Questions and Answers | Luminor

You have questions or need help in using the daily financial services? Read useful information on payments, Internet bank, payment cards, accounts, loans and Luminor contacts. Save your time and solve the issue yourself!

Payments

What is the processing time for payments?

If you execute your payment on a business day until 16.00, it will be transferred to the beneficiary’s account until the end of the day. 

If you execute your payment after 16.00 - on the next day. If you are expecting an incoming payment, which was executed during business hours - the money will be transferred to your account until 19.00. However, if the payment was executed after business hours - you will receive it next day.

How can I verify if the payment was processed?

Check the payment status – if it is “Processed” and is seen in the account statement and the balance of your account has been reduced by the payment amount, then the payment has been executed.

How can I cancel a payment?

Go to the full version of your Internet bank, Payments – Payments list. Open the payment you wish to cancel and click on the option “Cancel payment” in the lower left corner.

Please note – there is a commission fee for the cancellation of a payment in accordance with our price list.

What should I do if I approved a payment with incorrect banking details?

If the payment has not been processed yet, it should be immediately cancelled - learn how to do that in the question “How can I cancel a payment?".

If the payment is already processed and the money is no longer on your account, you have to correct the payment. Please write us via Internet bank and specify the correct banking details. 

Please note - there is a commission fee for the correction or cancellation of a payment in accordance with our price list.

How long a payment with a status “Accepted” will wait to be processed if there is not enough funds on the account?

A payment with a status “Accepted” will be saved for 10 calendar days. If within ten days your account does not have enough funds, the payment will be cancelled and will not be processed.

How can I execute the regular monthly payments simpler and easier?

If the amount for bills and other payments remains unchanged each month, use regular payments. If the amount is different and you have signed an agreement on the monthly settlement of bills with the service providers, apply for the settlement of regular bills

How the agreements for the settlement of regular bills and regular payments are concluded, how to terminate or amend them?

Go to the full version of your Internet bank, Payments - Settlement of regular bills.

Read the Rules of Regular Payment of Invoices.

You can track the settlement of your invoices at www.rekini.lv and your Internet bank.

How much do the execution of regular payments and monthly settlements of bills cost?

If you have a Mini package, commission fee for the regular payments and monthly settlements of bills is applied in accordance with our price list. Other packages offer this service free of charge.  

Check your product package in the full version of Internet bank under the section Accounts and cards.  

Cards

What is the PIN code of my new card?

If your card has expired and you have received an automatically renewed card, PIN code is not changed - it is the same as with your previous card. 

In other situations, when a new card is issued, you will see your PIN card, when you activate your card. This may be done in the full version of Internet bank go to the section Accounts and cards - My cards and select the card you wish to activate.  Then press “Activate and get PIN". Follow the on-screen instructions in the pop-up window.    

What should I do if I have forgotten the PIN code of my new card?

You can apply for a PIN code reminder at the full version of Internet bank under the section Accounts and cards - My cards, by clicking on “Renew PIN”.  
You can view your PIN code reminder in your Internet bank:

  • On business days after 16.00, if you submit your application until 13.00; 
  • Next business day after 16.00, if the application was submitted after 13.00. 

Commission fee for a PIN code reminder is EUR 1.00.  

Why doesn’t the ATM return my card?

If you enter a wrong PIN code three times in a row, ATM retains your card and does not return it any more.  Thus you have to apply for a new card. Go to the full version of your Internet bank under the section Accounts and cards - My cards, where you will see your blocked card.  Then press “Replace a card".

What is the limit of my payment card for the purchases and withdrawal of cash?

The limit for purchases and withdrawal of cash for all VISA cards per day is EUR 5 000.00 (or equivalent in other currency) and the limit within a period of 30 days is EUR 20 000.00 (or equivalent in other currency).

Due to security reasons the limit for cash withdrawal from ATMs, equipped with the technology for reading magnetic line us EUR 350.00 per day. 

Limit for cash withdrawal at a trader at one purchase time – EUR 100.00.

What should I do when my card is going to expire?

We will renew your card automatically if you have used it during the last three months and it has a remark for a renewal. You can check this in the Internet bank under Accounts and cards - My cards - renewal of the card.  

At least one month prior to the expiry date of the card we advise you to check if you have indicated the right delivery address in the Internet bank under Accounts and Cards - My cards.
We prepare the replacement card until the 15th day of the month and send it to the address indicated by our customer.
Card delivery costs:

  • via mail in the territory of Latvia – free of charge;
  • via mail to foreign countries – EUR 10.00;
  • at the Customer service centre – EUR 10.00.

When he card is renewed, the PIN code of the previous card remains unchanged. 

What should I do in a situation when someone has made a purchase with my card, but I am not informed of that? Or even if I recognize the purchase, I haven’t received the item or service?

In the event of malicious deal you should immediately block the card – it can be done in your Internet bank or via chat on our website.

Afterwards please report a claim under the Internet bank section Notifications - new applications - Application from the templates - claim regarding a card transaction/ Claim.

