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Forgotten online banking PIN (password) or username

Forgotten login details · Instructions

Forgotten online banking PIN (password) or username

Forgotten login details · Instructions

These instructions explain what to do if you have forgotten your online banking login details (username/login ID or online banking PIN), your access has been blocked or if your BW pushTAN-App isn’t working.

Before you get started

Before you get started:

Important: Please prepare everything you need for the setup. You will find all the essentials in the following section.
Tip: Start the setup process on your device and keep an eye on the instructions at the same time – preferably with a second device.

BW pushTAN-App

Download the latest version of the app for free – from the Apple App Store or Google Play Store.

BW-BankCard plus (debit card)

Please have your BW-BankCard plus (debit card) ready. Follow the instructions and enter your card number – this is located on the back of your card.
To verify your identity at a Sparkasse ATM, you will need your pin code (card PIN) in addition to your BW-BankCard plus (debit card).

You will also need:

For identification with online ID function (eID)

Documents and devices for eID verification

If you do not have a BW-BankCard plus (debit card), you can also recover your access data using the online ID function (eID).
To confirm your identity, you will need the following:

ID document with online ID function (eID)
PIN for your ID document
NFC-enabled device, e.g. smartphone or NFC card reader
Installed and opened ID card app

Note: This function is not available to you in the App BW-Bank

Download ID card app

Expand all Collapse all

Before you get started:

BW pushTAN-App

Download the latest version of the app for free – from the Apple App Store or Google Play Store.

BW-BankCard plus (debit card)

Please have your BW-BankCard plus (debit card) ready. Follow the instructions and enter your card number – this is located on the back of your card.

To verify your identity at a Sparkasse ATM, you will need your pin code (card PIN) in addition to your BW-BankCard plus (debit card).

Expand all Collapse all

You will also need:

For identification with online ID function (eID)

Documents and devices for eID verification

If you do not have a BW-BankCard plus (debit card), you can also recover your access data using the online ID function (eID).
To confirm your identity, you will need the following:

ID document with online ID function (eID)
PIN for your ID document
NFC-enabled device, e.g. smartphone or NFC card reader
Installed and opened ID card app

Note: This function is not available to you in the App BW-Bank

Download ID card app

Expand all Collapse all

Before you get started:

BW pushTAN-App

Download the latest version of the app for free – from the Apple App Store or Google Play Store.

BW-BankCard plus (debit card)

Please have your BW-BankCard plus (debit card) ready. Follow the instructions and enter your card number – this is located on the back of your card.

To verify your identity at a Sparkasse ATM, you will need your pin code (card PIN) in addition to your BW-BankCard plus (debit card).

Expand all Collapse all

Recover forgotten access data

How to: Recover your online banking PIN or login name

Quick self-help tips

These tips will show you how to solve typical problems quickly – directly and without detours.

Instructions for the internet branch

You will receive new access data in just a few steps. The step-by-step instructions will guide you through the process with ease. To do this, use the internet branch or the App BW-Bank.

Note: The procedure is shown as an example and may vary slightly depending on the mobile device or Sparkasse institution.

You are currently unable to approve orders in the BW pushTAN-App and have requested new access data by post („Briefversand“). The next steps are explained here.

How to: Recover your online banking PIN or login name

Quick self-help tips

These tips will show you how to solve typical problems quickly – directly and without detours.

Instructions for the internet branch

You will receive new access data in just a few steps. The step-by-step instructions will guide you through the process with ease. To do this, use the internet branch or the App BW-Bank.

Note: The procedure is shown as an example and may vary slightly depending on the mobile device or Sparkasse institution.

You are currently unable to approve orders in the BW pushTAN-App and have requested new access data by post („Briefversand“). The next steps are explained here.

Instructions for Sparkasse ATMs

You can request a new online banking PIN directly at your Sparkasse's ATM. The only requirement is that you know your login name. Follow the instructions and request your new PIN step by step at your nearest ATM.

Note: The procedure is shown as an example and may vary slightly.

Remove online banking PIN block

How to: Unlock online banking PIN

Instructions for the internet branch

Simply unblock your online banking PIN online – explained step-by-step in these instructions. Even if the BW pushTAN-App does not work or is not yet set up, the instructions will guide you through the process.

Note: The procedure is shown as an example and may vary slightly depending on the mobile device or Sparkasse institution.

You are currently unable to approve orders in the BW pushTAN-App and have requested new access data by post („Briefversand“). The next steps are explained here.

How to: Unlock online banking PIN

Instructions for the internet branch

Note: The procedure is shown as an example and may vary slightly depending on the mobile device or Sparkasse institution.

You are currently unable to approve orders in the BW pushTAN-App and have requested new access data by post („Briefversand“). The next steps are explained here.

Instructions for Sparkasse ATMs

Here you will learn step by step how to unlock your blocked online banking access at over 22,000 Sparkasse ATMs of the Sparkasse financial group – also at your local ATM. The prerequisite: You know your login name.

Note: The procedure is shown as an example and may vary slightly.

Find Tutorials in English

Do you need help with your online banking? Simply use our clear step-by-step instructions.

View Tutorial

And, good to know:

Setting up the BW pushTAN-App for the first or a repeat time

Setting up pushTAN · Instructions

The BW pushTAN-App allows you to easily and securely authorise online banking transactions. This guide explains how to set up the BW pushTAN-App for the first time or set it up again on a new phone/ tablet and what you’ll need to do so.