FAQ mobileTAN

Frequently asked questions about mobileTAN

How reliable is the sending of SMSs?         top
Our fail-proof direct link to SMS gateways (SMSC) of various established providers (e.g. A1) ensures quick delivery and a high level of availability.

 
 
Which mobile communications providers support the transmission of mobileTANs?          top
All Austrian mobile communications providers support the transmission of mobileTANs. We perform regular tests in this context.

For customers of Austrian mobile communications providers abroad:
Please ask your provider for details of the countries and mobile communications providers which maintain a roaming agreement.
General rule: if you can receive a "normal" SMS via roaming, you will also be able to receive our mobileTAN SMS.

For customers of foreign mobile communications providers:
The sending of SMSs works around the world and has been tested by us in selected countries. We ask for your understanding that we cannot give a list of the various providers here.
General rule: if you can receive a "normal" SMS from an Austrian mobile telephone, you will also be able to receive our mobileTAN SMS. (Exception: China Mobile) 

 
Does the bank make a charge for the SMS?          top
No, the SMS is delivered free of charge. Please note that your provider may make a roaming charge for SMSs received outside Austria.

 
Do I have to respond to the SMS?          top
No, reception of the SMS suffices. A reply to the sender's number 050505 26101 will not reach us.

 
How long will it take the SMS to reach me?          top
If the mobile phone is switched on and works, the SMS will usually be delivered within a few seconds.

 
What can I do if I do not receive the SMS?          top
Please try once more to have a mobileTAN sent to your mobile phone, and try to have an SMS sent to you from a different Austrian mobile phone. If you do not receive any SMSs, please check if your SMS memory is full. If you can receive an SMS from a different Austrian mobile phone but do not receive our mobileTAN SMS, please contact our hotline on 050505 26100.

How long will you try to deliver the SMS if the first delivery attempt fails (e.g. if the mobile phone has been switched off)?          top
The first delivery attempt is made immediately after the request, the second one a few minutes later. Afterwards the SMS gateway of Bank Austria will attempt to deliver the mobileTAN SMS for 3 days (72 hours) at different intervals. If the mobile phone cannot be reached within this 3-day period, the SMS will expire. You can receive a new SMS if you select the transaction for signing again.
Note: The 3-day period only applies to the SMS delivery, the mobileTAN itself is valid for 30 days.

 
Can I have the same mobileTAN sent to me several times?          top
Yes, for example, if the signing process was interrupted and the same order(s) is (are) presented to you unchanged once more for signing.

 
Will the bank block my user code if I have the same mobileTAN sent to me several times?          top
No. If the same order(s) is (are) presented unchanged once more for signing, you will always receive the same mobileTAN on your mobile phone and the bank will not block your user code.

 
When will the bank block my user code?          top
After a mobileTAN has been incorrectly entered four times.

 
How long will a mobileTAN remain valid?          top
A mobileTAN will remain valid for 30 calendar days from the date of delivery (or until such time as it has been used in the proper manner).

 
Why do I receive a new mobileTAN after having interrupted the entry procedure and modified the order?         top
Every mobileTAN is generated on demand and can only be used for signing a specific transaction. If the transaction is deleted or modified, the mobileTAN will immediately become invalid. A new mobileTAN may be requested at any time.

 
Can I receive mobileTANs outside Austria?          top
For customers of an Austrian mobile communications provider:
Please ask your provider for details of the countries and mobile communications providers which maintain a roaming agreement.
General rule: if you can receive a "normal" SMS via roaming, you will also be able to receive our mobileTAN SMS.

For customers of a foreign mobile communications provider:
The sending of SMSs works around the world and has been tested by us in selected countries. We ask for your understanding that we cannot give a complete list of the various providers here.
General rule: if you can receive a "normal" SMS from an Austrian mobile telephone, you will also be able to receive our mobileTAN SMS.

 
Why is it not possible to designate a foreign telephone number in OnlineBanking?          top
To make data entry as easy as possible, only Austrian mobile communications providers are listed; however, you can inform us of such a telephone number at any Bank Austria branch and make arrangements for switching to the mobileTAN procedure there.

 
Why have 4 digits of my telephone number been defaced?          top
To make sure that your telephone number remains confidential and to prevent other persons from snooping on it (e.g. by looking over your shoulder).  

 
How can I change the telephone number to which mobileTANs are to be sent?          top
You can change your mobileTAN phone number directly in OnlineBanking in "Options / Change phone number".

 
Why is it not possible to sign more than 3 orders at a time with a single mobileTAN?          top
The maximum number of characters in SMS messages is limited. For this reason, the number of orders that can be signed together is limited to 3. The following orders (or any combination of them) may be signed with a mobileTAN: domestic orders, Internal Market orders, standing orders, direct debit orders, sweep orders, orders to buy or sell securities. The less frequently used types of orders – i.e. foreign orders and foreign cheques – need to be signed separately in each case.

 
What will I have to do if I want to sign more than 3 orders?          top
As explained above, it is not possible to sign more than 3 orders at a time in OnlineBanking. Business customers and corporate customers can avoid this restriction by using BusinessNet.

 
Is there a transfer limit for mobileTANs?          top
The TAN limit that you can set under "Options" / "Limit configuration" also applies to mobileTANs. There is no other limit for mobileTANs.

 
What happens if my mobile phone is stolen?          top
If your mobile phone is stolen, you should arrange for the SIM card to be blocked by your mobile communications provider. If you get a new SIM card with the same telephone number, no further action is required. If you get a new telephone number and want the mobileTANs to be sent to this new number, please arrange for the telephone number to be changed at any Bank Austria branch.

 
Can I use mobileTANs and TAN letters alternately?          top
No, you can use either one or the other procedure per system (OnlineBanking, BusinessNet).

Can I use different TAN procedures in OnlineBanking and BusinessNet?          top
Yes, you can use different TAN procedures for OnlineBanking, BusinessNet, BusinessLine (only TAN) and MBS products (only TAN). You can, for example, sign with mobileTAN in OnlineBanking and with iTAN in BusinessNet.

Can I use different telephone numbers in OnlineBanking and BusinessNet?          top
Yes, you can registrate different telephone numbers in OnlineBanking and BusinessNet.

Can I use mobileTAN in BusinessLine as well?          top
No, the PC-software BusinessLine and MBS products use the TAN procedure based on TAN letters.

 
How can I switch back to the iTAN procedure?          top
You can make arrangements for switching back to the iTAN procedure at any Bank Austria branch (please present a photo ID).

 
Why is mobileTAN currently the most secure electronic signature system?          top
There is no need for sending and keeping TAN letters, and you do not have a number of TANs which are vulnerable to phishing attacks. Moreover, each mobileTAN is linked to a specific order (or a maximum of 3 orders which are signed together) and can only be used for that order. If an unauthorised person gets access to a mobileTAN, this does not involve any risk.

 
Is the iTAN procedure no longer secure?          top
If you exercise due care pursuant to section 5 of our Terms and Conditions for OnlineBanking Services, use of the iTAN procedure is secure. Due care includes, for example, keeping TAN letters in a safe place, taking ordinary security precautions on the PC and avoiding third-party snooping on user data (e.g. by way of phishing websites).