Frequently asked questions

Relevant recommendations to payment card holders.
How to block a payment card?

Upon having lost your card or being deprived of it in any other manner, immediately block it:

How to get cash?

Ūkio bankas payment cards are accepted and processed at all ATMs of Lithuanian banks that display Maestro, MasterCard, Visa Electron, VISA logos.

Information on fees for cash withdrawal from the card account is available in the pricelist of card service charges delivered to you together with the card. This information will be always provided to you by employees of the branch or unit that has issued the card to you.

How many PIN entry errors are allowed?

Wrong PIN may be entered twice. After the third incorrect PIN entry, the ATM will block and not return your card. If the ATM retained your card because of the third wrong PIN entry the possibility of three wrong PIN entries will be denied and only one entry error will be allowed next time.

With a chip card you will have to confirm by PIN not only cash withdrawals but also purchasing transactions if the bank handling your card is certified to service chip cards. In this case you have 5 attempts to enter the correct PIN; however the ATM will “lock” the card after the third incorrect attempt.

What should I do if I forget my PIN?

If you have forgotten your PIN, please visit any Ūkio bankas branch or unit. The Bank will reprint the PIN of your card for a fee.

What should I do if an ATM failed to return the card or disburse cash but debited the amount to your account?

Contact the nearest Ūkio bankas branch office and file in a written notification regarding non-disbursed cash. Your retained card will be ready for you to collect at Ūkio bankas in 2 weeks.

How to check my card account balance?

The balance of your card account can be checked at any time of the day in the following manners:

  • At ATMs of the Joint Network (Nordea/ Danske/ Parex/ Ūkio bankas);
  • Using free internet banking system Eta bankas. Balances on payment card accounts at Eta bankas are updated every day at 8:30, 9:30, 11:00, 14:00, 15:30 and 17:30;
  • Calling at +370 5 215 1177 (Vilnius) around the clock;
  • Calling toll free line 8 800 10007 (business days/hours).
How much does it cost to pay by card?

You may pay by card for goods and services in Lithuania without any additional fee.

You have the following rights while paying by card at sales outlets:

  • To pay by any valid Maestro or MasterCard payment card at any sales outlet displaying Maestro and MasterCard brand marks;
  • You can pay by any valid Visa Electron or VISA card in all merchant outlets carrying Visa Electron or VISA logos;
  • To pay any amount you need: and a merchant has no right to demand the purchase price to exceed a certain minimum or be below a certain maximum amount set by the merchant.
What should I do if I lose my card?

Upon having lost your card or being deprived of it in any other manner, immediately report the case:

Upon having blocked your card you will have to arrive at the nearest branch or unit and file in an application to issue a new payment card. The new card will be produced for you within 5 banking days.

Do I need an identification document when using a payment card?

The only thing you need to know to withdraw cash at ATMs is your PIN issued by the Bank. When getting cash at a bank cash desk you may be asked for your identification document. All you have to do is to sign the cheque or confirm the transaction with a PIN, if you use a chip card. But in case the value of a good or service item exceeds a certain amount, the shop assistant may ask for your identification document. Such amount in Lithuania is set at LTL 500.

What cards can be used for online payment?

For internet purchases we recommend to obtain a virtual MasterCard with no restriction applied by the Bank. Making payments with credit MasterCard, VISA cards in e-shops might be problematic because of the bank’s restrictions employed to prevent card fraud.

What is the validity term of Ūkio bankas payment cards?

All Ūkio bankas chip payment cards are valid for 3 years.
Magnetic stripe payment cards are valid until the date specified on each particular card.
Virtual MasterCard is valid for 2 years.

Can other persons use my payment card account?

Upon filing in an application with the Bank you will get a supplementary card issued for a person specified by you. In this case both of you will share the same card account. You may not use other person’s card.

How to renew the card after the expiry date?

