Frequently asked questions

• What account statement periods are available?

  In Internet Banking, the maximum account statement period is 2 years. If you need a statement for the last four years, you need to request 2 account statements for 2 years. If you request the statement at branch, there is no limit to the period, but keep in mind that a fee will be charged for every 6 months.

• How can I request the regular account statement?

  The regular account statement can be requested here.

  “Payments, cards, accounts > Account > Statements and reports > Order automatic statement”.

  The reports will be delivered here.

  “Payments, cards, accounts > Account > Statements and reports > Stored statement files”.

• How to order a statement with fee details?
  A statement with fee details can be requested here.
  “Payments, cards, accounts > Account > Statements and reports > Statement request”.
  In the “Fee" menu, select the option “Separately”.
• What is the extended account statement?

  The regular account statement details include:
  Operation date, document number, transaction amount, payment details, balance.

  The extended account statement details include:
  Operation date and transaction archive number, document number and transaction code, beneficiary name, registration number, payment details, beneficiary’s account number and beneficiary bank’s SWIFT code, transaction amount (debit/credit).

  Additionally, various filters are available.

• How to export an account statement?
  The account statement can be exported by selecting the exporting menu item above or below the account statement ordered. The statement can be exported in PDF, TH5, CSV, TH6 and Fidavista format.
• What to do if the special Latvian-language characters (diacritical marks) are displayed incorrectly?
  This can be due to a number of reasons. One solution could be changing the report settings. This can be done here.
  “Contacts and settings > General settings > File import/export preferences > Import / Export file encoding > Unicode (UTF-8)”.

• How can I request POS reports?

  POS reports can be requested here.

  Payments, cards, accounts > Account > Statements and reports > POS reports

• Where and how can I submit the balance sheet?

  Balance sheets can be submitted by entering balance sheet values here.

  “Payments, cards, accounts > Account > My finance report”

• What is the cut-off time for payments and when are they executed?
  • A payment to other person’s Swedbank account in Latvia is done immediately both on business days and non-business days at any time of the day.
  • Time of submitting for domestic payments in EUR to other bank in Latvia - on business days before 16:00 hours.

  Further information about payment times and prices is provided in the Price list.

• What to do to cancel, revoke or correct a payment?
  • A payment can be cancelled within 15 minutes by calling the bank on 67 444 444. If the payment has been made between Swedbank accounts, as an instant payment to another bank, through BankLink, or initiated from Payment Service Provider (Open Banking), then it cannot be cancelled. In such an event, there’s an option to request payment revocation.
  • A payment can be revoked by filling out the bank message form ”Cancellation/investigation of payment”. The fee specified in the price list will be charged and the returning of funds is not guaranteed because an executed payment can only be revoked if the funds are recovered from the payee.
  • A payment can be corrected by calling the bank on 67 444 444 and afterwards filling out the bank message form ”Cancellation/investigation of payment”. The fee specified in the price list will be charged. If you need to change the payment amount, currency or beneficiary bank, it is necessary to request the payment revocation.
• What to do if a payment that I haven’t made shows up in the account statement?
  You need to fill out the bank message form “Claim for unauthorized (I have not made) internetbank payment”.
• What to do if money is debited from personal account when shopping online?
  Please contact the recipient of the payment and request the money to be paid back. If you want the bank to take care of payment cancellation, please ask at any branch or send us a message via Internet Banking. In this case you will be charged a fee for this service as per bank’s price list.
• 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 has been prepared with a future date (in such an event the payment status will be “Awaiting execution date” under “List of payments”).

  If none of the reasons above match your situation, send us a message via Internet Banking or call the bank on 67 444 444.

• What’s the payment waiting time?

  If the account lacks sufficient funds for standard or economy execution, then the payment waiting time is 10 calendar days, whereas express payments are cancelled immediately.

• What’s IBAN?

  The IBAN (International Bank Account Number) is the customer’s account number in banks and other financial institutions as assigned according to the international ISO 13616 standard; in Latvia it consists of 21 character. Read more about IBAN here.

• Which payment form should be used to make a payment in other currency to other bank in Latvia?

  Use the international payment form to make such a payment.

• Will the payment be executed if any of the payment details is filled out incorrectly?

  If the legal name or forename/surname of the payee 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 Latvia, 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.

• What to do if a notification that the payee’s name is invalid or does not match the entered account number appears when making a payment?

  Make sure that’s you’ve chosen the appropriate payment form when making the payment.

  Check:

  1. Whether the payee’s (beneficiary’s) details are entered correctly.
  2. Whether the appropriate payment form has been selected - if the payment was made outside the EEA and the European Union, then choose the international payment form.
  3. Get in touch with the payment beneficiary and clarify the details.
• How to make sure that a payment has indeed been executed?

  You can verify that by checking the account balance, account statement or payment history.

• What’s the payer reference?

  A special identifier that the invoice issuer assigns to the payment recipient. The reference is required in order for the payment to be executed. It is rarely used in Latvia.

• What’s the payee reference?

  That’s a specialized number consisting of a maximum of 25 characters. The reference number is assigned by the payment recipient and the recipient automatically gets notified in the accounting system that the invoice has been paid.

• How to make a payment in other currency?

  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.

  If the account lacks the currency necessary for the payment and/or no coverage currency is specified, then the payment will not be executed.

• Why, when making an international payment in other currency, it has been executed in EUR?

  The reason could be incorrectly specified principal currency in the payment order.

• What is the coverage currency?

  It is currency in the account which is other than the principal currency of the account that will be applied towards covering the missing amount in case the account lacks funds for making the payment.

  The coverage currency must be selected when preparing a payment order. Balance of funds in the account may remain there for an unlimited period of time.

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

  Swedbank reserves payments to accounts on the same day and delivers them to the beneficiary bank or intermediary bank on the following business day. The payment execution time depends on the payment currency, type and the beneficiary bank or intermediary bank. See the price list for times and charges of these payments.

• Where can I find information about Swedbank’s correspondent banks?

  Every bank has its correspondent banks depending on the payment currency. Information about correspondent banks is available here.

• Why do I get the notification that invalid characters have been entered when making a payment in Internet Banking?

  If a notification that invalid characters have been entered appears, re-check all the payment fields.

  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 / - : ( ) . ,? ' +

• How can I find out the payee’s correspondent bank if it’s not indicated in the invoice?

