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Find help on passwords, changing your username and security. For more detailed information on security, take a look at the Secure Key FAQ.
What do I do if I forget my username?
How many times can I enter an incorrect username?
There is no limit as to how many times a username can be entered incorrectly.
What happens if I click on the tick-box next to the remember username?
Your username will be saved and will automatically show partly masked whenever you access the log in page from that particular device. Make sure you don’t tick this box if you are using a public computer or a shared device.
Discover what you need to know for your everyday banking.
Will I be charged to use online banking?
Are all my accounts displayed in the online banking landing page?
Why are parts of my card and account numbers obscured ?
This is a security feature to give your information an extra layer of protection. You still should be able to identify your accounts.
How do I find a transaction?
To search for a specific transaction, select the 'Search and filter' option above your transaction list. Search can only find transactions made in the last 2 years.
Can I contact you through online banking?
Yes, you can. Go to ‘Secure messages’ in online banking to send us a message, including your personal information and account details.
We recommend you contact us this way as it is more secure than sending us an email.
Why are my accounts showing as 'taxable' or 'non taxable'?
What you see depends on how you set up your accounts in the first place. If you're resident for tax in Malta, you could have chosen for your account to be 'Taxable' - where Final Withholding Tax on interest is paid at source - or 'Non taxable' - where we pay your interest gross but report this to the Commissioner of Inland Revenue.
If you're not resident for tax in Malta, then your account will be 'Non taxable'
Can I change my daily limit?
Yes, you can. Go to ‘Secure messages’ in online banking to send us a message. Please choose the subject ‘Change in online banking daily limits’ and send your request.
Alternatively, please contact our contact centre on +356 2380 2380.
Why are some online banking pages not displaying correctly?
Although our online banking pages are built to meet all relevant web standards, some older web browsers may display certain elements of a page incorrectly. We recommend you update your browser to the latest versions of Google Chrome, Internet Explorer, Mozilla Firefox or Safari.
If you prefer not to upgrade your browser now, you can continue to use online banking securely. You may just still encounter display errors.
Compatible internet browsers include:
- Internet Explorer version 11 and above
- Google Chrome version 74 and above
- Safari version 10 and above
- Firefox version 64 and above
Compatible with most operating systems including:
• Windows 7, 8 and 10
• Mac OSX 10.9 or above
Get started with paying bills and making transfers. For more detailed information on this, check out the payment FAQs.
How do I pay a bill?
On your online banking homepage, first select the account you want to make the payment from. Then select the 'Pay and manage' button above your transaction list.
From there, you can select 'New payment to a company'. You will be able to select a company from a pre-defined list. If the company you want to pay doesn't appear, you'll need to set up the bill payment by selecting 'New payment to a person' and using your Secure Key to finish the payment.
Understanding online statements
Learn how to use online statements.
How can I get online statements?
If you're an active online banking user, you'll be automatically registered for e-statements.
You can view and retrieve your statements through the statements tab by selecting the 'e-statements' option.
How do I see my online statements?
- Log on to online banking
- Select the account you want to view statement for
- Select the 'Pay and manage' tab
- Select 'Statements'
How do I get a paper copy of a statement?
You can request a paper copy of a statement any time. This will be provided against a charge. Please refer to the bank’s general tariff (PDF 54KB).
To request the statement, please send a Secure Message by:
- Logging on to online banking
- Selecting the 'Secure messages' option
- Choosing the subject 'Statement Request'
- Sending your request