have closed your browser before completing the authentication process

Step 1) Enter your Username

Step 2) Enter your password

Step 3) Enter the characters we ask for from your passcode

Step 4) Enter the secure authentication code sent to the mobile number associated with your account

Step 5) Complete your email address and home telephone number if applicable

Step 6) Select your contact preferences and continue

What is my username?

Your username is the unique ID you have selected at registration and will be used to access Darlingtonline, along with your password and passcode. It’s important that you remember it, as you need it every time you log in. If you have forgotten your username, you can request a username reminder by clicking “Request a username reminder”

What is a password and passcode?

When you register, you will need to create a password and passcode (cannot be the same as the password). These two items make up your security information. It’s important that you remember them, as you need them every time you log in. Choose your own details and keep them secret – never write them down or disclose them to anyone.

How to reset your password and passcode

You can reset this by clicking on “Reset Password” on the welcome page and entering your details. You will need your personal details, account number and the mobile associated with your account to reset your password.

You can find your Darlington Building Society account number in your savings passbook or latest mortgage statement.

We will then send you an authentication code. Once you have successfully entered the authentication code you will be able to reset your details. If your mobile number is not shown please call our Support team on 01325 741049

Can I change my username?

You can change your username by logging in to Darlingtonline and clicking “My Details” followed by “Security Details”. Type your new username in the “New Username” field. Your new username must be unique. You will need to choose a new username if your chosen username is already in use.

You will need to enter an authentication code sent to the mobile number associated with your account to save the changes.

How do I view my account and transactions?

When your accounts have been added to Darlingtonline, you can view them from your account summary page. To view more information about each account just click on the ‘Account Details’ button of each account.

You can download your transactions by clicking on the download transactions icon on the Transactions page. This will create a .csv file. with all your transaction details in it. You can also print your transactions by clicking the printer icon.

Can I register more than one account?

Each time you log into Darlingtonline we will check for any eligible accounts and add these to your Account Summary. Please note that not all accounts are eligible for Darlingtonline.

If you are unable to see an account, please contact our Support Team on 01325 741 049 who will be able to check if the account is eligible for this service.

What if my account information looks incorrect?

If information on your account looks incorrect or suspicious in any way you should contact our Online Support Team using the secure messaging facility, by telephone on 01325 741 049 or email onlinesupport@darlington.co.uk.

Do I need to have cookies enabled?

Yes. Darlingtonline uses cookies to assist navigation and to prevent fraud in the system.

Do I need a specific Internet Service Provider (ISP) to access Darlingtonline?

No, you can access our system via any ISP. This includes internet browsing on a computer, tablet, or smartphone. You should use the most up-to-date version of your browser for security purposes and to ensure Darlingtonline runs to its best capability

Using secure messaging

You can contact our Online Support Team through the secure messaging service whilst you are signed into Darlingtonline. The team can also send you a secure message in relation to your accounts.

Our messaging system is secure, and you can feel safe in the knowledge that:

• No details of the message will ever be sent in the email notification;

• Email notifications will not include login details; and

• We will never send or ask for any personal or account information over email

Step 1) Click “Messages” from the menu

Step 2) To view your message scroll over it and click anywhere in the shaded area to open it

Step 3) To reply, click “Reply”, type your message, and then click “Send message”

Step 4) To send us a new message, click “Send a new message”, select your account number, select a subject, type your message, and click “Send message”

Step 5) We will send you an email notification when a message has been sent or is replied to

How do I make a transfer?

You can make a transfer by clicking “Move Money” from the menu. You can make a transfer to your nominated account, to your own Darlington Building Society account or to a Darlington Building Society account in someone else’s name.

Why does my account not appear in the account withdrawal list?

Accounts will only have a transfer option if transfers are allowed on that account via the Darlingtonline system. Please check the terms and conditions of your account for more information or contact our Support Team on 01325 741049

My account is displayed as “this account does not allow transactions online” what does this mean?

Fixed rate bonds and Fixed rate ISAs will not allow withdrawals online. This may also be displayed if your account is dormant and has not been transacted on in the last three years or multiple signatures are required to authorise withdrawals. You can still deposit into your account providing the terms and conditions of your account allow this.

What is a nominated bank account?

A nominated bank account is a non-Darlington Building Society bank account you wish to be able to transfer money into from your Darlington Building Society savings account.

Can a nominated bank account be in someone else’s name?

