Frequently Asked Questions (FAQs)

General

Why am I being asked to log into Barclays iPortal?

Barclays iPortal provides a single point of access to our digital products and services, including Payment & Reporting (Barclays.Net).

We have many exciting new features planned to be introduced to Barclays iPortal, and the first part of this multi-year enhancement begins in 2021. You will need to access Barclays iPortal in future to ensure you can get the most out of our new improved features.

You can learn more about Barclays iPortal through the below link:

About Barclays iPortal


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How do I Log into Barclays iPortal?


Visit https://iportal.barclays.com.

Your existing Smart Card or Barclays Biometric Reader will allow you to log in. Your trusted sites may need to be updated before you can access the service.


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How do I access Barclays.Net via Barclays iPortal?


Barclays.Net can be accessed via the single sign on link in the top right corner of your Barclays iPortal homepage.


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What does 'Digital Channels' mean?


'Digital Channels' is the name Barclays uses to summarise the channels we offer. Digital Channels covers Barclays iPortal and Barclays.Net. Please speak to your Relationship Team if you would like to know more.


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I have selected to download multiple reports from Barclays.Net but nothing is happening?


The speed of downloading reports varies depending on the number of reports selected to download, the size of each report and the speed of your internet connection. Once the ‘download’ button has been clicked and the ‘time warning’ message has been accepted, the download will start and you will then be presented with the option to ‘open’ or ‘save’ the reports. Please note that the download could take several minutes and depending on the internet browser being used there may be no indication of progress during this time.


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Where can I find my Client ID?


You can locate your Client ID by clicking profile in the top left hand corner of the screen on Barclays iPortal. Alternatively, please call the Helpdesk (opens in a new window).

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Who can I contact for help with my Digital Channels?


Please visit our Contact us (opens in a new window) section for further information. 


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How do I know what changes are coming to Digital Channels?


We reguarly look to update our Digital Channels functionality based on new developments and client feedback.

We produce a 'Summary of Updates' document prior to each update. The Summary of Updates will be displayed in the Latest News Widget on the iPortal Dashboard (Homepage) and on the Barclays.Net login page.

The 'Summary of Updates' can also be located on this Help Centre under Summary of Updates (opens in a new window).

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Will I be made aware of any outages?


Any planned outages to Digital Channels will be displayed via Announcement tool that you first see when logging into iPortal, the ‘Message’ section of iPortal and the Barclays.Net login page depending on the impacted channel. If subscribed to Service Announcement alerts in iPortal you will also receive an SMS/email.


Planned outages will be arranged outside of working hours wherever possible with sufficient notice provided.

If we experience any unplanned outages, information of these will be displayed on the relevant login pages of our Digital Channels.


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How do I add a new account to Digital Channels?


To add an account within Digital Channels will depend on how your organisation has been set up. There are two ways a new account could feed into Digital Channels:

1. Depending on your Digital Channels set-up new account(s) may feed automatically. You will need to ensure you add the new account to an Account Group (Barclays.Net only) and/or Role Profile to view them.
2. You may need to complete a 'Digital Channels Client Amendment Form' which will need to be signed and then posted to the address specified within the Form. Information regarding who can sign the form is contained within the Declaration section of the form.

Note: The Client Amendment Form can be found by navigating to ‘Help and Forms’ within Barclays iPortal.


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How do I add a new Legal Entity?


To add a new UK Legal Entity to Digital Channels, the 'Digital Channels Legal Entity Registration Form' should be completed.

Note: The 'Digital Channels Legal Entity Registration Form' can be found by navigating to ‘Help and Forms’ within Barclays iPortal.

It should be completed, printed and signed in accordance with the form's instructions and either sent to the email address or postal address stated within the form.

To add overseas entities please contact your Relationship Team who will be able to advise you further.


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Where can I access the Client Amendment Forms for Digital Channels?


All Amendment forms can be located in the 'Help and Forms' section of Barclays iPortal. 

Please see the relevant section below for further information:

UK Clients

UK clients can access the following three forms from the Forms section:

Digital Channels Client Amendment Form
Digital Channels Administrator Amendment Form
Digital Channels Legal Entity Registration Form

It should be completed, printed and signed in accordance with the form's instructions and either sent to the email address or postal address stated within the form. Please ensure that you’re completing the correct form based on whether you are a Business Banking, Corporate Banking or Private Banking client to avoid any delays.

