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Major incident reporting: how does it work in practice?


Published: 07 December 2021

Under PSD2, payment service providers must notify DNB of major incidents as defined in the EBA Guidelines on major incident reporting under Directive (EU) 2015/2366 (PSD2). These guidelines, which entered into force on 19 February 2019, also define the thresholds and timelines for reporting incidents.

Payment service providers should use the EBA Guidelines on Major Incident Reporting template in Annex 1 to the EBA guidelines to report an incident. You will find the template in the Downloads box below. The Excel file contains the forms for initial, intermediate and final reporting.

Please use our portal My DNB to upload your report to DNB along with any relevant supplementary documentation. My DNB uses eHerkenning for login. Note: to use the My DNB portal, you must be authorised for the “Toezicht aanvragen" service. You will find more information here.

We are required to send your incident report directly to the EBA and the ECB, so please prepare your report in English. Refrain from including sensitive personal data where possible.

You are free to also report any incident to us by telephone, before or after you submit the mandatory report.

If you have any questions, please contact your account supervisor.