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Frequently asked questions about Mobile Banking

General

  • Where can I find 'Manage' and 'Tools' in the menu?

    The Mobile Banking menu has been updated. The 'Tools' tab has been replaced with 'Self-service' and 'Manage' is now called 'Settings'. Read our tips to find out which useful features you can access from the menu.

  • How do I change the language to English, Spanish or German?

    • Tap 'Settings'.
    • Tap 'Change language'.
    • Tap English, Spanish or German.

  • I received a new debit card. How do I change the card number in the Mobile Banking app?

    If only the last digit changed, you can change the card number in the Mobile Banking app. Tap 'Manage'> 'Log in and Transfer' and then 'Change card number'. If the last 2 digits of your card number changed, delete your current registration and register again with your new debit card. You will need your e.dentifier.

  • One of my accounts is not displaying in my overview. How can I display them?

    Tap 'Manage' and then 'Manage account overview'. If you cannot see a specific account in your overview, you may not be authorized to use it. You can apply for authorization in Internet Banking.

  • How do I reverse a direct debit in Mobile Banking?

    You can have unauthorised direct debits refunded quickly and easily using the Mobile Banking app. Start the app and tap the account for which you wish to have a direct debit refunded. Tap the debit transaction followed by Refund. Confirm the order using your identification code. 

  • Why does the Mobiel Bankieren app need to access my 'Device ID' or 'Telephone, photos, media files and camera'?

    • The app needs to access your Device ID in order to register your device. This is one of the app's security measures. We will not only identify you by your identification code, but also by the device you use for your banking. You can only use the app if all of these details are correct. 

      If you have removed a device from the 'Device registration' list, you will need to re-register it if you want to use the app on that device again. More information about device registration.

    • The app requires access to your telephone so that you can call us directly from the 'Contact' page.

    • Access to your photos and media files is required to personalise your app with images, such as photos for your accounts or address book.

    • Access to the camera is required in order to use the acceptgiro scanner and for personalisation.

  • Is there also a new version of the app for BlackBerry and Windows Phone users?

    No, a new version of the app for BlackBerry and Windows Phone users is not yet available, and there are currently no plans to update it.

Logging in and registering

  • Can I add a user name after I've registered?

    Yes, you can add a user name later.

    • Go to 'Settings'.

    • Tap 'Edit profile'

  • Can I log into Mobile Banking on another device?

    If you have registered for Mobile Banking, you can use the app on all of your smartphones or tablets. Download the app and follow the below instructions.

    • Go to 'Log on'.

    • Tap the figure with the passport photo at the top right of the screen.

    • Tap 'Add user' at the bottom of the screen.

    • Tap 'Log on'.

    • Enter the number of the account and debit card that you used to register.

    • You can now log in with your user-defined identification code.

  • How can I log into Mobile Banking with another account number?

    If you would like to log into Mobile Banking with another account number:

    • Go to 'Log on'.

    • Tap the figure with the passport photo at the top right of the screen.

    • Tap 'Add user' at the bottom of the screen.

  • Can my partner use the app too?

    Yes, your partner can also use the app.

    • Go to 'Log on'.

    • Tap the figure with the passport photo at the top right of the screen.

    • Tap 'Add user' at the bottom of the screen.

  • How do I add a user to the app?

    It's easy to add a new user in Mobile Banking.

    • Start the app or log off if you are logged in.

    • Tap the figure with the passport photo at the top right of the screen.

    • Tap 'Add user' at the bottom of the screen.

  • How do I change my identification code?

    You can change your 5-digit identification code in Mobile Banking as follows:

    • Tap 'Manage'.

    • Tap 'Identification code' under 'Login and transfer'.

    • Enter your current identification code.

    • Enter your new identification code.

    • Confirm your new code with your e.dentifier.

  • I forgot my identification code. What should I do?

    If you forgot your identification code or entered the wrong code three times, you will have to reregister. Your old code will be replaced with your new code. You will need your debit card and e.dentifier.

  • How can I block the app?

    If you suspect or know that someone has been misusing your Mobile Banking app, you should immediately change your identification code or block your profile.

  • How do I delete the app?

    If you would like to stop using the Mobile Banking app, delete it from your smartphone or tablet. Remember to deregister in Internet Banking.

Frequently Asked Questions about device registration

  • What to do if your device is lost or stolen?

    In the event that a device gets lost or stolen or you no longer use the device, you should cancel the device registration. It will then no longer be possible to use the app on that device. This will prevent potential misuse. You can do this by removing the device from the list of registered devices. The list is available both in the app and on Internet Banking. To do this, go to 'Settings' > 'Registered mobile devices'.

    Please note: if you share the device with somebody else, you both need to cancel the registration.

    If you use the Stand-By Service, you can also cancel the registration by telephone. To do this, call the emergency line 0800 - 07 01 (gratis voor klanten die Stand-By Service hebben), or if you are abroad, call +31 20 651 59 27 (collect call mogelijk).

  • Can I use the app on another device as well?

    Yes, you can. You will, however, need to register on each device:

    • Start the app.
    • Select the photo icon in the top right-hand corner.
    • Select ‘Add user’.
    • Select ‘Log in’.
    • Enter the account number and card number used when you registered.
    • You can now log in using your personal identification code.
  • Why do I need to re-register my device?

    You may be asked to re-register your device. This may happen in the following cases:

    • You have removed and subsequently reinstalled the app. 

    • You are installing the app on a new device. 

