E-banking user guide. Customer service: +41 (0)

Transcription

1 E-banking user guide Customer service: +41 (0)

2 Table of content Security Security tips 3 How to log in? Step by step 4 Your Dashboard Overview of your Dashboard 5 The widgets 6 Add / Move / Modify / Delete a widget 7 Portfolio Overview of your portfolio 8 Portfolio details 8 Performance of your portfolio 9 Your movements Cash & security movements 10 My debit/credit advices 10 Transfers Transfers overview 11 General features 12 Internal transfers 13 International and domestic transfers 15 Orange/red payment slips 17 Standing orders 18 Create a standing order 18 Modify / Pause / Cancel a standing order 18 Create a template 19 Manage my templates 20 Transfer signature 21 Multiple transfers 23 Manage my prepaid cards Register a card 25 Modify / delete a card 25 Recharge a card 25 Mobile apps & card management 26 Info & documents 26 My Bank Your bank information 27 Correspondent banks 27 My information 27 The Bank 27 Secure messaging Your inbox 28 Compose a new message 28 Read / mark as important / delete a message 29 E-banking for mobile phones & tablets The interface & navigation on a mobile 30 Troubleshooting Login to my e-banking 31 Dashboard - Widgets 31 Cash movements / Securities movements 31 Transfers 31 Virtual Digipass Synchronization of the Digipass application for Smartphones 32 Installation for Android/iOS/Windows Mobile phones and tablets 33 CIM Banque - page 2

3 Security Please note that CIM Bank will never ask for your password by . Under no circumstances should you provide this information to third parties. CIM Bank has designed its e-banking service for the purpose of protecting your transactions, which is the reason why we recommend the use of the e-banking system for all your money transfers. CIM Bank s commitments CIM Bank s e-banking and its secure messaging use advanced technologies, which have been developed for the execution of financial transactions. 1. Authentication with OTP (One Time Password). 2. Secure messaging with authentication. 3. Encrypted data transfer between the client s computer and the bank s servers. 4. Protection and archiving of banking data in a safe infrastructure. Keeping safe To protect yourself against malware, it is important, in the first place, to protect your computer: 1. Install an antivirus software (use a software from reliable sources, from a well-known publisher). 2. Activate your firewall. 3. Keep your software (operating system, antivirus, browsers...) updated. 4. Do not install programs or extensions of unknown sources. 5. Avoid as much as possible logging in to your e-banking from a third-party computer not fulfilling the aforesaid conditions. Precautionary measures To minimize the risks on the user s side, you can observe a number of elementary rules: 1. Always log in to your e-banking via the URL (never click a link provided in an or SMS message). 2. Check if the identity of the website is verified by a green bar and lock in your browser. Example on Firefox Example on Google Chrome Example on Internet Explorer 3. Select a personal and unique password for your e-banking application. It should not be a word available in a dictionary, regardless of the language. It must be at least 8 characters long and include letters in upper and lower case as well as digits and symbols. You should never disclose your password to anyone. 4. Do not store your password on your computer or in your mailbox if they are not secure. 5. Use extreme care when using your e-banking and pay attention to error messages and unusual behaviors. If you notice anything unusual, please contact your manager. 6. After use of your e-banking, make sure you log out by clicking the «Log Out» button. What should I do if I cannot use e-banking? If you really cannot use your e-banking to make a transfer (no internet connection, no secure access, maintenance in progress...) and that this transfer is urgently required, you can contact your Relationship Manager directly by phone, from Monday to Friday, 08:30 am to 6:00 pm (GMT +1). A written confirmation with a copy of your passport or identity card will be required for transfers of funds exceeding CHF 50,000. Make sure you also provide a document to justify the transfer of any amount exceeding CHF 50,000. CIM Banque - page 3

4 How to log in? Step by step Go to Have your Username, your Password and your Digipass ready. This will be: 1. your mobile phone if you requested the activation of Digipass by SMS message or if you installed the application for smartphones. 2. the small device (token) that you received if you have a «physical» Digipass. Connection Enter your username and password Click Sign in Authentication Enter your 6-digit Digipass code Click Sign in Please refer to the Troubleshooting section of this Guide if you experience any difficulties when trying to log on. You can also contact the Customer Service of CIM Bank by phone or chat, from Monday to Friday, 08:30 am to 6:30 pm GMT+1. CIM Banque - page 4

5 Your Dashboard Overview of your Dashboard Your Dashboard provides you with a preview of your accounts at a glance as soon as you log in. All your widgets are available, moveable and configurable as you wish. Your personal configuration is automatically stored. Menu Access the different sections of your e-banking Duration of your session You will be automatically logged out at the end of the countdown Notifications Transfers awaiting signature Language Change your e-banking site language Logout Make sure you log out after each use My Bank Your manager and his contact details. Click the button to access your bank information Widgets Select the account information that you want to display as soon as you log in Add a widget Click here to add a new widget to your Dashboard Time in GMT +1 For your information, you can view the current time in Switzerland (GMT +1) CIM Banque - page 5

