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Frequently Asked Questions

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1. What is “i-Bank” system?

«і-Bank» is a remote banking service system developed to enable customers of CREDIT AGRICOLE BANK to independently use banking services outside the Bank outlets via the Internet 24 /7 (except time needed for technical maintenance) from anywhere in the world.

To use “i-Bank” system you need to have one of the popular Internet browsers installed on any computer or mobile device.

Any customer of CREDIT AGRICOLE BANK having at least one account or card opened with the Bank may enroll in this service.

2. In what browsers and OS does “i-Bank” system work?

Proper operation of “i-Bank” is supported by the following versions (and above) of web-browsers and OS:

PC browsers:

  • Chrome 39+
  • Internet Explorer 10+
  • Firefox 35+
  • Opera 26+

Built-in browsers :

  • Apple iOS 5+ (Safari)
  • Android 4.0 (ICS)
  • Android 4.1-4.3 (Jelly Bean)
  • Android 4.4+
  • Windows Phone 7.5+

Other mobile browsers:

  • Firefox Mobile 18+
  • Chrome for Android 18+
  • Opera Mobile 11.5+
3. Can I use “i-Bank” system abroad?

You can use “i-Bank” system in any country of the world. To use the system you need to have Internet access and in order to perform active transactions you need to have roaming so that you will be able to confirm active transaction with a one-time password which will be sent to your cell phone in SMS message.

4. How can I enroll in “i-Bank” system?

It is very easy to gain access to “i-Bank” system all you need to do is register online in the system via the Bank website by entering personal data and current cell phone number. An SMS message with a password for the first log in will be sent to this cell phone number and the email address to receive the login

5. Where can you find data for online registration in the system?

You should indicate a few mandatory parameters for remote registration in the “i-Bank” system:

1. Number of any of your accounts opened with CREDIT AGRICOLE BANK (current, deposit, credit, except card accounts starting with 2625). You may find account number in your copy of the Banking Service Agreement.
OR
Number of any of your payment cards issued by CREDIT AGRICOLE BANK. Card number is indicated on its external side – it is four blocks of 4 digits each;

2. Data of your personal ID document. It may be:
- Your individual tax number,
OR
- Passport series and number.
It is required that you enter passport series and number if for any reasons you do not have individual tax number (for instance due to religious beliefs or if you are non-resident of Ukraine and did not receive individual tax number from the tax authorities of Ukraine).
Passport series and number are indicated in succession without spaces, for the holders of Ukrainian passport – in capital Ukrainian letters, for the holders of foreign passports – in capital Latin letters;

3. Your date of birth;

4. Your cell phone number indicated as the contact phone number when opening an account or a card with CREDIT AGRICOLE BANK;

5. Your e-mail address.

6. What is login and can I change it?

Login is a unique unchangeable user identifier in the “i-Bank” system generated by the system, which is used as one of components of user authentication in the “i-Bank” system.

Login is composed of 8 digits and may be changed by the system user. If login is lost or forgotten, system user should personally address the servicing outlet and after identification procedure he/she will receive a printed form with a login.

7. Cannot log in into the system?

If you are a registered user of “i-Bank” system the fact that you are unable to log in into the system may be caused by the following:

  • You incorrectly entered your login or password. Please check input information and try again;
  • User account was blocked due to numerous entries of incorrect password or at your request. Please address your servicing outlet of CREDIT AGRICOLE BANK to unblock your user account. At that you will need to provide your passport or other document substituting it.
  • If you have forgotten your login or password, you can contact the Bank's Call Center at 0800305555.
8. Forgot login or password?

If you forgot your login for “i-Bank” system you may find it in e-mail from the Bank which was sent to your e-mail if you registered online in the system.

If for any reason you or deleted e-mail with login from the Bank, or

If you forgot your password and you have a payment card of CREDIT AGRICOLE BANK you may receive new password by addressing the Contact Center operator at:

  • 0 800 30 5555 — free calls from the landline phones on the territory of Ukraine;
  • +380 44 495 22 77— for international calls.

