• Q1: What is RBSM?

  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
  • Analyse and trade Equities as well as our award winning Securitised Products through fast and powerful electronic tools

  RBSM 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.

• Q2: I want to register for the site but do not have a Relationship Manager or Sales contact. What do I do

  A: You can still register for the service if you do not have a relationship manager, please contact the RBSM Customer Support team on rbsmsupport@rbs.com.

• Q3: How can I access the logged-in area of the website?

  A: If you are already registered, simply login using your existing user name and password. If you are not registered, please complete the short registration process.

• 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 relationship manager, 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 need to change it when you first log in.

• Q3: 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.

• Q4: 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 relationship manager. To expedite access, you can either contact your Relationship Manager directly, or contact the RBSM Customer Support team on rbsmsupport@rbs.com

• Q5: Can I register to access the site as an individual?

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

• Q6: 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.

• Q7: 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/economics.

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

• Q8: How do I update my contact details?

  A: Click here to update and manage your RBSM account.

• Q9: I'm an existing user of an application on rbsmarkets.com, will I need to set this up again?

  A: No, your current permissions will work on the new site

• Q10: I'm an existing user of rbsmarkets.com with a certificate. Will I need to renew this?

  A: No, your current certificate will continue to work on rbsm.com

• Q11: 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 RBSM 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, you can access the demos by clicking on the link below.

  www.rbsm.com/psp/public/pagebuilder.aspx?page=rp0185

• 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 either your Relationship Manager, Sales contact or the RBSM Customer Support team on rbsmsupport@rbs.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 RBSM Customer Support team on rbsmsupport@rbs.com.

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

  A: Transaction sizes can vary according to the type of asset traded. Please contact Customer Support for more information on rbsmsupport@rbs.com.

• 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@rbs.com. Or you can call us on the following numbers:

  	RBSM.com	Third party platforms1	Direct to us on the phone	Email
  Foreign Exchange	Yes	Yes	Europe Tel: +44 (0)207 085 6900 Americas Tel: +1 203 897 6024 Asia Pacific Tel: +65 6518 5111	rbsmsupport@rbs.com
  Fixed Income Credit Rates Derivatives		Yes
  Money Markets Deposits Commercial Paper	Yes	Yes
  RBS Smartprime	Yes
  Algorithmic Solutions
  Equities Cash	Yes		Tel: +44 (0)20 7678 6092	ees@rbs.com
  Equities Derivatives	Yes		Europe Tel: +44 (0)20 7678 6092 Asia Pacific Tel: +852 2700 5231	gbmequityderivatives@rbs.com

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

  • Rates
  • Emerging Markets
  • Credit
  • Futures
  • Money Markets
  • Structured Credit
  • ABS,MBS, CMBS, CLO
  • Online post trade services
  • Futures clearing
  • Prime Brokerage
  • IAS 39
  • Transaction services

  Bloomberg; FX, FX options, rates, credit, money markets, local markets and equity derivatives across global time zones

  Tradeweb; Interest Rate derivatives

  MarketAxess; Fixed Income prices available in all currencies in financials, supranationals, asset backed securities, high yield and covered bonds

  BondVision; Euro government bond, UK gilt and US treasury liquidity

• Q2: Are there any toll free numbers for Asia Pacific Customers?

  A Yes the toll free numbers are:

  • Australia: 1800 702 365
  • New Zealand: 0800 880 338
  • Hong Kong: 852 2966 2866
  • Northern China (via China Net Com): 10800 852 1624
  • Southern China (via China Telcom): 10800 152 1624
  • South Korea: 00798 8521 5718
  • Singapore: 800 8523 693
  • Taiwan: 00801 85 6281
  • Thailand: 001 800 852 5691

We will be very pleased to answer detailed technical questions that you may have via email: rbsmsupport@rbs.com, or telephone Europe Tel: +44 (0)20 7085 6900 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: What precautions should I take to safeguard my PIN and digital certificate once they have been created?

  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 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 lock or key appear when authentication and encryption is expected.
  • 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.

• Q3: What security precautions and practices would you recommend we adopt when using internet systems?

  A: This 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.

• Q4: Do you use cookies on your website?

  A: The cookies on the RBSM 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.

• Q5: 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.

• Q6: I can’t launch RBSM Desktop on my desktop, what do I do?

  A: Please click on the appropriate link to fix your RBSM

  • Europe
  • Asia
  • US

• Q7: 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.

• Q8: 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.

• Q9: Can I use RBSM on multiple machines?

  A: If you are changing your PC or would like to run RBSM 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 RBSM 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 RBSM is currently installed, and open C:\Documents and Settings\username
  • 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 RBSM as shown below. This will create a RBSM desktop shortcut.

  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

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

• Q10: 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.

  DNS	IP address
  www.rbsm.com	147.114.225.144
  stream1.rbsm.com	147.114.225.156
  stream2.rbsm.com	147.114.225.157
  stream3.rbsm.com	147.114.225.158
  stream4.rbsm.com	147.114.225.159
  stream5.rbsm.com	147.114.225.172
  stream6.rbsm.com	147.114.225.173

  Asia Infrastructure

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

  DNS	IP address
  www.ap.rbsm.com	147.114.250.138
  stream1.ap.rbsm.com	147.114.250.133
  stream2.ap.rbsm.com	147.114.250.134
  stream3.ap.rbsm.com	147.114.250.135
  stream4.ap.rbsm.com	147.114.250.136

  US infrastructure

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

  DNS	IP address
  www.us.rbsm.com	146.121.22.234
  stream1.us.rbsm.com	146.121.22.229
  stream2.us.rbsm.com	146.121.22.230
  stream3.us.rbsm.com	146.121.24.231
  stream4.us.rbsm.com	146.121.24.232

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

  	RBSM.com	Third party platforms1	Direct to us on the phone	Email
  Foreign Exchange	Yes	Yes	Europe Tel: +44 (0)207 085 6900 Americas Tel: +1 203 897 6024 Asia Pacific Tel: +65 6518 5111	rbsmsupport@rbs.com
  Fixed Income Credit Rates Derivatives		Yes
  Money Markets Deposits Commercial Paper	Yes	Yes
  RBS Smartprime	Yes
  Algorithmic Solutions
  Equities Cash	Yes		Tel: +44 (0)20 7678 6092	ees@rbs.com
  Equities Derivatives	Yes		Europe Tel: +44 (0)207 678 6092 Asia Pacific Tel: +852 2700 5231	gbmequityderivatives@rbs.com

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