4. Request Changes and Messaging – Central Bank Portal

A request change allows you to ask Central Bank of Ireland to update some (but not all) information about your institution.

 The types of changes you can request depend on your institution’s authorisations.

Request Changes for Returns

Through the “Returns” tab, you can:

• Unlock a return
• Change reporting/submission date
• Remove return instance.

When you submit a return request change, the Central Bank will send it to the team responsible for that return.

Portal messages allow you to send secure messages to the Central Bank. Use Portal messages to communicate with the Central Bank about your institution.

To view your messages, go to the “Messages Inbox” (if your Portal Administrator has given you permission).

1. Click “Messages” in the menu
2. Unread messages appear in bold
3. Messages are sorted by date (newest first). You will see the sender, recipients, subject, date, and context.

 


4. Click a message to see its details.



Message details include:

Field	What it means
From	Who sent the message (a Portal User or Central Bank team).
To	Who will receive the message.
Subject	The message topic.
Classification	How the Central Bank classified the message.
Context	Related Portal activity (if any). Click the link to navigate to it.
(Message body)	The message text.
Attachments	Documents attached to the message. Click to open.

5. You can reply to or forward a message. See section 4. 7.1 How do I Respond to a Portal message?
6. Click “Mark Unread” to mark a message as unread again (it will appear in bold).
7. Click the X to close the message.

Important Notes

• If you do not see the “Messages” link, ask your Portal Administrator for access
• If you have the appropriate permissions, you can view other users’ messages
• By default, five messages are shown. You can change this using the dropdown above the list
• Use the controls at the bottom right to navigate between pages
• Click a column header to sort messages by that column
• You can also filter messages by date range or search for text.

You can see how many unread messages you have in two places.

Badge Beside the “Messages” Menu Item in the Left Navigation

This shows how many unread messages you have for this institution. If you have no unread messages, the badge will not appear.

Badge Beside the Notification Bell in the Page Header

The notification bell is a bell icon showing your total notifications. This shows your total unread messages and pending actions for all institutions.

Click the bell to see messages and actions for each institution.

Click the text to navigate directly to the message or action.

To view messages you have sent (if you have permission):

1. Go to Messages
2. Click the “Sent” tab. The “Sent” tab shows messages you have sent
3. Click a message to open it.

 

By default, you can only see your own messages.

Your Portal Administrator can give you permission to see all your institution’s messages.

If you have the appropriate permissions, you will see a user dropdown above the tabs. A dropdown menu allows you to select which user’s messages to view.

By default, the dropdown shows your name. You can use this dropdown to:

• Select “All” to view messages from all users in your institution
• Select a user to view only their messages
• Select a delegate user to view their messages. Delegate users are users from institutions acting on behalf of your institution.

When you select a delegate user, the delegate institution’s name will appear in the “From” or “To” fields.

Your selection will apply to both the “Inbox” and “Sent” tabs.

When you leave and return to this page, the dropdown resets to your name.

You can download and open documents attached to messages.

1. Go to Messages > Inbox or Sent.
2. Find a message with an attachment.
3. Click the document link. You will be prompted to select where to save it.
4. Open the document from your computer (if you have the appropriate application).

Note: You can only view or download attachments. You cannot delete or edit them in the message.

You will receive an email containing a link to each new message from the Central Bank.

Click the link to view the message. If you are not logged in, you will need to enter your login details.

See section 4.3.2 How do I see how many unread messages I have? for visual indicators of new messages.

If you cannot see Portal messages, it is usually a permissions issue. Permissions are the actions you are allowed to perform on the Portal.

Important Notes

• Your Portal Administrator controls who can view messages. You may not have permission
• Messages are shown for the institution at the top of the Portal. If you work for multiple institutions, you will only see messages for the selected institution
• You can see other users’ messages if you have permission
• If you cannot see your institution’s messages, ask your Portal Administrator to change your permissions.

You may see another user’s sent messages for two reasons.

You Have Institution-level Message Permissions

This permission is provided when your institution needs to access messages from a user who may not be available.

This is not normally used, but your Portal Administrator can give it to you if needed.

You are a Delegate for Another Institution

When you see messages for that institution, you will see messages from other delegates as well.

The Central Bank may request that you confirm you have read a message. “Acknowledgement Required” means you must click “OK” to confirm you have read the message.

When you open the message, a pop-up will appear requesting you to acknowledge it.

Click “OK” to close the pop-up.

The Central Bank will receive a confirmation that you have read it.

The Central Bank may not permit you to reply to some messages. “Reply not permitted” means you cannot respond to this message.

When this happens, you will not see “Reply”, “Reply All”, or “Forward” buttons.

Standard message options:

Message where reply not permitted:

The request changes you can see depends on your permissions. Permissions are the actions you are allowed to perform on the Portal.

