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Questions and answers

wersja polska

Bank Transfers

  1. How frequently is the Pl@net database updated?
  2. Between what hours are orders submitted via the Pl@net system executed?
  3. Between what hours should a transfer be sent to be sure that the operation is executed on a current day?
  4. Between what hours is BNP Paribas Bank Polska posting incoming transfers?
  5. My instruction made via the Pl@net system was not effected. How do I check why?
  6. How can I generate a confirmation of a transfer made?
  7. Is the bank's stamp additionally required on a confirmation generated from the Pl@net system?
  8. What is the difference between a bank statement and account history?
  9. I made a transfer order (a standing order) with an execution date falling on a holiday - when will the instruction be effected?

Cards

  1. I repaid the credit card debt, but the debt amount is still visible in the system. Why?
  2. I've made the credit card debt repayment today. Why is this repayment not immediately visible on the statement in the Pl@net system?
  3. I have a card. On the account history a card transaction is settled, but it is not yet visible on a statement of transactions. Why?
  4. Why is the card I've recently stopped still visible in the system?
  5. Why is the full card number not visible in the system?
  6. I have a Visa Electron card for several years. Why does the system give an incorrect card activation date, i.e. 01/01/2000?

Deposits

  1. I've opened / broken a deposit. The instruction was accepted for execution, but the deposit was opened / broken at the later date. Why?
  2. I've changed a deposit into a non-renewable one. The instruction was accepted for execution, but the deposit has been renewed. Why?
  3. When is the deposit instruction executed if the last day of the Term Deposit maturity is not a business day?

Applying for the Pl@net system

  1. How can I submit an application for making the Pl@net system available?
  2. I do not have an account at BNP Paribas Bank. Can I apply for the Pl@net system?
  3. I do not have an account at BNP Paribas Bank, but I would like to purchase investment funds using the Pl@net system. Is it possible?

Logging in and transaction authorization

  1. What does it mean to log in to the system?
  2. What does it mean to authorize a transaction?
  3. What are the available methods for logging in to the Pl@net system?
  4. What are the available methods for transaction authorization in the Pl@net system?
  5. What does it mean to log in using a masked password?
  6. What does it mean to log in using an electronic signature?
  7. What does authorization using an SMS code mean?
  8. What does authorization using an electronic signature mean?
  9. Which of the logging in methods should I choose?
  10. Can I change my logging in method without changing the transaction authorization method?
  11. How do I change my logging in method?
  12. I've chosen a logging in and transaction authorization method based on an electronic signature. Is one private key enough?
  13. Can I log in to the system using a private key other than the one used for transaction authorization?
  14. I generated several keys. Which one should I use to log in and which to authorize transactions?
  15. While logging in and authorizing a transaction, a form for an electronic signature displays, by default, a key I do not use. Can I choose another key as default?
  16. What is the difference between hiding a key and blocking it?
  17. I've deleted an SMS code. How can I authorize the next transaction?
  18. My telephone has been stolen/ I've lost my telephone, to which I was receiving authorization codes. What should I do?
  19. What is "virtual keyboard" used for?
  20. Where should I save a cryptographic key generated during the first logging in?
  21. Upon logging in, the system displays a message saying that a smart card or USB cryptographic device is missing. What should I do?
  22. I cannot remember where on the disc I saved my private key. How can I find it?
  23. I lost my USB cryptographic device or my smart card. What should I do?
  24. I've forgotten my password, what should I do?
  25. I've forgotten my USB cryptographic device/smart card PIN, what should I do?
  26. My password (or PIN) has been spied on by an unauthorized person. What should I do?
  27. Does a private key have to be visible for the system during the entire Pl@net session?
  28. After what period of system inactivity I would be automatically logged out?

Settings

  1. Why can't I see Help in the system?
  2. How do I change the system language version?
  3. Can I change the way transactions are displayed (the last transactions at the bottom/ on top of the list)?
  4. Can I change the image displayed in the top right corner of the screen?

Technical issues

  1. I am trying to log in using an electronic signature, but I receive an error message saying that a component installation attempt failed. What could be the reason?
  2. Is there one component for appending an electronic signature for all web browsers?
  3. How do I configure the browser correctly so that it supports the components?

 

Bank Transfers

1. How frequently is the Pl@net database updated?  
During the day (by 8:00 p.m.) the Pl@net system is connected to the bank's main accounting system in the on-line mode. This means that all instructions submitted via the Pl@net system are executed on an ongoing basis (as regards transfers to other banks in line with the ELIXIR sessions schedule). Similarly, all changes on the account (change of balance, transaction posting, placing a hold on funds for transactions with payment cards) are immediately visible in the Pl@net system.

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2. Between what hours are orders submitted via the Pl@net system executed?  
Internal transfers (between accounts maintained by BNP Paribas Bank Polska) made via the Pl@net system are executed on an ongoing basis (if made before 8:00 p.m.) or with the nearest business day date (if made after 8:00 p.m., on Saturday, Sunday or any other holiday).

Outgoing domestic transfers (not applicable to ZUS transfers) made via the Pl@net system are executed on business days (except Saturdays) in line with the ELIXIR settlement system session times:

  • Orders submitted on a business day by 2:15 p.m. are executed on the same day:
    • orders submitted before 8:00 a.m. are sent in the first ELIXIR session,
    • orders submitted between 8:00 a.m. and 11:45 a.m. are sent in the second ELIXIR session,
    • orders submitted between 11:45 a.m. and 2:15 p.m. are sent in the third ELIXIR session.
  • Orders submitted between 2:15 p.m. and 8:00 p.m. are posted on the Principal's account on the same day and are executed on the next business day (except Saturdays) in the first ELIXIR session.
  • Orders submitted after 8:00 p.m. or on Saturday, Sunday or any other holiday are posted and executed as of the next business day in the first ELIXIR session.

Transfers in favor of the Social Security Boards (ZUS) made by 8:00 p.m are posted on the Principal’s account and executed on the same day.
Transfers made after 8:00 p.m. or on Saturday, Sunday or any other holiday are posted and executed as of the next business day.

Cross-border transfers made via the Pl@net system by 1:00 p.m. are executed on the same business day. Transfers made after 1:00 p.m. or on Saturday, Sunday or any other holiday are posted and executed as of the next business day.

Currency conversion (i.e. orders submitted on a "Currency Conversion" form) made via the Pl@net system on business days by 4:00 p.m. are executed on the same day. Currency conversion orders submitted after 4:00 p.m. or on Saturday, Sunday or any other holiday are executed as of the next business day. 

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3. Between what hours should a transfer be sent to be sure that the operation is executed on a current day? 
Domestic transfers

All domestic transfers made via the Pl@net system before 8:00 p.m. are transferred to the bank's main accounting system in the on-line mode. As regards internal transfers (into accounts held with BNP Paribas Bank Polska) a transfer instruction is executed on an ongoing basis. Outgoing transfers (made to the accounts with other domestic banks - not applicable to ZUS transfers) are executed during several ELIXIR clearing system sessions at agreed times.
In order to enable BNP Paribas Bank Polska to send an outgoing transfer to another bank on a current day, the instruction should be submitted by 2:15 p.m. Outgoing transfers made between 2:15 p.m. and 8:00 p.m. will be posted on the Customer's account with a current date, but sent on the next business day. All transfers submitted after 9.00 p.m. or on Saturdays, Sundays or other holidays will be posted and sent with the next business day date.

Cross-border transfers
As regards cross-border transfers no definite session times are applied (as in the case of ELIXIR). Transfers are posted on an ongoing basis by 3:00 p.m.

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4. Between what hours is BNP Paribas Bank Polska posting incoming transfers? 
Internal incoming transfers (between accounts maintained by BNP Paribas Bank Polska) are posted on an ongoing basis (if made before 8:00 p.m.) or with the nearest business day date (if made after 8:00 p.m., on Saturday, Sunday or any other holiday).

External incoming transfers (domestic) are posted according to the agreed times of the ELIXIR clearing system sessions.
I session - between 11:00 a.m. and 12:00 a.m.
II session - between 2:30 p.m. and 3:00 p.m.
III session - after 5:00 p.m.

External incoming transfers (cross-border)
As regards cross-border transfers no definite session times are applied (as in the case of ELIXIR). Incoming cross-border transfers are posted on an ongoing basis by 6:00 p.m. Transfers that the bank receives after 6:00 p.m. are posted on the Recipient's account on the next business day. 

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5. My instruction made via the Pl@net system was not effected. How do I check why? 
Through internal correspondence, the system informs its user about rejecting an instruction. The message received includes details of an instruction that was rejected as well as the reasons for its rejection.
Please note: at the moment, the Pl@net system does not generate notices about a failure to execute a given payment under a standing order. A branch employee will notify you by phone about a failure to execute an order.
To check messages, after logging in to the system, go to "Others" tab and then to "Correspondence with the bank" tab. An envelope image that appears in the top left corner of the screen informs a user about a new message received. 

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6. How can I generate a confirmation of a transfer made? 
A confirmation should be generated at the level of account history or account statement. After displaying the account history (or account statement) you should look for a transfer sent, for which you want to generate a confirmation. The instruction details, for which it is possible to generate a confirmation, are underlined. After clicking on the details, a confirmation of the transfer execution is generated automatically. This confirmation may be printed or saved as a PDF file.
Please note: to review files in a PDF format it is required to install the Adobe Reader program, which is available free-of-charge at the producer's website www.adobe.com.

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7. Is the bank's stamp additionally required on a confirmation generated from the Pl@net system? 
No. Confirmation in the Pl@net system is prepared pursuant to Article 7 of the Banking Law. So it is an electronic document that does not require a signature or a stamp.

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8. What is the difference between a bank statement and account history? 
An account statement includes a list of all operations made on the Customer's account in a standard period of time, i.e. one calendar month for Individual Customers and one day for business entities, whereas an account history may include any period of time specified by the dates entered in the fields "From (date)" and "Until (date)". Moreover, you may use a transaction filtering function (with predefined or own filters) within the account history option.

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9. I made a transfer order (a standing order) with an execution date falling on a holiday - when will the instruction be effected?
Payments made within standing orders and transfers to be executed at a specified future date, for which the execution date falls on a holiday (also including Saturdays), shall be executed on the last business day preceding the requested date.

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Cards

1. I repaid the credit card debt, but the debt amount is still visible in the system. Why? 
The Pl@net system shows details of the last card account statement generated. Details in the system will change only when a new card account statement is generated.

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2. I've made the credit card debt repayment today. Why is this repayment not immediately visible on the statement in the Pl@net system?
The date on which information about the credit card debt repayment appears on a statement is a result of a specific nature of card settlements and dependence between the card system and the Pl@net system. If a credit card debt repayment was made by 4:00 p.m. on a given day, it should be visible on a credit card account statement after one business day. If the repayment is made after 4:00 p.m., it should be visible in the Pl@net system after two business days.

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3. I have a card. On the account history a card transaction is settled, but it is not yet visible on a statement of transactions. Why?
The date on which information about a transaction appears on a statement is a result of a specific nature of card settlements and dependence between the card system and the Pl@net system. When a transaction is posted on account history, it should appear on a statement of transactions after one business day.

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4. Why is the card I've recently stopped still visible in the system?
A card is visible in the system for one more month after its stop.

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5. Why is the full card number not visible in the system? 
The full card number is not displayed in the system for security reasons. It prevents any third person, who has spied on the card number and its expiry date, from e.g. executing a transaction. The full card number can be seen when using the Card data function.

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6. I have a Visa Electron card for several years. Why does the system give an incorrect card activation date, i.e. 01/01/2000?
BNP Paribas Bank changed its card servicing system. If the card activation field shows 01/01/2000, it means that the card was transferred from the previous card servicing system. After the nearest activation of a renewed card, the system will display a correct date.

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Deposits

1. I've opened / broken a deposit. The instruction was accepted for execution, but the deposit was opened / broken at the later date. Why?
Instructions (regarding opening a new deposit or breaking the existing one) made after 8:00 p.m. or on Saturday, Sunday or any other holiday are posted and executed as of the next business day.

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2. I've changed a deposit into a non-renewable one. The instruction was accepted for execution, but the deposit has been renewed. Why?
An instruction to change a deposit, made after 8:00 p.m. or on Saturday, Sunday or any other holiday is executed as of the next business day. This means that changing the deposit into a non-renewable one was ordered after its renewal and will be executed at the next renewal date.

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3. When is the deposit instruction executed if the last day of the Term Deposit maturity is not a business day?
In the event that the last day of the Term Deposit maturity is not a business day, the Term Deposit shall mature upon the nearest business day following that day.

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Applying for the Pl@net system

1. How can I submit an application for making the Pl@net system available? 
You can apply for making the Pl@net system available in a bank branch.

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2. I do not have an account at BNP Paribas Bank. Can I apply for the Pl@net system?
Yes. To use the Pl@net system you don't have to hold a current account. It is sufficient to have at least one product from offered by BNP Paribas Bank Polska SA, e.g. a loan or a credit card.

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3. I do not have an account at BNP Paribas Bank, but I would like to purchase investment funds using the Pl@net system. Is it possible?
No. To service investment funds via the Pl@net system it is necessary to hold an account with BNP Paribas Bank.

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Logging in and transaction authorization

1. What does it mean to log in to the system? 
In order to start using the Pl@net system, it is necessary to log in to the system. This process is described as authentication as it requires proving that a proper person is logging in to the system. There are two logging in methods in the Pl@net system: The first method involves entering a login (user name) and selected characters from a password. Such a password is called masked as some characters are hidden and it is not required to enter them. The second method involves entering a login and appending an electronic signature generated using a USB cryptographic device or a smart card.

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2. What does it mean to authorize a transaction?
When an operation is to be performed in the system (e.g. an external transfer), the system will ask you to confirm this operation, i.e. to authorize a transaction. It is an additional security measure to prevent unauthorized persons from executing operations in the system. This authorizing procedure may be compared to e.g. affixing a signature under a transfer instruction in a branch. Authorization method depends on a chosen logging in method. If you log in to the system using a masked password, you authorize transactions with an SMS code. If you log in to the system using an electronic signature, you authorize transactions with an electronic signature as well; the signature is generated using a USB cryptographic device or a smart card.

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3. What are the available methods for logging in to the Pl@net system?
There are two methods of logging in to the Pl@net system:

  • Logging in using a masked password - then transactions are authorized with an SMS code.
  • Logging in using an electronic signature - then transactions are also authorized with an electronic signature (generated using a USB cryptographic device or a smart card).

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4. What are the available methods for transaction authorization in the Pl@net system?
There are two methods of transaction authorization in the Pl@net system:

  • Authorization with an SMS code - if you log in using a masked password.
  • Authorization with an electronic signature (generated using a USB cryptographic device or a smart card) - if you log in using an electronic signature.

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5. What does it mean to log in using a masked password?
When you log in, the system asks you to type a user name (login) and then only selected characters from the password. During the next logging in, the system will ask you to type a different set of characters from the password. It is supposed to protect your password against spying or collecting by spyware. As regards logging in using a masked password, selected transactions are authorized with an SMS code.

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6. What does it mean to log in using an electronic signature? 
When logging in to the system it is required to enter the user name (login) to be followed by PIN for a USB cryptographic device or a smart card, on which a private key needed to append an electronic signature is stored. You must also have a USB cryptographic device or a smart card, on which your key is stored. When logging in with an electronic signature, you authorize external transactions also with an electronic signature.

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7. What does authorization using an SMS code mean? 
During the authorization process, the system will generate a code, which will be delivered to you to a predefined cellular phone number. For each transaction ordered in the Pl@net system (that requires a signature) a separate, one-time SMS code will be generated. On the confirmation screen the system will display a filed, in which the received code should be entered.

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8. What does authorization using an electronic signature mean?
When authorizing transactions, the system asks you to enter a PIN for a USB cryptographic device or a smart card, on which a private key necessary to append an electronic signature is stored. You must also have a USB cryptographic device or a smart card, on which the key is stored.

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9. Which of the logging in methods should I choose?
When choosing a logging in method it must remembered that the chosen method affects a transaction authorization method too. If you choose logging in using a masked password, your transactions will be authorized with SMS codes. If you log in using an electronic signature, your transactions will be authorized also with an electronic signature.
Both logging in and transaction authorizations methods are equivalent, and their choice depends on the user's preferences. Masked password and SMS codes are recommended to users who use many different computers to log in to the Internet banking system. However, it should be remembered that the bank warns users about logging in to the system from untrusted computers (e.g. available in Internet cafés). Masked password and SMS codes require neither any additional devices (except for a mobile phone) nor installation of any additional software on a computer. Electronic signature requires a USB cryptographic device or a smart card as well as installing an appropriate software to support cryptographic devices and signature generating components. Administrative rights are required to install such software on a given computer. If you have been granted the aforesaid rights or are able to obtain them when you log in for the first time, you may choose a method of logging in and transaction authorization.

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10. Can I change my logging in method without changing the transaction authorization method? 
No. The system does not permit such a change. The logging in method is closely related to the transaction authorization method. If you log in using a masked password, then selected transactions are authorized with SMS codes. If you log in using an electronic signature, then selected transactions are authorized also with an electronic signature.

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11. How do I change my logging in method?
To change the logging in and transaction authorization methods, go "Others" tab in the main menu, and then click on the "Change of logging in and authorization method" function in the side menu. Logging in method change requires authorization.

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12. I've chosen a logging in and transaction authorization method based on an electronic signature. Is one private key enough?
Yes. It is possible to log in to the system and authorize transactions using the same private key.

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13. Can I log in to the system using a private key other than the one used for transaction authorization?
Yes, provided that both keys are active.

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14. I generated several keys. Which one should I use to log in and which to authorize transactions? 
You may use any active key, provided that you remember the PIN that secures a USB cryptographic device or a smart card, on which keys are stored.

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15. While logging in and authorizing a transaction, a form for an electronic signature displays, by default, a key I do not use. Can I choose another key as default? 
Yes. To do so select "Settings" in the menu available on the grey menu bar on the top of the screen and then choose an appropriate key from the drop-down list, which will be set as default.

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16. What is the difference between hiding a key and blocking it?
Hiding a key is an organizational function. If you have several keys you may hide some of them. Then, they won't be displayed on a drop-down list of available keys when logging in or authorizing an instruction. A hidden key may be displayed again at any time,
whereas blocking a key is an irreversible operation. A key should be blocked in the case it is lost or there is a suspicion that it got into the wrong hands. Such an instruction can be placed individually via the Pl@net system (by using the "Others" function -> "Keys management", or via the Call Centre (801 367 847)).

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17. I've deleted an SMS code. How can I authorize the next transaction?
The system generates a separate SMS code for each operation that requires a signature and is executed in the system. If you deleted the message containing an SMS code, try again to determine a transaction you want to execute. A new SMS code will be generated, with which you will be able to authorize the defined transaction.

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18. My telephone has been stolen/ I've lost my telephone, to which I was receiving authorization codes. What should I do?
If you block the telephone and then obtain a SIM card duplicate with the same telephone number, you don't need to do anything. If you want (or must) use another telephone number or change the logging in method to an electronic signature, you must go to any bank branch in order to submit a proper application to change the telephone number, to which you will receive SMS codes.

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19. What is "virtual keyboard" used for?
With "Virtual Keyboard" you can enter your password by choosing appropriate characters from a keyboard displayed on your screen. This helps to protect you against any spyware installed on your computer that tries to read the characters typed on your standard keyboard.

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20. Where should I save a cryptographic key generated during the first logging in? 
Keys used to generate electronic signatures may be stored only on cryptographic devices - USB cryptographic devices or smart cards.

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21. Upon logging in, the system displays a message saying that a smart card or USB cryptographic device is missing. What should I do?
Make sure that a USB cryptographic device or smart cards reader is connected to the computer and the card has been properly inserted into it. Moreover, make sure that Comarch SmartCard software for supporting cryptographic devices has been properly installed on the computer and that the USB cryptographic device or smart card reader drivers have been installed.

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22. I cannot remember where on the disc I saved my private key. How can I find it?
Since April 2008 private keys for the Pl@net system cannot be stored on hard discs, but on cryptographic devices only, i.e. USB cryptographic devices or smart cards.

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23. I lost my USB cryptographic device or my smart card. What should I do? 
You should block a key (or keys), which was stored on a USB cryptographic device or smart card you lost - to do so call BNP Paribas Bank Call Centre at 801 367 847 or 22 566 9300. Then, go to your bank branch and get your new USB cryptographic device or smart card, and the so-called starting package necessary for another logging in.

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24. I've forgotten my password, what should I do?
Visit your bank branch and get a starting package necessary for another logging in.

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25. I've forgotten my USB cryptographic device/smart card PIN, what should I do?
If you remember or wrote down the PUK (Personal Unblocking Key) use it to unblock your cryptographic device or smart card and determine a new PIN.
However, if you also do not remember you PUK, you need to initialize it again (i.e. define new PIN and PUK) in order to use your cryptographic device. Start the Comarch SmartCard Toolbox application (you will find it in the Start Menu). Then, select a smart card or cryptographic device you wish to initialize and choose "Initialize a card/USB device" option from the "Card/USB device" menu. During initialization of a cryptographic device, all keys stored on it will be lost, so you will have to go to a selected bank branch and get the so-called starting package necessary to log in again and generate new keys.

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26. My password (or PIN) has been spied on by an unauthorized person. What should I do? 
If it was a masked password - change it. To do so log in to the system, go to "Others" tab and select "Password change" from the side menu. You must authorize password change.
If it is a USB cryptographic device or a smart card PIN, change it by using the "PIN change" option - to do so use the "Smart card/USB cryptographic device management" function from "Others" menu or Comarch SmartCard Toolbox program, which you will find in the Start menu.

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27. Does a private key have to be visible for the system during the entire Pl@net session?
No. The Pl@net system requires a private key only at the moment of logging in to the system and when affixing an electronic signature to authorize selected transactions. Once you've logged in to the Pl@net system, you may disconnect the USB cryptographic device or a smart card. If during the same session you wish to affix your electronic signature to authorize your instructions/orders, you just need to reconnect your USB cryptographic device/ smart card.

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28. After what period of system inactivity I would be automatically logged out?
You will be automatically logged out of the system after 15 minutes of inactivity.

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Settings

1. Why can't I see Help in the system?  
Help section in the Pl@net system can be shown / hidden by clicking on the "Show / Hide help" link visible in the menu on the grey bar on the top of the screen.

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2. How do I change the system language version?
To change the language version click on "Polish" or "English" link appropriately in the menu on the grey bar on the top of the screen.

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3. Can I change the way transactions are displayed (the last transactions at the bottom/ on top of the list)?
Yes. Click on "Settings" link available in the menu on the grey bar on the top of the screen and select a method of transaction sorting that suits you best. Then, save this change by clicking on "Save settings" button.

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4. Can I change the image displayed in the top right corner of the screen? 
Yes. Click on "Settings" link available in the menu on the grey bar on the top of the screen and select an appropriate image. Then, save this change by clicking on "Save settings" button.

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Technical issues

1. I am trying to log in using an electronic signature, but I receive an error message saying that a component installation attempt failed. What could be the reason?
If you use the Microsoft Internet Explorer check if you have been granted administrative rights on a given computer. They are necessary for using this browser to log in for the first time and install the component.
Check if your browser has been correctly configured to support the Pl@net system.

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2. Is there one component for appending an electronic signature for all web browsers?
No. Component type and name depends on the type of web browser used.

  • For Internet Explorer it is ActiveX format (file name: SignActivXFortis.cab)
  • For Mozilla Firefox (for Windows) it is a browser plug-in (files NPSignPluginFortis.dll and npsignfortis.xpt).

Opera browser (in Windows system) and operational systems other than Windows (e.g. Linux or MacOS) do not support cryptographic devices used to generate electronic signatures (USB cryptographic devices and smart cards).

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3. How do I configure the browser correctly so that it supports the components?
a) Microsoft Internet Explorer - ActiveX component

b) Mozilla Firefox - plugin xpi (Windows)

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