Airlock 2FA App

Where can I get help?

If you get stuck with the answers on this page, please contact your service provider's customer support directly (e.g. your bank or insurance company). 

Due to data privacy and security considerations, we cannot access user information or log files and therefore cannot offer direct end-user support.

How can I install the Airlock 2FA app?

Go to the Google Play Store or the Apple App Store and search for "Airlock 2FA". You can install the app from there.

Or open one of the following links on your smartphone:
Google Play Store: https://play.google.com/store/apps/details?id=com.airlock.iam.a2fa
Apple App Store: https://apps.apple.com/de/app/airlock-2fa/id1502438188

I have a new smartphone. How can I make the app work again? In the app I see the message "No user accounts were found in the backup."

When you restore the device from a backup, the app automatically offers to restore your user account(s) when opened the first time. Tap on "Restore accounts" and follow the instructions in your app.

You may see the message "No user accounts were found in the backup" in the app under "More". In this case, your service provider has disabled the backup feature to protect your account. To connect the new device to your account, please contact your service provider.

Why do I get an error message when scanning a QR code?

The Airlock 2FA App is not a general QR code reader app. It can only process QR codes meant for setting up a 2FA account, authenticating or approving transactions. All other QR codes are either ignored or result in the display of an error message such as "Invalid QR code". If you have problems scanning a QR code, please check that it is indeed a valid QR code for one of the accounts in our app. 

The Airlock 2FA app is not intended for scanning payment slips. Please use your e-banking app for this purpose.

Why is the app constantly running in the background on Android?

The authentication is based on push messages. In order to process push messages quickly, Android runs a background service (even after a successful login). This mechanism ensures that battery and data consumption is not negatively affected.

Does the app work without internet access?

Yes, the app works without internet access, like when you are abroad and you have turned off data roaming. If your cell phone has no connection, an alternative login method is automatically used. Therefore, the app may behave differently than usual. If you follow the on-screen instructions, you should still be able to log in to your service provider securely.

Why is my account locked when trying to log in with the Airlock 2FA app?

There are several reasons why an account may be locked. One reason can be multiple failed login attempts. The Airlock 2FA app cannot affect the locking behavior of the service you are using. Please contact the service desk of your service provider (e.g. your bank, insurance company or similar) to unlock your account.

What data does the app collect?

If you use the Airlock 2FA app, the following data is processed or recorded: IP addresses, user names (such as email addresses or contract numbers), confirmation transaction information, device information (such as mobile operating system, mobile device model, etc.) and metadata of authentication and transaction confirmation activities (such as timestamps of these activities). When using Zero Touch technology, anonymised sensor data, such as Wi-Fi and Bluetooth scan results, can be recorded for short periods of time.

This data is processed by Futurae Technologies as a third party provider (data processor) on behalf of Ergon Informatik (data controller).

See also section 11 of our privacy declaration.