If your card is not working

• When making card purchases online you need a valid debit or credit card and your personal online banking codes in order to confirm your payments.
• You need to have enabled online payments with your card. You can enable online payments for your card easily in Netbank or mobile bank.
• The security code CVV or CVC of your card is changed when your card is renewed. The security code CVV2/CVC2 is near the signature panel on the reverse side of your card. In combination cards there is also a debit card number on the back of the card at the bottom. Beside the card number there is the security code CVV2/CVC2. Check that the security code and the validity period match the data on your valid card.
• Check in mobile bank or Netbank that the available balance on your bank or credit account is sufficient. Please note than in some cases your payments may show on your account with a few days’ delay.
• If your online purchase from a US-based merchant did not go through, remove any Scandinavian characters and use “a” and “o”.
• If none of the tips above helped, disable online payments in mobile bank or Netbank and enable them again.
• If you have been using Mastercard Identity Check (previously Mastercard Secure Code) or Visa Secure (previously Verified by Visa) code, you can confirm payments with the Nordea Codes app in the future. Read how you can start using the Nordea Codes app in all kinds of situations.
  
• The payment may also fail because the merchant does not support strong authentication required for the transaction.
  

When to contact Nordea Customer Service

• The PayPal system asks for an extra code: please contact our Customer Service and ask them to send you a PayPal code.

Common online error messages

An error message might look like this: "Session control information missing. Temporary session Cookie usage is required" or "URL not found".

If you see an error message, check the following:

• That you have accepted the cookies and old cookies have been deleted from the cache memory.
• That the data protection level is at least medium in your browser’s Internet settings. After this, you should close the browser and try again.
• If necessary, try to make the purchase again using some other browser.

• that the chip is not dirty or the magnetic stripe is not too worn out. You can clean the chip by wiping it with a cloth.
• that you have inserted the card deep enough into the reader.

The reason may also be a technical delay or disturbance in international telecommunications connections which makes the connection slow. If the tips listed above were not useful to you, please contact us. 

Start using Google Pay or Apple Pay and make payments by taking your mobile phone close to the contactless payment terminal. It’s like paying with a card – only more convenient. Read more about mobile payment options  

• that the chip is not dirty or the magnetic stripe is not too worn out. You can clean the chip by wiping it with a cloth.
• that you have inserted the card deep enough into the reader.
• that the ATM is working. If a Nosto ATM is out of order, you can call the number displayed on the ATM. If an Otto ATM is out of order, please report the failure as instructed on the ATM. 

If the tips listed above were not useful to you, please contact us.

If your card is not working at an ATM abroad:

• Check the geographical usage area and security limits of your card in Nordea Mobile or Netbank.
• Check that the ATM supports chip payments.
• Check that there is a Visa or Mastercard logo on the ATM to indicate that it accepts these cards.

The most common reason for you not being able to pay with your card abroad is the geographical usage area on your card. Other reasons may include connection problems with the payment terminal or Mastercard or Visa not being accepted as payment methods. 

Sometimes you can solve the problem by using another card. That’s why travelling with two cards is a good precaution for unexpected situations.

Check the geographical usage area of your card

1. Check the usage area of your payment card in Nordea Mobile or Netbank. The use of all new cards will automatically be restricted to Europe.
2. If you have a combination card, the usage area is applied to both the credit and the debit card.
3. Changing the usage area is free of charge. You can change your usage area yourself in Nordea Mobile and Netbank or in the OmaLuotto service.
   • In Nordea Mobile: Select the relevant card, then ‘Settings’ and ‘Usage area’.
   • In Nordea Netbank: Select the relevant card, then edit the usage area setting in the ‘Card details’ section.

Read our tips on how to use cards abroad

You can pay contactless with your card or your phone, for instance. If you’re having trouble with contactless payments, see our tips below.

1. For security reasons, payment terminals will occasionally ask you to insert your card and enter the PIN to make sure you’re the rightful cardholder.
   
2. Card security limits may prevent you from using your card at payment terminals. You can easily check the security limits you have set in Nordea Mobile or Netbank. 
   
   
   • In Nordea Mobile: Select the relevant card, then ‘Settings’ and ‘Daily limits’.
   • In Nordea Netbank: Select the relevant card, then look at the daily limits in the ‘Card details’ section.