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Frequently asked questions regarding our online banking

We have compiled the most frequently asked questions for you: click on the question to see the answer.

Login and User ID

The message "Registration was incorrect. Please check your login details" appears.

Please check the following data and enter it again if necessary:

  • User ID
  • Personal Identification Number (PIN)

Should you receive an error message again, please contact your consultant. If you receive this error message when logging in for the first time despite entering the correct data, please check whether you have sent acknowledgement of receipt of the PIN to us.


I forgot my user ID.

Please contact your consultant.

PIN and TAN

I forgot my Personal Identification Number (PIN).

Please authorise your consultant in writing to block your old PIN and to send you a new PIN.


I entered my Personal Identification Number (PIN) incorrectly three times in a row.

If this happens, access to the online banking portal is automatically blocked for security reasons. Please authorise your consultant in writing to issue a new PIN.


I would like to change my Personal Identification Number (PIN).

The "Change PIN" function is available via the login screen. To change your PIN, enter your client number/user ID and your PIN and then press "Change PIN". You can now enter a new PIN; a transaction number (TAN) must be entered to confirm.

Note: the PIN can only be changed during the online banking login.


Why do I still need to enter a transaction number (TAN)?

Entering an additional TAN serves to increase your security, for example against "phishing" attacks. We therefore provide you with a particularly secure authentication procedure by securing your account with two factors known only to you: Your PIN (Personal Identification Number) and your TAN.

Transactions

The transaction number has not been generated.

Insert the card into the device again with the chip facing upwards and press the "TAN" button. If "Start Code" appears, please press "ok". You can now use the specified TAN.


Standing orders cannot be changed or are not displayed.

Please note that the only standing orders that can be displayed are those that you have created via online banking in the Accounts section. You can manage these any time, i.e. change or delete them. If you have issued us with standing orders by any other means, you will not be able to change them online.


Can I also carry out direct debits?

Yes, provided there is a corresponding direct debit agreement with our bank. If you have not yet concluded a contract but would like to participate in the direct debit scheme, please contact your consultant.

Connection and data transfer

I cannot find the specified server.

Please check your internet address as well as your local network settings are correct.


Data transmission was not successful.

This message appears when a request has not been properly confirmed by the banking computer. This may occur in the event of a time-out or interruption of the data connection. Please perform the order again and, in case of a transfer, check whether it has been executed (confirmation message).

Other questions

I cannot retrieve a bank statement from the previous day.

No transactions/entries have been made on this account. If you did make transactions, please contact your consultant.

Login and User ID

The message "Registration was incorrect. Please check your login details" appears.

Please check the following data and enter it again if necessary:

  • User ID
  • Personal Identification Number (PIN)

Should you receive an error message again, please contact your consultant. If you receive this error message when logging in for the first time despite entering the correct data, please check whether you have sent acknowledgement of receipt of the PIN to us.


I forgot my user ID.

Please contact your consultant.

PIN and TAN

I forgot my Personal Identification Number (PIN).

Please authorise your consultant in writing to block your old PIN and to send you a new PIN.


I entered my Personal Identification Number (PIN) incorrectly three times in a row.

If this happens, access to the online banking portal is automatically blocked for security reasons. Please authorise your consultant in writing to issue a new PIN.


I would like to change my Personal Identification Number (PIN).

The "Change PIN" function is available via the login screen. To change your PIN, enter your client number/user ID and your PIN and then press "Change PIN". You can now enter a new PIN; a transaction number (TAN) must be entered to confirm.

Note: the PIN can only be changed during the online banking login.


Why do I still need to enter a transaction number (TAN)?

Entering an additional TAN serves to increase your security, for example against "phishing" attacks. We therefore provide you with a particularly secure authentication procedure by securing your account with two factors known only to you: Your PIN (Personal Identification Number) and your TAN.

Transactions

The transaction number has not been generated.

Insert the card into the device again with the chip facing upwards and press the "TAN" button. If "Start Code" appears, please press "ok". You can now use the specified TAN.


Standing orders cannot be changed or are not displayed.

Please note that the only standing orders that can be displayed are those that you have created via online banking in the Accounts section. You can manage these any time, i.e. change or delete them. If you have issued us with standing orders by any other means, you will not be able to change them online.


Can I also carry out direct debits?

Yes, provided there is a corresponding direct debit agreement with our bank. If you have not yet concluded a contract but would like to participate in the direct debit scheme, please contact your consultant.

Connection and data transfer

I cannot find the specified server.

Please check your internet address as well as your local network settings are correct.


Data transmission was not successful.

This message appears when a request has not been properly confirmed by the banking computer. This may occur in the event of a time-out or interruption of the data connection. Please perform the order again and, in case of a transfer, check whether it has been executed (confirmation message).

Other questions

I cannot retrieve a bank statement from the previous day.

No transactions/entries have been made on this account. If you did make transactions, please contact your consultant.

Mobiel ok vinkje

Our telephone numbers

Berlin: +49 30 88461-0
Bremen: +49 421 64922-0
Dortmund: +49 231 5419-0
Düsseldorf:+49 211 8770-0

Frankfurt: +49 69 2177-0
Hamburg: +49 40 30808-0
Hanover: +49 511 44988-0
Cologne: +49 221 1624-0

Mannheim: +49 621 397245-0
Munich: +49 89 23699-0
Nuremberg: +49 911 234248-0
Stuttgart: +49 711 305843-0
Würzburg: +49 931 35944 0