Meine SBK - Frequently asked questions

SBK customers can use Meine SBK from the age of 15.

Any SBK customer aged 15 or older can register for Meine SBK.

Your data is secure in the data centre. Meine SBK is effectively protected by appropriate firewalls and SSL encryption. SSL stands for ‘Secure Socket Layer’ and refers to an internet protocol for secure data transmission. A password and two-factor authentication protect your data from unauthorised access by third parties. SBK regularly commissions independent IT security expert teams to ensure that your data stays protected.

The newest version of the following browsers are optimally supported.

Mobile:

• Chrome (Android)
• Safari (iOS)

Desktop:

• Firefox
• Firefox ESR
• Chrome
• Edge (Windows only)
• Safari (Mac only)
• Internet Explorer 11 (some things may not be displayed properly)

Using up-to-date browser versions helps keep your data secure, as in addition to new functions they often include security optimisations as well. It is usually possible to use older browser versions, but this may reduce functionality.

Adobe Acrobat Reader is required in order to view PDF receipts. Please enable JavaScript when using the Safari browser, in order to be able to use all functions and services.

If you receive a message about (security) settings when registering or logging in, please set the following:

• Allow third party cookies
• Disable the pop-up blocker
• Set the security level to ‘medium high’
• Mark sbk.org as a ‘trusted site’

Yes, you will need an internet connection to be able to use the Meine SBK app.

Your SBK Account will remain in place. If you want to delete your SBK Account, you can find this under My Data – SBK Account – Delete user account.

The most common reason for this is a weak internet signal. Please check your internet connection. Make sure that your device is logged in to the mobile network. You can use it and the use of mobile data is enabled on your phone. Alternatively, please check that you are connected to a Wi-Fi network and have access to the internet.

The Meine SBK app will automatically be shown in English if the operating system on your device is set to English. You can change the language at any time under the ‘Settings’ menu.

Place the document on a level, plain-coloured surface, which contrasts with the document and ensure that the area is well-lit. Hold your device horizontally over the document and ensure that the entire document can be seen on the screen. The photo will be taken automatically as soon as all the criteria are fulfilled. Please then check if the photo is legible and in focus.

If it is not possible to take the photo automatically, you can also take a photo manually using the relevant button in the app.

Yes, you do. As soon as you click on ‘Submit’ and have a stable internet connection, the document will be sent. As soon as your document has been received by SBK, you will receive a message in the app saying ‘Thank you very much for sending us your document’.

If you do not have an internet connection when you try and send a document, the submission of the document will be cancelled (Android) or interrupted (iOS). For Android devices, please retry sending the document as soon as a stable internet connection is available again. For iOS, the sending of the document will be automatically restarted as soon as a stable internet connection is available again.

Your document will be transmitted to SBK as soon as you submit it. SBK will receive it instantly. Further processing may take several days.

If the image we receive is illegible, we will contact you and ask you to send us the document again. It is therefore important that you still have the original.

The photos received by SBK are archived for ten years in an electronic form in line with the set statutory data retention periods.