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.
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.
Log into Online Banking
Go to the Online Banking login 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, complete the registration by scanning a Registration Image
Open the Authenticator app and tap the ‘Scan registration image’ button. The camera on your device will now open. (You need to grant 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.
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!
You will know the registration has been successful if, in the Authenticator app, the ‘Home’ screen of the app displays a ‘Registered Authenticator’ message.
Close and reopen the Authenticator app to get started.
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
Once you have registered the Authenticator 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.
Using the Notifications service
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.
Begin the transaction in Online Banking and...
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.
Using the Authentication Image
Begin the transaction in Online Banking and...
Step 1: Select ‘Authentication Image’ as your preferred method of authentication.
Step 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.
Step 3: Select to ‘Accept’ the transaction.
You will now be asked to enter your memorable 4-digit PIN number or biometric identification.
Step 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.
That’s it – you’ve completed your transaction in Online Banking!
You will know that your action has been successfully completed once you see the confirmation screen on Online Banking.
If you encounter any issues during the registration or authentication process, please contact our Customer Service team.
Troubleshooting
Make sure you check through our key troubleshooting tips below before you attempt the action again:
My device is asking me to try repeating a step I have already taken: Check your internet connection is strong enough and try moving to another room or waiting a few minutes before attempting the transaction again.
I’m having issues downloading the Cynergy Bank Authenticator 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)
I’m 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 app
I’m having issues with the Authenticator on my device: Have you upgraded/changed your device recently? If so then you'll need to reset your app and then register your new device. Details on how to do this are included in the Authenticator app FAQs or download our .
I’m having issues logging in using the Cynergy Bank Authenticator 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.
I’m 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.
I’m having general issues with the Cynergy Bank Authenticator app: Go to your App settings and check that you are using the latest version of the Cynergy Bank Authenticator app.
I’d like to reset my Registration: To reset your registration, 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)
