Communicate securely with the Bank anytime, anywhere
1Bank Secure Messages is a secure, authenticated messaging service that allows customers to communicate with the Bank directly from within Internet Banking and the Mobile App. It functions similarly to email, but within the secure banking environment. You can view your inbox and previously sent messages as well as send new messages.
How can I send a secure message via the app?
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Log in to the app and select "Messages"from the top left hand side menu
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To send a new message, select "New Message"
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Select the subject of the message
from the list of available subjects
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Fill in the requested information depending on the subject
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Select the send icon at the top of the screen
Secure messages subjects
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The “Card inquiry” topic is used for any issue or question related to your debit or credit cards. Through this topic, you can contact the Bank to receive support, request clarifications, or report a problem concerning the use of your card.
Indicative examples:
You want information about activating a new card
You have a question about a charge or transaction appearing on your card -
The “Payment or transaction inquiry” topic is used for any issue or question related to account movements, payments, or money transfers. Through this topic, you can request clarifications, check the status of a transaction, or report possible problems.
Indicative examples:
You do not recognize a transaction appearing on your account
A payment or transfer has not been completed or is delayed
You want to check the status of a transfer or payment -
The “Commissions and charges inquiry” topic concerns any question or clarification related to fees, charges, and commissions applied to banking services, transactions, or products. Through this topic, you can better understand the charges that may affect your account or transactions.
Indicative examples:
You do not understand a charge appearing on your account
You want a breakdown/explanation of commissions charged for a transaction
You are requesting information about charges for international transfers or foreign currency transactions -
The “Internet banking and mobile app support” topic is used for any technical issue, question, or support request related to the use of the Bank’s digital channels. Through this topic, you can receive assistance with access, functionality, or the proper use of Internet Banking and the Mobile App.
Indicative examples:
You are experiencing a login problem with your account
The app is not working properly or displays errors -
The “Personal details update (KYC)” topic is used for requests concerning the update or amendment of the personal information held by the Bank, in line with regulatory requirements (Know Your Customer – KYC). Through this topic, you can ensure that your details are complete and up to date.
Indicative examples:
You need to update your identity card or passport details
The Bank has asked you to provide or confirm personal information
You want to update your employment details or source of income -
The “Investments inquiry” topic concerns any question or request related to the Bank’s investment products and services. Through this topic, you can receive information, clarifications, or support regarding your investment portfolio, returns, or available investment options.
Indicative examples:
You want information about specific investment products, such as mutual funds or bonds
You want to be informed about available investment opportunities or proposals
You have questions about commissions or charges related to investments -
The “Banker’s draft request” topic is used for requests concerning the issuance of a banker’s draft. Through this topic, you can request the issuance of a draft for payments within or outside Cyprus, and receive relevant information about the process, requirements, and cost.
When submitting a banker’s draft request, you must provide the following information:
Description – a description of the purpose for which the banker’s draft will be used
Account – the account to be debited for the issuance of the banker’s draft
Beneficiary – the name of the beneficiary
Amount – the amount of the banker’s draft to be issued -
The “Interest rate reduction or restructure of loan request” topic is used when you would like the possibility of reviewing the terms of your loan to be examined. Through this topic, you can submit a request for an interest rate reduction or for the restructuring of your loan obligation, depending on your personal and financial needs.
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The “Addition of notice to a notice account” topic is used when you wish to submit a notice for a withdrawal of funds from a notice account. Through this topic, you can request the registration of a new notice.
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The “Closure of an account with zero balance” topic is used when you wish to request the closure of a bank account that has no available balance and is no longer being used. Through this topic, you can submit a request to terminate the account.
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The “Change or removal of securities linked to my loan” topic is used for requests concerning the amendment, replacement, or release of securities provided in support of a loan facility. Through this topic, you can request that your request be reviewed and receive information about the requirements and process involved.
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The “Something else” topic is used when your request does not fall under any of the available message categories. Through this topic, you can contact the Bank for any other question, request, or matter that is not covered by the other Secure Message topics.
Indicative examples:
The matter concerning you is not included in the available categories
You need general information about banking products or services
You have a specific or complex request that does not fall under a particular topic
You wish to submit a question or comment regarding the service you received
You want to report an issue involving multiple products or services
You need guidance on which service or process is appropriate for your case
You have any other request that is not covered by the remaining options