Frequently Asked Questions
A helpful guide of Frequently Asked Questions (FAQ) for our SRBS Online system.
Visit our website at www.srbs.co.uk and select ‘SRBS Online’ at the top right of the page. This will open the welcome page. Click on ‘Register’ and follow the online instructions. Once you have registered online, we will send you a text message or email to your registered details with your User ID and Activation Key.
You can activate your registration by following the login process on the welcome page from the online tab. Please note that all passwords and memorable information are set by you during the registration process. The text or email message will not contain your Password or Memorable Information, so please make sure you are able to remember these.
Your registration text or email contains a single-use Activation Key which is a series of letters and numbers. You will need to use this when you activate your registration.
The Activation Key will be requested after you have input your User ID, Password and Memorable Information. Once you have successfully activated your registration, you won’t need to use the Activation Key again.
If you forget your Password or Memorable Information, in order to re-set your details, we will send you a new Activation Key via email. Please make sure that you use this new Activation Key to re-set your details, not the original one that was sent to you in your registration text or email, as the Key is designed to be single-use and will not work a second time.
You will need your User ID to log in to the system. You can find this number in the text or email message that was sent to you when you first registered to use the online service.
If you forget your Password or Memorable Information, you can reset these using the ‘Forgot password?’ button. However, your User ID cannot be changed as this is unique to you so, if you have forgotten it and you don’t have the original text or email message, you will need to email us at firstname.lastname@example.org and we will be able to help you to regain access to your online account.
As well as your User ID, you will need your Password and Memorable Information to access your online account each time you log in.
Whereas your User ID is assigned to you, you can choose your own Password and Memorable Information. You will set these yourself when registering and we will not be able to see these. They can be anything you like, as long as they meet the following criteria.
Passwords need to:
- be a minimum of 8 characters and a maximum of 64 characters
- contain at least 1 number
- contain at least 1 special character (e.g. !£$%&*)
- contain a mixture of least 1 uppercase and 1 lowercase letter.
Memorable Information needs to:
- be between 8 and 15 characters long (a combination of letters and numbers is recommended).
Please remember when logging in that Passwords and Memorable information are all case sensitive and when inputting these characters they need to match the original inputted details.
If you have entered incorrect details three times when attempting to log in you will be locked out of trying and your user will be suspended. This means that even if there has been a successful attempt while the user is blocked, you will be unable to log into the account. Please call our member services team on 01785223212. They will ask you a few security questions and set you back to pending. You will then be able to log in successfully using the correct details.
If you forget your Password or Memorable Information and suspend your account, click the ‘Forgot Password’ button on the welcome page. You will then be taken through the on-screen process for resetting your details. We recommend that you enter a different Password and Memorable Information to those that you chose originally. After clicking the ‘Reset Password’ button, you will receive an email containing an Activation Key, which will enable you to unlock your account. Your User ID will not change.Please note, you must reactivate your account within 21 days of receiving your Activation Key
The system will only reject your login details if some information is entered incorrectly. Unfortunately, our system won’t tell you what you are entering is incorrect. To find this out, contact our member services team and they will be able to provide assistance.
If the website doesn’t seem to be working correctly (for example, if the links/buttons are not working or the page seems to be displaying strangely), it maybe because you are not using the latest version of your internet browser. A browser is the software that gives you access to the internet (e.g Chrome, Firefox, Safari, Microsoft Internet Explorer).
We do recommend that you are on a Desktop PC when trying to use SRBS Online.
Unfortunately, there is currently no way of making a withdrawal from SRBS Online. We still require the passbook to move money out of The Stafford Railway Building Society. Our first phase of Banking Online is a viewing platform only.
However, you can use the messages section on SRBS Online to request the relevant forms to be sent to you through the email associated with your account. Our member services team will be able to advise you how to make a postal transaction request while we still operate as a viewing platform only.
You can send a message via SRBS Online informing the branch team that you wish to set notice on your account. We require the method of closure to be included on this message as well. After we have set the notice for you, you will receive a compliments slip to your home address informing you of the dates in which a withdrawal can be made. A week before your withdrawal period you can send your passbook in to us at:
Stafford Railway Building Society, 4 Market Square, Stafford, ST16 2JH
Once the first day of the notice period begins, we will complete the withdrawal/closure and return the book back to you in the post. Please note that if the value exceeds £75,000.00 and you have opted for the Faster Payment option, the transaction will be carried out over two days as £75,000 is the daily limit for our electronic transfers.
Yes – you can tell us your new address by sending us a secure message via Banking Online. This facility can be found in the menu on the left of your Homepage. To send us a message, click on ‘Messages’ and then ‘New’.
Yes – you can tell us your new phone number and email by sending us a secure message via Banking Online. This facility can be found in the menu on the left of your Homepage. To send us a message, click on ‘Messages’ and then ‘Compose’.
Depending on what account you hold with us will determine the reference you use as this is a requirement on any transactions so that we know where to allocate what funds. Without the reference number, the funds will be returned.
The details for paying in to your account will be as follows:
Stafford Railway Building society
Sort code: 40-05-30
Account number: 24575962
Reference: (Your SRBS Account Number)