Frequently Asked Questions - FAQ

We have prepared answers to a number of frequently asked questions. This section is divided into answers corresponding to banking services and answers related to investment services.

Internetbanking

1. I already have a Current Account and Fio Konto. I would like to transfer funds from my Current Account to my Fio Konto using Internetbanking. What funds of or do I use from the "Place order" tab - single order or account transfer?

Select a single transfer order.

2. I want to send funds using Internetbanking to Slovakia. My account is in CZK but I need to send the money in EUR. Is there a way to send the money to Slovakia and avoid fees that are usually charged for foreign transfers?

Yes, if you are entering a single order (the same as for payments within the Czech Republic) simply select the EUR currency. Enter the Slovak account number and bank code for the recipient (leave the IBAN and SWIFT code blank).

3. Can a placed but unauthorized order be cancelled?

If you do not want to complete an order simply let the term for executing the order expire and do not authorize the order (using an SMS code or mobile application).

4. Can a transfer order that has already been authorized be cancelled?

If the maturity date for the payment order has not yet occurred, payment can be cancelled using Internetbanking. The "Overview - Transfer overview - Cancel order (ashtray symbol)" tab is used. If the maturity date has occurred and the payment has not yet been exported, the bank can cancel the order (via a personal visit to a branch or using Fio service within Internetbanking). Cancelling an unexported payment is subject to fees pursuant to the Pricelist for financial operations and services.

5. Can bulk payment orders be created?

Yes, use the "Place an order" tab and select bulk payment order.

6. I entered seven payment orders and not a single one has been authorized yet. I would like to authorize all of the orders at once. Can this be done?

Yes, use the "Overviews - Transfer overview" tab to select the bulk payment order option - create a batch, for which a single authorization SMS is sent or the full batch will be posted for signature to the mobile application (using the authorization method you have selected). Batches can be used to authorize two and more orders at the same time, including cash transfer or cancellation orders for such cash transfers.

Two control elements are used to create batches on the "Transfer overview" page. Checkboxes for marking unauthorized orders are in the "Action" column and the icon for sending the order to a created batch is shown in the header of the "Action" column.

7. Is is possible to automatically check credits form any account? I need to automatically pair credits in our accounting system.

ABO and GPC export formats are available in Internetbanking and are compatible with accounting programs.

The "Alert" tab is also available within Internetbanking. This tab is used to set up the various conditions for which information will be automatically sent to a mobile phone or email address as selected. An SMS sent to a mobile phone is subject to fees pursuant to the Pricelist while email is sent free of charge.

8. I probably forgot my password for logging in to the application, what can I do? I tried to enter it a number of times and the account is locked.

You have five attempts to enter a password when accessing the application. If your access is denied, please check whether you have an active both Czech and English keyboard, whether you are working in the correct mode of writing uppercase / lowercase letters (key "Caps Lock"), or whether you have enabled the numeric keypad (key "Num Lock") .

If it is still not possible to enter the correct password the access will be during the day temporarily blocked. This is indicated by "access blocked". After a period of deadlock, you can try to re-login. Time period of deadlock may not be in no way cancelled or shortened.

If you've forgotten the password completely, please, visit any branch of Fio banka and ask to issue a new password.

NOTE: To the highest degree of security to your account a new password may not be given in any other way than personal visit to one of the branches.

9. The sender sent a "Message for recipient" along with a credit. Where can I see this message in Internetbanking?

Message for recipient is an optional display field. Change the settings on the "Account movements" tab if you cannot see it in the application. A link to "Settings" is in the main navigation bar and displays all of the selectable display fields in the "Available columns" field. The columns currently shown in this tab are those that are visible in the "Selected columns" field. Use the check mark to define your display settings to include the currently selected tab (in this case for the "Account movements") and the confirm by pressing "Save view"

10. How can I name or rename by accounts so that I remember them better?

Use the "Account management" tab within Internetbanking. Scroll over with the mouse to display the drop-down menu and select "Account management". This will show all available accounts that can be edited. Use "Change name and priority" after clicking the edit account name icon to then change the priority for display purposes. For example, an account with priority "1" will always be shown in the first position.

11. How can I print or save an account statement?

An account statement can be printed directly from Internetbanking or can be generated in *.csv and *.gpc formats. At the same time a statement can be requested from any branch, and these statements will be stamped and signed.

12. Is there any limit on debits in Internetbanking?

The maximum debit payment issued in Internetbanking is not limited. An exception are expedited and priority payments, which are limited to CZK 2,000,000.

13. Is it possible to send some payments without authorization?

Yes, the following payments can be sent without authorization via SMS code or mobile application:

• payments between your own accounts
• payment of smaller amounts
• payments to your selected accounts

14. How do I set my payments without authorization?

For payments between your own accounts and small payments, you can choose this option in Internetbanking on the Settings - Authorization tab. You must authorize payment settings without authorization in Internetbanking, and you can cancel this setting without authorization. You can simply set your payments on your selected accounts using templates, see below.

