1 USER MANUAL 1 FREQUENTLY ASKED QUESTIONS AND ANSWERS CONCERNINGDIREKTNET AND MOBILE APPLICATIONS USER MANUAL Frequently asked questions and answers concerning Raiffeisen’s internet banking and mobile application services August 2021 Frequently asked questions and answers concerning the Raiffeisen DirektNet, internet banking and Mobile Token 2 3 4 FREQUENTLY ASKED QUESTIONS AND ANSWERS CONCERNINGDIREKTNET AND MOBILE APPLICATIONS USER MANUAL 5 FREQUENTLY ASKED QUESTIONS AND ANSWERS CONCERNINGDIREKTNET AND MOBILE APPLICATIONS USER MANUAL 6 USER MANUAL 2 Login with Password ........................................................................... 11 CONTENTS What shall I do if I have entered the wrong password several times, and cannot log in to the system? ................................................................. 11 1 TECHNICAL REQUIREMENTS .................................................. 6 Why request SMS notification on logins to DirektNet? ............................ 11 I. GET STARTED ................................................................... 7 d...................... Signature of orders; signature devices ............... 12 a. .................... Applying for the service ...................................... 7 When should I use the SMS signature? ................................................. 17 Why use DirektNet? ............................................................................. 7 When should I use the DirektNet login Password upon signature? ............ 19 Why use the myRaiffeisen mobile application? ........................................ 7 Can I use Hardware Token instead of SMS signature? ............................ 20 How shall I request DirektNet if I have a Raiffeisen bank account? ............. 7 What is “dual signature”? ................................................................... 20 How shall I request DirektNet if I have NO Raiffeisen bank account? ......... 7 Can I as a corporate customer use Mobile Token? ................................. 20 How shall I apply for the myRaiffeisen mobile application? ....................... 8 e. ..................... Services ............................................................ 21 b. .................... Activation and security ....................................... 8 What services can I access as a retail customer? ................................... 21 How shall I activate DirektNet upon my first login? ................................... 8 What is the Customer Profile selector? .................................................. 22 Activation steps: ................................................................................... 9 Where can I find customer profiles? ..................................................... 22 What password to choose? ................................................................... 9 Content of the customer profile selector ................................................. 22 How frequently and where shall I change my password? .......................... 9 How can I know which access of mine I am logged in with? ................... 23 What shall I do if I have forgotten my password? .................................. 10 f. ...................... Account aliases ................................................. 23 How can I activate the myRaiffeisen mobile app? .................................. 10 What is an account alias? ................................................................... 23 c. ..................... Login ................................................................ 10 Where can I manage account aliases? ................................................. 24 How can I log in to the internet banking service? ................................... 10 How can I register an account alias? .................................................... 24 What is Mobile Token? ....................................................................... 11 How can I manage account aliases? .................................................... 27 How can you log in to DirektNet with Mobile Token? ............................. 11 How can I cancel account aliases? ....................................................... 28 Login with Hardware Token ................................................................. 11 II. ACCOUNT INFORMATION .................................................. 30 3 a. .................... Accounts overview ............................................ 30 Payment request ................................................................................. 46 The content of account information ....................................................... 30 Cheque payment ................................................................................ 50 What does “account number” mean in the case of a HUF account? ......... 30 Standing orders ................................................................................. 51 What does “account number” mean in the case of a foreign currency Direct debits ...................................................................................... 53 account? ........................................................................................... 30 Credit card top-up .............................................................................. 55 How can I know to which account number my different accounts belong? 31 c. ..................... Technical issues ................................................ 55 What can I see in “account history”? .................................................... 31 Can I use an earlier transfer as the starting point for a new order? ........... 55 How can I change the current view of my account history? ..................... 31 Can I transfer abroad via DirektNet? .................................................... 56 b. .................... Checking past transactions ................................ 33 How can I set regularly repeated, automatic transfers? ........................... 56 How can I print the details of a transaction item? ................................... 33 What happens if there is insufficient balance in my account when a standing Where can I view transactions older than 1 year? ................................. 33 order should be executed? .................................................................. 56 How can I know if my order has been executed or not? ......................... 33 What happens if the balance in my account is insufficient for performance How long does it take for a card purchase to appear in my account? ...... 33 when I give an instant HUF transfer order, but during the day some coverage is incoming to the account? ................................................................. 56 How can I view my overdue debts? ...................................................... 33 How can I set in the system that my utility invoices are paid automatically?56 III. TRANSFER, CONVERSION .................................................. 35 What happens if there is insufficient balance in my account when a direct a. .................... Transaction types ............................................. 35 debit should be executed? ................................................................... 57 What type of orders can I send as a retail customer? ............................. 35 Can I transfer from a credit account? .................................................... 57 What type of orders can I send as a corporate customer? ....................... 35 Can I view direct debits awaiting collection and direct debits that cannot be b. .................... Transaction implementation steps ..................... 36 executed in DirektNet? ........................................................................ 57 HUF transfer ...................................................................................... 36 IV. TIME DEPOSITS ............................................................... 58 Special foreign exchange conversion ................................................... 39 View time deposits ............................................................................. 58 Currency transfer ............................................................................... 40 Open new time deposit ....................................................................... 58 SEPA transfer ..................................................................................... 42 Early withdrawal ................................................................................ 59 4 V. CARDS ......................................................................... 61 What is the use of the Acknowledgement of receipt screen? .................... 74 a. .................... Bankcards ........................................................ 61 How can I sell bonds or government securities? ..................................... 76 How can I inform the Bank of my card-related comments? ....................... 61 How can I buy investment fund units? ................................................... 78 What is limit modification? .................................................................. 62 What is the use of the Purchase of investment fund confirmation screen? .. 81 How can I apply for a credit card? ...................................................... 63 What is the use of the Purchase of investment fund—acknowledgement of May I register via DirektNet for cash refund on my OneCard Credit Card? receipt screen? ..................................................................................