Frequently Asked Questions
What happens in case of an entered payment if the balance is insufficient?
The payment will not be processed, all payments are processed within the limit of the available balance. The unprocessed payments due to insufficient funds are automatically cancelled at the end of the banking day.
How to obtain the payment confirmation?
The transaction will be exported” from application in the desired format.
How to modify the daily/monthly transaction limits in I-B@nk?
You have the option to require the modification of these limits by the I-B@nk application messenger or directly to the local unit where you have opened your account with by sending a written message to your Bank.
How to make an external payment?
The application is user friendly and asks you to insert all the necessary data by selecting the foreign currency payment specific menu.
How to cancel a processed transaction?
The processed transactions cannot be cancelled
Why a transaction is not processed?
Verify if you have fully authorized the transaction and if the date of transaction is correct. A frequent mistake is to select a future date of the authorization or to authorize with only one signature when there are signatures specifically defined on types of users.
What to do if I have changed the phone which it had been installed the I-B@nk mToken application?
You have to reinstall the application and to request a new activation code at any Intesa Sanpaolo bank Romania branch.
What should I do if I forgot the hardware token PIN code?
To reset the hardware token you have to go to any Intesa Sanpaolo Bank Romania branch.
Why does the message Invalid digital signature appears?
This message appears when the token (m-Token or hardware) generates the wrong authorization code. In case of the hardware token, it may be a problem with the token. In case of the m-Token, it`s possible that you have entered the wrong PIN or a wrong authorization code. In both situations you have to contact any Intesa Sanpaolo Bank Romania branch.
Can I open an account by using I-B@nk service?
Yes, individuals can open an account only if it`s not an other account opened in the same currency. The application will send a message to the Bank`s Branch that manages your accounts and it will open your current account within maximum 24 hours.
What should I do if I inserted a payment with the wrong processing date?
You may request the cancellation of that payment through I-B@nk messenger by sending a written message or by contacting the local unit, where you have opened your account.
How does my balance affect my scheduled future payments?
The scheduled future payments do not affect your account, the payment is made from.
The security of the Intesa Sanpaolo Bank Romania I-B@nk Service complies with the specific technical standards in order to offer their clients a high level of information`s security:
Ø Log in and authorization using the unique passwords generated by the application and by the token at each log in and transactions authorization. The PIN code needs to be entered at every log in and authorization: Ø The site access is locked after 5 wrong passwords entered, after locking the PIN code (3 consecutive entering of the wrong code) or when the token is declared lost or stolen Ø The information is sent between the Bank and the I-B@nk users in an encrypted way using the secured SSL protocol.
Advice for users
ü For security reasons, do not memorize the user code by Autocomplete options offered by the most of browsers. For example, for Internet Explorer, go to “Tools” / “Internet Options” / “Content”, click on Autocomplete and to not mark User Names and passwords on forms ü Configure your browser in “Tools” / “Internet Options” / “General” / “Temporary Internet Files” / “Settings”, the section Automatically is marked by default. We recommend you to mark “Every visit to the page or Every time you start Internet Explorer so that your browser may search the display of the page on the internet and not in the cache memory.
Intesa Sanpaolo Bank Romania Recommendations
ü Verify the authenticity of the I-B@nk on Intesa Sanpaolo Bank Romania page, following these security elements: - The Secured by Thawte logo, and the current date must appear in the IB page bottom right corner when entering the username and the password guaranteeing the authenticity of the accessed page; - In the address bar, a mini-locker icon must appear along with Intesa Sanpaolo Bank Romania name; if you activate that icon by using the mouse, you can view information about the authenticity of that web page - Identified by Thawte - The URL address of the I-B@nk page which assures an encrypted connection in the browser navigation area, must be https://internetbanking.intesasanpaolobank.ro - Near the URL address of the I-B@nk service there will always be displayed the information about the owner of the site (B.C. INTESA SANPAOLO ROMANIA S.A.). ü If the security elements are not present on the I-B@nk page, or if data are different from the ones mentioned above, please stop all logs in and immediately contact the Bank. ü Check the information displayed by the I-B@nk application regarding the date and time of the last log in and notify the Bank immediately in case of any non-concordance. ü Regularly check your accounts as well as the messages received from the Bank by the I-B@nk, application in the Inbox -> Messages received. Immediately contact CALL CENTER if you notice any transactions that you do not recognize. ü It is recommended to notify the Bank via the CALL CENTER service in any situation where you have suspicions about the security of your account and transactions, providing as much information as possible (date of use, browser used, IP address the connection was made from, any messages or notifications on the page). ü Access the I-B@nk service only on the official website of the Bank, www.intesasanpaolobank.ro.
