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

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20/06/2025

CAF Bank service update

13/06/2025


CAF Bank service update 

We are continuing to support as many customers as possible to log into online banking, help them to manage their accounts and familiarise themselves with the new service.
 
We apologise for the ongoing wait times on calls. The extra people on phone support are helping to reduce the time spent waiting, but the queues are longer than we, or you, would like. When the queues are long, we sometimes take the difficult decision to stop further calls joining the queue, so that we can speak to customers who are waiting. I completely understand that it’s frustrating to be advised to call back later and resolving this is a top priority.
 
Upgrading our systems was an immensely complex, technical undertaking and despite thorough testing before we launched, we are finding some aspects are not functioning as we planned. We are committed to promptly addressing these and continually making improvements to fix the issues our customers are facing. We are wholly-owned by a charity ourselves, so we completely appreciate how important this is.

This is our second bulletin since launching our new online banking service - here is what we cover:


Thank you for your feedback and for your patience with our staff who are dedicated to working with you on this transition. 

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.

How to log in video

Making payments


Making single payment

Our short video guides you through the steps of sending a payment within the UK – adding a new beneficiary (formerly called a payee), creating an external payment and then approving a payment. 

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. 


Payment reference numbers

We have received reports of payment references not being visible on a number of payments. We are investigating this and working to fix the issue. We will share a further service update as soon as possible on our website.


One-time passcodes

We have heard that some customers are experiencing issues with the timely receipt of text messages and one-time passcodes (OTP). This is also affecting their ability to log in. We are investigating why this is happening to resolve this as quickly as possible.

Staying vigilant on scams

Criminals use fake emails, messages and websites to trick people into giving away passwords, bank details and other personal information. Being vigilant about potential fraud and scams can help to keep your organisation safe. 

You will find tips on how to stay safe in our security centre.

Viewing and downloading statements

Account statements 

You can view your statements in online banking by clicking the main menu, then ‘My Accounts’ to expand the selection, and then choosing ‘Account Statements’. All your statements should now be available to view here and can be downloaded as a PDF. To view previous years, please use the drop-down box.

We have also sent you an additional statement, detailing any transactions on your account(s) up to Friday 6 June, by your usual method of receipt – email or post.

Historical transactions

We are aware of an issue where historical transactions are not presented in date order, and as a result do not show the relevant account balance. Account balances are available and correct within the statement function, and each account has a statement ending on 6 June. These are available to view from the Account Statements menu. Historical transactions can be downloaded in periods of up to 31 days over the last 18 months. The 6 June statement concludes with a 'Carried forward' balance which matches the 'Principal Adjustment' within the ‘Transaction’ screen.

To view or download transactions from 6 June onward, please visit the ‘Transactions’ screen. If you need to view a greater date range than presented, you can do this by using the search icon.

QuickBooks  

We continue to work with software partners to fix the issue of accessing CAF Bank accounts from QuickBooks. While we work on a solution, some customers have been able to download a file of transactions to upload into QuickBooks - this process is detailed in our FAQs on our resources page.


Our FAQs

Support with online banking

We are regularly updating our webpages with the latest information on the new online banking service and answers to the common queries we’re receiving. Our user guide and videos have step-by-step instructions to help you manage your banking tasks online.

View our resources page

Our contact details

If you have any questions or concerns, email us at cafbank@cafonline.org. Alternatively, call 03000 123 456. We’re open Monday to Friday, 9am to 5pm (excluding English bank holidays).

We have been receiving a much higher number of calls this week. We have extra members of our customer service team available. However, there still may be a longer wait than usual if you contact us, so your patience will be appreciated.

Thank you for banking with us.

Your CAF Bank team

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.