6 The widgets Portfolio overview Preview of your gross assets classified by asset type (liquidity, shares, funds, forex...). The amount is displayed in the reference currency of your portfolio. Total assets and liabilities include guarantees, loans and other commitments. Settings: selection of the portfolio to display. Transfers List of your transfers. You can use it to display pending transfers, processed transfers and transfers awaiting signature for each portfolio. Settings: selection of the type of transfer to display, line count. Standing orders Display a list of your active standing orders for each portfolio. Settings: line count. Liquidity Total liquidity of your portfolio by foreign currency. The amount is expressed in foreign currency. Does not include other types of assets (liquidity only). Settings: selection of the portfolio to display. Message box Preview of your inbox. Display the last received messages in your secure e-banking mailbox. Settings: number of messages to display. Card recharges Display the last completed card recharges as well as pending card recharges. Settings: selection of the card to display (you can select several cards), number of lines to display. To display a card, you first need to register your card in the My Bank section. Cash movements Display the list of the last cash movements on the selected account. Settings: selection of the portfolio, account (currency) and number of lines to display. Currency exposure Display the distribution of your portfolio by foreign currency. Includes all types of assets (liquidity, shares, bonds, funds...). Gross assets are expressed in foreign currency, while the total is expressed in the reference currency of the portfolio. Settings: selection of the portfolio to display. CIM Banque - page 6

7 Add a widget 1. Add a widget Click here to add a new widget 2. Select a widget Select one of the proposed widgets to be added 3. Configuration Configure your widget by selecting options 4. Save Click Add to display your widget Move a widget You can move your widgets to organize them as you wish. To move a widget: 1. Click and hold the widget header (title). 2. Move your widget to the desired location, then release the mouse button. Modify a widget All widgets are configurable. To modify a widget: 1. Click the icon in the top right corner of your widget. 2. Select Settings. 3. Modify the desired information depending on the widget (portfolio, number of lines to display...). 4. Click Save. Delete a widget 1. Click the icon in the top right corner of your widget. 2. Select Delete. The configuration of your widgets (position, settings, portfolio...) is automatically stored after each change. CIM Banque - page 7

8 Portfolio Overview of your portfolio The Portfolio page provides you with a view of your portfolio details. 1. Select a portfolio Select the portfolio to display 2. Select the evaluation currency To display your movements in a different currency than the default one, chose an evaluation currency Portfolio summary Details of your assets by type: liquidity, shares, bonds, investment funds, loans... Foreign currencies Distribution of your assets by foreign currency and equivalent value in the reference currency of your portfolio Sectors Distribution of your investments by sector (banks, insurances, real estate, metals...) Portfolio details You will find your portfolio details at the bottom of the page: liquidity, shares, funds, loans, forex... Click the tabs to display the details of each asset category. You can export your portfolio details in Excel and PDF format or print them directly. Note: prenoted orders (pink line) may appear in your portfolio details. Prenoted transactions are temporary debit or credit orders. They have not been executed yet. CIM Banque - page 8

9 Performance of your portfolio This feature allows you to see the performance of your portfolio and your investments. This is an optional service, please contact your Relationship Manager to activate it. Performance year-to-date (YTD) Cumulative annual performance since the beginning of the year until the day before Performance quarter-to-date (QTD) Cumulative performance since the beginning of the quarter until the day before Initial assets Total of your assets in the reference currency of your portfolio, at the date indicated Cash/securities entries and withdrawals Total amount of entries and withdrawals on the portfolio during the period Absolute gain/loss Sum of the final assets less the initial assets Final assets Total of your assets in the reference currency of your portfolio, at the date indicated Capital performance Ratio of absolute gains and losses and your initial investment Warning: this data is for informational purposes only and may vary. It does not guarantee a performance of your portfolio. For more exact performance, please contact your Relationship Manager. CIM Banque - page 9

10 Your movements Cash movements View all account movements: credits and debits, transfers, charges, account coverage, cash deposits... Security movements View all movements related to securities bought or sold for you by CIM Bank. 1. Click Movements in the menu to view your cash and security movements. Select the evaluation currency To display your movements in a different currency than the default one, chose an evaluation currency Select the type of movement Select Cash Movements or Security Movements to display the list of movements Portfolio Select the portfolio to display Account Select the account (currency) to display Period to display Select the date range to display and click Validate to see the movements of this period Your movements List of your movements. You can view the date, details of the transaction, and the debited or credited amount Balance Selected account balance at today s Search Enter the amount or the label of the operation to search in the list Click one of these buttons to export the current view to a.xlsx or.pdf file. My debit/credit advices 1. In the «Movements» section, select the portfolio for which you would like to download the debit/credit advices. 2. Click on the button 3. Select the range of date to download. Attention, you can only download 31 days at a time. 4. Once your request is ready, you receive a message in your e-banking containing all you debit and credit advices in attachment (.zip file). CIM Banque - page 10

