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    Frequently Asked Questions

    Orco Bank Online and Orco Bank App

Orco Bank App

  1. Which is the latest release of the Orco Bank App?

    Orco Bank has released version 3.0 of their Orco Bank App in early October 2023 to all App users of Android and iOS devices.
    Note: The App is recently released and will become available in your App store SOON! 

  2. Can I download the Orco Bank App on my iPad or tablet?

    Yes, the Orco Bank App is available for download from the App Store or Google Play Store using your iPad or tablet

  3. Which versions of iOS and Android are required to download the Orco Bank App?

    The Orco Bank App is compatible with devices running iOS version 14.0 or higher and Android version 6.0 or higher.

  4. In the Orco Bank App, I cannot view all my accounts that are visible in Orco Bank Online. What might be the problem?

    The Orco Bank App allows you to see all active accounts. Accounts that are closed are not visible in the Orco Bank App. 

    Note: Some accounts, such as a Time Deposit account, are restricted, but will still be visible in your Orco Bank App.

  5. The Orco Bank App runs slowly, or I cannot log in, or the app 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 the 5-digit PIN Code on the Orco Bank App?

    To change your 5-digit PIN Code; 
    1.Go to More and select Settings, and 
    2.Select Disconnect Device, 
    3.Register your mobile device again with the Username and Activation Link (in your email inbox) and select a new 5-digit PIN code.

  7. I entered the 5-digit PIN Code 3 times incorrectly in the Orco Bank App and blocked my access. What should I do?

    If you have entered your 5-digit PIN Code incorrectly three (3) times, 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 inbox) 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 Orco Bank customer and user of the Orco Bank App. Your Activation Link is unique per person and must remain highly confidential. In the registration process of the Orco Bank App, you will have to click on the Activation Link in your email, to complete the registration process for your Orco Bank App. 

    You can use the Activation Link an unlimited number of times (e.g., to activate your Mobile device, and to activate your iPad/tablet). 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 three (3) ways to retrieve your ‘Activation Link’:

    1. Your Activation Link will be sent to you via email. This is the email that you have used to enroll in Orco Bank Online and the Orco Bank App. Search your inbox for this email. 
    2. If you cannot find it in your email, you can log in to Orco Bank Online:

    a.Click on the Personal Archive icon at the upper-right corner of the Home Page
    b.Click on Personal Archive. Here you will have a view of all your messages
    c.Search for the email containing the Activation Link.
    3. You can also find a copy of the email containing the 'Activation Link' in your Orco Bank App, by selecting Inbox from the menu options. 

    Note: the email subject will be Access to Orco Bank Online and Orco Bank App. 

    Note: For new Orco Bank Online users who do not have the Orco Bank Soft Token (App) or Orco Bank Hard Token, please call our Contact Center at (+599 9) 732-7000, WhatsApp messaging via (+599 9) 732-7000, or send an email to customer.support@orcobank.com. One of our agents will happily assist you. 

Orco Bank Online

  1. What happens with my old Orco Bank Online account when I receive an Activation Link notice via email to access the NEW Orco Bank Online? 

    Once you have received the notice from customer.support@orcobank.com that you now have access to the New Orco Bank Online, you will need to follow the instructions in your email to activate and access the new environment. At this moment we have deactivated your access to the old Orco Bank Online (OBO). 

  2. What will happen to my transaction history? 

    Your complete history will be available in the new Orco Bank Online, which includes:
    • Transfer history
    • Standing orders from OBO
    • Hard tokens
    • Permissions on accounts (Main user/ Sub users)

  3. What do I need to be able to login to Orco Bank Online?

    You will need a username and a one-time login code. You can use the Soft Token feature of the Orco Bank App or an Orco Bank Hard Token (small calculator-like device) to generate the one-time login code. To use the Soft Token feature, you must download the Orco Bank App and register. 

    Note: you can only follow these steps to log in once you have received the notification e-mail from Orco Bank that your account has been enabled. 

  4. I do not remember my Username/ Login ID. Where can I get my Username/ Login ID?

    If you have forgotten your username, please call our Contact Center at (+599 9) 732-7000 or send an email to customer.support@orcobank.com. One of our agents will be happy to assist you.

  5. How can I log in and approve transfers via Orco Bank Online when I no longer have the Orco Bank Hard Token?

    If you do not have an Orco Bank Hard or Soft Token please call our Contact Center at (+599 9) 732-7000, or send an email to customer.support@orcobank.com. 

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

  6. If you wish to request a replacement for the Orco Bank Hard Token:

    If you do not have an Orco Bank Hard or Soft Token, please call our Contact Center at (+599 9) 732-7000 or send an email to customer.support@orcobank.com. 

  7. How can I use the Orco Bank Soft Token feature in the Orco Bank App or Orco Bank Online?

    The Orco Bank Soft Token feature available in the Orco Bank App is an alternative to the Orco Bank Hard Token. The Soft Token can be used to generate a one-time code to either log in, or approve a transfer via Orco Bank Online.

