Questions and Answers

Who is eligible for support?
According to amendments in the Consumer Rights Protection Law, support will be provided to mortgage loan borrowers (consumers) who:

• have a remaining loan balance up to 250,000 euros;
• entered into the loan agreement by 31^st October 2023;
• do not have a fixed interest rate throughout the loan repayment period.

How large support will be provided?
Support will be provided in amount of 30% of the total interest payments made in a quarter, but not exceeding two percentage points of the specified interest rate for the period.

How long will the support be provided?
The support will only be provided in the year 2024.

Do I need to take any action to receive support for mortgage borrowers?
You do not need to take any action. The support will be administered and transferred to you by the State Revenue Service.

How will the support be paid out?
Banks will provide information to the State Revenue Service about outstanding mortgage loan balances, interest payments, and will indicate the borrower's account number for the support to be transferred.

To which account will the support be paid?
The State Revenue Service will transfer the support to the borrower's account at the bank that issued the loan.

When will the support be paid out?
The State Revenue Service will make quarterly interest compensation payments to the specific mortgage loan borrower's payment account no later than the 30th day of the following quarter. Therefore, for the first quarter of 2024, the compensations will be paid out no later than April 30th.
 

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Connection

What are the rules for creating a new password?
When creating a new password, you must follow the following principles: 

• password length between 8 and 20 characters;
•  at least 2 digits;
•  at least 2 letters;
• at least 1 capital letter of the Latin alphabet;
• at least one lowercase letter of the Latin alphabet;
• at least 1 special symbol (for example, @;!).

What if I forget the Internet Banking User Code?
Your Internet Banking User Code is provided in an envelope issued by INDUSTRA.
Get a User Code from any INDUSTRA client service center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you. 

What if you fail to connect to the Internet Banking?
Make sure that the user code is entered correctly. 
When entering a password, you must follow the letter size, uppercase or lowercase.
Make sure that you are using a Latvian or English keyboard, i.e. that the keyboard has not been switched to a foreign language mode with specific symbols. 
Make sure you enter the correct SMS code or code from the code calculator.
For your data security, after 5th failed attempt to connect, access to the Internet Banking will be blocked. To unblock it, call INDUSTRA Call center: +371 67019393.

What if I have blocked access to the Internet Banking?
If you mistakenly entered the code 5 times, access to the Internet Banking will be blocked. 
To unblock it, call INDUSTRA Call center: +371 67019393.

What if I forget my Internet Banking password?
You can restore your password: 

• by calling INDUSTRA Call Centre: +371 67019393. 
• going to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you. 

When is access to the Internet Banking blocked?

Access to the Internet Banking is blocked after 5 failed connection attempts. If you want to unblock access to the Internet Banking:

• call INDUSTRA Call Centre: +371 67019393. 
• Go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

More about Internet Banking security in Internet Banking Security Regulations.

SMS authentication

How do I connect to the Internet Banking with SMS authentication?

1. Open INDUSTRA Internet Banking.
2. Specify your user code and password.
3. Select the SMS code authentication tool and specify the SMS code you will receive to your phone. 

How long time is given to enter the SMS code?

The SMS code must be entered within 90 seconds.

What should I do if I haven't received the SMS code or the time for entering the SMS code has expired?

To receive a new SMS code, press <Send again> or <Request new verification code>.

What if I lost my phone?
Immediately call INDUSTRA Call Centre: +371 67019393. 

To restore access, go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

Where and how can I connect a new phone number to SMS authentication?
You can connect a new phone to SMS authentication:

• in the Internet Banking Settings. At first, a new phone number is connected in the Settings section in Contact Information and, after that, it is connected in the Settings section in Authorization Tools - Add.
• Go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

Code calculator

How do I connect to the Internet Bank with a code calculator?

1. Open INDUSTRA Internet Bank.
2. Specify your user code and password.
3. Select authentication tool - DIGIPASS, and specify the code from the code calculator.

User guide for the code calculator DIGIPASS DP 260 

What if I forgot my code calculator password? 
You can try entering/remembering the PIN of your code calculator for 5 times. After 5 failed login attempts, the code calculator will be blocked and a notification will appear.
If you want to unblock the password:

• call INDUSTRA Call Centre: +371 67019393. 
• Go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

Where and how can I get a new code calculator?
To get a new code calculator, go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

What if I lost my code calculator?
Immediately call INDUSTRA Call Centre: +371 67019393. 

