Help when logging in to eQ with a new smartcard and reader
We're improving our security
The European Union has issued new regulations to improve the security of payments services and payments processing throughout Europe, which we fully support. Known as SCA (Strong Customer Authentication). These new regulations, have to be implemented by all financial institutions that operate within the European Union, but the benefit of this additional security is clear, so we as financial instruction will be rolling it out across our services internationally.
Its important to advise you that we consider all changes to our services in great detail, looking at the impact on both you and the eQ service. In some cases the benefits are not clear, as is often the case when we take steps to improve our security.
In this case, the EU has taken valid and sensible steps to improve security and stay one step ahead of both national and international security threats and as a bank we fully support these steps and recognise the benefits they deliver.
Therefore NatWest Group have taken the decision to implement this enhanced level of security across all its banking operations, nationally and internationally. Evidence has shown that those who fall behind improving their security standards become targets of security attacks, a situation the bank refuses to put you or its service into.
The bank strongly believes that its approach to security should be a pro-active response and therefore has and will continue to take all necessary measure to remain a leader in the financial sector.
Logging in to eQ
The response code I am entering into eQ to authorise a batch of payments is not being accepted. What should I do?
If you are experiencing unexplained errors when using your smartcard, this could be down to a synchronisation issue with your smartcard. Please contact the eQ Helpdesk who may ask you to scan this QR code and talk you through the next steps.
You should only scan this QR code when advised to do so by the eQ Helpdesk.
eQ help and support
Existing eQ customers
If you already use eQ and need further assistance please contact the eQ Helpdesk.
Call us on 0845 8007274
If you're abroad, please call +44 1534 751900
Lines are open Monday to Friday, 8am-5pm (Excluding UK Bank Holidays). Calls may be recorded.