If you have a smartphone, our Authenticator App is the easiest way to authenticate your actions on your Online Banking.
Here you can find:
Registering your Authenticator App
What you'll need
The ‘Cynergy Bank Authenticator’ App – This is the app that you must have installed on your smartphone or tablet. (Download the ‘Cynergy Bank Authenticator’ App to your smartphone or tablet from your device’s corresponding app store. If you already have the app installed on your device, please check that it’s been updated to the latest version available)
A UK registered mobile number – This must be the mobile number associated with your account
Your device will need to be connected to the internet to complete the registration process.
Ensure that the ’Allow Notifications’ option on your device is switched on. You can check this in the ’Settings’ section of your device.
Please note that you can only download the Authenticator App to one device, but the Authenticator App can be used for all your accounts and, where applicable, User IDs.
Before you register your app, log into Online Banking
Open https://www.cynergybank.co.uk and access Online Banking via the 'Log in' button at the top right of the page.
Enter your User ID and passcode.
On the next screen, enter the One Time Passcode when requested and click 'Confirm'.
On the next screen, click on the button ‘Start Registration’
You will then have the option to complete the registration either by:
Entering a Registration ID and Activation Password, OR
Using a Registration ID and Activation Password
Note: The Registration ID and Activation Password will be sent to you as a text message to your registered mobile number once you click ‘Start Registration’.
Please contact the Customer Service team if you have recently changed your mobile phone number and haven't informed us.
If you do not receive the text message, you can request for a new one to be sent via the Online Banking screen. Alternatively, you can use the Registration Image to register by selecting ‘Having trouble using the Identifier and Password?’ on the Online Banking screen and following the steps listed below in ‘Option 2: ‘Using a Registration Image’.
If you are accessing Online Banking using the same device your Authenticator App is installed on, simply click on the registration link shown on the Online Banking ’Start Registration’ screen.
Or
If you are using a separate device, open the Authenticator App on that device.
Select ‘Enter Registration ID and Activation Password’.
Enter the Registration ID.
Enter the Activation Password.
Once you have entered the details above, the Authenticator App will ask you to:
Create a memorable 4-digit PIN number.
Choose if you’d like to use biometric identification instead of the 4-digit PIN number (Note: This will only apply if your device is enabled for biometric identification).
You’ve completed registration!
To complete the activation process, please close and reopen the Authenticator App.
In the Authenticator App, the ‘Home’ screen will display a ‘Registered authenticator’ message.
To use the Notifications service, please ensure that the ‘Allow Notifications’ option is switched on. (You can check this in the ‘Settings’ section of your device).
When you visit the Online Banking webpage, you will be automatically re-directed to a screen confirming that your registration was successful.
Using a Registration Image
Select the ‘Having trouble using the Identifier and Password?’ option on the Online Banking screen.
Open the Authenticator App and tap the ‘Scan registration image’ button. The camera on your device will now open. (Note: You will be required to grant the Authenticator App permissions to use the camera function.)
Point the camera at the image displayed on the Online Banking screen, ensuring that the full image is captured.
Once the image has been scanned, the Authenticator App will ask you to:
Select a memorable 4-digit PIN number.
Choose if you’d like to use biometric identification instead of the 4-digit PIN number (Note: This will only apply if your device is enabled for biometric identification).
You’ve completed registration!
To complete the activation process, please close and reopen the Authenticator App.
In the Authenticator App, the ‘Home’ screen will display a ‘Registered authenticator’ message.
To use the Notifications service, please ensure that the ‘Allow Notifications’ option is switched on. (You can check this in the ‘Settings’ section of your device).
When you visit the Online Banking webpage, you will be automatically re-directed to a screen confirming that your registration was successful.
Authentication using your App
You can log in to Online Banking from the same device the app is installed on and authenticate any actions from the same device.
You can also log in to Online Banking using an alternative phone, tablet or computer and use the Authenticator App to authenticate any actions you want to make.
Setting up 'Notification' as your preferred authentication method
To use the Notifications service, please ensure that the ‘Allow Notifications’ option is switched on for the Authenticator App in your app settings on your device. You can check this in the ‘Settings’ section of your device.
Step 1: Select ‘Notification’ as your preferred method of authentication.
You will then receive a notification directly your device screen.
Step 2: Tap the Notification on your device screen to open the Authenticator App.
Details of the request will be presented on your Authenticator App screen. You will be presented with the option to ‘Deny’ or ‘Accept’ the transaction.
Step 3: Select to ‘Accept’ the transaction.
You will now be asked to enter your memorable 4-digit PIN number or biometric identification.
Step 3: Enter your 4-digit PIN or verify biometric identification.
On your Authenticator App, enter your memorable 4-digit PIN number or verify the biometric identification if this was set up at the time of registration
.
You will know that your action has been successfully completed once you see the confirmation screen on Online Banking.
Setting up 'Authentication Image' as your preferred authentication method
Begin the transaction in Online Banking.
1. Select ‘Authentication Image’ as your preferred method of authentication.
2. Tap the authentication image
If you are accessing Online Banking on the same device as the Authenticator App, tap the Authentication Image in Online Banking when it appears. This will trigger the Authenticator App to open.
Or
If you are using separate devices, open the Authenticator App on the relevant device and tap on the button ‘Scan an Authentication Image’. Make sure you've granted the Authenticator App permission to use the camera function
Point the camera at the image displayed on the Online Banking screen, ensuring that the full image is captured.
Scan the authentication image. Details of the request will be presented on your Authenticator App screen. You will be presented with the options to ‘Deny’ or ‘Accept’ the transaction.
3. Select to ‘Accept’ the transaction. You will now be asked to enter your memorable 4-digit PIN number or biometric identification.
4. Enter your 4-digit PIN number or verify biometric identification.
On your Authenticator App, enter the memorable 4-digit PIN number, or verify the biometric identification if this was set up at the time of registration.
After successful verification, you will be automatically taken back to Online Banking.
Troubleshooting
If you're having trouble registering your device or authenticating an action, check these points before you attempting the action again:
If your device is telling you to try the action again:
Check your internet connection is strong enough and try moving to another room or waiting a few minutes before attempting the transaction again.If you’re having issues downloading the App:
Check your device is compatible (any smartphone or tablet that uses operating systems iOS 8.0 onwards or Android 4.1 onwards are compatible)If you’re having issues with scanning the Authentication code:
Check your device has got permission to access the camera. Go to your settings and ensure that the camera permissions are 'ON' for the Cynergy Bank Authenticator AppIf you're having issues with the authenticator on your device:
Have you upgraded/changed your device recently? If so then you'll need to reset your app and then register your new device. See Authenticator App FAQsIf you’re having issues logging in using the App:
Is the device you are using only being used by you? You cannot share your device with others to access Online Banking so make sure you are the only one who has registered the App to your device.If you’re having issues with authenticating and logging in on the same device:
Check your device on Private Browsing or Incognito mode. You can change this on your browser settings and ensure this is not selected.If you’re having general issues with the App:
Check that you’re using latest App software – Go to your App settings and check that you are using the latest version of the Cynergy Bank Authenticator App.Reset Your Registration:
To reset your registration, please contact our Customer Service team.
Ways you can contact us
Phone us
0345 850 5555 (or +44 (0) 20 3375 6422 if you're calling from outside the UK)
