My card doesn’t work – what can I do?

If your OP card doesn’t work, you can usually solve the problem yourself.

Check the settings

If you’re using a credit card, also check the following

  • Have you reached the card’s credit limit? Increase your credit limit on OP-mobile or in the op.fi service, in the Omat kortit (My cards) view. Log into the op.fi service to increase the credit limit
  • An unpaid bill may prevent the use of the card. If you receive your credit card bill as an e-invoice, you can see the bills in the e-invoice archive of the op.fi service. Log into the op.fi service to check arrived e-invoices
  • Have you paid the bill but the payment is not yet shown in card transactions or in the available credit? There’s a delay of approximately 1–2 banking days before a paid bill will be shown in the available credit facility.

Is the problem still unsolved? Also read the following.

 

In what situation did the problem occur?

Do you have a new card and are you using it for the first time? To activate contactless payment, pay your first purchase by inserting your card into the payment terminal and enter your PIN. If you have a combination card, you must make the first payment on the debit side.

If contactless payment doesn’t work, make sure that the total of your purchases doesn’t exceed 50 euros, the maximum amount for contactless payment. No PIN or signature is required for purchases of up to 50 euros.

To prevent fraud, you will be occasionally asked to enter your PIN even when making contactless payments. If, for security reasons, the payment terminal requests a PIN, follow the terminal's instructions.

Even if you only use your card for small purchases, we recommend that you pay using your PIN instead of contactless every once and a while. You can only make a certain number of consecutive contactless payments, after which contactless no longer works. To reset the maximum permitted number of consecutive contactless payments, you must pay your purchases by inserting your card into the payment terminal.

If your card doesn’t work at a store checkout, there may be a temporary connection issue in the payment terminal. Try again after a moment or, if possible, try paying with another card.

Did you try to make a contactless payment? For security reasons, you will be asked to enter your PIN every now and then when you make a payment.If you’ve forgotten your PIN, order a new one in the op.fi service

If you key in an incorrect PIN several times, your card will be locked. You can unlock a PIN that has been locked at a payment terminal by logging in at an Otto ATM. Read how you can unlock a locked card

There may be dust on the chip. Clean the chip by gently wiping it on, say, your shirt sleeve. Try again or, if possible, try paying with another card.

Make sure that you have entered the card details (card number, expiry date and security code) correctly. The security code (CVC number) is a three-digit number printed on the back of your card. The expiry date is shown on the front of the card, in the format mm/yy.

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 from your credit facility. If you enter the wrong payment card details several times, the card will be locked. Read how you can unlock a locked card

On OP’s combination cards, the credit card number is on the front of the card. 

The credit card’s security code (CVC) is next to the signature field on the back of the card.

The debit card number is on the back of the card, in the bottom left corner. The debit card’s security code (CVC) is right next to the card number.

If you have a new payment card, update your card details during a payment in any online services that you are using. The online service may identify you as an existing customer and automatically use your old card details.

The card’s spending limit for online payments may prevent the use of the card. Check and edit the card’s spending/withdrawal limits easily on OP-mobile or in the op.fi service. Log into the op.fi service and check the spending/withdrawal limits

The transaction limit of the bank account linked to the card may also prevent you from using the card if you have, for example, 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 transaction limit

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, may prevent an online payment. Check the browser settings to make sure that pop-up windows are enabled during your online purchase.

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

The transaction limit of the bank account linked to the card may also prevent you from using the card if you have, for example, 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 transaction limit

Your card’s PIN doesn’t work. To unlock a PIN that was locked at an Otto ATM, you need to contact our customer service. Read how you can unlock a locked card

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.

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 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 an incorrect PIN several times on a deposit ATM, the card will be locked. Read how you can unlock a locked card

Make sure that you are using the right PIN. A card renewed annually or otherwise has the same PIN than your previous card unless you have specifically ordered a new PIN. If your old card was broken, lost or cancelled, we will send you a new card and a new PIN.

The card’s PIN was locked at a payment terminal or a self-service petrol station. Unlock a locked debit or credit card PIN by logging in with your card at an Otto ATM.

The card’s PIN was locked at an Otto ATM or a deposit ATM (TalletusOtto). To unlock a PIN that was locked at an Otto or TalletusOtto ATM, you need to contact our customer service.

