Frequently Asked Questions

You can set up an appointment for a video meeting or a meeting in a branch via our website, www.zaba.hr, or your m-zaba. Simply enter your data, choose the time, and select whether you want to set up a video meeting or a meeting in a branch, and you will soon receive an appointment confirmation to your e-mail. More

The Set up a Meeting option is available in Contacts on the Home Page of your m-zaba, and in the More category in the lower right corner of m-zaba.

All you have to do in order to download it is visit the Store and select Update.

It is important to write down the identification keys which you will need to activate m-zaba on your new phone.
You can download them by using m-zaba, by calling our help desk or by visiting a branch:
1. Downloading the identification keys from m-zaba on your old phone
Please do the following steps while m-zaba online banking is still active on your old phone:
1. Click on Settings (the gear icon in the upper right corner).
2. Choose Transfer m-zaba to a new device.
3. Enter your PIN.
4. Confirm your phone number for m-zaba.
5. A QR code will appear with the keys below.
6. Write down the numbers of identification keys or scan the QR code with m-zaba on your new phone (activate m-zaba – scan the QR code)
2. By calling m-zaba help desk on 01 3789 785.
3. By visiting a branch - make sure to bring your ID card.

The app needs to be reinstalled and reactivated using a new key.
You can get a new key to activate online banking (m-zaba) by:
• calling us at 01 3789 785
• visiting a branch office.

The status of payment orders can be checked in the Payment Overview section: Payments –  Payment Overview – Payments. Payment orders can be filtered by status and time. It is recommended to check the status of payment orders in the Payment Overview section instead of looking at bank account activity, because bank account activity will not show payment orders which are scheduled to be executed at a future date.

If you authorized two payment orders and want a refund, you can contact the recipient to make arrangements concerning a refund. Another option is to submit a refund request at one of the Bank's branch offices which will require paying a fee. To avoid making duplicate payments in the future, before making a second payment order check the status of the previous payment order in the Payment Overview section.

You can send a Payment Confirmation to a specific e-mail address by selecting Payments – New Payment and Payment Overview – Payment Overview – select the payment order – when viewing the payment order select Payment Confirmation and e-mail, and write the e-mail address to which you want to send the Payment Confirmation.

If you made a regular payment on a workday by 16:50, the funds will be deposited on the same day. If the payment was made after 16:50 or on a non-workday, the funds will be deposited into the recipient's account on the next workday.

By choosing IziPay in the main menu of m-zaba, you will see:
• the IziPay activation screen, if IziPay has not been activated yet, or
• the screen for completing a payment order, if IziPay has already been activated.
To activate IziPay, you need to enter in the IziPay register. It is a Bank register in which recipients enter their name and surname, email address, phone number and the account number (IBAN) for receiving IziPay payments.
When registering IziPay in m-zaba, under “Activation” you need to choose the IBAN for receiving payments addressed to your phone number. You can choose the IBAN of one of your accounts in HRK opened with the Bank, which will be listed in the drop-down menu.
For more information please call 01 3789 785.

Maestro cards are no longer in use. The only cards that are in use now are Visa debit cards that we sent to your home address. Activate the card by following the instructions you have received with the card or read the instructions here.
If you haven’t received your card, please call 01 3789 620 or visit a branch.

Our colleagues from the Card Department will answer your question. Please call 01 3789 620 or send them an email to kartice@unicreditgroup.zaba.hr. Their business hours are Monday-Friday from 8 a.m. to 8 p.m., and on Saturday from 8 a.m. to 1 p.m.

Please contact us as soon as possible on 01 3789 789.

You can change your address via our online banking mobile application – m-zaba (if you have permanent residence in the Republic of Croatia and an ID card issued after 2013), or in one of our branches.

Once you log into m-zaba, select:

• More (you will find this option in the lower right corner of the screen)
• My Data
• Identification Data
• Change Data

If you decide to update your address in a branch, make sure that you bring with you the ID card on which your new address is printed, or the Confirmation of Change of Permanent Residence issued by the Ministry of Internal Affairs.

 If your permanent residence has not changed and you only want to change your mailing address, besides using m-zaba, you can also submit your address change request to one of our e-bankers. He/she will enter your alternative address in the Bank’s system, and all future mail addressed to you will be sent to that address.

Daily limits per Zagrebačka banka cards for individuals are applied to card transactions.
The fastest way to change the daily limit is to do it yourself, using online banking (m-zaba). When you open m-zaba, click on Cards in the menu, choose the card whose limit you want to change and choose Change of daily limits. After you change it, don’t forget to save the changes (blue bar at the bottom of the screen).
If you do not use m-zaba, you can request the change of your daily limit by calling 01 3789 620, using e-branch, or by visiting a branch.

Reasons for declined payments can be checked by calling 01 3789 620 or by requesting an explanation in a branch.
Before calling or visiting a branch, check whether you are using the latest card issued and whether it has been activated. If you have m-zaba, check your daily limits (the amount and number of transactions).

Most likely, it was declined because of the online payment limit which you have to change. You can change the limit in several ways:
1. by using m-zaba - Cards -> Settings -> Change of daily limits -> Daily limit for online shopping
2. by visiting e-branch (if you have e-zaba, by call or chat)
3. by calling 01 3789 620 (choose option 3)
4. in a branch

There are four possible ways to check your PIN:
1. By using m-zaba: when you open m-zaba, choose Cards, click on the card whose PIN you need to check, choose PIN of the card, and your PIN will appear.
2. By using e-branch: if you have arranged online banking (e-zaba).
3. By calling 01 3789 620 (exceptionally only because of the current situation).
4. In a bank's branch.

