Guidelines for new clients What to do when...

Transcription

1 Guidelines for new clients What to do when... 1

2 Dear client, Welcome to Raiffeisenbank. We are glad that we can serve as your bank and hope that you will find the use of our services convenient and easy. We have prepared these guidelines to guide you through the first steps at our bank. We believe that you will like our services and we will become the bank of your first choice. This document contains information about PIN codes, internet banking login and its main features, an introduction to mobile banking and card use. Thank you for choosing our services. Yours Raiffeisenbank We want you to be satisfied with our services and want ekonto SMART or ekonto KOMPLET to make the management of your finance more convenient. Within our product bundles you can enjoy: unlimited withdrawals from ATMs of ALL banks in the Czech Republic and with ekonto KOMPLET also abroad favourable interest on ekonto FLEXI savings account maintenance of a reserve not subject to interest up to CZK the possibility to maintain an account in up to nice currencies: CZK, USD, EUR, GBP, CHF, JPY, CAD, HUF, PLN incoming and outgoing domestic electronic transactions 2

3 PIN CODES You will receive your I-PIN and T-PIN for direct banking at a branch when opening an account, or the codes will be delivered to you by mail. I-PIN serves for logging in and confirming transactions in internet banking. T-PIN serves for logging in and confirming transactions via call centre. The new I-PIN and T-PIN must not contain identical or successive numbers. If you would like to change the PIN codes, log into your internet banking. You can change your PIN codes in Settings. 3

4 You will receive a letter containing the PIN for your card at the branch offi ce when taking over the card. The PIN is printed on a sticker at the bottom of the letter. The PIN code for a debit card is needed for ATM transactions and most payments in stores. You can change your card PIN via any of our ATMs free of charge. Choose a number that is easy to remember and select PIN change on the main screen after inserting the card. If you forget or lose the PIN, you can arrange for a new one by visiting any of our branch offices or by calling the infoline at For debit cards, you can request the PIN to be generated again via internet banking. The PIN code for your contactless sticker will be provided to you in a separate letter at a branch office. The sticker PIN is different from the card PIN and cannot be changed. The contactless sticker PIN code is required for payments in stores. 4 You can also contact us by calling our NONSTOP infoline at ( if calling from abroad) or visiting any of our branch offi ces.

5 S-PIN for mobile banking S-PIN serves for logging into your mobile banking. You will choose your S-PIN when activating the service. You can change your PIN in the mobile banking application under Bank > Settings > S-PIN change. You can also contact us by calling our NONSTOP infoline at ( if calling from abroad) or visiting any of our branch offi ces. 5

6 INTERNET BANKING Log in directly via 1. Click on LOGIN. The login window will open automatically. 2. Enter your client number that you chose when opening the account or credit card, or use your login data transferred from Citibank. 3. Click SEND CODE. 6

7 You will then receive a text message containing the authentication code to your mobile phone. Also, the login window displays a field to enter the authentication and I-PIN, if applicable. 4. Enter the authentication code without dashes. 5. Enter the I-PIN. 6. Click LOGIN. You are now successfully logged in the ekonto internet banking. 7

8 USEFUL INTERNET BANKING TIPS CHECK YOUR BALANCE AND TRANSACTIONS ACCOUNT HISTORY / Account movements TIP! Statements formatted as PDF can be downloaded in ACCOUNT HISTORY / Statements PSD. 8

9 PLACE A PAYMENT ORDER 1. Choose PAYMENTS, CONVERSIONS/ Payment order 2. Enter the payment data 3. Click Certify and enter the code obtained in a mobile text message 4. Enter the I-PIN 5. Click OK Enter the bank code into the Payment system code field. TIP! Did you know that you can always convert a payment into a standing order or a payment template? 9

10 GET A VIEW OF YOUR CREDIT CARD To display the details, the card must be linked to your internet banking first. 1. Choose CREDIT CARD/Connection request 2. Enter your card number 3. Click Certify and enter the code sent in a mobile text message 4. Enter the I-PIN 5. Click OK 10

11 GET INFORMATION ABOUT YOUR ACCOUNT The Inform me service informs you about transactions on your current account via a mobile text message or . Activate the service in your internet banking under INFORM ME. A bundle of text messages with your ekonto SMART or ekonto KOMPLET account costs CZK 20. messages are sent free of charge. TIP! You can set mobile text messaging also with your credit card as a Credit Info service. 11

12 PHONE BANKING Our phone bankers will be pleased to handle your requests and answer your questions on our toll-free infoline at , or when calling from abroad. If you need detailed information about your products, the telephone banker will require: Your client number or birth registration number T-PIN Mobile phone registered with us to send verification text messages Payment card number, should you wish to focus on its settings or functioning TIP! We also use verification via mobile text messages for withdrawals from your account at a branch office, and thus please keep your mobile phone at hand. 12

