Common questions

Yes, there is a Save button on the right-hand side, and also at the bottom of each page, so that you can come back to your application at any time. Remember to save data regularly to avoid losing data when eQ times out (5 minutes after no activity).

Yes we need an Industry Code for all entities, and this should reflect the business activity for the main entity.

No. You cannot edit an application once you’ve submitted it, as we will start to review your application as soon as it's received. If you need to amend any information please contact the Onboarding Team.

Yes. If you hover over the pencil icon on the right-hand side of your application, you will see a pop-up message saying 'View application'. Click on the pencil icon to view your application.

Yes. You can use the printer option on your browser to print your application. We recommend you do this in Chrome. You will need to click into each entity to print the details separately. Exporting an application is not currently available, however we will be looking to provide this functionality soon.

Yes, all applications for new accounts should be submitted through eQ. If you know that your application is high risk, you may wish to contact your Relationship Director before completing the whole application to understand if the account is within appetite. High Risk applications will require physical copies of certain documents to be sent to the Bank.

If we require further information from you to help process your application, we will email the email address you have provided.

Some questions have been amended to ask for anticipated values, allowing you to complete the form even when you don’t have certainty over some answers.

The 5-minute time out is an enhanced security feature and applies to all functionality within eQ. We recommend you save your application frequently to avoid losing any data you have entered. We have added a countdown timer in account opening to prompt you to save as you go.

Contact your Relationship Director who will arrange for you to be given access at customer level. Once this has been done, your system administrator will need to give access to specific users within your company.

Some of our customers have several connections, so we want to make sure that we set up the account opening functionality on the correct connection.

Try using Google Chrome instead of Internet Explorer.  If you need to use Internet Explorer, we suggest clearing the website cookies first. If you still cannot gain access, please call the eQ Helpdesk.

Yes you can. When completing the eQ online banking section of your application, ensure you select the ‘operate’ option on only one connection. For all others, select the ‘view only’ option.

Yes you can as long as the application has been created within the same eQ connection. You can assign the application to yourself by clicking on your colleagues name, selecting your name from the drop-down, and clicking on the save icon.

You can assign the application to someone else by clicking on the username, selecting a different username from the drop down, and clicking on the save icon.

You can use more than one eQ connection (as long as they have all had the eQ Account Opening functionality enabled). Please note that you will lose the benefit of being able to share Key Principal data if you use more than one connection.

You can specify which connection you want in the eQ section at the bottom of the first page. This does not necessarily need to be the eQ connection you are currently using. Please note that you can only have one connection with 'operate' functionality. All others will need to have 'view' functionality.

Customers cannot currently see the audit trail, but bank colleagues can see a full audit trail including who has added or amended data on the application, so if you need this information, please call the Onboarding Team. We have added this requirement to our Product Backlog for a future release.

We are not loading data from previous smart form/paper applications into eQ, but as soon as you start building up your applications in eQ Account Opening, you will be able to start using the data from existing Key Principals. Note that data sharing cannot occur across different connections.

Contact the Onboarding Team and they will be able to move the Key Principal to the correct place within the structure. You are able to delete the Key Principal from your structure and re-enter it into the right place, but you are not currently able to move it. (This is functionality we are looking to provide in the future)

No, there is no limit to the number of KPs you can add. Please note that you must add all layers of ownership on your application.

Your platform will initially be empty when you first log in, but you will soon begin to build up a database of Key Principals that you will be able to reuse on future applications.

We suggest that you create a “dummy” application that you never actually submit. You can add as many key principals to this so that the data and documents are available for any future applications.

This could be because of your company’s network settings not allowing you to upload documents outside of your internal network. We would suggest you contact your internal helpdesk first to understand if this is the case. If not, please contact your Client Engagement Manager or your Onboarding Team.

Contact your Onboarding Team who will arrange for the document to be deleted for you.

These are shown with a 'warning' triangle on the Documents tab. When you click on the 'Submit' button, you will be shown a message listing any incomplete data items or any mandatory documents not yet uploaded.

It is acceptable for non-verification documents to be provided in PDF form. This guidance is subject to change as our ways of working continue to evolve due to coronavirus (Covid-19).

You only need to send original documents to the Bank if your application has been assessed as high risk, or if the application is not based on a reliance relationship.

This is the equivalent of the last two pages of the old application form: a template can be downloaded from within eQ. Please complete the template ensuring two signatories have signed, then upload the completed document to eQ account opening. This document is being renamed 'Agreement Page' to avoid any further confusion.

Not currently however we will be looking to provide this functionality in the future. All applications require approval via the signatory document/Agreement page that can be found in the documents tab.

Submitted applications go straight to the bank. Approval for the application is currently in the form of the signatory document/Agreement page which is a mandatory document. We are looking to improve this approval process in the near future.

Foundations are not a regular entity type we typically bank, and so we have not yet built this into the system. This is something we are looking to add in the future.

eQ account opening can be used for Limited Companies and Trusts, as well as Funds and Funds related entities. We don’t have Foundations available as yet however we will be looking to include this account type in future development.