Frequently asked questions about online and mobile services

Frequently asked questions about access codes and e-identification

How can I obtain access codes for my underage child?

The most convenient way is to use the Open service online for a child -service where you can establish a customer relationship for the child and open the basic service package which includes a current account, a savings account, an Electron card and access codes.

What is e-identification and how can I start using it?

E-identification, in other words, strong electronic identification, is part of Nordea’s access codes. With the access codes, you can identify yourself when in Netbank and mobile bank, when contacting Nordea Customer Service or other service providers’, such as Kela’s, services. In addition, the access codes are needed for the confirmation of card purchases online.

The access codes are opened without e-identification. To obtain e-identification, you must visit a Nordea branch in person and prove your identity with an identity document accepted by the bank.

Frequently asked questions about Code App

How can I update the Nordea Codes app?

The easiest way to keep your code app up to date is by enabling automatic updates for apps on your device.  

You can always have the latest version of the code app by updating it in your app store (Google Play or App Store). But remember not to delete the app from your device. If you delete it, you will have to activate it again with a new activation code.

Changing phones - How can I use my old phone´s code app to get the code app on my new phone?

You can move the code app to your new mobile device using the old device. Make sure both devices are connected to the internet and have the latest version of the code app.

Download the code app on your new device from the Appstore. Start the enrollment in the old device by choosing the user you want to move and then choose “Activate in another device”. Follow the instructions in the app to create a QR-code and open the app in the new device. You can now activate the new code app by scanning the QR-code from the old device. Once the code has successfully been read you can create your own user profile and PIN-code. The code app is now ready for use.

Changing phones - How can I get the code app on my new device when I can´t use my old code app?

You need an activation code and temporary PIN-code to activate Nordea Codes on a new device. To ensure safe usage the app can´t be copied from one device to another and it must therefore be downloaded separately for each device. You can order activation codes by:

  • Calling customer service Mon-Fri 8-18 at 0200 70000
  • Chat if you have credentials from another bank or Nordea Codes on another device
  • At the branch office, be sure to bring valid identification

We recommend that you download the code app on two different mobile devices. By doing this, you ensure that you can continue banking normally even if you lose the other device or it is broken.

How do I activate the code app?

The easiest way to find the instructions for activating the code app in various situations is by going to the Nordea Codes app page. The instructions vary depending on whether you are installing the code app for the first time ever or whether you are switching to a new device, in which case you have to activate the app again. It is easier to activate the app on a new device if you already have it installed and activated on another device. But if you don’t, no need to worry – you can reactivate the app with a new activation code.

See the instructions on the Nordea Codes app page.Opens new window

How can I obtain access codes for my underage child?

The most convenient way is to use the Open service online for a child -service where you can establish a customer relationship for the child and open the basic service package which includes a current account, a savings account, an Electron card and access codes.

Frequently asked questions about code calculator

What is a code calculator?

A code calculator is a secure alternative for customers who are not using a smartphone or tablet on which the code app could be installed.  

The code calculator is lightweight, compact, and handy to carry, for example, in the card pocket of your wallet. You can also choose a talking code calculator that has been specially designed for our visually impaired customers. 

How can I start using the code calculator?

You can order a code calculator from the old Netbank for personal customers on the ‘Edit Netbank’ tab, under ‘Access codes’. In the new Netbank, you can order it from ‘Other services’ > ‘Access codes’. Or alternatively, you can call Nordea Customer Service. The order for the first code calculator is free of charge. The following code calculators are subject to a fee in accordance with Nordea’s tariff. 

What is the PUK code that the code calculator asks for?

‘PUK’ is an abbreviation of the words ‘Personal Unblocking Key’ and it is used to open a locked device. If your calculator asks for the PUK code, contact Nordea Customer Service where they can unlock the calculator.

How long will the code calculator last?

The code calculator works on a battery, which is estimated to last about seven years, depending on how much you use the device.

Frequently asked questions about mobile bank - Nordea Mobile

What devices are compatible with Nordea Mobile?

Nordea Mobile works on all Android devices running version 5.0 or higher and on all iOS devices running version 10.0 or higher.

I can’t update my phone to iOS 10. Can I still use Nordea Mobile?

No. Nordea Mobile has been developed for devices running iOS 10.0 or higher. We recommend using personal customers’ Netbank with your device’s browser.

