Security Feature: Two Factor Authentication

Two factor authentication is an added security feature that allows a Digital Banking user to access his/her account using not only a user ID and password, but also a unique security code generated by a token.

RBC takes the privacy and the security of personal and financial information seriously. We are continuously working to improve our systems and security, especially when it comes to Digital Banking. Two Factor Authentication gives our clients additional protection against threats such as identity theft and phishing so that they can bank digitally with confidence.

• This service is free of charge to all our customers.
• Note: there is a fee to replace lost or stolen Hard Tokens.

For new Digital Banking users, and existing Digital Banking users who have not been enabled with Two Factor Authentication:

After you’ve downloaded the RBC Caribbean Mobile app from your device’s app store, call the Advice Centre for assistance in activating your Integrated Soft Token.

For existing Digital Banking users (enabled with Entrust Identity Soft Token):

• Upgrade your RBC Caribbean mobile app to the latest version (version 1.50 for iOS and 3.20 for Android).
• Try to login as usual via your RBC Caribbean mobile app i.e. enter user name, password and then 8-digit security code generated by your existing Entrust identity app.
• You will see a new screen to Set Up Two-Factor Authentication.
• Set a 4-digit PIN for your Integrated Soft Token (Two-Factor).
• Set a customized name for your Integrated Soft Token (Two-Factor) based on the instructions on the screen.
• Success – your Integrated Soft Token is now activated!
• You can now delete your token in Entrust Identity app (you will no longer be able to use it to log into Digital Banking).

For future logins via the RBC Caribbean mobile app, you will just need your username, password, and PIN – we will now verify your Two-Factor Authentication.

You can use the RBC Caribbean mobile app enabled with Integrated Soft Token on up to 3 smart mobile or tablet devices.

You will only need to contact RBC once to receive your one-time password to protect your initial mobile or tablet device. Additional devices can be protected by Two Factor Authentication by using the 8-digit security code generated by the existing protected device.

Users can add more than one ID (for instance, both personal and business IDs) into the RBC Caribbean Mobile app on their device. Once the additional Soft Token is activated by Advice Centre, they can use it on the same RBC Caribbean mobile app.

After you've received your Hard Token from the Relationship Manager, it will be automatically activated in two business days.

From a web browser:

• Go to Online Banking: https://caribbean.rbcroyalbank.com
• Please enter your user ID and password.
• Generate an 8-digit security code from your Hard Token or Integrated Soft Token (on your mobile or tablet device).
• Enter the security code to login on your browser. Note that the lifetime of each one-time security code is 30 seconds, therefore give yourself enough time.

From mobile or tablet app:

• Open the RBC Caribbean mobile app.
• Please enter your user ID and password.
• Enter your 4-digit PIN.

Once the Hard Token or Integrated Soft Token is activated, you will no longer be required to answer a Personal Verification Question (PVQ) upon login.

If you enter the incorrect 8-digit security code, a message will appear asking you to try again. After 3 incorrect entries, your account will be disabled and you need to contact the Advice Centre to unlock your Digital Banking account.

One reason may be because the current time on your device does not match the current time in your time zone. Open the date and time settings of your device, and ensure that the current time and your time zone match. If that does not work, you will be required to call the Advice Centre to have the token synchronized again.

If you forget your pin, please contact the Advice Centre and we'll provide you with a one-time password so that you can reset your PIN and continue using Digital Banking.

In case of loss or theft of your device, please call the Advice Centre immediately.

In case of loss or theft of your Hard Token, please call the Advice Centre immediately.

Tokens have a built-in battery and life span of 5 years. When your token expires, RBC will replace the Token at no cost.

If a user wishes to switch from a Hard Token to a Soft Token or vice versa, they will be required to contact their Relationship Manager.

No, users are allowed one type of token only.

For your safety and protection while banking digitally, we automatically remove the existing token once the app is uninstalled. Once you re-install the app, please contact the Advice Centre to activate your new Integrated Soft Token (Two Factor Authentication).