Your Queries, Answered with Care

We understand that when it comes to your banking journey, questions may arise. That's why we've put together a comprehensive list of frequently asked questions (FAQs) to guide you every step of the way. Think of this section as your reliable companion, offering insights into account setup, transactions, fees, security, and more.

We're here to provide you with clarity and confidence. Exploring this section will empower you to make informed decisions, maximize the benefits of our services, and embark on a seamless banking experience.

No question is too small, and every inquiry matters. Dive into our FAQ section, and if you don't find what you're looking for, remember, our support team is just a call or an email away. Your journey with us is our priority, and we're excited to assist you at every turn.

How do I download the IBAS app?

If you're an iOS (Apple) user, visit the Apple Store, or if you're an Android user, go to the Play Store. Search for IBAS in the search bar, then click "Get" or "Install."

What's the process for installing and opening an account with IBAS?

Once you've downloaded IBAS, the installation will begin automatically. You'll need to provide necessary commands and authorizations during this process. To open an account, you'll need a valid phone number to receive a unique authentication and verification code via SMS.

What's the next step after opening an account with IBAS?

You'll need to upload an ID proof, an invoice showing your address, and a selfie for an individual account, or a business certificate and authorization proof for a business account. Our authorized IBAS team will activate your account after necessary verification.

Does IBAS work without a bank account?

Yes, IBAS operates independently from banks, yet maintains a close partnership with them.

Does IBAS access my bank account or transaction history?

No, IBAS does not have access to your bank account history.

Can I withdraw cash from IBAS?

You can withdraw money from IBAS ATMs across Kosovo, transfer funds to your bank account, or use bank services for cash withdrawals.

What are the transaction fees?

Most of IBAS's services are free, but you'll be notified of any fees before each transaction. You have the option to cancel a transaction if the fees aren't acceptable.

How do I receive money? Do I need a password?

To receive money, provide the sender with your IBAS account number, which is your mobile phone number. No password is needed.

What information is needed for payments?

For bills or invoices, enter the bill number or scan the bill. For in-store payments, you can scan-to-pay or tap-to-pay, completing the payment in seconds.

Can I process payments offline?

Some services are available offline, and we're working to extend this capability to all services.

Who do I contact for bill-related questions?

Contact the issuer of the bill directly.

If I have questions or registration issues, who can I contact?

Contact us at 038600300 or email

Can I cancel a payment I've made?

Once a payment is confirmed with IBAS, it cannot be canceled. If a mistaken payment occurs, contact the payee for reimbursement.

Can I change my phone number?

Yes, visit the IBAS office in person with identification due to security reasons.

How do I add funds to IBAS from my bank account?

You can add funds through employers, contractors, your bank (eBanking, mBanking, or in-person), IBAS app, or soon with Visa, MasterCard, or Maestro credit cards.

Can I use IBAS without a bank account?

Yes, you can use IBAS without a bank account.

Is IBAS a safe service?

Yes, IBAS is PCI DSS certified and adheres to EU PSD v.2, encrypting sensitive data.

Can I cancel approved loans or overdrafts?

Yes, at any time.

Thank you for choosing IBAS for your banking needs!

We're thrilled to welcome you on board. In compliance with regulatory requirements, we kindly request you to download our app and commence the KYC/KYB process, which is a legal prerequisite for opening a banking account.

The process is straightforward and comes with the necessary guidance.

Experience Innovative Banking and Attractive Solutions (IBAS) to the fullest!

Choose the store for downloading the application.

Dear applicant,

We are happy to inform you that you applied successfully. Our team will contact you soon and will let you know for the next steps.

I/E nderuar,

Jemi të lumtur t'ju informojmë se keni aplikuar me sukses. Ekipi ynë do t'ju kontaktojë së shpejti dhe do t'ju njoftojë për hapat e ardhshëm.

We regret to inform you that your application was not successful. This outcome could be attributed to technical issues or internet interruptions. We encourage you to consider reapplying at a later time.

Me keqardhje ju informojmë se aplikimi juaj nuk ishte i suksesshëm. Ky rezultat mund t'i atribuohet çështjeve teknike ose ndërprerjeve të internetit. Ne ju inkurajojmë të konsideroni riaplikimin në një kohë të mëvonshme.