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Frequently Asked Questions
Quick answers to the most common questions about accounts, cards, digital channels, loans, exchange, security and support.
Accounts
How do I open an account at BAICV?
Choose the right solution in the Products and services area and visit a branch with a valid ID (national ID, passport or CNI), your tax number (NIF) and a recent proof of address. If you live abroad, you can start the process through the Diaspora & Emigrants area.
Which documents do I need to provide?
As a rule: a valid ID, your tax number (NIF), proof of address and, where applicable, proof of income. Companies also provide their articles of association, the commercial registry certificate and the identification of their representatives.
Can I hold an account or deposit in foreign currency?
Yes, for certain purposes. Confirm the conditions and the applicable exchange rate at a branch or check the Exchange rates page.
Cards
Which cards does BAICV offer?
vinti4 debit cards and Visa cards (debit, credit and prepaid), including the Virtual Prepaid Visa for online shopping. See the conditions for each card in the Products area.
How do I block a lost or stolen card?
Block it immediately in BAIDIRECTO or in the app, or contact your branch. Blocking quickly is essential to prevent misuse — never share codes with anyone during the process.
What is the Virtual Prepaid Visa and what is it for?
It is a virtual card for online purchases: you load only the amount you need and never expose your main card. It is ideal for subscriptions and online shops. Learn how to get one in the Products area.
Digital channels
How do I access BAIDIRECTO?
Access it only through the official address ib.bancobai.cv or the official app. Never use links received by SMS or email and never share your password or confirmation codes.
I forgot my password. What should I do?
Use the recovery option within BAIDIRECTO itself or contact your branch to reset your credentials. For security reasons, the bank never asks for your full password.
Does BAICV ask me for codes by phone, SMS or email?
No. The bank never asks for your password, PIN, confirmation codes or full card details by phone, SMS or email. Any such request is fraud — see the Cybersecurity page.
Transfers and exchange
How do I make a transfer?
You can transfer in BAIDIRECTO, in the app or at a branch. For international transfers you need the beneficiary's IBAN/account and the SWIFT/BIC of the receiving bank. Check timeframes and fees in the Pricing list.
How do I check today's exchange rate?
Check the updated rates on the Exchange rates page. The actual rate for each operation is confirmed at the time of the transaction.
How do I receive remittances from abroad?
You can receive remittances directly into your BAICV account. For recurring transfers, consider solutions dedicated to the diaspora. See the options in the Diaspora & Emigrants area.
Loans
Which types of loan can I apply for?
Home loans, personal loans, car loans and solutions for businesses, among others. Simulate and learn the conditions in the Products area.
How do I simulate an instalment?
Use the simulators available on the loan product pages and on the Invest page. The simulation is indicative; final conditions depend on the risk assessment and the standardised information sheet.
What should I check before taking out a loan?
Always compare the nominal rate (TAN), the annual percentage rate (TAEG), the term and the fees, and make sure the total of your instalments does not overstretch the household budget. See also Financial Literacy.
Security and fraud
How do I recognise a phishing message?
Be wary of artificial urgency ("your account will be blocked"), language mistakes, unfamiliar senders and shortened links. Never reach the bank through received links — always type ib.bancobai.cv yourself.
I suspect I have been a fraud victim. What do I do first?
Act fast: change your password, contact your branch immediately to block cards and access, keep the messages as evidence and file a report with the Judicial Police.
How do I protect my online purchases?
Prefer the Virtual Prepaid Visa, turn on transaction notifications, check your statement regularly and avoid banking on public Wi-Fi networks.
Complaints and support
How do I file a complaint?
Use the complaints form on this portal or visit a branch. Handling follows the bank's Complaints Management Policy, available under Compliance.
How do I report an irregularity?
Use the Whistleblowing Channel. Reports are handled confidentially, under the Whistleblowing Policy.
How do I contact customer support?
Go to the Customer Support area for complaints, suggestions, service requests and whistleblowing, or visit your branch.
Branches, ATMs and POS
Where do I find the nearest branch or ATM?
What are the opening hours?
Each branch's hours are shown on the Branches page. vinti4 network ATMs are available 24 hours a day.
I am a merchant. How do I get a POS?
Discover the payment solutions for your business on POS Solutions and see where terminals already exist on POS Establishments.
