Customer Support

Cards

Payments

  • Domestic payments

    • 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.

    • How much time do I have to cancel a payment that has just been executed?

      If the payment is to another bank in Latvia, it can be cancelled within 15 minutes by calling Swedbank on 67 444 444.

      If the payment is between Swedbank accounts, it cannot be cancelled. In such an event you need to contact the beneficiary (account holder) and ask them to return the payment. If this is not possible, you can request revocation of the payment through the bank (the revocation form is available in the “Bank messages” section). Please note, however, that the bank is unable to cancel a payment without the beneficiary’s consent.

    • How can I cancel an executed payment?

      If the payment is in euros to another bank in Latvia, it can be cancelled within 15 minutes from the moment of execution by calling Swedbank on 67 444 444.

      If the payment is between Swedbank accounts, it cannot be cancelled. In such an event you need to contact the beneficiary (account holder) and ask them to return the payment. If this is not possible, you can request revocation of the payment through the bank (the revocation form is available in the section “Bank messages”). Please note, however, that the bank is unable to cancel a payment without the beneficiary’s consent.

    • What to do if an incorrect beneficiary is specified for a payment?

      If the payment is in euros to another bank in Latvia, it can be cancelled within 15 minutes from the moment of execution by calling Swedbank on 67 444 444.

      If the payment is between Swedbank accounts, it cannot be cancelled. In such an event you need to contact the beneficiary (account holder) and ask them to return the payment. If this is not possible, you can request revocation of the payment through the bank (the revocation form is available in the section “Bank messages”). Please note, however, that the bank is unable to cancel a payment without the beneficiary’s consent.

    • 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.

  • International payments

    • 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? Do I need to first exchange currencies?

      To make any payment, a domestic and international one, in other currency:

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

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

    • 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:

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

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

      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.

    • What is the coverage currency?

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

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

      The reason could be incorrectly completed fields “Payment currency” and “Coverage currency”.

    • Will a payment be executed if only the beneficiary’s short account number is available? What to do?

      Execution of the payment depends on the country to which the payment is made and on the payment currency. For example, UK banks will execute payments with the short code if the “Sort code” is indicated by the name of the bank.

      How to make a payment?

      1. Choose the international payment form.
      2. If the payment is to a EEA country, enter only the IBAN account number.
      3. If the payment is in EUR currency outside the EEA, specify the “Sort code” by the name of the beneficiary bank.
    • 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.

Accounts

  • Account opening

  • Account closure

    • How to close an account from abroad?

      An account can be closed:

      • Via Internet Banking by sending a message to the bank

        • Via Internet Banking by sending a message to the bank On the top navigation bar, click the message icon, choose “Daily banking”
      • 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.

  • Corporate details of the bank

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

    Corporate details of Swedbank AS:


    AS Swedbank
    Balasta dambis 15, Rīga,
    LV-1048, Latvia
    BIC/S.W.I.F.T.: HABALV22
    Reg. No.: 40003074764
    www.swedbank.lv

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

Internet Banking

  • How to use Internet Banking

    • Where can I update my contact details?

      You will find your details and settings, as well as the options of contacting the bank at the top of the navigation bar on the Internet Banking site. To update your contact details, select the icon „My data” > „My contacts and settings”.

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

      You will find your details and settings, as well as the options of contacting the bank at the top of the navigation bar on the Internet Banking site. To write a new message to the bank, select ”Bank messages” > „Write a new message”.

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

      You will find your details and settings, as well as the options for contacting the bank at the top of the navigation bar. To start messaging with a consultant, select ”Start chat”.

    • Why was my Internet Banking session terminated?

      For security reasons, if you’re idle on the Internet Banking site for 10-15 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?

      Yes, it’s possible. However, before you can do so, you and the other person must visit your nearest branch (both of you need to have the passport/eID with you) and take out a power of attorney for the Internet Banking, agreeing on the access mode.

      Access modes/levels:

      1. Information-only mode: allows preparing and viewing the payments prepared, obtaining information on account balance, checking account statement, reading and writing messages from/to the bank.
      2. Transactions mode: in addition to features available in the information-only mode, this allows paying invoices, as well as enabling e-invoices, regular payments, and deposits.
      3. Full-access mode: access to Internet Banking without any restrictions.
  • Code card

  • Security token

  • Smart-ID

    • How to log in to Internet Banking with the Smart-ID?

