General
General Questions
- What does it mean that my Virtual Branch account is locked?
- How to change the names of my accounts for easier navigation?
- Why transactions are not reflected immediately in the balance of my account?
- How long does it take for deposits in card accounts to become available for card operations?
- How can I sign a payment with a future value date?
- Can I close an account through the Virtual Branch?
- Do I have to purchase a certificate, if I simply wish to monitor my accounts?
- What do I need, if I intend to make transfers to accounts in other banks (including my own accounts)?
- What is the Single Sign-On option of the Virtual Branch?
- What is the meaning of the message: "User name is invalid, nonexistent or incorrect? The site is case sensitive”
- What is the meaning of the message: "You have 4 more attempts before your account is blocked. Wrong password. The password must contain letters and numbers”
- What is the meaning of the message: "You user account was blocked after unsuccessful attempts to enter the correct password"
- What is the meaning of the message: "You have not been issued a password by the administrator"
- After activation of the account and receiving the assigned password I receive the message: "You have to change your password. Please, do not use the symbols: &, <, > и ' "
- I am using the SSO service and a token for one of the profiles, how will that affect the other profiles in the Virtual Branch?
- If I have already registered a profile for a legal person or an individual, how can I make another registration to the same legal or natural person?
- Is it possible to make a second registration for the same individual or legal person, if I have forgotten the password?
- Do I need a power of attorney to be able to submit new applications for registration, change or closing of account(s) in the front office?
What does it mean that my Virtual Branch account is locked?
If you mistype your password five times in a row your account will be locked. To unlock your account, please, contact the Virtual Branch administrator by calling 0700 12 777.
How to change the names of my accounts for easier navigation?
To change the name of an account go to the Settings menu and select "Alter Account Alias". Select one of your accounts from the list and enter and alias for it.
Why transactions are not reflected immediately in the balance of my account?
When you make a cash withdrawal or charge your purchases to the card you can be anywhere in the world and use devices of other banks to perform the transaction. There is certain period of time necessary to receive and process the transaction data. If the transaction is performed abroad, more time is necessary to receive the information. Until this all information is received and processed the payment is listed as "blocked amount" in the account balance screen because the account is not yet debited but the funds are already withdrawn.
How long does it take for deposits in card accounts to become available for card operations?
- Immediately for debit cards.
- For credit cards it takes more time. Deposits are reflected in the balance of the account within 4 hours.
How can I sign a payment with a future value date?
If you wish to have the transfer performed/debited on a future date, please, use the Value Date field. The transaction will be submitted for processing to accounting system on the specified value date.
Can I close an account through the Virtual Branch?
Account closing is not supported by the Virtual Branch. This operation can be performed only in the branches of the bank.
Do I have to purchase a certificate, if I simply wish to monitor my accounts?
No. You do not have to use a certificate, if you simply need to review and monitor your accounts. Simply register on our site https://e-fibank.bg/ or in any of Fibank's branches, and sign the application form for the service indicating that you need Passive Banking.
What do I need, if I intend to make transfers to accounts in other banks (including my own accounts)?
In order to be able to make transfers to other banks you will need one of the following means of identification:
What is the Single Sign-On option of the Virtual Branch?
Single Sign-On is an option of the Virtual Branch, which allows to use one user name to access and operate all accounts you are authorized for. This may include your personal accounts, accounts of other individuals and corporate clients.
What is the meaning of the message: "User name is invalid, nonexistent or incorrect? The site is case sensitive”
This message means that the user name you have entered can not be found in the user database of Fibank's Virtual Branch. User name are case sensitive; therefore "ivan", "Ivan" and "IVAN" are considered different user names. User names can not contain spaces. If you have forgotten your username, you have to contact the support staff of Fibank's Virtual Branch.
What is the meaning of the message: "You have 4 more attempts before your account is blocked. Wrong password. The password must contain letters and numbers”
This message notifies you that the user name you have entered is found in the user database of the Fibank's Virtual Branch but the password does not match. If this is the first time you are trying to log in the Virtual Branch of First Investment Bank, the correct password should be the password you have selected during registration. If you have forgotten your password, you will have to request a new one in any of the Fibank's branches. If you make 5 unsuccessful attempts to enter the password, your user account will be locked.
What is the meaning of the message: "You user account was blocked after unsuccessful attempts to enter the correct password"
This means that the user has made 5 unsuccessful attempts to enter the login password for Fibank's Virtual Branch. You have to contact the support staff of the Virtual Branch to unlock the account.
What is the meaning of the message: "You have not been issued a password by the administrator"
You were not assigned a password during registration of your account. Please, call the support staff of Fibank's Virtual Branch to be assigned a password.
After activation of the account and receiving the assigned password I receive the message: "You have to change your password. Please, do not use the symbols: &, <, > и ' "
This means that you have to change your password. The most likely reason is that this is the default assigned password and it has to be changed.
I am using the SSO service and a token for one of the profiles, how will that affect the other profiles in the Virtual Branch?
If you are using a Token for one of the profiles, you will also have to use for the other profiles included in the SSO service.
If I have already registered a profile for a legal person or an individual, how can I make another registration to the same legal or natural person?
You will have to visit the front desk of any of the Fibank's branches to submit a registration application because your EGN (Personal Identification Number) is already registered in the user database of the Virtual Branch.
Is it possible to make a second registration for the same individual or legal person, if I have forgotten the password?
No, if you already have registered a profile, all you have to do is go to any of Fibank's branches and submit an application to receive a new password.
Do I need a power of attorney to be able to submit new applications for registration, change or closing of account(s) in the front office?
If you are a legal person, you will need to present to the bank clerks in the front office a notarized power of attorney on the template provided by Fibank (can be downloaded from the web page of the Virtual Branch). If you are an individual, you can sign these applications/requests in person.
