Cards

Frequently asked questions

Change a card type - How can I change a card type, for example from OP-Visa to OP-Visa Gold?

It is often advisable to change the card type, say, from a payment card to a credit card or a credit card with more additional services.
 
Learn more about OP's cards. When you find a card that best suits your needs, you can fill in a card application. You can also apply for the card by phone.
 
You will receive your card within 1–2 weeks.
 
After you have received your new card and found it to be functional, you can ask us to close the old card by sending us a message. Send the message after logging into op.fi.
 
Please let us know in the message:
  • which card you want to close
  • the last four digits of the card to be closed and
  • information that you will destroy your card yourself.
When you destroy your card yourself, cut up it properly into several pieces so that the chip and the magnetic stripe are destroyed.
 

My card is broken – How can I get a new one?

There may be dust on the chip. Wipe the chip slightly, say, on your shirt sleeve.

If wiping does not help, the chip may be damaged. Log into op.fi and order a new card 

My card does not work – What could be the reason?

You can look for a possible solution here.
 

Expiry date, funds available for spending, payment limit and credit limit

Is the card valid? Check the card’s expiry date on the front of your card.

Has the card’s spending/withdrawal limit or the account’s usage limit been met? Check and edit the spending/withdrawal limits and the usage limits easily on OP-mobile or at op.fi. 

Are there enough funds available for spending on the card or the account linked to the card? Check the funds available for spending on your card via Pivo, OP-mobile or at op.fi. 

Has the card’s credit limit been met? Increase the credit limit on OP-mobile or at op.fi. 

I transferred money to my credit card, but the payment is not shown in card transactions or in the funds available for spending. Please note that registering a payment with a reference takes at least one banking day.

Has the credit card bill fallen due? A bill that has fallen due may prevent you from using the card.

 

The 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.

The card is new or I’m using it for the first time and contactless payment doesn’t work. Activate contactless payment by paying with your PIN code first. To activate contactless payment with a combination card, you must make the first payment on the Debit side.

Have you made many contactless payments? For security reasons, your PIN code is asked every now and then when you make a payment. If you’ve forgotten your PIN code, order a new PIN code.

If you enter the wrong PIN code several times at a payment terminal, the PIN code may be locked. You can unlock a PIN code that has been locked at a payment terminal by logging in at an Otto ATM. Find your nearest Otto ATM.

There may be dust on the chip. Wipe the chip lightly, for example on your shirt sleeve, which should remove the dust. If this doesn’t help, the chip may be damaged. Order a new card to replace the damaged one.

 

The card doesn’t work online

Ensure that the card details (card number, expiry date and security code) have been entered correctly. The security code (CVC number) is a three-digit number series on the back of the card.

Is the card usage prevented by the card’s spending/withdrawal limits for online payments? Check and edit the spending/withdrawal limits easily on OP-mobile or at op.fi. 

Did you visit the bank’s website while making the purchase? Were you able to identify yourself? Check that the Verified by Visa or Mastercard SecureCode verification works. Sometimes the browser security settings may prevent a payment transaction.

A pop-up blocker may prevent an online payment. If you confirm the purchase with your online bank user identifiers, ensure that pop-up windows are enabled throughout your purchase process.

 

The card doesn’t work at an ATM

Is the card usage prevented by the spending/withdrawal limit for daily cash withdrawals or the account’s usage limit? Check and edit the spending/withdrawal limit, usage limit and cash withdrawal limit easily on OP-mobile or at op.fi. 

The card’s PIN code doesn’t work. To unlock a PIN code that was locked at an Otto ATM, contact our customer service. Identify yourself electronically and contact our customer service.

 

The card doesn’t work abroad

Has the card’s spending/withdrawal limit or the account’s usage limit been met? Check and edit the spending/withdrawal limits and the usage limits easily on OP-mobile or at op.fi. 

A temporary connection issue in the payment terminal is preventing the payment. Try again after a moment or try paying with another card.

Using another card may sometimes solve the problem. When travelling abroad, a second payment card is a recommendable precaution for surprising situations.

 

The card’s PIN code doesn’t work

The card’s PIN code was locked at a payment terminal. Unlock the locked PIN code by logging in with your card at an Otto ATM. Find your nearest Otto ATM

The card’s PIN code was locked at a petrol pump. Unlock the locked PIN code by logging in with your card at an Otto ATM. Find your nearest Otto ATM

The card’s PIN code was locked at an Otto ATM. To unlock a PIN code that was locked at an Otto ATM, contact our customer service. Identify yourself electronically and contact our customer service.