Right away after logging in into the system you need to change password in line with the Bank requirements for the passwords which are used.

9. Access is blocked?

If you received a system notification that access to your user account was blocked, please call the Bank Contact Center at

  • 0 800 30 5555 – for calls within Ukraine (free from all landline phones),
  • +380 44 495 22 77 – for international calls.

After identification procedure access to the system will be renewed.

Also you can visit the outlet of CREDIT AGRICOLE BANK where you are serviced. At that you will need to show your passport or other document substituting it.

 After identification procedure and signing a relevant application access to the system will be renewed.

10. Why should I enter characters displayed in the image?

Entering characters displayed in the image, the so-called CAPTCHA, is a service helping to protect sites from spam and hackers. This service helps to identify people and bots attempting to either access or block the system. The idea of this service is fulfilling a task which is simple for a human but difficult for bots and other malware.

11. You did not receive SMS message with a password for the first log in?

Usually the message is received within 5 minutes. If you did not receive SMS message with a password for the first log in into the system (for instance due to mobile operator’s holdback) you should address your servicing outlet of CREDIT AGRICOLE BANK or by addressing the Contact Center operator at 0 800 30 5555.

After your identification the Bank employee will carry out actions for the system to repeatedly generate and send the password for the first log in to the cell phone number you indicated.

12. The system does not accept password from the SMS?

If the system does not accept password from the SMS message, usually it means that you made a mistake when entering characters from the SMS message or the password expired.

Please note that the password for the first log in expires after 12 hours. If smaller amount of time passed since the moment when the password was received, please check if you correctly entered characters from the message.

Please address your servicing outlet or contact center 0 800 30 5555 — free calls from the landline phones on the territory of Ukraine to generate new password for the first log in.

13. Why was registration unsuccessful?

If the system displayed an error message after you filled out the registration form, then probably it was due to the following:

  • data you indicated in the registration form do not coincide with their values in the Bank database.

Such situation may occur if your personal data (phone number, passport, and individual tax number) were changed but such changes were not reflected in the Bank database or the data in the Bank database have an error.
Solution: Address manager in your servicing outlet  by providing originals of your ID documents;

  • you incorrectly entered account or card number;

Solution: Attentively check data entered during registration (to check information it is possible to return to the previous page by pressing “Back” button - usually it looks like an “arrow” in the left corner of the screen);

If another registration attempt was unsuccessful, please address your servicing outlet or by consulting the Bank's Help Center.

14. Can I log in later?

Yes, it is possible. After successful registration in the system and login generation you will receive SMS message with a password for the first log in into “i-Bank”system. This password is valid for 12 hours, so you should log in into the system for the first time and change initial password to the personal permanent password.
If you did not log in into the system for the first time right after you finished registration, use “Login” button for the delayed first log in into the “i-Bank” system.

15. Why do I need to enter one-time passwords from the SMS message?

One-time password used to confirm transaction is a customer’s electronic signature and is similar to handwritten signature of the Bank’s customer.

One-time password is generated by the “i-Bank” system and is sent to the cell phone indicated in the Application for the Banking Service “i-Bank” using SMS message when each transaction requiring customer’s signature is initiated.

16. What should I do if I did not receive a one-time password for transaction confirmation on my phone or if I did not used it on time?

It is not a problem if due to any reason you did not receive a one-time password sent by the Bank to confirm transaction or you could not use it on time. For another generation of a password to confirm a transaction repeat actions for initiation of a necessary transaction and you will be sent a new password.

Please note! One-time password for transaction confirmation is valid for 5 minutes.

17. What should I do if the cell phone with SIM card (to which SMS messages with one-time passwords for transaction confirmation are received) was lost or stolen?

First of all, call the Bank Contact Center at

  • 0 800 30 5555 – for calls within Ukraine (free calls from the landline phones),
  • +380 44 495 22 77 – for international calls to block access to “i-Bank” system.

