Frequently asked questions

• How do I activate my new or renewed card?

  New card

  It can be activated in two ways:

  • Internet Banking – go to “Cards” > “My cards” > “Activate”.

  Important! The card’s PIN will be shown on the Internet Banking site upon activation. Remember the PIN as it will not be shown again.

  • Mobile app – go to “Cards” > “Activate card”.

  You can view your PIN in the mobile app at any time.

  Renewed card

  If the card has been renewed and has the same PIN as the previous card, it can be activated in four ways:

  • At a retail outlet – insert your card into the reader and enter your PIN when paying for purchases.
  • In ATMs – insert your card into an ATM and perform one of the usual operations (e.g. view your account statement, withdraw cash).
  • Internet Banking – go to “Cards” > “My cards” > “Activate”.
  • Mobile app – go to “Cards” > “Activate card”.
• Can I get my renewed card by post and how?

  Change the delivery method in “My cards” section of the Internet Banking site, click on “Change card delivery”.

• Why can’t I activate the card I’ve received by post via Internet Banking?
  • If not activated via Internet Banking, new cards are automatically closed after 60 days.
  • Renewed cards are closed automatically upon lapse of 30 days after expiration of the old card if not activated via Internet Banking.
• What documents are necessary for collecting my card at branch?

  An identity document – passport or ID card.

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

  To collect a new or renewed debit card in your child’s name, you’ll need to present your identity document (passport or ID card) and proof of custody (the child’s birth certificate or passport with record of the child’s data).

  If the child has a passport or ID card, then it also needs to be presented if you’re collecting the card together with the child.

  To collect the ISIC scholar card, also the schoolchild certificate or a letter from educational institution will need be to be presented in addition to the above.

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

  Yes, a card may be issued to other person if you’ve taken out one of the following for that person:

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

  or

  • a notarized power of attorney

• How to block a payment card?

  A card can be blocked for up to 10 days:

  • via the Swedbank mobile app, under “Cards” by switching the setting from “Active” to “Blocked”
  • on the Internet Banking site in section “Cards” > “My cards” by clicking on “Block the card”
  • by calling the bank on 67 444444.

  You can unblock the card within 10 days from blocking the card. If you don't unblock the card, it will automatically be closed after 10 days.

  If you current card is blocked because it has been lost or is not working, you can replace the card via the internet banking site ("Cards" > "My cards") or in the mobile app ("Cards") by choosing "Replace card".

• How can I activate a blocked card?

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

  • in the Swedbank mobile app, under “Cards” by switching the setting from “Blocked” to “Active”
  • on the Internet Banking site in “My cards” section by clicking on “Activate the card”

• How can I order a new card?

  Order a new card (if you currently don’t have a Swedbank card or you wish to order an additional card) in Internet Banking under “Cards”. Then choose “Debit cards” or “Credit cards” according to your needs.

  If you already have an active or inactive Swedbank card which needs to be replaced due to being lost, because you’ve forgotten your PIN code or for another reason, you can order a replacement in Internet Banking under “Cards”>“ My cards”>“Replace card”.

  In the replacement process, the new debit card will be produced with a new expiry date and a new PIN. A credit card will be renewed for the existing period but with a new PIN.

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

  No, the card will be renewed automatically two months before expiry date of your existing card. A new card will be made for you and delivered to the branch/by post to the address that you indicated as the location for receiving the card.

  In cases when the credit card is not renewed, we notify the customer 2 months before the credit card expiry date by an Internet Banking message, text message or postal letter.

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

  If your current card has been lost or is not working, you can apply for a card replacement before the expiry date of your current card. You can do it in our app under “Cards” by choosing “Replace card” or in the internet banking site under “Cards" > “My cards” > “Replace card”. When you activate the replacement card, your old card will automatically be closed.

  If card replacement function is not available, you will need to order a new debit card or apply for a new credit card.

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

  On the Internet Banking site in “My cards” section, click the “Change limits” button and select “No” next to the card renewal option and click “Forward” to confirm changes in the Card Agreement with the Smart-ID or PIN calculator.

  If you do not want to renew your credit card, contact bank.

• What is the expiry date of my card?

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

• What to do if I’ve made a mistake in ordering a card or have ordered it twice via Internet Banking?

  If you’ve ordered another card while the current one is still valid, you have two options:

  • when you receive the card, activate it and your current card will be closed automatically.
  • when you receive the card, do not activate it and it will be closed automatically after 60 days.
• Is it possible to order a card for delivery abroad?

  Yes. The card will be delivered within approximately 3 weeks to your specified address outside Latvia using international postal services.

• How to order a card for another person for my account?

  To order a card for another person to be used with your account, visit a branch together with the person who will be using the card. Book a visit first. Bring both of your passports and/or ID cards.

• Where can I see my cards payment limits?

  For limits on card transactions, go to:

  • “Cards” section of the mobile app;
  • "My cards" section on the Internet Banking site by clicking on “Change limits”.
• How to change card limits via Internet Banking and what to do if the card purchase limit is exceeded?

  Limits on card payments in retail outlets can be raised:

  • In "Cards" section of the mobile app;
  • On the Internet Banking site in "My cards" section by clicking on "Change limits".
• What to do if the card’s payment limit has been exceeded?

  Limits on card payments in retail outlets can be raised:

  • In "Cards" section of the mobile app;
  • On the Internet Banking site in "My cards" section by clicking on "Change limits".

  Limits on online payments and purchases can be raised:

  • On the Internet Banking site by sending a message to the specialists of the bank where you need to specify the account number and the reason for increasing the limit.
  • By phone on 67 444 444.
• What are the monthly limits on cash transactions with cards?

  The monthly limit on cash deposits with cards held by private individuals is 5000 EUR and on cash withdrawals - 7500 EUR for all cards linked to the customer’s accounts in the aggregate.

• How to request an increase in the monthly limit on cash withdrawal from ATMs?

  A solution has been created for cases when larger cash withdrawals are necessary - raising the ATM cash transaction limit until the end of the current month. The withdrawal limit can be raised to up to 15,000 EUR by phoning the bank or in person at branches.

• What’s the procedure for cash withdrawals at branches?

  Cash withdrawals of 6000 EUR or more at a branch must be ordered two working days in advance by 13:00 hrs.

  • Withdrawals of up to 15,000 EUR are possible at any branch.
  • Withdrawals of more than 15,000 EUR are only possible at the regional financial hubs - Ķīpsala, Liepāja, Valmiera and Daugavpils.

• Where can I enable online purchases for my card?

  This can be done in the "My cards" section of the internet bank, by clicking on the "button" next to the "Internet shopping" indication next to the card. The option to pay online must be connected to each card separately.

• How to shop online with the card?

  Detailed step-by-step guidance is available in the “Internet shopping” section of the Internet Banking site.

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

  Online purchases may be confirmed with the Smart-ID, PIN calculator or eID card if the Internet shop has joined the secure shopping system Mastercard Identity Check and/or Visa Secure.

• Where can I find the Security Code/CVC2 code?

  The Security Code/CVC2 code is shown on the back side of the card:

  

• I’ve forgotten my card’s PIN

  You can check your card’s PIN code in the Swedbank app.

• How to change the PIN?

  The card’s PIN can be changed in your nearest Swedbank ATM by choosing the option “Change PIN > ATM locations”.

• What is the PIN of my renewed card?

  The renewed card will have the same PIN as that of your old 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 much will I be charged for withdrawing money in an ATM abroad and what is the commission?

  Up-to-date information on payments and commissions is available in the bank's price list:

  • Debit cards
  • Credit cards
• How will currency exchange take place in case of shopping by card/withdrawing money in ATM abroad?

  At the moment of payment, exchange (conversion) to the respective currency will take place automatically at the applicable exchange rate of that day.

• Can I book a car abroad with a Mastercard?

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

• What do to if a card purchase that I haven’t made shows up in the account statement?

  Fill in the form in the “Bank Messages” section with the topic “Claim regarding unauthorized card transaction (not performed by me). Fill in the required fields and send the message.

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

  For information: the card with which the unauthorized transaction was performed needs to be closed.

• What to do if the account has been debited for an incorrect purchase amount?

  Fill in the form in the “Bank Messages” section, specifying the “Claim regarding unauthorized card transaction (not performed by me)” topic, select the reason for the claim “Transaction amount is incorrect”. Fill in the required fields and send the message.

  For information: a transaction supporting document with a correct amount must be submitted to the bank.

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

  Fill in the form in the “Bank Messages” section, specifying the “Claim regarding unauthorized card transaction (not performed by me)” topic, select the reason for the claim “Transaction amount reserved/debited more than once”. Fill in the required fields and send the message.

  For information: a transaction supporting document with a correct amount must be submitted to the bank.

• What to do if the purchase has been paid for in cash or otherwise?

  Fill in the form in the “Bank Messages” section, specifying the “Claim regarding unauthorized card transaction (not performed by me)” topic, select the reason for the claim “Paid for in cash or otherwise”. Fill in the required fields and send the message.

  For information: a cash payment receipt must be provided to the Bank.

• What to do if the product / service I’ve paid for by card has not been delivered?