Your payment card is valid until the last day of the month stated on the card. You will have a new debit card issued automatically if the required amount is available in the card account and if you had not advised the Bank not to renew the card. A credit card is renewed if the holder is eligible for at least the minimum credit limit in the card account. You can collect the new payment card at the same branch office you filed in your application for a payment card or at Client Service Unit.

What should be done if I do not want to renew my card?

If you do not want to renew your payment card, notify the Bank at least 1 month prior to the expiry date of the card.

Important information to Eta bankas users.
This is my first connection to Eta bankas. Where is the connection to Eta bankas and what passwords shall I enter?

You may connect to Eta bankas from Ūkio bankas Website Main Page:

  • On the window’s top right part with the words “Eta bankas” click on the button “Log in”.
  • In the opened window you will be asked to enter:
    • user name – it will be specified in Appendix 1 to the Internet Service Provision Agreement;
    • password – it is the code of your choice, which coincides with the user name during the first connection;
    • select the method of identification – if you use a PIN code card for connection, select “PIN code card”, in case of digipass – select “Digipass”, in case of a mobile electronic signature – “Mobile signature”.
  • Click on the button “Confirm”. Depending on the selected identification method you will have to enter the following information:
    • If you use a PIN code card for connection, you will have to enter the indicated PIN code on the card;
    • If you use a digipass for connection, you will have to enter the code generated by the digipass.
    • If you use a mobile electronic signature for connection, follow the steps described in a mobile electronic signature user guide.
  • When you first connect to Eta bankas, you will be asked to change the user’s password. Enter a new password. The password may consist only of Roman alphabet letters, numbers of other characters. Remember the new password!

More information on using Eta bankas is available in this User Manual (.pdf). While working in Eta bankas you may always look for help by clicking on the top-right “Help” button in Eta bankas window.

I receive a message about blocking. Why?

The user’s access to the system is blocked after three wrong attempts to enter connection data. It may occur due to the following reasons:

  • You have changed your user password and have attempted to enter the old one;
  • You have made a mistake while entering a password from the PIN list or a digital pass code;
  • The “Caps Lock” function was on while entering the password or the “NumLock” function was off, or another language was set.

Wrong attempts are not recalled, therefore if you have made a mistake twice and stopped connecting and the next day have made a mistake again, your access will be blocked. After successful connection the calculation of wrong attempts restarts.

Whom to address in the event of blocking?

If your connection to Eta bankas was blocked, you have to contact (either by phone or in person) your branch or unit of the Bank and your password will be changed and connection resumed.

I have forgotten my password. What shall I do?

If you have forgotten you password you will have to arrive to the nearest branch office and have your password changed; your connection will be renewed.

I have lost PIN (TAN) lists. What shall I do?

If you have lost your PIN (TAN) list immediately call Ūkio bankas and ask the bank officer to block your connection to Eta bankas to prevent unauthorized use of your password lists. After arriving to the nearest branch office you will receive new PIN (TAN) lists and your connection Eta bankas will be renewed.

What is a digital pass? How can I get it?

You may use a digital pass instead of PIN/TAN system. If you prefer to use a digital pass, inform the bank officer while signing the Eta bankas agreement. You will receive the digital pass right after you pay the set fee.
If you want to replace PIN/TAN lists by a digital pass, address your Branch or Client Service Unit.
You will learn how to use digital pass by reading the Digital Pass User manual (.pdf).

What is a mobile electronic signature? How to use it?

A mobile electronic signature is a tool of connecting to and signing in Eta bankas, which can be used by all users of Eta bankas being the subscribers of the mobile communication operator Omnitel. More information is available on mobile electronic signature page.

What is an RC USB key? How to acquire and use it?

RC USB key is a cryptographic USB medium issued by the state enterprise Centre of Registers with the qualified certificates contained therein that will allow you to safely log on Eta bankas and sign documents by an electronic signature. For more information visit RC USB key page.

A personal identity card with a chip: what is it? How to acquire and use it?

