Frequently Asked Questions

On this page you will find answers to the most frequently asked questions related to the Bank’s products and services. It contains up-to-date information in the following areas:

Asia Online mobile banking
bank cards and card servicing
deposit products
lending to individuals
ATMs and transactions via self-service terminals
money transfer systems

The section “Frequently Asked Questions” will help you quickly obtain the necessary information without visiting a branch or calling the Call Center.

Frequently Asked Questions – Asia Online Mobile Banking

You can download the Asia Online mobile application from the App Store and Google Play by scanning the QR code.

To change your email address or phone number, you need to visit a bank branch.

If you created a transaction but did not confirm it, the transaction remains in “created” status and is displayed in the history. You can select it from the history and either delete or confirm it.

You can cancel transactions that are in “Created” status. If the transaction already has a “Successful” status, you need to contact the Bank. This does not apply to clearing/gross/SWIFT transactions; to cancel those, you must contact the Bank.

You can obtain a statement for your account/card by selecting the account/card on the main screen and tapping “Account statement” in the opened window.

You can change the authentication type from email to phone number or from phone number to email in Menu → Settings → Message channel.

Step 1. Menu.

Step 2. Settings.

Step 3. Message channel.

Step 4. Select the OTP code delivery channel.

To change your password/PIN code, go to Menu → Settings.

To enable screenshots, you need to check the option in Menu → Settings → Screenshot screen.

You can view all your cards and accounts in Home → Accounts and Cards.

You can open a deposit in Home → Deposits → Select deposit → Open deposit.

You can apply for a loan in Home → Loans → Select loan → Get loan.

You can change your card PIN code in Accounts and Cards → Cards → Card → Security → Change PIN code.

You can block a card in Accounts and Cards → Cards → Card → Security → Block card.

You can unblock a card only by visiting a Bank branch.

Open the Asia Online app and tap the “Become a Bank client” button.

Step 1. Select status

Choose your status:

Individual
or
Individual Entrepreneur

Step 2. Login using phone number

Enter your phone number and confirm your agreement with the documents.
Receive an SMS code and tap “Login”.

Step 3. Upload passport

Upload a photo of your passport.
Check the automatically filled-in data and confirm it.

Step 4. Video identification

Complete video identification:
follow the on-screen instructions, look into the camera, and stay within the frame.

Step 5. Fill out the application form

Enter the required information:

code word
source of funds
client segment
branch

Step 6. Successful identification

Identification is complete.
A temporary password will be sent to your phone number, and your login will be your phone number.

Step 7. Authorization

confirm the login with a code
create a new password
set a PIN code or enable Touch ID / Face ID

Step 8. Done

You have successfully registered!
Welcome to Asia Online

Step 1. Main menu

Open the app and go to the “Deposits” section in the main menu.

Step 2. Select deposit

Choose the deposit currency – available options will appear
Tap “Open deposit”.

Step 3. Deposit details

Review the deposit terms and tap “Next”.

Step 4. Deposit funding

Select the account for debiting funds.
Enter the deposit amount and term.

Step 5. Confirmation

Tap “Open deposit” to confirm the transaction.

Step 6. Transaction result

A message “Deposit opened” will appear on the screen.

Step 7. “My deposits” section

In this section, you can view information about all your active deposits.

Step 1. Main menu

Open the app and go to the Main menu.

Step 2. Accounts and cards

Select “Accounts and Cards” and tap on your card.

Step 3. Card menu

In the card menu, go to “Security”.

Step 4. Reset counter

Tap “Reset PIN code counter”.

Step 5. Confirmation

Confirm the action.

The PIN code counter has been successfully reset. You can now enter your PIN again without restrictions.

Frequently Asked Questions – Asia Online Mobile Banking

You can download the Asia Online mobile application from the App Store and Google Play by scanning the QR code.

To change your email address or phone number, you need to visit a bank branch.

You can obtain a statement for your account/card by selecting the account/card on the main screen and tapping “Account statement” in the opened window.

You can change the authentication type from email to phone number or from phone number to email in Menu → Settings → Message channel.

Step 1. Menu.

Step 2. Settings.

Step 3. Message channel.

Step 4. Select the OTP code delivery channel.

To change your password/PIN code, go to Menu → Settings.

To enable screenshots, you need to check the option in Menu → Settings → Screenshot screen.

You can view all your cards and accounts in Home → Accounts and Cards.

You can open a deposit in Home → Deposits → Select deposit → Open deposit.

You can apply for a loan in Home → Loans → Select loan → Get loan.

You can change your card PIN code in Accounts and Cards → Cards → Card → Security → Change PIN code.

You can block a card in Accounts and Cards → Cards → Card → Security → Block card.

You can unblock a card only by visiting a Bank branch.

Open the Asia Online app and tap the “Become a Bank client” button.

Step 1. Select status

Choose your status:

Individual
or
Individual Entrepreneur

Step 2. Login using phone number

Enter your phone number and confirm your agreement with the documents.
Receive an SMS code and tap “Login”.

Step 3. Upload passport

Upload a photo of your passport.
Check the automatically filled-in data and confirm it.

Step 4. Video identification

Complete video identification:
follow the on-screen instructions, look into the camera, and stay within the frame.

Step 5. Fill out the application form

Enter the required information:

code word
source of funds
client segment
branch

Step 6. Successful identification

Identification is complete.
A temporary password will be sent to your phone number, and your login will be your phone number.

Step 7. Authorization

confirm the login with a code
create a new password
set a PIN code or enable Touch ID / Face ID

Step 8. Done

You have successfully registered!
Welcome to Asia Online

Step 1. Main menu

Open the app and go to the “Deposits” section in the main menu.

Step 2. Select deposit

Choose the deposit currency – available options will appear
Tap “Open deposit”.

