My payment card doesn’t work – what should I do?

Problem with a card reader or chip 
 
If your card doesn’t work at a store checkout, there may be a temporary connection issue with the card reader. Or there may be dust on the chip. Clean the chip by gently wiping it on, say, your shirt sleeve. Try again in a moment or, if possible, try paying with another card. 
 
Problem with contactless payment 

Did you try to make a contactless payment? For security reasons, you’ll be asked to enter your PIN every now and then when making a payment. If you’ve forgotten your PIN, you can check it easily and free of charge from the op.fi service or OP-mobile under Omat kortit (My cards). Log into the op.fi service and check the PIN

Keying in the wrong PIN 
 
If you key in a wrong PIN several times, your card will be locked. If your card has been locked at a card reader, you can unlock it at an ATM by making an account balance query or a cash withdrawal. Read how you can unlock a locked card in the section My card is locked.
 
Spending and withdrawal limits prevent payment 

The card’s spending and withdrawal limits may prevent you from paying by using a card reader. Check and change the card’s limits easily on OP-mobile or the op.fi service.

 
Ensure information is correct 

Make sure that you’ve entered the correct card details, meaning card number, expiry date and security code. The security code (CVV or CVC) is a series of three numbers.
 
Combination cards have separate details for debit and credit payments. Make sure that you enter the correct details based on whether you want your purchases to be debited directly from your bank account or charged to your credit card. If you enter the wrong payment card details several times, the card will be locked. Read how to unlock a locked card in the section My card is locked.
 
On OP’s combination cards activated before 2023, the credit card number, or credit number, is on the front of the card. The credit card’s three-digit CVC security code is next to the signature field on the back of the card.
 
A debit card number, or debit number, is on the back of the card. Its three-digit CVC security code is right next to the card number.
 
On OP’s combination cards activated in 2023 or later, the credit card's credit number, debit card's debit number and both security codes are on the back of the card, clearly marked.
 
The security code is also referred to as 'CVV' and 'secure code'.

Check spending and withdrawal limits

Your spending and withdrawal limits may prevent you from using the card to make online and in-app payments. Check and change the card limits easily on OP-mobile or the op.fi service. Log into the op.fi service and check the limits

A usage limit of the bank account linked to the card may also prevent you from using the card if you’ve made a large payment or credit transfer from the account on the same day. Log into the op.fi service and check the account’s usage restrictions

Check browser settings 

Did your identification fail in connection with an online payment? Check that the Visa Secure or Mastercard Identity Check verification works. Sometimes, the browser security settings, such as a pop-up blocker or third-party cookies, may prevent an online payment. Check the browser settings to make sure that they are enabled during your online purchase. Check supported browsers. Clearing the browser or application cache may also help if you experience any problems.

Do you have an OP user ID? 

If you use your card online or in apps, you’ll need an OP user ID to confirm purchases, as well as Mobile key or a key code list. For making purchases in apps like VR Matkalla or Wolt or in a video game console, Mobile key is normally required for identification. If you confirm your payment with a key code, your OP User ID and Digital Agreement must include a phone number for further confirmation of your payment. You can add a further confirmation number on the op.fi service and delete or change it by calling OP Customer Service or by visiting a branch. You can check your further confirmation number on the op.fi service. Under your own name, select Tunnusten hallinta (Manage user ID) – Lisävahvistuksen puhelinnumero (Phone number for further confirmation) – Tarkista lisävahvistusnumero (Check further confirmation phone number). Read more about OP's user ID and paying online.

Check purchase transactions 
 
If a purchase transaction was interrupted, you can check under card transactions whether the payment is showing in the preauthorisations of the account or credit facility. By enabling notifications on OP-mobile, you’ll get notifications of both successfully completed and failed payments. Read more about how to activate notifications on OP-mobile.

Security limits

Your card use may be prevented by the daily limit for cash withdrawals. Check and edit the cash withdrawal limit easily on OP-mobile or the op.fi service. Log into the op.fi service

The usage restrictions of the bank account linked to the card may also prevent you from using the card if you’ve made a large payment or credit transfer from the account on the same day. Log into the op.fi service and check the account’s usage restrictions

The card’s PIN doesn’t work 

Your card’s PIN doesn’t work if the card is locked. To unlock a PIN that was locked at an ATM, you need to contact our Customer Service. Read how to unlock a locked card in the section My card is locked. 

