Saga Online Top 5 Tracker Account

Frequently Asked Questions

Opening an Account

Applying

About the account

How do I open a Saga Online Top 5 Tracker Account?
  1. Go to the Saga website: saga.co.uk/onlinesavings
  2. Read all relevant information, including the Terms and Conditions
  3. Click on the ‘Apply’ button if you wish to open an account
  4. Follow the instructions on the screen. If you need any further advice please contact the Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm Monday–Saturday

Please ensure you read the Terms & Conditions of the account before applying.

When I set up a linked account, I get shown the wrong address for my bank

We show the bank address for your clearing bank. This may not be your local bank address, it may be your bank's regional or head office address. Providing you entered the sort code and account number correctly, your linked account will be set up correctly.

Why do I have to produce identification documents to open an account?

All financial institutions are now required by law to confirm the identity and address of customers when a new account is opened. This means that if we are unable to verify this information using electronic verification we may have to see some paper based form of identification and proof of address.

How do I activate my account?

If you are a new Online Savings customer when your Saga Online Top 5 Tracker Account is opened, we will send you an Access Token by e-mail and a Username by post. Once you have received both of these pieces of information, you will be able to activate your account and set up security online. Instructions for activating your account are included in the email containing your access token.

If you're an existing Online Savings customer and have activated one of your online accounts, your new account will automatically be activated on completion of your application.

I have applied online but I have not received an access token or a Username

Access Token

If you are a new Online Savings customer and your access token has not arrived, but you have received your Username letter, your email program may have placed the email we sent you into a different folder. Some email programmes may have thought it was ‘spam’ or ‘junk’ email and placed the email in these folders instead of your inbox.

You might have spelt your email address wrong when you applied for the account; when speaking to our Online Savings Team on the above number, confirm how you have spelt the email address, and they will check that it is correct.

If you still do not receive the access token within 4 hours of it being sent, you may need to speak to your Internet Service Provider to see why they are having problems delivering the email to you. In this case, we would suggest that you set up and use a free email account (such as yahoo.co.uk or hotmail.com) as we know tokens can be received via those email addresses, while your Internet Service Provider investigates the problem. We are unable to provide you with advice on how to do this – please check the relevant websites for instructions.

If you are an existing Online Savings customer your new account will automatically be activated on completion of your application.

Username

If you are a new Online Savings customer you will receive your Username via a letter sent through the post to the address you gave us in your application.

Can I apply for an Online Savings Account by phone?

Saga Online Top 5 Tracker Accounts can only be opened via the Internet and all transactions must be made online. If you have any problems with your application our Online Savings Team will be happy to help you by calling 0845 603 2274*. Lines are open 8am–8pm Monday–Saturday

Can I register from outside the UK?

In order to complete the online registration, you must be a UK resident. If you complete the online registration process whilst residing in the UK, you may be able to use our online service from abroad to purely view your account, providing no transactions are made, and dependent on the local banking laws.

Can I use my Online Savings Account as a business account?

Saga Online Top 5 Tracker Accounts are for personal use only. You can only transfer money to and from one linked bank account. It is therefore not suitable as a business account.

Does the account have to be in my sole name?

Saga Online Top 5 Tracker Accounts can only be opened in a sole name. We do however offer a competitive range of non–internet savings accounts for joint account holders. Please contact our Savings Team on 0845 850 0664* for further information, or refer to our website at saga.co.uk/moneyshop.

Can I hold more than one Saga Online Top 5 Tracker Account?

Yes, you can hold as many Saga Online Top 5 Tracker Accounts as you wish.

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Using Your Account

Transactions

Printing & Statements

Changing your Details

Security, Passwords and Resets:

How do I make payments to and from my account?

Once you have logged into your account you can choose either option, and the instructions will be provided.

  • Choose Make a withdrawal if you wish to withdraw from your online account. You will be prevented from transacting if insufficient cleared funds are available. (You need to ensure any recent payments have reached their four banking days clearance before you can withdraw them from your account.)
  • Choose Make a deposit to deposit to your Saga Online Top 5 Tracker Account .
How can I see what transactions I have pending?

