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Information related to the emergency situation

Due to the spread of Coronavirus, Estonia has declared an emergency situation. As a provider of vital services, we at LHV continue our work and do our best to ensure that you can also conveniently use the banking services at this present time.

As a customer of LHV, you may make nearly all banking operations without leaving your home using the mobile app or internet bank.

Daily banking

Our Tallinn and Tartu branch offices are operating as usual, however we ask you to only visit a branch office in case of emergency and when you are healthy, to protect the health of yourself as well as the service attendants. We recommend using electronic service channels for your daily banking operations. The e-mail address of customer support is info@lhv.ee and the phone number is 6 800 400. Additionally, you can contact us using the real-time chat.

All customer support contacts are available on our homepage

First and foremost, we provide the service to customers by phone and e-mail. We answer the 24h customer support line 6 800 400 and will be happy to support you. Do not worry if your call is not answered immediately. We will return your call or contact you by e-mail. The time of responding to contacts may be longer than usual.

All bankcards are functioning as usual.

Bankcard payments are operating as usual. The safest way is not to touch the terminal, but use contactless payments. Starting from March 23 until the end of the emergency, the limit for contactless payment will be € 50, meaning you do not have to enter your PIN until you reach that amount. If it is still not possible to avoid entering the PIN, we recommend cleaning your hands immediately afterwards. Bankcards should be cleaned using an antiseptic, as you most probably often use these in public places.

You can order a new bankcard via mobile app or internet bank. At the moment, we ask you to choose ordering a bankcard to your home address.

All LHV’s ATMs are functioning as usual, however some shopping malls might have restricted access to ATM-s. However, if possible we recommend that you pay by using electronic payment options. ATM-s locations

Although the ATMs are cleaned regularly, it is not possible after servicing each customer. Accordingly, we advise you to wash or disinfect your hands after using the ATM or handling cash. The risk of spreading the virus can also be reduced by using gloves.

All payments move as usual. We urge you to use electronic channels – mobile app or internet bank – for forwarding your payment orders. In case of need, you can change the payment limits in internet bank. With instant payment, the money/transfer will reach another bank (Swedbank, SEB; Coop) immediately.

LHV stockbrokers are usually open from 9 am to 10 pm during market opening hours. All transaction orders executed through the internet bank or client office will be executed in chronological order, however, in the event of certain market events, it should be kept in mind that last-minute transactions may not be executed on the same trading day.

LHV Trader and LHV Broker money transfers are made as usual, i.e. once an hour, until 5 p.m.

Loans, leases and hire-purchase

Due to the emergency situation, many Estonian companies and private persons are facing difficult economic choices. We are ready to offer a grace period to private as well as corporate loan customers without amending other terms of the agreement. For retail customers, formalisation of the amendment is free of charge.

If you need grace leave, please submit an application. It is important that the application for the grace period reaches us before any arrears occur.

As a result of the emergency situation, we are offering a grace period on the loan principal for home loan clients who have encountered difficulties, for up to 12 months and without amending any other terms. Formalisation of the amendment is free of charge.

If you need grace leave, please submit an application.

As a result of the emergency situation, we are offering a grace period on the loan principal for home loan clients who have encountered difficulties, for up to 6 months and without amending any other terms.

It is important that the application for the grace period reaches us before any arrears occur.

If you wish to consult, you will find the contact details of your leasing client manager in LHV's mobile app or from internet bank under the detailed view of your leasing agreement.

For companies, it is possible to apply for a grace period of up to six months. The grace period can be taken on the loan principal without changing the other terms of the loan agreement. If your company needs a grace period, please contact your loan manager.

Micro loan clients are kindly requested to complete the grace period application or send us an email at mikrolaen@lhv.ee.

It is important that the application for the grace period reaches us before any arrears occur.

If you need grace leave, please submit an application.

It is important that the application for the grace period reaches us before any arrears occur.

Due to the emergency situation, we are offering a grace period to consumer loan and hire-purchase clients who have encountered difficulties, for a period of up to six months as an exception. The grace period can be taken on the loan principal.

Formalisation of the amendment is free of charge.

All cases will be handled following the effective terms and conditions. We deem it to be an insured event, if it entails an unwanted loss of job or sickness lasting for more than 30 days. However, a lay-off or suspension of an employment contract, as well as a certificate for care leave are not insured events. For more detailed information or for registering an insured event, write to finance@lhv.ee.

To ease the effects of the economic shutdown caused by the coronavirus outbreak and provide relief to companies, the Estonian state in cooperation with KredEx is offering additional measures for companies in the form of guarantees and direct loans. Before contacting the bank, read the conditions and exclusions set by Kredex to make sure that your company meets the conditions for additional measures. For example, the scope of the measures is limited by the wage costs paid by the company; the measures do not extend to car leasing, forestry loans, etc.

How the KredEx assistance for companies is implemented:

  1. Think through the plan for bringing your company out of difficulty.
  2. Contact the bank and apply for a new loan or a longer repayment schedule for an existing loan. LHV is enabling companies in difficulty to take grace periods on payments.
  3. If necessary, LHV will involve KredEx as the surety for the loan.

