Frequently Asked Questions

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Frequently Asked Questions

Communications Center
- Do I need to make a payment for my transactions?
  
  All your transactions which you carry out through Aktif Bank Contact Center are free of charge.
- How can I apply for Aktif Bank Contact Center?
  
  You can contact our Aktif Bank Contact Center on 0850 724 30 50 by dialing the relevant menu.
- How can I call Aktif Bank Contact Center from abroad?
  
  You can call Aktif Bank Contact Center on 0850 724 30 50 from abroad.
- How can I change my telephone banking password?
  
  You can change your password by calling Aktif Bank Contact Center on 0850 724 30 50 and dialing 1, 2 and 2 successively.
- How can I get my telephone banking password?
  
  All of our customers who have an account or get a credit in Aktif Bank can create their passwords by calling Aktif Bank Contact Center on 0850 724 30 50 and dialing first 1 and then 2.
- How can I get the bank receipts of my transactions?
  
  You can submit your request to our customer representatives by calling Aktif Bank Contact Center on 0850 724 30 50.
- I forgot my telephone banking password. What should I do?
  
  If you forget your telephone banking password, you can create your new password by calling Aktif Bank Contact Center on 0850 724 30 50 and dialing 1, 2 and 1 successively.
- What are the transaction hours?
  
  EFT transactions are carried out until 16.30. For the transactions other than EFT, there is no such a limitation.
- What are the transactions which I can carry out from Aktif Bank Contact Center?
  
  Please click in order to learn the transactions which you can carry out by calling Aktif Bank Contact Center on 0850 724 30 50
- When can I call Aktif Bank Contact Center?
  
  You can call Aktif Bank Contact Center for 7 days and 24 hours
- When my password gets blocked, what should I do?
  
  If your password gets blocked, you can call Aktif Bank Contact Center on 0850 724 30 50, contact our customer representative and unblock your password.
- Where can I find the transaction menu of interactive voice response?
  
  Please in order click to see transaction menu of Aktif Bank Contact Center.
- Will I be charged for my calling Aktif Bank Contact Center?
  
  You will be charged in accordance with the tariff determined by your GSM operator for your calling 0850 724 30 50.
Corporate Internet Banking
- Do you request any transaction fee and commission for the transactions carried out in Corporate Internet Banking?
  
  No fee or commission is requested for your transactions which you carry out by using Corporate Internet Banking which is provided by Aktif Bank to its customers as a modern, trustworthy and fast banking service.
- Does the authorized staff working in the same company have the same password?
  
  Each user has a separate user code and password.
- How are the authorization and limitation of the users determined?
  
  Authorization and limitation of the users is the limitation that indicates which staff can carry out which transactions from which accounts and within which limitations in terms of the authorized staff which can carry out transactions on behalf of your company through Aktif Bank Corporate Internet Banking. These authorization and limitations are determined by your company and specified in Corporate Internet Banking User Identification Form PDF
- If I have problems while using Corporate Internet Banking, whom can I apply to?
  
  You can contact us by calling Aktif Bank Contact Center on 0850 724 30 50.
- If I lose my internet connection while carrying out a transaction without completing my transaction, what happens?
  
  All your transactions are carried out in a secure environment in Aktif Bank Corporate Internet Banking. A reference number is provided for you at the end of your transaction to follow up your transactions later. If your transaction is interrupted in any phase and you get no reference number, you can check this transaction in your account statement. Your transactions carried out in Webbank are instantly reflected in your account statement. If they are not seen there, they are definitely not completed.
- What are the banking services which are provided by Corporate Internet Banking?
  
  Such transactions as money transfers, investment transactions, cheque / bond screening, importation – exportation applications can be carried out.
- What should I do if I forget my password?
  
  Users who lose or forget their passwords need to call Aktif Bank Contact Center on 0850 724 30 50, cancel their previous user number / code and passwords and request the new ones.
- What should I do in order to use Corporate Internet Banking?
  
  You should firstly fill in the application form of Aktif Bank Corporate Internet Banking. Then you will receive your password.
Invoiced Consumer Credit
- From which maturity band can I derive benefit for my credit?
  
