U Online Internet Banking Frequently Asked Questions

Welcome to U Online, your safe, quick, and easy interactive portal to your funds at the Unit Trust Corporation.

With U Online you now have freedom, control and convenience to perform your day-to-day transactions at any location you choose anywhere in the world!

Best of all, you can manage your time and money with just the click of your mouse because its available 24 hours a day, 7 days a week, 365 days a year!

We have included a few questions and answers below that will help you better understand our service. Please select from the menu, or scroll down through the questions.

N.B. To print this document please click on the appropriate titles to expand the points you wish to view and then click the printer icon provided to the top-right of this document.

1. ACCOUNT INQUIRY HELP

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 1.1 I cannot see all my accounts. Some of my accounts are missing

    2. You may have more than one UTCID, please contact us via 'My UTC Mail'.

    You may have more than 10 accounts, please click the >> button at the bottom of the page to scroll through the rest of your accounts.

  2. 1.2 My balance is incorrect on my account

    3. You may have uncleared items on your account, please view your transaction history and your 'holding balance'

  3. 1.3 What is 'holding balance'

    4. Holding balance displays your total cash holdings in an account. This includes collaterals, deposits that have not yet been cleared, or debit card transactions that have not yet been settled.

  4. 1.4 What is 'available balance'

    5. our available balance is the current cash at your immediate disposal. The difference between your holding balance and your available balance represents collaterals, deposits that have not yet been cleared, or debit card transactions that have not yet been settled

  5. 1.5 When I perform a history on my account, some of my transactions are missing.

    6. Transactions may not be present that have not yet been settled by the merchant at which the transaction originated.

  6. 1.6 The NickName is incorrect on my account.

    7. You can change the nickname on your account at anytime.

    Go to 'Settings' > Profile. Select the account which you wish to nick name and enter the nickname of your choice. Click 'update A/c info' to complete the change.

2. TRANSACTIONS HELP

Seems like you’re having trouble with performing a transfer, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 2.1 I cannot select an account to perform a transfer.

    2. You may be attempting to transfer from a joint account. These types of accounts cannot be used to transfer from. You may only transfer money to a joint account.

  2. 2.2 When I transfer money to another account I receive an error.

    3. You may be attempting to transfer an amount that exceeds our daily or single limit. You are allowed to transfer up to TT$100,000.00 between accounts per day.

    You may be attempting to transfer an amount that exceeds your present available balance. Please review your account balance by utilizing our account inquiry feature.

  3. 2.3 When I select a 'to' date I receive an error

    4. You may be entering the date in the wrong format. The format is (dd/mm/yyyy).

    You may be attempting to select a date too far in the future. You may only select a future date up to one (1) year in advance.

    You may be attempting to select a date in the past.

  4. 2.4 When I select a 'from' date I receive an error

    5. You may be entering the date in the wrong format. The format is (dd/mm/yyyy)

    You may be attempting to select a date in the past.

  5. 2.5 When I try to stop a pending payment I receive an error

    6. You may be attempting to select a payment that may already be failed. Please check your transaction history to ensure the payment was successful.

    The payment may be being processed while you are attempting to stop it.

    Please contact us through your 'my utc mail' feature for further information.

  6. 2.6 How do I stop a recurring transfer?

    7. To stop a recurring transfer, or any pending transfer:

    1) Click 'pending transactions'

    2) Search for the desired payment and select it from the menu.

    3) Use the ‘stop’ button at the bottom of the page, or select ‘details’ and use the ‘stop’ button at the bottom of the page.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

3. BILL PAYMENTS HELP

Seems like you’re having trouble with performing a bill payment, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 3.1 Which accounts can I use to pay a bill?

    2. Currently you are only permitted to utlilze your TTD income funds to pay bills.

  2. 3.2 When I select a date on which to pay my bill I receive an error.

    3. You may be entering the date in the wrong format. The format is (dd/mm/yyyy)

    You may be attempting to select a date too far in the future. You may only select a future date up to one (1) year in advance.

    You may be attempting to select a date in the past.

