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Customer Support

669 0966
Mon-Fri 08.30-19.00

klienditugi@cooppank.ee

Available 24/7 for blocking the card or Internet bank access: 669 0966

Coop Pank
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Coop Pank AS, Maakri 30, 15014 Tallinn, Registry code: 10237832, SWIFT/BIC: EKRDEE22

You are on the website of the companies Coop Pank AS and Coop Liising AS that provide financial services and the insurance marketing company Coop Kindlustusmaakler AS. Before committing to an agreement read the terms and conditions of the respective service and, if necessary, consult an expert. By continuing to use the site, you are agreeing to the terms and conditions of website use.

    Data security and scams

    What to do if scammed

    In case of suspected fraud

    1. Immediately suspend your ID-card certificates, change your Mobile-ID PINs and delete your Smart-ID konto;

    2. block access to your internet bank and bank card via the Coop Pank mobile app, internet bank, or by calling +372 669 0966; (available 24/7);

    3. in case of any financial loss, notify the bank by phone at +372 669 0966 or by visiting the nearest Coop Pank office. Be sure to also file a report with the police.

    Report phishing

    If you come across a fake website or link mimicking our Internet bank, notify us by clicking on 'Report phishing'.

    A woman is sitting on a wooden bench and looking at her bank account on her phone.

    Your data security is important to us

    Do the following to protect your data:

    • Double-check what it is you're confirming with your PIN
    • Keep your PINs and bank card details to yourself
    • Never confirm a transaction you didn't initiate yourself
    • To perform any bank-related actions, download the Coop Pank mobile app or access the Internet bank via the official address https://i.cooppank.ee/
    • Never trust websites, programme, links or people you don't know (in the latter case, even if they call you claiming to be bank staff or police)
    One person is handing over a document, and the other person is about to sign it.

    Fake Internet bank pages

    Some scammers create identical copies of companies' Facebook pages and websites, then conduct supposed prize draws to get victims to enter their details or log in using their password and PINs. A fraudulent transaction is carried out in the course of this, or the victim is called and asked for more details.

    Scammers can also imitate the pages of an official Internet bank. Clients can end up there via a link or by using a search engine like Google. Scammers frequently buy ads for their fake websites which place their site at the top of search-engine rankings. That's why fake sites are sometimes easier to find in a search engine than the real sites.

    Any data entered on a fake site can enable the scammers to transfer your money, apply for things such as small loans in your name or terminate deposits.

    A woman is talking on the phone while looking at her computer screen. She has a confused expression on her face.

    Calls from scammers

    People all too frequently receive calls from scammers posing as bank staff, police officers or tax officials, who spin them variations on a theme: that there’s been some kind of scam, or a cyber-attack; that their account is being used for nefarious purposes; that an operation has been launched against a rogue employee; that action needs to be taken to stop an application for a loan from going through; that attempts are being made to hijack their e-mail account; that someone’s trying to make a purchase using their card details or similar; that there are issues with a transaction; and so on. The ‘victim’ is asked to provide personal information they would never otherwise give to strangers, such as their bank card number or Smart ID, Mobile ID or ID card PINs, or to allow a programme to be downloaded onto their device. The scammers’ aim here is to get the client to enter their PINs, which are then used in the background to make transactions from the client’s account that the client hasn’t approved. The call looks like it’s coming from an Estonian number, but is actually coming from abroad.

    Scammers also use AI in their calls, which can be hard to recognise, since they can use it to distort their voice, language and more – to the point where they can make calls in different languages and impersonate people known and even close to the victim.

    How to spot a scam call:

    • Despite claiming to be e.g. an Estonian bank worker or police officer, the caller insists on speaking to you in a language other than Estonian.
    • The caller’s speech sounds mechanical or otherwise artificial, and they don’t answer questions you put to them (either directly or at all).
    • The caller asks you for personal information, including your bank card details.
    • The caller asks you to download a programme you’re not familiar with.
    • The caller asks you to enter your PIN for [trans]actions you yourself haven’t instigated.
    • The caller asks you to hand over cash or your bank cards (and their PINs) to a courier or to leave them in a parcel terminal for collection.
    • The caller is in a hurry and/or impatient, or even aggressive.

