Deutsche Wealth Online

 

Frequently Asked Questions - FAQs December 2018

 

Section 1 – Starting with Deutsche Wealth Online

 

1. What is Deutsche Wealth Online? Who is it for?

Deutsche Wealth Online is the online banking service for the clients of Deutsche Bank Wealth Management Switzerland. It is available on desktop browsers as well as apps for Android and iOS smartphones and tablets.

2. What is required in order to use Deutsche Wealth Online?

You will need to: 


         - Be a client of Deutsche Bank Wealth Management Switzerland
         - Have an Android or iOS smartphone or tablet with an internet connection, using Deutsche Wealth Online is not possible without these devices
         - Install the Deutsche Wealth Online app on a device above
         - Sign the online banking contract

 

Please contact your relationship manager in case you don’t have your login details.

3. How do I install the Deutsche Wealth Online app?

Open either the Google Play Store or Apple App Store and install "Deutsche Wealth Online CH". Please note that Deutsche Wealth Online might not be available in all geographical areas.

4. Which Android operating systems are supported?

The supported versions are 6 Marshmallow and above.

5. Which iOS versions are supported?

The supported versions are 9 and above.

6. Which browsers are supported?

The supported browsers are the latest versions of Chrome, Safari Edge, and Internet Explorer.

7. Can I use Deutsche Wealth Online without a computer?

Yes, you can use Deutsche Wealth Online independently on your smartphone or tablet

8. I am a client but I don’t have access to the existing online banking Wealth Management Online but would now like to start using Deutsche Wealth Online. What do I need to do?

Please contact your relationship manager to start the process.

9. Can I use the existing online banking, Wealth Management Online, in parallel with Deutsche Wealth Online?

Yes, you can still use Wealth Management Online. Continue logging in with your existing credentials and your hard token on your desktop browser.

Please note that if you change your password in Deutsche Wealth Online, it will not be synchronised in Wealth Management Online and vice versa.

10. My operating system is older than the supported ones. Can I still use the app?

On most of the older devices you can still use Deutsche Wealth Online. However, using such a device is not recommended as some functionalities or the graphical user interface might not respond correctly.

11. Why cannot I find the app in the Google Play Stsore or Apple app store?

There may be several possible reasons for this: 
         - Minimum device and/or operating system requirements are not met: 6 Marshmallow and above or iOS 9 and above.

         - You are in a geographic area which is not supported. Contact your relationship manager.

 

Please note that, for security reasons, the app does not run if your smartphone has been altered by "jail-breaking" or "rooting".

12. Can I use Deutsche Wealth Online on multiple smartphones, tablets and computers?

Yes, this is possible. After you have registered the app on one smartphone or tablet, download it on other devices and log in. You can use a mix of Android and iOS devices.

 

The freshly installed apps will ask for a one-time password (OTP), which you will need to create on the log in screen in the app you have already activated.

 

You can use any computer for accessing Deutsche Wealth Online. However, please note that you will need your smartphone or tablet with the app to log in or for confirming payments.

13. Can multiple usernames be used on one app and device?

No, only one username can be registered per app and device. If it is required to change the user, uninstall and install the app again.

14. Can Deutsche Wealth Online be used offline?

No, Deutsche Wealth Online cannot be used offline.

15. How much does it cost to use Deutsche Wealth Online?

For details on fees, please refer to the recent fee schedule provide to you.

16. Why does Deutsche Wealth Online request permission to access telephone and or storage during installation?

This is required for activating a digital token, which is personalised to your device, and storing secure authentication data on your device.

17. Can I use Deutsche Wealth Online on my smartphone or tablet that has been altered via "jail-breaking" or "rooting"?

No, for security reasons this is not possible.

18. I bought a new smartphone. What do I need to do in order to activate Deutsche Wealth Online app on it?

Install the "Deutsche Wealth Online – CH" app from Google Play Store or Apple App Store.

         - If you have another smartphone or tablet with the app: Install the app on the new device and create a one-time password (OTP) on the other device to activate the app on the new device.

         - If you do not have another device with the app: Request a new digital token authorisation code from your relationship manager.

19. I would like to have a separate device for creating one-time passwords (OTPs) instead of creating them on my smartphone or tablet. Is this possible?

