Help and support

Getting started, troubleshooting and system requirements.
En pratbubbla med ett frågetecken inuti och en pratbubbla med ett i inuti

How to get started

To start using the log-in card and card reader with a cable, you will need to install two programs: a security application for BankID and a driver for the card reader.

Instructions for Windows

  1. Install BankID security application  
    BankID security application Opens in a new window
     
  2. Install driver for the card reader 
    You may need to restart your computer after the driver has been installed. 
    Driver for card reader: Windows 8.1 (exe 2.9 MB)*

    Driver for card reader: Windows 10-11 (exe 5.1 MB)*

*The driver is not developed to be installed on computers with ARM processors. 

Instructions for Mac

  1. Install BankID security application  
    BankID security application Opens in a new window
  2. Install driver for card reader 
    Select a link depending on which Mac OS version you have. You will need to restart your computer after the driver has been installed. 
    Driver for card reader – Mac OS 10.12 - 10.13

    Driver for card reader – Mac OS 10.14 and later

Troubleshooting

Icon card reader

Check the number of rectangles

Before you can log-in with the cable attached to the card reader, you will have to install the BankID application and the driver for the card reader. 
If the BankID application is already installed on your computer, follow the steps below:
  1. Unplug the cable from the card reader
  2. Connect the card reader again, check the number of rectangles shown in the card reader display.

Guide

  • If three rectangles are shown on the card reader display
    1. Insert the log on card into the card reader and check if you see a dashed line on the card reader display
    2. Open the BankID application on your computer and check if your name is shown in the BankID application
    3. Try to log in to Handelsbanken's webpage
  • If two rectangles are shown on the card reader display
    If the driver for the card reader is not already installed, click here , and follow the instructions on step 1
    1. Insert the cable in a different USB port on the computer to check if three rectangles appear on the card reader display, if not;
    2. Try to connect another cable into the card reader
    3. If three rectangles appear in the card reader display, try to log in to Handelsbanken
  • If one rectangle is shown on the card reader display

    One rectangle indicates hardware related problems

    1. Insert the cable into a different USB port to see if you get more than one rectangle on the card reader display
    2. Try to connect another cable into the card reader
    3. If you still get one rectangle, contact Handelsbanken's customer support to order a new card reader and cable
  • If you don't get a dashed line on the card reader display
    1. Clean the chip of the log on card
    2. Connect another cable into the card reader and see if the dashed line appears on the card reader display
    3. Insert the cable into another USB port
  • Does it still not work?

    If none of the troubleshooting solutions have solved your log-in problems, reinstall the BankID security application. Follow the link below.

    Bankid.com Opens in a new window

System Requirements Windows

Windows 7, Windows 8.1 and Windows 10

System requirements Mac

Mac OS 10.9 – 10.14