Support service

© AT "BANK OF INVESTMENTS AND SAVINGS"

NBU license №221 of October 24, 2011

© 2025 CS Ltd

Before you started working with the “BIS ONLINE” system, you were given:

  • login;
  • initial password;
  • initial certificate and private key (in case of operations confirmation by digital sign).

If you do not have any of the above-listed credentials, please, contact the “BIS ONLINE” system administrator on the telephone number specified in the bottom left corner of the login page, in order to define your account parameters.

Forgot your login password?

Please note: if the password you have entered appeared to be invalid do not try to guess it, this will result in blocking of your account. If the password is invalid contact the “BIS ONLINE” system administrator at the number specified in the bottom left corner of the login page in order they provide you with a temporary password. After logging in using a temporary password you will be redirected to the password change page, where you can change the temporary password to a permanent.

Forgot your private key password?

  • Enter your login and sign-on password;
  • Enter a rescue password provided by the administrator;
  • Think up a new private key password, specify it in the appropriate field, re-enter the password and click the 'Send' button;
  • On the next step you have to save the new private key (by default it will be saved to the default download folder of your browser). It is strongly recommended that you immediately transfer the keys / certificates to a separate folder where your keys and certificates are stored;
  • Then you should view and print a generated certificate. After this the request for certificate authorization will be sent to the bank;
  • To check the availability of new certificates try to login again later (enter your login and login password):
    • If the certificates are authorized the system will display a message about a successful recovery of certificates and will offer to save a new certificate - for this you will have to enter a rescue password once again, specify the path and a password to your private key and save the certificate (by default it will be saved to the default download folder of your browser). It is strongly recommended that you immediately transfer the keys / certificates to a separate folder where your keys and certificates are stored;
    • If the certificates are not authorized yet the system will inform you that the request is still in a queue for approval. In this case you need to try again later.
  • After successful authorization and saving of new certificates you should use them for the further operation with the system.

Lost private key files?

In case of losing private keys or certificates you have to contact the “BIS ONLINE” system administrator at the number specified in the bottom left corner of the login page in order they provide you with a rescue password required for the procedure of certificate recovery. The following actions are similar to those described in the section Forgot your private key password.

To work with the iFOBS Internet banking system, you can use DS keys issued by a row of CAs accredited in Ukraine.

If you have the DS key and would like to use it for operating the Internet banking, you should assign the external key to your account:

  1. Click the "Connect external key".

  2. Wait for the iSignDesktop application to start.

  3. In the window that opens, specify the following data:

    • your username in the Login field;
    • a password for entering the system in the Password field;
    • select from the drop-down list the CA which has issued your key in the External CA field;
    • enter your password for the external key in the Private key password field;
    • click the button ... and select your external key file in the Choose key file field. If you store your private key on a security token*, check the "Use token" checkbox and select your token from the list.

  4. Click the "Assign" button.
    Please note: one user can assign only one external key with their account. After registering a new external key, the previous one will be deleted.

  5. If necessary, enter the confirmation code from the SMS that you will receive to the phone number specified when registering in the bank (this step may not be displayed if the bank settings do not require SMS confirmation of request sending)

  6. If all stated data is correct, a request for your external key authorization will be sent to the bank. After authorization, you will receive a notification and will be able to log into the system using your external key.


* The possibility of using security tokens is determined by the bank settings.

Possible reasons:

How to clear browser’s cache

For Google Chrome:

  • press Ctrl + Shift + Delete key combination
  • the 'Clear browsing data' window will appear, select 'the beginning of time' from the drop-down list
  • check the 'Cached images and files' box and click 'Clear browsing data'

For Opera:

  • press Ctrl + Shift + Delete key combination
  • the 'Clear browsing data' window will appear, select 'the beginning of time' from the drop-down list
  • check the 'Empty the cache' box and click 'Clear browsing data'

For Firefox

  • press Ctrl + Shift + Delete key combination
  • the 'Clear recent history' window will appear, select 'Everything' from the drop-down list
  • check the 'Cache' box and click 'Clear now'

For IE

  • in the browser menu select the 'Tools' item (to activate this menu press the Alt button)
  • in the appeared menu select the 'Delete browsing history' item
  • the 'Delete browsing history' window will appear, check the 'Temporary Internet files and website files' and make sure that all the other boxes are unchecked
  • click 'Delete' to finish the process

How to delete temporary files using Java control panel:

  • click 'Start' – 'Control panel' – 'Java';
  • in the Java control panel go to the 'General' tab and click the 'Settings' button in the 'Temporary Internet files' area;
  • the 'Temporary Files Settings' dialog window will be displayed;
  • click the 'Delete files' button in the 'Temporary Files Settings' dialog window;
  • the 'Delete Files and Applications' dialog window will be displayed;
  • click 'OK'. After this all loaded applications and files will be deleted from the cache;
  • click 'OK' in the 'Temporary Files Settings' dialog window. If you need to delete a certain application or an applet from the cache click either 'Applet view' or 'Application view'

How to update/install Java plug-in

  • follow the link https://java.com/en/download/
  • click the 'Free Java download' button
  • on the next page click the 'Agree and Start Free Download' button
  • then run the downloaded file and follow the installer instructions.