FAQs Online Banking
Helaba Webbanking can be accessed at https://webbanking.helaba.de.
Where can I find Helaba Webbanking?
You will need a stable internet connection and the latest version of a web browser (e.g. Microsoft Edge, Firefox, Chrome, Safari).
You can access online banking from any device (e.g. PC, Mac, tablet or smartphone).
What are the system requirements for Helaba Webbanking?
To log in to online banking, you will need your user ID, your password and a TAN.
User ID
Your user ID is assigned to you by Helaba. You will find it in your access letter.
Password
You will receive your password together with your user ID in your access letter. When you log in for the first time or when you activate your photoTAN reader, you will be asked to set a personal password.
TAN
You can generate a TAN using your photoTAN reader. You will receive your photoTAN reader in a separate letter.
What login details do I need to log in to Helaba Webbanking?
The European Banking Authority’s (EBA) second Payment Services Directive (PSD2) introduces what is known as ‘strong customer authentication’ whenever a payer accesses their account online or initiates an electronic payment transaction. You will therefore need your photoTAN reader when logging in to Helaba Webbanking and when authorising payment transactions.
Why and when do I need my photoTAN reader?
The password must
- be at least ten characters long,
- contain one uppercase letter,
- contain one lower-case letter,
- contain a number.
What are the minimum requirements for the password?
Yes, the password must be changed every 90 days.
If you have not logged in for more than 90 days, your current password will remain valid. You will only be required to change your password the next time you log in.
Does the password need to be changed regularly?
There may be several reasons for this. Please check the following:
- Have you entered your user ID correctly?
- Have you changed your password recently?
- Are you using the correct photoTAN reader?
- Have you not logged into online banking for a long time (more than 6 months)?
If you are unable to resolve the issue in this way, please email our
Electronic Banking Hotline e-banking@helaba.de
or call +49 69/ 9132- 2510.
I entered my password correctly, but the portal is displaying ‘invalid login details’.
Please contact our electronic banking helpline
by email at e-banking@helaba.de or by telephone on +49 69/ 9132- 2510.
How do I get a new password for Helaba Webbanking?
No, but if you enter the wrong password repeatedly, the temporary lockout period increases exponentially. The online banking system will inform you of the duration of the lockout period after each incorrect entry. The lockout period cannot be lifted either via online banking or by Helaba staff; if necessary, a new password must be requested.
Will my online access be blocked if I enter my password incorrectly several times?
Please contact our electronic banking helpline
by email at e-banking@helaba.de or by telephone on +49 69/ 9132- 2510.
How can I block access to Helaba Webbanking?
Your submission deadlines are set out in your contracts for each order type (cut-off times). If you have any queries regarding this, please contact your account manager.
By what time must an online bank transfer be submitted in order for it to be processed on the same day?
Payment orders are deemed to have been issued once they have been signed entirely electronically. However, you may request that they not be executed before the execution date. If the payment order has only been partially authorised, you may reject it. Once the payment has been executed, you may request a payment recall. Please contact your account manager for this.
Can I amend or cancel scheduled transfers that have already been carried out?
There is no limit based on quantity. Please note that if there are a large number of items, the file size will increase, which may result in a longer upload time.
How many items can a collective order contain?
Account statements and transaction history can be viewed in online banking for up to 400 calendar days. The download option under the ‘Bank files’ section is available for 90 calendar days.
How long can I view my account details (transactions and statements) in Helaba Webbanking?
Yes. Both are possible.
Can I access my electronic statement both in my electronic banking software and via online banking?
Pending transactions are updated every 20 minutes.
Account statements are made available from 10.00 pm on the day of the transaction.
How up to date is the account information in Helaba Webbanking?
Yes, this is possible. It is also possible to authorise payments generated via online banking using EBICS.
Is it possible to send files via EBICS so that they can be signed via online banking?
You can find your IBAN and BIC on your bank statements.
Where can I find my IBAN and BIC code?
You can obtain further and detailed information at any time via the online help section in Helaba Webbanking or via the electronic banking helpline on +49 / 69 9132 - 2510 or e-banking@helaba.de
Where can I find further, detailed information on individual functions?
If you have any general enquiries, please contact your account manager.
Who can I contact if I have any questions?
No, unfortunately you cannot. Helaba currently only supports the TAN procedure using the photoTAN reader.
Can I use several TAN procedures at the same time?
In the photoTAN process, TANs are generated using a separate device known as a photoTAN reader. The TAN is generated by scanning the photoTAN graphic that has been created.
What is the photoTAN process?
Are you a new customer?
Along with your login details for the photoTAN procedure, you will receive the following documents:
- Your personal user ID
- Your initial password
- Your personalised activation image
- Your Helaba photoTAN reader
Open the homepage of Helaba Webbanking and follow the steps under the link ‘I would like to activate a photoTAN reader’.
Are you already a customer?
- You will need a photoTAN reader to use the photoTAN procedure. Helaba will send this to you.
- Go to the homepage of Helaba Webbanking and follow the steps under the link “I would like to activate a photoTAN reader” or follow the link after logging in with your old token.
What do I need to do to use photoTAN?
To use the photoTAN procedure, you must activate it in Helaba Webbanking. It is best to carry out the activation immediately after receiving your personalised activation image. This will be sent to you automatically by post once you have received the photoTAN reader. You can start the activation process via the homepage of Helaba Webbanking. You can find detailed instructions on how to activate your photoTAN reader here.
If you have any questions regarding your electronic banking access, our Electronic Banking Hotline is available Monday to Friday from 07:30 to 16:30
by email e.banking@helaba.de or by telephone on +49 69/ 9132- 2510.
Activating the photoTAN reader
Please report the loss or unauthorised use to Helaba immediately.
What should I do if my photoTAN reader is lost or misused?
The device is not intended for simultaneous use by multiple people. Once the current activation has been deleted from the device, the photoTAN reader can be used by another user. Instructions on how to delete the activation can be found here.
Can more than one person use a photoTAN reader?
No, but the device may become out of sync if you do not log in to Helaba Webbanking for a prolonged period, meaning that the TANs generated will no longer be accepted. We therefore recommend that you log in to Helaba Webbanking every 3–6 months.
For any queries regarding your electronic banking connection, our Electronic Banking Hotline
is available Monday to Friday from 07:30 to 16:30 by email e-banking@helaba.de or by telephone on +49 69/ 9132- 2510.
Does my photoTAN reader have a limited validity period?