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Frequently Asked Questions (FAQs)

 

1.   How can I affiliate to bancobcr.com? What if I forgot my identification code or password?

2.   What are wire transfer maximum amounts that can be made through bancobcr.com?

3.   Why are the movements of the account not showing but the balance, even if there were movements?

4.   If at wire transfer confirmation, I wish to cancel it, ¿Can I make the reversal of the transfer? If not, ¿Who should I contact?

5.   If I shut the Virtual Office without disconnecting it, can I delete the cookies and log in without having to wait 10 minutes?

6.   What browsers can be used to access the Virtual Office?

7.    May I make transfers to other Banks?

8.    May I authorize the Company accountant to review account movements for reconciliation purposes?  It is understood that this officer is not an authorized person to the account?

9.   Can I separate the access to the Virtual Office, that is, using one key to access my personal accounts, and another to access my company accounts? The purpose is to give the key to the company accountant?

10.                     Where can I search for exchange rates from two months ago to today?

11.                      What is the office telephone number?

12.                      Which is the account number?

13.                      Why did the system disaffiliated me?

14.                      When will the system recover?

15.                      Is the system working properly?

16.                      I have two accounts with different identification numbers. Can I access the two accounts with the same key?

17.                      Why I am not able to make any transaction if I am allowed to access the Virtual Office?

18.                      Where do I record my personal data?

19.                      Can I see the Certificates of Deposit date of payment?

20.                      How do I view my account information from other periods?

21.                     Why my credit cards do not appear?

22.                     Why my Certificates of Deposit do not appear?

23.                     Why one of my accounts does not appear?

24.                     Glossary 

 


 1- How to affiliate to BancoBCR.com?

To Affiliate to bancobcr.com you must go to a BCR office to request enrollment and sign the contract , once that is done, the system will email you a temporary password to the address you previously registered at the BCR office.

Using this temporary password you can affiliate to bancobcr.com directly on the Virtual Office, by clicking the Affiliate icon. To allow membership, it is necessary that the client indicates he has read and agrees to the terms and conditions set forth by the Banco de Costa Rica (Bank of Costa Rica) in the Reglamento de Servicios de Banca Electrónica (Regulation of Electronic Banking Services). At that time you will be prompted to change your temporary password.

What if I forgot my identification code or password?

In case you do not remember your identification code or personal access password, you can request a reminder by clicking on the words "¿Olvidó su código de identificación o clave?" beneath the area of data entry. The system will automatically email you a temporary password to the address you previously registered for at the BCR office. With this data you can enter the virtual office once and change your password.

If you require more information please email serviciosbancaelectronica@bancobcr.com.

 2- What are the wire transfer maximum amounts that can be made through bancobcr.com

For individual account, the default maximum is 2,000 (two thousand dollars) a day. In the case of accounts held by legal persons, the maximum amount is $ 5,000 (five thousand dollars) a day. These limits apply to transfers to third party accounts and transactions of buying and selling currencies. The customers can manage personally and in writing the increases and reductions to those limits in any of the BCR service platforms throughout the country. In the case of transfers to other banks through SINPE, the maximum amount established is $5,000 (five thousand dollars) a day.

 3- Why are the movements of the account not showing but the balance, even if there were movements?

There are two possible causes:

1. Some versions of the browser do not interpret some instructions used by the systems for Internet. In this case, it is best to use recent versions of any of them. We recommend using Internet Explorer 7.0 or higher and Firefox for Windows environments, Linux and MacOs X. You can also use Safari Mac environments.

2. The Bank issues bank current account statements every Friday and at end of the month, depending on the assigned cycle.  When the statement is issued, all the movements within it become movements of  previous period. Therefore, if one requests the movements of current period on the Monday after cutting, there will be no movement because they became part of  previous period and those of the previous period passed to the after previous period.

In the case of savings accounts, which are also monthly periods, the same applies. At the end of the month, the movement becomes part of prior period and the movement made as of current month will be the movement of the current period.

 4- If at wire transfer confirmation, I wish to cancel it, can I make the reversal of the transfer. If not, who should I contact?

No, it would not be possible to reverse a confirmed transfer. In these cases, you must contact the Gerencia de Servicios Bancarios Electrónicos (Management of Electronic Banking Services), the Services Comptroller, or the services platform in any of our branches with two letters: one requesting the reversal and another signed by the owner of the account you sent the money to, who must give express statement accepting the debit from his account. The reversal is feasible provided that the client who received the transfer did not use part or all the money.

