Frequently Asked Questions

Most frequently asked questions by card users and answers thereto

Who, apart from me, may use my card?

A card may be used only by the person to whom the bank has issued the card:

• In the card issue and service agreement, this person is specified as the cardholder;
• Name, surname and signature of the person are provided on the card.

How to use a payment card at ATMs?

You have to put your payment card in the ATM with the magnetic strip downwards and/or the chip upwards. Then, by pressing the relevant button at the side of the screen of the ATM, choose the language, and then proceed, using the buttons on both sides of screen and the keyboard, in accordance with the information provided on the screen of ATM.

You can perform the following actions at ATMs:

• Withdraw cash from card account,
• Control the available balance of your card account,
• Pay telecommunications and public utilities bills.

Payment cards can be used at all the ATMs that accept the cards of the respective type – if on the ATM or its screen are the same logos that are on your payment card, you can be sure that the ATM accepts your card.

How to use cards at points of sale?

When you want to pay for goods or services, give your card to the shop assistant, who will then put the card in POS terminal to read the information stored on the magnetic strip or chip of the card and contact automatically the issuer bank for it to process the information on the purchase. Do pay attention whether the POS terminal is at the place of work of the shop assistant or in another room of the shop. If the POS terminal is situated outside your range of view and the shop assistant refuses to place the POS terminal in your range of view, we advise you not to pay with card at such outlets.

You have to confirm the purchase with your signature, confirming the information provided on the POS terminal receipt. When you pay with a smart card, you have to enter your card’s PIN code to confirm the transaction prior to processing of the transaction. Your PIN code, in this case, serves as your signature.

Before you sign a receipt or confirm a purchase with your card’s PIN code, make sure that the amount specified on the receipt is correct – this amount will be deducted from your card account. Furthermore, control how many times and on how many receipts you are asked to sign because it is needed to sign only one receipt to confirm a purchase. The original receipt with your signature remains with the seller and the copy- with you.

Where and how to keep my card?

Your payment card is a key to your bank account and, therefore, it has to be kept in a safe place. A card may be used only by the person to whom it is issued and whose name, surname and signature are provided on the card.
Payment cards are plastic cards with a magnetic strip and/or chip; therefore, they have to be kept with care in order not to damage the card, its magnetic strip and/or chip. Do not keep your card near objects that create electromagnetic radiance (e.g. mobile phone) because it might demagnetise the magnetic strip and the card will not work anymore.

Where and how to keep the PIN code?

If you are using your card often to withdraw cash at ATMs or pay for purchases that must be confirmed with a PIN code, it is advisable to learn the PIN code by heart. To be on the safe side, we advise you to write down the PIN code somewhere in encrypted manner – in case you forget your PIN code. If you have forgotten your PIN code and have not written it down anywhere, contact your bank to get a new card or PIN code. Never write the PIN code on the card or keep a note with the PIN code in your wallet together with the card because, if you loose your card or if it is stolen, your card with the PIN code might get in hands of dishonest people. Never disclose your PIN code, not even to bank clerks.

What to do if I loose my card or if it is stolen?

Contact your bank or First Data Latvia (+371 670 92555) immediately and inform it on what has happened. The responsible employee will immediately block your card and protect you from unauthorised use of your card. We advise you to store the contact phone numbers of your bank or First Data Latvia in your mobile phone or to write them down in your note book.
Credit card users can go to any bank branch which services payment cards (usually, there is information whether the bank services payment cards and what cards it services near the entrance or in another visible place) and ask assistance in order to block the card. The general rules of VISA and MasterCard stipulate that it is the obligation of banks to provide mutual assistance to clients of other banks in such situations. Credit card users may turn also to: if you have a MasterCard– MasterCard Global Customer Service, if you have a VISA card– Global Customer Assistance services.

What to do if an incorrect PIN code is entered?

Normally, banks allow their card users to enter an incorrect PIN code three times. If an incorrect PIN code has been entered for three times, the card will be blocked and withheld. Also in this case, to get your card back or receive a new card, you have to contact your bank.

What will happen I forget to take cash or my card from an ATM?

If a client does not take cash or the card from the ATM within a certain period of time after it has been given, the ATM will withhold the cash or card, respectively. Usually, this period is 30 seconds during which you have to take your card or cash. If you have not managed to do that, you have to contact your bank to get back your card or cash.

Where can I find out the validity term of my card?

Validity term of cards is specified as follows: two digits show the month, two digits show the last two digits of the year. For example: 05/06 – card is valid until May 31, 2006, i.e. the card is valid until the last day of the respective month of that year as specified on the card (regardless on which date the card has been made).

How to make purchases on the Internet?

Purchases on the Internet can be paid with all the types of MasterCard and VISA credit cards as well as with Internet payment cards issued by banks. A purchase on the Internet is very similar to that at outlets, therefore, it is advisable to pay attention to the merchant (in this case it is the website of the shop), terms and conditions of transactions, prices, goods or services, delivery time of goods or terms and conditions of services.

To make a purchase on the Internet, you have to provide your card No., validity term of your card, name and surname specified on card, security code of card and the address where statements will be sent. The merchant itself determines what data are required in order to carry out a transaction. However, you should pay attention what personal data the merchant is requesting from you; for if you buy a book or a CD on the Internet, the merchant does not need to know any information on your family status or personal property.

Since transactions on the Internet are carried out without actual physical presence of the cardholder, special security requirements and conditions are applied on the merchants of this type, including that such merchants may accept only credit cards issued by particular banks.

Unfortunately, just like in real life, frauds can be met on the Internet, therefore – be careful and never submit your card data and personal data to every person asking you to do that!

At what rate transactions with cards are conversed?

When a transaction with card is performed, upon authorisation, the required amount for the transaction is reserved in the client’s account. If the currency of the transaction is other than that of the account, the amount of transaction will be conversed into the currency of the account by the currency exchange rate set by the client’s bank on the day of transaction and the transaction amount is reserved in the currency of the account. If the currency exchange rate on the day of transaction is different than that on the day of the receipt of confirmation of the transaction, a larger or smaller amount can be deducted from the account than the amount reserved on the day of transaction.

Could you specify the main differences between smart cards and cards with magnetic strip!

Smart cards are safer and more modern than magnetic strip cards because:

• They are protected against forgery – chips are much more protected against data copying and forgery than magnetic strips.
• Protection against use of lost/stolen card – also purchases have to be confirmed with PIN code.
• In future – smaller card service costs for merchants and banks because it is possible to set the number and amount of unauthorised transactions for every card.
• In future – possibility to download a number of programs to the chip – loyalty card, personal ID, electronic signature etc.

What to do if my card is withheld by ATM?

There are several reasons why ATMs withheld cards. Most often it happens if the cardholder has entered an incorrect PIN code for a number of times, has not taken out the card from the ATM, or if the ATM has technical problems. If your card has been withheld by an ATM of your bank, you can receive it, producing your ID, at Payment Cards Departments of your bank or another specified client service places.

If your card has been withheld by an ATM of another bank of Latvia or abroad, it is cheaper and more convenient to replace the withheld card. If you are abroad and/or urgently need the card, you may contact the bank to which the ATM which withheld your card belongs. The bank then will contact your bank and request from it the information required for client identification. When the required information is received from your bank and if it corresponds to the data provided in your ID, the bank will return the withheld card to you.

What to do if my card is not serviced at an ATM or outlet?

There can be problems with an ATM or POS terminal – in the device itself or in the phone connection between the merchant or between the ATM and the bank. In such cases, banks recommend trying to use the card first at another shop or ATM. If the card does not work at other places, then it is possible that the card is damaged. The magnetic strip of the card can be demagnetised or the chip damaged. In such case, contact your bank and replace the card.

What to do if amounts for transactions I have not performed are deducted from my account or if an incorrect transaction amount is deducted?

If in your account statement you see transactions you have not performed, or that an amount is deducted twice or if the transaction amount has been different (for example, ATM has not issued the full requested amount), you should contact your bank and file a claim on the disputed transactions. The bank will revise the claim and contact the bank at the ATM or POS terminal of which you performed the transaction, and, if the claim is justified, the bank will return the money to you.

How to find out whether payment cards are accepted in some particular country?

Before you go abroad, it is advisable to find out whether cards can be used in the particular country. Normally, information on outlets that accept cards is not gathered, but you can find lists of ATMs and their addresses on the Internet - www.visa.com (VISA credit cards, VISA Electron payment cards) and www.mastercard.com (MasterCard credit cards, Maestro and Cirrus payment cards).