Help & support for eQ Mobile

Yes, you can use both the app and the eQ online banking at the same time.

The app will allow you to view accounts and check balances. eQ payment authorisers can also  review and approve batches of payments on the move.  Over time we will be adding improvements and new features based on your feedback.

Access to eQ Mobile app uses your biometrics and your keycode is needed to approve any payments. So long as these are kept safe, your accounts won’t be at risk. You should contact your System Administrator to remove your mobile permission until you have a replacement phone, and have reinstalled the app.

If you uninstall the app, this will disconnect you from eQ Mobile. If you wish to reinstall the app, you will need to re-register by using your smartcard and reader.

Firstly, you need to download the app from the App Store/Google Play Store. Once eQ Mobile has been downloaded and installed you will follow a three step process to complete your registration:

1. Enter your existing eQ online banking credentials: customer number, username and password 
2. Using your smartcard & reader, enter you PIN, scan the QR code provided and enter the response code generated by your reader
3. Enable your biometrics and create a 6-digit keycode 

To ensure secure registration via the app, registration must be completed in one attempt. If you leave the registration journey part way through, you will need to restart from the beginning

Yes. If you forget your keycode (or would like to change it at any time), you can either follow in-app links for ‘Forgotten your keycode’, or uninstall and reinstall the app. For security, you will need to reconnect your customer numbers using your smartcard & reader.

If you're seeing this message, it's most likely because there's an issue with your eQ login details. Try logging in to eQ online banking to check your login details. If you can login to eQ online banking but not to eQ Mobile, please contact the eQ Helpdesk.

Once you have registered for eQ Mobile, you will be able to add multiple customer numbers, one at a time, using the “Add another customer number” option.

Yes, you will need to have enabled biometrics on your device to access eQ Mobile. For security, we will ask you to set up both biometrics and a 6 digit keycode to authorise payments through the app.

If the biometrics registered on your device change (e.g. a fingerprint is added), you will need to reconnect your customer numbers. This is for security purposes.

The app will update automatically or in accordance with your device settings.

If you change phones, you need to reinstall eQ Mobile in your new phone (see the requirement to use eQ Mobile). It’s recommended to uninstall the app from your old device as well. 

The current version of eQ Mobile does not support this. If you register for eQ Mobile on an additional device, this will overwrite your existing registration. If you want to revert back to using your initial device, you will need to uninstall and reinstall the app, and reconnect your customer numbers.

Yes, if you hold down the app you will see the option to share it. Remember it can only be used by those who meet the minimum requirements.

You can authorise a batch containing a lapsed payment. All the active payments will be authorised and released however the payment(s) that have lapsed will need to be re-entered in eQ online banking to authorise again. 

Yes. Both your single and multicurrency accounts will be displayed in the app, if you have them.

For multicurrency accounts, the balance you see in the app will be real time. Pull down to refresh the multicurrency screen will update your balance.

Single currency accounts may not be up to date. Tap on an individual account to see the most up to date balance.

At a glance, you’ll be able to see all of your accounts in one place and the ‘Today’s available’ balance for each. In the detail for each account you’ll be able to see the account short name, account number, sort code, BIC, IBAN, account type and currency. For multicurrency accounts you’ll also be able to view all of the currencies available for that account in one place.

Yes. The account sets available to you in eQ online banking will be available in the app.

No, this functionality is currently only available in eQ online banking.

You can report technical issues by contacting the eQ Helpdesk.

You should be able to simply restart the app. However please report this by contacting the eQ Helpdesk so we can monitor instances of this happening. 

You can reset your keycode in the app by following the “forgot your keycode link”. The link will ask you to re-register your customer number using your smartcard & reader.