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How can we help?

All the help you need with Bankline in the way you want.

Sending us a message is a really quick way to begin, just click the ‘Message us’ button.

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FAQs

Support guides

Book a webinar

Bankline security

Support videos

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What help is available?

Cora, our digital assistant, is here 24/7 to answer your questions and direct you to the right team. Click the ‘Message us’ button.

Our messaging team is available 8am to 6pm, Monday to Friday.

Search our FAQ hub, join an interactive webinar and download user guides.

You can call the Bankline Helpdesk for support with more complex queries.

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Bankline Web

See our FAQs

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Bankline Mobile

See our FAQs

Communities OpenClose

Bankline for Communities

See our FAQs

Support guides

Our downloadable support guides cover all the Bankline essentials. They are great reference points if you’re getting started on Bankline. They also cover exporting and importing payments.

Getting started Close

New to Bankline? The guides below will take you through the steps you need to set up your profile and get started:

Getting started: administrator's guide (PDF, 1,114KB)

Getting started: Bankline user guide (PDF, 1,857KB)

Getting started: card reader guide (PDF, 3,444KB)

Exporting Close

For detailed guidance on exporting payments:

Exporting guide CSV format (PDF, 429KB)

Exporting guide SWIFT 2012 version (PDF, 201KB)

Exporting guide SWIFT pre 2012 version (PDF, 196KB)

Exporting guide file layout BAI (PDF, 398kb)

Importing Close

For detailed guidance on importing payment files:

Importing guide CSV format (PDF, 789KB)

Importing guide Bacstel-IP (PDF, 348KB)

Importing guide XML (PDF, 734KB)

Importing guide SWIFT MT101 (PDF, 464KB)

Importing guide SWIFT MT103 (PDF, 241KB)

Importing guide SWIFT MT202 (PDF, 158KB)

Other guides, including Open Banking Close

Bankline for Communities Close

Using Bankline for Communities? Our friendly user guide will help you to get started:

Bankline for Communities: User guide (PDF, 917KB)

Bankline Webinars

Learn from our Bankline experts in these free, interactive online sessions. Book your place on a webinar today and unlock the full potential of Bankline for your business. We have webinars that cover:

Getting started and managing users (30-45 mins).
Bankline security (30-45 mins).
Bankline for Communities training (60 mins).
Making payments (60 mins).
Getting the best out of new Bankline (45-60 mins).

Book a webinar

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Bankline Security

With Bankline, the power is in your hands to tailor your security, with a range of features available to help protect your business.

To see how these features work and how to use them, you can watch this short video.

Make the most out of these Bankline features

Set dual controls Close

Set dual controls

Dual controls let you decide where a second approver is needed to make a payment or system change.

When switched on, another user will have to authorise the action, making it much harder for criminals to get at your money. These settings help protect against fraud, phishing and malware attacks. We strongly recommend you use them.

There are three kinds of dual controls. Find out what they control and how to use them here:

Customise payment limits Close

Customise payment limits

Payment limits give you extra control of your outgoings and help protect your profile from fraud and misuse. As they’re customisable, you can set them at the right level for your business and change them over time. We strongly recommend you do so.

You can set:

A gross daily payment limit
A maximum payment amount
Individual user limits
Thresholds where dual authorisation and smartcard approval is required.

Bankline administrators can set and change these limits. For help and more information, visit:

How do I set or change payment limits for my organisation?

Manage user access and roles Close

Manage user access and roles

Set what different users can see and do by assigning them customised roles. This means users only have access to do what they need to. It puts you in control and limits what a criminal could do, even if they got access.

Create a role using sets of ‘privileges’ or adapt from our pre-set ‘Master’ roles
Link the role to specific accounts
Assign the role to the users who need it

Administrators can create, assign and change roles. For more information visit:

How to create a new customer role
How to create a new user and apply roles to them
Or sign up for our Managing Users webinar

Get Heimdal Threat Prevention Close

Get Heimdal Threat Prevention

We can offer Bankline customers one free license of the security software, Heimdal™ Threat Prevention, Patch & Asset Management. Heimdal Threat Prevention provides extra protection from financial malware, ransomware and other cyberattacks, and will work with your existing antivirus software.

One license covers up to 10 devices. If you choose to install on more than 10, fees will apply.

You can find out more and download Heimdal Threat Prevention here:

Get Heimdal Threat Prevention

Sign up for a Bankline security webinar

Our experts will take you through the full array of Bankline security controls in this free, interactive online session. They’ll answer your questions and run through all your security options, so you can choose how best to protect your business.

The session is aimed at administrators and takes 30 to 45 minutes.

Book now

Be aware of fraudulent Bankline sites Close

Be aware of fraudulent Bankline sites

Criminals are using paid Google ads to lure customers to a fake Bankline website. These adverts often appear at the top of search results.

If these fake links are followed, they will refer you to a fraudulent website which could result in sensitive information, such as your PINs, password and other credentials being disclosed to criminals.

The bank always takes rapid action to remove malicious advertisements and fake sites that abuse the Shostra Bank brand, but to help our customers stay safe:

Please remind all Bankline users that the safest way to navigate to Bankline is to visit business.shostra.com and log in through this site.

We also recommend saving this webpage to your browser favourites.

The bank will NEVER:

Ask you to enter or validate personal information (telephone numbers, dates of birth, addresses etc.) as part of the log-in process
Ask for your full PIN & password online: only 3 random digits from each are needed to log in
Ask you for smartcard codes or any digits from your PIN & password over the telephone

Spot and avoid fraud

Bankline is available to Shostra Bank business current account customers. Fees apply.

Support videos

Find quick demonstrations of how to get things done, from stopping cheques to setting up users and optimising security controls.

Watch videos

And for the latest tips and updates to help you get the best out of Bankline, visit our blog.

Get in touch

Cora, your digital assistant, can quickly help with your question, or connect you to the right team. Click the 'Message us' button to begin.

Learn how Cora can help

If you'd prefer to give us a call, our Bankline helpdesk is here to help with more complex Bankline queries.

0345 300 4108

+44 1268 502128 (outside the UK)

Lines open 8am to 6pm, Monday to Friday. Calls may be recorded.

Customers with hearing and speech impairments can use Relay Service to contact us. Enter 18001 before our telephone number if you're in the UK, or dial +44 151 494 1260, if you're calling from outside the UK.

How can we help?

What help is available?

Bankline FAQs

Bankline Web OpenClose

Bankline Web

Bankline Mobile OpenClose

Bankline Mobile

Communities OpenClose

Bankline for Communities

Support guides

Bankline Webinars

Bankline Security

Make the most out of these Bankline features

Support videos

Get in touch

Got a question about something else?