FAQ SECURITY & SERVICE

pushTAN and FIN

INFORMATION ABOUT
OUR AUTHENTICATION PROCESSES

pushTAN   Fin   mTAN

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pushTAN

General information about PSD2

PSD2, the latest version of the European Payment Services Directive, brings with it several innovations. The main aim of the new rules is to better protect consumers and,
among other things, to make European cross-border payment services more secure.
The adaptations accompanying PSD2 not only put consumer safety first,
they are even legally binding.
 

Authentication with a second factor  

According to the new Payment Services Directive, there is now an obligation to confirm
each login in banking by a second factor.

In order to make the banking login even more secure and comfortable, we have switched to an authentication method via our Fidor Smart Banking App, also known as the pushTAN procedure.
 

WHAT YOU WILL NEED FOR THE SWITCHOVER:

  1. Installation of the latest version of the Fidor Smart Banking App on your Smartphone.
  2. Ensure that Push-notifications are set to active via your device settings on your smart phone.
  3. Device Binding: Linking your Smartphone with Fidor Smart Banking.

Are you already using our Fidor Smart Banking App today?
If so, no further steps are necessary, you've received the update automatically.

There will be no change in the existing mTAN process if you are not using a smart phone but a regular mobile phone.  

Below you will find further information what is required for the switch and how to confirm your login. For this purpose, we have compiled some FAQ around our verification processes as well as a short demo video to guide you through:


Video

THIS IS HOW YOU CONFIRM THE REGISTRATION VIA FIDOR SMART BANKING APP (PUSHTAN):
 

 

1. Login on Fidor.de
2. Unlock your smartphone
3. Open Fidor Smart Banking App and log in
4. Confirm login
5. Ready

 

 

FAQ

If you are already a user of the Fidor Smart Banking App:
If you are already using the latest version of our Fidor Smart Banking App, you don't need to do anything else. You were automatically switched to pushTAN and will receive a pushTAN for the banking login in your app. No need to enter an mTAN manually, just swipe (wipe) to the right to log in.

If you are not yet a user of the Fidor Smart Banking App:
Simply download the Fidor Smart Banking App from the Apple Store or Google Play Store and log in with your banking login data. In the future, you will receive a pushTAN as a second factor in your app to verify yourself. To do so, you only have to log in to the Fidor Smart Banking App and swiping the displayed pushTAN to the right will release it.

  • The pushTAN procedure is even more secure than the mTAN procedure. A SMS can be intercepted or read by third parties, for example if there is a Trojan virus on the mobile phone. 
  • You do not need a mobile phone reception, just an internet connection (like WiFi or your mobile internet).
  • No more cumbersome and manual entry of the mTAN. Just swipe right to confirm your web login.

Do I have to set up anything in advance to receive a pushTAN?
You should use the latest version of the Fidor Smart Banking App, you can check this via the App Store or Google Play Store. You don't have to do anything else in banking.

The change of the pushTAN procedure only affects the banking login. For transactions we will continue to send you a mTAN. For transactions via the Fidor Smart Banking App, everything remains the same. The transaction will be authenticated by release-PIN and pushTAN.

Please check the following:
Have you already linked your smartphone with our Fidor Smart Banking App or have you completed the device binding procedure?
Please check with the help of your smartphone in the App Store or Google Play Store if you have installed the latest version of the Fidor Smart Banking App.
Do you have an internet connection?
We recommend to enable the Fidor Smart Banking App for push notifications.
For further assistance you can contact our customer service at
+49 89 189 085 233 (for private customers) and
+49 89 189 085 300 (for business customers).
 

Unfortunately this is not possible, you always need a smartphone and the latest version of the Fidor Smart Banking App for the pushTAN. If your device is not compatible with the Fidor Smart Banking App, we will send you an mTAN as usual via SMS to your mobile phone.

Please note:
If you have used a smartphone with the Fidor Smart Banking App after September 2019, you have already switched to pushTAN due to the device binding and will not receive any mTANs for the banking login on the web. 
If you have any problems, please contact our customer service at info@fidor.de with
your email address that corresponds to your account.