To get a new code calculator, go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

Working with Internet Bank

How do I create an application in the Internet Bank?
Use application templates:

1. Open Documents section;
2. Press the button “New document”;
3. Select application type.
4. Indicate all information requested by the bank.
5. After entering the data, press the Send button.
6. Enter a code from the authentication tool for sending the application. If the application requires more than one signature, it will be granted the status “Partially signed”. In order to be sent to the bank, the application must be signed by all persons entitled to the signature.
7. Track the execution status of the application.

Write a message of free form:

1. Open Messages section;
2. Press the button “New message”;
3. Indicate all information requested by the bank.
4. After entering the data, press the Send button.
5. Enter a code from the authentication tool to send the message. If the message requires more than one signature, it will be granted the status “Partially signed”. In order to be sent to the bank, the message must be signed by all persons entitled to the signature.
6. Track the execution status of the message.

How do I send a message to the bank?

Write a message of free form:

1. Open Messages section;
2. Press the button “New message”;
3. Indicate all information requested by the bank.
4. After entering the data, press the Send button.
5. Enter a code from the authentication tool to send the message. 
6. If the message requires more than one signature, it will be granted the status “Partially signed”. In order to be sent to the bank, the message must be signed by all persons entitled to the signature.
7. Track the execution status of the message.

How do I switch between several Internet Bank clients? 
If you are an Internet Bank user for different clients - businesses or individuals, you can easily switch between them by clicking the Client's name, the name in the upper bar of the Internet Banking.

Transaction limits
There are no transaction limits for users, but the client can change them himself/herself:

• When submitting a message in the Messages section of the Internet Banking - New message
• Go to the nearest Client Service Center. For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document with you.

What are Internet Banking user modes?
The Bank offers the following Internet Banking user modes:

• Full mode - the amount of rights granted to the User, which allows to use the Internet Banking in full, including the right to give Orders (to sign them electronically) in accordance with the General Terms of Transactions.
• Bookkeeping mode - the amount of rights granted to the User, which allows to use the Internet Banking in full, excluding the right to give Orders (to sign them electronically).
• Signature mode - the amount of rights granted to the User, which allows to use the Internet Banking in full, excluding the right to create/edit Orders.
• Informative mode - the amount of rights granted to the User, which allows to use the Internet Banking for connection and review of the Account information.
• Broker mode - the amount of rights granted to the User, which allows to use the Internet Banking for connection and review of information about Investment portfolios, performing investment transactions.
• 3D Secure - the amount of rights granted to the User, which allows to use the Internet Banking for connection and review of information about card and for card authorization related transactions.

INDUSTRA offers to create a signature system that allows a user to act unilaterally or together with other users. The client also has the option to set additional mode limits for the user:

• approve transactions by setting limits on transaction amounts or daily amounts;
• access all client accounts/product contracts or client-selected;
• access incoming/outgoing messages.

In order to determine such a limit, the company representative (authorized person) must go to the Client Service Centre or contact his or her transaction manager and submit an application for Internet Banking connection.

For a safe environment and a smooth service, please make an appointment in advance by calling INDUSTRA Call Centre: +371 67019393! Remember to take a personal identity document and power of attorney with you.

Why did I get a message from the bank about updating the client's data, and where can I do it? 
To comply with the legislation, we regularly ask our clients to update their information in the client's questionnaire.

1. Open Documents section;
2. Press the button “New document”;
3. Select Client’s questionnaire of the natural person or Client’s questionnaire of the legal person.
4. Indicate all information requested by the bank.
5. After entering the data, press the Send button.
6. Enter a code from the authentication tool for sending the application. If the application requires more than one signature, it will be granted the status “Partially signed”. In order to be sent to the bank, the application must be signed by all persons entitled to the signature.
7. Track the execution status of the questionnaire.

Security

What are the security features of Internet Banking?
User code – your user code to connect to the Internet Banking. It consists of numbers, is constant throughout the use of the Internet Banking and is entered each time you enter the Internet Banking.

Password – when connecting to the Internet Banking for the first time, the password issued by the Bank, which is indicated in a closed envelope issued by the Bank, shall be used. The system will then require you to change the password to the password you create, which will only be known to you every time you enter Internet Banking.
When creating a password, the bank's recommendations for creating a password in accordance with the Internet Banking security rules shall be taken into account.

Authentication tool – code calculator DIGIPASS DP260 or SMS authentication 

The code calculator DIGIPASS DP260 is a high-level security device that enables a client to identify themselves in the Internet Banking, as well as make payments and other necessary actions.

SMS Authentication – a single-use code sent by text message (SMS).

How do I protect my data?
Take note of the recommendations prepared by the Bank for the safe use of the Internet Banking.

How do I protect my personal devices?
Take note of the recommendations prepared by the Bank for the safe use of the Internet Banking.