No, the nominated bank account must be in the same name as the Darlington Building Society savings account you are transferring money from. If you hold a joint account with us, the nominated account can be in either account holder’s name.

Setting up a nominated bank account

To transfer money out of your account, you need to register a UK bank account to transfer money into. This bank account is called a nominated bank account.

The nominated bank account must be in the same name as the Darlington Building Society savings account you are transferring money from. If you hold a joint account with us, your nominated account will become the nominated account for both account holders.

If you have an existing nominated account with us, you will be able to make transfers to this account online as long as the terms and conditions of your Darlington Building Society account allow this.

If you don’t already have a nominated bank account you can set one up by following these steps

Step 1) Choose “My Details” from the menu followed by “Nominated account details”.

Step 2) Enter your bank details.

Step 3) You can make transactions as soon as your nominated bank account details have been approved.

You can change your nominated bank account details at any time: Log in to Darlingtonline and on the menu bar, click “My Details” followed by “Nominated account details”. Click on the “Edit” button and submit your changes. If you have a pending request to change your nominated bank account you will not be able to edit your bank account details.

How to make a transfer

Step 1) Click “Move Money” from the menu bar.

Step 2) Select what you would like to do:

• Withdraw to your nominated account

• Transfer money between your Darlington Savings Accounts

• Transfer to another member’s Darlington Building Society account

Step 3) Select the account to withdraw from, amount to be transferred (between £10 and £25,000) and purpose for withdrawal if withdrawing to your nominated account

Step 4) You will need to complete Secure Customer Authentication to submit your transfer if you are transferring funds to another member’s Darlington Building Society Account.

How much money can I transfer to my nominated account?

The minimum transfer limit is £10, and the maximum limit is £25,000. If you would like to make a withdrawal above these limits, please contact the Online Support Team using the secure message facility. We will send you a cheque for withdrawals above £25,000.

Can I transfer money on a date in the future?

No, you will need to log onto Darlingtonline on the day that you would like the transfer to take place.

How long will my request take?

Your account details and transactions are updated once a transaction has been made. Withdrawal requests received by 3.00pm will usually reach your nominated bank account by the end of the following working day. A working day means Monday to Friday 9am to 5pm and excludes bank holidays. We cannot guarantee when a payment will reach your bank account.

How do I close my account?

You can use Darlingtonline to close your eligible accounts.

If your closure balance is over £25,000, please contact the Support team we will send you a cheque in the post. We can’t make a transfer to either a bank account or another Darlington Building Society account if the closure balance is over £25,000.

To close your account click Move Money, select Withdraw to Nominated account click the tickbox to withdraw your full balance and close the account.

To close your account and transfer the funds to another Darlington Building Society account, please contact our Support Team on 01325 741049.

Can I close the account by cheque and have the cheque made payable to someone else?

No, cheques are only made payable to the account holder (s) and to the address we hold in our records.

Can I close the account and have the balance transferred to an account that isn’t my nominated bank account?

No, you can only transfer the closure balance to another available Darlington Building Society account or your nominated bank account only.

Is Darlingtonline secure?

For someone to gain access to your account details, they would need your username, password, and passcode. You should keep these secure by not writing them down or storing them on your personal computer. Keep them secret and never share these details with anybody else. We will only ever ask you for this information as part of the login process.

We recommend that you change your password and passcode on a regular basis. You can do this within Darlingtonline using the ‘Security details’ option in the My Details menu. You must use a mixture of uppercase and lowercase letters, numbers and at least one special character within your password. Avoid using words that may be easy for others to guess, such as the name of a family member or your birthday. All information transmitted between your personal computer and the Darlingtonline server is encrypted.

When will I be asked to use two-factor authentication?

You will need to set up two-factor authentication the first time you log into Darlingtonline. We will ask you to confirm your mobile and we will send you a text message with a one-time authentication code. We will use Two Factor identification every time you want to add or change a nominated bank account, transact to another individual’s Darlington Building Society account, reset your security details or update your personal details.

What is Secure Customer Authentication (SCA)?

Strong Customer Authentication (or SCA) is a process designed to reduce fraud and make your Darlingtonline account more secure. It gives a two-step process by using a one-time code via text message, as well as your password and passcode, to log in and make changes to your account. This helps us ensure you are legitimately accessing your own account, increasing security for the system and your account.

What can I do to help keep my information secure?

You should check that you have current anti-virus/spyware software and a personal firewall installed. You should also use the most up-to-date version of your browser. Treat any emails or phone calls requesting personal financial information with extreme caution; we will never ask you to reveal your password or memorable information, other than as part of the login process.

