1. General information
2. Accessibility
3. Authentication / authorization transaction
4. Functionalities
5. Costs
6. Security of transactions
7. Anti-virus protection
8. Avoiding on-line frauds
9. Technical details
10. Glosary

1. General information

What is Raiffeisen Online?
Raiffeisen Online represents an Internet Banking service offered by Raiffeisen Bank, which allows you to display the balance of your accounts opened at the bank, and you can also perform various operations and transfers. It also allows you to perform transfers in accounts opened at Raiffeisen Bank or in other accounts opened at other commercial banks in Romania, paying bills, foreign exchange operations and creating time deposits.

What operations can I perform through Raiffeisen Online?
This service is addressed to the retail customers who have bank accounts opened at Raiffeisen Bank and it offers the possibility to:

• Consult the personal accounts opened at Raiffeisen Bank, not only for the ones you have specified when concluding the Raiffeisen Online contract, but also those that you have opened subsequently;
• Order transfers between your personal accounts and into other accounts opened at our bank or at other commercial banks in Romania;
• Create time deposits;
• Perform foreign exchange operations between your own accounts
• Pay various bills (Romtelecom, Electrica, Orange, Voadafone,etc )

How do I get help?
In order to offer you assistance while using Raiffeisen Online, Raiffeisen Bank offers you the following alternatives:

• a User’s Guide that informs you on the method of accessing the various functionalities the service offers
• two Client support service lines: 021/306.55.55 or 021.306.55.56

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2. Accessibility

How can I access Raiffeisen Online?
If you are a subscriber of Raiffeisen Online the access on the secured pages is allowed by the means of the User Name and the Password communicated by the bank in the moment of signing the contract.

In case you are not a subscriber of this service you have to get in touch with a Raiffeisen Bank branch. To benefit of this service you have to be the owner of at least one LEI current account opened at our bank and one debit card. After signing the contract you will receive a User Name and a Password to access the site www.raiffeisenonline.ro.

Do I have to install software on my computer?
Raiffeisen Online can be accessed very easily using an Internet browser without installing any additional software.

Can my spouse access Raiffeisen Online with the same User Name and Password?
The User Name, as well as the Password for Raiffeisen Online is strictly personal. If you decide to tell them to a third party, it’s on your own responsibility

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3. Authentication / authorization transaction

Why the Bank decided to change the method of authentication and authorization of transactions in Raiffeisen Online?

The new system of authentication and authorization of transactions using Raiffeisen Online was introduced with the aim  to increase the security of financial transactions through Internet banking, and eliminate the risk of the most frequent causes of online fraud which implies:

• Taking over confidential banking information in order to be used for possible online fraud (ussualy “the phishers” use personal data of customers to fraudulently access the Internet in the name of a regular banking customer and transfer funds illegally);
• Taking over confidential banking information from the Raiffeisen Onlive  customer computer  which is infected by a virus or a Trojan;

How does the security system introduced by Raiffeisen  Bank protect client  operations through Internet Banking?
The new security system Raiffeisen Online involves the usage of a dedicated device called card reader and a Smart Card in order to generate “One time password”- a password which is available only once for accessing the application or authorizing a transaction.
It is based on the use of something you own (the Smart Card) and something you know (PIN associated with a Smart Card) to generate a code used for authentication / authorization in Raiffeisen Online service.

What is a card reader?
The Card Reader is a device that generates  the code for authentification and  authorization of transactions in Raiffeisen Online.

What is the Smart Card?
The Smart card is a chip based card that can be used for authentication and authorization of transactions in Raiffeisen Online.
Smart cards are considered the following types of card:
- Credit card with chip - any credit card issued by the bank after 8-th of July 2009;
- Debit card with chip - this type of card will be issued by the Bank starting  2010;
- Raiffeisen Online Card - a card with the chip that is attached to a current account. Thus, it can only be used for generating passwords for authentication / authorization transactions in the internet banking service, and is not designed  for  ATM withdrawals or paying at merchants.

In case you have multiple Smart Cards, you can use  any code to generate authentication / authorization of transactions.

How can I get  a card reader & Smart Card?
If you are a new client for Raiffeisen Online, you will receive this device and a Smart Card when signing a contract for Raiffeisen Online. To do this, you can ask it at  any bank branches.
In case you already are a client of internet banking solution, you will receive the card reader and a Smart Card with the new security application in any bank branches.

What if you want an additional card reader?
 In the case you need an additional card reader you can ask it in any bank branches.