Step 3. Deposit details

Review the deposit terms and tap “Next”.

Step 4. Deposit funding

Select the account for debiting funds.
Enter the deposit amount and term.

Step 5. Confirmation

Tap “Open deposit” to confirm the transaction.

Step 6. Transaction result

A message “Deposit opened” will appear on the screen.

Step 7. “My deposits” section

In this section, you can view information about all your active deposits.

Step 1. Main menu

Open the app and go to the Main menu.

Step 2. Accounts and cards

Select “Accounts and Cards” and tap on your card.

Step 3. Card menu

In the card menu, go to “Security”.

Step 4. Reset counter

Tap “Reset PIN code counter”.

Step 5. Confirmation

Confirm the action.

The PIN code counter has been successfully reset. You can now enter your PIN again without restrictions.

Frequently Asked Questions – Money Transfer System

Yes. At present, the bank only supports payout of transfers. Sending transfers via the “Astrasend” system is temporarily unavailable.

You can receive “Astrasend” transfers at the Bank’s branches.

It is also possible to receive transfers via the Asia Online mobile application, which can be downloaded from the App Store and Google Play

To receive a transfer, you must present your passport or use the “Tunduk” mobile application, as well as provide the transfer code.

The sender can make a transfer from Russian bank cards using various money transfer systems (for example, “Astrasend”, “Zolotaya Korona”, etc.). Therefore, it is recommended to clarify in advance with the sender which transfer system was used.

Yes, the transfer can be paid out in Russian rubles if there is sufficient cash available at the bank branch.

Yes, the Bank has implemented the “BEST” system. Detailed information about the transfer conditions can be found on the page

You must have your passport or the “Tunduk” mobile application with you.

There is no fee for receiving an international money transfer without opening a bank account.

The fee for sending money transfers depends on the transfer amount and destination (country of receipt).

Exact commission details can be obtained at the Bank’s branches .

Unfortunately, we do not have the “Unistream” system.

The maximum amount of a single transfer is 10 000 US dollars or its equivalent in another currency.

However, the limit may vary depending on the money transfer system – in some systems it may be lower.

Frequently Asked Questions – Cash and Settlement Services

The daily exchange rate is updated by the Treasury every morning.

You can view the current rates in the mobile application as well as on the main page of the official website.

Yes, you can.

International transfers are available via the SWIFT system in mobile and internet banking.

You can also make transfers at bank branches using fast money transfer systems.

details

Before sending a transfer, you must review the list of correspondent banks published on the bank’s official website, or clarify the information via the Call Center or with a specialist at a branch.

Also, before making a payment, it is necessary to confirm with a bank employee whether it is possible to send funds to the specific country and recipient bank.

You can view the list of correspondent banks on the Bank’s official website.

You can find information about tariffs and fees on the Bank’s official website in the “Tariffs” section.

This information is not displayed in internet or mobile banking. You can clarify these details with a bank employee.

In most cases, clients already have information about who is sending the transfer and from which country it will be made.

You can view the list of documents required to open a settlement account on the Bank’s official website .

Yes, you can. You can find the full list of offices where you can withdraw cash on our website.

Frequently Asked Questions – Loans

To obtain an online loan, you need to install the Asia Online mobile application and complete the registration process.

You can apply for a loan in the “Loans” section of the mobile app.

For customers who have completed remote identification, a loan amount of up to 15 000 KGS is available. For customers who have completed identification at a bank branch, a loan amount of up to 250 000 KGS is available.

To obtain a QR code, you need to contact the employees of the relevant Bank department where you are serviced (loan department or credit administration department).

It is also possible to repay the loan directly through the Asia Online mobile banking app. In the “Loans” section, you can view up-to-date information about your debt, the repayment schedule, and also use the payment function.

Additionally, the mobile app allows you to independently generate a QR code for your settlement account, which can be used to credit funds intended for loan repayment.

To obtain information about your loan balance, you need to install the Asia Online mobile application and complete the registration process.

In the “Loans” section of the mobile application, information about active loans is displayed, including the current outstanding balance.

You may also contact the Bank department where you are serviced to obtain this information.

To obtain information about your loan, you need to install the Asia Online mobile application and complete the registration process.

In the “Loans” section of the mobile application, information about active loans is displayed, including details of the current outstanding debt.

You may also contact the Bank department where you are serviced to obtain this information.

Loan repayment is possible through the Asia Online mobile application or by using a QR code for loan repayment.

The QR code can be obtained by contacting the staff of the Bank department where you are serviced (loan department or credit administration department).

Yes, you can repay your loan using a QR code for loan repayment.

The QR code can be obtained by contacting the staff of the Bank department where you are serviced (loan department or credit administration department).

With a positive credit history and a stable source of income, the likelihood of loan approval is high.

Having a stable source of income is a mandatory requirement.

At the same time, for certain loan products of the Bank (for example, “Easy”, “Online Loan”), it is sufficient to have only a passport for application purposes.

The decision on loan approval is made individually for each application. However, a negative credit history reduces the likelihood of loan approval.

If there are active overdue payments on existing loans, issuing a new loan is not possible.

To obtain information about your loan, you need to install the Asia Online mobile application and complete the registration process.

In the “Loans” section of the mobile application, information about active loans is displayed, including current debt details and loan statements.

You may also contact the Bank department where you are serviced and obtain confirmation of the absence of overdue debt.

To obtain information about your loan, you need to install the Asia Online mobile application and complete the registration process.

In the “Loans” section of the mobile application, information about active loans is displayed, including details of the current debt and the loan statement.

You may also contact the Bank department where you are serviced.

Frequently Asked Questions – Bank Cards

To obtain consultation or additional information, you need to contact the Call Center or a card products specialist during working hours from 08:30 to 17:30, Monday to Friday, after completing the client identification procedure.