FAQ
(Frequently Asked Questions)

• Business Client Manual

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  Our Business Clients Manual contains useful information about your daily interaction with UBB Online functionalities.

  Download the manual here.

• How may I register for the Online Banking?

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  How to register for the online banking service ?

  1. If you are an individual client, you can register for the online banking service in the following ways:

  • At a branch of the Bank
  • Via online registration through the online banking page of UBB - https://ebb.ubb.bg, Registration button

  Upon online registration you need to fill out your data in the registration form, after which a UBB employee will contact you for confirming your registration.

  1. If you are a corporate client, you can register for the online banking service in the following ways:

  • At a branch of the Bank

  Due fees and commissions for the online banking service:

  • The online banking registration is not bound with a fee
  • There is no monthly fee due for using the service
  • All other services, offered by UBB Online /UBB Mobile, are being charged as per UBB Fees and Commissions Tariff.

  If you need additional information, you can call the Contact Center at telephone number 0700 117 17, *7171 for local dialing or at number +3592 483 1717 for international dialing.

• Could a person under the age of 18 have online and mobile banking?

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  Youngsters, Bulgarian citizens between 14 and 18 years of age, who have opened an account with UBB, could use online and mobile banking.

  The following services are available:

  In UBB Online:

  • Statement of accounts balance and movement and deposits
  • Information about issued cards and transactions on them
  • Change username and password
  • Online banking login details
  • Change account name

  In UBB Mobile:

  • Statement of accounts balance and movement and deposits
  • Information about issued cards and transactions on them
  • Setting or changing an ePIN (3D Secure) for secure card payments on the Internet
  • Adding a card to a Google Pay/Apple Pay digital wallet
  • Information about ATMs and branches
  • Changing the PIN for logging in to mobile banking
  • Change the Light/Dark theme
  • Activation of push notifications for movements on the account/card

  How can online and mobile banking be activated?

  The minor, together with his parent or guardian, must visit a branch of the bank and sign an online banking agreement.

  Required documents:

  Identity documents of the child and of the parent/guardian

  Birth certificate of the child, respectively certificate of appointed guardian

  Other documents at the discretion of the bank in certain cases.

• Why is it necessary to use a single username for logging in to UBB Online?

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  A single username for logging in to UBB Online allows the user to have access to multiple profiles with one set of credentials. This means that you can log in to all your accounts with one username and password and an additional security tool selected. This saves time and effort by eliminating the need to remember multiple usernames and passwords for different accounts. It also significantly improves security by reducing the number of places where sensitive information is stored. After logging in, you will be able to switch between your different profiles from a drop-down list.

• What are Software and Hardware Tokens?

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  Software and Hardware tokens are means to generate unique codes through scanning a colour (Cronto) image, which is used for log-in authentication and confirmation of payments in online banking. They provide maximum security and fully comply with the regulatory requirements of the updated Payment Services Directive (PSD2).

  The software token is a part of our mobile banking application - UBB Mobile - while the hardware token is a device, which you can obtain at any branch of the Bank.

  Why should I use a software or hardware token?

  Using a token provides:

  • Security - additional protection upon log-in and execution of bank transfers
  • Universality - one token for all company and personal accounts
  • Convenience - easy to use
  • Mobility - anywhere worldwide, anytime
  • Independence - no SMS passwords

  How do I get a software or hardware token?

  If you have chosen to use a software token, all you need to do is download and activate the mobile banking application - UBB Mobile - free from Google Play and AppStore. The activation is enabled via a user name, log-in password and an additional access code, which you will receive with an SMS message. Upon activation you have to select a manner of use - with a PIN code or a fingerprint.

  You can obtain a hardware token at any office of the bank without making a request in advance, as a one-off fee is paid for its use, in accordance with UBB’s Fees and Commissions Tariff. The hardware token is activated through the online banking from the “Profile” menu with the “Activate Hardware Token” function, where you can also find detailed instructions. The use of the token is protected by a PIN code.

• What type of technical equipment is necessary for UBB Online?

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  You should have internet browser Edge, Mozilla Firefox, Opera, Chrome etc., as the access is performed with User ID, Login Password and a uniquely generated one-time code. One-time codes can either be sent as an SMS message or be generated by a hardware token, or by a software one, embedded in the mobile application UBB Mobile.

  You will be able to use the online banking functionality through a browser from a mobile phone or tablet only if you have an activated hardware /software token.

   

• Can I use UBB Online with tablet or mobile phone?

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  You will be able to use the online banking functionality through a browser from a mobile phone or tablet only if you have an activated hardware /software token.

• When do I receive a "Locked password" message when I try to launch UBB Online?

