Security

THEFT OR LOSS OF CARDS

What steps must be followed to block my card?

• Firstly you must  call the following numbers as soon as possible:
  • 4b MasterCard: 91 362 62 00 or +34 91 177 33 98 if you are not in Spain.
  • International Visa: +44 719 38 10 31

If you want, you can also block your card by accessing the Customer Area. When you've signed in, select the card, more options and click the option “Block due to theft or loss”

• Report it to the competent authority as soon as possible. This way you can claim in the event of fraudulent transactions with your card.

To file the complaint you need a print out of the movements of the fraudulent amounts. You can print them in the Customer Area. Once you've signed in, select the card and the transactions will appear. You can also choose to "Download transactions". If you are also asked to have the document validated by the bank, you can request it by calling +34 91 177 33 10.

Remember that you can also report this by phone at 902 102 112 and pick it up later at any police station.

• Check whether a fraudulent transaction has been carried out with your card. You can do so calling +34 91 177 33 10.

To claim the return of these amounts you need to complete, sign and print this claim form

A photocopy of the police report.

Send us the documentation in the way that is most comfortable for you.

• By post:

Openbank - Central Fraud Unit

Operations - Means of Payment - ATM’s

Jacinto Benavente, 2 / TriPark - Edificio C - 3ª planta

28232 Las Rozas (Madrid)

• By email: ayuda@openbank.es
• As soon as we receive the documentation we will process your claim quickly with the corresponding entities through our means of payment department.
• Request a new card at  +34 91 177 33 10 or en in the Customer Area. Once you've signed in, choose the card, then in more options choose "Request new card". The card that you are going to receive has a new number, but the secret number is the same as the one you used for the blocked card. If you want to change it, you can do so easily at any Banco Santander Network ATM.

If you do not remember your secret number, you can check it in the Customer Area. When you've signed in, select the card and click on the link “Check PIN”.

BLOCK CARDS

What number can I call to block cards?

There are various options:

• Card locking service: 900 200 128 If you are calling from outside Spain: +34 91 362 62 00
• Openbank: 91 362 62 00. If you are calling from outside Spain: +34 91 177 33 98
• 4b MasterCard: 91 362 62 00
• International Visa: +44 719 38 10 31

Can I block my card through the website?

Yes, you can do so by accessing the Customer Area. When you've signed in, select the card and click on the option Block card.

Can I block my card from an ATM?

Yes you can, you just need to do any transaction with PIN.

And if I have forgotten my PIN?

On our website, you can also check your card's PIN. Access the Customer Area. When you've signed in, select the card, "More Options" and then “Check PIN”.

Can I block it from my mobile phone?

Yes, you can do so easily with the banking app for mobiles and tablets. You just have to download it

RECLAIMING CHARGES

What is the first thing I should do?

If you have not already done so, block your card immediately on the following numbers:

• 4B MasterCard: 91 362 62 00 or +34 91 177 33 98 if you are not in Spain.
• International Visa: +44 719 38 10 31

You can block it yourself from the Customer Area and request a new one. When you've signed in, both operations can be done in the section “Block Card” and in “Request a new card"

Remember that if you want to reject charges that do not correspond to you, you must send us the police report.

Do I need any additional documentation?

You have to complete, sign and print this claim form and submit it together with a photocopy of the police report.

Send us all the documentation in the way that is most comfortable for you:

• By post:

Openbank - Central Fraud Unit

Operations - Means of Payment - ATM’s

Jacinto Benavente, 2 / TriPark - Edificio C - 3ª planta

28232 Las Rozas (Madrid)

• By fax: 91 183 11 46

By email: ayuda@openbank.es

As soon as we receive the documentation we will process your claim quickly with the corresponding entities through our means of payment department.

Should I report it?

Yes. Report it to the competent authority as soon as possible.

Remember that you can also report this by phone at 902 102 112 and pick it up later at any police station.

To file the complaint you need a print out of the transactions for the fraudulent amounts. Download the card movements in the Customer Area. Once you have identified yourself, select the card and then click on the link "Download transactions"

If you are also asked to have the document validated by the bank, you can request it by calling +34 91 177 33 10.

This way you can claim in the event of fraudulent transactions with your card.

How do I request a new card?

Calling +34 91 177 33 10 or in the Customer Area. When you've signed in, select the card and the option “Request a new card”.

The card that you are going to receive has a new number, but the PIN number is the same as the one you used for the blocked card. If you wish to change it, you can do so.

YOUR MOST SECURE CARD

What is Secure Electronic Commerce (SEC)?

All the cards issued by Openbank, have the built-in functionality of Secure Electronic Commerce. With this service, every time you make a purchase online, you will receive an SMS to the mobile phone that you have provided, with a security code that will be requested to complete the transaction.

You can view your card's status in the Customer Area

Whenever I make a purchase using Secure Electronic Commerce, will I receive an SMS?

In principle yes, unless the purchase exceeds the limit assigned to the card, there is not enough balance in the account associated with the card to make the charge or you make a payment in a retailer which is not signed up to Secure Electronic Commerce (SEC).

Why is e-commerce safe?

Thanks to Secure Electronic Commerce, you will have greater protection when making purchases on the Internet with your phone, since this service requires the validation of the identity of the buyer.

Do all Openbank cards have this service?

Yes, all Openbank cards have this incorporated function.

How does secure electronic commerce work?

It is very simple.

Whenever you make a purchase on-line in a trade acceded to the Secure Electronic Commerce System, you will receive an SMS with a security code, on the mobile phone whose number you have provided.

