FAQ

Frequently asked questions relating to m-Intesa mobile banking and ISP ELBA electronic banking services

m-Intesa

1. What is m-Intesa?

The m-Intesa mobile banking is a service offered by Intesa Sanpaolo Banka which enables users to perform financial transactions using their mobile device.

2. Which documents do I need to apply for the m-Intesa service?

When applying for the service, you need your personal ID card or other valid document with a photo.

3. I signed the agreement for the use of the m-Intesa mobile banking service. How do I activate it?

To activate the m-Intesa service, you need to install the application on your mobile device after downloading it from the corresponding application store. The application can be downloaded from the following links:
App Store
Google Play
Windows Store

4. I purchased a new mobile device. Can I use the same activation key I received the first time?

You can use the activation key only the first time when you activate the service, and it is valid for seven days after its generation. If you change your mobile device, you need a new activation key, which can be generated by you using the electronic banking, if you are a user of this service. If you do not use the ISP ELBA electronic banking service, in order to receive your new activation key, you can contact us by sending an email to the following email address: stanovnistvo@intesasanpaolobanka.ba or by visiting the closest branch.

5. My mobile phone has been stolen/lost. How can I disable the m-Intesa service?

The service can be deactivated in more ways:

  • By calling the free info line: 080/020-307
  • By using the ISP ELBA electronic banking service, if you are a user of this service.

To access the ISP ELBA electronic banking in Bosnian language, use the following link:
https://elba2.intesasanpaolobanka.ba/elba-mobile/public/login?lang=bs
To access the ISP ELBA electronic banking in English, use the following link: https://elba2.intesasanpaolobanka.ba/elba-mobile/public/login?lang=en

6. My old mobile phone has been stolen/lost. Now I have a new one, how can I reactivate the m-Intesa service?

Before reinstalling the application, you need to deactivate the service on your old mobile phone. After this, you can activate the service by installing the application on your new device. If you are a user of the ISP ELBA electronic banking, you can create the activation key by yourself. If you do not use the ISP ELBA electronic banking service, in order to receive your new activation key, you can contact us by sending an email to the following email address: stanovnistvo@intesasanpaolobanka.ba or by visiting the closest branch.

7. Can I make payments to foreign countries via m-Intesa service?

No, using the m-Intesa service you can only make domestic payments.

8. How can I cancel the m-Intesa service?

If you no longer wish to use the m-Intesa service, it can be cancelled in any branch of the Bank.

9. I changed my password for the m-Intesa service, but I forgot it. How can I get a new password?

In order to get access to the m-Intesa service again, you can contact us by sending an email to the following email address: stanovnistvo@intesasanpaolobanka.ba or by visiting the closest branch. The generation of the new password is subject to charges according to the valid price list of the Bank.

ISP ELBA electronic banking

1. How can I become a user of the ISP ELBA electronic banking?

To become a user of the ISP ELBA service, you need to have a current account at our Bank.

2. Which documents do I need to apply for the ISP ELBA service?

When applying for the ISP ELBA service, you need your personal ID card or other valid document with a photo.

3. How much is the fee for making payments in the ISP ELBA service?

All fees for cashless payments by domestic payment operations can be found on www.intesasanpaolobanka.ba. In the drop down menu select the price list of service.

4. Am I allowed to use the ISP ELBA service for paying bills which are not addressed to my name, but to another person’s name, for example, telephone or electricity bills?

Yes. You can pay bills on behalf of another person. The purpose of the payment has to be specified in the payment order according to the data of the person to whom the bill is addressed: name, account number, the month/period covered by the payment and other information available.

5. I forgot my password for ISP ELBA service. How can I get a new password?

In order to request a new password, you need to contact one of our branches. The generation of the new password is subject to charges according to the price list of the Bank which is available on www.intesasanpaolobanka.ba.

6. I have lost my token device. How can I get a new one?

Your new token device can be picked up in one of our branches after submitting a request for a new device. The issuance of a new token is subject to charges according to the price list of the Bank.

7. My token device has been damaged and I cannot use it to log into the application.

In such situations the token device has to be replaced. Your new token device can be picked up in one of our branches after submitting a request for a new device. The issuance of a new token is subject to charges according to the price list of the Bank.

8. How can I cancel the ISP ELBA service?

If you no longer wish to use the ISP ELBA service, you can cancel it at any branch. When cancelling the service, you are obliged to return the token device obtained from the Bank.


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