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eQ Support Centre

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eQ help & support

Find help with logging in, managing access, making payments, using eQ Mobile and more.

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Manage your eQ service Open in new window

eQ Mobile help Open in new window

Payments help Open in new window

Common questions Open in new window

eQ Terms Open in new window

Get support with eQ Open in new window

Need help logging in?

You can log in to eQ using eQ Mobile or your smartcard and reader. Choose the option that works for you to find setup, login and troubleshooting guidance.

Having trouble accessing eQ?

If you’ve forgotten your password or can’t access the accounts you need, speak to your eQ System Administrator first. They can check your user profile, password, account sets and permissions.

If you’re a System Administrator or still need help, select Chat now on the left-hand side of the eQ login screen.

If you’d prefer, email us at omnichannel@rbsint.com.

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

Information Message

eQ Mobile app is available to eQ online banking customers using a compatible Apple or Android device.

How to log in with eQ Mobile Open in new window

Using your eQ smartcard and reader to log in Open in new window

Make changes to your eQ service

We can help you make changes to your eQ service and find the right forms and guidance for what you need to do:

appointing or changing eQ System Administrators and payment authorisers
updating your eQ customer details
linking accounts to eQ
setting up external account reporting
setting up SWIFT balance and transaction reporting.

We'll explain what's needed and guide you through the process.

Manage your eQ service Open in new window

eQ Mobile help

Having trouble with eQ Mobile? You can find help with common issues, including:

changing or replacing your mobile device
resetting your keycode
changes to your biometrics
problems with login requests
issues accessing the app.

For help setting up eQ Mobile or using it to log in to eQ, visit our eQ Mobile page.

Get help with eQ Mobile Open in new window

Payments help

Find guidance to help you make and receive payments through eQ, including information about specific payment types and destinations.

If you need help with a payment, select Chat now on the left-hand side of the eQ login screen.

If you’d prefer, email us at omnichannel@rbsint.com.

What is Confirmation of Payee?

Confirmation of Payee helps check that the account name matches the account details you've entered before you send a UK domestic payment.

It helps reduce the risk of payments being sent to the wrong account due to mistakes or fraud.

More about Confirmation of Payee

Where can I find correspondent bank details?

You can find our latest correspondent bank details for international and non-sterling payments in the document below:

Correspondent banks for NatWest International (PDF, 76 KB)

We regularly update this document, but the information may change without notice. While we make every effort to keep it up to date, we can't guarantee its accuracy and won't be liable for any loss resulting from reliance on this information.

What information do I need for payments to India?

Payments to India must include a Purpose of Payment code.

This is a regulatory requirement set by the Central Bank of India.

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

What information do I need for payments to the UAE or Bahrain?

Payments to the United Arab Emirates (UAE) and Bahrain must include a Purpose of Payment (POP) code and a Beneficiary Country of Residence code.

These are regulatory requirements set by the relevant central banks.

Purpose of Payment codes

Use the appropriate Purpose of Payment code to describe the reason for the payment.

Purpose of Payment Codes - UAE (PDF, 235 KB)

Purpose of Payment Codes - Bahrain (PDF, 473 KB)

Beneficiary Country of Residence codes

Use the relevant ISO country code for the beneficiary's country of residence.

ISO Country Codes

Information Message

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

Get support with eQ Open in new window

Common questions

How do I get access to eQ?

Your eQ System Administrator can create your user profile, order your smartcard and card reader, and provide the details you'll need to log in.

If you need Payment Authoriser or eQ System Administrator access:

Ask your eQ System Administrator to set up your access.
Complete the eQ System Administrator / Payment Authoriser form to request the additional permissions.

You can access these forms once you're logged in to eQ.

How do I reset my password?

If you've forgotten your password, please contact your eQ System Administrator, who can reset it for you.

If you're an eQ System Administrator, call us on:

01534 751900

From abroad: +44 1534 751900

If you need further help, use the Chat now option on the left-hand side of the eQ login screen.

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

How do I log in with a new smartcard and card reader?

Once you've received your new smartcard and card reader, follow these steps to log in:

Enter your login credentials on the eQ login screen.
A Security window will appear, displaying a QR code.
Insert your smartcard into the card reader. The camera will switch on automatically. If the card reader switches off, remove and reinsert your smartcard to reactivate it.
Scan the QR code using the card reader. If you're having trouble scanning it, you can adjust the QR code size using the radio buttons.
A login confirmation message will appear on the card reader. Press OK to continue.
When prompted, enter your smartcard PIN and press OK.
A response code will be displayed on the card reader. Enter the code on screen and select Continue to log in.

How do I get and use an audio card reader?

To request an audio card reader, contact us using Chat now on the left-hand side of the eQ login screen.

If you’d prefer, email us at omnichannel@rbsint.com.

Using your audio card reader

Once you've received your audio card reader, follow these steps to log in to eQ:

Enter your log in details on the eQ log in screen.
When the Security pop-up appears, select I use a card reader that doesn't have a camera.
Insert your smartcard into the reader to switch it on.
Enter the code displayed on screen into the reader and press Enter.
When prompted to confirm the log in request, press Enter on the reader.
Enter your smartcard PIN and press Enter.
Enter the response code shown on the reader into the login screen.

Helpful tips

Press 0 on the card reader to adjust the size of the response code.
Press the Repeat button on the reader to hear the instructions again.

How do I remove a user's access to eQ?

To remove access for a user or authoriser, your eQ System Administrator can delete their profile.

To remove access for an eQ System Administrator, another eQ System Administrator must suspend the profile and email omnichannel@rbsint.com to request that it is deleted.

If you need support, use Chat now on the left-hand side of the eQ login screen.

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

Service status and planned maintenance

We carry out planned maintenance on the second Saturday of every month, between 5pm and 9pm UK time, to help keep eQ running securely and reliably.

Upcoming planned maintenance:

Saturday, 14th November 2026.
Saturday, 12th December 2026.
Saturday, 9th January 2027.

If we need to carry out maintenance at another time, we’ll let you know in the Communications area within eQ.

eQ terms

View the terms that apply when you use eQ.

eQ Terms (PDF, 164 KB)

Non-Personal Terms (PDF, 256 KB)

Get support with eQ

If you need help using eQ, we're here to help.

Select Chat now on the left-hand side of the eQ login screen to speak to our support team. You don't need to log in to start a chat.

If you’d prefer, email us at omnichannel@rbsint.com.

Information Message

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

Start a chat with us Open in new window