A personal identity card of the new generation is the main personal document of a citizen of the Republic of Lithuania with the help of which Ūkio bankas has created possibilities for its clients to work in Eta bankas: to connect and sign documents. More information is available on the page of personal identity card.

How much do Eta bankas services and transactions cost?

You may use internet banking system Eta bankas free of charge, i.e. there are no monthly or annual service fees. Fees for transactions performed via Eta bankas are the same or lower than for the same services rendered in the Bank’s Branches or Client Service Units.

What documents are required for a natural person to draw an Eta bankas agreement?

When you arrive to the Bank’s Branch or Client Service Unit to draw an Internet Banking Services Agreement you will be asked to show only your ID document (a passport or ID card).

If you have no account with Ūkio bankas you will have a bank account opened and will be able to mange it via Eta bankas. If you already have a bank account, no additional applications are required; just ask the bank officer to prepare the agreement for signing.

After signing the agreement you will receive the authentication tools (user name, PIN/TAN lists or a digital pass) to be used for connection to Eta bankas.

Can more than one person use Eta bankas?

Yes, you may register several Eta bankas users (e. g. your spouse, cohabitant etc.) and give them different authorizations. Each user will receive different authentication tools (user name, PIN/TAN lists or a digital pass). In your agreement with the Bank you will have to specify what authorizations are vested in each user.

Why do I fail making an international money transfer?

If you have entered all information correctly and still do not succeed making an international payment, the amount in your account in the currency you want to pay may be insufficient (currency is not converted automatically) or the money is not enough for international money transfer fee.

When are balances on payment card accounts updated at Eta bankas?

Balances on payment card accounts are updated every day at 8:30, 9:30, 11:00, 14:00, 15:30 and 17:30, if transactions were executed after the last update of balances, the available amount will be displayed upon clicking "Renew".

The session was over while entering the money transfer data. Will the transfer be performed?

If you were entering data for a long time and the session time has expired you are automatically disconnected from the system. Your transfer instructions will not be saved, therefore your will have to enter the data anew.

How to cancel the transfer via Eta bankas?
  • You may cancel the transfer yourself until you have not signed it. Select: Operations”→ “Payment status” in Eta bankas main menu.
  • After the transfer instruction is signed by TAN code, the transfer is routed for executing. To cancel the transfer fill in a template “Request to cancel the transfer” in the main menu “Messages” → “New message”.
  • If the money has been transferred to the payee, it will be returned only upon the payee’s consent. Transfer cancellation is subject to a set fee.
What is SEPA?

SEPA (Single Euro Payments Area) is an area where private customers, companies and other economic entities, regardless of their location, may send and receive domestic and cross-border euro payments under the same conditions, rights and obligations.

What is SEPA? What is the benefit of SEPA initiative?

Presently, SEPA covers all European Union Member States, as well as Norway, Iceland, Lichtenstein, Switzerland and the Principality of Monaco.

What encouraged launching the SEPA project?

Historically formed different retail payment markets in EU Member States prevent the utilisation of all possibilities granted by the EU internal market to the full extent. Business companies, when providing services in several EU Member States, or natural persons, when changing their place of residence, encounter the specificities of local payment instruments. Adaptation to them requires both time and additional costs, which restricts the competition of payment services and spread of novelties on the EU level. In addition, the absence of common standards and effective infrastructure predetermined a lower level of cross-border payment services compared to the domestic ones. EU institutions (the European Commission, the European Central Bank) take the view that no essential differences between domestic and cross-border payment services should be present in the EU internal market.

What is the aim of SEPA project implementation?

The aim of the SEPA project is to expand the market so that the same payment instruments are be used throughout it. This is aimed at ensuring a higher level of services, stronger competition, more efficient products and cheaper ways of making payments as well as creating conditions for innovations and new services.

Who is implementing the SEPA project?