  Fill in the form in the “Bank Messages” section, specifying the “Claim regarding unauthorized card transaction (not performed by me)” topic, select the reason for the claim “Product / service not received”. Fill in the required fields and send the message.

  For information: correspondence with the service provider / merchant must be provided to the Bank.

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

  The ATM can dispense up to 850 EUR at a time. If you need more than 850 EUR, insert the card in the ATM again and make another withdrawal. The monthly limit on cash withdrawals for private individuals is 7500 EUR for all cards linked to the customer’s accounts in the aggregate. The limit does not apply to companies.

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

  Depending on the ATM type, up to 30, 50 or 100 banknotes can be deposited at a time. Please see up-to-date information on the cash machine.

• Can I withdraw money from my account if the account is blocked (for debt collection)?
  Yes. It is possible to withdraw money from such an account if the law enforcement officer (bailiff) has permitted cash withdrawals from the account. Cash withdrawals are available at Swedbank ATMs only. Card purchases and transfers from such an account are not permitted.
• What to do if the requested amount of money has not been received in ATM?

  You need to send us a message via Internet Banking.

  1. Log in to Internet Banking.
  2. Click on the message symbol at the top of the page.
  3. Select “Write new message”.
  4. Choose the topic “Claim regarding other type of card transaction”.
  5. Choose the claim reason “Money not received”.
  6. Fill out the required fields and send the message.
• What to do if only part of the requested amount of money has been received in ATM?

  You need to send us a message via Internet Banking.

  1. Log in to Internet Banking.
  2. Click on the message symbol at the top of the page.
  3. Select “Write new message”.
  4. Choose the topic “Claim regarding other type of card transaction”.
  5. Choose the claim reason “Partial amount received”.
  6. Fill out the required fields and send the message.
• What to do if ATM cash deposit has been unsuccessful?

  You need to send us a message via Internet Banking.

  1. Log in to Internet Banking.
  2. Click on the message symbol at the top of the page.
  3. Select “Write new message”.
  4. Choose the topic “Claim regarding other type of card transaction”.
  5. Choose the claim reason “Unsuccessful cash deposit”.
  6. Fill out the required fields and send the message.
• When is the amount debited from the account for ATM transactions?

  • In Swedbank’s ATMs:

    • In case of transactions with a debit card issued by Swedbank or a contactless transaction with a physical card, the transaction is debited immediately.
    • In case of contactless transactions with Google Pay, Apple Pay, Garmin Pay or other e-wallets, the transaction is debited within 1–2 business days.

  • In ATMs of other banks:

    • If cash is withdrawn in the ATMs of other banks with a physical card or e-wallet, the amount of that transaction is debited from the account within 2 business days.

• 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.

• Why was interest charged if the entire outstanding amount was repaid on time?

  In case of a credit card, interest is not charged for purchases made with the credit card during the previous month.

  The interest-free period is not in force and interest is charged for the following transactions:

  • Transfers from the credit card account
  • Cash withdrawal from the credit card account

  For example, if the date due for payment of interest is the 15th date and you withdraw cash on the 7th date, interest will be payable for 8 days and charged on the 15th date.

• Does a fee apply for ATM cash withdrawals?

  Yes. Withdrawal of cash with a credit card is subject to a fee according to the current price list, see “Accounts, payments” > “Cash operations”.

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

  No fee is charged for credit card purchases in Latvia or abroad.

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

  Fees for transfers from the credit card account are identical to those for transfers from the current account. For example, transfers between one’s own accounts or other accounts within Swedbank are free of charge.

• How can I change the account from which credit card payments are made?

  You can make the changes on the Internet Banking site under “Cards” > “My cards” by selecting the credit card and clicking on the “Card agreement and changes”.

• How can I change the credit card limits on purchases and cash withdrawals?

  You can make the changes on the Internet Banking site under “Cards” > “My cards” by selecting the credit card and clicking on the “Change usage limits”.

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

  The credit card limit may be raised in the Internet Banking site’s section “Cards –> My Cards” by clicking the button “Raise credit limit”.

  The credit limit may be decreased in the Internet Banking site’s section “Cards” –> “My Cards” –> “Change usage limits”.

• I have a credit card but I’d like to replace it with another one. What should I do?

  Fill out the application for replacement of the card on the Internet Banking site, choosing the desired credit card under “Cards” > “Credit cards”.

• I would like to cancel/close my credit card. What should I do?

  If you wish to close your credit card (i.e., cancel the card and credit), please send us a message via Internet Banking:

  

• What do I need to do in order for the travel insurance included with the credit card to be valid?
  The insurance will be in force if you have an active Gold or Platinum credit card agreement during the travel.
• Where can I see the travel insurance covers available to me?
  In the credit card terms and conditions which depend on the credit card you have which you can check by selecting the card type description.
• Which family members travelling together with me are also covered by the insurance?
  The travel insurance is valid for family members travelling together with you: the spouse or life partner sharing the same household, your children and grandchildren up to and including 17 years of age (or up to and including 21 years of age the child is a full-time student).
• How long is the credit card’s travel insurance valid?
  The travel insurance is valid for 3 months. The number of travels as well as the total number of days of all trips is not limited.
• Does credit card travel insurance include Covid-19 insurance?
  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.

• When does purchase insurance apply?
  Purchase insurance applies from the day of purchase and is valid for 180 days. The purchase must be made with a credit card or by payment order from the credit limit account.
• How long is purchase insurance valid?
  Purchase insurance is valid for 180 days.
• Where can I check the purchase insurance covers?
  Purchase insurance comes with all types of Swedbank credit cards. You can check the terms and conditions of purchase insurance and the covers in on the Internet Banking site by selecting the card type description.
• What purchases are covered by purchase insurance?
  Purchase insurance is valid for the majority of items purchased for personal or family needs, including clothes, footwear, furniture, toys and household goods. Further information about validity of insurance covers is available in the insurance terms and conditions published on the Internet Banking site.

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

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

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

  Domestic payments (in EUR currency between Latvian banks) are accepted by Swedbank until 20:00 hours. If a payment from another bank is remitted after this time, then it will be executed in the morning of the following working day.

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

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

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

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

  This could be due to a couple of reasons:

  • The account lacks funds for executing the payment or paying the fee, if applicable.
  • The payment is made with a future date (in such an event the payment status will be “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 67 444 444.

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

  If the legal name or given name/surname of the beneficiary don’t match the account number (IBAN), then payment to a Swedbank account will not be executed. In case of payment to another bank in 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 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”.
• How long will the bank wait for sufficient funds in the account to execute a payment?

  For regular payments, the waiting time is 10 calendar days. Express payments are cancelled immediately if the account lacks funds.

• How much and what may I write under the purpose of the payment?

  A maximum of 140 characters of explanatory information about the payment may be entered in the “Purpose of the payment” field. For example, you can specify the invoice number and date or give other additional details about the payment under the purpose of payment. This information is sent to the beneficiary together with the payment.

• What is the ‘payer's reference’?

  This is an identifier assigned by the payer – the payment registration number assigned to an executed domestic EUR payment. Rarely used in Latvia.

• What is the ‘beneficiary's reference’?

  The reference number is assigned by the beneficiary. Upon receiving the payment, the beneficiary is automatically notified in their accounting system that the invoice has been paid.

  

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

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

  Payments to accounts with European banks are reserved on the same day as when executed and are delivered to the beneficiary bank or intermediary bank on the following day. International payments are executed depending on the payment type (for further details, see the price list).

• 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 payment currency.
  3. Confirm payment.

  If the account lacks funds in payment currency and/or funds for payment fee in EUR at the end of the payment execution day, then the payment will not be executed. Visit “Currency Exchange” to convert.

• Why is the amount I’ve received smaller than that indicated as the payment amount by the payer?

  Normally, this happens if the payer selects “Shared” or “Beneficiary” as the fee type when making the payment. In such an event, a part of the fee or the entire fee (if any) for the payment is withheld from the payment amount.

• Why was my payment returned?

  If a payment made via Internet Banking is cancelled, most often the reason is that the payment cannot be executed due to lack of details. The mandatory payment fields are marked with asterisk. If the payment is returned by the beneficiary bank or correspondent bank, the reason of the refusal is provided in the detailed information about the payment.

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

  In the payment history section, check:

  • whether your payment shows up there;
  • whether the beneficiary’s details are indicated correctly;
  • what is the payment status.

  If the payment status is “Done”, but the beneficiary details are incorrect, see answers to the following questions:

  • What to do if an incorrect beneficiary is specified for a payment?
  • How can I cancel an executed payment?

  In case of other payment status, see answers to the following questions:

  • What is the cut-off time for execution of payments?
  • Why is the payment not going through even though I’ve confirmed it?

  If the payment is not in the payment history section, see answers to the following questions:

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

  If the payment is in the payment history section and the status is “Done”, click on the “Payment details”, download the PDF payment file and, if necessary, send it to the recipient as proof that the payment has went through.

  If the payment is still not received after re-examination, please contact the bank and, if necessary, request investigation of the payment.

• Why was a payment in a different currency nevertheless executed in the euro currency?

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

• Where can I find my payment?

  If you don’t find your payment in the payment history section or in the account statement after you’ve executed it and also your account balance has not decreased, then most likely the payment has not gone through.