  Information about the payee’s bank and correspondent bank is not required when making European payments in EUR currency.

  When making International payments (and European payments if beneficiary’s IBAN is not specified) and payments in foreign currency, it is necessary to provide information about the payee’s bank (SWIFT code and name) and, preferably, also information about the correspondent bank of the payee’s bank. Detailed information is available to the payee.

• What is the AMK code?

  AMK, or external payment code, is information required by the state about payments made from Latvia to foreign countries. A three-digit payment code must be assigned for such payments based on the classifier according to the international standards of the payment balance sheet. Payment codes are divided in 9 groups according to standard items in the payment balance.

• What to do if a payment has been made but the beneficiary has not received it?

  In the payment history section, verify that the payment has been made and correct details have been specified for it.

  • If details have been specified correctly, send the payment order copy to your counterparty showing that the payment has been made on your part.
  • If incorrect payment details were specified but it was executed, check the payment details. Find out more here.
  • If the payment cannot be found in the payment history, make sure that the account has sufficient funds, check what execution date is set for the payment and check if it’s not awaiting confirmation.
  • If the payment has other status, execution of it has not been started because the account lacks sufficient funds for execution of the payment, covering the fee or the payment has been set up with a future execution date. Find out more here.
• Why was the executed payment returned?

  A payment is not executed if all mandatory fields marked with asterisk in the payment details are not filled out.

  If the payment is returned by beneficiary bank or correspondent bank, then the reason for declining is specified in the detailed information about the payment.

• Why has the beneficiary received a smaller payment amount?

  If the payer has chosen the fee to be covered on shared basis, then the payer covers the fee for execution of payment, whereas the correspondent bank’s and beneficiary bank’s fee is covered by the recipient of money.

• Will the payment be made if the status “Processing” is shown for it in Internet Banking?

  Yes, the payment will start in 15-20 minutes. If it does not happen, contact the bank by phone on 67 444 444.

• Where can I see the payment made if it does not show up neither in the history section, nor in account statement?

  If, after making a payment, you cannot find it in payment history or account statement, and also your account balance has not decreased, then most likely the payment has not happened.

  Check the “Payment list” section and make sure that the payment has not been prepared with a future date (status - “Awaiting funds”).

• How do I onboard an account at another bank in Swedbank Internet Banking?
  This option is available on the Internet Banking site as follows: Payments, Cards, Accounts -> Account -> Add Accounts at Other Banks. From the list, select the bank at which your company has an account(s), after which you must give your permission to view the other bank’s account(s) on Swedbank Internet Banking. You will then be transferred to the other bank’s website to confirm your selection.
• How long is the permission valid for viewing the account balance from another bank in Swedbank Internet Banking?
  The permission is valid for a maximum of 180 days. You can view the status and validity of permissions by logging on to Swedbank Internet Banking and then clicking the “Manage” button in the homepage tab “Accounts at Other Banks”. Here you can renew and revoke permissions.
• Where can I find the other bank’s account statement in Swedbank Internet Banking?

  This function is available under menu Payments, accounts -> Account statement. Other bank’s accounts will be available in “IBAN” field (drop-down list) among Swedbank accounts.

  Important! If you want to see other bank’s account statement in our Internet Banking, you must onboard it first under Payments, accounts -> Add other bank’s account.

• Where can I initiate a payment in Swedbank Internet Banking?

  This new feature is available in the “New Payment” form under the services menu Payments, Cards, Accounts -> Payments -> New Payment. The other bank account will be available in the field “Pay from Account” (drop-down list) along with your Swedbank accounts. When you choose to make the payment from the other bank’s account, you will be transferred to a separate payment initiation form.

  Important! In order to be able to initiate a payment from an account at another bank, you first need to onboard it on Swedbank Internet Banking.

• What type of payments can be initiated on Swedbank Internet Banking from an account at another bank?
  It is possible to initiate instant payments and domestic SEPA payments in euros. That means that the beneficiary account has to be in Latvia.
• Do I need to give a separate permission in order to use the payment initiation service?
  A separate permission is not required for using the payment initiation service. Each payment has to be confirmed with Smart-ID, eID or a code calculator.
• Where can I access information about payments initiated in Swedbank Internet Banking?
  Previously initiated payments can be viewed on the corporate customers’ internet banking section “Payments Archive”.
• Where will a payment initiated on Swedbank Internet Banking be confirmed (signed)?
  Payments are always confirmed (signed) on the side of the bank hosting the account from which the payment is executed. The confirmation interface depends on the selected confirmation method, but in any case the confirmation is officially done on the other bank’s side.
• How much does the payment initiation service cost?
  Payment initiation is free of charge at Swedbank, however, payments may incur costs at the bank from which the payment is executed, if so provided in the relevant price list of that bank.
• How quickly are payments initiated at Swedbank processed?

  It depends on the sending and beneficiary bank.

  • If both banks have joined the instant payment system, the money transfer is processed as an instant payment.
  • If an instant payment is not possible (e.g., instant payment limit exceeded or the payment limit at the sending bank exceeded, or due to technical issues), then the payment is processed as a domestic payment.
  • If one of the banks involved has not joined the instant payment system, then the payment is processed as a domestic payment.
  • If the sending and beneficiary accounts are both at the same bank, the payment will be processed as an intrabank payment.

• What documents are needed to open a current account?

  If the company is registered in Latvia:

  • The identity documents of the authorized signatory and all the beneficial owners of company
  • If the company is not subject to registration with the Register of Enterprises of the Republic of Latvia, then please submit the articles of association/bylaws and documentary proof of registration and the registered office

  If the company is not registered in the Republic of Latvia:

  Originals or their copies that are legally valid in the Republic of Latvia: In order for a document issued abroad to be usable in the Republic of Latvia, no additional confirmations or certifications are necessary if the document is issued:

  • In a European Union member state;
  • In a European Economic Area member state;
  • In the Swiss Confederation;
  • In foreign countries that have entered into bilateral treaties with the Republic of Latvia on legal assistance and legal relations in civil, family and criminal matters.

  If the documents are issued in other countries, they need to be certified. For further details, call 67444444.