Where any of the individuals signing the form are not on the current bank mandate (or other applicable authorisation document) an authorised signatory on the mandate must verify the signatures. Sole signatories, e.g. only one Director, must have their signature witnessed

Digital Channels Client Amendment Form

This form should be used when requesting 'non-self-serve' amendments, such as adding new payment type, to the service.

Digital Channels Administrator Amendment Form

This form should be used when requesting amendments to administrators and/or administrator authorisation requirements.

Digital Channels Legal Entity Registration Form

This form must be completed by the Legal Entity who wishes to be added to an existing Barclays iPortal client set up.

Overseas Clients (Non UK)

Please speak to your Relationship Team for details of how to make amendments outside of the self-serve amendments.


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What amendments have to be submitted directly via the Relationship Team?


Clients should contact the Relationship Team directly to initiate the following amendment types:

• Add/amend/remove Three Day Payment Headroom Limit (UK clients only)
• Removal/granting of client access
• Add/remove ordering party facility to a Legal Entity 
• Delete a client 
• Make a client active/inactive

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How do I cancel my Digital Channels service?


To cancel your Digital Channels services please contact your Relationship Team to discuss.


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I have re-ordered stationery for a recently opened new account, where is it?


Please check that the status for the re-order in your 'Activity' list is processed. If it is then contact your Servicing Team for assistance.


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Security

What can I do to try and prevent fraud / have the highest level of security when using Digital Channels?


You can specify the level of control you want for the system - including the number of authorisers for payments/ collections/ templates.

Barclays recommends all users take the following steps to stay safe online-

• Keep PINs and smart cards secure at all times
• Do not allow web browsers to store your PIN
• We strongly recommend that you choose the Authorisation Required/Dual Authorisation option for the authorisation of payments
• Users should always remove the smart card from the card reader (even while still logged in) when the smart card is not being used to sign a payment/collection/template or perform an administration change.

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What security measures do Digital Channels have in place to protect against fraud?


Our Digital Channels use a variety of security measures to protect against fraud which include the following:

Keeping you up to date with Fraud announcements and advice
Barclays will ensure that the latest announcements are displayed within Latest News on the iPortal Dashboard, and in the Service Information section of the Barclays.Net login page

A detailed security guide for all users has been published to highlight best practice for staying safe online.

Encryption technology
Our online services are held on secure servers that use encryption technology. You can recognise this by the website address at the top of your screen, which should start with 'https'. This helps to ensure that information passing between your PC and the bank is secure.

Our online services use Secure Sockets Layer (SSL) protocol for managing your encrypted session and 128-bit encryption.

Online Certificates
Certificates are issued by trusted third party companies and let Internet users know that the web site is secure and genuine. To check the certificate, select the yellow padlock symbol displayed on your browser screen. By left clicking on the yellow padlock symbol check that the name on the certificate matches the site you are in and that it has a valid date.

Check the URL begins with 'https' - this shows it is secure.

Card reader technology
Barclays have invested in the latest card reader technology to ensure our users remain safe whilst online. Our clients can choose to use either our Biometric Finger Scanner or our Smartcard Reader.

Dedicated team to investigate suspicious and fraudulent emails
If you have received a suspicious email that claims to be from us, please forward it to internetsecurity@barclays.co.uk and then delete the email immediately.


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I suspect there has been unauthorised use of a smart card - what should I do?


Any compromise of the smart card, or disclosure of the PIN (accidental or otherwise) must be reported to the Helpdesk (opens in a new window) and your administrator who must suspend the card and order a replacement smart card within your User Admin Section immediately. 

Your organisation may be liable for any loss resulting from any unauthorised use of the smart card between the time of loss, compromise or disclosure until it is reported to the Bank.


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Are there any security obligations that I must comply with when using Digital Channels?


All users must read our Security Guide PDF† (357KB) (opens in a new window) before logging in to our Digital Channels.


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What should I do if I have fallen victim to fraud on my account(s)?


Please contact your dedicated Fraud Team (opens in a new window) to record the incident. They will advise you further.


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I have received a suspicious electronic communication, what should I do?


If you have received a suspicious electronic communication (e.g. email, Twitter and Facebook) that claims to be from Barclays, please forward it to internetsecurity@barclays.co.uk before opening then delete/block the contact and communication immediately. Barclays will never;

• Ask you to reveal your PIN
• Contact you to ask you to change your PIN
• Ask you for your password
• Send unsolicited emails containing links to other web pages
• Send unsolicited requests to download software
• Ask for your smart card number, except in response to a call from you to resolve a specific issue

It is your responsibility to ensure that we have your current contact details and the correct details for your key personnel that are authorised to access accounts and services on your behalf.