Please note that for the authorization in “i-Bank” system you need to enter personal login and password, so if the phone was lost or stolen no one will be able to use you cell phone to make payments without your login and password for the system.

In order to change the phone number to which in future you will receive SMS messages with one-time passwords, please address CREDIT AGRICOLE BANK outlet where you are serviced. You need to have with you a passport or other document substituting it.

18. Why do I need to log in into the system again and enter login and password if for a long time I was inactive when using “i-Bank” system?

It was implemented in order to ensure security if you leave your computer unattended without logging off of the system.

So if you do not perform any actions in the system within the set session time (20 minutes), the system will automatically end the session.

To login in into the system you will need to enter login and password of the “i-Bank” user one more time.

19. How can I temporarily block access to “i-Bank”?

In order to block access to the “i-Bank” system you need to call the Bank Contact Center at

  • 0 800 30 5555 – for calls within Ukraine (free from all landline phones),
  • +380 44 495 22 77 – for international calls.

To unblock access to the system you need to visit the outlet of CREDIT AGRICOLE BANK, where you are serviced or call at Bank Contact Center.

20. If I have problems using the system, who should I address?

Please address the Bank Contact Center using the belowmentioned phone numbers or use the feedback form on the Bank website.

You may also send a message to the Bank from the “i-Bank” system.

  • 0 800 30 5555 — free calls from the landline phones on the territory of Ukraine;
  • +380 44 495 22 77— for international calls.
21. Where can I find the Bank tariffs for transactions in “i-Bank” system and their Time frames?

You may find tariffs of CREDIT AGRICOLE BANK for transactions in “i-Bank” system and their Time frames in the “Information” section of the Bank website and system.

In this section you may also find general tariffs of CREDIT AGRICOE BANK for all transactions of private individuals.

22. Where can I view information about my sessions in “i-Bank” system for security reasons?

To control your security you can view successful and unsuccessful logins into the “i-Bank” system with your login in “Settings” section of the “i-Bank” system.

You can view the time of login and logout of the system and IP address used to log in the system.

In this section you can also change your password for login into the “i-Bank” system.

23. Can I transfer funds between my personal accounts opened with CREDIT AGRICOLE BANK using the “i-Bank” system?

“i-Bank” system allows you to transfer funds between your personal accounts. You can replenish any of your accounts or cards from your other card or account, including to increase deposit amount or partially repay the loan by pressing “Replenish” button on the accounts, cards and deposits or “Repay” button on the loans.

Please note that money transfer between the accounts may be performed only in hryvnia for the accounts opened in this currency.

You do not need to confirm such transaction using one-time passwords.

24. Can I transfer funds to recipient with any bank details using “i-Bank” system?

“i-Bank” allows you to transfer money to any Bank on the territory of Ukraine.

You may also transfer funds to any Bank on the territory of Ukraine with any payment details by pressing “Transfer” button on the account or a card, from which you plan to make a payment or by selecting “New Payment” item in the menu.

For your convenience you may save your payments as templates in case you plan to perform payments using these payment details in future. You may change or delete templates in the relevant menu item of the “i-Bank” system, if you do not need them anymore.

Please note that money transfer between the accounts may be performed only in hryvnia for the accounts opened in this currency.

25. What operations with a corporate card can be conducted in “iBank”?

Taking into consideration corporate card account regime and purpose, “iBank” provides the opportunity of receiving transactions history information, turning on/off SMS informing service, card limits management as well as management of CVV2/CVC2 code verification.

26. What phone number can be used for turning on SMS informing service in “iBank”?

In “iBank”, as well as when turning on  SMS informing service by other means, there is an opportunity to turn it on using any cell phone number of Ukrainian mobile connection operator. Still, one time password for SMS informing service turning off will be sent to your Secure phone number (the number defined in the application form for “iBank” usage).