  • Documentary proof of registration and the registered office, such as registration certificate issued by the respective country’s business registration authority or a certified copy of it which may not be older than 31 day (in case the documentary proof of registration needs to be additionally certified or legalized – not older than 60 days)
  • Articles of association/bylaws which lays down the procedure for how authorized signatories are granted powers
  • Documentary evidence of the powers of the authorized signatories. If the powers of the authorized signatories are certified by an extract or true copy issued by the respective country’s business registration authority, then such an extract must be issued not earlier than 31 day before entry into the business relationship
  • Documents certifying the customer’s shareholders and the beneficial owner

  Documents may be submitted in Latvian, Russian, and English languages. Documents in other languages must have a notarized translation in Latvian, English or Russian attached.

• What is the fee for account opening?

  All the applicable fees connected with account opening are available in the Price List.

• How to open a temporary account?

  Remotely:

  • The founder of the company must have the Swedbank Private Internet Banking user account and the eID card with activated eParaksts feature:
  • Fill out the application on the Internet Banking site
  • The company formation agreement or resolution must be signed with the eSignature and e-mailed in EDOC format to uznemumi@swedbank.lv
  • The account number will be sent in a bank message within one business day
  • The equity capital can be deposited via Internet Banking

  At branch: In this case, you’ll need to submit the following documents:

  • Formation agreement/resolution
  • Minutes/decision of the founder meeting on appointment/election of authorized representatives if the company to be founded is not represented by the founders stated in the formation agreement/resolution themselves
  • Identity documents of the representatives of the company to be founded
• How much time does it take to open an account at a branch or via Internet Banking?

  Unless account opening requires an in-depth investigation, the process takes up to an hour. The bank may require additional documents in the course of evaluation. In such an event, account opening may take longer. The bank employee will let you know personally about the expected timeframe.

  In order to book a time most convenient to you for account opening at a branch, we recommend applying beforehand via Internet Banking here.

  In case of the first account, only applying is possible remotely. Agreement signing always takes place at the branch.

  An additional account can be opened via Internet Banking by the company’s authorized signatory who has their right to represent the company singly indicated in the Register of Enterprises and who is a resident of the Republic of Latvia. Cases when an additional account CANNOT be opened for companies via Internet Banking:

  • the company is a non-resident
  • the company’s representative is a non-resident
  • at least one of the company’s accounts is blocked
  • the company has negative account balance
  • the company is subject to restrictions and some products are not permitted
  • the company has indications of being a US taxpayer.

• How to close the company’s account(s)?

  An account can be closed both at a branch and remotely.

  At branch:
  The authorized signatory must fill out the application for account closure.

  Remotely:
  The order to close the account and all the connected services may be submitted remotely by the company’s authorized signatory who is indicated in the Register of Enterprises of the Republic of Latvia and has the right to represent the company individually, by calling the Consultations Centre, sending a message via Internet Banking, making an electronic application in free form, or filling out the application for account closure signed with the eID card and e-mailed to uznemumi@swedbank.lv.
  If the account balance is positive, the funds can be transferred to other account. To do so, send an application signed with the eID to uznemumi@swedbank.lv.
  In all cases, the services agreements must be terminated and the account balance must be zero at the time of closing the account.

• How much does it cost to close an account?
  Closure of an account is free of charge.

• How to authorize somebody else to operate the account?
  You can execute the form “Specimen Signature – Power of Attorney” for the person at any Swedbank branch. Alternatively, a person may be authorized to operate the company’s account by adding them as a user with specific rights in the Remote Banking Services Agreement. Information about user management is provided here.
• What to do in case of change in authorized signatories of the company?
  The company’s authorized signatory may cancel signatory powers by calling the Consultation Centre, by sending a message to the bank via Internet Banking, or at any branch. For companies which are registered outside the Republic of Latvia, which are not subject to registration with the Latvian Register of Enterprises, as well as if the signatory powers need to be formalized for a person who is not an authorized signatory according to the Latvian Register of Enterprises, then the signatory powers may be set up at branches only.
• Who may operate the account?
  The account may be operated by a person who has the right to represent the company individually or together with other representative(s) of the company according to information available in the business register of the company’s country of registration, in the form “Specimen Signature – Power of Attorney” (if such has been executed at a branch), or according to a notarized power of attorney.
• What to do in case of change in owners of the company?
  If the company’s ownership has changed, then the company’s Customer Questionnaire must be updated. The authorized signatories can do it here or any Swedbank branch.

The questionnaire can be filled out and submitted in your preferred way either:

• by logging in to Business Internet Banking, or
• by visiting any Swedbank branch by prior appointment. Make sure to bring with you a valid identity document (such as ID card or passport).

• Where can I order the debit card?
  • The most convenient option is to do it via Business Internet Banking.
  • By contacting the bank by phone on 67 444444.
  • At your nearest branch.

  Via Business Internet Banking:

  • The application can be filled out by any Business Internet Banking user of the company.
  • The application must then be confirmed and the Card Agreement must be signed within 7 days by a user who, according to the Register of Enterprises, is entitled to represent the company singly and is logged in to Internet Banking with the Smart-ID or eID.
  • If the Card Agreement is not signed, the application is deleted and production of the card is not started.

  By contacting the bank:

  By a person who, according to the Register of Enterprises, is entitled to represent the company singly.

  At branch:

  The card can be ordered by the company’s authorized signatory (one or several) who is entitled to represent the company according to information at the disposal of the bank or according to the Register of Enterprises.

• Where can I apply for the credit card?
  • The most convenient option is to do it via Business Internet Banking.
  • At any Swedbank branch.

  Via Business Internet Banking:

  • The application can be filled out and confirmed by any Business Internet Banking user who, according to the Register of Enterprises, is entitled to represent the company singly.
  • After receiving your application, a bank employee will contact you in 1 business days' time to arrange the next steps.

  Branches

  The card can be applied for by the company’s authorized signatory (one or several) who is entitled to represent the company according to information at the disposal of the bank or according to the Register of Enterprises.

• How and who can get a card?

  In case of a positive financing decision card will be produced and delivered within 4 - 8 business days:

  • By post to the company’s contact address provided to the bank anywhere in the world. For security reasons, cards are sent by post inactive.

    The Card Agreement may be signed and card may be activated in Internet Banking by a person who is authorized to represent the company singly according to the Register of Enterprises and who has logged in to Internet Banking with the Smart-ID or eID.