    Note that current technology also enables scammers to imitate official phone numbers and the numbers of people close to you, and to have their own numbers show up as local even when they’re calling from abroad.

    If the caller claims to be a bank worker, a police office or some other official, call the bank, police department or office in question before performing any [trans]actions to make sure it’s them calling and to find out why.

    Don’t forget that neither the police nor banks require your intervention (i.e. giving them your PINs) or assistance in order to e.g. stop a loan application from going through.

    A person is entering credit card information using a laptop.

    Phishing

    Online scams that are designed to gain personal data (user names, passwords, credit card details, etc.) are known as phishing. These scams can take place via e-mail, a link, SMS or chat, on social media or via a fake ad published on the Internet. The scammers' aim is to gain access to the client's means of authentication and/or bank card details so that they can then perform transactions from the client's account which the client themselves had no intention of performing.

    How to spot such scams:

    • In order to obtain a victim's data, the scammers entice them to their website using job offers, links and ads. They always ask the victim to do something unusual, e.g. requesting data unrelated to what they're offering or charging a ‘fee' in order to apply for the supposed job or obtain whatever they've been promised.
    • 99 times out of 100, being asked for your PINs or bank card details is a sure sign of a scam if you haven't initiated a payment or a purchase (e.g. from an online store) on someone's initiative.
    • If you've unwittingly given a scammer your ID code, telephone number and the user name you use for your bank, they can submit PIN enquiries at any time in order to gain access to your Internet bank and perform transactions.
    A man in a suit is working - he has a laptop and several papers with charts and reports on the table.

    Investment scams

    Some scammers try to pass themselves off as investment brokers or bank workers, offering high-yield investments in shares, bonds, crypto and the like. They do this over the phone, on social media and elsewhere online. The victim is encouraged to take out a loan and/or install some kind of software (e.g. the AnyDesk programme) with which to monitor the returns on their supposed investment. This way the scammers create an illusion that the victim's money is growing. When the victim indicates that they want to access their funds, they're told they need to pay to do so - and end up losing that money.

    How to spot such scams:

    • Investments are offered that allegedly enable you to double, triple, quadruple your money very quickly, and with very little effort or risk.
    • The AnyDesk programme you're asked to download to monitor how much money you're supposedly making gives the scammer access to your computer.
    • Additional ‘fees' are charged for you to access your investment. These amounts are deducted from the amounts already in the account, and if there are sufficient funds, you needn't make any further payments into it to cover the cost of the fees.
    A person looking at a laptop screen with a messaging window open.

    Fake relationships

    Scammers can set up fake profiles on dating sites and apps and on social media (e.g. for a soldier or someone on a humanitarian mission), profess to have romantic intentions or pretend to have found the love of their life.

    Their aim is to profit from the good will of the victim by conning them out of money or involving them in a scam themselves. The victim is often dragged into a supposed emergency situation in which they have to transfer money to someone as quickly as possible.

    How to spot such scams:

    • Being asked for money (on the pretence that e.g. the scammer's accounts have been frozen or that they're about to come into a large sum of money) before even meeting someone or being bombarded with investment and business ideas is highly suggestive of a scam.
    An elderly person is intently reading a document they are holding.

    Inheritance and lottery scams

    Victims are enticed (usually by e-mail) with ‘news' that they have won a lottery or been identified as the rightful recipient of an inheritance, to claim which they must make some form of payment (a ‘processing fee', notary's fees, etc.) or submit their bank card details.

    How to spot such scams:

    • If you need to pay some ‘fee' or provide card details in order to access the alleged lottery win or inheritance, it's very likely to be a scam. Be aware that all you need in order to perform a transaction is an account number, not bank card details.
    • The supposed lottery win comes without you knowingly having taken part in the lottery, e.g. from having visited some website.
    • The inheritance is from someone you've never heard of and is supposedly being mediated by a solicitor or notary whose identity is difficult to confirm.
    A person holding a credit card and entering data into a laptop.