  3. 3.3 Can I stop a bill from being paid after I have confirmed it for payment.

    4. You can only stop a bill from being paid if it is a future payment. Bills that are expected to be processed on today’s date cannot be stopped.

  4. 3.4 How long after I confirm payment will it take before my account is credited?

    5. After your bill payment has been confirmed, please allow 3-5 working days for credit to your account. Your account will be debited immediately upon confirmation of the payment.

 

If these were not able to solve your problem,  please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

4. REQUESTS HELP

Seems like you’re having trouble with performing a request, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

 

  1. 4.1 The embassy I would like a statement for is not in the list.

    2. You may select 'other' from the menu and enter the embassy of your choice.

  2. 4.2 I cannot set a PIN for my IVR account.

    3. You may already be registered for our IVR service. Please visit your nearest customer service center to have your PIN reset.

  3. 4.3 The fund I wish to repurchase from is not available in the list.

    4. You may be attempting to repurchase from a joint account. This is not currently permitted.

    You may have more than one UTCID, please contact us via 'My UTC Mail'.

  4. 4.4 I receive an error when I attempt to repurchase from my account.

    5. You may be attempting to repurchase an amount that exceeds our daily or single limit. Currently you are allowed to repurchase up to TT$10,000.00 at the branch of your choice.

  5. 4.5 I receive an error when I attempt to request a debit card.

    6. You may already have a debit card in issue.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

5. MAIL HELP

Seems like you’re having trouble sending a mail, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

 

  1. 5.1 I cannot find the messages I have saved

    2. Mails that have been saved, go automatically to the inbox. If they cannot be found they may be stored in your trash can. Click on ‘trash’ and move if necessary back to the inbox.

  2. 5.2 How do I send a mail to the Online Services department ?

    3. To send a message to the Online Services department, click on the compose menu type a message and send. You will receive a response within one (1) hour during our working hours of 8:00am to 4:00pm Monday to Friday.

  3. 5.3 How to I move a message in my trash, back into my inbox?

    4. To move a message from your trash back to the inbox, simply select the desired message, and from the menu box at the bottom, select the desired destination.

    Click move to complete the action.

  4. 5.4 Can I recall a message I have sent?

    5. Unfortunately, once a message has been sent, it cannot be recalled.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

6. TRANSFER TO OTHER UTC ACCOUNT

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 6.1 Can I transfer money to another UTC Account other than my own?

    2. Yes, you can transfer from any account that you currently manage in UTC U-Online to another UTC account. To do this, select the 'transfer to other UTC account' menu. This will allow you to register any other UTC Account as a recipient to transfer money to. In order to register a recipient, you will need the full account number of the recipient. For additional help with this feature, please visit our demo section.

  2. 6.2 Are there any UTC accounts I cannot transfer to via UTC U-Online?

    3. No, you would be able to transfer to all your recipients' account(s) via this feature.

  3. 6.3 Are there any accounts I cannot transfer from via UTC U-Online?

    4. Yes, transfers cannot be made from joint accounts, SIPP or Pensions Plus accounts via this feature.

  4. 6.4 When I make a transfer online how long does it take for the funds to become available to the recipient?

    5. Transfers made via this feature allow the funds to be available instantly. In the case of TTD to USD transfers, the transaction will need to be approved by UTC within one business day.

  5. 6.5 Can I transfer money from my USD account to my recipient's TTD account?

    6. Transfers can be made from USD to TTD accounts and funds are available instantly.

  6. 6.6 Can I transfer money from my TTD account to my recipient's USD account?

    7. Transfers can be made from TTD to USD accounts; however it is subject to availability of USD and prevailing rate of the date of the transaction.

  7. 6.7 Can I transfer funds from my own account to my recipient's account if they have not signed up for UTC U-Online?

    8. Yes, transfers can be made to your recipient's account even if they have not signed up for UTC U-Online.

  8. 6.8 What are the rules for using Transfer to other UTC accounts?

    9. You can perform a maximum of five (5) transfers daily between your UTC account and your recipient's account(s).

    The total transfer amount(s) from your UTC account(s)t to your recipient's account(s) must not exceed TTD 50,000.00 daily.