  You can get your credit in maturities to 36 months.
- How and through which channels can I make my payments?
  
  You can make your credit installment payments from all PTT branches and points, Vakıfbank and Akbank ATMs, Aktif Bank Branches with your Identification Number of Republic of Turkey. You can make an EFT order from your account in any bank to your IBAN in Aktif Bank. Furthermore, you can make your payments from Vakıfbank ATMs with a charge of 6,9 TL maximum and from Akbank ATM's with a charge of 3,75 TL maximum to your IBAN in Aktif Bank with your Identification Number of Republic of Turkey without using a card.
- How can I use Consumer Credit from your bank?
  
  Answer–you can visit our dealers which have contracts with our banks and enjoy the advantages of our credit opportunities which are offered in exchange for products in the sectors in which we provide consumer financing services.
- If I have a question with my credit, how can I contact you?
  
  You can contact our Aktif Bank Call Center on0850 724 3050 which provides service for 7 days and 24 hours for all of your questions about your credit and account.
- If I would like to make a restructuring or change regarding my credit, what should I do?
  
  You just need to call our Aktif Bank Customer Support Line on 0850 724 3050 in accordance with the required conditions for early closing, interim payment, delay of payment, cancellation, change of payment date and change of maturity regarding your credit. We will keep your requests.
- If my credit application is approved, which transactions should I carry out?
  
  Answer–You just need to sign the documents which will be delivered to you through our dealer for your approved credit. Our dealer will submit these documents to our bank.
- In which sectors is consumer financing provided?
  
  Answer–We offer services in the sectors of white goods, furniture, solar energy systems, education, medical, natural gas as well as heating and isolation.
- What is the minimum and maximum credit amount for me?
  
  You can apply for credit in the amount of 500 TL minimum and 30,000 TL maximum.
- Which documents should I submit for my application and how can I learn the result of my application?
  
  Answer–you can submit your application only in our contracted dealers with your identity card of Republic of Turkey. We get your applications through our online system for 7 days and 24 hours and conclude them within half an hour.
Personal Internet Banking
- Can I carry out EFT transactions in any hour of the day?
  
  You can carry out your EFT transactions through Contact Center or Internet Banking in working days until 16:30. Since Central Bank of Republic of Turkey is closed on holidays and at weekends, EFT transactions cannot be carried out. You can make a future-dated EFT order out of transaction hours.
- Can I correct the wrong transaction that I carry out on Internet branch?
  
  You can correct your wrong transactions which you carry out in Aktif Bank Internet Branch by calling Aktif Bank Contact Center on 0850 724 30 50.
- Can I get the bank receipt of my transactions that I carry out on Internet branch?
  
  After you complete your transaction in Internet Branch, you can send the bank receipt of your transaction to yourself through fax or e-mail by clicking “E-Receipt” button.
- Can I make a payment to the credit card of another bank?
  
  You can make a payment to the credit card of another bank by selecting “EFT to Card” transaction from EFT menu under “Transfers” menu.
- Can I screen all my accounts opened in Aktif Bank in Internet Banking?
  
  You can screen all your accounts in Aktif Bank by using Internet Banking. You can also disable some of your accounts for internet usage or prevent them to be screened on the internet in order to increase your security, as you wish.
- Can I use Internet Banking in anywhere where I have internet connection, inside or outside the country?
  
  You can easily use Aktif Bank Internet Banking on any computer having Internet connection and the required software from any corner of the world.
- How can I apply for Personal Internet Banking?
  
  You can create your Personal Internet Banking user via "Create My User" link with your card or identity information in Personal Internet Banking login screen.
- How can I change my password?
  
  You can change your password by calling 0850 724 30 50 Aktif Bank Contact Center. You can also change your password by using the tab “Change Internet Branch Password” under the “Update Information” menu in Internet Branch.
- If I don’t have enough money in my bank account on the day when my regular payment order is due, what happens?
  