11 Transfers Transfers overview All transfers executed via your e-banking are displayed in your Transfer overview. You can view: Pending transfers List of your transfers, which have not been sent to our banking system (pending, system unavailable, future date of execution...). Transfers awaiting authorization / signature List of transfers which need to be validated by another e-banking user before being sent to our banking system (option to be activated with your manager, e.g. for multiple access joint accounts or company accounts). History List of processed transfers, which have been executed, cancelled, expired... Number of transfers to display in the list by default Search Enter your search string in this field (account number, beneficiary, amount...) Display the transfer details Debited account number Transfer beneficiary Date of execution of your transfer Transfer status (executed, pending...) Number of transfers in the list Type of transfer (international, card recharge, account to account...) Transfer amount Transfer currency The symbol indicates a standing order See previous and next pages Standing orders List of standing orders created from your e-banking. Edit your standing order (change the settings, cancel, pause...) Next date of execution of your standing order (the date is blank for cancelled or inactive orders) Status of your standing order CIM Banque - page 11

12 General features Select the type of transfer Internal transfers: to make a transfer from one of your accounts with CIM Bank to another one of your accounts with CIM Bank or to another person s account with CIM Bank. International & domestic transfers: to make a transfer in Switzerland or abroad from one of your accounts with CIM Bank. Payment slips: means of payment reserved to Swiss clients. With or with no reference number. Card recharge: to recharge your prepaid cards: Visa, MasterCard and SwissBankers Travel Cash CIM Bank. Validate a transfer To validate a transfer (or a card recharge), you need to have your Digipass ready. 1. After you have entered all the required data, click Execute. 2. Check the entered data, then click: Confirm by SMS: for Digipass SMS, by clicking this button you will receive a new SMS message containing your validation code. Confirm with a code: for a physical Digipass (token) and virtual Digipass (application for smartphones), click this button, then enter the code provided by your Digipass. Note: if you have only a physical Digipass, you can type the validation code directly in the field. Print the transfer details 1. In the Transfer section, click on Transfer overview. 2. Click on the line of your transfer to display its details. 3. Click on Print the page, at the bottom right corner of your transfer details. Cancel a transfer If your transfer has not been transmitted to our banking system yet ( Initialized status and/or date of execution beyond D+5 days), you can cancel it: 1. Go to the list of pending transfers ( Transfers menu, Transfers overview ). 2. Click the magnifier or the debited account of the transfer to cancel. 3. Click the Cancel transfer button. 4. From that moment it will be displayed in the list of processed transfers with a Cancelled status. Transfer workflow When you ask for the activation of the signature system (see the Signature section) and when the entered order must be authorised by another user, i.e. other users, you will see the following window with the transfer details. Order status The last status is at the top of the list Privileges Cumulated signature weight of each user. To be fully authorised, an order must reach a minimum weight of 60 Created by Username of the person who performed the action. Users such as Technical are system users For the accounts with no signature, this window will not appear because the transfer or standing order is already fully authorised. CIM Banque - page 12

13 Internal transfers Internal transfers are used to transfer funds: - from one of your accounts with CIM Bank to another one of your accounts with CIM Bank, - from one of your accounts with CIM Bank to the account of another client of CIM Bank. 1. Select the portfolio to be debited (if you have access to several portfolios, use the pink arrows to scroll the list). 2. Select the account (currency) to be debited (if you have several accounts, use the pink arrows to scroll the list). 3. Select if you wish to credit one of your accounts (option 1: account to account transfer) or another account with CIM Bank (option 2: transfer to another account with CIM Bank). Option 1: account to account 4. Select the portfolio to be credited. 5. Select the account to be credited (the debited account is greyed out and cannot be selected). Option 2: transfer to another account with CIM Bank 4. Enter the IBAN of the beneficiary account (attention: check with the beneficiary that you have the IBAN of the account in the right currency. Indeed, each account (currency) has its own IBAN). 5. Enter the name and address of the beneficiary (34 characters maximum in each field). Transfer details 6. Enter the transfer amount and currency (attention: for account to account transfers, you can only select the currency of one of your two accounts: the account to be debited or the account to be credited). CIM Banque - page 13

14 Execution of the transfer 7. Single transfer: transfer which will only be executed once, at the selected date of execution. Standing order: recurring transfer which will be executed at the defined frequency. For more information about standing orders, please refer to the Standing orders section of this Guide. 8. Select the date of execution of your transfer. Transfer options 9. Enter your instructions or the reference number of your transfer (invoice number, transfer details...). Attention: the field is limited to 34 characters per line. 10. Save this transfer as a template: keep this transfer as a template for later. For more information about templates, please refer to the Templates section of this Guide. 11. Click Execute. 12. Check your transfer data on the validation screen. You can: Modify your order by clicking the blue Modify button. Validate the execution of your transfer by clicking Confirm by SMS to receive a code by SMS, or by clicking Confirm with a code if you have a physical or virtual Digipass. Please refer to the Transfer validation section of this Guide for more information. CIM Banque - page 14

