Help With Online Banking  


We're here to help you with any online banking queries. We have collated our FAQ list to help you find the answer you're after.
Alternatively, you may wish to take a look at out our online banking user guide. 

Common Questions 

  • How do I log in to CAF Bank Online?
    Log in here. 
  • Why should I log out of CAF Bank Online using the log-out button?
    It may affect your ability to receive secure messages if you don’t log out by using the log-out button. 
  • What is CAF Bank UniqueCode?

    CAF Bank UniqueCode is the Two Factor Authentication feature of Online Banking. It is sometimes referred to as a one-time passcode.

    You will be prompted to register for CAF Bank UniqueCode, when you first log in. Once you're registered, you will use this feature to generate or receive a unique code each time you want to:

    - Log in to CAF Bank Online.
    - View or change your online banking details.
    - Manage your online users.
    - Authorise a payment.

  • How do I change my mobile number?
    If you still have access to your previous mobile number then log in as usual, and change your device in UniqueCode settings in the 'My details' section.

    If you don't have access to your previous mobile number, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).
  • Why do I need to open and action CAF Bank Online secure messages?

    You’ll receive an email to notify you when there is a message in your CAF Bank Online secure mailbox. As the message is sent to all the online banking users on your account, you may find that a request or instruction has already been processed when you access ‘Your messages’.

    You’ll stop receiving secure messages if you don’t log in and check your secure mailbox each time you receive one.

  • What should I do if I’m not receiving CAF Bank Online secure messages?
    To reactivate secure messaging, click on the ‘Your Messages’ link under account tools.
  • How can I download my online statements?

    You can download up to 18 months' worth of statements. This means that you can access your statements quickly and minimise the amount of paper generated.

    Statements dated from September 2019 onwards will be available for 3 years. 

  • Can I switch off notifications for statements?
    This is a regulatory requirement, so these email notifications can't be turned off.
  • How can I view my Standing Orders and Direct Debits?
    Log in to CAF Bank Online, choose the account and view details on the tabs at the top of the 'Statement' screen. 
  • How long will it take for my payment to get to the payee?

    Ad hoc bill payments, Standing Orders and Bulk payments are sent by our Online Faster Payments service.

    Payments authorised before 4pm will be processed the same day. The payee will receive the payment by close of business the following business day.

    Instructions received after 4pm or on a weekend and English bank holidays will be processed the next business day. 

  • Can I make an online payment outside the UK?

    It’s not possible to set up an online payment to a bank account held outside the UK. You'll need to complete a 'Sending money outside the UK' form which is available to download from CAF Bank Online.

    You can also request a form by emailing us at cafbank@cafonline.org or calling 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 

  • Does CAF Bank have a mobile app?
    We aren't able to offer this service at the moment. You can log in to your account via CAF Bank Online here.

Explore other help topics 

Opening an account

Managing your account

Products and services

Staying secure

Making a complaint

FURTHER QUESTIONS?

Give us a call 

Our expert team is here to help with any questions you have about your organisation's banking.
Phone 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holidays). 

CAF Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 204451).

CAF Bank Limited Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ. Registered in England and Wales under number 1837656.

Charities Aid Foundation © | Registered Charity Number 268369
25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA
10 St. Bride Street, London EC4A 4AD
Telephone: 03000 123 000