  We recommend checking the “List of payments” for your payment which may have been made with a future date in error – the status of such payments is “Awaiting execution date”.

• Are all characters permitted in the payment form?

  No, letters with diacritical marks and some other characters are not allowed to be used. If a notification that invalid characters have been entered appears on the Internet Banking site when making a payment, 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 / - : ( ) . ,? ' +

• What is the AMK code? Why do I need to specify it?

  AMK, or external payment code, is information required by the state about payments made from Latvia to foreign countries. The code for such payments must be assigned according to the classifier where every external payment purpose is assigned a three-digit payment code according to the international standards of payment balance. Payment codes are divided in 9 groups according to standard items in the payment balance. For further information, see here.

• How can I begin using the service?

  All users of our app can make payments – you do not need to take any additional actions for that. However, only bank customers who have registered their phone number in the Bank of Latvia Instant Links Registry will be able to receive payments to a phone number. You can do this in the app, by selecting Services > Payments to a phone number.

  Then you must:

  • agree to use the service and share your data (beneficiary’s phone number, full name and IBAN) with the payer, their bank and other participants of the Bank of Latvia system;
  • choose the account you want to link with your phone number.
• What kind of phone number can I use for this service?

  For payments to a phone number, you can only use the mobile phone number verified by the bank. The phone number field will be automatically filled in with the verified phone number. If you do not have a verified phone number, you will be referred to the Internet Bank’s Customer Data page. There, you will see the Contact phone and verification section where you can verify your phone number. As soon as you verify your phone number, you can continue with your registration.

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

  You can only link one payment account with one phone number. If a beneficiary wishes to start getting money to Swedbank account, they must register by selecting Services > Payments to a phone number. The last registered account will be used to receive payments.

• Can I register to use the payments to a phone number service with a non-Latvian phone number (e.g., UK or U.S.)?

  Yes, it is irrelevant for this service which country phone number is registered. You just must ensure that this phone number is verified in the bank and linked to a Latvian bank account.

• Is the phone number format important when I make payment to a phone number to a beneficiary saved in my Contacts?
  • In iOS mobile operating system, the phone number must be saved with the country code;
  • In Android mobile operating system, the phone number may be saved with or without the country code (+371…, 266…).
• Is the phone number format important when I make payments to a phone number and manually indicate the phone number in the Start New Transfer field?

  Phone number may be entered with or without the country code (+371…, 266…);

• The beneficiary is not registered to this service. What should I do?

  If the beneficiary is not registered as a service user, the payer can invite them by sending an invitation (it will be automatically generated in the app). You can send the invitation via a text message, e-mail or social media account. The beneficiary can also register personally in the Services tab of Swedbank app.

• Can I make payment to a phone number to a beneficiary with an account in another bank in the same country?

  Currently, you can make transfers within Swedbank (in any currency) and interbank payments (only in euros) to SEB and Citadele customers (if the SEB or Citadele customer is registered in the Instant Links Register of the Bank of Latvia).

• Can I transfer funds to a person who has a bank account in another Baltic state and has registered as a user of this service in that country?

  Payments to other countries are not possible.

• Why IBAN, name and surname are displayed when initiating payments to a phone number?

  IBAN is necessary to make SEPA transfers. Also, the display of beneficiary’s IBAN, name and surname allow the payer to verify that the payment is going to be made to the right person.

• Are payments to a phone number safe?

  Payments to a phone number are just as safe as all our payments – with biometrics, Smart-ID or code from the PIN calculator. It is important to note that the name, surname and account number of the beneficiary who has joined this service will be visible to the payer prior to making the payment.

• What fees are applicable for payments to a phone number?

  Customer pays the usual fees applicable for domestic transfers.

• How can I opt out of the payments to phone number?

  This is possible in the mobile app under Services > Pay to phone number.

• How much does it cost to open an account?

  Opening an account is free of charge for the residents of Latvia.

  For foreign citizens (from countries outside the European Economic Area), the account opening cost consists of the fee for document checking (if necessary) according to the price list of the bank.

• How long does it take to open an account?
  • At branch – instantly;
  • Via Internet Banking – within several minutes.
• How to open another account?
  • On the Internet Banking site by completing questionnaire;
  • At branch by presenting your passport or eID card.
• What documents are necessary for account opening?

  An identity document – passport or ID card.

  For children (up to and including 15 years of age), also the birth certificate will be required.

  Foreign citizens (from countries outside the European Economic Area) may additionally need a valid travel document, residence permit – find out more here.

• What do I need to take with me in order to open an account at a branch?

  An identity document – passport or ID card.

  For children (up to and including 15 years of age), also the birth certificate will be required if the parent’s passport does not contain the note “child”.

  Foreign citizens (from countries outside the European Economic Area) may additionally need a valid travel document, residence permit – find out more here.

• Is it possible to open an account without a payment card?

  Yes. One can have an account without having a bank card.

• How to open an account from abroad?

  If you’re abroad, you can request account opening via Internet Banking.

• How to open an account for child? What is the minimum age?

  To open an account for a child (6-15 years old), the child must have a valid passport or ID card. If the passport/ID card has been issued in Latvia, a parent or a legal guardian can open the child's account without bringing the child to the branch. If the child's passport/ID card has been issued abroad, you must bring the child along. When visiting a branch, please bring the child's passport/ID card, your passport/ID card, and documentary proof of parentage/guardianship (e.g. birth certificate).

  The following documents will be required:

  • For parent/guardian - passport or eID card
  • Child’s passport or eID card
  • Documentary proof of parentage/guardianship (e.g. the birth certificate)

• What´s the difference between regular onboarding and remote onboarding?

  In case of remote onboarding, it’s possible to open an account via video call without having to come to branch. Find out more here.

• Who can use the new remote onboarding feature?

  A person that has reached the age of 16 and has electronic means of authorization (Smard-ID with qualified electronic signature (QES) or ID card with relevant certificate (e-signature that is in use)) and a valid passport or ID card issued in Latvia.

• What languages are available for remote onboarding?

  In Latvia, it’s Latvian, English and Russian.

• How much time does the remote onboarding take?

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

• When can I fill out the application and hold the video call?

  You can fill out the application at any time, whereas video identification is available on business days from 08:45 to 16:45.

• What services can be applied for via remote onboarding?

  First bank account is opened for the new customer and the remote banking services agreement is concluded. In addition, the customer can apply for a debit card if he wishes.

• What happens after I’ve been successfully onboarded remotely as a Swedbank customer?

  The new customer gets a confirmation text message and an e-mail with further instructions.

• How to open an account for a child remotely?

  If your child would be a first-time customer and between the ages of 6 and 15, you can open an account for them remotely. The child has a passport or eID card issued in Latvia. Find out more here.

• How to close an account from abroad?

  An account can be closed by phone on +371 67 444 444 (available if the Telephone Banking service is activated).

• How much does it cost to close an account?

  You will not be charged for closing an account.

What are the corporate details of the bank (address, registration No, BIC/SWIFT code)?

Corporate details of Swedbank AS:

The corporate details are also provided at the bottom of the Internet Banking site.

The rate overview lists all the fees charged to the account, including interest received and paid (if any). A separate rate overview is available for each account.

This information is available on the Internet Banking site by going to “Account statement > Advanced > Show only > Detailed overview of rates”. When the PDF format is selected, the rate overview will be prepared in the unified European standard. The overview period you can choose is any period that is not earlier than the last and current year.

European payments made via Internet Banking or the mobile app according to the price list - these are payments in euros to a European bank with indication of the payee’s IBAN and the payment execution mode “Economic” that have been made from any current account or credit card account.

Included payment types:

• Domestic payments in EUR, including instant payments.
• European payments.
• Swedbank Group payments in EUR currency.
• Standing order payments in EUR currency (domestic and European ones).
• E-invoice automated payments in EUR currency.
• E-invoice manual payment execution in EUR currency.

The monthly fee for the package is debited automatically from the fees account specified by the customer starting from the last day of every month for the number of days that the customer has had the package.

If the fee account does not have sufficient funds for debiting the fee, this will result in negative account balance. The package is closed automatically if its fee account has had a negative balance for more than 90 days.

When enabling the package:

• by the 15th day of the month, the card’s monthly fee, starting with the next month, will not be charged;
• after the 15th day, the card’s monthly fee is charged in full in the next month as well.

When terminating the package:

• by the 15th day of the month, the card’s monthly fee, starting with the next month, will be charged in full;
• after the 15th day, the card’s monthly fee will be charged in full starting with the month after the next one.

• Where can I update my contact details?
  

  Log in to internet banking. After that, click on the icon profile next to your name at the navigation bar at top right. Under “My data” click on “Contact details”. Update your details and click on “Confirm data”.

• Where on the Internet Banking site can I send a message to the bank?
  

  Log in to internet banking. After that, click on the letter icon envelope next to your name at the navigation bar at top right. To write a new message, click on “Write new message”.

• Where can I find the chat with a bank consultant?
  

  Log in to internet banking. After that, click on the chat icon dialog next to your name at the navigation bar at top right. You can also click on the letter icon and then click “Start conversation”.

• Why was my Internet Banking session terminated?