If you want to know more about keeping yourself safe from fraud, we suggest the following websites:

https://www.getsafeonline.org

https://www.financialfraudaction.org.uk

https://www.actionfraud.police.uk

How do I change my security details?

If you need to change your security details, log in to Darlingtonline and click “My Details” followed by “Security details. You can change your username, password and passcode by entering your new details and clicking “Save security details”. You will be asked to complete secondary authentication to complete this process

How do I change my personal details or contact preferences

If you need to change your personal details log in to Darlingtonline and click “My Details” followed by “Personal details”. To change your personal details click “Edit personal details”. You can change your email, home telephone and contact preferences on this page. You will be asked to complete secondary authentication to complete this process.

If you need to change any other details you can send us a secure message to notify us of the change or contact us on 01325 741049. Please note that we may contact you to verify your identity prior to making a change. Further identification may be required.

How long does it take for personal changes to take effect?

Personal details update immediately (email, phones numbers). Security details changes take place immediately. Contact preference changes may take up to 1 working day to update.

If you hold a notice account you can apply notice using Darlingtonline. To apply notice to your account.

Step 1) Click “Move Money” from the top menu and select the “Notice to Withdraw” button

Step 2) Select the account from the drop down menu

Step 3) Click “Add a new withdrawal notice”

Step 4) Enter the amount to withdraw and confirm the withdrawal date and notice expiry date

Step 5) Review the notice details

Step 6) Confirm the notice details

You must submit your transfer request either using Darlingtonline or in branch between the withdrawal date and the notice expiry date. If you do not request the withdrawal during this time, the notice will lapse and you will need to request a new notice.

You can make deposits using your debit card to an eligible account using Darlingtonline.

Step 1 ) Click “Move Money” from the top menu and select “Make a Deposit”. To access this feature you must hold at least one Darlington Building Society account eligible to receive deposits

Step 2) Select the required account from the drop down menu and input the amount to deposit

Step 3 ) Input the card details as requested

Funds will take at least one working day to reach your account.

To open a new Savings account online you must be at least 18 years old, a UK resident and applying for an account in your own name only. You must be registered for Darlingtonline to open an account online.  If you are eligible, you can open a new Savings account by accessing the “Apply” button in the menu bar.

Will I receive a passbook with this account?

You will not be issued with a passbook if you open your account online. You can check your transaction history by visiting “My Details” and clicking on the transaction tab.

This will depend on the account terms and conditions. You can view the account terms and conditions by clicking “Account details”. To add another holder to the account, you will need to complete our additional holder forms. To find out more, you can send us a secure message, email onlinesupport@darlington.co.uk or call us on 01325 741049.

Not all of our accounts will be available online. If the account is still available you will need to complete your application with one of our branches if the account is not available online. You can download the relevant application forms and find out more by visiting All Savings Accounts.

You can view your new account online as soon as you have completed your application by clicking back to your account list. We will send you a welcome email within 5 working days of opening the account.

Our accounts can be withdrawn at any time without notice which may mean you are no longer able to deposit into your account so we would recommend you credit the account with your deposit as soon as possible.

Please be aware that if we do not receive the opening balance for your new account within 28 days your account will be closed.

What if I change my mind?

If you change your mind, you can cancel the account up to 14 days from your account being opened.  Just contact our online support team on 01325 741049 or pop into your local branch and speak to one of our colleagues.

How will I know which of my accounts was opened online?

The account name will include “E”. This means you have opened this account online.

You can deposit into your account from one of your existing accounts by completing a transfer online if your account is eligible or by debit card using the “Make a Deposit” feature.

To deposit into your account by electronic transfer, you will need to use the details below.

Sort code:  40-05-30

Account number: 14575881

Reference number: Your Darlington savings account number is classed as a reference number.  Please only enter this number in the reference field.

You can access your specific account terms and conditions by clicking on “Account Details” from your account list and clicking on “view product terms and conditions”. You may need to scroll through our Closed accounts page if this is an account you can no longer open.

The Society Savings terms and conditions and Financial Services Compensation scheme information can be found here: Savings Hub.

Accounts can be withdrawn at any time without notice. We will update our website as soon as possible after an account has been withdrawn. If the account is no longer available online, please check for other available accounts online or review our available accounts in branch.

Read and save a copy of the Darlingtonline Terms & Conditions.