      To log in to Internet Banking with the Smart-ID, first download the Smart-ID app and create an account there.


      How to create an account in Smart-ID (video)
      1. Open Swedbank Internet Banking and choose "Smart-ID" tab.
      2. Enter your User ID (user ID consists of 6 or 7 digits and you can find it in your Remote Banking Service Agreement).
      3. Click "Log in".
      4. Open the Smart-ID on your smart device.
      5. Make sure the control codes displayed on the screen of the smart device and the computer match.
      6. Enter PIN1 code in the Smart-ID app.
    • How to create a Smart-ID account
    • 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’ve forgotten/want to change my PIN(s). What to do?

      We do not keep your PIN codes saved on our systems; therefore, PIN codes cannot be recovered. Delete your existing account from the Smart-ID app and create a new one.

    • 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.

    • What are the transaction limits on Smart-ID?

      Your remote banking service contract provisions apply, that is, your Smart-ID account has the same transaction limits as before when you were using the code card.

    • 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?

      You have to download and install the Smart-ID app, as well as to create an account on whichever device you want to use. Also, whenever you buy a new smartphone, you have to download and install the Smart-ID app, as well as to create a new account. Switching between devices and creating of new accounts has no effect on 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 access your Internet Banking with Smart-ID, the system communicates with all your devices; it is up to you which device you use to open the Smart-ID app and enter PIN1 or PIN2.

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

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

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

  • E-ID

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

      If you use the eID card and have forgotten or have blocked the 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’ve forgotten or have lost the 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 presentation 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 open Internet Banking window, select “eID card” tab and in the field “User ID” enter your 6 or 7-digit User ID found in the Remote Banking Services Agreement.
      3. Click “Log in”.
      4. Enter the appropriate PIN in the PIN entry fields. Click “OK”.

      Every eID card holder who, upon receiving their eID at the Office of Citizenship and Migration Affairs, signs the agreement on provision of certification services is issued with PIN codes in a sealed envelope.

      If you use the web browser Internet Explorer:

      Login

      If you use other web browser, such as FireFox, Google Chrome or Opera, the PIN entry field may differ. Please make sure to enter the correct PIN code (PIN1, PIN1 and/or PIN2, PIN2 and/or PIN1).

    • How to prepare your computer for work with the eID card?
      1. Connect a smartcard reader to the computer and insert the eID card in it. The eID smart card must be inserted in the external smart card reader with the chip facing up and the indicator light must be constantly on.

        Card reader
      2. Install the eID middleware version appropriate for your computer’s operating system. To check if the certificates are retrieved, open the “Card information” section in the middleware program where you should find the eID holder’s data. If you use the web browser FireFox or Opera, it must be additionally configured for work with the eID.
    • 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.
  • Text messages with confirmation code (SMS codes)

    • What to do if the confirmation code SMS does not arrive?

      If you’ve verified your mobile phone number at the bank but still don’t receive the confirmation code, contact your mobile operator. Text message delivery may be delayed if you’re abroad or in case of the carrier network’s overload.

    • What is the charge for the confirmation code SMS?

      Text messages (SMS) with the confirmation code are free of charge.

    • Why did I not receive the payment confirmation code by SMS?

      Possible reasons for not receiving text messages:

      • Text message delivery may be delayed if you’re abroad or in case of the carrier network’s overload.
      • Text message delivery may be shortly delayed if you’re changing your mobile carrier.
      • The mobile carrier may restrict or suspend provision of its services in case of insufficient account balance, expiry of account, arrears, notification of SIM card blocking; exceeded credit limit, etc.
      • The mobile phone may have incorrect incoming message settings.
      • Message delivery is automatically blocked on mobile phones running the Windows operating system if the sender is indicated with letters instead of digits (e.g. SWEDBANK, not 1633). In such an event you need to change settings on your phone and remove such senders from the list of blocked senders.

      Important! Contact your operator if you’ve verified your mobile phone number at the bank but still don’t receive the SMS code.

    • How long does it take to receive the confirmation code SMS?

      The speed of SMS delivery depends on the mobile carrier, but normally text messages are delivered within 10-20 seconds.

    • What is the payment confirmation code?

      The payment confirmation code is a 6-digit code that is sent in a text message (SMS) to the mobile phone. It is a single-use code for confirming one operation. Read more

    • What will the confirmation code SMS contain?

