FAQ

Who can I contact, if I have any questions or doubts when using the Intesa Sanpaolo Bank’s mobile banking or online banking?

Please, call us on the toll-free number 080 13 18 or +386 5 666 18 38 for calls from abroad. You can also send us your questions to the e-mail address info@intesasanpaolobank.si.

How can you access the Support Area?

The main entry points to the Support Area are: 

FOR MOBILE 

• the pre-login screen 
• the question mark icon positioned at the top of the menu.

FOR INTERNET BANKING  

• a dedicated menu item called “Support Area”. 

In the redesigned version of the App and Internet Banking, support is also contextual. Depending on type of feature, clients may see: 

FOR MOBILE 

• Tutorials; 
• FAQs; 
• the Chat widget, if chat is available. 

FOR INTERNET BANKING 
Support is also available inside functionalities: by clicking on a “question mark” on the top of the screens, contextual support pop-ups appear, providing useful information related to actions to be done by clients and expected behaviours.  
 

How do you access the new Inbox Area and where can you find Notifications & Messages?

On the Homepage, for both Internet and Mobile Banking, there is a bell icon. By tapping this icon, the client is taken to the “Inbox Area”, which is structured into two separate tabs: 

• one for Notifications; 
• one for Messages. 

In both tabs, the client can: 

• open items to read them by clicking/tapping on them; 
• select one or multiple notifications/messages using flags/checkboxes; 
• move selected items to the trash to delete them; 
• mark selected items as Read or Unread, ensuring full management of notifications and messages. 
   

Why are some elements, fields, or boxes different?

Some elements have been updated to reflect the New Visual Identity of the banks within the Group and provide more accessible Internet and Mobile Banking.  As a result, some screens, fields and boxes may look different or be organised in a new way, with information grouped into clearer sections. 
The goal of these changes is to make information easier to access, improve overall consistency, and simplify navigation across products and services. 
While the appearance of some elements has evolved, core operations remain unchanged, and user journeys are now more streamlined and intuitive. 
 

What is the behavior of ‘Close’ and ‘Delete’ goals?

If the client decides to close or delete a goal, the related amount is automatically transferred to the #withSAVE feature, as an unallocated amount.   

What is the new “My Offer” concept area? 

Previously, this area was called “My Shopping Window” and it mainly worked as a product catalogue list, while a client had different separate areas where they could find the offers made by their Relationship Manager.  

Now this structure has changed: the area is called “My Offer” and everything has been merged into a single area, so that the client can find all bank offers and campaign, the catalogue of products/services, and all the tailored proposals made from the Relationship Manger for them: this new structure is designed to better support the client by bringing all commercial content and proposals into a single place, making it easier to search for and consult offers, and reducing fragmentation across different areas and entry points. 

This means that the “My Proposal” section, which previously had its own dedicated menu entry, has also been unified into this new area to simplify the journey.

The access points for this new area is the Menue.
 

The first block displayed in the “My Offer” area is the main widget, which is always populated.
  
The widget can contain (below order is reflecting also the priority rule applid for this section):
  

• Remote Offer: the Remote Offers appear on the widget and on a dedicated widget on the Homepage. In the “My Offer” main widget, the client can tap on it in order to visit the dedicated Remote Offers flow (e.g. to review and accept the offer.  
• Commercial content campaign: the widget can display marketing campaigns or commercial content that can promote specific bank products/services.  
• Product/service promotion: this case occurs when there are no active offers or campaigns. In this case, the widget is used to promote a functionality/service that the bank wants to highlight. 

This configuration ensures that the client always sees at least one relevant element in main widget area.  
 

Why is GDPR consent important? 

If the client does not have the GDPR option enabled to receive commercial offers, they cannot receive offers or campaigns. 
In this case, in the “My Offer” landing page, there is a dedicated widget  that informs clients about the need to activate GDPR consents from “Settings” area to start receiving offers and campaigns tailor-made for them.  
Only after activating the GDPR consents, commercial offers and campaigns will become visible and accessible from “My Offer” area. 
 

What is the goal of each “My offer” section? 

Each section inside “My Offer” area has a specific role in presenting information to the client:
 

• A main widget, which is always populated and can display a remote offer, a commercial campaign or a priority feature. 
• An “Ongoing Processes” area, visible only if the client has processes in pending status. 
• An Overview section, which gives access to: 
  • Proposals: offers from the Relationship Manager. 
  • Catalogue: products and services. 

 
If clients access the “Proposals” area, they will find a list of “Ongoing” proposals. They can interact with each proposal by clicking on the three dots and managing the Relationship Managers’ offers online with the available proposed actions. By switching to the corresponding tab, they can also view the archived proposals.  
 
If clients select the “Catalogue”, they land on a dedicated page where a tab allows them to move from one category to another, enabling clients to search for a product or service and discover more details. In this section it is also possible to see if a product or service has been already activated.   
 

Which processes can be resumed? 

The “Ongoing Processes” widget is visible only if the client has processes in progress, so when it has been started and it has not yet been completed. 
When the widget is visible, the client can see which ongoing processes currently exist or select a specific process to resume the flow from the point where it was left. 
The focus of this section is process continuity, helping clients to easily complete activities they have already started. 
 

What is the “Proposals” section and what does it include?

The “Proposals” section is exclusively dedicated to all the offers that the Relationship Manager has structured for the specific client. 
In this way, this section is separated from the generic campaigns and marketing content.  
From this page, the clients have the opportunity to see all proposals prepared for them and they can click on each proposal to open its details. 
They can also manage these proposals according to the options tapping on the three dots menu and inside the page. 
From this page the client can also check in the achieve all the old proposals.  
 

How is the Product Catalogue structured and what does it include? 

The “Catalogue” section includes both products and services, allowing the client to find the best solution for theirs saving needs.  

In the “Catalogue” section the client can find all the types of services and products available, but the client can see clearly:  

• Services that can be activated online/products that can be requested online; 
• Products/services available exclusively in branch;  
• Products/services already activated/contracted.  
   

How do you navigate the Product Catalogue? 

Navigation in the Catalogue section is supported by different interface elements. 
The client can use: 

• Tabs: by clicking on a tab, the client selects products or services that belong to that category, making it easier to find what they need; 
• Tags: tags immediately show whether a product or service is available online or not; 
• Highlighting of already active products: if the client already has a product active, it is highlighted, so the client can clearly see which products or services are already active. 

From the catalogue, the client can click/tap on “Discover more” to open a detail page for each product/service: here the client can see product name, the description and the main characteristics of the product/service selected.  

For each product/service, there is also an accordion section containing additional product/service information that can be expanded to reveal the content: in this way the information remains easily accessible without overloading the page. 
 

What are the different contact options available inside the Product Pages? 

Different contact options are available inside Product Pages, depending on whether the process can be carried out completely online or not. 

• Product/Service fully activated online: the client can see the “Get it now” button when the process can be completed online, without the need to go to a branch;  
• Contact support is required: the client can see a “Contact me” button if the product/service requires support; in this case, the client is also provided with options to visit a branch; 
• Chat support: when available, the client can select the ‘Chat with us’ button to start a chat directly.