Frequently asked questions

1. Can I give my card number and expiry date by e-mail or over the phone?

You may sometimes be asked for your card number and expiry date on the phone, for instance when booking a trip or a hotel room. If you consider the other party to be reliable, you can give your card number and expiry date over the phone. If you are not sure, contact your bank.

Never give any card details by e-mail. Especially, never ever give your PIN to anyone under any circumstances.

2. How do I know that the ATM or unattended payment terminal I am using is safe and does not have a skimmer attached?

Whenever using a terminal, you may assume that it is safe.

However, if you notice something out of the ordinary, notify the service provider maintaining the terminal. You can find the service provider’s contact information on the terminal itself. Do not use the terminal yourself.

3. My online banking or my credit card statement shows transaction for amount and at location that I do not recognise. What do I do?

Contact your bank’s customer service to find out what these transactions are. If customer service is not available at that moment, contact your bank’s card blocking service and have the card cancelled. Notify your bank of the unauthorised transactions as soon as possible.

If the amount is familiar but the store's name is not, review your transaction receipts. In some cases, the name on the shop door may not be the name under which transactions are recorded. Your receipt should show the same name that appears on your invoice or in your online banking.

4. My card has been fraudulently used. What is the bank’s liability and what is mine?

All cases of fraudulent use are handled on a case-by-case basis. If your card was lost or stolen, your liability ended when you cancelled your card by contacting your bank’s card blocking service.

If your card details have been fraudulently used because your card was copied or compromised in a data breach, you are not liable for any damage caused – but only if you cancel your card immediately when you discover such fraudulent use and contact your bank.

5. When abroad, should I give my card to a sales assistant or waiter to take away?

It is not recommended to give your card to a sales assistant or waiter to take away. The payment transaction should be conducted so that the card is in your sight at all times. If your card is taken out of your sight, check subsequent transactions carefully in your online banking service or on your next credit card statements.

6. I have reported my card lost, but transactions still appear in my online banking service / on my credit card statement. How is this possible?

The transactions were probably done before the card was cancelled. Contact your bank. If you do not recognise the transactions, file a police report.

7. I have purchased a security service that I can notify if any of my cards goes missing. What is the distribution of liability between such an enterprise and the bank with regard to the date of notification of a lost card?

If your card is lost or stolen, your liability ends when your bank’s card blocking service has received a notification to cancel the card.

If you have a third-party security service and transactions are done on your card after you notified the service to cancel the card, you must contact the security service to investigate the matter.

8. My card got lost, and my PIN was also in the wallet, hidden. What is my liability if the card is misused?

Your liability ends when you report the card as lost, by contacting either the card blocking service or your bank. All transactions done before you report the card as lost remain your liability. Never store your PIN so that it can be associated with your card by someone else.

9. How do I know that an online store is safe and I can give them my card details?

Websites that use full authetication are the best protected. Full authetication services include Verified by Visa and MasterCard SecureCode.

If the website does not support full authentication, make sure that it is adequately protected. An encrypted website can be identified by an unbroken lock or key icon at the top or bottom of your browser window and by the address (URL) beginning with https:// instead of http://.

»Instructions for online shopping

10. I lost my card and cancelled it as soon as I noticed this. How do I know that the card has not been fraudulently used before I reported it as lost?

Contact your bank to find out about transactions that may have been conducted using the card.

11. When and why should I report an offence to the police if my card is lost or fraudulently used?

You should always file a police report as soon as your lost card has been fraudulently used. A report must be filed so that the police can investigate the matter and possibly catch the perpetrators. In some cases, your bank will need a copy of the police report to establish liability.

12. I was phoned by someone at my bank, saying that my card details may have come into the possession of a third party. What does this mean, exactly? How can my card details have come into the possession of someone else?

This means that your card was used at a location where a data breach is suspected to have happened. Such a breach may have happened at any point in the payment transmission chain. There are several actors in the chain in addition to the merchant, and the target of a data system break-in cannot always be unambiguously identified.

Cancelling the card as a pre-emptive measure prevents any fraudulent use. You should remember that your bank is entitled to cancel your card if there is reason to believe it is being or will be fraudulently used.

13. I ordered a product/service from an online merchant but never received the product / was not able to use the service. Who will refund me, as I paid by card? What is the bank’s liability if the merchant refuses a refund?

Your first action is always to contact the merchant to resolve the issue.

If the merchant will not refund you, contact your bank to receive instructions on how to apply for compensation.

14. I bought a product at a shop / online but my bank /credit card statement shows a different company name. The amount and date are correct, though. How is this possible?

If the amount is familiar but the store is not, review your receipts. In some cases, the name on the shop door may not be the name under which transactions are recorded. Your receipt should show the same name that appears on your invoice or in your online banking statement.

If the receipt is no help, contact the shop where you made the purchase. They can tell you under what name their transactions are recorded. If this does not clear up the matter, contact your bank.

15. My account / credit card is showing a hold (pre-authorisation) even though the purchase has already been debited from my account. What do I do? When will the hold be removed from my account? Can a purchase be debited twice?

It is possible that the purchase has been verified twice, erroneously. Normally, any remaining holds should be cancelled automatically within about three weeks. If the hold does not go away, or the transaction is debited a second time, contact your bank.

16. How long a time may elapse before the merchant charges a transaction to my card? A purchase from several months back was charged to my account, causing an overdraft. Why was I not notified of this old transaction? Who will compensate me for the costs of the overdraft?

Merchants have three years in which to process card payments. If your account does not have sufficient funds at the time when a transaction is charged and an overdraft is created, you are liable for any costs incurred. Review your card transactions against your transaction receipts so that you always know which transactions have already been debited.

17. A man behind me in the checkout queue watched me entering my PIN into the  terminal. I am sure he could see my PIN. What do I do?

Always shield the keypad with your hand or your body when entering your PIN. If you suspect that someone has got hold of your PIN, keep your card extra safe by checking more often that you still have it.

If necessary, your card can be replaced and its number changed. Then the PIN will also change. Your bank may charge you a fee for replacing the card.

18. The envelope with my PIN never arrived. Should I cancel my card? What do I do? Can someone use my account fraudulently with this information?

If your card is in your possession, no one can use your account fraudulently with just the PIN. Contact your bank to order a new PIN.

19. I have not received my new card, although the bank claims they have sent it. What do I do?

If your card fails to arrive, notify your bank so that they can send you a new one.

20. Why do I have to report my card missing when I have a chip card that no one can use fraudulently?

A chip card is very safe and much harder to use fraudulently than a card with a magnetic stripe only. However, if the PIN is lost with the card, anyone in possession of both may use the card as if it were their own. Even if the person in possession of the card does not have the PIN, the card can still be used for online purchases.

If your card is lost, immediately contact the card blocking service or your bank. Your liability for fraudulent use ends when you cancel your card.

21. I ordered a good product/service online because the offer was attractive. The ad said that I would not be placing a continuous order. But now the company continues to provide me with the product/service and is charging my card for it. How do I cancel the order?

When shopping online, always read the terms and conditions carefully before sending the order. This is particularly important when you come across an amazingly good offer. In some case, the ad may contradict the terms and conditions of the order.

By ticking the box saying that you have read the terms and conditions, you agree to comply with everything in the document, including a possible recurring payment. If you wish to cancel the subscription, contact the merchant first. If the subscription continues regardless, contact your bank for a card replacement.

»Recurring payments 

22. The instructions tell me to contact my bank. I only have a credit card without a debit function. What is my bank? 

Find the contact details of the bank that issued your payment card on your card statement. The bank or financial institution that issued your card is also identified on the reverse side of your card. 

23. My PIN got locked, what do I do?

If your PIN gets locked at a cashier terminal, you can unlock the card at an ATM by entering the correct PIN. In other cases, contact your bank for further instructions.

24. My credit card statement had first gone to a wrong address, and the envelope had been opened. Have my card details been compromised?

No. An outside party cannot make payments with the information listed on the credit card statement.

25. I called my bank on a card-related matter, and the bank employee asked me for my customer number. Where can I find that?

Check your most recent statement. The customer number is generally at or near the top.

26. I tried to withdraw cash abroad but did not get the money. Yet the amount has been debited from my account. What do I do?

Contact your bank’s customer service to sort out the matter.

27. I tried to withdraw cash abroad, but the cash machine retained my card. What do I do to get my card back?

If a terminal abroad retains your card, immediately cancel the card by contacting your bank’s card blocking service. Ask your bank, if they can send you a new card to abroad. Your bank may, however, charge you for this service. If you are planning a longer trip, it is recommendable to take more than one card with you. If one gets retained in an ATM or is lost, you will have another one you can use. 

»Card blocking service numbers