  You should have enough money in your bank account on the last date of your regular payment orders. If you like, you can request a reminder though SMS or e-mail for your payment dates by deriving benefit from our service of Aktif Bank Reminder Services. Even if you don’t have enough money in your bank account, you can make payment order from your credit account, if available.
- If the date of my payment order falls on the weekends or holidays, what happens?
  
  Payment dates of your ordered transactions are controlled and holidays are not allowed. If your regular payments fall on holidays, it can be paid on the previous or following business day, which ever you choose.
- In how many wrong trials does the password get blocked?
  
  If you enter your password wrongly three times, it will get blocked
- What do I do if I forget my password?
  
  You can create your password by calling 0850 724 30 50 Aktif Bank Contact Center or "Remind My Password" link on Internet Branch Login Screen.
- What should I do when my password gets blocked?
  
  You can unblock your password by calling Aktif Bank Contact Center on 0850 724 30 50
- When can I use internet branch?
  
  You can use Aktif Bank Internet Branch for 7 days and 24 hours whenever you want.
- When I carry out a financial transaction in Internet Banking, is my account information simultaneously updated?
  
  You can instantly screen all your financial transactions which you carry out in Internet Banking in your account activities.
- Which transactions can I carry out in internet branch?
  
  Please click in order to learn the transactions which you can carry out Aktif Bank Internet Banking.
PTT Credit
- Can I make partial payment in installments?
  
  You can make partial payment for your due or delayed installments. Prior to the date of your credit installment, you cannot make any partial payment.
- How can I learn credit interest rates?
  
  You can learn the interest rates on our web site and by calling Aktif Bank Contact Center on 0850 724 30 50.
- How can I pay my credit installments?
  
  Credit installments of our customers, who get their retirement salaries from PTT, are automatically collected from their salaries. So, you don't need to go to PTT branches. If you don't have enough money in your bank account, you can pay your installments by making an EFT order from Aktif Bank "Internet Branch" and all the banks to your Aktif Bank account or you can make this payment from PTT branches.
- How can I use Retirement Credit from your bank?
  
  If you get your retirement salary from PTT, you can apply for credit in PTT branches for your general consumer credit with your identification card.
- If I don’t get my retirement salary from PTT, what should I do for application?
  
  You should firstly transfer your retirement salary to PTT in order to be able to get Aktif Bank Credit. If you like, you can transfer your retirement salary through Social Security Institution of Republic of Turkey screen on e-Government website by using your e-government password or you can submit a petition to Social Security Institution. After you get your first retirement salary from PTT, you can apply for the credit.
- Is my credit application from PTT concluded at the same day?
  
  In your credit applications which you make through PTT to our Bank, your request is instantly evaluated after your application is approved, you can get the credit from PTT desks.
- What are the expenses which I need to pay while getting credit?
  
  You can call Aktif Bank Contact Center on 0850 724 30 50 for credit information.
- What is the top limit of credit and how many months of installments can I pay?
  
  You can get consumer credit in the amount of 60.000 TL up to 60 months from PTT branches.
- Which documents are required to apply for Consumer Credit?
  
  You can apply for credit with your identity card.
Security
- How can I dispute a transaction that was charged to my Passolig card?
  If you dispute a transaction for one of the below mentoned reasons you should completely fulfill and sign the "dispute form" and send to the +90212 3408870 numbered fax or e-mail address itirazformu@aktifbank.com.tr.
  Most common dispute reasons;
  Unauthorized transaction
  Failing to receive money for cash withdrawal transactions that was occurred at ATM
  Being charged twice for one transaction
  Failing to receive goods or services
  Failing to receive credit for cancelled transaction
  The transaction amount differs
  The transaction amount was paid by cash or another card
- How is the security of Aktif Bank Internet Banking enabled?
  
  Aktif Bank follows the newest security precautions and applies the most efficient security solutions for you to secure your financial transactions on Aktif Bank Internet Branch and your personal information.
  Please click for further information about the precautions taken by Aktif Bank for your security.
- Is it secure to use Aktif Bank Internet Banking?
  
