Please check the following.

  • Causes and Solutions
Causes Actions
No passkey is available on your smartphone.
(For iPhone users)

To use online banking "Other Service", creating a passkey is required.
Please turn on iCloud Keychain on your iPhone and set up two-factor authentication.
If you are using your browser's private browsing mode, switching to normal mode may enable passkeys.

  • *For details, please see iPhone homepage.
Biometric or password authentication failures

Please register your smartphone with a biometric (*1) or passcode(*2) you have set up as a passkey for authentication.

  • *1 a fingerprint or facial recognition
  • *2 PIN, pattern, password or etc.
You did not tap the URL on the latest SMS.
(Only those who use a smartphone for authentication as they submit an application using a PC.)		 Please tap the URL on the latest SMS within 5 minutes after receiving it.
The OS version on your smartphone is old.

Please use a smartphone that has the recommended operating environment designated below.
Android

  • OS : Latest version
  • Browser : Google Chrome

iPhone

  • OS : Latest version
  • Browser : Apple Safari
You did not use the recommended OS version or browser.
Your mobile phone cannot receive SMS.

To use "Other Service" menu,

  • Your smartphone must be able to receive SMS.
  • Your smartphone must have a contract with a cellular carrier in Japan.

If you cannot receive SMS, please see the Various Procedures  page and send the application form by postal mail.
You upgraded or changed your smartphone.
(In case you cannot receive SMS after re-registering the new smartphone.

The authentication error might have occurred because the passkey after model upgrade / change is different from the one you used with the old smartphone.
Solution:
1. Clear the cache* on your smartphone.
2. Delete the passkey registered on your smartphone and create a passkey again.

  • *A cache is a software or hardware component used to temporarily store information, often data, in a computer system. Clearing the cashe could fix certain problems, like loading or formatting issues on site or mobile device.
  • *This service may not be available on some mobile devices.
    If these solutions do not improve the situation, please download the necessary application form from "By Mail" here . Fill it out and return it to us by postal mail.