27. Is it possible to turn off SMS informing service in “iBank” if I do not intend to use the payment card anymore?

Yes, it is possible. In order to turn it off it is necessary to choose the payment card which you do not plan to use and in ‘Operations’ division to turn off SMS informing service upon confirming by one time password.  Please, pay attention to the fact that this service fee will be settled for the last period of usage in accordance with the Bank Tariffs and Rules of Complex Bank Servicing of Physical Entities.

28. Is it possible to turn on SMS informing service in “iBank” for several mobile phone numbers?

No, it is impossible. SMS informing service can be turned on for only one mobile phone number of any Ukrainian mobile connection operator. In case of necessity, for example, to have control over the funds usage by means of an additional card issued to your main card, it is possible to have a full access to transaction history via “iBank” or your email address can be added upon your separate application form in Bank outlet. This email address will be used for duplicating all the messages in terms of SMS informing service, thus providing complete information concerning cards transactions.

29. Is it possible to conduct payments in foreign currency for the third parties?

Taking into consideration current Ukrainian legislation terms, it is possible to make payments in foreign currency between own accounts only. In order to make a transfer from a current/card account to own current/card/deposit/loan account in the same foreign currency, it is necessary to choose the account to be replenished, and in the correspondent form to choose the account to debit the necessary amount. Please, pay attention that separate function “Transfer” is not available for foreign currency accounts.

36. Is it possible to set a regular payment in a foreign currency?

No, it is impossible. All the regular payments are conducted from/to accounts in UAH.

30. Which outlet can an additional card be issued to via “iBank”?

When filling in the form for issuing an additional card, after choosing the type of payment card, and the suggestion to turn on SMS informing service, You will be offered to choose any convenient outlet to issue and deliver the card to. Please, pay attention that upon confirming the issue of the card, previously chosen Bank outlet will not be available for changing.

31. Is it possible to issue an additional card for the third party via “iBank”?

Now, in “iBank” there is an option to issue an additional card for the main card holder’s name only.

32. What is the way to issue an additional card for the third party name?

Taking into consideration the fact that in “iBank” there is an option to issue an additional card for the main card holder’s name only, to issue an additional card for the third entity is possible by visiting any Bank outlet and filling in the necessary application form. Please, pay attention that it is required that both persons (You and Your Trustee) be present to fill and sign up the application form.

33. Which individual limits can be set for the payment card via “iBank”?

Upon choosing the necessary payment card in “iBank” it is possible to freely increase/decrease the maximum daily amounts of limits for cash operations, Internet payments, non-cash payments, and transfers from card to card in Ukraine or/and abroad.

34. How shall I know that defined by me individual limits have already been set?

Upon confirming the form for setting individual limits in “iBank”, the defined amounts of limits will be applied for your payment card in 10 minutes. Also, the informative message in “iBank” will be sent. Please, pay attention that individual limits will be set for the term defined in the application form.

35. What type of regular payments can be set in “iBank”?

In “iBank” you can create regular payments for the third parties (both physical and legal entities) and regular payments for transfer between your own accounts. Please, pay attention that regular payments cannot be set for transfers from/to mobile savings account, operations of withdrawal from deposit accounts and for payments by card numbers.

37. Will the regular payment be conducted if I stop it on the settled date of its implementation?

If a regular payment is stopped on the date of its implementation, Bank is entitled to conduct it in case there is no technical opportunity not to make a withdrawal and/or settlement of money funds in accordance with the regular payment settings.

38. What is the difference between the functions of stopping regular payments and deleting them?

In case of stopping a regular payment, its planned future completing will not be carried out, but the information concerning this payment remains saved (thus, it can be restarted if necessary). If a regular payment is not relevant any more, it can be completely deleted from “iBank” data.

39. Is it possible to set up a regular while filling in the payment in “iBank”?

To make it convenient, after filling in all the necessary fields concerning the payment, this payment can be set up a regular one by means of choosing the correspondent point. All that remains to do is to define the period of a regular payment and the date of its processing.