Responsibility for the harmonisation of inter-bank aspects is vested in the European Payments Council (EPC). It is the major body of the European banking industry for the SEPA project coordination and decision making. The EPC has worked out SEPA Credit Transfer and SEPA Direct Debit Schemes (rulebooks and requirements) and laid down the SEPA Cards Framework. Pursuant to these requirements, payment service providers (banks, credit unions, paying agencies) prepare final payment service offers to their customers and, when necessary, offer additional services, upgrade interfaces and communicate with customers. SEPA payment instruments will receive wide application only after the users of these services are ready to use them. In this area an important role is played by enterprises and institutions of the public sector as these are the most significant users of payment services.

Who is coordinating the implementation of the SEPA project in Lithuania?

The SEPA Coordination Committee was organised by the initiative of domestic commercial banks, foreign bank branches, the Association of Lithuanian Banks and the Bank of Lithuania at the end of 2007. Seven working groups were formed to deal with specific issues. The Committee prepared and approved the Lithuanian SEPA Migration Plan, (the plan for replacing domestic payment instruments with SEPA instruments), which will be subjected to updates taking into account new information, findings of ongoing analyses, and notes and suggestions by market participants. The aim of the future is involve the largest possible number of participating institutions in the SEPA project by attracting various groups of payment service users or associations representing these groups: consumers, small and medium-sized enterprises, large enterprises, IT service developers and other stakeholders.

What are payment instruments offered by SEPA?

SEPA offers the following payment instruments:

  • SEPA credit transfers;
  • SEPA direct debit;
  • SEPA card payments.

What are SEPA credit transfers and by what they differ from the credit transfers currently performed in Lithuania?

SEPA credit transfers mean SEPA-wide credit transfers in the euro performed according to the scheme laid down by the EPC. By their nature SEPA credit transfers are very similar to credit transfers in the litas currently performed in Lithuania except for the absence of some information fields (e.g. payment code) in the scheme of SEPA credit transfers. Credit institutions operating in Lithuania seek ways of how to deal with the problem of incompatibility of the fields in order the present level of services is maintained.

Will SEPA credit transfers require change of a bank account number?

No. To initiate and/or receive SEPA credit transfer it is necessary to have an account in IBAN format. All bank accounts used in Lithuania already have numbering in IBAN format.

Are SEPA credit transfers already executed in Lithuania?

Yes. In Lithuania, like in the rest of SEPA, SEPA credit transfers were launched on 28 January 2008. The right to execute these transfers is vested in 12 Lithuanian banks and foreign bank branches taking around 94 percent of the retail payment market. Even though these banks may accept SEPA credit transfers and credit funds to the payee’s account, presently not all the banks offer the possibility to initiate SEPA credit transfers. Contact your bank regarding the possibility to initiate SEPA credit transfers. Information on SEPA payment instruments offered by banks is also posted on the Bank of Lithuania website.

Are SEPA credit transfers executed by initiating payments in other currencies than the euro?

No.

Should SEPA credit transfers cost as much as the present credit transfers in the litas?

No. Pursuant to Regulation No 2560/2001 of the European Parliament and of the Council of 19 December 2001 on cross-border payments in euro, payment service providers should equalise charges for domestic and cross-border credit transfers in euro. This does not impose an obligation on a payment service provider to apply equal charges for credit transfers in different currencies.

What is SEPA direct debit and by what it differs from the direct debit currently performed in Lithuania?

SEPA direct debit means a SEPA-wide service of funds collection in euro provided pursuant to the schemes laid down by the EPC. The EPC approved two SEPA Direct Debit Rulebooks: SEPA Core Direct Debit Scheme Rulebook and SEPA Business-to-Business Direct Debit Scheme Rulebook.

SEPA Direct Debit (Core Scheme) essentially differs from the currently provided service of funds debiting: a greater role is attached to payees (e.g. in accepting and storing authorisations) and ensuring security of payees’ funds (e.g. the possibility to recover funds within eights weeks from funds debiting).