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  You have entered more than five times a wrong password for logging into UBB Online. To unlock the access, please, visit a branch of the Bank or call the Contact Center at telephone number 0700 117 17, *7171 for local dialing or at number +3592 483 1717 for international dialing.

• What type of document I can fill in to change my online banking profile?

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  Online banking data amendment card for individuals

  Online banking data amendment card for business clients

  Data Amendment Card for Online Banking for individuals aged between 14-18 years

• How am I to upload payment orders through File Import?

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  Please observe the following instructions upon structuring the files:

  • Information about the requirements and format of the files by chosen „Import From File“ option is available here
  • Information about the requirements and format of the files by chosen „Mass Payments“ option is available here
  • Information about the requirements and format of the files by chosen „Bulk Payments“ option is available here

• How do I order payroll payments through UBB Online?

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  For clients’ convenience UBB will accept payroll processing from any account in Bulgarian leva, as there will be one entry in the account movement, showing the total amount of the effected payroll transfers. Individual payments will be charged as per UBB’s Fees and Commissions’ Tariff for Business Clients (Fund Transfers section - „Mass Payroll Payments“).

  In order to add a account to the payroll payment function you need to visit your servicing branch and fill in an Online Banking Data Amendment Card, in which you have to provide the account details and state the representatives, authorized to dispose of the funds in it. The Data Amendment Card an be filled in and submitted through the Digital Requests portal in UBB Online.

  Payroll file format:

  • file to be filled in
  • file with the description

  Payroll files will be:

  1. Accepted without restrictions – 24 /7.

  2. Processed by UBB only during business days for the bank by 16.30 h., as

  • Upon insufficient account balance or a blocked account and in case the necessary funds are not ensured by 04.30 PM or the blocking is not lifted, the file will be rejected ex officio and will not be processed by the Bank. If funds are received in the account or the blocking is lifted before 04:30 PM, the file will be processed without the need for the client to re-upload it.
  • Files, uploaded after the cut-off time and on non-business days will be processed on the first business day to follow

   

  You will be able to track the status of each separate payment via specially developed reports in the Payroll menu. Additional options are provided for review, searching and sorting of the ordered payments.

• What is SEPA Instant transfer?

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  How does SEPA Instant transfer work?

  SEPA Instant transfer enables payments to be made instantly, 24 hours a day, 7 days a week, including weekends and public holidays.

  Transfers are processed via the SEPA Instant Payments scheme, crediting funds to the recipient’s account within seconds—provided the recipient’s bank supports SEPA Instant transfers at the time of processing.

  How is SEPA Instant transfer used in UBB Online?

  In UBB Online, the SEPA Instant transfer option is selected by default in menu "Local EUR Tranfer", and is available as a selectable option in menu "FCY funds transfer" by the payer.

  The SEPA Instant transfer checkbox triggers an automatic system check to ensure all necessary conditions for processing a SEPA Instant transfer are met, including:

  • availability of the SEPA Instant transfer service at the recipient’s bank;
  • the transfer amount complies with the applicable limits for SEPA Instant transfers;
  • the transfer currency is EUR;
  • the transfer has no supporting documentation.

  If any of these conditions are not met, the payment cannot be initiated as a SEPA Instant transfer.

  Is there a limit for SEPA Instant transfer?

  Yes. You can initiate a SEPA Instant transfer for amounts up to the bank’s maximum limit (currently EUR 50,000). For larger transactions, a standard SEPA credit transfer should be used.

  Can I schedule a SEPA Instant transfer for a future date?

  No. SEPA Instant transfers are executed immediately upon submission and do not support scheduling for a future date.

  What happens if the transfer is not executed?

  If the recipient bank is temporarily unavailable in the SEPA Instant Payments’ scheme, or for any other reason a SEPA Instant transfer cannot be executed, you will receive a notification and the funds will be immediately returned to your account.

  In such cases, you can initiate the transfer as a standard SEPA credit transfer and the payment will be processed on the same or next business day depending of cut-off times.

• What transfers can I initiate via UBB Online and what are their processing times?

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  With UBB Online, you can manage your funds conveniently and securely from anywhere. The main types of transfers you can initiate include internal bank transfers, interbank transfers in various currencies (including Standard SEPA credit transfer, SEPA Instant transfer, Express transfer ( TARGET2), SWIFT, as well as payments to government and institutional accounts.

  Internal transfers (between own or other UBB accounts)

  • These transfers occur between accounts within UBB’s system, whether between your own accounts or those of other UBB customers.
  • You can initiate these transfers at any time through UBB Online, and they are processed instantly.

