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15/08/2025

CAF Bank service update

15/08/2025

CAF Bank service update 

Over the last few weeks, our average call wait times have reduced significantly to less than five minutes and we’re responding to the majority of emails within 24 hours. We are also focused on bringing down the time required to process your account management change requests. Thank you for bearing with us while we work to get back to our usual service levels. 

I appreciate that the transition of our online service has been a disruptive time. So I am pleased to hear how customers are using the new service to support them with their important work, and thousands of transactions are being completed each day. 

This week, we have guidance for those who have not logged in yet, information on our resources on payments, and the approval matrix, as well as an update on viewing upcoming transactions. Please forward this information on to colleagues who may not receive this bulletin but would benefit from the information.

Thank you for letting us know about your experiences with the service and highlighting issues. I look forward to continuing to update you on our progress as we further develop and enhance the service.

Dina Henry New Headshot

Dina Henry

Chief Operating Officer, CAF Bank

Activating users

When logging in for the first time, please make sure to click on the ‘Activate user access’ link, below the ‘Log in’ button, before entering the username we emailed to you and a temporary password sent by text message. After receiving a temporary password, you will have 30 days to activate your log in. If needed, you can request a new temporary password by completing this form.

There are two ways you can authenticate your login credentials as we explain in this guide: The HID Approve app or text message. If you have a smartphone, selecting the HID Approve app is a secure and flexible way to log in and authorise payments. The app works even if you don't have internet access or a strong mobile signal. Once installed, you can choose to receive one-time passcodes directly in the app - or by text message if you prefer. 

Please note that if you’re a QuickBooks user, you’ll need to choose the HID Approve app as the authentication method.

More information on authentication

Making multiple payments

Many of you will be processing payroll in the coming weeks. We understand that the bulk payment facility is complicated, and we are working with our partners to explore how we can we make this a smoother journey. While we do, our resources page provides an overview of each step of the bulk payments process for paying employees, suppliers or multiple other beneficiaries. If you have a large amount of payments to make, our Bacs service provides an alternative option for you. 

Making bulk payments

Managing your users

The Approval Matrix allows you to tailor approval limits to your organisation’s requirements. You can set the required number of approvers and identify those people who can authorise a payment after it is created. You can choose to set this by account, payment amount, daily or weekly totals - as is appropriate to your organisation. 

Approval Matrix video

Viewing upcoming transactions

We have made some changes to how you can view upcoming transactions. These are no longer displayed on the account summary screen. Upcoming transactions can be viewed by selecting ‘Menu’ on your account summary screen, then ‘Transfers and Payments’, before clicking ‘Manage Transactions’. 

Updated user guide and FAQs

Informed by your feedback, we continue to update our FAQs with answers to common queries and will soon have a refreshed version of our user guide available on our website. 

Our contact details

If you have any questions or concerns, please use our contact form. You can also call 03000 123 456. We’re open Monday to Friday, 9am to 5pm (excluding 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.