  • At any Swedbank branch all across Latvia.

    Card can be collected by authorized signatory who, according to data at the bank’s disposal or Register of Enterprises, is authorized to represent the company.

    If the Card Agreement is already signed by the company’s authorized signatory, then the card can be collected by the cardholder.

• How to change the way the card is received?

  The most convenient way is to do so in the Our company cards section of the Business Internet Banking site by clicking “Agreement” .

  • Card delivery method can be changed by users with full-access rights in Business Internet Banking.
  • Card delivery method can be changed no later than 60 days (for debit cards) or 35 days (for Credit cards) before the card's expiration date.

• Who can activate the debit or credit card and how?

  In the Our company cards section of the Business Internet Banking site:

  It is possible to activate cards received by post:

  • If the Card Agreement is already signed, the card may be activated by a user with full or transaction access rights.
  • If the Card Agreement is not signed, the card can be activated only together with signing the agreement.
  • The Card Agreement may be signed by a person who, according to the Register of Enterprises, is entitled to represent the company singly and is logged in to Business Internet Banking with the Smart-ID or eID.
  • Before activation, please make sure that the cardholder and company details shown on the card are correct.

  Attention! The card must be activated within 30 days of it being delivered by post. Cards not activated on time will be irreversibly closed due to security reasons.

• How to find out the PIN of a new card?
  In case of a new card, the PIN is issued in a separate envelope when you receive the card by post or collect it at branch.
• I’ve forgotten the card’s PIN
  If you can’t remember the PIN, you can view it in the Swedbank app. The PIN can be viewed in the app only by the cardholder who has access to the account linked to card in the company’s Internet Banking user profile.
• What’s the PIN of a renewed card?
  Renewed cards keep their former PIN.
• How can I change the PIN?
  The card PIN can be replaced in Swedbank ATMs in Latvia by choosing the option “Other operations” → “PIN change”. The PIN can be changed free of charge for all cards issued by Swedbank.

• What are the card limits?

  The following limits and user rights apply for all cards:

  • On cash deposits and withdrawals.
  • On card purchases.
  • On paying bills in cash machines (only for debit cards).
  • On viewing account transactions and past payments.

  When a card is produced, it has the default limits but after the card is issued, also personalized limits may be set up. We encourage doing so via Business Internet Banking.

  Default limits for the Debit card are avaliable here, but for Credit cards - here.

• Who can view and modify the limits and how?
  The most convenient way of checking out the limits is doing so in the Our company cards section of the Business Internet Banking site by selecting the appropriate card next to the respective card. To change the card limits, the user must have full-access rights in Business Internet Banking or according to the Register of Enterprises, is entitled to represent the company singly.
• What card operations may be restricted via ATM?
  It is possible to restrict cardholder’s access to the balance of account linked to the card and last 5 performed transactions. To do it, you need to change the cardholder’s rights. The most convenient way is doing so in the Our company cards by selecting the appropriate card.

• Will my Mastercard card work abroad?
  Mastercard cards are accepted for payment in all retail outlets worldwide where the Mastercard logo is shown and the retailer accepts that type of cards.
• How is card currency exchanged from the card’s principal currency to other currency?

  At the moment of settlement, exchange to the necessary currency takes place automatically. The account must have sufficient balance in the card's principal currency.

  Settlements in foreign currencies are subject to currency exchange mark-up for the debit card and credit cards according to the Price List.

• Where can I find information about exchange rates?
  Information about current exchange rates is available on the websites of the international card organizations: Mastercard and Visa.
• Is there a possibility that my card might not be accepted?
  There are no restrictions on use of cards on the part of the bank, however every retailer is free to choose what type of cards to accept.
• How is the transaction amount reserved and debited?
  At the moment of transaction, the amount is reserved in the account to which the card is linked. The amount reserved is debited from the account when the bank receives complete information about the transaction from the merchant but no later than within 30 days after the transaction was performed.
• How is the amount for a credit card transaction reserved?
  • Purchases with the Business Credit Card have an interest free period of up to 30 days for using the credit limit - from the time of purchase until the 1st date of the following month.
  • Purchases with the Business Gold Credit Card have an interest free period of up to 40 days for using the credit limit - from the time of purchase until the 10st date of the following month.
  • During the interest-free period, the purchase amount is reserved and no interest accrues on the reserved amount for drawing on the credit limit.
  • In isolated cases, for purchases made during last days of the month and about which information has been received at the bank belatedly, the interest-free period and the amount reservation time be automatically extended to the 1st or 10th date (depending on the credit card type) of the month following the next month.

  Attention! The interest-free period is not in force for transfers and cash withdrawals from the credit card account and interest starts to accrue on the outstanding credit limit immediately after the transaction.

• How is the used credit repayable?
  • All used credit limit (for purchases, transfers and cash transactions) is automatically transferred from the credit card account until the 1st date (for Business Credit Card) or until the 10st date (for Business Gold Credit Card).
  • If the current account does not have enough funds for automatic repayment of the amount of the credit limit, partial repayment does not take place and the interest calculation also begins for the purchases for which the interest-free period has ended.
  • The Company may at any time repay the used credit limit itself, including the necessary funds on the credit card account, thereby terminating the interest calculation.

  Attention!

  • The credit limit used for purchases is always reserved until the end of the interest-free period, regardless of the company's funds in the credit limit account.
  • On the 1st or 10th date of each month (depending on the type of credit card), at the same time as the automatic repayment of the used credit limit, the card-linked current account is also charged:

  - Monthly fee for using a credit card

  - Interest on credit limit usage

• What’s the maximum amount that can be paid without entering PIN in Latvia?
  It is possible to pay up to 50 EUR without PIN entry.
• Is it possible to make contactless payments abroad?
  Yes, it's also possible abroad, however it should be noted that the applicable amount limits may vary from country to country.
• Is it possible to disable the contactless payment feature for a debit card?
  Yes, this is possible at any time on the Business Internet Banking site “Our company cards”. The changes take effect after making one payment with PIN entry.

• What’s ‘Internet shopping’?
  This means double protection of your online purchases with repeated authentication provided by Mastercard Identity Check and Visa Secure solutions. The logos Mastercard Identity Check and/or Visa Secure are featured in the online stores which have joined the programme. To find out more, see here!
• Where can I register the card for internet shopping?

