Step 3

The users you set up in Step 2 will get an email from us with their activation code as soon as you (and in some cases another administrator) approves the request to create them.  

In the meantime, here’s what to do: 

• Let them know their Customer ID and User ID, and explain what these are for.
• Give them their smartcard and reader, if you arranged for them to come to you. (You might have had these sent to the user instead). 
• Remind them to look out for a letter with their smartcard PIN in the post.

New users will receive the same log-in instructions you did. As someone who’s been through it already, you can help make their first log in nice and easy. You might want to arrange a chat, or cover these points in a message: 

1. Remind them that all the support they need is on the user getting started hub. They’ll have the link for this in the email we sent them.
2. Ask them to book onto a Bankline webinar.  Depending on their role, the ‘Making payments’ webinar, or ‘Accounts and account servicing webinar’ would be best. 
3. Make sure they understand the log in process and help them with their questions.  They can always chat with Cora or look at this log in support guide. 

Tip: If you have several new users starting at once, it might be helpful to set up a call and go through first log in together.

Once your new users are logged in, help them get settled. 

Make sure they understand the role you’ve assigned them and what they’ll be doing in Bankline. (This is what you agreed as a team in Step 1). 

The webinar they signed up for will help them learn how to use Bankline. You can also direct them to the getting started hub for users. 

Arrange a check-in

Give them time to start using Bankline, then check in to see that their roles and access are all working as expected. 

A few days after first log in is a good time to reach out to see how they’re finding Bankline. 

You may also want to come together as a team after you’ve been using Bankline for a week or two to assess things. Are the roles you’ve assigned and the payment limits and controls you’ve set up all working well? Any questions or tips to share? You can make adjustments if they’re needed at this point. 

Tip: Ask new users to make a note of your details and those of any other administrators – so they know who to contact if they have questions about roles and access in future.

We recommend every new Bankline user attend one of our fraud awareness webinars. But this is up to your organisation to decide, as you may have your own security training in place.

Either way, it’s crucial that everyone using Bankline is aware of common threats, like invoice redirection scams, and how to guard against them. We recommend regularly reviewing your security settings and processes as a team. Visit our security centre for support. 

The National Cyber Security Centre also has free resources for organisations of all sizes. Check out the National Cyber Security Centre.

You may want to revisit your user management settings. There are a few things that can make life easier for Bankline users that you can decide on:

• Password expiry settings: how often do you need users to reset their passwords? Finding a balance that gives enough security, without placing too great a burden on users will help make for a happy Bankline community.
• User activation controls: do you want users to be able to send themselves a reactivation code if they accidentally lock themselves out of Bankline, or would you rather have these requests approved by you or another administrator first? 

You can change both of these settings for your users from the Admin settings screen. Ultimately you can refine your settings as you go and find the balance that works best for your team.