Frequently asked questions about Savings Bank's services

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. As a private customer, you can see the security limits in your online bank and make any adjustments needed. The security limits of corporate customers can be changed by sending an online message.

If these instructions did not help you to solve the issue, click here to determine the fastest and most suitable way to solve the issue.

• The payment card has been locked due to entering a wrong password entry at an Otto ATM: Call +358 10 773 6730.
• The payment card has been locked at a payment terminal: If you remember your PIN code, you can unlock the card by visiting an Otto ATM.
• If you have a company’s Eurocard credit card, please contact the service provider directly.

If you cannot pay in an online store, here are a few possible reasons:

• Make sure that there is enough balance on your account and that you have enabled online purchases with your card
• Recommendation: Use the Google Chrome or Microsoft Edge browser as there have been problems with the Safari browser.
• If you are a corporate customer, please use the cardholder’s personal Savings Bank online banking codes.

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. 

When you make online and app-based purchases with a Savings Bank corporate card, you need to confirm your purchases.

You can confirm online and app-based purchases using your own personal Savings Bank banking credentials, or you can enable Savings Bank's text message confirmation service for your corporate card.

Enabling the text message confirmation service:

1. Register your Savings Bank corporate card for the text message confirmation service. Log in and register for the service. The service is currently only available in Finnish.
2. When registering, you can use personal banking credentials for any bank operating in Finland, or Mobile Certificate, for authentication.
3. Create a password for yourself. The password must be 10 characters long and contain at least one lowercase letter, one uppercase letter and one number.

Once you have completed the registration, you can use the password you created, paired with a one-time confirmation code sent as a text message, to confirm online and app-based purchases made with the corporate card. You can also use the same website to change your password or disable the text message confirmation service for your corporate card.

1. Log in to the online bank and update your information. (Look for "Omat tiedot" under your name)
2. Open the account in your online bank by selecting Tilit -> Valitse avattava tili -> Avaa käyttötili. Transfer the amount of the rental security deposit to the account you opened.
3. In an online message, enter the number of the account you opened and the amount of money transferred to the account. Attach one of the following types of images to the online message: 
   a. photos of all pages of the lease agreement, signed with a pen, or
   b. photos of all pages of the lease agreement, signed electronically. If the agreement was signed electronically, the signing credentials must be visible in the attached photo.
4. In the message, specify the account to which the cost of the rental security deposit declaration can be charged. You can find your bank's price list on your bank's website.
5. We will charge you for the cost of the rental security deposit declaration and send you the Rental Security Deposit Declaration form by post. You need to sign the form and submit it to your lessor.

If you do not yet have online banking credentials for Savings Bank, click here to find out what is the fastest and most suitable solution for you.

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.
• 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.

We recommend that you always log in to the online bank through the saastopankki.fi website. You can go to the Savings Bank online bank by clicking the button “Netbank” in the upper right-hand corner of the page.

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.

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. The online bank service languages are Finnish and Swedish.

To use Säästöpankki Mobiili, you also need the Säästöpankki Tunnistus application. Download the applications free of charge on your phone or tablet from the application store for your device:

1. Open App Store or Google Play
2.  Type Säästöpankki Mobiili in the search field
3. Select the application and install it
4. Open the Säästöpankki Mobiili application
5. Select ”Kirjaudu sisään”
6. Enter your online banking user ID in the application
7. Use the Säästöpankki Tunnistus application for authentication
8. Säästöpankki Mobiili is ready for use.

Enable fingerprint or facial recognition

You can use fingerprint or facial recognition to log in to Säästöpankki Mobiili quickly and easily. To enable the feature, go to Profiili > Asetukset > Sormenjälki/Kasvojentunnistus.

Option 1: Create new user profile

You can create a new user profile in the Säästöpankki Tunnistus application.

1. In the Säästöpankki Tunnistus application, select settings (three lines)
2. Add a user profile, and follow the instructions provided by the application.
3. When the new user profile is active, you can delete the old user profile for which you no longer remember the PIN.

Option 2: Activation with a key code card

Delete the app completely and download it to your device again. The application will then ask you to create a new user profile.

