Support Online Banking

Find easy-to-follow Quick Guides and FAQs for our Online Banking solutions here.


Quick Guides

Banking Made Simple: Our Quick Guides

Browse our Quick Guides for helpful insights on using our Online Banking platforms. These easy-to-download PDFs provide straightforward, step-by-step instructions, ensuring every task is simple to accomplish.

E-Banking

Mobile Banking


FAQ

Your questions, answered

We’ve assembled a collection of frequently asked questions to guide you through our Online Banking, ensuring a seamless banking experience. Below, you’ll find these questions categorized into different sections.

LOGIN AND REGISTRATION

Which documents do I need for the initial registration?

For the initial registration, you need the following documents:

  • Letter “MobileTAN activation code” (Please note that the activation letter is only valid until 30 days after issuance).
  • Letter “Contract number – Password”
  • A smartphone or tablet with the Kaiser Partner MobileTAN App
  • A computer with access to our E-Banking site ebanking.kaiserpartner.bank

How does the initial login work?

Please use Kaiser Partner E-Banking for the initial registration, accessible at ebanking.kaiserpartner.bank. You can find step-by-step instructions for initial registration with MobileTAN here.

Please note that the MobileTAN App on your mobile device must not be closed during the initial registration.

I already have E-Banking access. How can I request a Mobile Banking access?

You do not need separate access if you are already an E-Banking customer. In this case, you can download the Kaiser Partner Mobile Banking app from the Apple App Store or Google Play Store and log in with the same credentials used in E-Banking.

Due to security reasons, logging in to the Mobile Banking App is only supported on devices with a registered and activated MobileTAN App.

I already have a Mobile Banking access. How can I request an E-Banking access?

You do not need separate access if you are already a Mobile Banking customer. In this case, you can access the Kaiser Partner E-Banking website and log in as you are used to from Mobile Banking.

Why do I need the Kaiser Partner MobileTAN App?

The Kaiser Partner MobileTAN App is required for secure login with 2-factor authentication in Kaiser Partner Online Banking (E-Banking and Mobile Banking)

You can download all our apps free of charge from the official Apple App Store or Google Play Store to your smartphone or tablet. You can find them in the corresponding store under the term “Kaiser Partner MobileTAN” and “Kaiser Partner Mobile Banking”.

Please note that the MobileTAN App on your mobile device must not be closed during initial registration.

How can I generate a new password or change my password?

The password can only be changed if you access our E-Banking on your computer, laptop or tablet via your browser, accessible at ebanking.kaiserpartner.bank. In E-Banking, you can then click on the user icon in the menu at the top right of the browser window, then on “User settings” and then on “Change password”. Follow the instructions now listed to set a new password.

Do Kaiser Partner mobile apps have certain technical requirements?

It may be possible that certain smartphones are not supported. In general, however, all common devices should be supported.

LOGIN ISSUES

What can I do if my user is locked?

Please contact your relationship manager, our Intermediaries Support on +423 237 83 33 or our Private Banking Support on +423 237 80 80.

I forgot my password, what can I do?

Please contact your relationship manager, our Intermediaries Support on +423 237 83 33 or our Private Banking Support on +423 237 80 80.

What can I do if I have lost the activation letter or it is no longer valid?

Please contact your relationship manager, our Intermediaries Support on +423 237 83 33 or our Private Banking Support on +423 237 80 80.

What can I do if I lose or can no longer use my mobile device with a Kaiser Partner app?

Please contact your relationship manager, our Intermediaries Support at +423 237 83 33 or our Private Banking Support at +423 237 80 80 to have the mobile device deleted and, if necessary, to register a new mobile device.

What can I do if I do not receive an SMS for registration?

The transmission of SMS is beyond the control of Kaiser Partner. The mobile network provider can prevent or refuse the forwarding of certain SMS. The network operator may also experience a backlog in the transmission of SMS, so that they are delayed and only delivered after several minutes or hours.

It may help to restart your smartphone and reconnect it to the network.

STATEMENTS

Where can I view or download account or portfolio statements?

