Mobile key

a) Accessing the e-connect service

  1. Open your internet browser and enter the address (URL):
  2. In the box below enter the contract number (User-ID) for e-connect, supplied in a separate letter.

  1. To generate the one-time password, you must have the App Mobile Key, which must have been previously downloaded from the app store (Apple Store or Google Play) and initialized according to the instructions that were sent after the signing of the e-connect contract.
  2. Enter the PIN code supplied in a separate letter. If you enter the wrong PIN, you have four further attempts to enter the correct one. If you make five unsuccessful attempts to enter the PIN you will need to enter the PUK code, which will be supplied by the helpdesk. After ten unsuccessful attempts to enter the PUK code, the application automatically resets itself.

  1. Enter the One Time Password in the box indicated below and press the <Login> button.

b) Changing the PIN code

  1. Open the mobile key app and enter the PIN.
  2. Press <Configurations>.
  3. Press <Change PIN>.
  4. Enter the current PIN.
  5. Enter the new PIN.
  6. Enter the new PIN again.
  7. Press <Next>.

c) Closing your e-connect session

We recommend that every time you finish each session on e-connect, you delete all information from your browser’s history that relates to the closed session.
By clicking on the following link, you can access our partner site “eBanking – but secure!” created by the Lucerne University of Applied Sciences and Arts, which provides you with information on security when using e-banking and on individual IT security in general.

d) FAQs

  • 1. The password I entered does not work

    The problem could be due to a time synchronisation error in the mobile key app. To check whether the time is correct, please refer to question 2 “Synchronising the clock of the mobile device”.

  • 2. Synchronising the clock of the mobile device

    The mobile key app formulates the password based on the phone’s clock, which must be synchronised as precisely as possible with Coordinated Universal Time (UTC). Normally all smartphones are configured this way. To confirm this, check that your smartphone’s date and time settings are configured automatically. The settings for time zones are not relevant for the functionality of the mobile token.

  • 3. Smartphone compatibility

    The mobile key has been realised for the following types of devices:

    • Apple iPhone: from iOS version 6.0
    • Android: from version 2.2, for all devices that include a camera
  • 4. What happens if I enter the wrong PIN?

    If you enter the wrong PIN, you have four further attempts to enter the correct one.
    After entering an incorrect PIN five times, you will need to enter the PUK code. This can be obtained from the operators at the e-connect Support Service (see FAQ no. 9).

  • 5. What happens if I forget the PIN code?

    You will need to contact the e-connect Support Service (see FAQ “What to do in case of problems”).

  • 6. Can I install the mobile key on an unlocked smartphone (jailbreak or root)?

    Although the mobile key app can be installed on unlocked devices (using techniques such as jailbreaking or rooting), we strongly advise against using this type of device since an unlocked smartphone is vulnerable to viruses and malware.

  • 7. Is it possible to activate the mobile key on two different devices at the same time?

    Yes, but you will need to ask for the mobile key application again because the app is directly connected to the device. The client can request another app on condition that he or she agrees upon a new contract with the bank linked to the same account.

  • 8. What should I do if I change my smartphone?

    If you change your smartphone, you will need to reinstall the mobile key app on the new device. You will therefore need to inform Customer Support (see FAQ no. 9) of the change of device, and they will then arrange to send you a new activation code. As for the configuration already carried out on the previous device, you will need to configure the device with the first QR code that you will receive in the post and then complete the activation with the second QR code that will be sent to you subsequently.

  • 9. What should I do if I have problems?

    If you have any problems, please contact the team at the e-connect Support Service.