Frequently Asked Questions

• How to block a card?

  • via the Swedbank mobile app, under “Cards” by switching the setting from “Active” to “Blocked”
  • on the Internet Bank, go to the page „My cards“ and then choose „Block card“
  • by calling us +372 631 0310

  A card can be blocked for up to 10 days, after 10 days the card will be closed permanently.

  You can order a new card via the Internet Bank site in section Cards > All debit cards or All credit Cards”.

• How can I activate a blocked card?

  The card can be re-activated within 10 days since blocking:

  • via the Swedbank mobile app, under “Cards” by switching the setting from “Blocked” to “Active”
  • by calling us +372 631 0130.

• What to do if I’ve forgotten the card’s PIN?

  The PIN is not stored anywhere. If you do not rember you PIN code, you have to order a new card via the Internet Bank site in Cards > All debit cards or All credit Cards”.

• What is the PIN of my renewed card?

  The automatically renewed card will have the same PIN as that of your old card.

• How to change the PIN?

  The card’s PIN code can be changed in the Swedbank ATM. You can find the nearest ATM in the Swedbank mobile app or via the Internet bank site in "My bank > Bank channels and contacts"

• What to do if the card’s payment limit has been exceeded?

  Limits on card payments can be raised:

  • via the Swedbank mobile app, under “Cards” section
  • via the Internet Bank in Cards > All debit cards or All credit Cards” section by clicking on “Change limits”.

• How to activate a card received by post?

  The card can be activated via the Internet Bank page in Cards > All debit cards or All credit Cards” section by clicking the “Activate card” button and following the instructions. The card will become usable immediately after activation. Please remember the PIN-code as it cannot be viewed again after you have activated the card.

• Do I have to order a new card if my current card expires soon?

  No, the card will be renewed automatically one month before expiry date of your existing card. We will send the card according to selection which you can see and change here. You can change the delivery method up to two months before the expiry date. The most convenient is to receive the card by post.

• How to get a renewed card before the expiry date of my current card?

  Order a new card via the Internet Bank page in Cards > All debit cards or All credit Cards” section. The old card will be closed automatically upon activation of the renewed card. The fee for ordering a card will be taken from your account according to the price list.

• What is the expiry date of my card?

  The month and year until which the card is valid are shown on the card. The card will be usable until the last day of the month.

• What to do if I don’t want to renew the card?

  Via the Internet Bank page in Cards > All debit cards or All credit Cards” section, click the “Change limits” button and select “No” next to the card renewal option. Click “Forward” to confirm changes in the Card Agreement.

• Where can I order a new card?

  A new debit card can be ordered via the Internet Bank page in Cards > All debit cards”

  A new credit card can be ordered via the Internet Bank page in Cards > All credit Cards”

• How much time do I have to activate my debit card?

  If not activated via Internet Bank, new cards are automatically closed after 60 days from opening the card.

  Renewed cards are closed automatically upon lapse of 30 days after expiration of the old card if not activated via Internet Bank.

• Why can’t I activate the card I’ve received by post via Internet Bank?

  Please check the following reasons:

  • renewed card has not been activated during 30 days after previous card's expiry date;
  • the new card has not been activated during 60 days;
  • you have exceeded six attempts to see PIN-code.

• What documents are necessary for collecting my child’s card?

  Your valid identity document – passport, ID card or driver’s licence. If possible, take your child's passport or ID card with you as well.

  Parents and legal guardians of minors can administer their child’s debit card from under their own online banking user account. Minors bank cards can also be sent by post. The card and PIN code will be sent to the child’s address of record a few days apart. The minor will be able to administer their debit card agreement in their Internet bank (along with activating the card sent to them) if they have been authorized to use the account linked to the card and assigned necessary privileges in the in Teleservices agreement, and possess a means of authentication.

• How can child collect the card alone?

  You can give a power of attorney to the child for collecting the card. For that, please send us a bank message. Choose the subject "power of attorney to a minor" from the drop-town menu. Please read all terms and fill necessary fields. After the bank message is sent, child can come to the branch with a valid identity document and pick up the card.

• May other person collect the card on my behalf at branch?

  Yes, a card may be issued to other person if that person has:

  • bank’s power of attorney (this is available at any Swedbank branch) or
  • a notarized power of attorney

• Will my VISA / Mastercard card work abroad?

  VISA / Mastercard cards are accepted for payment in all retail outlets worldwide where the VISA or Mastercard logo is shown and the retailer accepts that type of cards.

• How much will I be charged for withdrawing money in an ATM abroad?

  This depends on the type of card. For example, if you make a cash withdrawal from an ATM in a country where the official currency is other than EUR with a Swedbank payment card, then you will be charged a fixed fee for the withdrawal + a percentage of the amount + the currency exchange fee. Up-to-date information on charges and fees is provided in the price list of the bank.

• Will I be charged for paying by card abroad?

  If you pay in a country where EUR is the official currency, no fee will be charged. If you pay in a country with other official currency, then a fee as a percentage of the purchase amount will be charged. Up-to-date information on fees is provided in the price list of the bank.

• Can I book a car abroad with a debit card?

  Many car rental companies only accept credit cards for reservations. If you have only a debit card, we suggest getting in touch with the car rental in advance to find out if you can use a debit card for reservation.

• What could be the reason I can’t pay by card online?

  This can be due to a number of reasons:

  • Internet shopping feature may not be enabled for the card;
  • the account lacks sufficient funds;
  • the card’s purchase transaction limit may be too low;
  • the card has expired (see the expiry date on the front side of the card);
  • it may be due to restrictions set by the merchant (e.g. cards of a specific type or cards issued in a specific country are not accepted)

• How can I check whether my card is registered for internet shopping?

  You can check this on the Internet Bank page’s “Internet shopping” section where you can see red status „Not activated“ which means that Internet shopping is disabled and green status „Activated“ which means that Internet shopping is enabled. To change the status, use buttons „Disable“ and „Enable“

• Which Internet Banking authentication tools may be used for confirming online purchases?

  Online purchases may be confirmed with the Smart-ID, ID card, Mobile-ID, or with PIN calculator if the Internet shop has joined the secure shopping system Mastercard SecureCode and/or Verified by VISA.

• Where can I find the CVV/CVC code?

  The CVV/CVC code is shown on the back side of the card and consists of three numbers.

• What to do if I see a purchase I haven’t made in the account statement?

  Please block your card using our app and send us a bank message:

  • log in to Internet Bank
  • click on the message symbol at the top of the page
  • choose “Write new message”
  • choose “Other”
  • fill out the requested fields with transaction information and send the message

• What to do if incorrect amount of purchase is shown in the statement?

  Please send us a bank message:

  • log in to Internet Bank
  • click on the message symbol at the top of the page
  • choose “Write new message”
  • choose “Other”
  • fill out the requested fields with transaction information and send the message

• What to do if a purchase appears twice in the statement?

  Please send us a bank message:

  • log in to Internet Bank
  • click on the message symbol at the top of the page
  • choose “Write new message”
  • choose “Other”
  • fill out the requested fields with transaction information and send the message

• What to do if the amount of purchase has been reserved twice?

  Please send us a bank message:

  • log in to Internet Bank
  • click on the message symbol at the top of the page
  • choose “Write new message”
  • choose “Other”
  • fill out the requested fields with transaction information and send the message

• What is the amount of money I can withdraw from ATM?

  Up to EUR 750 can be withdrawn from an ATM at a time.

• How many banknotes can be deposited via ATM at a time?

  Depending on the ATM type, up to 80 or 100 banknotes can be deposited at a time.

• What are the requirements for ordering ISIC MC Studentcard?

  An ISIC Mastercard Student Card can be ordered by a student at least 16 years old who is enrolled in a higher education program in Estonia or abroad. A student can study either in full or in a shortened curriculum of any form of study (for example, full-time or part-time).

• How can I check my student status?

  If you want to check your student status in the Estonian Educational Information System, you can do that in the portal www.eesti.ee/eng.

• When and under what circumstances is the ISIC MC Student Card renewed?

  • The ISIC is renewed every year in October. (The exact date may vary.)
  • You are sent a letter in advance indicating the renewal date.
  • ISIC is renewed on condition that you are on the EHIS list and the renewal fee (the exact amount of which is specified in the price list) can be deducted from the current account linked to your card.
  • Those who are not on the list (i.e. those studying in a foreign educational institution) can order a new card in the Internet Bank (by submitting or bringing in a certificate proving their student status).

• How long does the ISIC card last?

  • If an ISIC card is ordered on 20 August 2019 or later, it will expire on 1 January 2021.

• Will my ISIC card become invalid once I graduate?

  Your ISIC will remain valid until the date indicated thereon.

