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Questions and Answers for VP Bank e-banking

Frequently Asked Questions (FAQ)

Please find here frequently asked questions and the corresponding answers.

Access to WebClient and JavaClient

How can I start VP Bank e-banking?

Since spring 2018, VP Bank offers a new access directly to the client portal via www.vpbank.com. The existing JavaClient will be replaced in the next weeks and months. We recommend using the new WebClient already today.

Is it possible to change the pre-set log-out time?

Yes. This can be done via Preferences > Security > Automatic log-out. A number of different times are available.

Supported browsers

Why is my browser no longer supported?

VP Bank wishes to offer you the highest possible security while using our electronic services. Security updates are no longer available for older browser versions. Furthermore, manufacturers no longer provide technical support. Older browsers are therefore more prone to hacker attacks or malware.

Username / password

The system displays the message «invalid username» or «wrong password». What does that mean?

Please check whether you have entered the user name and the password correctly. Please observe capital and lower-case letters.

I have forgotten my password or it was blocked. What can I do?

If you have forgotten your password or if it was blocked, please contact the VP Bank e-banking hotline.

How can I change my password?

You can change your password by going to the menu item User name > Settings. For security reasons, we recommend changing your password on a regular basis. Use at least 8 characters for your password and use a mix of capitals and lower-case letters, punctuation and figures. Never use words that might appear in a lexicon.

Account information

How up-to-date are my account and securities account data?

These data are updated step by step. Securities are valued based on the previous day’s closing price.

Why do I see no accounts or assets under my username?

Applies only to e-banking plus users:
The user has not yet been granted the necessary access rights. Please contact your superuser who must allocate the necessary clients and rights to the user.

Applies only to e-banking users:
No accounts have been allocated to your e-banking agreement yet. Please contact your client advisor.

How do I display the interest rates in the asset summary?

The interest rates can be found in the "Custom" tab. It is not possible to display them in compact mode.

Are fixed-rate mortgages shown in the maturity list?

All loans, including mortgages, are shown under "Maturities".

Can you order asset statements on a mobile device?

Asset statements can be ordered on a mobile device via e-banking (Web Client).

Domestic and foreign payment transactions

Why are my recorded payments not displayed in the payment order overview?

Please check the filter settings in the payment order overview. Set the filter «Status» to «All» and click on «Refresh». Set the period according to your needs. You will then see a list of all payment orders.

Is the cost summary also displayed for foreign payments?

No. The cost summary is only displayed for stock exchange orders.

My recorded payment is still not showing, despite a check of the filter settings?

Perhaps you have entered a standing order, by mistake? Please check by going to the menu Payment transactions > Standing orders.
Then, cancel the standing order and enter a new payment order.

Why am I unable to make an account-to-account transfer?

Account-to-account transfers are possible only within the same client relationship. If a transfer is not possible, please use the payment type «Internal bank transfer».

How can I see whether or not a payment order has been executed?

The payment has been executed if the relevant transaction is identified by the status «Executed» in the payment transaction overview. For more descriptions of the various processing statutes, please see below:

Approved
The payment order was recorded and is ready for transmission to VP Bank. At this point, the order can still be changed or cancelled.

Being processed
The payment has been transmitted to VP Bank for verification. At this point, the order can no longer be changed or cancelled.

Executed
The payment has been made.

Being verified
The order size exceeds the funds available on the account. Any further processing will be accomplished by your client advisor.

Approval 1 necessary
The payment must be approved by an officer with single signing authority or by two officers with joint signing authority in VP Bank e-banking.

Approval 2 necessary
The payment must be approved by an officer with single signing authority or by two officers with joint signing authority in VP Bank e-banking.

May I create payment templates?

You may not create payment templates, but you may copy previously recorded payments and supplement the necessary details. If you have already entered a beneficiary for a previous transaction, it will be automatically stored in the beneficiary directory and proposed by VP Bank e-banking for your selection. In the payment order mask, click on the magnifying glass next to the beneficiary field to go to the Beneficiary directory.

Why is my collective payment not being executed and has stayed in the «Approved» status for a longer period of time?

Collective payment orders are executed only six times a day. If a payment needs to be made immediately, change the collective payment order to a single payment order by clearing the tick in the «Collective payment order» checkbox.

May I enter payment orders to the debit of my savings account?

From your savings account, you may only make transfers to other accounts within the same client relationship.

How can I make transfers to another account within VP Bank?

Please use the menu Payments > New payment order > Internal bank transfer.

Is foreign exchange trading possible?

No. At present, foreign exchange trading is only possible by means of account transfers.

Why am I unable to change the execution date?

The functionality used to change the date of standing orders is, by default, deactivated. In order to activate it, click on your User > Settings and change the standing orders rule.

Is it possible to enter beneficiaries yourself?

No. New beneficiaries are automatically included in the list of beneficiaries once a payment has been executed successfully.

Does the LSV (direct debit) summary also show credit cards?

Yes. Credit cards are shown in the LSV (direct debit) summary. At present, credit cards cannot be managed via e-banking.

Standing orders

Why am I unable to process all of my standing orders?

VP Bank e-banking displays all standing orders. But you may only revise or cancel standing orders which you have actually entered in e-banking. Please contact your client advisor if you are unable to revise any standing orders.

Can I activate / deactivate standing orders?

You can activate / deactivate standing orders by selecting the relevant standing order in the menu under Payments > Standing order overview and then right-clicking on «Activate order» or «Deactivate order».

ISO 20022 and BESR

Why am I unable to send may ISO file?

You are not authorised to make payments or the ISO file is not consistent with the prescribed format standard. Please contact the e-banking hotline.

How can I obtain BESR data and/or LSV+ journal entries via VP Bank e-banking?