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How do I order the Barclays Biometric Reader on Barclays iPortal for an existing Smart Card user?


To switch from a Smart Card user to a Barclays Biometric Reader (BBR) user, select admin > users > amend user (users must be in an active status to switch devices). Under ‘security details’ select the authentication method required ‘Biometric’. A user can have either Gemalto or Biometric assigned.

If you switch a user from a Smart Card user to a Barclays Biometric Reader (BBR) user you will need to order them a device reader under the 'Device Readers' section of iPortal.

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Software

What software is required for the device readers?


If you use a smartcard reader you will need the latest version of eSigner software installed.

If you used a Barclays Biometric Reader (BBR) you will need the latest version of Hitachi software installed.

Please visit https://signingsoftware.barclayscorporate.com/ (opens in a new window) for further information and to download the latest versions of software.

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Which operating system & internet browsers do the Digital Channels support?


Please refer to our Hardware & Software requirements guides (opens in a new window) to view what operating systems & browsers our compatible with our Digital Channels.


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Do I need anti-virus software?


When using our Digital Channels, you have an obligation to ensure your computer has up-to-date anti-virus software from a recognised and reputable provider. 


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I'm having difficulty in installing the software for my device reader - how do I resolve this?


If you are experiencing difficulties installing the eSigner (opens in a new window) or Hitachi (opens in a new window) software please refer our installation guides.


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How do I reinstall the device reader software?


If you need to re-install the software you need to uninstall the existing software first.

If you use a smartcard and reader, please refer to the eSigner technical support page (opens in a new window)

If you use a Barclays Biometric Reader (BBR) and sim card, please refer to the Hitachi technical support page (opens in a new window)

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Logging in

I have not received my PIN - who should I contact?


Please note it can take up to 5 working days for your PIN to arrive. Your PIN will be sent to the address specified within Barclays iPortal.

If your PIN has not arrived after 5 working days, please follow the below steps. IMPORTANT: it may take longer for your PIN to arrive if the address is outside the UK.

Step 1 - check the address where your PIN has been sent to.

Your PIN will be sent to the address registered under your User details within Barclays iPortal. A System Administrator can check this by going to:
Barclays iPortal > Administration > Users > click on your name from the list of users displayed
Please check with all occupants at the address to ensure the PIN has not arrived.

Step 2 – if your address is incorrect, a system administrator can update this by going to:
Administration > Users > Select the Hamburger Menu next to the User’s name (three vertical dots) > Amend User

Here the System Administrator can update your address details, click ‘Next’ and submit the change.
Depending on your organisation’s authorisation requirements, this may need authorising by a second administrator.

After your address has been updated a new smart card/PIN will need to be ordered, please refer to

Step 3 below. PINs cannot be ordered separately; a new smart card/PIN will be required.

Step 3 – how to order a replacement smart card/PIN. A System Administrator can do this by going to:

Administration > Users > Select the Hamburger Menu next to the User’s name (three vertical dots) > Order Replacement Device

Scroll down to ‘Order Replacement Device’ and select the reason for replacement. Click ‘Next’ and submit the change

Depending on your organisation’s authorisation requirements, this may need authorising by a second administrator.

Once authorised it can take up to 5 working days for your smart card/ PIN to arrive. It may take longer to arrive if the address is outside the UK.

Please note your smart card will be delivered to your registered security contact. The PIN will be delivered to the address registered in your ‘User Details’ (as explained above).

If your address is correct and it has been longer than the specified delivery time, please call the Helpdesk (opens in a new window) who will be able to advise you further.


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I have not received my smart card - who should I contact?


Your nominated Security Contact will be the named individual responsible for collecting any new software and equipment. First check with them to see if they have received the card. Once ordered, a card can take up to 3-5 working days to arrive but may take longer if the delivery address is outside the UK. If the security contact has not received the card, please call the Helpdesk (opens in a new window) who will be able to advise you further.


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I have locked my smart card and PIN - what should I do?


You will be unable to use the ‘locked out’ smart card again. An administrator can order you a new card and PIN.

Barclays iPortal - Administration > Users > Select the Hamburger Menu next to the Users name (three vertical dots) > Order Replacement Device

Depending on your organisations authorisation requirements, this may need authorising by a second Administrator.

