Questions and answers

The card is already active and ready to use.  To activate the contactless payment function, simply make a payment in-store by entering the card’s PIN code.

 

Once this is done, you can use the card for future payments by tapping it. If you wish to activate the card for online purchases, you can do so in the app. Initially, this option is turned off for security purposes.

Yes, the card is active immediately after it is created in the INDEXO Bank app. It can be used for online purchases, and, by adding the card to ApplePay*/GooglePay*, also for contactless payments with your phone and smart watch, as well as for withdrawing cash at ATMs that support contactless technology.

 

* will be available very soon.

The card will be sent to your postal address indicated in the INDEXO Bank mobile app. Before the card is sent out, you will have the opportunity to verify that the address is correct and up to date.

To activate the contactless payment – simply make a payment in at the store by entering the card’s PIN code. The PIN code can always be viewed in the bank’s app.

 

If you wish to activate the card for online purchases, you can enable this option in the app. Initially, it is turned off for security reasons.

 

If you encounter any issues or experience difficulties, please don’t hesitate to contact us. You can reach out to us by sending a message through the messages section of the INDEXO Bank app, emailing us at [email protected], or calling us at 20 006 088.

To activate online payments, enable this option in the bank’s app. Go to section under the section “Cards” and below the digital card click on “Settings”, after you can turn on online payments.

 

If you encounter any issues or experience difficulties, please don’t hesitate to contact us. You can reach out to us by sending a message through the messages section of the INDEXO Bank app, emailing us at [email protected], or calling us at 20 006 088.

Contactless payment technology allows you to pay for purchases or withdraw cash by simply holding a card or mobile phone close to a POS terminal or ATM reader if the receiving device supports contactless payments. Purchases for an amount under €50 can also be made without entering a PIN – very quickly and conveniently. However, for the security of your payments, payments under €50 will also need to be confirmed with a PIN once in a while.

All purchases made with a valid INDEXO card are insured, including those made online or through other remote means. Additionally, the purchased items must be:

• new (unused) movable property;
• paid up to €7 500 *.

 

For example: computers, household appliances, toys, musical instruments, sports and recreational items, footwear, clothing, furniture, and other long-term use goods.

 

*Excluding purchases listed in the Purchase Insurance Terms.

Compensation is provided for losses occurring under the following circumstances:

• sudden and unforeseen damage;
• damage to the item;
• theft (if it occurs through forced entry) or robbery.

These are the maximum amounts that If Insurance will compensate after an accident. If the actual losses are less, compensation will be paid based on the actual loss:

• compensation limit per purchase – €7 500;
• compensation limit per accident – €7 500;
• compensation limit per accident for specific purchases* – €1 000;
• total insurance coverage per year per cardholder – € 15 000.

*Purchases listed in the Purchase Insurance Terms.

A €30 deductible applies to each accident.

 

The deductible is the portion of the loss you pay in the event of insurance. For example, if the repair of a computer costs €150, you will cover €30, and the insurance will cover the remaining amount.

The purchase is insured for 180 days from the moment it is handed over for your use or when the first payment is made with a valid INDEXO card.

However, please note that insurance is no longer valid if your INDEXO card expires (its validity period ends, the card is suspended, terminated, or cancelled in any way) and you do not renew or replace it sequentially with a new one after the end of the previous card’s operation.

Yes, partially paid purchases are also insured. In the event of an accident, compensation will be paid proportionally to the paid portion of the item.

However, please note that rented, leased, or purchased items on lease (items for which you do not have ownership rights) are not insured.

Yes. Even in cases where the item is purchased as a gift or is used daily by another person, such as your child or partner, this purchase is insured.

Insurance is valid worldwide, except for the Russian Federation, the Republic of Belarus, and Ukraine. This means that purchases made with the INDEXO card in both Latvian and foreign online stores and retail locations are insured.

Yes, insurance is valid if you renew or sequentially replace the card with a new one after the end of the previous card’s operation.

As soon as possible, but no later than within five working days from the moment it becomes possible, apply for compensation online: here.

If you have any questions, contact If Insurance: +371 67338333.

Attach copies of documents related to the accident to the compensation application:

• invoice or receipt confirming the purchase;
• account statement showing that the purchase was made with an INDEXO card;

on the specific occurrence of the risk additional documents listed below:

• in case of damage or breakage – an estimate issued by an authorized repair company for the planned repair costs, any necessary and reasonable transportation costs if transportation is required.
• in case of theft or robbery – police report.

If Insurance will transfer the compensation to your INDEXO Bank account, deducting a €30 € deductible from the compensation amount. The amount of compensation depends on the condition of the item:

• If it is reasonable and economically feasible to repair the item, the basis for compensation is the repair costs, including necessary and reasonable transportation costs.
• If the item cannot be repaired or it is economically infeasible, or if the item is stolen, the basis for compensation is the purchase price of the item.

According to the Purchase Insurance Terms, losses for items that are:

• purchased used (not new);
• rented, leased, or purchased on lease;
• motorized vehicles, trailers, water and air vehicles, their equipment, parts, and accessories necessary for maintenance;
• cash, stamps and coins, tickets, checks, vouchers, and other means of payment.

 

Other cases where losses are not reimbursed are listed in the Purchase Insurance Terms.

INDEXO consumer loans can be used for various purposes, such as, but not limited to, travel, education, medical services, major purchases, or everyday consumption needs. Spend it as you wish.

In the INDEXO Bank app, you can request changes to the consumer loan payment date, early repayment, and grace periodcredit holidays. This can be done by clicking “Loans” and then “Manage” section.

 

If you are experiencing financial difficulties, that influences the loan payment, we encourage you to contact us and we will find the most suitable solution for you.

Changes can be made in the INDEXO Bank app – go to section “Loans” then click on “Manage” and “Change monthly payment date”.

View the necessary information in your INDEXO Bank app–  go to section “Loans” and then click on “Detailed information”.

Changes can be made in the INDEXO Bank app – go to section “Loans” then click on “Manage” and “Repay loan early”.

Changes can be made in the INDEXO Bank app– go to section “Loans” then click on “Manage” and “Request credit holidays”.

If you need a bigger loan amount, go to the INDEXO Bank apps’ section “Loans” then click on “Request more” section and fill out the form.

The maximum amount of a consumer loan is €20 000.

Unfortunately, it’s not to deliver money in a suitcase for you. We require this information because we only issue loans to residents of Latvia and individuals with a permanent residence permit.

To apply for a consumer loan, go to your INDEXO Bank app, then search for section “Loans” then click “View available offers”.

In the application form, you are required to provide us with:

• current location;
• reason for taking the loan;
• information about existing loans;
• residential address (if not automatically retrieved).

To make a payment in the INDEXO Bank app, open the “Send, Request” section then click on “Send money” section. Next:

• choose from your contacts to whom to transfer money;
• create a new payment.

If the transfer is between INDEXO Bank recipients, it usually processes within a few seconds.

 

Instant transfers are processed within a few seconds if the recipient’s bank accepts instant transfers.

 

Standard transfers are processed on the next business day, depending on when the recipient’s bank and the Central Bank approve the payment.

INDEXO provides payments to European countries that use the € currency.

Yes, for your safety there is a limit on payments and it’s equal to a daily spending limit. You can increase your daily limit in the INDEXO Bank application up to €5 000 without coordination with us. This is done as follows:

 

1. Open the INDEXO Bank app
2. Click on your profile or name and surname in the upper left corner
3. Press “Limits”
4. Press “Spending limit” and choose your desired daily limit

 

If a larger limit than €5 000 is needed, a request must be submitted to us. We will process it as fast as possible.

Theoretically yes, if the other party agrees.

 

If a refund needs to be issued for a payment made via card, then write to INDEXO. The order should include the payment card used for the transaction and specify the transaction itself.

 

If the payment was made via bank transfer, then you also need to write to INDEXO. The order should specify the account from which the payment was made and the payment itself.

 

A quicker process would be to request the recipient to return the funds themselves.

To make a payment in the INDEXO Bank app, open the “Send, Request” section then click on “Send money”, and choose one of the existing contacts or press “Create a new payment” and “Phone number payment” – in both cases, a payment window will open in which you can enter the desired amount.

To request a payment in the INDEXO Bank app, open the section “Send, Request” then click on “Request money”. Then click on “Share details” and select the person you want to send the request to.

For your safety, you must first enter the recipient’s phone number when making a payment in the INDEXO Bank app.  Before entering the money amount, the name and surname of the true recipient will appear – it will differ if the recipient’s phone number has changed.

Yes, as secure as any other payment.

Yes, the request for money from INDEXO Bank will work for customers of all banks in Latvia. INDEXO Bank users will receive a notification with a payment request (if the notifications are turned on), others – where you send it to them.

Go to the “Profile” section and provide there your new phone number. If the phone number is inaccurate, others may encounter difficulty sending you funds, or the process may become tricky and troublesome for them.

Yes, it is possible. To use additional profiles on one device, when logging in with a new profile, you must confirm the sign-in with Smart-ID (on the device where your Smart-ID is running – it may not be the same device where you want to connect to INDEXO Bank), Veriff (passport/ID card), or eParaksts Mobile. Then you will have the opportunity to connect the desired profile in the INDEXO app on the specific device.

 

In the INDEXO Bank app, you can always view the devices linked to the profile and remove them.

Yes, it is possible. Such a need may arise if something goes wrong with your device – for example, it is lost.

 

In order to access the bank profile through a foreign device in emergency cases, the existing user must log out of his profile by clicking on his first and last name initials and “Logout” in the app. The other user must then authenticate with the personal code and the INDEXO Bank PIN code they created. After this step, you will need to confirm your identity either with the INDEXO Bank application on the old device, if it is available, or with one of the identity verification services – SmartID, eParaksts Mobile or biometric verification (it will require an ID card or passport). Once this is done, access to the profile will be activated on the new device.

 

If, as a result of an emergency, you have used INDEXO Bank on a device belonging to another person, after authorization, for your own security, we recommend disconnecting the foreign device – press your first and last name in the INDEXO Bank app, then select “Settings” and “Connected devices”.

To see information about active devices using your profile, click on your name and initials in INDEXO Bank app, then select “Settings” and “Connected devices”.

To change your personal information, go to INDEXO Bank app and click on your name and initials in the top left corner, then choose “Personal information”.

To receive notifications for purchases and incoming payments, go to INDEXO Bank app and click on your name and initials, then select “Notifications”.

Download the INDEXO Bank app from the Google Play Store or Apple App Store and do registration.

 

If you want, you can check the General Terms and Conditions.

INDEXO Bank offers three plans:

“Sudrabs” Plan – €0.00

Minimum package to open an account and make up to 5 outgoing payments and get interest rate of your account balance.

 

“Zelts” Plan – €2.99

An optimal package that includes purchase insurance, unlimited outgoing payments, and the option to use a physical payment card.

 

“Platīns” Plan – €5.99 Coming soon

If you want more comfort, this is the right plan – in addition to purchasing insurance and unlimited outgoing payments, there will also be accident and ticket insurance.

It depends on the date you become an INDEXO bank client.

 

The fee is deducted immediately from the account.

Plans can be changed whenever you want. The fee is taken for the entire month and is not refunded if the plan is changed.

We have established ourselves as a trusted partner in long-term savings, offering management of the 2nd and 3rd pension plans. Now we also offer good solutions for creating short-term savings – vaults and term deposits. And – with INDEXO even the account balance earns!

 

The more purposefully you save, the higher the interest:

• for the account balance – 1,5 % per year;
• in vaults – 2,75 % per year;
• in term deposits – 3,50  % per year.

 

Choose the level of flexibility you desire for managing your funds and earn the corresponding interest rate. With vaults, you can deposit and withdraw as much and whenever you want, without any application process or fees. It’s personalized to your preferences, allowing your savings to grow effortlessly.

The more purposefully you save, the higher the interest rates:

• for money in a bank account – 1,5 % per year;
• in savings banks – 2,75 % per year;
• in time deposits – 3,50 % per year.

Yes, we are changing the usual in this regard as well. INDEXO offers an account balance interest rate of 1,5 % per annum, even on the free “Sudrabs” plan. What’s more, there’s no limit on the amount.

Both types of savings are suitable for fulfilling big and small dreams. However, there are several differences between them.

 

Interest is calculated on the savings vault balance at the end of each day and is credited to the savings vault once a month. When calculating interest, we apply an annual interest rate and assume that there are 360 ​​days in a year.

 

Remember that personal income tax will be automatically deducted from the interest paid in the amount specified in the legislation.

Yes, that’s the appeal of a savings vault – add and withdraw money without limits whenever you want.

Another convenient way to add to your savings vault is the payment rounding tool. This feature allows you to automatically round each purchase to the nearest round number and transfer the difference to your vault.

 

For example, if you make a purchase for 1.30 euros, 70 cents will be transferred to your savings account. You can set second, third or even fifth speed for rounding purchases. This will determine how many times this amount will be multiplied – for example, x2 means that the amount will be doubled and 1.40 euros will be transferred. It will help you save money easily and seamlessly every time you make any purchase.

Everything can be done in a couple of seconds in INDEXO Bank’s mobile app.

 

1. Open the “Savings” section of the INDEXO mobile app and press the “Add new savings” button;
2. Select “Term deposit” and fill out the application – specify the desired term and amount;
3. Confirm your agreement to the term deposit terms (including the applicable interest rate);
4. Transfer the amount you want to invest to the term deposit account.

 

That’s all. Now your money is making money on its own.

INDEXO term deposits use a compound interest approach—this means that your earned interest each month is added to the deposit principal. Thus, with each following month, interest is calculated on a larger amount, generating additional earnings. The earned interest will be calculated on the term deposit amount from the start date to the end date of the deposit (excluding the end date).

 

 

Once a month, INDEXO will credit the earned term deposit interest to your term deposit account. This interest will be added to the deposit principal, and the following month’s interest will be calculated based on this updated amount. In calculating interest, we apply an annual interest rate and assume a 360-day year. On the end date of the term deposit, we will transfer the deposit amount and accrued interest to your settlement account.

 

 

Please note that personal income tax will be withheld from the paid interest as prescribed by law.

There is no limit to the number of open term deposits. Open as many as you want!

We have already proven ourselves as a reliable partner in long-term savings by offering 2nd and 3rd pillar management of pensions. Now we also offer good solutions for short-term savings – savings vaults and term deposits. And in general, even the account balance earns money at INDEXO!

 

The more focused you save, the higher the interest:

• money in a bank account – 1.50% per year;
• in savings vaults – 2.75% per year;
• in term deposits – 3.50% per year.

Choose how freely you want to handle your money and receive the appropriate interest. You can deposit and withdraw as much as you want and whenever you want – you don’t have to apply for anything, you don’t have to pay anything. Personalize to your liking and accumulate without noticing.

The minimum amount you can deposit with INDEXO is €100, while the maximum is €1,000,000.

To terminate a term deposit early, select the specific contract in the app, click “Manage,” and choose “Early Withdrawal.”

 

 

In the next window, you’ll see what you will lose as a client—accrued interest and a 1% penalty fee based on the original deposit amount. If you agree, contact the customer support team within the app, stating that you wish to end the contract early.

 

 

The contract will be terminated within one business day, and the remaining balance will be paid into your account.