FAQ (Frequently Asked Questions)

• What I need to know about U-code?

  
  

  What is a U-code?

  U-code is an electronic device, which generates dynamic passwords for single use, serving as additional identification in view of enhancing the security of access to Internet banking, when used for active operations.
  
  

  How does U-code function?

  By only double pressing the U-code button you receive secure access to UBB Internet banking.
  
  Step one:
  • Press the U-code button to have a single use password generated, and then enter it in the U-online website.
  Step two:
  • Press again the U-code button to receive a validity code for the U-online website, then compare it to the one showed by the Internet banking.
  
  
  

  Why should I choose U-code?

  U-code provides you with:
  • Security - additional protection for effecting operations, alongside with your login passwords and banking certificate.
  • Universality - one U-code device for all company and personal accounts.
  • Convenience - user-friendly, with no additional installation of software.
  • Mobility - access any time, anywhere worldwide.
  • Independence - no SMS passwords.
  • Reliability - up to 5-year usage period of the U-code device.
  • Low price - usage fee payable once-off.
  • No restrictions - for all clients of the Bank.
  
  Additionally, you are provided with the opportunity to:
  • Apply for a new certificate through U-online.
  • Download a new certificate with your U-code password.

  How can I obtain a U-code?

  In UBB branch network. A U-code device that has shown a defect within 2 years of its receipt shall be replaced free of charge.
  
  

  What should I do upon obtaining a U-code device to start using it?

  Initiate Internet banking at https://ebb.ubb.bg after you have installed the certificate, issued by UBB, and then follow the instructions on the screen of your PC.
  
  

  What should I do if I have lost the U-code device or it does not function?

  Contact your servicing branch or call E-Banking at +359 (0) 700 117 17 or +359 2 980 22 35 and inform the Bank to have the U-code device blocked. You can obtain a new device in any branch of the Bank.
  
  

  If someone has found my U-code device, can he/she use it?

  No. U-code functions only for a specific user and cannot be used for others, with whom it has not been associated.
  
  

  Why upon entering my U-code password, the system generates a message "You have entered a wrong code. Please, try again. You have limited number of trials."?

  You have been entering a wrong U-code password or the device has not been synchronized. Try again. U-code will be synchronized automatically upon your next attempt. If the problem persists, refer to the branch for a check.
  
  

  Why is the website validity code different from the U-code one, after I have entered correctly the U-code password at step one?

  More than 32 seconds have elapsed since entering of the password at step one, or you are not on U-online website. Start again.
  
  

  Why are the two codes on the second screen different from those which U-code shows me?

  More than 32 seconds have elapsed since entering the password at step one and U-code has generated a new access password and a website validity code. Click on the "Cancel" button and start again, by entering and confirming the password, after which check the code within the described period of time.
  
  

  Why after I login in U-online or I have entered the U-code password, the system generates a message "Your U-code device is locked, because of entering too many wrong codes. Please contact Your branch (E-banking at +359 700 117 17) to unlock the device."

  You have several times entered a wrong U-code password, due to which the device has been locked. Contact your Servicing Branch or E-banking at telephone number +359 (0) 700 117 17 for restoring operation with the device.
  
  

  When and how can I use U-code for obtaining a new certificate?

  You can use U-code for obtaining a new certificate in the following cases:
  • If the validity period of your certificate, issued by UBB, has expired.
  • If your certificate, issued by UBB is valid, but you have lost it, you do not have a back-up copy and you wish to receive a new one ahead of expiry date. In this case a fee is collected in accordance with the Bank's Fees and Commissions Tariff.
  
  To apply for having a new certificate issued, you should log in Internet banking without a certificate, with a user name and access password, after which open Self-Service menu, submenu New certificate request and follow the instructions.
  
  After successfully submitting the application and upon availability of funds on your accounts for the fee, within one business day (for the bank) you will obtain an opportunity to install a new certificate. For the purpose you should log in the system with a user name and password and select Self-Service menu, submenu Request for new certificate.
  

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