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 Online Banking and the App on the same mobile device:
Simply tap the authentication image displayed in Online Banking. This will open your App and you’ll be asked to enter your app PIN. Once entered the App will auto-fill the authentication code in Online Banking for you. Once this is done, simply tap ‘Confirm’ in Online Banking to complete the transaction. View our step-by-step guide to authentication on a single device here.
When using Online Banking and the App on two different devices:
Use the App (on your smartphone or tablet) to scan the authentication image displayed in Online Banking (on your laptop or desktop). Once you have scanned the image successfully the App will display an authentication code that you will need to enter into Online Banking to complete the transaction. View our step-by-step guide to authentication on multiple devices here.
You can download the App to any smartphone or tablet that uses the iOS or Android operating system. The App is available to download for free on the Google Play store or the Apple App store.
We strongly recommend that you do not download the App from any other store or website.
You can download the App to any smartphone or tablet that uses operating systems iOS 8.0 onwards or Android 4.1 onwards. We always recommend that you use the latest iOS or Android versions on your mobile devices.
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. Bear in mind that you will need to have two devices available for the registration process.
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.
2: Reinstall the Authenticator App on your new device.
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.
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 (on a different device – ideally a laptop or desktop) 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.
You’ll only be able to register the App, and use it, on a single device, for example, your smartphone or tablet.
Yes, the new App will be registered to you as an individual and the same App can be used across all your accounts with Cynergy Bank.
No, the new App will be registered to you as an individual. Each account holder will need to register and use their own App to access Online Banking.
Before you can use the App, you’ll need to register it. You’ll need two devices to register – one (a desktop or laptop) for Online Banking and the other (a mobile phone or tablet) to scan the registration images we will display in Online Banking. View our guide to registration here.
Once registered, you can use the App in two ways:
When using Online Banking and the App on the same mobile device:
Simply tap the authentication image displayed in Online Banking. This will open your App and you’ll be asked to enter your memorable App PIN. Once entered the App will auto-fill the authentication code in Online Banking for you. Once this is done, simply tap ‘Confirm’ in Online Banking to complete the transaction. View our guide to authentication on a single device here.
When using Online Banking and the App on two different devices:
Use the App (on your smartphone or tablet) to scan the authentication image displayed in Online Banking (on your laptop or desktop). Once you have scanned the image successfully the App will display an authentication code that you will need to enter into Online Banking to complete the transaction. View our guide to authentication on multiple devices here.
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. You will need to have two devices available for the registration process.
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. You will need to have two devices available for the registration process.
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. You will need to have two devices available for the registration process.
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.
Yes, if you don’t have a smartphone or tablet you will need the new, upgraded version of our Digipass®.
It’s a small device, about the size of a large matchbox, that you can use instead of our App to authenticate when using Online Banking.
You can order one from our Customer Service team.