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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

  • 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 BankID, you can block the card yourself by logging into My Card.

    You can also block a lost card on 0774 24 24 24 or on +46 774 24 24 24 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.

  • What happens if my credit card isn't working?

    Check that the chip and magnetic strip are not damaged or dirty. In some cases, the store may have technical problems.
    If the card does not start functioning after repeated attempts, contact us and we'll send a new card.

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

    The store where you have made your purchase has the ultimate responsibility when something has gone wrong with a purchase. Therefore, you must first try to solve the problem directly with them.

    If you don’t receive any help from them, please report to us as soon as possible. In your dispute, we need to see the dialogue you have had with the place of purchase, and we recommend that your communication with them should be done in writing.

    You should also attach any 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 +46 774 24 24 24.

  • 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?

    Many times these issues can be resolved through dialogue with the place of purchase, so you need to primarily contact the store to try to solve the problem. If you do not get help from them, you can fill in a complaint.

    In order for us to assist you, it must be stated in the complaint that you have contacted the place of purchase, so we recommend that the communication be done in writing.

    Also attach any documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipt, 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 if my ordered product doesn’t reach me?

    Before you file a complaint, you should primarily turn to the place pf purchase and ask them why your order has not yet arrived. If they can’t or won’t help you. you have the option to file a complaint with us.

    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 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. 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 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 +46 774 24 24 24.

  • 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

    If you for instance have been charged for a transaction twice or did not receive your goods, you first need to contact the merchant to try to solve the issue. Should you not receive any help from the merchant you are welcome to dispute the transaction with us.

    Please attach any documentation such as receipts, order confirmations and any written communication that you have had with the merchant at the time of the 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 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 card security?

    Here are some good tips for card security:

    • Treat your card for the value it's worth
    • Take special care with the card if someone grabs your attention, for example at a market 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 +46 774 24 24 24 (open 24 hours).

  • How does Eurocard work with card security?

    It is important to us that you feel safe when using your card. Every day, millions of transactions occur with cards, in stores and online. It is very rare that something goes wrong or that a customer is faced with fraudulent activity.

    If something does happen, as a Eurocard customer you are always protected against financial losses, as long as you have not been negligent with the card.

    We work constantly to maintain card security. We do this through round-the-clock monitoring of transactions that we consider suspicious. We have long experience and good protocol to deal with any suspicions of card fraud and we take prompt action to minimize the 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 block my Eurocard for purchases abroad?

    We strive to offer our customers solutions that are as safe and simple as possible. At present, we do not provide thepossibility to block cards abroad, but we are closely following developments. As a customer, you're always protected against financial losses, as long as you have not been negligent with the card.

  • 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.

    If you do not have BankID, contact your Internet bank to activate BankID. You can find more information at bankid.com.

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

  • What is a CVC code?

    A 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 for safety reasons for online purchases.

  • Why do I need to use BankID?

    For security reasons, we need to use BankID to identify our customers.

  • Why am I receiving text messages from you without having shopped online?

    This can either be an online purchase that you've made yourself, where the merchant is trying to withdraw money after the purchase, or a fraudulent attempt to use your card. Contact customer services and they will help you.

Stop-Service

You can always block your card by calling us or by logging in to My Eurocard. But with Eurocard Platinum you also have an extended card blocking service with StopService.

Customer support

Contact Eurocard

Can’t find your answer? Please contact us via phone or email.