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Frequently asked questions

  • How can I operate online?

    If you are already a Bankia customer you can register via the “Sign in” button that you will find in the top right-hand of the web portal and by clicking on the link “Request passwords”.

    If you are not yet a Bankia customer, you can register on our website by accessing the button “Register as a customer” button located in the website header. Or if you prefer, you can visit any of our branches.

  • How can I pay a tax?

    Bankia has agreements established with large number of utility and financial companies, Town Councils, etc. therefore allowing you to comfortably pay your bills and taxes through our digital channels.

    To see which bills and taxes you can pay you have a Issuer search engine within Oficina Internet.

  • What is a digital signature and how can I obtain one?

    A digital signature is a numerical password of between five and eight characters which you will be given when you sign up for the service. This password is necessary for carrying out certain operations on the digital service channels, such as those that require the movement of funds (external and internal transfers, tax payments, etc.), contracting products, modification of conditions, etc.

    If, at the time of carrying out a transaction of this kind, you do not have your signature key or it is blocked, you can create a new one in your Oficina Internet or on the Mobile App. You can also unblock your digital key password at any ATM of Bankia, by entering one of your operational cards.

    And if you prefer, you can also visit a Bankia branch, where they will be able to give it to you.

  • How can I contact Bankia?

    In the web portal header there is a button of "Customer service ”, where you will find our contact telephone numbers and all the information on our customer service channels.

    If you prefer, you can visit any of our Bankia branches in person. Find your nearest branch in the search engine of available branches in the web portal header.

  • How can I find the address of the nearest Banca Personal branches?

    In the web portal header you have direct access to the Branch and ATM search engine, where you will be able to find the address of the nearest Banca Personal branch.

  • What is the IBAN code?

    The International Bank Account Number (or IBAN) is a series of alphanumeric characters that uniquely identify an account held at a financial institution anywhere in the world. For all foreign transactions, you must use the Bankia IBAN and BIC (Bank Identifier Code) (CAHMESMMXXX). The aim of these two standards is to facilitate the automatic processing of cross-border payments.

  • What are the main fees charged by Bankia?

    At Bankia, we have removed fees for all our customers. Account administration and maintenance fees, fees for ordinary debit cards, fees for transfers with no limit and via any service channel… and, of course, we do not charge for paying in national cheques.

    You can consult the rest of the information and conditions of the programme JUST FOR BEING YOU. Additionally, you have all the information on Tariffs and Fees available in our footnote.

  • How can I find out the SWIFT (BIC) code of an account?

    The BIC (Bank Identifier Code), also called the SWIFT code, is a series of eight or eleven alphanumeric characters that identify a financial institution or a branch of a financial institution. For all foreign transactions, you must use the Bankia IBAN and BIC (Bank Identifier Code) (CAHMESMMXXX). The aim of these two standards is to facilitate the automatic processing of cross-border payments.

  • What is a stop-loss order (Stop Loss)?

    Stop-loss orders are levels or sales points that a customer can set on a position of which they are the titleholder. They are useful for limiting losses in a securities trading operation when the price quoted for a security is above that level.

    The objective of this kind of order is to prevent an operation generating a loss greater than that which the customer is willing to take on.

  • How do I receive payment of dividends?

    To receive payment of the dividends from a company in which you have shares you have to follow the instructions established by the company. Your personal manager will recommend the most suitable or advantageous option for you.

  • How can I request a loan to invest in a new project?

    Contact your manager and they will advise you on the most suitable type of financing for your project.

    You can also use the Oficina Internet and Oficina Móvil to enquire about and contract the pre-approved financing facility you have at your disposal.

  • What is a protected consumer credit? What benefits does it have?

    It is a loan in which the contracted amount must be spent on the acquisition of consumer goods, products or services such as household appliances, vehicles, furniture, travel, etc.

    In addition, in its protected modality, it incorporates an insurance that covers the contingencies of disability and unemployment, covering up to 12 instalments of the loan.

  • What is a Hipoteca Bonificada? What are its advantages?

    It is a mortgage in which the more business you do with our bank the better financial terms you have.

    In this way, if you have your salary or pension, pension plan and insurance policies with Bankia, you will receive the best conditions for financing your property purchase.

  • What kind of advice will my manager give me?

    Your personal manager analyses your profile and needs to be able to offer you fully personalised advice. They identify the investments of most interest to you, keeping a permanent eye on the state of your portfolio and checking the evolution of your investments to adapt them to the current financial situation.