Your permissions are limited to:

• Specific request change types you can view or create
• Request change types relevant to your institution’s authorisations.

Different users may see different request changes.

Ask your Portal Administrator for additional permissions if you need them.

To see your submitted requests, go to Request Change > View All Requests.

See section 4.9.1 How do I View Lists of In-progress and Completed Request Changes? for details.

You can send requests about returns through the “Request Change” or “Returns” tab. Request changes about returns include unlocking a return, changing its due date, or deleting it.

To send a message about a return:

1. Go to the “Returns” tab and find the return you wish to query
2. Click “Create New Message”. This will create a message about that return
3. You can also send a message from the return details screen. This will create a message about that specific return
4. The subject line will be automatically populated
5. You will see which Central Bank team will receive your message
6. The team will be selected automatically, or you can choose from available teams.

By default, you can respond to messages, but you are not required to do so.

The Central Bank may require a response or prevent you from replying.

The following message response options may apply:

• Standard – you can respond (default)
• Reply required – the Central Bank is requesting a response. A notification will appear in red at the top. You can respond
• Display on Screen – the message appears as a notification and on your home page. You can respond
• Acknowledgement Required – a notification appears requesting you to confirm you have read it. Click “OK” to send a receipt. You can respond
• Reply not permitted – you cannot respond to this message.

Enter recipients in the “To” field.

If you Know the Names of Recipients

Type the name and suggestions will appear as you type. Select from the list or type the full name. Add additional recipients in the same manner.

If you do not know the names of recipients:

1. Click the “To” button to open the message address book
2. Click “Portal Users” or “Central Bank teams” depending on who you wish to send the message to

Note: The “Activity” column indicates what each team does

You will see activities relevant to your institution’s permissions

3. Click the row to add them
4. You can add multiple recipients (Portal Users and Central Bank teams)
5. Click “OK”. The “To” field will show your selected recipients.
   

To Remove a Recipient

Click the X next to a name to remove them.

Important Notes

• You can forward a message from a Central Bank team to a Portal User without changing it
• If you change the message or attachments, you must add a Central Bank team as a recipient
• If the message relates to a request change, the “To” field will automatically show the relevant Central Bank team.

You can create a message in the following ways:

1. Reply to a message from the Central Bank (see section 4.7.1 How do I Respond to a Portal message?)
2. About a Request Change (see section 4.13.1 How do I Send a Message in the Context of a Request Change?)
3. About a Pending action (see section 4.13.2 How do I Send a Message in the Context of a Pending Action?)
4. To request that your Portal Administrator update your permissions (see section 2.5.1 How do I Request a Change to my Permissions?).

How do I Send a Message to a Colleague?

Include them as a recipient.

Note: You can only send messages to Portal Users and Central Bank teams.

You can download a copy and share it, but this creates information security risks. It is safer to use the Portal.

1. Click “Add Document”. A window will open allowing you to select a file from your computer

Only certain file types are supported (see section 4.6.4 What Type of Documents can I Attach to a Request Change or Message?)


2. Find the file and click “OK”
3. Documents appear as links. Click the X to remove them.

Note: If you need to change a document, remove it and attach the revised version.

Once you send a message, you cannot remove attachments.

You can attach the following file types. Supported file types are the types of files you can attach to messages.

Supported file types:

• .docx, .xlsx, .pptx (Word, Excel, PowerPoint)
• .pdf (PDF files)
• .txt, .csv, .xml, .xbrl (text files)
• .jpg, .jpeg, .tif, .tiff, .gif, .bmp, .png (image files)
• .zip (archive files).

Important specifications:

• You can attach password-protected files
• Maximum file size: 30MB per file
• Maximum total size: 100MB per message.

1. Go to “Messages”
2. Click a message to open it

3. If you can respond, you will see “Forward”, “Reply”, and “Reply All” buttons.



You may not be able to respond to some messages

4. The recipients and subject will vary depending on which button you click:

Button	Recipient field	Subject field
Forward	Recipient field is empty.	Subject will have "FW: " added.
Reply	Recipient field shows the original sender.	Subject will have "RE: " added.
Reply All	Recipient field shows the sender and all recipients.	Subject will have "RE: " added.

5. Complete all editable fields on the message

The original message will be included with details of the previous message recipients, subject, and date sent

6. Add formatting if needed (bold, italics, bullets, etc.)
7. You can add attachments
8. Click “Send” or click X to close without sending.

Important Notes

• If you do not change anything, you do not need a Central Bank recipient
• If you change anything, you must add a Central Bank recipient
• You can only send messages to Portal Users in your institution and Central Bank teams.

To save a message to your computer:

1. Go to “Messages”
2. Click the “Sent” tab if needed
3. Click the message you wish to save
4. Click “Save as File”. The message will download as a PDF to your computer

You will need a PDF reader to open it

You can search messages in two ways.