Can another person (friend, family, etc.) have access to the I-B@nk application with the same user ID and token?
Both, the user code and the token PIN for the I-B@nk service are strictly personal, the security elements must remain confidential. Otherwise the disclosure of these items is at your own risk. We assure you that Intesa Sanpaolo Bank Romania has taken all the security measures, but the security of the PC, the application is accessed from, as well as the degree of vigilance when you are using the I-B@nk service are your responsibility. For this reason, we recommend you not to disclose the security elements.
How can I access the application?
• By M-token and Hard Token - I-B@nk log-in device which interacts with the I-B@nk application and generates random codes to be used by users when logging in the application and to sign the transactions through it. In moment of signing operations, the application will return a code which, once entered into the token device, it will generate the operations authorization code as Challenge response principle.
If I forget my login password used to generate OTP (one-time password) in the application, how can I get a new password?
If you do not remember your login password, you can reset it either by contacting the Bank`s Call Center by calling 0800.800.888 free of charge or by going to any Bank unit.
Do I need such software?
Yes. Every time you connect to the Internet, you expose yourself to the dangers of the viruses. We refer to computer viruses, which are software products created for various purposes (identity theft, etc.).
I have anti-virus software installed; am I protected now?
Only if the anti-virus is updated; as thousands of new viruses appear every month, your software is important to be updated (some software programs are automatically updated, others you should update regularly visiting the sites of the major anti-virus producers).
What do viruses do?
They attack through the acquired software, some unchecked sources, strange sites, e-mail attachments, or simply spread from one PC to another through mechanisms made available by the users themselves. Some viruses can cause PC malfunctions, can multiply or allow hackers’ access.
Is it hard to learn how to use it?
No. The most programs come with a manual or you can contact an expert.
Do I have to pay for an anti-virus?
An anti-virus can be purchased or can be downloaded free of charge from the Internet if it`s used for personal purposes. Do not use several anti-viruses at the same time; security is not doubled and, in addition, the programs may interfere one with the other, leading to malfunction.
Do I need anti-spyware programs?
Yes. Spyware is the name of a category of programs used to capture data (analysing the sites accessed by the user, for example: fashion, news, social networking sites, etc.) and to send to that user advertisements according to the data extracted by the spyware. Spy programs may slow down your computer, your Internet connection, but they can also copy sensitive information, such as your card number and PIN, your code or password used in electronic authentication.
Is it ok to download programs from the Internet?
Pay attention to documents you download to your computer, emails received, or downloaded programs from unknown sources. Do not download programs from the Internet if the source is not trusted and do not open files that you do not know. These may contain viruses that once installed on your computer, compromise protection, and cause significant damage.
What does phishing mean?
Phishing is a fraudulent process whereby a company`s clients are determined to disclose their personal or confidential data, information which will subsequently be used in an illegal manner to operate transactions in that client`s account. Phishing attacks can occur by: - E-mail / text message (SMS): an electronic message is sent to the clients, claiming to be from a legitimate source (e.g. the Bank) requesting to insert the confidential data into a link specified in the text of the message and diverting this date to a faked site. - Phone: a person claims calling from the Bank, pleading technical issues (such as payment system issues) and requests confidential information such as your PIN, account number, password, etc. Ignore such messages!
Where do they have my e-mail address from?
