Legal

he website https://www.tinaba.bancaprofilo.it/, along with all its related extensions and subdomains, is the exclusive property of Tinaba S.p.A., created for informational and communication purposes.

The Tinaba brand and all product names displayed on the website pages (including their respective logos), as well as all other distinctive signs, names, images, and slogans related to them, are the exclusive property of Tinaba S.p.A.; any use or reproduction of them for any purpose or by any means is strictly prohibited and will be prosecuted according to the law.

The web pages that make up the Website and their contents (including: texts, images, graphics, sounds) are protected by copyright owned by Tinaba S.p.A.; therefore, reproduction, duplication, publication, or transmission of them (in whole or in part) in any form or manner is forbidden.

Netiquette, or online etiquette, is a set of guidelines useful for participating in digital community projects, websites, and apps.

As a general rule, do not post initiatives:

that contain insults, offensive or discriminatory language regarding any type of ideas, gender, race, or religion;
that include messages violating others’ privacy, intellectual property rights, or, in any case, without the author’s consent.

We suggest you consider the usefulness and/or public interest of your initiative before making it public and to use correct and appropriate italian to ensure it can be understood.

Systematic violation of one or more of these principles will lead to the removal of the initiative at the sole discretion of Tinaba S.p.A.

For any comments or requests, please write to info@tinaba.it; we will respond as soon as possible.

How to behave in case of securety issues

If the user suspects a security issue, they should act immediately while staying calm.
Not intervening right away can worsen the consequences, and calling Customer Support is NOT always the first step to take.

First, it is necessary to assess which of the following descriptions best fits the problem:

I can access my account, but I suspect someone else knows my login credentials and is using or might use them;
I can access my account and believe my login credentials are secure, but there appear to have been unauthorized activities on my account;
I cannot access my account and suspect someone else is using it instead of me.

Below is how to proceed:

“I can access my account but suspect someone else knows my login credentials and is using or might use them.”

The best thing to do is to log in and change your access code, even if you are not sure it has been compromised. Fraudsters often use programs that can identify access codes, so it is better to change it to avoid being detected. If you can still access your account, changing the code can be done faster.

To change your access code:

Log into the App and go to the Menu
Select the “Settings” icon at the top right, then “Security” and “Access Code”
Choose your new access code carefully and avoid using one similar to a previously used code.

“I can access my account and believe my login credentials are secure, but it seems unauthorized activities have been performed in my account.”

Once logged in, carefully review the list of activities shown to make sure they correspond to legitimate actions you performed.

There is a big difference between “I don’t remember making this payment” and “I am certain I did not make this payment.” For this reason, do not report a payment as unauthorized unless you are sure you did not authorize it.

If you detect unauthorized activities, report them to Tinaba by contacting Customer Support (Toll-Free Number: 800 694 950, available Monday to Friday from 09:00 to 17:00).

It is recommended to report unauthorized activities only after changing your access code so you regain control of your account.

“I cannot access my account and suspect someone else is using it instead of me.”

If you can no longer access your account, follow the procedure to restore your access code:
Open the app, select the link at the bottom “Lost your Access Code?” and follow the steps to get a temporary code that will allow you to reset your access code.

Recognition of the true website and App

We use all available means to prevent others from falsifying the Tinaba website and the Tinaba app for smartphones and tablets.

However, our commitment to this will never be 100% effective: someone could operate pretending to be us before he can be identified.

If a user mistakenly believes, for example, that a fake website is the official one and logs in, they would disclose their data to the fraudster. If the user has encountered such an experience, please refer to the section “How to Act in Case of Security Issues” above.

To be sure to access to the real website:

Do not use links to access the site. The code behind a link that leads to a reference site is not visible, so it is impossible to know for certain the destination page. A link is safe only if the user knows its source, which is not always the case. Some emails that look like they are sent by us may actually come from other parties or scammers; therefore, avoid using access links to the App contained in such emails. Links found on websites with unknown or unreliable sources can also redirect to sites that imitate ours. The best way to be sure you are accessing the real site is to type “bancaprofilo.tinaba.it” directly into the browser address bar and press Enter.

Check the address bar. Once you have accessed a site similar to ours, carefully look at the address bar at the top of your browser window. The address should look like this (with some variations depending on the browser used): see image 1 – see image 2.
In this example, “https” and the closed padlock symbol indicate that the connection between your browser and the Tinaba server is encrypted.
If the address bar is yellow or red, if the connection is not secure (the padlock is open or “https” is missing), or if you are not connected to our site (the address is different from bancaprofilo.tinaba.it), do not log in. Scammers may use our name without authorization, but it is much harder for them to use the name of our Internet domain, i.e., bancaprofilo.tinaba.it, so be careful and check.

In this example, “https” and the closed padlock symbol indicate that the connection between the browser used and Tinaba server is encrypted. If the address bar is yellow or red, if the connection is not safe (the padlock is opened or “https” is not stated) or if not connected to our site (different address from tinaba.com), do not access. Fraudsters may use our name without authorisation, but it is much more difficult that they use our Internet domain name, which is tinana.com, therefore it is better to pay attention and to control.

To be sure to install the true Tinaba App on the own mobile device, the user must download the app via official Players: Google Play and Apple Store.

Safe use of Tinaba App

About the safe use of Tinaba App view above in relation to how to behave in case of safety issues.

The wallet represents a digital wallet by which the user is always aware of its availability and its financials.

Finding the right balance between convenience and security is not always easy: we do not usually contact the user when a security check would add no value; however, if the situation requires it, we ask them to cooperate and protect themselves by verifying they are dealing with the actual owner and not an impostor.

It is the user’s responsibility to follow the recommendations contained on this webpage and to ensure that the devices used to access our systems are secure.

Effective Access Codes

To locate a five-digit code a system must try 100.000 possible combinations.

We suggest to avoid predictable sequences as “12345”, “36987”, “54321” or “00000”, simple to digit on a normal keyboard.

We also recommend not to use the same access code on different apps and not to use the same sequence of numbers for Access Code and Device Pin.

How to recognise the user

The customer accesses the App by entering their credentials (phone number and access code), which generally indicates that they themselves are performing the operations.

The security of this method depends on the user’s ability and attention to keep their access data confidential. By disclosing their access code, the user gives others the ability to control and use money through the app.

Users are advised never to disclose their access data. Please refer to the section “How to Act in Case of Security Issues” above if you believe someone else knows your access credentials.

Our staff never asks users for their access code; such information is recorded and encrypted in our system and cannot be viewed by others. Therefore, exercise the utmost caution in not sharing your access code with third parties.

If a user loses their access code, they can follow the procedure to receive a temporary code that allows them to access the app and personally reset their code.

Another method that guarantees user authenticity is access via fingerprint recognition (Fingerprint or Touch ID), if supported by the user’s device.

Additionally, entering a personal PIN to authorize many functions within the app (including transactions over €25) provides an additional layer of control and security assurance.

Maintaining the account and money security

It is important that the user performs all necessary actions to maintain control over their account.

An account is presumed to belong to a single individual.

We advise users to avoid disclosing their access data, especially phone number, access code, and PIN. If this happens, immediately change the access code by opening the Tinaba app, selecting the Settings icon, clicking on “Security,” and then “Access Code” to set a new one.

See the section “Effective Access Codes” for tips on creating your Access Code and PIN.

Communication with costumers

What communication channels do we use with customers and the community?

Email: Used to send general communications to all users, drawing attention to content of various kinds. Confidential data will never be requested directly via email; however, in exceptional cases, email may be used to inform the customer that a service notification related to confidential data management will be sent within the app.
In-app Service Notifications: Located in a dedicated section within the App, visible only after logging into the Tinaba App, thereby offering a higher level of security. These notifications communicate specific content related to activities on the user’s account. However, since the user must log in to the app, this method may be less effective than email for capturing their attention.
Push Notifications: Will only be received if the device settings (configured by the user) allow the Tinaba App to send them. They serve the same purpose as the emails described above, enabling the user to be informed about specific activities requiring their attention.
Phone Support: Allows direct communication with the user in case of any irregularities. It also represents a secure channel for the user to communicate directly with Tinaba and receive the necessary assistance if any issues or suspicions arise.
Live Chat Support: Enables real-time communication with support to receive assistance and specific information.
Official Website and Social Media: Important channels for communications. The official website also provides access to a secure, protected area where business profiles can monitor all their transactions.

In this section, you can access the various informational documents required by the Banking Transparency regulations and other regulations relevant to customers, regarding the services and products offered by Banca Profilo through the Tinaba App.

Legal

Terms of use

Netiquette

Safety regulations

Transparency

General terms of use