Global Search

Global search means searching across all Portal content, not just messages.

• Type text in the search box at the top and click search
• Results will show matching messages
• You will also see other matching items such as actions
• Click a message to open it.

Message Inbox and Sent Tabs

Go to Messages > Inbox.

To filter by text:

• Type text in the filter box and click search
• Matching messages will appear.

To filter by date:

• Enter a date range
• Messages from that date range will appear.

Note: You can also filter sent messages in the same manner.

By default, you see only your messages for this institution. To see other users’ messages, use the “User” dropdown at the top.

Each request change receives a unique reference code. “Request Change Identifier” is a unique code for your request change (for example, RC00000146).

You will see it on the “Request Change” details screen and in the “Request Change Identifier” column.

Request changes are assigned various statuses as they progress, depending on the request change type and your institution type.

Statuses for in progress request changes:

• “In Progress” – not yet approved or rejected
• “Awaiting response” – the Central Bank is waiting for your response.

Statuses for Completed Request Changes:

These statuses appear in the “Completed” tab.

Accepted and rejected statuses vary by request change type:

Accepted - “Amendments Noted”, “Approved”, “Completed”, “Noted”, “Notice of non-objection”, “Registered”, “Updated”

Rejected - “N/A”, “Not accepted”, “Not approved”, “Notice of objection”, “Refused”, “Rejected”

Withdrawn - “You have withdrawn the Request Change”.

Once you submit a request change, the Central Bank sends it to the appropriate team to review.

Most request changes are reviewed by the Central Bank. Some are processed automatically.

To track your Request Change:

• In progress request changes appear in the “In Progress” tab
• When complete, it moves to the “Completed” tab
• Go to Request Change > View All Requests.

This applies to all request changes.

You can see your request changes (if you have permission):

1. Go to Request Change > View All Requests



If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. You will see “In Progress” request changes first
3. Click the “Completed” tab to see finished request changes
4. You can filter, sort, and change page size to find a specific request change

5. Click Actions > View Details

6. The details will appear in read-only format (you cannot edit them)
7. Click “Cancel” to close.

You can view documents attached to request changes (if you have permission):

1. Go to Request Change > View All Requests



You will see “In Progress” request changes

Click the “Completed” tab for finished request changes

If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. Click Actions > View Details
3. Double-click an attachment to open it (if you have the appropriate application).

Note: You can only view attachments, not edit them.

To see a request change related to a message (if you have permission):

1. Go to Messages.

To see other users’ messages, use the “User” dropdown (if you have permission).

Click the “Sent” tab to see sent messages.

If you do not see “Messages” or “User” dropdown, ask your Portal Administrator for access

2. Click a message about a request change (usually contains “RC” in the subject)
3. Click the “Business Context” link in the message
4. The request change will appear



5. Click “Cancel” to return.

You can request changes to your institution’s information (if you have permission):

1. Go to Request Change > Create New Request



You will see available request changes for your institution

If you do not see a request change type, ask your Portal Administrator for access

2. Click the request change type you need
3. You will see the form
4. Complete the form



Follow the instructions at the top. Required fields are marked with a red asterisk (*)

Required fields vary depending on the specific request change type

Some forms may require attachments. You will see an “Attach” button if needed


5. Click “Submit”



The “Submit” button will be inactive until you complete all required fields

6. You will be directed to “View All Request Changes” where you can see your submissions. See section 4.9.1 How do I see Lists of In-progress and Completed Request Changes? Click “Cancel” to close without submitting



Your information will not be saved.

You can only update “In Progress” request changes with “Awaiting User Response” status:

1. Go to Request Change > View All Requests



You will see “In Progress” request changes

If you do not see the request change menu, ask your Portal Administrator for access

2. Click Actions > Edit
3. The edit form will appear
4. Click “Attach” to add a document



The button will appear if needed

5. Click the X to remove an attachment



To change a document, remove it and attach the revised version

Once submitted, you cannot remove attachments


6. Click “Create Message” to send a message about your update
7. Click “Submit”
8. Click “Cancel” to close.

You can withdraw an “In Progress” request change at any time (if you have permission).

Once complete, you cannot withdraw it.

To make additional changes, create a new request change:

1. Go to Request Change > View All Requests



If you do not see it, ask your Portal Administrator for access

2. Find the request change. See section 4.9.1 How do I see Lists of In-progress and Completed Request Changes?



Click Actions > Withdraw


3. A confirmation box will appear
4. Click “Continue”



It will move to the “Completed” tab with “Withdrawn” status

5. Click “Cancel” to return without withdrawing.

You can only add contacts if your institution type permits it.

To add a contact:

1. Go to Request Change > Change of Contact



If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. Click “Add New Contact”
3. Complete the form



Follow the instructions at the top. Required fields are marked with an asterisk (*)


4. Click “Submit”



You will be directed to “View All Request Changes" where you can see your submissions

Note: Contact changes are normally approved automatically

5. Click “Cancel” to close without submitting



Your information will not be saved.

