Deutsche Wealth Online

 

Frequently Asked Questions - FAQs

 

Section 1 – Installing Deutsche Wealth Online 

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

    Deutsche Wealth Online is the online banking service for clients of Deutsche Bank Wealth Management, registered with Deutsche Bank Wealth Management in Switzerland and Asia-Pacific. It is available on desktop browsers as well as Android and iOS smartphones and tablets.

     

  2. I am a client and would now like to start using Deutsche Wealth Online. What do I need to do?

    The Deutsche Wealth Online onboarding process is simple and can be completed in a few days, with the assistance of your relationship manager.

     

    You will also need to:

    - Use a smartphone running Android or iOS

    - Connect this smartphone to the internet

    - Install the Deutsche Wealth Online mobile app.

     

    After signing the online banking services contract, your relationship manager will send you your first-time log-in username and password by registered mail. You will receive the digital token authentication code in a separate mail and you need to confirm receipt.

     

    Detailed instructions on how to set up your account are available inside the app or in this tutorial video

     

  3. Can I use the existing online banking service in parallel with Deutsche Wealth Online?

    Yes, you can still use the existing online banking desktop application available for clients registered with Deutsche Bank Wealth Management in Switzerland, by logging in with your existing credentials and your RSA hard token. Important note: If you change your password in Deutsche Wealth Online, it will not be synchronized with the old online banking system.

     

  4. I am already using the existing online banking service. Can I start using Deutsche Wealth Online with my existing user credentials and RSA hard token?

    Yes, you can start using Deutsche Wealth Online immediately on your desktop or on your mobile devices, after downloading the app from the App Store or Google Play Store. However, in order to initiate payments you need to sign and return the form you have received by post. Please contact your relationship manager for further information.

     

  5. I don't have a smartphone. Can I not use Deutsche Wealth Online?

    Clients registered with Deutsche Bank Wealth Management in Asia-Pacific cannot use Deutsche Wealth Online without a smartphone.

     

    Clients registered in Switzerland, who are already using the existing online banking platform with an RSA hard token, can continue to use this token, as well as their existing username and password for logging in to Deutsche Wealth Online. However, the payment functionality will only be available with an active digital token, which requires a smartphone or tablet (iOS or Android).

     

  6. Can I apply for Deutsche Wealth Online without a computer?

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

     

  7. Which Android versions are supported?

    6.0 Marshmallow, 7.0 Nougat; Android 7.1.2 API 25.

     

  8. Which iOS versions are supported?

    The supported versions of iOS are v.9 and higher.

     

  9. I have an iPhone version with an iOS version which is not supported by the app. Can I still use Deutsche Wealth Online?

    Yes, on most of the older devices you can still use Deutsche Wealth Online. However, the visual display might not be optimized.

     

  10. Which browsers are supported?

    The supported browsers are IE11, Edge and Chrome (self-updating to latest version).

     

  11. I have an iPhone or iPad. How can I download the Deutsche Wealth Online app?

    Open the App Store and search for "Deutsche Wealth Online CH", if you are a client registered with Deutsche Bank Wealth Management in Switzerland, or "Deutsche Wealth Online APAC", if you are a client registered with Deutsche Bank Wealth Management in Asia-Pacific. Follow the downloading instructions. Please note that Deutsche Wealth Online might not be available in all geographical areas. 

     

  12. I have an Android smartphone or tablet. How can I download the Deutsche Wealth Online app?

    Open Google Play Store and search for "Deutsche Wealth Online CH", if you are a client registered with Deutsche Bank Wealth Management in Switzerland, or "Deutsche Wealth Online APAC", if you are a client registered with Deutsche Bank Wealth Management in Asia-Pacific. Follow the downloading instructions. Please note that Deutsche Wealth Online might not be available in all geographical areas.

     

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


    There may be several possible reasons for this:

    1. Minimum device and/or operating system requirements are not met: 6.0 Marshmallow, 7.0 Nougat; Android 7.1.2 API 25, or iOS v.9 and higher.

    2. You are in a geographical area which is not supported. Contact your relationship manager.

    3. Your mobile data connection might be compromised. Check the connection and try again.

    Please note that, for security reasons, it is not possible to use the app if your smartphone has been altered by “jail-breaking” or “rooting” (removing certain software restrictions).

     

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

    Yes, this is possible. Please note that you will need a smartphone or tablet where the Deutsche Wealth Online app has been fully installed with a digital token in order to receive a one-time PIN (OTP) for logging-in.