  On the Internet Banking site under “Company cards” by clicking the button “Internet shopping”.

  Settings can be changed by user having at least transactions profile to the card account, or a company’s legal representative, who is authorized to represent the company singly according to the Register of Enterprises and has logged in to Internet Banking with the Smart-ID or eID.

  Registration is necessary for new cards only. If the card is renewed or replaced, the settings of the previous card are kept.

• How can I check whether the card is registered for internet shopping?
  The registration status is visible on the Business Internet Banking site in section “Company cards”. Active (orange) button next to the card means that the card is registered for internet shopping. Inactive (grey) button means that the card is not registered for internet shopping.
• Can the card be used for paying at all online retail outlets?

  Yes. The card be used for paying if the merchant accepts this type of cards and has not set any special restrictions. We strongly encourage to carefully read the customer service and product delivery terms & conditions on the retailer’s website.

  Even greater security requirements under EU directive take effect from Jaunary 2021. Card payments may fail at some online stores. In such cases information about other payment options can be provided to you only by the retailer.

• What could be the reason I can't pay online with a card?

  Even greater security requirements under EU directive take effect from Jaunary 2021. Card payments may fail at some online stores. In such cases information about other payment options can be provided to you only by the retailer.

  The most frequent reasons for refusing a purchase could be:

  • Internet shopping feature may be not enabled for the card.
  • The account lacks sufficient funds.
  • Card's purchase transaction limit is exceeded.
  • The card has expired.
  • Software settings of the device used, or web browser settings are not compatible with the retailer’s solution.
  • The device’s cache memory has not been cleared.
  • The retailer has set restrictions for transactions (e.g. cards of a specific type or cards issued in a specific country are not accepted). For detailed information, see the merchant’s website.
• What do to if a card purchase that I haven’t made shows up in the account statement?

  You need to fill out the bank message form “Company cards”.

  Important! It is necessary to block the card with which an unauthorized transaction was performed in the “Company cards” section of the Internet Banking or by calling 67 444 444.

• What amount can I withdraw from Swedbank ATM at a time?
  The ATM can dispense up to EUR 850 at a time. If you need a larger amount of money, re-insert the card in the ATM.
• How many banknotes can I insert in one transaction in a Swedbank cash-deposit machine?
  Up to 100 banknotes may be inserted in ATM at a time.

• Who can suspend a card and how?
  • On the Business Internet Banking site – users with full-access rights mode or according to the Register of Enterprises, is entitled to represent the company singly.
  • In the Swedbank mobile app for companies – a person who according to data of the Register of Enterprises is entitled to represent the company singly or is the cardholder themselves.
  • By contacting the bank by phone on 67 444 444 – a person who is entitled to represent the company singly or is the cardholder themselves.
  • By visiting the bank’s branch – the authorized signatory (one or several) who is entitled to represent the company according to information at the disposal of the bank or according to the Register of Enterprises, and the cardholder themselves.
• What to do in case the card is stolen?

  If a card is stolen, it must be closed immediately:

  • On the Business Internet Banking site by sending a message to the bank.
  • By contacting the bank by phone on 67 444444.
  • If it’s not possible to get in touch with the bank, then the card can be suspended by calling the card 24h international assistance line: Mastercard on +0800-96-4767, Visa on +8000-02288.
• Is it possible to re-activate a blocked card and within what timespan?

  The operation of a blocked card can be restored:

  • If the card has been blocked on the Business Internet Banking site, its operation can be restored within 10 days by a user having the full rights in the section “Company’s cards” selecting the appropriate card.
  • If the card has been blocked at a branch, its operation can be restored within 70 days by visiting a bank’s branch and producing the passport or ID card and also taking the blocked card with you.

  Attention! If the suspended card is not re-activated within this timespan, it will automatically be closed.

• In which cases can card internet purchases be declined?
  Since January 1, merchants are required to provide secure internet shopping. Otherwise, the transaction can be declined. The requirements apply to all European merchants and card issuers. The changes are aimed at making online shopping even more secure for customers - reducing the fraud risks, ensuring the confidentiality of the user data.
• What should I do if my purchase is declined?
  If a transaction has been declined because the merchant is not compliant with the PSD2 requirements, the bank can’t help the transaction to go through successfully in any way. In such a case, only the retailer itself can provide information to customers about other payment options if there are any. We urge to always make sure that the internet shop and the retailer are safe!
• To which countries do the PSD2 requirements apply?
  The PSD2 legislation applies to all countries within the European Economic Area.
• Will this requirement apply to online stores registered in the USA, China or UK?
  No, the PSD2 requirements are only binding for the merchants registered in the EU and EEA. However, bear in mind that many large stores and shopping platforms have subsidiaries registered in the EU.
• How can I check weather a transaction will be successful in the particular internet shop?

  One of the options is to look for the Secure Shopping logotype on the merchant’s website.

  

  However, keep in mind that a transaction can also be successful in situations when merchant’s website doesn’t have such a logotype. You can also check if the merchant provides other payment methods. We urge to always make sure that the internet shop and the retailer are safe!

• What exactly are those new requirements?
  The PSD2 directive expands the range of cases when internet (online) purchase must be strongly authenticated (using Smart-ID, biometrics or the PIN calculator) and at the same time sets exceptions when the strong authentication may be not applied.
• Are these changes applicable only for private cards or corporate ones too?
  They are applicable for all cards, both private and corporate.

• Does the travel insurance for credit card holders include cover for Covid-19?
  In case of medical assistance and travel or transport disruptions, Covid-19 is treated in the same way as other diseases not listed as exceptions in the Terms and Conditions of Travel Insurance.

• Payment-preparation mode
  The user can prepare orders for execution of payments. The user can view all payments prepared and no other functionality will be available.
• Information-only mode
  The user can, in addition to the functions available in the payment-preparation mode, access information on transactions in the account: see account balance, get account overviews and account statements.
• Transactions mode
  The user can, in addition to the functions available in the information-only mode, confirm payment and transfer orders (send a payment for execution) and can give orders for execution of selected operations.
• Full-access mode
  Allows using all the features in the Business Internet Banking facility – performing all the available online banking operations.