  9. 6.9 If I transfer money to a wrong account in error can I reverse the transaction?

    10. If funds are sent in error to the wrong account, the transaction cannot be reversed online. A query must be submitted to the UTC U-Online via the My UTC mail feature or by calling us at (868) 625-8648 (UNIT) option 4 (Online Services).

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

7. OPEN A NEW ACCOUNT

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 7.1 What should I know before I open an account online?

    2. You should research the specific fund you are interested in investing in very carefully, read all of the information contained on the website especially the prospectus before deciding which fund is right for you. For further information or guidance, contact our Call Center at (868) 625-8648 (UNIT).

  2. 7.2 What type of accounts can I open online?

    3. You can open any one of the following accounts online :

    • TT$ income Fund
    • US$ income Fund
    • Growth and Income Fund
    • Children's Investment Starter Plan
    • Student Investment and Protection Plan
    • Individual Retirement Unit Account
    • Universal Retirement Fund
    • Monthly Investment Plan
    • Global Bond Fund
    • Latin American Fund
    • European Fund
    • Asia-Pacific Fund
    • Energy Fund
  3. 7.3 How long does it take for an account that I open online to become active?

    4. Once all required information and your request to open an account has been submitted, it is reviewed by a customer service representative who will verify the information and either approve or decline the request. This process usually takes two (2) business days.

  4. 7.4 Can I close an account online?

    5. No, an account cannot be closed online. To close an account, kindly contact us via phone or e-mail, or visit your nearest Customer Service Center for more assistance.

  5. 7.5 Can I open a joint account online?

    6. No, a joint account cannot be opened online. To make an account joint, kindly visit your nearest Customer Service Center.

  6. 7.6 What information is required to open a new account online?

    7. To open a new account online, you must provide an initial investment from one of your existing investment accounts. Beneficiary information should also be provided.

  7. 7.7 Is there a limit to the amount of accounts I can open online?

    8. You are not restricted to any specific amount of account opening requests. You are however reminded that each request must be first approved by a customer service representative.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

8. TRANSACT WITH MY BANKS

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 8.1 What is 'transact with my banks' ?

    2. This feature gives you the ability to transfer money to or from your local (Trinidad & Tobago) bank accounts that you register on UTC U-Online. This can be done either as a one time payment or as a recurring payment (similar to a standing order).

  2. 8.2 How do I transact with my Banks?

    3. To utilize this feature, you must first register your bank accounts (link to FAQ). To do this, select the add a bank account option within the Transact with my banks menu. Follow the instructions provided and submit your signed form along with either: a recent bank statement, or the form signed by your bank. For further assistance in using this feature, please view the demo provided or call, e-mail or chat with us online.Once you have registered your bank accounts. You can choose the type of transaction needed: Debit my Bank account

    Credit my Bank account

    After selecting the type of transaction, you enter the relevant details needed and submit your payment for processing. Allow atleast 3-4 business days for completion of this transaction.

  3. 8.3 How do I add my bank account to UTC U-Online?

    4. To register your bank account, select the add a bank account option within the Transact with my banks menu. Follow the instructions provided and submit your signed form to your nearest Customer Service Center along with either: a recent bank statement, or, the form signed by your bank. For further assistance in using this feature, please view the demo provided. You can also call us at (868) 625-8648 (UNIT), e-mail us at uonline@ttutc.com or utilize our live assistance feature to chat with one of our representatives.

  4. 8.4 Is my bank information kept confidential?

    5. The privacy of your information is our primary concern. We ensure that your information is kept confidential at all times. Please review our privacy policy for more details.

  5. 8.5 How long does it take to add my bank account to UTC U-Online?

    6. Once you have registered your bank accounts and have submitted your signed forms along with the supporting documents to your nearest Customer Service Center please allow 2 business days for your bank account(s) registration to be completed.

  6. 8.6 Is there a cost associated with this feature?

    7. Yes, this feature attracts a fee of TT$1.50 per transaction.

  7. 8.7 How long does it take for my transaction to be completed?

