Online Banking Help & Support

Here are some solutions to the most frequently asked questions regarding login to our online banking system. If you have a question that does not fit here please do not hesitate to contact your Relationship Manager.

How do I make a payment or transfer?

You can use our Payments 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. You will be prompted with an Authorisation Request to send a temporary link to your registered email. Click Confirm.
  4. You will receive an email from us with a password reset link. Open this link.
  5. Press 'confirm' to send an SMS to your registered mobile number.
  6. Enter the 6 digit code recieved by SMS.
  7. 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 open your Turicum Authenticator App and you will see the User ID starting with “E”.

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 can 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.

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. How do I transfer my 2FA?

  1. Install the Turicum Authenticator on you new device.
  2. Login to Online Banking using the Turicum Authenticator on your old phone.
  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 old device.
  5. You may now remove the old device from the Settings screen of Online Banking. The token serial numbers can help you identify which one this is.

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 RM.

  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 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 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).