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Further information, assistance and contact options for the various digital customer accesses of Hamburg Commercial Bank.

Electronic Banking

Further information/ documents:

Please also note further information on our application

FAQ

I have questions about my electronic banking. Who can help me?

You can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

How do I start the secured electronic banking?

When starting Electronic Banking, you should always enter the following Internet address in your browser: www.hcob-bank.de.

The red button "Electronic Banking" will take you to the log-in page of Electronic Banking. Your browser will now build a secure internet page (this always starts with "https").

I have forgotten my password.

You can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

I have misplaced my key file.

You can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

I have misplaced the INI letter and need it again.

You can download the INI letter again in Electronic Banking. To do this, go to "User settings>Bank accesses>Action>Edit>Restart initialization" and then select "Continue". The initialization wizard will open, where you can select the INI letter again and download it as a PDF.

Alternatively, you can of course also contact us via our hotline:

You can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

I am using electronic banking for the first time. What do I need to pay attention to?

We have summarized the most important first steps for you in our Electronic Banking_First Steps guide. We have already sent this to you by e-mail with your access data.

You can download the instructions here: https://www.hcob-bank.de/de/meta-navigation/internet-banking/internet-banking/

Where is the best place to store the key file?

You can store the key file on your hardware. However, for security reasons, please make sure that only you have access to this location. To do this, simply save the file to the desired location.

The next time you log in to Electronic Banking, you will then need to browse your drive for the key file and select the file in the new location.

Where can I find further assistance?

You can find all the necessary information in the download section on the HCOB log-in page at: https://www.hcob-bank.de/en/meta-navigation/electronic-banking/internet-banking/ or via the general help page of your electronic banking system: https://electronicbanking.hcob-bank.com/process/help/start-help.zul

In addition, you can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

Can I change the language settings in the application?

On the start page at the bottom right of the screen, you can use the "Language selection" function to choose between 5 different languages, German, English, French, Italian and Spanish.

I can't see my accounts after initialization.

You can get help with questions about electronic banking from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

What does VEU mean?

Distributed Electronic Signature (VEU) an important function to allow payments to be submitted and signed electronically by different people even at different locations and thus approved.

What does cross-customer VEU mean?

Authorized participants can authorize order files across customers within the scope of a cross-customer Distributed Electronic Signature if they have received corresponding authorizations from the respective customers.

In some accounts I read the designation sub-account. What does this stand for?

This means that you can submit, sign and release payments from this account as part of a cross-customer electronic signature.

Authorized participants can authorize order files across customers in

the context of a cross-customer distributed electronic signature if they have received corresponding authorizations from the respective customers.

What does "browser-based" mean?

No additional software is required for browser-based electronic banking. You access electronic banking with your standard browser, for example, using the Microsoft Edge browser (formerly Internet Explorer) or Mozilla Firefox.

How can I download the banking app?

You can download the banking app from the Google Play Store if you use a device with Android operating system. If you use an Apple device, you can download the banking app from the App Store.

Check if your operating system is up to date.

I have downloaded the banking app and now have questions about how to continue using it. Who can I contact in these cases?

You can get help with questions about the banking app from our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

The electronic banking login does not work.

Check that you have selected the correct key medium for logging in. Otherwise, also check that you are initialized in Electronic Banking and that your bank access is fully set up.

The "Create printout" function does not work.

Check if you have enabled pop-up blockers in the browser. If this is the case, the blocking must be removed at least for the current page.

I cannot install/download the signature plug-in required for the installation process.

Admin rights are required for the necessary installation of the signature plug-in. If you do not have the appropriate rights on your end device, please talk to your IT department.

Where do I upload a csv file?

In the "Entry" menu, you can upload csv files to your electronic banking under the respective payment orders (bank transfer, direct debit and foreign transfers) using the "From file" function.

Where do I upload a pain file?

In the "File Manager > File Transfers" menu, you can use the "New Upload" function to upload pain files to your Electronic Banking or download files that HCOB has provided for you.

How do I delete a file / payment order?

Payment orders can be selected individually or several at once by means of checkboxes. Subsequently, you can cancel the one or more previously selected payment orders using the "Cancel" button.

I would like to change my account name.

You can change the account designation as desired under "Customer Settings" in Electronic Banking. Go here to "Customer settings>Client>Action> Client accounts - detailed view" and select the account to change its designation. Via "Action>Edit" you can edit the respective account and change the account designation.

Innovations App: where do I configure the push notification?

Push notifications can be configured individually directly in the HCOB Banking App. To do this, please perform the following steps: Menu "More" --> "Configuration" --> "Manage notifications". Subsequently, you can select the respective EBICS bank access and activate / deactivate the different push notifications.

What do the order types mean?

Order types are e.g. SEPA transfers, direct debits, collection of account statements, etc. They describe the possible orders and queries that can be carried out via EBICS.

Why are certain features that are available in the help not usable?

Features that are mentioned but not usable are unfortunately not available. If you have any questions, please contact our technical hotline during our service hours from 08:30 - 17:30.

Domestic: 0800-3273001 (free of charge)

International: +49-40 3333-23420

Safety Instructions

Please do not enter further data if you receive a message that your account is blocked. In this case, we suspect the misuse of your computer. Please contact our service center immediately.

Are you interested in using our Electronic-Banking?