    8. Please allow 3-4 Business days for completion of your transaction.

  8. 8.8 If my transaction was unsuccessful, do I still pay a transaction fee?

    9. Yes, once a transaction is submitted the transaction fee is still applicable.

  9. 8.10 Why should I use this feature?

    10. This feature allows you to seamlessly manage your investment accounts and can even be utilized as a customizable standing order. Once you've registered your bank account, you will have the control to manage your funds at your fingertips.

  10. 8.11 How many bank accounts can I register on UTC U-Online?

    11. You can register any amount of bank accounts online. You are reminded that the accounts that are registered must be held in your name. Bank accounts with other names cannot be registered for this feature.

  11. 8.12 Do I have to sign a new form everytime I add a new bank account?

    12. No, you can register up to 5 bank accounts at a time. If you complete the process and wish to add additional bank accounts subsequently, a new form must be utilized.

  12. 8.13 If I am not resident in Trinidad & Tobago and cannot visit a UTC Customer Service Center how can I register my bank account?

    13. If you reside abroad, we are unable to facilitate your registration for Transact with My Banks feature at this time. We do apologize for any inconvenience caused as a result.

  13. 8.14 What types of bank accounts can be registered for this feature?

    14. Only Savings or Chequing accounts can be registered for this feature.

  14. 8.15 What UTC accounts can I transfer money to when using this feature?

    15. You must use a TT$ Income Fund account to transfer money from your registered bank accounts.

  15. 8.16 What UTC accounts can I transfer money from when using this feature?

    16. You can either use a US$ Income Fund or a TT$ Income Fund account to transfer money to your registered bank accounts.

  16. 8.17 What are the rules for using Transact with my banks?

    17. You can perform a maximum of five (5) transactions daily whether from your UTC account to your registered bank account(s) or vice versa.

    The total transaction amount whether transferring from your UTC account(s) to your registered bank account(s) or vice versa must not exceed TTD 50,000.00 daily.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

9. ELECTRONIC STATEMENT

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 9.1 What are electronic statements?

    2. Electronic statements are digitized versions of your periodic statements. This means they look the same as your printed statements, but are available to be viewed or downloaded online. They are available in a printable format and require Adobe Acrobat Reader to be viewed.

  2. 9.2 Can I use electronic statements to apply for loans at other financial institutions?

    3. Currently electronic statements are not eligible for submission in legal proceedings, application for financial services or foreign visas. You can utilize the request menu to request a specific statement that you can collect at a Customer Service Center nearest to you

  3. 9.3 What is the benefit of using electronic statements?

    4. Electronic statements are a great alternative to receive up-to-date information on your account in a secure environment. With electronic statements, you will no longer have to wait on a statement to be mailed to you, or worry about someone else reading or intercepting your account information. By using electronic statements, you help us to save the environment through the use of less paper.

  4. 9.4 Which statement periods are available via this feature?

    5. You are able to view your most recent statement for each account via this feature.

  5. 9.5 How long are statement periods available for via this feature?

    6. Statements are available for 1 year via this feature.

  6. 9.6 What types of statements are available?

    7. Statements are available for all accounts that are viewed online.

  7. 9.7 If I no longer receive printed statements in the mail, how can I request a printed statement?

    8. Printed embassy statements can still be requested via the Requests menu. If you would like a printed version of a statement, you can request this via the My UTC Mail feature.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

10. CHANGE MY LOGIN ID

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 10.1 Why should I change my login ID?

    2. You should change your login ID to protect the privacy of your UTC ID. By using a login ID that you choose, you are able to increase the security of your details.

  2. 10.2 If I change my login ID, but I forget what it is, how can I retreive it?

    3. If you have forgotten your login ID, call us at (868) 625-8648 (UNIT), e-mail us at uonline@ttutc.com or utilize our live assistance feature to chat with one of our representatives. We will guide you on how to retrieve your login ID.

  3. 10.3 If the login ID I want is already taken what can I do?

    4. If the login ID you request is already in use by another customer, you can try adding a number to it. For example JohnSmith00. Or you can select a login ID from any of the three (3) system generated choices.