• Can students of a foreign educational institution order a card to be sent to an Estonian address?

  No. Only those who are on the EHIS list can order an ISIC card to be sent to an Estonian address.

• What do I do if my ISIC card doesn’t work as a travel or key card, for example?

  In order for an ISIC card to work as a travel card, you must register it first at www.pilet.ee. In the event of other issues, use the contact details provided for at www.minukool.ee.

• What does the certificate proving my student status need to include?

  1. Your details (name, personal identification code or date of birth).
  2. The official name of the educational institution.
  3. The beginning and presumed end of your study period.
  4. The name of your faculty and/or specialty.
  5. Information on the education level of your studies, i.e. qualifications (professional higher education or undergraduate, postgraduate or doctoral studies).
  6. Information on whether you are a full- or part-time student (no information is required on your study load).
  7. The International Standard Classification of Education (ISCED97) code, where possible (not mandatory).

• How can I order a card? When will it be ready and will I be notified in advance?

  • You can order an ISIC card in the Internet Bank.
  • Students on the EHIS list can order a card to be sent to their Estonian address. In such a case, it will be ready for you within five working days. You will also be sent a notification in the Internet Bank.
  • Students who order an ISIC on the basis of a certificate can have this delivered to a branch. It will reach the branch within 10 working days. You will receive a text message when you can come and pick it up.

• Can I get an ISIC card if I am on academic leave or am an external student?

  You can order an ISIC card if you are:

  • a full- or part-time student who has been matriculated in a higher education curriculum (incl. a foreign educational institution);
  • a student on academic leave (in all study programmes, incl. distance learning and session and modular studies);
  • taking part in distance learning;
  • a student enrolled in an Open University curriculum of the University of Tartu (but not as an external student) who will complete the entire curriculum and has been matriculated.

• Can I rent a car using my ISIC card?

  Yes, usually you can (the card requirements, however, depend on the specific service provider).

• Will the payment go through if the beneficiary details are incorrect but the account is specified correctly?

  If the legal name or given name/surname of the beneficiary don’t match the account number (IBAN), then payment to a Swedbank account will not be executed. In case of payment to another bank in Estonia, it will be forwarded to the beneficiary bank that is entitled to either execute the payment based only on the IBAN account number stated or reject the payment.

• How can I cancel an executed payment?

  If the payment is in euros to another bank in Estonia, there may be a possibility to cancel the payment by calling our Customer Service on 631 0310. If the payment has already sent to beneficiary bank, you can request cancellation of the payment through the bank. The cancellation form is available in the section “Bank messages”. Please check our price list for fees. We are unable to cancel a payment without the beneficiary’s consent.

  If the payment is between Swedbank accounts, it cannot be cancelled. Please contact the account holder and ask them to return the payment. If this is not possible, you can request revocation of the payment through the bank. The revocation form is available in the section “Bank messages”. Please check our price list for fees. We are unable to cancel a payment without the beneficiary’s consent.

• What is the cut-off time for execution of payments?

  The Internet Bank (choose New Payment) and Swedbank’s new app, Swedbank Eestis, enable both private and business customers to make payments up to 15,000 euros in instant payments.

  Instant payments generally reach the recipient in a few seconds and can be made to all local banks that offer the opportunity of receiving them.

  At the moment, Swedbank clients can make instant payments within Swedbank itself, Coop Pank, LHV and SEB. The payments can be received from European banks that have joined the pan-European system of instant payments. You can check with the recipient’s bank whether they enable instant payments and the list of participating banks can be found on the official website of the Eba Clearing.

  For outgoing instant payments the price is the same as for ordinary domestic payments in euros; with no additional fees.

• How to make payment in a currency other than EUR?

  If you need to make a payment to other Swedbank account in a currency other than EUR, use the domestic payment form as usual.

  If you need to make a payment to other bank in Estonia in a currency other than EUR, use the international payment form.

• Why is the payment not going through even though I’ve confirmed it?

  This could be due to a couple of reasons:

  • The account lacks funds for executing the payment or paying the fee, if applicable.
  • The payment is made with a future date (in such an event the payment status will be “Future payment” under “List of payments”).
  • The payment details are not accurate.

• How can I make sure that a payment has really been executed?

  A payment is executed if the account balance has decreased by the amount of the payment and the payment appears in the account statement and the payment history as “Done”.

• How long does it take for international/European payments to go through?

  The payment process does not depend entirely on Swedbank – it also depends on the beneficiary bank and the intermediary bank.

  Payments to accounts with European banks are reserved on the same day as when executed and are delivered to the beneficiary bank or intermediary bank on the following working day. International payments are executed depending on the payment type. For further details, see the maturities of services under price list.

• I’ve made a payment but the beneficiary claims they haven’t received the money. What to do?

  In the payment history section, check:

  • whether your payment shows up there;
  • whether the beneficiary’s details are indicated correctly;
  • what is the payment status.
  • If the payment is in the payment history section and the status is “Done”, click on the “Payment details”, download the PDF payment file and, if necessary, send it to the recipient as proof that the payment has went through.

  If the payment status is “Done”, but the beneficiary details are incorrect, please send us a bank message under section „Cancellation or amendment of international payment”. Please check the fees in the price list.

• How to make a payment in other currency? Do I need to first exchange currencies?

  To make a domestic or international payment in other currency:

  1. Choose the international payment form.
  2. Select the currency available in the account as the coverage currency.
  3. Currency exchange will take place automatically when you confirm the payment.

• Why I cannot make a foreign payment in different currency?

  If the account lacks the currency necessary for the payment and no coverage currency is selected, the payment will not be executed.

• What is the coverage currency?

  The coverage currency must be selected upon execution of a payment order. It is another currency in the account that will be used towards covering the missing amount in case the account lacks funds for making the payment or paying the fee in the currency specified.

  The currency necessary for executing the payment transaction is converted to the remitter using the bank’s transfer rate effective at the time of executing the payment transaction.

  A discounted rate is offered for amounts exceeding 10 000 euros between 8.30 am and 5 pm on business days. Please contact our customer service +372 631 0130.

• Why was my payment returned?

  If a payment made via Internet Bank is cancelled, most often the reason is that the payment cannot be executed due to lack of details in the payment form. The mandatory payment fields are marked with asterisk. Additional information about payment details needed can be found under "question mark". If the payment is returned by the beneficiary bank or correspondent bank, the reason of the refusal is provided in the detailed information about the payment.

• Why I cannot see the payment in the payment history section?

  Please wait up to 15 minutes after you’ve executed the payment. We recommend checking the “List of payments” for your payment which may have been made with a future date in error – the status of such payments is “Future payment ”.

• What characters are permitted in the payment form?

  The permitted characters are:

  a b c d e f g h i j k l m n o p q r s t u v w x y z A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 0 1 2 3 4 5 6 7 8 9 / - : ( ) . ,? ' +

  If a notification that invalid characters have been entered appears on the Internet Bank page when making a payment, re-check all the payment fields.

• What is the minimum amount eligible for the improved exchange rate?

  A discounted rate is offered for amounts exceeding 10 000 euros between 8.30 am and 5 pm on business days. Please contact our customer service +372 631 0130.

• What to do if I want to cancel currency exchange I’ve made?

  Cancelling the currency exchange is not possible. You can convert the amount back in the Internet Bank but please consider that the exchange rate differs and might be disadvantageous for you.

• What is the cost of currency exchange via Internet Bank?

  You will not be charged for currency exchange on the Internet Bank page.

• How do I onboard the other Bank’s account to Swedbank Internet Bank?

  You can find this function in Everyday banking menu in Internet Bank (Everyday banking -> Account info -> Add other bank’s accounts). You’ll be asked to submit the consent to view the other Bank’s accounts in Swedbank Internet Bank and you’ll be redirected to the other Bank’s environment to confirm your choice.

• What kind of payment can be initiated from the other banks’ accounts in Swedbank Internet Bank?

  Instant payments and domestic SEPA payments in euros can be initiated. This means that the payment recipient’s account must be in the same country as the payment account from which the payment is initiated. E.g. payment is initiated in Swedbank Estonia Internet Bank -> payment is initiated from an account in SEB Lithuania -> beneficiaries can only be in Lithuania (SEB Lithuania, Swedbank Lithuania, Luminor Lithuania etc.).

• How do I view another bank's account information that has been added to Swedbank's Internet bank?

  First, go to "Daily Banking" -> "Summary" -> and make sure you have selected "Accounts in other banks" under the available filters. Once this is done, you will see your other banks' account information under "Accounts in other banks".

• How long is the consent to view the other Bank’s account information in Swedbank Internet Bank valid?