  SEPA Instant transfer

  • Instant euro (EUR) transfers can be made to banks in the SEPA area—including countries both within and outside the European Economic Area—that support instant payments.
  • Funds are credited to the beneficiary’s account within seconds of the transfer initiation.

  Terms and Conditions:

  • Available 24/7 via UBB Online;
  • Transfer currency must be EUR;
  • The recipient bank must participate in the SEPA Instant scheme;
  • Maximum transfer amount: EUR 50,000;
  • No supporting documents (e.g. invoices) are required;
  • Charges are shared — both the sender and the recipient pay the fees due to their respective banks.

  Standard SEPA credit transfers

  • Euro (EUR) transfers that are not instant and are sent to banks participating in the SEPA scheme. These banks may be located domestically, within the EU/EEA, or outside the EU/EEA (such as the UK or Switzerland);
  • Charges are shared between the sender and recipient, each paying their own bank’s fees.
  • Standard SEPA transfers are processed only on business days.

  Submission deadlines:

  • Standard SEPA credit transfers can be submitted 24/7 via UBB Online, but are processed only on business days;
  • Same-day execution cut-off times are specified in the bank’s Tariff. Orders submitted after the cut-off time are processed on the next business day.

  Express transfer (TARGET2)

  Express transfers (TARGET2) are interbank euro (EUR) transfers, processed through the TARGET2 payment system;

  They are primarily used for high-value payments where same-day settlement is essential.

  Key features:

  • Executed only in EUR;
  • Processed in real time;
  • Typically used for large or high-priority payments;
  • Executed only on business days according to the TARGET2 calendar;
  • For customer convenience, UBB Online includes a TARGET2 option in the “Local Euro Transfer” and “FCY funds transfer” menus, enabling users to initiate such transfers when the relevant conditions are met.

  Difference between Express transfer (TARGET2) and standard SEPA credit transfer:

  • Express transfer (TARGET2): suitable for urgent, high-value EUR payments; processed in real time; involves higher fees;
  • Standard SEPA Credit transfer: suitable for routine EUR payments; generally, involves lower fees.

  Important:

  Express transfers (TARGET2) are not processed on weekends, public holidays, or TARGET2 non-business days. They are subject to the same-day cut-off times specified in the current bank Tariff in accordance with TARGET2 system rules. Transfers submitted after the cut-off time are processed on the next business day.

  SWIFT transfers

  SWIFT transfers are interbank payments made through the Society for Worldwide Interbank Financial Telecommunication (SWIFT) financial messaging network;

  They are used to transfer funds between banks worldwide in various currencies, including to countries outside the EU and the SEPA area.

  Key features:

  • Available in multiple currencies (EUR, USD, GBP, CHF, etc.);
  • Processed on business days according to the working hours of the involved and correspondent banks;
  • The time required for funds to reach the beneficiary bank depends on correspondent banking arrangements;
  • Fees are typically calculated as a percentage of the transfer amount, subject to minimum and maximum limits.

  When to use a SWIFT transfer:

  • For transfers in currencies other than EUR to banks within the EEA;
  • For euro transfers to banks that are not participants in SEPA or TARGET2.

  Important:

  • With SWIFT transfers, the following may apply:
  • Delivery times may vary depending on correspondent banking relationships;
  • Additional beneficiary information may be required.

  Payments from/to the Budget

  • These transfers are used to pay taxes, fees, or other obligations to government institutions and public budgets.

  Submission deadlines:

  • Budget transfers can be initiated 24/7 via UBB Online, but are processed only on business days.

  Why is it important to understand these transfer types and deadlines?

  Knowing the different transfer types and their processing times helps you:

  • Plan your payments more effectively;
  • Avoid delays in transfers;
  • Choose the most appropriate transfer method based on timing and your needs.

• What are Trusted Beneficiaries?

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  UBB Online provides you with an opportunity to create a list of trusted beneficiaries – this is a list with accounts of your counterparties, to whom you pay on a regular basis. For accounts, marked as such, the bank will require one-off payment confirmation with a code, generated by a mobile /hardware token or sent with an SMS, upon the initial payment. Upon each subsequent payment to that particular account you will not be required to confirm the transaction with an additional password.
  List of the accounts, for which the online banking will not require payment confirmation with an additional password upon transaction initiation, is available in Payments Menu>> Templates and Trusted Beneficiaries.

  For adding an account to the list you just need to make a payment to the respective counterparty and in the screen for payment confirmation with an additional password you should mark the Trusted Beneficiary option.

  For removing an account from the list, you should start Payments menu, Templates and Trusted Beneficiaries function, select the Trusted Beneficiaries tab and remove the respective account with the Delete button.

• How is the log-in and payment confirmation token used in UBB Online?

