Help - Most customers want to know...

If a payment partner is not present in our databases, you can create it under "Add payment partner". To do this, click on the link at the top right of the search results.

For a joint holder, use the account number with the suffix -1.

Holder's account: 1234567890
Joint holder account: 1234567890-1

If you cannot find the payment partner you want to add, you can create it yourself. (See "How and where can I create my own sender?").

You can decide whether a message should be sent automatically on the "Information to send to your payment partners" page.
All messages with the tag "Automatic" will be sent for you. If you change the sending method and select "Manual", please print the message and send it to your payment partner. If you do not change it, the automatic sending method is pre-selected.

The payment partner is responsible for ensuring that the information has been taken into account. In this case, please contact your payment partner directly and present them with the notification as proof that the bank switching process has been successfully completed.

First of all, please check whether the notification is to be sent "Automatically" or "Manually" for the message to be cancelled. To do this, go to the "My Messages" section.
If the sending method is automatic, please contact your payment partner.
For notifications that have to be sent "manually", you will not have to print and send them.

In order to retrieve your transactions via our bank switching interface, you need online access to your old account.
If this functionality is not offered by your former bank, you can use our manual bank switching process (see "How and where can I create an issuer?").
If the retrieval of information is not possible despite correct access data, please refer to the additional information.

You can find your IBAN on a bank statement.

You can find all the useful information about SEPA (Single Euro Payments Area) by following this link: SEPA

The bank switching service is free of charge. However, you will have to pay the costs of sending the notifications yourself.

For notifications you send yourself, please use your own envelopes.

You may have enabled caps on your keyboard. Disable the option via the caps lock key and try entering your password again. If you are still unable to log in, click on "Forgot your password" and follow the instructions to obtain a new password.

The settings of the email program/your provider are the responsibility of the user. If you have any questions regarding your email settings, please contact your provider.

For security reasons, your access is blocked after several attempts to log in with incorrect passwords. In this case, please click on "Forgot your password" and follow the instructions to receive a new password.

We invite you to create your account via the "Registration" menu using your new IBAN and your personal access details. The password you have chosen will allow you to access your file at any time.

Deletion is not necessary; your access will automatically expire after 4 months.

The use and communication within the account siwtching service is secure and in accordance with data protection measures. As soon as you enter personal data on our web pages concerning banking mobility, the communication is encrypted. You are connected to our security server so that the data cannot be read by third parties. We rely on the 128 bit SSL encryption process to encrypt and send your data securely. The use of SSL is recommended by the German Federal Office for Information Security (BSI). For your security, we recommend that you use the latest versions of your browsers and virus scanners. You can recognise the activation of encryption when you see the activated padlock under the navigation bar of the website. We protect our servers and data with the most modern security programs and firewall software, which prevent unauthorised access attempts from the very beginning.

Please ensure that you are connected to the Internet and that you are using an up-to-date browser.

The settings of your email program are the responsibility of the user. If you have any questions about your email settings, please contact your provider.

To view the documents, you need a program that displays the documents in PDF format.