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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.

  • 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 +358 8 0015 5777.

  • 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 +358 8 0015 5777.

  • 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 think about when it comes to credit card security?

    Here are some good tips for card security:

    • Treat your card as the high-value product it is.
    • Take special care with the card if someone grabs your attention, for example in a market or at an ATM.
    • Never share information about your PIN code
    • Always check the amount before approving a purchase. Once you have entered your PIN, 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 +358 8 0015 5777 (open 24 hours) if this happens to you.

  • How does Eurocard work with credit card security?

    It is important to us that you feel secure when using your card. Every day, millions of transactions occur with cards, both instore and online. It is very rare that something goes wrong or a customer happens to experience fraudulent activity.

    As our customer you are always protected in the unlikely event of any financial losses, as long as you have not been negligent with your card.

    We work continuously to ensure credit card security for our customers. We do this through round-the-clock monitoring of transactions which we consider to be suspicious. We have long experience and good routines to deal with any suspicious activity and will always take prompt action to minimize the damage.

  • What is skimming?

    Skimming means that fraudsters copy the information that is contained on your card's magnetic strip and use it to create a fake credit card. Your PIN code can be captured by hidden cameras in close proximity to the payment terminal or ATM. Therefore, it is important that you hide your PIN code by holding your hand over the keypad.

    When you use chip and PIN, it is not possible to read the magnetic strip and thus skimming cannot be performed.

  • Can I block my card against purchases abroad?

    We strive to offer our customers the most secure and simple solutions possible. Unfortunately, at present, we do not provide the opportunity to block cards abroad, but we are closely following developments. As our customer, you are always protected in the unlikely event of any financial losses, as long as you have not been negligent with your card.

  • What is phishing?

    Phishing is an activity whereby fraudsters try to obtain your sensitive information, such as via phone or email. Often you will be asked as customer to provide personal card numbers and codes. We urge you never to disclose sensitive information to any unauthorized persons.

    It is important to keep in mind that we will never 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 which you can find across many online stores. It allows you to confirm your online purchase through either your online banking codes or a one-time code via SMS.

    Contact your bank to find out more about online banking codes.

    It is important that you have the correct mobile number registered with us. Log in to My Eurocard to confirm this today.

  • What is the CVC code?

    The CVC code is a three-digit code which you will find on the right-hand side of the signature bar on the back of the card. The CVC code is often requested for security reasons when paying on the Internet.

  • I have received an SMS without making an online purchase. What should I do?

    There are two reasons why this may happen. Either it relates to an earlier online payment where the recipient is now attempting to debit the purchase amount. Or, it could relate to malicious activity on your account. Contact customer service and we will help you.

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