How can we help?

Your eQ System Administrator can create a user profile for you and will order your smartcard & reader, they will also provide you with the details you need to log in.

If you require Authorisation rights or eQ System Administrator access, arrange for your user profile to be created and your smartcard and reader to be ordered. Then complete the eQ System Administrator / Payment authoriser form to arrange for these additional permissions to be added. Any existing user can access the forms from the FAQ section when logged into eQ.

Please refer to your eQ System Administrator who will be able to reset your password.

If you are an eQ System Administrator, please contact the eQ Helpdesk on:

Channel Islands and Isle of Man: 0845 800 7274.

Gibraltar: 00350 200 47781

If you're abroad, please call +44 1534 751900.

Lines are open Monday to Friday, 9am - 5pm (excluding UK Bank Holidays). Calls may be recorded.

• Enter your log in credentials on the eQ log in screen
• You will be presented with a pop-up ‘security’ box which displays a QR code
• Insert your smartcard into the reader; the camera on the reader will automatically switch on. If the reader has switched off, re-insert the smartcard into the reader to re-activate the camera
• Scan the on screen QR code using the camera on your reader. If you have trouble scanning the QR code, you can adjust the size using the radio buttons
• A log in confirmation message will appear on your reader, if you wish to proceed press 'OK'
• When prompted, enter the smartcard PIN into the reader and press ‘OK’. The PIN is required to authenticate the QR code log in request
• A response code will be generated and displayed on the reader. Enter the response code into the online form and select ‘Continue’ to log in 

To remove access for a user or authoriser

Your eQ System Administrator can delete a User or Authoriser profile

To remove access for an eQ System Administrator

Arrange for another eQ System Administrator to suspend the relevant profile and forward a request by e-mail, to the eQ helpdesk to arrange for the profile to be deleted.

For support, please contact the eQ Helpdesk using eqhelpdesk@rbsint.com.

If you suspect that you have been the victim of fraud or a scam, please contact your local Corporate Services Team as soon as possible. You may also want to advise your Relationship Director.

You can also contact our Fraud Team on 01534 282747 (from abroad +44 1534 282747).

Lines are open Monday to Friday, 9am - 5pm (excluding UK Bank Holidays). Calls may be recorded.

You can download, view and print the eQ terms. They are also located on the footer of each webpage within eQ.

Download eQ terms (PDF, 148 KB)

eQ is compatible with most popular browsers including Chrome, Internet Explorer 11, Firefox on Windows and Safari on Mac devices.

We offer an audio version of our card reader. To request one of these card readers, please contact the eQ Helpdesk using Web Chat.

Alternatively you can email the eQ Helpdesk at eqhelpdesk@rbsint.com.

The eQ Helpdesk is available Monday to Friday, 9am - 5pm (Excluding UK Bank holidays).

To login with an audio card reader:

• Enter your log in credential on the eQ login screen
• You will be presented with a pop-up ‘security’ box which displays a QR code
• Select the link at the bottom of this box that states  ‘I use a card reader that doesn’t have a camera’
• You are presented with a pop-up ‘I use a card reader that doesn’t have a camera’
• Inset your smartcard into your reader to switch it on
• Enter the code that is displayed on the screen into the reader and press ‘Enter’
• When Log in is confirmed press ‘Enter’ on your reader
• Enter your smartcard PIN into the reader and press ‘Enter’
• Enter the response code from the reader into the screen

To change the size of the Response code when displayed on the reader press ‘0’.  If you wish to see and hear an instruction again press the repeat button located at the bottom left of the reader.

If you have been inactive (not used your keyboard or mouse) for 5 minutes or more you will be automatically logged out. 

To gain access to eQ again you will need to log in to re-start your session.  Please note that any unsaved changes will be lost if you are automatically logged out.

This is an important security measure that reduces the chances of anyone obtaining access to eQ in the event you are away from your system.

This means that your eQ System Administrator has either:

• not assigned you access to any accounts or;
• has removed your access to all account sets

Please contact your eQ System Administrator to request access to account sets. The bank do not have the access to assign account sets, this is solely the responsibility of your eQ System Administrator.

Before contacting your eQ System Administrator, please check that your Caps Lock is not on as log in details are case sensitive. Otherwise, please contact your eQ System Administrator who can check the audit log to confirm the reason for the issue.

If you continue to experience problems or you are the eQ System Administrator please contact the eQ Helpdesk using Web Chat. Alternatively you can email the eQ Helpdesk at eqhelpdesk@rbsint.com.

The eQ Helpdesk is available Monday to Friday, 9am - 5pm (Excluding UK Bank holidays).

You can log in to eQ using the following URLs:

RBS International
eq.rbsinternational.com (opens in a new window)

NatWest International
eq.natewesteu.com (opens in a new window)

Isle of Man Bank
eq.iombank.com (opens in a new window)

Your log in details will determine which accounts you have access to.

Confirmation of Payee is a banking industry change aimed at improving online security and giving you greater confidence that you're sending your UK domestic payments to the intended recipient. It's an account name checking service that will help avoid UK domestic payments being misdirected due to errors or fraud. 

More about Confirmation of Payee

The following document contains the correspondent bank information for NatWest International. We regularly update this document, however, the contents are subject to change by us without notification.

• Correspondent banks for NatWest International (PDF, 76KB)

Although every effort is made to ensure that the information provided is constantly up to date, it is not possible to guarantee that this is the case, and we shall not be liable for any loss resulting from reliance upon this information.

All payments destined to India must include a Purpose code. These are regulatory requirements stipulated by the Central Bank of India.

• Purpose of Payment Codes - India (PDF, 194 KB)

All payments destined to the following countries must include Purpose of Payment (POP) Code and Beneficiary Country of Residence Codes:

• United Arab Emirates
  (includes UAE, Abu Dhabi, Dubai, Sharjah, Ajman, Fujairah, Ras Al Khaimah and Umm Al Quwain)
• The Kingdom of Bahrain

These are regulatory requirements stipulated by the Central Bank of the United Arab Emirates and the Central Bank of Bahrain.

• ISO Country Codes (opens in a new window)
• Purpose of Payment Codes - UAE (PDF, 235KB)
• Purpose of Payment Codes - Bahrain (PDF, 473KB)