Frequently Asked Questions about logging in

How does it work?

There are two ways to log in to Internet Banking: using your identification code, or with an e.dentifier. Find out more about logging in to Internet Banking.

If you are finished using Internet Banking, be sure to always log out. This helps prevent others from gaining access to your bank details. To log out, click the 'Log out' button. This button is always located in the top right-hand corner of the screen.

We recommend that you always log out. If you do not log out yourself, you will automatically be logged out of Internet Banking after 20 minutes of inactivity.

About the e.dentifier

Follow these steps if you are using the e.dentifier for the first time:

  • Click 'Log in' on the left-hand side
  • Click on the e.dentifier image
  • Insert your card into the e.dentifier
  • Follow the on-screen instructions

Your e.dentifier may come with an USB cable. However, you do not need this cable and you can use your e.dentifier straight away without having to install any software. E.dentifier software is now only required for large business payment orders. If you still wish to use the e.dentifier with a USB cable, you can download the software for business customers.

You may have entered an incorrect code. Press OK on your e.dentifier and complete all the steps again using the new code.

This warning means that the battery is almost empty. In this case, you can request a replacement e.dentifier. You will receive your replacement e.dentifier within 3 to 5 working days.

This warning is displayed when you enter the incorrect PIN twice. You then have one attempt left to enter the correct PIN. If you enter the incorrect PIN on your third attempt, your card will be blocked. If you have forgotten your PIN, find out what your options are (in Dutch).

 If your e.dentifier displays the warning 'PIN blocked', you have made three failed attempts to enter the correct PIN.

  • If you know the correct PIN, go to a cash machine and check your salary or withdraw money from your account. Your PIN will then be unblocked straight away.
  • Forgotten your PIN? Find out what your options are.

It may be the case that your debit card has not been inserted in the e.dentifier correctly. The card slot may also be dirty. Blowing it clean may help, as may cleaning your debit card's chip (the 'gold' square) carefully with a dry cloth. If none of this helps, your card is probably broken. Find out how you can request a new card straight away.

Problems logging on

Check that you have entered the correct details in the log-in screen:

  • Do the account number and card number match?
  • Have you used the card that belongs to the account number you have entered? If the message continues to appear after you have carried out these checks, please call us on 0900 - 00 24 (usual call charges apply). Our staff will help you find out why your card has been blocked.

You may see the following message when you try to log in to Internet Banking: 'You cannot log in with these details. Please verify that you have correctly entered your account number, card number and response code'. In this case, please check that you have done the following:

  • Enter the correct account number
  • Enter your debit card number. Please note: if you have received a new debit card, you will first need to activate your card. You can then enter your new card number
  • Enter the correct response code

Error messages beginning with 'MESSAGE_SEC' or 'MESSAGE_WEB' (followed by a number) are displayed when there is a technical problem in Internet Banking. These messages are usually only displayed when you log in or send an order. Please try logging in again later. If you have issued payment orders, you can check in your account overview whether these have been processed.