What to do if...

Уour card is lost or stolen

If your payment card is lost/stolen, you should immediately block it. Please contact us immediately:

- contact-centre (during working hours):
tel. 0 800 500 9 90
tel. +38 044 590 10 00
skype: procreditbank_ua
or
- 24-hour support team of Processing Centre:
tel. 0 800 505 5 55
tel. +38 044 231 73 33

To re-issue a new card please visit a branch of ProCredit Bank with your passport.

You cannot withdraw money or pay for a purchase with your card

Possible reasons are:

- There may not be enough funds on your account to perform the operations Please, check your account balance (at ATM or call the contact-centre).

- The validity of your card may have finished. Please see point 3.2.

- The total sum of operations on that day may have been beyond the limits established for your security.

Please, contact:

- contact-centre (during working hours):
tel. 0 800 500 9 90
tel. +38 044 590 10 00
skype: procreditbank_ua
or
- 24-hour support team of  Processing Centre:
tel. 0 800 505 5 55
tel. +38 044 231 73 33.

- Technical issues with ATM (POS-terminal in a shop) may be the reason as well. There may be problems with the connection between ATM (POS-terminal) and the bank or the device may be broken or. In this case, please pay later or in a different shop, use the ATM of another bank. If the card is not accepted by other ATMs or POS-terminals either, the card (magnetic strip) may be damaged.

- The card’s magnetic strip may be  damaged (POS-terminal in a shop or ATM can’t read information).

Please, visit a branch of ProCredit Bank with your passport in order to re-issue the card.

You disagree with a sum of transaction reflected in your card account statement

Contact any branch of ProCredit Bank for further investigation. You may have to submit an application enumerating such transactions. It is helpful if you keep receipts of transactions and can show them for proof.

An ATM withheld your card or you forgot to take it

If your card is left in an ATM of ProCredit Bank you should get in touch with the contact-centre, they will further instruct you on how to get it back. 

If your card is left in an ATM of another bank you should visit that bank with your passport within 3 days. In some cases that bank may ask for a written permission from ProCredit Bank before returning the card. In this case, please, call the contact-centre of ProCredit Bank.

You can block your card if necessary.

- contact-centre (during working hours):
tel. 0 800 500 9 90
tel. +38 044 590 10 00
skype: procreditbank_ua
or
- 24-hour support team of Processing Centre:
tel. 0 800 505 5 55
tel. +38 044 231 73 33

Card is not accepted to complete payment transaction

If a shop, restaurant etc. sports the VISA logo (on the door, near the cash desk etc.), they cannot refuse to accept your card. Should they do so, please ask the shop assistant / cashier to provide you with a written refusal. Please contact ProCredit Bank in any case of refusal in order to clarify the reasons further.

You forgot your PIN

Please contact any branch of ProCredit Bank with your passport for getting your PIN re-issued .You can also withdraw cash from your account without using the card at the ProCredit cash desks.

ATM didn't disburse money

Please check if the money has been debited from your account and contact:

- contact-centre (during working hours):
tel. 0 800 500 9 90
tel. +38 044 590 10 00
skype: procreditbank_ua
or
- 24-hour support team of Processing Centre:
tel. 0 800 505 5 55
tel. +38 044 231 73 33

If the money has been debited you should contact any branch of ProCredit Bank and fill in an application for examination. According to its results the money will be returned to your account.

You cannot make a payment on the internet, in a shop, at a petrol station etc.

You may have gone beyond the established card limits or you used up your attempts to type a wrong code. Please, contact:

- contact-centre (during working hours):
tel. 0 800 500 9 90
tel. +38 044 590 10 00
skype: procreditbank_ua
or
- 24-hour support team of Processing Centre:
tel. 0 800 505 5 55
tel. +38 044 231 73 33