FAQ Answers to frequently asked questions about e-banking and mobile banking

You will find the answers to the most frequently asked questions in connection with UBS Online Services in the following FAQ or in the user instructions. Our advisors would also be happy to help you.

UBS relies on a unique system that requires personal identification details: agreement number, personal identification number (PIN) and Access Card.

The challenge-response authorization method is used for logging into UBS Online Services – UBS e-banking and UBS Mobile Banking. A new access code is generated for each login and is only valid for a short period of time. Your access data are protected on your Access Card and cannot be seen by third parties.

Thanks to this secure identification system, you enjoy special protection as a client of UBS Online Services.

When entering a payment to a new beneficiary, an additional check is carried out to prevent payments from being manipulated by criminals. At the moment, this can only be done in UBS e-banking.

Heartbleed is a software bug which has arisen in certain versions of the Open SSL encryption technology commonly used worldwide (cf. Wikipedia). However, UBS Online Banking Services have never used the versions of OpenSSL affected by Heartbleed. This means that the security of UBS e-banking, UBS Mobile Banking and UBS Connect have not been compromised by the bug in question at any time. Therefore there is no need for our customers to take any action.

Confirming beneficiaries is an additional security solution for online payment transactions that prevents payments from being manipulated by criminals. Fraudulent actions usually target the actual bank client or the personal computer, whose security UBS cannot influence.

Consequently, it is important to always keep the following security information handy:

As a general rule, if you consider a situation to be unusual, refuse to disclose your personal security details or to use the Access Card and card reader. In such a case, contact the support as soon as possible. Tel. 0848 848 064.

Your UBS Online Services agreement or Access Card has probably been blocked. Please contact the support.

Confirming beneficiaries is an additional security solution for online payment transactions that prevents payments from being manipulated by criminals. A one-time additional check is required when making a payment to a new beneficiary. This can only be done in UBS e-banking.

UBS provides business and corporate clients with the UBS e-banking Access Key to accommodate large numbers of beneficiary confirmations. It enables you to confirm new beneficiaries easily and simplifies the login process.

Yes, if you have to confirm one or more beneficiaries, the payment entry software displays a message to that effect upon submitting your payment instructions. The new beneficiary confirmation procedure is outlined in the following instructions:

UBS cannot guarantee the compatibility of the Access Key with third-party payment software. For information please contact the respective providers directly.

No, the Access Key checks whether you are connected to UBS and automatically carries out the login process. Additionally, your data is transmitted in encrypted form. Algorithms are used in transmission, affording a high level of security. This protects your data against professional attackers.

The e-banking session is terminated. You then have to log in again. Always quit your secure e-banking session via the "logout" function.

Yes, this is possible. Firewall configuration information can be found here.

UBS supplies a certificate upon connection. The browser uses the certificate to determine that you are actually connected to UBS's security server. You can verify the authenticity of this certificate yourself by comparing the fingerprint.