E-mail lists run on the Internet and are exchanged between hackers. Intesa Sanpaolo Bank Romania NEVER sends any kind of messages to its clients requesting the disclosure or modification of any identification elements, accessing links to connect to the I-B@nk service or to any other sites. Intesa Sanpaolo Bank Romania will NEVER contact its clients to request codes, access passwords or PINs. If you are contacted by persons claiming to represent the Bank and to request this information, please end up the discussion and contact the CALL CENTER service. If you still face such a case, please contact CALL CENTER immediately, phone number 0800 800 888, free of charge in any telephone network.
What do I do if I get a suspicious e-mail?
Our recommendation is to delete it directly, especially if it has links or attachments. Spam / scam emails are mass mails sent to recipients, offering well-paid jobs, prizes, wins, all of them aiming at requesting money from the recipients. Also, most of the current viruses come as attachments to the email messages. Consequently, do not open any attachments to the emails received from people you do not know. Always check the sender even if it seems familiar (the sender and recipient information is often spoiled in spam messages to suggest that they are authentic).
What do I need to know about a firewall? What is a firewall? How does it work?
Consider it a filtering and encryption device between your computer and the Internet. You choose what programs and applications can connect to the Internet. You can grant access to the authorized Outlook Express program, but you can restrict access to a suspicious program.
Do I need a firewall?
Yes. All Internet users should use a firewall. This forbids access of the viruses that attack your computer and blocks the access of the unauthorized Internet programs.
I am not a computer expert; can I really learn how to use it?
Yes. Once installed, this program does not need much attention and most firewalls are delivered with a set of step by step instructions.
My computer works fine; why do I need to protect it?
Hackers look for new ways to attack computers. When a new vulnerability is discovered, the software companies launch on the market a program to remove the threat (“patch”).
Is it risky if I do not protect my computer?
Some programs aim at key issues; if you do not have them, your computer is open to hackers, and this is a risk you cannot undertake.
Can I let my computer unattended while I`m connected to the I-B@nk application?
Do not let your computer unattended and connected to the I-B@nk page, especially if you are in a public place; close the I-B@nk session by pressing the Logout button in the application.
Why protect myself if my anti-virus is updated?
Maybe it is, but if you protect yourself, you can obtain better computer performance and an improvement of your information security. You also protect your computer against the viruses that are not detected by the anti-virus software that you have installed.
How often do I have to check this protection?
You should check your computer every month, although some programs get automatically updated. Make sure your system and browser are up to date with the latest security patches which will provide enhanced protection while browsing the Internet. Make sure you set your computer to regularly receive the latest security updates and corrections. They do not only target the operating system, as Microsoft Windows or Apple Mac OS X, and also applications such as Adobe Flash, Microsoft Internet Explorer or Mozilla Firefox.
What is the BIC / SWIFT code?
The BIC (Bank Identifier Code), also known as SWIFT code, has 11 characters and is meant to uniquely identify a financial institution or a branch thereof. Example: WBANRO22XXX (the first 4 characters mean the name of the bank, followed by the country`s international code, location code, and branch code).
Which is the SWIFT code of Intesa Sanpaolo Bank Romania?
The SWIFT code of Intesa Sanpaolo Bank Romania is WBANRO22XXX.
What is an ABA routing number?
The ABA routing number is a 9-digit identification number assigned to financial institutions in the United States of America by The American Bankers Association (ABA). This number identifies the financial institution the payment is made for. Intesa Sanpaolo Bank Romania can make payments in favour of the USA banks identified by routing number only in USD.
What is a SEPA payment?
A SEPA credit transfer (Single Euro Payments) is a payment instrument for executing credit transfer transactions in EUR between the accounts of the holders located in the SEPA area. The SEPA credit transfer is executed on behalf of an Authorised Officer with an account at an Ordering Bank in favour of a Beneficiary with an account at a Beneficiary Bank according to the SEPA Credit Transfer Scheme (SCT) rules. In order to carry out a SEPA transfer, both the Ordering Bank and the Beneficiary Bank must have joined the SEPA Credit Transfer Scheme. As they are transfers in EUR, the SEPA transfers are subject to the provisions of the Payment Services Directive, so that the SHA option is mandatory for the commissions.