Read how you can unlock a locked card

If you key in an incorrect PIN several times, your card will be locked. Read how you can unlock a locked card

If you have forgotten or lost your PIN, you can easily order a new one in the op.fi service. You will get a new PIN by post in approximately three banking days. Log in, select the card for which you need a new PIN and order a new PIN. Log into the op.fi service

If you key in an incorrect PIN several times, your payment card will be locked. Read how you can unlock a locked card

If you have forgotten or lost your PIN, you can easily order a new one in the op.fi service. Log into the op.fi service

To activate your new or annually renewed card, pay your first purchase at a payment terminal 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 are using the right PIN. A card renewed annually or otherwise has the same PIN than your previous card unless you have specifically ordered a new PIN. If your old card was broken, lost or cancelled, we will send you a new card and a new PIN.

If you make online payments, update your card details during the first payment. The online service may identify you as an existing customer and automatically use your old card details. 

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 Otto ATM or during online payment, log into the op.fi service and go to Omat kortit (My cards).

OP-Visa Electron cards and OP-Mastercards will temporarily disappear from the op.fi service if they have been locked at an Otto ATM or during online payment. After the card has been unlocked, you can use it again normally.

However, if your card was locked at a payment terminal, the locking is not shown in the Omat kortit (My cards) section of the op.fi service. Usually, if your card becomes locked at a payment terminal of, say, a store checkout, the terminal will display an error message.

Card locked at a payment terminal

Your card will be locked if you enter an incorrect PIN several times at a payment terminal.

You can unlock the locked card at an Otto ATM. Insert the card into the Otto ATM and perform a transaction, such as an account balance query or a cash withdrawal. Follow the instructions on the ATM screen. Your card won’t be unlocked until you have successfully finished the transaction. A locked card can be unlocked at Otto ATMs only. Other ATMs won’t unlock a card that has become locked at a payment terminal. Check the location of the nearest Otto ATM

Card locked at an Otto ATM

To unlock a card that was locked at an Otto ATM, 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 number. Take your user ID and key code list and have them available for identification. Customer service contact information for Private Customers

Card locked during online payment

Your card will be locked if you enter an incorrect 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 number. Take your user ID and key code list and have them available for identification. Customer service contact information for Private Customers

Card locked at a deposit ATM

If you enter an incorrect PIN several times on a deposit ATM (TalletusOtto), the card will be locked. To unlock a card that was locked at a deposit ATM, 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 number. Take your user ID and key code list and have them available 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 two (2) banking days at the latest. 

The card may have been locked because your account balance is negative. Bring your account to a positive balance. The card will work again after two (2) banking days at the latest.

Make sure that Visa or Mastercard is accepted as a payment method. Usually, store checkouts display the logos of the payment methods they accept. Note that Visa Electron doesn’t work, for example, inside an aeroplane or on all ATMs.

Check and edit the card’s spending/withdrawal limits easily on OP-mobile or in the op.fi service. Log into the op.fi service

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. Check the account’s transaction limit in the op.fi service 

A temporary connection issue in the payment terminal may prevent the payment. Try again after 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-Visa Electron cards and OP-Mastercards will temporarily disappear from the op.fi service if they 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

You 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 

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 message our customer service through our website or apps or call us.

Customer service contact information for Private Customers 

If you haven’t yet received a new card or PIN, you can pay your purchases with the Pivo payment app. Your new card will show in Pivo already before you receive the actual card. You can use Pivo to pay with your new card on store checkouts, in applications and online. Read more about paying with Pivo 

It is wise to be prepared for card problems. We recommend that you carry in your wallet a backup card that will serve you if your main card disappears or is damaged.

 

Have you lost your card? Read the instructions.

If your card is lost or stolen, deactivate it by calling OP Deactivation Service (24/7)

Did you not find a solution to your problem?

Don’t worry! Please contact our customer service so that we can solve the problem together. Write down the error message that you received at a payment terminal or on an online store page.

At the beginning of your call, we will ask you to identify yourself by using your OP user IDs. Also have your key code list available.

Customer service contact information for Private Customers

Customer service contact information for Corporate Customers

You can also contact us via chat in the op.fi service. This service is available in Finnish and Swedish. Siirry asiakaspalvelun sivulle

How can I prepare for possible card problems?

Sometimes, problems with cards cannot be solved immediately. The easiest way to avoid trouble is to have another payment card that will serve you if your main card disappears or is damaged. A backup card will also come in handy if you forget your main card PIN or the card becomes locked.

Read more about cards offered by OP and choose a backup card that suits your needs

While you wait for your new payment card to arrive, you can use the Pivo payment app to pay your purchases. Your new card will show in Pivo already before you receive the actual card. Read more about paying with Pivo

Also start using OP-mobile and Mobile key. They will help you in solving card issues, wherever you are.