FAQ
TRANSFERS
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I tried to make a transfer and got an error. What's the problem?
To complete the transaction, you have to enter the verification code you receive via SMS at the mobile phone number you provided. To do so, you have to have registered your phone number and enable it to receive SMS messages. Otherwise, you won't receive the code you'll need to confirm this type of transaction, regardless of the amount.
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I have registered my mobile phone number using the option MY PROFILE > MY CONTACT DETAILS and I have not received the confirmation code.
If you have not previously registered your phone number at a Banca March branch, you will only receive the text message notifications you've requested through the Notification Service.
For security reasons, you can only register your phone number in-branch.
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Why aren't I receiving the SMS message with the confirmation code if I've already registered and/or updated my number through the Online Banking service?
For security reasons, and in order to prevent any possible fraud, you can't activate a mobile phone for the first time using the Online Banking service options found at My profile > My contact information.
Depending on whether you need to register your mobile number or change it, you should:
- REGISTER: You will need to go to a Banca March branch to register your phone number and sign the corresponding form.
- CHANGE: To change the mobile number you have registered with us, we will send you a confirmation text to your old number so you can confirm the change. If you no longer have access to the old phone number, you will need to go to any of our branches to make the change.
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I have to make several transfers. Will I have to enter a new SMS confirmation code every time or is just the once enough?
Yes. Due to safety concerns and legal requirements you will have to enter the code sent to you via SMS for each transfer you make.
This is true whether you are working with contracts for natural persons or legal entities.
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I have an overseas phone number registered and I'm not receiving the confirmation SMS messages. What should I do?
We recommend doing the following checks:
- Have you made a duplicate of your SIM card? If you have, you'll only receive the SMS message to the main SIM card. Check that you don't have the main SIM card installed in another device like a tablet. If you do, we recommend switching them. If have made a duplicate and you don't have the main SIM card, you'll have to ask your telecom provider to cancel the old one.
- Verify that you don’t have "premium" or corporate messages blocked. The SMS messages are sent from Banca March, a corporate entity, and can be treated as SPAM and rejected if you do not have this option enabled.
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Once I have done the above-mentioned checks, what should I do If I'm still not receiving the SMS messages?
In this case, please contact our Call Center (+34 971.779.111) to report the incident. While doing so you can also make the transfer using telephone banking.
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Can I make these transfers without needing an SMS code?
Yes. To do so you'll need to log in using an electronic ID card (DNI). The electronic ID card is a device used to digitally certify a person's identity. If you have it set up, you can use your electronic ID card instead of logging in with a password.
Get more information about electronic ID cards.
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What are the benefits of making transfers via the Online Banking service?
Making transfers using the Online Banking service is less expensive than doing it from your usual branch. Depending on your product, you may be able to make transfers using the application or the Online Banking Service with no commissions. Other accounts may charge between €2.00 and €6.00. From a branch there is a minimum cost of €7.50 plus commission.
BILLS / TAXES
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How can I return a bill?
In order to return a bill, go to ACCOUNTS > MOVEMENTS and search for the bill you wish to return. Once located click on the document icon containing an "X". To confirm the return, you must enter the password requested by the system.
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Why can't I return a bill?
You cannot return a bill if it has been paid on the same day. To be able to access the icon, you must wait until the day following the charge to your account.
CARDS
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An on-line store has requested that I register my card on the Secure E-Commerce Program
When you make an on-line purchase, some stores, in addition to the usual details, ask for a password to complete the purchase.
You have to register your card at Secure Electronic Commerce in order to set up a new password and finalise this purchase.
You can use this password for future Internet payments.
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How can I register my card on the Secure E-Commerce Program?
If you have not yet registered your cards, register them using Online Banking.
From the option CARDS > REGISTER YOUR CARD FOR INTERNET PURCHASES you will be able to quickly and securely register all your cards.
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How can I unblock my 4B/VISA card after having successively entered the wrong password on the Internet?
You will have to REGISTER THE CARD AT S.E.C. once more through the "Change register details at S.E.C." option.
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A card has been sent to my home address, how do I activate it?
You can activate your cards via the Online Banking service using the following option: CARDS > CARDS ACTIVATION.
If you're renewing a card you already had, then, activation is free.
If the card is new, there will be a cost for sending the card, which will depend on your contract. We inform you that card activation is free.
For the activation we will ask you to enter a confirmation code that will be sent to whichever phone you have registered for that purpose.
For more information, please check the Secure Pay section.
MOBILE PHONE
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How can I download the Banca March APP?
Access the MOBILE PHONE > DOWNLOAD APP option through Online Banking.
Enter the number of the mobile telephone where you want to receive the SMS with the link to download the application.
