Payment cards – questions and answers

• Received by post: a card received by post can be activated in the full version of the Internet Bank in section Accounts and cards -> My cards. The card received by post must be activated within 90 days. Otherwise, the activation button will be removed from the Internet Bank.
• Received in the customer service centre: if you received your payment card in our customer service centre, you can start using it immediately. The card that has not been issued in a customer service centre will be destroyed.

Reserved amounts are the card transactions made, which have already been deducted from the available balance, but have not been posted/visible in the account statement system yet. The real account balance is the one shown opposite to “Available balance”. 

When you click on the amount, the information on reserved transactions will appear.

You cannot increase the credit limit for the cards, which are no longer issued (for the information on these products see the Pricelist). If you want to increase the limit for your existing card, apply for a credit limit in the Internet Bank section Accounts and cards → My cards filling the application “Luminor Black cards with a credit limit”.

Find out about advantages of the Luminor Black card here. 

Find out more about Travel insurance and what you should do in case of an insured event here. 

If your card has expired and you have received a renewed new card automatically, your PIN code does not change – it is the same as for your previous card.
A renewed card is activated when you take out cash from an ATM or insert your card in a POS terminal and enter your PIN (PIN stays the same).

In other cases, when a new card has been issued, activate the card and get your PIN in your internet bank or mobile app under “Accounts and cards” > “My cards”.
If you chose to receive your card at a Luminor branch, your PIN will be issued with your new card.

In case you forget your PIN, you can see it in your internet-bank or in the mobile app under “Accounts and cards” / “My cards”.

You can change your PIN at a Luminor ATM.

If you enter your card’s PIN code in the ATM incorrectly three times, the ATM keeps the card. Therefore, you have to order a new card. Go to the full-version of the internet bank, section Accounts and cards → My cards. Then press “Replace card”.

For all VISA cards the daily limit for purchases is € 5000 and for daily cash withdrawal – € 5000 (or its equivalent in another currency) and the limit for cash withdrawal for a period of 30 days is € 20,000 (or its equivalent in another currency).

For safety considerations, the limit for cash withdrawal from ATM, equipped with the magnetic band technology only, is € 350 per day.

The limit for cash withdrawal from a trader (if the trader provides this service) is € 100 per purchase.

We will renew your card automatically if you have used it for settlements in the last three months and it has a note regarding renewal. You can check it in the Internet bank section Accounts and cards → My cards → Restore card.

At least once a month before your card’s expiry date we recommend you to check that the delivery address for your card is specified correctly in the Internet Bank section Accounts and cards → My cards.

We will make your renewed card by date 15 of the month and send it to the delivery place selected by you.
Card delivery costs:

• by post in the territory of Latvia – € 2;
• by post abroad – € 10;
• at a customer service centre – € 10.

Block your card immediately! You can do this:

• in the mobile app by selecting Accounts and cards / My cards / Block card;
• in the internet bank by selecting Account/Cards My cards / set status Block;
• by phone +371 67 17 1880 (24/7). 

Please note! If you block the card in the mobile app or via internet bank, you still are able to use the card in your digital wallet (Apple Pay, Google wallet). To block the functionality of digital wallets, please contact the bank by phone +371 67 17 1880 (24/7).

To dispute unauthorised transactions, please fill in the Claim for purchase with a payment card. Please provide all relevant information to start dispute process.

You have the right to dispute a card payment if:

• You have not received the goods or services.
• The received goods or services are not as described or have defects.
• You have been charged more than once for the same purchase.
• You do not agree with the amount charged from your account.
• You have cancelled the subscribed service, but the funds are still being debited from your account. 

Please note, to be able to initiate a dispute, first you must try to resolve it with the merchant directly. However, if an agreement with a merchant cannot be reached, we will try to help you to get the paid amount back. 

Please fill in an application Claim for purchase with a payment card and provide all the information related to the disputed transaction.

In the internet bank section Accounts and cards → My cards → Online purchases (Allow/Do not allow) check that the online purchase function is active.

