Isabel Multibanking app: Known issues

• An Android phone or tablet with Android version 4 or higher
• An iPhone or iPad with iOS 7 or higher
• An Isabel 6 account
• Date and time need to be correct (recommended to configure your device to sync the date and time, this is enabled by default on most devices)

1. Get the app from the app store  (Note: We're working on a version for the latest Android OS.)
   
2. Login to Isabel 6 and in the middle column click on "Manage Mobile Account"
3. Click on activate device and then on start activation
4. Choose your Mobile PIN
5. Scan the generated QR code with the Isabel Multibanking app
6. Enter your Mobile PIN and you will be logged in

• You can only view the transaction information from up to 3 months in the past.
• Charts can only be found on tablets.
• 

1. Login to Isabel 6
2. In the middle column, click on Manage mobile account
3. On the right side of the page, enter your new mobile PIN twice
4. Click Change mobile PIN, to save it.

Note: This change will be immediately in effect for all your activated devices

• Login to Isabel 6 and in isabel6 Account Info tab add or change your filter.
• Within seconds this is synced and you will be able to use this filter in your app.

Unfortunately for the moment we cannot provide a date or planning for this functionality.  However as soon as important improvements in the mobile space submerge this will certainly be communicated. We advise to subscribe to the Isabel 6 eZine to remain informed of these type of evolutions. 

You can delete or deactivate your device via the app or via Isabel 6

• Via the app: Open the app and tap Delete user in the menu at the upper right corner
• Via Isabel 6:
  1. Login to Isabel 6
  2. In the middle column, click on Manage mobile account
  3. In the list of devices, select Delete device for the device you wish to delete

You need to reset your mobile PIN. This is done the exact same way as you would change your mobile PIN.

But instead of choosing a new mobile PIN, just enter the one you were using before or enter a new one.

You can remove your device via Isabel 6. (see FAQ Where can I deactivate/delete one of my devices?)

Note:

You can’t use Card Stop to prevent mobile access.
A device will be blocked when entering the mobile PIN incorrect 5 times or more

1. Change your Mobile PIN in the Isabel application.
2. Verify the date & time of the mobile device. Make sure that the date & time is set to auto synchronize to ensure that there is no date/time difference with our servers.
3. If the activation code is wrong, has expired or was already used, create a new activation code in Isabel in the Manage Mobile Account screen.
4. Verify your username and try again.
5. Try to connect to the internet by browsing to a random website to verify your internet connection.
6. Delete the app and reinstall it.

You receive this error when logging in to the app: You are not authorized to perform this action.

To solve this issue:

1. Change your Mobile PIN in the Isabel application.
2. Verify the date & time of the mobile device. Make sure that the date & time is set to auto synchronize to ensure that there is no date/time difference with our servers.
3. Delete the app and reinstall it.

It's possible that a specific bank account is shown multiple times in the app. This occurs when the same account has been added to different eBanking contracts by the bank(s).

Please contact the concerned bank to rectify this situation, so that the account is added to 1 eBanking contract only.

Delete the app, reinstall it & try again.

A slow data connection might prevent the mobile application from retrieving all account information (movements on the account), despite being logged in.

Switch to a faster network connection (for instance a stable Wi-Fi network), restart the application and verify whether all account information is now being shown correctly.