Answers to Questions - Aruba Bank Online^® and Aruba Bank App^®

Top 4 questions: 

1. Where is the bill payment feature? How can I create a new Bill Payment?
To create a bill payment in Aruba Bank Online^® you need to submit a Local Transfer. Follow these steps. 
- ‘Transfers’ from the Menu options
- Click on ‘Submit Local Transfer’
- Select the currency and fill in the amount 
- Select your account from which you want to transfer
- Click on the address book icon and select the bill payee, or manually fill in the Beneficiary Name, Account Number and select the Beneficiary Bank
- Fill in the invoice reference (templates are available for most many local companies)
- Click ‘Send’ or ‘Send and New’ 
- Approve the transfer from the ‘Approve Transfers Request’ page with either your Aruba Bank App^® or Aruba Bank Token

Video reference:

• How to start from the Address Book: Submit a local transfer: Click here
• Create a Recurring Transfer (refers to Address Book options for selecting/ payee): Click here
  
  

2. Where are my previously created Templates? Did I lose all my Templates?
This is how you can create a new transfer from a previous transfer (previous Template). To re-use or create new transfers from a previous (submitted) transfer, follow these steps:
- Click on the ‘Transfers’ in the Menu
- Click on ‘Submitted Transfers’
- Click on the icon at the far end of the previous transfer you want to re-use and click on ‘Use to recreate’
- Edit the transfer if necessary
- Click ‘Send’ or ‘Send and new’ 
- Don’t forget you always still need to approve your transaction in the ‘Approve Transfer Request’

Video reference:

• Recreate from a previous transfer (previous template) - Overview of Transfer: Click here

3. How can I download a CSV or Excel file with transactions? 
To download a CSV or Excel overview, follow these steps:
- Click on the ‘Transfers’ in the Menu
- Click on ‘Search Transactions” 
- Use the Search/ field options to find/ match the transactions that you wish to have displayed in the download file
- Click ‘Download’ to download the file matching your selected search criteria.
- Choose the format for output (Microsoft Excel or CSV)
- Click on ‘Download Selection’ to download the desired file.  

4. What exactly happens when my Personal and Business Accounts are merged?
By requesting to Merge Accounts, you are accepting to merge your Business and Personal accounts under one single Aruba Bank Online and Aruba Bank App profile. 
Your Personal Username will become and remain your sole Username. The username you previously used for your Business, will be disabled. 
You can use both your Soft Token (through the Aruba Bank App) or the Hard Token (device) to login to your accounts.
Merging of Personal and Business accounts is at the customer’s discretion. 

Aruba Bank Online^®

1. What happens with my old Aruba Bank Online^® or ABO Business account when I receive an email that I am activated to access the NEW Aruba Bank Online^®?
Once you have received the notice from info@arubabank.com that you now have access to the New Aruba Bank Online, you will need to follow the instructions on your email to activate and access the new environment. At this moment we have deactivated your access to the old Aruba Bank Online^® or ABO Business.

2. What will happen with my business and personal transactions history?
Your complete history will be available in the new Aruba Bank Online^®.
 
3. What do I need to login to the new Aruba Bank Online^®?
You will need a username and a one-time login code. You can use the Soft Token feature of the Aruba Bank App^® or an Aruba Bank Hard Token (small calculator-like device) to generate the one-time login code. 

Note: you can only follow these steps to login once you have received the notification e-mail from Aruba Bank that your account has been enabled from the existing Aruba Bank Online to the new Aruba Bank Online^®.

4. I am on the new Aruba Bank Online^®, and I have to insert my Username? Which information exactly do I need to fill in here?
There is only one Username field in the new Aruba Bank Online^®. If you are a Main-user, you must fill in your User ID (6-digits) (same as in the previous ABO Business).

If you are a Sub-user you no longer need to enter the User ID + Sub user ID in the new system. You only need to enter your Sub user ID in this Username field and continue with the login process.

5. Can I still use the same Aruba Bank Hard Token code?
Yes, every step on your Aruba Bank Hard Token remains unchanged. 

6. I don’t remember my username. Where can I get my username?
If you have forgotten your username/ User ID/ Sub-user ID, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our Contact Center representatives will be happy to help you.

7. I never applied for Aruba Bank Online® banking services before. How do I apply?
In order to have access to Aruba Bank Online^® services, you need to submit an Online Banking request. Click here to apply for Aruba Bank Online^®. 

8. How can I login and approve transfers in Aruba Bank Online^® when I no longer have the Aruba Bank Hard Token?
If you do not have an Aruba Bank Hard or Soft Token, If you have forgotten your username, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com.

Note: you can also use the Aruba Bank Soft Token available in your Aruba Bank App to login. If you have already applied for the Aruba Bank App^®, and need the 'Activation Link', one of our representatives will be happy to help by resending your 'Activation Link' to your email, which will allow you to activate your Aruba Bank App^® in order to use the Soft Token to login to Aruba Bank Online®, while on-the-go.