 

If you haven’t found help for your problem, contact our customer service and let’s solve the matter together.

Write down the error message that you received at a payment terminal or on a webshop page.

 

This is how you’ll reach our customer service.

Credit card bill due date – How can I change the due date of my credit card bill?

If you are a holder of the Visa Credit card, you can change the due date on OP eServices. As Visa Credit cardholder, you have four due dates to choose from: 7th, 15th, 24th or the last day of the month. You can also call our customer service at 0100 0500 (Mon-Fri 8-19, local network charge/mobile charge) to change your due date.

As holder of OP-Mastercard or K-Plussa Mastercard, you can choose whether your credit card bill's due date is the 1st, 8th, 16th or 24th day of the month. You can change the due date of OP-Mastercard's bill at an OP cooperative bank branch or by calling OP telephone service, 010 253 1333. You can change the due date of K-Plussa Mastercard's bill by calling customer service, 010 252 7020.

Lost or forgotten PIN - how to reorder

You can reorder your PIN by logging into op.fi. Login, choose the card for which you need the PIN and make the order (in Finnish).

Product Protection Insurance – What does it cover? How does the insurance work?

Product Protection Insurance is a free insurance policy for owner-customers for products purchased with an OP credit card with credit/debit function. 

The insurance comes ready with all owner-customer credit cards, OP-Visa, OP-Visa Gold, OP-Visa Platinum and OP-Mastercard

The insurance protects your purchases for 180 days. Product Protection Insurance may cover, for example, if your new glasses or table computer is broken, or your phone screen is damaged. The deductible is 75 euros, and the maximum compensation for each item is 2,000 euros.

In the event of loss or damage, file a loss report

If the product is defective, contact the seller. If the product breaks down for any other reason, file for compensation from Product Protection Insurance. File a loss report in OP-mobile or op.fi. You can also report the loss by calling our Claims Settlement service line. Read more on how to report losses

Visa Secure – What does Visa Secure mean?

Visa Secure (formerly Verified by Visa) is a service jointly developed by the international Visa, Nets and banks that enhance online payment security. When you use an OP’s Visa card* to pay for an online purchase and are about to pay for your purchase, you go to the op.fi online service where you acknowledge our purchase with your personal online service user identifiers.

If you are user of OP-Visa Business Card designed for corporate customers, you will be sent a one time password (OTP) to your phone at the time of payment. The OTP enables you to authenticate yourself and confirm the payment. The service requires no separate activation.

Use the secure online payment service whenever you make purchases at a webshop that uses Visa Secure.

*OP’s Visa cards are OP-Visa, OP-Visa Gold, OP-Visa Platinum, OP-Visa Debit and OP-Visa Electron.

Deactivating a card - Is your card lost or stolen?

If your card is lost or stolen, phone OP Deactivation Service immediately: 0100 0555 (24/7). When you call the deactivation service, you don't need your card's number; your personal ID is all you need. Your liability ceases at the time when you report your card lost or stolen, and you will not lose your money if anyone tries to use your card.

New card to replace the lost or stolen one

Your card stops working immediately once you report your card lost or stolen. If you find your card that you have reported lost or stolen, don't use it but wait for a new card.

You will be automatically ordered a new card and PIN when you call the Deactivation Service and report your card lost. You will receive the new card within a week or so.

If my Visa bill contains transactions that I do not recognise, what should I do?

As soon as you get your Visa bill, check the transactions. Keep the receipts and documents of your Visa purchases until you check the bill. If your bill has an ambiguous or extra debit amount, please contact customer service. Make complaints as soon as possible. Please note that the payee’s name shown in the bill is not always equivalent to the merchant’s name.

OP-Visa customer service for cards beginning with 4324 (Mon.–Fri. 8 am–6 pm)

Customer service in Finnish (09) 6964 6015
Customer service in Swedish (09) 6964 6215
Fax: +358 9 6964 9600

New OP Card Customer Service for cards beginning with 4010 0100 0500 (Mon.-Fri. 8 am-7 pm)

Customer service in Finnish, Swedish and English from the same number.

The card PIN does not work – The PIN has been locked

If your card’s PIN has been locked either at POS or petrol pumps, you can unlock your PIN at an Otto ATM. If your PIN has been locked at an Otto ATM, you will have to go to an OP bank branch to unlock it.

