Frequently asked questions

Please find the answers to your frequently asked questions about our electronic banking services

  • FAQ
1. What happens if application does not accept instruction/report an error? Will order be charged when it report error during sending? If I make a mistake, how can I correct error/return money? Is it possible to stop an order?

In the case of a reported error, the order will not be charged. If you pay transaction with e banking there is possibility to stop/cancel transaction a few minutes after signing, if you pay with m banking transaction is not possible to stop. In the case of wrong payment with e banking and m banking, refund procedure is the same as in case of an error with payment of ''live'' orders (payment orders and cash transfers). At ATMs, every transaction can be stopped at a certain point (it is necessary to follow instructions and messages on the screen). For more informations watch our video tutorials for ATMs, M banking and E banking.

2. In which time payment orders pass during the day?

Orders are passing in accordance with the defined time for the processing of orders by the National Bank of Serbia, more information can be found at the following address: http://www.nbs.rs/internet/cirilica/35/35_2.html

3. How long will it take to perform a transaction through any electronic channel?

It takes up to 5 minutes. Transactions at ATMs last from 10 to 15 seconds. For more informations call our Contact center 011 3777 888.

4. Is it possible to check account balance?

eBanking and mBanking provide an overview of the status of all accounts that client has in the bank. ATM provides information about the available balance on the card. For more check out more information about Digital banking on our website.

5. How can I create an order for mBanking or eBanking and run the application?

You can create an order in nearest branch of UniCredit Bank after signing request. Whole process takes no more than 5 minutes and you will get detail explanation from our colleagues. For more check out more information about Digital banking on our website.

6. How to fill an order for payments via eBanking and mBanking?

You fill order by rewriting information's from paper order. After you enter order, you have option to save it as a template that you can use every time for paying the same services. For more check out more information about Digital banking on our website.

7. How can I log in? What should I do if I cannot log into my account?

Use your username to log in eBanking and mBanking applications and:

  • PIN created for mBanking
  • Token generated for eBanking

  • For more check out more information about Digital banking on our website. In case you have a problem with sign in on the system, you can contact UniCredit Bank via phone, email or chat on the website.

    Technical support:

    +381 11 3028 623

    +381 11 3028 624

    E-mail address: gws@unicreditgroup.rs

    8. Does use of Digital banking services saves money? Is there a fee and how much it is?

    With using of UniCredit Bank Digital services you will save money and valuable time. Using the apps is free and list of commissions for payment you can find on the link.

    9. Do I get a certificate of realized payment order, and how can I be sure that the order is actually realized?

    You can get a certificate of realized order with eBanking and at ATMs. After each payment made with eBanking you will see information on the screen that order is realized and if you need confirmation, you can print it or provide it in the branch. With eBanking and mBanking you have the opportunity to see a history of all your previous transactions. After each transaction at ATMs, the cardholder receives a slip (conformation), which contains details about the transaction which is required to keep and present in the case of a complaint.

    10. Does anybody else can have access to my account?

    During logging system use latest type of protection, so there is no possibility that anyone can have access into your account. Of course, this does not apply if you give someone your account information or username and password.

    11. Can I have a record of realized account payments?

    System keeps all your incoming/outgoing payments from the first day of use. There is also the possibility to view history of transactions for a certain period, for a number of days ago, and for a certain number of transactions, for easier search.

    12. What is the maximum amount and number of accounts that I can pay in a single day and is there possibility to change limits?

    There is a daily and transaction limit for eBanking and for mBanking. The same rules apply to both services, and services practically share this limit. The maximum number of transactions and limit per day at the ATM depends on the type of payment card. You can change the limit by sending an email with the amount of the desired limit via eBanking service. If you only use mBanking service, it is necessary to submit a request for a change of limit in the Branch.

    13. How to make payment on your credit card through the ATM/eBanking/mBanking?

    It is enough to fill a standard payment order via eBanking or mBanking services or through the ATM payment to the credit card.

    14. Is there possibility to pay bills that are not on my name and how?

    It is possible to pay bills that are not addressed to you, and the procedure is the same as for the payment orders made out on your name. At ATMs beside yours, you can also pay the bills that are not on your name, with your name on payment order or name of the cardholder.

    15. Who can I contact if I have a question or problem?

    Technical Support:
    +381 11 3028 623
    +381 11 3028 624
    E-mail: gws@unicreditgroup.rs

    For questions related to payment cards and ATMs:
    +381 11 3028 899
    +381 11 3028 550

    16. If I use mBanking and eBanking abroad, are there additional costs and how much are they?

    Service is not charged additionally if you use it abroad, except that you may be charged the cost of intenet traffic, which depends on the service provider.