    Credit scams

    Scammers post loan offers with very good interest rates on social media. The victim is asked to make pre-payments to cover the loan amount or to pay the contract fees in advance. Bank card details or Internet bank access may also be sought. In some cases, the victim is encouraged to take out a loan in their own name and then to transfer the money to someone else to finance a business scheme or earn additional income for the purposes of investing.

    How to spot such scams:

    • Compared to ordinary loans, the loan being offered comes with a very low interest rate, or the amount of the loan is very large but no collateral is required.
    • Additional ‘fees' need to be paid in order to obtain the loan.
    A woman holds her head in her hands - in front of her on the table are a computer, a calculator, and papers.

    Other scams

    The list above is by no means exhaustive - there are all sorts of scammers out there who'll happily exploit any situation and any weakness, so it pays to keep your wits about you. For example, people who are struggling financially can be scammed and used, as can people who are drunk or otherwise intoxicated. Then there are the fake offers you find online for jobs and goods (which, in the latter case, you pay for but never receive) and the notifications supposedly sent from parcel terminals urging you to click on fraudulent links.

    How to spot such scams:

    • The client is asked for their bank card data, e.g. the CVV/CVC code and card number, enabling the scammers to use the card.
    • The client is sent a link via which to make a payment or track or collect a parcel, or is asked for their PINs for a transaction they had no intention of initiating.

    Recommendations for secure banking

      • Make sure that you're asked to enter your PIN1 when logging into the bank, not PIN2.
      • If possible, avoid using devices that are not yours (a public computer, Internet kiosk, friend's device) for banking transactions. If you cannot avoid this, you must be particularly careful and not leave the computer unattended after you've logged into the Internet Bank.
      • Avoid using the Internet bank from an unprotected public network. If possible, create a wireless connection with your mobile phone instead.
      • Set reasonable limits for cash withdrawal, transfers and card transactions.
      • When setting up automatic payments, choose the lowest necessary payment limit both in the Internet bank or when entering into a contract at a branch.
      • If you use a link in an e-mail or text message to log into the Internet bank, make sure that you have been directed to the official website of Coop Bank before you log in. The web address looks like this: https://i.www.cooppank.ee.
      • Check the authorisations given for Internet bank use from time to time if you have authorised someone else to use the services of the Internet bank on your behalf.
      • Make sure that the invoice you're paying is correct. Check that you make the payment for a product or service to the right provider. You should pay attention to the country code in the IBAN and if possible, compare the IBAN to the IBAN of the payments previously made to the same service provider.
    • Set needs-based functions and limits for your card.

      • Set limits on your card based on your actual card use. You can change your card limits at any time in the mobile app or Internet bank if you need to make a larger-than-normal purchase.
      • Disable online shopping on your card if you don’t plan to do any. You can quickly enable it again on the app or in the Internet bank if you decide you’d like to purchase something online.

      Switch on notifications in the Coop Pank app and keep an eye on your transactions.

      • Notifications help to provide a quick overview of your transactions.
      • Keep an eye on what’s going on in your account. Check your statement regularly in the Internet bank. If you come across a suspicious or unknown transaction, close your card immediately and contact the bank.
    • Always check the seller’s background and whether the website really belongs to them or leads to their site.

      • Whenever possible when shopping online, opt for reputable and reliable providers and stores. Look into their background and the shopping experience that other customers have had.
      • In the case of Estonian online stores and service providers, use a bank link instead of entering your credit card details when making online payments. When buying from abroad, use a well-known payment service like PayPal – this will serve as extra security when you make a purchase from a service provider or online store you’re not familiar with.

      If possible, don’t make online purchases on devices that aren’t yours (a public computer, Internet kiosk or friend’s device).

      • If you can’t avoid this, be particularly careful and don’t leave the computer unattended after you’ve logged in to the Internet bank.

      Be careful when making purchases on Black Friday and Cyber Monday.

      • Amazing offers from unknown sellers could catch you off guard and leave you open to fraud.

      Carefully check what it is you’re confirming and why you’re being sent security codes.

      • Always read the content of any message you’re sent: if it refers to a transaction you yourself didn’t instigate, contact the bank immediately and close your card.
      • An online store never has any justified reason to ask for the codes with which you log in to your bank. Never enter them on the website of another service provider or online store.