Once ordered, the card and PIN can take up to 3-5 working days to arrive but may take longer if the delivery address is outside the UK. The card will be sent to the name and address of your nominated security contact and the PIN will go to the address registered for you on Barclays iPortal.


Once received, you will need to change your temporary PIN. Your Administrator will then need to activate the new card within Barclays iPortal by selecting Administrator > Users > My Worklist > Processed.

Note: If Barclays iPortal is part of your client set-up, follow these steps Administration > Users > Select the Hamburger Menu next to the Users name (three horizontal dots) > Activate Renewed Device.


Your Administrator should select your name, and within the drop down menu at the top select the option 'Active'. The Administrator will then need to select 'submit' and depending on your organisations authorisation requirements; this may need authorising by a second Administrator.


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How do I activate my card as a User?


Your Administrator will activate any User cards through the admin screens in Digital Channels. Your Administrator can visit 'Activating Users' (opens in a new window) if further information is required.


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How do I activate my card as an Administrator?


When your organisation is initially registered with Direct Channels, the activation of you device will be completed during your client activation call.

Subsequent Administrators can have their card authorised by other Administrators within the organisation. Should you have insufficient Administrators to approve through your authorisation levels you can call the Helpdesk (opens in a new window) who will complete the activation for you by taking the Administrators through security.


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What does 'Access Denied' mean?


Access Denied means that you do not have access to the system. This could be because your card is Inactive, or because the card you are using is invalid for another reason. Please refer to the Troubleshooting Guide (opens in a new window) for a more detailed explanation. If this does not successfully resolve your issue then please contact the Helpdesk.


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I can’t see a login button when trying to access Digital Channels sites - what should I do?


If no login button is displayed, this could mean you do not have the device reader software installed, you may need to add your Digital Channels sites to your trusted sites or you are using a 64 bit browser. Please refer to the No Login Button Troubleshooting Guide for PINPAD readers (opens in a new window) or Barclays Biometric Readers (BBR) (opens in a new window) for further assistance.


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I am receiving an error message when logging in to Digital Channels- what should I do?


Please refer to our Troubleshooting Guide (opens in a new window) which will take you through the most common solutions and what to do next if these do not resolve your issue.


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Functionality

What functionality is in Barclays iPortal?


Experience a seamless digital journey with Barclays iPortal. It provides a single point of access to our products and services, including Payments & Reporting, FX, and Open Banking

Debt, Liquidity, and Trade and Working Capital are also available to Corporate Banking clients

For more information, please visit our Digital Channels Help Centre or contact your Relationship Team.

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What functionality is in Barclays.Net?


Barclays.Net allows users to View Statements, Credit Advices, Make Three Day Payments, Three Day Collections, Same Day Payments, International Payments, SEPA Payments, View debit advices and much more.

For further information please refer to the 'About Barclays.Net' page within the Digital Channels Help Centre (opens in a new window).


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How far back can I retrieve statements in Barclays iPortal?


You can search for 6 years of historical account statements.

Corporate Banking clients can search for 13 months of PNCS (Pre-Notification of Changes) invoices.


 

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I have some questions about the content of my Liquidity Reports, who should I ask?


Please refer to your Relationship Team for assistance. This service is only available for Corporate Banking clients.


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How many cheques can I stop at once in Barclays iPortal?


There are 3 ways to stop cheques:

• Stop single cheque – stop up to 9 cheques on different accounts
• Stop multiple cheques – stop up to 9 cheques on one account
• Stop range cheques – stop a range of sequential cheques on one account.

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What do the different activity statuses mean in Barclays iPortal?


There are various statuses within Barclays iPortal:

• Processed - The request has been successfully sent to the Bank for processing
• Pending Authorisation - The request is awaiting approval in the 'To Do' list. Entitled users will be able to action the item
• Repair - The request is awaiting repair in the 'To Do' list. The sent for repair reason is stated when viewing the item details. Entitled users will be able to action the item
• Rejected - The request has been rejected. The reason can be seen in item details
• Deleted - The request has been deleted.

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What happens if I delete an item from the To Do list in Barclays iPortal?


Deleting from the repair To Do list only deletes the repair request, not the item itself.

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Can I register accounts belonging to a third party on Digital Channels?


Yes - you are able to register third party accounts on Barclays.Net. This is where you do not own the account but have a requirement to access the account.

The third party to whom the account(s) belong to will need to sign a Third Party Authority Form.