9. If you wish to request a replacement for the Aruba Bank Hard Token:
- Go to online.arubabank.com
- Click on “Login Tool Request for Aruba Bank Online^® users” 
- Fill in all required information and submit your request

Note: A charge fee may apply based on the reason for your request for a new Aruba Bank token. An Aruba Bank representative will contact you after the request has been evaluated.

10. How can I use the Aruba Bank Soft Token feature of the Aruba Bank App^® in Aruba Bank Online^®?
The Aruba Bank Soft Token feature of the Aruba Bank App® is an alternative to the Aruba Bank Hard Token. The Soft Token can be used to generate a one-time code to either login, confirm a service request, or approve a transfer on Aruba Bank Online^®.

- Open your Aruba Bank App® on your mobile phone
- Select “Token” from the Menu (on the bottom of your screen)
- Select either 'Login Code' to login, 'Confirmation code' to confirm a service request, or 'Transfer approval code' to approve a transfer
- Enter your personal 5-digit PIN Code in order to generate the one-time code
- Enter the generated code in the required field on Aruba Bank Online^®

Account Overview

1. I can only view some of my accounts in Aruba Bank Online^®. How can I view all my accounts or hide some of my accounts?
In Aruba Bank Online^® you can only see your personal accounts, joint accounts (if applicable), or business accounts (if applicable).

To verify if all your accounts are visible or to hide some of them:
- Click on the Settings icon at the top right of the Home page
- Adjust the On/Off icon to hide or un-hide a specific account
- Click on “Save” to save your changes

Note: If you have multiple portfolios (or a combination of personal and joint accounts), remember to switch between your portfolios by clicking on your name in the top-right corner of the screen.

2. In Aruba Bank Online^® I can not view all my accounts that were visible in the old Aruba Bank Online^® or ABO Business. What might be the cause?
If you cannot view all your accounts in Aruba Bank Online^®, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our Contact Center representatives will happily assist you.  

3. How can I change (personalize) the name of my accounts?
- Click on the Settings icon at the top right of the Home page
- Edit the account name by clicking on the account name and typing the desired name
- Click on “Save” to save your changes

Transfers

1. I did not receive an email after I submitted a transfer. How do I know if the transfer was successful?
You will only receive an email notification when a transfer is rejected. Please make sure your email address is correct, by clicking on 'Services' and 'Personal Details'.

To view your submitted transfers:
- Click on the 'Transfers' tab from the Menu options
- Click on 'Submitted Transfers'
- Click on the plus icon to view more details related to the transfer

Note: Some transfers are not processed immediately, but are reviewed by the bank before posting. 

2. Where can I view my rejected transfers?
To view your rejected transfers:
- Click on the 'Transfers' tab from the Menu options 
- Click on Rejected Transfers' Note: A transfer can be rejected for different reasons, such as wrong account number, closed or blocked account, etc. If you received a notification email that a transfer was rejected, please view the rejected transfer details, and create a new transfer. Make sure that the information is correct.

3. How can I download a receipt (proof of payment)?
- Click on ‘Transfers’ from the Menu options
- Click on ‘Submitted Transfers’
- Click on the red icon to view more details related to the transfer
- Click on ‘Print to PDF’ to download, save, or print the receipt (PDF) 

Note: This function is available for transfers submitted in Aruba Bank Online® or the Aruba Bank App® since your history with Aruba Bank (since you first started using the ABO, Aruba Bank Online^®, or Aruba Bank App®).
  
4. How far back can I see my submitted transfer and transaction history?
You can see your submitted transfers for transfers submitted in ABO Business, Aruba Bank Online^® or the Aruba Bank App^® since your history with Aruba Bank (since you first started using the ABO, Aruba Bank Online^®, or Aruba Bank App^®). 

5. How can I create a bill payment?
To create a bill payment in Aruba Bank Online^® you need to submit a Local Transfer.
- ‘Transfers’ from the Menu options
- Click on ‘Submit Local Transfer’
- Select the currency and fill in the amount 
- Select your account from which you want to transfer
- Click on the address book icon and select the bill payee, or manually fill in the Beneficiary Name, Account Number and select the Beneficiary Bank
- Fill in the invoice reference (templates are available for most many local companies)
- Click ‘Send’ or ‘Send and New’ 
- Approve the transfer from the ‘Approve Transfers Request’ page with either your Aruba Bank App^® or Aruba Bank Token

6. How can I create a recurring transfer (standing order)?
A recurring transfer is applicable for both local and international.

To create a recurring transfer:
- Click on the menu icon at the far end of the account you want to make a recurring transfer from
- Choose your preferred transfer option: Local or International 
- Fill in the transfer details
- Check the box at the bottom of the page
- Select the conditions of your recurring transfer (i.e. frequency, amount of times)
- Click ‘Send’ or ‘Send and new’ 
- Approve the transfer from the ‘Approve Transfers Requests’ page with either your Aruba Bank App^® Soft Token or Aruba Bank Hard Token

7. Where can I view my scheduled transfers, including recurring transfers?
- Click on the ‘Transfers’ in the Menu
- Click on ‘Scheduled Transfers’
A list of all the recurring transfers and also transfers scheduled for future dates will be displayed. Here you have the option to edit or delete a scheduled transfer if you wish. 