I can’t update my phone to Android 5.0. Can I still use Nordea Mobile?

No. Nordea Mobile has been developed for devices running Android 5.0 or higher. We recommend using personal customers’ Netbank with your device’s browser.

I have a Windows phone. Does it support Nordea Mobile?

No. Nordea Mobile can’t be used on Windows phones. However, you can use personal customers’ Netbank with your device’s browser.

What do I need in order to be able to download Nordea Mobile?

You can download Nordea Mobile if you have a valid Netbank agreement. Read more. 

How much does Nordea Mobile cost?

Nordea’s general terms and conditions will be applied to the mobile bank. Read more about the terms and conditions and fees.

Can I use my fingerprint or Face ID for logging in to Nordea Mobile?

Yes, you can use your fingerprint or Face ID to log in. You can also use the code app or a code calculator.

Why do I have to download the code app if I want to use the mobile bank?

Nordea needs to use a secure way of identifying its customers. The code app meets the latest security requirements.

How can I change the order of my accounts?

Edit the Home page by clicking the ‘Edit’ button. Go to the ‘Overview’ tab and click ‘Edit’ in the upper right corner. You can change the order of the accounts by dragging and dropping them.

Can I open a new account in Nordea Mobile?

No. It’s not possible to open an account in the new mobile bank at the moment. However, we’re planning on adding this feature to the app.

What’s the difference between Nordea Mobile and personal customers’ Netbank?

You can do nearly all your daily banking in the mobile bank. Nordea Mobile is missing only some features which can be found in personal customers’ Netbank.

Do I have to buy a new mobile phone?

If your device can’t be updated to Android 5.0 or higher or to iOS 10.0 or higher, you need a new phone for using Nordea Mobile. Nordea Mobile can’t be used on Windows phones either. If you don’t want to buy a new phone, we recommend using personal customers’ Netbank with you device’s browser.

Why can’t I find Nordea Mobile from the App Store or Google Play?

The Nordea Mobile app has been developed for devices running Android 5.0 or higher or iOS 10.0 or higher. If you have an old phone, it may not be possible to update its operating system. Nordea Mobile is not available for Windows phones.

I’m using a code card. Can I log in to the new mobile bank with it?

You can’t use a code card for logging into the mobile bank. 

Is there a limit on how long a banking session can last? Will the app log me out after a certain period of time?

Yes. The mobile bank app automatically logs you out after 5 minutes of inactivity.

I can’t log in to the mobile bank app. What could be the issue?

This situation is caused because the operating system in some devices closes the mobile bank app when the code app is activated on top of it. It is possible that some power saving features have been activated in these devices and they actively close the apps in the background.

Frequently asked questions about Siirto

What do I need to use Siirto?

If you are a customer of Nordea or Osuuspankki, you can set up Siirto by downloading the app to your phone and authenticating your identity with your online banking codes. This ensures that all users can make and receive payments securely using just their phone numbers. 

Conditions for adopting the service: 

- Nordea’s customers will need the Nordea Codes app. Other banks’ customers will authenticate themselves with the online identification methods used by their bank. Further information on the banks and payment services providers participating in the Siirto payment system is available on www.siirto.fi.Opens new window

- The app is used with a smart phone (iOS or Android). 

- Nordea customers aged under 15 will be able to start using the service once their guardian has first called Nordea Customer Service, tel. 0200 70 000. 

- If you do not have a Finnish personal identity number, please call Nordea Customer Service, tel. 0200 70 000.  

Is my account balance always shown up to date in the Siirto service?

As you are Nordea’s account customer, the balance is always updated when your phone is connected to the Internet. Balance information is not shown to customers of other banks.

How quickly is cash transferred between bank accounts?

Transfers between Siirto users’ bank accounts take place instantly, so the cash becomes available to the recipient once the transfer is made. Payments are transmitted as normal account transfers if there is no real-time payment connection between the payer’s and the recipient’s bank account. In this case, a payment will reach the recipient by the next day at the least, depending on the time of the transfer is made.

My phone number changed and I have a new number. What should I do?

You can delete a phone number in the account settings of the app by de-activating your account. After this, re-register for the app and enter your new phone number while activating the service.

Is it safe to use Siirto?

Siirto is a modern and safe means of transferring cash between users. If you suspect that your password or other means of identification has fallen into the wrong hands, you must report this to Nordea without delay.