BESR data and LSV+ journal entries can be obtained via the function Payments > Data transfer > «Download BESR files».

Prerequisite:
You need additional authorisations to download BESR data. Please contact your client advisor or, in case of an e-banking plus agreement, contact your superuser.

Can I obtain BESR data more than once?

Yes, BESR data can be obtained retroactively for up to 24 months. For that purpose, please activate the date in the «Download BESR files» mask and search for the desired date in the list.

Stock market / money market

What securities can be traded via VP Bank e-banking?

In principle, all securities can be traded via VP Bank e-banking; to the exclusion of precious metals, OTC options and Futures.

When will securities orders be processed?

Our trading desk is available from 03:00 am until 10:00 pm CET.
Securities orders placed after 8:00 pm will be processed as follows:

  • ”Day“ limited orders will not be executed.
  • Orders that are valid for several days will be placed on the following exchange day.
How can I recognise whether a securities order has been executed?

In the menu Stock market > Stock market order overview, you will see a summary of all your securities orders. Any order has been transacted once its status indicates «Executed».

What do the various processing statuses mean?

Being processed
The order has been transmitted to VP Bank for verification. The order can no longer be changed.

Received
The order has been accepted by VP Bank for further processing.

Executed
The order was executed.

Partial execution
Only a portion of the total order has been executed until now. The partial executions are displayed, in detail, in the Securities order overview.

Expired
The order could not be executed at the desired price by the given deadline.

Partially expired
A portion of the order has expired.

Being cancelled
The user has entered a request to cancel the order.

Cancelled
The order has been cancelled either by the user or by VP Bank.

Partial cancellation
A portion of the order has been cancelled.

Rejected
The order has been rejected by an authorised party.

Approval 1 necessary
The order must be approved by an officer with single signing authority or by two officers with joint signing authority in VP Bank e-banking.

Approval 2 necessary
The order must be approved by an officer with single signing authority or a second officer with joint signing authority in VP Bank e-banking.

Will I be informed when time deposits are due?

You will receive a message in VP Bank e-banking seven days prior to the maturity of any time deposit.

Note: In e-banking plus, the authorisation for messages on maturities must be allocated by the superuser.

e-Post

What is e-Post?

You do no longer wish to receive your bank statements by normal post, but conveniently retrieve them in VP Bank e-banking? Then, e-Post is the right choice for you. Correspondence will be automatically delivered to you as a PDF file in VP Bank e-banking.

How can I use e-Post in VP Bank e-banking?

In order to be able to use e-Post in VP Bank e-banking, we need to receive a signed application for the use of e-Post. Please use the below application. Simply print the document and send it to your client advisor.

Applications for use of e-Post

Where can I find my e-Post?

You will receive your e-Post in the form of a PDF file in VP Bank e-banking under Documents > Banking statements.

What will it cost to use e-Post?

VP Bank provides its clients with e-Post free of charge. The generally applicable fees will apply to orders for additional bank statements.

For how long will these electronic banking documents be available in VP Bank e-banking?

e-Post documents will be available for 24 months under banking statements.

Can I unsubscribe to e-Post?

You can cancel e-Post at any time. Please contact your client advisor to do so.

e-ordering of asset and account statements

Where do I find the asset and account statements I requested in VP Bank e-banking?

You can find your asset and account statements in the menu e-Post > e-order overview. You may download the PDF files there. Please observe that it might take a few minutes before you can retrieve the requested asset and account statements.

For how long will the asset and account statements be available in VP Bank e-banking?

The requested asset and account statements remain available for two months.

Is there a charge for ordering asset and account statements?

There is no charge for ordering asset and account statements.

Notifications

Where can I find messages in VP Bank e-banking?

Messages can be retrieved in the e-banking message overview.

Can I also transmit orders to VP Bank via the message functionality?

VP Bank will not execute any payment or securities orders which have been placed in an e-banking message. Please use the function available for that purpose in e-banking.

Superuser

Why do I have a Superuser?

You have concluded an e-banking plus agreement. Your superuser controls the users.

Why do I need the superuser?

The superuser is a kind of administration user. You may use the superuser to create, block or cancel users or to allocate the necessary rights and clients under an e-banking plus agreement.

Link to the manual:
User manual

Mobile Token

How can I register my smartphone as a mobile token?

You may register your smartphone as a mobile token in the e-banking app. Log in as usual and select «Mobile token» under the Services menu. Then, you can register your mobile token by assigning a name and complete the registration process by clearing it with the VP Bank Security Token. For a detailed description, please use our Security token brochure.

I would like to use the mobile token to log in to the mobile app on my smartphone. Why is it not working?

For security reasons, the device registered as the mobile token cannot be the same device that you use for VP Bank e-banking. If you want to use the e-banking app on the smartphone, that is also your mobile token, you cannot use the procedure to log in. However, if you were to use the app on a tablet with your smartphone as the mobile token, for example, it is possible to use the mobile token procedure.

Does the mobile token also work for smartphones with foreign subscriptions?

Yes. In this context, there are restrictions on downloading apps (Apple App Store, Google Play Store) if you are in the USA, regardless of the type of subscription.

No push notification is displayed. What can I do?

If no push notification is displayed, we recommend restarting your VP Bank e-banking app. The app should directly display all push confirmation notifications. Please compare the session number in the notification with the number displayed in the log-in window of your computer and confirm the current push notification if the numbers match. After this confirmation, the log-in will be continued on the computer.

For how long will the push notification be valid?

The push notification will be valid for 100 seconds. If the notification is not confirmed within this time, the message «Time has run out» will be displayed on the e-banking client. Repeat the procedure to generate a new push notification.

e-banking Hotline