What types of cards can be used for generating authentication codes / authorization with the card reader?
See answer to question "What is a Smart Card?"

In order to use the Raiffeisen Online service  it is required to install a card reader?
Card Reader is a portable device , independent of the computer from which you access the Raiffeisen Online application. Therefore it is not necessary to install it or making any other settings for use it. Thus, the card reader can be used for authentication / authorization transaction on any computer, giving you maximum flexibility.

What are the limits of the Internet Banking transaction in terms of using the card reader?
To ensure an increased security of transactions, the Bank sets up several limits regarding both the service in general and the transfers performed.
These limits are:

• Maximum number of failed login attempts: 3
• Number of days before you have to change your Password: 100 (days)
• Number of days before Password expiration when you are prompted to change your Password: 5 (days)
• Maximum inactivity period (minutes) until your session times out and you are automatically logged out: 15 (minutes)
• Maximum daily amount for foreign exchange: 68.000 LEI (equivalent)
• Maximum amount for each foreign exchange: 34.000 LEI (equivalent)
• Maximum daily amount for transfers: 20.000 LEI
• Maximum amount for each transfer: 10.000 LEI.

Authorization is required for all types of transactions using the card reader?

In order to give you an optimal balance  between usage  and maximum security, the following Raiffeisen Online transactions are not requiring authorization by entering the authorization code generated by the card reader and  Smart Card: the operations performed between own accounts, establishing / modifying / deleting direct debit contracts and bill payments.


It is difficult for me as every time I  wish to authorize a transaction, I need to insert the sum in the card reader and the beneficiary account. What can I do?

The  authorization code is a security element which is generated based on specific details of an operation, certify that transactions initiated by you and the relevant details haven’t been intercepted and modified by potential fraud attempts.

What are the fees and commissions related to the use of new devices for logging / authentication?

Please consult the fees and commissions.

What should I do in case of loss / stolen card reader or Smart Card?

In case you loose your card reader or Smart Card  or your card reader or Smart Card have been stolen please go to any Bank branches.

I forgot my PIN associated with the Smart Card. I tried to input  it  several times, but I blocked the card. What should I do?

After five consecutive incorrect attempts to input the PIN,  the card is disabled. Please address any Bank branches  to issue you a new card.
If you use  a credit card and you recall your PIN code,  you can re-enable the card  by using it at the ATM for an  inquiry.


Can I use the same authentication / authorization code several times in the Internet Banking service?

No. Authentication / authorization codes  expire and are unique .

It is true that a card reader can be used only when using Internet Explorer and other browsers may not recognise it?

Card Reader does not depend on the Internet browser or operating system, but in order  to use Raiffeisen Online at it’s optimum parameters please consult the Technical Requirements.

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4. Functionalities

Which bank accounts can be visualized?
You can see the online balance and the details of the transactions you have made for the following types of accounts you own at Raiffeisen Bank:

• Current accounts
• Saving account
• Time deposits
• Loan accounts
• Credit cards

How long does it take for a transaction performed through Raiffeisen Online to be processed?
Intrabank payments are processed online irrespective of the day and the hour you ordered them. Interbank payments processed during working days until 14:00 o’clock will arrive at the bank of the beneficiary the next day. In case these transactions are ordered during a non-working day, the amount will arrive the next working day.

Can I also order transactions during night or during the weekend?
Yes. Raiffeisen Online service can be accessed 24 hours from 24, 7 days from 7, offering you access to private information about your own accounts anytime and anywhere throughout the world. Nevertheless, due to technical reasons, sometimes the service can be interrupted during the night for a short period of time.
The transactions ordered during the weekend will be registered in the next working day. The transactions ordered during the night will be processed either immediately or the next morning, depending on their specific or nature. In order to verify that transactions have been processed, please consult the balance of the debited account or the history of the transactions from the menu “My portfolio”.

Can I choose my Password?
Yes. After signing the contract you will type   the Password by yourself and at the fist login on the site you will be requested to change it. You can change your Password or your User Name any time you wish directly from Raiffeisen Online. Password will be active for 100 days after which you will have to change it.

Which are the operations free of charge?
Operations free of charge at Raiffeisen Online are those related to the balance of the account and the bank statements, operations between own accounts (creating deposits, foreign exchange operations, reimbursements for your personal credit card) and intrabank payments in foreign currency.

