Frequently asked questions

Top 5 most frequently asked questions

How do I activate the Nordea ID app?

After you have installed the Nordea ID app on your mobile device, you can activate it directly in the app.

1. Open the Nordea ID app.
2. Name your profile and select your country, language and customer type.
3. Select the relevant activation method and verify your identity.
4. Order the 10-digit activation code as a text message and enter the code into the app.
5. The last thing you need to do is choose a 4 to 8 digit PIN, which you will use to log in to the Nordea ID app.

Your Nordea ID app is now ready to use!

Read more about the different options to activate the Nordea ID app

My payment was rejected. What should I do?

A rejected payment will disappear automatically after 14 to 28 days. 

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.
• The receiving bank doesn’t support instant payments.
• There was a technical delay at the receiving bank.

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.

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.

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.

How can I help my elderly friend or relative with their banking?

As our loved ones age, managing daily banking tasks can become more challenging. In addition to memory issues, other health conditions may also affect their ability to handle these matters. You can support your friend or relative with paying bills and using other banking services in the following ways:

1. Guide and advise: Does your friend or relative need help using Nordea Netbank or Nordea Mobile? One good idea is to help them switch from paper invoices to e-invoices and set up automatic payments to avoid missed due dates. You can also help your loved one to learn how to use the Nordea ID app or the Nordea ID device. Read more about helping your loved ones with their banking.
2. Ask for an authorisation: You can ask your friend or relative to authorise you to use their account from which they pay their bills. This requires that you are our customer and have personal Nordea access codes. Both you and your friend or relative (the account holder) must also give consent. The right to use an account can be arranged by calling us, provided that both of you can verify your identity during the call. If this is not possible, you should book an appointment in-branch.
3. Prepare a power of attorney: If you notice that your loved one is no longer able to do their banking independently, the best solution is to prepare a continuing power of attorney while it’s still possible. Your loved one must understand the significance of the power of attorney. If their condition deteriorates quickly, it’s no longer possible to give a valid authorisation. In such a case, the decision will be made by the guardianship authority. Read more about how to prepare a continuing power of attorney.

Remember that Nordea access codes are always personal, so you can’t use your friend’s or relative’s access codes. However, you can assist them while they do their banking in Nordea Netbank, for example.

You can ask for further information by contacting Nordea Customer Service or our dedicated helpline for older customers. Learn more about our support for using digital banking services.

How do I manage a deceased person’s estate?

Dealing with practical matters can feel overwhelming during a time of grief. We provide guidance on managing the banking affairs of an estate, both before and after the estate inventory.

Read our guidance on managing the banking affairs of an estate