Thema "Re: Betreff: Questions from a new customer" in Konto, Depot & Karte

Questions from a new customer

acmacmacm — Sun, 05 Jan 2020 12:46:31 GMT

Dear Madam/Sir,

I am a new customer.i've received several mails but I don't know how they could do. The pin for Giro card is clear. But others , for example, moBILEtAN ACTIVIERUNGSCODE, followed by the instruction, I found Pin/tan-verwaltung, but when I right click it, it brings me back to login, not the mobileTan. is there something wrong?

For the living support, "Geben Sie unten im Eingabefeld den von Ihrem Kundenbetreuer genannten vierstelligen Sicherheitscode ein und klicken Sie auf „Live-Support starten“." I don't know where to find this 4 number code, also where to find the kundenbetreuer.

I tried to call 04106 - 708 25 00, they need another 8 (maybe) digit number, I don't know either.

I found myself deadly depressed. How to use the credit card from comdirect. how to use the online bank.

It would be great if anyone could give me some tips. Thanks in advance.

Betreff: Questions from a new customer

nmh — Sun, 05 Jan 2020 12:58:10 GMT

@acmacmacm:

Hi there and welcome to our community.

As a customer with comdirect, you have quite a load of different numbers. These include:

- Your "Zugangsnummer" (access number) with 8 digits

- Your PIN Code (6 digits)

- Your "Kontonummer" or "Depotnummer" (custody) account number (7 digits)

- Your "Kundennummer" (10 digits)

For logging on to the website or for accessing the phone system, you need the Zugangsnummer and the PIN code. Both are sent to you by normal mail on paper. If you are new, it may take some days until these letters arrive.

Official comdirect staff ( @SMTcomdirect ) will provide more information here, tomorrow.

Best regards from Munich

nmh

Re: Questions from a new customer

SMT_Philipp — Mon, 06 Jan 2020 13:12:34 GMT

Hallo @acmacmacm,

herzlich willkommen bei comdirect und in der Community!

@nmh hat dir die wichtigsten Dinge schon genannt. Als Neukunde bekommst du aber die Zugangsnummer direkt nach der Kontoeröffnung per Mail. Ebenfalls per Mail erhältst du einen Link, über den du dir dann die PIN einrichten kannst.

Der "Live-Support" ist ein Service, bei dem du einem Kundenbetreuer deinen Bildschirm zeigen kannst. Sehr nützlich, wenn du Fragen zur Website hast und du einen direkten Support bekommen möchtest.

Viele Grüße

Philipp

Betreff: Questions from a new customer

acmacmacm — Thu, 09 Jan 2020 20:35:59 GMT

Thank you very much for your kind answer.

May I ask again:

"Geben Sie unten im Eingabefeld den von Ihrem Kundenbetreuer genannten vierstelligen Sicherheitscode ein und klicken Sie auf „Live-Support starten",

Would you please tell me where I could find this "vierstelligen Sicherheitscode"? I have written an email to Kunde@comdirekt.de, and info@comdireckt.de, but I didn't get the code.

Thanks again.

Best regards,

Betreff: Questions from a new customer

nmh — Thu, 09 Jan 2020 20:45:14 GMT

@acmacmacm:

Please use the correct email-address. You've got the company name incorrect . The name of the bank is "comdirect". Also, please note that the bank has (legal) difficulties with English emails.

The correct email address is: info@comdirect.de

Please allow two or three days for the reply.

Best regards from Munich

nmh

Betreff: Questions from a new customer

acmacmacm — Thu, 09 Jan 2020 20:51:07 GMT

hank you very much for the immediate feedback! I've checked that my email was sent to kunde@comdirect.de. and info@comdirect.de

I am sorry for writing the wrong email address in the message.

Best regards,

Betreff: Questions from a new customer

nmh — Fri, 10 Jan 2020 06:20:29 GMT

@acmacmacm:

I am sure comdirect will reply to your email. If they have issues with English emails, then use a service such as DeepL or Google translate to communicate in German with comdirect.

nmh

Betreff: Questions from a new customer

acmacmacm — Fri, 17 Jan 2020 16:10:27 GMT

I am so sorry sir, until now, my problem still there. Would you please give me some suggestions what I could do?

