Frequently Asked Questions
Strong Customer Authentication for Online Banking
Banks across Europe have introduced additional security for online transactions, known as Strong Customer Authentication (SCA). This means you may be asked to provide an additional authentication code when using Online Banking to verify it’s you logging in or completing a transaction.
The additional security has been introduced to help protect you and your money when online and to help fight fraud.
The new rules apply to banks across Europe.
From 14 March 2020, users will no longer be able to access to our Online Banking using just their User ID and passcode.
The new security measures apply to all users of our online services.
No, for the time being, these changes only affect Online Banking users.
Online Banking users will need to either use the free Cynergy Bank Authenticator or Digipass® when logging in when logging in and making certain transactions through Online Banking.
You can find more information on the following sites:
Cynergy Bank Authenticator App
The Cynergy Bank Authenticator app is a mobile application that provides an extra layer of security when you use Online Banking by using two-factor authentication.
You will need to use the Cynergy Bank Authenticator app to log in to and approve activity within Online Banking.
You can approve Online Banking log ins and activities with the Cynergy Bank Authenticator app using one of the following methods:
Push Notifications
You will receive a push notification to your registered mobile device. By tapping on the push notification on your device, you will be taken to the Cynergy Bank Authenticator app where you can approve the activity.
Please ensure that you have the latest version of the Cynergy Bank Authenticator app and have enabled notifications by checking your app settings.Authentication Image
You can scan or tap an Authentication Image to approve the activity.
Yes. After downloading the Cynergy Bank Authenticator app and installing it on your mobile device, you must register it before you start using it to approve Online Banking logins and activity.
When you log in to Online Banking for the first time after opening your account, or if you already have an existing account but haven’t set up the Cynergy Bank Authenticator app, simply follow the on-screen instruction to register the Cynergy Bank Authenticator app to your mobile device. You will be asked to set up a 4-digit PIN or enable biometric authentication (e.g. Face ID or Touch ID), in order to approve requests.
You can also download our for step-by-step instructions.
Yes. As long as the Cynergy Bank Authenticator app is downloaded and registered on a mobile device that meets our system requirements.
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.
Push Notifications is a two-factor authentication method used to approve Online Banking log in and/or activities, using the Cynergy Bank Authenticator app. If you select Push Notifications, you will receive a notification on the device that the Cynergy Bank Authenticator app is registered on.
You can only use Push Notifications if you have the latest version of the Cynergy Bank Authenticator app and have enabled notifications. Please check your mobile device’s relevant App store and turn on notifications in the app settings.
To use Push Notifications
When prompted, select ‘Push Notifications’ as your preferred authentication method in Online Banking
You will receive a push notification to your registered mobile device
Tap on the push notification to be taken to the Cynergy Bank Authenticator app
Select ‘Accept’ to approve the request
Enter your 4-digit PIN or use biometric authentication, if you have enabled this
On completion, you will see the confirmation on the Online Banking page.
Depending on your internet connection speed, there might be a slight delay in receiving notifications on your mobile device and confirmation on the Online Banking page.
Authentication Image is a two-factor authentication method used to approve Online Banking log in and activities, using the Cynergy Bank Authenticator app.
If you select Authentication Image, you can either tap on the Authentication Image displayed on screen (if you are accessing Online Banking on the same mobile device the Cynergy Bank Authenticator' app is registered on), or open your Cynergy Bank Authenticator app to scan the authentication Image displayed on screen (if you are using a separate device to access Online Banking).
To use Authentication Image
When prompted, select ‘Authentication Image’ as your preferred authentication method in Online Banking.
If you are accessing Online Banking on the same device and same mobile device the Cynergy Bank Authenticator app is registered on, simply tap on the Authentication Image.
OR
If you are using a separate device to access Online Banking, open the Cynergy Bank Authenticator app to scan the Authentication Image displayed on screen.
Select ‘Accept’ to approve the request
Enter your 4-digit PIN or use biometric authentication (if enabled).
On completion, you will see the confirmation on the Online Banking page. Please note that depending on your internet connection speed, there might be a slight delay.
Cynergy Bank Digipass®
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.
Step-by-step instructions for registering your Cynergy Bank Digipass® are here on our website, and also available as a PDF— (PDF).
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® by calling our Customer Services Team on 0345 850 5555.
Please call our Customer Services Team to re-register your lost Digipass® and order a new one. Once the new Digipass® has arrived, you’ll be prompted to register your new Digipass® – simply follow the on-screen instructions.