NatWest Markets

Help and FAQ's

Welcome to RBSMarketplace Help. If you cannot find the answer you need in the FAQs section below, please contact us and we will endeavour to answer your questions as soon as possible.

  • Q1: What is RBSMarketplace?

    A: RBSMarketplace (RBSM) enables clients to electronically:

    • Manage Foreign Exchange more effectively, efficiently and flexibly with our integrated electronic trading solutions
    • Learn about our extensive liquidity and electronic trading offering for Fixed Income products
    • Combine security and performance with access to extensive liquidity using our Money Markets services

    RBSMarketplace gives you expert insight, world-class electronic execution and support at every step of your trading. Gain access to fast, robust applications, trading services and online data through rbsm.com and the world's leading third party trading platforms.

  • Q1: Once I've completed the registration process, can I access the logged-in area straight away?

    A: We have to go through a process in order to sanction access to the content in the logged-in area. Once access has been sanctioned by your sales person, you will be emailed a user name and password. This should take no longer than 2 to 3 days.

  • Q2: Will I have to keep the password you supply me with?

    A: No. You will be required to create your own personal password when you first log in. For tips on creating a strong password, see the section on Fraud Protection below.

  • Q3: Can I share my RBSMarketplace login credentials?

    A: No. Your RBSMarketplace login credentials are for your exclusive use and may not be shared. You will never receive a phone call or email from the bank asking you for your login credentials. If you do receive a suspicious phone call or email asking for your login credentials you should decline to do so and report the incident immediately either by email to rbsmsupport@natwestmarkets.com, or telephone Europe Tel: +44 (0)20 7085 6900 (Option 1), Americas Tel: +1 203 897 6024, Asia Pacific Tel: +65 6518 5111

  • Q4: I've forgotten my password. How can I reset it?

    A: For security reasons, we reset your password. Click here to submit a password reset request.

    Access Online: To obtain support, for example, to unlock an inactive account or to reset a token, please contact your local company Access Online administrator. Where a specific client service team is assigned for your organisation or location, your administrator will be able to confirm or provide these details.

  • Q5: I have completed the registration process but have not yet received a user name and password. What should I do?

    A: In order to sanction access to the content in the logged-in area, the request needs to be approved by your RBS sales contact. To expedite access, you can contact the RBSMarketplace Customer Support team on rbsmsupport@natwestmarkets.com

  • Q6: Can I register to access the site as an individual?

    A: No. Only contacts within eligible companies can register to use the RBSMarketplace website.

  • Q7: Once registered, will I be able to access all the strategy, research and analytics content in the logged-in area?

    A: Due to regulatory restrictions governing the types of company in different geographical jurisdictions that can access our strategy, you may not be able to view certain content. See our Terms & Conditions for further details.

  • Q8: I've registered but cannot access any logged-in strategy content. Why is this?

    A: It is likely that your business is classified as 'retail' under MIFID regulations. You can access our weekly UK and Euro zone economic research on the strategy public home page. Alternatively you may like to register to receive our UK regional updates by email. Simply request this through your local Corporate Risk Solutions contact. Additional RBS Group economic insight is also available at rbs.com.

    Please contact your Relationship Manager or Sales contact if you believe you should be entitled to view the logged-in strategy content.

  • Q9: How do I update my contact details?

    A: Please send an email to rbsmsupport@natwestmarkets.com.

  • Q12: If I use a number of different applications and tools, will I need multiple passwords?

    A: No. You will be able to access all through a single sign-on process using one user name and password.

  • Q1: What can I access in the logged-in area of the RBSMarketplace website?

    A: You can access global strategy and research, analytics, insight and online tools including electronic trading and post-trade applications. Note, you may need additional permissioning to use specific applications and tools.

  • Q2: Do you have any live demonstrations of RBSM?

    A: Yes we do.

    Click here to watch our demo videos.

  • Q3: How do I gain access to US Strategy?

    A: You will only be able to view US Strategy if you have been approved as a US Institutional Investor. Please contact your Relationship Manager or Sales Contact to request approval and access.

  • Q1: How can I start using your electronic trading and post-trade applications?

    A: You will need additional permissioning to enable you to use our electronic trading capabilities. Please contact your RBS Relationship Manager or Sales contact. If you need to set up additional users, please contact the RBSMarketplace Support team on rbsmsupport@natwestmarkets.com.

