Payments

• How can I add an account to the list of accounts I can access through
  BCV-net?
  
  Click on the "Contact" tab in the menu in the top right-hand corner of the page, then click on "Send us a message". Select "Update the list of accounts you can access through BCV-net" then enter the account number(s) you would like to add or remove, and click on "Send."
• How do I set up a standing order?
  
  Click on "Payements/Standing orders" in the left-hand menu, then click on the type of payment required. Once the payment template is displayed, select "Standing order" under "Type of payment" near the top of the page on the right.
• If I make several payments for the end of the month, do I have to change the execution date each time?
  
  No, you can personalize your settings so that the last date entered is automatically re-entered for each payment.
  
  Click on "Personalization" then check the box next to "Remember the previous payment execution date" and then click on "Confirm".

• What information do I need to make a payment abroad, apart from the beneficiary’s details?
  
  In order to make payments in the countries listed below, you must have the beneficiary's IBAN (International Bank Account Number) and the SWIFT/BIC code.
  
  

  List of countries		Compulsory length of IBAN
  Andorra		24
  Austria		20
  Belgium		16
  Croatia		21
  Cyprus		28
  Czech Republic		24
  Denmark		18
  Estonia		20
  Faroe Islands		18
  Finland		18
  France		27
  Germany		22
  Gibraltar		23
  Greece		27
  Greenland		18
  Hungary		28
  Iceland		26
  Ireland		22
  Italy		27
  Latvia		21
  Liechtenstein		21
  Lithuania		20
  Luxembourg		20
  Macedonia		19
  Malta		31
  Monaco		27
  Netherlands		18
  Norway		15
  Poland		28
  Portugal		25
  Romania		24
  San Marino		27
  Serbia and Montenegro		22
  Slovakia		24
  Slovenia		19
  Spain		24
  Sweden		24
  Switzerland		21
  Tunisia		24
  Turkey		26
  United Kingdom		22

  
  Information required for the following three countries:
  
  

  USA		Fedwire (FW) / ABA / Routing		9
  Australia		BSB		unknown
  Canada		TRANSIT		unknown

• My payments are not always executed ("pending" status). Why is this?
  
  Make sure that you have sufficient funds in your account to cover your payments.
  
  If you have any questions or require further information, please do not hesitate to contact our Call Center on 0844 228 228 or 021 212 10 00.

• How do I cancel a pending payment?
  
  You cannot cancel or modify a pending payment.
  
  Please contact our Call Center on 0844 228 228 or 021 212 10 00.

• Is there any software I can use to enter my payments without connecting to the internet?
  
  Yes, you can get a free download of "Netbanking" (for PC) or "QuickPay" (for Mac) from BCV.
  
  Download NetBanking and/or QuickPay

• How much in advance can I enter my payments?
  
  You can enter payments in BCV-net for execution up to the end of the following year (for example, in 2009, you can enter payments to be executed up to 31 December 2010).

• Can I make a list of previous beneficiaries?
  
  Yes, when you enter a payment click on "Store payment" to save the payment details.
  
  N.B. Payment amounts are not stored in this list.

• I have a pen scanner for orange payment slips. Can I use it with BCV-net?
  
  Click on "Pen scanner" in the left-hand menu under Payments/Standing orders.
  Make sure you have selected the correct driver in your PayPen settings. To do this, click on the "Banking" tab and select "BCV-net Lecteur Optique."

• Why do I have to validate certain payments?
  
  As an additional security measure, you may be asked to validate certain types of payments that you do not normally make. BCV-net will also ask you to validate certain types of payments made to new beneficiaries.
  
  BCV-net will suggest you validate your payments, i.e. confirm that you want the payment in question to be executed.
  
  N.B. You will not be asked to validate future payments to the same beneficiary.
  
  If you use the BCV Access Card as your authentication method, BCV-net will ask you for a new code from your card to validate any unusual payments. Once you enter the correct code, the payment is executed. The same type of procedure applies if you use a BCV e-code reader.
  
  If you have chosen authentication via text message, BCV-net will send a new code to your mobile phone, which you then enter in the field provided.

