all you need to know about credEcardplus

From how to apply to using your card and e-account, you will find all the answers to your questions here.

Frequently asked questions

 

 

New card requests

 

When will I receive my card and PIN?
You should receive your card within 20 days. Before you start using your card you will need to activate it and retrieve your PIN: 
    Activating your card
    To activate your card you need to do one of the following:
  • Online – go to my cards page and click the activate button next to the relevant card image.
  • Telephone +371 6785 9949, choose option 2 and follow the instructions. Please have your card and account number handy.
    Retrieving your PIN
    To retrieve your PIN:
  • Go to my cards page and click the retrieve pin button next to the relevant card image.
Is my airBaltic payment card like a normal bank debit or credit card?
Your airBaltic payment card does not offer credit nor an overdraft. You must top-up or transfer money to the card before you can spend it, and you can only spend what you load onto the card.
Where can I use my Prepaid Card?
You can use your airBaltic card wherever you see the Visa acceptance mark, including shops, restaurants, at ATMs, online and for telephone or tv shopping.
I haven’t received my airBaltic Payment Card, what should I do?
If you haven’t received your card in 20 days, contact Customer Services.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

Activating and using your Payment Card

 

Does my airBaltic Payment Card work as soon as it arrives?

No, when you receive your card you will need to activate it by following the instructions below:
There are 2 ways to activate your airBaltic payment card card:

  • Online – go to my cards page and click the activate button next to the relevant card image. This will generate an email containing a 3-digit activation code which will allow you to complete the activation process.
  • Telephone +371 6785 9949, choose option 2 and follow the instructions. Please have your card and account number handy.

How do I retrieve my PIN?
  • Go to my cards page and click the retrieve pin button next to the relevant card image.
Can I use the airBaltic Payment Card at an ATM?
You can use your card at any ATM that displays the Visa acceptance mark.
Can I use my airBaltic Payment Card to get cash from a bank counter?
No, but you can use it at an ATM.
Can I use ATMs in pubs and clubs?
Yes, but these usually charge a fee.
How can I get my balance?
You can check your balance:
  • Online, click on ‘my account’
  • At an ATM (see my fees for information on charges)
  • Telephone Customer Services on +371 6785 9949
How much can I withdraw at an ATM in a day?
With your Lat currency card: Ls 350,00 and with your Euro currency card: € 500,00, as long as you have sufficient funds available.
Can I increase the amount I can withdraw at an ATM in a day?
No, it’s fixed across the board for all card holders.
What is a pre-authorisation?
Every transaction starts with a pre-authorisation. This checks that you have funds available on your card to pay the merchant for their services. The actual transaction will come through within a few days. Until that time, the pre-authorised amount will be held on your card.

 

For example: if you open a tab at the bar, a fixed amount is pre-authorised to cover what you could spend. If your final bill is less than the pre-authorisation amount then it may take a while for the difference to be released back onto your card.
How do my transactions get authorised?
All transactions go via Visa to us for approval. We respond with a yes or a no, depending on the available funds in your account and your account status.
What address should I use when making online and telephone purchases?
Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.
Can I use my airBaltic payment card abroad?
Yes, your card can be used worldwide; anywhere that displays the Visa acceptance mark.
A card transaction has been refunded why is it not showing on my account?
It can normally take three to five working days for refunds to be received onto your account. Please contact Customer Services if the refund does not appear on your account after this time.
Will my card Terms and Conditions change?
From time to time, we may make some changes to the Terms and Conditions you have signed. If we think that a change is significant we will send you an email at least 2 months before making the change, unless a more immediate change is required by law or other valid reason. Otherwise we will notify you at least 60 days before making the change. If you are significantly disadvantaged by any such change that we make, you may cancel your Prepaid Card in accordance with our redemption policy (see terms and conditions, section 7) within 60 days of the notification without an extra charge.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

Issues using your airBaltic Payment Card

 

What happens if my Prepaid Card is lost or stolen?
If you lose your Prepaid Card or it is stolen, or you suspect that your Prepaid Card has been used by someone other than you, you must tell us immediately by:
  • Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.
  • Telephone: call us on our 24 hour lost and stolen card line +371 6785 9949.
We will cancel your Prepaid Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Prepaid Card and we may need more information and assistance from you.
Please note: Until you notify us, you are responsible for any transactions made on the card.
What do I do if I have forgotten my PIN?
To retrieve your PIN:
  • Go to my cards page and click the retrieve pin button next to the relevant card image.
I have blocked my PIN, what should I do?
If you block your PIN in a shop you can unblock it an ATM machine by selecting the 'PIN Services' option. If you block your PIN at an ATM, please contact Customer Services who will unblock it for you.
What do I do if my Prepaid Card doesn’t work?
First, do a few checks:
  • Check you have sufficient funds
  • Check your card is not damaged
  • Check your card has not expired
  • Ensure your card has not been blocked on your instruction
  • Make sure you are using the correct PIN
  • If you are online or on the phone, check you have entered the card number and other details correctly.
  • Check that Visa is accepted as a method of payment in the place you are trying to use your card

 

If it still doesn’t work, contact Customer Services.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

Loading your airBaltic Payment Card

 

How can I top-up my account?
To have money transferred from another account, or to have wages, loans or expenses paid into your airBaltic Payment Card account, you will need to provide the following details to the company/person transferring the money:
Money can be loaded onto your Prepaid Card either by transfer from a bank account or by making a cash deposit at any Citadele Bank branch in Latvia. In either case, just use these details:
  • Account name: CONTIS FINANCIAL SERVICES LIMITED
  • Account number: LV52PARX0013375790001
  • Give your 8 digit account number as the Payment Details Reference / Purpose

Bank Citadele
2a Republikas square
Riga, LV-1010
Latvia

SWIFT code: PARXLV22
Who can load funds onto my airBaltic Payment Card?
Anyone can load money onto your airBaltic payment card, using the same bank transfer details and quoting your 8 digit account number in the Payment Reference Details - this is essential, to make sure the money goes to your account.