Which are the operations for which I have to pay a fee?
Operations that are commissioned at Raiffeisen Online are intrabank and interbank transfers; nevertheless, the fee is up to 50% lower than the one charged in Raiffeisen Bank branches.

In case of technical problems, does Raiffeisen Bank reimburse a part of the monthly fee?
Raiffeisen Bank does its best  in order to provide you a permanent access to Raiffeisen Online service. If a technical incident occurs, we will do our best in order to reestablish the service as soon as possible, but the partial or entire reimbursement of the subscription is not possible.

Can I order a transfer in a bank account from outside the country?
The accounts of your beneficiary must be opened at a bank in Romania in the national currency (LEI).

Can I perform operations between my accounts in USD, EUR and LEI?
This kind of operations is possible between your own accounts opened in the same currency or in a different currency. For operations between accounts with a different currency, the foreign exchange rate offered by Raiffeisen in that specific moment from the transfer date will be used.

What advantage does the activation of Direct Debit (payments to suppliers) offer me?
If you activate the service Direct Debit the bank will automatically pay from your account, at the due date, the bill for the utility supplier you selected. You may choose to activate this service in order to pay your own or other person’ bill. In case you decide to pay the bill for a third party, you have to tick the field “Third Party” and fill in that person’s name in the field “The full name of the third party”. Start date cannot be lower than current date and will be filled in the specified format. The bank will start making payments starting with the first bill issued by the Supplier after the Start Date.

At due date of your bill, you have to ensure that the available amount in your account enables the bank to make the payments (the bank will not make partial payments). If you do not ensure in your account enough funds necessary for the payment to be done at due date, the transfer will NOT be made and the bill will not be paid. In order for you to verify whether the payment was made or not, please consult the option “On-line activity” within Raiffeisen Online or the bank statement.

How can I cancel the Direct Debit service (payments to suppliers)?
You may cancel the Direct Debit service (payments to suppliers) that you have previously activated through Raiffeisen Online using the option “Delete”.

What does “Cyber Receipt” represent?
This is a document that summarizes all the details of the transaction and confirms the registration of your order at the bank in order to be processed. At payment date, please ensure that you have in your bank account the necessary amount of money for the transaction you order to be made (including the related fees). In order to verify whether the transaction was performed, please consult the option “On-line activity” within Raiffeisen Online or the bank statement.

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5. Costs

Are there any advantages regarding the fees charged for the operations performed through Raiffeisen Online?
Yes, you benefit from fees up to 50% lower than the commissions charged at Raiffeisen branches.

Why should I pay an extra subscription when I can go to a Raiffeisen branch and pay nothing?
This subscription allows you to access the balance of you bank accounts and your bank statements 24 hours from 24, 7 days from 7, by a simple click on the Internet, anywhere in the world. This operation is free of charge. You also have the possibility to perform operations and transfers with a clear advantage compared to Raiffeisen Bank branches. This way you save both money and time.

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6. Security of transactions

Are the transactions secured? What guarantees do I have?
The security of transactions represents a top priority for Raiffeisen Bank and for this reason Raiffeisen Online uses:

• The identification of the users by means of User Name and Password
• The transmission of information between the Bank and Raiffeisen Online clients is encrypted using the secured protocol SSL 128 bytes
• The system automatically disconnects an user after 15 minutes of inactivity
• The access to the site is blocked after 3 consecutive wrong attempts (you input a wrong Password or wrong digits from your debit card)

We would like to assure you that Raiffeisen Online was designed with respect to all possible security measures, but we cannot intervene also upon your personal computer; this is entirely your responsibility. This is the reason why we advise you not to disclose anyone your User Name or your Password!

What do I have to do if I forget my Password?
You have to present yourself immediately to any Raiffeisen Bank branch and after filling in a document you will be able to change your password.

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7. Anti-virus protection

Do I need such a program?
Yes! Each time you connect to Internet, you expose yourself to the danger of viruses. They can attack you through sites, e-mail attachments or they can simply spread from a computer to another.

I have an antivirus already installed; am I now protected?
Only if the anti-virus you use is updated; given the fact that each month thousands of new viruses appear, it is important to permanently update the program (some programs are automatically updated, other need to be updated by you periodically visiting the sites of the biggest producers of anti-virus).

What harm can a virus do?
Some of them are only annoying, but most viruses are destroying. For instance, some viruses can cause malfunctions of your computer, can spread viruses to other computers too or can allow the hackers’ access to your own files and personal information on your PC.

