1. When should I nominate, rather than register, an
If you are the first user (usually the main contact) of an organisation, or you
work on your own, then you should use the registration process. If you want to
share SARs with other users in your organisation, then one person should share
the organisation and then the others should be nominated. This will set up a
Also see also the advice for large corporate groups if you are in a large
2. I didn't receive my PIN2 email.
The website is monitored to make sure that emails are being successfully sent.
However, your own organisation may have quarantined the email when it is
received. You should contact your support desk in the first instance, to see if
the email has been received at your organisation.
You cannot regenerate the PIN2 code on its own. If (for any reason) you want to
regenerate the PIN codes, then the easiest way to do this is to navigate to the
Activation page and enter incorrect PIN codes 3 times. This will permanently
invalidate the PIN codes you had generated, and allow you to restart the
registration or nomination process again.
3. My PIN codes didn't work.
If the PIN codes fail to work, check the following:
a)The CAPS LOCK key is not pressed (the codes are case sensitive)
b) You are entering the 6 characters exactly as described by the phonetic
c) You have not entered incorrect codes more than twice (the codes will have
d) You have been supplied with the correct code by your nominator
If these suggestions do not help, you may have to regenerate the PIN codes -
see the instructions under the FAQ 'I didn't receive my PIN2 email'.
4. How should I send the PIN1 code to the person I have
The safest method of transmission is by hand delivery of the email. You can
also safely send the code by internal email within your organisation, or pass
on the code on the telephone (being careful to get the characters and case
You should not transmit the code by email across the public Internet, as this
is the route by which the PIN2 code will arrive. This would allow an attacker
to break just one means of delivery to take control of both codes, and access
your shared area on the website.
5. Do I need to keep my activation codes after I have
activated my account?
No, you will not these codes again. If you need to reset your password, or
re-register your source, you will get new codes.
6. SAR Online points out that the Activation Codes will
expire after seven days. What does this mean?
The Activation Codes, code 1 which is displayed on-screen after registration or
nomination and code 2 which is emailed to the new account, will expire after
seven days. If you do not use both Activation Codes within this period your
nomination or registration will be withdrawn.
If this happens you should complete the registration or nomination process
again and new Activation Codes will be generated.
7. I have forgotten my password. Can NCA reset it for
The site is designed for self-administration of passwords. If you have
forgotten your password, then you should follow the following steps:
a) Try and login, using your correct email and best guess for the password. If
the password is wrong, the login screen will respond telling you so and
offering a password hint. Click the button to get the hint emailed to you.
b) Try and login again with the correct email and best guess for the password.
The login screen will respond offering a password reset. Click the button and
request a password reset (again checking that your correct email is displayed.)
c) Record the PIN1 code on the screen
d) An email will arrive, with the PIN2 code
e) Go to the Activate/Re-activate page on the website, and activate the account
as before. You will be able to set a new password after the PIN codes are
8. I am trying to log in, but the site is working very
To prevent people trying to crack your password, the site gets slower each time
an incorrect password is entered. If you have had more than five attempts, you
should consider generating a password reset (detailed on this page).
The first time you enter the correct details, the delay will be reset.
If someone has been attempting to break your password without your knowledge,
this will have been recorded. You do not need to take any additional action and
you will not experience any delay.
9. I get a message “unable to download login page”
If you have failed to login a number of times, the delay imposed to deter
attacks may be causing your browser to time out, especially across slow
connections. As a rule, you should use the password hint and reset if you need
to retry several times.
10. I have not received my second activation code,
however a colleague has received theirs successfully. Why?
If a number of users from the same organisation are nominated in quick
succession, it is possible that intrusion detectors will label multiple
messages from the same source and with the same subject as Spam. Consequently
this may cause them to be misrouted down a Spam filter. Users should contact
their IT administrator to clarify whether this is the case and subsequently get
the Spam detector facility removed from anything received from the UKFIU mail
11. If I decide not to send a SAR, what happens to the
If you enter information in a SAR, you can delete each page in turn or the
whole SAR. None of the deleted information will be stored or transmitted to us.
12. How can I be sure the information I send is secure?
The Technical Information pages describe how to check that you are submitting
information across a secure connection. The site itself has been fully tested
and approved for security.
13. How will I know that my information has been
We will respond to your SAR submission with an email, which includes the number
on the SAR you submitted, and the unique reference number we have allocated on
receipt. You should store this carefully along with your record of the
information you submitted.
14. What happens to the information I send?
The Information pages give a full description of SAR processing. Please read
them before using the site.