Also make sure that you have enough funds for the transaction in your account.

If your account balance is sufficient and online purchases are allowed, contact us by informative phone +371 67 17 1880 to learn the reason for the refusal.

Such transactions are subject to a makeup of 3%, which is added to the currency exchange rate at the time of posting of the transaction (when the transaction appears in the account statement).

Take into account that currency exchange is in accordance with the currency exchange rate effective at the time of processing of the transaction by the provider of financial services.

Cash withdrawal with Visa Debit card:

• in Luminor ATMs in Latvia, Lithuania and Estonia up to EUR 750 in a calendar months – without commission fee, while the amounts exceeding EUR 750 are subject to the commission fee of 0.4%.
• in other bank, in ATMs of other banks – 2% of the transaction amount, min. EUR 3.50/USD 4.00 USD (if the transaction currency is different from the currency of your card account).

Go to the internet bank section Accounts and cards → My cards → SMS messages → Review/Change. When you open this section, you can select the SMS settings type you like.

If your card is included in a Service package, the SMS service is free of charge. In other cases, according to the Pricelist.

Follow the steps in the instructions

• Instructions for applying for a Cash-in/out using a code in the internet bank and
• Instructions for using the Cash-in/out using a code at an ATM

In case you forget/ do not see your CVV, you can find it in your internet-bank or in the mobile app under Accounts and cards → My cards.

The contactless technology makes it possible to pay for goods up to € 50 conveniently and easily without entering your PIN code.

A contactless card has a built-in antenna that transmits transaction information to/from the terminal at the point of sale (hereinafter – POS terminal). To carry out a transaction, you should for a moment bring your card close to the POS terminal.

All the payment cards issued by Luminor have a contactless payments function.

Contactless payments currently are the quickest and the simplest payment method.

You don’t need to worry about carrying cash with you to make small purchases.

You don’t have to enter your PIN code, if the purchase amount does not exceed € 50 (in some cases you will have to enter your PIN code for security and card authorisation considerations to make sure that it is still you who uses the card).

All the contactless payment cards have this icon: .

No. You will first have to make a standard payment by inserting your card in the POS terminal and entering your PIN code or by withdrawing cash from a Luminor ATM.

• Find a POS terminal with the “contactless” icon.
• Pay for the goods the value of which does not exceed € 50.
• Bring you card close to the POS terminal for a moment.
• The payment will be confirmed as soon as you see a green light and hear a beep. You will have to enter your PIN code from time to time for extra security.

You can use your contactless card in any point of sale showing the icon .

You can use your contactless card in points of sales showing the icon .

This option is available at ATMs marked with the contactless payment symbol.

Luminor ATMs in the Baltics are accessible by tapping a payment card, smart device, or smartwatch. To withdraw or deposit money (only if you tap your payment card), view your account balance, or use any other service, you just need to tap your contactless payment card, smartphone, or smartwatch with the contactless payment function activated and enter your PIN.

The POS terminal signals that the payment has been executed by a green light and a beep.

You make contactless payments for small amount as quickly and as conveniently as possible. The cashier will issue a POS terminal printout for you to check the contactless payment transaction.

Yes, you can use your contactless card abroad and in Latvia in the places showing the icon .

Disabling the contactless function takes place in two stages:

1. The contactless payment function can be disabled in the full version of the internet bank in the section Accounts and cards / My cards / Contactless payments / Disable.
2. Make a purchase over EUR 10.00 by inserting the card into the terminal and entering the PIN code. The contactless feature will be disabled within 24 hours of the transaction.

You should act in a similar way if you want to enable the contactless function of your card.

Yes, it is safe. The contactless technology is based on a chip (card chip) and a PIN code, so you can feel safe when you pay. The restriction per payment is € 50, and you will be asked to enter your PIN code from time to time to make sure that you are the legitimate holder of the card. If your card has been lost or stolen, you are protected from losses caused by fraud. If your card has been lost or stolen, please call us immediately at any time of the day at +371 67 17 1880.