Account withdrawal limits 

You can withdraw 20–1,000 euros of cash with a single withdrawal at an Otto ATM. Other ATMs may apply different withdrawal limits, including abroad. 

Problem with the card or ATM 
 
The card or ATM may be dirty. Clean the chip by gently wiping it on, say, your shirt sleeve. Try again or, if possible, try using another card.  

Have you reached the card’s monthly deposit limit? The maximum ATM deposit limit for an OP card is 1,000 euros per month. 

You can make deposits on the card’s debit side. You can’t make a deposit on a credit card or on the credit side of a combination card.

If you enter a wrong PIN several times on a deposit ATM (TalletusOtto), the card will be locked. Read how to unlock a locked card in the section My card is locked. 

Make sure that you’re using the right PIN. You can check your PIN free of charge from OP-mobile or the op.fi service.
If the PIN you checked from OP-mobile or the op.fi service doesn’t work, try making an account balance query or a cash withdrawal at an ATM. Your card may be locked, and you need to use an ATM to unlock it. There may also be a temporary problem with the card or the card reader. If your card doesn’t work at an ATM, call OP Customer Service.

If your card was locked at an ATM or a TalletusOtto deposit ATM, you always need to contact OP Customer Service to unlock it. If your card was locked at a card reader or petrol pump, you can unlock it by making an account balance query or a cash withdrawal at an ATM.

Read how to unlock a locked card in the section My card is locked.

Did you know that a renewed card has the same PIN as your previous card? If your old card was lost or stolen and then cancelled, we’ll send you a new card and a new PIN.

If you key in a wrong PIN several times, your card will be locked. Read how to unlock a locked card in the section My card is locked. 

You can check your forgotten PIN easily and free of charge from the op.fi service or OP-mobile. Log in and check your PIN from the card settings and details. Log into the op.fi service

If your PIN code is compromised (you know or suspect that an outsider has learned your PIN code), you must deactivate your card and order a new card, at which point your PIN code will also change. Deactivate your card immediately by calling OP’s Deactivation Service at 0100 0555 (24/7). You will be automatically ordered a new card and PIN code when you call the Deactivation Service.

If you enter a wrong PIN several times, your payment card will be locked. Read how to unlock a locked card in the section My card is locked. 

If you’ve forgotten or lost your PIN, log into the op.fi service or OP-mobile and check the PIN from the card’s settings and details, free of charge. Log into the op.fi service

If your PIN code is compromised, in other words, an outsider has learned your PIN or you suspect that this is the case, you must deactivate your card and order a new card, at which point you’ll also get a new PIN. Deactivate your card immediately by calling OP Deactivation Service on 0100 0555 (available 24/7). You’ll be automatically ordered a new card and PIN when you call the Deactivation Service. 

To activate your new or renewed card, pay for your first purchase at a card reader by using your PIN. This will also activate the card’s contactless payment feature. If you have a combination card, you must make the first payment on the debit side. 
 
Make sure that you’re using the right PIN. A renewed card will have the same PIN as your previous card. If your old card was lost or stolen and then cancelled, we’ll send you a new card and a new PIN.
 
If you shop at an online store, the store may recognise you based on a previous purchase and automatically use your old card details. When you use a new card, update your new card details before payment.

A locked card must be unlocked before you can use it again. The card may be locked either on the debit or credit side or both. Both sides must be unlocked separately.  
 
To check a locking that happened at an ATM or during online payment, log into the op.fi service and go to Omat kortit (My cards). 

However, if your card was locked at a card reader, the locking will not show in the Omat kortit (My cards) section. Usually, if your card becomes locked at a card reader of, say, a store checkout, the reader will display an error message. 

Card locked at a card reader

Your card will be locked if you key in a wrong PIN several times at a card reader. 

You can unlock the locked card at any ATM. Insert the card into the ATM and perform a transaction like an account balance query or a cash withdrawal. Follow the instructions on the ATM screen. Your card won’t be unlocked until you’ve successfully finished the transaction. Check the location of the nearest Otto ATM

Card locked at an ATM

To unlock a card that was locked at an ATM, you need to contact OP Customer Service. The quickest way of having a card unlocked is logging into the op.fi service and sending us a message via chat (service available in Finnish and Swedish). Log into the op.fi service and send a message to our customer service

You can also call our Customer Service. Take out your OP user ID and Mobile key or key code list and have them at hand for identification. Customer service contact information for Private Customers

Card locked during online payment

Your card will be locked if you enter a wrong security code (CVC) several times. The CVC is a three-digit number printed on the back of your card. There are separate CVCs for debit and credit payments.  