What should I do if my payment isn’t transferred to the recipient?

Please check every time you pay that the name of the recipient confirmed by the bank is correct – don’t make the payment if the name is someone other than the intended recipient. The payment will be made to the recipient based on their phone number registered in the service. A phone number can be linked to only one account at a time. Payments are transferred to an account with the bank to which the phone number is linked at the time of payment. Ask the recipient to check whether the payment was credited to their account in another bank instead of Nordea.

Frequently asked questions about Apple Pay

Mikä on Apple Pay?

Apple Pay on Applen tuottama palvelu, jossa voit tehdä luottokorttimaksuja Apple Pay –mobiilisovelluksen avulla omalla iPhonellasi, iPadillasi, Apple Watchillasi tai Mac-tietokoneellasi. Maksaminen on siis mahdollista näillä laitteilla, ilman fyysistä muovikorttia.

Kuinka turvallinen Apple Pay on?

Hyvin turvallinen. Apple Pay käyttää vahvoja turvallisuustoimintoja, jotka on rakennettu suoraan puhelimeesi ja sen ohjelmistoon. Apple ei pääse käsiksi maksukorttisi tietoihin, eikä niitä luovuteta myöskään kauppiaalle maksutapahtuman yhteydessä. 

Apple Pay käyttää jokaiseen ostokseen laitekohtaista numeroa ja uniikkia maksutapahtumakoodia ja jokainen maksutapahtuma vaatii sinulta vahvistuksen Touch ID:llä tai tunnuskoodilla. Muistathan aina käyttää turvallisia salasanoja tai koodeja, ei esimerkiksi 1,2,3,4 tai 0,0,0,0.

Jos puhelimesi katoaa, eivät ulkopuoliset näe korttitietojasi tai pääse maksamaan puhelimellasi ilman tunnistautumista. Jos taas korttisi katoaa, saat uudet heti käyttöön puhelimeesi. 

Millä laitteilla voin käyttää Apple Pay -palvelua?

Voit käyttää Apple Pay -palvelua seuraavilla laitteilla:


iPhone

iPhone (iOS 11+)

iPhone X

iPhone 8

iPhone 8 plus

iPhone 7

iPhone 7 Plus

iPhone 6s

iPhone 6s Plus

iPhone 6

iPhone 6 Plus

iPhone SE


Apple Watch

Apple Watch Series 3

Apple Watch Series 2

Apple Watch Series 1

Apple Watch (1. sukupolvi)


iPad

iPad (5th generation)

iPad Pro (12.9-tuumainen)

iPad Pro (9.7-tuumainen

iPad Air 2

iPad mini 4

iPad mini 3


Mac

MacBook Pro Touch ID –tekniikalla

Mac-tietokoneet 2012 vuosimallista eteenpäin yhdessä iPhone-puhelimen tai Apple Watch –kellon kanssa, joissa on Apple Pay –aktivoituna.

Kuinka otan Apple Payn käyttöön?

Jos käytät mobiilipankkia tai Nordea Wallet -sovellusta:

Mene “Omat korttini” osioon ja valitse maksukortit, jotka haluat liittää, valitse toiminnoista “Lisää Apple Wallettiin” ja seuraa ohjeita. Vahvista liittäminen pankkitunnuksillasi.


Jos käytät Apple Wallet -sovellusta:

Avaa sovellus, lisää maksukorttisi Apple Wallet –sovellukseen ja vahvista Nordea Walletin tai pankkitunnusten avulla tai asiakaspalvelun kautta.

Missä voin maksaa Apple Payllä?

Kaupoissa

Voit maksaa Apple Payllä kaupassa kun näet maksupäätteessä lähimaksutunnisteen.


Verkkokaupoissa

Voit myös käyttää Apple Pay –palvelua verkkokaupoissa ja monissa sovelluksissa.


Sovellukset ja verkkosivut

Käytä "Pay with Apple Pay" (Maksa Apple Payllä) painiketta tai “Apple Pay as a payment method" (Valitse maksutavaksi Apple Pay) vaihtoehtoa.

Miten maksan Apple Payllä?

Kaupassa

Pidä iPhone lähellä langatonta maksupäätettä ja sormeasi Touch ID -painikkeella. Apple Watch –kellolla, tuplaklikkaa sivun painiketta ja pidä kelloa maksupäätteen vieressä.