15 International and domestic transfers International and domestic transfers allow you to transfer funds from your account with CIM Bank anywhere in the world or in Switzerland. Account to be debited 1. Select the portfolio to be debited (if you have access to several portfolios, use the pink arrows to scroll the list). 2. Select the account (currency) to be debited (if you have several accounts, use the pink arrows to scroll the list). Account to be credited 3. Select the type of bank information (IBAN or account number). 4. Enter the IBAN or account number of the beneficiary. 5. Enter the SWIFT code of the beneficiary of your transfer. 1. Search Click Search if you do not know the actual SWIFT code of the beneficiary 2. Enter the search string Enter the data in the search field: you can enter the beginning of the SWIFT code, the name of the Bank, its address Search result(s) Click the SWIFT code of your search to add it and automatically fill in all the fields Note: if you know the SWIFT code of the beneficiary, you can enter it directly in the SWIFT field, then click Search to automatically fill in the bank s name, address and country. If you can t find the SWIFT code of the actual bank branch of the beneficiary, you can make the transfer with a SWIFT code finishing with XXX. In general, the code finishing with XXX corresponds to the main bank branch. Eg.: Codes of the different subsidiaries in Australia Code of the main branch of the bank Intermediary bank 6. Click Add an intermediary bank if you want to specify the intermediary bank (enter the SWIFT code as described above for the beneficiary s bank. CIM Banque - page 15

16 Beneficiary 7. Enter the name and address of the beneficiary (34 characters maximum in each Address field) and select the country. Transfer details 8. Enter the transfer amount (please use the dot as decimal separator) and currency. Execution of the transfer 9. Single transfer: transfer which will only be executed once, at the selected date of execution. Standing order: recurring transfer which will be executed at the defined frequency. For more information about standing orders, please refer to the Standing orders section of this Guide. 10. Normal: the transfer will be executed under normal conditions, i.e. within a minimum of 2 days upon creation of the transfer. Express: by checking this box, you will be able to make a transfer with an earlier date of execution, subject to certain conditions (see frames below). Please read these conditions before you make an express transfer. 11. Select the date of execution of your transfer Express transfers Conditions for express transfers: D+0: only transfers in the following currencies, validated within the timeframe below, can be executed at a D+0 date (the same day, on business days only, unless another date is selected by the user and subject to availability): Transfer currency EUR USD CHF, GBP CAD CZK, HRK, HUF NOK, SEK, DKK, TRY ILS, RUB Last validation before 15:30 17:00 16:30 17:00 09:30 11:30 10:30 12:30 From Monday to Friday (business days only) D+1: for the following payments, the date of execution can only be D+1 (the next day, business days only): - Transfers in currencies not listed above. - Transfers validated beyond the timeframe listed above, from Monday to Thursday. D+1 or more: transfers validated on Friday beyond the timeframe listed above or during the weekend will be executed on the next Monday (or next possible business days). PLN Please note that additional transfer charges are collected for processing a transfer with this option. Express transfers are not compatible with standing orders. CIM Banque - page 16

17 Transfer options 12. Enter your instructions or the reference number of your transfer (invoice number, transfer details...). Attention: the field is limited to 34 characters per line. 13. Correspondent bank fees: you can select who will bear the correspondent bank fees: Charged to the ordering customer: the correspondent bank charges will be borne by the ordering party (person making the transfer). Charged to the beneficiary: the correspondent bank charges will be borne by the beneficiary of the transfer. Shared fees: the ordering party bears the charges of CIM Bank, while the beneficiary bears his own bank charges. 14. Message for CIM Banque: type here your instructions for CIM Banque (maximum 35 characters). 15. Save this transfer as a template: keep this transfer as a template for later. For more information about templates, please refer to the Templates section of this Guide. 16. Click Execute. 17. Check your transfer data on the validation screen. You can: Modify your order by clicking the blue Modify button. Validate the execution of your transfer by clicking Confirm by SMS to receive a code by SMS, or by clicking Confirm with a code if you have a physical or virtual Digipass. Please refer to the Transfer validation section of this Guide for more information. Orange/red payment slips The payment slip is a means of payment used exclusively in Switzerland. CIM Bank provides you with the possibility to do the payment of your payment slips with or with no reference number from your e-banking. It works the same way as internal transfers, with the exception of the Account to be credited segment: Select the payment slip type - Orange payment slip = with reference number - Red payment slip = with no reference number Payment information Enter the payment information for your payment slip Payment slips are only available in Swiss francs (CHF). CIM Banque - page 17

18 Standing orders Standing orders are recurring payment orders with a given frequency: you can, for instance, set up a transfer of funds every month at the same date, to the same beneficiary. Create a standing order 1. In the menu, select the type of transfer you want to set up. 2. Fill in your transfer fields (account to be debited, beneficiary, amount, currency...). 3. In the Execution of your transfer area, select Standing order. First date of execution: enter the date at which you want your standing order to start (date of the 1st transfer). Periodicity: select the periodicity of your order (weekly, monthly, annually...). End of month: check this box to have your order executed on the last day of the month (on the 30th or 31st day of each month, for instance). Closed days: if one of the transfers falls on a closed day (week-ends, public holidays...), you can select to have it executed before or after that day. Valid until: date of validity of your standing order. After this date, it will automatically be stopped. Leave this field blank if you want your order to remain valid until you cancel it manually. Modify / Pause / Cancel a standing order Once your standing order has been created, you can modify it at any time to change the transfer settings (amount, address of the beneficiary...). You can also decide to cancel a single occurrence only (a single transfer) or to cancel your whole standing order. 1. Go to Transfers, then to Transfers overview. 2. In the list of standing orders, click the line of the order to be modified. 3. You access the page containing the details of your order, where you can view: Transfer details: beneficiary, amount, currency... Your standing order settings: date of validity, periodicity, end of month execution... (Optional) Validation workflow: see the General features section for more information. CIM Banque - page 18