• Where can I see information about my Internet Banking limits, modes, users?
  The limits, users, modes and accounts are visible only in the user management section: if you have the single-person signatory powers and you have logged in to Internet Banking (Smart-ID, eID card) OR if you have at least the read-only level user management rights at branch. For more information, see here.
• How can I grant or disable access for another company employee to the company’s Internet Banking account?

  Access to Internet Banking can be enabled or disabled only in the user management section if you’re the company’s official with single-person signatory powers and have access to the administration mode in Internet Banking; for more information, see here.

• Why can’t I make payments in Internet Banking although I see information about the account?
  Most likely, you have only the payment-preparation or information-only Internet Banking usage mode available. For a summary of operations you can carry out with different Internet Banking user modes, see here.
• Why I don’t see information about my Internet Banking mode?

  You can't see information about your Internet Banking mode if you don’t have access to user right management.

  User administration rights are available in the following levels:

  • Read-only – the user can access information about the company’s Internet Banking limits, modes and users.
  • Preparation – the user can access information about the company’s Internet Banking limits, modes and users, plus prepare changes in them.
  • Contract-conclusion – in addition to the possibilities in the preparation mode, the user can make and confirm changes in Internet Banking limits, modes and users.

  User management rights are granted to the user in respect of all of the company’s existing and future accounts with the bank.

• What are the limitations in the Internet Banking for users who don’t have the right to represent the company singly (Lursoft) with the Internet Banking full-access mode?

  In such an event, the user does not have the right to sign agreements.

  For a summary of operations you can carry out with different Internet Banking user modes, see here.

• How raise/change the transfer limit for a user’s account?

  Use the User Management section and sign changes in the agreement with the qualified electronic signature – Smart-ID, ID card, Mobile-ID, or with Smart-ID Basic/ eParaksts Mobile if the agreement limits do not exceed 10,000 EUR.

• How to raise/change the agreement’s daily and monthly transfer limit?

  Make changes in the “User rights and limits” section of Internet Banking or request the changes on business days (9.00‒17.00) through the chat, Internet Banking message or phone on 67 444 444, or visit a branch with an appointment booked in advance.

• Where can I check my payment limits?
  The limits are visible only in the Internet Banking user management section if you have at least the read-only level user management rights; for further information, please see here.
• What is the default limit in Internet Banking?
  The default contractual limit set by the bank for corporate customers is 50,000 EUR.
• What is the maximum limit on transfers via Internet Banking?
  The daily and monthly limit that is set in your Remote Banking Services Agreement. You can see it here if you have at least the read-only level user management rights.

• How can I send documents to the bank via Internet Banking?
  Document can be sent to the bank using this section.
• How to sign agreements via Internet Banking?
  You can sign agreements via Internet Banking here.

• Why is this migration needed?
  • The Bank has developed an API to offer a more modern and accessible solution.
  • The existing solution is outdated and requires specific IT knowledge, so it was decided to discontinue it.
• What will happen if I don’t migrate to the SGW API from the previously developed integration?
  If the migration is not done by the deadline set by the Bank, the Swedbank Gateway service will no longer work for you as the old Swedbank Gateway integration tool will be terminated.
• Do I need to sign a new Swedbank Gateway agreement for migration to the SGW API?
  No, the Bank does not require any new agreement to be signed, the current one will be continued.
• What steps do I need to take to migrate to the new technical solution?
  1. Contact your IT developer responsible for Swedbank Gateway integration.
  2. Register your application in the Swedbank Developer portal (https://developer.swedbank.com/admin/app/home) to get a customer identification number (API Key) generated by the Developer Portal.
  3. Add the public key of your transport certificate in the Developer Portal and inform the Bank about it in order for the certificate to be activated.
  4. In the Developer Portal you will be able to add your developer as a user.
  5. Please read the technical documentation available in the Developer Portal or on the Swedbank Gateway info page at the Swedbank Internet Banking site.
  6. Develop the connection between your information system and the Swedbank Gateway API.
  7. Inform the Bank that you are ready to migrate to the API so that the Bank can take the necessary actions on the Bank’s side.
• If I’m using the Swedbank client application today, can I continue to use it?
  No, there is no separate client application for using the new API. You can choose a solution that works with your system (for example, Postman).
• What is the Swedbank Developer Portal?
  The Swedbank Developer Portal is an environment where all Swedbank’s APIs are available, including the Swedbank Gateway API.
• Why do I need to register the application in the Swedbank Developer Portal?
  The Developer Portal enables access to the Swedbank Gateway API and validates your certificates.
• Is it mandatory to register the certificate in the Developer Portal?
  Yes, otherwise the Swedbank Gateway service won’t work.
• What certificate should I register in the Developer Portal?
  The public key of your transport certificate used for the Swedbank Gateway connection.
• Is a test environment available?
  Yes, a test environment (SGW Sandbox API) is available in the Developer Portal.
• If I use different services, is there any specific order for the migration?
  No, but keep in mind that all push messages need to be migrated together. The push messages are: transaction notification, POS report, periodic statement and final payment response messages.
• I have migrated to the API and now I don’t receive notifications for transactions and/or periodic statements. What should I do?
  Inform the Bank that you have migrated to the API and push messages will be enabled in the API.
• What do I need to do if I would like to use a physical token for payment confirmation like the ID card.
  For signing with physical signature tokens (Smartcard/ID-card or USB token/Seal), the container needs to be created in your information system with separate ID software or signature container creation libraries. A possible solution can be found at https://www.id.ee/en/rubriik/for-developer/.

• Where can I see the payment card reports?

  The payment card reports are available here by selecting a specific period.

  Read more about the report types and options here.

• What to do if I haven’t received the payment card reports?

  Make sure that the day closure report has been sent from your POS terminal on the day for which the report is missing – has the money been received in the account and the report slip has been printed from the POS.

  If the day closure report has been sent but the payment card reports are missing on the Internet Banking site, please contact the bank.

  If the day closure report has not been sent, send the report manually following the steps in the user manual of the respective POS model (see the links provided here).

• What to do if we need a report on an earlier report?

  Write us an Internet Banking message or request by phone on 67 444 444). The fee for repeated preparation of the report is charged as per price list.

• How to switch POS from one company to another?

  Step 1

  Write us an Internet Banking message regarding closure of the POS terminal agreement, including information about the company to which the POS terminal will be transferred.

  If you use the mPOS, then the mPOS must be uninstalled from the smart device before terminating the agreement!

