Popular questions

  • My email/phone number is no longer active and I can no longer access myPOS

    Please contact our Customer Support team and provide your new email address or new phone number. For security reasons a myPOS representative will confirm your identity before processing your request.

  • I forgot the PIN number for my card. What do I need to do?

    If you have forgotten your PIN and entered it incorrectly three consecutive times, your Business Card will be blocked. This is done for your protection, and you need to contact our Customer Support to assist you in unblocking it.

    Customer Support team will assist you with your PIN as well. After they confirm your identity, they will provide you with a phone number. This number is secure and used specifically for the purposes of issuing PIN codes. You will be asked to send this number a text message with the following text: myPOS + a space + XXXXXX (the last 6 digits of the card number). A text message will be generated containing your PIN. Do note that the text message must be sent from the mobile number used when opening the myPOS account. The PIN will be issued to this mobile number as well.

    To make your PIN code easier to remember, you can amend your PIN at any ATM. Simply select the option Change PIN from the ATM’s menu and follow the instructions.

    Find some PIN Security Tips below:

    • Avoid simple number sequences like 1234 and 0000 or number repetitions such as 1122 and 8899
    • Avoid significant dates such as your birth year or a loved one’s birthday
    • Avoid using any part of your Social Security Number or the VAT/TAX number of your company
    • Avoid using any part of your address or phone number
  • Why is my business card blocked?

    Your money is of utmost importance to us and we have to protect it! We have highly efficient automated systems for fraud prevention and they can block your myPOS Business Card in case a suspicious transaction is detected. We want to protect you from transactions which you don’t actually perform.

    You should receive an SMS or push notification in your myPOS app telling you that your card is blocked because of a suspicious transaction. The notification will give you instructions on what to do.

    In case you have not received a notification, please contact us via your registered e-mail or call us to confirm the transaction and we will unblock your card.

    In some cases, your myPOS Business Card may be blocked because your account is blocked.

  • Why is my account blocked?

    As a financial institution, we are required to monitor and detect financial crime. We provide sophisticated monitoring combined with reliable fraud prevention services acting in combination with fraud prevention specialists - our Risk and Compliance teams.

    Our system scans everything that goes on behind the scenes (card transactions, POS transactions, Internet transactions, internal transfers, credit transfers, cash withdrawals, etc.) and once it finds traces of suspicious activity, it instantly flags it until a compliance agent checks and makes sure all is fine.

    Apart from that, our Compliance Department cooperates with external partners and intelligence networks to detect and remove fraudulent accounts quickly, prior to avoiding any damage.

    A certain account will get locked whenever the system raises too many flags, either from our own analysis or based on information from our partners.

    The reasons for this can be various:

    • your ID documents have expired and you have not provided updated ID documents upon our request
    • we received chargebacks
    • our system has detected suspicious card transactions with your card or transfers to persons in sanctions lists
    • unusual transactions hours, unusual transactional behavior
    • transfers of unusual amounts of money

    These and many others raise risk flags and we must block your account for security or regulatory reasons.

    To unlock an account, our Compliance and Risks teams must review each flag, making sure that everything is 100% compliant. Depending on the complexity of the issue, some accounts can be under review for longer than others.

  • Why is my account blocked, but the Customer Support team does not help me?

    The Customer Support team does not unblock accounts. This is done only by the designated teams responsible for monitoring and blocking accounts - Compliance and Risk.

    Furthermore, we are not allowed to announce any details about the account that is blocked until the case is resolved. This means that our Support team cannot share any specific information on why your account has been blocked, or how long it will take to be reviewed.

  • What can I do if my account is blocked?

    First, check your email and/or online account for Notifications we have sent. It is most likely that we have already requested information or documents from you. Please perform the required actions. Contact us if you need further clarification or help with your case. Prepare the documents for your recent transactions, so you have them ready once we reach you.

  • I have a question about a declined card transaction and/or a blocked amount

    A Business Card transaction can be declined on several occasions:

    • Your myPOS card has been blocked for the transaction you are attempting. For security reasons your myPOS card can be blocked for certain transactions. You can view your card’s security settings by logging in to your account, under tab Cards, Settings section. Note that the security settings can be set by card. If you have more than one card, select the correct one to ensure the card hasn’t been blocked for certain transactions.
    • Also for security reasons, your myPOS Business Card has a limit on the transaction amount and number of transactions. Your card’s limits can be viewed in your myPOS account under Limits in the footnote of every page.
    • When attempting an online transaction, your card can be declined if any of the card’s details were entered incorrectly. Check the details and try again.