      The SMS will contain a unique 6-digit code, payment amount, beneficiary’s forename and the first 3 letters of the beneficiary’s surname.

    • What to do if I’ve lost the mobile phone whose number I’ve verified?

      Immediately notify the bank of it by phone to 67 444 444.

    • How to use banking services if I don’t have a mobile phone?

      If you don’t have a mobile phone, then you will need a security token (‘code calculator’) or the eID to make payments of over 30 EUR to accounts at other banks.

      Swedbank offers two types of security tokens the price and activation fee of which are specified in the price list.

    • Can I receive the confirmation code also when I’m outside Latvia?

      Yes. SMS with the confirmation code can also be received while abroad. The bank sends SMS message free of charge, however a roaming charge may apply (for details, contact your mobile carrier).

      However, if you travel often, to avoid inconveniences due to possible roaming issues, we recommend using the security token or Smart-ID.

  • Phone number verification

  • How to log in to Internet Banking

    • 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:

      • Make sure the Caps Lock is off on your keyboard.
      • Make sure Cyrillic (Russian alphabet) letters are not on.
      • If you use the code card, make sure you’ve correctly entered the permanent password and full code from the code card.
      • 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 to do if access to Internet Banking is blocked?

      If you enter invalid data for 5 consecutive times with the code card, your user account will be blocked. You can unblock it:

      If you’ve blocked your security token by entering an incorrect security token PIN for 3 consecutive times, you can unblock it in the nearest Swedbank branch (make sure you have your passport/eID with you). The token unblocking fee is specified in the bank’s price list.

      If you use the eID card and have forgotten or have blocked the 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’ve forgotten or have lost the 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 presentation of your passport/eID and against your signature on a relevant form.

    • 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.

    • What to do if I can’t remember my permanent password?
      • Contact the bank by phone on 67 444 444.
      • Visit your nearest branch.
    • How to log in to Internet Banking with the code card?
      1. Open Swedbank Internet Banking.
      2. Enter your User ID and permanent password in the relevant fields of the open Internet Banking window and click “Log in”.
        • The User ID consists of 6 or 7 digits and you can find it in your Remote Banking Service Agreement under “User ID”.
        • The password was issued in a sealed envelope with “Password” on it which you received upon signing the Remote Banking Services Agreement.
      3. In the window displayed, enter the required code – the 6 digits you will find on the code card. Click “Log in”.
    • How to log in to Internet Banking with the temporary password?
      1. Open Swedbank Internet Banking.
      2. Enter your User ID and temporary password (six-digit combination in the separate envelope you received together with the code card) in the appropriate fields.
      3. Click “Log in”.
      4. The system will prompt you to change the password. Enter the temporary password in the first field and your chosen, permanent password in the second and third field.
      5. Click “Save changes”; the next time you log in to Internet Banking, use the password you created.
    • 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”.

      Security Token User Manual.

    • How to log in to Internet Banking with the Smart-ID?

      To log in to Internet Banking with the Smart-ID, first download the Smart-ID app and create an account there.


      How to create an account in Smart-ID (video)
      1. Open Swedbank Internet Banking and choose "Smart-ID" tab.
      2. Enter your User ID (user ID consists of 6 or 7 digits and you can find it in your Remote Banking Service Agreement).
      3. Click "Log in".
      4. Open the Smart-ID on your smart device.
      5. Make sure the control codes displayed on the screen of the smart device and the computer match.
      6. Enter PIN1 code in the Smart-ID app.
    • How to log in to Internet Banking with eID?
      1. Open Swedbank Internet Banking.
      2. In the open Internet Banking window, select “eID card” tab and in the field “User ID” enter your 6 or 7-digit User ID found in the Remote Banking Services Agreement.
      3. Click “Log in”.
      4. Enter the appropriate PIN in the PIN entry fields. Click “OK”.

      Every eID card holder who, upon receiving their eID at the Office of Citizenship and Migration Affairs, signs the agreement on provision of certification services is issued with PIN codes in a sealed envelope.

      If you use the web browser Internet Explorer:

      Login

      If you use other web browser, such as FireFox, Google Chrome or Opera, the PIN entry field may differ. Please make sure to enter the correct PIN code (PIN1, PIN1 and/or PIN2, PIN2 and/or PIN1).

  • Internet Banking limits

    • What is the default limit on transfers via Internet Banking?

