Logging in to eQ with a new smartcard and reader

We offer an audio version of our card reader which may be of use to you.  To request one of these card readers, please contact the eQ Helpdesk using  Web Chat.

Alternatively you can email them at eqhelpdesk@rbsint.com.

The eQ Helpdesk is available Monday to Friday, 9am -5pm (Excluding UK Bank holidays).

1. Enter your log in credential on the eQ log in screen
2. You will be presented with a pop-up ‘security’ box which displays a QR code
3. Click on the link at the bottom of this box that states  ‘I use a card reader that doesn’t have a camera’
4. You are presented with a pop-up ‘I use a card reader that doesn’t have a camera’
5. Inset your smartcard into your reader to switch it on
6. Enter the code that is displayed on the screen into the reader and press ‘Enter’
7. When Log in is confirmed press ‘Enter’ on your reader
8. Enter your smartcard PIN into the reader and press ‘Enter’
9. Enter the response code from the reader into the screen

To change the size of the Response code when displayed on the reader press ‘0’.  If you wish to see and hear an instruction again press the repeat button located at the bottom left of the reader.

1. Enter your login credentials on the log in screen
2. You will be presented with a pop-up ‘security’ box which displays a QR code
3. Select the option ‘The camera on my card reader isn’t working’, a challenge code will be displayed on screen
4. Insert your smartcard into the reader, the camera on the reader will automatically switch on. If the reader has switched off, re-insert the smartcard into the reader to re-activate the camera.
5. Press the "MENU" button
6. Press "1" to select “Sign (manual entry)” 
7. Enter the challenge code displayed online into the reader and press ‘OK’
8. When prompted, enter the smartcard PIN into the reader and press ‘OK’. The PIN is required to authenticate the challenge code log in request
9. A response code will be generated on the reader. Enter the response code into the online form and select ‘Continue’ to log in  

Check you have the correct smartcard and associated PIN details.

If you enter the PIN incorrectly too many times, your smartcard will be locked. The PIN cannot be reset, please contact your System Administrator to order a new smartcard and PIN.

The PIN cannot be reset, please contact your System Administrator to order a new smartcard and PIN. 

If you have entered the PIN incorrectly too many times, your smartcard will be locked. The PIN cannot be reset, please contact your System Administrator to order a new smartcard and PIN.

Your smartcard will be automatically activated the first time you successfully use it to log in or authorise a payment.

Payment authorisers must ensure their smartcard is enabled for payment authorisation by contacting the eQ Helpdesk.

If you suspect that you have been the victim of fraud or a scam, please contact your local Corporate Services Team as soon as possible. You may also want to advise your Relationship Director.

You can also contact the Fraud Team on:

01534 282747

From abroad +44 1534 282747

Lines are open Monday to Friday 9am - 5pm except public holidays. Calls may be recorded.

Check your details are correct and re-enter your login details. If you are still having trouble logging in then contact your System Administrator for help.