We’ve put together our Frequently Asked Questions for our online savings platform, how to use it and how we keep your account secure. If you have any questions that haven’t been answered below, please get in touch!
Scheduled maintenance times
From time to time we will schedule maintenance that affects your access to Marsden Online, when we do this we will give notice on the login screen and will always aim to carry out maintenance in quieter periods or overnight.
Can I register for Marsden Online?
Anyone with a Marsden savings account can register to use Marsden Online. If you have a branch-based account and haven’t used the platform before, you’ll be able to register your details and specify which accounts you’d like to view online. Once your account has been authenticated, you’ll be able to view your balances 24 hours a day, 7 days a week. If you have an eSavings account, you should already have access to the platform as part of the product application process. If you can’t remember your login details, just follow the steps on screen.
How do I register?
Visit the eSavings link at the top right-hand side of the page and click ‘Register’ then ‘Personal’. You’ll then be guided through the registration process. During the process you’ll be asked to provide your personal details, the account numbers of any branch-based savings accounts you’d like to view and bank details if you wish to set up Next Day Faster Payments.
What if I don’t have all my account numbers to hand?
You’ll need to input at least one account number to register for the platform, but if you have other branch-based accounts you’d like to add, you can add them later. Once you’re set up and authenticated, just look for the ‘Add Accounts’ link each time you log in.
What is two-factor authentication?
Two-factor authentication is a way to add an extra layer of security to our online platform. If you are registering to use it for the first time, you’ll be taken through the registration process and sent a user ID and activation key through the post. If you are already an eSavings user, you’ll be asked to set up two-factor authentication the next time you log in – just follow the steps on the screen.
I’ve input my contact number, but it says there’s an issue
When inputting a contact number, please make sure you don’t leave any spaces between numbers. For a landline number, please input 01282400500 instead of 01282 400500 for example.
How do I change the contact number I provided as part of two-factor authentication?
If you’ve already set up two-factor authentication and need to change the contact number you’ve provided to authenticate your account, please call the Savings Team on 01282 400500*.
I’ve input my password/memorable information, but it won’t let me log in.
Please remember that your password and memorable information are case sensitive. If you used capital letters or special characters when setting them up, you’ll need to use them when you log in and when you’re asked for characters from your memorable information.
How do I set up Next Day Faster Payments?
Next Day Faster Payments can only be requested via branch from branch-based accounts. This means that if you wish to withdraw funds from these accounts, you’ll have the option to withdraw via cash, cheque or into the nominated bank account you have set up on the eSavings platform. You can set up your bank details for Next Day Faster Payments during the registration process, but if you choose to skip this step, you can add them once you log in to your account via the ‘Your Bank Account’ tab.
Can I set up two nominated bank accounts? One for my online savings and one for my branch-based savings?
No, you can only set up one nominated bank account, so if you are changing your details to enable Next Day Faster Payments from branch, please be aware that any transfers requested from your eSavings account will be sent to that nominated bank account too.
Is there a charge for Next Day Faster Payments?
There is no charge for Next Day Faster Payments requested in branch. If you require a same day payment, there is a CHAPS charge applicable.
How much money can I request as a Next Day Faster Payment?
You can request up to £10,000 per day to be paid into your nominated bank account from your local branch.
Is there a cut-off time for Next Day Faster Payments?
Cut-off time for branch requests is 4.45pm on a working day. If your request is placed on a Saturday morning, please be aware that the transaction will be debited from your account, but the payment will not be processed until Monday and will not reach your registered bank account until Tuesday.
Why have I been logged off?
We automatically log you out after 20 minutes of no activity. This is to protect you in case you forget to log out.
Can I view my mortgage online?
Only savings accounts can be viewed on our online platform, but should you have any questions about your mortgage, please visit our Mortgage FAQs page or contact our team on 01282 400500*.
How do I close my account?
You can close your account by sending us a Secure Message and the relevant forms will be sent out to you to support this.
How do I make a payment into my account?
To make payments into your eSaver account, please quote:
Sort Code: 60-94-95
Account number: last 8 digits of your Marsden account number
Please note: Payments in can take 3 working days to be processed to your account
How do I change my password?
If you know your password, in the same section above you can make changes to your password and memorable information.
If you’ve forgotten your password, you can change it on the log on screen using the link ‘forgot password?’ which will let you re-set it online after verifying your email address
I need to change my details, what do I do?
You’re able to change your bank account details online, just look for the ‘My Bank Account’ tab on the left-hand side of your screen. For changes to your email address or telephone number, please send us a secure message we can assist you with the changes.
If you’re looking to change your address, you will need to call us on 01282 440500 or send a secure message and we will arrange to post out the necessary forms to be signed and returned with one document from list B of our identification requirements leaflet.
Please click here for a copy of the Identification Requirements leaflet.
How will you communicate with me?
From time to time we may need to get in touch with you to update you on changes to Marsden Online. We will do this either by post, email or secure message when you log on.
Please remember that Marsden Building Society will never request or send account information by E-mail. You will however receive E-mails from us to notify you that there is a message waiting in your secure message box, which you can only see by logging in using your security details. Please be aware, we’ll never send you an email with a link that directs you straight to any kind of login page – unless you’ve requested this.
If you’ve received an email and you’re unsure if it’s genuine you can forward it on to us at email@example.com
What are cookies?
Keeping you, your accounts and your personal information safe is our number one priority, but we need your help to keep you protected.
Visit our online security page to find out more.