19 Standing order details Transfer details Transfer information: account to be debited/credited, beneficiary, amount, currency, date of execution...) Transfer signature Indicates whether your transfer has been authorised by all users. If you did not activate the signature option, the button indicates Transfer fully signed User & status The user who created the order and the status of the lastest instance of this standing order Cancel the transfer Click here to cancel this transfer occurrence. The standing order will remain active for further executions Modify a standing order Click here to modify your standing order Cancel the standing order Click here to cancel the standing order. All your order occurrences in progress will also be cancelled Standing order settings Details of your standing order such as its next date of execution, validity date, status... Attention: if several users are authorised to make standing orders on the same portfolio, only the user who created the standing order will be able to cancel it. Save a transfer as a template The save as template function, which is available at the end of the transfer forms, makes it possible to store the settings of a transfer that you make regularly. For instance, if you make a transfer to the same person several times a month, although you do not send the same amount each time, you can fill in this form once, then store it as a template. After that you will only need to modify the amount of the transfer. In contrast to standing orders, there is no frequency and no automatic execution either. You create a transfer on the basis of a template, whenever you want. Create a template 1. Select the type of transfer from the Transfers menu, then fill in the information. 2. In the Transfer options area, check the Save this transfer as a template box. 3. Select the folder in which you want to save your template (or click Add a folder to create a new folder). CIM Banque - page 19

20 4. Enter a name for your template (35 characters maximum) then click Save. Create a template without executing the transfer: when you click the Save button, the Your template has been saved successfully message is displayed, and you can then leave this page without executing your transfer. Create a template and execute the transfer: check the Save this transfer as a template box, select the folder and enter a name, then directly click Execute to execute the transfer and save the template. Manage my templates Create a folder Click here to add a new folder. Enter a folder name and validate List of templates List of your templates in the selected folder. You can see the template name and transfer type Search Enter the name of your template or the type of transfer to search List of folders Nomber of template in the folder and folder s name Rename / Delete a folder Select a folder and click to rename the folder or click to delete the folder. Caution, if your folder contains templates, they will also be deleted Move a template Click here to select a new folder for your template Delete a template Click the bin to delete a template Create a transfer from a template 1. Click the name of a template to edit it. 2. Check, modify and fill in any transfer information, if necessary. 3. Click Execute, then validate with your Digipass (the same as for a classical transfer). Modify a template 1. Click the name of a template to edit it. 2. Modify any transfer information you need. 3. Check the Update this template box, then click Save. Move a template 1. Click. 2. Select the new destination folder for your template and click Move. Search You can search from your template by its name or by transfer type. 1. Type the first characters in the field to search instantly. 2. You can search in the current folder (folder selected in blue in the list) or in all folders at the same time. CIM Banque - page 20

21 Transfer signature The authorisation or signature system makes it possible for several users to validate a transfer before it is transmitted to CIM Bank. This feature is a (free) option that you can activate by contacting your manager. The signature of transfers may be useful, for instance, if you have a joint account or a company account with multiple access (secretary, director, accounting...). Mode of operation of the signature 1. User A creates a transfer in his e-banking. 2. User B authorises (signs) the transfer. 3. The transfer is transmitted to CIM Bank for execution if there are sufficient funds available on the account. Create a transfer with signature When this option is activated, all transfers executed by a user on the account in question will automatically be submitted to another/ other user(s) for validation. Sign a transfer You can access your transfers to be signed in two ways: 1. By clicking the transfer awaiting for signature in the notification area: Notifications The number of notifications appears next to the icon, when you have transfers awaiting for signature Transfers awaiting authorisation List of transfers awaiting for signature. Click the transfer to directly access the details and sign it List of transfers Click View all transfers to access the list of all transfers (awaiting authorisation and other statuses) 2. By accessing the transfer from the Awaiting for signature list, on the Transfers overview page ( Transfers menu). 3. To sign the transfer, click Sign this transfer, check the information and enter a Digipass code to validate (or click Receive code by SMS to receive your validation code by SMS). 4. Click Sign this transfer. Express transfers: to do an express transfer with signature, the transfer must imperatively be signed within the timeframe defined in the Express transfers section of this Guide. Execution date: attention: you must authorize the transfers before their date of execution. - If a transfer is not signed in due time, it will be displayed with a Failed status and it will not be transmitted to CIM Bank. - If a transfer is signed behind schedule, at a date which is too close to the date of execution (less than two days for international transfers, for instance), the date of execution specified in the system will automatically be postponed to the next possible date. You will see a message notifying you of the new execution date. CIM Banque - page 21