One-time passwords can only be generated using the Deutsche Wealth Online app on your smartphone or tablet. Other devices, like hard tokens, are not available. Section 2 – Logging into Deutsche Wealth Online

 

Section 2 – Logging into Deutsche Wealth Online 

20. How do I log in for the first time?

Once you have received your username, password and digital token authorisation code, plus returned the acknowledgement of receipt back to the bank, it’s time for your first log in.

 

Follow the instructions on the Deutsche Wealth Online app. You may also watch this tutorial video. Please contact your relationship manager for any assistance.

21. I am already using the existing online banking, Wealth Management Online. Can I log into Deutsche Wealth Online with my existing user credentials and hard token?

In some cases this is possible for a limited time, please contact your relationship manager for further information.

 

However, if you want to create payments in Deutsche Wealth Online, you will need to sign a new online banking contract and migrate to digital token.

22. Can I create one-time passwords (OTPs) on the app login screen without internet connection?

No, this is not possible.

23. I would like to have a separate device, e.g. a hard token for creating one-time passwords (OTPs) instead of creating them on my smartphone/tablet. Is this possible?

One-time passwords can only be generated using the Deutsche Wealth Online app on your smartphone or tablet (iOS or Android). Other devices like hard tokens are not available.

24. I have forgotten my username or password. How can I retrieve it?

Please contact your relationship manager who can resend your username or reset your password.

25. How do I change my username?

Your username cannot be changed.

26. How can I change my password or device PIN?

Navigate to menu > Settings > Security and then choose

          - Change login password

          - Change device PIN

27. How do I change my address, phone number or email?

Please contact your relationship manager for assistance on changing your contact details.

 

Section 3 – Security and privacy

28. How secure is Deutsche Wealth Online?

Deutsche Wealth Online is fully secure and encrypted end-to-end with industry-leading standard encryption algorithms.

29. How secure is the app against hacker attacks?

The app undergoes intensive and thorough penetration testing to enable it to deter hacking attacks.

30. Is data stored in the app or on the mobile device?

No client data is stored in the app. Only authentication data is stored on the user device.

31. Can Apple, Google or other companies or apps also read the data from the app?

No, client data is not made available to third-party companies.

32. Why does the app request permission to manage phone calls on my Android device?

This permission is required to identify the device correctly during the initial set-up and later to ensure that it is still the same.

 

Please note that Deutsche Wealth Online will not make, receive or manage phone calls on your device.

 

The application will not be able to function without this permission being granted. If needed, activate this permission by navigating to device settings and under applications add telephone permission to Deutsche Wealth Online.

33. Who can access my Deutsche Wealth Online account?

Your Deutsche Wealth Online account is fully personalised and can only be accessed using your credentials.

34. Why should I always logout?

You should always logout from your online banking session before moving away from your phone. This ends your session and helps to prevent any unauthorised access to your data or fraudulent transactions. The Deutsche Wealth Online app also has a fixed auto logout feature after 15 minutes of inactivity, to prevent unauthorised access.

35. How do I logout of Deutsche Wealth Online?

To logout, press the logout icon in the upper right corner and confirm your selection. The Deutsche Wealth Online app also has an auto logout feature after 15 minutes of inactivity to prevent unauthorised access.

36. I suspect my account has been accessed without authorization. What should I do?

First change your password and device PIN within the Deutsche Wealth Online app. Then contact your relationship manager in order to take further actions.

37. My access is blocked. Why this is and what do I need to do?

Your access could be blocked due to one of the following reasons:

         - Entering a wrong password, device PIN or one-time password (OTP) more than 5 times

         - Fraudulent access has been reported and access has been blocked

         - Deutsche Wealth Online is not available in your location or your new location

 

Contact your relationship manager for further assistance.

38. I have lost the smartphone that I use to generate the digital token. What do I do?

Please contact your relationship manager to block your account and to reset your log-in credentials.

39. Why are you moving from the hard token to the digital token?

One of the major reasons for moving to the digital token is to make the client experience seamless. No additional device is required to log in or execute payments. Users also benefit from even higher security standards.

