TURICUM Connect Help & Support

If you are experiencing difficulties to login or to use our online banking system TURICUM Connect, please find below some solutions to the most frequently asked questions.

If your issue or question is not covered below, please do not hesitate to contact your Relationship Manager on her/his personal email or otherwise call us on (+350) 200 44144.

  • Updating your Turicum Authenticator App

    Use the following guides to help you update your Turicum Authenticator App, on your Apple or Android device.

     iOS

     Android

  • How do I make a payment or transfer?

    You can use our Payments Guide to help you through the process.

  • How do I place a security transaction?

    You can use our Securities Trading Guide to help you through the process.

  • How do I enrol for two-factor authentication?

    You can use our 2FA Enrolment Guide to help you through the whole process.

  • I forgot my password
    1. Open the online banking login page.
    2. Click 'Forgot password?'
    3. Enter your User ID and email address
    4. Click 'Confirm' to authorise a request to send a temporary link to your registered email.
    5. You will receive an email from us with a password reset link. Open this link.
    6. Click 'Confirm' to authorise a request to send an SMS to your registered mobile number.
    7. Enter the 6 digit code received by SMS.
    8. You will be prompted to set a new password.
  • I forgot my User ID

    If you have not registered as a First Time User and you do not remember your User ID please contact your Relationship Manager.

    If you have registered as a user and you do not remember your User ID, you can find it when you open your Turicum Authenticator App. Alternatively please contact your Relationship Manager.

  • What are the best practices for creating a password?

    You should use a unique password; one that has not been used on any other website or service (your email account for example). Try not to use words that appear in the dictionary. A password of 12 characters or longer is recommended.

    Our password policy is:

    • Minimum of 8 characters
    • At least 1 uppercase letter, 1 lowercase letter, 1 number, 1 special character
  • Download links do not work (Enable Pop Ups)
    For full functionality of the website content blockers need to be disabled and pop ups enabled. Here's a guide to help you through the settings on popular browsers. Browser Guide.
  • I did not receive a push notification on my mobile when trying to login?

    Check you have network coverage, open the Turicum Authenticator app and request the push notification again. If this is still not received, you have the option to also use an OTP code which can be generated from within the app.

  • What is an OTP?

    OTP stands for One Time Password. They are a sequence of 6 digits. These are generated with the Turicum Authenticator which is an app you need to install on your mobile phone.

  • Logging in using an OTP

    You can use the following  Guide to help you through the process of logging in using an OTP.

  • Where can I download the Turicum Authenticator app?

    You can download our Authenticator app here:

    Android Devices

    Apple Devices

  • How do I find the token serial number in the app?
    1. Open the Turicum Authenticator app on your phone.
    2. Touch your account number.
    3. Select 'Show Token Information'.
  • I don't like remembering a PIN number. Can I use my fingerprint instead?

    Yes. Once you have added your account to the Turicum Authenticator, click the ⚙ icon at the top right of the app. Enable the fingerprint option to use your fingerprint to authorise future requests.

  • I have lost my phone. How can I login?

    Please contact your relationship manager and request to reset your two-factor settings. You will need a new mobile phone and you will need to install the Turicum Authenticator again.

  • I have a new phone. What do I have to do before using it in connection with TURICUM Connect?
      Please note that the Turicum Authenticator will not work if you just transfer the app from your old phone to the new one. Should you have transferred the app together with all your data to your new phone (which is common practice), please uninstall the Turicum Authenticator before following the below steps.
    1. Install the Turicum Authenticator on your new device.
    2. Login to Online Banking using the Turicum Authenticator on your old device.
    3. Open the Settings menu on the navigation bar on the left of the screen.
    4. Select “Register Device” and click on the “+”. Scan the QR code with the Turicum Authenticator app on your new device.
    5. You may now remove the old device from the Settings screen on your Online Banking. The token serial numbers can help you identify which one this is.
  • I have a new phone, but no access to my old phone anymore. What do I have to do?

    Please contact your relationship manager to request a reset of your two-factor settings and advise that you no longer have access to your old phone. Please note that the Turicum Authenticator will not work if you have transferred the app from your old phone to the new one. Should you have transferred the app together with all your data to your new phone (which is common practice), please delete the Turicum Authenticator before following the steps below.

    • 1.Install the Turicum Authenticator on your new phone.
    • 2.Once your settings have been reset, login to Online Banking with your existing login details (not First Time Login) and open the Turicum Authenticator on your new phone.
    • 3.Scan the QR code with the Turicum Authenticator app on your new phone.
    • 4.The app will ask you for a new PIN code which will be valid for your app going forward. Please make sure to memorise the new PIN code.
  • I have reinstalled the Turicum Authenticator and now I cannot login.

    Please contact your Relationship Manager and request to reset your two-factor settings.

  • I did not receive an SMS

    This can happen in the following cirucmstances, please check with your Relationship Manager.

    1. If your registered mobile number with Bank is different to the mobile number you are using.
    2. You have a US or Canadian mobile number, or if you are roaming internationally.
    3. Your mobile SMS network provider is experiencing delays.
  • I did not receive an email during enrolment or when resetting my password.
    • Check your Spam / Junk folders or corporate Spam filter and whitelist Turicum.com if necessary.
    • Contact your Relationship Manager who can verify your registered email address.
  • What is two-factor authentication?

    Two factor authentication is an extra layer of security to ensure that people trying to gain access to an online system are who they say they are. This can be through a combination of any two of the following:

    • Something you know (password, PIN)
    • Something you have (software token, hardware key)
    • Something you are (fingerprint, face recognition)

    Turicum Private Bank enforces a minimum of two-factor through password authentication (something you know) and a token saved in our authenticator app on your phone (something you have). Optionally you may use three-factor authentication through the use of the bio-metric fingerprint reader on your phone (something you are).