Having issues with our online payment service? Our guide will help you to resolve any issues you may have with our online share dealing service. Here are the most common problems our customers report, and how to fix them.

imultaneous use

If you use Internet Banking and Online Share Dealing at the same time – in two separate browser windows – this can occasionally cause problems. It helps if you log out of your Internet Banking profile before going to the share dealing site.

Pressing return

Often, if you press 'return' or ‘enter’ after putting in your details or navigating through the site, rather than clicking with the mouse, this can cause errors. Make sure you always click with the mouse.

Passwords

When you set up your own password and security questions, remember that these are all case sensitive. When logging on, you will need to enter them exactly as you did when you set them up. Make sure to use standard characters and numbers, and avoid using commas, hyphens, full stops and other punctuation. Passwords have a limit of 20 characters.

Using the ‘favourites’ bar

Usually it’s fine to access the site using a shortcut in your ‘favourites’ menu. However, if it’s not working then try entering the web address manually. Although do make sure you’re not entering the address into any toolbars that you may have added, such as Google or Yahoo. If it still doesn’t work then try logging on with a different computer, if you can. If that’s not possible, then you can go to your nearest branch and try to log on at our 'Click & Call' desk. This sometimes resolves the issue.

Internet browsers and settings

Certain types of web browser, and the options you choose for your browser settings, can limit access to our site. This can include log on issues, and not being able to view/use all parts of the site. If you are consistently having problems, try using a different web browser.

Out-of-date internet browser

It could be that your internet browser is out of date. The best way to update your browser is to visit the browser provider’s website and follow the instructions.

You should also do the following:

1. Delete all Temporary Internet Files.
2. Ensure that your browser is set to accept Cookies.
3. Add our site to your 'Trusted Sites' list.
4. Enable JavaScript.
5. Disable Browser Add-ons.

You may need to speak to your Internet Service Provider for assistance.

Problems with JavaScript

If the 'deal now' page isn't loading properly and you're unable to place a trade, this may be because JavaScript has been disabled on your internet browser. To enable JavaScript please follow these instructions:

For Google Chrome browsers:

• Click the Chrome menu icon on the browser toolbar.
• Select Settings.
• On the Settings page, click the Show advanced settings link.
• In the Privacy section, click Content settings.
• Select Allow all sites to run JavaScript (recommended) in the JavaScript section.
• Click Done.

For Firefox browsers:

• On the Tools menu, click Options.
• Click the Content tab at the top of the box.
• Check the box next to 'Enable JavaScript'.
• Click OK.

For Internet Explorer browsers:

• Open Internet Explorer.
• On the Tools menu, click Internet Options.
• On the Security tab, click Internet.
• Click Custom Level.
• Scroll down to Active scripting.
• Click Enable (or Prompt).
• Click OK.
• Click Yes.
• Click OK.

For Safari browsers:

• Open Safari.
• On the Safari menu, click on Preferences.
• Click the Security icon.
• Click on ‘Enable JavaScript’ next to the Web Content section.
• Close the Preferences window.
• Close and restart Safari.

If you are still having problems

If you have tried all our suggestions above and find you are still having problems, you can call our online helpdesk on: 0345 606 0560Call telephone number 0345 606 0560(Monday to Friday, 8am-6pm excluding Bank Holidays). If you need to call us from abroad, or prefer not to use the 0345 number, you can call us on +44 (0) 113 279 7518.

Alternatively, you can email us directly at: customercare-directinvestments@lloydsbank.co.uk

If you email, please could you include the following information:

• Your telephone number.
• The date and time when the problem occurred.
• Details of what you were trying to do when the problem started.
• The web link of the page where you had the problem.
• Details of the exact wording of any error messages.
• Your operating system (e.g. Windows 7, Mac OSX 10.11).
• The name and version of the web browser (e.g. Google Chrome 46, Internet Explorer 11, Mozilla Firefox 41).
• Your Internet Service Provider (ISP).

Once we have logged your problem, our Customer Support Team will do its best to help quickly and efficiently. We will contact you with an update as soon as possible.