40. How can I create a secure device PIN or password?

Choose a phrase that no one will easily guess. Don't use a word or phrase of special importance to you – like a birthday or family member. Also, do not use default passwords, such as "password", "password123", "1234", "admin", guest, among others, as they are easily guessed. Use at least one capital letter and one number. Mixing them up makes the password more difficult to guess.

41. How can I create a one-time password (OTP)?

You can generate a one-time password in two ways:

          - On the app login screen: Tap Generate OTP and follow instructions

          - If already logged into the app: Navigate to Menu > Settings > Security > Generate OTP and follow instructions.

42. What should I do with my old hard token?

 If you do not intend to use the legacy online banking platform, Wealth Management Online, anymore, please send back the hard token to your relationship manager.

 

Section 4 – Notifications

43. How can I customise the notifications I receive?

The Notification Center displays alerts relevant for your user account. You can access these by clicking the Notification Center icon (bell symbol) on top of the screen. You can select to see notifications for

          - Upcoming maturities

          - New reports

 

Modify the above in Menu > Settings > Notification Settings.

44. Can I receive notifications whenever the status of a payment order changes?

You will find the latest status of your payment on the Payments screen. Notifications for payment status changes are not currently available.

 

Section 5 – Settings

45. What can I do in settings?

In the settings menu you can see four categories:

           - Security: Change login password, set Touch ID, change device PIN and generate one-time password (OTP)

           - Preferences: Manage consolidated portfolio view, select preferred currency and change the app language

           - Notification Settings: Select the notification types for which to receive notifications

           - Terms & Conditions: View the terms & conditions and the online services privacy statements.

46. I have selected English/German as the language but some position or transaction details are shown in another language. What is the reason?

Deutsche Wealth Online takes data directly from our core banking system. In case your preferred communication language in our core systems is different from your preferred language in Deutsche Wealth Online, your portfolio data may be displayed in the first language mentioned.

47. What is the Consolidated View?

Consolidated view provides with an aggregated summary across multiple portfolios. Consolidation includes selected information such as asset, valuation and currency allocations, plus positions and market values. However, performance is not aggregated.

 

Manage consolidated view in Menu > Settings > Preferences > Manage Consolidated View.

 

Section 6 – Payments

48. How do I make payments?

Navigate to Menu > Payments and click the button New Payment.

49. The payments functionality appears disabled in my application. How can I enable it?

Please contact your relationship manager to activate the payments functionality.

50. How do I save beneficiaries’ details for future payments?

All new beneficiaries on confirmed payments are automatically saved for future use. These will appear on the beneficiary list the next time you enter a payment.

51. Is the beneficiary list available on all devices?

Yes, the beneficiary list is available across all devices: smartphone, tablet and desktop.

52. Can I enter payments offline?

No, Deutsche Wealth Online cannot be used at all when internet connection is not available.

53. Can I delete or modify a payment entered in Deutsche Wealth Online?

You can change or delete any payment while its status appears as pending.

54. How can I see details of a payment?

Navigate to Menu > Payments and find the related payment on the list or use the search functionality. Select the payment to see its details.

55. How do I modify or cancel a payment?

To cancel or modify a payment, navigate to Menu > Payments and find the related payment on the list or use the search functionality. Verify that its status is pending, then select the payment to see its details and press either cancel or modify.

56. What is the difference between execution and value dates?

In payments, the execution date refers to the day on which a payment is processed. The value date is the day on which the funds are actually debited from the account.

57. What are my online payment limits?

In Deutsche Wealth Online the limit for a single payment is CHF 25 000. Please contact your relationship manager if you need to place a payment with a greater amount.

58. Can I schedule a transfer for a national/public holiday, Saturday or Sunday?

No, it is not possible to schedule payments on national/public holidays, Saturdays or Sundays.

59. Why do I need to confirm payments with my device PIN on the app?

This is an additional security measure we have installed to make online banking more secure. The device PIN is also connected to the digital token in the app and therefore you don’t need an additional app or to carry a hard token with you for transaction confirmation. This all makes payments more convenient and faster.

60. What happens if the connection to the server is interrupted while entering a payment?

An error message will be displayed and the payment will not be processed.