Once you have logged into your account, choose List pending transactions. The list will show all pending transactions due to take place on your account.

I ordered a transaction and it did not happen – why?

  1. If you requested to Make a withdrawal, it may not have happened for one of the following reasons:
    • Your account did not have sufficient cleared funds at the time the request was made. Please refer to the available funds field.
    • You requested your transaction after 3pm, in which case this will not be shown on your account until after 3pm on the next bank working day.
    If none of the above scenarios apply, please call the Online Savings Team on 0845 603  2274* for assistance. Lines are open 8am–8pm Monday–Saturday.
  2. If you have requested to Make a deposit, it may not have happened for one of the following reasons:
    • It is not yet the date you requested the deposit to take place.
    • The bank details are incorrect. If so, you will need to amend details on your linked account (follow guidelines marked Your linked account) and make a new request for the transfer, ensuring you first allow the 14 day set up period to elapse.
    • The bank you have nominated as your linked account does not accept Direct Debits.
    There are insufficient cleared funds in your linked account.

If these scenarios do not answer your query, you will need to contact your linked bank directly to resolve this matter.

What is your sort code and account number?

If your bank allows you to make an electronic transfer from your bank, or arrange a standing order, you may be able to send money to your Saga Online Top 5 Tracker Account by using the following details:

Account Name: Saga
Sort Code: 20–97–78
Account: 70372609
Reference: Your Saga Online Top 5 Tracker Account number

Please note that if you are not given the opportunity to enter a reference number, do not use this method to send us money as it will not be applied to your account. Please note that this type of payment will reach your account within 4 banking days. Saga will not charge you for using this service.

What if your service is temporarily unavailable and I need to make an urgent transfer, can I transact by telephone?

Yes, as long as you can satisfy security questions by telephone. Please call the Saga Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm Monday–Saturday.

Can I have cheques drawn from my Online Savings Account?

We do not offer this facility on this type of account.

How many transactions can I view online?

A mini statement will show you the last 10 transactions. A full statement will show you all the transactions on your account.

I have transferred an amount to my linked account, but wish to reverse it. What shall I do?

You cannot reverse the payment once confirmed. However, once the funds have arrived at your linked account you can follow the procedure to Make a deposit to deposit the funds back to your internet account.

This process is subject to the usual timescales of 4 banking days per transaction.

Can I print out a statement from my account?

Yes, as long as you have the latest version of Adobe Acrobat. You can download the most recent version of Adobe Acrobat Reader from www.adobe.com.

I am having problems printing

You should not click the PRINT button on your browser to print the page; we have provided a correctly printed statement in an easy to view format. To print this, press the print button that is located on the Online Savings screen. It is shown on the Mini Statement and Full Statement pages.

When you press the print button, a new window will open as an Adobe PDF file which will show a copy of your statement.

If the window does not open, please see if you have a pop–up blocker installed. You can sometimes temporarily override a pop–up blocker by holding the CTRL key when you click on a link. Unfortunately, we are unable to provide help with how to use a pop–up blocker, but if you identify you have one installed, and this is stopping you viewing your statement, please contact the programme's maker.

If you receive an error message saying ‘the file is damaged’, or a dialogue box that states that there is a problem, or the pop up window stays white, then you may be experiencing a problem with the software installed on your computer. Please check that you have the most recent version of Adobe Acrobat Reader by visiting www.adobe.com.

Can I change my Username?

The Username we provide you with is unique and for this reason you are not allowed to change it. You are however allowed to change your password at any time.

Can I amend my address/e–mail address by telephone?

You can register these changes by telephone providing you are able to answer your security questions. To do this please contact our Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm Monday–Saturday.

I have changed my name, what do I need to do?

If you have changed your name, please send us written notification and include either the original marriage certificate or change of name deed, or copies of these documents certified by a solicitor. We will return these documents to you together with confirmation of change within 5 banking days. In your letter, please provide an example of your old signature and your new signature.