  For security reasons, if you’re idle on the Internet Banking site for 5 minutes, your Internet Banking session is terminated. If you’re preparing a payment order, we recommend saving it as an unconfirmed payment so you would not lose any information you’ve entered in case the session is terminated.

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

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

• Can I assist other person with Internet Banking?

  If for some reason it is not possible to manage your finances in the Internet Banking on your own, you can add other users.

  The user to whom you want to grant Internet Banking user rights must have a user-ID issued by Swedbank.

  You can grant Internet Banking user rights in the Internet banking section “Payments, accounts”> “Digital banking”> “Payment limits and user management”.

• What do to if the security token is not working?

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

• Where and how can I get a security token?

  You can receive the security token at a branch (you will need to book an appointment first). Make sure to take your passport or eID card with you.

• Do I need to order the security token in advance?

  You don’t need to order the standard security token in advance. However, you must book a visit to the branch.

• How to log in to Internet Banking with the security token?
  1. Open Swedbank Internet Banking.
  2. In the open Internet Banking window, select “Code calculator" tab and enter your User ID and the 8-digit code generated by the security token in the appropriate fields.
  3. Click “Log in”.

  documentSecurity Token User Manual.

• How to log in to internet banking using Smart-ID?

  First you will need to download the Smart-ID app and create an account. Find out more.

  1. Open Swedbank internet banking and under “Log in with” select “Smart-ID”.
  2. Type in the information in the required fields (User ID, personal code). The user ID consists of 6 or 7 digits. You can find it in your Remote Banking Service Agreement.
  3. Click on “Enter”.
  4. Open the Smart-ID app on your mobile device.
  5. Compare the codes shown on your mobile device and on your computer. Make sure they match.
  6. If the codes match, enter your PIN1 in the Smart-ID app.
• How to create a Smart-ID account

  Register Smart-ID* at Branch

  1. Download Smart-ID app
  2. Visit a branch
  3. Bring your Android or iOS smart device
  4. Bring your identity document – passport or ID card

  To save time, book a consultation in advance here via Internet Banking.

  Book a consultation

  * Smart-ID Qualified Electronic Signature. Read more

  Smart-ID* account with eID card

  1. Download the Smart-ID app.
  2. Prepare your eID. Make sure in advance that you have the eID card with valid certificates and PIN codes, and have the necessary eID card software installed.
  3. Insert your eID card in a compatible card reader.
  4. Open the link “Registration with eID”.
  5. Register and create your Smart-ID account.
  6. Create and memorize PIN1 and PIN2 codes.
  7. Confirm the PIN codes and your data.

  * Smart-ID Qualified Electronic Signature. Read more

• How much does Smart-ID cost?

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

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

  Retry in a couple of minutes. If the problem persists, contact Swedbank by phone on 67 444 444 or e-mail at info@swedbank.lv. If the problem is related to the creation of a Smart-ID account, you can contact Smart-ID support service by phone 6766 5001 or e-mail help.lv@smart-id.com.

• I forgot/want to change my PIN. What to do?

  As we do not save PIN codes in our systems, PIN codes cannot be recovered. Delete your existing Smart-ID account and create a new one.

  How to delete a Smart-ID account
• My PIN has been blocked. Can I unblock it?

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

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

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

  Tap here to learn how to delete a Smart-ID account.

• Can I use Smart-ID offline?

  No. Smart-ID only works with internet connection – either mobile data or Wi-Fi.

• Can I use Smart-ID on several devices?

  Yes, it’s possible. If you want to use Smart-ID on several devices, you will first need to download the app on each device (smartphone or tablet) and create an account. You will also need to install Smart-ID and create an account, if you start using a new smartphone. Switching between devices and creating new accounts does not affect your bank account.

• Can I use Smart-ID abroad?

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

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

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

  Whenever you want to log in to your internet banking using Smart-ID, the request will be sent to all your devices. Pick the device you want to use to open the Smart-ID app and enter PIN1 or PIN2. When you confirm the PIN in your selected device, you don't need to do anything on your other devices.

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

  The Smart-ID account may be used by the person who is authorized to do so. If another person uses your smart device, do not disclose your Smart-ID PIN codes to that person under any circumstances! Find out more.

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

  PIN1 is used only for logging in to internet banking or the mobile app. Remember – don't use Smart-ID or PIN-calculator to approve any requests that you didn't initiate yourself!

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

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

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

  If you use an eID card and forgot/blocked your PIN, it can be replaced or unblocked using the PUK code and the eID card’s middleware or on the eparaksts.lv website. If you forgot/lost your PIN and PUK information, request a new PIN, which will be issued in an envelope in any regional department of the Office for Citizenship and Migration Affairs (PMLP) upon presenting of your passport/eID and against your signature on a relevant form.

• How to log in to Internet Banking with eID?
  1. Open Swedbank internet banking.
  2. In the “Log in with” section select “ID-card”. Enter your user ID (you can find it in your Remote banking services agreement).
  3. Click “Log in”.
  4. Enter the requested PIN. Click “OK”.

  Every eID card holder, who has signed the agreement on provision of certification services, will receive a sealed envelope containing PIN codes upon receiving their eID at the Office of Citizenship and Migration Affairs.

• How to prepare your computer for work with the eID card?

  To prepare your computer to work with an eID card, please follow to steps listed here.

• How to order the eID card with electronic signature certificate?

  eID card

  To receive the eID card, you must personally visit your nearest regional department of the Office of Citizenship and Migration Affairs and file an application for the identity card.

  For further information, go towww.pmlp.gov.lv or call the infoline on 8300.

  Certificate

  Each eID card contains the authentication and qualified electronic signature certificate to be activated upon receiving the eID card.

  The secure electronic signature service is provided by VAS Latvijas Valsts Radio un Televīzijas Centrs. Should you have any question regarding use of the secure eSignature with the eID card, please send a message to eparaksts@eparaksts.lv, call +371 67 108 787 or use the forum available at www.eparaksts.lv.

• Where to buy the eID card reader?

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

  Recommended retail outlets.

• How to apply for eParaksts mobile?
  • Fill out the application at mobile.eparaksts.lv
  • Choose the method of signing and sign the contract
  • Download the eParaksts mobile app on your smart device
  • In the app, create your PIN1 for confirming your e-Identity and PIN2 for banking services
  • Create your eParaksts password to use whenever you sign documents electronically

  More information
• What do I need to know to use eParaksts mobile?
  • User number, which is your national identification number or a random 7-digit combination (you can change it on the eParaksts.lv portal)
  • PIN1 – to confirm your e-Identity
  • PIN2 – to confirm payments and for other banking services
• How can I restore eParaksts mobile if my smart device has changed?

  If you have access to your previous device with eParaksts mobile or any other e-Identity confirmation tool (internet banking, eID or eParaksts card), you can restore eParaksts mobile on your new device remotely - no need to re-sign the contract.

  More information
• What to do if I don't remember my eParaksts mobile user number?

  The user number can be one of the following:

  • A random 7-digit combination
  • Your national identification number

  You can view and change your user number remotely in the "Products" section of your eParaksts.lv profile by logging in with any e-Identity confirmation tool (internet banking, eParaksts mobile, eID card, eParaksts card).

  More information
• What to do if I’ve forgotten my PIN1 or PIN2?
  • If you have forgotten your PIN1, delete your e-Identity in the eParaksts mobile app by clicking on "Delete e-Identity"
  • You will then receive an email notification that your authentication certificate has been revoked
  • Create your PIN1 and PIN2 in the app

  More information
• What to do if my contact details have changed?

  Your phone number and email address are closely tied to your eParaksts mobile service. To update your phone number or email address, you need to terminate your current contract and re-login to eParaksts mobile with your current details.

  More information
• What to do if my personal data have changed?

  If your personal data in the Register of Natural Persons (forename, surname or national identification number) have changed, e.g. after marriage, etc., the eParaksts mobile contract and certificates are automatically revoked. To restore your eParaksts mobile, you must obtain a new identity document and re-apply for eParaksts mobile.

• What do I need to do to be able to use eParaksts mobile for confirming payments at the bank?
  More information

• How can I check if my mobile phone number has been verified?
  1. Log in to Internet Banking.
  2. Click “My data” icon (profile) on the top navigation bar.
  3. Click “My contacts and settings”.
  4. Select “Contact details page”.
  5. If your number is verified, you will see the following on your contact details page: Verified mobile phone number.
• How can I get my mobile phone number verified?

  You can have your mobile phone number verified:

  • at the nearest Swedbank branch
  • by phone on 67 444 444

  Make sure you have your mobile phone and Smart-ID/Code calculator available for use during the call with the bank.

  If you have a smart phone, you can download theSmart-ID app and verify your mobile phone number on the Internet Banking site under “My contacts and settings” > “Contact details page”.

  If you use the security token, you can verify your mobile phone number on the Internet Banking site under “My contacts and settings” > “Contact details page”.

• What to do if I want to change my verified mobile phone number?

  You can change the verified number:

  • at any branch;
  • by phone on 67 444 444

  Make sure you have your mobile phone and Smart-ID/Code calculator available for use during the call with the bank.

• May I provide my mobile phone number for another Internet Banking user?