  4. 10.4 How long can my new Login ID be?

    5. Your new login ID should not exceed 24 characters.

  5. 10.5 Does my login ID have to contain numbers or special characters?

    6. Presently there are no requirements for your login ID to contain numbers or special characters. It is however considered more secure if numbers and/or special characters are used.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

11. ALERT ME

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 11.1 What alerts can I receive with this feature?

    2. You can choose from 10 different alert types currently such as:

    • Notify me when my 'transact with my banks' transaction is complete
    • Notify me when my Bill payment has been made
    • Notify me when I have transferred money to another UTC account
    • Notify me whenever I receive a new mail in MyUTC mail
    • Alert me when my password is about to expire
    • Alert me when my transaction password is about to expire
    • Alert me if my account is disabled/locked out.
    • Alert me if my account is enabled.
    • Alert me if a transfer is completed on my account that exceeds the amount I specify.
  2. 11.2 Where can the alerts be sent to?

    3. Your alerts can be sent to either your mobile phone, your external e-mail account or your UTC Mail account within UTC U-Online.

  3. 11.3 What is the benefit of this feature?

    4. The Alert Me feature allows you to get up-to-date information on the status of your account.

  4. 11.4 How often are alerts sent to me?

    5. Alerts are sent once the event that is being monitored has occurred.

  5. 11.5 Is there a cost associated with this feature?

    6. There is a cost associated with sending the alert to your mobile phone. This attracts a fee of TT$ 0.35 per alert. If alerts are sent to your external e-mail account, or to your UTC Mail account within UTC U-Online there is no cost associated.

  6. 11.6 How are charges debited from my account?

    7. For Alerts that have been sent to your mobile phone, charges will be debited on a monthly basis from the account that you specify.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.

 

 

12. U-MOBILE SAFE FAQs

Seems like you're having trouble with Account Inquiry, have you viewed our demo?

If this was not helpful, please select a possible symptom below for suggested solutions.

  1. 12.1 What is U-Mobile Safe?

    2. U Mobile Safe is an added layer of security where passwords are generated for specific transaction types and sent to your mobile phone. This is considered an additional security layer as it does not depend on your memory, but rather a physical device that you own.

  2. 12.2 How do I register for this feature?

    3. To register for this feature, select from the U Mobile Safe menu the U Mobile Safe Registration option. Simply follow the instructions and submit your request which takes one (1) business day to process.

    Thereafter, you can log on to UTC U-Online and select the U Mobile Safe Generation option. The "passcode" generated would be sent to your registered mobile phone via SMS. This option has to be selected every time a new "passcode" is to be generated in order to complete your transaction.

  3. 12.3 Can I change the mobile phone number that is registered?

    4. Yes, you can request that the registered mobile phone number be changed. This however requires a customer service representative to approve your request.

  4. 12.4 Is there a cost associated with this feature?

    5. No, there are no costs associated with this feature. All that is needed is a mobile phone that can accept text messages.

  5. 11.5 What happens if I loose my mobile phone?

    6. If you loose your mobile phone, you must re-register a new mobile number.

  6. 12.6 Does the password expire?

    7. The "passcode" that is sent to your phone does expire after a few minutes, so it is important to enter it as soon as it is received via SMS to your registered mobile number to complete your transaction.

  7. 12.7 Does this feature work for international mobile phone numbers?

    8. Yes, this feature also works for international mobile phone numbers.

  8. 12.8 Can I still perform transactions without using this feature if I am registered for it?

    9. No, you cannot perform transactions without your U Mobile Safe "passcode" if you are registered.

  9. 12.9 Will this feature work if I am roaming?

    10. Yes, this feature will work while you roam, once text messages are supported by your roaming network.

  10. 12.10 Does it matter if the mobile number I register belongs to a particular carrier?

    11. No, it does not matter which network your mobile phone is currently registered to.

 

If these were not able to solve your problem, please send us a mail through your UTC Mail feature, or, at uonline@ttutc.com.
You can also call us at 625-8648 (UNIT) option 4.