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. On the home screen of m-zaba, select Contacts – Schedule a meeting. 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

In order to activate m-zaba, you will need activation keys. You can download them in m-zaba on your old phone, by calling the help desk or at a branch.

1. Downloading identification keys from m-zaba on your old phone

• Prepare the mobile device on which you are currently using m-zaba and the new device where you have already installed the application.
• Log in to the app on your old device and select the More menu and then the Settings option.
• Select the option Move m-zaba to a new device.
• Follow the steps on the screen, and a QR code will be shown at the end.
• Start the m-zaba application on your new device to which you wish to move the application.
• Scan the QR code using camera on your new device.
• Enter and confirm PIN which you will use to sign into m-zaba on your new device. 
• After receiving the successful activation message, your m-zaba will have been activated on the new device and deactivated on the old one.

2. Calling the m-zaba help desk at 01/3789 785.
3. At a branch office – don’t forget to bring your ID.

Yes, you can update your personal information using on-line banking on your mobile phone (m-zaba).
After signing into m-zaba, select:
1. More
2. My information
3. Identification information
4. Legal requirement.
If you do not use m-zaba or are unable to change the information through m-zaba, simply go to a branch office. You can set up an appointment with a banker here.

The application should be reinstalled and activated with new keys. You can get the new keys to activate on-line banking (m-zaba):
• by calling 01/3789 785
• at one of the Bank’s branch offices.

You can check the status of your order in your m-zaba by selecting the menu Payments – Overview - Payments. Orders can be filtered by status and time range. It is recommended to view the order status in the Payments option, rather than searching through account transactions, because transactions will not show payments with future due dates.

To receive the confirmation by e-message or e-mail, select the order you wish to receive, and the option Payment confirmation can be found at the bottom of the screen.

Online transactions can be authorised in two ways:

1. Confirmation via a push message – regardless of whether you are making a card payment via your web browser, mobile phone, or the seller’s app.

Confirm your transaction via the m-zaba push message sent to your mobile device.

When you receive the message, open it and confirm the transaction. Then select Continue.

If you do not confirm the push message within 1 minute, you will receive a new one.

If you do not receive the message, check your phone and m-zaba settings to see whether push notifications are turned on.

2. By scanning a QR code from the Bank’s screen

If you are making a card payment via a web browser on your PC or mobile phone, a screen with a QR code will appear.

Open m-zaba (the latest app version is required) and log in to m-token.

Choose the Scan QR Code option, check all data and Confirm.

On 26 June 2024, the possibility to authorise transactions via m-token by entering the MAC/APPLI2 passcode ended, and a new method of authorisation by scanning a QR code from the Bank's user interface screen was introduced instead. Besides by scanning QR codes, online transactions can also be authorised via m-zaba push messages.

Call us as soon as possible at 01 3789 789.

If your transaction account (current account in euros, multi-currency account or gyro account) has been debited for a debit card payment, and you did not make the purchase, the debit transaction will be reversed in the evening hours of the 7^th day, which is also the time when you can expect a refund in your transaction account (but only if the sales location does not send an electronic payment confirmation by that time). You can check the reversal transaction under the transactions posted on the date of purchase.

Example: If you make a card payment on 1 March and the sales location subsequently informs you that it only reserved the amount but will not send the payment settlement order, the reversal of payment in your account will be made on 8 March in the evening hours. You can check the reversal transaction the next day, i.e., on 9 March. The reversal transaction will also be included in the list of account transactions posted on the date of transaction 1 March.

If the purchase payment is not reversed, you can file a complaint containing your personal data and a detailed description of the event and circumstances of the event:

• personally at the nearest Bank branch office
• via e-mail to zaba@unicreditgroup.zaba.hr
• via the following web page zaba.hr (link na https://www.zaba.hr/home/recite-nam)
• by mail to Zagrebačka banka d.d., Kontakt centar, Samoborska cesta 145, 10090 Zagreb

You can change your address using m-zaba (if you are a resident of Croatia and have an ID issued after 2013), through e-branch or at a branch office.

If you are using m-zaba, after signing in, select:

• More (the option can be found in the lower right corner)
• My information
• Identification information
• Change the information.

If you are not an m-zaba user, but you use e-zaba, after signing in, choose the e-branch options and use the chat option.

To update the address at a branch office, set up an appointment here.

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

• get information about general-purpose cash loan application process,
• arrange a general-purpose cash loan of up to EUR 20,000,
• submit an application for a general-purpose cash loan of up to EUR 40,000.

Meeting with a banker arrange here.

Your credit standing is checked by a banker at a branch office. It is important that you have regular income and orderly business operations. The current level of debt on your loans, cards etc. will also affect your credit standing.

In order to meet a banker and check your credit standing, set up an appointment 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 Housing loan:
Overview of documents for obtaining a Housing loan

Yes, if you have no due outstanding debts on any of your accounts and the loan with the Bank. You can submit the application in your nearest branch. Bring your medical certificate or the certified referral slip issued by a doctors’ committee or the Croatian Health Insurance Fund’s decision on the use of maternity or parental leave.
You can set up an appointment with a banker here.

You should submit a request for cancellation approval – the request form can be obtained at a branch.
The documents to be submitted with the request are as follows: valid ID and loan contract and/or land registry entry.

You can pay abroad via m-zaba and e-zaba.

Payment via e-zaba:
• log in
• in the main menu, select the option "e-payments" and " Payments to recipients abroad"
• fill in the payment order with the necessary information
• select the "Prepare" option
• confirm the transaction with the token.

Payment via m-zaba:
• log in
• in the main menu, select the option "Payments" and "Payment abroad"
• fill in the payment order with the necessary information
• select the "Prepare" option
• confirm the transaction.

You can open an account at a branch office. Make sure you have your ID with you. We suggest that, before visiting the branch, you set up an appointment with a banker here.

Users of Smart and Superior account packages and users of Lepeza package are entitled to home and road assistance services. If you’re in need of these services, contact Mondial Assistence at 0800 222 384 or 00431 52503 6547 for calls from abroad. They are at your disposal around the clock.

The collection depends on the card you use and the currency in which payments were made.
For further details, see here.

You can download the confirmation using e-zaba. After signing in, select the following from the left-hand menu:
1. Accounts and balances
2. Account (in the table) for which you wish to get a confirmation
3. Print IBAN.
You can download the confirmation and save it to your computer or print it. If you don’t have e-zaba, you can get the confirmation at a branch office.

In order to start investing in funds, you must first arrange the Zaba Link service at 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 how you want to save:
1. Favorit savings – a single payment
2. Open savings – multiple payments.
You can conclude a contract for these savings:
- through online banking on your computer (e-zaba)
- through online banking on your mobile phone (m-zaba)
- at a branch (set up a meeting with a banker here).