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You can try the instructions and tips below, when your card is not working at a payment terminal, at an ATM or online.

Available balance on your account/available amount of credit

  • Check that the balance is sufficient on your bank or credit account or activate the credit transaction query service in your mobile bank or Netbank. You can also view your balance or credit transactions at an ATM. A fee is charged for balance queries at ATMs in accordance with the valid tariff.
  • The spending limit of a parallel card has an effect on how much credit the parallel card holder can use during an invoicing period. The parallel card holder can agree on the spending limit with the principal card holder by contacting Nordea Customer service on the phone or via chat and identifying themselves.

Please note than in some cases your payments may show on the account with a few days’ delay.

Security limits

You can check your card’s security limits and change them when necessary in your mobile bank or Netbank.

For security reasons, the security limits on your card should be set low and changed as necessary when making a larger purchase in order to prevent debiting of higher amounts from your account in cases of misuse.

Please also check the following restrictions in your mobile bank or Netbank:

  • Usage area
  • Online usage
  • Online gambling is prevented on cards renewed after 9 May 2018 (does not automatically apply to annually renewed cards). You can remove the block by calling Nordea Customer Service.
Payment terminal
ATM
Online payments

Payment terminal

If you card is not working at a payment terminal, check the following:

If you card is not working at a payment terminal, it may be because of a technical delay or disturbance in international telecommunications connections and the connection is slow. Still, check the following:

  • That the chip is not dirty or the magnetic stripe too worn out. You can clean the chip by wiping it against a cloth
  • Whether you have inserted the card in the reader deep enough
  • If the tricks listed above did not help, please contact Nordea Customer Service at 0200 70 000.
  • 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 the mobile payment alternatives.

ATM

If you card is not working in an ATM, check the following:

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

If you card is not working in ATMs abroad, check the following:

  • Check usage areas and security limits in mobile bank or Netbank:
  • Whether the ATM supports chip payments
  • Does the ATM display a logo meaning that it accepts Visa cards/Mastercards
  • If the ATM is out of order, you can call the number displayed on the ATM.
  • If a payment ATM or Otto.ATM is out of order, please report the failure in accordance with the instructions provided on the ATM.
  • If the tips listed above were not useful to you, please contact Nordea Customer Service, tel 0200 70 000, or via chat.

Online payments

If you card is not working for online payments check the following:

In future, you will need access codes for confirming your online payments. If you do not have access codes, see the instructions for how to order them here.

  1. Are online payments switched on (in mobile bank or Netbank)?
  2. The security code on the reverse side of your card The CVV or CVC is changed when your card is renewed. Check that the security code and the validity period match the data on your valid card.
  3. Check in mobile bank or Netbank that the available balance on your bank or credit account is sufficient. You can also make a balance query at an ATM. Please note than in some cases your payments may show on your account with a few days’ delay.
  4. If your online purchase from a US-based merchant did not go through, remove the Scandinavian characters and use “a” instead of “ä” in your name and address.
  5. The PayPal system asks for an extra code – please contact Nordea Customer Service and ask them to send you a PayPal code.
  6. If you have been using a fixed Mastercard Secure Code or Verified by Visa password, please call Nordea Customer Service.
  7. If none of above-listed tips helped, switch online payments off in your mobile bank or Netbank and then on again.

Common online error messages

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

If ou see an error message, check:

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

Contact us  

Call 0200 70000