  Consent is valid for a maximum of 90 days. You can review the status and validity of each consent in Swedbank Internet Bank home page “Everyday Banking”-> “Summary Statement”-> “Accounts in other banks” and by pressing the “Manage” button on your right. You can renew and revoke the consent here as well.

• Where can I start payment initiation in Swedbank’s internet bank?

  You can find this new function in New Payment form under the Everyday banking menu (Everyday banking/Payments, Accounts -> New payment; corporate customer: Everyday banking/Transactions -> New payment). Other banks' accounts will be available in the “Pay from account” field (drop-down list) among Swedbank accounts. If you choose to pay from another bank’s account, you will be redirected to a separate Payment Initiation form.

  NB! If you want to initiate a payment from another bank’s account, you must onboard it first!

• Do I need to provide/submit separate consent in order to use the payment initiation service?

  Customer Consent is not needed for payment initiation. The customer will be asked to confirm each payment with SCA (Strong Customer Authentication), which entails the use of Mobile-ID, Smart-ID, ID-card or PIN-calculator.

• Where can I find information about payments that have been initiated in Swedbank’s internet bank?

  In the case of private customers, previously initiated payments will be displayed in the Payments history; in the case of corporate customers, those payments will be visible in the Payments archive. Use the drop-down menu to select the account the payment history of which you wish to see.

• As a corporate customer, can I initiate a multi-signed payment from another bank’s account?

  At this time, only single-signee payments can be initiated from another bank’s account.

• Where will a payment initiated in Swedbank Internet Bank be signed?

  Payment in all cases will be signed on the account servicing bank’s side. The interface of signing will depend on the method of signing chosen by the customer, but in all cases, legally signature is put on other bank’s side.

• What kind of interfaces can be used for signing payments that have been initiated in Swedbank’s internet bank?

  SEB: If you wish to sign the payment with Smart-ID or Mobile-ID, the signing will be conducted on Swedbank’s interface. If you want to sign with a PIN-calculator or ID-card, you will be redirected to the other bank’s internet bank.

  LHV: Regardless of the chosen signing method, you will always be redirected to the other bank’s internet bank.

• How much does payment initiation cost?

  Payment initiation doesn’t cost anything on Swedbank’s side, but payment transfer may cost on the other bank’s side depending on the price list that is applied to the customer by that bank. For example, if you have an account at LHV and you initiate a payment from your LHV account on Swedbank’s internet bank, a transaction fee will apply based on the price list of LHV.

• How quickly the payment initiated in Swedbank’s internet bank proceed?

  This depends on the payer’s and receiver’s banks:

  • If both banks are connected to the instant payment system, then the transfer will be processed as an instant payment (e.g. from SEB to Swedbank). If an instant payment cannot be made (amount limitation on payer’s bank side or technical issues), the payment will be processed as regular interbank payment.
  • If one of the banks is not connected to the instant payment system, the payment will be processed as a regular SEPA domestic payment (e.g. from SEB to Luminor).
  • If the accounts of the payer and the beneficiary are in the same bank, the payment will be processed as an intrabank payment (e.g. from SEB to SEB).

• From which other banks’ accounts can I initiate payments in my Swedbank internet bank?

  At this time, Swedbank internet bank payments can be initiated from SEB (LT, EE, LV) and LHV (EE) accounts, as well as accounts of Swedbank Latvia and Swedbank Lithuania.

• Who can be the beneficiary of a payment initiated in Swedbank’s internet bank?

  The beneficiary must be in the same country as the account from which the payment is initiated. For example, if a payment is initiated on the internet bank of Swedbank Estonia -> the payment is initiated from a Latvian SEB account -> beneficiaries can only be in Latvia (for example, an account of Swedbank Latvia).

• I have initiated a payment and have chosen to sign it with Smart-ID (or mobile-ID), but I haven’t been redirected to the other bank’s (e.g. SEB) internet bank – is this okay?

  If you have chosen to sign a payment initiated from a SEB account with Smart-ID or Mobile-ID, the signing will be conducted via Swedbank’s interface; however, in the legal sense, it is signed on the other bank’s side.

• If an online store has the option to pay via Swedbank, does this mean that I can also initiate payments from the accounts of other banks?

  Not at this time, as it is a different service from a technical viewpoint. If a customer wants to pay from another bank’s account, they have to choose payment via that bank in the e-shop.

• Will it be possible to initiate payments from more banks in the future?

  Payment initiation from other banks is currently under development. We will disclose more information prior to the launch.

• Which other banks’ account statements are available in Swedbank’s internet bank?

  It is currently possible to see account statements of SEB and LHV on Swedbank’s internet bank.

• Where can I find other banks’ account statements in Swedbank’s internet bank?

  This new function is available in the Everyday banking/ in New Payment form under the Everyday banking menu (Everyday banking/Account info -> Account info; for corporate customers: Everyday banking/Account info -> Account info). Other banks’ accounts will be available in the Account menu (drop-down list) among Swedbank accounts.

  NB! If you want to see another bank’s account statement, you must onboard this bank first (Everyday banking/Account info -> Add other bank’s account; corporate customer: Everyday banking/Account info -> Add other bank’s account)!

• What is the maximum period for viewing other banks’ account statements?

  Currently, SEB account statements are accessible from the past 2 years, LHV account statements can be accessed for up to 90 days.

• Is there any limitation set for the number of transactions displayed on other bank’s account statement?

  A maximum of 100 transactions per page are displayed on the other bank’s account statement and a function for switching between pages has been implemented (upper right corner of the statement).

• Where can I update my contact details?

  You will find your details and settings, as well as the options of contacting the bank at the top of the navigation bar on the Internet Bank page. To update your contact details, select „Customer data“

  If your details have changed please update them in our database as soon as possible. This means that we can always contact you quickly whenever necessary.

• Where to find information about the prices of a banking service?

  The prices of services of the bank are available in the price list.

• How long can I use code card?

  Code cards can be used until 01.02.2019

• What do to if the PIN-calculator is not working?

  PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

• Where and how can I get a PIN-calculator?

  PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

• Do I need to order the PIN-calculator in advance?

  PIN-Calculator may be blocked or has run out of battery power. To replace or unblock the token, go to your nearest Swedbank branch, taking your valid passport or ID card with you. The unblocking fee is specified in the bank’s price list.

• How much does Smart-ID cost?

  You can download and use Smart-ID app on the Swedbank Internet Bank page or in the mobile app free of charge.

• What do I do in case of problems connecting or using Smart-ID?

  Retry in a couple of minutes. If the problem persists, please contact Smart-ID support service by phone 715 1606 or e-mail help.ee@smart-id.com.

• I’ve forgotten/want to change my Smart-ID PIN-code(s). What to do?

  Delete your existing account from the Smart-ID app and create a new one.

• My Smart-ID PIN-code has been blocked. Can I unblock it?

  Upon the first entering an incorrect PIN for three consecutive times, it is blocked for 3 hours. The Smart-ID app will display a countdown until you can retry entering the correct PIN.

  On the second entering an incorrect PIN for three consecutive times, it is blocked for 24 hours. The Smart-ID app will display a countdown until you can retry entering the correct PIN.

  On the third entering an incorrect PIN for three consecutive times, it is permanently blocked, and you are required to delete your existing account from the Smart-ID app and create a new one.

• What are the transaction limits on Smart-ID?

  The transaction limits are initially set when you signed the Tele Agreement but can be changed (both increase or reduce).

• Can I use Smart-ID offline?

  Smart-ID only works with internet connection – either mobile data or Wi-Fi.

• Can I use Smart-ID on several devices?

  You have to download and install the Smart-ID app, as well as to create an account on whichever device you want to use. Also, whenever you buy a new smartphone, you have to download and install the Smart-ID app, as well as to create a new account. Creating a new account and downloading the app is free of charge.

• Can I use Smart-ID abroad?

  You can use your Smart-ID whenever you travel outside Estonia, just make sure you remember your PIN codes and have internet connection.

  The use of Smart-ID abroad will not create substantial roaming costs, since a single Smart-ID transaction in average uses merely 5 KB of data.

• If I have several Smart ID accounts on different devices, on which device will I be required to enter the PIN?

  Whenever you want to access your Internet Bank with Smart-ID, the system communicates with all your devices; it is up to you which device you use to open the Smart-ID app and enter PIN1 or PIN2.

  When you open the Smart-ID app on another device, a notification “No transactions found’ will appear.

• Are other people, e.g., colleagues or family members, allowed to use my Smart-ID account?

  No. However, we suggest you set up separate Smart-ID accounts for each family member or colleague, so that it is possible to trace back each transaction from the bank account to a specific person.

• If I have Smart-ID, do I no longer need PIN- calculator?

  In case you have the PIN-calculator, we suggest keeping it to have several identifications tools to use Internet Bank.

