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27/06/2025

CAF Bank service update

27/06/2025

CAF Bank service update 

I wanted to update you on steps we have taken this week and fixes on the platform. For payments, reference numbers are now being received by the beneficiaries, and we have improved the search functionality for finding those you need to pay. We’ve identified why QuickBooks is not connecting with the service and there is information on when this will be available below.

We would not have made these changes to our online banking if they didn't need to be made. Re-platforming to a new banking system has been a significant, but essential undertaking, after years of planning, preparing and testing. But as with any major systems upgrade, some issues only come to light once it is live with people using it.  

I am very sorry for the difficulties that some of you have continued to face. While we have significantly increased the number of customer support staff, we fully appreciate that more call handlers are still needed. We have more temporary staff joining us, and we will train them quickly, so our call queue and email response times get back to the level of service you are used to and deserve. We’re also organising a series of webinars - the first one focusing on the making a bulk payment process. Please see how to sign up below. 

I am acutely aware there are additional stresses for customers processing payroll for the first time. We have a dedicated route for these customer calls to a specialist team, and we're proactively calling customers where possible. During this busy time, please make sure bulk payment requests are fully authorised before 1pm on the working day which they are to be paid. 

Most customers are online and using the new service, with thousands of daily payments being made and received. We are working as fast as we can to address issues and deploy fixes for things that are not working as they should, so that all our customers can carry out the tasks they need to. 

Thank you for taking the time to provide feedback on the service. As well as addressing things that are not working, we plan to continuously improve the service and build on the new platform. For the latest updates, please continue to check the resources page.

Dina Henry New Headshot

Dina Henry

Chief Operating Officer, CAF Bank

Bulk payments and payroll support

We’re doing all we can to make sure you have the support you need to manage payroll processing activities. Please note that during this busy time, bulk payment requests need to be fully authorised before 1pm on the working day they are to be paid. This is a temporary measure for the next 7 days.

For help setting up bulk payments, please see our video and Section 7 of the user guide. If you are having challenges with this or managing your payroll, please select option 4 when you call us. While there is still a wait, we have our most experienced call handlers answering these queries.  

Please see our video

Upcoming webinar: Making bulk payments

We understand that there have been recent challenges with the bulk payment functionality which have made things difficult for some customers. To support you, we’re hosting a dedicated webinar to walk you through the process and help you make the most of this important tool.

Join us for a step-by-step walkthrough led by Richard Hunt, CAF Bank’s Director of Customer and Lending, with an introduction from Dina Henry, our Chief Operating Officer.

Don’t worry if you can’t make the date — the session will be made available on demand so you can watch it at a time that suits you.

Date: Thursday 3 July 2025 
Time: 1:00 - 2:00 PM 
Presenters: Dina Henry and Richard Hunt 


Register here

Dina Henry New Headshot

Dina Henry

Chief Operating Officer, CAF Bank

Rich Hunt New Headshot

Richard Hunt

Director of Customer & Lending, CAF Bank

Making payments

What we have fixed

We continue to fix issues that were impeding customers from making bulk payments. We have: 

  • Improved the search function to view all your beneficiaries’ details for your transactions
  • Made sure payment reference details are correctly displayed and received by beneficiaries

Removing a beneficiary from a bulk payment template

We recommend removing any beneficiaries you want to exclude from a bulk payment template, before entering the payment amounts and references for those you want to include. Here's the process:

1. To create a bulk payment request, select ‘Bulk payments’ from the home screen menu, then expand the menu and select ‘Templates’
2. Your previously created bulk payment templates will appear here
3. Click ‘Create Bulk Request’ next to the template you want to use to make a payment
4. Select the name of the beneficiary you wish to remove by ticking the relevant box
5. Click ‘Remove’

Display of bulk payment details

Following your feedback, we are looking into improving how bulk payment request details awaiting approval are displayed. We will provide you with updates on progress with this.

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. 

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

Receiving one-time passcodes (OTPs)

We are working to resolve issues with receiving one-time passcodes (OTPs) by text message. This includes intermittent outages by our service provider on Wednesday morning and Thursday afternoon. We are sorry for the inconvenience and frustration this has caused.  

These interruptions have resulted in some customers being locked out of online banking. This is due to a security control when passcodes are repeatedly not entered. We have increased the limit of OTP entry attempts, to reduce the need for customers to request a reset.  

Additionally, some users have said that OTPs are not recognised when entered online. We believe this issue can occur when the OTP entry field is clicked before you receive the OTP. This is causing customers to be unable to click on the ‘Continue’ button to proceed. While we carry out testing to identify the root cause, please wait for the OTP to arrive before clicking the OTP entry field.

Update for Quickbooks users

We have identified why the connection with QuickBooks has not been working. Work is underway on some required configuration changes, after which we will carry out testing. We expect that customers will be able to reconnect their CAF Bank accounts by Friday 11 July. We will update QuickBooks’ users next week on progress. 

Some customers have been able to download a file of transactions to upload into QuickBooks. See Section 2 of our new user guide and QuickBooks' help section for further information.

New online banking user guide

In our user guide, you’ll find an overview of the features of our online banking service and step-by-step instructions on how to manage your banking tasks online.

View our user guide

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).

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

We are continuing to receive a high number of calls. While we have extra members of our customer service team available and arranged to add more, there still may be a longer wait than usual if you call us. We appreciate your ongoing patience.

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.