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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”.
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.
The mobile key has been realised for the following types of devices:
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).
You will need to contact the e-connect Support Service (see FAQ “What to do in case of problems”).
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.
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.
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.
If you have any problems, please contact the team at the e-connect Support Service.