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The bank dedicated to supporting charities and social purpose enterprises. So we understand what you need.

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18/07/2025

CAF Bank service update

18/07/2025

CAF Bank service update 

   

We are committed to supporting you to navigate online banking tasks on the new service. Our call wait times have reduced, and we are taking additional steps to bring these down further.

We know that many of our customers will be starting to prepare for month-end and payroll processing.

I am sorry that last month’s payroll was stressful for many of you and we recognise that the bulk payment process can be complicated. Our new dedicated bulk payment webpage provides further guidance on how to carry out these tasks. 

We remain focused on improving the functionality of the service in the coming weeks and months. In the meantime, we will continue to keep you updated via our resources page and our weekly bulletins. 


Dina Henry New Headshot

Dina Henry

Chief Operating Officer, CAF Bank

Logging in for the first time?

If you have not yet logged in, you can activate your new online banking access by navigating to CAF Bank online. Click on the ‘Activate user access’ link, below the ‘Log in’ button, before entering the username we emailed to you and the temporary password sent by text message. For help finding your login details, please read our FAQs.

If you have a smartphone, we recommend using the HID Approve app as a secure and flexible way to log in and authorise payments. The app works if you don't have internet access or a strong mobile signal. Once installed, you'll receive one-time passcodes directly in the app - or by text message if needed.

Making payments

Check you have sufficient funds

Please make sure that there are enough funds available in your CAF Cash Account to make payments that are due the following day. 

 

Bulk payments

Please check our updated FAQs and guidance on making bulk payments, including approvals, removing and adding beneficiaries, and default payment amounts.


Manage users and permissions

All payments require dual authorisation (by a creator and at least one approver) on the new service. For more information on managing online user access, please see Section 3 of our user guide.

We also recommend you watch our Approval Matrix video, a feature which gives you control over who can approve payments, for which accounts and their transaction authorisation limits.

Removing someone from the approval matrix will remove their ability to authorise payments and remove their receipt of text alerts.


Cancelling recurring payments or ordering cheque and paying-in books

Our new user guide explains how customers can manage their account including cancel a Direct Debit (pg. 122), cancel a standing order (pg. 111) and order a paying- in or cheque book (pg. 161).

Update for QuickBooks users 

QuickBooks users are now able to reconnect to CAF Cash Accounts online.

You need to have installed the HID Approve app to authenticate your consent for QuickBooks to access your data. You'll receive push notifications within this app when logging into online banking and approving payments.

If you are not currently using the HID Approve app to access our online banking service, please re-register your online access. To do this, either select the 'Change method of authentication' option on our contact us form or call us on 03000 123 456 and select option 1.

Please note, as non-payment service accounts, CAF Gold and CAF Platinum Accounts are not included within the available QuickBooks feed.

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).

We are continuing to receive a high number of calls. While we have more CAF staff answering calls and wait times are reducing, there still may be a longer wait than usual if you call us. We appreciate your ongoing patience.

If you are having challenges managing your payroll, please select option 4 when calling us to direct you to a specialist team to help.

Thank you for banking with us.

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.