The Virgin One Account logo
Accessibility & Disability   /   Privacy & Cookies   /   Contact us   /   Site map

To make one day today, call 0345 030 3657
Minicom number 0800 027 1396

The Virgin One Account logo. Click to return to the homepage
selected page



Rapport - Common Questions


Why do I need the software?
Traditional security software is good – but it can only do so much.
Rapport goes one step beyond the criminals, to protect your username, password, and other sensitive login information. This prevents malware and fraudulent websites from stealing your information.
The software also protects your online communication – and prevents malware from tampering with your transactions.
However, it’s vital you use Rapport alongside your antivirus software and firewall. It’s not designed to replace your other protection.

Do I still need antivirus software?
Absolutely. Antivirus software is a vital part of your computer’s defences, and you need to make sure it’s up-to-date. Rapport is designed to work alongside your antivirus software and firewall - it’s not designed to replace them.

How am I protected?
Firewalls, antivirus software and Rapport work in very different ways:
Antivirus – helps to stop threats, by scanning your PC and looking for suspicious files
Firewall – hides your computer from attackers, and helps stop criminals getting data in and out of your PC
Rapport – locks down the connection between your machine and RBS Digital Banking. It checks our site is genuine, and stops your data going to counterfeit sites
To defend your personal details, you need to use Rapport alongside antivirus software and a firewall.

Which websites are protected?
When you download the software, it’s already set up to protect you when you use RBS Digital Banking.
However, you can set the software up to protect other websites too.
Visit the Trusteer website to protect other websites

Does the software work on Macs?
Yes. Rapport is available for Mac users. For more information read the system requirements

Will it work on my PC?
Yes. Rapport is available for PC users. For more information read the system requirements

How do I know I’m protected?
You need to look out for the Rapport icon which appears next to your browser’s address bar.
You’re protected – the icon is green when your information is safe:

No protection - your information may be compromised
No protection – the icon is grey when Rapport is not safe-guarding your information:
No protection - your information may be compromised

Is my existing security software compatible with Rapport?
Rapport is designed to work alongside your existing antivirus software and firewall - it's not designed to replace them.
Visit the Trusteer website for a complete list of compatible security software.

I think I’ve been a victim of online fraud. What do I do?
If you think that any of your accounts with us have been accessed online by someone other than yourself - please contact us immediately .

Does Rapport work with screen reading software?
At the moment, Rapport doesn't work with screen readers. Although you can install Rapport, you have to turn off some of the protection.
However, we're working with the people behind Rapport, to see if they can create a more accessible version.

I think Rapport is slowing my computer down
Any performance or browser issues experienced immediately following installation of Rapport is most likely a result of software incompatibility or a clash with malware already on your computer.
While Trusteer test Rapport extensively against hundreds of software solutions and do everything they can to prevent, identify and fix such issues, inevitably a few software combinations remain untested.
Trusteer will work with you to resolve the issue you're experiencing.
Visit the Trusteer website , and click 'Live Support Online' on the left hand side of the page to start an online chat with a Trusteer support representative.

I'm having technical difficulties with Rapport - what should I do?
Rapport may block software that it recognises as a potential threat.
If you remove Rapport it makes it very hard for Trusteer to identify the problem and fix it. Instead, temporarily stop Rapport and then contact a Trusteer support representative.
To stop Rapport on a Windows operating system:
Click Start, select ‘All Programs’, then ‘Trusteer Rapport’, and finally ‘Stop Rapport’.
To stop Rapport on a Mac operating system
Click System Preferences, select ‘Other’, then ‘Rapport’, and finally ‘Stop Rapport’.

When I type characters from my keyboard they appear incorrectly on the screen
Rapport encrypts keystrokes from the keyboard driver to the browser. However, if another software program instantly changes keystrokes the moment you type them, Rapport may not be able to decrypt them. As a result you will see incorrect characters on-screen rather than the text you typed.
If you encounter this problem then please follow these instructions:
1. Open Rapport Console:
Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or
Click Start, select ‘All Programs’, then ‘Trusteer Rapport’, and finally ‘Rapport Console’.
2. Change the policy by following these steps:
Click the green arrow, located at the bottom right of the console
Click ‘Edit Policy’
Enter the letters as they are shown in the image, and then click ‘OK’.
Find ‘Block Kernel Keyloggers’ in the list (note: do not confuse it with the row ‘Block Keyloggers’)
Click the drop-down menu next to ‘Block Kernel Keyloggers’ and select ‘Never’
Click ‘Save’.
3. In order to effect this change, reboot your computer when convenient to do so.

I've received a warning or alert message on my screen, what should I do?
For examples of Trusteer warning and alert messages, and an explanation of them visit the Trusteer support website.

I have some additional questions. Who can I ask?
The Trusteer website has answers to lots more questions; please visit Trusteer’s Frequently Asked Questions on Rapport.

Go back to previous page
terms of use
Skip to main content of page Skip to navigation Online home page Plus one Recommend a friend Virgin One Account insurance Tell us your story Find a branch Services and charges Security Terms of use Virgin One Account home page Contact us Accessibilty Privacy Sitemap