• What is the control code?

  The control code is an automatically generated 4 digit number displayed in a window of the Internet Bank page and your Smart-ID app. The control codes are introduced to make sure you confirm the right transaction in your Smart-ID app.

• Do I have to open the Smart-ID app to use it?

  If you have enabled the push notification feature of the Smart-ID app on your device, notifications will automatically appear on the home screen; tapping the notifications will automatically direct you to the Smart-ID app.
  If the push notifications are disabled for the Smart-ID app, you have to open the app manually to check the control code and enter PIN1 or PIN2.

• What is the data usage?

  A single Smart-ID transaction uses a very small amount of data – approximately 5 KB.

• Does Smart-ID provide accessibility for the visually-impaired?

  Visually impaired people can use the “voice” feature which is available in the recent smart devices. With the “voice” or “audio” feature activated, banking services are available both in the Smart-ID app and the Swedbank mobile app.

• What to do if I’ve received an unknown PIN1 request?

  Open the Smart-ID app and press “Cancel”. PIN1 is used only for logging in to Internet Bank or the mobile app.

• What to do if the control codes don’t match?

  If the control code in the Smart-ID app does not match the control code you see on the Internet Bank page, press “Cancel”. Try re-entering your user ID and your identity number in Internet Bank.

• Why I can’t create an account in Smart-ID?

  Please contact Smart-ID support service by phone +372 715 1606 or help.ee@smart-id.com.

• Where to buy the ID card reader?

  Card readers are available for purchase in computer hardware shops and online stores.

• If you’re unable to log in to Internet Bank, please check the following:

  If you’re unable to log in to Internet Bank, please check the following:

  • Make sure the Caps Lock is off on your keyboard.
  • Make sure Cyrillic (Russian alphabet) letters are not on.
  • If you use the PIN-calculator, make sure you entered the “APPLI 1” code when logging in.
  • If you use the Smart-ID, make sure that you have an active account in the Smart-ID app and that your mobile phone has the Internet available. PIN1 must be entered in the Smart-ID app within 2 minutes of appearance of the control code.
  • If you use the ID card, make sure that your computer is properly configured to work with the ID and that you entered the right PIN when logging on.
  • If your closed one also uses the PIN-calculator, make sure you’re using your own.

• What is the User ID and where can I find it?

  The User ID consists of 6 or 7 digits and you can find it in your Tele agreement contract under “User ID”.

• What is Teleservices agreement?

  Teleservices agreement is necessary to be able to use internet, telephone and mobile bank.

• What is the maximum limit on transfers via Internet Bank?

  Limits on payments via Internet Bank are initially set when you signed Teleservices Agreement but later can be changed (increased or reduced). You can see your transaction limit under „Everyday banking“ section "Payments" and "Payment limits".

• Where can I see and change my payment limits?

  You can see your transaction limit under Everyday banking section "Payments" and "Payment limits". If you need to change the transaction limits, click "Edit limits". You can change the limits up to 10 000 EUR per day and 10 000 EUR per month.

• What to do if the card’s payment limit has been exceeded?

  Limits on card payments in retail outlets can be raised:

  • In “Cards” section of the mobile app;
  • Via the Internet Bank page in “Cards” section by clicking on “Change limits”.

• What is the client limit, i.e. the joint limit of the Mobile Bank, Internet Bank and Telephone Bank?

  This is a limit assigned to a client in the Teleservices contract, which applies across all accounts and digital channels. An adult accountholder can make transactions to the extent of the client limit from any account that belongs to them and has been added to their user ID.

  • If additional users have been added to the contract, the account limits will usually apply to them.
  • If no account limits have been determined for an additional user, they can also make transactions to the extent of the entire client limit like the accountholder.
  • If account limits have been determined for an additional user, they can make transfers from the respective account only to extent of this limit.
  • The additional user cannot make transactions that exceed the client limit, even if this would be allowed by the account limits.

• What is a user profile?

  A user profile indicates the scope of rights – can all services be used, can information be viewed and payments be made; or can only information be viewed.

• If I have several accounts and I want them to have different limits, will they disappear and be replaced with the same limits for all accounts?

  As an accountholder, a single client limit will apply to you and you will be able to make transactions on all of your accounts to the extent of this client limit, Account limits can be determined for extra users.

• What are the limits of the extra user determined in the teleservices contract of a minor (parent, guardian)?

  Determining account limits for minor users is mandatory and they must meet the users needs and be justified. Account limits can be determined in the case of a parent or guardian and if they have not been determined, the client limit will be the limit.

• If a person authorised by me can use one of my accounts, will they be able to use all of my accounts in the future? Which limits can they use?

  An authorised person will only be able to use the account they are authorised to use with the limits established for the account also in the future.

  Important! Whilst authorised persons are currently unable to make transactions in a channel or the transactions in a channel were subject to a smaller limit, starting from 29.10.2019 they will be able to use a bigger limit than the previously effective account limit and do it in all channels.

• What do I have to do if I want to remove a user from my contract?

  In order to remove a user, sent us a bank message, call us on +372 6 310 310 or visit our branch.

• How to acivate a Mobile-ID solution?

  Please contact your mobile operator to get a special SIM. After you’ve signed the Mobile-ID contract and received a new SIM card, you can activate Mobile-ID at the homepage of Police and Border Guard Board (PBGB). Follow the instructions and if you need any help with activating Mobile-ID, contact PBGB at the phone number +372 612 3000.

• How much does Mobile-ID cost?

  The monthly fee for the service is up to 1 euro, the state fee for Mobile-ID (10 euros) is charged via mobile operator when joining the service. Find out more about special offers and prices from your mobile operator.

  * When using Mobile-ID abroad, a fee for sending a text message from abroad to Estonia per one Mobile-ID operation (identification or giving a digital signature) will be charged according to your mobile package.

• Can I use Mobile-ID abroad?

  Yes, you can. Just makse sure you remember your PIN-codes and have internet connection.

• Can I apply the Mobile-ID to a foreign number?

  No, you can conclude the agreement of Mobile-ID only with your Estonian phone number and if you are a client one of the following mobile operator: Elisa, Tele2 or Telia.

• Can I use Mobile-ID if I do not have a smart phone?

  Yes, you can.

• Why I did not get a sms message on the phone while I was trying to log in with Mobile-ID? (Service/ DigiDoc3 Client shows sending error or session timed out)

  Following steps should help with this problem:

  1. Open the KeyLock
     NB! Mobile-ID for Android only works when keylock has been opened prior the authentication. If this is forgotten for some reason then you may have to either restart your phone or open Mobiil-ID application and try again.
  2. Restart your phone
  3. Wait some time and try again as it could be problem with the service
  4. Reset to factory settings
  5. Update your phone's software

• I’ve lost my credit card. What should I do?

  In order to block/close the card you have as following options:

  • via the Swedbank mobile app, under “Cards” by switching the setting from “Active” to “Blocked”. In this case you can block the card for up to 10 days. After that, it will be closed automatically.
  • by bank message, adding the information about the card which is lost.
  • by calling us +372 6310 310.

  To order a new card, send us a bank message and add how you would like to get the new card (by post or to the branch). Also it is possible to order a new card by calling +372 631 0130.

  New credit card costs 7 euros.

• Where can I receive the renewed credit card?

  The renewed card can be delivered:

  • by post to your Estonian contact address;
  • to any Swedbank branch.

• Are credit cards renewed automatically?

  Credit cards are usually renewed automatically. If the credit card is not renewed, we inform the customer of it before expiry of the credit card via bank message, e-mail or by post.

• Can I get the renewed card sooner if I know that I will not be able to collect it at the time of renewal?

  If you would like to receive a new credit card earlier, please apply for a new credit card.

  We will give the answer to application within three workdays and if the application answer will be positive, then the card will be ready to be collected from the branch in 10 days or if your ordered by post, it will be delivered in 5 business days.

• How can I change the credit limit on my credit card?

  You can make the changes via the Internet Bank page under Cards > All credit cards” by selecting „Change limits“

  If the credit card limit change option is not available under Cards > All credit Cards” > “Change limits”, fill out a new credit card application and write on the additional information field that you wish to increase your current credit card limit and mark the suitable amount. You will receive an answer within two work days.

• Does a fee apply for ATM cash withdrawals?

  Yes. Withdrawal of cash with a credit card is subject to a fee according to the current price list

• Is any fee charged for paying for a purchase with a credit card?

  There is only a conversion fee for transactions in foreign currencies and it is 1% of transaction amount.

• Is any fee charged for transfers from the credit card account?

  Fees for transfers from the credit card account are identical to those for transfers from the current account.

  Transfers between one’s own accounts or other accounts within Swedbank are free of charge.

