FAQs about Helaba Webbanking

Where can I find Helaba Webbanking?

Webbanking is accessible directly from Helaba’s homepage at www.helaba.com/int/ under the menu option “Customer Portals”.

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.)

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

The log in procedure requires user ID, password and a VASCO Code as an additional identification feature.

Helaba will allocate a user ID to you.

You will receive a password by post. When you log in for the first time, you will be prompted to change this password, which is mandatory. Please have your security token to hand when you do this.

The VASCO code is generated using an associated security token. If you have not already received a VASCO token, it will be sent to you by post.

Why do I need the token when logging in?

The European legal framework (implementation of Payment Service Directive II – PSD II) requires an additional authentication factor that must apply at the login stage for internet banking services. 

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 -bnknghlbd 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 -bnknghlbd 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.

How can I block access to Helaba Webbanking?

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

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.

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). Please get in touch with your account manager.

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 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 -bnknghlbd or by phone on +49 (0) 69 9132 2510.

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