8. I received a message that my daily limit has been reached. Can I submit more transfers or can I increase my daily limit?
The message relates to the default daily limit of AWG 25.000, -. This is the total amount you can transfer every day to other accounts. The limit is for the Aruba Bank Online^® and the Aruba Bank App^® combined.
If you wish to change your daily transfer limit, please call our Contact Center at (+297) 527 7777. One of our Contact Center representatives will happily assist you.

9. How can I create a new transfer from a previous transfer?
To re-use or create new transfers from a previous (submitted) transfer:
- Click on the ‘Transfers’ in the Menu
- Click on ‘Submitted Transfers’
- Click on the icon at the far end of the previous transfer you want to re-use and click on ‘Use to recreate’
- Edit the transfer if necessary
- Click ‘Send’ or ‘Send and new’ 
- Don’t forget you always still need to approve your transaction in the ‘Approve Transfer Request’

10. Can I create Bulk Payments to foreign accounts? 
Yes, you can use the Bulk Payments feature to send payments to international beneficiaries. 

Services

1. I blocked one of my accounts. How can I unblock it?
To unblock the account, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our Contact Center representatives will happily assist you.  

2. How can I edit my personal information, such as email, address, etc.?
To edit your personal information:
- Click on the ‘Services’ in the Menu
- Click on ‘Personal Details’ 
- Here you can update/edit your information
- Click ‘Continue’ to save your changes
Note: An Aruba Bank representative will contact you in case more details are needed.

3. How can I edit my Username?
You can not change your Username. For questions, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our Contact Center representatives will happily assist you. 

Aruba Bank App®

1. I want to register for the Aruba Bank App^®, how / where can I request this? 
Login to the new Aruba Bank Online^®:
- Click on the ‘Services’ in the Menu
- Click on ‘Request Aruba Bank App’ 
You will soon receive an email from us containing your unique ‘Activation Link’. 2. Can I download the Aruba Bank App^® on my iPad?
The answer is yes. Even though the Aruba Bank App^® was not designed for the screen dimensions of tablets, the Aruba Bank App^® is available for download from the iOS or Android App store using your iPad or Tablet. 

3. Which versions of iOS and Android is required to download the Aruba Bank App^®?
The Aruba Bank App^® is compatible with devices running iOS versions 11.0 or 
higher and Android version 5.0 or higher.

4. In the Aruba Bank App^®, I cannot view all my accounts which are visible in Aruba Bank Online^®. What might be the cause?
The Aruba Bank App^® allows you to see all active accounts. Accounts that are blocked or closed are not visible in the Aruba Bank App^®.

Note: Some accounts, such as a Time Deposit account, is restricted, but will still be visible in your Aruba Bank App^®  

5. The Aruba Bank App^® runs slowly or I cannot login or it keeps asking me to insert my 5-digit PIN code. What might be the cause?
These cases might be related to your Internet connection. Please make sure your mobile data is turned on or is connected to Wi-Fi.

6. How can I change my 5-digit PIN Code of the Aruba Bank App^®?
To change your 5-digit PIN Code you will need to uninstall and re-install the App, register your mobile device again with ‘Username’ and ‘Activation Link’ (in your email), and select a new 5-digit PIN code.

7. I entered the 5-digit PIN Code 3x incorrectly in the Aruba Bank App^® and blocked my access. What should I do?
In this case, your Aruba Bank App^® is completely blocked. To unblock the Aruba Bank App^®, you need to uninstall and re-install the Aruba Bank App^®, and register your mobile device again with ‘Username’ and ‘Activation Link’ (in your email), and select a new 5-digit PIN code.


8. What is an ‘Activation Link’?
The ‘Activation Link’ is a secure and unique link that authenticates you as an Aruba Bank customer and user for the Aruba Bank App^®. Your ‘Activation Link’ is unique per person and must remain highly confidential. In the registration process of the Aruba Bank App®, you will have to click on the ‘Activation Link’ in your email, to complete the registration process of your Aruba Bank App^®. 

You can use the ‘Activation Link’ an unlimited amount of times (e.g. to activate your Mobile device, and to activate your iPad). Please keep the ’Activation Link’ in a safe place and never write your username on the ‘Activation Link’, and keep them in the same place.

9. Where can I find my ‘Activation Link’?

To find your ‘Activation Link’:
- Login to Aruba Bank Online^®
- Click on the 'Personal Archive' icon at the upper-right corner of the Home Page
- Click on 'Private Documents'
- Click on the 'Soft Token Activation' document to download and open the PDF file

Note: For new Aruba Bank Online^® users who do not have the Aruba Bank App^® or Aruba Bank Hard Token, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our Contact Center representatives will happily assist you.

10. What is the validity of my personal/ unique Activation Link?
The validity of an ‘Activation Link’ is 2 months. In case you need to re-use this to install the Aruba Bank App, for example on a new device, and it’s been more than 2 months since you have received the initial email with the ‘Activation Link’, please call our Contact Center at (+297) 527 7777, or send an email to info@arubabank.com. One of our representatives will be happy to assist you.