22 Sign multiple transfers at the same time When you need to sign several transfers, you can select multiple entries to validate them at the same time. 1. Click on Sign all transfers in the notification area or click on the Transfers menu. 2. Choose the transfers you want to sign using the check-boxes or click on Select All to select all the visible transfers on the current page. You can also select transfers on other pages using the Next / Previous buttons or the page numbers available at the end of the table. Transfers waiting for validation from another user can t be selected. 3. Click on Sign selected transfers the number of selected transfers is displayed in parentheses. 4. Check the displayed information and choose your authentication method. Enter a Digipass code and click on Sign this/these transfer(s). 5. The summary lists all the transfers that have been correctly signed. A warning message can be displayed if some transfers could Late validation If a transfer is signed behind schedule, the execution date is automatically postponed. The new execution date is displayed in red. not be signed: transfer signed by another user, cancelled... Click on Refresh to update the waiting for signature transfers list. CIM Banque - page 22

23 Multiple transfers CIM Bank gives you the possibility to create multiple transfers at once with your e-banking by importing a CSV file. Information: this functionality is only available on request. If you want to use it, please contact your Relationship Manager to activate the service. Prepare and import your transfer file in CSV format 1. Download the CSV file template available in your e-banking. 2. Insert your transfers data in the downloaded file: Beneficiary Amount Currency IBAN or account n# SWIFT Code BVR/Motive Company LTD EUR FR AXIGFRP1XXX Invoice number 136 Philip SMITH USD ABNYUS33XXX Jean DUPONT CHF POFICHBEXXX You can fill the payment slip reference or instructions in the column BVR/Motive. This information is optional. 3. Save the file in CSV format (file extension.csv). Warning: no other file format is accepted! 4. Go to your e-banking, in the menu Transfers, click on File transfer. 5. Choose the portfolio and account to debit. Select the execution type (normal or express), the correspondent fees and the execution date for all the transfers to import (you will be able to modify these settings on an individually basis later). 6. Choose your CSV file and click on Import file. If the file you are importing contains a lot of transfers, it may take a few minutes to load. 7. When imported, the transfers will appear in the Drafts waiting for review list. Verify the status of the imported transfers The Drafts waiting for review list will help you identify the transfers which need to be modified and those ready to be created: To delete drafts, select the desired lines and click on Delete these drafts. A summary window will ask you to confirm the deletion. Correct drafts containing errors 1. Click on a Modification needed line to correct the transfer information. The fields that need to be corrected are visible in red. 2. Once corrected, click on Save. 3. Repeat the operation as often as needed to correct all the Modification needed lines then go to the next step. CIM Banque - page 23

24 Create transfers from drafts 1. Select the check-boxes of the transfers to create or click on Select all at the bottom of the list to select all the transfers at once. 2. Click on Create transfers from these drafts. The number of selected transfers will be displayed between parentheses. 3. A summary window will be displayed: If you selected transfers that contain errors, they will not be created. If you are creating you transfers too late, the execution date will be postponed to the next available date. 4. Choose your authentication method by clicking on SMS or Access code and enter your Digipass code, then click on Create these transfers. A confirmation window will be displayed with the status of each transfer. Transfers in error status Transfers which could not be created are automatically sent back to the Drafts waiting for review list, allowing you to send them later. Hover the errors to see why the transfer couldn t be created. Transfers successfully created Transfers successfully created will be processed in the standard validation workflow. Click on the Refresh button to navigate to the Drafts waiting for review list. Click on Transfers overview to navigate to the transfers that have been created. If you don t have the full signature rights, the transfers will have to be signed (see section Transfer signature ). If you have the full signature rights, the transfers will be automatically initialized. To verify the status of the created transfers, visit the page Transfers overview in the Transfers menu. CIM Banque - page 24

25 Register a card Manage my prepaid cards CIM Bank provides you with the possibility to register your prepaid cards in your e-banking to save time on recharges. 1. Go to the Cards menu, to the My cards section. 2. Click Add a card. 3. Enter your card name (after that it will appear on the list when you recharge, so select an explicit name). 4. Enter your card information (type of card, currency, card number and date of expiry). Modify / delete a card 1. Go to the Cards menu, to the My cards section. Search Enter the name, number or type of card to find one of your cards in the list Edit Click Edit to modify your card information (number, expiry date, name...) Delete Click Delete to delete a card To obtain your CIM Bank card, contact your Relationship Manager. You can find a list of available cards on our website at in the Bank cards section SwissBankers Travel Cash SwissBankers Prime Card MasterCard prepaid Recharge a card 1. Go to the Cards menu, to the Recharge card section. Account to be debited 2. Select the account from which you want to recharge your card. Card to recharge 3. Select the card to be recharged. You can select one of the cards you registered in the My cards section or any other unregistered card. One of my saved cards: select the card you wish to recharge from your list of cards. Another of my cards: select the type and enter the number of your card (number available overleaf the card). To save a card, first go in the My cards section as indicated above. CIM Banque - page 25