In case the Internet bank is not available, please call our 24/7 informative hot line at 1880 or +371 67 17 1880 if you are abroad.

What should I do if I cannot make purchases in the Internet?

Please check if the function for the purchases in the Internet is activated in the section of Internet bank Accounts and cards - My Cards - Internet purchases (Allow/ Don’t allow). 
Also make sure there are enough funds for the transaction on your account. 

If the balance is satisfactory and the purchases in the Internet are allowed, please call our informative hot line at 1880 or +371 67 17 1880 if you are abroad to verify the reason for the rejection.

What is the commission fee for the purchases with a card if the transaction was executed in another currency than the card account currency?

A commission in the amount of 3% is applied to such transaction and it is added to the currency exchange rate.

Please note that currency exchange takes place in accordance with the currency exchange rate, which is valid on the moment when the financial services provider processes the transaction.

What is the commission for the cash transactions with Visa Debit card?

Cash withdrawals with Visa Debit card:

  • For cash withdrawals up to EUR 700.00 within a calendar month at Luminor ATMs in Latvia, Lithuania and Estonia – no commission fee, but from the amount above EUR 700.00, the commission fee in the amount of 0.2% is applied.  
  • In other banks, ATMs of other banks – 2% from the transaction, min. EUR 3.50 / USD 4.00 (if the currency of the transaction differs from the card account currency, extra 3% is charged in addition to the exchange rate).

Cash deposits with a card to one’s own accounts at Luminor ATMs in Latvia up to EUR 5 000.00 within a calendar month is free of charge.  However, if the amount is above EUR 5 000.00, a commission of 0.2% is applied. 

How can I enable/ disable TXT messages on the transactions on my card account?

Go to Internet bank section Accounts and cards - My cards - TXT messages - Revise/ Change.  By opening this section you can also select the preferred TXT settings.


Internet bank

Why did I receive a notification from Luminor on the customer data updating and where can I do that?

In order to comply with the requirement of the legal enactments with regard to the services Luminor is providing to its customers, we regularly ask our customers to update the information in the customer’s questionnaire.

It is available in the full version of Internet bank in the upper ribbon under the section Settings - Internet bank settings.  Then on the left side, please select the Customer’s questionnaire.

How to save a payment order or submit it to the Beneficiary for the transaction executed via Internet bank?

Go to the full version of your Internet bank Payments - Payments list.  

When you open your payments list, select the account number from which you executed the payment and the period of time. When done, press the button on the right side “Select”.

When you have found the necessary payment, open it and in the lower right side press the button “Print” – so you will save the payment order in PDF format.

Kādi ir maksājumu limiti, veicot maksājumu internetbankā?

What are the transaction limits, when executing payments via Internet bank?

To keep your funds secure, we have set various payment limits – they differ depending on the authentication method used by the customer.
The limits may be set in the Internet bank section Settings - Internet Bank settings - Account and client settings. 

Private individuals

Code card:

  • Transaction limit – EUR 1 400.00
  • Daily limit – EUR 4 000.00

Code calculator Digipass Go3 – default limit / maximum limit set by the Bank

  • Transaction limit – EUR 3 000.00 / EUR 75 000.00
  • Daily limit – EUR 9 000.00 / EUR 75 000.00

Code calculator Digipass DP270 – default limit / maximum limit set by the Bank

  • Transaction limit – EUR 75 000.00 / EUR 1 500 000.00
  • Daily limit – EUR 75 000.00 / EUR 1 500 000.00

Companies

Code card:

  • Transaction limit – EUR 5 000.00
  • Daily limit – EUR 5 000.00

Code calculator Digipass Go3 – default limit / maximum limit set by the Bank

  • Transaction limit – EUR 15 000.00 / EUR 75 000.00
  • Daily limit – EUR 45 000.00 / EUR 75 000.00

Code calculator Digipass DP270 – default limit / maximum limit set by the Bank

  • Transaction limit – EUR 75 000.00 / EUR 1 500 000.00
  • Daily limit – EUR 75 000.00 / EUR 1 500 000.00

Where no specific limits are set, Luminor will apply default settings. Limits may be increased or decreased at any Luminor customer Service Centre, however they may not exceed the payment limits set by Luminor.

What should I do if I forgot my password?

  • Users of code cards or GO3 code calculators: Unless the Internet Bank access is blocked permanently, you can reset your initial password on your own. Go to Internet Bank or Mobile Banking, click on the link “Forgot your password?” and follow instructions. 
  • Users of Digipass 270: there is no need for a password; you can reset your PIN code at any of Luminor Customer Service centres.

Access to Internet Bank is blocked after five unsuccessful login attempts. Should you wish to unlock your access, please contact us 24/7 by phone 1880 or +371 67 17 1880

What should I do if I forgot the username for accessing my Internet bank?

  • Look for your username in the agreement on the usage of Internet bank.
  • You can receive your Internet bank username at any of Luminor Customer Service Centres. Do not forget to take your personal ID document with you.