  PS! Please note that if you make a transfer or withdraw cash from the credit card account, the calculation of interest begins immediately, unless the amount of the aforementioned transactions remains within the positive balance of the limit account.

• Where can I pay back used credit limit?

  You can pay back the used credit limit via the Internet Bank page under Cards > All credit cards” by selecting "Return full used credit limit"

• Where can I pay back interest accruing credit limit?

  You can pay back the used credit limit via the Internet Bank page under “Cards” > “Credit cards” by selecting "Return interest accruing credit limit"

• Do I have a valid travel insurance with my credit card?

  The insurance cover attached to the Gold revolving card or Visa Platinum credit card takes effect automatically once you enter into the credit card agreement and remains valid until the credit card agreement is valid.

• I need an addition loan amount. Can I get it?

  Sometimes there are situations when the work or purchases you’ve planned require extra funds. If you need to borrow an additional amount, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, and click on “Fill out the application”. After receiving the application, you will be contacted by a bank employee.

• How can I change the date of monthly payments for the consumer loan?

  The changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” > “My obligations” > “Change” by selecting the required type of changes.

• How can I postpone repayment of my Small Loan?

  If you're struggling with repayment, log in to Internet Bank, go to “Small loan” section under “Loan, leasing, credit card”, click on “Fill out the application” and prepare the application, describing your situation in the comments. After receiving your application, a bank employee will contact you to agree on a mutually acceptable solution.

• Where can I notify of early repayment of the loan (before the maturity date)?

  If you have a Small loan, the changes can be requested via the Internet Bank page in section “Loan, leasing, credit card” –> “My obligations” –> “Terminate”. Please check fees from the price list.

• How can I change the account from which monthly payments for the consumer loan are made?

  The changes can be requested on the Internet Banking page in section “Loan, leasing, credit card” –> “My obligations” –> “Change” by selecting the required type of changes.

New loan

• What do I need to do to get a loan?

  You should start from a loan application. A loan application can be forwarded on the Internet Bank. A loan application can also be forwarded if you want to make preparations for taking a loan and discuss the details of the transactions with the bank in good time, and then choose a suitable property from the property market. After you have submitted a loan application, you will receive a call from the loan administrator to agree on further steps. Submitting a loan application does not obligate you to enter into a loan agreement but provides the administrator with the opportunity to personally focus on your loan.

• What do I need to do to get a loan consultation?

  You can get a loan consultation by calling 613 1324 (Mon–Fri 08:30–18:00), where you can speak with professionals in their field and they advise you on further steps.
  You can also fill in a loan application after which the loan administrator will call you to discuss in detail all the issues concerning your loan. Submitting a loan application does not obligate you to enter into a loan agreement but provides the administrator with the opportunity to personally focus on your loan.

• How much can I borrow?

  When issuing a loan, attention is paid to solvency, collateral, and self-financing. With regard to solvency, you can seek assurance by means of the maximum loan amount calculator, but it is particularly important that the monthly payment of the obligation to be taken is affordable for the borrower. The property to be purchased is suitable as collateral.
  Self-financing starts from 15%, but if you belong to the KredEx target group, then from at least 10%. However, the amount of self-financing also depends on the condition and region of the property. If you already have real estate, you can use it as supplementary collateral.

• What is suitable as collateral?

  Usually, the residential property to be purchased serves as collateral.
  When it comes to renovation, the property to be renovated is suitable as collateral.
  In case of a construction project, collateral may cover the registered immovable on which the private house will be built and a completed additional residential property, if necessary.
  The KredEx surety is used as additional collateral in cases where self-financing is 10% and the borrower meets the conditions of the target group of the KredEx surety and the property is also suitable for this purpose.

• How much self-financing is needed?

  Financial self-financing is 20% on average, and it may be 15% as a minimum. The self-financing of 10% can be used in cases where the borrower meets the conditions of the target group of the KredEx surety.
  In case there is no self-financing, i.e. the corresponding rate is 0%, the only option is to use additional collateral in the form of residential real estate.

• Do you want to exchange your home? Whether and how to do it with a loan?

  There are two solutions for home exchange:
  

  1. The existing property already has a loan. With this solution, a new property is purchased and the existing one is transferred. At the time when the client has a loan against both properties, we offer a grace period to increase the solvency, if necessary. With regard to this solution, liquidity of properties is also important in addition to solvency.
  2. The existing property does not have a loan. With this solution, a new residence is purchased on the basis of collateral of the existing property and the property to be purchased, and then the existing one is sold.

  All or part of the loan is deleted according to the transfer of the existing property, at the request of the borrower.

• Who is suitable for becoming a borrower? Who can take a loan together?

  A person is suitable for becoming a borrower if he or she has a regular income (1 applicant €700; 2 applicants €950), a proper previous credit history, and whose solvency is acceptable when taking a new commitment.
  Usually, a loan is taken with a household member, such as a spouse or partner.

• How does the bank finance the house construction?

  When financing a construction project, we are guided by the cost of the entire project and, in general, we finance the construction step by step so that the loan amount is specified at the beginning of the project. This provides the borrower / house builder with certainty that the construction is not halted and he or she can move into the house at the planned time.

• What are the transaction costs (loan agreement, notary) when purchasing a home?

  The exact transaction costs depend on the loan amount and/or the amount of purchase and sale, and the amount of mortgage to be set up. More detailed information about the costs is provided by a bank employee.
  In addition, you must be prepared to secure the collateral immediately after the mortgage is set up.

Questions about the amendments to the loan agreement

• Is it possible to amend the loan agreement? What amendments can be made?

  The loan agreement can be amended during the loan period. Depending on the amendment, additional information or documents are required that will also determine the entry into force of the amendment. The amendment will take effect once the Annex to the loan agreement has been signed.
  In case of technical capability, the self-service on the Internet Bank allows you to change the payment date of the loan and the service account, as well as make early repayments in part (and also in full). The changes made in the self-service take effect immediately and the service fee is charged in accordance with the price list.

• Is it possible to change the payment date of the loan?

  The payment date can be changed in the self-service of the Internet Bank and its modification is free of charge. The payment date cannot be changed on the payment day and in cases where there is no technical capability.

• Is it possible to repay the loan early? Partially? Fully?

  Early repayment is possible both in part and in full (the entire loan amount).
  In case of technical capability, it is possible to make partial early repayment in the self-service of the Internet Bank.
  It is also possible to fully repay the loan in the self-service of the Internet Bank if the borrower has the money required for repayment on his or her current account.
  If the loan is to be repaid in full from the sale of the property, then a bank note stating the time and place of the sales transaction should be forwarded. The loan is deleted on the basis of the funded received from the sales transaction.
  NB: The early repayment conditions and fee have been agreed in the loan agreement. After submitting the loan repayment application (bank notice), the bank will provide an overview of the calculation of the early repayment fee.

• Real estate sales serving as collateral for a loan. What should I know?

  If the owner of the property wants to sell the property serving as collateral for a loan, it is recommended to inform the bank as early as possible. It is reasonable to communicate the request to sell the property and also the time of meeting with a notary, if known. The sooner, the better, as the time of meeting with a notary should also be suitable for the bank’s representative. In addition, the bank will announce the fee and calculation for early repayment.

• Who is engaged in making amendments to the loan agreement in the bank?

  The amending of the loan agreement is the responsibility of the follow-up service specialist of the support unit of the financial centre of private persons. Once you have completed a request / an application for amending the loan agreement on the Internet Bank, you will be contacted by the follow-up service specialist who will advise you on the content of the amendment, inform you of the required additional documents and process. The follow-up service specialist will also sign the Annex to the loan agreement if it is required for the given amendment.

• What happens to the loan when the borrowers break up?

  As long as both borrowers are parties to the loan agreement, they are jointly and severally liable for the obligation. Possible options:

  • The borrowers sell the property serving as collateral, repay the loan, and distribute the remaining funds as agreed.
  • One of the borrowers wants to assume the loan, i.e. the second borrower wants to be released from the loan agreement. This means that the borrower who takes assumes the entire obligation must have sufficient solvency to pay the entire loan amount. Usually, the borrowers are also the owners of the property, and the owners of the property are also changed when using this solution.

• What do I need to do to get a loan?

• How to order the e-invoice?

  You can order e-invoices from companies that enable this option in the Internet Bank section “Everyday banking” > “E-Invoices” > “Order a new e-invoice”.

• How do I pay the e-invoice I’ve received?

  The e-invoice is payable by clicking “Pay” in “My E-invoices” section on the Internet Bank page or by enabling automatic payment for the e-invoice.

• How much does it cost to receive and pay e-invoices?

  Setting up and receiving e-invoices via Internet Bank is free of charge. The cost of transfers is according to the current price list of payments. However, if you enable automatic payment, there will be no cost.