      The default contractual limit set by the bank for private customers is 4500 EUR a day/month.

      If you have the Smart-ID, eID card or the security token, then the maximum transfer limit is the contractual limit set in the Remote Banking Services Agreement. If you have the code card, then the maximum transfer limit is only 4500 EUR per day/month.

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

      Limits on payments via Internet Banking are initially set when you enter the Remote Banking Services Agreement but later can be changed (increased or reduced).

      If you have the code card, the maximum transfer limit is 4500 EUR per day/month.

      You can find out or change your current payment limits:

      • By sending a message to the bank via Internet Banking.
      • At any branch by presenting your passport/ID card.
      • By phone on 67 444 444.
    • Where can I see and change my 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”.

      For limits on Internet Banking transactions, see the Remote Banking Services Agreement.

    • 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.

Mobile bank

Limits

  • What is the default limit on transfers via Internet Banking?

    The default contractual limit set by the bank for private customers is 4500 EUR a day/month.

    If you have the Smart-ID, eID card or the security token, then the maximum transfer limit is the contractual limit set in the Remote Banking Services Agreement. If you have the code card, then the maximum transfer limit is only 4500 EUR per day/month.

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

    Limits on card payments in retail outlets can be raised:

    • In “Cards” section of the mobile app;
    • 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.
  • Where can I see and change my 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”.

    For limits on Internet Banking transactions, see the Remote Banking Services Agreement.

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

    Limits on payments via Internet Banking are initially set when you enter the Remote Banking Services Agreement but later can be changed (increased or reduced).

    If you have the code card, the maximum transfer limit is 4500 EUR per day/month.

    You can find out or change your current payment limits:

    • By sending a message to the bank via Internet Banking.
    • At any branch by presenting your passport/ID card.
    • By phone on 67 444 444.

Smart-ID

  • Smart-ID usage

    • How to log in to Internet Banking with the Smart-ID?

      To log in to Internet Banking with the Smart-ID, first download the Smart-ID app and create an account there.


      How to create an account in Smart-ID (video)
      1. Open Swedbank Internet Banking and choose "Smart-ID" tab.
      2. Enter your User ID (user ID consists of 6 or 7 digits and you can find it in your Remote Banking Service Agreement).
      3. Click "Log in".
      4. Open the Smart-ID on your smart device.
      5. Make sure the control codes displayed on the screen of the smart device and the computer match.
      6. Enter PIN1 code 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?

      Your remote banking service contract provisions apply, that is, your Smart-ID account has the same transaction limits as before when you were using the code card.

    • If I have Smart-ID, do I no longer need the code card and security token?

      We suggest keeping your code card or security token to be used in situations when it is impossible to use your mobile phone, for instance, when there is no internet coverage, or when the phone is out of battery or broken.

      Likewise, your code card or security token can be used in case you accidentally block your account and need to create a new account, or in case you want to create a new account on a different device.

      Your code card or security token also enables you to close your account in the self-service Smart-ID portal in case you lose your phone.

    • 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?

      You have to download and install the Smart-ID app, as well as to create an account on whichever device you want to use. Also, whenever you buy a new smartphone, you have to download and install the Smart-ID app, as well as to create a new account. Switching between devices and creating of new accounts has no effect on 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.

    • What is the data usage?

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

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

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

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

      The self-service portal allows you to check the status of your account (active or blocked), as well as to block your account.

  • Smart-ID account

  • Smart-ID PIN codes

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

      We do not keep your PIN codes saved on our systems; therefore, PIN codes cannot be recovered. Delete your existing account from the Smart-ID app and create a new one.

    • 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.

  • Smart-ID security

    • What do I do if my device is lost or stolen?

      If your smartphone or tablet is lost or stolen, follow the same procedure as in the event of losing a bank card: immediately contact Swedbank by phone 67 444 444 or Smart-ID support service by phone on 6766 5001, or e-mail at help.lv@smart-id.com

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

    • If my device is lost or stolen, can anybody use my Smart-ID?

      In case your device is stolen and someone is trying to “hack” your Smart-ID account, PIN codes are there for you to make sure your data are protected:

      • on the first instance of entering an incorrect PIN for three consecutive times, it is blocked for 3 hours;
      • on the second instance of entering an incorrect PIN for three consecutive times, it is blocked for 24 hours;
      • on the third instance of entering an incorrect PIN for three consecutive times, it is permanently blocked.

