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.

e-Broker

1. Why can't I send foreign currency from my trading account electronically in the e-Broker application?

The options for sending foreign currency electronically directly from the e-Broker application depend on the type of contract you have concluded. You can verify your contract type directly in the e-Broker application (in the Settings section) and then choose the correct procedure below:

A) I have a modern Framework Investment Contract (RSI)

• To your own accounts held with Fio banka: You can make the transfer immediately and electronically directly in the e-Broker application. All your Fio banka bank accounts in the respective currencies (EUR, USD, etc.) are automatically linked to your trading account. You can then easily transfer funds from these current accounts anywhere via Internetbanking.
• To accounts at other banks: For security reasons, these accounts must be set up as so-called "permitted accounts". If you have not set them up yet, simply visit any Fio banka branch once and add them via an addendum to your RSI contract. Subsequent transfers from e-Broker will then take place electronically.

B) I have an old Commission Contract

With older types of contracts, handling foreign currency is subject to stricter rules:

• In order to send foreign currency electronically, the target account (whether your own with Fio banka or at another bank) must be registered in the system as a "permitted bank account".
• Adding a permitted account to an old commission contract can only be done in person at a branch by signing an addendum.
• Alternatively, foreign currency transfers from a commission contract can be requested over the phone (via a broker), exclusively to previously permitted accounts. Your telephone password is required for this action.

2. 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.

When an incorrect password is entered, a like appears above the "User name" field for "Did you forget your password?". Use this link to find all necessary information to unlock your account.

Smartbroker

1. How to activate the Smartbroker mobile investment app? 

a)    Simply on your mobile phone: After downloading, our mobile app will redirect you to the e-Broker login screen and guide you through the process.
b)    Activation on PC and mobile: Start the process using e-Broker in the Global Settings section in the top menu and then complete it on your mobile.

2. I forgot my password, what should I do?

If you have forgotten your app password or PIN for authorizing transactions, you must deactivate the app in Global Settings (in the Account section under the slider icon at the top left) or select the "remove device" option in e-Broker's Global Settings. Then reactivate the app and select new login details during the process. For greater convenience, you can also use biometrics (fingerprint, facial recognition) to log in and authorize transactions.

3. Where can I ask questions about my accounts or send feedback?

If you have any questions or suggestions, please send us a message by clicking on the envelope icon in the top left corner.

4. How can I buy/sell investment instruments in the app?

You can find an investment instrument, for example, using the search field with a magnifying glass, and by clicking on it, you will be taken to its details, where you can place an order. On the order form, select the direction (Buy, Sell) and order type (Limit, Market... see description below), enter the quantity, price, validity, and any other parameters (Settlement currency, My note, Extended hours in the US). Buying or selling then takes just a few seconds.

5. What do the different types of orders mean?

The default order is Limit, which is an order entered with a so-called "limit price." In the case of a buy order, this is the highest price at which you are still willing to make the purchase; in the case of a sell order, it is the lowest price at which you are still willing to make the sale.

If you select a Market order, you are placing a buy or sell order for the desired quantity of securities at the most favorable price (best bid/ask) at the time the order is delivered to the market – without any price restrictions.

The application offers intelligent orders that allow you to maximize profits and minimize potential losses.

Stoploss is an intelligent order that allows you to sell and buy securities at predetermined prices. It is most often used when an investor wants to hedge against losses greater than they are willing to accept, or when they want to buy at a predetermined price.

A stop-loss limit differs from a stop-loss market order in that you can also specify a limit price at which you are still willing to execute the trade.

Find out more about other intelligent orders.

6. How do I turn on streaming data and how much does it cost? 

In Smartbroker, you can turn on streaming data in the Account > Global Settings section (under the slider icon in the top left corner). You can use streaming data in both online mode and delayed data mode. 
Online data can be turned on/off in e-Broker. Fees for online quotes and streaming can be found in the price list, section (T).

7. What is an investment questionnaire and what is it used for?

Before placing your first trade order, you need to fill out an investment questionnaire, which will help us determine your investment profile based on the services you have selected. The questionnaire includes questions focused on your knowledge and experience in the field of investments, your financial background, investment goals and expectations, ESG preferences, and more. You can currently find it in e-Broker, Smartbanking, or Internetbanking, and we will add it to Smartbroker in one of the next updates. Of course, you can also fill it out at a branch.

8. Where should I send the money and where can I see how much I can invest?

You will find the bank details in the contract, and you can also copy the investment trading account number from the applications (adding the bank code 2010). You can check your balance in the Account section. 

Instructions for transferring funds from your trading account for investing can currently be entered from e-Broker or in person at a branch (this feature will be added to the application later).

9. Where can I buy Fio fund units and investment shares?

It is currently not possible to buy Fio fund units or investment shares in Smartbroker. This option is available in e-Broker, Smartbanking, or Internetbanking. It will also be available soon in one of the next versions of Smartbroker.

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