You will find the answers to the most frequently asked questions in connection with UBS Bank (Canada) online services in the following FAQ. Our advisors will also be happy to help you.
Support:
Support:
Please contact your Client Advisor directly
Login / configuration
Login / configuration
To apply, please contact your Client Advisor.
Please refer to the following instructions:
You can modify your PIN at any time by pressing the yellow “DEL MENU” button on your card reader, after inserting your Access Card.
Please contact your Client Advisor. Please note that after entering the wrong PIN three times, your Access Card will be blocked and a new Access Card will be required.
Your password has been entered incorrectly three times, and a login is no longer possible. Please contact your client advisor to request a new access card.
Report the loss of your Access Card or card reader without delay to your client advisor to immediately block access to your information. We will provide you with a replacement.
We can also temporarily block your access card to protect you from unauthorized access, and unblock at your request in the event your card is found.
Please contact your Client Advisor and a replacement card or device will be forwarded to you. If the batteries in your card reader are flat, they can be replaced with two lithium 3V batteries, type CR2025.
To use our online service, you must be a client of UBS and have signed the UBS Luxembourg Online Services agreement.
Our system is designed for use with the following Internet browser versions:
Internet browser | Internet browser | Version | Version |
|---|---|---|---|
Internet browser | Internet browser | Version | Version |
Internet browser | Chrome (recommended) | Version | 102 or higher |
Internet browser | Edge (recommended) | Version | 102 or higher |
Internet browser | Safari (recommended) | Version | 15 or higher |
Internet browser | Firefox | Version | 102 or higher |
Please inform your Client Advisor in writing that you wish to terminate your UBS Online Services agreement.
Security
Security
UBS Online Services apply high security standards and require strong authentication. To log into e-banking (or any other UBS Online Service), you will need your e-banking account number (Login ID) and a personal Access Card Display. The Access Card Display can only be activated with your PIN. Do not disclose your PIN to anybody, and keep the Access Card Display separate from your e-banking account number. Even if your Access Card Display and Card Reader fall into the wrong hands, nobody can access your account without your personal PIN.
The Access Card Display is protected against electronic attacks because it is not linked to your computer and therefore out of reach of viruses, malware and Trojans.
If your Access Card Display is activated, you can generate a personal code. This code is re-generated for every login and is only valid for a short period of time.
Fraudulent actions usually target the actual bank client or the personal computer, whose security UBS cannot influence.
Consequently, it is important to always keep in mind the following security information:
- The login entry code displayed by UBS for you to transfer to the card reader always has six digits. If it has fewer digits, you might be confronted with attempted fraud. In this case, contact the your client advisor as soon as possible.
- You should also contact your client advisor if unusual messages are displayed or if, during the login, you are requested to install new software.
- As a general rule, if you consider a situation to be unusual, refuse to disclose your personal security details or to use Card Reader and Access Card Display. In such a case, contact your client advisor as soon as possible.
- UBS never takes the initiative to approach you by phone, by e-mail or by internet to request you to disclose personal information or to perform a confirmation with the Access Card Display. Therefore, delete e-mails whose senders you do not know or whose authenticity you doubt. Do not disclose any personal information if somebody asks you, even if the other party claims to be UBS.
Your UBS Online Services contract or Access Card Display has probably been blocked. Please contact your client advisor.
UBS supplies a certificate upon connection. The browser uses the certificate to determine that you are actually connected to UBS's security server. Depending on the browser you use, a pad lock icon in the browser address bar gives evidence about the certificate’s authenticity.
For additional security, we recommend that you clear your browser's cache following each e-banking session. The following instructions will show you how to proceed.
Fraudulent mail
Fraudulent mail
UBS will not ask you to disclose sensitive personal information in unsolicited e-mails, telephone calls or instant messages.
Be aware of fraudulent correspondence ("Phishing"). With the heightened media attention regarding the theft of personal data, many consumers and investors are expressing concern over the privacy and integrity of their personal data. For that reason, it is important to address the subject known as "phishing."
Phishing is a type of fraud in which e-mail messages, instant messages and websites are used to deceive individuals into providing confidential, personal information. The term itself is a play-on-words for "fishing," the "ph" representing "password harvesting" - the idea that people will "take the bait" that is set for them and disclose personal information that can be used for credit card fraud and other serious violations of their privacy.
Phony e-mails generally appear to be sent from legitimate companies, asking users to either reply or link to a web page to update their personal information or risk closing or suspension of their accounts. The phony e-mails sometimes contain the company's logo and even an address. Among the data typically requested are the user's name and address; Social Security number; account numbers and passwords; bank account and credit card information - sometimes even the account holder's mother's maiden name, or other private information used for security purposes.
If you believe UBS's name and/or reputation has been misused in a fraudulent e-mail or other contact, please forward the unchanged Phishing e-mail and/or details to internetsecurity@ubs.com.
Do not provide any sensitive personal information in the e-mail, e.g. your bank account details.
Here are measures you can take to avoid getting "hooked":
- Be alert to any unexpected e-mail, instant message, voicemail or fax that claims to be from a bank, credit card or on-line company with whom you have an account. In the event that you do receive such a message, it's a good idea to first call the customer service number on your bank, credit card or on-line statement (but not any number listed in the message) and verify whether the message is legitimate.
- Do not respond to any e-mail, phone or fax instructions that prompt you to divulge your personal information.
- Do not click on any links in a suspicious email. Clicking on such a link may cause the download of key logging or "spyware" software on your computer.
- Consistently adhere to the security recommendations when using UBS Online Services. After logging in, only use your Access Card and card reader to confirm character strings that you have entered yourself and whose accuracy you are able to check - such as account numbers for a payment or a new phone number.
- Regularly log into your online banking, credit or debit card, or other accounts and reconcile your statement balances to ensure that all transactions are legitimate. Similarly, always review your account statements to check for unauthorized charges.
- Use up-to-date anti-virus software.
- Spam filters and even "anti-phishing" software are available to help screen out potential phishers on websites and e-mails.
Be assured that UBS will not ask you to disclose sensitive personal information in an unsolicited e-mail, telephone call or instant message.