Sovelluksissa ja verkkosivuilla

Valitse maksutavaksi Apple Pay ja vahvista sormenjälkesi avulla Touch ID:n kautta.


Mac-tietokoneella

Valitse maksutavaksi Apple Pay ja vahvista iPhonen tai Apple Watch –kellon kautta.

Edellyttääkö Apple Payn käyttäminen kaupassa verkkoyhteyttä?

Ei. Maksaminen tapahtuu lähimaksua tukevien maksupäätteiden kautta. Tunnistat tällaisen maksupäätteen lähimaksamisesta kertovasta kaarisymbolista. 

Millä maksukorteilla voin käyttää Apple Pay -palvelua?

Apple Pay -palvelua voi käyttää kaikilla Nordean henkilöasiakkaiden korteilla. Käyttö onnistuu myös yritysasiakkaiden Nordea First Card-, Nordea Business Mastercard- ja Business Visa -korteilla sekä henkilöasiakkaiden Stockmann-, Finnair Plus- ja Tuohi-yhteistyökorteilla. 

Voinko maksaa Apple Payllä, vaikka kortissani ei ole lähimaksumahdollisuutta?

Kyllä voit. Apple Payhin voi liittää myös kortit, joissa ei ole lähimaksumahdollisuutta. 

Miten maksu vahvistetaan?

Kun käytät Apple Paytä kaupassa, maksua ei tarvitse erikseen vahvistaa. Riittää, että avaat puhelimen lukituksen ja viet puhelimen maksupäätteen lähelle. 

Kun maksat ostoksia verkossa, valitse maksutavaksi Apple Pay ja seuraa ohjeita. 

Miten Apple Pay eroaa lähimaksukortilla maksamisesta?

Apple Payllä voit maksaa myös yli 25 euron ostokset. Avaa puhelimen lukitus ja vie puhelin maksupäätteen lähelle. Maksua ei tarvitse vahvistaa erikseen, kunhan puhelimen lukitus on avattu.

Mistä tiedän, että maksu onnistui?

Maksupääte ilmoittaa, kun maksu on hyväksytty. Verkossa maksu on onnistunut, kun näet ilmoituksen hyväksytystä maksusta. 

Mistä ja milloin ostokset veloitetaan?

Ostokset veloitetaan kortiltasi samaan tapaan kuin normaalisti kortilla maksaessasi. Ostokset näkyvät sovelluksessa välittömästi maksamisen jälkeen.

Kuulun kanta-asiakasohjelmaan, joka on yhdistetty korttiini. Saanko Apple Payllä maksamisesta kanta-asiakasohjelman pisteitä?

Valitettavasti Apple Pay ei tue useimpia pohjoismaisia kanta-asiakasohjelmia, jotka on yhdistetty maksukorttiin. Se, onko pisteiden kerääminen mahdollista, riippuu siitä, onko kanta-asiakasohjelmaa tarjoava yritys kehittänyt sitä varten erillisen sovelluksen. Kysy lisätietoja yritykseltä, jonka kanta-asiakasohjelmaan kuulut.

Onko Apple Payn käyttöön ikärajaa?

Apple Payn käyttöön tarvittavan Apple ID:n ikäraja on 13 vuotta, eli sama ikäraja koskee käytännössä myös Apple Payn käyttöä.  

Apple Payn asennus ei onnistu, mitä teen?

Mikäli sinulla on ongelmia Apple Pay -sovelluksen käytössä, teknistä tukea löydät osoitteesta: support.apple.com/fi-fiOpens new window 

Kirjoita sivulla olevaan hakukenttään Apple Pay ja löydät sovelluksen tukisivuston. 

Frequently asked questions about Google Pay

What is Google Pay?

Google Pay is the simple and convenient way to pay in stores, online and in-apps using your Android devices.  

Which devices I can use Google Pay with?

Any Android smartphones and tablets running Android Lollipop 5.0 or above. To make in-store payments, your phone also needs to support NFC (Near Field Communication). To check for NFC, look for it in your phone’s Settings app. 

My Android device is Lollipop 5.0 or above, but I encounter problems when using Google Pay. What to do?

We have been reported that some devices might have issues/bugs with Google Pay, in such a case, please contact your device manufacturer. 

How do I add my card on Google Pay?