We will send a new card to the address listed in the Bank’s system. Please notify us of any change of address in a timely manner. You can use the existing card until the last day of the expiration month, and we will send you a new one in the middle of the month.

The activation differs depending on the card type and the reason for issuing the new card.
In the letter containing the card, you will receive information on its activation and the time when the new card will be ready for use after activation.
You can activate your card in the following ways:
1. by using online banking on your computer (e-zaba), by choosing "Accounts and cards -> Cards -> Activation"
2. by using online banking, i.e. our mobile app (m-zaba), by choosing "Cards -> select a non-activated card -> activate the card"
3. by using an automated answering service, by calling 01 3789 620
4. by visiting a Bank branch.

If you have not received the card to your home address and you have e-zaba, choose chat in e-zaba and an e-banker will check where your card is. The chat option is in the e-zaba toolbar and working hours are Monday through Friday, from 8 a.m. to 8 p.m.
If you do not use e-zaba, please call the Card Payment department on 01 3789 620.

To check the status of your order and receive a receipt, open e-zaba, choose e-payments in the menu and do the following:
1 Choose "Overview of payments and payment receipts".
2 Choose search terms in the filter (we recommend that you enter the account number and date) and click on "Show", and then all orders and their status will appear by the set criteria.
3 Choose the order that you were looking for and where you want to receive the payment receipt; it can be received by using e-zaba, email or mail to your address).

It would be best to discuss overdraft with a colleague in a branch, since you will immediately find out if it is possible and what amount can be approved to you.
A meeting with a banker can be arranged here.

International payments can be made by using e-zaba - if the amount is up to EUR 10,000.
Here are the steps you need to take:
• Log in to e-zaba with your m-token
• Choose the following options in the main menu: E-payments – International payments
• Complete the payment order with necessary data
• Choose “Prepare”
• Confirm the transaction with your m-token
If you need to pay an amount that exceeds EUR 10,000, your payment can be made via e-branch:
a) Download Request for international payments (here is the instruction)
b) Please submit the completed Request to the following address: e-poslovnica@unicreditgroup.zaba.hr
c) Contact an e-banker via e-branch (chat) and, with your permission, they will make an international payment. The chat option is in the toolbar at the bottom of the page after you log in to e-zaba and it is available Monday through Friday, from 8 a.m. to 9 p.m.

You can arrange an account in a branch. In terms of required documents, it is important that you bring your ID card.
Before visiting a branch, we recommend that you arrange a meeting with a banker here.

Users of the Smart and Superior packages and users of a Lepeza Package have the right to use home assistance or roadside assistance services. If you need this assistance, call Mondial Assistance on 0800 222 384 or 00431 52503 6547 for calls from abroad. They are available 24/7.

Charging of the costs depends on the card you are using as well as the currency of payment.
More information can be found here.

You can download a certificate via e-zaba. After logging in, choose the following in the menu on the left side:
1. Accounts and balances
2. Account (in the table) for which you want to receive a certificate
3. Print IBAN
You can download a certificate and save it on your computer or print it. If you do not have e-zaba, you can receive a certificate in any branch.

A request for arranging an account can be submitted in any branch.
Required documents:
1. Identification document (ID card or passport)
2. PIN (OIB)
3. A letter of intent to do business with the Bank:
• you want to receive regular income (employment agreement or a Croatian Pension Insurance Institute (HZMO) certificate or a foreign fund certificate on pension payout)
• you have a property in the Republic of Croatia (title deed)
• relocation to Croatia (temporary stay permit)
• treatment in the Republic of Croatia (medical documentation)
• studying (certificate from a university)
• you have a company or other business (business registration certificate)
Before visiting a branch, we recommend that you arrange a meeting with a banker here.

During a video meeting with a banker, you have the possibility to:




• arrange a general-purpose cash loan of up to EUR 13,300,
• submit an application for a general-purpose cash loan of up to EUR 40,000,
• get information about the credit card, housing loan or general-purpose cash loan application process.

Your creditworthiness can be checked by a banker in a branch. It is important that you have a steady income and orderly business. Also, creditworthiness depends on the current debt per loans, cards, etc.
A meeting with a banker for checking your creditworthiness can be arranged here.

Documents vary depending on the loan you want to get and the type of employment.
Please visit the links below to see the documents you need to get a loan:
Overview of documents proving creditworthiness
Overview of documents for a housing loan

Yes, you can, if you have no unsettled debt due per all accounts or loans in the Bank. You can submit the request in the nearest branch. Please bring a doctor's certificate of sick leave or a referral confirmed by the medical committee or a decision of the Croatian Health Insurance Fund (HZZO) on the use of maternity or parental leave.
Arrange a meeting with a banker here.

It is necessary to submit a request for issuance of a cancellation statement – you will receive a form in a branch.
In addition to the filled-in request, required documents include: a valid identification document and the Loan Agreement and/or a land registry certificate.

To start investing in funds, first you have to arrange the Zaba Link service in a branch.
You can find more information on funds and the Zaba Link service here.
Arrange a meeting with a banker so that you don’t have to wait in a branch.

You can choose between two types of savings - depending on the way you wish to save:
1. Favorit Savings - one-off payment
2. Open Savings – multiple payments.
You can arrange them:
- by using online banking on your computer (e-zaba)
- by using online banking on your phone (m-zaba)
- in a branch (a meeting with a banker can be arranged here)

According to the law, client information update is carried out periodically. You can update your information in the branch from the notification. If this does not suit you, feel free to visit the nearest branch. Arrange a meeting with a banker here.

It would be best to directly call our Payment department on 01 3789 399 and talk about your difficulty with our colleagues.