  No, it’s not possible. Only one verified mobile phone number per one Internet Banking user is permitted. If the mobile phone number is used for another user, then this number will be removed from the previous user and this user will be considered to have no verified mobile phone number.

• What to do if I can’t log in to Internet Banking?

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

  • If you use the new type of security token, make sure you entered the “APPLI 1” code when logging on.
  • If you use the Smart-ID, make sure that you have an active account in the Smart-ID app and that your mobile phone has the Internet available. PIN1 must be entered in the Smart-ID app within 2 minutes of appearance of the control code.
  • If you use the eID card, make sure that your computer is properly configured to work with the eID and that you entered the right PIN when logging on.
  • If you have a spouse or colleague who also uses the security token, make sure you’re using your own.
• What is the User ID and where can I find it?

  The User ID consists of 6 or 7 digits and you can find it in your Remote Banking Service Agreement under “User ID”.

  If you can’t access the agreement, you can find out your User ID in any Swedbank branch upon presentation of passport or eID card.

• How to log in to Internet Banking with the security token?
  1. Open Swedbank Internet Banking.
  2. In the open Internet Banking window, select “Code calculator" tab and enter your User ID and the 8-digit code generated by the security token in the appropriate fields.
  3. Click “Log in”.

  documentSecurity Token User Manual.

• How to log in to internet banking using Smart-ID?

  First you will need to download the Smart-ID app and create an account. Find out more.

  1. Open Swedbank internet banking and under “Log in with” select “Smart-ID”.
  2. Type in the information in the required fields (User ID, personal code). The user ID consists of 6 or 7 digits. You can find it in your Remote Banking Service Agreement.
  3. Click on “Enter”.
  4. Open the Smart-ID app on your mobile device.
  5. Compare the codes shown on your mobile device and on your computer. Make sure they match.
  6. If the codes match, enter your PIN1 in the Smart-ID app.
• How to log in to Internet Banking with eID?
  1. Open Swedbank internet banking.
  2. In the “Log in with” section select “ID-card”. Enter your user ID (you can find it in your Remote banking services agreement).
  3. Click “Log in”.
  4. Enter the requested PIN. Click “OK”.

  Every eID card holder, who has signed the agreement on provision of certification services, will receive a sealed envelope containing PIN codes upon receiving their eID at the Office of Citizenship and Migration Affairs.

• What are the transfer limits in Internet Banking?

  The existing limits can be checked and changed (reduced or increased) upon reaching the age of 18:

  • via Internet Banking. Go to the section “Payments, accounts” > “Digital banking” > “Payment limits and user management". To change the limit, click the button “Edit agreement”. Via Internet Banking, the limits can be raised up to 10,000 EUR. By logging in to Internet Banking with the Smart-ID, security token or eID.
  • At any branch by presenting passport/eID card.

  Changes in the limit can be requested:

  • In the chat, in an Internet Banking message, by phone on 67 444 444 or during a video call.

  Document signing is available in the section “Payments, accounts” > “Document signing”. Document signing requires having the Smart-ID Qualified Electronic Signature account level.
  Find out more here.

• How to enable push notifications?
  1. Update the mobile app to the latest available version by downloading it from App Store or Google Play
  2. Allow push notifications from Swedbank app in the settings of your phone.
  3. On first use of the new version of the app, log in to the app with the Smart-ID or the code card.
  4. In the section “Settings/Push notifications”, select the notification types you wish to receive.
• What push notifications are available?

  You can have the following push notifications:

  • On incoming money
  • On outgoing payments and card purchases
  • On loan payments – loan payment made/failed
  • On e-invoices – e-invoice received, automatic payment of e-invoice has failed, a reminder about the due date
• How much does it cost to receive push notifications?

  Receiving is free of charge.

• How to change the push notification delivery time?

  The delivery time cannot be modified. Push notifications about incoming money and outgoing payments can be received at any time of the day, whereas notifications on loan payments and e-invoices – during the time from 08:00 to 23:00.

• Why did I not receive the push notification?

  This can be due to a number of reasons. We suggest checking the following:

  • Are notifications by the Swedbank app enabled in the settings of the phone?
  • Are the specific types of notifications enabled in the settings of the mobile app?

• How to enable quick notifications?

  You can do it in the “Quick notifications” section of the Internet Banking site by clicking the “Add notification” button.

• How to change the quick notification delivery time?
  1. Log in to Internet Banking with Smart-ID or the code card/security token.
  2. In the “Quick notifications” section on the Internet Banking site, click the link “Change the quick notification delivery time”.
  3. Change the delivery time

  
• What to do if I don’t want to receive the quick notifications any more?

  To disable delivery of quick notifications:

  1. Log in to Internet Banking with Smart-ID or the code card/security token.
  2. In the “Quick notifications” section on the Internet Banking site, switch off the respective notifications by clicking on cross.
• How much does it cost to receive quick notifications?

  Please see the price list for the cost of quick notifications (SMS or e-mail).

• What’s the mobile contactless payments?

  Mobile contactless payments is a type of payments which are made with the smart phone. Paying with the mobile phone is similar to paying with contactless bank cards.

  The mobile contactless payment technology allows paying for purchases much faster, more conveniently and even safer as compared to paying by cash or bank card. Such payments have become possible thanks to the NFC (Near Field Communication) technology.

  NFC is a wireless data transfer method which controls and enables communication with nearby devices. Not only latest smart phones but also payment devices in stores are equipped with such a technology. These devices make it possible to pay for purchases at stores with contactless cards. At the moment of payment, the smart phone basically “talks” to the shop’s NFC-capable card reader. Using a specific radio frequency, it exchanges encrypted details to process the payment. Instead of the payment card number, smart phones use unique code each time. Hence, these payments are secure and convenient. Moreover, they are almost instantaneous. Speed is one of the distinctive features of NFC payments.

• How to enable mobile contactless payments?

  Download the mobile app Swedbank Latvia. Set it as your default app for payments. Select a Mastercard with the contactless payment function for making purchases.

• Which smart phones support mobile contactless payments?

  Mobile contactless payments are currently available on Android mobile phones.

• What is the per-transaction limit for mobile contactless payments?

  The mobile contactless payment limit is 150 EUR per transaction.

• Why is it important to unblock and activate the smart phone?

  Before paying with mobile phone, it is important to make sure that the screen is active and the keys are unlocked. A maximum of 60 seconds may pass since unlocking. When the device is inactive (the screen in black), the NFC antenna does not transmit or receive information. If an inactive phone is held over a POS terminal, the mobile payment will not take place. The screen must be activated before hovering it over the POS terminal.

• What could be the problem if I can’t make contactless payments?

  This functionality is limited to contactless Mastercard cards only. Before starting to use this service, make sure that mobile contactless payments are enabled in the app for the respective card.

• Is it safe to use mobile contactless payments?

  Using mobile contactless payments is as secure as paying by card. Moreover, lock screen is used for making mobile contactless payments. Mobile contactless payments cannot be made without unlocking the phone. The screen unlock password or pattern may not be disclosed to anyone. In case of losing the device, mobile contactless payments must be disabled. This can be done via Internet Banking or by phone on 67 444444. Lock screen must always be enabled in order to protect it from unauthorized use.

• Is it safe to install the Swedbank Latvia app on a device that is also used by others (e.g. on a tablet PC used by all family members)?

  Installing the Swedbank Latvia app on shared devices is not permitted.

• Where can I give feedback about this app?

  In the Contacts section of the Swedbank Latvia app, in the designated place “Send feedback” (this will open an e-mail template).

• Is it possible to pay with smart phone also outside Latvia?
  Paying for purchases though mobile contactless payments is also possible abroad. The main precondition is that the merchant needs to support remote payments. With the Swedbank Latvia app, Android users can pay with smart phone anywhere in the world where contactless payments are accepted.

• How to download the new app?

  • Swedbank Latvija users

    If app updates are automatic on your device, you do not have to do anything and the new Swedbank app will update itself till mid-August at latest.

    If automatic updates are not enabled on the device, you should update it manually: find the Swedbank Latvija app on App Store/Google Play and click on the update button. The update will be done in July/August. If you do not receive the update in this time or have other questions, please contact us.

  • Test app Swedbank 2019 users
    

    If you only have the Swedbank 2019 app, you have to switch to the new Swedbank Latvija app by manually downloading it from Google Play/App Store. It is important if you want to continue using Swedbank's mobile banking services as Swedbank 2019 was only the test version of the new app; you can delete it after downloading the new app.

  • New Swedbank app users

    Simply download the new Swedbank Latvija app from Google Play/App Store and install it on your smartphone.

• What if I want to start using the new app now, without waiting for the automatic update?
  • iOS users can update to the new app from July 16 at any time by going to Apple Store and clicking on update, even without deleting the old app.
  • Android users will have to wait for the automatic update that will be done till mid-August at latest.
• How to authenticate in the Swedbank Latvija app?

  When you connect to the app for the first time, you must use Smart-ID or the PIN calculator.

  The new up features the biometric login function. It means that, depending on your smartphone, you can log in with fingerprint or face recognition. It is available to iOS and Android (from version 6.0) users.

  It will be possible to login also with the traditional authentication tools – Smart-ID and/or PIN calculator.

