FAQ (Frequently Asked Questions)

• When I try to start Internet banking I receive a message “Incorrect user or password!”
  

  
  If you have personal banking, as individual client:

  • You are entering wrong User ID in Internet banking (U-online). You should enter the issued from the bank User Id in U-online, that:
  • You can find in Electronic banking registration card, received with signing of Agreement for electronic banking in a bank branch;
  • You can receive at phone +359 (0) 700 117 17 or in every bank branch. If you have installed client certificate or QES, User ID is loading automatically, so that:
  • You are entering wrong login Password for access to Internet banking. The system expects from you entering one of the following passwords:
    • If you are a new client of Internet banking and your registration is made in a bank branch, your first time Login password is equal with your Client number in UBB, which you can find in Electronic banking registration card, received with signing of Agreement for electronic banking.
    
    If you have chosen to enter your own Login password by filling of online Electronic banking registration form you have to enter this password.
    • If you already use the service, you have to enter the password, which you are using in Internet banking as you should observe exactly the capital/small letters, the Cyrillic/Latin alphabet. So as to be sure, that you are entering correctly your password, you can type it in textprocessing program like Notepad or WordPad, so as to check is it correctly delivered from the keyboard.
    • If you have been requested a new Login password, you have to enter password received from the bank printed in an envelope, about which is written Password: IHB LOGIN: xxxxxx
    Helpful tips:
    * You can change login Password at any time from Self-Service>>Change password menu. User ID is fixed and cannot be changed.
    * Don't enter the password, sent from the bank as SMS-message at registration in the bank branch. This is a password about installing a client certificate.
    * Don't enter the password printed in an envelope, about which is written Password: CERTIFICATE: xxxxxx. This is a password about installing a client certificate.
    * You have limited number of tries to login. After third try, the system will require entering of additional verification code from image, and after the tenth access is locked.
    * About unlocking you can call at phone +359 (0) 700 117 17 or to visit bank branch. New login Password (PIN) you can request at phone +359 (0) 700 117 17 or in any branch of the bank and to receive it in chosen from you branch, as issuing is charged in accordance with Fees and Commissions Tariff for Individuals.

  
  If you are a business client:

  • You are entering wrong User ID in Internet banking (U-online). It must be entered issued from the bank User Id in U-online, which respective representative:
  • Can find in column "UserId" of declared representatives in Electronic banking registration card, received with signing of Agreement for electronic banking in a bank branch.
  • Can receive information at phone +359 (0) 700 117 17 or in servicing bank branch.
  If you have installed client certificate or QES, User ID is loading automatically, so that:
  • You are entering wrong login Password for access to Internet banking. The system expects from you to enter one of the following passwords:
    • If you are a new client of Internet banking, the first time login Password about all representatives have been entered in online Electronic banking registration form. Representatives added after registration with Change card for e-banking are received new User ID and Login Password printed in envelope.
    • If you already use the service, you have to enter the password, which you are using in Internet banking as you should observe exactly the capital/small letters, the Cyrillic/Latin alphabet. So as to be sure, that you are entering correctly your password, you can type it in textprocessing program like Notepad or WordPad, so as to check is it correctly delivered from the keyboard.
    • If a new Login password have been requested, you have to enter password received from the bank printed in an envelope, about which is written Password: IHB LOGIN: xxxxxx
    Helpful tips:
    * You can change Login password at any time from Self-Service>>Change password menu. User ID is fixed and cannot be changed.
    * Don't enter the password printed in an envelope, about which is written Password: CERTIFICATE: xxxxxx. This is a password about installing a client certificate.
    * You have limited number of tries to login. After third try, the system will require entering of additional verification code from image, and after the tenth access is locked.
    * About unlocking, respective representative can call at phone +359 (0) 700 117 17 or visit servicing bank branch. New login Password (PIN) can be requested in servicing bank branch from rightful representative of the company and received personally from representative, about who is issued. Issuing is charged in accordance with Fees and Commissions Tariff for Business Clients.

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