How can I find the account statement for a specific period and save it?

To find the account statement for a specific period, go to your Internet bank:

  • Select the account you wish to overview
  • Select any of our defined and most frequently used periods, for example, “Today”
  • Then press “Select"
  • To select other period, click on the calendar icon in the field “Date from
  • Click on the date, from which you want see your transactions in the statement

o    Likewise you can specify any date by entering it, following the date format.

  • Click on the calendar icon in the field “Date to”
  • Click on the date, until which you want see your transactions in the statement, or enter the numbers, following the date format
  • Press the arrows “<” or “>” on the upper field of the calendar, to move from one month to another
  • Then press “Select"
  • If you wish to find a transaction by a keyword, amount or type of the transaction, press “+ Advanced search".

The account statement is available in the full version of Internet bank under the section Accounts and cards - Account statement.

If I have a Smart-ID in another bank, do I need a separate Smart-ID account to access Luminor Internet bank and Mobile Banking?

No, you do not need several Smart-ID accounts, to use the services of other banks and Luminor online services.

Learn how to log in to Smart-ID Luminor Internet bank.


Cash transactions

Where can I find the updated locations of ATMs and Customer Service Centres and their opening hours?

The updated information on ATMs and Customer Service Centres is available at our website.

Likewise you may view this information in the Mobile Banking on the second page under the menu “Branches and ATMs".

Luminor banking details, contacts and phone number is available at our website.

What should I do if I do not have a card with me and I need cash?

You may deposit or withdraw cash from ATMs without your payment card, using deposit/withdrawal code. You may apply for the code only at Internet bank section Payments - New payment - Cash in/out using a code.

To withdraw money from the cash machine, you will need to 'wake it up’ by pressing “Enter” on the keyboard. Enter your 10-digit code. The first five digits of the code will be those which you specified in your application form. The other five digits will be sent to you in a TXT message from us or displayed on your Internet Bank screen depending on which option you had selected while filling in your application in the Internet Bank. The requested amount must be withdrawn on the same day by 23:59.

Cash deposits or withdrawals with a code are ensured only on some particular Luminor ATMs. Pay attention to the information on the ATM display.

There is a commission fee for this service in accordance with our price list


Accounts

Where can I see the balance of my account if currently I do not have an access to the Internet bank?

If you are using a smart phone, use Luminor Mobile Banking, where you can view the balance of one or several accounts and use other functions of Internet bank for making your daily banking easier.

If there is a card attached to your account, you can see the balance at any of Luminor ATMs.

If I am already a customer of Luminor, how can I open a new current account or close any of the existing accounts?

You can open a current account at the full version of Internet bank, by filing an application under the section Notifications - New application - Application from the templates - Opening a current account. 

You can close your current account by filing an application in your Internet bank on the closure of an account under the section - Notifications - New application.

In order we can close your current account, its balance has to be EUR 00.00, and you may not have any active credit liabilities.


Loans

What should I do if I wish to change the owner for the real estate which is pledged at Luminor?

For the change of a pledgor there are usually two reasons:

  • in the event the real estate is sold;
  • the ownership of the pledged real estate is changed to a spouse, borrower or guarantor. 

Taking into consideration the fact that the change of the pledgor is not possible without a written consent of Luminor, we will need your written application with a request to issue our consent for the change of the owner of the real estate.

You can file your application in the Internet bank under the section Notifications. 

The commission fee for our consent for the actions with a pledged real estate property, as well as information on the extent of the commission fee for changes in the loan documentation is available: Mortgage loan and Private loan.

Taking into consideration that our consent for the change of pledgor is valid for 3 (three) months, in the event the real estate is sold, we kindly recommend to obtain a consent of the purchaser for the purchase of the property and only then to file the application for our consent. 

What should I do if I wish to reconstruct or renew the real estate which is pledged at Luminor?

The reconstruction of the real estate (including, redesign, reconstruction, renovation) is allowed only as provided for by the legal enactments by coordinating it with respective institutions.

Prior to going to the construction board you will need our consent.  You can file your application for our consent in the Internet bank under the section Notifications. 

Commission fee for Luminor consent for the actions with the pledged real estate property: Mortgage loan and Private loan

How can I apply for loan repayment holidays?

In order to apply for loan repayment holidays, you have to file an application (free form) in the Internet bank under the section Notifications with a request to allocate loan repayment holidays for the next payment, additionally specifying that you agree to the applicable commission fee.

Commission fee for the processing of application for the loan repayment holidays is EUR 35.00, which is withdrawn from the borrower’s account during the processing of the application. 

It is possible to apply for the loan repayment holidays 10 (ten) days in advance of the usual loan payment and after its consideration (there are no debts for Luminor services (inc. the loan); as well as the previous loan repayment discipline has been positive), the loan repayment holidays will be registered for the next payment.

Useful links

 Your Internet bank – tips for making your daily banking easier
FAQ about Internet bank
Personal data protection recommendations to execute transactions in virtual environment

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