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Block cards and claims

Here, we've gathered everything you need to know about card security and complaints.

Frequently asked questions and answers

  • Why do I need to contact the place of purchase?

    We recommend that you first try to solve the problem directly with the place of purchase. If you don’t receive any help from them, can you as a private person who has paid with a credit card file a complaint here as soon as possible.

    If you as a corporate customer don’t receive any help from them, please report to us and we'll try to help you. In your dispute, we need to see the dialogue you have had with the place of purchase.

    You should also attach any written documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipts, etcetera.

  • How do I block my Eurocard?

    If you have lost your Eurocard you should always block the credit card as soon as possible.

    If you have access to NemID, you can block the card yourself by logging into My Card.

    You can also block a lost card on 70 301 201 or on +45 70 301 201 from abroad. Both lines are open 24 hours a day.

    Remember to always make a police report. If the card has gone missing abroad, try to make your police report directly at that location, otherwise as soon as possible after returning home.

    If you discover unauthorized purchases or withdrawals on your card, you may need to make a complaint.

  • When should I block the card?

    If there have been unauthorised transactions on your card, or if it has been stolen – you should always block the card immediately to prevent further unauthorised transactions.

    You can block the card at any time, day or night, by calling +45 70 301 201.

  • I have a place of purchase in my account statement that I do not recognise, but I recognise the amount. How can that be?

    We are only a broker of payments and we process third-party information that we receive from the merchants bank.

    We trust that the information provided is correct, but there are stores handling payments under a different name than the one stated at the store or on their website. The name and city of the place of purchase may also be related to ownership, and may therefore vary.

  • When do I need to report to the police?

    Fraudulent activities should always be reported to the police. If your card has been stolen, or if there have been unauthorised transactions, it should be reported to the police.

  • Do I need to pay a disputed amount?

    You can deduct a disputed amount from your payment, but before you do so you need to contact our Customer services.

  • I need a copy of a receipt – can you help me?

    Unfortunately we can not help you with copies of receipts. We are only a payment broker and all communication with merchants are conducted electronically. The place of purchase is subject to the accounting laws and has an obligation to save receipts, so you should turn to the store if you want a copy of yours.

  • I have purchased a product that has turned out to be fake, defective or does not live up to my expectations. What do I do?

    We recommend that you first try to solve the problem directly with the place of purchase. If you don’t receive any help from them, can you as a private person who has paid with a credit card file a complaint here as soon as possible.

    If you are a corporate customer don’t receive any help from them, please report to us and we'll try to help you.

    In your dispute, we need to see the dialogue you have had with the place of purchase. You should also attach any written documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipts, etcetera.

  • I have made a complaint, but discovered that the purchase in fact is correct. What do I do?

    Please notify us as soon as possibly through the contact information sent to you in our automatic response to your complaint.

  • What do I do if I do not receive the ordered item?

    Before you file a complaint, you should primarily turn to the place of purchase and ask them why your order has not yet arrived. If they can’t help you, you have as a private customer with a credit card the option to file a complaint with us.

    If you are a corporate customer please also report to us and we'll try to help you.

    If there is a stated delivery date, you need to wait for it to pass before you can file a complaint. If there is no stated delivery date, we can not help you until 30 days have passed since date of purchase.

    In order for us to help you it needs to be stated in the complaint that you have contacted the place of purchase – we recommend that all of your communication is done in writing. Also attach any documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipt, etcetera.

  • What happens in the event of an airline bankruptcy?

    When an airline has filed for bankruptcy and you have booked your trip with your card, you should primarily contact the airline or your travel agent for more information.

    If you are a private customer and have paid for the trip with your card, you can make a complaint, and after processing your dispute you may be subject to a certain amount of compensation.

    If you are a corporate customer please also report to us and we'll try to help you. The compensation only relates to the part of your trip that could not be carried out and only the part that concerns the company that has gone bankrupt.

    If you have bought the trip through a travel agent, you will not be reimbursed for your booking fee or any other fees from your travel agent. Connecting flights, transfers to and/or from the airport, hotel or other accommodations do not apply to the right of a complaint. The supplementary travel insurance on the card, does not cover expenses incurred by the airline's bankruptcy.

    You can not make a complaint on a trip or receive compensation for a trip, if the corresponding compensation has been paid out from another party.

    When you make a complaint, you need to attach documentation showing that the airline has filed for bankruptcy and that you have tried to contact them or the travel agent who handled your booking. You also need to attach any response from them. Attach your booking confirmation or airline ticket that specifies your travel date, booking number/ticket number, passenger name and ticket price.

    Note that if you are only making a complaint for part of your trip – like for instance your return trip or if part of your trip is booked on another airline – you need to present the price of the part your complaint refers to.

    It is important that we get as complete a documentation as possible to process and speed up the handling of your case.

  • I have been charged by Itunes, Google or PlayStation

    When it comes to transactions in the category of games, you as a cardholder must first contact the place of purchase, we ask you to do this, regardless of whether you have an account with them or not, since our complaint is reinforced by the information provided by the merchant. Only the cardholder can request that information, and this is why you must make this contact yourself.

    If you don’t receive any help from the place of purchase, you are welcome to get back to us. At the time of the complaint we ask you to attach a copy of any written response from them.

  • I have entered intro a trading agreement, what do I do?

    When it comes to trading, we as a payment broker unfortunately can not help you. For that reason you need to primarily contact the place of purchase. We advise you to seek legal aid to understand the agreement you have entered and how you should handle this moving forward.

  • I have recurring transactions every month that I do not recognise, why is that?

    Transactions that are repeated every month usually refer to a subscription. In the case of non-recognised subscriptions, it is common that one has accepted a favourable offer or participated in a competition for gift certificates, mobile phones or a trial period for a product, for example,offered to only pay for postage fees.

    By accepting the offer or participating in a contest, you have also approved a permanent subscription and conditions set by the place of purchase.

    We ask you to primarily contact the place of purchase. If you have no way to contact them, your card should immediately be blocked to prevent any further transactions from them.

    You can block the card at any time, day or night, by calling +45 70 301 201.

  • The car rental company has charged me yet another amount, what do I do?

    If the reason for your complaint is that the car rental company has charged you an additional amount, we ask you to primarily contact them directly. Please note that the car rental company is entitled to make additional charges to a card, for parking fines, road tolls etcetera.Often these additional charges are handled by another company, with another name, than the one you rented your car from in the first place.

    If you don’t receive any help from the car rental company, you are welcome to make a complaint to us. Your complaint should contain information on who you have contacted, how this contact was made and what the result of this contact was. Please attach any documentation that strengthens your complaint, like e-mails and the contract.

Claims

  • Something went wrong with my purchase or withdrawal

    For example, if you have been debited incorrectly or have not received the product/service that you paid for with your card, you must first try to solve this with the merchant. If you do not get help from the merchant, you are welcome to file a complaint.

    After processing the complaint you may be entitled to some compensation.

    For those who have paid for a product or service with the card and that have not been delivered due to Covid-19
    Always start by contacting the merchant and claim your compensation for them, as it is the merchant that should primarily compensate for the missing product/service.

    If the merchant informs you that they will return you the amount, arm yourself with patience as it takes longer now than usual.

    If the merchant offer is a voucher that you do not want, you must notify them that you refuse the offer and that you wish to the amount refunded.

    If, despite multiple attempts, you do not receive compensation, you can file a complaint.

    The complaint must contain:

    • Booking confirmation of the type of product/service that you purchased, date, amount and conditions of purchase.
    • Copy of the entire correspondence between you and the merchant, stating clearly the date and the sender.
    • Cause of cancellation. Who canceled - you or the merchant?
    • Attach a copy of the cancellation conformation from the merchant stating the date of promised refund.

    Dispute incorrect purchases or withdrawals

  • My card has been stolen or lost

    If you wish to dispute a transaction made with a stolen or lost card it is important that you block your card immediately. You also need to file a police report and attach it to your dispute.

    Once you have submitted your dispute, you will receive a confirmation e-mail with an ID number within 10-15 minutes. It is important that you save the ID number if you need to contact us regarding your dispute.

    Dispute transactions made with a stolen or lost card

  • I have not made the purchase or withdrawal

    If you have detected unauthorized transactions on your card you need to block it immediately to prevent any further transactions from occurring. Remember that you also need to file a police report.

    Once you have submitted your dispute, you will receive a confirmation e-mail with an ID number within 10-15 minutes. It is important that you save the ID number if you need to contact us regarding your dispute.

    Dispute unauthorized transactions

Card security

  • What should I keep in mind when it comes to card security?

    Here are some good tips for card security:

    • Treat your card as the valuable that is it.
    • Take special care with the card if someone tried to get your attention, for example at a store or an ATM.
    • Never give out your PIN code.
    • Always check the amount before approving a purchase. Once you have entered your PIN code, you have approved the purchase.
    • When you receive your invoice - check that the amounts match your receipts.
    • Do not disclose card numbers, codes or personal information via email or sms.

    If you lose your card - block it immediately! Call +45-70 301 201. (open 24 hours).

  • How does Eurocard work with security?

    It is important to us that our customers feel safe when using our cards. Every day, millions of transactions are carried out by card, in stores and online. It is very rare that something goes wrong and our customers are subject to fraud.

    But if something should happen, as a Eurocard customer you are always protected against financial losses, providing you have not acted negligently.

    Eurocard continuously works to maintain security. We do this through round-the-clock monitoring of transactions that we consider suspicious. We have years of experience and established processes when it comes to dealing with suspected card fraud, and we take action quickly to minimise damage.

  • What is skimming?

    Skimming is when fraudsters copy the information that's on a card's magnetic strip and use it to create a fake credit card. The code is captured by hidden cameras in close proximity to a payment terminal or ATM. It is therefore important that you hide your PIN code by holding your hand over the keypad.

    When only the chip is used, that is, when only half the card is inserted into a payment terminal, it's not possible to read the magnetic track and thus skimming cannot be performed.

  • Can I close my card for purchases abroad?

    We always work to provide solutions that are as safe and simple as possible for our customers. Eurocard currently does not offer the option to deactivate the card for purchases abroad, but we are constantly assessing this. As a customer, you are always protected against financial losses as long as you have not acted negligently.

  • What is phishing?

    Phishing is when fraudsters try to get sensitive information by phone or email, for example. As a customer, you are usually asked to provide card numbers and codes. We urge you never to disclose sensitive information to anyone unauthorized.

    Please keep in mind that we do not request sensitive information such as card numbers or codes via email or telephone.

  • What is Mastercard Identity Check?

    Mastercard Identity Check is a global security standard to which many online stores are associated. This means that you confirm your purchase online with BankID or with a one-time password via SMS.

    You don’t have NemID? Contact your bank, online bank or nemid.nu to activate NemID. More information on NemID can be found at nemid.nu.

    Log in to My Eurocard to check that you have the correct mobile number registered with us.

  • What is a CVC code?

    The CVC code is the three-digit code to the right of the signature strip on the back of your card. The CVC code is often required to make online purchases for safety reasons.

  • Why should I use NemID?

    For security reasons, our customers need to identify themselves with NemID.

  • Why do I receive SMS from you, when I am not making an online purchase?

    We send out an SMS either when you are making an online purchase, when a store tries to withdraw money or if we suspect attempts at fraud. Contact customer service and they will help you.

Customer support

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My Eurocard

By logging into My Eurocard, you can see your balance, your purchases, all your invoices and your receipts.