Frequently asked questions about user settings in the new version of internet banking.
Login
I am not able to login to the mobile banking application. What should I do?
We launched updated version of mobile banking. To get new version please run an update in your mobile phone. In this manual you can find how to do it. If you have automatic update configured, you do not need to worry about anything.
Why I am not able to login to the internet banking application? What should I do?
To login please use exclusively web page www.rb.cz/en and blue field „Login“ with padlock. Please do not use saved pages from “Favorites” either links from web browsers.
Why are there are no products being displayed in the mobile banking application?
Your products will be displayed only in the updated version of mobile banking, it is therefore necessary to run an update in your phone. In this manual you can find how to do it. If you have automatic updates configured, you do not need to worry about anything.
I have forgotten my login credentials, how can I retrieve it?
If you have forgotten your I-PIN/T-PIN, please call our contact centre. To unblock, it is necessary to make a phone call from the registered phone number to which your authorization text messages are sent.
If you use the SIM Toolkit (a PIN for deciphering ciphered text messages in mobile phones), please visit any of our branches, where we will be happy to renew your access to the Internet banking.
How can I change my I-PIN and T-PIN?
You can change your I-PIN and T-PIN in “Settings” (cogwheel icon). In the left-hand side menu, select “I-PIN/T-PIN change”.
Why I am not able to see the available accounts after logging into the internet banking?
To view the accounts which you have the right of use, you need to switch the name of the owner in the top grey panel where your name is shown (as one of the owners). In the mobile banking application, you only need to click on the menu where you can drop down the list of account owners next to the name and select one of these.
The "Inform me" alerts service
I would like to receive information about transactions on my account by text message or email. How can I set up such alerts?
Set up the “Inform me” alerts via the cogwheel icon (settings) in the top right-hand corner in your internet banking. After clicking on the cogwheel, select “Inform me alerts” in the left-hand side menu, then select “New alert”. Here, select the type of service you wish to configure and click on “Continue”. Information sent by text messages is being charged; information sent by email is for free.
Can I change the phone number for all my “Inform me” alerts at once?
It is necessary to change the phone number separately for each alert. However, the banking system has all the phone numbers that have been previously set for the “Inform me” alerts service in its memory. Therefore, you do not need to enter the contact again every time; you can select it out of the available contacts that have already been entered.
In the new internet banking, I can see settings for “Inform me” alerts that are different from the ones I used to have in the old application. How can you explain this?
As part of the migration, we have kept notifications to the events you configured according to your original requirements. However, the notification “Inform me about the balance for which multiple conditions have been set (above the amount, below the amount, decrease by an amount, increase by an amount), has been turned into several new separate alerts. Please, edit these according to your needs.
Cash Witdrawal
How can I set up / cancel cash withdrawal request?
You can set up a cash withdrawal request in the main menu in the “ACCOUNTS” section. Select the required account and then select “Account Detail” in the left-hand-side menu. Then, click on “Cash withdrawal request”. Here, you can configure a new cash withdrawal or cancel a cash withdrawal that has already been requested.
Any reported cash withdrawal may be cancelled two days before its term using the Internet banking. For shorter notice periods (on the same day or on the day before), it is necessary to contact the given branch in order to cancel a requested cash withdrawal. If you do not withdraw the full amount of the requested cash withdrawal, we charge a fee as compensation for the costs of its preparation.
What currencies can I request for a cash withdrawal?
You may withdraw cash in all the currencies available at the requested branch.
How can I contact a given branch? How can I find out the opening hours of a given branch?
The opening hours of the branch are displayed for each selected branch under the link “Details” next to the branch name. You may find the contact details there as well.
User Settings - Other
What will I be able to see in “My applications” menu?
Under “My Applications”, you will find product applications that you have submitted in the past. If the request was made via internet banking, click on the arrow and this will take you to the details of the request.
What can I find in ”List of documents” menu?
In this section you can find the agreements of products concluded electronically with the bank via internet banking, the list of documents that downloaded within the current session (eg. Statements, Payment confirmations), Citibank statements or Premium Way documents.