• How to stop receiving e-invoices?

  To cancel the receiving of e-invoices, please choose under „Everyday banking“ menu “E-invoices and standing orders > E-invoice applications".

  In order to cancel E-invoice standing order agreement, you have to do it separately for every seller. E-invoices will be received also after cancelling E-invoice standing order agreement.

• What is the monthly limit for one e-invoice?

  When ordering an e-invoice, you have the option to allow partial debiting. This means: if your account lacks funds to cover the necessary invoice amount on selected payment date, the system will automatically monitor/check your account for up to 3.days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

• What does partial e-invoice payment mean?

  When ordering an e-invoice, you have the option to allow partial debiting. This means: if your account lacks funds to cover the necessary invoice amount on selected payment date, the system will automatically monitor/check your account for up to 3.days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

• What are the possibilities to choose the invoice payment date?

  When setting up e-invoice automated payment, you can choose one of the following payment date options:

  1. on e-invoice due date (the date specified by the service provider in the e-invoice).
  2. 2 days after receiving the e-invoice. That way the e-invoice will be paid in timely manner without waiting for the deadline.
  3. choose the date. You can choose the suitable date by yourself.

  You can modify the terms of payment in the section „Applications and agreements“. The exact options depend on seller's terms and may vary.

• What will happen to automated payment if the account lacks funds on the due date?

  If your account lacks funds to cover your invoice payment, the invoice will not be paid automatically. If you have chosen the „partial debiting“ option, the system system will automatically monitor/check your account for two days. If your account still lacks the full amount on the 3rd day, your invoice will be paid partially by transferring at least 50% of the required invoice amount. If your account has less than 50% of required invoice payment, the invoice will not be paid.

• What to do if the service provider does not offer e-invoices?

  Other invoice payment options are:

  • Standing order – if the monthly invoice amount is constant, payments will take place automatically on a date of your choice.
  • Defined payment – if the monthly invoice amount is changeable, then invoices need to be paid manually using the saved payment form.

• What to do if your e-invoice wasn‘t payed automatically?

  • Check if you‘ve received the e-invoice itself. If it‘s missing – please, contact your service provider.
  • Make sure that you’ve really ordered e-invoice standing order agreement for your e-invoice. If not, you can order it here. Have in mind, that all e-invoices that you’ve received before concluding the e-invoice standing order agreement must still be payed manually.
  • Check if the e-invoice standing order agreement is valid. If it expired, please conclude a new one here.
  • Check the amount stated in the received e-invoice. If it exceeded the maximum monthly amount set in the e-invoice standing order agreement, the payment couldn‘t be done. In this case you should pay the e-invoice manually. It would be better for you to increase the maximum limit of your e-invoice standing order agreement in the future. You can do it in the internet bank here. Bear in mind, that it’s safer to set a maximum month limit a bit bigger than your usual e-invoice amount – it will be helpful for i.e., when the first e-invoice might be for covering two months of magazine subscription etc.
  • Check your bank account balance – maybe the funds were insufficient on the day of the payment. In this case the bank is trying to perform automated transaction for 2 more days. If you‘ll get sufficient funds during those 2 days, your e-invoice might be payed partially (if you’ve selected this option when ordering it) if you happen to have at least 50% of the e-invoice amount. If the funds will be insufficient to pay 50%, you‘ll have to pay the e-invoice manually later as it will be marked under status „Unpaid“.

• Is it possible to change the amount of a standing order?

  No. If you wish to change the amount of a standing order, click the symbol in “Everyday banking > Standing order” section on the Internet Bank to delete the existing one and create a new standing order.

• What will happen to a standing order if the account lacks funds on the due date?

  If your account lacks funds to execute a standing order on the payment date you selected, the system will monitor the account for changes for 2 more days. If the funds available in the account are still not sufficient for the payment, the standing order will not be paid.

• Is it possible to make a partial transfer under a standing order?

  No. Partial transfer is not possible.

• Who participates in the reward programme?

  Points can be collected in the reward programme with all Swedbank bank cards, including both debit and credit cards, owned by private persons. Bank cards of children are also included in the programme. To order a gift, the child must have an internet bank user agreement which can be concluded from age 7

• Can family members or members of the management board sum up their points?

  No, they cannot. Reward points are linked to a specific person.

• How long can I use my points?

  You can see the amount of your reward points and their expiry date by logging in to Swedbank’s internet bank. The expiry date indicates that the points will expire on that date and will be deleted from your reward account.

  The validity period is calculated based on the reward account, for example, when paying with debit and credit cards a reward account will be created, to which reward points will accumulate for two years. When the two years is up, all points on the reward account will expire, incl. those collected even a month before the end of the two-year validity period of the reward account. Points are saved to the reward account on a regular basis and are valid for up to 2 years. All points of a reward account will expire once the expiry date of the reward account arrives and all reward points have the same expiry date. For example, points collected a year ago expire at the same time as points collected a month before the expiry date.

  Expired reward points can not be reinstated. We therefore advise you to use the points as early as possible, but no later than one day before the expiry date. The points you have earned earlier are annulled first on the expiry date and the new points earned for the transactions performed in the previous month are then added to your account. The new collection period begins on the same day.

• How will I know when I can go and pick up my gift?

  Once you have chosen a suitable gift from the reward programme page, you will receive a bank notification within 20 days reminding you of what you have ordered and where you can collect it from.

  You can pick up your gift as soon as you have received the bank notification. Specific details regarding the time period during which the message of when to collect the gift/use a discount is sent are displayed by each gift.

  Gifts must be collected within 1 month of the bank notification reaching the internet bank.

  As an exception, bank notifications are not sent for the order of magazines and newspapers.

• I ordered a gift, but I can’t collect it by the deadline. Is it possible to extend this deadline?

  Ordered gifts must be collected within one month of the date the bank notification was received (unless otherwise stated in the bank notification). If you are unsure whether you are able to collect the gift yourself, add authorisation for someone to collect it on your behalf when you place the order. Even in the event that you have authorised someone else to collect your gift, you can always go and collect it yourself. You will be asked for ID before you are given the gift. If you are unable to collect the gift in time, your order will be annulled and the points you used to order the gift will not be reinstated.

• What happens if I fail to collect the gift at the right time?

  If you are unable to collect your gift in time, your order will be annulled after the expiry of the redemption period and the points you used to order the gift will not be reinstated. That´s why we advise you to add authorisation for someone to collect the gift on your behalf at the right time when placing the order. Even in the event that you have authorised someone else to collect your gift, you can always go and collect it yourself.

• Can someone pick up my gift instead of me?

  Gifts ordered via the reward programme are only handed to the card holder in person or to an individual authorised by the person who has ordered the gift.

  Authorisation can only be granted on the internet bank and at the time of ordering the gift.

  The authorisation process requires the client to submit the name and date of birth of the person to be authorised.

  When going to collect the gift, the authorised person must provide their identification document and inform our partner that they have come to collect a gift ordered by someone else (state the forename and surname of the orderer).

  Regardless of the fact that someone else has been authorised to collect the gift, the person who actually placed the order can always collect the gift themselves by providing an identification document.

  A child under the age of 7 cannot be authorised to collect a gift. In case of a child older than 7 years, it is enough for the child to present their identification document to collect the gift. In case of a child aged up to 18 years, the gift can also be collected from our partner by a parent by presenting their identification document and the birth certificate of the child.

• Is it necessary to enter into a travel insurance contract if you have the European Health Insurance Card?

  The cover offered by health insurance varies in all European Union Member States. Visit the website of the National Health Insurance Fund to check which services are covered by national medical insurance at your destination and which services you have to pay for. For example, the European Health Insurance Card holders are usually obliged to pay for certain retention if the trip is prolonged due to illness or it is necessary to return home earlier than planned and thus organise it on one’s own.

  With travel insurance you don’t have to worry about additional expenses, as these will be covered by insurance. Both expenses may amount to hundreds or even thousands of euros.

• What do I have to do if I fall ill or an accident occurs during the trip?

  In case of minor illness (common cold, fever, etc.), pay the medical treatment expenses on site, if possible. When you return from the trip, submit the loss notification and medical treatment invoice to Swedbank property insurance. If you are in need of urgent treatment or hospitalisation, please address our Claims Handling at 888 2111 (24 h).

• What expenses are covered if the luggage is delayed?

  If the arrival of luggage is delayed in the destination of your trip by the transport operator for at least 4 hours, we will indemnify any essential commodities that you purchased or rented for the purpose of using them during the trip as well as any expenses incurred in order to purchase objects that are important with regard to the purpose of the trip to the extent of 300 euros.

