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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 common issues

Problems with the QR code

If scanning the QR code isn’t working, wait for the code on your screen to expire and then press the arrow for a new one. Still no luck? Try increasing your laptop or PC screen brightness. Updating your app on your phone or tablet might also help.

Problems with my identification code

Want to change your change your identification code ? You can do this if you know your current one. If you’ve forgotten your identification code, you'll need to reactivate the app on your device by following the steps in the app. If you enter the wrong code three times, you'll also need to reactivate the app, allowing you to choose a new code. 

My debit card or PIN is blocked

Blocked your debit card? It happens to the best of us. Luckily, 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.

Alternatively, on Internet Banking, go to Self service > Debit card > Block/unblock debit card. You can find more information here on what you can do yourself.

Here are the most common 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 for the code on your screen to expire and then press the arrow for a new one. Still no luck? Try increasing your laptop or PC screen brightness. Updating your app on your phone or tablet might also help.

Problems with my identification code

Want to change your change your identification code ? You can do this if you know your current one. If you’ve forgotten your identification code, you'll need to reactivate the app on your device by following the steps in the app. If you enter the wrong code three times, you'll also need to reactivate the app, allowing you to choose a new code. 

My debit card or PIN is blocked

Blocked your debit card? It happens to the best of us. Luckily, 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.

Alternatively, on Internet Banking, go to Self service > Debit card > Block/unblock debit card. You can find more information here on 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 the issue. First, check if you're connected to the internet, then see if the app needs an update. Tap ‘Update’ or ‘Updates’ in the App Store or Play Store. If you just see ‘Open’, you have the latest version. In that case, a software update for your phone might be needed.
 
Technical errors can occur in the app. If this happens, a message will appear on the log-in screen. Please try again later.

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 and enter your 5-digit identification code. You can then 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. Toggle the feature on, and we'll ask you for your 5-digit identification code. Done? You can now log in using your fingerprint or facial recognition. 

Ensure you only register your own fingerprint or face on your device.

Do I need the ABN AMRO app for Internet Banking?

Currently, you can use the app or the e.dentifier to log in to Internet Banking. As the e.dentifier will be phased out, we recommend downloading the app now. You don’t have to use it for banking; it can just be used 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. Enter your current code, choose a new one, and enter it twice. Done!

Can I log in separately for personal 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 and follow the steps to log in separately.

More solutions

I can’t see the log-in button

You can find the yellow log-in button in the top right-hand corner on all our webpages. If you've been scrolling, it might have slipped out of view. To bring it back:

  • Click anywhere on the page
  • Use the arrows or the Page Up button to scroll up
  • Alternatively, press Ctrl + Home simultaneously
  • Click the yellow log-in button

If the button is still missing, try the next solution or  log in here .

I see an error message on the computer

Sorry to hear that. Here's how you can often fix it yourself:

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

Solution:

  • Double-check the account and card numbers you entered
  • Ensure you're using the card linked to the entered account number
  • If you've received a new card,  activate it and then use the new number
  • Verify the response code entry

 If the issue persists, please call us . Our team will help identify why access is blocked.

Messages starting with 'MESSAGE-SEC' or 'MESSAGE_WEB'

These indicate a technical issue with Internet Banking, usually seen when logging in or sending an order.

  • Try logging in later
  • For payment orders, check your account overview to confirm processing
I see an error message on the e.dentifier

Sorry to hear that. Here's how you can usually resolve it:

Error message: BATTERY WARNING

Solution:

  • The battery is low. Use the ABN AMRO app, a different e.dentifier or one of our other options.

Error message: CARD ERROR

Solution:

  • Ensure your debit card is correctly inserted in the e.dentifier
  • Clean the card's chip (the golden square) with a dry cloth
  • Blow out any dirt from the card slot
  • If unresolved, your card may be damaged. Find out how to request a new card.

Error message: Pincode geblokkeerd [PIN blocked] 

Solution:

  • If you know the PIN, visit a cash machine to check your balance or withdraw money to unblock.
  • If forgotten, explore your options here.

Error message: Respons is foutief, u hebt een nieuwe code [Response is invalid, you have a new code]

Solution:

  • Likely an incorrect response code. Press 'OK' on your e.dentifier and redo the steps with the new code. 

Error message: U heeft nog één poging om de juiste pincode in te toetsen [You have one attempt left to enter the correct PIN]

Solution:

  • This appears after two incorrect PIN entries, leaving one attempt. A third wrong entry blocks the card. If forgotten,  explore your options here.

     


  • 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?

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