What are the countries in the SEPA area:
the European Union Member States: - The euro area countries: Austria, Belgium, Cyprus, Croatia, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Netherlands, Portugal, Spain and Slovenia; - The non-euro area countries: Bulgaria, the Czech Republic, Denmark, Latvia, Lithuania, Hungary, Poland, Romania, Slovakia, Sweden and the United Kingdom; Member States of the European Economic Area (EEA): Iceland, Liechtenstein, Norway; - Switzerland and Monaco. SEPA also includes the following territories, considered part of the European Union (Article 299 of the Treaty of Rome): Martinique, Guadeloupe, French Guiana, Reunion, Gibraltar, Azores, Madeira, Canary Islands, Ceuta and Melilla and the Aland Islands.
What does the OUR, BEN or SHA commission for a foreign currency payment mean?
For interchange currency payments, the transaction can be conducted with 3 options: The BEN (Beneficiary) option where the fees are covered by the Beneficiary. In this case, all costs will be paid by the Beneficiary and will be deducted from the amount ordered. Thus, the amount which will be sent from Intesa Sanpaolo Bank Romania to the beneficiary`s bank will be deducted with that commission specified in the commission list. The OUR (Payer) option where all costs will be paid by the Authorised Officer. Thus, in addition to the commission charged by Intesa Sanpaolo Bank Romania, the commissions of the corresponding banks are added. The SHA (Payer and Beneficiary) option where the commissions will be covered both by the Payer (Authorised Officer) and the Beneficiary. In this case, the transferred amount will be received by the beneficiary after deducting the corresponding bank commissions, and the Authorised Officer will pay only the commission to Intesa Sanpaolo Bank Romania.
What are the limit hours for processing the foreign currency transactions through I-B@nk?
• The emergency interbank currency payment orders authorized during day T until 13:00 o’clock will be processed with the T currency date; • The ordinary interbank currency payment orders authorized during day T until 16:00 o’clock will be processed with the T+1 currency date; Payment may also be initiated after 16:00 o’clock but they will be processed on the next banking day. • Foreign currency intrabank transfers - non-stop. Transfers between Intesa Sanpaolo Bank Romania accounts, both between the accounts of the same client and between the accounts of two different clients, are processed on any day and at any hour, including at weekends and non-banking days, except for day-closing hours (approximately between 19:00 and 22:00). The payment may be authorized in the I-B@nk application, but it will be processed when finalizing the day-end processes.
Can I open deposits in the I-B@nk application?
Yes, all types of deposits offered by the Bank, including the accumulation plan, are available.
Can I see my deposits and their characteristics?
Yes, you can access them in the application.
Can I close up a deposit via I-B@ank?
Yes, the option can be activated by accessing the details of the deposit you want to close up.
Are there commissions for the payments made via the I-B@ank application?
Yes, the standard fees enforceable upon the payments made via I-B@nk are those that you took notice of in the bank branch you opened your account(s) with.
Can I see my transaction history for a certain period?
Yes, the option is available in the application.
Can I access the information contained in my account statement?
Yes, the option is available in the application.
Is the viewing of account statement in I-B@nk charged?
The accessing of bank statement is free of charge.
Can I view the loan payment amount in the balance?
Yes, you can access the information by choosing the loan you want to view the details of.
Can I receive information from the Bank via the messaging section without having to go to the bank branch?
Yes, there is a dedicated section where you can view all messages received or sent to the Bank.
How can I forward the proof of a payment order made via I-B@nk?
Yes, the option is available in the application.
Which are the suppliers you can pay utility bills, phone services, other services, free of charge, with the collecting bank accounts opened at the Bank, accessing the Operations - Utilities Payments menu?
ENEL ENERGIE, ENEL ENERGIE MUNTENIA, TELEKOM ROMANIA.
What is the advantage of the Direct Debit service activation?
With Direct Debit, you mandate the Bank to make automatic payments from your account at the due date, to pay the utility bills to the selected supplier. The start date must not be less than the current date and will be filled in in the specified format. The bank will make payments starting with the first utility bill issued by the Supplier, after the start date. At the utility bill due date, you must to make sure that you have enough money available in your account to make the payment (the Bank does not make partial payments). If you do not assure the full amount available in your account at the due date of the utility bill, the transfer will NOT be made and the utility bill will not be paid. To check the payment of the utility bill, please view to your Account Statement.