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  In order to activate the software token, run the UBB Mobile application on your phone or tablet and press the U-token button at the bottom of the screen. Setting the hardware token in scanning mode can be done by pressing the red button in the middle of the device.

  On the webpage of UBB’s online banking, https://ebb.ubb.bg/ , enter your user name and password. Press the Login button. On the new screen, scan the colour image (the so called QR code) by approaching your phone camera or the hardware token. After entering a PIN/Fingerprint, a code will be generated on the display. Enter it below the colour image and press the Confirm button.

  On this page you can quickly and easily switch to confirmation mode with a push notification, which you will receive at UBB Mobile. You can open it after PIN or biometric identification and confirm login with a flick of your finger, without the need to scan a QR image and enter the generated code.

  How is the token for signing used in UBB Online?

  Fill in the respective payment document and press the Confirm button. On the new screen, scan the QR code by approaching your phone camera or the hardware token. Compare the data about the account and the amount on the screen of the device with that in the online banking. Enter the generated code in order to confirm the payment.

  On this page you can quickly and easily switch to the mode of signing with a push notification, which you will receive at UBB Mobile. You can open it after PIN or biometric identification and after comparing the account details and the amount, confirm the payment with a swipe of your finger, without the need to scan a QR image and enter the generated code.

  What should I do in case of entered wrong PIN code?

  After entering five wrong PIN codes, the mobile banking application is being deactivated and you have to re-run the steps for its activation.

  With the hardware token, after the 5th wrong PIN, the device is being locked. In order to continue working with it, you have to reach our Contact Center at 0700 117 17, *7171 (+3592 483 1717 for international calls) or to visit a branch of the Bank to unlock it and set a new PIN.

• How do I export account movement to file?

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  There is an option to export data to Excel or export data in ASCII and XML formats.

   

   

   Information about the format of the files in ASCII and XML formats is available here.

   

• Can I print a PDF statement with my account movements?

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  In Account Movements menu there is a PDF Statement option, from where you can generate and print out an account statement for a given period.

  PDF Statements via the electronic banking are being generated at frequency, requested by you upon account opening. The system allows for visualization of up to 60 account statements in a single screen . The statement generation frequency can be changed at your servicing branch.

• Is a bank account statement available in MT940 format?

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  What is statement format MT940?

  MT 940 is a format developed by S.W.I.F.T. (Society for Worldwide Interbank Financial Telecommunication), which is used to send and receive daily bank account statements.

  With the MT940, you can receive electronically all credit and debit transactions booked on your bank account/s, as well as the day's opening and closing balance. The statement is generated in a machine-readable format, enabling it to be imported into your ERP/accounting system.

  • Technical specification of the MT940 format used by UBB AD can be found here: Accounts | from UBB | United Bulgarian Bank (ubb.bg)

  How can you request a receipt of a statement in MT 940 format for a bank account?

  UBB AD offers two channels for providing statements in this format to its customers.

  • Through the S.W.I.F.T system - registration could be done by the client by applying to a bank branch(Registration form can be found herе.)
  • Through UBB Online - registration is done independently by the user who has the rights to monitor movements on the account.

  Details of the service and the activation method can be found in the Accounts and Deposits | submenu Management of MT940, when logging into UBB online.

  You can request the receipt of the MT940 statement to be done simultaneously through both channels - S.W.I.F.T and UBB Online

  Advantages of statement in MT940 format

  • Widely spread and applicable format , which could be integrated into various ERP/accounting systems, enabling automatic processing of the information in the document.
  • Makes possible the optimizationof the management and monitoring of cash flows in your company.

• What should I do in case of difficulties in working with UBB Online?

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  Problems, while using UBB Оnline.

  • Upgrade your browser’s version. The new version of our Online Banking is not compatible with some old browsers, like Internet Explorer 10 and Firefox 47. Always be sure, that your browser version is up to date.
  • Clear your browser’s cache memory. Stored cache may hinder the display of up-to-date content in real time and trigger functionality problems.

  Tips how to clear your browser’s cache memory:

  • For Edge, go to three dots menu “…” in the upper right corner and select ”Settings”. Then select the “Privacy, search and services” from the menu, then go to “Delete browsing data” section and click on “Choose what to clear” button. A new window “Delete Browsing data” will open, where based on your preferences you may choose the needed option and execute the deletion through the Clear now button.

  • For Mozilla Firefox, go to Menu Button, select History and click on Clear Recent History, where based on your preferences you may choose the needed option and execute the deletion through the Delete button.

  • For Google Chrome, go to Menu and select Settings. Select Clear browsing data button, where based on your preferences you may choose the needed option and execute the deletion through the Clear browsing data button.

  After you have successfully cleared the cache memory, restart your browser.