There is no need to contact KredEx directly; the measures are implemented through the banks. If the aforementioned steps do not result in a positive solution, the company can apply for an extraordinary direct loan from KredEx.

Read more about KredEx’s new services and conditions:

Disputing card transactions

Purchases of many goods and services have been disrupted because of the coronavirus outbreak and related restrictions. There may be an increased need to dispute card transactions if:

  • the product or service did not arrive by the promised date;
  • the product or service ordered did not match the description;
  • you have not received a refund for returned goods or cancelled service;
  • the service provider has gone bankrupt.

For matters related to compensation for cancelled services and travel fares, please contact the merchant first. Only service providers can cancel purchases and in that case there is no need to dispute the transaction through the bank. Some merchants are also prepared to offer alternatives (such as gift certificates or vouchers).

If agreement has been reached with a merchant to cancel the card transaction, please give the merchant 15 days to follow through. In the current situation, the volumes of pending cancelled transactions are extraordinary and it will take merchants more time than usual.

If you decided not to go on a trip, your card transactions related to flights and hotels are unfortunately not subject to compensation. The merchant has fulfilled its end of the transaction and you are unfortunately not entitled to a refund if you decided to cancel. This applies to airlines, hotels and other businesses who have performed their obligations as regards providing service.

You have the right to dispute a card transaction if you cancelled the reservation that were known to you at the time of purchase but the refund has not taken place within 15 days.

If the restrictions established under a state of emergency prevented you from using services provided by the merchant, you are not entitled to dispute the card transaction because the merchant has fulfilled its end of the transaction.

You have the right to dispute a card transaction if you cancelled the reservation that were known to you at the time of purchase but the refund has not taken place within 15 days.

The penalty cannot be disputed if the hotel was open and the service was available. You can cancel the hotel booking pursuant to the hotel’s cancellation terms or try to reach a separate agreement with the hotel.

Unfortunately you are not eligible to dispute a card transaction related to a service that you did not use unless the merchant allowed this at the time of purchase.

If the goods and services are no longer offered, you are entitled to a refund. This is also the case if the merchant cancels the transaction due to government restrictions, insolvency or other exceptional circumstances.

You are not entitled to dispute a card transaction if the transaction was covered by insurance.

Yes, this kind of card transaction can be disputed. If the services are altered or postponed, you are entitled to a refund if the new dates do not work for you. You can decline the proposed alternatives unless this is excluded by terms of service you accepted at the time you purchased the service.

If you bought a travel package, see the terms for the specific package as presented to you at the time of the purchase. That will show whether you are entitled to dispute part or all of the transaction amount.

If you booked each service separately (put together your own package), each merchant’s cancellation terms apply separately to each component.

Yes, this kind of card transaction can be disputed. If the service is cancelled, you have the right to a refund if the alternative solution is not suitable for you, unless the merchant is entitled to offer alternatives and informed you of this at the time you made the purchase.

Unfortunately, additional expenditures and other monetary losses cannot be included in claim.

Yes, this kind of card transaction can be disputed. The merchant is responsible for getting the order to the customer by the promised date.

Travel insurance

Travel insurance of LHV bankcards is provided by If Kindlustus. If the trip is cancelled due to an epidemic, the travel insurance does not cover any damages. We therefore recommend that you contact your airline or shipping company regarding any cancellation or reimbursement of your cancelled flight or ferry ticket.

While abroad, when an outbreak or emergency situation is declared in the destination or transit area of the trip, If will compensate additional cost of transportation and accommodation related to returning to Estonia in accordance to travel insurance (Travel interruption due to evacuation). Read more about the terms and conditions of insurance on the homepage of If.

We would like to draw your attention to the fact that in connection with the period of spreading of viruses, the offices of If Kindlustus are closed to visitors from 16 March. Answers to your questions can be still obtained on the homepage of If at www.if.ee, or by calling the insurance line on +372 777 1211 or writing to info@if.ee.

Security

During this crisis, phishing e-mails also spread more actively than usual, which is why customers should take extra care when carrying out their banking operations on the internet and do all they can to identify potential scams.

LHV never forwards their customers references to the homepage via text messages. If you have received a phishing text message or a suspicious e-mail, inform us at the address info@lhv.ee or security@lhv.ee.

When logging in to internet bank, always make sure that it is the official channel of LHV. This is indicated by the proper URL with functioning links and an appropriate page as well as the small green padlock symbol on the address line of the web browser. The homepage address of LHV always begins with https://www.lhv.ee/ or https://api.lhv.eu/psd2...

Please keep in mind that PIN 2 of a Smart-ID and Mobile-ID is used for signing agreements and confirming payments only. LHV never asks for PIN 2 for logging in to internet bank.

Please see whether you have appropriate limits for your internet bank. Do not keep limits too high, as you can always change their size, if necessary.

Report a malicious page

Read more about security in using banking services

Apply for a grace period


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