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Mobile Banking will change to a smart and digital solution called e-Code
After 15 years the e-Pass is going with a well-deserved pension and access to Online Banking and Mobile Banking will change to a smart and digital solution called e-Code. e-Code will be introduced with the next Mobile Banking app update and is automatically activated when logging into the updated app for the first time. e-Code is even more secure and convenient than the e-Pass. As this is a digital solution there is no need to pick it up at a branch, or to carry it in your wallet. It will be part of the Mobile Banking app and is available via the app.
This upgraded Mobile Banking app now has integrated device registration. During login choose your favorite Quick Login method and enter your 5-digit PIN. After this, logging into the app is easy peasy with just a facial scan, fingerprint scan or self-chosen 5-digit PIN
If you would like to keep logging in with your username, password and e-Pass, you can still do this using our mobile-friendly Online Banking website.
Below are question and answers for features or behavior that is added or has changed with the e-Code introduction.
e-Code (soft token) is a new and modern replacement for the e-Pass. An e-Code number is an 8-digit number that is used primarily for Online Banking. Getting, or activating e-Code happens electronically. You don’t need to visit a branch for this.
After you have activated e-Code (soft token), Online Banking via the browser changes in the sense that we now ask you to enter the e-Code number, instead of the three e-Pass values.
The Mobile Banking app is even more convenient. Here you never have to key in the e-Code number itself when logging in or making a payment. This is done ‘under water’ for you.
Yes. e-Code (soft token) can also be used via the third party Entrust Identity app. This app is available for Android and iOS devices, and for Windows PCs. In this case activation is not done via the Mobile Banking app, but via the Self-Service Portal. Login to the Self-Service Portal and select “I’d like to activate e-Code (soft token)” from the main menu and follow the steps on the screens.
It depends. Soon e-Code (soft token) will completely replace the e-Pass. We already stopped issuing new e-Passes. As long as you have not activated e-Code (soft token) you can use your e-Pass. When you activate e-Code, for example via the Mobile Banking app, your e-Pass stops working. When we stop the support for e-Pass altogether, you also need to switch to e-Code (Soft token).
Per username you can register three (3) devices. When you have a phone and a tablet, it is always good to register both devices, in case you cannot access one of the devices anymore. When you try to register a fourth device, you will get a “You have exceeded the maximum allowed tokens.” message.
View and manage your registered devices directly from the Mobile Banking app or Online Banking website. To see your registered devices on your app, login, go to the User menu and tap Manage my Devices. To see your registered devices on the Online Banking website, login, go to settings and click Settings and click Manage Devices.
Login to your new device with your username, password and an e-Code generated via the e-Code Generator on (one of) your another device(s). During login you will be asked to register the new device.
If you are a ‘browser-only’ user, and you have a computer, you can install the Entrust Windows PC IdentityGuard Soft Token application, which can be downloaded via our Self-Service Portal. Login to the Self-Service Portal and select “I’d like to activate e-Code (soft token)”. During the process, where you select that you haven’t yet downloaded the app, you are redirected to the Entrust website, from where you can download the Windows PC application. Adding a soft token is done by following the activation steps in the Self-Service Portal.
When you don’t have the possibility to install the Identity app on a mobile device or the Identity Guard Soft Token application on a computer, then you can purchase a Pocket Token device in one of our branches.
When you lost your only registered device, or it does not work anymore, download the Mobile Banking app on your new device and contact the bank for support.
You are locked out of Quick Login at the fifth (5th) invalid attempt.
You are able to reset your self-chosen 5-digit PIN by following the below actions:
You have 5 trials to enter your Quick Login PIN into the e-Code Generator. If you enter an invalid Quick Login 5-digit PIN at the e-Code Generator, an error message is shown that an incorrect PIN is entered. It also shows how many trial are left. After 5 incorrect trials, your e-Code Generator is locked for 60 minutes.
It will automatically unlock itself after 60 minutes.
Yes, the e-Code Generator on your mobile device does not need an Internet connection to work, and can be used offline without an active Internet connection.
The additional authorization is a result of ‘Smart Authorization’. With every transfer or payment that you initiate, the Bank performs a risk assessment. Based on the outcome, you will be allowed to submit the payment without any additional authorization, or you will be asked for additional authorization in the form of facial recognition, fingerprint scan or 5-digit PIN. In rare cases, if the risk conditions are deemed too high, you will be asked to contact the Bank for security purposes.
A risk assessment is an evaluation of some conditions that can represent a threat to the security of our customers when using the bank's online banking services.
Yes, this is correct and caused by the ‘Smart Authorization’ risk assessment. If this happens, simply approve the transaction with the additional authentication, like your Quick Login 5-digit PIN, Fingerprint scan or facial recognition.
Yes, when you save a payment or transfer as a pre-authorized template, you can make a transfer from this template without any additional authorization, just like before the e-Code (soft token) introduction.
If you didn’t activate e-Code (soft token) yet, nothing has changed on the Online Banking website and things are business as usual. After you have activated e-Code (soft token) either via the Mobile Banking app, the Self-Service Portal or in the branch, the Online Banking website will ask you for an e-Code number at every place where you normally would enter the three e-Pass values. This is the only change.
When you are using Online Banking on a computer, e-Code is not activated automatically. There are two ways to get e-Code.