    1. Open your Orco Bank App on your mobile phone
    2. Select Token from the Menu (on the bottom of your screen)
    3. Select either a Login Code to log in, a Confirmation code to confirm a service request or a Transfer approval code to approve a transfer.
    4. Enter your personal 5-digit PIN Code in order to generate the one-time code
    5. Enter the generated code in the required field on Orco Bank Online

 
Account Overview

  1. I can only view some of my accounts via Orco Bank Online. How can I view all my accounts or hide some of my accounts?

    From within Orco 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. Via Orco Bank Online I cannot view all my accounts that were visible in my old Orco Bank Online or OBO Business. What might be the problem?

    If you cannot view all your accounts in Orco Bank Online, please call our Contact Center at (+599 9) 732-7000 or send an email to customer.support@orcobank.com. One of our agents will happily assist you.

  3. How can I change (personalize) the name of my accounts?

    1. In the Orco Bank Online portal, click on the Account Settings icon at the right, below the right-hand corner.
    2. Edit the account name by clicking on the account name and typing the desired name
    3. Click on Save to save your changes

Transfer

  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 the status of your submitted transfers, please log into Orco Bank Online and do the following:

    1. Click on the Transfers tab from the menu options
    2. Click on Submitted Transfers
    3. Here you will see the status of the Transfer (accepted or pending)
    4. You can also search in your submitted transfer pages by date, status, and description
    5. You can also click on the blue icon on the right to view transfer detail in PDF or Recreate the transfer

    Note: Some transfers are not processed immediately but are reviewed by the bank before posting. 
    Note: Rejected transfers are not displayed on a Submitted Transfer page. There is a separate page for Rejected Transfer page.

  2. Where can I view my rejected transfers?

    To view your rejected transfers:

    1. Click on the Transfers tab from the menu options 
    2. Click on Rejected Transfers

    Note: A transfer can be rejected for several reasons, such as the 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)?

    1. Click on the Transfers from the menu options
    2. Click on Submitted Transfers
    3. Click on the blue icon to view more details related to the transfer
    4. 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)

    1. Click on an individual Transaction
    2. . 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 another form. 

    Note: This function is available for transfers submitted in Orco Bank Online or the Orco Bank App since your history with Orco Bank (e.g., since you first started using the OBO, Orco Bank Online, or Orco 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 OBO, Orco Bank Online, or the Orco Bank App since your history with Orco Bank (e.g., since you first started using the OBO, Orco Bank Online, or Orco Bank App). 

  5. How can I create a bill payment?

    To create a bill payment in Orco Bank Online you need to do a Local Transfer and select the company from the Address book.

    1. Select Local Transfer from the Transfer navigation menu 
    2. Fill in the amount and select the account from which you want to transfer.
    3. Click on the address book icon in the beneficiary’s name field and select the bill payee from the Companies tab
    4. Fill in the invoice reference
    5. Click Send or Send and New to submit the transfer
    6. Approve the transfer from the Approve Transfers Request page with either your Orco Bank App or Orco 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:

    1. Click on the menu icon at the far end of the account you want to make a recurring transfer from.
    2. Choose your preferred transfer option: Local or International
    3. Fill in the transfer details
    4. Check the box at the bottom of the page
    5. Select the conditions of your recurring transfer (i.e., frequency, number of times)
    6. Click Send or Send and New to submit the transfer
    7. Approve the transfer from the Approve Transfers Requests page with either your Orco Bank App or Orco Bank Token

  7. Where can I view my scheduled transfers, including recurring transfers?

    1. Click on the Transfers tab in the Menu
    2. 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 ANG 25.000, -. This is the total amount you can transfer every day to other accounts. The limit is for the Orco Bank Online and the Orco 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 (+599 9) 732-7000 or send an email to customer.support@orcobank.com. One of our 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:

    1. Click on the Transfers tab in the Menu
    2. Click on Submitted Transfers
    3. Click on the icon at the far end of the previous transfer you want to re-use and click on Use to recreate
    4. Edit the transfer if necessary
    5. Click Send to submit the transfer
    6. Do not forget you always still need to approve a transfer request.
    Approve the transfer from the Approve Transfers Requests page with either your Orco Bank App or Orco Bank Token

Services

  1. I blocked one of my accounts. How can I unblock it?

    To unblock the account, please call our Contact Center at (+599 9) 732-7000 or send an email to customer.support@orcobank.com. One of our agents will happily assist you.

  2. How can I edit my personal information, such as email, address, etc.? 

    To edit your personal information:
    1. Click on the Services in the Menu
    2. Click on Personal Details 
    3. Here you can update/edit your information
    4. Click Continue to save your changes

    Note: An Orco Bank employee will contact you in case more details are needed.

  3. How can I edit my Username?

    You cannot change your Username. For questions, please call our Contact Center at (+599 9) 732-7000 or email us at customer.support@orcobank.com. One of our agents will happily assist you. 
 
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