Congratulations You have just added an extra layer of security to your Bank Windhoek Internet Banking account. Manual

Transcription

1 Congratulations You have just added an extra layer of security to your Bank Windhoek Internet Banking account. Manual

2 The below device is referred to as an E-Secure token. Please read through the brochure carefully and make sure that you understand every step of the procedure before you use your E-Secure token for the first time. If you have any further questions, please do not hesitate to contact your nearest Bank Windhoek branch for help, or visit our website: Alternatively, you are welcome to send an query to to request for assistance or phone our Customer Contact Centre on (061) E-Secure token

3 The below device is referred to as an E-Secure token. Please read through the brochure carefully and make sure that you understand every step of the procedure before you use your E-Secure token for the first time. If you have any further questions, please do not hesitate to contact your nearest Bank Windhoek branch for help, or visit our website: Alternatively, you are welcome to send an query to to request for assistance or phone our Customer Contact Centre on (061) E-Secure token

4 Contents? Introducing your E-Secure Token 2 First time use 4 How to login to your Internet Banking 5 Login Errors 6 Security Questions? 8 Synchronising your E-Secure Token 9 How to obtain a Counter Value 10 Unlocking your E-Secure Token 11 How to obtain a Challenge Code 12 What to do if your E-Secure Token is lost, stolen or broken 13 Conditions of use 13 1

5 Introducing your E-Secure Token

6 Introducing your E-Secure Token LCD Screen On/Off Button To switch your E-Secure Token on or off Functions as an Enter button Select a Menu function Menu Button Set/Change PIN (Page 4) View SN (serial number) View clock View Count (Counter Value) (Page 11) Delete/Backspace Numeric Keyboard To enter your PIN or unlock your E-Secure Token (Page 12) Serial Number For Bank Windhoek to verify ownership If Serial Number is illegible on the back, follow this process: Switch on E-Secure Token Enter PIN Press Menu button to scroll through options Select View SN by pressing Menu Button Serial Number will be displayed Keyring Hole 3

7 First Time Use Before you can start using your E-Secure Token you will first need to change the default pin of the E-Secure Token with your own secret 4 digit pin. Note: The pin may not be too weak e.g or 1234 otherwise an error message will appear on the E-Secure Token Screen. My Secret 4 Digit Pin Note: Safeguard this manual if you opt to write down your E-Secure PIN in the space provided. To change the default pin of your E-Secure Token: 1. Switch on your E-Secure Token by pressing the On/Off Button. 2. Your E-Secure Token LCD screen message will then display the message: DEFAULT PIN. 3. Enter the default pin code: Your E-Secure Token LCD screen message will then display the message: NEW PIN. 5. Using your E-Secure Token numeric keyboard enter your 4 digit secret pin. 6. Your E-Secure Token LCD screen message will then display the message: CONFIRM. 7. Re-enter your 4 digit secret pin. 8. Your E-Secure Token LCD screen message will then display the message: COMPLETE. 9. Your E-Secure Token will automatically switch off after a few seconds. Note: For each future use of your E-Secure Token you must use your 4 Digit secret pin, the default pin 1254 is no longer valid. You can change your PIN at any time by selecting the CHANGE PIN function on your E-Secure Token. Your token is now ready to be used when you log in on Bank Windhoek Internet Banking. 4

8 How to login to your internet banking account with your E-Secure Token. In order to login to Bank Windhoek Internet Banking you will need to have received a welcoming letter from Bank Windhoek Internet Banking. Within the welcoming letter you will find your Username and Default Password. Bank Windhoek s E-Secure Token provides an additional security feature when logging onto Internet Banking. The E-Secure Token provides a One-Time-PIN (OTP), which should be used to access the Internet Banking site, together with your username and password. Each OTP is only valid for one session, therefore the E-Secure Token should be used to generate an OTP with every login. If your token produces an E-Secure OTP that begins with 0 zero it may create a synchronization issue. Please regenerate an E-Secure OTP until you receive a valid OTP that does not start with a 0 zero. Press the on/off button to regenerate another E-Secure OTP. To login visit our website and click on Internet Banking: 1. Enter your username and default password in the fields provided. 2. To obtain your login OTP switch on your E-Secure Token using the On/Off Button. 3. Enter your 4 digit secret pin. 4. Your E-Secure Token LCD screen message will then display your login OTP. 5. If however your E-Secure Token LCD screen displays a flashing Underscroll ( _ ), press the On/Off Button, and the login OTP will be displayed. 6. Enter the login OTP exactly as displayed into the field provided on the login webpage. 5

9 Login Errors Note: If this is the first time that you login, you will be required to customize your password and complete a set of security questions before you can proceed to the Bank Windhoek Internet Banking webpage. For help on how to complete the security questions please refer to Security Questions page 8. Error messages on E-Secure Token Error Message 1: Possible Cause: 1. Incorrect PIN Resolution: 1. Ensure your PIN is entered correctly 2. If you cannot recall the correct PIN, continue attempting until the E-Secure Token displays LOCKED, then follow the steps to Unlock (Page 12) Error Message 2: Possible Cause: 1. Incorrect PIN attempts for three consecutive tries Resolution: 1. Follow the steps to Unlock your E-Secure Token (Page 12) 6