Our address is: Saga Online Savings Team, P.O. Box 2264, Wobaston Road, Pendeford Business Park , Wolverhampton, WV9 5HZ.

I have forgotten my Password/User Name

To re–establish your security please contact the Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm, Monday–Saturday. Security cannot be reset online.

What should my password consist of?

Your password must be a mixture of letters and numbers. The numbers cannot be the first and or last characters of your password.

What security questions did I answer when I set up security?

You answered the following security questions during the online registration process:

  • Memorable name
  • Memorable book/film
  • Memorable place
  • Memorable date
  • Password

If you wish to reset any of these details please call the Saga Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm Monday–Saturday.

Is it possible for anyone to log–on using my password?

For someone to log–on as you, they would need to know your Username, password and one other piece of memorable information. Always keep your password secret, never write it down or save it on your computer. If you think someone else knows your password, you must change it online immediately and inform the Saga Online Savings Team on 0845 603 2274*. Lines are open 8am–8pm Monday–Saturday.

I am trying to set up security but the system keeps making me re–enter the information?

Please ensure you are entering the information exactly as requested.

  • The memorable date must be in the format of the example given
  • The memorable place cannot include any numbers
  • The password must be a mix of letters and numbers – the numbers cannot be at the start or the end
  • Your memorable book or film cannot be more than 10 characters.
The system will not accept my new password?

Your new password must be a combination of both letters and numbers. The numbers must appear throughout the password rather than at the start or the finish. It must also be a minimum of six characters, and be different from your Username.

If the password you have tried to set up satisfies these requirements and the problem persists, please contact the Saga Online Savings team on 0845 603 2274* for assistance. Lines are open 8am–8pm Monday–Saturday

Why has my access to your online service been locked out?

Your access to our online service may be suspended if you have exceeded the number of available attempts to correctly enter your security details. Please call the Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm, Monday–Saturday.

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Other Issues

Fraud prevention

Interest

Contacting us

Am I protected against fraud if someone accesses my account over the Internet?

You will not be liable if your account is operated fraudulently as long as you have not acted fraudulently or with gross negligence. It is imperative that you keep your password, identity information and additional security information secret, failure to do so may be considered grossly negligent. If at anytime you think the security of your account has been compromised, perhaps because someone may know your password, please contact the Saga Online Savings Team on 0845 603 2274* immediately. Lines are open 8am–8pm, Monday–Saturday.

I am suspicious about a transaction on my account – what should I do?

If you are ever concerned about any suspicious activity on your account, you must contact us as soon as possible. Please call the Saga Online Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm, Monday–Saturday.

How will I be informed when the interest rate changes?

The interest rate on your Saga Online Top 5 Tracker Account is guaranteed to be no more than 0.25% AER below the previous monthly average of the top 5 best buy variable rate Internet accounts (as quoted by moneyfacts). The rate of your account will change accordingly on the first banking day of each month. Rates will be available to view on this website 3 banking days after the rates have changed.

Can I email enquiries to you?

We are happy to receive and respond to e–mail queries. However, as e–mail is not absolutely secure, we will not be able to include any information specific to your account. This will need to be sent to you in writing.

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Technical help

Requirements and Settings

Computer/Internet Problems

Account Problems

What type of computer and software do I need to use?

We know that the Saga Online Top 5 Tracker Account works on the following platforms:

  • A PC running Windows 98, 2000 or XP; using Internet Explorer 5 or later
  • An Apple Macintosh running OS X 10.2 and later; using Safari 2 or later, or Firefox 1 or later
    (Please note that Internet Explorer for Mac is no longer available from Microsoft. Although it can be used, it does not correctly display the style sheet inside the account, and makes it difficult to operate.)

We recommend that if you are having difficulties, you check first with the browser provider's website, to see if a more recent version is available.

To print your statements, you will need to use Adobe Acrobat reader, which is available from Adobe's website (www.adobe.com).

