How safe is transmission by SMS?
We have a failure-resistant direct connection to SMS gateways (SMSC) of various well-established providers (e.g. A1). This means that quick delivery and a high level of availability are ensured.
Which mobile communication providers support the delivery of mobileTANs?
Delivery is supported by all Austrian mobile communication providers and is regularly tested by us.
For customers of Austrian mobile communication providers outside Austria:
Please ask your provider in which countries and with which mobile communication providers roaming agreements have been concluded.
General rule: If a “normal” SMS is delivered to you via roaming, you will also receive our mobileTAN SMS.
For customers of foreign mobile communication providers:
Delivery via SMS works worldwide and has been tested by us in selected countries. We ask for your understanding that we cannot provide a full list here.
General rule: If a “normal” SMS is delivered to you from an Austrian mobile phone, you will also receive our mobileTAN SMS. (The only known exception is China Mobile.)
Is there a charge for the SMS?
No, delivery of the SMS is free of charge. Please note that your provider may charge a roaming fee for an SMS received abroad.
Do I have to reply to the SMS?
No, receipt of the SMS will suffice. A reply to sender number 050505 26101 will not reach us.
How long will it take for the SMS to arrive?
If the mobile phone works and is switched on, delivery will as a rule take a few seconds.
Haven't received the SMS on your mobile phone?
Please try once more to have a mobileTAN delivered to your mobile phone, and also try to have an SMS delivered to you from another Austrian mobile phone. If you do not receive either SMS, please check if your SMS memory is full. If you receive an SMS from another Austrian mobile phone but do not receive our mobileTAN SMS, please contact our hotline at 050505 26100.
How long will the bank try to deliver the SMS if it cannot be delivered immediately, e.g. because the mobile phone has been switched off?
The first attempt to deliver the SMS will be made immediately after the relevant request, and the next attempt will take place a few minutes later. Then Bank Austria’s SMS gateway will try to deliver the mobileTAN SMS during the next 3 days (72 hours) at different intervals. If your mobile phone cannot be reached within these 72 hours, the SMS will become invalid. You can nevertheless request delivery of a new SMS at any time by bringing the order for signature once more.
Please note: The 3 days mentioned above refer only to the attempts to deliver the SMS; a mobileTAN is valid for 30 days.
Can I have the same mobileTAN sent to me several times?
Yes, for example, if the signature action was cancelled and the same order/orders is/are submitted unchanged for signature once more.
Will the bank block the use of the mobileTAN procedure by me if I have the same mobileTAN sent to me several times?
No. If the bank submits the same order/orders unchanged for signature once more, you will always receive the same mobileTAN on your mobile phone and the use of the mobileTAN procedure will not be blocked.
When will the use of the mobileTAN procedure be blocked?
After four wrong attempts to enter a mobileTAN.
How long will a mobileTAN remain valid?
A mobileTAN is valid for 30 calendar days from the date of delivery (or until it is used correctly).
Why do I receive a new mobileTAN after I have cancelled the entry and changed the order?
Each mobileTAN is generated upon request and can only be used for signing the relevant transaction. If the transaction is deleted or changed, the mobileTAN will become forfeited immediately. You can request a new mobileTAN at any time.
Does the delivery of mobileTANs work outside Austria?
For customers of an Austrian mobile communication provider:
Please ask your provider in which countries and with which mobile communication providers roaming agreements have been concluded. General rule: If a “normal” SMS can be delivered to you via roaming, you will also receive our mobileTAN SMS.
For customers of a foreign mobile communication provider:
Delivery of an SMS works worldwide and has been tested by us in selected countries. We ask for your understanding that we cannot provide a full list here.
General rule: If a “normal” SMS can be delivered to you from an Austrian mobile phone, you will also receive our mobileTAN SMS.
Why have 4 digits of my telephone number been obliterated?
This has been done to ensure that your telephone number remains confidential and cannot be spied out by third parties (e.g. by looking over your shoulder).