• What features are offered in the new app?
  It includes the most essential earlier features as well as new ones. Mobile contactless and instant payments, biometric login (fingerprint or face detection), a widget for account balance viewing are just some of all the features offered in it. All functions are listed here.
• Is it possible in the new app to make instant payments without confirming with Smart-ID or the PIN calculator?

  Yes, the new Swedbank app lets you make up to 10 payments per 100 euros a day, without confirming them with Smart-ID or the PIN calculator, instead confirming them with biometrics. For larger payments, confirmation with Smart-ID or the PIN calculator will be required.

  If you do not use biometric identification, we have seen to that the user experience is as possibly convenient with Smart-ID.

• Where can I find the mobile app's settings and how to switch to the corporate environment? How can I switch between the accounts of additional users connected to me?
  You can access the mobile app's settings by clicking in the circle on the upper right corner, where your initials are. There you can switch the app environment to the corporate version, switch to additional users and change other app's settings.
• What is the fastest way to view my account balance?

  We see that most of our customers have migrated to mobile devices with biometric sensors, so we have integrated biometric identification – with biometrics, your account balance is just one scan away. It is not only fast and easy, but also secure as only the account holder can view the account balance.

  But users who do not have a device with biometric sensors, will have the option to use the account balance widget. It lets you view your account balance without logging into the app. When the widget is set up, it is visible on your phone screen, and you can view your account balance by tapping on it. The widget is available for both iOS and Android. Instructions on setting up and using the widget are here.

• What devices can the Swedbank Latvija app be installed on?

  The new Swedbank Latvija app will operate on most smart phones and tablets currently available on the market. The device must have:

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

  You can find which OS your device has in the device's settings.

  The app is not compatible with other operating systems (e.g. Windows Phones etc).

• I cannot install the new app. What could be the reasons?

  Firstly, find out in your device's settings whether it OS complies with the requirements.

  If the OS is appropriate, check that your device has sufficient free data storage (the new app needs about 40 MB of free storage).

  However, if you are unable to use the app, Swedbank's internet banking site is conveniently available on your phone's browser (https://www.swedbank.lv).

• The app reports that my device is not secure (rooted) and I cannot enable NFC payments. What can I do?
  It means that your device does not comply with the security requirements for mobile contactless payments. This message can have various reasons, one of them could be modifications to the device that cause instability or other security problems. Please try reverting any modifications made to the device, resetting to factory settings or visit a service technician.

The existing limits can be checked and changed (reduced or increased) upon reaching the age of 18:

• via Internet Banking. Go to the section “Payments, accounts” > “Digital banking” > “Payment limits and user management". To change the limit, click the button “Edit agreement”. Via Internet Banking, the limits can be raised up to 10,000 EUR. By logging in to Internet Banking with the Smart-ID, security token or eID.
• At any branch by presenting passport/eID card.

Changes in the limit can be requested:

• In the chat, in an Internet Banking message, by phone on 67 444 444 or during a video call.

Document signing is available in the section “Payments, accounts” > “Document signing”. Document signing requires having the Smart-ID Qualified Electronic Signature account level.
Find out more here.

Transfer limits may be decreased to the preferred amount or increased to up to 10,000 EUR:

• In “Payment limits and user management” section on the Internet Banking site.
• Only by the Remote Banking Services Agreement owner who is at least 18 years of age.
• By logging in to Internet Banking with the Smart-ID, security token or eID.

How to increase the limit above 10,000 EUR?

• At any branch by presenting your passport/ID card.

Changes in the limit can be requested on business days, 09:00-17:00:

• In the chat, in an Internet Banking message, by phone on 67 444 444 or during a video call.
• Sign the requested changes via Internet Banking here with the qualified electronic signature - Smart-ID or ID card.

For limits on card transactions, go to:

• “Cards” section of the mobile app;
• “My cards” section on the Internet Banking site by clicking on “Change limits”.

Limits on card payments in retail outlets can be raised:

• In "Cards" section of the mobile app;
• On the Internet Banking site in "My cards" section by clicking on "Change limits".

Limits on online payments and purchases can be raised:

• On the Internet Banking site by sending a message to the specialists of the bank where you need to specify the account number and the reason for increasing the limit.
• By phone on 67 444 444.

A holder of agreement(s)/account(s) who has reached the age of 18 can:

• Add/remove additional users.
• Change/cancel/suspend additional user’s rights.
• Specify additional user’s mode.
• Specify payment limits for each additional user’s account.

To add users, they must have a user ID number assigned by Swedbank.

N.B.! The agreement owner is responsible for informing the additional user and for their compliance with the applicable terms and conditions.

• Unsigned changes in Internet Banking are retained for 7 days. If the agreement owner does not sign the changes during this time, the changes prepared will be deleted from Internet Banking.
• Signed changes take effect immediately after the changes are confirmed with PIN 2. If you need to keep record of the signed changes agreement, you can download an ASICE file to your computer immediately after signing.

• How to log in to internet banking using Smart-ID?

  First you will need to download the Smart-ID app and create an account. Find out more.

  1. Open Swedbank internet banking and under “Log in with” select “Smart-ID”.
  2. Type in the information in the required fields (User ID, personal code). The user ID consists of 6 or 7 digits. You can find it in your Remote Banking Service Agreement.
  3. Click on “Enter”.
  4. Open the Smart-ID app on your mobile device.
  5. Compare the codes shown on your mobile device and on your computer. Make sure they match.
  6. If the codes match, enter your PIN1 in the Smart-ID app.
• How much does Smart-ID cost?

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

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

  Retry in a couple of minutes. If the problem persists, contact Swedbank by phone on 67 444 444 or e-mail at info@swedbank.lv. If the problem is related to the creation of a Smart-ID account, you can contact Smart-ID support service by phone 6766 5001 or e-mail help.lv@smart-id.com.

• What are the transaction limits on Smart-ID?

  The limits set in the Remote Banking Services Agreement are usable with Smart-ID.

• Can I use Smart-ID offline?

  No. Smart-ID only works with internet connection – either mobile data or Wi-Fi.

• Can I use Smart-ID on several devices?

  Yes, it’s possible. If you want to use Smart-ID on several devices, you will first need to download the app on each device (smartphone or tablet) and create an account. You will also need to install Smart-ID and create an account, if you start using a new smartphone. Switching between devices and creating new accounts does not affect your bank account.

• What is the control code?

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

• Can I use Smart-ID abroad?

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

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

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

  If you have enabled the push notification feature of the Smart-ID app on your device, notifications will automatically appear on the home screen; tapping the notifications will automatically direct you to the Smart-ID app.

  If the push notifications are disabled for the Smart-ID app, you have to open the app manually to check the control code and enter PIN1 or PIN2. If you did not receive the push notifications, seek assistance here.

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

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

• What features are available on the SMART-ID self-service portal?

  The self-service portal, you can see the status of your Smart-ID accounts (active, disabled), as well as disabling accounts and checking the transactions performed.

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

  PIN1 is used only for logging in to internet banking or the mobile app. Remember – don't use Smart-ID or PIN-calculator to approve any requests that you didn't initiate yourself!

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

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

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

  Whenever you want to log in to your internet banking using Smart-ID, the request will be sent to all your devices. Pick the device you want to use to open the Smart-ID app and enter PIN1 or PIN2. When you confirm the PIN in your selected device, you don't need to do anything on your other devices.

• How to create a Smart-ID account

  Register Smart-ID* at Branch

  1. Download Smart-ID app
  2. Visit a branch
  3. Bring your Android or iOS smart device
  4. Bring your identity document – passport or ID card

  To save time, book a consultation in advance here via Internet Banking.

  Book a consultation

  * Smart-ID Qualified Electronic Signature. Read more

  Smart-ID* account with eID card

  1. Download the Smart-ID app.
  2. Prepare your eID. Make sure in advance that you have the eID card with valid certificates and PIN codes, and have the necessary eID card software installed.
  3. Insert your eID card in a compatible card reader.
  4. Open the link “Registration with eID”.
  5. Register and create your Smart-ID account.
  6. Create and memorize PIN1 and PIN2 codes.
  7. Confirm the PIN codes and your data.

  * Smart-ID Qualified Electronic Signature. Read more

• Do I have to provide my e-mail address to set up a SMART-ID account?

  It is mandatory to provide either your e-mail address or phone number.

• When does the Smart-ID account expire?

  The Smart-ID account is valid 3 years. A new account can be created before the existing one expires. Find out more.

• How do I delete my Smart-ID account?

  Open Smart-ID on your phone or tablet, locate the menu at the top left corner and tap “Delete account”. Find out more.

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

  The Smart-ID account may be used by the person who is authorized to do so. If another person uses your smart device, do not disclose your Smart-ID PIN codes to that person under any circumstances! Find out more.

• I forgot/want to change my PIN. What to do?

  As we do not save PIN codes in our systems, PIN codes cannot be recovered. Delete your existing Smart-ID account and create a new one.

  How to delete a Smart-ID account
• My PIN has been blocked. Can I unblock it?

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

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

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

  Tap here to learn how to delete a Smart-ID account.

• Where can I get advice about mortgage loans?

  Click here to fill out an application on the Internet Banking site and get advice.

  Click here to sign up for a consultation.

• Where can I see my loan repayment schedule?