  • Q2: Does my business need to bank with RBS or NatWest in order to trade electronically with you?

    A: No, you do not need to have an RBS or NatWest account. To start trading, contact the RBSMarketplace Customer Support team on rbsmsupport@natwestmarkets.com.

  • Q3: Is there a minimum trading transaction size for electronic trading?

    A: There is no minimum.

  • Q4: Can your electronic trading applications be used for personal investments?

    A: No. Only contacts within eligible companies can use our electronic trading applications.

  • Q1: Where do I go to get help from a real person?

    A: You can email RBS at any time: rbsmsupport@natwestmarkets.com. Or you can call us on the following numbers:

    RBSM.comThird party platforms1Direct to us on the phoneEmail
    Foreign ExchangeYesYes

    Europe
    Tel: +44 (0)207 085 6900 (Option 1)

    Americas
    Tel: +1 203 897 6024

    Asia Pacific
    Tel: +65 6518 5111

    rbsmsupport@natwestmarkets.com

    Fixed Income

    • Credit
    • Rates
    • Derivatives
    YesGBMEMFixedIncome
    ClientServices@rbs.com

    Money Markets

    • Deposits
    • Commercial Paper
    YesYesrbsmsupport@natwestmarkets.com
    Access Online

    To obtain support, for example, to unlock an inactive account or to reset a token, please contact your local company Access Online administrator. Where a specific client service team is assigned for your organisation or location, your administrator will be able to confirm or provide these details.

    Fraud Protection

    • Report suspicious activity or suspected fraud
    YesYes

    Europe
    Tel: +44 (0)207 085 6900 (Option 1)

    Americas
    Tel: +1 203 897 6024

    Asia Pacific
    Tel: +65 6518 5111

    rbsmsupport@natwestmarkets.com

We will be very pleased to answer detailed technical questions that you may have via email: rbsmsupport@natwestmarkets.com, or telephone Europe Tel: +44 (0)20 7085 6900 (Option 1), Americas Tel: +1 203 897 6024, Asia Pacific Tel: +65 6518 5111. However, here are some frequently asked questions.

  • Q1: What web browser do I need to access the website?

    A: The website is designed to be accessible to a wide range of current web browsers.

  • Q2: Do you use cookies on your website?

    A: The cookies on the RBSMarketplace website are used to help you log into the site. Cookies are also used to record your preferences and to act as a flag to help us recognise that we have already asked you to participate in on-line market research. For further information regarding our use of cookies please refer to our Terms & Conditions.

  • Q3: What is JavaScript?

    A: JavaScript is a technology that allows creation of dynamic web pages. Generally, it is used on our sites to allow web pages to respond to user actions, for example, a user clicking a button on a web page or moving the cursor out of a text box. Generally speaking JavaScript is enabled by default on most web browsers. However, some organisations may disable the use of JavaScript as part of their IT Security policy.

  • Q5: My Health check has failed, what do I do?

    A: Please approach your local IT team should you fail the health check or update Java from www.java.com. Please note that new versions of Java may cause issues with other Java based applications on your PC.

  • Q6: My login has failed – it says 'Invalid username or missing certificate'

    A: Unfortunately, you may be entering the username incorrectly (usually firstname.surname format), the certificate may be missing from your PC or the certificate may have expired (The certificate has a validity of 2 years).

    You can request a new certificate by clicking on "Forgotten Password" under "Self Service tools" which will issue the codes to re-certify.

  • Q7: Can I use RBSMarketplace on multiple machines?

    A: If you are changing your PC or would like to run RBSMarketplace from a second PC/Laptop, please follow the process. Please note that this is strictly for the same user and it should not be shared with other users.

    A - Windows XP

    • 1. Please check if your new PC/Laptop is suitable for RBSMarketplace by clicking here. Please approach your local IT team should you fail the health check or update Java from here.
    • 2. Go to the PC where RBSMarketplace is currently installed, and open C:\Documents and Settings\usernamedirectory
    • 3. Copy the certificate named firstname.surname.p12 (You may see "personal Information Exchange" with a key symbol instead of .p12 extension). You can either email this to yourself or use your network share/USB pen drive to copy.
    • 4. Go to the new PC/Laptop and paste the file in the same folder unless you are using a different login, if so it should be copied under that login.
    • 5. Go to http://www.rbsm.com/help and then select the appropriate region to access RBSMarketplace as shown below. This will create a RBSMarketplace desktop shortcut. help screen

    This will create a shortcut on your desktop and a link under your 'Start | Programs'

    Input your Username and password to gain future access.