To unlock a card that was locked during online payment, you need to contact OP’s Customer Service. Log into the op.fi service and send a message to our customer service

You can also call our Customer Service. Take out your OP user ID and Mobile key or key code list and have them at hand for identification. Customer service contact information for Private Customers

Card locked at a deposit ATM

If you enter a wrong PIN several times on a deposit ATM (TalletusOtto), the card will be locked. To unlock a locked card, you need to contact OP Customer Service. Log into the op.fi service and send a chat message to our Customer Service (service available in Finnish and Swedish). Log into the op.fi service and send a message to our customer service

You can also call our Customer Service. Take out your OP user ID and Mobile key or key code list and have them at hand for identification. Customer service contact information for Private Customers

My credit card is locked

Your card may have been locked due to an unpaid bill. Pay the bill. The card will work again after 2 banking days at the latest.  

The card may have been locked if the balance of the bank account linked to the card is negative. Bring your account to a positive balance. The card will work again after 2 banking days at the latest.

Card locked due to suspected misuse

Your card will be locked if it has suspected misuse. If you've received an SMS about a suspicious card transaction, the transaction may be connected to criminal activity. Call our Card Security Service at 0100 0530 (24/7, local/mobile network rate) so that we can clarify what has happened.

The transaction limit of the bank account linked to the card may also limit the use of the card. For example, a credit transfer to another account will be considered as use of the account. Log into the op.fi service

The usage restrictions of the bank account linked to the card may also limit the use of the card. For example, a credit transfer to another account will be considered as use of the account. Check the account’s usage restrictions in the op.fi service 

A temporary connection issue with the payment reader may prevent the payment. Try again in a moment or try paying with another card. 

Sometimes, using another card may be the solution. Especially when travelling abroad, we recommend a second payment card as precaution for surprising situations. Read more about cards offered by OP and choose a backup card that suits your needs 

If the balance of the account linked to the card or another account is negative, the card may temporarily disappear from op.fi or OP-mobile. This means that you can’t use the card. You can use the card again as soon as the account has available funds.
 
If your card has been cancelled, you can’t see it in the op.fi service or on OP-mobile. A card can be cancelled, for example, if you have reported it as lost or stolen.
 
OP Duo card will temporarily disappear from OP-mobile and the op.fi service if card have been locked at an Otto ATM or during online payment. After the card has been unlocked, you can use it again normally. Read how you can unlock a locked card in the section My card is locked.

Your card is broken if its chip or magnetic stripe is damaged or if the card is completely unresponsive. To order a new card to replace the damaged one, log into the op.fi service and then go to Kortin tiedot (Card details). Log into the op.fi service 

If the card is not physically broken, try using the card in various places such as store checkouts and Otto ATMs. This will help you find out why the card has become locked. If, despite these efforts, the card still doesn’t work, please send our Customer Service a chat message (service available in Finnish or Swedish) or call us. 

Customer service contact information for Private Customers 

If you haven’t received a new card or its PIN yet, you can pay your purchases with Apple Pay or Google Pay. To do so, you’ll need to have either an Apple or Android device. You can add your card to Apple Wallet or the Google Pay app even before you receive the physical card. Use Apple Pay and Google Pay to pay with your new card at store checkouts, in applications and online.

Read more about paying with Apple Pay

Read more about paying with Google Pay

It’s wise to be prepared for card problems. We recommend carrying a backup card that you can use if your main card disappears or is damaged. 

Visa and Mastercard have suspended their operations in Russia. Consequently, OP's Visa and Mastercard cards have not worked in Russia since 9 March 2022. 

These suspensions apply to all use of the cards in Russia, including credit and debit features at card readers, in online stores and at ATMs. The K-Plussa Maksuaika cards will also stop working. 
 
We recommend that all our customers who either are in Russia or plan to travel there follow the Ministry for Foreign Affairs’ travel advice.

We apologise for any inconvenience caused by the suspension of card use in Russia.