eQ online banking

Recent changes to our eQ Banking Service

What's changing?

From November 2019 we will be updating the security of the eQ Banking Service. To do this we will be making various upgrades to eQ and customers will be issued with new Smartcards and Card Readers for users to manage their access and transactions.

Who does this affect and how?

The upgrade affects every one of our eQ customers. The upgrades will be phased to ensure we can offer the best possible support to customers while this work is undertaken. 

Once we inform a customer their upgrade has begun, we will need eQ Administrators to prompt users in their organisation to undertake a number of steps, along with acting as the main point of contact communicating with the bank.

We have created a checklist of the key actions so eQ Administrators know what to expect. You can get ready for the upgrade at any time, but there is no need to do anything until we contact you directly. 

Why are we doing this?

We are taking the opportunity to upgrade security across the eQ platform in response to updates to the European Payment Services Directive (PSD2).

We believe the added security and adherence to the new industry standards resulting from PSD2 will be of benefit to all our customers, which is why we have chosen to implement this change across all our jurisdictions.

Frequently asked questions

Stay safe

Periods of change can provide useful vulnerabilities for fraudsters. We will be contacting customers directly during the upgrade process. If you have any suspicion an approach may be fraudulent in nature then please contact us immediately via an existing published telephone number. Administrators should alert their users to be especially vigilant.