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8 800 2008 008

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Loss of a card

In the case of the loss, theft, or seizure of a card, or the compromise of the card details, you should immediately contact the Bank for blocking the card on the 24-hour customer support telephone:

+7 (495) 775 41 01 or 8 800 2008 008 (free-of-charge calls within Russia).

You may also call one of the free-of-charge telephones at the Visa customer support service.


Have you lost or damaged a card while abroad? Has your card been stolen or captured by an ATM?

You needn’t worry because you may use the service of an urgent cash advance or urgent card replacement.

Urgent services are provided to the Bank’s customers who are the holders of Visa Classic and Visa Gold cards.

Urgent cash advance

The maximum limit on urgent cash advance:

  • for holders of Visa Classic cards – USD 2,500;
  • for holders of Visa Gold cards – USD 5,000.

Please follow some simple recommendations:

  1. call the Bank on  + 7 495 775 41 01, report the loss of the card and request urgent cash advance;
  2. tell the Bank employee:
    • the required amount of cash;
    • your temporary address in the country in the country you are staying in.
      If you are staying at a hotel, please specify, in addition, the name of the hotel, the dates of your arrival and departure, and the number of your room.
    • the telephone number , number by which you may be contacted within the next 2 or 3 days;
  3. wait for a callback from an operator of the Global Customer Support Department for the Visa International payment;
  4. the operator will tell you the date and the place for receiving the cash. Listen to him attentively and write down his instructions;
  5. in following the instructions, refer within the specified time limit to a local financial institution and receive the cash;
  6. upon return to the Russian Federation you will need to visit the Bank’s operational office / branch office to have the card re-issued.

Important information

  • A commission fee is charged in accordance with the Bank’s rates for urgent cash advance.
  • The balance available in your account must exceed the requested amount + the Bank’s commission fee.
  • Cash is to be issued in the currency of the country of stay.

You may also make a request for an urgent cash advance by one of the free-of-charge telephones of the Visa client support service.

Urgent card replacement

A temporary card will be issued and delivered to you in the shortest possible time.

Please follow some simple recommendations:

  1. call the Bank on  +7 495 775 41 01, report the loss of the card, and then request urgent card replacement;
  2. tell the Bank employee:
    • your temporary address in the country you are staying in
      If you are staying at a hotel, please specify, in addition, the name of the hotel, the dates of your arrival and departure and the number of your room.
    • the telephone number, by which you may be contacted within the next 2 or 3 days;
  3. wait for a callback from an operator of at the Global Customer Support Department for the Visa International payment;
  4. the operator will tell you the date and the place of receiving a temporary card. Listen to him attentively and write down his instructions;
  5. receive the temporary card in accordance with the instructions given;
  6. upon return to the Russian Federation you will need to visit the Bank’s operational office / branch office, to surrender the temporary card and to complete an application for the re-issue of a permanent card

Important information

  • A commission fee is charged in accordance with the Bank’s rates for the provided services of urgent card replacement.
  • The balance available in your account must exceed the Bank’s commission fee for urgent card replacement.
  • A PIN code is not issued for a temporary card and, therefore, the card may not be used in ATMs. To receive cash you should use the urgent cash advance service.
  • The temporary card must be returned without fail to the Bank’s operational office / branch office.

You may also make a request for an urgent card replacement by one of the free-of-charge telephones in the Visa client support service.

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