    B - Windows Vista|7|8

    The only difference is that the user profile path is different. Go to C:\Users\username to copy/paste the certificate.

  • Q8: My computer has failed to connect to the server.

    A: This is local connection issue which relates to your firewall or Proxy server. Please ask your IT support to allow the following:

    Europe infrastructure

    TCP Ports HTTP (80) & HTTPS (443) (Inbound and Outbound) needs to be opened.

    DNSIP address
    www.rbsm.com147.114.225.144
    stream1.rbsm.com147.114.225.156
    stream2.rbsm.com147.114.225.157
    stream3.rbsm.com147.114.225.158
    stream4.rbsm.com147.114.225.159
    stream5.rbsm.com147.114.225.172
    stream6.rbsm.com147.114.225.173

    US infrastructure

    TCP Ports HTTP (80) & HTTPS (443) (Inbound and Outbound) needs to be opened.

    DNSIP address
    www.us.rbsm.com146.121.22.234
    stream1.us.rbsm.com146.121.22.229
    stream2.us.rbsm.com146.121.22.230
    stream3.us.rbsm.com146.121.24.231
    stream4.us.rbsm.com146.121.24.232

    Thank you for using these FAQs, if you need any more assistance, please do not hesitate to contact us. You can email RBS at any time: rbsmsupport@natwestmarkets.com. Or you can call us on the following numbers:

    RBSM.comThird party platforms1Direct to us on the phoneEmail
    Foreign ExchangeYesYes

    Europe
    Tel: +44 (0)207 085 6900 (Option 1)

    Americas
    Tel: +1 203 897 6024

    Asia Pacific
    Tel: +65 6518 5111

    rbsmsupport@natwestmarkets.com

    Fixed Income

    • Credit
    • Rates
    • Derivatives
    YesGBMEMFixedIncome
    ClientServices@rbs.com

    Money Markets

    • Deposits
    • Commercial Paper
    YesYesrbsmsupport@natwestmarkets.com
    Access Online

    To obtain support, for example, to unlock an inactive account or to reset a token, please contact your local company Access Online administrator. Where a specific client service team is assigned for your organisation or location, your administrator will be able to confirm or provide these details.

    Fraud Protection

    • Report suspicious activity or suspected fraud
    YesYes

    Europe
    Tel: +44 (0)207 085 6900 (Option 1)

    Americas
    Tel: +1 203 897 6024

    Asia Pacific
    Tel: +65 6518 5111

    rbsmsupport@natwestmarkets.com

    Note: 1. Third party platforms include 360T, FXAll, Tradeweb, Reuters, FX Connect, Currenex, HotspotFXI, Lava, Bloomberg, MarketAxess, BondVision

The following information is provided to let our customers know how we protect your information and steps that you and your company can take as well to minimize the risk of fraud.

To report suspicious activity or suspected fraud, contact us immediately either by email to rbsmsupport@natwestmarkets.com, or telephone Europe Tel: +44 (0)20 7085 6900 (Option 1), Americas Tel: +1 203 897 6024, Asia Pacific Tel: +65 6518 5111

How we protect you

  • Q1: Does RBSMarketplace automatically log me off after a period of time?

    A: Our system will automatically log you off after a period of inactivity. At this time, you will be prompted to re-enter your login credentials. For optimum system performance please log off at the end of each day.

  • Q2: Do you use encryption to protect my information being transmitted over the internet?

    A: Yes. RBSMarketplace utilises state of the art security technology to protect your data and transmissions over the internet. Any sensitive content or applications on the RBSMarketplace web site use Secure Socket Layer (SSL) technology to encrypt – or scramble – the information you provide so it's virtually impossible for anyone else to read it. The SSL protocol continuously verifies the identity of each party during the session, encrypting messages using a 128-bit security key, to help ensure they remain private and unaltered.

    Always look for the https://... At the beginning of a URL and the activated padlock or similar indicator to denote that SSL is active when you are about to enter sensitive data into.

    https

  • Q3: Is additional security required for RBSMarketplace’s trading capabilities?