    17. How much is the fee for withdrawing money from an ATM UniCredit Bank abroad?

    Cash withdrawals at ATMs of UniCredit Group abroad are free of charge for users of debit cards, but for users of credit cards there is fee.

    For more informations watch our video tutorials for ATMs.

    18. How can I convert currency?

    At this moment, you have the ability to purchase and sell currencies both via eBanking and via mBanking. The purchase or sale of the currency in a mobile application is initiated from the same place from where payments are made. For more information, see the Digital Section on our site.

    19. Which currencies are available on UniCredit Bank ATMs?

    At UniCredit Bank ATMs available currency are dinars (RSD).

    For more informations watch our video tutorials for ATMs.

    20. What should I do if my ATM does not return card?
    In this case it is necessary to visit your branch or Contact center 011 3777 888.
    21. When I tried to withdraw cash from ATM, the money isn’t paid and the account is indebted. For one purchase, account is indebted several times. The transaction card failed during payment, bill was paid in cash and transaction is realized and account is indebted. What to do in this situation?

    In these cases, it is necessary to contact the UniCredit Bank as soon as possible, where employees will direct you through necessary procedure of initiating complaint. UniCredit Bank will, in the shortest possible time, make the necessary checks and to resolve this situation.

    For more informations watch our video tutorials for ATMs.

    22. What happens when during the transaction at ATM (paying bills etc.) I don’t have enough money on my account to realize transaction to the end?

    In case you do not have enough funds to pay with card at ATM account, the transaction will be rejected and you will get a message on the screen that transaction is not possible due to lack of funds on chosen card.

    For more informations watch our video tutorials for ATMs.

    23. Does bank charge transactions at ATMs?

    Fee for payment of bills at ATMs for cash withdrawals on debit cards are not charged at ATMs of UniCredit Bank, if you use the ATM of another bank tariff can be checked on the website of the bank, www.unicreditbank.rs, and for transaction of balance inquiry and cash withdrawals with credit cards will be charged the fee, in accordance with the valid Tariff of the Bank.

    For more informations watch our video tutorials for ATMs.

    24. How to deposit money through the ATMs? How to pay account through the ATMs?

    With card at ATM, you can make a payment of a bill, if bill have a bar code. Just insert the card, enter your PIN, on the screen select the account you want to pay and bring bill to ATM to read bar code, after which ATM transaction details (name and surname of the client, the amount and account number) will appear on the screen. It is essential that you confirm the accuracy of the data entered, after which you get slip (conformation) with the details of the underlying transaction. The payment of cash at ATMs is done by following steps. On the initial screen, select desired transaction via "payment" option, after which you put bank notes in the opening of ATM. ATM pull in money and perform the validation (validation of banknotes), followed by the calculation (counting). Next screen provides information about amount that is deposited into the ATM, and it is necessary to confirm or cancel that information.

    For more informations watch our video tutorials for ATMs.

    25. Which cards are accepted by UniCredit Bank ATMs?

    At UniCredit Bank ATMs you can use cards that have logo of MasterCard, Maestro, Visa and Visa Electron issued by domestic and foreign banks, as well as the national DinaCard.

    For more informations watch our video tutorials for ATMs.

    26. What if type wrong PIN three times? What if I forget my PIN / password? Can I change the PIN and how?

    When we talk about e-banking, if you make a mistake three times in a row, PIN, "token" will lock and you can enable it again by visiting nearest branch where colleagues will help you. In case you want to change your PIN, please contact technical support:

    +381 11 3028 623
    +381 11 3028 624
    E-mail address: gws@unicreditgroup.rs

    If you lock the m banking service, please contact ours branch office that will provide you new application and activation code. Otherwise, there is a possibility in the application to change the PIN for m banking servis. In case you block or forget your PIN linked to your bank card you need to contact yours home branch.

    For more informations watch our video tutorials for ATMs, M banking and E banking.


    27. Can I increase the limit for cash withdrawal at ATMs and how?

    If you want to increase the limit for cash withdrawal, it is necessary to fill out the appropriate request in your home branch.

    For more informations watch our video tutorials for ATMs.

    28. How to make payment on your credit card through ATM/e banking/m banking?

    It is enough to fill a standard payment order via e banking or m banking services or by inserting banknotes through appropriate ATM.

    For more informations watch our video tutorials for ATMs, M banking and E banking.