 5- If I shut the Virtual Office without disconnecting it, can I delete the “cookies” and log in without having to wait 10 minutes?

If you forget to log off and leave from the computer, you are exposed to someone else’s usage of it improperly with your key. For your safety, the system disconnects users that remain inactive in the system for 10 minutes. If you leave without disconnecting, the system will not notice that you left and will assume inactivity. After 10 minutes it will disconnect you and until then you will be able to log in again at the Transaction Section of the Virtual Office. The time control is carried on by the central computer, and it does not use a “cookie".

 6- What browsers can be used to Access the Virtual Office?

The most popular browsers are: Internet Explorer y Firefox. The BCR Bank recommends using the latest versions as much as possible. However, aware that some customers use older versions, it is recommended not to use versions prior to Internet Explorer 5.0 and Firefox version 0.10.  This last one is also available for Macintosh (MacOs X) and Linux environments. There are other browsers in the market (www.mozilla.com) for Linux and MacOs X. Opera (http://www.opera.com) environments and Neoplanet (http://www.neoplanet.com).

 7- Can I make transfers to other Banks?

Yes, you can now make transfers to any of the member agencies of SINPE, bancobcr Personas y Empresas (Persons and Companies) or in our service platforms in any of the branches of the Bank. You just need to tell the cashier the customer account number and the identity card number of the account owner in the institution where you want to transfer the money.

 8- Can I authorize the Company accountant to review the account movements for reconciliation purposes? It is understood that this officer is not an authorized  person to the account?

You may authorize a third party (not undersigned) to check balances and movements of your accounts, but to make any transaction involving a debit or reduction of your account. You only have to submit a written request from any BCR branch signed by the account owner if an individual or legal representative for corporate legal persons. The request must indicate that you accept that the Bank will give that person access to your account and that the responsibility for the use of the personal key is unique to the authorized person. If due to negligence or carelessness, the key is known by another person, the Bank is not liable for any damage that may be caused.

 9- Can I separate the access to the Virtual Office, that is, using one key to access my personal accounts, and another to access my company accounts? The purpose is to give the key to the company accountant.

No. The admission to bancobcr.com is personal. With a single key you can view the personal accounts and those of the company where you have been authorized to sign individually. If you co-sign and have not been authorized to view, you will not have access to the accounts.

 10- Where can I search for the exchange rates from two months ago to today?

In the menu option (tab) that says "Rate of Exchange" you can view the history of the dollar exchange rate of the Banco de Costa Rica as of April 1992.

 11- What is the office telephone number?

All checking and savings accounts has been assigned a branch number, depending on the Bank´s branch where it was opened. For example, if you opened the savings account 1234-5 at our branch in Sarchí, the office number for that account is 479. Then, the complete account number is 479-0001234-5. If you make a wire transfer to that account, you must provide the following information:

Type of account:

Savings

Office:

479

Number:

12345

Amount:

As needed

 

Every account is assigned a branch number. Some accounts are assigned the number 001 which indicates that they were opened at our main building in Second Avenue. For those accounts, the office number 001 should be indicated when making a wire transfer.

 12- Which is the account number?

1.       ¿Which is the account number?

The account number for all purposes is composed of three parts:

1.      The branch number,

2.      The consecutive number and

3.      The check digit is calculated based on the consecutive number.

In the previous example, those three numbers correspond to 479, 1234 and 5 accordingly.

 13- Why did the system disaffiliated me?

The system disaffiliates you (it indicates that you are INACTIVE) only if you make 3 attempts to access the Virtual Office with a wrong key. In this case, you just need to register a new key.

 14- When will the system recover?

The system will only be suspended due to causes beyond our control. These causes may trigger from equipment or systems within and outside the Bank. Although we provide maintenance to computer equipment and we have communications support, causes beyond our control have forced us to temporarily suspend the service but our technical staff is trained and ready to restore service as soon as possible.

  15- Is the system working properly?

If you have any problems with the system, like a very slow response time, or not being able to log in or it does not respond to any transaction, immediately contact the Customer Assistance Center at telephone 2211-1111 or send an e-mail to ServiciosBancaElectronica@bancobcr.com, where trained staff will assist you with pleasure. Your query will be given appropriate follow-up until obtaining a satisfactory response.

 16- I have two accounts with different identification numbers. ¿Can I access the two accounts with the same key?

