Frequently asked questions about Savings Bank's services

• Opening an online banking contract.
• Opening locked online banking codes at our branches. Remember that in most cases you can unlock the codes yourself, as long as you have activated the service for locked bank codes. 

Online banking messages is a secure way to take care of your banking errands. With an online message, you can:

• Request for a refund if you accidentally made a payment to an unknown recipient. However, if you know the person who received the payment, ask them directly to repay the money back to you. 
• Close a payment card by sending card specific details, such as the last four digits of the card.
• Open a locked payment card. (If locked at an ATM)
• Make an address change.
• Make changes to the user rights to your account. 
• Make changes to your bank statement, for examples switching from paper to online bank statements.  
• Ask for old banks statements, which are no longer available to find directly from the online banking portal.
• Make changes to your children’s payment card usage limits. This requires a message from both parents.
• Order a new payment card to replace a damaged one. 
• Ask for an account statement. 
• Make a withdrawal from your savings insurance. In the message, write how much you which to withdraw, the number of the savings insurance, the account number of the account you want the money transferred to and information of you tac liabilities. 

Our online services are for now, only available in Finnish and Swedish. If you have any questions, or need any help, please do not hesitate to contact us. You can contact our customer service directly by online chat, or phone, Mon-Fri from 8 am to 8 pm and on Saturdays from 10 am to 2 pm. Our phone number is 010 773 6777.

You can search for salary specification from the following providers: Tieto, CGI, Enfo, Aditro, and Maventa. You can find the salary specifications in your online bank under Tilit ja Kortit > Verkkopalkka. Choose a provider and click Hae palkkalaskelma. After being re-directed to the provider’s service, you can browse your salary specifications. 

If the e-salary page does not open, it may be due to the setting that blocks pop-up windows. Enable pop-ups in your bowser settings and try again. If this does not help, ask the online salary provider to look into why the service is not working. The provider produces the content, and therefore we recommend that you contact them regarding any issues.  

Online banking is a convenient way for you to take care of your banking errands, in our online bank you can for instance:

• Check your account balance, review card transactions and print receipts.
• Make payments within Finland, and abroad, as well as transfer money between your own accounts. 
• Create recurring payments and payment templates.
• Create and delete agreements for e-invoices and review incoming invoices. You can also use a notification service for incoming e-invoices. 
• Open a savings account, or apply for a checking account. 
• Search online bank statements and salary specifications through e-salary.
• Calculate the value for different currencies by using the currency calculator
• Manage you payment cards, for examples:

- check the credit balance on your Visa card
- apply for a new card
- apply for a higher credit limit for your credit card
- review transactions on your credit card
- order a new PIN-code for your payment card
- make changes in your card usage limits and other card settings (country restrictions and online shopping restrictions)
- make a Visa-account transaction

• Apply for a student loan.
• Check your loans, and

- make additional installments, or pay upcoming installments 
- obtain an interest certificate
- obtain a list of upcoming installments (amortization and interest)
- use the loan calculator to apply for a new loan

• Follow the stock market.
• Follow the situation of your fund investments
• Check the situation of your assets (account, savings, and insurances) as well as:

- make fund orders and fund savings agreements
- buy and sell stocks
- obtain reports of your assets

• Make changes to your personal information, change passwords, change to a new code card, activate additional conformation for payments, and change the countries to which you can make payments.
• Prevent access to the online bank for a certain period, for examples during a trip.
• Unlock online banking codes.
• Fill out a loan application.
• Book a time for an appointment.
• Send secure messages to your bank, and read messages from your bank. 
• Review your agreements in the archive, such as account agreements and card applications.
• Sign electronic documents send from the bank.

• Make payments in Finland and other SEPA-countries. 
• Transfer money between own accounts. 
• Edit and delete payments that are due/or confirmed. 
• Look at your card transactions.
• Check the balance on your Visa-card and the balance of your loans.
• Check the status of your fund investments.
• Send a message to your bank and read messages from your bank.
• Check where you can find your nearest ATM or branch.

Please be aware that our documents are only available in Finnish or Swedish, so knowledge in either of the two is a prerequisite, or that you have someone to translate for you. 

The easiest way for you to ask your bank to contact you is to send a message in your online bank, or to fill out a contact request.

Due to security reasons, we do not recommend sending emails containing confidential information. However, you can always send a message though the online bank. This way we can verify your identity, and process your request.

You can book an appointment to a branch, directly in our booking calendar, (the calendar is in Finnish). 

If you are having trouble logging into the online bank, check that your browser is up to date. It may also help if you delete your browser history and cookies. You can also try another browser.

Bookmarks or links may be outdated and cause problems. It is therefore good to now and then log into the online bank with a fresh link. https://www4.saastopankki.fi/pankki/kirjautuminen?0

If the pages open, but are empty, it is probably because the browser does not allow JavaScript. You can fix this yourself in the settings in your browser. It is important to note that Java and JavaScript are two different things. Therefore, we do not require you to install Java on your computer in order to use the online bank.

If you locked your online banking codes, you have two options:

• If you have previously registered for the service for unlocking bank codes, you can open the codes yourself. In this case, when trying to log in the internet bank, you will see the message “verkkopankkitunnuksesi lukittu. Voit avata lukituksen tästä” or “Nätbankskoderna har gått i lås. Du kan öppna koderna här.” When you click either “tästä” or “här” and you will be able to continue.  You will receive a code by text message, to the phone number that you have registered for the service. Use this code, and follow the steps to unlock the codes. 
• If you have not registered for the service you should visit you closest branch with cahier services, or book an appointment to a branch of you choice. Remember to bring identification (passport of ID-card). 

If your card is lost or stolen, it is important that you immediately call the deactivation service +358 20 333. The service is open 24/7.

If you are having trouble using your card, make sure that: 

• you have enough money in your account to make the payment
• the card has not expired
• the usage restrictions are not fulfilled. You can see the security limits in your online bank, and make any adjustments needed.

If the card does not work it may be due to a temporary contact issue in the card terminal, or the PIN-code has locked. You can unlock the PIN-code at an Otto ATM-machine, or you can send a message in the online bank or visit a branch. 

If your card, especially the chip has visible damage, send a message through the online bank about the issue, and we will order a new card to replace the damaged one. 

• The card has locked at the ATM because by entering the wrong PIN too many times: Send a message through the online bank or visit your nearest branch. 
• The Debit-function has locked: If you remember the PIN-code, you can unlock the card at an Otto-ATM.
• The Credit-function has locked:  Call Visa Credit-customer service 09 6964 6014 Mon-Fri 8 am - 8 pm.

If your old code card still has unused security codes you can send us a message from your online bank, and ask for a new code card to be sent to your home address.

If you have used all the codes on the old code card, you can collect a new one from your nearest branch at the cashier service, or book an appointment. 

We do not offer currency exchange at all of our branches, as the need for the service has decreased noticeably. You can exchange money securely at, for example, Forex or at the airport.

You can also withdraw local currency with your Savings Bank card in Visa approved ATM’s abroad. 

Opening an account for a child is possible at the branch, with both guardians present. In cases of sole custody a legal document if required.

A 15-17 year-old can open an account by him- or herself for depositing money that they have the legal right to decide over, such as salary income. It may be good to have a work contract or something similar to explain your salary income.

As a student, you can get the Savings Bank’s Credit / Debit card with a credit limit of 2,000 euro if you have completed at least 50 credits in a domestic university.

Apply for the card in your online bank, and send your university statement of records for processing to the address: luottokortit@saastopankki.fi.