FAQ

Cash deposits made at ProCredit Bank’s self-service zones are free of charge. The current list of self-service zones is available via this link.

The production of a physical card takes approximately 14 business days. The process starts once you order a new card or when your service plan change is confirmed.

You can continue using your current card without restrictions until the end of the month. Starting from the 1st of the next month, you can get a new card — first a virtual one, which can be added to Apple Pay or Google Pay for payments and cash withdrawals, and later a physical one. Once ready, we’ll send it to your selected Nova Poshta branch.

Yes. The amount is converted into UAH at the NBU exchange rate at the time of the transaction. The amount used for calculation is the one at the moment of payment. The actual debited amount may differ due to exchange rate changes or adjustments from the merchant.

All payments for goods and services made by card or through digital wallets (Google Pay, Apple Pay) are counted — regardless of currency or country. Transfers by account details (IBAN) or from card to card are not included.

You can view your compliance status in the previous version of the Bank’s mobile app. Go to More → Service plan.

The system checks your compliance as follows:

- Every day between 00:10 and 02:00, the system verifies the balance on your current (card) and savings accounts for the previous day. On the last day of the month, the check takes place after 20:00.

- If on any day during the month your balance falls below the required amount, the condition is considered unmet.

- Balances in foreign currencies are converted at the NBU exchange rate for the relevant date.

- The total amount of card payments for the month is calculated as of 20:00 on the last calendar day of the month.

Your new service plan takes effect on the 1st day of the following month. For example, if you request a change on 10 October, it will become active on 1 November.

You can upgrade your plan an unlimited number of times. Downgrades are allowed no more than twice a year.

To change your service plan, you can:

- Submit a request in the old version of our mobile app by going to “More” → “Service plan” → “Other plans” → “Switch to Classic / Platinum / Infinite”;

- Send a request via internet banking;

- Contact customer support at 0 800 50 09 90, +380 44 590 10 00, or via the Rakuten Viber app at *0990.

To open a deposit, you need a current account with a selected service plan. If you choose the Classic plan, its maintenance is free of charge. For Platinum or Infinite plans, you can also avoid the maintenance fee by meeting certain conditions — namely, maintaining a minimum daily balance or making card payments for a set amount in retail outlets. The required amounts depend on your service plan. Details are available in the full description of service plans.

The key differences between service plans include:

- No-fee cash withdrawal limits;

- Fees for card-to-card transfers;

- Premium services from VISA;

- Access to a personal manager;

- Conditions for free maintenance.

Maintenance of the Classic package is free.

To qualify for free account maintenance of the Platinum or Infinite plans, meet one of the following conditions within a month:

- Card payments at retail points for a specified amount;

- Maintaining a minimum daily balance on your accounts.

The required amounts depend on your service plan. For full details, please see the full fee schedule.

It takes some time to set up your personal account — usually 30-40 minutes. Please try logging in again later.

If an error occurs while opening an account in the app, we recommend trying again, checking that all necessary documents are available in Diia (biometric document, registration address), and ensuring proper lighting for photo identification. You can also contact the Bank customer support to find out the cause of the unsuccessful account opening.

To open an account via the mobile app, you need to:

- Download the ProCredit Bank Ukraine app;

- Have the Diia app with an ID card or biometric passport;

- Have Diia.Signature.

More detailed information is available on the account opening page.

You can submit an application directly on the website via this link before visiting the branch. You can also use the mobile app to open an account instantly without filling out an application.

Yes, you can open an account by visiting a branch. To prepare for your visit efficiently, we need to receive your application with documents in advance. Please submit your application via this link before your visit.

Diia is mandatory for remote account opening. If you don’t have the app, you can open an account by visiting a Bank branch.

For clients on the Classic service plan:

- Cash withdrawals of up to UAH 15,000 per calendar month at any ATM in Ukraine are free of charge;

- A 1% fee applies to any amount withdrawn over the monthly limit;

- A 1% fee applies to all cash withdrawals at the bank’s cash desks, regardless of the amount.

Additionally, you can withdraw cash free of charge when making a purchase at supermarkets, pharmacies or gas stations (within the limit set by the merchant).