Is SEPA direct debit already executed in Lithuania?

In the majority of SEPA-wide states SEPA direct debit service will be launched on 1 November 2009. So far in Lithuania a direct debit service in euro has not been in demand. That is the reason why Lithuanian banks are inclined to launch SEPA direct debit service after Lithuania replaces its national currency with the euro. Nevertheless, some banks may launch this service earlier.

What is SEPA payment card and by what it differs from the cards distributed in Lithuania?

SEPA payment card means a payment card the issue, transaction processing and other process participants of which follow the principles laid down in the SEPA Cards Framework elaborated by the EPC. Differently from the current procedure, the cardholders will have to always use a PIN code when performing transactions at ATMs and paying for goods and services. In addition, they will be able to use a single card for payments in the whole of SEPA. These changes are expected to be introduced by the end of 2010.

Are SEPA payment cards already available in Lithuania?

Yes. All newly issued cards by banks are EMV-complying chip cards. Nevertheless, changes in the card service infrastructure (card POS terminals, ATMs) are necessary in order all EMT principles are complied with. The plan is to introduce these changes by the end of 2010.

How will SEPA payment card principles influence merchants and service providers in Lithuania?

New technological solutions will require upgrading of the software and replacement of the hardware at shopping centres with POS terminals not processing EMV-compliant chip payments cards and without having an integrated cash register system. Automatic filling stations will also have to upgrade their technologies.

What are SEPA benefits for private consumers?

SEPA payment instruments will be accessible within the EU, and customers will need only one account. They will be able to use this account for credit transfers and direct debit payments in euro throughout the EU as simply as for the domestic payments. A wider choice of service providers as well as stronger competition will ensure higher quality of services and optimum charges. Common requirements, transparent service fees and strict money transfer time limits will ensure a transparent and straightforward payment processing.

What is SEPA benefit for the public sector?

SEPA will help the public sector to render services yet more efficiently and provide it with the following possibilities:

  • Upgrading internal systems and reviewing internal processes through their standardisation and automation;
  • Easy reach of a payer or payee in any state covered by SEPA;
  • Selection of a service provider from any SEPA state;
  • Searching the best payment service price/quality ratio;
  • Integration of SEPA payment instruments in e-government projects being in progress (electronic public procurement, electronic signature, electronic bills etc.).

What is the benefit of SEPA initiative for companies?

SEPA will help companies in simplifying payment administration. Companies will be able to execute all their financial operations in euro in a centralised manner from a single account using SEPA payment instruments. A wider choice of service providers as well as stronger competition will ensure higher quality of services and optimum charges. Payment standardisation will result in a simpler payment processing. Companies working in several states of the EU will save both time and money through payment and liquidity management in one place.

Services creating value added, for instance submission of electronic bills, electronic verification of submitted and paid bills, will help companies improve payment handling. Today these services are offered mainly at the national level as different payment formats being used make it difficult doing this an the international level.

Are there any requirements laid down for the interface between a payment service provider and a customer?

No. However, the recommendation is to use messages on the basis of ISO20022 standard and XML syntax in the environment of EMT payment service provider and customer. This would allow the customers to simpler change a payment service provider and would create a possibility of using additional services (e.g. structured payment purpose).

When is the final date scheduled for the implementation of the SEPA project?

Presently, there is no legal act laying down the final date of expiration of current payment instruments, i.e. the date until which market participants will have to fully adopt SEPA payment instruments even through the European Commission and the European Central Bank are actively addressing the issue of the need of such a legal act.

Where is more information about SEPA available?
Where to find Ūkio bankas ATM or Ūkio bankas unit?

You will find the locations of Ūkio bankas ATMs as well as the addresses of branches and units in Ūkio bankas Contacts page.

If you have more questions, you are welcome to send us your inquiry via the internet or call the nearest Ūkio bankas branch office.