- Who will repay me if I get scammed?
If you see card or account transactions that you don’t recognise, you can dispute them.
Instructions on how to dispute transactions. Please read the instructions carefully.
We will process your dispute within about 2 to 3 months. We will process all disputes individually and send you our decision in writing in Nordea Netbank or Nordea Omaposti.
- Is Nordea Mobile safer than Nordea Netbank?
Nordea Mobile and Nordea Netbank are both equally safe, as long as you use them carefully and keep a few rules of thumb in mind:
- Never log in to Nordea Netbank by clicking links in search engines, text messages, emails or social media.
- Always use the Nordea website to log in to Nordea Netbank or add it to your favorites or bookmarks.
- Ensure the security of your smart device. Never install apps from outside the app store on your device.
- How can I prevent scams if my personal data has been disclosed to third parties without my permission?
Contact Nordea Customer Service and let us know what has happened. You can also set a voluntary ban on credits.
It does not cost anything and protects you if your personal data has been stolen. You can set the ban in the positive credit register maintained by the Tax Administration.
If you want to get detailed instructions on what to do in these situations, go to the suomi.fi website.
- What kind of security limits do you have for payments?
You can easily edit the security limits and geographical restrictions of your payment cards in Nordea Mobile and Netbank.
You can restrict the use of your account by defining it as a viewing account. You can do this by contacting us. A viewing account means that you can see the account in Nordea Mobile and Netbank but can’t make any payments from it without contacting us and verifying your identity.
In addition, we have set general security limits for payments made in Nordea Mobile and Netbank. If your payment exceeds these security limits, you will need to call our Customer Service in order for the payment to go through. Should this happen, you will receive the following notification in Nordea Mobile or Netbank: “Your payment exceeds the security limits; please call us.”
Your payment may also be rejected for security reasons. You will see this text in the payment information: “Reason: The payment was rejected. Check the payment details. We have tried to reach you by phone or we have sent you a message in Nordea Mobile and Netbank.”
If your payment is being processed for security reasons, you don’t need to make the payment again using the same details. If the payment hasn’t been debited from your account within 24 hours and you haven’t received a message saying your payment has been rejected, please contact our Customer Service. If your payment is urgent, please contact our Customer Service.
- What is phishing?
Phishing is an attempt to steal sensitive data by phone, a text message or an email or via social media or search engines. People with criminal intentions want to get their hands on their victims’ personal data, such as online banking credentials or card details.
Phishing emails often coax the recipient to disclose their online banking credentials via a link or an attachment. Fraudulent text messages (smishing) may also contain a link or an attachment or ask the recipient to call the number included in the message. In fraudulent phone calls (voice phishing or vishing), the caller pretends to be a representative of a bank or an authority and asks for the victim’s online banking credentials or prompts them to make payments.
Phishing attempts will often try to create a sense of urgency. If you are contacted through any channel and requested to provide online banking credentials or card details, pause and think for a moment before providing them. You can always check that the message is legitimate by contacting the claimed sender. Remember to check the contact details from their official website, for instance.
- What concrete measures is Nordea taking to prevent fraud?
We are constantly working to enhance the security of our services and your banking. We work closely with the authorities and other banks in Finland and across the Nordics on fraud prevention. We actively share tips on secure banking in our various communication channels.
We monitor card and account transactions and have introduced security limits for payments made in Nordea Netbank and Mobile. You can also set restrictions on your services yourself:
- You can restrict the use of your payment cards with different security limits.
- You can also limit the use of your account by defining it as a viewing account, which means that you can only make payments from it by contacting us.
- How do I know that a call comes from Nordea?
We will never ask for your online banking credentials or card details.
You can make sure that a call you get comes from us by using the ‘Verify call’ feature in the Nordea ID app.
If you start to suspect something is wrong, hang up and call Nordea Customer Service yourself to ensure that you really were talking to someone from Nordea.
- I have been scammed. What should I do?
If the scammer has stolen your card details or online banking codes, it is important that you act right away. You can block your card and online banking codes by calling us.
Call our Customer Service and select the hotline to help fraud victims (option 4).
When our Customer Service is closed, please call the blocking service on +358 20 333 (local rates apply*). The blocking service is available 24/7.
After our Customer Service has immediately taken the necessary measures, we will inform you how to get new online banking codes, how to report the crime and how to initiate a dispute process.
Disputing a card transaction
- How can I update my contact details?
It’s important that the contact information we have for you is up to date. With the correct contact information, we can reach you in important banking matters and handle them swiftly.
How to check and edit your contact details in Nordea Mobile and Netbank
Nordea Mobile: Profile / My contact information / Check your email address and phone number
Nordea Netbank: Your name / Profile / Check your email address and phone number
If you are moving in Finland or abroad and submit an official notification of change of address to Posti and the Digital and Population Data Services Agency online, your new address will be updated in our systems automatically.
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