     

  15. Is a specific screen resolution needed for the desktop application?

    No, Deutsche Wealth Online has a responsive design.

     

  16. Can Deutsche Wealth Online be used offline?

    No, you cannot use this online banking app offline.

     

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

    Downloading Deutsche Wealth Online is free and exclusive for Deutsche Bank Wealth Management clients.

     

  18. My partner and I are both clients of Deutsche Bank Wealth Management Switzerland, but we have separate portfolios and therefore different usernames for online banking. Can we both use our shared tablet to log in to Deutsche Wealth Online app?

    No. Only one username and the corresponding digital token can be activated per mobile device.

     

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

    This is required for storing secure authentication data on your device.

     

  20. Can I set up the digital token on my Windows Phone?

    No, this is not possible.

     

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

    No, this is not possible.

     

  22. I have a new smartphone. What do I need to do?

    You can download the Deutsche Wealth Online app on the new smartphone or mobile device and use the digital token from the earlier device to generate a one-time password (OTP), to register the app on the new device.

     

  23. I would like to have a separate device for creating one-time PINs instead of creating PINs on my smartphone/tablet. Is this possible?

    One-time PINs can only be generated using the Deutsche Wealth Online app on your smartphone or tabled (iOS or Android). Other devices like RSA hard tokens cannot be used.

 

Section 2 – Logging in to Deutsche Wealth Online

  1. I am already using the existing online banking service. Can I start using Deutsche Wealth Online with my existing user credentials and RSA hard token?

    Yes, you can start using Deutsche Wealth Online immediately on your desktop or on your mobile devices after downloading the app from the App Store or Google Play Store. However, in order to initiate payments you need to sign and return the form you have received by post. Please contact your relationship manager for further information.

     

  2. How do I log in to Deutsche Wealth Online for the first time?

    If you are new to our online banking services, contact your relationship manager to request access and activate your first-time login details.

     

    If you are already using our online banking services, log in to the mobile app using your existing username and password. If using the first-time login details, you will be prompted to set up a new password.

     

    Set up your digital token by inserting the authorization code received from your relationship manager. Existing online banking users will insert the authorization code from their RSA hard token. Finally, choose a device PIN that you will use to authenticate in future.

     

  3. Can the digital token also be used without internet access?

    No, this is not possible.

     

  4. Can I keep using my existing one-time PIN creation device (RSA hard token) or do I need to migrate to the digital token on the Deutsche Wealth Online app for the creation of one-time PINs?

    Yes, this is possible. However, if you want to use the payment functionality, you would need to register for the digital token. After registering the digital token, the RSA hard token is not required anymore.

     

  5. I would like to have a separate device for creating one-time PINs instead of creating PINs on my smartphone/tablet. Is this possible?

    One-time PINs can only be generated using the Deutsche Wealth Online app on your smartphone or tablet (iOS or Android). Other devices like RSA hard tokens cannot be used.

     

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

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

     

  7. How do I change my username?

    Your username cannot be changed.

     

  8. How can I change my password / PIN?

    To change your password, please use “Change Password” / “Change PIN” options in the profile menu. If you have forgotten your password and need to reset it, you should click on the “Forgot your password” link on the login page, or contact your relationship manager if that option is not visible.

     

  9. How do I change my primary / mailing address, phone number or email address?

    Please contact your relationship manager for further assistance on these issues.

 

Section 3 – Security and privacy

  1. How secure is Deutsche Wealth Online?

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

     

  2. How secure is the app from hacker attacks?

    The app undergoes intensive and thorough penetration testing to ensure it is strong enough to deter any hacking attacks.

     

  3. 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.

     

  4. 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.

     

  5. 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.

     

  6. Who can access my Deutsche Wealth Online account?

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

     

  7. 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 unauthorized access to your data or fraudulent transactions. The Deutsche Wealth Online App also has an auto logout feature after 15 minutes of inactivity to prevent unauthorized access.

     

  8. What happens if the app is running in the background?

    You will be logged out after 15 minutes.

     

  9. 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 unauthorized access.

     

  10. 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 immediately. Further actions will be decided upon and taken together.

     

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

    Your access is blocked due to one of the following reasons:

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

    - Clicking on "Forget PIN"

    - 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 

     

    Check the username which you use for login. Then contact your relationship manager to unblock the account or reset the password.

     

  12. 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.

     

  13. What is a digital token?

    With our new security enhancement, your smartphone will become your digital security token to access Deutsche Wealth Online. Following this enhancement, your RSA hard token will no longer be required.