  Aktif Bank follows the newest security precautions and applies the most efficient security solutions for you to secure your financial transactions on Aktif Bank Internet Branch and your personal information. Please click for further information about the precautions taken by Aktif Bank for your security.
- To which points I should pay attention while using a computer other than my personal computer?
  
  Since hacking programs can be used in order to steal your passwords and account information in non-personal computers such as the ones which are available in internet cafes, we strongly recommend you not to carry out any transaction on such computers. If you have to do so, be sure that you click on “Secure Log Out” button while logging out from Internet Banking. Also remember to clear temporary internet files and browser memory.
- To which points should I pay attention for my security while using?
  
  While using Internet Branch, please pay particular attention not to share your user code and, not to write down and keep this information on anywhere, not to create simple passwords, not to click web addresses which are sent to you through e-mails, not to carry out your transactions on non-personal computers as well as updating your anti-virus software and using virtual keyboard.
  Please click for further information about what you should do in order to secure your transactions while using Internet Banking.
- What is a security image?
  
  After you enter your password for the first time in Aktif Bank Individual Internet Banking, you will see 5 images and you will be asked to choose one of them as your security image in order to avoid the potential Phishing intrusions. After this, the same image must appear after you enter your password whenever you try to access. This application has been developed in order to prevent you from carrying out any transaction on fake web sites. If you cannot see your security image or see a different security image, please call 0850 724 30 50 Aktif Bank Contact Center immediately without carrying out any transaction.
- What is SMS Security Password?
  
  You will be directed to the verification page through SMS in order to complete the verification prior to your money transfers, information update and some payment transactions which you want to carry out in Aktif Bank Individual Internet Banking. After this phase, you can resume your transaction. If you cannot receive the password on your phone during your transaction, please check the message memory and coverage area of your telephone and then request a password again. Please for further information about SMS security password.
  Please click for the document named “Frequently Asked Questions Regarding the Application of Single Use Password” which is published by the Banks Association of Turkey.
- What should I do if an unauthorized transaction was charged to my card?
  
  If an unauthorized transaction was charged to your card, you should principally request to close and renew your card by calling 08507243050 numbered Aktif Bank Call Center .
  To dispute a transaction that you did not authorize, you should completely fulfill and sign the "dispute form" and send to the +902123408870 numbered fax or e-mail address itirazformu@aktifbank.com.tr.
- What should I do if I get suspicious about the security of my Internet Banking or Contact Center passwords?
  
  I you get suspicious about the security of your Internet Banking or Contact Center password, please call 0850 724 30 50 Aktif Bank Contact Center immediately, dial 1 for the menu of Password Transactions and change your passwords.
- What should I do to make my transactions more secure?
  
  Please click for further information about what you should do in order to secure your transactions while using Internet Banking.
Technical Issues
- Although I enter all the information correctly, I cannot access Internet Banking. What should I do?
  
  Check the accuracy of your information. If you still cannot log in internet Banking, there may be a problem in your internet or Internet Banking. Wait for a while and then try again later. If you still have problems, you can call Aktif Bank Contact Center on 0850 724 30 50.
- If my computer is broken down, electricity goes out or I lose my internet connection while carrying out a transaction, what happens?
  
  All your transactions which you carry out prior to disconnection are recorded. You should check your account activity after you re-connect. If you see your transaction in your account activity, it indicates that it has been completed. If you have made a transaction order prior to disconnection, you can check whether or not your order is received under “Order Screening” menu. If you have updated your information, you can check whether or not your changes are recorded under ‘Information Update’ menu.
- My internet connection slows down and the page is being opened too slowly in your web site. What should I do for a faster contact?
  
  You may have an internet connection jam within the day or a problem arising out of your browser.
- Which characteristics should my browser have in order to derive benefit from Aktif Bank Internet Banking?
  
  You can connect through such browsers as Internet Explorer 5.5, 6 and 7; Firefox 1.0, 1.5, 2.0, 3.0 ; Mozilla Suite 1.3 and above; Opera 8 and 9; Safari 2.0.Your browser should allow java script applications.

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