  We will indemnify the expenses provided that:

  • it is not cabin luggage;
  • you have taken reasonable measures to obtain your luggage;
  • you have immediately notified the respective transport operator of the late arrival of your luggage and you have a certificate that verifies the delay in the transport of luggage that includes a note concerning the time of receipt of the luggage.

• If my flight is delayed and I cannot make the next flight, what will be indemnified?

  If the departure is 4 to 24 hours late, we will indemnify up to 150 euros for incurring the required expenses. If the flight is delayed by more than 24 hours, we will indemnify a maximum of 300 euros. We consider required expenses to constitute expenses on food and accommodation, and also expenses on toiletries if you have checked your luggage.

  In addition, we will indemnify the rise in travel and accommodation expenses necessary for continuing the planned trip and previously paid and irrecoverable expenses for services that were unused due to not making the connecting flight. You need to ask the airline or travel agent for a written confirmation of the belatedness of the flights

• What do I have to do if I want to learn more about Swedbank’s travel insurance?

  If you have general questions about travel insurance or your insurance contract, call the Customer Support (888 1513) or write to varakindlustus@swedbank.ee.

  In the case of questions concerning claims call the Claims Handling Department of Swedbank (888 2111).

• Why was a well-functioning app closed?

  We are aware that the previous app was very popular, but it did not allow to add the features that customers wanted as well as ones that the ever-evolving technology brings with it. We want to provide our customers with the most up-to-date and secure solutions, so we need to keep up with the innovations. Developing the previous app could have led to problems with adding contactless payments to Android as well as bringing Apple Pay and biometrics to customers. You can read more about that from Swedbank’s blog Kukkur.

• Why did we make a new app?

  • The new platform enabled to introduce new features (such as biometrics and instant payments).
  • This app has more development potential in the future.
  • Updated security requirements led to the introduction of the new platform.

  You can read more about that from Swedbank’s blog Kukkur.

• Why cannot I find the app on the App Store / Google Play?

  The new app works on most smartphones and tablets. The operation system of the smart device should be the following:

  • iOS 12.0 or newer;
  • Android 5.0 or newer.

  My device has the required operating system, but the app is still not on the App Store / Google Play.

  • Please check if your device software needs updating.
  • Update the App Store / Google Play app.
  • Clear the data stored in the App Store / Google Play app and restart the app (force stop).
  • If the app Swedbank Eestis still does not appear in the stores’ search results, please contact Google and Apple Support.

• Why cannot I log in to the app via Smart-ID?

  First, check your internet connection, you could also open the Smart-ID app manually. Also, make sure that Swedbank and Smart-ID can both send notifications via enabling them in your phone settings.

  Deleting the app and downloading it again from the App Store may help when you have an iOS device. On an Android device, delete the saved data in the app settings.

• Why cannot I log in to the app via Mobile-ID?

  If the Mobile-ID malfunctions, restart your phone and check on your computer whether Mobile-ID is running smoothly in our internet bank.

  Deleting the app and downloading it again from the App Store may help when you have an iOS device. On an Android device, delete the saved data in the app settings.

• Why cannot I find information about activating biometrics in the app?

  To activate biometrics, make sure the feature is present in your phone and utilised to unlock the screen. You can activate biometrics in the app settings (user preferences). If this button is not in your settings, delete the app and download it again from the App Store (iOS) or delete the saved data in the app settings (Android).

• Why is it not necessary to confirm the activation of biometrics with Smart-ID PIN2, for example?

  There is no requirement to give a signature when starting to use biometrics, we provide a convenient and secure way to activate the service.

• Is it now not possible to check the account balance by shaking the phone?

  Displaying the account balance has changed due to new security requirements. We recommend activating biometrics for a quick and convenient login. You can also quickly check your account balance in the widget related to the app.

• What is a widget and how can it be activated?

  You can use the widget to quickly check your account balance without having to log in. Please choose a widget activation guide according to your device – Android or iOS.

• Why is the widget not working?

  First, turn the widget feature off and on again in the app settings and select the appropriate account. If the widget still does not work, delete the app from your Apple device and download it again from the App Store. On an Android device, delete the app's saved data in your phone settings (settings> apps> Swedbank> clear data/memory/wipe data) and then set up the app from the beginning. If your phone is in power saving mode, then it must also be turned off.

• Why cannot I see currencies other than the euro in my account?

  To see other currencies, click the “Show other currencies” link below your account balance.

• Why is the payment confirmation button not working?

  To confirm a payment, slide your finger from left to right on the button. Simply pressing the button will not make the transaction.

• Why cannot I make future-date payments in the app?

  Future-date payments can currently only be made through the internet bank. We are also developing the feature for use in the app.

• Why cannot I save, edit or delete payments in the app?

  We will try to add these features to the app in 2020.

• How can I make payments between my accounts?

  You can find payments between your accounts under the “Payments” menu item and there under the “To my account” section. Click on the account you want to send the money to, and on the next page you can add the amount and confirm the payment.

  If you want to make transfers from another user account, you first need to change the user profile. To do this, press the initials in the right corner of the screen, and then proceed as described above.

• Why am I being redirected to an internet browser when paying with a bank link?

  The bank link payment feature is under development.

• Why cannot I make payments without logging in to the app?

  Due to updated security requirements, it is now mandatory to authenticate payments with a means of identification. We recommend setting up biometrics (fingerprint or face recognition) for convenient and fast payments. Using biometrics, you can make payments up to 100 euros ten times in a row.

• Why cannot I make payments without logging in to the app?

  For the “Request money” feature, log in, select the “Payments” menu item and you will find a green circular icon in the right corner of the screen. By clicking on it you can request money.

• How do I repay my credit card limit in my app?

  • Go to the “Payments” menu item and select “To my account”. (Android)
  • Go to the “Overview” menu item, click on the credit card balance and then on the credit limit link. (Android and iOS)

• Why cannot I make a mobile contactless payments using a Visa card?

  Currently, the mobile contactless payment feature is only available for Mastercard bank cards with contactless payments activated. We are exploring ways to make mobile contactless payments with other cards.

• What is a digital card number?

  The number is designed to make mobile or digital payments possible. This is a Mastercard requirement and cannot be used for any other purpose. The merchant cannot find out the physical card number when making a mobile contactless payment.

• Why cannot I activate mobile contactless payments?

  Smartphones running Android 6.0 or higher are eligible for making contactless payments. In addition, you need a Swedbank’s Mastercard with activated contactless payments.

  Other prerequisites:

  • The device must have NFC enabled.
  • This function does not work in a rooted device.
  • You need to set a screen lock on your phone.

  If all of the above conditions are met, you can try clearing the Swedbank app memory from the phone settings (cache clearing alone may not help) and also restarting the app or, in other words, using the force stop function.

  If after that you still cannot activate contactless payments, we await your feedback with the technical data and as detailed description of the error as possible under the “Contacts” menu item.

• Why cannot I pay with my phone? Why are mobile contactless payments not working?

  Under the app settings, turn off the mobile contactless payment feature and then turn it back on. Make sure you have also activated NFC in your phone settings and Swedbank app is set as your primary payment app. If your phone is in power saving mode, then it must also be turned off. If your phone has a protective case, try making the payment without it.

  It is definitely worth trying to make payments several times and in several different stores. If all the prerequisites for a successful payment are met and the payment still does not go through, you should clear the Swedbank app memory (not the cache as it does not give the same result) from your phone settings and also force stop the app or, in other words, restart it.

• Why cannot I receive e-invoice notifications?

  We are planning to include notifications for the arrival of e-invoices soon.

• Why am I not receiving mobile notifications even though I have notifications turned on in my phone settings?

  • Make sure that data saving is enabled in the app.
  • Turn notifications off in the app settings and then on again.
  • If you use iOS, delete the app and download it again from the App Store.
  • If you use Android, delete the relevant saved data under settings.

• How do I use the Circle K discount when paying with my smartphone or watch?

  • Unlock the screen and motion it above the terminal for a discount, then lock the phone.
  • Unlock the screen again and motion it again to pay for your purchase.
  • When paying with a smart watch (Fitbit Pay, Garmin Pay, Apple Pay), the discount will be instantly recognised.

  NB! Contact Circle K in order to receive discounts. They will add your virtual card to the loyalty account (the card number is not the same as on the physical card).

• Can I make Proxy payments?

  You don’t have to take any extra steps, if you would like to use Proxy payments for making transfers and you are already using Swedbank’s mobile app. All you need to do is select the beneficiary of the transfer from the contacts’ list on your phone when starting a new transfer.

  However, if you would like to use Proxy payments to receive transfers, then you should start by checking whether you have the latest version of Swedbank’s mobile app. You should then register your phone number to use the service.

