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

Aruba Bank App^®

1. Which is the latest release of the Aruba Bank App?
Aruba Bank has released version 4.0.3 of the Aruba Bank App in November 2024, the new App is for all App users of Android and iOS devices.

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 15.0 or higher and Android version 8.1 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 problem?
The Aruba Bank App^® allows you to see all active accounts. Accounts that are closed are not visible in the Aruba Bank App^®.

Note: some accounts, such as 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 log in or it keeps asking me to insert my 5-digit PIN code. What might be the problem?
These problems 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, go to More, Settings, and select Disconnect Device. 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 User is disconnected from the App. You will need to register your mobile device again with your ‘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’?
There are 3 ways to retrieve your ‘Activation Link’:

1. You have received this in your email. This is the email that you have used to enroll in Aruba Bank Online and Aruba Bank App. 

2. If you cannot find it in your email, you can log in to Aruba Bank Online:
- Click on the “Personal Archive” icon at the upper-right corner of the Home Page
- Click on “Personal Archive”
- Here you will have a view of all your messages. Search for the email containing the 'Activation Link'.

3. You can also find a copy of the email containing the 'Activation Link' in your Aruba Bank App®, select Inbox from the menu options. 

Note: the email subject will be "Access to Aruba Bank Online^® and Aruba Bank App^®. 
- 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 Soft Token (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 agents will happily assist you.  

Aruba Bank Online^®

1. What do I need to login to 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^®.

2. I don’t remember my User name. Where can I get my User name?
If you have forgotten your username, 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.

3. I never applied for Aruba Bank Online^® 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^®.

4. 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 agents 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.

5. If you wish to request a replacement for the Aruba Bank Hard Token:
- Go to onlinebank.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 officer will contact you after the request has been evaluated. 

6. 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 to 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 log in, “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. How can I change (personalize) the name of my accounts?

- In the Aruba Bank Online® portal, 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 red hamburger 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 the “Transfers” from the menu options
- Click on “Submitted Transfers”
- Click on the red hamburger icon to view more details related to the transfer
- Click on “Print to PDF” to download, save, or print the receipt (PDF) 

You can also do this on the Transaction History screen (portal or mobile app)
- Click on an individual Transaction
- On the pop-up screen click on Share
- This will create a PDF export of that specific transaction, that you can share via WhatsApp, email, or other.

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, 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 do a Local Transfer and select the company from the Address book.

- Select ‘Local Transfer’ from the ‘Transfer’ navigation menu 
- Fill in the amount and select your account from which you want to transfer.
- Click on the address book icon in the beneficiary name field and select the bill payee from the Companies tab
- Fill in the invoice reference
- Click “Send” or “Send and New” to submit the transfer
- 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)?
The recurring transfer is applicable for both local and international transfers.

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” to submit the transfer
- Approve the transfer from the “Approve Transfers Requests” page with either your Aruba Bank App^® or Aruba Bank Token

7. Where can I view my scheduled transfers, including recurring transfers?
- Click on the “Transfers” tab 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, from the Menu options, select Transfer, and select Transfer Limit. Here you will be able to adjust your Transfer Limit. If you need assistance, call our Contact Center at (+297) 527 7777. One of our Contact Center agents 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” tab 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” to submit the transfer
- Don’t forget you always still need to “approve” a transfer request. 

Account Opening

1. How can I open a new account?
Aruba Bank Online^® allows you to open an additional account under an existing personal portfolio.

- Click on your name on the top right corner of the Home page, and select the portfolio in which you want to open the new account
- Click on Services in the Menu
- Click on ‘Open Account’ from the Services options
- Select the type of account (i.e. current, savings, or time deposit accounts)
- Select the specific product you are interested in
- Download and accept the Product Terms & Conditions
- Click on the “Submit” button

Note: Aruba Bank Online^® allows you to have a maximum of 5 accounts of the same type. If you wish to open more accounts, please visit your preferred Aruba Bank branch to open the account, or make an appointment via Appointment.

If you wish to open a joint account with a new account holder who is not an Aruba Bank Customer yet:
-Go to www.arubabank.com
- Click on ‘New customer’
- Follow the steps to create a new account

Note: If you wish to open a joint account with a new account holder who is already an Aruba Bank customer, please schedule an appointment with one of our representatives via eAppointment.

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 agents 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 employee will contact you in case more details are needed.

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