FAQ

FAQ Overview

How secure is frankly?

frankly follows established security standards. For example, you need to verify your e-mail address and phone number. You must also log in with your password each time before each use.

When you make a request to withdraw a lump sum, we apply the same due diligence rules as for a traditional pension solution.

Here's how we protect your data and your money against unauthorised access

Multi-level login to the frankly web version

We use your mobile number as your username to identify you. To make your login secure, we also use the following two factors in combination. The first factor we use is your personal password. The second factor is the mobile transaction authentication number (mTAN). You will receive an mTAN via SMS on your mobile phone, which you then enter via your computer or tablet.

Secure access with the frankly app

In the app, we also use your mobile number as your username to identify you and make your login secure by using the following two factors in combination: The first factor we use is your personal password. The first time you log in to your mobile phone, you will receive an mTAN. As soon as you enter it in the app the device will be linked to your profile, which means that it will be used as a second factor from then on.

Good to know

It’s also useful to know that you can log in to the frankly app quickly and securely with your own fingerprint or face recognition if your device supports the corresponding function.

What you can do

Fraud attempts nowadays are mostly directed against the users themselves and not against eBanking systems. Therefore, it is important for you to follow some basic rules.

Firewall and virus protection

  • Install a firewall and a software against viruses.
  • Make sure that the firewall and virus protection are always activated.
  • Update your antivirus software on a regular basis. It is best to activate the automatic updates.

Avoid harmful software

  • Malicious software or so-called malware can get into your computer or tablet via older versions of operating systems, office applications and other software such as PDF readers.
  • Update your operating system, internet browser and third-party software on a regular basis. Install any updates immediately.
  • Do not install apps from unknown, untrusted sources onto your smartphone. Only use the official Apple and Google stores. 
  • Install the latest available version of the operating system on your smartphone, and regularly perform updates provided or recommended by the manufacturing company.

Protect means of authentication

  • Choose a password that you can remember but cannot be guessed by others. It should contain at least eight characters. Avoid using names, phone numbers, dates of birth and other easy-to-guess passwords.
  • Do not write your password down anywhere.
  • If you receive a new password from frankly support at your own request, change it immediately.
  • Never leave your smartphone, tablet or computer unattended when logging in or when using the frankly app or web version.

Take a critical look at e-mails

  • It’s best to delete the e-mails unopened if you don’t know the sender.
  • Under no circumstances should you open attachments or click on the links. You could introduce malicious software into your computer or tablet without realising it.
  • Don’t respond to e-mails claiming to be from frankly or from Zürcher Kantonalbank asking you to reveal your means of authentication (for example, via a link to a website). If you receive such an e-mail, please report it to frankly support immediately (phone 0800 320 000).

Check security certificate

  • Every time you log in, the frankly server sends your internet browser an unforgeable security certificate. This is how you can check it:
  • When logging in, make sure that the URL in the address bar starts with https, not http.
  • At the top of your browser’s status bar is an icon of a security lock which is either open or closed. The security lock must be closed.
  • Double-click on the security lock to view the security certificate.
  • When you are connected to the frankly server, the certificate contains the following information: Applicant: my.frankly.ch, Savings 3 Pension Foundation of Zürcher Kantonalbank, Bahnhofstrasse 9, 8001 Zurich, ZH, CH

Issuer: C=CH,O=SwissSign AG,CN=SwissSign RSA TLS EV ICA 2022 - 1

Serial number: 16DDC231D43FB1C8709EDAD2F9BC122E78AE3508

Valid from: 26 October2023

Valid until: 26 October 2024

Fingerprint:

  • SHA1-Fingerprint 497a601ae77000864ab681c074c7f58373cd7884
  • SHA256-Fingerprint d2895aba837ca4bb2db0347c0f8b1c549fb2b34ebd0db3416748e451ffe02e44

Protect smartphone and app

  • Always activate your smartphone’s blocking code. This way, you make it more difficult for unauthorised persons to access your data and applications.
  • Do not visit websites recommended to you by unknown people via SMS or e-mail.
  • Do not “jailbreak” your smartphone.

What should I do in an emergency?

Has your smartphone been stolen, or does the login not work even though all the data is correct? For security reasons it is important to react quickly. Contact frankly support on 0800 320 000. Outside service hours you can block access yourself.

Login doesn’t work

The login didn’t work even though you entered your password correctly? Contact frankly support on 0800 320 000 immediately.

Lock frankly yourself

Der frankly Support ist nicht in Betrieb? So schützt du dein frankly ausserhalb der Servicezeiten:

  • Logge dich mit der richtigen Mobile-Nr. ein und gib absichtlich fünfmal ein falsches Passwort ein.
  • Dein Login wird gesperrt und dein frankly wird dadurch vor Zugriff geschützt.
  • Zu den Servicezeiten des frankly Supports kannst du ein neues Passwort bestellen.

Lock the frankly app yourself when you’ve lost your smartphone

Have you lost your smartphone with the frankly app on it or had it stolen, and frankly support is not working? How to protect your frankly account outside service hours:

  • Log in with the correct mobile number via the frankly web version and deliberately enter the wrong password five times.
  • Your login will be locked and your frankly account will be protected from access.
  • You can order a new password during frankly support’s service hours.

Note

When you make a request to withdraw a lump sum, we apply the same due diligence rules as for a traditional pension solution.

Was that helpful?

Thank you very much for your feedback.

We are pleased that we were able to help you.

Thank you very much for your feedback.

Feedback with specific suggestions for improvement helps us to better understand your concerns. Thank you for taking the time to do this.

Do you have any further questions? Use our help page or give us a call. You can contact us from Monday to Friday between 8 a.m. and 10 p.m. and at weekends between 9 a.m. and 6 p.m. on 0800 320 002 or by e-mail at support.frankly@zkb.ch.

We’re sorry we were unable to help you.

You can contact us from Monday to Friday between 8 a.m. and 10 p.m. and at weekends between 9 a.m. and 6 p.m. on 0800 320 002 or by e-mail at support.frankly@zkb.ch.

Do you have any suggestions for how we can improve?

Please note that for security reasons, we do not accept any orders or requests placed via this form. Messages of this nature will be deleted without being processed.