How can I change my mobile phone number?
To change or register for mobileTAN signature in either OnlineBanking or BusinessNet, simply pass by in one of our branches or contact your relationship manager. Please have your personal ID ready to identify yourself to our staff while applying for mobileTAN in a branch.
Why can I only sign up to 3 orders simultaneously with a mobileTAN?
The maximum number of characters in an SMS message is limited. Only up to 3 orders of the following types (or any combination of them) can therefore be signed together: domestic transfers, SEPA credit transfers, tax payments, EU cross-border payments, standing orders, sweep orders, securities orders. International transfers and foreign cheques are less frequently used types of payments and need to be signed individually.
What will I have to do if I wish to sign more than 3 orders?
As explained above, the OnlineBanking service enables you to sign a maximum of 3 orders simultaneously. We therefore recommend that you do not enter additional orders until you have signed the first 3 orders with a mobileTAN. If business customers and corporate customers find that this does not meet their needs, we recommend that they use BusinessNet, a service for which this restriction does not apply.
Is there a limit for transfers using mobileTANs?
The transfer limit which you can individually select under “Administration”/”Security”/”Personal Limit” also applies to mobileTANs. There is no further limit for mobileTANs.
What happens if my mobile phone is stolen?
If your mobile phone is stolen, you should arrange for your mobile communication provider to block the SIM card. If you receive a new SIM card with the same telephone number, no further action is required. If you get a new telephone number and would like to have mobileTANs sent to the new number, please arrange for the telephone number to be changed at a Bank Austria branch.
Can I use mobileTANs and the TAN letter alternately?
No, for each service (OnlineBanking, BusinessNet) you can use one or the other procedure.
Can I use different TAN procedures for OnlineBanking and BusinessNet?
Yes, you can use different TAN procedures for OnlineBanking, BusinessNet, BusinessLine and MBS third-party products. For example, you can use mobileTANs to sign orders in OnlineBanking and iTANS to sign orders in BusinessNet.
Can I use different phone numbers for BusinessNet and OnlineBanking?
Yes, you can register different telephone numbers for OnlineBanking and BusinessNet.
Can I use mobileTANs also for BusinessLine?
Yes, our BusinessLine product supports the mobileTAN procedure, please contact your Electronic Banking relationship manager. If MBS third-party products already support mobileTANs, you can also switch to this procedure.
How can I switch back to the iTAN procedure?
You can arrange for the switch back to the iTAN procedure at any Bank Austria branch (please present a photo ID document).
Why is the mobileTAN currently the most secure electronic signature procedure?
There is no need to keep or send TAN letters, and users do not have any “spare” TANs, which may be spied out through phishing. Moreover, every mobileTAN is linked to a specific order (or a maximum of 3 orders which are signed simultaneously) and can only be used to sign that order. This eliminates the risk of a mobileTAN falling into the wrong hands.
Is the iTAN not secure any longer?
Tricksters have recently launched an increasing number of attacks on Austrian bank customers who use iTANs (TAN letter containing 50 TANs). Customers who sign their OnlineBanking transactions with mobileTANs have not been affected by such attacks. Although our customers who use the iTAN procedure did not incur any losses, we want to respond to these attacks and further enhance OnlineBanking security.
We recommend switching to mobileTANs.
And we are introducing a transaction limit of EUR 1,000 per iTAN, as provided for in section 4.5 of the Terms and Conditions for Bank Austria OnlineBanking.
In my holiday home (in my study, in the basement, ...) I cannot receive messages on my mobile phone. Can I use mobileTANs in such locations?
Yes, if you can receive messages on your mobile phone at least temporarily, e.g. in a different place. A mobileTAN is valid for 30 days and the SMS will be delivered as soon as you can receive messages again. Unless you change the order to be signed, the mobileTAN in the SMS may also be used the next time you log in, during a period of up to 30 days.