1. Why is my account blocked?
- Are you a legal entity or an individual?
Legal Entity
- Have you completed and submitted the application form specifying the authorized person (the person who will have access to the account)? The application form must be certified. If you have multiple authorized persons, a separate application form must be submitted for each of them.
Individual
- There is a possibility that you entered the wrong PIN, had a poor connection, or your application remained open for an extended period. You can retry the tokenization process after 15 minutes or call the Contact Center at 19905 to avoid waiting.
2. I activated mToken as an individual, how do I activate it as a legal entity?
- One token is intended for one person (legal or individual), the system will recognize you automatically, and it is not necessary to activate the mToken twice.
3. Why can't I access the account that is in my colleague's name, even though we work for the same company and use the account together?
- The account can only be used by the person authorized for that account. To have access to the account, you must complete and certify the application form for online banking.
4. Which email should I send the application form to, and where can I find it?
- You can download the application form in the section above titled "Download Application Forms for mHB and HB klik" and send the certified form to the provided email address.
5. My mToken is pending, I abruptly interrupted the tokenization process, and the screen showed: internal error, invalid device, error 401, what should I do next?
- You need to uninstall the mHB klik application. The uninstallation must be followed by clearing the entire history (storage/memory - clear data) on your Android phone. You can retry the tokenization process after 15 minutes or call the Contact Center at 19905 to avoid waiting.
6. How do I start the activation of mToken on my mobile device?
- You need to download the new version of the application from the App Store or Google Play Store.
7. "Internal server error" when logging in.
- You do not have mobile banking service activated, only electronic banking service. The mHB Klik app is used exclusively for obtaining a one-time password for accessing the HB Klik application.
8. "Authentication failed" when using mToken
-You entered an incorrect PIN. Check and re-enter the correct PIN. If you have forgotten the PIN, contact the bank's customer support for further assistance.
9. "Internal server error" and "device key not found" error on an Android phone.
1) Long press on the mobile app icon.
2) When options appear, select the (i) (info circle) in the top right corner.
3) At the bottom of the screen, select the option: Storage.
4) In the bottom left corner of the screen, select: Clear Data.
5) Return to the home screen, find the mobile app icon, and restart the app.
10. "Incorrect one-time password" error when accessing HB Klik application
1) Open the mobile version of the app - mHB Klik.
2) Click on: "mToken options."
3) Click on: "One-time password."
4) Return to the HB Klik application (desktop version) and enter your username and the one-time password you just obtained from the mHB Klik app in the "Token" section.
11. "Incorrect username or password" error when accessing HB Klik application
- Enter your username and one-time password in the section labeled: "Token." The error occurs when you enter login credentials in the "Username/password" section.
