Logging in to eQ with a smartcard and reader

Your eQ System Administrator can arrange a smartcard and card reader for you.

If you need an audio card reader, contact us using Chat now on the left-hand side of the eQ log in screen.

If you’d prefer, email us at omnichannel@rbsint.com.

Our support team is available Monday to Friday, 8am to 6pm UK time, excluding UK bank holidays.

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

If you're a payment authoriser, you'll also need to contact us to enable your smartcard for payment authorisation.

Once you've received your audio card reader, follow these steps to log in to eQ:

• Enter your log in details on the eQ log in screen.
• When the Security pop-up appears, select I use a card reader that doesn't have a camera.
• Insert your smartcard into the reader to switch it on.
• Enter the code displayed on screen into the reader and press Enter.
• When prompted to confirm the log in request, press Enter on the reader.
• Enter your smartcard PIN and press Enter.
• Enter the response code shown on the reader into the login screen.

Helpful tips

• Press 0 on the card reader to adjust the size of the response code.
• Press the Repeat button on the reader to hear the instructions again.

If the camera doesn't switch on, remove your smartcard and reinsert it.

If you're unable to scan the QR code, you can use manual entry instead:

• Enter your log in details on the eQ log in screen.
• When the Security pop-up appears, select The camera on my card reader isn't working.
• A challenge code will be displayed on screen.
• Insert your smartcard into the reader and press MENU.
• Select 1 - Sign (manual entry).
• Enter the challenge code into the reader and press OK.
• Enter your smartcard PIN and press OK.
• Enter the response code shown on the reader into the log in screen and select Continue.

Check that you're entering the correct log in details.

If you're still unable to log in, contact your eQ System Administrator, who can verify your access and reset your password if needed.

If you've forgotten your smartcard PIN, contact your eQ System Administrator for support. The PIN can't be reset, so a new smartcard and PIN will need to be ordered.

A smartcard may become locked if an incorrect PIN is entered multiple times.

If your smartcard is locked, contact your eQ System Administrator for support. The PIN can't be reset, so a new smartcard and PIN will need to be ordered.