Please check whether your problem is listed here before calling our free service hotline:
 

• My user ID was not accepted and/or I received an error message saying ‘Unknown user ID’
  
  You have accidentally entered/added an invalid character before or after your user ID. The user ID should only consist of an 8-digit number and can only be found in your invitation email.
   
• I received an error message when scanning the QR code / confirming my login
  
  This error may occur for a number of reasons:
  
  1) You entered an incorrect user ID (by mistyping, swapping digits, etc.) and were shown an invalid QR code / login confirmation for security reasons. Please check that you have entered your user ID correctly and try again.
  
  2) You no longer have a user account in your current BANK-now Access app, either because you have accidentally deleted it or because you have changed your smartphone. In both cases, you need to call our free service hotline so that we can reset your registration and enable you to link your smartphone to your account again.
  
  3) You took too long to confirm your login in the Access app. You only have approximately one minute to confirm your login in the BANK-now Access app. If you need longer because you cannot find the app, for example, you may receive an error message and be prevented from trying again for 10-15 minutes. If this happens, wait 15 minutes and try again.
  
  4) Your user account has been deactivated. If your contract has expired since your last login, we reserve the right to deactivate your user account. However, you can continue to use our telephone support.