How do I verify the authenticity of the Internet Banking?
Take note of the recommendations prepared by the Bank for the safe use of the Internet Banking.

What do I need to start using the Industra Bank mobile app?

To start using the Industra Bank mobile app you need:

• A mobile device (smartphone or tablet) with Android (7.0 or newer) or iOS (14.01 or newer) operating system is required;
• Internet connection;
• Industra Bank mobile app, which can be downloaded for free on Google Play or App Store.

Important! To use the Industra Bank mobile app, your phone must have screen lock enabled.

More detailed information on the use of Industra Bank mobile app is available in the Industra Bank mobile application user manual [link to the website].

How to access the Industra Bank mobile app?

If you are accessing the mobile app for the first time:

1. Enter your internet banking user ID and password, then press the  button.
2. Choose your authentication method and enter the code from the selected authentication tool in the "Authorization Code" field.
3. Activate Industra Code and create access codes PIN1 and PIN2.

If you are reconnecting to the mobile app and were already using Industra Code:

1. Enter the access code PIN or perform biometric authentication.
2. Create the access code PIN2.

What authentication methods can be used to access the Industra Bank mobile app?
The Industra Bank mobile app supports the following authentication methods:

• Industra Code;
• SMS authentication;
• Code calculator;
• eParaksts mobile.

Is the activation of Industra Code mandatory in the Industra Bank mobile app?
Activation of Industra Code is not mandatory, but it will provide quick and convenient access to mobile banking and transaction confirmations.

What should I do if I have changed or plan to change the mobile device?
If you change the mobile device, it is necessary to download Industra Bank mobile app and to create new access codes PIN1 and PIN2.
Remember, if you previously used Industra Code for purchases on the internet by a card, please, add the new Industra Code in the online banking or mobile app section “CARDS” - Allowed operations - Authentication method.

What are the features provided by the Industra Bank mobile app?

The Industra Bank mobile app offers the following features:

• Industra Code
  • Authorize activities in internet banking or the mobile app and confirm transactions, including online purchases made with payment cards.
• Accounts
  • Keep track of your account balances and transactions;
  • view account statements;
  • share your account details using any communication app on your smartphone.
• Payments
  • Make transfers between your accounts;
  • send payments to IBAN-format accounts (other payments can be made in the full version of internet banking);
  • perform currency exchange;
  • create payments from predefined templates or recent transactions.
• Cards
  • Manage your payment cards by activating, freezing/unfreezing, blocking, and changing authorized transactions and transaction limits.
• Other Features
  • receive notifications from the bank regarding your account activities;
  • communicate with the bank;
  • view your personal information;
  • choose the app's language;
  • access bank contacts and details;
  • switch to the full version of internet banking.

More detailed information on the use of Industra Bank mobile app is available in the Industra Bank mobile application user manual.

How to enable push notifications to receive bank messages and notifications about transactions in your accounts?

1. In the app, open the Settings section - Notifications.
2. Use the button to enable or disable notification delivery.

For the app to send "push" notifications to the mobile device, you need to enable the notification display option in the phone settings, and the device must be connected to the internet (Wi-Fi or mobile data).

What is Industra Code?
Industra Code is an authentication tool integrated into the Industra Bank mobile app. With Industra Code, users of internet bank can authenticate themselves within the online bankong or the mobile app, as well as approwe payments, documents, and messages to be submitted.

More detailed information on the use of Industra Bank mobile app is available in the Industra Bank mobile application user manual.

What are the access codes PIN1 and PIN2?
Access code PIN1 is intended for authentication and the confirmation of specific types of transactions, while PIN2 is solely used for transaction confirmation.

How to change access codes PIN1 or PIN2?
Follow the instructions in the Industra Bank mobile app user manual (link to the website) to change your PIN1 or PIN2.
Can I use Industra Code in combination with other authentication tools?
You can use various authentication tools. However, it's important to note that transaction confirmation must be done with the same authentication tool that you used to log in to internet banking or the mobile app in the respective session.

What should I do if I have forgotten the PIN1 and PIN2 codes?
If you have forgotten the Industra Code access codes PIN1 and PIN2, you will need to reauthorize in the app and create new access codes PIN1 and PIN2.

1. Click on "Log In with Password" In the Industra Bank app and reauthorize.
2. Follow the instructions in the mobile app to create new access codes.

More detailed information on the use of Industra Bank mobile app is available in the Industra Bank mobile application user manual.

What should I do if I have wrongly entered the access codes PIN1 or PIN2 five times? 
Authorization with this access code is not possible anymore. Authorize with Industra Code once again and establish new access codes PIN1 and PIN2.

1. In the Industra Bank app, tap "Log In with Password" and reauthorize.
2. Follow the instructions in the mobile app to create new access codes.

