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 immediately received a QR code for login instead of the registration steps outlined in the instructions
  
  You most likely mistyped your user ID when entering it. For security reasons, the login confirmation screen is always shown instead of the expected registration screen when a non-existent user ID is entered. Please check again to ensure you have entered the correct ID, or use the link provided in your invitation email.
   
• I did not receive an SMS containing the SMS code during the registration process
  
  This is most likely caused by the fact that your telephone number is incorrect in our system or is no longer in use. Please contact our free service hotline if you have been able to exclude other possibilities for this problem (no network connection, etc.).
   
• My SMS code / email code was not accepted
  
  As the email and SMS codes are only valid for a few minutes, it is vital that you complete the registration process without any interruptions. The registration process may have timed out even if the input page is still visible in your browser. If this is the case, you can restart the registration process using the link in your registration email.
  
  However, the code may also have been entered incorrectly. Please ensure that you have not copied any spaces or line breaks with the code.
   
• I cannot find/download the BANK-now Access app
  
  The Access app is only available for Android (Play Store) or iOS (Apple App Store). In addition, the app is only available in Switzerland and EU member states. If your smartphone is set to a region outside the EU or Switzerland (e.g. Turkey, USA, Serbia, etc.), you will not be able to see or install the app. Please change your app store’s region to an EU member state or Switzerland before trying again.
   
• All I saw when scanning the QR code was an incomprehensible series of characters
  
  The QR codes shown during the registration or login process must be scanned using the QR scanner in the BANK-now Access app. Other QR scanners or the camera app on your smartphone cannot interpret the QR code correctly and will typically direct you to a search engine such as Google. If you complete the registration process on your smartphone, you can ignore the QR code and use the button provided to jump directly to the BANK-now Access app.
   
• I received an error message when scanning the QR code in the Access app
  There are many reasons why this error may occur during the login process. When registering, however, this error is almost always due to a problem with the Access app. The problem can be caused by a slow or non-existent internet connection, or if the Access app has been open in the background for too long. To solve the problem, try switching to another internet connection and closing and reopening the Access app. If you continue to receive error messages after doing this, try again later.