I want to order a replacement Security device

  • Step-by-step guide

    Download our step-by-step guide on how to reorder cards and readers

  • You can only order replacement Security devices if you have an Administrative role. You can order a replacement Security card, card reader or both, depending on what the affected user requires. Before placing an order for replacement Security devices you must speak to the user and confirm their identity. 

    If the user is a Primary Administrator, replacement Security devices can only be ordered by another Primary Administrator. If there aren’t any other Primary Administrators available then they will need to contact the Commercial Banking Online helpdesk. 

    You will not be able to order a new Security card for a user if their current card is suspended by you or by the Bank.

    If you order a replacement Security card for a user, their existing Security card will be cancelled automatically.

    1. Find the user on your Administration landing page, if you are unable to locate the user, you can Search for a user. Ensure you have the right user by double clicking on the user’s row to review their details, if required.
    2. Click Actions in the user’s row and select Security Device Management. The Manage the Security cards assigned to this user screen will be displayed, listing the security devices that you can order for the user. If there is currently an outstanding order for this user you will not be able to place another order. You will need to wait until the existing order’s delivery period has been passed or the order has been cancelled.  
    3. If you want to view only the Security card that the user is currently using, tick the Show the user’s active card only box.
    4. Click Order Replacement.
    5. The Order a replacement Security device screen is displayed.
    6. Select whether you want to order a replacement Security card, a Security card reader or both a Security card and reader.
    7. Select the reason from the drop down as to why you’re ordering a replacement Security device for this user. 
    8. Enter any additional details about the reason for replacement that you think might be useful. For example, if the device was lost or stolen, enter any known details of when and how it went missing.
    9. Select whether you want to order a new PIN for the replacement card.
    10. Click Confirm.
    11. A message will be displayed, asking if you are sure you want to order a replacement Security card for the user as the user's existing Security card will automatically be cancelled.
    12. Click Continue.
    13. Follow the on-screen instructions to authenticate the order.
    14. If your organisation has single administration, a message is displayed confirming the replacement order. If your organisation has dual administration, a workflow item will be created for the order and another Administrator will need to review and approve it before the order is placed.
    15. Click Close to close the message and return to your Administration page.

    Once the Security device’s status changes to Awaiting activation, the order will be complete. If you think you’ve placed an order by mistake, you can cancel it.

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