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  • icone faq question How do I activate my debit or credit card?

    To activate your card, you must make an in-store purchase or withdraw cash from an ATM.

    You cannot use the contactless function for your first transaction, as the PIN is required.

  • icone faq question How do I change my PIN?

    You can change your PIN at any BGL BNP Paribas ATM. If you want to change your credit card PIN, it’s possible to do so using other ATM networks in Luxembourg.

  • icone faq question What should I do if I forget my PIN?

    If you forget your PIN, you can request a new one at any BGL BNP Paribas branch or via Web Banking. Your new PIN will be sent to your home in a securely sealed envelope.

  • icone faq question Do I need a debit card if I already have a credit card?

    Credit cards are used in conjunction with debit cards. If you prefer payments to be debited directly from your account, use your V PAY debit card. However, if you want to defer your expenses and pay them off in one go, opt for our credit card range.

    For withdrawals via the ATM network in Luxembourg and Europe, we recommend that you use your V PAY debit card in order to limit any withdrawal fees.

  • icone faq question Can I make online purchases using a V PAY debit card?

    The V PAY debit card doesn’t currently include an online payment option. However, our range of credit cards offers access to this feature.

  • icone faq question What should I do if a payment is refused?

    You can change your credit card limit online via the Web Banking site or app, or by calling Client Service on (+352) 42 42 2000 .

  • icone faq question What should I do if an ATM eats my card?

    Contact our Client Service on (+352) 42 42 2000.

  • icone faq question How do I view my credit card statements online?

    On Web Banking, you can access your E-documents under “PDF statements, notices and contracts” on the right-hand side.

  • icone faq question What is my credit card limit?

    On Web Banking, go to “Accounts” and click on your credit card to find out your card limit and view other important information including:

    • A list of your payments
    • Your statement periods
    • The next debit date
    • Your card information (card limit, expiry date, etc.)
  • icone faq question How do I increase my credit card limit?

    You can increase your credit card limit yourself on the Web Banking platform or the mobile app. This increase is instant and secure, and lasts for 30 days.

    If you need to increase your limit permanently, please contact your advisor in order to define the limits that best suit your personal situation.

  • icone faq question What should I do if my card is lost or stolen?

    Call this number immediately to block your card: (+352) 49 10 10.

    You must also report your cards as stolen to the police within 24 hours.

  • icone faq question I’ve noticed a suspicious transaction on my card, what should I do?

    If you notice a suspicious transaction on your card, first let SIX Payment Services know by calling (+352) 49 10 10, available 7 days a week, so that they can block your bank card and prevent further fraudulent use.

    You should then contact your bank to let it know which transactions weren’t made by you.

  • icone faq question What should I do if my debit/credit card is about to expire?

    Generally, you won’t need to do anything at all. You should receive your new card three weeks before your current one is due to expire. If you don’t receive it, please contact our Client Service on (+352) 42 42 2000.

  • icone faq question How do I submit an insurance/assistance claim relating to my premium credit card (Mastercard Gold, Platinum or Elite)?

    Submit a claim and activate your cover with our partner, Europ Assistance:

    • In an emergency, simply call the phone number on the back of your card
    • Go to assur-lux.spb.eu to make a claim, obtain information or ask a question
    • Send an email to gestionsinistres@europ-assistance.be (+352) 27 30 21 30
    • Write a letter to SPB Assurances

      Cartes BGL BNP Paribas World Mastercard
      CS 90 000
      F-76095 Le Havre Cedex, France
  • icone faq question What’s the difference between the insurance and assistance services linked to my premium credit card (Mastercard Gold, Platinum or Elite)?

    To benefit from the insurance linked to your card, the goods or services must have been paid for with the credit card itself.

    To benefit from the assistance solutions offered with your card, simply being a card owner is enough to cover you and your family.