Answers to the most frequently asked questions.

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

 

Login / Configuration

Please contact your client advisor. He will provide you all relevant documents.

At UBS, our top priorities are ensuring that you data is secure and that our services are functioning as they should. If you use operating systems or browser versions that are no longer tested or supported, UBS may consider them to be potential security risks and inform you of this.

Why are outdated operating systems and Internet browsers considered a security risk?

Manufacturers do not continue to update outdated operating systems (e.g. Windows Vista, Windows XP, Windows NT, Windows 98) or browser versions (e.g.Internet Explorer Version 9 and older). This causes gaps in security and poses a risk for your computer and your data.

Therefore we recommend updating your computer's Internet browser and operating system as quickly as possible. Please observe the following requirements:

Desktops/laptops

Operating system

Operating system

Internet browser

Internet browser

PDF viewer

PDF viewer

Operating system

Windows 10

Internet browser

Internet Explorer version 10 or higher
Chrome version 35 or higher
Firefox version 31 or higher*
Edge

PDF viewer

Adobe Reader version 10 or higher

Operating system

Windows 7
Windows 8

Internet browser

Internet Explorer version 10 or higher
Chrome version 35 or higher
Firefox version 31 or higher

PDF viewer

Adobe Reader version 10 or higher

Operating system

Mac OS X version 10.8 or higher

Internet browser

Safari version 6.1 or higher
Chrome version 35 or higher
Firefox version 31 or higher

PDF viewer

Adobe Reader version 10 or higher

Tablets

Operating system

Operating system

Internet browser

Internet browser

PDF viewer

PDF viewer

Operating system

iOS version 7 or higher

Internet browser

Safari version 7 or higher
Chrome version 35 or higher

PDF viewer

Adobe Reader version 10 or higher

Operating system

Android version 4.4 KitKat or higher

Internet browser

Chrome version 35 or higher
Firefox version 31 or higher

PDF viewer

Adobe Reader version 10 or higher

Operating system

Windows 8

Internet browser

Internet Explorer version 10 or higher
Chrome version 35 or higher
Firefox version 31 or higher

PDF viewer

Adobe Reader version 1.3 or higher

Please also ensure you always upgrade your operating system and Internet browser to the latest versions and carry out all security updates.

To use UBS Mobile Banking, you need access to UBS e-banking.

App

The UBS Mobile Banking app is available for smartphones with iOS or Android.

Technical requirements:

  • iPhone with iOS version 5 or higher
  • Smartphone with Android OS version 2.3 or higher

Web app

UBS Mobile Banking can also be used as a web app via Internet browser.

Technical requirements:

  • Smartphone with Windows Phone version  8 or higher
  • BlackBerry Bold 9900
  • New generation BlackBerrys with BlackBerry OS version 10 or higher
  • iPhone with iOS version 6 or higher
  • Smartphone with Android OS version 4 or higher

If access to the web app is not supported by your preinstalled browser, you should switch to Google Chrome, Safari or Internet Explorer Mobile, version 10 or higher (does not apply to BlackBerrys).

The menus and the functional scope of the web app correspond to that of the app for iOS and Android. However, equipment such as the camera or the NFC antenna cannot be controlled with the Internet browser. It is not therefore possible to read payment slips or log in via NFC (wireless exchange of the access data).

The web app is accessed via:

The login procedure is described in the following instructions:

You can set up notifications in UBS Quotes on the start page in the left-hand menu under "News > Notification".

Enter your e-mail address and/or your mobile phone number on the "General" tab, depending on whether you want to receive notifications by e-mail or SMS.

On the "Virtual portfolios" tab, you can choose to be informed when you reach the limits you have defined in your virtual portfolios. You can also request notifications just before bonds or derivatives mature. For each notification, you can decide whether you want to receive information by e-mail or SMS, or both. If you want to be informed when a new issue is given the status “Open for subscription”, you can adjust the relevant setting on the “New issues” tab.

You can set up the SMS inquiry function in UBS Quotes on the start page in the left-hand menu under "News > Notification”. SMS price inquiries can be activated via the "SMS" tab.

If you want to change the mobile phone numbers or e-mail addresses used for UBS Mobile Banking, you can do so as follows: in UBS e-banking under "Settings > Mobile Services > Phone/E-Mail" or in UBS Quotes under “News > Notification”.

Report the loss of your Access Card without delay to the support, which will immediately block access to your bank information with the lost Access Card, and provide you with a replacement card.

If you lose your card reader or Access Key, please also contact the support to order a replacement (for a charge).

Please contact the support, which will order a replacement card or device for you free of charge. Alternatively, if the battery is empty, you can simply change the battery.

 

Access App

For your protection, you need to activate the Access app with the the Access Card and card reader or Access Card Display (Access Card with Access Key does not work) before using it for the first time.

This is how it’s done:

  • Install the latest version of the "UBS Access" app on your smartphone or tablet and then start it
  • Enter your e-banking agreement number
  • Note the last 5 digits of the number of your Access Card or Access Card Display (can be found on the front page in the lower left-hand corner)
  • Activate your Access Card and card reader or your Access Card Display with the associated PIN
  • Enter the 6 digit number that is displayed, followed by the last 5 digits you just noted down from your Access Card, in the card reader or the Access Card Display (11 digits in total)
  • Transfer the generated security code to the Access app
  • Give your smartphone a name
  • Specify a PIN for the Access app
  • Repeat the PIN
  • The Access app is now activated and can be used immediately

The requirements for the use of the Access app are as follows:

  • Private client, SME or financial intermediary with banking relationship with UBS Europe SE
  • E-banking or Connect contract (valid "UBS Online Services declaration") 
  • Access Card with card reader or Access Card Display (Access Card with Access Key does not work)
  • iPhone or iPad with iOS from version 9 or a smartphone or tablet with Android version 5 or higher

Note:
The Access app can only be used with an e-banking contract if all the accounts included within it meet the requirements for use of the app. Please contact support for further information.