      This means that even by acquiring your device or “hacking” your Smart-ID account, the thief will not be able do you any harm. If someone tries to access your bank account by entering random PIN codes, the Smart-ID account is simply blocked.

    • Is it safe to set up several Smart-ID accounts on different devices?

      Yes, it is safe, since Smart-ID can only be used with your PIN codes. Please, keep in mind that in case you have set up the Smart-ID app on several devices, all the respective devices will receive push notifications as you log in to the Internet Banking with Smart-ID.

Loans, Leases, credit cards

E-Invoices and Standing Orders

  • E-invoices

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

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

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

      Setting up and receiving e-invoices via Internet Banking is free of charge. Payments between Swedbank accounts are free of charge; the cost of transfers to other banks is according to the current price list of payments.

    • How to enable automated payment for an e-invoice?
      • When setting up a new e-invoice
        1. Click on “Order new e-invoice”.
        2. In the list provided, find the company whose e-invoices you wish to set up with automatic payment.
        3. Choose “Yes” for the automatic invoice payment option on the application.
      • By changing the payment terms of an existing e-invoice
        1. In the section “My E-invoices”, click “Enable automated payment” next to the e-invoice received.
    • What is the maximum amount per month or the monthly limit?

      When you order an e-invoice, you can specify the maximum amount per month which may not be exceeded in automatic payment of e-invoices. If the invoice amount exceeds the limit, the invoice will not be paid.

    • What does partial e-invoice payment mean?

      When you order an e-invoice, you have the option to allow partial payment. This means: if your account lacks funds to cover the entire invoice amount on the payment date you selected, the system will monitor the account for changes for 6 more days. If the account still lacks the full amount of the 7th day, then the invoice will be paid partially by transferring at least 50% of the invoice amount. If less than 50% of the amount necessary for invoice payment is available in the account, the invoice will not be paid.

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

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

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

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

    • Will my e-invoice be paid automatically if my account lacks funds in EUR but has funds in other currencies?

      The e-invoice will not be paid if there is no positive balance of EUR currency in the account on the payment date. The account must contain funds in EUR currency. If you have funds in other currency in your account, exchange the required amount of funds into EUR via Internet Banking before the date due for payment.

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

      If your account lacks funds to cover the entire invoice amount on the payment date you selected, the system will monitor the account for changes for 6 more days. If the account still lacks the full amount of the 7th day, then the invoice will be paid partially (if you’ve selected this option when ordering the e-invoice) by transferring at least 50% of the invoice amount. If less than 50% of the amount necessary for invoice payment is available in the account on the 7th date, the invoice will not be paid.

    • Why to set up e-invoices?

      With an e-invoice:

      • Your invoices will always be paid on time
      • Receiving, paying and storing invoices will be easier.
      • You will save time both in aggregating and paying your monthly bills.
    • What to do if the service provider does not offer e-invoices?

      Let us know about that company and we will contact it to offer the e-invoicing service.

      Other invoice payment options are:

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

Insurance

3rd pillar pension

  • How can I request payout of my 3rd pillar pension savings?

    To request payout of your 3rd pillar pension savings, log in to Internet Banking and go to “Investments, savings, pensions” > “Pension” > “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.
  • How can I terminate my 3rd pillar pension agreement?

    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 “Investments, savings, pensions” > “Pension” > “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”.

  • What should I do if I’d like to start saving the supplementary pension capital/set up the 3rd pillar pension agreement?

    • Log in to Internet Banking and go to “Investments, savings, pensions” > “Pension” > “3rd pillar pension” > “Start savings”.
    • Alternatively, sign up for a consultation here.
  • How can I make a one-time additional contribution into my 3rd pillar pension?

    Log in to Internet Banking and go to “Investments, savings, pensions” > “Pension” > “3rd pillar pension” > “Additional payment”.

  • How can I change my 3rd pillar pension scheme?

    Log in to Internet Banking, go to “Investments, savings, pensions” > “Pension” > “3rd pillar pension” > “Pension plan switch”, and choose your preferred pension plan from the list “To the pension plan” and click the button “Verify”.

Currency exchange

  • What is the current exchange rate?

    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.

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

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

  • Does the currency exchange fee depend on the amount?

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

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

    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.

  • How many times a day may I exchange currencies?

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

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

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

Can’t find your answer?

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