In our Online Banking, booking confirmations (advices), account statements, portfolio statements or tax statements are provided under the menu item “E-Documents.”

Via our E-Banking, you can also order account statements and portfolio statements ad-hoc at any time under “E-Documents” via “New” and then via the “Reports” item. This function is currently not supported in Mobile Banking. Please note that it is not possible to order statements via Mobile Banking.

PAYMENT ORDER

How do I enter a payment order?

E-Banking: In the “Payments” menu item, select the “New payment assistant” option in the top right-hand corner of the browser. In the “Account or beneficiary” field, enter the name, account number or IBAN of the beneficiary. Select an option from the menu that appears and then follow the on-screen instructions.

Mobile Banking: In the “Payments” menu item, select the “New payment” option. Select a payment type and then follow the instructions that appear on your smartphone.

Important: Before you can make payments via Mobile Banking, this function must be activated via E-Banking. this function must be activated via E-Banking. To do this, log in to your log in to your E-Banking, select the user icon in the upper right corner of the screen and select user icon in the upper right-hand corner of the screen and select “Account & Profile”. Then click on “General” and activate the “Activate transaction signing in mobile banking” checkbox. Then click on “Save” at the bottom of the screen to confirm the settings.

For step-by-step instructions on how to enter a payment in Kaiser Partner Online Banking, click here:

How do I enter a standing order?

When entering a new payment order, you can select the “Recurring payment” setting and thus create it as a standing order.

How do I write a request to the bank?

You can contact your customer advisor under the menu item “Collaboration”. Under the menu item “Collaboration” and “New request” you can make an appointment, schedule a call with your customer advisor or send us a general request as a text message.

Detailed instructions on how to contact your customer advisor via Kaiser Partner Online Banking can be found here:

Please note that stock market orders cannot be entered via the collaboration tool.

What can I do if a payment has been blocked or declined?

Please contact your relationship manager, our Intermediaries Support on +423 237 83 33 or our Private Banking Support on +423 237 80 80.

What products can I trade with an exchange order?

The following products can be traded via the Kaiser Partner Online Banking App:

  • Bonds
  • Shares
  • Funds

What types of execution does Kaiser Partner Privatbank offer for stock exchange orders?

  • Best
    Fastest possible execution of the order without being bound to fixed limits.
  • Limited
    Order is not executed at the next possible time, but only at the fixed price or better.
  • Stop Limit
    Activates a limit order to buy or sell a financial instrument as soon as the defined stop price is reached.
  • Stop Market
    Activates a limit order to buy or sell a financial instrument as soon as the defined stop price has been reached.

At what times can I trade financial instruments?

From Monday to Friday, exchange orders can be placed between 7:00 – 23:00 CET on the respective exchanges.

These trading hours also apply in particular to our crypto offers.

How do I enter a stock exchange order?

To enter a stock market order, click on the “Trade” button in the main menu of your Online Banking and then on “Buy” or “Sell” (E-Banking) or on the “+” symbol (Mobile Banking). Enter the details of your stock market order and confirm it. Your order will then be executed promptly.

A step-by-step guide on how to enter a stock market order can be found here:

Can I adjust a stock exchange order I have already placed?

As long as an order has not yet been executed, e.g. a limited order, it can be cancelled but not adjusted. If cancellation via Mobile Banking or E-Banking is not possible, please contact your customer advisor.

CONTACT & SUPPORT

Can I contact my relationship manager directly through Online Banking?

Yes, you can contact your customer advisor via the menu item “Collaboration” directly through Kaiser Partner Online Banking.

Who can I contact with general questions?

For general questions regarding our Online Banking, please contact your relationship manager or our Support Intermediaries at +423 237 83 33 or our Support Private Banking at +423 237 80 80.

We are happy to assist you from Monday to Friday, 08:30 to 17:30 CET.


Support and Contact

Guidance & Assistance: Reach Out to Us

Our Quick Guides and FAQs are designed to address most inquiries. Should you have a question not covered in these resources, our teams for Private Banking Clients and Intermediaries are at your service from Monday to Friday, 08:30 AM to 5:30 PM.