You can only update contacts if your institution type permits it.

To update a contact:

1. Go to Request Change > Create New Request

If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. Click “Change to Contact”. You will see a list of your existing contacts

Each contact has an “Action” button

3. Click “Edit”

4. Update the form and click “Submit”
5. You will be directed to “View All Request Changes” where you can see your submissions



Note: Contact changes are normally approved automatically

6. Click “Cancel” to close without submitting



Your information will not be saved.

1. You can only remove contacts if your institution type permits it. Go to Request Change > Create New Request



If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. Click “Change to Contact”



You will see your contacts

3. Click Actions > Delete
4. The contact details will appear in read-only format (you cannot edit them)

5. Click “Delete” to remove the contact or “Cancel” to keep it
6. Click “Continue” to confirm or “Cancel” to keep it.

The Central Bank may request that you complete an action related to your request change.

To complete an action:

1. Go to “Pending Actions”
2. Find the action



Use the filters above to search by text or date


3. Click “Actions” and select from the following options:



Click “View Details” to see what the Central Bank is requesting you to do

You will see a link to the related request change

Click “Mark as Completed” when you have completed the requested action

This marks the action as complete.

When the Central Bank updates an “In Progress” action, you will receive a message.

The message will explain that the outstanding action has been amended.

It will include links to the request change and pending action, and details of other recipients.

Note: This is an automatic message. You cannot reply to it.

The Central Bank may cancel an action related to your Request Change.

The following will occur:

• The action status will change to “Cancelled”
• It will move from “Pending Actions” to “Completed Actions”
• The message will state: “This action has been cancelled. No further action is needed.”
• You will receive a message
• It will appear in your “Messages” Inbox
• You will also receive an email notifying you of the message.

You can send a message about a request change (if you have permission).

The message will include a link to the request change:

1. Go to Request Change > View All Requests



You will see “In Progress” request changes

Click the “Completed” tab if needed

If you do not see the “Request Change” menu, ask your Portal Administrator for access

2. Find the request change



Click Actions > View Details or Edit

3. A “Create New Message” button will appear at the bottom left


4. Click “Create New Message”

The message form will appear with a link to the request change

5. Complete the form and click “Submit”.

You can send a message about a Pending Action (if you have permission).

The message will include a link to the pending action:

1. Go to “Pending Actions”



You will see your pending actions

Click the “Completed” tab if needed

If you do not see the “Pending Actions” menu, ask your Portal Administrator for access

2. Click Actions > View Details or Edit



A “Create New Message” button will appear

3. Click “Create New Message”

You will see a message form with a link to the pending action


4. Complete the form and click “Submit”.

The “Pending Actions” pane shows actions for returns that require submission.

The following statuses apply:

• “Due” – returns with a status of “Blank”, “Incomplete”, “Valid”, “Invalid” or “Finalised” which have a submission date today or in the future
• “Revision Due” – unlocked returns due today or in the future
• “Overdue” – returns with a status of “Blank”, “Incomplete”, “Valid”, “Invalid” or “Finalised” which have a submission date of yesterday or earlier
• “Revision Overdue” – unlocked returns due yesterday or earlier.

Note: Some return types (PSS/PSR/PSQ/PSM and NAV) do not show when the status is valid.

Request changes appear first, followed by the oldest overdue returns.

You may need to scroll to see all pending returns.

Returns overdue for more than one year will not appear.

You will only see actions for returns you have permission to access. Ask your Portal Administrator if you cannot view a return.

If you have multiple instances of the same return, they will appear as one action.

If any of the following differ, they will appear as separate actions:

• “Submitting Institution” (or delegate if delegated)
• “Return Type” and “Reporting Date”
• “Status” (“Due”, “Revision Due”, “Overdue”, “Revision Overdue”)

The number of instances will appear in the description:

• PSR – Payment Statistics Reduced – 30/06/2024 (1 instance)
• PSR – Payment Statistics Reduced – 30/06/2024 (15 instances).

For Request Change actions:

See section 4.12.1 How do I Respond to a Pending Action Assigned by the Central Bank in Relation to a Request Change?

For returns Display Status:

No action is required.

Once you submit or remove a return, it will disappear from “Pending Actions”.

If you have multiple instances, the count will decrease by one for each return you submit or remove.

Example:

Before: PSR – Payment Statistics Reduced – 30/06/2024 (15 instances)

After: PSR – Payment Statistics Reduced – 30/06/2024 (14 instances)

You can see completed actions in the “Completed” tab for up to 6 months.

Completed status:

“Completed” – returns that are signed off or valid (except PSS/PSR/PSQ/PSM/NAV)

Note: The bell counter does not include return instances. The total on the left side will not match the bell count.