Activation with a key code card

1. In the Säästöpankki Tunnistus application that you downloaded, enter your online banking user ID and password (6–8 characters in length and created by you previously).
2. Enter the requested number from the paper key code card.
3. After authentication, select "Lähetä vahvistusviesti".
4. You will receive a text message on your phone with the verification code needed to activate the Säästöpankki Tunnistus application.
5. Set a personal four-digit PIN for your Säästöpankki Tunnistus application. Do not share your PIN with others or write it down in an unprotected location.
6. Enter a name for the user profile in the Säästöpankki Tunnistus application. This can be your name, for example.
7. Next, you will receive a text message confirmation of the activation of the Säästöpankki Tunnistus application.
8. The application is ready for use when you see the following text in the start-up screen of the Säästöpankki Tunnistus application: "Valmis. Tunnistussovellus valmis käytettäväksi”! Next time you need to confirm something, it will be shown in place of this text.

Using the unlocking service for locked banking credentials

If you have the service for unlocking banking credentials in use, after you have entered the wrong password five times, the online bank will be locked and you will see a message stating "Verkkopankkitunnuksesi on lukittu. Voit avata lukituksen tästä”  on the login page of the online bank.

To unlock the service, you will need the following:

• your personal ID or business ID
• the user ID part of your banking credentials
• the code you receive on your mobile phone
• a paper key code card

1. Click the text "Voit avata lukituksen tästä" and follow the instructions you see on the screen
2. Log in to the online bank by selecting the "Avaintunnuskortilla" tab.
3. Enter your user ID and, as the password, enter the key code corresponding to 01 on the key code card.
4. You will receive a verification code as a text message. You need to enter that code. Check that the message ID on the screen matches the one in the text message.
5. You will be redirected to the password reset page. Enter a new password with a length of 6–8 characters. After creating the password, you will be able to use the online bank normally.

If you have the Säästöpankki Mobiili and/or Säästöpankki Tunnistus application in use, you can now continue to use them as normal.

If these instructions did not help you to solve the issue, click here to determine the fastest and most suitable way to solve the issue.

Enabling the unlocking service for locked banking credentials

Enabling the unlocking service for locked banking credentials can spare you from many problems. Follow these steps to enable the unlocking service:

1. Log in to the online bank using your banking credentials.
2. In the menu under your name, select "Lukkiutuneiden verkkopankkitunnusten avaus".
3. Enter your mobile phone number and the requested key code card security code and click Vahvista.
4. You will receive a text message regarding your registration for the service at the mobile phone number you entered.
5. Enter the code indicated in the text message in the corresponding text field in the online bank and click Vahvista.
6. You will then receive a notification of successful registration in the online bank. The unlocking service for banking credentials is now available to you when you need it.

The Savings Banks primary service languages are Finnish and Swedish, however, several of our customer service representatives, and experts speak English and are happy to help you. The easiest way to get started with is to call our customer service 0100 5252. If you are calling abroad, please dial +358 10 773 6777. The service in English is available Mon-Fri from 10 am to 4 pm.

Please note that the bank has the right to require the customer to arrange official interpretation for using the bank’s services.

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.

Private customer: Start by filling in a mortgage application or a general loan application. Please note that we provide our service in Finnish and Swedish.

Corporate customer: Please fill in your corporate bond application here. Please note that we provide our service in Finnish and Swedish.

1. Log in to Säästöpankki Mobiili
2. Update your customer information to ensure the smooth processing of your application. Select: Profiili > Muut tiedot > Tarkastele ja muuta tietojasi (tap the pencil icon)
3. On the Varat tab, select the loan under Lainat and then tap "Lähetä lainan muutospyyntö"
4.  Specify the desired duration of the requested instalment-free period and enter your reasons for the requested change. Remember to also enter the desired start date for the change
5. When you have completed the information, tap ”Siirry vahvistamaan muutospyyntö”. Check the summary of the change and confirm the change request.

1. First, you need to get a loan guarantee from Kela. Visit the Kela website for instructions on applying for a loan guarantee.
2. Before you fill in the application, please update your information in the online bank to speed up the processing. You can find the information in the online bank by selecting your name at the top of the screen and then selecting Omat yhteystiedot.
3. When you have received a decision on the loan guarantee, you can apply for a student loan via Savings Bank's online bank. To fill in the application, select Lainat > Tee opintolainahakemus. Your application will be processed within a few business days.
4. You need to submit a new student loan application for each academic year. The student loan can be disbursed in accordance with either Kela’s guarantee or your own disbursement plan.
5. If you are a minor, please book an appointment at Savings Bank with your guardians. You will need your guardians' consent for the student loan if you are under 18 years of age.

• As long as you are studying and you receive a study grant, the interest on your student loan is capitalised twice a year. This means that the amount of your student loan increases twice a year by the amount of the interest.
• The interest on the loan is capitalised for one further academic year after your final month of receiving the study grant. Only then will the repayment of the interest on the loan begin.
• A repayment plan will be established for your loan approximately 1.5 years after graduation or the discontinuation of studies, that is, starting from the time when you no longer receive the study grant.
• The term of the loan and the manner of its repayment will be agreed together with the bank, and amendments to these can also be made later, if necessary.
• In the repayment plan, the student loan is, as a rule, amortised on a monthly basis in equal monthly instalments. Each payment includes both interest and the amortisation of principal.
• If you wish, you can repay your remaining student loan in full at any time. However, you should note that early repayment may reduce the amount of any tax credit for student loans or student loan compensation you may be eligible for. Please check this with Kela before repaying your student loan.

Would you like to know how student loans are disbursed in practice?

1. The entire student loan in one go according to Kela's disbursement plan

The easiest and cheapest option is to have the entire student loan disbursed directly into your account according to the disbursement plan outlined by Kela.

• The processing fee is only charged in connection with the first disbursement.
• You can see the loan amount and the disbursement dates in the decision you receive from Kela.
• The bank cannot change the disbursement dates or amounts decided on by Kela.

If you select this option, leave the nostopäivät (disbursement dates) and erien suuruus (size of instalments) items blank in the student loan application.

2. Student loan disbursement according to your own plan

You can also have the student loan disbursed in several instalments according to your own plan. While this provides flexibility, it requires additional action on your part:

• You need to contact Savings Bank every time you wish to draw down on the loan.
• The easiest way to draw down on the loan is to use the chat function in Säästöpankki Mobiili.
• Each partial disbursement is subject to a fee in accordance with the bank’s price list.

If you decide to use your own disbursement plan, enter Muu nostosuunnitelma (Other disbursement plan) in the application, and specify the disbursement dates and amounts yourself.

1. Start using Savings Bank's securities service (which includes a book-entry account) via online or mobile banking. If you do not have Savings Bank online banking credentials, click here to find out how to proceed.
2. Collect information on the foreign securities to be transferred to Savings Bank, their amounts and purchase information, and deliver the information to your Savings Bank branch. You can get more detailed instructions on this from your bank by sending them an online message, for example.
3. Your Savings Bank will manage the transfer of the securities on your behalf.

1. Start using Savings Bank's securities service (which includes a book-entry account) via online or mobile banking. If you do not have Savings Bank online banking credentials, click here to find out how to proceed.
2. Send an online message via the Savings Bank’s online bank or mobile bank, specifying your book-entry account number (35 characters) and stating that you wish to transfer the account to Savings Bank.
3. If you would like the purchase information to be updated for the securities transferred with the book-entry account, please submit this information to Savings Bank in connection with the transfer request.

When we update the purchase information on your behalf in connection with the transfer, you can monitor changes in the value of your holdings and, when you sell shares, the necessary information is also available for your pre-completed tax return. Please note that purchase information is not automatically transferred between service providers.

Transferring a book-entry account is free of charge and takes five business days.

1. Have the personal identity code of the deceased person ready.
2. Scan the documents into PDF files or take pictures of them (JPEG file). Name the files.
3. Log in to our electronic services using your banking credentials.
4. Select ”Kuolinpesään liittyvien asiakirjojen lähetys”.
5. Confirm the submission of the documents electronically using the online banking credentials for a bank operating in Finland.

Sending invoices electronically

• You will need the personal identity code of the deceased person and the Savings Bank account number from which the invoices will be paid.
• Scan the invoices into PDF files or take pictures of them (JPEG file). Make sure that the barcode of the invoice is visible.
• Log in to our electronic services using your banking credentials.
• Select "Kuolinpesän laskujen lähetys" and enter the number of the deceased person's account from which the invoices will be paid. All of the invoices are signed electronically in one go at the end of the process.
• Submit invoices for payment at least five business days before the due date.
• Invoices sent through the electronic channel are paid on the due date. The payment is subject to a service fee in accordance with the service price list of the deceased person's Savings Bank.

If sending invoices electronically using the online banking credentials for any Finnish bank is not an option, check the other methods of sending invoices here.

A deceased person's balance statement

We send the deceased person's balance statement and a guide on managing the banking of the estate of a deceased person to the deceased person's last known postal address. If necessary, contact Posti to redirect the deceased person's mail as soon as possible so that mail sent by the bank is delivered directly to the correct address.

The deceased person's balance statement is required for the estate inventory. The surviving spouse also needs a balance statement of their accounts for the estate inventory. Click here to find out how you can order a balance statement more easily.

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.