Business Cash Card frequently asked questions

The minimum system requirements to use the Business Cash Card portal are:

Operating Systems:

• Windows users - Windows 7
• Windows Server users - Windows Server 2003 or Service Pack 2
• Mac users - Mac OS X 10.5

Browsers:

• Google Chrome - v87.0
• Edge - v86
• Safari - v13.0.5
• Firefox - v85

The Business Cash Card portal cannot be accessed from a mobile device. Please login using either a desktop or laptop.

You can log in to the Business Cash Card portal here.

1. Input your username and click 'Log In'. 

(i) If you cannot remember your username, click on 'Forgot username' and input your email address. You will receive an email with your username.

2. Input your password.

(i) If you cannot remember your password, click 'Forgot password' and input your email address. You will receive an email with a password reset link. Input new password.

3. A one-time passcode will then be sent to you via e-mail, with a code for you to enter into login field. Input this and press Login.

(i) If it is your first-time logging into the portal you will be asked to create a new password, enter the last 4 digits of your phone number and also set security questions and answers. If it is not your first time logging in then you will be asked for the last 4 digits of your phone number.

To change your login details, you will need to log in to the Business Cash Card portal, then click on 'User preferences' on the top right of screen.

You can then change your username or password.

Change username:

1. To reset your username, click on ‘Change my username’.
2. Input your new username.
   
3. Click on 'Check username'. If username you wish to use is already being used you will need to choose an alternative username.
   
4. Click on 'Update'.

Change password:

1. To reset your password click on ‘Change my password'.
2.  Input your current password in 'Current password'.
   
3. Input your new password in 'New password'.
   
4. Retype your new password in 'Confirm password'.
5. Click on 'Update'.

To reset your colleagues log in details you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On the left of screen click on 'Users and Cards'.
   
2. Click tick box for the relevant user.
   
3. In the users and cards display screen navigate to 'login details'.
   
4. Input the new username in 'Your Username'.
   
5. Click on 'Check username'.  If username is already taken you will need to choose a new one.
   
6. If you want to reset the password input the new password in the password section and in the confirm password section.
   
7. Click on 'Submit'.
   

To update contact details for an employee you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On the left hand side of screen click on 'Users and Cards'.
2. From list select check box for relevant user.
3. In users and cards display box click on the second page icon.
4. Navigate to card details section in card summary.
5. Click 'Contact Details'.
6. Navigate to contact details section 'Change Contact'.
7. From the drop down list select Residential Address/Work Phone/E-mail Address.
8. Input the new details.
9. Click 'Submit'.

To set up a new user you will need to log into the Business Cash Card portal.

Then on left hand side of screen click 'Users and Cards'. Then click 'Add' on the top right of screen. Then follow below steps to set either cardholder or Administrator user up:

For adding a Cardholder user follow these steps:

1. Select 'Add new Cardholder'.
2. From the drop down select the correct company name.
3. From the drop down select the correct branch account.
4. Click on 'Next'.
5. Key in account info.
6. From the drop down select shipping address.
7. Key in contact details.
8. Input cash withdrawal limit.
9. Click 'Next'.
10. From the profile drop down select the relevant role.
11. Select the relevant branch for the employee.
12. Click 'Submit'.

For adding an Administrator user follow these steps:

1. Select 'Add Non Cardholder User'.
2. From the drop down select the correct company name.
3. From the drop down select the correct branch account.
4. Click on 'Next'.
5. Key in account information.
6. From the drop down select shipping address.
7. Key in contact details.
8. Input cash withdrawal limit.
9. Click 'Next'.
10. From the profile drop down select the relevant role.
11. Select the relevant branch for the employee.
12. Click 'Submit'.

To change the role of a user you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. Click the users and cards icon on left side of screen.
   
2. Click tick box for the relevant user.
   
3. Users and cards display box will appear.
   
4. Navigate to users details section.
   
5. Click on profile drop down.
   
6. Select profile needed for user - Cardholder/Branch Admin/Company Admin.
   
7. Close users and cards display box.
   

To order a new card for an employee you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On the left hand side of screen click on 'Users and Cards'.
2. Click on 'Add' on the top right of screen.
3. Select 'Add card to existing user'.
4. From the drop down select the correct company name.
5. From the drop down select the correct branch account.
6. From the select user tab select correct user.
7. Click on 'Next'.
8. Key in mandatory account information.
9. From the drop down select shipping address.
10. Key in contact details.
11. Input cash withdrawal limit.
12. Click 'Submit'.

To view transactions, you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. Click the transactions icon on left side of screen.
2. Click the filters tab on top right side of screen.
   
3. Select relevant field ranges in filters screen.
   
4. Click 'Apply'.
   
5. The transactions list can now be viewed.

To produce a report of these transactions, click 'Output'.

Output setting box will display. Select 'Excel' format, then 'Output File'.

File download will appear on desktop.

To change a Business Cash Card withdrawal limit for an employee you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On the left-hand side of screen click on 'Users and Cards'.
2. From list select check box for relevant user.
   
3. In users and cards display box go to 'Spend Limits'.
   
4. Click on plus icon in Spend Limits section.
   
5. Click three dot button in Cash Withdrawal Limit.
   
6. Spend Limit box display will open.
   
7. Input new cash withdrawal amount in 'Cash Withdrawal'.
   
8. Click 'Submit'.

You can also set a temporary withdrawal limit when you reach step 6. Enter temporary withdrawal limit and enter temporary period into the Runtime field. Temporary periods can be daily, weekly or monthly.

