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 70, *7171 for local dialing or at number +3592 483 1717 for international dialing.

  • 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 Internet Explorer, 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 toke.

     

  • 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 toke.

  • 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 70, *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

  • 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:

    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 does the "Instant (BLINK)" fund transfer option mean?
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    What does the „Instant (BLINK)“ fund transfer option mean?

    Execution of a fund transfer via the Instant Payment (BLINK) mechanism, 24/7 with near-instant processing and crediting the beneficiary’s account within seconds.

    Can I order an „Instant (BLINK)“ fund transfer for an amount exceeding BGN 30 000?

    No, you cannot. For amounts exceeding BGN 30 000 you can use a standard fund transfer by switching off the „Instant (BLINK)“ option, or via RINGS upon fees as per the Bank’s Tariff.

    What is the difference between fund transfers with and without a selected „Instant (BLINK)“ option?

    Fund transfers without a selected „Instant (BLINK)“ option are being executed as standard fund transfers via the BISERA system, only on business days until 19:30h. Fund transfers with a selected „Instant (BLINK)“ option are being executed  24/7 with near-instant processing and crediting the beneficiary’s account within seconds.

    What is the difference between an „Instant (BLINK)“ fund transfer and a RINGS fund transfer? An instant fund transfer can be ordered for amounts up to or equaling BGN 30 000 only to a bank, participating in the Instant Payments (BLINK) mechanism, 24/7, with near-instant processing and crediting the beneficiary’s account within seconds. The RINGS option is also admissible for amounts up to and exceeding BGN 30 000, it is mandatory for amounts exceeding BGN 100 000 and is being executed only on business days at a higher fee as per the Bank’s Tariff.

    Can I order an „Instant (BLINK)“ fund transfer with a Future Execution Date  (Future Value Date)? No.

    Can I order an „Instant (BLINK)“ fund transfer with a switched off „Send“ option and send it later? Yes.

    Who will receive a notification about an unsuccessful Instant (BLINK) Transfer of a business client? The company representative, who has created the payment order.

    What should I do if I receive a notification about an unsuccessful Instant (BLINK) Fund Transfer?

    Due to temporary unavailability of some participants in the Instant (BLINK) Payment Scheme, you need to order it as a regular fund transfer by unchecking the „Instant (BLINK) Fund Transfer“ option in the payment order.

    Can I receive an Instant (BLINK) Fund Transfer to an account in foreign currency?

    No, incoming Instant (BLINK) Fund Transfers are being accepted only if the beneficiary’s account is in Bulgarian leva.

  • What is the cut-off time for acceptance of fund transfer orders?
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    • Interbank fund transfers in Bulgarian leva (BGN)

    RINGS - services interbank fund transfers in BGN, in real time within Bulgaria’s territory.

    The cut-off time for acceptance of payments via RINGS with same-day value date is 03.00 PM.

    BISERA - services interbank fund transfers in Bulgarian leva (BGN).

    The cut-off time for acceptance of payments in Bulgarian leva via BISERA with same-day value date is 07.30 PM.

    The cut-off time for acceptance of BGN fund transfer orders to the State Budget via BISERA with same-day value date is 03.00 PM.

    • Interbank fund transfers in foreign currency

    SEPA in an international payment system for execution of interbank payments in the euro currency to countries from the European Economic Area (EEA).

    Express fund transfers via the TARGET system are being executed only in EUR to banks in countries from the European Economic Area, participants in the TARGET system.

    SWIFT is an international payment system for effecting interbank payments in currencies, other than euro, to banks in this country and abroad, as well as fund transfers in the euro currency to banks outside the EEA.

    The cut-off time for acceptance of interbank fund transfer orders in foreign currency via the online and mobile banking functionalities is 03.30 PM.

    Payments, ordered after the above stated hours will be executed on the next business day. 

  • 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.

  • Why do I receive a message "Invalid signature" or "Your certificate is not valid for signing" when signing payment documents?
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    If you are using Internet Explorer open archive file from here (with Open), start configuration programs (with double click) and buttons in them, after that restart the browser.

    If you cannot open or start the programs follow the instructions:

        • From Tools menu, choose Internet Options and open Security tab.
        • Mark Trusted sites zone and click on Sites button.
        • Enter address of UBB Internet banking - https://ebb.ubb.bg and click on Add button.
        • Confirm with OK / Close and after that click on button Custom Level…
        • Change settings of ActiveX controls and option for certificate, as follows:
          • Download signed ActiveX controls - Enable.
          • Download unsigned ActiveX controls - Prompt.
          • Initialize and script ActiveX controls not marked as safe - Enable.
          • Run ActiveX controls and plug-ins - Enable.
          • Don't prompt for client certificate selection when no certificates or only one certificate exists - Disable.
        • Click OK button and confirm changes with Yes.
        • Restart the browser.

    If again receive same message:

    • Check are there correct date and time on your computer.
    • From the menu "Tools" turn OFF "ActiveX Filtering", if it set to ON.
    • If an yellow ribbon appear with question for insalation, click on it and select Install ActiveX.
    • It is possible that your browser does not allow to install the Microsoft's component capicom.dll. About Internet Explorer 9 or newer versions, after opening "Tools" menu and choosing "Manage add-ons...", find and mark in the list "Settings Class" and click "Enable" button.

  • 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.

    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 herĺ.)
    • 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 Înline.

    • Upgrade your browser’s version. The new version of our Online Banking is not compatible with browsers, older than Internet Explorer 10 č Firefox 47.
    • 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 Internet Ĺxplorer, go to Tools menu and select Internet Options to have the General register shown, then from Browsing History select the Delete button and a new window Delete Browsing History will open, where based on your preferences you may choose the needed option and execute the deletion through the Delete 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.