  The schedule is available on the Internet Banking site under “Loans, Leases, Credit Cards” –> “My obligations” –> view by clicking on “Repayment schedule”.

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

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

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

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

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

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting
  

• How can I postpone principal repayments of my loan?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

• How to apply for a full loan repayment?

  The changes can be requested on the Internet Banking site in section "Loans, leases" –> "My obligations" –>"Terminate" (edit) or "Change" (edit) by selecting the required type of changes under "Other Changes".

• Where can I request a credit statement and a consent issued by the bank?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

• How can I change the maturity date for my loan?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

• How can I change the guarantor for my loan?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

• How can I change the collateral?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes under „Other Changes”.

• How can I change the date of monthly payments for the consumer loan?
  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes.
• How can I change the account from which monthly payments for the consumer loan are made?
  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting the required type of changes.
• Where can I notify of early repayment of the loan (before the maturity date)?

  The changes can be requested on the Internet Banking site in section “Loans, leases” –> “My obligations” –> “Change and partial repayment” (edit) by selecting
  

• How can I postpone repayment of my Small Loan?

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

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

  If you need to borrow an additional amount, log in to Internet Banking, go to “Small loan” section under “Loans, leases, credit cards”, and click on “Fill out the application”. After receiving the application, you will be contacted by a bank employee.

• What documents do I need to apply for the study/student loan?

  Once you’ve enrolled in a university, fill out the application form via Internet Banking or the mobile app. You may be required to provide additional documents. If so, we’ll get in touch with you and agree on the next steps. You need to be a customer of our bank to fill out the application. If you’re not our customer yet, you can become one by applying here.

• How many days will it take to review the application?

  After we’ve received your application, we’ll check the information provided by the university regarding you in the State Educational Information System (VIIS). This process may take up to 10 days and depends on when the university updates the information. Once the information is available in VIIS, the application will be reviewed within 5 business days. After that we’ll let you know about the decision on granting the loan. If the beginning of studies (the enrolment date) is only to come, you’ll be able to enter into the loan agreement with the bank no sooner than on the enrolment date.

• The application could not be reviewed because the student was not on the universities list. What action is required now when the student has been added to the list?

  We will proceed with reviewing the application when the information entered by the university appears in the State Educational Information System (VIIS). There’s no need to additionally inform the bank.

• How can I know when data about me has been entered in the State Educational Information System (VIIS)?

  Go to the website Latvija.lv. In the search field, enter “Mani dati izglītības reģistros” (“My data in education registers”) and request this e-service.

• Is there an option to apply for the study loan from the 2nd semester?

  Yes, both the study loan and the student loan can be applied for after the first semester, too.

• What are the terms of the study loan if I’m transferred to the state-budget group in the next semester?

  This information will be updated by the university in the VIIS system. Once this information is available in the VIIS system, the bank will stop disbursement of the loan funds to the university for the semester which is covered out of the state budget. Disbursement of the study loan will be resumed if information in the VIIS is updated, indicating that tuition fee is payable for the studies. There’s no need for the student to separately inform the bank.

• Why is it not possible to apply for the study/student loan without having a Swedbank account?

  The student needs to be identified and registered in the bank's systems in order to be able to conclude the agreement. Moreover, interest payments and principal repayments will take place automatically from the customer’s account. That’s why opening an account is mandatory requirement for receiving the study/student loan.

• Where can I sign the loan agreement?

  The agreement may be signed both on the Internet Banking site and at any branch of the bank.

• I’ve received a message that the agreement may be signed but I can’t find where to do it.

  Log in to Swedbank Internet Banking, click on the section “Payments, accounts” > “Document signing”.

• When will the study loan be disbursed to the university?

  Payment for the first semester will be made within 3-5 days after signing the loan agreement. Transfers for the next semesters will take place two times a year (in September and March).

• When will the student loan be disbursed?

  The student loan will be disbursed to the student’s account on the 15th day of each month, except July and August.

• What could be the reason why the loan has not been disbursed?

  There may be several reasons for this:

  • Possibly data on commencement of studies/new semester are missing from the State Education Information System (VIIS) or the entered data are not accurate. You can verify the information on Latvija.lv under e-service My Data in Education Registers.
  • Monthly pay-outs shall be suspended if you are late with your student loan interest payments. If the late payment has been repaid after the 15th of the month, pay-outs shall be renewed from the next month. If you need the pay-out for the current month as well, send us a message via Internet Banking.
  • If the information entered is accurate or pay-out should have been made, send us a message via Internet Banking or call at 67 444 444.
• Can the loan be repaid sooner?

  Yes, the repayment can be made sooner than scheduled. No fee will be charged for that. The minimum amount to be repaid sooner is 150 EUR and the repaid amount will proportionally reduce the monthly payment. To make an early repayment, the customer needs to write message/make an application to the bank via Internet Banking or at branch, specifying the amount of repayment, the agreement reference number and the account number.

  If the repayment is made partially, then the monthly payment will be reduced proportionally. If the customer wishes to reduce the repayment period (not the monthly payment), then this is treated as amendments to the schedule for which a fee is charged.

• Is it possible to get a study loan for studying in Europe?

  No, it is not possible.

• Is it possible to get both the study loan and the student loan?

  Yes, if necessary, you can apply for both the study loan and the student loan at the same time.

• If I’ve terminated studies, what do I need to do?

  After termination of studies, the bank will see up-to-date information in VIIS and draw up a repayment schedule for repayment of the loan disbursed. There’s no need for to separately inform the bank. The bank will send information about drawing up the schedule in an Internet Banking message. Please keep an eye on Internet Banking messages from the bank.

• Does the repayment of the credit line start after the loan drawdown period ends?
  As the agreement is not renewed, the loan drawdown period ends on the date specified in the agreement. For example, if the end date of the agreement is 31 March 2025, repayment of the credit line starts on the following day – 1 April.
• Does the repayment schedule depend on the maximum credit limit and repayment term set in the agreement, as well as the remaining credit limit used at the time of the loan drawdown deadline?
  If the credit line limit is EUR 4800 and the repayment period is the maximum possible, i.e. 48 months, the monthly repayment instalment is EUR 100. The amount is the same even if only part of the credit limit has been used at the time of the loan drawdown deadline. In such an event, the limit will be repaid faster.
• Is the repayable amount the drawn amount at the time of the loan drawdown deadline?
  In the above example, where the loan drawdown deadline is 31 March 2025, and assuming that the customer has used EUR 2000 out of EUR 4800, the possibility to draw the remaining EUR 2800 will be closed and the customer will have to repay EUR 2000.
• Is the repayment term calculated according to the repayable amount and the monthly principal repayment calculated according to the contractual terms?
  The repayable amount of EUR 2000 is divided by the repayment instalment of EUR 100 calculated previously, resulting in a repayment term of 20 months.
• Can the remaining credit limit be used during the entire repayment term and will the limit gradually decrease?
  After the credit line expires, the available limit decreases each month during the 20-month term – in the first month the available limit is EUR 2 000, in the second month EUR 1 900, and so on.
• Can the account from which the repayment is made be either the credit line account or the customer's current account?
  If the entire remaining credit limit on the credit line account is exhausted on the repayment date, a repayment of EUR 100 is debited from the customer's current account. If the loan amount in the credit line account is not exhausted and funds are available there, the limit available on the credit line account is simply reduced by EUR 100. If only EUR 50 of the credit limit remains undrawn, the limit is still reduced by EUR 100 - EUR 50 from the credit line account and EUR 50 from the current account.
• Is interest on the limit reservation (the commitment fee) also payable at the time the repayment schedule comes into effect?
  Interest and/or the commitment fee must also be paid after repayment of the loan principal. These payments are always debited from the customer's current account. Interest is calculated on the drawn credit limit and the commitment fee is calculated on the amount that is not drawn but can be used as a loan by the customer.
• When is the credit line agreement terminated during the repayment schedule?
  The credit line agreement is terminated with the last scheduled payment when the customer has repaid the full amount of the loan drawdown and paid the interest and the commitment fee. Alternatively, you can deposit the entire credit limit drawdown and contact us by sending us an Internet Banking message and stating your wish to close a credit line agreement.
• How will the credit line be closed?
  On the expiry date of the credit line, the agreement will be terminated and the amount of the credit line drawdown, interest and other payments due under the credit line agreement, if any, will be debited. Make sure you have the funds necessary for it in your current account by the expiry date of the credit line.
• What to do if I can’t repay the outstanding amount by the date set in the agreement?
  You can apply for a repayment schedule to repay the outstanding credit limit amount in equal monthly instalments. For the repayment schedule, fill out the consumer credit application, specifying the amount of credit limit drawdown and the desired repayment period. We will assess the possibility of preparing a repayment schedule for the credit limit drawdown.
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• How to stop receiving e-invoices?
  

  To opt out of receiving e-invoices:

  1. In “My E-invoices” section on Internet Banking site, click “Order new e-invoice”.
  2. Choose the company whose e-invoice you wish to cancel and click “Opt out”.
  3. Specify the number of the account from which you normally made payments.
  4. Check the information and click “Send opt-out”.

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

  No. If you wish to change the amount of a standing order, click the symbol cross in “My active standing orders” section on the Internet Banking site to delete the existing application and create a new standing order.