15. I have set payments without authorization. I would still like to authorize all payments.

Of course, this setting can be turned off. You can do so in your Internetbanking on Settings - Authorization tabs. In your case you will see the text "not required" in the status column. Just click on "change" and confirm the request by pressing the "Send" button. You do not need to authorize this instruction.

16. What exactly does "payment of a smaller amounts" mean?

It works similarly to a contactless card payment, where you do not enter PIN for payments up to CZK 500. We set the CZK 500 limit initially and it is possible that over time, we will adjust it. You may only make maximum five such payments in a row (up to CZK 2,000) without authorization. When you try to make the sixth such payment we will ask you for a one-time verification for security reasons.

17. What does the term "payment to your selected accounts" mean?

Do you often send money to your family members or make repeated payments to a known account? When you make the first payment to such account, you create a template, authorize it for the first time and then you can make further payments to this account without authorization. In the Templates section you may also amend this setting for templates you created earlier.

18. How do these payments work?

When you create a new template, it is primarily saved as "Authorized (Signed)", which means that you will not need to authorize it over and over again when you use it.

• By filling in the value in the Amount field, you set the monthly limit for payment to the corresponding account - if you leave the Amount field blank, the monthly limit is not established. If you exceed the monthly limit, the authorization will be required for such payment.
• If you do not specify a Source account in your template, you can use the template to pay without authorization from any account, for which you have permissions. If you've filled out the source account, this template will be made available to anyone who has permission to this account. If you want all users of the template to be able to make payments without authorization, each user must first sign (authorize) the template. If any of these users makes a change in the template, the authorization (signature) of all users will be cancelled.

19. Can I set this up even for an already created template?

Yes, in the list of templates, you can see whether the template is signed or not. In the column Action, you may sign your template - click the checkbox, press the Send button and authorize the instruction. You may cancel this setting in the same way.

20. What if I enter a payment to a known account without using the template?

If your preset limit for payment to this account is sufficiently high (or if there is no limit), it will not be necessary to authorize the payment. The possibility to make payments without authorization, thus also apply to payments, whose parameters are identical to the parameters of a signed template. The only difference may be in fields Amount, Currency and Observation, all other data must be identical with a signed template.

Smartbanking

1. How to activate Fio Smartbanking?

After downloading from Google Play or the App Store, you can easily activate the app in a few steps. All you need is your phone and Internetbanking. Here's how to activate it.

2. I can't see all the accounts I have rights to. / I want to customize my home screen.

The default display of accounts in Smartbanking (including the order) is governed by Internetbanking. You can have an account you miss hidden, or you can have a filter set on a specific person. If you want to change this, click on the slider icon in the top right of the ACCOUNTS section - here you can not only select the accounts you want to display, but also name or colour them.

You can then add accounts to your Dashboard under the same icon, or "pin" widgets to it with the most frequently used features.

3. I need to share/copy my account number.

In the Accounts section, swiping will take you from the default "Transactions" tab to "Account Information". Here you tap and hold on the account number and a system menu will expand with the option to share or copy.

4. I want to contact the bank.

You can find the authorised Fio service communication on the Dashboard at the top under the envelope/message symbol. You can also make an authorized call to the helpline from the app (My Fio > Contacts).

5. My fingerprint/faceprint stopped working.

Apparently there has been a recent change in the biometric data set on your device (e.g. adding a fingerprint), then the app requires re-authorization settings for security reasons (My Fio > Settings > Biometrics). If you have forgotten your password/PIN, please follow the answer below.

6. I have forgotten my Smartbanking password/PIN for signing payments.

If you forget the password to access the app or PIN to authorize transactions, you need to unpair and re-pair the app with Internetbanking. The app itself will prompt you to do this if you enter the wrong password, or you can unpair your device in Internetbanking. Then, when you reactivate, you choose a new password and PIN for signing payments - you can also use biometric authentication (fingerprint/phone view) for logging in and authorization.

7. I want to authorize an Internet banking/card payment instruction online and I have not received the SMS, I see on the instruction that I have to authorize in the mobile app.

Apparently you have recently activated the new Smartbanking, whose default settings include confirming payments via the mobile app. You can find a more detailed description on our website here.

8. I didn't get a push notification.

If you do not receive a push notification (a notification displayed directly on your mobile screen that takes you to the mobile app when you click on it) when authorizing a transaction, you can confirm the order without it - you can log in to Smartbanking, where you will see the order waiting for confirmation and can click to approve it.

When confirming an order submitted from Internetbanking, you can also select "Did you receive a push notification?" at the bottom of the form - option "resend".

If you do not receive push notifications repeatedly, please check your phone settings to see if you have turned them off - see description here.

9. I'm not comfortable with the simple confirmation of internet transactions in the app.

The default setting allows you to authorize payments from Internetbanking or by card online via the app in quick mode, i.e. you can conveniently authorize a payment with just a click. If this does not suit you, you can change it in My Fio > Settings > Payment authorization, where you can disable the "Faster confirmation of instructions" option. You will then also need to confirm the instructions with a PIN/biometric.

If you have not found an answer to your question, do not hesitate to contact us using the online form.