Withdrawal limits - How can I change spending and withdrawal limits for my card?

You can change the daily spending and withdrawal limits of your OP-Visa cards at OP eServices by going to Private customers > Cards > Change card spending and withdrawal limits. Alternatively, you can change them on OP-mobile, at an OP cooperative bank or by calling OP telephone service at +358 10 253 1333. For the OP-Visa Debit Mobile card, you can change these limits also on the Pivo app. For OP-Mastercard, however, the spending and withdrawal limits can only be changed on OP eServices, at a bank branch or by calling the telephone service.

Please note that the account too may have a spending limit that restricts not only cash withdrawals and account transfers but also card payments. You can change the spending/withdrawal limits on OP eServices or by visiting a branch.

Use of credit card - How can I repay my credit card debt during the billing period?

You can repay your credit card debt anytime you want if you do not to wait for the next credit card bill or want to pay the arrived credit card bill before the due date. You can repay the debt with an amount of your choice or pay it off.

If you want to repay your debt continually during the billing period, you should create a new payment template and save it for later use. For repayment, you need an account number and a reference number found in your credit card bill, as these details will remain unchanged for every repayment. You can save the added payment template as name of your choice, and making further repayments will therefore be easy.

You can also copy a payment from your previous repayment. Doing this is easy when you move to the repayment you made in your account transactions and select "Copy as payment". Then the account number of your credit account and the reference number you used will be automatically included in the new repayment. You only add the amount to your payment details with which you want to repay your credit card debt and confirm the payment.

Extra repayments are free of charge and you can repay your credit card debt as often as you like. Please note that your repayment will show in your credit account within a few business days.

In addition to extra repayment, you can transfer extra money to your credit account, or make an overpayment, for a purchase above your card's credit facility. You can make a maximum of 2,000 euros of overpayment to your credit account in which case your account's credit limit will increase by the same amount. Overpayment enables you, for example, to prepare for a larger purchase or ensure that your credit account has sufficient funds for a holiday trip. If your credit card has a limit of, say, 1,000 euros, you can transfer extra money worth 2,000 euros to your credit account and enable a 3,000 euro purchase through the overpayment you made.

Use of credit card - How can I change the minimum monthly payment of my credit card bill?

If you like, you can change the minimum monthly payment of your credit card bill, or the minimum amount you must repay on your credit card debt on the due date of your choice.

You can change the minimum monthly payment of your Visa Credit card bill on OP eServices.

As holder of OP-Mastercard, you can change the minimum monthly payment of your credit card bill at an OP cooperative bank branch or by calling our telephone service, 010 253 1333. You can change the minimum monthly payment of K-Plussa Mastercard's bill by calling customer service, 010 252 7020.

Contactless payment – Can I make contactless payments with OP’s card?

Contactless payment facility is automatically included in all our payment cards. You can recognised a contactless payment card on the basis of the contactless wave symbol. You can use contactless payment for all purchases of less than 50 euros.

Paying for hotel accommodation and car rental – What card can I use to pay?

Paying with a credit card is the most common practice and it is also often the only acceptable payment method.

Paying online – What cards enable me to shop online?

You can make online purchases with all OP’s payment cards. The merchant determines acceptable payment methods.

Debit and Credit – What is the difference between Debit and Credit payments?

Debit payments are debited to a bank account and Credit payments to a Visa account.

Payments at shops abroad – What cards can I use to pay for purchases overseas?

You can use all OP’s payment cards to make payments abroad. Please note that the way your card works differs by country and region.

Paying a credit card bill – How can I pay my credit card bill or repay my credit card debt automatically?

You can pay your credit card bill as an e-invoice, using the bill's barcode on OP-mobile or by manually entering the bill's payment details on OP eServices.

If you want the amount in your credit card bill to be repaid automatically from the account of your choice on the e-invoice due date, you can change the settings of the e-invoices you have ordered. In such a case, you can select whether the e-invoice amount is automatically paid in full or whether an individual credit card bill amount is repaid up to the euro limit you have set. If you set a euro maximum for the e-invoice, you will get a separate e-invoice for the amount above the maximum on OP eServices that you need to confirm.

Increasing the card’s credit limit – How can I increase my credit card’s credit limit?

You can increase the credit limit for your credit card in the Daily banking services section when you choose to increase the credit limit. You can also do so by visiting a bank branch or, provided you authenticate yourself electronically, by calling our telephone service.