The Banca March APP is free and will allow you to perform the most typical operations comfortably and securely wherever you are and at any time of the day.
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How much does the alerts service cost and what does it offer?
The alerts service has a cost of € 3 per month. It is a fee that has no message limit. Choose the type of alert you wish to receive and the means, e-mail or SMS.
DEPOSITS
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Why can't I cancel a deposit?
Deposits can only be cancelled through Online Banking provided that they have been contracted on-line. If you would like to cancel a deposit contracted in your branch, you must go to the same branch to cancel it.
MY PROFILE
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I don't remember my access code for the Online Banking service.
If you do not know the correct code for your Online Banking card, for security reasons, you will have to go to your usual branch and with proof of ID. You will be immediately issued with a new password.
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What should I do if I block my Online Banking card?
To unblock your card, you must call our Telephone Banking Service on +34 971 779 111 (if you are abroad). The telephone customer helpline is available Monday to Friday from 08:00 a.m. to 10:00 p.m., and Saturdays from 09:00 a.m. to 3:00 p.m. In the event of not being able to unblock your card via telephone, you will have to go to any of our branches and request that it be unblocked.
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What should I do if my Home Banking card is stolen or lost?
If you need us to block you Home Banking card to prevent any fraudulent use, you will have to inform your branch about the robbery/loss or call our Telephone Banking Service on +34 971 779 111 (if you are abroad). The telephone customer helpline is available Monday to Friday from 08:00 a.m. to 10:00 p.m., and Saturdays from 09:00 a.m. to 3:00 p.m.
If the robbery/loss takes place outside of the customer service working hours, you can block the card through the Home Banking service by entering 3 times the wrong access code.
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How can I change my contact details?
You can update or add your contact telephone number and email through online banking. To do so, access the section "My Profile".
If you do not have Online Banking, you may go to your usual Banca March branch in person where they will update your personal details.
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What is the Delegates Management Service?
It is a free service for businesses and/or private individuals whereby the cardholder assigns other individuals as delegates in order for them to access whichever contract information the cardholder so chooses.
This delegate will be able to initiate certain transactions and leave them ready for signature. Then, it will be the card holder who signs them off before their execution.
Advantages offered by this service:
- You will be able to improve the efficiency of your finances by delegating to other users.
- You decide at all times who to register or remove as a delegate, or to modify the permissions you have set whenever you please, with changes coming into effect immediately.
- You can rest assured, as you are always in control of the permissions for each delegate.
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Will the delegate be assisted by the Call Centre?
The delegate will be assisted in the same way as the card holder. Through our Telephone Banking service we will answer to your queries and resolve your operating concerns.
In those cases when confidential financial information is requested, the system used by our Call Centre will ask you to provide identification in the form of the virtual card number and the pin number you usually use to access the Home Banking application as a delegate.
Please be aware that you will only be given information on the contracts and products for which access has been enabled.
SECURE PAY
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What is Secure Pay?
Secure Pay is a list of security recommendations for online payments put forward by the European Central Bank and which affect operations and/or consultations made by private users over the internet.
From July 2015, whenever you want to carry out operations affected by these rules, you will need to enter the confirmation code that will be sent to whichever mobile number you have registered for that purpose.
If you still have not told us your mobile phone number, we recommend you do so as soon as possible at any Banca March branch. For security reasons, you cannot register your number through the Online Banking service.
In order to make certain operations more secure, you will be required to enter the SMS text code in the following instances:
- Card activation
- Changing shipping address for card
- Setting up/modifying regular transfers
- Making transfers for amounts of €150 or more
- Sending transfer files
- Accessing/viewing sensitive information (contract details, card numbers, card expiry dates etc.)
The code may only be used to validate a single operation.
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What happens if I enter the code incorrectly?
You have three attempts to enter the code correctly, regardless of the operation being carried out or the session. This means your mistakes add up.
The card will be blocked if you enter the wrong code 3 times. To unblock your card you should call (+34 971 779 111 if calling from outside Spain), or go to any of our branches.
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I cannot see certain information through my online banking, what should I do?
compliance with the Secure Pay rules, certain information is considered sensitive from a security point of view. Such information will be automatically hidden unless you log in using Access Authentication via SMS or electronic DNI/identity card.
For this reason, when logging into Online Banking, you need to either log in using your electronic DNI/identity card or:
- On the home screen, check the option “Access Authentication via SMS” and continue as normal.
- Enter the confirmation code you will receive via text message and which you will be asked for on the next screen.
If you decide not to do so, you should be aware that once you have logged in, you can authenticate your identity from any screen within the online banking service containing hidden information.