    A: Yes. For general access to the RBSMarketplace web portal, you will be required to create and enter your username and password login credentials but for transactional applications, you will be required to install a personal digital security certificate that we will issue to you on your desktop. See the "Using Electronic Trading" section above for more details.

  • Q4: When will we contact you

    From time to time, the bank may contact you via phone call or email to inform you of a system issue, inform you about new products and services, or in an effort to continue to build the relationship.

    You will never receive a phone call or email from the bank asking you for your login credentials. If you do receive a suspicious phone call or email asking for your login credentials you should decline to do so and report the incident immediately to us using the contact details above.

How you and your company can protect yourself

  • Q1: What precautions should I take to safeguard my username/password?

    A: You will be required to create a new personal password when you first log in. Here are some tips for safeguarding that password:

    • Your password should not be based on user-id, personal telephone number, birthday or other personal information.
    • Your password should be kept confidential and not be divulged to anyone.
    • Your password should be memorised and not be recorded anywhere.
    • The same password should not be used for different websites, applications or services, particularly when they relate to different entities.
    • Do not select the browser option for storing or retaining user name and password.
    • Do check that the bank's website address changes from http:// to https:// and a security icon that looks like a padlock or key appear when authentication and encryption is expected.
  • Q2: What precautions should I take to safeguard my digital certificate?

    A: For trading customers, you will be issued a personal digital certificate which allows us to identify you and ensure that your transactions are conducted using state-of-the-art encryption. Here are some tips for safeguarding your digital certificate:

    • When installing the digital certificate on your computer, you will be required to provide a password for your certificate store. Use the same tips on safeguarding your password described above for that password.
    • Do not allow anyone to keep, use or tamper with your digital certificate.
    • Do not install your certificate on a computer or device that cannot be trusted.
  • Q3: What precautions should I take to safeguard my PIN?

    A: Your PIN should not be based on user-id, personal telephone number, birthday or other personal information.

    • Your PIN should be kept confidential and not be divulged to anyone.
    • Your PIN should be memorised and not be recorded anywhere.
    • The same PIN should not be used for different websites, applications or services, particularly when they relate to different entities.
    • Do not allow anyone to keep, use or tamper with your password security token.
    • Do not reveal the password generated by the security token to anyone.
    • Do not divulge the serial number of the security token to anyone.
  • Q4: What security precautions and practices would you recommend we adopt when using Internet systems?

    A: This is by no means a comprehensive list but we advise that you endeavour to take the following basic precautions:

    • Install anti-virus, anti-spyware and firewall software on your personal computers, particularly when they are linked via broadband connections, digital subscriber lines or cable modems.
    • Update the anti-virus and firewall products with security patches or newer versions on a regular basis
    • Make regular backup of critical data.
    • Consider the use of encryption technology to protect highly sensitive data.
    • Do not select the browser option for storing or retaining user name and password.
    • Log off the online session and turn off the computer when not in use.
    • Do not install software or run programs of unknown origin.
    • Delete junk or chain emails.
    • Do not open email attachments from strangers.
    • Do not disclose personal, financial or credit card information to little-known or suspect websites.
    • Do not use a computer or a device which cannot be trusted.
    • Do not use public or internet café computers to access online banking or perform financial transactions.
  • Q5: Create a Security Policy and Perform Regular Assessments

    A: Here are high level suggested steps for a security policy.

    • Identify and locate your assets. - This pertains to both information and material goods. Assess the importance and value of these assets.
    • Perform a Threat Risk Assessment. - Categorise the likelihood of these assets being stolen and identify the resulting damage to the organisation if such an occurrence comes to pass.
    • Perform an informal site survey of your organisation.
    • Institute a standard for classifying all information - Is it confidential, private, unclassified, etc., and a means to identify which employees, or group of employees have access to this information.
    • Ascertain who needs access to external resources and what resources need to be made available.
    • Ascertain who needs access to your banking systems and services and make sure the removal of access to those services is part of your HR exit process.
    • Create a disaster recovery plan.
    • Appoint someone to be responsible for security policy enforcement.
    • Understand that the implementation of any security policy needs regular validation.
    • Perform Regular Assessments – Make sure your policy is working the way you intend it.

It's time to trade on RBSMarketplace

Contacts

Access Online Support

To obtain support, for example, to unlock an inactive account or to reset a token, please contact your local company Access Online administrator. Where a specific client service team is assigned for your organisation or location, your administrator will be able to confirm or provide these details.