You have three ways to add your card on Google Pay:

Nordea Digital Mobile 

  1. Download Nordea Digital Mobile
  2. Click on “Add to Google Pay” and just follow the instructions
  3. Accept terms and conditions

Through Nordea Wallet

  1. Make sure you have the latest version of the Nordea Wallet (Google Play)–app and open it.
  2. Choose your card and click ”Add to Google Pay”
  3. Follow registration steps and your card details are added.
  4. Accept the terms & conditions
  5. Download Google Pay app

Through Google Pay

  1. Download Google Pay from Google Play an open it
  2. Click “+ Payment method” button on the payment –tab and just follow the instructions. 
  3. Accept Terms & Conditions
  4. Confirm registration in the Nordea Wallet –app

Do I need to download Google Pay -app to make payments with Google Pay?

Google Pay can be used without Google Pay -app. However, if you want to e.g. change your default card, you need the application so it is recommended to be installed. 

Where I can pay with Google Pay?

You can pay with your Android Phone at hundreds of thousands of merchants. Easily pay wherever contactless payments are accepted. You can also use Google Pay in many of your favorite apps. Just look for the Buy with Google Pay button. You can see the apps that accept Google Pay on the Google Play Store.

How do I pay with Google Pay?

When paying in-store:

  1. For low value payments (under NFC limit) you just need to hold your device near the contactless payment terminal. For high value payments (exceeding NFC limit) you need to unlock your device and hold it near the terminal. No need to open the app.
  2. Hold the back of your device near the contactless payment terminal and wait for the blue checkmark.

When paying within apps:

With Google Pay, you can check out in hundreds of apps without having to enter your payment information. Catch a ride, order takeout, or get tickets to that just-announced show with the simple press of a button. Just look for the Buy with Google Pay button.

Do I need internet connection when paying in-store using Google Pay?

You don’t need. Paying is executed through payment terminals that support traditional contactless card payments. Just look for the contactless payment -symbol. 

Which payment cards I can use with Google Pay?

All Nordea consumer cards are available for Google Pay, as well as the corporate card Nordea First Card. For Finland also: Nordea Business Mastercard and Business Visa and the co-branded consumer cards Stockmann, Finnair Plus and Tuohi.

Can I pay with Google Pay if I don't have a NFC enabled cards?

Yes. With Google Pay you can also use your cards that don’t support NFC payments. 

How do I confirm payment?

You don’t specifically need to confirm your payment when paying in store – just open your phone and hold it close to the terminal. 

When paying online follow the instructions when using Google Pay at the checkout. 

How does Google Pay differ from traditional NFC paying?

You can also pay purchases exceeding (Norway: NOK 200,- Finland: EUR2 5, Sweden: SEK 200, Denmark: DKK 350,-) Just unlock your phone and hold it near the contactless payment terminal. No need to verify each payment separately as long as the phone is unlocked.

How do I know that the payment was successful?

Payment terminal lets you know when your payment has been accepted. In online, payment process is finished when you see the notification of accepted payment. 

Where and when payment is executed?

Your payments are charged similarly as when paying with your card. You will see your purchases immediately in your application.

Can I use Google Pay with my rooted Android device?

Unfortunately, Google Pay won’t work on a rooted device.

How secure is Google Pay?

When you use your phone to pay in stores, Google Pay doesn’t send your actual credit or debit card number with your payment. Instead, a virtual account number is used to represent your information – so your card details stay safe.

I have a loyalty scheme attached to my card. Am I able to collect points also when paying with mobile?

Unfortunately, in most cases Google Pay doesn’t support Nordic loyalty schemes attached to payment cards. However, this is dependent if the company providing loyalty scheme has developed a separate solution for this. Please ask your loyalty scheme provider for more information.

What should I do if my phone gets lost?

Android Device Manager ( www.google.com/android/devicemanager ) will help you find, lock, and erase your phone. Also, you can simply search “Find my phone” and Google will show you where it is on a map. There’s no need to cancel your credit card. 

In addition, please remember that Nordea 24/7 Customer Service is always ready to help you if your phone or card is lost. 

Onko Google Payn käyttöön ikärajaa?

Googlen asettama ikäraja on 16 vuotta. Alaikäisenä tarvitset palvelun käyttöönottoon huoltajiesi tai edunvalvojiesi hyväksynnän.

Contact Nordea Customer Service  

Mon-Fri 8.00 - 18.00

0200 70000 (lnc/mcc*)

* local network charge/mobile call charge