    • You have removed your device from your list of registered devices using the app or Internet Banking. 

    • You have installed the app but it has been a year since you last used it on this device.

    • You have started using a new iPhone or iPad and restored a backup from the iCloud.


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  • Why does my device appear on the list of registered devices more than once?

    Each device registration is recorded in the list of device registrations. Sometimes you might see that your device appears more than once. This might be because you have removed and reinstalled the Mobile Banking app on this device. In doing so, you also re-registered the device.

    You can simply remove any registrations which appear twice on the list and keep only the registration with the most recent date.

  • Why is it only possible to register an Android or iOS device?

    You need to register your device in order to use the app's latest features securely. These new features are only compatible with iOS and Android devices. That is why you cannot register any other devices.

  • Do I also need to register my computer to use Internet Banking?

    We only need you to register your mobile device for the Mobile Banking app. You do not have to register your computer for Internet Banking.

  • What should I do if I don't want to register my device but still want to use the app?

    If you do not register your device, you can no longer log in to the Mobiel Bankieren app. You will still be able to manage your banking on Internet Banking on a PC or laptop.

  • I use Windows Phone. Can I still use the app on it?

    Unfortunately, support for the app on Windows Phones will be discontinued shortly. What do I do now? Information on how to proceed.

Questions about transferring funds without your e.dentifier

  • What if I would prefer to use my e.dentifier to transfer funds to previously unused accounts?

    • If you want to use your identification code to transfer funds to previously used accounts, but prefer the e.dentifier for transfers to unused accounts, you can change your settings as follows: 

    - Start the app and enter your identification code to log in.

    - Go to the ‘Settings’ tab.

    - Go to ‘Log in and transfer’ and tap ‘Transfer without e.dentifier’. 

    - Select ‘only previously used accounts’ and tap ‘Save’.

    • If you have re-installed the app or have a new device, you will need to re-register your device.
    • To change your settings later, select ‘Settings’ > ‘Log in and transfer’ > ‘Transfer without e.dentifier’.
  • What if I want to continue using my e.dentifier?

    You can change your settings as follows:

    • Go to 'Settings' > 'Login and transfer'> 'Daily limit', and set your daily limit to € 0,-.

  • Can I use Internet Banking to transfer funds to anyone without an e.dentifier?

    This transfer method is only available in the Mobiel Bankieren app. To use this method, you first need to register your device. Unfortunately, it is not yet possible to register computers. So you still need your e.dentifier to transfer funds to a previously unused account in Internet Banking.

  • Can I also make iDEAL payments without an e.dentifier?

    Yes, you can. You can confirm iDEAL payments for purchases at online shops offering iDEAL using just your identification code or your fingerprint if you have enabled the fingerprint feature, provided the amount does not exceed your daily limit. You need to have enabled the settings for transferring funds to all accounts without e.dentifier’ on your device.

  • Why does the Mobiel Bankieren app need to access my 'Device ID' or 'Telephone, photos, media files and camera'?

    • The app needs to access your Device ID in order to register your device. This is one of the app's security measures. We will not only identify you by your identification code, but also by the device you use for your banking. You can only use the app if all of these details are correct. 

      If you have removed a device from the 'Device registration' list, you will need to re-register it if you want to use the app on that device again. More information about device registration.

    • The app requires access to your telephone so that you can call us directly from the 'Contact' page.

    • Access to your photos and media files is required to personalise your app with images, such as photos for your accounts or address book.

    • Access to the camera is required in order to use the acceptgiro scanner and for personalisation.

Update

  • Will I lose my preferences after an update?

    If you personalized your accounts by adding a photo or a name, an update will not overwrite them. You will not have to reset your personal preferences.

  • Why do my accounts not look the same as in Internet Banking?

    You decide in each application which accounts you want to see and which you don't. You also determine the sequence in which you want to see them. These settings may be different in each of the apps.

Information about limits

  • What is the daily limit?

    The daily limit is the total amount that you can transfer with your identification code of your fingerprint if you have enabled the fingerprint feature per day to a beneficiary to whom you transferred money in the last 18 months. The maximum daily limit is € 5,000. You set your daily limit yourself. You can also use the app to transfer funds to previously unused accounts using your identification code or fingerprint. More information about transferring funds with or without your e.dentifier is available here.

  • How much money can I transfer with the app?

    The amount you can transfer depends on the account you are transferring the money from and the daily limit you set.

  • How much money does my daily limit allow me to transfer?

    You set your daily limit yourself. Your daily limit is at least € 0 and no more than € 5,000.

  • How do I manage my daily limit?

    Internet Banking: Log in with your identification code and click on 'Manage'. Under Identification Code, click on 'Change daily limit'. You need your e.dentifier to finalize the change.

    Mobile Banking: You can choose an amount between €0 and €750. You can use your debit card to withdraw cash up to a specific maximum amount. This is your debit card limit. There is a debit card limit for payments at a payment terminal and there is one for withdrawals from a cash machine. You can set these limits yourself:

    • Go to ‘Manage’.
    • Select the card for which you want to change the settings.
    • Tap ‘Debit cards’, followed by ‘Withdrawal limit’ or ‘Payment limit’.
    • Enter the limit amount.
    • Select ‘Temporary’ to set a start and end date for the change.
    • Select ‘Permanent’ to use the new debit card limit permanently.
    • Tap ‘Save’.
    • Confirm the change using your identification code, or the fingerprint feature if enabled.
    • The change will take immediate effect.

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