Yes, because it is possible to have a key for each identification number or identity card, and it can be the same key. The system assumes they are two different persons. However, it is better to go to any of our branches, where an agent shall consolidate the accounts into a single identification number, according to the identity or residence card issued by the Tribunal Supremo de Elecciones de Costa Rica (Supreme Electoral Tribunal of Costa Rica). If a foreigner, with the passport number.

 17- Why I am not able to make any transaction if I am allowed to access the Virtual Office?

To make Internet transactions, our system uses a "cookie" (small computer program) that is installed in your computer when you connect to, in order to keep track of the session. In some cases, the browser is configured not to accept "cookies", for security. If the system cannot install the "cookie" on your computer, it will not allow any transaction. Check your browser settings and make sure the use of "cookies" is enabled. We guarantee the "cookies" system do not extract information from your hard drive, deliver viruses to your computer or capture your email address.

 18- Where do I record my personal data?

You may request to update your personal information through the Virtual Office. In the options menu at the top, we have a "tab" available that says "Update your information". By clicking on the tab, you are taken to a form where you can specify which data to update, and also may indicate at which Bank branch you wish to do so. Besides, you can request that this data be applied to all or part of your accounts and transactions with the Bank.

 19- Can I see the date of payment of the Certificates of Deposit?

No. The Virtual Office only shows current certificates of deposit of the customer.

 20- How to view my account information from other periods?

The information on the account movements is kept for a maximum of three terms. This implies that the current period relates to movements made after the last statement was issued by the Bank. The previous period relates to movements included in the last statement sent by mail and the after previous period relates to movements included in the mailed statement before last. If you want to see movements older than those three terms, you must request the information at Customer service platforms in any of our branches.

 21- Why my credit card(s) do not appear?

Due to two main reasons: 1.You were late paying your monthly payment. The card management system marks it as a cancelled card, and 2. The identification number you registered with your credit card is different to the identity number used to register your current or savings accounts. In either case, you must request a review of the situation in any of the service platforms in our branches around the country.

 22- Why my Certificate (s) of Deposit does not appear?

The identification number used to register your Certificate of Deposit is different from the identity number used to register your current and savings accounts. You may request a review of the situation in any of the service platforms in our branches around the country.

 23- Why one of my accounts does not appear?

Upon accessing the Virtual Office (transactional section) it shows customer accounts. If any accounts were you are the owner or authorized person does not appear is because: 1. You registered with a different identity card than the one being used to access the Virtual Office, or 2. The account is joint or with joint signature with another authorized person. In this last case, the account can only be accessed after submitting a note signed by the legal representative of the company or legal person which indicates that he authorizes access to consultation. The note must be brought to the service platform or through your account executive. You cannot make wire transfers from joint accounts through bancobcr.com.

 24- Glossary

Browser: It is the program used to browse the Internet. The two most used browsers are the Internet Explorer from Microsoft and Navigator from Netscape. Its function is to interpret codes, language and graphics that are within the pages downloaded from Internet, and that are sent by the Web servers to be presented to users in the format we see (colors, photos, animations, etc.). Besides, they are in charge of administering some other aspects such as security, communications, printing and execution of programs in multimedia (sound, music and animation). 

Cookie: It is a small program or file that is installed on the hard disk of the client computer to connect to a page in Internet. Bancobcr.com uses a “cookie” to store a session number that travels in each message between the client and the Bank. If at any time the session number does not match the one stored at both ends, the connection goes down to protect the client and the Bank. 

Cutting cycle: It is the period registering the transactions of a current account, at the end of which movements are transferred to a statement (printed or electronic). The Banco de Costa Rica (Bank of Costa Rica) uses monthly periods for each cycle. Cycles numbered 1 to 4 correspond to the first, second, third and fourth Friday of each month. Cutting cycle 5 corresponds to the business cycle (from the first to the last working day of each month), and cutting cycle 6 corresponds to a quarterly period and applies to accounts with a low average balance. 

Client account number: It is a number assigned by each branch to your current and savings accounts, required to send or receive money through the SINPE system (Sistema Nacional de Pagos Electrónicos) (National Electronic Payment System) created and regulated by the Banco Central de Costa Rica (Central Bank of Costa Rica). This system enables inter-bank wire transfers between individuals and businesses in Costa Rica and involves all public and private banks

 

For further information contact us at: CentroAsistenciaBCR@bancobcr.com
Telephone (506) 2211-1111

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