FAQFrequently Asked Questions
Cynergy Bank Digipass®
Just click on the question you are interested in below.
No, the Authenticator App will be available to all business and personal customers, whether you use a Digipass® or not. If you’d prefer to keep using a Digipass® you’ll need to request the upgraded version of our Digipass®.
You can order one from our Customer Service team.
You will need to use your existing Digipass® to complete the registration process for either the new Authenticator app or our upgraded Digipass®. Once you have completed registration on Online Banking you’ll be able to dispose of your old Digipass®. Please treat this as electronic waste.
Yes, the new Digipass® will be registered to you as an individual and the same App can be used across all of your accounts with Cynergy Bank.
No, the new Digipass® will be registered to you as an individual. Each account holder will need to register and use their own Digipass® to access Online Banking.
If you have forgotten your PIN, you can reset your Digipass® at any time on Online Banking by following the instructions below.
- Go to the Online Banking homepage, where there is a link to ‘Authenticator App / Digipass® reset’ under the 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 Digipass®. Input the code you receive to your phone and select continue.
- Confirm you want to reset your Digipass® by clicking ‘Confirm reset’
- Open your Digipass® to confirm whether the reset is complete when you see ‘To activate, please log into Online Banking’. If you do not see this message, use the arrow key to scroll to the ‘Delete Activation’ and press ‘OK’. Press ‘Yes’ when you see the warning message. This will complete the reset process and you will see a success message. Press ‘OK’ and ‘Return’ to go back to the home screen.
When you next log in to Online Banking, you will need to re-register your Digipass® and can set up a new memorable PIN.