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Top 5 most frequently asked questions
- Where can I find my account statements?
Here’s how you can find your account statements in Nordea Netbank:
To find your account statements in Nordea Netbank, first select the menu with your name and then “Documents”. For the most recent account statements, select “Archive”. Open the archive in Nordea Netbank
Here’s how you can find your account statements in Nordea Mobile:
Select the account you want under “Accounts and cards”, scroll down the account view and select “Settings” and “Account statements”. You can see your account statements from the previous 12 months with the most recent one on top. You can also search for account statements by date. The account statement will open in a new window. This feature is available from app version 4.32 onwards.
You can also find your account statements by selecting “Profile”, then “Documents” and “Archive”.
You can retrieve the latest account statement in Nordea Mobile and Netbank after three banking days from the end of the previous month. The account statement is created only if you have had transactions in the account.
Account statements will be stored for the current year plus six years.
- What does the new Loyalty Programme mean for me?
We will update our Loyalty Programme effective from 1 May 2026. At Nordea, all customers have access to a comprehensive set of basic benefits. The more you bank with us, the more you will benefit.
Key changes to our Loyalty Programme:
- We will keep our existing customer group Premium Customers, but also introduce a new customer group called Value Customers. As our Value Customer, you’ll get more benefits and lower prices. As our Premium Customer, you’ll enjoy our very best benefits and the most competitive prices.
- Young customers will get to keep their benefits for longer. Going forward, young adults will be eligible for benefits from ages 18 to 27. Previously, our young customer benefits applied up to age 25.
- We will expand cashback rewards in our card range. With the cashback feature, you get money back when you use the credit facility of your Nordea Gold or Nordea Platinum to pay for your purchases. This feature is already available with Nordea Platinum, and it will be introduced for Nordea Gold on 1 May 2026.
You can see your customer group and the benefits you’re entitled to in the letter we sent you. It’s available digitally in the Messages section in Nordea Mobile and Netbank (under the Help tab). If you don’t bank online, you have received the letter on paper by post. These updates do not affect children under 18 and estates, so they have not received a letter.
Your customer group depends on how much you bank with us. The information in the letter about your new customer group is based on data in our systems on 30 November 2025.
- Why didn’t my instant payment go through and why was it rejected?
Your instant payment may have been rejected for a few different reasons:
- The receiving bank doesn’t support instant payments.
In some countries, not all banks can receive instant payments yet. We check this automatically and switch your payment to a standard credit transfer if the receiving bank doesn’t support instant payments. You’ll receive a notification if the payment type is changed.
Read more about instant payments - There was a technical delay at the receiving bank.
If the bank doesn’t respond quickly enough, the payment is automatically rejected.
What should I do if my instant payment is rejected?
We recommend completing the payment as a standard credit transfer instead. A standard transfer is also fast — your money usually arrives on the same or the next banking day. If you make a standard credit transfer between two Nordea accounts, it will be processed on the same day regardless of the day of the week.
- The receiving bank doesn’t support instant payments.
- My payment was rejected. What should I do?
A rejected payment will disappear automatically after 14 to 28 days. You may also be able to delete it yourself by following these steps:
In Nordea Mobile:
- Select Payments and e-invoices on the Overview tab. Then select Rejected.
- Open the rejected payment.
- Delete the payment.
In Nordea Netbank:
- Go to the Overview page.
- Select Rejected under Payment status.
- Click on the three dots at the end of the payment row and select Delete payment.
Sometimes a rejected payment can’t be deleted. In that case, you simply need to wait for it to disappear automatically after the set period (14–28 days). If your payment was rejected for security reasons, please contact us.
Common reasons for a rejected payment
- There isn’t enough money in your account.
- The payment wasn’t approved or confirmed in time.
- The recipient’s account number is incorrect or doesn’t exist.
- The recipient’s account has a restriction preventing them from receiving the money.
Confirming a rejected payment
If you want to confirm a payment that has already been rejected, you need to edit the payment and confirm it again. If editing the payment isn’t possible, you can copy the payment details and make a new payment with the same details.
- How do I pay my bills safely in Nordea Netbank?
For Nordea Netbank, you need an internet connection, a Nordea username, and either the Nordea ID app on your smartphone, a Nordea ID device, or a talking code calculator. All meet the latest security requirements.
- Open your internet browser and go to www.nordea.fi. Select Log in from the Menu bar. You can also access netbank by typing in your browser's address bar: nordea.fi/netbank
Select the method of logging in. You can use the Nordea ID app, Nordea ID device, or talking code calculator for authentication.
- Once logged in to the Netbank, select Payments from the menu and then New payment.
- Specify the account you wish to pay from. Proceed to fill out the payment details.
- Select Confirm. You will then be taken to the authentication page. Once the authentication has been completed, your payment will be created. For authentication, use the same device you used to log in.
Done!
You can also check out the following instructions:
