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FAQs

In the "Frequently Asked Questions", you will find answers to questions about our products and services.

Deposits

How do I open an account with Optima bank?

To open an account with our bank, visit one of our branches that best suits you.

I want to open an account with Optima bank. What supporting documents do I need to provide?

You can start your relationship with our bank in just 10 minutes with just one signature, at any of our branches that suits you. You will need to provide certain supporting documents required for your identification, in line with the regulations of the Bank of Greece. Click here to see what these documents are.

Can I add a joint holder to my account?

You can add as many joint holders as you like to your account, in any of our branches that suits you. They will have to visit the branch as well and in line with the regulations of the Bank of Greece, they will need to provide certain supporting documents, which are required for their identification. Click here to see what these documents are.

Do I need to update data at the bank in order to be able to make transactions?

For your convenience, we ought to keep your most recent information in our records. If they are older than three years, you will need to visit one of our branches to update them with a simple and quick procedure. Click here to view details of the supporting documents you are required to provide.

Why is an update necessary now?

This procedure is mandatory for all banks and financial institutions under their legal and regulatory obligations, arising from the regulatory framework established by Law 4557/2018 and Decision No. 281/5/17.03.2009 of the Banking and Credit Committee of the Bank of Greece.

Is it obligatory for me to provide the information requested?

Yes. Banks are not allowed to perform any transactions unless they have previously certified and verified the identity of the customer.

This obligation arises from the regulatory framework established by Law 4557/2018 and the relevant Decision No. 281/5/17.03.2009 of the Banking and Credit Committee of the Bank of Greece, in accordance with the applicable regulations in the European Union and internationally.

Our bank, like all banks, is obliged to implement the provisions of the applicable legislation. That's why we request your information both at the beginning and during our banking relationship, e.g. when you want to start your banking relationship with us or make a transaction.

Can I open an account for my children?

You can open an account adding your children as joint holders by submitting the necessary supporting documents, as well as a solemn declaration certified by a KEP, at the Optima branch that best suits you. Click here to see what these documents are.

What is IBAN?

IBAN is your International Bank Account Number. It has been created in accordance with the specifications of the European Committee for Banking Standards (ECBS).

Every bank account number can be converted into an IBAN by the bank where you have opened your account.

Are my deposits with Optima bank covered by TEKE?

Optima bank participates in the Deposit Cover Scheme of the Hellenic Deposit & Investment Guarantee Fund (TEKE) (www.teke.gr). Your deposits are covered by TEKE for up to €100,000 per Individual and Banking Institution. Click here to find out more.

What is the maximum coverage provided by TEKE per depositor, per credit institution?

The maximum coverage limit for the total deposits of each depositor, with a credit institution covered by TEKE, is set at €100,000. If you have more deposits at the same credit institution, this limit applies to the total deposits held at the same credit institution, irrespective of number of deposits, their currency and location. In case of joint accounts, the limit of €100.000 applies to each depositor.

For the purpose of calculating the repayment, the credit balances with the bank shall be offset against all claims of the credit institution against the eligible depositor, if and to the extent that they have become due and payable on or before the date of default. Further information can be found at www.teke.gr.

How do I open time deposit with Optima bank?

If you already have an account with our bank, it is only a matter of a few minutes to open a time deposit that suits you. Feel free to contact or visit the branch that suits you best for more information. Click here to find out more about our time deposits.

How do I find out about the bank's fees and commissions?

You can be informed about the bank's commissions from the current price list posted on our website here.

Cards

How can I get a debit card?

When you start your cooperation with our bank at any Optima bank branch by opening an account, a free Optima bank Debit Mastercard is issued on the spot.

What supporting documents do I need to provide to get a debit card issued?

Simply visit an Optima bank branch and fill out an application. If you already have a deposit account with the bank, no additional documents are required.

Will I be charged for having my debit card renewed/reissued?

When you have your card renewed and/or PIN reissued, you are charged according to the Bank's Basic Price List.

What is the daily ATM cash withdrawal limit for debit cards?

The daily cash withdrawal limit at our bank's ATMs or ATMs abroad is €1,000. If you wish, the daily withdrawal limit can be changed. The maximum withdrawal amount at the DIAS ATM network is €600 per day.

What is the daily purchase limit for debit cards?

The daily purchase limit for debit cards is €2,000. If you wish, it can be changed.

How can I get a credit card?

Simply visit an Optima bank branch and fill out an application. We remain at your disposal for further information and assistance.

What supporting documents do I need to provide to get a credit card issued?

In order to apply for a credit card, you are required to provide the following documents:

  • Identification card
  • Utility bill
  • Income tax assessment notes of the past two years
  • Payslip

Is there a charge on the use of the credit card?

You can find out about the credit card charges in the current Basic Price List which is posted on our website.

Will I be charged for having my credit card reissued?

No. There is only a €3.00 fee in case of PIN reissue.

What is the ATM cash withdrawal limit for credit cards?

The cash withdrawal limit is equal to 50% of your credit limit with a maximum amount of €1,500.

How do I pay for my credit card?

You can make a payment on your credit card as follows:

I'll travel abroad. Do I need to do something to be able to use my card?

After activating your card, you can use it both in Greece and abroad without having to take any additional action.

How can I find out my card balance/transactions?

You can find out about your card balance/transactions:

  • through the monthly statement you receive by post
  • via the Optima bank’s e-banking, if you are a user, under Products > Products in detail
  • by calling +30 210 8173000.

I lost my card, what should I do?

To report loss/theft/non-receipt of a card, please call +30 210 8173000.

How can I change my card PIN?

You can make a “PIN change” transaction in any ATM. In case yοu have forgotten your PIN and you need to have a PIN reissued, call +30 210 8173000. After receiving the new PIN, you will need to make an ATM transaction for the new PIN to be activated for purchases as well.

I've been notified that my card is expiring. What should I do?

Your card is automatically renewed before it expires and sent to you at the address you have provided. To activate the new card you must call +30 210 8173000.

What are contactless transactions?

Contactless transactions are performed by cardholders themselves by simply approaching their card to the merchant's terminal as instructed.

e-commerce transactions

What is the 3D secure service?

The service concerns card transactions over the internet, which are performed following strong authentication of cardholders for enhanced security. The service is available at online shops that support it.

I just got an Optima bank card, what is needed to register for 3D secure?

You don't need to do anything else, the bank has taken every necessary action to enable you to make your online transactions with your Optima bank debit or credit card.

I don't remember the password for my online purchases, what should I do?

If you have forgotten your password, please call us at 210-8173000.

Is there a cost attached to the use of my card on 3D standards?

No, there isn't any cost. With 3D secure, you ensure even greater security in your online transactions.

I changed my mobile phone and cannot receive the One-Time Password (OTP). What should I do?

Visit any Optima bank branch that suits you, in order to update your details.

I want to make an online purchase and I need to enter the One Time Password (OTP) but I don't have my mobile on with me. What can I do?

For your own security, the online purchase cannot take place without the mobile phone you have registered with our bank. Please try again when you have access to your mobile phone.

I made an online purchase but was not asked to enter any security passcode. Is there a problem with my card?

Sometimes you may not be asked to enter a security passcode. This may happen because: 

  • based on your purchase details (e.g. the purchase amount) and the bank's criteria, strong identification is not required to review your purchase
  • 3D secure may not be supported by the merchant you have selected. In such case, your purchase is made without applying the 3D secure standards.

Optima e-banking

How can I register to e-banking?

If you are not customer of our bank, you can visit any of our branches that suits you and after opening an account and obtaining a debit card, your access to Optima e-banking will be activated.

If you are new customer, the prerequisites for your registration to Optima e-banking service are the start of a relationship with the bank and the provision of your email address and mobile number.

How can I register to e-banking if I have a business?

A business can be registered to Optima e-banking by its legal representative in any of our branches that suits you.

What possibilities does e-banking provide me?

Optima bank's e-banking enables you to easily and quickly:

  • view detailed information about your products (deposits, loans, investments)
  • transfer money within or outside the bank
  • pay your cards and bills
  • apply for a cheque book

and perform several other important tasks that facilitate your daily transactions.

What is the pricing for my e-banking transactions?

If you perform your transactions via Optima e-banking, you take advantage of the favourable pricing we offer. Learn about Electronic transactions price list.

Are there specific technical requirements?

In order to register and use the advanced e-banking services, you should have one of the following browsers installed on your device:

  • Google Chrome, version 84 or higher
  • Internet explorer, version 11 or higher
  • Microsoft Edge, version 44 or higher
  • Firefox, version 78 or higher.

What do I need to do to log in to the Service?

In order to login to the e-banking service, you will need to enter on the screen that will appear the credentials (User ID and Password) that will be provided by the bank.

I forgot / blocked my credentials. What should I do?

To retrieve your credentials click on the link "Forgot your credentials?”  and follow the steps described on the "Help" screen.

Specifically:

  • To retrieve your User ID, you will receive an email containing your User ID, which will be sent to the e-mail address you have provided to the bank.
  • To retrieve your Password, you will be prompted to enter your User ID and answer the Security Questions. Then follow the steps described on the screen. If you are unable to complete the process of recovering your credentials, please contact the bank.

I tried to retrieve my credentials from the “Forgot your credentials” screen, but I couldn't. What should I do?

Call our Customer Service at +30 210 8173000, Monday to Sunday 08:00 – 22:00, in order to receive online a new temporary Password to the mobile number you have provided to the bank or be reminded of your User ID, following your identity verification.

I don't remember the e-banking security questions. What should I do?

You can call our Customer Service at +30 210 8173000 in order to reset your credentials.

I haven't updated my data at the bank. Can I register to e-banking?

According to the current regulatory framework (Law 4557/2018), the Bank is obliged to keep complete, accurate and recent customer identification data, as well as the appropriate documents confirming these data.

How secure is the use of e-banking?

For maximum security of your transactions, our systems use the latest technologies. Before using e-banking, it is important to be informed about the “Useful Security Information “ you will find on our website.

This is my first time login. Is there anything I should be careful of?

Before logging in, for your protection against malicious act, make sure that:

  • you navigate to Optima bank's website and do not follow links that prompt you to reply to emails requesting account or user code information
  • use protection programs (antivirus, firewalls)
  • your credentials have not been leaked (User ID and Password). Remember that they are strictly personal and must not be disclosed to anyone.

How do I know I'm navigating Optima bank's website?

Make sure that the address displayed on your browser is the Optima bank address. You see a relevant lock icon, indicating that an official digital certificate has been issued.

Can I use e-banking from a public or shared computer?

You can, as long as you make sure you navigate to the Optima bank website and don't save your credentials (User ID and Password). For maximum security, after using the e-banking service, we recommend deleting the Temporary Internet files on the computer.

I have received an email requesting my account /user credentials. Was it sent by the bank?

The bank will never request access to your accounts or credentials in any way (by phone or email). They are personal and must not be disclosed to anyone. Please do not reply to the email and delete or terminate the communication immediately.

How can I tell it is a phishing email?

E-mails that appear to come from the bank are often misspelled or poorly written and ask you to fill in details of your bank accounts and cards or e-banking access credentials. These are attempts to intercept your passwords and access your e-banking account. Do not follow links contained in emails or websites of third parties that lead you to websites that simulate the Optima bank's website and ask you to fill in details of your accounts, cards or your user credentials.

I received a “suspicious” e-mail from your bank. What should I do with it?

You can forward it to hello@optimabank.gr and then delete it from your inbox without any further action.

I suspect someone tried to intercept my e-banking credentials physically or electronically. What should I do?

Log in to your e-banking account and check your transaction history. If you identify any suspicious transactions, contact us immediately. In any case, you can block the access by entering the Password incorrectly 3 consecutive times in order to block your account.

I lost my mobile where I have my e-banking credentials stored. What should I do?

Contact your telecommunications provider immediately in order to have your device disabled.

Change your email password immediately (especially if you have allowed access to your email through your mobile phone). Log in to your e-banking account and change your credentials (User ID and Password).

Alternatively, you may temporarily block your credentials by entering a wrong Password three consecutive times. You can easily unblock them online later by selecting "Forgot your credentials?".

ATM

Where can I find the nearest ATM?

All our branches have ATMs for your convenience. Find out here about our branch network.

What transactions can I make at the ATM?

At our ATMs you can make the following transactions:

  • withdraw cash
  • view your account statement
  • print a mini statement (recent transactions)
  • change debit / credit card PIN

Can I withdraw cash from another bank's ATM and will be any charge?

Cash can be withdrawn from:

  • DIAS network free of charge, plus any fee charged by the other bank.
  • at any ATM around the world with the Mastercard logo at 1% fee, with €3.00 minimum and €5.00 maximum.

What should I do if my card is withheld by an ATM?

If your card has been withheld, please contact our 24/7 Customer Service immediately at +30 210 6244525 in order to report loss of your card and have a new one reissued.

Investments

How do I open an investment account with Optima bank?

To open an investment account with our bank, you must first open a deposit account unless you already have one. For more information, visit one of our branches that best suits you.

I want to open an investment account with Optima bank. What supporting documents do I need to provide?

In addition to the deposit account, by signing the Investment Services Agreement and filling out the investment questionnaire you gain access to investment products and services.

Can I create an investment account with a joint holder?

Yes, you can create an investment account with joint holders. Joint account holders need to sign the Investment Services Agreement, fill out the investment questionnaire and provide  supporting documents, required for their identification. The composition of the investment account must be the same as of the linked bank account.

Do I need to update my data at the bank in order to be able to trade?

For your convenience, we ought to keep your most recent information in our records. If they are outdated, you will need to visit one of our branches to update them with a simple and quick procedure. Click here to view details of the supporting documents you are required to provide.

Can I open an investment account for my children?

You can open an investment account in the name of your children by providing the required supporting documents to the branch that best suits you. Click here to see what these documents are.

Do you participate in the Investment Services Guarantee Fund?

Optima bank participates in the Investment Services Guarantee Fund (www.syneggiitiko.gr). For more information, click here.

What products does the investment account provide access to?

The investment account grants access to shares traded on the Athens, Cyprus, or international Stock Exchanges, bonds (Over-the-counter & exchange listed), Mutual Funds (managed by Optima asset management  & the largest international firms), derivatives and structured products. Click here to find out more about investment products.

How can I buy shares in a Mutual Fund?

If you already have an investment account with our bank, it is only a matter of minutes to buy shares in any Mutual Fund you wish. For more information, you can contact or visit the branch that suits you best. Click here to find out more about Mutual Funds.

How do I find out about the bank's fees and commissions?

You can be informed about the bank's commissions from the current price list posted on our website here.

Tax deduction

Am I subject to the income tax deduction provision?

The obligation to collect electronic receipts in order to establish the income tax deduction applies to employees, pensioners and professional farmers.

How do I get my income tax deduction?

According to the circular of the Ministry of Finance POL 1005/2017 the income tax deduction established by using electronic means of payment:

  • card payments
  • payments via e-banking.

What transactions help with the income tax deduction?

The following goods or services expenses:

  • Food and non-alcoholic beverages
  • Alcoholic beverages and tobacco
  • Clothing and footwear
  • Housing (excluding rents)
  • Durable goods, household goods and services
  • Transport (excluding cost of road use taxes and purchase of vehicles other than bicycles)
  • Telecommunications
  • Recreation, cultural activities (excluding the purchase of yachts, airplanes and aircraft)
  • Education/training
  • Hotels, bars, restaurants
  • Other goods and services.

Are there any expenses that are excluded?

The following expenses are excluded:

  • Rents
  • Road use taxes
  • Purchase of vehicle (car, motorcycle)
  • Purchase of yacht, airplane and aircraft
  • Purchase of residence, land and other real estate
  • Tax payments and payments to the Central Government (Ministries, Insurance Funds) in general
  • Loan repayments
  • Purchase of investment products (shares, bonds, etc.).

Is there a maximum amount of expenditure for the income tax deduction?

The maximum amount of expenses with electronic means of payment is set at 30% taxpayer's income. More specifically, 10% up to 10,000 euros, 15% from 15,000 to 30,000 euros and 20% for higher income.

How can I find out the total amount of my expenses?

Every month the tax authority receives from the bank aggregated transaction data relating to electronic payments for purchases of goods and services per Tax Identification Number for the purpose of the income tax deduction. Soon the bank will provide you with a tool that will allow you to calculate online your income tax deduction, as well as the amount remaining until the minimum amount of electronic payments is reached.

Human Resources

Can University students apply to take part in the trainee program of Optima bank?

University students can apply to become a part of the trainee program of Optima bank through the NSRF project. You can find out more about trainee positions available at Optima bank through the NSRF program, here.  

How do I know you received the CV I have sent you?

Once you send your  CV to cv@optimabank.gr, you will receive an automated message confirming that your CV has been received.

How long will you keep my CV for?

CVs are stored in our database for 1 year.

Personal Data

What personal data does the bank store about me?

In the document "Information of the Customers of Optima bank S.A. on the Processing of Personal Data in accordance with the General Data Protection Regulation (GDPR)" you may find all the necessary information regarding the processing of your personal data on behalf of the bank.

Complaints handling

How can I report my complaint if I'm dissatisfied?

  • At the nearest Optima bank branch
  • Contacting the Complaint Management Service by phone (+30 210 8173199) or via e-mail (wearelistening@optimabank.gr)
  • Sending a letter to Optima bank S.A. at 32 Aigialeias & Paradissou Str., 15125 Maroussi, to the attention of the Complaint Management Service. The letter must contain your full name and contact details and be signed.

What information should I include in my complaint?

Make sure that you describe your complaint accurately and clearly, explain to us the problem that has arisen and/or why you have been dissatisfied. Don't forget to attach any supporting documents related to the case, and provide your full personal information (name, father's name, Tax Identification Number and contact details, such as contact phone number, email address, postal address).

How long does it take you to respond to my complaint?

We do our best to respond to your complaint as soon as possible and in any case within the time frame set out by the applicable regulatory framework.

What if I'm not satisfied with your answer?

If you are not satisfied with the answer you received from the bank, you can contact the Hellenic Financial Ombudsman.

Let’s talk

Can we help you? Do you have any questions?
Please call us or send us an e-mail.