Help & FAQ
Find answers to common questions about accounts, transfers, security, and more.
GETTING STARTED
Opening an account, KYC & access
For individuals: a valid ID/passport, tax number, and proof of address (utility bill/statement issued within the last 3 months).
For businesses: registration certificate, articles of association, tax number, proof of address, ultimate beneficial owner (UBO) info, and authorized signatories.
We may request additional documents to comply with AML/CFT regulations.
Online KYC typically completes within 5–15 minutes after you submit clear documents.
Complex business profiles or additional screening may take up to 1–2 business days. You can track status in Online Banking.
After KYC approval, we issue your IBAN and send a one-time activation link.
Set a strong password, enable 2-Factor Authentication (2FA), and register a trusted device.
You can then sign in on web or the mobile app to view balances, make transfers, and manage cards.
TRANSFERS & CARDS
Payments, limits, fees & card management
Domestic: FAST (24/7 instant) and EFT (banking hours).
International: SWIFT (MT103). You’ll see fees and FX rates before confirming.
Beneficiaries can be saved for faster checkout; confirmations are available for download.
Limits depend on your profile, risk tier, and 2FA settings.
You can request higher limits via Online Banking → Settings → Limits.
In some cases we may require additional documents or approval from compliance.
Go to Online/Mobile Banking → Cards. You can set or change PIN, lock/unlock instantly, adjust spending/ATM limits, and enable travel notices.
Real-time notifications keep you informed about every card transaction.
We display all fees and indicative FX rates before you confirm.
FAST is typically low-cost; EFT/SWIFT fees vary by destination and urgency.
For FX, we quote a competitive spread and disclose the total you pay and the amount the recipient gets.
SECURITY & COMPLIANCE
Authentication, fraud prevention & disputes
We use PIN/2FA, device binding, behavioral monitoring, and encryption in transit and at rest.
Sensitive actions (new beneficiaries, limit changes, high-value transfers) require step-up authentication.
You can see login history and active sessions in Security settings.
Immediately lock your card and freeze online access via the app or web.
Change your password, revoke unrecognized devices, and contact our 24/7 support.
We will investigate, block suspicious activity, and guide you through next steps.
For card payments, file a dispute within the timeframe shown in your transaction details.
Provide receipts, correspondence, and any evidence. We submit the case to the scheme (e.g., Mastercard) and keep you updated.
Bank transfers (FAST/EFT/SWIFT) are final once executed; recall is attempted on a best-effort basis only.
We screen clients and transactions against sanctions/PEP/adverse media lists.
If we detect risks, we may request additional information, delay or reject a payment, or restrict access as required by law.
ACCOUNTS & REPORTING
Currencies, interest, statements & support
You can hold balances in TRY and major currencies (e.g., EUR, USD) and convert instantly in Online/Mobile Banking.
We show you the applied rate and total fee before you confirm. Settlement is immediate within your TurkBank accounts.
Interest on eligible savings accounts accrues daily and is credited monthly unless otherwise stated in your product terms.
Rates may change; we notify you in advance where required by regulation.
Download monthly e-statements in PDF or CSV and request custom date ranges.
Business clients can enable role-based access, approvals, and reconciliation exports compatible with common accounting software.
You can reach us 24/7 via secure chat in Online/Mobile Banking, by phone, or email at
support@turkbank.com.tr.
For sensitive account changes, we may call you back to verify your identity.