FAQs about Helaba Webbanking

What are the system requirements of Helaba Webbanking?

A requirement is a stable internet connection as well as an up-to-date web browser.

You can access Webbanking from any device (e.g. PC, Mac, tablet etc.)

Where can I find Helaba Webbanking?

Webbanking is accessible directly from Helaba’s homepage at www.helaba.com/int/ in the right-hand margin under “Internetbanking”.

What access codes do I need to log in to Helaba Webbanking?

Compared to the current application, the log in procedure has been enhanced with the addition of an authentication factor. Specifically, this means that, on top of the user ID and password, an additional identification feature (a VASCO code) will be compulsory.

Helaba will allocate a user ID to you, which will be identical to your user Name.

In the scope of transitioning to Helaba’s new Webbanking system, you will receive a new password by post in advance of the changeover. When you log in for the first time, you will be prompted to change this new password, which is mandatory. Please have your VASCO token to hand when you do this.

The VASCO code is generated using an associated VASCO token. If you have not already received a VASCO token, it will be sent to you by post before the changeover to the new Helaba Webbanking service takes place.

Why do I need the token when logging in?

In future, the new European legal framework (implementation of Payment Service Directive II – PSD II) will require an additional authentication factor that must apply at the login stage for internet banking services. Helaba is implementing this requirement in the form of its new Webbanking System.

What are the minimum requirements for a password?

The password must

  • be 10 digits long.
  • contain 1 upper-case letter.
  • contain 1 lower-case letter.
  • contain 1 number

It may not be identical to the previous 13 Passwords.

Do I have to regularly change my password?

Yes, your password must be changed every 90 days.

If your previous login was longer than 90 days ago, the existing password will continue to be valid. You will only need to change the password at the time of your next Login.

I entered my password correctly but the message “incorrect login data” is displayed in the portal.

There are many possible reasons for this. Please check the following:

  • Is the user ID entered correct?
  • Did you recently change your password?
  • Are you using the right token?

If you cannot solve the problem by yourself, please send an email to wbbnknghlbd or call our support helpline on +49 (0) 69 9132 2510.

How can I obtain a new password for Helaba Webbanking?

Please contact us by email at wbbnknghlbd or call our support helpline on +49 (0) 69 9132 2510.

How can I block access to Helaba Webbanking?

Please contact us by email at wbbnknghlbd or call our support helpline on +49 (0) 69 9132 2510.

If I repeatedly enter a wrong password, will my online account be blocked?

With the introduction of an additional authentication factor during the login procedure (a VASCO token), it is no longer necessary to block an account despite the repeated entry of a wrong password.

However, the introduction of increasing delay times after (repeated) failed login attempts prevents multiple entries at short intervals.

Will the old Internetbanking system and the new Helaba Webbanking service be operated simultaneously?

No, there will be no simultaneous operation of both systems. Your login credentials will give you exclusive access to the new Helaba Webbanking service from your changeover date.

What is the latest time an online payment must be submitted so that it is remitted on the same day?

Deadlines are defined for each type of payment order in your contract documentation (cut-off times). If you have any questions, please get in touch with your account manager.

Will my saved beneficiaries be transferred to the new Helaba Webbanking service?

Unfortunately, this is not possible. You will have to create new beneficiaries in the new Helaba Webbanking Service.

What do I have to do if I exceed or want to change the online payment limit?

If you would like to change your online payment limit, please speak to your account Manager.

Can I retrospectively change or cancel (scheduled) payments that have already been cleared?

As a rule, payment orders that have been submitted are considered final as soon as they have been fully digitally signed. After this time, they cannot be cancelled or changed.

After final signing, however, you can initiate a non-execution (before the execution date) or a payment recall request (after execution) by ordering them under Information > Messages > Send Message.

What is the maximum number of payments allowed in a payment file?

There is no limit on the number of items allowed.

Kindly note that the higher the number of items in a payment file, the larger the file size will be. This may increase the necessary upload time.

How far back can I view account information (transactions and statements) on the online banking portal?

90 calender days.

Can I download electronic account statements from both my electronic banking software as well as from the online banking portal?

Yes, both options are possible.

How up-to-date is the account information in Helaba Webbanking?

Intraday reports are updated every 20 minutes.

Account statements are always made available from 10.00pm on every banking day.

Is it possible to send files by EBICS to sign in Webbanking?

Yes, this is possible.

It is also possible to authorise payments generated in Webbanking using EBICS.

Where can I find my IBAN and BIC?

You can find your IBAN and BIC on your account Statements.

Who can I contact if I have any questions?

For general enquiries, please contact your account manager.

For questions about Webbanking, you are welcome to contact us by email to wbbnknghlbd or by phone on +49 (0) 69 9132 2510.

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