The PSD 2 (EU Payment Services Directive) regulation is a collection of standards which entered into force recently, requiring payment service providers like CaixaBank to apply specific procedures to improve consumer rights and security.

With the application of PSD2, we have reinforced account login security through CaixaBankNow (mobile and online) with authentication processes which allow us to check your identity. For this purpose, sometimes we will ask you to confirm your identity through other measures in addition to your usual password, such as CaixaBankSign, SMS or your Coordinates Card.

It is possible that for some logins to CaixaBankNow in recent months you might have seen the following message:

We can ask for confirmation when you access CaixaBankNow...

  • From a new or unusual device (mobile or computer) for the first time. We are going to implement a system soon so you can manage your devices and have better control over your logins, so we want to link your devices to your profile.
  • From another browser (Google Chrome, Internet Explorer, etc.)
  • After deleting cookies in your browser.

Also we might ask at other times: For example when you change Wi-Fi connection, or you have not logged in with a device for a long time.

The main purpose of the message is that we confirm that the login is legitimate and to ensure that your data is secure. Therefore this requirement from the PSD2 helps us guarantee your security more effectively and transparently.

In any event, if you notice any unusual activity on your online banking, you can contact your manager or contact us by ringing customer services at +34 900 40 40 90.