What is a trusted device?
A trusted device is the phone you register in the Sogexia app to secure your account.
It allows you to:
- receive push notifications to approve sensitive actions;
- confirm operations using your biometrics (fingerprint / facial recognition);
- strengthen the security of your account in line with European strong customer authentication (SCA / PSD2) requirements.
It is an additional authentication method, alongside SMS and letters.
Is it mandatory?
Yes. Registering a trusted device is required for users of the Sogexia mobile app to ensure the security of your account and transactions.
If you only use your online account from a computer, you can continue using SMS for authentication.
How do I register a trusted device?
Open your Sogexia app: a screen will prompt you to register your trusted device. Simply follow the instructions:
- Choose a 6-digit backup passcode
- Confirm the same code
- Enable biometrics (FaceID, for example) if offered
- Allow push notifications
If push notifications are disabled on your phone, validation via push notification will not work.
Once your trusted device has been registered, you will receive a confirmation email.
Do I need to remember the backup code?
We recommend memorising your 6-digit backup code, as it may be requested to validate operations, unless you have enabled biometrics.
Which actions require strong authentication via the trusted device?
Strong authentication may be required for actions such as:
- adding a new transfer beneficiary;
- confirming a transfer;
- locking or unlocking your card;
- activating your card;
- updating your personal details or postal address;
- validating an online 3D Secure payment.
How do I approve an action with my trusted device?
When an action requires enhanced authentication, you will receive a push notification on your trusted device.
- Tap the notification
- Confirm the action using your biometrics (or your backup code if biometrics are unavailable)
If you prefer, you can choose to receive a validation code via SMS.
Do I need to complete two-factor authentication (2FA) at every login?
No. Once your trusted device has been validated, your device will be recognised for 180 days (in accordance with PSD2 rules).
If you delete cookies, use private browsing, or change device, you will need to complete 2FA again.
What happens if my phone is lost or stolen?
If your trusted device is lost or stolen, it is important to act quickly to protect your account.
If you have lost your trusted device but still receive SMS codes:
- Log in to your Sogexia account from another device;
- Go to “Settings”;
- Open the “Trusted device” section;
- Click “Remove linked device”.
If you have no access to your trusted device nor to SMS, please contact Customer Support to regain access to your account and register a new trusted device. Identity verification will be required.
What if I change my phone?
When logging in for the first time on your new device:
- Sign in with your username and password;
- Complete 2FA (via SMS or email);
- The app will prompt you to register your new device;
- Your old device will be deactivated automatically (or you can remove it manually in the settings).
If you need further assistance, please contact Sogexia Customer Support.