Applying for a card

Before applying for a payment card, please read carefully the general and specific conditions of the card (CGU).

Make sure that the card being that you are applying for combines more than one function (debit and credit), and, if so, ask for clarification as to the circumstances in which these functions may be used.

Receiving the card and PIN

  • Sign the back of the card, upon receipt. The card is a personal and non-transferable payment instrument, which can only be used by the cardholder;
  • Memorize your PIN and destroy the envelope with its registration. The PIN is a personal and non-transferable code, which under no circumstances should be disclosed;
  • Never write the PIN on the card itself, or on any other support near it.

Using the card

  • Keep your card in good condition and avoid placing it near electronic devices (mobile phones, etc.), heat sources or magnetic surfaces (wallets with magnet closures, etc.), as they may damage the information on the card, making it difficult to use it correctly;
  • In the case of credit cards, do not use the card beyond the set credit limit. Whenever you wish to change the credit limit, ask the issuer to change it, either temporarily or permanently;
  • Always make sure to set the PIN in due conditions of privacy, by typing it while protected from the gaze of third parties;

Other forms of care

Immediately notify the issuer of your card and/or the competent public authorities of the loss, theft or misappropriation and any unauthorized use of your bank card;

Do not disclose sensitive payment card data (e.g. PIN, expiration date, card number, and CVV2), even if apparently requested by a legitimate source. This information is never requested by the card issuer.


Using an ATM

  • Make sure that the ATM looks normal, with no visible signs of alteration or physical damage, especially at the opening to insert the card. If in doubt, do not use this equipment;
  • Always make sure to set the PIN in due conditions of privacy, by typing it while protected from the gaze of third parties;
  • Press “cancel” at least 3 times before inserting the card;
  • Do not accept the help of strangers, while making ATM transactions.
  • Contact the issuer immediately, whenever the ATM retains the card.


Using a POS

  • Make sure the POS looks normal, with no visible signs of modification or physical damage. If in doubt, do not use this equipment;
  • When using your card at a POS, always confirm that the figure shown on the display corresponds to the price of the good or service purchased, before entering the PIN;
  • Always make sure to set the PIN in due conditions of privacy, by typing it while protected from the gaze of third parties;
  • In the case of POS with contactless technology, approach the contactless card to the reader, after validating the operation amount on the display and, when prompted, enter the PIN;
  • Ensure that the operation is not repeated without the POS showing that the first attempt was aborted or unsuccessful, eventually supported in a proof slip;
  • Never lose sight of your card, when making a payment.
  • Always require proof of payment;
  • Always make sure that the card and the copy of the payment slip are returned to you;
  • Keep copies of payment slips until you check your statement and avoid leaving them at the place of purchase or in another public place.


Issuer care

  • Verify if the account has sufficient funds available to pay the check;
  • Respect the pre-printed descriptions on the check;
  • Write only in the places for filling, without exceeding the spaces delimited for this purpose.
  • Issue the check without amendments or erasures;
  • Always indicate the place of issue;
  • Always write the date of issue (day, month and year);
  • Always write the name or title of the entity to whom the check is passed. Checks without indicating the name of the beneficiary can be paid by banks to any person who presents them for payment;
  • Always write the check amount in full, with the full indication of the amount in digits. Checks filled without an indication of the amount by extension can be tampered with for higher amounts. In cases of divergence, the bank pays the amount indicated in full;
  • Always disable unfilled spaces with a continuous horizontal stroke;
  • Sign the check, with the same signature as in the customer's account opening form.

Beneficiary care

Check the good standing of the check’s filled out information, namely, whether there are amendments or erasures and if the indication of the currency in full matches the pre-printed currency.


Digital channel care

Before entering into a contract or purchasing a banking product or service, the customer must:

  • Read carefully all the information provided by the institution;
  • Clear all doubts with the institution;
  • Evaluate in advance the conditions presented to you by the institution, carefully analyzing its costs, remuneration and risks;
  • Make sure that you are provided with all pre-contractual and contractual information in lasting support, in order to be able to consult it later;
  • The bank customer must be attentive and adopt the security procedures that are available to him by their institution;
  • Make sure you only provide the necessary data to complete the purchase;
  • Never access the internet banking service through an existing link in an email message, from addresses recorded in the “favorites” or in the “history”, or from search engine results. The financial consumer must always write, in full, the intended access electronic address (URL) in the browser, in order to avoid access to programs that allow the appropriation of confidential information or that redirect you to a fake WEB page that looks the same as the financial institution's;
  • Do not allow the session of the site or applications with sensitive information to start automatically;
  • Do not disclose your confidential/personal information (examples: passwords, personal identification document data or payment card data), unless this is essential for the payment and always on secure websites. Always be aware of requests for personal data or of an unusual nature, even if coming from a seemingly reliable entity;
  • Avoid using the internet banking service on public equipment;
  • Protect wireless communications (Wi-Fi) by adopting secure protocols and avoid the use of public hotspots;
  • Make payments only to credible entities (that you know and trust) and to secure websites (whose address starts with HTTPS://). The letter “S” indicates that the connection to the institution's online service is secure. Another security feature is the presence of a padlock symbol in the bottom or top bar of the website window;
  • Never use, for access to the internet banking service, the same password that you use for connections that require less security (for example, passwords used in social networks);
  • Periodically check the account transactions and that the date and time of the last access to the internet banking service matches your last login;
  • After using the internet banking service, log out and exit the page;
  • Activate transfer and debit alerts or other security mechanisms that your institution may make provide;
  • Immediately report, to your institution, the theft or misappropriation of the parent card or other security element used to carry out financial transactions through the internet banking service.