    When using rental services or self-service facilities, it can happen that the service provider blocks a certain amount in your account. The amount is typically held for 45 days and then released. A myPOS representative could assist you in releasing the amount sooner, do note that further documentation may be required.

  • How long does it take for a SEPA or a SWIFT transfer to clear?

    A SEPA transfer clears in 2 to 3 business days, a SWIFT transfer in 3 to 5 business days.

    A transfer can sometimes be delayed if any of the beneficiary’s details were entered incorrectly. For example, if the beneficiary’s name was entered where the company name should have been.

  • PayPal transactions made with my Business Visa card are processed in the wrong currency, what should I do?

    It is likely that PayPal cannot identify the currency of your Visa Business card. To resolve this, please send a request to PayPal by following the simple steps below:

    1. Log in to PayPal
    2. Scroll to the bottom of the page and select Help
    3. Choose Message Center
    4. Fill in the required info in the form (see snapshot)

      The message to PayPal should include the last 4 digits of your card as well as the corresponding currency. Here is a template you might find useful: Please change the default currency for my card ending on XXXX to XXX (the currency of your myPOS Visa card).

    5. PayPal will make the change and confirm
  • I have ordered / would like to order a myPOS Business Card, how long will it take for my card to arrive?

    The delivery of your new myPOS Business Card will depend on the delivery method you select when placing your order. myPOS offers a courier delivery - a safer, faster option but it can only be done within standard business hours. Alternatively, the card can be sent to you by post, free of charge but the delivery takes longer.

  • What is the myPOS Push Notification Authentication Method?

    The myPOS Push Notification Authentication Method presents you with a better and more secure way to authenticate your transactions. Its purpose is to increase the security level we offer.

    The free to use, Push Notification Authentication sends a push message to your mobile phone every time you log into your myPOS account, make a payment, manage users or perform an action which requires authorisation. With the push message, you can approve or reject the operation.

  • How can I use the myPOS Push Notification Authentication Method?

    To use the authentication method, you must link a device and then log into your account via our website.

    To link a device, perform the following steps:

    • Log into the myPOS app by using the device you want to use for authentication OR set the device you want to use for authentication by pressing “Set as authentication”.
    • Enter a valid email address and confirm by pressing “Next”.
    • Enter a valid password and press “Next”.
    • You will then receive a one-time password (OTP) via SMS and after entering the correct digits, you will be redirected to a new screen where you can enter a passcode for the app and confirm it by pressing the “Save” button.
    • Enable fingerprint authentication or choose “Skip” to use only the passcode for access.
    • The authentication process is now complete.
    • When you log into the myPOS platform on our website, you will see a message informing you that we have sent you a push message to your linked device. When the message is received, you can either accept the login or reject it.
    • More detailed information about the authentication method can be found here.
  • What are the fees for using the service?

    The fees and transaction limits for using the myPOS service can be found here.

  • What kind of customer support do you offer?

    myPOS has a Customer Support Centre and an automated fraud monitoring system working 24/7. Also, a myPOS Customer Service representative is available to you at any time of the day or night.

    At the moment, myPOS offers customer support in English, French, Italian, Spanish, Romanian, Greek, German, Hungarian and Bulgarian.

  • How to defend against phishing, vishing and other malicious attacks?

    What is phishing?

    Phishing is a social engineering attack in which the sender of an email tends to pose as a legitimate organisation, which, through the email, asks you to click on a link or download an attachment that can be harmful and have severe consequences for both you and your organisation.

    How do I protect myself from phishing attacks?

    Always ask yourself whether the email, call or text message you received were expected and if not, be on your guard for any requests for personal information, or requests that ask you to take urgent actions such as clicking on a link or downloading a document. These actions can infect your device and give the bad guys access to your personal data. This can be disastrous for you and your organisation. To find out more, take a look at how to protect yourself from phishing here.

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