You will be prompted for the security code at the end of the purchase process, in order to complete the transaction.

Once you put the code in and accept the transaction a charge will be made on the available balance of your credit card or on the account associated with your debit card.

Where can I use this service?

You can pay with this level of security on all the websites that are identified with the logo MasterCard SecureCode and Verified by Visa.  

How can I increase the safety of my card for purchases in traditional shops and over the Internet?

You can use at no cost our alert services SMS cards.

SMS Shopping: when you make purchases with your Openbank VISA, regardless of the value of the purchase, you will instantly receive an SMS with the amount of the operation.

An SMS Extract: every month, and before charging your account, you will receive an SMS with the amount taken from your VISA card.

To register for this free service, call +34 91 177 33 10

What is the contact telephone number associated with my account? What do I do to modify it?

If you want to see the mobile phone number you have provided or modify or cancel it, you can do so in the Customer Area by Internet, or by calling +34 91 177 33 10.

What is Phishing?

This is the practice that involves the impersonation of the entity with the aim of deceiving users through social engineering. The purpose is to get the victim to click on a link (website, e-mail, sms, etc.) that redirects them to a fraudulent website that is disguised as the company (it looks very similar to the original website) and captures information or banking data.

How can I protect myself?

To avoid being a victim of phishing it is important to follow these recommendations:

• If you receive an e-mail or SMS, never provide your personal data, passwords to access online banking or other data such as the numbers for your credit card, CVV, PIN, etc.
• Check that the sender address of the mail has the domain of the Bank.
• Be wary if the wording of the text is poor or there are spelling mistakes.
• Take care if the link included in the email does not take you to the bank's domain or does not have an SSL certificate (secure and legitimate web page)
• You should never open attachments since these can contain malware (how to analyse suspicious files)
• Openbank will never ask you, by phone or online, for your full signature password, only random positions.

Despite everything I have given my data away... What should I do?

Unfortunately this practice works for cybercriminals, so you are not the first victim and you won't be the last either.

Immediately contact the Bank on 91 177 3310 or 901 24 63 65 to provide all details, this will help us to take the appropriate actions.

If you have provided your online banking or card details, you need to block them and request new credentials.

Should you use an anti-virus program?

Yes, but in order for it to be effective you must not only have it installed, but also updated.

These programs have an option that will allow you to update them automatically, see the help section in the program.

There is a huge variety of free anti-virus programs that you can find at the Internet User Security Office.

Should I protect my computer with firewalls?

Yes, a firewall is a program that helps protect your computer from intruders who try to access it without your permission.

You can consult in the Internet User Security Office, where you will find a variety of firewalls

Is it advisable to use updates and security patches on my computer?

Yes, to correct the vulnerabilities in the installed programs. Normally the manufacturer will offer users a 'patch' to correct any vulnerability.

Consult the latest updates for these browsers:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Safari

Vulnerabilities in programs are exploited by hackers to gain unauthorised access and to introduce viruses into systems. For this reason we recommend that you periodically check the updates of your programs.

What is the PSD2 regulation?

Basically, it is a EU directive aimed at increasing security levels in electronic payments and payment transactions. It stands for: “Payment Services Directive 2”.

This directive was implemented in Spain through a national law in late 2018. In September 2019, new parts of this law will come into force increasing the security of online payments and the use of financial aggregators.

In terms of your data, it also includes criteria to increase authentication factors. This means extra security when you log in to the website and the Openbank App.

How does it affect you?

When logging into the web and Openbank App

Now, after your identity document and password, you will also have to enter a confirmation code that we will send you by SMS. So it's important to make sure that you have updated your mobile telephone number in your Personal Details section. You will have to do this additional step at most every 90 days.

If you use your bank account as an online payment method

Now you will have to use a specific password for online payments, and register the online stores or services where you want to use your account as a payment method. You can do this in two ways:

From Openbank

1. Go to “Security and passwords” in your Customer Area profile.
2. Go to “Register and manage passwords for online merchants and services - TPPs” and click on “Register new TPP”.
3. Enter the merchant or service you want to register and choose one of the options from the list.
4. Adjust the consents settings and confirm the registration to get the password.
5. Enter this password in the online service or store to confirm the registration.
6. For added security, you will need to enter this password again, or renew it, every 90 days.

From the online merchant or service

1. When the online service or merchant asks you for a password to authorise access to your account, it will redirect you to Openbank.
2. Log in, if you have not done so already.
3. Enter the merchant or service you want to register and choose one of the options from the list.
4. Adjust the consents settings and confirm the registration to get the password.
5. Enter this password in the online service or store to confirm the registration.
6. For added security, you will need to enter this password again, or renew it, every 90 days.

What are the consents and permits?

When you register a new TPP (Third Party Provider), i.e. a new external online service provider, you can arrange certain permits, depending on the type of TPP.

Payment initiation consent

When you register a new TPP, you are authorising them to make payments from your account on your behalf.

If you want to cancel this permit, simply unregister:

1. Go to “Security and passwords” in your Customer Area profile.
2. Go to “Register and manage passwords for online merchants and services - TPPs”.
3. Click on the “Options” drop-down menu of the TPP you want to unregister and click on “Remove TPP”.

Check funds consent

Here you can agree to authorise the TPP to check if you have sufficient funds in your account to cover the payment.

Reading permission

For example, if you register an external financial aggregator, you can select which financial products you want to consult using that aggregator, such as your Payroll Account and Credit Card.

Change consents whenever you want

Remember that at any time you can adjust your consent settings from the “Security and passwords” section of your profile, by clicking on “Register and manage passwords for online stores and services - TPPs”.