 

Online account information

 

What can I do within my online account?
You can view and download your statements, see pending transactions, transfer money to other airBaltic payment card holders at no extra charge, or request money from other airBaltic payment card holders, too.
What are pending items?
These are the pre-authorisations. They will remain on your account until we get the transaction confirmation through. This usually takes no more than a couple of days. By looking at the pending items, you can review recent transactions made against your card.
What happens to pending Transactions?
The Pending Transaction will either turn into a confirmed transaction or will be removed automatically within 15 days.
Do I need to do anything if I have a pending transaction on my airBaltic payment card account?
No. Having a Pending Transaction is a normal part of the process by which a purchase is charged to your airBaltic payment card. However, if you think the Pending Transaction may relate to fraudulent use of your card please contact Customer Services.
Why are purchases showing in recent items?
The recent items screen shows all confirmed transactions since your last statement. When your next statement is generated, they will be included in that.
How do I change my password?
Click on Profile. The Change password option is on the left hand side of the screen.
How often will I receive statements?
You will be notified on a monthly basis depending on your statement requirements.
Can I stop receiving statement notifications by email?
Yes. Login to your online account, click select my account, the Change email options is on the left hand side of the screen. Untick the statement option and click Update. Please note you will still receive a yearly statement.
Can I receive paper statements?
Yes, you can request these online, click on my account then click 'Statement orders'. You can also Contact Customer Services to arrange. Please note a small fee will be charged.
How many statements are available for me to view online?
Statements are available to be viewed online for up to 36 months.
How do I change the details you hold for me?
In your account, click the Profile tab. From here you can change your contact details. If your name has changed, please contact Customer Services.
What is the security questions?
When you first login to your online account, you will be asked to choose an answer to one of a choice of questions. This answer is used as an identity check.
What am I charged for using my card?
The charges for using your card are outlined within your terms and conditions and can be found within your online account, by clicking on my fees. Your terms and conditions including your fees can be viewed by clicking on terms and conditions at the bottom of the page when you are logged into your online account.
Why does my online account show a balance and available amount?
The Balance on your account is all funds, the Available balance is your balance less the “pending” transactions. The Available balance is the amount you have available to spend on your card.
Will I earn interest on my Prepaid Card balance?
No, the balance loaded onto your Prepaid Card will not earn any interest.
What can I do if I do not want my details to be shared with third parties or used to provide me with product information?
We aim to provide you with up to date information on both your account and our products and services. To ensure you only receive the information you have requested, please update your online account by selecting Change email options on the my account tab.
How do I cancel my airBaltic payment card?
Email us from your registered email address requesting cancellation. Cut up the card and return it to us. Any funds remaining on the account can be transferred to a bank account of your choice prior to closure.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

Transfers and standing orders

 

At what time are standing orders on my account processed?
All standing orders are taken at 2.30pm on the working day requested.
Can I change my standing order?
Yes, you can change the amount of your standing order, login to your account online and click Standing orders within my account.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

SMS alerts

 

Can I receive updates on my account by SMS?
Yes, you can select to receive SMS alerts on your account.
What SMS alerts can I receive?
You can choose to receive an SMS when:
  • Your card is used at an ATM
  • Your card is used in a shop or online (e.g. Amazon)
  • You receive money into your account
  • You spend more than a specified amount
How do I enable SMS alerts?
Login to your online account and click my account. On left hand side of the screen click Change SMS options. Select the options you require and click Update.

 

Important: Check the mobile number on your profile before enabling SMS alerts. You will still be charged for alerts if your number is wrong!
Am I charged for being sent SMS messages?
There is a charge for SMS messages sent from your online account. To see the charges, click on the my fees.
How do I contact Customer Services?
You can email us on prepaidcard@airbaltic.com or call us on +371 6785 9949.
Customer Services is available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding Latvian public holidays).

 

Complaints

 

We aim to provide a high quality service that meets the needs and expectations of all our customers. We do, however accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it so we can correct this. We endeavour to resolve any matter as quickly as possible.
How do I make a complaint?
Please contact us by one of the following methods.

 

Telephone: +371 6785 9949.
Email: prepaidcard@airbaltic.com
Post: airBaltic
PK: 143
Riga-10
Elizabetes 41/43
Riga
LV-1010
Latvia

 

Complaints received by email or post will be acknowledged within 1 working day.

 

If we are unable to resolve your complaint to your satisfaction within 8 weeks you may contact the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK) and email: enquiries@financial-ombudsman.org.uk