Frequently Asked Questions
Cynergy Bank Authenticator App
Before you can use the App, you’ll need to register it. View our guide to registration here.
You can download a PDF version of the registration guide here.
Once registered, you can use the App in two ways:
When using our Notifications service:
Select ‘Notification’ as your preferred method of authentication in Online Banking.
You will have received a Notification to your registered device.
Click on the notification to be taken to the Authenticator app.
Enter your 4-digit PIN or use the biometrics (this is what you have just set up).
Upon completion, you will see the confirmation in Online Banking.
When using the Authentication Image:
Select ‘Authentication Image’ as your preferred method of authentication in Online Banking.
If you are using Online Banking and the Authenticator app on the same device (i.e. mobile/tablet), you can tap the Authentication image.
If both are on two devices you will need to open your Authenticator app and scan the image instead.
Using the same device
Tap the authentication image. This will open your app.
Enter your 4-digit PIN or use the biometrics.
Upon completion, you will receive confirmation in Online Banking.
Using two devices
Open your Authenticator app and scan the image.
Once scanned successfully, enter your 4-digit PIN or Biometrics into the app to authenticate the request.
Upon completion, you will receive confirmation in Online Banking.
Yes, once the new ‘Cynergy Bank Authenticator’ App is available, you’ll need to download it to your smartphone or tablet. Once you’ve done this:
Log in to Online Banking and follow the simple on-screen steps to register your App.
Once registered, you need the App to authenticate when you log in to Online Banking, make withdrawals and certain other requests via Online Banking.
Please view our step-by-step guide to registering the Cynergy Bank Authenticator App here.
Yes, you only need one device to register. However, before you can use the App, you’ll need to register it.
View our guide to registration here.
Once registered, you can use the App in two ways:
When using our Notifications service:
Select ‘Notification’ as your preferred method of authentication in Online Banking.
You will have received a Notification to your registered device.
Click on the notification to be taken to the Authenticator app.
Enter your 4-digit PIN or use the biometrics (this is what you have just set up).
Upon completion, you will see the confirmation in Online Banking.
When using the Authentication Image:
Select ‘Authentication Image’ as your preferred method of authentication in Online Banking.
If you are using Online Banking and the Authenticator app on the same device (i.e. mobile/tablet), you can tap the Authentication image.
If both are on two devices you will need to open your Authenticator app and scan the image instead.
Using the same device
Tap the authentication image. This will open your app.
Enter your 4-digit PIN or use the biometrics.
Upon completion, you will receive confirmation in Online Banking.
Using two devices
Open your Authenticator app and scan the image.
Once scanned successfully, enter your 4-digit PIN or Biometrics into the app to authenticate the request.
Upon completion, you will receive confirmation in Online Banking.
1: Reset Your Registration: You must reset your registration using the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section ‘Trouble logging into Online banking’, that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
Note: We strongly recommend that you never share your digicode, passcode or password with anyone.
2: Reinstall the Authenticator App: After you have reset your registration, you can reinstall the Authenticator App on a new device if needed. Make sure you’ve downloaded the latest version of the App available to your new device before you attempt to re-register.
If you've upgraded or replaced your smartphone or tablet and restored your apps using a backup on your new device, your Authenticator App won't work the same way. To fix this, follow these steps:
1: Delete the restored Authenticator App from your new device.
2: Reinstall the Authenticator App on your new device by downloading it directly from your new device’s App store.
3: Reset your registration using the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section, ‘Trouble logging into Online banking’ that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
4: After that, re-register your Authenticator App on your new device.
If you have forgotten your PIN for the Authenticator App, you will need to reset your app registration as well as the Authenticator App itself on your device. You can reset your App registration at any time on Online Banking by following the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section ‘Trouble logging into Online banking’, that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
Reset Your Authenticator App: Open your App and click on the cog icon at the top right-hand corner. Select ‘Reset Authenticator’ and then tap ‘Yes’ to confirm. This will then complete the reset process.
When you next log in to Online Banking, you will need to re-register your App and can set up your memorable PIN.
Note: We strongly recommend that you never share your passcode with anyone.
You must reset the registration on your original device on Online Banking by following the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section ‘Trouble logging into Online banking’, that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
When you have completed the reset, you will be prompted to register your new device the next time you log in to Online Banking.
Make sure you’ve downloaded the latest version of the App available to your new device before you attempt to re-register.
If you’re having issues with the App, you can reset the registration of your App at any time on Online Banking by following the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section ‘Trouble logging into Online banking’, that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
When you next log in to Online Banking, you will need to re-register your device to use Online Banking again.
Make sure you’ve downloaded the latest version of the App available to your new device before you attempt to re-register.
If you continue to have issues with your device, please contact Customer Services.
If you accidentally deleted the Authenticator App, you will need to reset the registration of your device on Online Banking by following the instructions below:
Go to the Online Banking homepage, where there is a link to reset the ‘Authenticator App / Digipass® reset’ under ‘Important information’ in the section, ‘Trouble logging into Online banking’, that can be found at the bottom of the Online Banking log in section.
You will then be directed to input your user ID and passcode to log in.
Click ‘Request one-time passcode’ to confirm you want to reset your App. Input the code you receive by text and select continue.
Confirm you want to reset your App by clicking ‘Confirm reset’
When you next log in to Online Banking, you will need to re-register your device to use Online Banking again. You will need to have two devices available in order to register your device.
Make sure you’ve downloaded the latest version of the App available before you attempt to re-register.
Ways you can contact us
Phone us
0345 850 5555 (or +44 (0) 20 3375 6422 if you're calling from outside the UK)