13 MOBILE BANKING Our mobile banking is available for Android and ios phones. Activate your mobile banking via your internet banking. 1 Download Raiffeisenbank s Mobilní bankovnictví application to your phone and install it. Download the application from Google Play (Android), the Apple Store (iphone and ipad), or by scanning the QR code. 2 Link the application to your internet banking in your computer. Proceed according to the instructions in your internet banking or follow the video HERE. 3 Enjoy mobile banking with Raiffeisenbank. You can also contact us by calling our NONSTOP infoline at ( if calling from abroad) or visiting any of our branch offi ces. 13

14 PAYMENT CARDS ACTIVATING YOUR CARD BEFORE FIRST USE Debit cards Activate your debit card and debit contactless sticker with a banker at a branch offi ce, by calling the infoline at , or in the internet banking (left menu; PAYMENT CARDS Card receipt confi rmation, click on the serial number and certify via a mobile text message). In the case of contactless cards, the fi rst transaction must be made using the PIN at an ATM or in a store by inserting the card into the terminal. Credit cards Activate your credit card by inserting it into a terminal and entering the PIN code upon the fi rst payment in a store or by sending a balance request in any of our ATMs. Activate your contactless credit card sticker by entering the PIN code during the fi rst payment in a store or by calling our infoline at Make sure that you have signed your card at the back. TIP! Did you know that you can apply for a supplementary card for your family? 14 You can also contact us by calling our NONSTOP infoline at ( if calling from abroad) or visiting any of our branch offi ces.

15 ONLINE CARD PAYMENTS It is necessary to enable E-commerce transactions for your card before making the first online payment. The settings are available in your internet banking or call a phone banker on our infoline at From the left menu, chose Payment Cards Card settings and click on the card s serial number. 2. Click on the E-commerce tab. 3. Check the box. 4. Click Certify. Enter the certification code sent to your mobile phone into the field. 5. Enter your I-PIN and confirm by clicking OK. 15

16 PAYMENT CARD SECURITY Another security feature of online card payments, the free 3D Secure service uses mobile text messages to confirm card payments at merchants supporting the service. Your card has been automatically pre-registered for 3D Secure and thus you only complete the registration of your phone number when making the first online payment. Afterwards, you confirm each payment using a unique code obtained in the mobile text message. Merchants not supporting the 3D Secure standard do not require any code for card payments and the payment is done without the code. TIP! When making card payments online, prefer merchants using 3D Secure certification via Verified by Visa or Mastercard Secure Code. YOU HAVE LOST THE CARD OR IT HAS BEEN STOLEN Block your card as soon as possible by calling our info line at (or if calling from abroad). In case of card theft or abuse, always report a crime to the Police. If your card is abused and the card is insured, call Uniqa at Save our info line number in your phone. For phone calls from abroad:

17 PAYMENT CARD INSURANCE With a debit card you can arrange Travel insurance and Insurance against debit card abuse in the internet banking; in the left menu, select: Payment cards > Cards settings > click on the card s serial number and scroll down to Change settings > PC Insurance. Choose the insurance type and certify using a mobile text message. For credit card insurance contact your banker or our infoline at TIP! Travel insurance covers medical expenses, assistance and legal services for you and your family. The insurance also applies to recreational sports. 17

18 FIRST INSTALMENT OF YOUR CREDIT CARD n We will notify you of the upcoming first instalment of the credit card via text message. n Please make sure that you have sufficient funds for the instalment in your current account. n Direct debits from accounts held with us are processed one day before the due date; direct debits from other banks are processed 3 days before the due date. n If you have not set up direct debit authorization, please, do not forget to send the instalment by wire transfer by the due date. TIP! 18 Did you know that even for contactless payments below CZK 500 you can be asked to enter the PIN code? The reason is that you have not used the PIN for some time.

19 CHANGES OF ADDRESS, SURNAME, IDENTIFICATION CARD, AND PHONE NUMBER As soon as possible after the change you should come with a new identification document to any of our branches where we will take a note of the new data. It is important that your data match those saved in our systems, particularly so that you can take full advantage of our services and to, for example, receive state support to certain products (building savings, supplementary pension schemes, etc.) without complications. Similarly, we need your current telephone number and to be able to contact you when needed. LIST OF MOST FREQUENT ACRONYMS PIN numeric password for your card PC payment card DC debit card CC credit card ATM automated teller machine IB internet banking ZPS system of international payments PSD statements statements with information that the bank is obliged to provide pursuant to the Payment System Act. The Act is based on the European Union Directive (PSD - Payment Service Directive). 3D secure verification of your online payment by text message E-commerce online card payments 19

20 You can also contact us by calling our NONSTOP infoline at ( if calling from abroad) or visiting any of our branch offi ces.