Frequently Asked Questions - FAQ

We have prepared answers to a number of frequently asked questions. This section is divided into answers corresponding to banking services and answers related to investment services.

Internetbanking

1. How to log in to Internetbanking securely?

To log in to Internetbanking securely, enter the address ib.fio.cz directly into the browser address bar. We will never
ask you to log in via any other link and we will never encourage you to do so via email, SMS or phone. Do not search for the Internebanking login page via search engines, but always enter it directly, bookmark it or log in via the link on our website.

2. I already have a Current Account and Fio Konto. I would like to transfer funds from my Current Account to my Fio Konto using Internetbanking. What funds of or do I use from the "Place order" tab - single order or account transfer?

Select a single transfer order.

3. I want to send funds using Internetbanking to Slovakia. My account is in CZK but I need to send the money in EUR. Is there a way to send the money to Slovakia and avoid fees that are usually charged for foreign transfers?

Yes, if you are entering a single order (the same as for payments within the Czech Republic) simply select the EUR currency. Enter the Slovak account number and bank code for the recipient (leave the IBAN and SWIFT code blank).

4. Can a placed but unauthorized order be cancelled?

If you do not want to complete an order simply let the term for executing the order expire and do not authorize the order (using an SMS code or mobile application).

5. Can a transfer order that has already been authorized be cancelled?

If the maturity date for the payment order has not yet occurred, payment can be cancelled using Internetbanking. The "Overview - Transfer overview - Cancel order (ashtray symbol)" tab is used. If the maturity date has occurred and the payment has not yet been exported, the bank can cancel the order (via a personal visit to a branch or using Fio service within Internetbanking). Cancelling an unexported payment is subject to fees pursuant to the Pricelist for financial operations and services.

6. Can bulk payment orders be created?

Yes, use the "Place an order" tab and select bulk payment order.

7. I entered seven payment orders and not a single one has been authorized yet. I would like to authorize all of the orders at once. Can this be done?

Yes, use the "Overviews - Transfer overview" tab to select the bulk payment order option - create a batch, for which a single authorization SMS is sent or the full batch will be posted for signature to the mobile application (using the authorization method you have selected). Batches can be used to authorize two and more orders at the same time, including cash transfer or cancellation orders for such cash transfers.

Two control elements are used to create batches on the "Transfer overview" page. Checkboxes for marking unauthorized orders are in the "Action" column and the icon for sending the order to a created batch is shown in the header of the "Action" column.

8. I have a standing order, but I don't have enough money in my account. What happens?

If you have a standing order set up and you do not have enough funds in your account, the standing order will be delayed until the afternoon and wait to see if the account balance increases so that it can be executed. If, even during this time, there is not enough money in the account to send it, it will not be executed. Therefore, a single payment order must then be entered to send the payment. The following month, the standing order will be reactivated and executed (if there are sufficient funds in the account).

9. Is is possible to automatically check credits form any account? I need to automatically pair credits in our accounting system.

ABO and GPC export formats are available in Internetbanking and are compatible with accounting programs.

The "Alert" tab is also available within Internetbanking. This tab is used to set up the various conditions for which information will be automatically sent to a mobile phone or email address as selected. An SMS sent to a mobile phone is subject to fees pursuant to the Pricelist while email is sent free of charge.

10. I probably forgot my password for logging in to the application, what can I do? I tried to enter it a number of times and the account is locked. 

You have five attempts to enter a password when accessing the application. If your access is denied, please check whether you have an active both Czech and English keyboard, whether you are working in the correct mode of writing uppercase / lowercase letters (key "Caps Lock"), or whether you have enabled the numeric keypad (key "Num Lock") .

If it is still not possible to enter the correct password the access will be during the day temporarily blocked. This is indicated by "access blocked". After a period of deadlock, you can try to re-login. Time period of deadlock may not be in no way cancelled or shortened.

If you've forgotten the password completely, please, visit any branch of Fio banka and ask to issue a new password.

NOTE: To the highest degree of security to your account a new password may not be given in any other way than personal visit to one of the branches.

11. The sender sent a "Message for recipient" along with a credit. Where can I see this message in Internetbanking?

Message for recipient is an optional display field. Change the settings on the "Account movements" tab if you cannot see it in the application. A link to "Settings" is in the main navigation bar and displays all of the selectable display fields in the "Available columns" field. The columns currently shown in this tab are those that are visible in the "Selected columns" field. Use the check mark to define your display settings to include the currently selected tab (in this case for the "Account movements") and the confirm by pressing "Save view"

12. How can I name or rename by accounts so that I remember them better?

Use the "Account management" tab within Internetbanking. Scroll over with the mouse to display the drop-down menu and select "Account management". This will show all available accounts that can be edited. Use "Change name and priority" after clicking the edit account name icon to then change the priority for display purposes. For example, an account with priority "1" will always be shown in the first position.

13. How can I print or save an account statement?

An account statement can be printed directly from Internetbanking or can be generated in *.csv and *.gpc formats. At the same time a statement can be requested from any branch, and these statements will be stamped and signed.

14. Is there any limit on debits in Internetbanking?

The maximum debit payment issued in Internetbanking is not limited. An exception are expedited and priority payments, which are limited to CZK 2,000,000.

