Frequently Asked Questions - FAQ

We have prepared answers to a number of frequently asked questions. This section is divided into answers corresponding to banking services and answers related to investment services.

Payment cards

1. I entered the incorrect PIN for a payment card a number of times. How long will the payment card be blocked?

If a payment card is blocked due to the PIN code, the card will be blocked until the next Monday, when it will be unlocked for use.

2. Can a different limit be set for the payment card for cash withdrawals from ATMs and for in-store payments?

Payment cards feature a weekly limit. This limit is shared for cash withdrawals from ATMs and for in-store payments. Every new client has a maximum weekly limit of CZK 30,000 (CZK 30,000 is the maximum possible limit for Fio Maestro Chip cards). If a client wants a higher weekly payment card limit, they must have their account for at least 2 months and non-cash credits must be made to the account in higher values. The increase on the limit of a payment card is approved by the appropriate bank department upon client request and the bank reserves the right to reject such a request. You must request an increase in the payment card limit in person at any Fio banka branch.

3. A higher weekly limit for my payment card was approved. How long will it take before I can use this higher weekly limit?

The payment card limit can be used from the start of the next weeks (at the earliest from the closest Monday).

4. Maestro cards have been issued with CVC2 codes since March 2011. Does this also apply for Fio Maestro Chip cards?

Platební karty Fio Maestro Chip cards issued after 1 March 2011 include the three-digit CVC2 code on the back of the card. Online stop proprietors have begun to add this type of card to their systems so as to allow cardholders to use the Internet to make purchases the same as the cardholders of other types of cards.

5. What should I do if my payment card is stolen or lost?

In order to prevent any fraudulent use of your card, you must block the card as quickly as possible. Please use the following phone number for this purpose: +420 495 800 111.

Blocking a payment card is irreversible and is provided free of charge. A client can request a new payment card at any Fio banka branch.

6. What ATMs can be used for free cash withdrawals?

The first ten withdrawals from Pharro-network ATMs are free. You can find a current overview of Pharro ATM locations here in the "ATMs" section.

7. What is 3D Secure?

The 3D Secure service increases security when paying by card on the Internet. After you enter your card payment in an e-shop that supports 3D Secure verification, an SMS message with an authorization code will be sent to your mobile phone and you will need to enter this code in the field on your screen to authorize the payment.

8. How do I activate 3D Secure service for my payment card?

The service is activated in the Internetbanking on the Payment card tab (detailed view of a specific card). Click on Activate, choose whether you want to keep your existing phone number, or enter a new one and confirm (authorize) your settings.

9. How much does the 3D Secure service cost?

The 3D Secure service and SMS authorization messages are free of charge.

10. Can I change my phone number?

Yes, you may change your phone number on the payment card detail tab in the Internetbanking app.

11. Can I cancel the 3D Secure?

Yes, you may cancel the 3D Secure service in your Internetbanking app. Just to remind you that after the cancellation of the 3D Secure service you will not be able to pay by card in online stores that support the 3D Secure service.

12. Do I have to activate 3D Secure?

Activation of 3D Secure service is voluntary. If the service is not activated, you may not use the card to pay in e-shops which support the 3D Secure service.

13. How to make a payment with 3D Secure service?

Enter required payment card information in the payment gateway (card number, validity and CVV2/CVC2 security code) and confirm the payment. You will get an SMS message with a unique one time code to the mobile phone number set in the Internetbanking for the particular card. You will have to enter this unique code to the dedicated field on the screen.

14. Will I always have to enter the code to confirm card payments on the Internet?

To ensure the transaction is safe, 3D Secure service must be supported not only by your card but also by the merchant (e-shop). Merchants supporting 3D Secure service usually display logos of MasterCard SecureCode or Verified by Visa on their websites.

On the other hand, there may be situations, in particular when paying smaller amounts up to CZK 500, when you transaction will be approved without 3D Secure verification. If the e-shop does not support 3D Secure service the transaction will be approved without entering the confirmation code.

If you have not found an answer to your question, do not hesitate to contact your branch of us directly using theonline form.