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Card Security

1. Purchases in stores

With “CHIP and PIN” technology. All Kutxabank cards include a chip as a security element which protects against cloning and against fraud risk by validating cardholder data in encrypted form. Therefore, you simply have to key in your personal identification number (PIN) when using the card when shopping in physical stores. This procedure makes it unnecessary for you sign the receipt when making the transaction.

With “contactless” technology. Just as secure and with the ease of making payments by simply placing your card next to the POS terminal of the store which accepts contactless payments. PSD2 section – payments of physical purchases in order to learn further details about this payment transaction.

With the KutxabankPay app. To do this, at the time of purchase unblock your mobile, activate the NFC option, place it next to the POS terminal of the store and then enter your card PIN if the transaction requires it. You will be asked for confirmation regularly if you wish to continue with this service.

2. Online purchases

2.1 Secure e-commerce: when Kutxabank cards make an online purchase at a secure store, the cardholder will receive an sms with a single-use password on his/her mobile informing Kutxabank to authorise the transaction. If you verified your device on the Mobile Banking APP, authorisation for the transaction is carried out on the app.

2.2 Virtual card: you no longer have to provide the actual number of your card, since you can generate a dummy card number for every purchase, with a maximum limit and expiry date. This service is free and you only have to be a holder of our Online Banking.

3. SMS Alerts

Receive an SMS alert every time you make a transaction with your card which exceeds the amount you have indicated to us when it reaches a daily accumulated limit and, in any case, when it exceeds €500 in purchases. If you receive a message for a transaction you have not made, call 900 44 55 66 immediately

4. Monitoring transactions

If our security system detects any suspicious activity on your card, we will contact you to verify the charges and proceed to block the transaction or the card if it is a fraudulent transaction. You may request Kutxabank  to unblock it over the telephone or from a branch office.

5. Notifying incidents and blocking cards

24-hour permanent telephone service: 900 44 55 66 for notifying any incident or for quickly cancelling your cards in the event of loss or theft.

Below are some preventive measures you must take to protect yourself and minimize the risk of becoming a victim of card fraud:

  • Management of your secret 4-digit number (PIN)
    • Memorize your PIN and do not tell anybody.
    • Never keep it written down in your wallet or next to the card to prevent its falling in the wrong hands in case of loss or theft.
    • Do not choose a number which coincides with a number that is directly related to you, such as the car registration number, date of birth, ID card number...
    • When you enter the PIN while making a purchase, do not let others see it.
    • Change the PIN regularly. You can do so at any branch office or automated teller machine of Kutxabank.
  • If you have a credit card, adapt the limit to your needs.
  • Always keep your card in sight when pay for a purchase.
  • Revise your account statements regularly and check that there are no suspicions transactions. 

    Reviewable now via our online banking system

  • Sign on the signature panel on the back of the card as soon as you receive it.
  • Never give your credit card number or personal information over the phone unless you are the one who has phoned to carry out a transaction.
  • When you receive a new card at home to replace the previous one
    • Activate it as soon as it arrives
    • Sign it
    • Destroy the expired card 
  • Use in automated teller machines:
    • Be aware of the people around you
    • After completing the transaction, secure the card and the cash immediately. Count the money later, in the safety of your car or home.
    • Before arriving at the ATM, take some minutes to make any arrangements or prepare any documents you may need. This will reduce the amount of time you need to spend at the ATM to the minimum.
  • In the event of loss, theft or unauthorized use of your card, report it as soon as you become aware of it on 900 44 55 66 and we will block it to prevent any fraudulent use. 

    Blockable now via our online banking system



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