15. Is it possible to send some payments without authorization?

Yes, the following payments can be sent without authorization via SMS code or mobile application:

• payments between your own accounts
• payment of smaller amounts
• payments to your selected accounts

16. How do I set my payments without authorization?

For payments between your own accounts and small payments, you can choose this option in Internetbanking on the Settings - Authorization tab. You must authorize payment settings without authorization in Internetbanking, and you can cancel this setting without authorization. You can simply set your payments on your selected accounts using templates, see below.

17. I have set payments without authorization. I would still like to authorize all payments.

Of course, this setting can be turned off. You can do so in your Internetbanking on Settings - Authorization tabs. In your case you will see the text "not required" in the status column. Just click on "change" and confirm the request by pressing the "Send" button. You do not need to authorize this instruction.

18. What exactly does "payment of a smaller amounts" mean?

It works similarly to a contactless card payment, where you do not enter PIN for payments up to CZK 500. We set the CZK 500 limit initially and it is possible that over time, we will adjust it. You may only make maximum five such payments in a row (up to CZK 2,000) without authorization. When you try to make the sixth such payment we will ask you for a one-time verification for security reasons.

19. What does the term "payment to your selected accounts" mean?

Do you often send money to a family member or repeatedly make payments to a familiar account? Then you can easily create a template from such a payment, authorize it once, and make future payments based on this template without verification. In the Templates section, you can also permanently authorize templates you’ve created earlier.

20. How do these payments work?

When creating a new template, you can check the option to allow permanent authorization of the template. For future payments with the same parameters, no further authorization will be required.

• By filling in the Amount field, you set a monthly limit for payments to the given account – if the field is left empty, no monthly limit is set. If the monthly limit is exceeded, authorization will be required for that payment.
• If you do not specify a Source account in the template, the template can be used without authorization from any account you have access to. If you do specify a source account, the template will be available to all users who have access to that account. For all users of the template to be able to make payments without authorization, each user must authorize the template individually. If any of these users modifies the template, the authorization will be revoked for all users.

21. Can I set this up even for an already created template?

Yes, in the list of templates, you can see whether a template is permanently authorized or not. In the Actions column, you can permanently authorize your template – click the checkmark icon in the circle, confirm by clicking Submit, and authorize the instruction. You can cancel this setting in the same way.

22. What if I enter a payment to a known account without using the template?

If you have set a sufficiently high (or no) limit for payments to this account, authorization will not be required. The option to make payments without authorization also applies to payments whose parameters match those of a permanently authorized template. Only the Amount, Currency, and Note fields may differ – all other details must be identical to the authorized template.

Smartbanking

1. How to activate Fio Smartbanking?

After downloading from Google Play or the App Store, you can easily activate the app in a few steps. All you need is your phone and Internetbanking. Here's how to activate it. 

2. How can I customize my home screen? 

You can customize your Dashboard under the slider icon on the top right - add widgets with the most frequently used features, as well as accounts. 

3. I can't see all the accounts I have rights to.

The default view of accounts in Smartbanking (including order) is governed by Internetbanking. To change it, click on any account in the Accounts section. This will take you to an overview of all accounts, where you can select the accounts displayed and their order under the scroll bar icon on the top right.

4. I need to share/copy my account number.

In the Accounts section, you can always find information for each account under the "i" icon on the top right. Here you can copy the account number or e.g. IBAN with one click.

5. I want to contact the bank.

You can find the authorised Fio service communication on the Dashboard at the top under the envelope/message symbol. You can also make an authorized call to the helpline from the app (My Fio > Contacts).

6. My fingerprint/faceprint stopped working.

Apparently there has been a recent change in the biometric data set on your device (e.g. adding a fingerprint), then the app requires re-authorization settings for security reasons (My Fio > Settings > Biometrics). If you have forgotten your password/PIN, please follow the answer below.

7. I have forgotten my Smartbanking password/PIN for signing payments.

If you forget the password to access the app or PIN to authorize transactions, you need to unpair and re-pair the app with Internetbanking. The app itself will prompt you to do this if you enter the wrong password, or you can unpair your device in Internetbanking. Then, when you reactivate, you choose a new password and PIN for signing payments - you can also use biometric authentication (fingerprint/phone view) for logging in and authorization.

8. I want to authorize an Internet banking/card payment instruction online and I have not received the SMS, I see on the instruction that I have to authorize in the mobile app.

Apparently you have recently activated the new Smartbanking, whose default settings include confirming payments via the mobile app. You can find a more detailed description on our website here.

9. I didn't get a push notification.

If you do not receive a push notification (a notification displayed directly on your mobile screen that takes you to the mobile app when you click on it) when authorizing a transaction, you can confirm the order without it - you can log in to Smartbanking, where you will see the order waiting for confirmation and can click to approve it.

When confirming an order submitted from Internetbanking, you can also select "Did you receive a push notification?" at the bottom of the form - option "resend".

If you do not receive push notifications repeatedly, please check your phone settings to see if you have turned them off - see description here.

10. I'm not comfortable with the simple confirmation of internet transactions in the app.

The default setting allows you to authorize payments from Internetbanking or by card online via the app in quick mode, i.e. you can conveniently authorize a payment with just a click. If this does not suit you, you can change it in My Fio > Settings > Payment authorization, where you can disable the "Faster confirmation of instructions" option. You will then also need to confirm the instructions with a PIN/biometric.

If you have not found an answer to your question, do not hesitate to contact us using the online form.