15. What records should I keep?
You should retain a copy of the submitted SAR by printing or saving the SAR
when you submit it. You should also save the SAR confirmation email when you
receive it, or note the NCA reference number against your saved copy of the
16. I can't save a SAR to my computer
Your security settings may have prevented you saving files from the internet to
your local drive. Please contact your local IT support desk.
17. I can't print a SAR to my local printer
The site has been tested with common makes of printer, but some older or less
common makes may not print effectively. Save the SAR to a file, open and print
it from your usual editing program.
18. The owner of a SAR changed.
The owner of a SAR is the person who last changed the information contained in
19. A SAR is shown as being locked on my SAR list
Another user from your group is editing the SAR.
20. A SAR is shown as being locked, even though no-one
is editing it.
The most likely explanation is that the last editor of the SAR lost or broke
their connection while editing, leaving it locked. That person should log in
again to clear the locks and then log out correctly using the link provided. If
this is not possible the locks will be cleared automatically after 12 hours.
21. The View page allows me to edit the SAR.
This is correct. The view mode allows you to see the full SAR information on
one page, but you are still free to select an area of the SAR and continue
22. My SAR has disappeared from my SAR list.
If you are working in a group, and the SAR was set to “Shared” then another
user may have submitted or deleted the SAR. Set SARs to “Private” to prevent
23. I have reached my maximum number of SARs and cannot
open a new SAR or view other users' SARs.
If you own the maximum number of SARs you will be prevented from opening a
new SAR or viewing other users' SARs. To remedy this situation you will need to
reduce your number of owned SARs by either:
a. Submitting a completed SAR.
b. Deleting any of your unsubmitted SARs.
c. Ask a colleague with space capacity (i.e. owns less than the maximum allowed
number of SARs) to take possession of any of your SARs by editing them. This
user should then refresh their session using the refresh button on the browser
toolbar. You should then refresh your own session in the same manner. This will
allow you to start a new SAR or edit an existing one.
24. The transaction page says that I have missing
mandatory fields, but I have not entered a transaction. Why?
Some fields (Credit/Debit, Currency and Type) are mandatory but only when other
items are entered into the page. The transaction details can be left blank
provided no other information is entered.
25. The site is hard to see
The site is designed to work at a resolution of 1024x768 pixels, but will be
usable at a resolution of 800x600, where the text will appear bigger.
26. The site is hard to use
There is a full description of how the site works in the information pages on
the site itself. In addition, the site provides brief help on each page, and
pop-up text for fields on the screen.
27. I can't see a padlock in the Browser window
This could indicate that your browser does not support the correct level of
security. You should check that your system meets the requirements described in
the Technical Information section on this site.
28. I get a message “The page cannot be displayed”
You may have typed the website address incorrectly, or the website may be
unavailable. If you are sure that you have got the address correct then please
be patient and the site will become available again as soon as possible.
29. Should I reply to the emails when I have a problem?
The information and help text has been designed to help you use the
self-administration facilities on the site. Please do not reply to the PIN2 or
SAR confirmation emails.
30. I can't work out the obscured 5 digit code
If you enter an incorrect code, or just refresh the screen (F5 in Internet
Explorer) you will be offered another code to try. There are a number of
different backgrounds, and you should eventually get one which suits you.
31. The site keeps logging me out
The site will log you out if you don't use the links on the screens to
navigate. In particular, the Back button should not be used while entering SAR
information. You will also be logged out if you have not saved your SAR or
moved between pages for a long time. Be sure to use the Save button regularly
if you are typing a lot of additional information.
32. My tooltips keep flashing
This is a known issue on a few client configurations. As a workaround, try
changing the Windows font size.
33. The tooltips disappear before I have finished
We have provided an alternative way to read the help text in the tooltips. If
you double-click the field or label which contains the tooltip, the tooltip
text will appear in the right hand help pane. Note that you must have
34. I have logged in with the correct password but the
system forced me to change my password. Why?
As a security measure, the system will force you to change your password from
time to time. This measure is enforced upon all users irrespective of their
level of activity.
35. I think my password is known by someone else. What
should I do?
SAR Online will assume that all activity under your LoginID is done by you, and
will not distinguish another individual who might be using your LoginID - with
or without your knowledge. Therefore, if you know or suspect that your password
is known by someone else, you should change your password immediately. The area
in SAR Online where you can change your password is found by logging in and
navigating to the User Administration page.
36. The website is running slowly
As you type more information into the SAR, it takes longer to send the
information across the Internet. Depending on the speed of your connection,
this can cause a delay of many seconds. The Internet or the website may also be
very busy, which can have an effect on performance.