If you need assistance in upgrading your computer or software, you should refer to the manual supplied with your computer, or contact an IT professional, as we are unable to provide support in these matters.

What settings do I need?

Most PCs are set up correctly to use the Saga Online Top 5 Tracker Account. However, there are some settings that prevent access. We have got the recommended settings for using our account below.

Internet Explorer 4/5: Checking your Security and Privacy Level

  • Load Internet Explorer, then click on Tools which appears on the menu bar at the top of the screen, then select Internet Options.
  • Click on the Security tab. Click on Internet Zone and then click Custom Level. Look for Allow cookies that are stored on your computer, and then select Enable. Look for Accept per session cookies and select Enable.
  • Click OK to save the settings, then shut Internet Explorer down.

Internet Explorer 6: Checking your Security and Privacy Level

  • Load Internet Explorer, then click on Tools which appears on the menu bar at the top of the screen, then select Internet Options.
  • Click on the Security tab, then click Internet Zone, and click Default Level. Then, move the ‘slider’ to Medium Level.
  • Click on the Privacy tab, and click Default Level. Then, move the ‘slider’ to Medium Level.
  • Click OK to save the settings, then shut Internet Explorer down.

Internet Explorer : Disabling Content Advisor

The Content Advisor in Internet Explorer may stop you being able to register and move around the online system. You must disable it when using the Internet Savings Account.

  • Load Internet Explorer, then click on Tools which appears on the menu bar at the top of the screen, then select Internet Options.
  • Click on the Content tab, and check what is listed at the top of this tab.
  • If it shows Disable and Settings:
    • You should click Disable, and enter the password you selected when you turned this option on. If you can't remember the password, or didn't set it, we cannot assist with this. You will be unable to disable the Content Advisor.
    • The buttons will change to Enable and Settings.
    • You can then click on OK, and then close Internet Explorer.
  • If it shows Enable and Settings:
    • You do not need to change anything; this is the correct setting to access our Internet Easy Access account.

If you rely on Content Advisor to restrict access to unrated websites on your PC, you should re–enable it after using the account.

If you are experiencing problems that relate specifically to the operation or setup of your Internet software, please refer your queries to your Internet service provider.

I get the message "Insufficient Encryption: This document requires a larger secret key size" when I try to register or log in

If you are using a version of Internet Explorer or Netscape Navigator that does not support secure sites, you will receive this message. You will need to upgrade to the latest version of your preferred browser, and be sure that it installs support for 128bit security; the manufacturer's website will tell you this.

When I try and log in, I receive the message "Security Alert: The security certificate has expired or is not yet valid"

If you are using an old version of a browser, this message may appear suggesting that our sites security certificate is not valid. This is not true. Changes to the technology used by Verisign, the issuer of our security certificate, mean that older versions of some browsers are unable to read updated certificates.

If you are getting this alert then we suggest you update your browser.

I've received an email from Saga, but parts of it are missing, or pictures are replaced with an X

We make our emails easier to identify by branding them with our logo, and having some of the headers appear as pictures. Many email programs block pictures by default, to protect you from malicious content.

If you are using Outlook 2003, you can read this article: http://office.microsoft.com/en-gb/assistance/HP010440221033.aspx

If you're using Outlook Express, you can read this article: http://support.microsoft.com/kb/843018

Please refer to your email program instructions for further information if you are still unsure how to view the content of the email.

I am using AOL and having trouble viewing my account or registering

This may sometimes happen if you are using the ‘in built’ browser in AOL – when you log in for the first time, AOL shows you a screen that you can type a web address into. What you need to do is connect to AOL, minimise the program, then launch the Internet Explorer or Netscape program already on your PC.

If you are experiencing problems that relate specifically to the operation or setup of your Internet software, please refer your queries to your Internet Service Provider.

I keep on being sent to the login page, or I get messages about being logged out

This is because your browser settings are not correct. You may have some items switched on that prevent you accessing the Saga Online Top 5 Tracker Account. Please read the question under ‘What settings do I need?’

