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Contact us     Knowing the customer     Contact information     Book a meeting

Questions and answers

  • How can I get a new card if the previous one is about to expire?

    You can see the time until which the card is valid on the card: MM/YY. The card is valid until the last day of that month. The new card will be sent to you before the previous one expires.

  • What should I do if my card gets locked?
    • Card gets locked using a payment terminal (for example, store checkout or restaurant)
      You can activate the card by using it in an Otto ATM and entering the PIN code correctly while withdrawing money. The card will be reactivated.
    • Card gets locked using an ATM
      Call our customer service on 0200 2590 Mon–Fri 9–16. Have your bank identifiers handy for authentication.
  • How can I replace my lost bank identifiers?

    You can order a new password or security card by clicking here.

  • When will I get a new security card?

    You can check this by logging into eBanking and checking the settings for your bank identifiers  (Settings > Change or block bank identifiers). Here you can check your ordering limit and when the latest security card was sent to you.

    If you do not have any security codes left, please call our customer service on 0200 2590 Mon–Fri 9–16.

  • I have received a new initial password. Why cannot I activate it?

    You can activate the initial password within 30 days using a computer. Activation is not possible using the mobile application.

  • Why have I been charged the service fee of xxx €?

    To read our price list, click here. You will also receive a monthly service fee itemisation by mail or electronically into the eBanking archive. If you cannot find a reason for a service fee, contact our customer service on 0200 2590 Mon–Fri 9–16. Please have your bank identifiers available for authentication.

  • Where can I get an account statement?

    If you use the eBanking archive, you will find the account statements on the front page of eBanking at Statements and online salary > Account statements and other mail from the bank > Go to Documents. Viewing and printing account statements is free in eBanking.

    If you do not use the eBanking archive, account statements will be sent each month to your home address on paper. If necessary, you can ask for an account statement to be resent (for a fee) by calling our customer service on 0200 2590 Mon–Fri 9–16.

  • How can I become a customer?

    If you have bank identifiers from another Finnish bank (Aktia, Nordea, Osuuspankki, S-Pankki, Ålandsbanken), you can become our customer on our website by clicking here.

    If you do not yet have bank identifiers, please contact our customer service on 0200 2590 Mon–Fri 9–16.

  • What should I do if I have lost a close person?

    Our condolences for your loss. Please call our customer service on 0200 2590 Mon–Fri 9–16, so that we can review the necessary matters.

  • Why can I no longer see the accounts of my child in eBanking?

    Has your child recently turned 18? When the child turns 18, the right to use and view the accounts are automatically revoked from custodial parents. At their option, the child can reactivate the right via eBanking account settings. Choose the right account and click Terms and settings > Mandates.

  • What should I do if my contact information is changed (name, address, phone number)?

    If you have notified the magistrate of the changed address, your Finnish address will automatically be updated in our systems with a slight delay. You can also update your address and telephone numbers in eBanking under Settings > Update your contact information.

    If you move abroad, please send us this information with an online message or visit a branch office with a photo proof of identity.

    If your name is changed, contact our customer service on 0200 2590 Mon–Fri 9–16. Have your bank identifiers handy for authentication.

Contact us

Customer service

0200 2590(local/mobile network charge)

  • Mon 9–16

    Speed up your transactions – authenticate using your bank identifiers.

Other numbers

Cancel my card or bank identifiers

0200 2585
24h (local/mobile network charge)

eBanking customer support

0200 2589
Mon–Fri 9–16 (local/mobile network charge)
  • Call us

    Customer service

    0200 2590(local/mobile network charge)

    • Mon 9–16

      Speed up your transactions – authenticate using your bank identifiers.

    Other numbers

    Cancel my card or bank identifiers

    0200 2585
    24h (local/mobile network charge)

    eBanking customer support

    0200 2589
    Mon–Fri 9–16 (local/mobile network charge)
  • Book a meeting

    Book a meeting

    Book an online meeting or an appointment.

  • Send a message

    Send a message

    You can send secure messages in eBanking and in the mobile application.

  • Find us
    Find the nearest branch or cash machine (Only in Finnish)

    Search by city name or postal code. You can filter the search results by the service you are looking for. In addition to our offices, the search results also include local Otto- and TalletusOtto-machines.