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Support and FAQs

On this page, we have compiled frequently asked questions by theme. You can also ask us questions via chat or look for an answer with a search word.

      Current issues

      Nordea Customer Service opening hours  

      Nordea Customer Service, tel 0200 70 000 (local network charge/mobile call charge), is open Mon–Fri from 8.00 to 18.00 (service in English). You may get through quicker if you call us 9.00–11.00 or 13.00-16.00. We also recommend that you identify yourself with your access codes for quicker service and secure banking.

      Read more about Nordea Customer Service

      Frequently asked questions

      Did you receive a customer letter from us in Nordea Mobile? Tips to open the link.

      The link to the customer letter may open in a couple of different ways depending on your phone’s settings. The file may open directly on your screen or in some cases you may find it in the downloaded files on your phone. The revisions to the tariff and the new card terms and conditions included in the customer letter are also available at nordea.fi/customerletterOpens new window.

      How can I add flexibility to my housing loan repayments?

      Nordea’s new housing loans come with a FlexiPayment feature which allows you to take a break from the instalments or pay only part of the instalments in addition to the interest. Another option is to apply for a payment holiday. We apply normal credit-granting procedures to FlexiPayment and instalment-free periods, considering any exceptional circumstances.

      Read more.Opens new window

      When will the instalment-free period I applied for become valid?

      Your instalment-free period and FlexiPayment will become valid as of the next loan repayment. Please apply for the change well in advance of the due date on your next repayment to avoid potential delays in making the changes you have requested because of a temporary overload in our Customer Service.

      If you have an existing FlexiPayment feature, please note that you must make the changes to your loan repayment before 23.00 on the day preceding the original due date. If the original due date of the repayment is on a Saturday and the debiting of the repayment is automatically postponed until Monday, you still need to make the change by 23.00 on Friday. If the original due date of the repayment is on a Sunday and it will be charged on Monday, you need to make the change by 23.00 on Saturday.

      My card doesn’t work, what should I do?

      There may be various reasons for why your card isn’t working. Read more on our page “When your card is not working”Opens new window where we have compiled the most typical situations in which your card might not be working and instructions on how to fix it.

      How do I report a lost card and file a complaint?

      If your card is lost or fallen into the wrong hands, it’s important to act fast. In mobile bank, you can instantly block the use of the card temporarily or cancel the card permanently. If your card has fallen into the wrong hands and you notice transactions in your account you don’t recognise, file a card complaint. See our instructions on what to do when your card is lost or you want to file a card complaint.Opens new window

      What do I do if I have excess balance in my credit account due to a refund?

      If you have excess balance in your credit card account due to a refund from a travel agent or an airline, for example, you don’t necessarily have to do anything. You can use the excess funds that exceed the credit amount granted on your credit card as usual. You don’t pay any interest on payments made from the excess balance. 

      If you want to transfer the excess funds to your bank account, please contact our Customer Service and we will transfer the money on your behalf free of charge. 

      Self-service transfers are subject to a fee in accordance with our tariff.

      I have forgotten my PIN. Where can I find it?

      You can check your PIN easily and free of charge from either mobile bank or Netbank. In mobile bank, you can check your PIN by selecting the card and tapping PIN code -> Show PIN. In Netbank, you can check your PIN under Overview or Finances -> Cards -> select card -> View PIN -> Show PIN. 

      How can I add flexibility to my credit card or consumer credit repayments?

      Nordea’s credit cards and FlexiCredit offer several ways to ease your financial situation. You can get instalment-free months or decrease the instalment percentage for your credit card repayments, for example. You can make these changes to your card settings in Netbank.

      See instructionsOpens new window

      How can I terminate my account?

      You can terminate your account by contacting Nordea Customer Service via chat, netbank message or by calling, tel 0200 70 000 (local network charge/mobile call charge). You can log in to chat with other banks’ online banking codes, too.

      Where can I find my PerkAccount statement?

      The location of PerkAccount e-statements has changed as of 1 October 2020.

      E-statements covering transactions registered in September 2020 or later will be available in the new Netbank under Finances > Documents.

      The e-statements created between 25 February 2020 and 30 September 2020 will remain available in both the new and old Netbank under Contact > Agreements and documents. Older e-statements created before 25 February 2020 are available in the old Netbank under Everyday finances > Documents. A new e-statement will be created two banking days after the end of the previous month at the earliest.

       

      Frequently asked questions

      Online and mobile services

      Here you can find answers to most frequently asked questions about online and mobile services.

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      Cards and payments

      Here you can find answers to most frequently asked questions about cards and payments.

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      Loans and credit Opens new window

      Here you can find answers to most frequently asked questions about loans and credit.

      See questions and answers Opens new window

      Savings and investments

      Here you can find answers to most frequently asked questions about savings and investments.

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      Accounts and transfers

      Here you can find answers to most frequently asked questions about accounts and transfers.

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      Death estates

      Here you can find answers to most frequently asked questions about death estate's banking matters.

      See questions and answers

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      Solutions for your everyday banking

      We offer you solutions that provide you with flexibility and security for your everyday banking. Learn how you can apply for a payment holiday on your housing loan and add flexibility to your monthly repayments or how an insurance policy can help secure your finances. Most of these changes can be made and applications submitted directly in Nordea Mobile or Netbank.

      Our Customer Service provides you with information and advice on banking matters

      When you call us, it is a good idea to identify yourself with your access codes for faster service.

      Read more about Customer Service

      Security

      Netbank and access codes allow Nordea to offer secure banking services and to protect your information according to the laws and legislation concerning information security.

      Read more about security

      Give us feedback

      Based on your feedback, we can improve our services, develop our products and convey your thanks and suggestions for improvements to the right place.

      Read more about feedback