If you are experiencing problems that relate specifically to the operation or setup of your Internet software, please refer your queries to your Internet Service Provider.

I can access the website but I am having trouble signing–in, what should I do?

Please check that you have entered your security details exactly as requested. If you are still experiencing difficulties, please call the Internet Savings Team on 0845 603 2274* for assistance. Lines are open 8am–8pm, Monday–Saturday.

I cannot print my statements/I get a message saying "File Is Damaged"

You should not click the PRINT button on your browser to print the page; we have provided a correctly printed statement in an easy to view format. To print this, press the print button that is located on the Internet Savings screen. It is shown on the Mini Statement and Full Statement pages.

When you press the print button, a new window opens, and an Adobe PDF file is opened, which contains a copy of your statement.

If the window does not open, please see if you have a pop–up–blocker installed. You can sometimes temporarily override a pop–up–blocker by holding the CTRL key when you click on a link. Unfortunately, we are unable to provide help with how to use a pop–up–blocker, but if you identify you have one installed, and this is stopping you viewing your statement, please contact the program's maker.

If you receive an error message saying ‘the file is damaged’ or a dialog box that states that there is a problem, or the pop up window stays white, then you may be experiencing a problem with the software installed on your computer. Please check that you have the most recent version of Adobe Acrobat Reader by visiting their website (www.adobe.com).

I cannot get it to accept my password or security details when activating my account

When you are trying to activate your account, you must make sure that you follow these rules:

  • The password must be a mix of letters and numbers – the numbers cannot be at the start or the end.
  • The memorable date must be in the format of the example given. 2 figures for the day, 2 figures for the month, and 4 figures for the year, separated by the hyphen character which looks like this –
  • The memorable place cannot include any numbers or punctuation
  • Your memorable book or film cannot be more than 10 characters.
What happens if I shut down whilst still connected

If you lose your Internet connection whilst viewing or using your account, or registering or activating your application, providing you do not close down your Internet browser you should be re–connected to the page you were viewing before you lost your connection.

The account is programmed to close itself down after a certain period of inactivity – i.e. if you do not use any of the product functions, or enter any data. If you do not regain your Internet connection within this period you will need to re–enter your security details if you are an existing customer, or re–commence the registration and activation processes if you are a new customer. In the latter case all data so far entered will be lost.

If your Internet browser is shut down (i.e. because of a computer crash), you will need to re–enter your security details if you are an existing customer, or recommence the registration and activation processes if you are a new customer. In the latter case all data so far entered will be lost.

If you loose your connection whilst using the funds transfer function, and are uncertain as to whether your instruction was completed, please log–in to your account at a later time and check as to whether the transaction has appeared on your account details.

I have logged on correctly but am unable to view a list of my accounts

You need to telephone our Saga Online Savings Team on 0845 603 2274*. Lines are open 8am–8pm, Monday–Saturday

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Tax

Tax

Information regarding Tax

If you are a taxpayer, Saga automatically takes care of the lower rate tax liability for you. If you are liable to pay tax at a higher rate, you may have further tax to pay. H.M. Revenue and Customs requires that, on your annual tax return, you declare all interest you receive.

Income tax paid by Saga can be reclaimed by non–tax payers. Please contact our Savings Team if you wish your interest to be paid gross.

Tax certificates

If you need a tax certificate for the present or past tax years, you can get one by writing to the Savings and Investments Team at our Corporate Centre:

Saga Savings Team
PO Box 2264
Wobaston Road
Wolverhampton WV9 5HZ

Non–taxpayers

If you think that you may not have to pay income tax, for instance if you are retired, you should read the Inland Revenue leaflet IR110. You can get one from your local tax office and some Post Offices. If you do not have to pay tax on your Savings then please contact our Savings and Investments team.

Back dated tax

If you have paid tax on your savings that you should not have, you have five years from 31 January after the end of the tax year for which you are claiming back tax to make your claim. For example, if you paid more tax then you needed to for the tax year 2001–2002, you have until 31 January 2008 to claim your tax back

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