Is it necessary to have internet connection to use Industra Code?
Yes, internet connection is required for use of Industra Code.

How to deactivate Industra Code?
Industra Code can be deactivated:

1. in the app open the Settings section, press on the button DEACTIVATE;
2. or call to INDUSTRA Call Centre via phone +371 67019393.

Is it possible to use Industra Code for purchases on the internet with payment card?
Yes, Industra Code can be used for purchases on the internet with payment card. Add Industra Code in the online banking section - “CARDS” – Allowed operations - Authentication method.
 

1. IBAN - what is it?

IBAN (International Bank Account Number) is literally the international bank account number, i.e. Customer's account number in the financial institution according to the international standard ISO13616.

The necessity to introduce this account number format was due to the European Committee decisions for banking standards (ECBS) in order to quicken the payments processing, as well as to acquire a greater degree of automation and thereby reduce payment processing costs.

In different EU countries the size of the IBAN account number may differ: Latvian IBAN account consists of 21 alphabetic and numeric characters. However there are IBAN account numbers consisting of 16 characters (Belgium) and 34 characters (Malta). Mandatory elements of any IBAN accounts are:

• country code consisting of 2 letters
• two-position check digit
• 4-digit bank code
• Customer's Bank account number

The correctness of the IBAN can be checked using a special calculator on Industra website, or by contacting the account operator.

From January 1, 2007, the IBAN code is the only identifier of the account for the recipient of the credit transfer, who has a bank account with the EU/EEA (European Economic Area) bank, regardless of transferred currency. European banks are entitled to refuse from commencing the credit transfer if the account number does not match the IBAN format, and banks additionally may retain their commission fees when returning the money to the payer.

2. OUR, SHA - what is the difference between these commission options?

According to the SWIFT international standards, the following commission designations are used during the execution of the MT103 Customer's transfer order:

• OUR - All payments for the transfer are made at the expense of the paying Customer. The amount of the commission includes not only the commission of Industra, but also the assumed commissions (or part thereof) of third parties. During the credit transfer Industra sends a message in SWIFT MT103 format with a mark "OUR" in the field "Details of Charges", charging all parties involved in funds transferring to pay the full amount of the credit transfer to the beneficiary. Responsibility of Industra is limited to the execution of this condition. Industra is not liable for failures of any of the parties involved in the credit transfer to execute orders of Industra, as well as for the fact that due to reasons beyond control of Industra(for example, the rules of credit transfers execution in a particular country) the credit transfer was not received in full
• SHA - All costs incurred by the sender of the MT103 message are at the expense of the paying Customer and all costs of the recipient of the MT103 message are at the expense of the receiving Customer. Practically this means that the paying Customer pays only Industra commissions. All the commissions of the third parties (correspondent bank, intermediary bank, beneficiary bank) are paid by the receiving Customer. While executing the credit transfer Industra sends SWIFT MT103 message with a mark "SHA" in the field "Details of Charges". The amount of the credit transfer credited to the beneficiary's Bank account is reduced by the amount of withheld commissions of the third parties (if any)

3. Settled payment - what is it?

Settled payment is a payment that meets the following criteria:

• Amount of payment does not exceeds EUR 50 000,-
• Beneficiary's account is specified in IBAN format
• Beneficiary's Bank is mandatory specified in the SWIFT or BIC format
• Banks participating in the payment (the payer's Bank, beneficiary's bank, intermediary banks) are the residents of EU countries
• Commissions option - SHA

According to the Regulation of the European Parliament and Council of December 19, 2001, No. 2560/2001 on "Cross-border EUR payments" the limits are established for resident-banks of EU countries concerning the withholding of the commissions during the execution of international credit transfers in euro: the commission retained by the Bank during the execution of the so-called settled payment must be equal to the commission for a similar payment within the country. Thus, the only case in which a commission from the settled payment may be retained is if the Bank involved in a credit transfer will charge the same commission for payments within the country, and that's rarely happens in practice.

4. STP payment - what is it?

This is the payment, which can be executed by using the Straight Through (Automatic) Processing technology (STP), thereby lowering the costs related to the execution of payment. It is obvious that the main criteria of STP are existence of machine-readable identification codes of the banks participating in the transfer and the IBAN (if any). For the bank customer this means that upon submitting the payment order to the Bank it shall ensure (in respect of beneficiary's Bank, as well as other participants of the transfer, that are deemed by the Customer to be involved in the transfer) the existence of the Bank's full name, address, city, and country. This full information allows the bank employee to search in the international databases when processing the order and to select the code of this participant by unmistakably identifying this participant.