  • How can I receive the Newsletter?

    Subscribing to the newsletter from our website is a simple process that should not take you more than a minute (the newsletter subscription link should appear).

  • How often do I receive the Newsletter?

    The Banca Personal Newsletter brings you the latest information from the different geographical and financial markets on a weekly basis.

  • Can I receive an integrated statement with all my bills? How often?

    Yes, our Personal Banking customers receive monthly a free integral statement containing all their correspondence information.

  • It is possible to receive an advance on my fiscal information?

    Yes, our Banca Personal customers exclusively, before the end of the financial year, receive information about the yields obtained on their products contracted with Bankia, so that they can plan their taxation with the assistance of their manager.

  • Can my manager help me to calculate the tax implications of my investments and optimise their taxation with products?

    Your personal manager will help you to calculate the tax implications of your investments and optimise your taxation with products such as pension plans, investment funds or the Ahorro 5 deposit

  • How can I contact my personal manager?

    You can call them directly on their phone number or contact them through the Oficina Internet; click on the Personal Manager tab to send them a message or make an appointment. Or, if you prefer, you can also can send them a text message.

  • Can I arrange an appointment with my manager in a Bankia branch?

    Of course, by calling them directly or contacting them through the Oficina Internet by clicking on the Personal Manager tab.

  • Which are my manager's main functions?

    Your Personal Manager is at your disposal to help you with any procedure and to offer you expert advice on the most suitable products and services for you.

  • What tax advantages have made contributions to pension plans?

    A pension plan can offer significant savings on tax payments. which will be greater the higher the income of the participant.

    This saving is because the amount of the pension plan contributions is deducted from the general personal income tax assessment basis, as long as you obtain earned income from work or economic activities.

    The limit of the annual contribution it is 8,000 euros and the tax reduction limit is set at the lesser of the following amounts: the amount paid in or 30% of net earnings from work and economic activities during the financial year. In addition, if your spouse does not earn a net income from work or economic activities or earns less than 8,000 euros a year, you will be able to deduct from your taxable income the contributions you make to pension plans in the name of your spouse up to a limit of 2,500 euros a year.

    Once payments begin to be received from a pension plan, amounts received are considered as earned income for tax purposes and are subject to personal income tax. Given that the way of receiving payments is flexible, it is important that you take advice on that which is most beneficial for tax purposes.

    In the case of the titleholder’s death from the pension plan, the beneficiaries will pay income tax on the amounts as if it were earned income. They are not subject to Inheritance and Gift Tax.

    This information is in accordance with the current legislation and may be modified in the future.

  • How can I contract a pension plan?

    On our website of the Pension Plans portal, within the Saving and Investment section, you will find all the information you need.

    Through our simulator, depending on your age, your saving capacity and your return expectations, you can find out which plans suit your needs the best and proceed with the sign-up process via Oficina Internet

    If you prefer, you can also visit a Bankia branch.

  • How can I do a simulation of a mortgage?

    On our website, you can access a mortgage simulator that will allow you to find out which mortgage best suits your needs and the costs associated with the purchase of your home.

  • How do I calculate the return of an investment fund?

    The return of an investment fund in a certain period is calculated as the percentage of variation of the net asset value at the end date of the period and the net asset value at the start of the said period.

    If we want to see how well our shares in the fund are doing, in other words, the profit or loss percentage we have obtained with our invested money, we need to calculate the percentage variation in the net asset value between the subscription date (purchase of the shares) and the reimbursement date (sale).

  • How can I receive payment from my pension plan?

    There are various ways to receive payment of the amounts saved in your pension plan, in the provisions. It is recommendable that before settling on one of them you take advice on which is the most beneficial from the tax point of view. The ways of receiving payment are:

    • Capital: received in a single payment.
    • Financial incomes: You set the amount you wish to receive and the frequency of payment until all the accumulated capital has been paid out. In this way, you benefit from the interest that continues to be generated by the unconsumed capital in the pension fund. This formula can be adapted to your financial needs at any particular time, as it allows you to freely modify the amounts and the frequency of payment.
    • Insured incomes: The amounts you receive are fixed and contracted with an insurance company, which guarantees payment of the income in the previously established period. The conditions of this income cannot subsequently be modified.
    • Collections without regular frequency: The money is available in the form of payments without an established frequency.
    • Mixed: A combined provision is received, partly in capital and partly in financial income. The combination of the way of receiving payment can be freely modified.