26 Recharge details 4. Enter the recharge amount (CHF/EUR/USD 100 minimum, and CHF/EUR/USD 10,000 maximum) and currency (card recharges are only available in euros (EUR), Swiss francs (CHF) and American dollars (USD)). Execution of the recharge 5. Select the date of execution of your recharge. As for other types of transfers, you can set up a standing order for your card recharges. Please refer to the Standing orders section to find out more. Transfer options 6. Enter your instructions or the reference number of your transfer. Attention: the field is limited to 34 characters per line. 7. Save this transfer as a template: keep this recharge as a template for later. For more information about templates, please refer to the Templates section of this Guide. 8. Click Execute. 9. Check your recharge data on the validation screen. You can: Modify your recharge by clicking the blue Modify button. Validate the execution of your recharge by clicking Confirm by SMS to receive a code by SMS, or by clicking Confirm with a code if you have a physical or virtual Digipass. Please refer to the Transfer validation section of this Guide for more information. Mobile apps & card management Download the mobile apps and access the management pages of your credit cards and prepaid cards. These applications allow you, among other things, to download your card statements, have an overview of your expenses in real time or block your card in the event of a problem. Info & documents In this section, you will find the general conditions of your cards as well as the general conditions of the insurance and any other useful document. CIM Banque - page 26

27 Your bank information My Bank In the My Bank section, you can view the bank information of each of your accounts (each account/currency has its own bank information). Search Enter the name, account number or currency to find an account in the list Your account details - Your account numbers - The currency of each account - Your account name(s) - The IBAN of each account Export to PDF Click here to download your account details in PDF. Caution, each account has its own bank information Correspondent banks You can find here the list of our correspondent banks for each currencies. My information In this section, you can specify your and your mobile phone number to be notified of the receipt of a new message in your e-banking. The Bank You can find here all the contact details of CIM Bank and your Relationship Manager(s). You can also check the opening hours and public holidays. Mobile phone number format Enter your mobile phone number, as follows: - country code without 00 or + (e.g. 44 for England) - phone number without 0, with no spaces. e.g. for England: CIM Banque - page 27

28 Secure messaging The secure messaging of CIM Bank provides you with the possibility to send messages to your manager as well as to users having access to the same portfolio(s) as you do. Your inbox In the menu, go to the Messaging section. You will then have access to your inbox (received messages) and to your sent messages. Notifications The number of unread messages is indicated right in the menu New message Click here to create a new message (see details below) Messages Unread messages are displayed in blue in the list of received messages. Click the line to read the conversation. The number of messages in the conversation is indicated in the Messages column Sent elements List of messages sent from your e-banking. Click the line to read the conversation Search Enter the sender s name, the subject or date (in YYYY/MM/DD format) to search your messages Other contacts Other means to contact CIM Bank Compose a new message 1. In the Messaging menu, click New message. 2. Select one or several recipients. 3. Add one or several attachments, if necessary, then enter the subject and the message. 4. Click Send message. CIM Banque - page 28

29 Read / mark as important / delete a message Read a message Messages operate as a conversation. When you click a message to read it, you access all the messages of the same conversation. Reply to a conversation 1. Click the relevant line in the inbox. 2. In the menu, click Reply. 3. Fill in the form as for a new message (you cannot change either the recipient or the subject). Mark as important / Mark as unread 1. Click the relevant line in the inbox. 2. In the menu, click Additional actions. Mark as important : select this option to add an important flag. Mark as unread : select this option to get back to the list and leave your message as unread. Delete a message / Delete a conversation 1. Click the relevant line in the inbox. 2. To delete the whole conversation (all received and sent messages in this conversation), click the Delete conversation button on the menu bar. To delete a single message, click the bin icon of the relevant message (in the top right). Back to inbox Click here to go back to your inbox Reply Reply to the current conversation Delete the conversation Delete all messages contained in the conversation Additional actions Mark as unread and Mark as important Subject Subject of the conversation and number of messages Messages Messages in the conversation. The sender and the recipient appears at the top of the message Delete Click the bin to delete a message CIM Banque - page 29

30 E-banking for mobile phones & tablets Your new CIM Bank s e-banking is fully compatible with mobile phones (smartphones) and tablets. Its interface automatically adjusts to your screen size to facilitate your browsing experience. The interface on a mobile Login page Your dashboard Internal transfers The features are the same as on your computer: you can check the balance of your portfolios, make bank transfers, recharge your prepaid card and send secure messages to your Relationship Manager. Navigate on a mobile Menu Tap this icon to display the menu on the side Navigation Tap the section of your choice to go there Logout Tap this icon to log out from the application Close the menu Tap anywhere in the grey field next to the menu to close it Certain information may be masked on smaller screens to maintain an optimal user experience. To view more information, you can switch your mobile to Landscape. CIM Banque - page 30