61. What are pending payments?

These are payments, which have not been executed. Possible reasons are for instance

           - The execution date is still in the future

           - Payment review in process but not yet executed.

 

For further information contact your relationship manager.

62. How much does a domestic or foreign payment cost?

Starting in 2019, fees for payments executed via Deutsche Wealth Online will be significantly reduced compared to payments executed through your relationship manager or service desk. For details on fees, please refer to the recent fee schedule provided to you.

63. Which exchange rate is used for payments in foreign currency?

For payments initiated via Deutsche Wealth Online, we apply the same intraday rates applicable for traditional payments.

64. Can I do payments in all currencies?

Deutsche Wealth Online enables you to execute payments in Swiss Franc, Euro, US Dollar, British Pound, Japanese Yen, Canadian Dollar and Singapore Dollar.

 

Section 7 – Reports

65. What are the different reports that are available?

The reports that are available to download within Deutsche Wealth Online are:

           - Portfolio Statements

           - Account Statements

           - Advices

           - Tax Statements

           - Other Documents

           - Customized Reports

66. What are custom reports?

There are two custom report types available in Deutsche Wealth Online:

           - Transaction History - This report provides details of the transactions done across the positions for a particular portfolio or all portfolios

           - Extract Positions - This report provides details of the positions within the portfolio, mapped to the corresponding asset classes.

67. Do I get notified when a new report is available?

Under Menu > Settings > Notification Settings you can define if notifications for new reports are shown. If notifications have been enabled, they will be shown on the top of the Deutsche Wealth Online screen when the application is open.

68. Will I be able to mark a report as read?

You can select any unread report and then press the Mark as read button.

69. Can I filter reports?

Yes, you can filter to see reports by their unread status, or by report types (e.g. portfolio statements or advices).

70. Can I download reports?

Yes, downloading is available when using Deutsche Wealth Online on a desktop browser.

71. How long will my reports be available on the app?

Reports will be available on Deutsche Wealth Online for two years counting from their release date. You may view and download them as many times as needed during this time.

 

If you need these reports after the two years' availability period, we recommend saving them on your personal storage.

72. Do I need additional software to view reports?

If you are using Deutsche Wealth Online on a desktop browser, you will need Adobe Acrobat Reader to view reports. You can download the latest version for free at get.adobe.com/reader.

 

Section 8 – Troubleshooting

73. Do I have to be a client of Deutsche Bank Wealth Management to use the app?

Yes, Deutsche Wealth Online CH is only available for Deutsche Bank Wealth Management clients registered in Switzerland.

74. I cannot find or download the app in the app store. Why?

There may be several possible reasons for this:

           - Minimum device and/or operating system requirements are not met: Android 6.0 Marshmallow and above or iOS 9.0 and above.

           - You are in a geographical area which is not supported, contact your relationship manager for information

           - Your mobile data connection might be compromised, check the connection and try again.

 

For security reasons, it is not possible to use the app if your smartphone or tablet has been altered by "jail-breaking" or "rooting" (removing certain software restrictions).

75. I have forgotten my username/password. How can I retrieve it?

Please contact your relationship manager who can

           - Resend your username

           - Reset your password.

76. I accidentally deleted the Deutsche Wealth Online app from my device. What do I need to do to start using it again?

Install the "Deutsche Wealth Online – CH" app from Google Play Store or Apple App Store.

           - If you have another smartphone or tablet with the app: Install the app on the new device and create a one-time password (OTP) on the other device to activate the app on the new device.

          - If you do not have another device with the app: Request a new digital token authorisation code from your relationship manager.

 

Also, verify that you still have your username and password at hand.

 

77. The payments function appears disabled in my application. How can I enable it?

Please contact your relationship manager to activate the payment functionality.

78. I have selected English/German language as my preference but some position or transaction details are shown in another language. What is the reason?

Deutsche Wealth Online takes data directly from our core banking system. In case your preferred communication language in our core system is different from your preferred language in Deutsche Wealth Online, your portfolio data may be displayed in the former.

79. I suspect my account has been accessed without authorization. What should I do?

First change your password and device PIN in Deutsche Wealth Online. Then contact your relationship manager in order to take further actions.

