Why am I unable to confirm a beneficiary?

You can confirm new beneficiaries using the card reader or the Access Card display/NFC, as described in the issue Confirming a beneficiary. If this is not working it could be due to the following reasons.

Common causes of problems confirming beneficiaries

  1. Access Card inserted incorrectly: Please make sure that you have inserted the side of the card with the chip into the card reader with the chip facing you.
  2. Code entered incorrectly: You cannot log in if the contract number is entered incorrectly, and the generated code is therefore wrong.
  3. Letters entered instead of digits: The card reader’s keypad or Access Card display can be used to enter both digits and letters. If you press the same digit twice in quick succession (for example «77»), a letter (e.g. «P») will appear instead of the digits. If you want to enter the same digit twice, wait about a second before entering the second digit.
  4. Card reader or Access Card not working: In this case, please contact our customer service team to order a replacement.

Please contact our customer service team if you are still unable to confirm beneficiaries. Please call our hotline if you have any other questions. You can find the telephone number in the right-hand column.