10 Login Errors Error Message 1: Error messages on Website Possible Cause: 1. Incorrect Password 2. Incorrect Username 3. Dormant User Resolution: 1. Ensure your Username and Password is entered correctly, or Contact the ibank department via telephone or Error Message 2: Possible Cause: 1. No login OTP value entered in field Resolution: 1. Enter a valid login OTP Error Message 3: Possible Cause: 1. Invalid OTP entered 2. Token out of Sync Resolution: 1. Enter a valid login OTP 2. Synchronize E-Secure Token (Page 10) 7

11 ? Security Questions The first time that you login to Bank Windhoek Internet Banking, you will be required to answer five unique security questions that you must remember and provide should you want to unlock your E-Secure Token (page 12) or synchronise your E-Secure Token (page 10) through the Bank Windhoek Internet Banking webpage. How to enter your Security Question? 1. Ten security questions will be displayed on your screen of which you will need to answer a minimum of five questions. 2. Type the correct answer into the text field of your chosen security question. Note: Your answers should be easily remembered by you. Your answers are case sensitive and space sensitive therefore you must remember them exactly as they are entered on the screen. 3. When you have finished answering your five questions, click on the Enter button to proceed. 4. A screen will appear with your selected questions and answers. To confirm that the information provided is correct, click on the Accept button to proceed to the Bank Windhoek Internet Banking webpage. 8

12 How to Synchronise your E-Secure Token Your E-Secure Token may become out of Sync with the Bank Windhoek Internet Banking system generated a login OTP more than ten times without logging into your Internet Banking. To synchronise your E-Secure Token you will need to do the following: 1. Visit our website: click on Internet Banking 2. On the Internet Banking Login Page click on Synchronise Token 3. Enter your Username and Password into the fields provided, to proceed click the Login Button. 4. Select 1 of the 5 security questions you wish to answer by clicking in the checkbox provided. A text box will open for you to provide the answer. Note: You must provide the exact same answers that you have submitted for your security questions. 5. Your screen message will request you to enter a Counter Value in the field provided (page11). 9

13 How to obtain a Counter Value 1. Switch on your E-Secure Token by pressing the On/Off Button. 2. Using E-Secure Token numeric keypad enter your 4 digit secret PIN. 3. Your E-Secure Token LCD screen message will then display your OTP (one-time password). 4. Press the Menu button until the VIEW COUNT message is displayed. 5. Press the On/Off Button. 6. The Counter Value will be displayed. 7. Enter the Counter Value displayed on your E-Secure token LCD screen, the field provided on the webpage, to proceed click on the Synchronise Button. 8. The following on screen message should appear: Token successfully synchronised. 9. Click on Home to return to the Internet Banking Login Page and follow login instructions. Note: If your Counter Value is still displayed on the LCD screen of your E-Secure Token please wait for a few seconds until your token switches off automatically. 10

14 Unlocking your E-Secure Token Your E-Secure Token may become locked as a result of entering the incorrect PIN into your E-Secure Token three (3) consecutive times. Once your E-Secure Token is locked your 4 digit secret pin will no longer be valid and you will be required to select a NEW 4 digit secret pin. This security pin is not allowed to be the same as your previous pin. The pin may not be too weak e.g or 1234 otherwise an error message will appear on the E-Secure Token LCD screens. My Secret 4 Digit Pin How to unlock your PIN through your Bank Windhoek Internet Banking account 1. Visit our website and click on Internet Banking. 2. On the Internet Banking login page click on Unlock Token. 3. Enter your Username and Password into the fields provided. 4. To proceed click on the Login Button. 5. Next you will need to answer three of your five security questions to unlock your PIN. 6. Your onscreen message will request you to enter a Challenge Code in the field provided, please refer to page 13 in order to continue. 11

15 How to obtain a Challenge Code 1. Switch on your E-Secure token by pressing the On/Off Button. 2. The E-Secure Token LCD screen message will display the message: LOCKED. 3. Press the On/Off Button again, and the E-secure Token LCD screen will display a Challenge Code. 4. Enter the Challenge Code into the relevant field provided on the webpage, to proceed click ENTER. 5. An Unlock Code will appear in red on the webpage. 6. Press the On/Off button on your E-Secure Token. A cursor will appear. 7. Type the Unlock Code into your E-Secure Token. Note: If you typed a digit incorrectly press the Menu button to delete the last digit. 8. If you have successfully typed in the Unlock Code, your E-Secure Token LCD will display the message COMPLETE. 9. Next you will be prompted to enter your new 4 digit secret PIN and press the On/Off Button to accept. 10. Your E-Secure Token LCD will display the message CONFIRM. Re-enter your new security PIN and press the On/Off Button. 11. Proceed to the Bank Windhoek Internet Banking Login webpage Note: If your E-Secure Token switches off before you are done, you will need to restart the unlocking process from the beginning. 12

16 What to do if your E-Secure Token is lost, stolen or broken In the event that your E-Secure Token should become lost, stolen or broken, you must contact Bank Windhoek to deactivate it in order to prevent unauthorized access to your Internet Banking account. Replacement E-Secure Token To obtain a replacement E-Secure Token please visit your nearest Bank Windhoek branch, you will be issued with a new E-Secure Token linked to your Internet Banking account. Conditions of Use The E-Secure Token is an electronic device. In order to keep it in a good working condition and not to forfeit the warranty, take the following precautions: Keep your E-Secure Token away from the water, direct sunlight, magnets and infrared scanners. Do not try to open it. The batteries are not changeable and the E-Secure Token will ceize to operate once opened. Handle with care and do not subject it to harsh exposures and conditions. Bank Windhoek s Internet Banking makes your life easier. Simply click, bank, and go on with your life.

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