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Need help logging in?

Solutions for the app and Internet Banking

Having trouble accessing the ABN AMRO app? Are you unable to log in to Internet Banking with the QR code, or do you need help with something else? We explain what to do so that you can carry on with what you were doing as quickly as possible.

 

Here are the most searched for issues

Problems with the QR code

If scanning the QR code isn’t working, wait until the code on your screen expires. Now press the arrow for a new one. If it’s still not working, try increasing the brightness of your laptop or PC screen. Updating your app on your phone or tablet may also help.

Problems with my identification code

Would you like to change your identification code ? This is only possible if you know your current code. If you’ve forgotten your identification code, activate the app again on your device. Please follow the steps in the app. If you enter the wrong code three times, you also have to activate the app again. In that case, you can choose a new code. 

My debit card or PIN is blocked

Did you block your debit card? This can be frustrating, but it happens to all of us. Fortunately, you can easily unblock your debit card yourself in the ABN AMRO app. Go to Payments > Debit cards. Select the right debit card and tap Unblock.

Or on Internet Banking: go to Self service > Debit card > Block/unblock debit card. You can read more here about what you can do yourself.

Here are the most searched for issues

Problems with the QR code
Problems with my identification code
My debit card or PIN is blocked

Problems with the QR code

If scanning the QR code isn’t working, wait until the code on your screen expires. Now press the arrow for a new one. If it’s still not working, try increasing the brightness of your laptop or PC screen. Updating your app on your phone or tablet may also help.

Problems with my identification code

Would you like to change your identification code ? This is only possible if you know your current code. If you’ve forgotten your identification code, activate the app again on your device. Please follow the steps in the app. If you enter the wrong code three times, you also have to activate the app again. In that case, you can choose a new code. 

My debit card or PIN is blocked

Did you block your debit card? This can be frustrating, but it happens to all of us. Fortunately, you can easily unblock your debit card yourself in the ABN AMRO app. Go to Payments > Debit cards. Select the right debit card and tap Unblock.

Or on Internet Banking: go to Self service > Debit card > Block/unblock debit card. You can read more here about what you can do yourself.

More questions about logging in with the app

Why can’t I log in to the app?

Your connection or your device may be causing this problem. So check that you’re connected to the internet first, then check whether you maybe need to update the app. Tap ‘Update’ or ‘Updates’ in the App Store or Play Store. If you just see ‘Open’, you have the latest version already installed. In that case, you may need to install a software update for your phone.
 
Technical errors sometimes occur in the app. When this happens, you’ll see a message on the log-in screen. Please try again later in that case.

How do I log in using the QR code?

Open the app and tap the QR icon in the top-left corner. Scan the code on the Internet Banking log-in screen. Enter your 5-digit identification code. Now you can continue on your PC or laptop.

How do I log in with my fingerprint or with facial recognition?

In the app, go to Profile > Set up Face ID, Set up Touch ID or Set up Fingerprint. Move the toggle to enable the feature. We'll ask you for your 5-digit identification code after this. Done? Now you can log in using your fingerprint or facial recognition.

Be sure to only register your own fingerprint or face on your device.

Do I need the ABN AMRO app for Internet Banking?

At the moment, you can still use the app or the e.dentifier to log in to Internet Banking. Because the e.dentifier will be phased out in the future, you are advised to download the app now. You don’t necessarily need to do your banking with the app: you can use it just for logging in and confirming orders.

How do I change my identification code?

Open the app and go to Profile > Access and usage > 5-digit identification code. First, enter the code you are currently using. Then choose a new code and enter it twice. Done!

Can I log in separately for personal banking and business banking in the app?

Yes, you can. Open the ABN AMRO app, but don’t log in yet. Tap the photo > Add profile. Enter your business account number. Follow the steps and then you’ll be able to log in separately.

More solutions

I can’t see the log-in button

You can log in using the yellow button in the top right-hand corner of all of our webpages. If you have been reading a webpage, the yellow log-in button may have slipped out of sight. To get it back:

  • Click anywhere on the page.
  • Go up using the arrows or the Page Up button.
  • You can also press Ctrl + Home at the same time.
  • Click the yellow log-in button.

If you still can’t see the button, try the next solution or  log in here .

I see an error message on the computer

We're sorry to hear that. Luckily, you will often be able to troubleshoot this yourself.

Error message Solution
The account number and card number entered do not provide access to Internet Banking

Please check the following:

  • Have you entered the correct account number and card number?
  • Have you used the card that belongs to the account number you have entered?
  • If you have received a new debit card you will first need to activate your card. You can then enter your new card number.
  • Have you entered the response code correctly?

 If the message continues to appear after you have carried out these checks, please call us on  0900 - 00 24 (usual call charges apply) . Our staff will help you find out why your card has been blocked.
Messages starting with 'MESSAGE_SEC' or 'MESSAGE_WEB'

If you see one of these messages, there probably is a technical issue with Internet Banking. These messages are usually only displayed when you log in or send an order. 

  • Try logging in again later
  • If you have issued payment orders, you can check your account overview to see whether they have been processed.
I see an error message on the e.dentifier

We're sorry to hear that. Luckily, you will often be able to troubleshoot this yourself.

Error message Solution
BATTERY WARNING

This means that the battery is almost empty. Use a different e.dentifier or  order a new one .
CARD ERROR
  • Your debit card might not have been inserted in the e.dentifier correctly. Reinsert your card in the e.dentifier, or clean your debit card’s chip (the ‘gold’ square) carefully with a dry cloth.
  • The card slot may be dirty or jammed. Blowing it clean may help. 

If none of this helps, your card is probably broken. Find out how to request a new card straight away.
Pincode geblokkeerd [PIN blocked]

If your e.dentifier displays the warning 'pincode geblokkeerd' [PIN blocked], you have made three failed attempts to enter the correct PIN.

  • If you know the correct PIN, go to a cash machine and check your salary or withdraw money from your account. Your PIN will then be unblocked straight away. 
  • If you've forgotten your PIN, find out what your options are.
Respons is foutief, u hebt een nieuwe code [Response is invalid, you have a new code]

You've probably entered an incorrect response code. Press 'OK' on your e.dentifier and complete all the steps again using the new code.
U heeft nog één poging om de juiste pincode in te toetsen [You have one attempt left to enter the correct PIN]

This warning is displayed when you enter an incorrect PIN twice. You then have one attempt left to enter the correct PIN. If you enter an incorrect PIN on your third attempt, your card will be blocked. If you have forgotten your PIN, find out what your options are.

Has the problem not been solved?

Try the next solution.