What precautions should you take as quickly as possible?

  • Carry out a full scan of your computer using the most up-to-date antivirus software to check for any malware (malicious software eg virus).
  • Immediately delete any virus or malware that is detected.
  • Once the detected malware has been removed, open a PC banking session.
  • Wait at least 48 hours after logging on to PC banking and then contact the PC banking Helpdesk using the online contact form.
  • One of our advisors will check whether your PC banking can be made fully operational again.
  • If so, he or she will restore full access to your PC banking account so that you are once again able to use all functions, including making payments and transfers.
  • If you perform transfers from multiple computers, ensure that at least one is fully secure in accordance with the recommendations below, and provisionally limit your transfers to this computer; repeat the procedure for each computer you own before using PC banking;
  • We recommend that, as soon as you are aware of a malware infection, you change your passwords using a non-infected computer.
  • While your PC banking contract is set to read only, you can still consult and track your banking information via PC banking. If you wish to make any payments or transfers, you can do so using our ‘Self Bank' facilities (open daily 6 am to 10 pm) or at your local branch.


How does a computer become infected with malware?

Infection by malware can occur in several ways:

  • Installing software from an unreliable source;
  • Installing pirated copies of software;
  • Visiting a website that asks you to install a plug-in or an extra application;
  • Opening a file with, for instance, a video message or a music video from an unreliable source or a pirate version;
  • Downloading an e-mail attachment;
  • Accepting a message during an online chat session;
  • A deliberate attack by someone with criminal intent who exploits a weakness in the system or in specific programs.


What are the consequences for your computer?

Malware embeds itself deep in your computer system, where it carries out destructive actions unnoticed.

In this way, it threatens all the personal data on your computer. This may involve:

  • Your passwords;
  • Your access credentials for websites and e-mail accounts;
  • Your access to the sites of banks and organisations you work with or where you are a customer;
  • Your e-mails;
  • Your address book;
  • Confidential data of a private or professional nature.


This threat is not necessarily limited to your own personal data. Since the malware can hide deep within the system or in the system memory, the data of all users of the computer concerned may be at risk too

A good PC deserves the best security

Once the computer is again in good working order, you should naturally secure it as much as possible:

  • Install an anti-virus program and a firewall;
  • Ensure that your anti-virus program and firewall are regularly updated (tip: enable the ‘automatic update' option);
  • Have your computer scanned regularly by an anti-virus program;
  • Be aware that some malwares are not detected by a virus scanner; if an infection is detected, you might have to take more drastic action, such as a low-level reformatting of the hard drive. Be sure, of course, to make first a back-up copy of your personal data. Note that, in order to prevent the malware also being backed up, you must exclude programs and system software from the back-up command;
  • Change your passwords regularly;
  • Install the updates for your operating system, especially if they address security issues. Here again, you should select the ‘automatic update' option;
  • Always use the most recent and most stable version of your web browser (Explorer, Chrome, Safari, Firefox, etc.);
  • Ensure that the programs you use (Adobe Acrobat, Flash, Office, etc.) are regularly updated;
  • Free downloads (such as music or films), ‘cracked' programs, etc. are not necessarily harmless – they may harbour malicious software. In this respect, ‘free' often turns out to be costly.