The phototan is wrong, it cannot be used to activate my account. When I scanned the photo, the system gives me : es is ein fehler aufgetreten, but the truth is the letter sent by comdirect.

To be honest, it is hard to keep patience in this case, again and again asking, many emails were sended, but nothing help.

Re: Betreff: Questions from a new customer

SMT_Philipp — Fri, 17 Jan 2020 16:13:32 GMT

Hallo @acmacmacm,

steht da wirklich nur "Es ist ein Fehler aufgetreten"? Es gibt keinen Fehlercode wie z.B. Fehler 114?

Beste Grüße

Philipp

Re: Betreff: Questions from a new customer

acmacmacm — Fri, 17 Jan 2020 16:14:37 GMT

Fehler-nr 115

Re: Betreff: Questions from a new customer

acmacmacm — Fri, 17 Jan 2020 16:22:09 GMT

jetzt Fehler0nr 121 😞

Re: Betreff: Questions from a new customer

SMT_Philipp — Fri, 17 Jan 2020 16:35:19 GMT

Hallo @acmacmacm,

I will try to continue in English, I hope it makes things easier for you (it won't do it for me, I'm afraid... 😉 ).

Code 115 means: the photoTAN-graphic you just scanned does not apply to your account. This could mean, you scanned an already expired activation-code.

However, if you recieve the 121 error code, well, that's an easy one. 🙂 Please do the following:

- reinstall your comdirect photoTAN app. Don't dwonload it from your cloud, make it a clean start.

- log in to your account on our website. Don't use your smartphone, open our website on your desktop-PC, your notebook or your tablet.

- go to Verwaltung -> PIN/TAN-Verwaltung -> photoTAN -> Aktivieren

- now scan the graphic on the letter first...

- ...then scan the graphic you see on your screen. Don't do it in the wrong way, otherwise it's the 121 code again. 😉

- Any errorcodes so far? No? Good!

- the photoTAN app should produce a code (7 digits)

- type in the code in your computer and press enter

- photoTAN should now be succesfully activated!

Please try it again. Did it work? 🙂

Regards

Philipp (who now feels in the right mood for a looong weekend)

Re: Betreff: Questions from a new customer

acmacmacm — Fri, 17 Jan 2020 16:46:27 GMT

Thanks a lot for your great help!

I have followed your instructions, there are some questions:

1. I've got the bestatigungscode 7 numbers. when I continue, the website gave me this message: haben sie den bestatigungscode im personlichen bereich eingegeben?

(1) to choose 'ja': it brings me to phototan einlesen,

what does phototan einlesen mean? It seems the app asks me to scan the phototan again.

(2) to choose "nein", it brings me back to the bestatigungscode screen.

Would you have some suggestions? Thank you!

Re: Betreff: Questions from a new customer

nmh — Fri, 17 Jan 2020 16:51:56 GMT

@acmacmacm :

I don't know the answer to your question, but I guess "yes" is the right choice here. The German expression "PhotoTAN einlesen" means "read/scan the photo TAN".

@SMT_Philipp and the other the comdirect guys are now in their well deserved weekend. Don't be disappointed if they don't reply before Monday.

Have a great weekend

nmh

Re: Betreff: Questions from a new customer

SMT_Philipp — Fri, 17 Jan 2020 16:59:42 GMT

Hello @acmacmacm,

after you succesfully typed in the Bestätigungscode, please press Ja (yes) in your app.

Being now activated, your photoTAN app is reporting for duty, that's all. 🙂 If you don't have anything to scan for now just close the app.

Have a nice weekend!

Philipp (going to hibernate mode in 3...2...1... chrrr...)

Re: Betreff: Questions from a new customer

acmacmacm — Fri, 17 Jan 2020 17:25:15 GMT

Thanks a lot!!

Does it mean the activation procedure is successful already? If true, that's perfect!

Finally it was done. Thanks again.

Have a nice weekend!

Re: Betreff: Questions from a new customer

baha — Sat, 18 Jan 2020 11:13:28 GMT

When you now start the app and it asks you to scan the PhotoTAN, everything is ready. This is just what the app is made for 😉

To test if everything works, you can log on to your account and try to open the message inbox ("PostBox"). The website will then ask you to generate a TAN. Scan the picture with the PhotoTAN app.

Regards

Bastian