80. Why is my access blocked?

Your access can be blocked due to one of the following reasons:

           - Entering a wrong password / PIN / one-time password (OTP) more than 5 times

           - Fraudulent access has been reported and access has been blocked

           - Deutsche Wealth Online is not available in your location

           - Your network provider may be having general problems or there may be a problem with your network connection.

 

Contact your relationship manager for more information and for unblocking your Deutsche Wealth Online access.

 

81. When I am inserting, setting up or changing my device PIN, I receive an error message declining me access to Deutsche Wealth Online on my Android device. Why is this?

In order for Deutsche Wealth Online to function correctly, it requires a telephone permission on your device. It is possible, that this permission has not been granted, which could be causing the error message.

 

This permission is necessary to identify the device correctly during the initial set-up and later to ensure that it is still the same.

 

To grant this permission, navigate to device settings and under applications add the telephone permission to Deutsche Wealth Online. Please note that the application will not make, receive or manage phone calls on your device.

82. I have lost my smartphone. What should I do?

Contact your relationship manager to reset your password as soon as possible.

 

As an additional security measure, you may also request for a new digital token authorisation code. This will immediately disable your access on all devices until you have received the new code. All devices will need to be re-activated before they can be used again.

83. Who do I contact in case of questions or issues?

Contact your relationship manager for any additional information.

 

Glossary

84. What is iOS?

iOS (formerly iPhone OS) is a mobile operating system created and developed by Apple Inc. exclusively for its hardware. It is the operating system that currently powers many of the company's mobile devices, including the iPhone, iPad, and iPod Touch. It is the second most popular mobile operating system globally after Android.

85. What is Android?

Android is a mobile operating system developed by Google, based on a modified version of the Linux kernel and other open-source software, designed primarily for touchscreen mobile devices, such as smartphones and tablets.

86. What is a hard token?

This is a small physical device, which holds an authentication key. This key is used to generate one-time passwords for authentication processes, such as logging into online banking.

87. What is a digital token?

This is a digital authentication key contained in the Deutsche Wealth Online app. This key is used to generate one-time passwords (OTPs) for authentication processes, such as logging into the online banking or confirming payments. A digital token needs to be activated with an authorisation code or with an already existing hard token.

88. What is an authorisation code?

This is a code provided by the bank for activating a digital token in the Deutsche Wealth Online app and it is needed during the set up process.

89. What is a device PIN?

This is a personal identification number (PIN) that you will be requested to set up on your smartphone or tablet when using Deutsche Wealth Online on that device for the first time.

It is used for logging in and creating one-time passwords (OTPs). The device PIN can be different on each device you use.

90. What is a one-time password (OTP)?

This is a single-use password to confirm secure operations, such as logging into online banking. An OTP expires in a few minutes after it has been issued.

91. What is phishing?

Phishing is the fraudulent attempt to obtain sensitive information such as usernames, passwords, and credit card details, often for malicious reasons, by disguising as a trustworthy entity in an email.

92. What is pharming?

Pharming has established itself as a generic term for various types of domain name system (DNS) attacks. A targeted manipulation of the device is carried out with the aid of a Trojan or a virus, leading to fake websites being accessed from the infected device, even if the address has been entered correctly.

 

In order to detect this manipulation, please always make sure that the address of the online banking starts with ‘https’. Also, always make sure that your browser displays a closed padlock icon and check the server's certificate. Install a firewall, virus scanner, anti-spyware software and update these programs regularly. Let the virus scanner and anti-spyware software perform regular checks on your device.

 

Disclaimer

 

Investments are subject to investment risk, including market fluctuations, regulatory change, counterparty risk, possible delays in repayment and loss of income and principal invested.

 

Please note that access to and functionalities available via the online banking solution will depend in particular on the place of residence and type of account.

 

This document has been approved and/or communicated by Deutsche Bank AG or by its subsidiaries and/or affiliates ("DB") and appears as a matter of record only. Deutsche Bank Wealth Management offers wealth management solutions for wealthy individuals, their families and select institutions worldwide and is part of the Deutsche Bank Group. This document does not constitute an offer or a recommendation to enter into any transaction. The services described in this document are provided by Deutsche Bank AG or by its subsidiaries and/or affiliates in accordance with appropriate local legislation and regulation.