Can a Direct Debit mandate be cancelled?
Yes. Beware, once a Direct Debit order cancelled, it cannot be reactivated, and a new one has to be created.
What accounts can be viewed?
According to the rights granted to your user*, you can view your online balance and the details of the operations made for the following types of accounts that you have at the Bank: - Current accounts - Deposit accounts - Loan accounts If you do not have access to all company accounts*, please verify if the application administrator has granted you with viewing and / or operating rights on those accounts. *Applicable only to legal persons
What transactions can be made through the I-B@nk application:
-viewing the account statements and transactions; - viewing the current account status (historical operations); - intra and interbank payments in lei; - intra and interbank payments in foreign currency; - scheduled / regular payments; - pending payments (payment orders indicating a specific payment execution date, other than the current day) - loading payment files from the client’s applications in the I-B@nk solution - deposits setting and closing up; - payments to utility suppliers the Bank has concluded conventions with.
How can I find out a currency quote?
Accessing the home page before login and after login in the specific section.
When can currency exchanges be made?
Every business day (banking) between 09:00 and 15:45, and outside of the afore-mentioned timing, foreign currency exchanges can`t exceed the equivalent of EUR 3,000.
What is the maximum amount I can change at the bank`s exchange rate?
The maximum amount that can be exchanged is the equivalent of 19,999.99 EUR for the currency exchanges involving RON and 99,999.99 EUR equivalent for other foreign currency exchanges.
What commissions are applied to foreign currency exchange transactions?
No fees / commissions are charged for foreign currency exchange operations.
What happens if I change my mind about the foreign currency exchange made?
Once executed, a foreign currency exchange can no longer be cancelled.
How can I make a foreign currency exchange if I do not have an account open for a particular currency?
This option is not available in the application.
How long does the processing of a foreign currency exchange take via I-B@nk?
The currency exchanges made via I-B@nk are operated in real time.
Are the currency exchanges displayed in I-B@nk the same as those displayed in the bank units counter?
Yes, the currency exchanges displayed in all Bank units, on the website and via the I-B@nk platform are the same.
How can I see all the foreign exchange made during a certain period of time?
In the I-B@nk application, in the specific section.
How can I download the confirmation of a currency exchange?
In the I-B@nk application, in the specific section.
How do I see the standard exchange rates on a certain date?
The exchange rates displayed in past dates can be viewed only after connecting to the I-B@nk platform.
How do I check whether a foreign exchange has been processed?
The I-B@nk platform allows you to view all executed transactions.
What is the maximum amount that can be exchanged at the standard exchange rate of the Bank?
Between 09:00 - 15:45, the maximum amount that can be exchanged is equivalent to 20,000 EUR for the foreign currency exchanges involving RON or the equivalent of 100,000 EUR for the non-RON currency exchanges; and for amounts exceeding these thresholds, the clients can negotiate the exchange rate directly with the Bank.
What are the currencies of the accounts that can be opened in Intesa Sanpaolo Bank Romania?
From the I-B@nk application, the account opening request can be made for the currencies traded in the territorial units: RON, EUR, USD, GBP, HUF, CAD, as messages addressed to the branch, which will return to you.
What is the TDY, TOM, SPOT, FWD exchange rate?
TDY, TOM, SPOT, FWD are abbreviations from English language and refer to the settlement date; thus, these names are now established as the standard in the specialized language to identify the date when the transaction is settled. Engl. TDY= (“today”) Engl. TOM = (“tomorrow”) Engl. SPOT = (“spot – on the spot”), the acknowledgement used is the transaction date plus two business days, i.e. SPOT = TDY + 2 banking days. Engl. FWD = (“forward”), with the meaning used on international financial markets, refers to a date exceeding 2 banking days in the future. Note: All currency exchanges ordered to the Bank via the I-B@ank application shall be executed at the TDY course.
Pay to email