No, it is not possible. At the moment of payment, the cashier will have to enter the amount in the POS terminal, and only then you will be asked to show your contactless card and bring it close to the terminal for several seconds.

No, it is not possible. Contactless POS terminals can process only one payment at a time. Additional means of security: the payment has to be completed or rejected before the next one.

To make contactless payments as convenient and simple as cash payments, the merchants, who accept contactless payments, do not ask to enter a PIN code for purchases below € 50.

If someone makes several contactless payments in a row, he or she will be asked to enter the PIN code to check the identity of the card holder. The maximum amount of contactless payments is € 50, and one or more payments can be made within this amount of € 50. If the purchase amount exceeds € 50, the PIN code will have to be entered and the card will have to be inserted in the POS terminal. If your card has been lost or stolen, please inform the bank as soon as possible so that we can block or replace your card.

If your card has been lost or stolen, please inform the bank as soon as possible by calling at +371 67 17 1880.

No, the card does not have to be carried on the trip, there is no such requirement.

There is no such requirement.

Insurance works without confirmation. Travel conditions vary from country to country - some countries require a policy. In these cases, please request certificates from the Bank.

Travel insurance certificates can be requested by calling Customer Support +371 67 17 1880 or by filling in an application form in Internet bank under Messages / New Application / Travel Insurance Certificate Request, providing your and/or your family members’ details.

The policy number is indicated on the certificate. To apply for a claimes, you only need to provide an existing card name.

If the card is active (not closed), travel insurance is available.

No, they are not insured. Insured are a spouse or a civil partner of the Cardholder, having a joint household with the Cardholder for at least a year and children of the Cardholder (biological and adopted) under 18 years of age (inclusive) and children of the Cardholder (biological and adopted) aged 19 to 24 (inclusive) who are full-time students.

Engaging in skiing, snowboarding and riding a snowmobile is only insured for tracks specially arranged for such purpose.

If the insured person becomes infected with Covid-19 before the start of the trip, the Insurer pays non-refundable expenses for trip cancellation. The maximum insurance indemnity limit for one case is equal to the sum insured for the risk “Trip cancellation” specified in the policy.

The Insurance company will not cover any losses incurred in canceling a trip if one of the family members is the contact person for a Covid-19 infected person.

If the trip is canceled, the Insurer pays non-refundable expenses for trip cancellation. The maximum insurance indemnity limit for one case is equal to the sum insured for the risk “Trip cancellation” specified in the policy.

If the child has only an account and no access to the internet bank, then the parent can open the internet bank for the child remotely by following the steps here. If the parent/child’s representative does not have an electronic signature, then the internet bank can also be opened at one of our branches.

If the account is opened and a card is needed, then the parent can order the card via the child’s internet bank (under Accounts and cards / My cards / Order new card).

If the additional card user is a Luminor customer, the account owner orders additional card via the internet bank: Accounts and Cards / My cards / Order a new card for other person / If additional card holder is Luminor customer / Enter user’s personal identity number.

If the additional card holder is not a Luminor customer, he / she will need internet bank access to activate the card. Internet bank access should be requested by the parent before (see answer to the previous question).

Additional card’s age limits:

• Luminor Debit available from age 6
• Luminor Black available from age 12
• Infinite (for Private Banking customers) available from age 12

Internet bank access has no age restrictions, but age can differ for IB identification tools:

• To access the internet bank remotely, the bank will issue a code generator (no age limitations).
• Access to Smart-ID can be provided only in the branch. Smart-ID itself has no age restrictions for its users but age limits have been set depending on the Smart-ID account type and authentication method chosen.

Yes, but the card is available only from the age of 6.

The parent via child’s internet bank needs to fill in one of these applications:
Internet bank / Applications / Internet bank / Change existing user settings / Change payment limits / Change rights.

• A child is a person under the age of 18 (except persons who have been deemed by the court).
• Travel insurance rules and limits apply regardless of the card holder’s age.
• Purchase insurance rules and limits apply regardless of the card holder’s age.
• In case of an insured event, the claim can only be submitted by a child’s parent or legal guardian.