31 Login to my e-banking Troubleshooting I receive an Wrong username or password message when I enter my username and password Your username and password are case sensitive (upper and lower case); make sure the CAPS LOCK or MAJ key is not turned on and that the NUM LOCK is activated if you use a keypad. Also make sure that there is not a space before and after your username or password. Attention: for your security, your account will be locked after several failed attempts. To unlock your account and confirm your login information, please contact your manager. I receive an Invalid token, please try again message when I enter my Digipass code 1. Did you correctly enter your Digipass code? This code must have 6 digits. 2. Do you have a Digipass SMS? Did you receive and enter a new Digipass code? The received code is for one-time use. 3. Do you have the Digipass application for smartphones? Your application can get out of sync over time or with time changes. See Synchronization of the Digipass application for smartphones? on page 29 of this Guide. 4. Your physical Digipass does not switch on anymore? The battery life is approximately 7 years. Contact your manager to get a new one. I did not receive the Digipass SMS on my phone You requested the activation of this service, but you did not receive your Digipass? Here are some points to check: 1. Does your phone have a network service right now? 2. Are you in your usual country of residence? If not, do you have a phone plan which allows you to receive calls and SMS messages while abroad? 3. Do you receive other SMS messages on your phone? 4. Do you have enough free space on your phone to receive SMS messages? Do you have enough memory? If you answered NO to any of these questions, first try to restart your phone and/or empty your memory card then, if you still do not receive your SMS message, please contact your manager. 5. Did you change your phone number? In such a case, you must provide your new number to your manager. 6. Did you recently switch to another phone network operator or port your number? If yes, please contact your manager and indicate your former operator and your new operator. CIM Bank cannot guarantee that you will receive your Digipass by SMS while you are in roaming, i.e. when you are not in your country of residence or the country of your phone network operator. Dashboard - Widgets My widget displays the No portfolio found message Your widget has lost its settings or you have no access anymore to the portfolio which was set up on this widget. Go to your widget settings to reallocate an existing portfolio or revalidate the selected one. The Cash movements widget displays a No movements found for the period message If there have been any movements on your account and if they are not displayed, go to settings and change the number of lines to display (5, 10, 15 or 20), then validate. Cash movements / Securities movements I get a No data available in the table message 1. Check the selected dates in the Period to display fields, then click Display. 2. Make sure you selected the right account (currency). Transfers I do not manage to validate my transfer The access code is invalid The entered Digipass code is incorrect. Make sure you enter a new 6-digit code. The Digipass code is for one-time use; you may not reuse the code you received to log in, you must generate a new one. CIM Banque - page 31

32 I did not receive the Digipass SMS to validate my transfer 1. Did you click the Confirm by SMS button to send the code? 2. Please check the items listed in the I did not receive the Digipass SMS on my phone section above. Transfer limits Transaction amount exceeding the available amount, you should have CHF 1, minimum left on your account CIM Bank imposes a minimum balance requirement of CHF 1,000 (CHF 3,000 for trading accounts) to continuously be available on the portfolio. Please try with a new, lower amount. Attention, the limits are specified in Swiss francs (CHF), so check the exchange rates for transfers in other currencies. Transfer impossible, you have exceeded your authorised limit for this type of transfer Your account has a transfer limit. If you want to make a transfer exceeding your limit, please contact your Relationship Manager. Transfer impossible, you have exceeded your daily/weekly limit for this portfolio (CHF XXXX,XX) Your account has a daily and weekly transfer limit. If you want to make a transfer exceeding your limit, please contact your Relationship Manager. Transfer impossible, you have exceeded the number of daily transfers for this portfolio (X) Your account has a maximum number of external transfers per day. If you want to make more transfers or if you regularly make a higher number of transfers, please contact your Relationship Manager. SWIFT code / IBAN The country of the beneficiary bank does not match with the IBAN country; please check your entry The IBAN country code (first two characters) does not match with the country of the beneficiary bank defined by the SWIFT code. For instance, if the bank of the beneficiary of the transfer is in Switzerland (ISO code CH), the beneficiary s IBAN must imperatively be of the CHXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX type. The balance of my trading portfolio is incorrect Your trading portfolio information available in e-banking are not provided in real time. To check your assets and transactions in real time, you need to log in to your electronic platform. I cannot find my error in the above list Please contact your manager and try to provide him with as much information as possible on the issue (screen capture, information entered in the transfer...). Note the exact error message displayed to help us solve your problem rapidly. Synchronization of the Digipass application for Smartphones Your application can get out of sync over time or with time changes. Android phones/tablets iphone / ipad CIM Banque - page 32

33 Virtual Digipass Installation for Android/iOS/Windows Mobile phones and tablets To get started, your phone/tablet must be connected to the internet (WiFi or mobile 3G/4G network). 1. After you request the activation of this Digipass from your manager, you will receive 2 SMS messages. 2. Tap the link provided in the first SMS message. 3. In the store corresponding to your phone, tap Install to install the application, then Open to launch it. 4. Tap Manual. 5. Enter the serial number and the activation code that you received by SMS. 6. Tap One Time Password to start using your virtual Digipass right now. You did not receive the activation SMS messages? Search directly in AppStore, Google Play Store, Windows Store or other store applicable to your smartphone. Example for Google Play Store or AppStore: 1. Search for Digipass. 2. Install the application below, then follow the procedure above depending on your mobile phone. 3. You will receive the activation codes by . Google PlayStore (Android) AppStore (iphone / ipad) Digipass Mobile Enterprise Sec Digipass for Mobile Enterprise Security iphone Edition CIM Banque - page 33