Is it difficult to learn how to use it?
No. Most programs are provided with a manual or you can ask an expert or a friend with better computer skills if necessary.

Do I have to pay for an anti-virus?
You can buy an anti-virus or you can download it for free from the Internet if you use it in personal purpose. Do not use more anti-virus programs simultaneously! The security is not doubled and, in addition, the programs can cause problems to each other.

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8. Avoiding Online frauds

What means “phishing”?
“Phishing” means frauding bank information. Usually it occurs under the form of a false message from the bank in which you are told that you have to communicate or input your personal information such way that are captured as a fraud by unknown or worse-intended persons (Password, your card number, etc).

Where do they have my e-mail address?
Lists with e-mail addresses are circulating on the Internet and are frequently exchanged between hackers.

How do they know the bank I am working with?
They don’t know, but if they send a lot of messages, they can find for sure some persons that have a weak system of security.

What should I do if I receive a doubtful e-mail?
The best thing you can do is to delete it, especially if it also contains links or other attachments. Do not download programs from the Internet if the source is not a trustful or secure one.

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9. Technical details

What software do I need in order to have access to Raiffeisen Online?
You may access Raiffeisen Online using an Internet browser. You can have access to this service if you comply with the following requirements:

• Your browser can handle and is configured to use encryption on 12 bytes.
• The browser has to be configured to accept “cookies”
• The browser has to be configured in order to connect to Raiffeisen Online without using temporary elements saved before

How can I check whether my browser is compatible with SSL 128 bytes and what can I do for my browser to be compatible to this type of encryption?
In order to find out the encryption capacity of your browser for Internet Explorer, please click on the button “Help”, and then select “About Internet Explorer” in the displayed menu.

How can I check the correct configuration of the browser?
For Internet Explorer, check the parameters from Tools/Internet options:

• In the tab named “General”, click on “Settings” in the section Temporary Internet Files and pick up “Every visit to the page”; In the tab named “General”, click on “Delete Files”, check the box and confirm;
• In the “Security” tab, click on the “Custom level” and make sure that the cookies elements are activated
• In the “Connection” tab, click on “LAN settings” and verify for “proxy” not to be marked. In case it is marked, cancel the mark.

Close the browser in order for your modification to be saved.

A word of advice for Raiffeisen Online users?

• For security reasons, do not save your User Name and Password using facilities such as “Auto complete” offered by most browsers. For example, for Internet Explorer, go to Tools/Internet Options/Content, click on “Auto complete” and leave unmarked the option “User names and passwords on forms”
• Configure your browser in the menu Tools/Internet Options/General/Temporary Internet files/Settings, the tab “Automatically” is selected by default. We advise you to select “Every visit to the page” or “Every time you start Internet Explorer” so that the browser is set to search for the page on the Internet and not in the cache memory of the computer;

What do I need to know about a firewall?

What is a firewall?
It is a program that blocks undesired traffic between your computer and the Internet.

How does it work?
Take it as a well-armed soldier that sits between your computer and the Internet. It’s you that decides what are the programs and the applications that may connect to the Internet. For example, you can allow the access of the authorized program Outlook Express, but you can restrict very easy the access of a doubtful program.

Do I need a firewall?
Yes! Everybody should use a firewall. This denies the access of the viruses that can attack your computer and blocks the access of any unauthorized programs from the Internet.

I’m not and expert in computers, can I really learn how to use it?
Yes. Once installed, this program does not need too much attention and besides, most firewalls are provided with a set of instructions to be followed “step by step” (you can use ZoneAlarm Internet Security Suite or Norton Internet Security).

My computer is working; why do I need to protect it?
Hackers are looking for new ways of attacking your computer. When a new vulnerability is discovered, software companies launch on the market a soft designed to get rid of the threat (“patch”).

Is it risky not to protect my computer?
Some programs aim main aspects; if you do not have them, your computer is open to the hackers and this is a risk that you cannot assume.

Why should I protect if my anti-virus is updated?
Maybe you are right, but if your computer is protected, you can obtain better performances from your computer and an improvement of the security of your information. You also protect your computer against viruses that cannot be detected with the anti-virus programs that are installed on your computer.

How often should I check for this protection?
You should check the protection of your computer on a monthly basis, although some programs are automatically updated.

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10. Glossary

In case of  “Time deposits with interest capitalization”, “Bonus time deposit” and “1 month time deposit with monthly payable interest”, Net amount is the sum between total capital at last renewal/due date and the current account’s interest rate from the opening / last renewal date.

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