If you are called and presented as a bank employee, immediately stop the conversation if:

• You are informed about the receipt, write-off or transfer associated with the cards
• A message comes with the addition of a contact
• In a conversation, they say that they will reissue you CVV codes or ask you to say the branch number (the numbers on the back of the card)
• They say that they will send SMS or Viber-messages and they need be checked
• They ask to go from the message to the Internet-banking page and enter the refusal code in the pop-up window

Attention, in no case, follow the links in such messages and immediately stop the conversation!

In order to protect customers against possible cases of fraud and risks of loss of funds, we remind you!

Bank employees will NOT call you in any way to ask for confidential information about the card, in particular:

• its validity period;
• PIN-code;
• CVV-code (3 digits on the back) and they don't reissue the CVV-code (numbers on the back of the card);
• any logins and passwords, in particular for logging into the Internet- and mobile banking;
• codes (passwords-confirmation) and other information from SMS of the bank or Viber messages;
• and they will not advise you to follow an incomprehensible link from an SMS sent from the Internet;
• they will not rush you to transfer all the funds for storage in some account;
• if you are informed about receipts, debits or transfers related to the cards;
• the message prompts you to go to the Internet-banking page and enter the refusal code in the pop-up window;
• they do not indicate the need for password recovery.

You need to know how to save your funds, namely: 

• if you are asked for the full details of your bank card, they inform about the balance, say that funds are being stolen from you and hint to read the SMS – stop the conversation immediately;
• if you receive unknown SMS – inform the bank about it;
• if they say that you are making or receiving a payment, but you have not made any payments;
• supposedly you receive a payment from a legal entity, while your accounts will be blocked.

​Your actions:

• immediately after that, call your bank (the number is indicated on the back of the card – such numbers are only for calls to the bank) and find out if everything is ok;
• notify the bank about the disclosure of confidential data, if this happened;
• block the card and limit the possibilities of conducting transactions on the Internet, reduce daily spending limits;
• contact the police.

We remind you that the hotline numbers are only for your calls to the bank.

If your interlocutor introduces himself as a bank employee and calls from a number similar to the bank's hotline number, for example, +38044 2907290 - stop the conversation!

Call the bank and inform them about it.

In general, remember: the first rule of security for your financial account is not to share confidential data with anyone. Especially on the phone, where you do not even see the interlocutor, moreover, you cannot check the veracity of his words.

Note that fraudsters can be very persuasive, so try not to answer any questions on the phone. If in doubt, ask the employee to choose the time for a personal conversation at the branch or call the bank's hotline yourself, the phone number is indicated on the card and the bank's website.

Fake websites

Fraudsters create fake websites to allegedly top up a mobile account, pay for the Internet or utilities without a commission. Such stories end in the same way – the customer loses all the money from his bank card.

How not to get hooked

Do not use unknown resources where you need to enter your confidential card data. Get a separate bank card for online payments and replenish it as needed. Connect 3-D Secure (a technology that allows the bank to identify the cardholder when conducting an online transaction). The safest way to top up your mobile account, pay utility bills or the Internet through the Internet-banking of the bank where you are served. Most fraudulent websites can be found in databases on the websites: https://www.ema.com.ua/citizens/blacklist and https://cyberpolice.gov.ua.

Please be advised that when a bank card is added to the paid App Store/Google Play services, the amount for the subscription may be withheld!

If you have not been using the App Store/iTunes/Google Play application for a long time but have not canceled the subscription, payments for the subscription may continue to be debited from the card automatically on a regular basis or every time you receive the service.

The Bank strongly recommends all its customers to study all the conditions of the subscriptions they make on various paid services carefully.

Instructions for canceling a subscription from your card on paid App Store/Google Play services.

For Android devices:

1. Enter the "Play Market" program.

2. Click the profile icon in the upper right corner of the screen.

3. Select the "Payments and subscriptions" section in the menu.

4. Select the subscription you want to cancel and click the "Cancel" button.

5. Follow the instructions.

For iOS devices:

1. Enter the "Settings" menu, click "iTunes Store, App Store".

2. Click your Apple ID identifier at the top of the screen, then in the "View Apple ID" pane. Apple ID identifier authentication may be required.

3. Click "Subscriptions" and select a subscription to manage.

4. Click the "Unsubscribe" button.

Very important! Please be aware that the subscription will cease to operate from the next paid period after it is canceled.

If you still failed to cancel your subscription, we recommend contacting the Google Play/App Store/iTunes support service or support of another resource where you could link the card to a paid account.