If you would like more information on how to register a third party account, please contact your Relationship Team.

Note: The Client Amendment Form can be found by navigating to Help and Forms within iPortal or clicking ‘forms’ in the top right hand corner of Barclays.Net.


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Can I register overseas accounts on Digital Channels?


Certain overseas accounts can be added onto your Digital Channels. Please contact your Relationship Team for further assistance.


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Where can I find support material for Digital Channels?


Digital Channels support material can be located in the Help Centre (opens in a new window).

The Digital Channels Help Centre will provide you with a variety of information including the following; Software and Installation Guides, Security, Latest News, Contact information along with other important information on self-service within the system.

Once logged in to Digital Channels you can access online help. In iPortal click ‘Help and Forms’ in the navigation bar. In Barclays.Net this is in the top right hand corner of every page. This will provide you with access to a variety of topics and user guides.


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Can I restrict Users access in Barclays iPortal by account(s)?


Yes. You can do this within the Admin screens of iPortal. You just need to follow the following steps:

1. New Role Profile
2. LE/Accounts screen
3. Select the radio button to ‘enable custom legal entities’
4. Untick the ‘implicit’ box within the Legal Entity box
5. Select the highlighted number under ‘accounts’. This will then allow you to customise accounts accordingly using the toggles.

Note: when ‘implicit’ is selected all accounts belonging to the legal entity will be added to the role profile automatically.

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Transactions

What are the cut off times when making a payment?


Further information on cut off times can be located by opening the Digital Channels cut-off times guide (opens in a new window).

This is also accessible once logged in to Barclays.Net under the Help section in the top right hand corner of the screen. Within the help, un-tick the ‘applicable’ box and search for ‘cut-off times’.


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Can I recall a Direct Debit in Barclays iPortal?


The Direct Debit can be cancelled within Barclays iPortal by selecting the Cancel Direct Debit option, however if the Direct Debit is due to be collected on the next business day, it may be taken from the previously specified account. To attempt to recall this, you can contact your Servicing Team for assistance.

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Why are some Direct Debits on my list greyed out in Barclays iPortal?


These items are either pending in the To Do List for another action or have been cancelled. Hover over the item to view the details.

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How can I view the details of my Direct Debit(s) in Barclays iPortal?


You can view the details of your Direct Debits within Barclays iPortal. Navigate to Create & Amend > Direct Debit, select an account and then select the Direct Debit hyperlink in the instruction column to display the details.

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What is the cut-off time for transferring a Direct Debit in Barclays iPortal?


If the Direct Debit is due to be collected on the next business day it may be too late to transfer it to another account. To ensure that the funds are taken from the correct account please transfer as soon as possible before the collection date.

For further assistance you can contact your Servicing Team.


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How do I set up an indemnity claim paid on Direct Debit?


Please contact your Servicing Team for assistance.

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What is the cut-off time for stopping a cheque in Barclays iPortal?


For any cheques that have not yet been presented a stop will be applied the same day if the request is submitted and has a processed status in Barclays iPortal before 3:00pm (UK time). Requests processed in iPortal after 3:00pm (UK time) may be actioned the following working day. Please check your account statement to confirm you have not been debited before reissuing the cheque.

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What can I do if I have a cheque that has been presented and is due to clear today but I need to stop it?


Please contact your Servicing Team for assistance.

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There are no cheque / credit books available to select in Barclays iPortal for one of my accounts. Why?


Cheque and credit book types are available to re-order if they have been previously issued on the account.

To place a first order on a cheque or credit book contact your Servicing Team. You will then be able to order replacement stationary by using Barclays iPortal.

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How can I order a special credit book?


Please contact your Servicing Team for assistance.

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What actions can I take on Standing Orders in Barclays iPortal?


Barclays iPortal will allow you to view, create, amend and cancel Standing Orders on your account(s).

The Standing Order guide PDF† (374KB - opens in a new window) will provide some guidance around how to use the standing order screens.

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What actions can I take on Direct Debits in Barclays iPortal?


Barclays iPortal will allow you to view, change the debiting account and cancel Direct Debits on your account(s).

We recommend you inform the originator of Direct Debit cancellations where possible/necessary.


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Charges

I would like some further information relating to charges on Digital Channels, who should I contact?

Pre-Notification of Charges statements can be located in Barclays iPortal – Corporate Banking Only..

For more information, please contact your Relationship Team if you require further assistance.


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