Frequently asked questions about Savings Bank's services

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 Bookmarks or links may be outdated and cause problems.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.

I locked my online banking codes by accident

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 to the online bank, you will see the message “Verkkopankkitunnuksesi lukittu. Voit avata lukituksen tästä” When you click “tästä”, 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 cashier services, or book an appointment to a branch of you choice. Remember to bring identification (passport or ID-card). You can check the opening hours here (in Finnish). If you cannot proceed, please submit a contact request.

• If your online banking codes have been locked due to entering a wrong password and if you have previously registered for the service for unlocking bank codes, you can open the codes yourself. Note: Please follow the on-screen instructions (the instructions are in Finnish).
  
  In this case, when trying to log in to the online 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 the underlined word “tästä” or “här”, 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 the codes have been locked for another reason and you have the online banking codes of another bank operating in Finland, please call our customer service.

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. 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 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.

You can also contact us in the online bank’s chat with authentication.

• 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.

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. We recommend that you use the online bank’s chat or submit a contact request form.

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.

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 an English speaker, please enter a comment about this in the “More information” section of the appointment. Please note that the bank has the right to require the customer to arrange official interpretation for using the bank’s services.

For all banking services, you will need an identification document that is approved by authorities and has a photograph (e.g. a passport).

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.

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 in Savings Bank internet bank.

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.  

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.