40. What is the maximum amount of payments via “i-Bank” system?

100 000 UAH, though the number of transfers is not limited. Transfers between own accounts are not limited. Please, pay attention that payments conducted from card accounts are limited by the amount of a payment card limit in correspondence with the payment card class (unless the card limits are turned off, or the individual limits are settled).

41. Time frame for processing system payments sent via “i-Bank”
Payment type

Conditions for fulfillment

Maximum time for fulfillment

Replenishment of personal accounts and cards (via “Replenishment” action)
initiated till 17:00
a few minutes*
initiated after 17:00 or on a weekend
replenishment of current accounts - on the next banking day
replenishment cards with a current account - on the next banking day*
replenishment the card with another card - a few minutes*
 
Payments to card accounts opened with the Bank**
initiated till 17:00
3 hours
initiated after 17:00 or on a weekend
on the next banking day
Payments to current accounts opened with the Bank**
 
initiated till 17:00
a few minutes
initiated after 17:00 or on a weekend
on the next banking day
Payments to accounts opened with other Ukrainian banks
initiated till 17:00
during the banking day
initiated after 17:00 or on a weekend
on the next banking day
Money transfers to the “Mobile Savings” account
Regardless of the time of the transaction
Next banking day ***
Money transfers from the “Mobile Savings” account
Regardless of the time of the transaction
Immediately available for use with a payment card

* Please, pay attention that when conducting action “Replenish” for a credit card, the balance amount is increased for the amount of replenishment immediately, but debt repayment cannot be carried out on the same day – it gets completed during 2 working days the most (since the date of making replenishment).

** for payments in favor of recipients whose accounts are opened in the branch CIB of CREDIT AGRICOLE BANK time frame for processing and making payments coincides with conditions for performing payments to accounts opened with other Ukrainian banks.

*** in case of immediate replenishment of a payment card, money transfer to the “Mobile Savings” account, and executing other transactions with a payment card (cash withdrawal in an ATM, purchase transactions and other types of transactions) on the same calendar day, with a view to avoid technical unauthorized overdraft on the account, the money transferred to a “Mobile Savings” account will remain on the main account. Upon factual write off of the amounts of other write off transactions, it is necessary to re-execute the transactionі of transferring money to a “Mobile Savings” account.

Time frame for processing regular payments, created via «i-Bank» system:

Bank withdraws and replenishes/conducts transfer on the date defined in the regular payment setting from 11:00 till 17:15.
In case a regular payment cannot be carried out successfully due to the lack of funds on the account, the card being blocked (if the payment is set upon the card account), etc., the next attempt to carry out the payment will be made on next day until 17:00.
If the second attempt is unsuccessful, further completing of the regular payment is to take place according to its setting.

42. PI tariffs for «i-Bank» service
OperationTariffNotes
1.Subscription to "i-Bank" systemFree of charge-
2.Monthly servicingFree of charge-
3.Money transfer from card / current accounts (debit cards):
3.1.To own accounts in "CREDIT AGRICOLE BANK" PJSCFree of chargeIn national and foreign currency
3.2.To other accounts in "CREDIT AGRICOLE BANK" PJSC3 UAHIn national currency
3.3.To accounts in other banks6 UAH
4.Money transfer from card accounts (cards with credit limits)
4.1.To own accounts in "CREDIT AGRICOLE BANK" PJSCEqual to tariff for cash withdrawal at cash desks and ATMs of "CREDIT AGRICOLE BANK" PJSCCharged according to card tariff plan
4.2.To other accounts in "CREDIT AGRICOLE BANK" PJSC
4.3.To accounts in other banks
5.Replenishment of card account via «i-Bank» systemStandard tariff for cashless replenishment of card accountCharged from account which is being replenished according to card tariff plan
6.Checking of card / current account balanceFree of charge-
7.Card / current account statementFree of charge-

Maximum amount of one payment is 100 000 UAH.

Payments between own accounts of Client are made without restrictions.

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