1. I get a message “The user has active session".
Active session occurs, when the user has not used for logout button “Logout" on the application and has closed the browser directly. In this case, the user has to wait 10-15 min., to restart the browser and to load the page again.
2. What should I do if I have forgotten my password?
You have two options here.The first one is to recall your password taking due care of the correctly typing of the lower case and upper case letters, and the digits. Check whether you have switched to Cyrillic. The second option is to reset the password online from Forgotten password option or to request a new Access code in office of the Bank and to receive new username and password. The Bank’s rules requires, the request to be made by the e-banking user, personally in office of the Bank.
3. Signature – How to sign and send a payment?
In menu “Transfers", tab. Current/ tab.pending you can to see the orders waiting signing and sending for execution.
Signing – Click on an icon
Depending on the browser and the certificates installed on the computer, select a certificate wherewith you will sign. Confirm with “Yes" the messages upon using of the certificate.
Sending - Click on an icon
4. Transfers – What is a Transfer status and what is the meaning of it?
Description of the transfer statuses:
- Successfully sent – Final status. The transfer has been processed and recorded in the banking system. Generally, flow has been generated under your account. The exceptions are some foreign currency transfers, which require extra documents, and the Mass Payments, which are subject to extra processing.
- Signature collection – The initial transfer status. Such transfer will not be executed and processed until it is signed and sent by the customer for processing by the banking system. In order to sign and send, click on the respective icons.
- Awaiting execution – The transfer waits processing by the banking system. The transfer can remain in this status throughout the business day set as the execution date at most. If the banking system has not processed it in the meantime, it will be formally rejected. Check your account funds for the transfer execution date.
- Rejected – Final status (such transfer will not generate movement under your account). The banking system has processed and rejected this transfer. Check the reasons for the rejection in the menu Transfers – Report section. Create a similar transfer and correct the erroneous data.
- Unsuccessfully sent - Final status (such transfer has not been sent to the banking system for technical reasons and will not be resent). Create a similar transfer and resend it.
- Locked (in queue) – Temporary status – currently processed – check the status a little later.
- Expired validity period - Final status (such transfer will not generate movement under your account). If you wish, create a similar one and send it.
- Cancelled by client - Final status. No effective impact on the account balance and available funds in your account.