If you no longer know the PIN for the Access app, click on "Forgotten PIN" on the login page. This function can also be found under "Settings > Manage PIN > Contract number (select contract) > Reset”.

The Access app will be deactivated. You can then reactivate the app and set a new PIN.

Deactivate the Access app

  • In e-banking under "Settings > Security > Access app" or "Offerings > Means of access > Access app"
  • On your old device under "Settings > Manage access authorizations > Contract numer (select contract) > Remove access authorization"

Now activate the Access app on the new smartphone or tablet.

No, you will still need your Access Card and the card reader. For example, when you have to confirm a new beneficiary for a payment or you want to change your address or personal security settings. Any necessary reactivation of the Access app also requires confirmation of the registration key by means of your Access Card Display or Access Card and card reader.

Yes, the Access app can of course also be used abroad – provided that you have a WiFi network connection and/or mobile data with roaming. Please note that for a mobile data connection with roaming, costs will be incurred from your mobile phone provider accordingly.

 

General

The start page selected during the first login can be changed at any time via “Settings > Start page” in the top right-hand corner of the screen.

All start pages are optimized for tablets. If you often use UBS e-banking with a tablet, we recommend the tile view.

When you move the cursor over an entry in the main navigation menu (1) or tap on it if using a tablet, the most commonly used functions in the selected area are displayed under “Direct access” (2).

Within a specific area (e.g. assets) the different functions available (e.g. account or custody account) are displayed on the left of the screen as icons (1). When you select a function (e.g. account) by clicking on the icon, the related functions are displayed (2).

If the screen resolution of the device you are using is less than 1280 x 1024 pixels (e.g. iPad), the left-hand navigation menu retracts in order to increase the size of the area with the contents. You can display the navigation menu again at any time by clicking on (3).

The filters can now be found under the navigation entries in the left-hand navigation menu (1). If only the navigation icons are visible on the left-hand edge of the screen, you can display the complete left-hand navigation menu (including the filters) via (2).

A clear summary of all your messages, listed according to priority, can be found in the top part of the start page.

The red number shows how many messages there are in total – including account statements, credit and debit advices, stock exchange transaction statements or messages about open e-bills and non-executed payments for example. Clicking on the number takes you to an overview of all the messages. The individual content of each message is accessible from the overview. When you exit the start page, you still have access to the number representing your current messages in the top right-hand corner of the screen.

If the subject of the message has been taken care of, for instance by downloading a credit advice or approving an e-bill, the corresponding message disappears automatically. You can click away certain messages yourself once you have read them.

You will find the export functions in the corresponding list in the top right-hand corner (1).

To access the "Client groups and context" function, go to "Settings > User profile" and then choose the "Client groups and context" entry in the left-hand navigation menu.

 

Security

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. Phone +49-69-2179 2211.

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 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.

 

Payments

Pending payment orders are listed under “Payments > Payments on record”.

Select “Payments > Payment > Enter payments” as usual and enter the account number in the payment assistant. Select the beneficiary – if you have already made a payment to the same beneficiary – or click on “New payment”. Enter the missing information on the payment entry screen and select the “Salary payment” (1) option for “Booking”. You must then approve the payment. The “Salary payments” function is available for all payment types except “orange payment slip” and “account transfer”.

Payments awaiting approval can be found under “Payments > Payment > Payments on record > Pending orders”, and payment files awaiting approval can be found under “Payments > Data transfer > Transmitted payment files”.

To approve payments, click on the corresponding “Approve” or “Approve file” icon (1).

This is possible in principle, but please see our below acceptance deadlines.

Use the button "Research" in the detailed view of booking in question to send a message to our research unit. For payments that have not yet been made or booked, please contact the support.

 

Trading / Quotes

Thousands of securities are listed in UBS e-banking. However, in the case of securities which are not traded very often, it may first be necessary for UBS to open the security in its systems.

The cost of a stock exchange order varies depending on volume, trading place and type of security. The minimum brokerage fee for a stock exchange order varies depending on volume, trading place and type of security.

All issue and redemption applications for UBS investment funds on the primary market submitted on the previous day by 4 p.m. are processed on the following bank business day (value date 3 days) at a newly calculated rate (forward pricing) in the fund's currency of account. This involves taking the market closing price of the stocks concerned and using it to calculate the new value of the investment fund. This newly calculated price is called the NAV, or net asset value, and is used for processing all issues and redemptions.

Exceptions Cut-off times:

  • UBS Index-Fund 100 Switzerland: 1.30 pm
  • UBS (Lux) Structured Sicav - Multi Manager Guaranteed 2013 (EUR): 12 p.m.
  • UBS (CH) Vitainvest: 2 p.m.
  • UBS (Lux) Structured Sicav - Rogers Int. Commodity Index® and UBS (Lux) Structured Sicav - Optimisation CHF A/B, EUR A/B: 3 p.m.

Exceptions Value date:

  • UBS (Lux) Money Market Sicav EUR and USD: 2 days
  • UBS (Lux Money Market Invest EUR A/B: 2 days
  • UBS (CH) Investment Fund - Sovereign Money Market EUR/USD K-1: 2 days
  • UBS (Lux) Equity Fund - Malaysia: 7 days

At present all the information and functions in UBS Quotes are available free of charge. You can access the comprehensive service if you have a client relationship with UBS and have a valid agreement for UBS e-banking or UBS Quotes.

The information displayed is not refreshed automatically. However, the prices are updated each time you click on a link. To update the information that is currently displayed, click on the corresponding navigation entry again.

Do you need help with UBS Digital Banking?

Call our hotline directly: