The most common issues with a payment card. Are you prepared?


Using cards as a means of payment makes our everyday easier. Yet we may encounter some issues when using them. Here are some that you might have with your card and some simple ideas to ensure that you’re better prepared.

You've lost your card or it’s been stolen

  • Report it to your bank as soon as possible. They’ll block your card and issue a new one.
  • If you bank online or via your bank’s app, you can probably deactivate it and even request a new one yourself.
  • Find out what you’d need to if your card is used fraudulently.

There’s a charge on your account statement for a card payment that you don’t remember authorising or that you’re confident you DIDN’T authorise

  • Check the payment details. If you don't have access to the information, ask your bank.
  • Report it to your bank as soon as possible. If fraud is suspected, they’ll block your card and issue a new one. If you bank online or via your bank’s app, you can probably block the card yourself.
  • Card fraud is not to be taken lightly. HereAbre en ventana nueva you’ll find useful information to understand your rights in these cases and assess whether lodging a complaint with your bank is appropriate (only available in Spanish).

You've been overcharged for a purchase

  • Contact the vendor and explain the issue.
  • If you don’t have the receipt, ask your bank for a copy. Alternatively, if you bank online or via your bank’s app, get it yourself.
  • If you don’t manage to resolve the issue, you can ask your bank to refund the amount. Information on this type of situation is available here.
  • Always check the amount on the POS when paying. If you didn’t manage to see it, always ask for the receipt (no matter how small the payment) and check the amount you've been charged. Keep your receipts.

Your card has stopped working and you have no way of paying. For example, you're mid-trip and need to fill up your car with petrol

  • Maybe the magnetic strip or the chip has worn out. Ask if they can charge you manually using your card details.
  • Call the bank so they can tell you what the issue is and try to provide you with a solution.
  • Ask whether you can pay by other means, e.g. using Bizum or making a transfer.
  • Having other means of payment (another card, digital payment services and carrying some cash on you for emergencies) is always recommended.


In any of these cases it is very important that you know the channels for contacting your bank at any time (e.g. 24-hour telephone number, website) and that you have its customer service department’s telephone number to hand.

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