Bankline Security Centre | Royal Bank of Scotland

Bankline Security Centre

Bankline Security Centre

Everything you need to stay safe and secure

Report a fraud or cyber crime


Warning: Ring-fencing scams


In the coming months, UK banks will separate their retail and investment banking activities. It’s called ‘Ring fencing’ and it’ll mean some customers get brand new account details. But it’s also a new opportunity for scammers.


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Latest fraud trends and information

Telephone fraud (Vishing)

Please be aware that criminals are contacting our customers by telephone, impersonating bank staff.


The content of the calls can vary, but the bogus caller often claims either that:


·  someone has accessed your Bankline profile using an IP address based in a far away location and has keyed fraudulent payments which you must reverse.


·  your PC is infected with a virus, and that test payments need to be keyed in order to check that Bankline is working properly.


In reality, nobody has accessed your Bankline profile and there is no virus, but if you follow the caller’s detailed instructions, you will create and authorise a series of payments straight to the criminal’s account.


Please also remember that the bank will never ask you to:


·  download software such as TeamViewer, which allows another person to take control of your PC remotely;


·  disclose details of your PIN, password or any smartcard codes over the telephone.



If you receive a suspicious call supposedly from the bank, then terminate it immediately.


Report the incident immediately to the Bankline Helpdesk on 0345 300 8483

Combination Malware and Vishing attacks

We have recently seen fraud threats that combine Malware and phone calls.The Malware is downloaded when opening an attachment in an email. Once infected, it will prevent you from logging in to Bankline and present a screen saying to call to resolve the issue. When you call the number given they will impersonate the bank and try to obtain your PIN, password and Smartcard codes to resolve the issue, they will then use this to access your account. Remember genuine bank staff will never ask for your PIN, password or Smartcard codes over the phone in any circumstances. 

Fake BT technical support team

Fraudsters calling Bankline users claiming to be from BT, stating that there is a technical problem with your router or equipment. They ask you to download software which allows them to take control of your computer, you will be asked to log in to Bankline and pay a small fee to BT for the technical support.


However they will then take control of the computer and make other payments and trick you to disclose Smartcard codes. Be suspicious of any unexpected calls from BT, don’t download any software or let them take control of your computer. If you are suspicious end the call. 

Unauthorised changes to templates and bulk lists

Protect yourself and your business from unauthorised changes to any of your templates or bulk lists that could then lead to fraudulent payments. You can apply additional protection by enforcing the use of Smartcards to approve any changes.


You can also make any changes subject to dual control so a second person also has to approve changes before they are made.You can amend either of these preferences in the Administration section of Bankline under Payment preferences.  

Top tips for staying safe on Bankline

1.     Use the functionality of Smartcard authorisation and dual authorisation to protect your payments and changes made in Bankline.


2.     Check user privileges and that users don’t have access to information and functionality that they don’t need. 


3.     Create a secure password that cannot be guessed.


4.     Download Trusteer Rapport security software to protect your computer. 

We will never...

  • Ask for your full PIN & password online: only 3 random digits from each are needed to log in

  • Ask for your PIN & password or any smartcard codes over the telephone: beware of imposters

  • Ask for smartcard codes to log in: these codes are used to authorise payments

  • Ask you to make test payments to prevent fraud

Dual Authorisation?

Dual Authorisation makes life much harder for fraudsters because they'd need to compromise multiple user profiles to succeed. With this setting turned on, two individual Bankline users need to authorise a payment instruction using their Bankline smartcards.

Find out more about Dual Authorisation

Royal Bank Security Tips for your Business: Keep your computer secure with Rapport

Add your signposting title here… Boost your defence against online fraud

When it comes to identify fraud, anti-virus software and a firewall aren't always enough. To help protect you online we're recommending free security software called Rapport, from the financial security experts at Trusteer. How Rapport protects you:

Shields your online banking details from prying eyes

Safeguards your identity

Protects your details, even if your computer is infected

Download Trusteer Rapport
Do you want to report a fraud or cyber crime on Bankline?
If you suspect fraudulent activity on Bankline, call:

UK: 0800 161 5157

Lines open: Monday to Friday, 7am-8pm

To report other suspicious activity, call:

UK: 0800 161 5150

Lines open: Monday to Friday, 7am-8pm

^If you need any other help, please contact your Relationship Team.

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