In order to use the pushTAN, some minor conditions must be met. Please check the following:
Did you already link your smartphone with our Fidor Smart Banking App or did you complete the so-called device binding?
Please check with the help of your smartphone in the App Store or Google Play Store if you have the latest version of the Fidor Smart Banking App installed.
Do you have an internet connection?
Please make sure to have push-notifications enabled on your device via your device settings. 
If you still face issues please re-install the App on your device. We recommend to delete cookies and the browser cache.
For further assistance please contact our customer service under
+49 89 189 085 233 (for private customers) and
+49 89 189 085 300 (for business customers) or write us an email at info@fidor.de
 
In order to process your issue request quickly please provide the following information:
  • Which smartphone hardware / device  type are you using?
  • Your current operating system version installed
  • The current smart banking app version installed
 

Without a new smartphone, you will not be able to log in because you lack the ability to authenticate yourself. If you obtain a new smartphone, you can, once again download the Fidor Smart Banking App and link your new device.

Please note:
In addition to a new smartphone, you will also need a new SIM card with your mobile phone number that corresponds to your account. Otherwise you will not be able to connect your phone again.

If you still have access to your old mobile number, change your mobile number in Banking in "Settings → Master data".
If you no longer have access to your old mobile number, please contact our customer service by email at info@fidor.de.

First, download the Fidor Smart Banking App from the App Store or Google Playstore. Log in to the app with your log in details from banking (email and password). Then the device binding process starts and we will send you an activation link via SMS to your mobile phone number. 

Please note:
The SMS activation link must arrive on the smartphone for which you want to use the Fidor Smart Banking App. After opening the SMS please click on the verification link.
 
There could be several reasons that the app is not working properly. This needs to be checked
on an individual basis. Therefore we would require your device information especially type
of device, the current installed operating system as well as the latest installed
Smart Banking app version on your phone. 
Please keep in mind that due to security reasons we are not allowing rooted or
modified devices for our app usage.
 
Please keep in mind that you have to be registered via a German Appstore account in order to download our Fidor Smart Banking App (GooglePlaystore / Apple Store).
 
No. The new web login verification will become effective for the account which is binded with our Banking App. The web login verification via mTAN for your other account remains unchanged. If a dual SIM-phone is used, only the phonenumber which is bindend with the Smart Banking App will be onboarded to the new verification process via pushTAN. 
 

To confirm the pushTAN in the app, please tap on the last received push message, otherwise the confirmation screen will not appear after logging in to the app.

After receiving and pressing the key or tab on the push message the app should open and you will be asked to log in.
If you are already logged into the app: Click on the last received push message. Afterwards, the share screen appears with the Swipe button to share the web login.
If you cannot see the push message, please check in your device as well as in the app whether you have allowed the display of the messages.
For Apple, also enable and allow all banner messages

If this does not work. Please try restarting the smartphone and log in again with the web browser to start the process again.

The Fidor Smart Banking App is currently only available in the App Stores of Apple and Google for the following countries:

  • Germany
  • Austria
  • Switzerland
  • Spain

To download or update, it is therefore necessary that you have a corresponding Google or Apple account in one of the listed countries or that you move your Apple or Google account in one of the valid countries.

Note: Both Apple and Google may use GPS or SIM data to verify that the account holder is from the country for which they are creating the store account. 

Are you using a device that you have modified yourself (jailbreak or rooted)? If yes, the Fidor Smart Banking App is unfortunately not supported on these modified devices for security reasons. 

We currently only support devices that are equipped with a Google or Apple operating system. 

You can use our Fidor Banking App on the most popular device models on the market without any problems. This applies for example to the current models of Samsung, HTC, Google, Sony and Apple.
Huawei devices are only supported to a limited extent: Some Huawei devices released after May 19, 2019, e.g. the Huawei P40, only support the Huawei App Gallery Store. With these devices, access to our App is not possible.

If you have no access to your account, please describe your problem by sending
an email to: kundenservice@fidor.de 

In this case you should restart your smartphone.
For Android devices it is also recommended to clear the cache first. 
 

We recommend the following:

  1. It is best to clear the cache of your web browser.
  2. Restart your computer and your smartphone. (Log in again afterwards and
    start the verification again)
  3. If that doesn't help: We recommend that you update your browser to the latest version.

Important note: The use of Microsoft Internet Explorer is not supported for security reasons.

Probably you have waited too long and you have to start the process again.

It is best to close the login window and start again.

Important note: The use of Microsoft Internet Explorer is not supported for security reasons and an error message may also appear.

Restart your smartphone and log on to the web again.
 
  1. Please delete the Fidor Smart Banking App from your device
  2. Reboot your Smartphone 
  3. Reinstall the app and perform the device binding

Please note: You have to allow the reception of push messages for the Fidor Smart Banking App and you have to enable all banner messages (for Apple iOS).