Accounts

• Where can I find bank statements, notifications and documents that I need for my tax return?
  
  Click on the “e-Statements” tab to display a list of your statements and notifications.
  
  If you’re looking for one in particular, select “Search e-Statements” in the left-hand menu and enter your search criteria.
  
  To display a list of all the statements and documents you need to complete your tax return, simply select “Tax Return” from the left-hand menu.
  
  If you require any further information, please do not hesitate to contact our advisors on 0844 228 228 or 021 212 10 00, Monday-Friday from 7:30am to 7:30pm.

• How do I find my IBAN?
  
  Click on the account name to display "Account terms". You’ll see your IBAN at the bottom of the page under "Your bank details."
  
  Your IBAN is also shown on the documents you receive from BCV.

• Can I have my account balance sent to me via text message?
  
  Yes, just click on "Text messages" and chose which text message services and alerts you would like to sign up for.

Security

• How do I change my password?
  
  Go to "Personalization" at the top of the page. Click on "Security," change your password, then click on "Confirm." Your new password is valid immediately.
  
  N.B. E-code users cannot change their password in this way.

• How can I change my authentication method from the BCV Access Card to the code sent via text message?
  
  Connect to BCV-net, then click on the "Text messages" menu. Follow the 4 stages step-by-step. Your password does not change.
  
  Or contact our Call Center on 0844 228 228 or 021 212 10 00, between 7:30am and 7:30pm, Monday to Friday.
  

• Is BCV-net completely secure?
  
  Yes! Security on BCV-net meets the highest standards on the market and is underpinned by the following three factors:
  
  1. Encryption
  Web browsers provide basic data encryption procedures which may be acceptable for certain types of application; they use 40-bit encryption keys, which can be easily broken. As we want to offer you the most comprehensive and secure service possible, we have adopted 128-bit VeriSign Inc.© encryption keys. Furthermore, to make things easier for you, there is no need to launch an encryption program before using BCV-net.
  
  2. Identification
  In order for somebody else to access your account through BCV-net, they need your three access codes, i.e. they need your user ID, your password and access to your mobile phone when logging on. So it’s really up to you not to lose any of these or reveal them to a third party.
  
  3. Protecting your session
  Your BCV-net session will time out if it is inactive for ten minutes. For your own security, you will have to log on again if this happens. We also ask you to click on "Logout" once you have finished using BCV-net to prevent anyone who uses your computer in the 10 minutes following your session from gaining access to your data and making transactions in your name.

• What do I do if my computer is used by other people?
  
  If your session is inactive for ten minutes, the system will automatically close your BCV-net session to prevent an ill-intentioned person from accessing your data in your absence. If you wish to continue using BCV-net, you will need to log in again. However, we strongly advise you to click on "Logout" whenever you leave your computer unattended, even if it is only for a few minutes.

• How can I block my BCV-net access?
  
  If you enter the wrong password 4 times or an incorrect code 5 times, you will be locked out of the system. Where there is a risk of unauthorized use, you can block your access yourself by entering a wrong password 4 times or an incorrect code 5 times.
  
  In any case, please contact our Call Center on 0844 228 228 or 021 212 10 00, or write to us.

Miscellaneous

• How can I include more entries in the list of transactions?
  
  Click on "Personalization" at the top of the page. Go to "What transactions do I want included in the transactions list?" and make your choice in the scroll-down menu to the right.

• I have changed my email address. How can I update my email address so that I can continue receiving BCV-net alerts?
  
  Go to "Personalization" at the top of the page. Click on the "Contact" tab, update your email address, then click on "Confirm" at the bottom of the page.

• How to contact us?
  
  

  1. By telephone: 0844 228 228 and 021 212 10 00, between 7:30am and 7:30pm, Monday to Friday.
  2. By email

• Where can I find the BCV-net Terms and Conditions?
  
  BCV-net Terms and Conditions

• Why do I sometimes not receive text messages?
  
  Try switching off your mobile phone then switching it back on again; this normally solves the problem.