  Step 2

  Open the POS agreement for the new company via Internet Banking and please specify the company name and registration number of the existing POS terminal holder in the field “What else should we know?“.

  Step 3

  After signing the new agreement, you will be contacted by the supplier of the terminal who will also help perform the necessary steps for transferring the POS terminal if the POS is rented from the bank.

  If the POS is not rented from the bank, you need to contact the POS terminal supplier.

  If you’ll use the mPOS, make sure that the previous owner has uninstalled it from their smart device. Before starting to use the mPOS, it will need to be installed. Find the instructions here.

• What’s the procedure for returning the POS and terminating the agreement?

  Follow the instructions here.

• What to do if I can’t make transactions?
  Please get in touch with the POS provider’s technical support; the contact details are on the POS terminal.
• What to do if the POS terminal doesn’t work?
  Please get in touch with the POS provider’s technical support; the contact details are on the POS terminal.
• What to do in case of an incorrect amount entered and charged?

  If the mistake has been noticed on the day of the transaction, it can be corrected or cancelled. If the terminal is rented from Swedbank, correct the error by following the instructions provided here.

• What to do if we haven’t recieved money for transactions of the previous day?
  Possibly, you have not submitted the report on time. Sent the report manually by following the instructions provided in the user manual of the respective POS model (see the links provided here).
• What to do if money for a POS transaction is not recieved in the account?

  Write us an Internet Banking message and submit the transaction receipt copies for which money has not been received.

  If you have the mPOS, use the transaction receipts received in e-mail. The information may be sent as an attachment by e-mail to poshelp@swedbank.lv (the e-mail address from which you send information must be registered in your company’s Internet Banking user account).

• What to do if the amount charged in the POS terminal is smaller than the amount stated on the cash register receipt (resulting in a shortfall of funds)?

  Please send a description of the situation, cash register receipt and POS transaction receipt copies to the bank – by writing us an Internet Banking message or by e-mail to poshelp@swedbank.lv (the e-mail address from which you send information must be registered in your company’s Internet Banking user account).

  The fee for the service is charged as per price list.

  Please note that the possibility to recover the missing amount depends on the cardholder. If the cardholder does not agree to pay the difference in amounts or if it cannot be done, the fee will not be refunded.

• How to start using mPOS?
  To start using your mPOS, first it must be linked to a smart device (smartphone or tablet PC). To do so, follow the instructions supplied together with the mPOS. The instructions are also available here.
• What to do if the smart device (smartphone or tablet) linked to the mPOS is irreversibly damaged?

  Contact the mPOS technical support Hansab SIA by phone on +371 67 357 057 to arrange the time for manual uninstallation of the mPOS from the damaged smart device.

  The new device must be connected to mPOS like it was done before; Find the instructions here.

• If a Merchant uses a POS or mPOS terminal, is it permitted to not use the cash register?

  The use of cash registers is governed by the Cabinet Regulations and depends on your form of business, and not on having a POS terminal. Advice on the application of the regulations can be provided by the State Revenue Service (VID).

• How can I enable notification by SMS or e-mail on transactions in an account?
  You can enable notification by SMS or e-mail on transactions in your account(s) on the Internet Banking site under “Quick notifications” by clicking the button “Add notification".
• How can I change the account from which the SMS (quick notifications) fee is debited?
  The account can be changed by amending the Remote Banking Services Agreement at any branch.
• Can the fee be debited from the account in which the transaction took place and the SMS was received?
  No, the fee is always debited only from the specified fees account.
• What type of SMS/e-mail notifications on transactions in account(s) are possible?

  You can have the following quick notifications:

  • On incoming/outgoing transactions
  • On account balance
  • On payments
  • On account balance (upon request)

  The quick notifications can also be used for topping up Zelta Zivtiņa, Amigo, LMT Karte, Bite pre-paid mobile phones.

• How can I change the time for delivery of SMS/e-mail notifications on transactions?
  1. Log in to your Internet Banking.
  2. In the “Quick notifications” section on the Internet Banking site, click the link “Change the quick notification delivery time”.
  3. Change the delivery times
• What to do if I no longer want to receive SMS/e-mail messages on transactions in accounts?

  To disable delivery of quick notifications:

  • Log in to your Internet Banking.
  • Disable the specific notifications by clicking on “X” in the “Quick notifications” section on the Internet Banking site.
• How much does it cost to receive SMS/e-mail messages on transactions in accounts?
  Please see the price list for the cost of quick notifications.

• How to apply for automated payment of e-invoices?
  Click the "Order new e-invoice" button and, in the list, find the name of the company for which you wish to enable automated payment of e-invoices. When filling out the application, make sure you have the automated payment checkbox ticked. Setting up the agreement is free of charge. The automated payments are subject to the current price list of payments.
• What are the possibilities to choose the invoice payment date?

  When setting up e-invoice automated payment, you can choose the payment day to be:

  • The due date (the payment deadline specified by the service provider in the e-invoice).
  • Two days after receiving the e-invoice. That way the e-invoice will be paid in timely manner without waiting for the deadline.
  • Two days before the due date. If the payee’s account is with other bank, you can be sure that the amount will be transferred to the payee until the due date and the payment will not be overdue.

  You can modify the terms of payment by selecting the respective e-invoice automated payment agreement.

• Will my e-invoice be paid automatically if my account lacks funds in EUR but has funds in other currencies?
  The e-invoice will not be paid if there is no positive balance of EUR currency in the account on the due date. The account must contain funds in EUR currency. If you have funds in other currency in your account, exchange the required amount of funds into EUR via Internet Banking before the date due for payment.
• What will happen to automated payment if the account lacks funds on the due date?
  When the account balance is not sufficient for paying the e-invoice on the due date, the system will automatically check availability of funds for 6 more days. If, on the seventh day, the account does not have sufficient funds to pay the e-invoice in full, the invoice may be paid in part if you have permitted partial payment in your e-invoice automated payment agreement.

• What should one know about monthly limits?

  At the time of setting up the agreement, you can specify a monthly limit of your choice which may not be exceeded in the automated payment of e-invoices. If the amount of the invoice exceeds the set limit, the payment of the invoice depends on whether you’ve permitted partial payment. If partial payment is permitted, then an amount which is equivalent to at least half of the invoice amount and does not exceed the set limit will be transferred to the payee. If partial payment is not permitted or if it's possible to transfer only an amount which is less than half of the full invoice amount, then no payment will be made. Please verify that the monthly limit is high enough and that there are enough funds in your account for paying invoices as they fall due.

