My computer doesn’t recognise the security key. What should I do?

Check the USB port, update your browser and perhaps try another device.

I’ve forgotten my PIN. What should I do?

If you forget your PIN, you can request a new one on the PIN reset page .

If the box is damaged, does this mean that my security key has been hacked?

No, damage to the packaging does not mean that the security key has been hacked. The key is not linked to you or your personal details until you register it during the set-up process. Nobody can use your security key until it’s been registered.

The packaging has been damaged or you’re uncertain about the security

If so, call our Contact Centre on 0900 0024 (usual call charges apply). We’ be happy to help and replace your key if necessary.

I can’t register my security key. What should I do?

The page Register your security key gives a step-by-step guide to registering the security key. If you need help, call our Contact Centre on 0900 0024 (usual call charges apply). We’re always happy to help.

How do I change the email address linked to my security key?

In Internet Banking, go to Profile at the top right of your screen. Under Security, click Change your email address for your profile. The next time you log in with the security key, enter your new email address.

Do I have a warranty on the security key if it doesn’t work?

Is your security key not working and did it break within 60 days of ordering? Then you can request a new security key free of charge. If your security key broke outside the warranty period, you can order a new one at your own expense. Please call our dedicated customer service number: +31 20 517 60 76 (on weekdays from 9.00 AM to 5.00 PM, standard call charges apply).

Problems with your security key

Getting help

If you’ve forgotten the PIN for your security key, lost the key or it’s not working, we’re always happy to help. First choose what we can help you with.

Forgotten the PIN for the security key

If you’re not sure which operating system you use, check the logo when you boot up your computer: if you see a colourful square divided into 4 blocks, you’re using Windows.

Step-by-step guide for Windows

If you’re not sure which operating system you use, check the logo when you boot up your computer: if you see an apple logo, you’re using an Apple computer.

Step-by-step guide for Apple