  In order to register your phone number, open the Swedbank app and head to “Services” > “Payments” > “Proxy payments”. You will then have to:

  • agree to use the service and sharing of your data (beneficiary’s phone number, full name and IBAN) with the payer, their bank and other entities that have joined the system of the Bank of Latvia;
  • choose the account you want to link with your phone number.

• How can I register and verify my phone number?

  1. When you activate Proxy payments and your phone number needs verification, then you will be directed to internet bank section with contact information.
  2. From there you need to find a field called “Mobile phone number” (it is under “My contact details” -> “Telephone number for authentication and contacts” -> field “Mobile phone number”).
  3. If the field is empty, then insert there your mobile phone number. After that you will receive a confirmation code to your phone. Write this code to asked field in internet bank and your phone number is verified.
  4. If the field already has a telephone number in it, then push the blue button after the phone number field and insert your mobile phone number again. You will be sent a verification code that needs to be inserted to internet bank for verification.
  5. After verification is complete open “Services” tab from your mobile app and tap Proxy payments to continue activation process.

• How do I make a Proxy payment?

  All our mobile app users can make Proxy payments, no additional actions are needed. However, only the customers who have allowed Proxy payments in the app, will be able to receive Proxy payments. To do so, open the Swedbank app and head to “Services” > “Payments” > “Proxy payments”.

  In order to make a payment:

  • open “Transfers” in the Swedbank app;
  • Click on the “Start new transfer” field and select the beneficiary
    • “Select from phone contacts” or
    • enter the phone number manually to the “New transfer” field.
    If the beneficiary has signed up for using the service, their phone number, name and IBAN will be added to the transfer form automatically.
  • Then proceed as you would in the case of a regular payment.

  Confirmation text: In order to use the Proxy payment service, I authorise Swedbank AS to forward my personal data (name, surname, mobile number and account number) to the Instant Links Proxy Registry of the central bank of Latvia (Bank of Latvia). I am aware that the aforementioned data is used by the banks in the registry and the customers of those banks for the purposes of initiating payments.

• What kind of phone numbers can be used to make Proxy payments?

  Only phone numbers verified by the bank can be used for Proxy payments. If you do not have a verified phone number, you will be referred to the “Contact details” page on the internet bank, where you can confirm your phone number in the “Contact phone and its verification” section. As soon as you verify your phone number, you can continue with the registration process.

• Can I link several accounts in separate banks with one phone number?

  No. You can only link one payment account with one phone number. If the beneficiary wishes to receive transfers to their Swedbank account, they will have to link their phone number with said Swedbank account. To do so, open the Swedbank app and head to “Services” > “Payments” > “Proxy payments”.

• On which bank account will I receive the Proxy payments sent to me?

  The account registered most recently will be used to receive payments.

• Can I receive Proxy payments if I’m not using a phone number with the Estonian country code of +372 (e.g., I use a UK or U.S. phone number instead)?

  Yes, you can. The country code of the phone number you have registered with does not matter in the case of this service. However, it is important that the phone number is verified and linked to an Estonian bank account. Proxy payments can only be made in euros and as domestic payments.

• Is the number format I have used to save people’s numbers to my phone’s contacts?

  Android users do not have to worry about how the phone number has been saved in their contacts.

  At this time, iOS users have to be mindful that the number has been saved with the country code (e.g. +372).

• Is the phone number format important when I enter it manually to the appropriate field on the “New transfer” form?

  You can use any of the following formats when manually entering a phone number: +372…, 372…, 569…. It is important not to leave any spaces between the digits.

• The beneficiary has not yet linked their phone number with the Proxy payment service, but I want to transfer money to them. How should I proceed?

  If the beneficiary is not registered as a service user, you can invite them by sending an invitation (as a rule, the invitation will be automatically generated in the app). You can send the invitation via a text message, e-mail or social media account. The beneficiary can also link their phone number in the Swedbank app on their own.

• Can I send a Proxy payment to a person who has a bank account in another bank operating in Estonia (not Swedbank)?

  At this time, Proxy payments can be used for making intrabank payments (Swedbank) and payments between Swedbank, Coop Pank and SEB. Should more banks join the service, it will also become possible to make Proxy payments to the customers of those banks. The beneficiary of the Proxy payment has to have joined the Proxy payments service.

• Can I make Proxy payments to a person who has joined the service, but who has a bank account in Latvia/Lithuania?

  No. At this time, Proxy payments can only be made to bank accounts in Estonia.

• Why do I see the beneficiary’s IBAN, first name and surname upon initiating a Proxy payment?

  The display of beneficiary’s IBAN, name and surname allows you to check that the payment is going to be made to the right person.

• Is the service of Proxy payments safe?

  Proxy payments are just as safe as all our other payments. Keep in mind though that, if the beneficiary has joined the service, their name and surname and account number will be displayed to the payer prior to completing the payment.

• Are any additional fees applied to Proxy payments?

  No additional fees apply to Proxy payments. The limits applied are the same as for regular payments on the internet bank: all payments are free of charge for people up to 25 years of age (incl.) and people over 65 years of age (incl.); if you have joined the Payment Plan, you can make unlimited transfers for a monthly fee of 1.5 euros; the regular price list is applied in other instances.

• What kind of limits are applied to Proxy payments?

  Regular payment limits are applied to Proxy payments.

• Will a Proxy payment be carried out right away?

  If the correct IBAN has been found on the basis of the phone number, the regular payment process, which can be used for domestic payments, instant payments and intra-bank payments, will be initiated in the app.

• Why are Estonian banks using a service of the Bank of Latvia?

  Based on a mutual agreement, the Estonian Banking Association has selected the Proxy Registry “Instant Links”, managed by the Bank of Latvia, as the service provider. This means that all banks involved in the Proxy scheme, and all their customers, will register their data in the Proxy Registry of the Bank of Latvia.

• How can I stop using this service?

  If you would like to stop using the Proxy payment service, open the “Proxy payment” section in the mobile app and click on the “Unlink” button.

• Can minors use Proxy payments?

  Minors can’t join with Proxy payments solution and therefore they cannot receive payments to their phone. However, they can make proxy payments if the receiver has joined with Proxy payments solution.

• What is the difference between digital and current onboarding?

  With the digitally onboarding solution the customer can open an account via video without having to visit a branch. Becoming a Swedbank customer via video call is easy – everything starts from identification (by ID card, Smart-ID or Mobile-ID). After identification, you need to fill in Know Your Customer questionnaire and then sign it together with daily banking agreement. When the previous steps have been done, you can start video call.

• What is needed for digital onboarding?

  You will need:

  • Internet access and a web browser Google Chrome or Mozilla Firefox;
  • a computer, smartphone or tablet with webcam and microphone;
  • a valid passport or ID card of the Republic of Estonia;
  • Smart-ID, Mobile-ID or ID card with a reader.

  Before starting please be sure you own one of the following documents: passport or Identity card of the Republic of Estonia.

• Who can apply for digital onboarding?

  Adult residents of the onboarding country, with Estonian ID card or passport and means of authentication (Smart-ID, Mobile-ID or ID card) and who become a Swedbank customer for the 1st time.

• Is it possible to onboard children digitally?

  Yes, it is. You will find information at our homepage under „Become our customer“.

• Will it be possible to onboard non-residents digitally?

  Currently not, but it will be possible in the future (no precise date yet).

• What are the steps of digital onboarding?

  Firstly, please identify yourself with a Smart-ID, Mobile-ID or ID card. Then fill out and sign the application and agreement. After signing the documents, a video call will take place with the aim of establishing identity, checking the authenticity of the identity document and reviewing the questionnaire. The process is finalized after the bank has made one more review and activated the agreement and the account.

• Where I can find the digital onboarding application?

  You will find information at our homepage under „Become our customer“.

• Is it safe to onboard digitally?

  Yes, it is safe, and the solution is certified by the European Union. For video call, we use the solution provided by IDnow. IDnow’s Video Verification is secure and in compliance with the law. In May 2016 the IDnow video identification process was patented by the European Union.

• What services are available via digital onboarding?

  Firstly you can open a bank account and then sign remote banking agreement. You can also order a debit card.

• Can I be onboarded on the client computer at the branch?

  It is not possible to open an account via video on the client computer at the branch.

• How long does it take to onboard digitally?

  Filling out the application and video identification takes approximately 20 minutes.

• In which languages is the digital onboarding service available?

  The service is available in Estonian, Russian and English.

• What will happen if I change my mind and drop the video call or stop during filling out the application?

  You will be able to resume filling out the application and video identification later if needed.

• Can I open an account via video at any time?

  The application can be completed at any time, but video calls can be made during normal business hours from 9.00 to 17.00.

• What happens after the account creation process is completed?

  We will let you know if the account was opened successfully via SMS and e-mail.