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.
Until now, Fidor has ensured this rule by entering an mTAN after the banking login.
 

This will change from mid August:

In order to make the banking login even more secure and comfortable, we are now switching 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.
The update will become effective by August 20th, 2020 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 in the future. For this purpose, we have compiled some FAQs 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 will automatically be 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. - An 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 an 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 e-mail 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 e-mail 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 (e-mail 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. 
 

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.