  The payment arrangements may differ from case to case, therefore, when setting the monthly limit, allow for the fact that more than one invoice may be sent in within a month and that the cost of service may be subject to change (for example, the first month’s invoice may include down payment). In such an event, the amount debited from your account will be larger than usual.

• Which e-invoice operations are available depending on the Business Internet Banking use mode?
  

• Which platforms can be used for integration?
  The most popular platform plugins are WooCommerce, OpenCart, Magento2 and PrestaShop. Integration through e-commerce cloud platforms is possible for Mozello and Voog.
• Why did the customer's card payment fail?
  The particular payment and its status can be checked on the EveryPay portal.
• How to terminate the agreement?
  The agreement can be concluded by an authorised signatory by sending the bank an Internet Banking message or via chat here. Important! Under the terms of the agreement, the closure of the agreement does not release the merchant from its responsibility to continue to provide, upon request, the bank with the necessary documentation, receipts, explanations and other information that may serve as proof of purchase no later than within 3 (three) working days from the date of receipt of such a request.
• Why are the fees split into several payments and not combined into one?
  The fees are calculated and reflected according to the cost items specified in the agreement.
• How to refund transactions?
  Card transactions can be refunded via the customer portal. Payment initiation is done by manually making a payment to the buyer's account.
• Where to find the VAT invoice?
  The VAT invoices are available here.
• How to set up the digital wallets (Apple Pay; Google Pay)?
  Follow the guide here.
• How to set up the LinkPay payment link?
  Sign the e-commerce agreement with this functionality and create links in the EveryPay customer portal by following the instructions here.

• How to notify to partial/full early repayment? How much does it cost?
  To make a partial/full early repayment of a loan, please send us a message via Internet Banking. For the price of the service, please see your agreement or the price list.
• How can I request a change in the terms of agreement?
  You can request amendments by writing us a message via Internet Banking.
• How can I request “loan holidays”?
  You can request this by writing us a message via Internet Banking.

• How can I notify of a delay in loan repayments?
  You can notify us by writing us a message via Internet Banking.
• How can I notify of a delay in submitting the balance sheet?
  You can notify of this by writing us a message via Internet Banking.

• How can I request authorization to travel out of the country?

  The authorization may be requested:

  • by filling out the application form via Internet Banking here;
  • by sending a message to the bank via Internet Banking;
  • by filling out an application in the branch.

  The fee for authorization to exit Latvia will be charged according to the price list.

• How to conclude the International Insurance Contract or the Green Card?
  If you need the Green Card, or have any questions concerning insurance, please call Swedbank Insurance specialists on 67 444 449 or enquire at any Swedbank branch all over Latvia.
• Why was the authorization not issued for the requested time period (reason – CASCO period)?

  The authorization to travel out of the country is issued for a period equivalent to the CASCO insurance policy.

  If you’ve opted for Swedbank CASCO insurance included in the lease payment (agreement signed with leasing), then the authorization is issued for the entire period of leasing.

• Will my MTPL policy continue in force also after the end of the lease agreement?
  Yes. The MTPL policy (for the agreed period) will remain in force also if the lease agreement ends.
• Will my CASCO policy continue in force also after the end of the lease agreement?

  In case of agreement on insurance as part of the lease agreement (CASCO payments are included in the lease payment), the agreement on insurance will end on the date when the lessee repays the entire loan amount.

  If a one-year CASCO policy has been purchased (CASCO payments are not included in the lease payment), then the policy will remain in force also after the lease agreement ends when the vehicle holder becomes the vehicle owner.

• Where to find CASCO, MTPL invoices?

  You can find CASCO, MTPL invoices here.

  Payments, accounts -> E-invoices -> Received e-invoices. The invoices are available in HTML and PDF format.

• How to terminate the policy?

  Log in to the Internet Banking. Select the contract you wish to terminate on the Internet Banking site under:

  • CASCO insurance
  • MTPL insurance

  Insurance, pensions -> product type -> choose "Terminate contract” / “Apply for refund of unused insurance premium" for MTPL or "Change contract" for CASCO.

• How and where to submit an insurance claim?

  If you need technical assistance on the road, call 67 444 449 (24/7). Technical assistance is available only for passenger cars.

  In case of other unexpected events, fill out the insurance claim form on the Internet Banking site as soon as possible. Go to “Insurance, pensions" -> “Insurance” -> choose relevant product -> fill out Application for Indemnity

• How can I request the final invoice to be issued in my name/third party’s name?

  The final invoice may be requested in own name:

  • by sending a message to the bank via Internet Banking;
  • by filling out an application at a branch.

  The final invoice in other person’s name may be requested by filling out an application at a branch.

• I’ve already paid the final invoice. How will I be able to re-register the car?
  After paying the final invoice, you’ll be able to re-register the car in your own name within approximately 2 business days. We’ll send you an SMS when you can go to Road Traffic Safety Directorate (CSDD) and perform the registration.

• How to notify of partial/full early repayment and how much does it cost?

  To notify of early repayment in part or in full:

  • send a message to the bank via Internet Banking;
  • fill out an application at a branch.

  The fee for partial/full early discharge of obligations is charged according to the price list.

• Why does the Internet Banking show the invoice as unpaid although I’ve already paid it manually?

  During the whole leasing agreement, you will receive monthly e-invoices to your Internet banking site.

  Please consider that the e-invoice is not automatically linked to the payments you create yourself.

  If you create the leasing payment yourself (not using the e-invoice functionality), cancel the automatic payment for the received e-invoice and archive it.

  For your convenience, we recommend using the options offered for e-invoices: to activate automatic payment.

• Why was I charged again for leasing the e-invoice if I had already paid it manually?

  Most likely, you have automatic payment of e-invoices enabled.

  If you create the leasing payment yourself (not using the e-invoice functionality), cancel the automatic payment for the received e-invoice and archive it.

  During the whole leasing agreement, you will receive monthly e-invoices to your Internet banking site. Please consider that the e-invoice is not automatically linked to the payments you create yourself.

  For your convenience, we recommend using the options offered for e-invoices: to activate automatic payment.