We can understand that the new procedure means a change.
Basically, the two-factor authentication via app is a technically more modern method for the security of your bank data than the use of mTAN. The verification via App or pushTAN protects the transmission of the second factor by means of an encrypted transmission, the device binding as well as your device and App password.

The majority of our customers already use the app in parallel to their web banking to access their Fidor account even more flexibly. For this reason, we have decided to give preference to the pushTAN procedure and to support only this procedure in the medium term.

We ask for your understanding.

In the medium term, you will need a compatible smartphone to get further access to your online banking, as we will rely completely on the pushTAN procedure in the near future.
 

Important note: The use of Microsoft Internet Explorer is not supported for security reasons. Our access works best with the latest version of the most popular Chrome, Firefox or Safari browsers.

We recommend the following procedure:
It is best to clear the cache of your web browser.
Restart your computer and your smartphone. (Log in again afterwards and start the verification again)
If that doesn't help: We recommend that you update your browser to the latest version.

Important note: The use of Microsoft Internet Explorer is not supported for security reasons. Our access works best with the latest version of the most popular Chrome, Firefox or Safari browsers.

We recommend the following procedure:

It is best to clear the cache of your web browser.
Restart your computer and your smartphone. (Log in again afterwards and start the verification again)
If that doesn't help: We recommend that you update your browser to the latest version.

This error is device-specific and occurs on a few devices with Google Android.

For device binding you will receive an SMS with a link that you have to click on to successfully connect the device to your account. Unfortunately some devices open a web browser with an error message instead of opening the Fidor Smart Banking App.

Some Fidor customers have solved this problem with an app like "Open link with". The app allows to open the Fidor Smart Banking App when clicking on the link. However, we cannot assume any liability for the use of such apps. 

Please restart your smartphone and computer and try again. 

Please note: Only the tap on the most recent push message allows to confirm the login, the messages sent before will lose their validity.

  1. Delete the Fidor Smart Banking App from your smartphone and restart the device
  2. Install the Fidor Smart Banking App again
  3. Perform a new Device Binding
  4. Please also delete the cookies from your browser and update your browser if necessary

If you have a modified one (e.g. gerootetet or jailbreak): The Fidor Smart Banking App is not supported on these modified devices for security reasons.

If a cookie deletion did not lead to the desired solution of the problem:

Please contact us at kundenservice@fidor.de and provide us with the following information so that we can check the cause:
- the manufacturer of the device with a specific device name
- the operating version installed on it
- the used App version
- the browser used and its version
- the concrete course of the error, if necessary with screenshots

Are there any costs related to the new pushTAN-service?

No, this service is completely free of charge.

FIN

The (F)idor (I)dentification (N)umber is an individual 6 digit verification code composed by numbers, letters and special cases, which has to be set by the customer during the account opening.

The FIN is required for several self service requests (mostly change of customer data) from the customer. The FIN is required as well to authenticate the customer on our call center support hotline. It is important to treat the FIN with high confidentiality and not to be shared with anybody else.

You can easily request a FIN reset via your online banking --> settings --> bank account, if you have lost it or simply forgotten your FIN. We process the reset for you in order to create a new FIN. A dedicated service fee will be charged for resetting your FIN. This can be found in our pricing list.

Please contact our customer support center via Email at info@fidor.de. We are happy to guide you through the next steps.

mTAN

A mTAN, called a mobileTAN or smsTAN will be sent via SMS to customers with a Fidor Smart Account. After submitting a transaction via online banking a dedicated SMS is sent to your mobile device. The embedded TAN is used to confirm the transaction.
To increase security and convenience within our banking environment we are changing our banking log-in to a authentication process via our Fidor Smart Banking App - pushTAN.
We recommend to switch to our new pushTan-procedure - you may find all relevant information
to change here.

If you submit a transaction (e.g. a Sepa transfer) a mTAN is required to confirm this transaction. This is received on your mobile device. If you insert your mTAN three times incorrectly, the mTAN expires and you will receive a new one. Due to security reasons mTAN validity is timely restricted.

Do you have further questions?

We are happy to assist you.

You may reach our customer Service from Monday to Friday 08:00 a.m until 06:00 p.m. via email: info@fidor.de or via phone: +49 89 189085233

Currently we have extended our service hours throughout the weekend on Saturday, Sunday as well as on public holidays from 09:00 a.m. until 06:00 p.m.