The beginning of 2026 was marked by one of the most important changes in consumer banking on the Croatian market.

With the entry into force of new regulatory rules, banks operating in Croatia have been required since January to allow clients to open and maintain a current account with a basic package of services free of any charge. This is a socially sensitive measure that will be of particular importance for pensioners, students, and citizens with lower incomes, for whom every saving on monthly expenses represents an important item in the household budget.

Although the news is highly positive at its core, the first days of implementation show that the path to a free account is not automatic and requires a certain level of proactivity from clients. It is important to emphasize that banks do not activate this service on their own initiative for existing clients, but rather almost all banking institutions have set a personal visit to a branch as a key prerequisite, where the client must submit a request to switch to a basic account.

What exactly does the free package include?

The legislator has precisely defined what must be made available to citizens free of charge. This legally guaranteed free package includes opening, maintaining, and closing the account, as well as issuing one debit card that can be used for payments at all points of sale. The package also covers receiving all payments in euros, which includes salaries, pensions, and other regular income.

When it comes to cash, deposits into the account and cash withdrawals are also free of charge. However, in that segment there are operational differences because the rules are not fully uniform across the entire market. Details such as the number of free cash withdrawals at ATMs of other banks still depend on individual policies and the current development of ATM network regulation, so clients are advised to check the specific conditions of their bank.

Online or mobile banking?

The item concerning digital services sparked the most public debate. The package must contain one electronic service, whereby the bank independently decides whether it will offer online banking via computer or mobile banking via an app.

The largest banks in Croatia decided to include primarily online banking in the free package. However, this is not a universal consensus nor a rule without exception. Some banks, depending on their business policy and desire to attract clients, may offer mobile banking even within this free model, although the current market trend is such that the option of banking via computer predominates.

Mobile applications can often be considered premium services that require more complex infrastructure, which is why many institutions keep them in paid packages.

Citizens expected a wider choice

It is precisely this gap between expectations and reality that led to a certain disappointment. When the services included in the basic package were mentioned in public, it was often stated that online or mobile banking was ensured, but it was not always clearly indicated who makes the final decision on the choice, the user or the bank. 'They said we could choose the mobile app, but that is not true. The bank chooses,' emphasizes a dissatisfied client. In reality, it is the bank that decides which of the digital services it will offer within the basic package. Because of this, many citizens, accustomed to the speed and convenience of smartphones, feel shortchanged because they expected complete digital freedom.

What does this mean for Croatia?

Despite the initial misunderstandings regarding digital channels, the introduction of a free basic account represents a major step forward for Croatia. The possibility of receiving a salary or pension now officially becomes free of charge, thereby correcting the previous practice under which citizens had to pay a fee to the bank just to receive their own earned money. This measure ensures that the right to financial inclusion does not depend on an individual's financial status. For Croatian citizens, this means guaranteed financial security and the elimination of the fear of accumulating costs due to having a bank account, which is now necessary for life.

In conclusion, banks have fulfilled their legal form, but the implementation has clearly shown the boundary between a basic need and comfort. While free account maintenance has now become a fundamental right, modern mobile banking for most of the market still remains in the sphere of a commercial service.