To temporarily suspend a user’s Business Cash Card, you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. Click the 'Users and cards' on left side of screen.
2. Click tick box for the relevant user.
   
3. Users and cards display box will appear.
   
4. Click on the three-dot button in card status.
   
5. Navigate to account change section.
   
6. Press 'Edit' button.
   
7. In change to drop down list select suspend card.
   
8. In reason drop down list select relevant reason.
   
9. Press 'Submit' button.
   

To report a Business Cash Card as lost or stolen you will need to log in to the Business Cash Card portal.

Cardholders can report their own card as missing by following these steps:

1. Click the card icon on left side of screen.
2. Navigate to card summary on left hand side of screen.
   
3. Click on 'Report card as lost / stolen'.
   
4. In reason drop down list select relevant reason.
   
5. In Lost/Stolen Date Field select relevant date.
   
6. Press 'Submit'.
   

Alternatively, an Administrator can report cardholder cards as missing with these steps:

1. Click the'Users and cards' section on left side of screen.
2. Click tick box for the relevant user.
   
3. Users and cards display box will appear.
   
4. Click on the three-dot button in card status.
   
5. Card status screen will appear.
   
6. In account change section click 'Edit' button.
   
7. In change to drop down list select 'Lost/Stolen'.
   
8. In reason drop down list select relevant reason.
   
9. Press 'Submit' button.
   

To order a replacement Business Cash Card you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. Click the cards icon on left side of the screen.
2. Navigate to cards summary on right hand side of the screen.
   
3. Click on 'Order replacement card'.
   
4. From drop down select the correct shipping address.
   
5. Press 'Submit' button.
   

Alternatively, an Administrator can order a replacement card for a cardholder by doing this:

1. On left side of portal screen click 'Users and Cards'.
2. From list select check box for relevant user.
   
3. In users and cards display box click on the second page icon.
   
4. Navigate to card details section in card summary.
   
5. Click 'Order Replacement Card'.
   
6. Navigate to shipping address section.
   
7. Click on drop down and select relevant shipping address.
   
8. Click 'Submit'.
   

To close a Business Cash Card for an existing employee you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On left side of screen click 'Users and Cards'.
2. From the list displayed select check box for relevant user.
   
3. In users and cards display box click go to card details.
   
4. Click the three-dot button in the card status.
   
5. Card status box screen will be displayed.
   
6. In account charge section click 'Edit'.
   
7. In change to drop down list select close card.
   
8.  In reason drop down list select relevant reason.
   
9. Click 'Submit'.

To remove access a Business Cash Card user you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. On the left hand side of screen click on 'User and Cards'.
2. From the list provided select the check box for relevant user.
3. In the status column for the user click on User Status Icon.
4. From the update user status drop down select 'Expire'.
5. Click 'Update'.

To remove an Administrator from the Business Cash Card portal you will need to log in to the portal.

Then follow these steps:

1. On the left hand side of screen click on 'User and Cards'
2. From the list provided select the check box for relevant user
3. In the status column for the user click on User Status Icon
4. From the update user status drop down select 'Expire'
5. Click 'Update'

If however the Administrator you wish to remove is the original Administrator from when the portal was first set up you must contact our support team to request them to expire the user. You can do this by requesting this via Cora.

To activate your Business Cash Card, you will need to log in to the Business Cash Card portal.

Then follow these steps:

1. Click the card icon on left side of screen.
2. Then navigate to card summary on left hand side of screen.
   
3. Click on 'Activate my card'.
   
4. Success confirmation screen will display.
   
5. Close confirmation screen.

To view your Business Cash Card PIN, you need to log in to the portal.

Then follow these steps:

1. Click the card icon on left side of screen.
2. Navigate to card summary on left hand side of screen.
3. Click on 'View my PIN'. View PIN screen will open.
4. Input 16-digit number in card number section.
   
5. Input expiry date in expiry date section.
   
6. Press 'OK' button.
   
7. PIN will appear as ****.
   
8. Hover over each (*) to reveal the individual digit.

If PIN was entered incorrectly 3 times, then you will need to unlock it by logging into the Business Cash Card portal.

Then follow below steps:

1. Click the cards icon on left side of screen.
2. Navigate to card summary on left hand side of screen.
   
3. Click on 'Unlock PIN'.
   
4. Unlock PIN screen will open.
   
5. Input 16-digit number in card number section.
   
6. Input expiry date in expiry date section using format MM/YY.
   
7. Press 'OK' button.
   

You can alternatively use PIN services option at an ATM to reset your PIN. But only if the PIN was entered incorrectly 3 times within a bank branch.

Our support team is available 9 am - 5 pm, Mon - Fri, to help raise your concerns. You can contact them via Cora.

Once they have taken your case details, they will suspend the card in question or reset your portal login details as appropriate to prevent any issues.

The bank will then investigate your case and provide a response within 5 working days.

If you are raising concerns outside the 9 am - 5 pm, Mon - Fri period you will need to suspend the card in question or change portal login details you believe are compromised by using the guidance in the FAQs explain how to do this until bank can look into your case during 9 am to 5 pm period.

Our support team is on hand 9 am - 5 pm, Mon - Fri, to help you with your complaint. You can contact them to raise a complaint via Cora.

Once they have taken your complaint details they will provide you with a complaint reference number.

The bank will then investigate your complaint and provide a response within 5 days.

If you wish to cancel your Business Cash Card service then you will need to complete the Business Cash Card cancel service form and email it to

~ Business Cash Card NWB

Our support team will then confirm whether your form has been accepted via email and the service and access to the portal will be cancelled by close of business the next working day.