Card-to-card transfers are subject to a fee of 1% + UAH 5 per transfer. Transfers in UAH to an IBAN account number are free of charge.

The maintenance of the Classic service plan is free of charge.

For clients on the Platinum service plan:

- Cash withdrawals of up to UAH 50,000 per calendar month at any ATM in Ukraine are free of charge;

- A 1% fee applies to any amount withdrawn over the monthly limit;

- A 1% fee applies to all cash withdrawals at the bank’s cash desks, regardless of the amount.

Additionally, you can withdraw cash free of charge when making a purchase at supermarkets, pharmacies or gas stations (within the limit set by the merchant).

Card-to-card transfers are subject to a fee of 0.5% + UAH 5 per transfer. Transfers in UAH to an IBAN account number are free of charge.

Platinum clients have access to premium services from the Visa payment system, including:

- Fast Track at airports (priority security screening);

- Free access to business lounges;

- Travel insurance;

- Other premium services.

The list of services may change. For more details, visit the Visa website.

Platinum clients have access to premium services from the Visa payment system, including:

- Fast Track at airports (priority security screening);

- Free access to business lounges;

- Travel insurance;

- Other premium services.

The list of services may change. For more details, visit the Visa website.

For clients on the Infinite service plan:

- Cash withdrawals of up to UAH 500,000 per calendar month at any ATM in Ukraine are free of charge;

- A 1% fee applies to any amount withdrawn over the monthly limit;

- A 1% fee applies to all cash withdrawals at the bank’s cash desks, regardless of the amount.

Additionally, you can withdraw cash free of charge when making a purchase at supermarkets, pharmacies or gas stations (within the limit set by the merchant).

Card-to-card transfers are subject to a fee of 0.5% + UAH 5 per transfer. Transfers in UAH to an IBAN account number are free of charge.

Infinite clients have access to premium services from the Visa payment system, including:

- Fast Track at airports (priority security screening);

- Free access to business lounges;

- Travel insurance;

- Concierge service;

- Other premium services.

The list of services may change. For more details, visit the Visa website.

To receive free maintenance under the Infinite service plan, you need to meet one of the following conditions:

- Card payments in UAH, USD, EUR totalling at least UAH 50,000 in retail or service outlets during the previous month;

- A daily balance of at least UAH 500,000 (or equivalent in USD or EUR) on current and savings accounts (excluding time deposits) throughout the calendar month.

You can check this with your employer or contact the Bank’s customer support.

Yes, you can contact your employer and agree on changing your service plan.

The fees and conditions correspond to the current terms for personal clients. The maintenance fee may be covered either by the company or by the employee.

The card is delivered via Nova Poshta at the Bank’s expense. Our manager will contact you to confirm the delivery details.

If you no longer work for the company that opened your account, you can continue using your card and banking services according to your service plan. Please note the applicable conditions and maintenance fee.

In this case, you only need to provide your employer with your account details. To generate them, log in to internet banking from the Bank’s website and select “Account information” from the user menu.

First, you need to open an account with ProCredit Bank. This can be done online by downloading the ProCredit Bank Ukraine app. You must also have the Diia app with an ID card or biometric passport. Detailed information is available on the account opening page. After opening the account, you can provide your employer with your account details and use the payroll card.

No, as this is a restriction set by the payment system.

To change card limits in the ProCredit Bank mobile app:

- Go to the “Cards” section;

- Select the desired card;

- Choose “Change card limits”;

- Enter the required amount.

No, a fee for card-to-card transfers in the ProCredit Bank app applies to all service plans. Under the Classic plan, the fee is 1% + UAH 5. For Platinum and Infinite plans, the fee is 0.5% + UAH 5.

The limit for payments at retail and service establishments is UAH 50,000 and 10 transactions, while the limit for online transactions is UAH 30,000 and 7 transactions.

Cash withdrawal limits comply with current NBU regulations. You can withdraw up to the equivalent of UAH 100,000 per day from your account. From ProCredit Bank ATMs, the monthly withdrawal limit is UAH 500,000. You can learn more about NBU limits here.