Frequently asked questions

Top 5 most frequently asked questions

What is Cashback and how do I activate it?

Cashback means that you will get a cash reward for the purchases you pay with your credit card. You can use cashback right away when you have Nordea Platinum or Nordea Black – no separate activation is necessary.

Starting from 1 May 2026, Cashback rewards will be available also with Nordea Gold. This feature will also be applied automatically to all existing cards.

Read more about Cashback rewards

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:

1. 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
2. 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. 

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:

1. Select Payments and e-invoices on the Overview tab. Then select Rejected.
2. Open the rejected payment.
3. Delete the payment.

In Nordea Netbank:

1. Go to the Overview page.
2. Select Rejected under Payment status.
3. 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.

1. 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

2. Select the method of logging in. You can use the Nordea ID app, Nordea ID device, or talking code calculator for authentication. 

3. Once logged in to the Netbank, select Payments from the menu and then New payment.
4. Specify the account you wish to pay from. Proceed to fill out the payment details.
5. 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:

• Watch a video about Nordea Netbank
• Read our Nordea Netbank guide

Where can I find my account statements?

In Netbank you can find the digital account statements by selecting your name and then select Documents. For the most recent account statements, select Archive. Open the Archive in Netbank

In Nordea Mobile the digital account statements are available under your Profile, select Documents and then Archive.

It takes at least three banking days after the end of the previous month before you can retrieve the latest account statement in Nordea Mobile and Netbank. 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.