     

  14. Why are you moving from RSA hard token to digital token?

    At Deutsche Bank Wealth Management, we always put our clients first. 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, making Deutsche Wealth Online a truly mobile banking experience. You also benefit from even higher security standards.

     

  15. How can I create a secure PIN?

    Choose a PIN 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, as they are easily guessed. Some default passwords include password, password123, 1234, admin, and guest, among others. Use at least one capital letter and one number in your password. Mixing them up makes the password even more difficult to guess.

     

  16. How can I create a One-Time-Password (OTP)?

    You can generate a One-Time-Password in two ways:

    1) From the login page: You will see an icon at the bottom of the login landing page marked Generate OTP (underneath the login button). You should input your device PIN in order to generate an OTP code.

     

    2) From within the application: If you are already logged into the application, you can generate an OTP by clicking Settings. If you then select the Security option from the menu, you will find the Generate OTP function.

     

  17. What should I do with my old RSA hard token?

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

 

Section 4 – Notifications

  1. How can I customize the notifications I receive?

    The Notification Center displays specific alerts relevant for your user account. You can select different types of alerts, depending on where you are registered as a Deutsche Bank Wealth Management client.

     

  2. What can I see in my notifications?

    Clients registered in Switzerland can see Maturity Alerts in their notifications. Clients registered in Asia Pacific can select among Maturity Alerts, Statement Alerts and CIO View Alerts. Notifications are available in-app only.

     

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

    You will find the latest status of your payment on the ‘Payment summary’ page within the app. There are no push notifications when the status of a payment changes.

     

Section 5 – Changing your settings

  1. What can I do in Settings?

    In the Settings section you can select between four subcategories:

    Security, Preferences, Notification Settings and Terms & Conditions.

     

    1. In the Security subcategory, you can Change Login Password, set your Touch ID, Change Device Pin and Generate OTP.

     

    2. In the Preferences subcategory you can manage your Consolidated Portfolio View, select your preferred Currency and change the display language.

     

    3. In the Notification Settings subcategory you can select the Notification Types which you will receive in the Notification Center.

     

    4. In the Terms & Conditions subcategory you can view the Terms & Conditions and the Online Services Privacy Statements.

     

  2. Can I customize Deutsche Wealth Online?

    Yes, you can customize your app experience under Settings, where you can set your preferred language, currency and consolidated portfolio view.

     

  3. 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 systems is different from your preferred language in Deutsche Wealth Online, your portfolio data may be displayed in in the former.

     

  4. What is ‘Portfolio Consolidated View’?

    The ‘Portfolio Consolidated View’ provides an aggregated summary across multiple portfolios. Market value and selected information for portfolios, which have been chosen in Profile > Manage Consolidated View, will be aggregated.

     

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

    Please contact your relationship manager to activate the payment functionality.

     

Section 6 – Making payments

  1. How do I make payments?

    Start a new payment by clicking on the “Menu” tab in the bottom bar. Click on “Payments” and you will be directed to a screen displaying a list of your most recent payments. Click the orange button at the bottom of the screen to make a new payment.

     

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

    Click on the beneficiary name to save his or her details. Fill in the beneficiary details and account number for easy future payments. Click on ‘Continue’.

     

  3. Is the beneficiary list available on all devices?

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

     

  4. Can I enter payments offline?

    No, you cannot enter payments when you are offline.

     

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

    You can change or delete any payment while its status appears as ‘Not executed’.

     

  6. How do I modify or cancel a payment?

    To cancel or modify a payment, first check that its status is ‘Not executed’, then open it in the ‘Payment list’ view and select either ‘Cancel’ or ‘Modify’.

     

  7. I would like to see the details of an old payment. What do I need to do?

    To see the details of your old payments press the button in the upper right-hand corner and select ‘Payments’. You will be directed to a summary of all your previous payments.

     

  8. What is the difference between ‘Execution date’ and ‘Value date’?

    "Execution date" refers to the day on which the payment order is processed. The “Value date” is the day on which the bank begins counting interest for credit and debit items.

     

  9. What are my online payment limits?

    Your online limit for a single payment is CHF 24,999.99

     

  10. 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.

     

  11. Why do I need to confirm payments with my token?

    The digital token is an additional security measure we have installed to make your online banking experience more secure. Using a digital token also makes your user experience faster, since no additional device or separate app is required to confirm your transactions.

     

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

    You will find the latest status of your payment on the ‘Payment summary’ page within the app. There are no push notifications when the status of a payment changes.

     

  13. 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 executed.

     

  14. What does ‘Transaction signing’ mean?

    ‘Transaction signing’ is a new security measure that controls and verifies transactions by creating a one-time confirmation code for each transaction via digital token or RSA hard token. Transaction signing is required for certain transactions and information updates made through Deutsche Wealth Online. It also increases security against criminal attacks, which can be caused by harmful software.

     

  15. What are ‘Pending payments’?

    ‘Pending payments’ are payments that are still in the review process and are not yet executed.

     

  16. 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 via instruction to your relationship manager. For details on fees, please refer to the recent fee schedule provided to you.

     

  17. 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.

     

  18. 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 only.

     

  19. Will I get discount on payment fees when using Deutsche Wealth Online?

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

     

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

    Please contact your relationship manager to activate the payment functionality.

     

     

Section 7 – Troubleshooting 

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

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

     

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

    There may be several possible reasons for this:

    1. Minimum device and/or operating system requirements are not met: 6.0 Marshmallow, 7.0 Nougat; Android 7.1.2 API 25, or iOS v.9 and higher.

    2. You are in a geographical area which is not supported. Contact your relationship manager.

    3. Your mobile data connection might be compromised. Check the connection and try again.

    Please note that, for security reasons, it is not possible to use the app if your smartphone has been altered by “jail-breaking” or “rooting” (removing certain software restrictions).

     

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

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

     

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

    Make sure your mobile device is connected to the Internet. Go to the App Store / Google Play Store and search for "Deutsche Wealth Online CH", if you are a client registered in Switzerland, or "Deutsche Wealth Online APAC", if you are a client registered in Asia Pacific. Once you find the app, press "install" and wait until the app is available on your mobile device.

     

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

    Please contact your relationship manager to activate the payment functionality.

     

  6. 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 systems is different from your preferred language in Deutsche Wealth Online, your portfolio data may be displayed in in the former.

     

  7. 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 immediately. Further actions will be decided upon and taken together.

     

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

    Your access is blocked due to one of the following reasons:

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

    - Clicking on "Forget PIN"

    - 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 

     

    Check the username which you use for login. Then contact your relationship manager to unblock the account or reset the password.

     

  9. 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.

     

  10. 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.

     

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

    Please contact your relationship manager.

     

 

Glossary

  1. 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.

     

  2. 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.

     

  3. What is the RSA hard token?

    This is a physical authentication key, which generates one-time passwords for two-factor authentication processes, such as logging into online banking, or confirming payments. It is a small device, provided by the RSA brand.

     

  4. What is the digital token?

    This is a digital authentication key, which generates one-time passwords for two-factor authentication processes, such as logging into the online banking, or confirming payments. It is a mobile app that only works on your smart phone or tablet.

     

  5. What is an one-time password (OTP)?

    This is a single-use password, generated with either the RSA hard token or the digital token, to confirm secure operations, such as logging in or executing payments. The OTP expires in a few seconds and can only be used once.

     

  6. What is the device PIN?

    This is a security code that you set up on your mobile devices when using Deutsche Wealth Online. The PIN prevents unauthorized access to your online banking.

     

  7. What is the authorization code?

    This is a code provided by your relationship manager or generated with the RSA hard token when setting up your Deutsche Wealth Online account for the first time.

     

  8. 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.

     

  9. What is "pharming"?

    Pharming has established itself as a generic term for various types of DNS (Domain Name System) 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
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The distribution of this document and availability of these services in certain jurisdictions may be restricted by law. You may not distribute this document, in whole or in part, without our express written permission. DEUTSCHE BANK SPECIFICALLY DISCLAIMS ALL LIABILITY FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL OR OTHER LOSSES OR DAMAGES INCLUDING LOSS OF PROFITS INCURRED BY YOU OR ANY THIRD PARTY THAT MAY ARISE FROM ANY RELIANCE ON THIS DOCUMENT OR FOR THE RELIABILITY, ACCURACY, COMPLETENESS OR TIMELINESSTHEREOF.

 

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 AG is authorized under German Banking Law (competent authority: European Central Bank) and, in the United Kingdom, by the Prudential Regulation Authority. It is subject to supervision by the European Central Bank and by BaFin, Germany’s Federal Financial Supervisory Authority, and is subject to limited regulation in the United Kingdom by the Prudential Regulation Authority and Financial Conduct Authority. Details about the extent of our authorization and regulation by the Prudential Regulation Authority and regulation by the Financial Conduct Authority are available on request.

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