      Don’t share your card details or security codes.

      • Don't enter your card details or a security code you receive as a message on any website that doesn’t seem trustworthy. Likewise, if you receive a call or e-mail asking you to enter your card details, you’re probably being scammed.
      • Never post photos of your own or someone else’s card online, including on social media.
      • Never let your card out of your sight.
      • When paying by card, make sure that nobody can see you enter the PIN. Hide the PIN keypad with your hand if necessary.
      • Your PIN is personal and should be kept secret. Never share it with anyone or keep it in your wallet alongside your card. If you forget your PIN, you can remind yourself of it at any time in our mobile app or Internet bank.
      • Before confirming a transaction (including contactless payments), always check that the amount you’re paying is right.
      • If you notice anything unusual on an ATM, like traces of glue by the card slot or that the shape of the keypad seems strange, don’t use it. Instead, immediately contact the bank.
      • Inform the bank straight away if your card is lost or stolen. Once your card is closed, no one can fiddle with the money in your account.
      • If possible, configure your phone in such a way that its contents can be deleted from a distance if it's lost.
      • Protect your phone with a PIN or password. Use a configuration that does not display the PIN on the screen when entered.
      • Don't choose your own or a family member's date of birth or another number that's easy to guess as the phone PIN.
      • If you used the bank's mobile app and your phone was lost or stolen, inform the bank about this as well.
      • Update your phone software regularly and always install the newest security updates.
    • In addition to Mobile ID and Smart ID, you can now use biometrics (i.e. your fingerprint or facial recognition) on smart devices to log in to the bank's mobile app or Internet bank and confirm payments.

      • The PINs of Mobile-ID and Smart-ID may only be entered in the respective application on your phone!
      • Always make sure when using Mobile-ID and Smart-ID that the check code displayed on the screen matches the code displayed on the website of the Internet or mobile bank before you confirm it.
      • Always make sure which transaction you're confirming when using Mobile-ID and Smart-ID: the name of the service and a short description of the transaction are displayed on the screen.
      • Never enter your PIN if you haven't initiated a transaction, but receive a notification asking for your Mobile-ID and Smart-ID password! It's probably an attempt at fraud or another user has made a mistake when entering their username.
      • You can view and, if necessary, close your effective Smart-ID transactions on the Smart-ID self-service portal. It would be good to keep an eye on your Smart-ID contracts from time to time. You should contact the Certification Centre or the police if you find suspicious contracts.
      • Call the ID card helpline on 1777 if your ID card is lost or stolen (or if you suspect this). First of all, stop your certificates, as this prevents anyone from using your card electronically. Close the card for good if you're convinced that you've lost it.
      • If you use Mobile-ID, immediately call the ID card helpline on 1777 if your phone is lost or stolen. First of all, stop your certificates, as this prevents anyone from using your Mobile-ID. Close your Mobile-ID for good if you're convinced that you've lost your phone.
      • Don't choose your own or a family member's date of birth or another number that's easy to guess as the PIN of your ID card, Mobile-ID or Smart-ID.
      • Don't keep the ID card and its PINs in the same drawer or wallet.
      • Don't keep the Mobile-ID or Smart-ID PINs among the contacts on your phone in a format that makes them easy to find.
      • Make sure that your devices that are connected to the Internet (computers, smart phones, tablets, vacuum cleaners, security cameras) always have the most up-to-date software. Don't ignore device reminders to download new software and don't postpone the updates your device asks you to make.
      • Use antivirus software if possible (especially on Windows computers). If you're already using it, make sure that the software is automatically updated. As a rule, antivirus software is updated several times a day!
      • Create separate user accounts without administrator rights for daily use on your computers. Perform your everyday tasks as an ordinary user - this reduces the risk that someone will hack your computer and misuse your data. Following this rule is particularly important if there are less experienced computer users in your household (especially children and elderly people).
      • Check the origin of the software you install on your computer: only download commercial software from the manufacturer's official website. Only trust freeware with a public source code. Avoid intermediaries whose link to the manufacturer is unclear.