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

  If your account lacks funds to execute a standing order on the payment date you selected, the system will monitor the account for changes for 10 more days. If the full amount is still not available in the account on the 11th day, the standing order will be cancelled.

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

  No. Partial transfer is not possible.

• What date can I choose for execution of a standing order?

  When you set up a standing order, the earliest possible due date of a standing order is the following day.

• What should I do if I want to reduce or increase the property’s sum insured?

  According to the Home Insurance Terms and Conditions in force from 17 August 2017, the property is insured at the replacement value. For contracts signed before this date, the change can be requested in the section “Insurance” > “Home insurance” > “My contracts” > “Change contract”. Based on this, the existing contract will be terminated and it will be possible to enter into new one.

• Will my policy be extended automatically?

  Yes, policies are renewed automatically.

• What to do if I no longer need the policy because I’ve sold the property?

  You can request contract termination in the section “My contracts”. Select contract number in question, click on link "Terminate contract" and follow further instructions.

• How can I change the beneficiary?

  The change can be requested in the section “Insurance” > “Home insurance” > “My contracts” > “Change contract”.

• What to do if I wish to add or increase the limit for my home contents and/or TPL cover?

  The necessary changes can be requested in the “Insurance” > “Home insurance” > “My contracts” > “Change contract”.

• What to do if I wish to add the third-party liability (TPL) cover or increase the TPL limit?

  The necessary changes can be requested in the “Insurance” > “Home insurance” > “My contracts” > “Change contract”.

• Which insurance company’s services are offered by Swedbank AS?

  Swedbank offers insurance services provided by Swedbank P&C Insurance AS and Swedbank Life Insurance SE.

• What to do if an insured event has occurred?

  If you need the 24-hour technical assistance, please notify the insurer by phone on 67 444 449 (24 hours); otherwise, fill out the insurance claim application in the section “Insurance” > “Fill out the insurance claim form”.

• What to do if I no longer need the policy because I’ve sold the property?

  You can request the contract to be terminated in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”. The existing contract will be terminated on the basis of this.

• How is the policy paid for – manually or automatically?

  You can see this information in the section “Insurance” > “Car insurance” > “My contracts” (under information about the next payment).

• How can I change the beneficiary?

  The change can be requested in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”.

• The registration number of my car has changed. What should I do?

  Changes in the insurance contract need to be requested in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”.

• I’m planning to take a trip to the CIS countries but the policy says that the territory covered is “Europe, except CIS”. Will the CASCO cover be in force?

  No, in this case you need to have the insurance contract amended and choose “Europe” as the territory covered. You can request the change in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”.

• Will the CASCO cover be in force if the car was driven by someone other than the person stated in the policy when the accident happened?

  CASCO insurance will be in force irrespective of who drove the car, apart from the exceptions specified in the contract (such as driving the vehicle under alcohol intoxication or driving without the required licence).

• I’ve received the contract for the next period but the sum insured has decreased? What to do if I don’t agree?

  The sum insured decreases by 1% each month over the course of the insurance contract. If you don’t agree to the sum insured stated in the policy, please substantiate the desired changes by filling out an application in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”.

• I’ve bought new alloy wheels for my car. Do I need to send pictures?

  Under the insurance contract, you are required to send photos of your car only upon entering into new contract; however, if you want to, you can send the photos by e-mail to autobildes@swedbank.lv.

• If the territory “Europe” is selected in the CASCO insurance contract, in which countries will the insurance be valid?

  If you choose the territory “Europe”, then insurance will be valid in the following countries or their parts: Latvia, Lithuania, Estonia, Albania, Austria, Andorra, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Czech Republic, Denmark, France, Cyprus, Germany, Greece, Croatia, Iceland, Italy, Ireland, the United Kingdom of Great Britain and Northern Ireland, Liechtenstein, Luxembourg, Macedonia, Malta, Montenegro, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Spain, Finland, Slovakia, Slovenia, Serbia, San Marino, Switzerland, Ukraine, Hungary, Vatican, Sweden, European part of Russia, European part of Kazakhstan, European part of Turkey, European part of Armenia, European part of Georgia, European part of Azerbaijan.

• What to do if I no longer need the policy because I’ve sold the property?

  You can request the contract to be terminated in the section “Insurance” > “Car insurance” > “My contracts” > “Change contract”. The existing contract will be terminated on the basis of this.

• Why does the policy state “Europe” in one place and “Baltics” in other place as the territory covered; where exactly is the policy valid?

  The MTPL insurance standard contract is valid in the countries of the European Economic Area, Switzerland, Serbia and Andorra.

• The vehicle is not in use. May I terminate the MTPL policy?

  You can do so only if the owner of the vehicle, before submitting the application for early termination of the MTPL contract, temporarily terminates registration of the vehicle with the Road Traffic Safety Directorate (CSDD) or the State Technical Supervision Agency (VTUA) according to the statutory procedure.

• I just bought a policy. Where can I see/print it?

  The travel insurance contract is available in the section “Insurance” > “Travel insurance” > “My contracts”.

• Do I need to take a printout of the policy on my trip?

  No.

• What to do if I need medical assistance abroad?

  In case of medical expenses exceeding 1000 €, please contact us first by phone +37167444449.

• Where is it possible to conclude the travel insurance contract or check the credit card travel insurance covers?

  A new travel insurance contract can be concluded by clicking here.

  Credit card travel insurance covers can be checked by clicking here.

• What to do if I’ve suffered a trauma and have the Family Support Insurance in force?

  If you’ve incurred a trauma, you need to register the insured event: „Insurance” > „Fill out the insurance claim form” -> „Trauma indemnity claim application”.

• Can I insure a child?

  Life insurance and trauma supplementary insurance are intended as replacement of income for one of the breadwinners in the family. Children cannot be insured.

• I have a life insurance contract; do I also have any savings accumulating?

  No savings are created in case of Life insurance and Life insurance to cover loan.

• I’ve received a message that my policy has not been paid for; has the insurance policy been terminated? How can I pay for the policy?
  You can pay for the policy manually by going to “Day to day banking” > “Payments” > “Domestic payments” > “Bank defined payments” > “Swedbank Life Insurance” and specifying, in the payment details, the reference number of the policy you wish to pay for.
• I just repaid my mortgage loan; what will happen to the Credit Life Insurance policy?

  Life insurance to cover loan is tied to the loan. Repayment of the loan will terminate the insurance contract. You can insure yourself without a long-term loan by taking out Life insurance policy.

• I’m disabled; can I insure my life?

  Yes, you can take out Life insurance and Life insurance to cover loan policy, which is intended for customers with long-term obligations.

• Why was my account charged for the Credit Card Liabilities Insurance if I repaid the outstanding amount by the end of the month?

  This may happen because no premium was charged during the first month when the insurance was in force; however the credit limit on the card was spent.

• Will the Credit Card Liabilities Insurance be in force if I quit the job myself?

  No, this will be an exception under the terms of insurance.

• The loan has been repaid prematurely; what will happen to the Insurance against Borrower's Unemployment policy?

  The insurance contract will be terminated along with repayment of the loan.

• Will the Insurance against Borrower's Unemployment be in force if I quit the job myself?

  No, this will be an exception under the terms of insurance.

To request payout of your 3rd pillar pension savings, log in to Internet Banking and go to “Pension” > “My pension assets” > “3rd pillar pension” > “Payout”.

3rd pillar pension capital is available from the age of 55.

The supplementary capital may be paid out before reaching this age in the following cases:

• the participant has a 1st category permanent disability;
• the participant works in one of the special professions set out in Cabinet Regulations No. 47.

The possibility to terminate the agreement depends on your age.

If you’re already 55 years of age:

1. request payout of your 3rd pillar pension savings on the Internet Banking site under section “Pension” > “My pension assets” > “3rd pillar pension” > “Payout”.
2. when you request the payout, select “Close regular payment to pension plan and regular investment agreement”;
3. when you request the payout, select “After full payout close Individual Participation Agreement and Individual pension account”

If you’re not 55 years of age yet,you cannot close your individual participation agreement or the individual pension account. However, you can discontinue your regular contributions. Please note – even if you stop paying the regular contributions, the savings will still be invested in financial instruments and a fee will be deducted from the savings until payout of the savings.

If you wish to change the amount of contributions or discontinue the regular contributions,go to the Internet Banking site’s section “Pension” > “3rd pillar pension” > and choose “Make changes” or “Discontinue” under “Regular investments”.

• Log in to Internet Banking and go to “Pension” > “My pension assets” > “3rd pillar pension” > “Start savings”.

Log in to Internet Banking and go to “Pension” > “My pension assets” > “3rd pillar pension” > “Additional payment”.

The exchange rates are only indicative and may be subject to change during the day. The current exchange rate is available under “Currency exchange rates” on the Internet Banking site.

You will not be charged for currency exchange on the Internet Banking site.

No fee will be charged for currency exchange via Internet Banking irrespective of the amount or currency being exchanged.

In order for the bank to consider the possibility of cancelling a currency exchange, please send us a message on the Internet Banking site or call 67 444 444.

The number of currency exchange transactions per day is not limited.

The number of currency exchange transactions per day is not limited.