Removing a user in Online Banking

To remove a user from your organisation:

1. Log in to Online Banking.
2. Navigate to the account you’d like to remove the user from.
3. Select the ‘People’ tab.
4. Find the individual you want to remove and click the delete icon next to their name.
5. On the next screen, select a reason for the removal.
6. Review the information showing which organisation the user will be removed from, then click ‘Remove individual’.
7. Complete the security verification when prompted.

Please note: If your mandate states that the removal of a user requires authorisation from your signatories, then relevant signatories will be required to approve or reject the removal request for the change to take place. You will need to let them know that a request is awaiting their approval.

Users with administrator access can submit a request to remove a user.

Yes. When a user is removed from an account, they are automatically removed from all accounts they are connected to within that organisation. You only need to submit the removal request once.

After submitting your removal request, you will be shown your organisation’s current correspondence details. If the removed user’s contact information is currently set as the correspondence details for the organisation, you should update these before submitting the remove user request. Otherwise, correspondence will continue to be sent to the removed user.

If you don’t complete the SCA successfully, the removal request will not be submitted.

Yes, if your banking mandate states that you need additional people to authorise the request. You will need to let any authorisers know that a request awaiting their approval. All authorisation requests can be found under ‘Authorisations’ in Online Banking.

The quickest way to remove a user is to follow the Remove User process within Online Banking.

If you suspect a user is involved in fraudulent activity, please complete the removal request as normal to restrict their access. Then take one of the following steps immediately:

Call our dedicated fraud number freephone 0800 652 3839, lines open 9am to 5pm Monday to Friday, excluding bank and public holidays in England and Wales. Calls may be monitored and recorded for training, quality and security purposes.

To report fraud out of hours, email us at fraud@unity.co.uk or complete our online fraud form.

Please do not delay reporting. Contacting us promptly helps us take swift action to protect your organisation.

Once we receive your authorised removal request, we aim to remove the user from Online Banking within 3-5 working days. Removing individuals from any Corporate Purchasing Card, Encashment or BACs facility may take up to 20 working days from the date of approval.

No, you can’t submit or approve a Remove User request on behalf of a branch within your organisation. Only administrators from the relevant branch of the organisation can submit a Remove User request.

Signatories and administrators can approve or reject a user removal request.

The person who submitted the request will need to let you know it is awaiting your approval. Once notified, follow these steps:

1. Log in to Online Banking.
2. Click ‘Authorisation’ in the navigation.
3. Select ‘Mandate changes’ from the tabs at the top of the screen.
4. Find the removal request and click to view its details, including what access the user currently has.
5. Choose to ‘Approve’ or ‘Reject’ the request.

You will also be able to see the request expiry date, who submitted it, and how many approvals are required.

You will need to enter your Online Banking password to confirm the removal.

No, providing a reason for rejection is optional. You do not need to enter your password to reject a request.

Once a removal request has been created, any authorisers that need to approve or reject it will have 30 days to complete this action.

The quickest way to remove a user is to follow the Remove User process within Online Banking.

If you suspect a user is involved in fraudulent activity, please complete the removal request as normal to restrict their access. Then take one of the following steps immediately:

Call our dedicated fraud number freephone 0800 652 3839, lines open 9am to 5pm Monday to Friday, excluding bank and public holidays in England and Wales. Calls may be monitored and recorded for training, quality and security purposes.

To report fraud out of hours, email us at fraud@unity.co.uk or complete our online fraud form.

Please do not delay reporting. Contacting us promptly helps us take swift action to protect your organisation.

We will process the removal request as normal. You will still need to report any suspected fraudulent activity immediately through the usual channels:

Call our dedicated fraud number freephone 0800 652 3839, lines open 9am to 5pm Monday to Friday, excluding bank and public holidays in England and Wales. Calls may be monitored and recorded for training, quality and security purposes.

To report fraud out of hours, email us at fraud@unity.co.uk or complete our online fraud form.

Please do not delay reporting. Contacting us promptly helps us take swift action to protect your organisation.

Yes, if you were the person who originally submitted the request. A request can be cancelled at any point until it receives its final approval. To cancel, go to ‘Authorisations’ in the navigation, then open ‘Mandate changes’ and locate the request. You will see the option to cancel alongside the approve and reject buttons.

To reinstate a removed user, please send a written instruction to us@unity.co.uk, signed in line with your banking mandate. We will relink the account on your behalf. You do not need to complete the account management form.

To update your organisation’s correspondence details, you will need to complete our account management form, selecting ‘Update key contact’. Fill in the requested information, then get the form signed in accordance with your mandate and send it to us.