Troubleshooting log-in problems

Read on to find out what to do

You can log in using the yellow button in the top right-hand corner of all of our webpages. If you have been reading a webpage, the yellow log-in button may have slipped out of sight. To get it back:

  • Click anywhere on the page.
  • Go up using the arrows or the Page Up button.
  • You can also press Ctrl + Home at the same time.
  • Click the yellow log-in button.

If you still can’t see the button, try the next solution or log in here.

If you enter an incorrect PIN three times on your e.dentifier, your PIN will be blocked. Take the following action:

  • 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. 
  • If you've forgotten your PIN, find out what your options are.

Your identification code has probably been blocked. This happens automatically if you enter it incorrectly three times. Do the following to fix it:

If you are using the e.dentifier for the first time, proceed as follows:

  1. Click the log-in button, which is in the top right-hand corner of all our webpages. 
    Klik op de inlogknop. Deze vindt u rechtsboven op al onze webpagina's.  

  2. Click the e.dentifier image 
    Klik op het plaatje met de e.dentifier 

  3. Enter your account number and card number 
    Vul uw rekeningnummer en pasnummer in 

  4. - Insert your debit card into the e.dentifier  
    - Press 1 for 'Inloggen' [Log in] on your e.dentifier  
    - Enter your card's PIN on the e.dentifier  
    - Press OK on the e.dentifier  
    - The response will appear on the e.dentifier 
    Stop uw betaalpas in de e.dentifier en volg de stappen 

  5. Enter the digits from the response on your computer 
    Vul de cijfers van de respons in op uw computer  

  6. Click 'Next'. You are now logged in. 
    Klik op 'Volgende'. U bent nu ingelogd. 

  7. Once you're done with 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, which is always located in the top right-hand corner of the screen. 
    Klaar met Internet Bankieren? Log dan altijd uit

There are various possible reasons for this. Try the next solution.

  • You can use an e.dentifier belonging to someone else, such as your partner. 
  • You can also order a new e.dentifier. You will receive the e.dentifier in 1 or 2 working days.

We're sorry to hear that. Luckily, you will often be able to troubleshoot this yourself.

Error message Solution
BATTERY WARNING

This means that the battery is almost empty. Use a different e.dentifier or order a new one.

CARD ERROR
  • Your debit card might not have been inserted in the e.dentifier correctly. Reinsert your card in the e.dentifier, or clean your debit card’s chip (the ‘gold’ square) carefully with a dry cloth.
  • The card slot may be dirty or jammed. Blowing it clean may help. 

If none of this helps, your card is probably broken. Find out how to request a new card straight away.

Pincode geblokkeerd [PIN blocked]

If your e.dentifier displays the warning 'pincode geblokkeerd' [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. 
  • If you've forgotten your PIN, find out what your options are.
Respons is foutief, u hebt een nieuwe code [Response is invalid, you have a new code]

You've probably entered an incorrect response code. Press 'OK' on your e.dentifier and complete all the steps again using the new code.

U heeft nog één poging om de juiste pincode in te toetsen [You have one attempt left to enter the correct PIN]

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

We're sorry to hear that. Luckily, you will often be able to troubleshoot this yourself.

Error message Solution
The account number and card number entered do not provide access to Internet Banking

Please check the following:

  • Have you entered the correct account number and card number?
  • Have you used the card that belongs to the account number you have entered?
  • If you have received a new debit card you will first need to activate your card. You can then enter your new card number.
  • Have you entered the response code correctly?

 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.

Messages starting with 'MESSAGE_SEC' or 'MESSAGE_WEB'

If you see one of these messages, there probably is a technical issue with Internet Banking. These messages are usually only displayed when you log in or send an order. 

  • Try logging in again later
  • If you have issued payment orders, you can check your account overview to see whether they have been processed.

Has the problem been solved?

 

Yes, it has

Great! You can now get back to your Internet Banking.

No, it has not

Try the next solution.