Can't find your card/have you lost your card?
Urgently block the card. You can do it in several ways:
- BT Pay/Select card/Settings/Block card;
- BT Visual Help (0264 308 000/Access link received by SMS/Card blocking and request for card reissue);
- Or call us at 0264 308 028, our colleagues from the Call Center are on duty 24/7.
Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you block it or from any BT unit.
Check the transactions made with your card. You can do it through any of the following channels: Call Center, BT Visual Help, BT Pay or at any branch of the bank.
Do you have transactions you did not make? These can be disputed, and we try to recover the amounts as follows:
- record the refusal to pay in BT Visual Help (call 0264 308 000/Access link received by SMS/Dispute transactions);
- call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
- or our colleagues help you, in any BT unit.
Have you lost your card and already blocked it?
Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you block it or from any BT unit.
Check the transactions made with your card. You can do this through any of the following channels: Call Center, BT Visual Help, BT Pay or at any branch of the bank.
Do you have transactions you did not make? These can be disputed, and we try to recover the amounts as follows:
- record the refusal to pay in BT Visual Help (call 0264 308 000/Access link received by SMS/Dispute transactions);
- call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
- or our colleagues help you, in any BT unit.
Have you lost / had your token for Internet Banking stolen or the phone on which you had the Mobile Banking app installed? Have your login details been compromised?
If you have the login method via SMS OTP and access to the phone where you receive this code, reset your login password online, directly on the secure login page in BT Pay.
Request the urgent blocking of the Internet or Mobile Banking service by calling the Call Center (0264 308 028) or talk to a consultant at any BT unit.
Check the transactions together with our colleagues from the Call Center or from the BT unit.
Do you have transactions you don't recognize? Then these transactions must be reported, and we try to recover the amounts. This helps you:
- our colleagues from Call Center (call us at 0264 308 028);
- our advisors from any BT unit.
Do you think that the money in the account ran out too quickly?
It is good to check your transactions, here are the alternatives:
You select from the application the card that interests you and you can see the details of the transactions made with that card;
Call: 0264 308 000/Access the link received via SMS/Accounts and Transactions and then choose the account for which you want to see transactions from the last 3 days, including amounts blocked on the account (from transactions that have not yet been settled);
You make the following steps – Products/My accounts or My cards/Transactions;
Go to the card you are interested in and you can see the details of the transactions made with that card through Apple Pay
You access the menu My Accounts/Transaction Search;
You find out by SMS details about each transaction made with the card, how much money you have left in the account after a card payment, as well as when money enters your account;
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Did you receive a suspicious email or SMS asking for personal data, card number, or Internet Banking login details, but did not enter them?
Notify us urgently about this message (at Call Center 0264 308 028 or at any BT unit). We may ask you to send it to us.
Delete that message/SMS. BT will never ask you for such data via email/SMS and these are potential fraud/phishing attempts.
Did you access a phishing e-mail or a suspicious/malicious link and enter your card details?
Has anyone asked you for your card details on WhatsApp/ on OLX/ on various social networks?
Urgently block the card. You can do it in several ways:
- BT Pay/Select card/Settings/Block card;
- BT Visual Help (0264 308 000/Access link received by SMS/Card blocking and request for card reissue);
- Or call us at 0264 308 028, our colleagues from the Call Center are on duty 24/7.
Request a new card through the Call Center, directly in BT Visual Help (0264 308 000), when you block it or from any BT unit.
Check the transactions made with your card. You can do it through any of the following channels: Call Center, BT Visual Help, BT Pay or at any branch of the bank.
Do you have transactions you did not make? These can be disputed, and we try to recover the amounts as follows:
- record the payment refusal in BT Visual Help (call 0264 308 000 / Access the link received via SMS / Dispute transactions);
- call us at 0264 308 028 (Call Center) or write to us at contact@btrl.ro;
- or our colleagues help you, in any BT unit.
Have you accessed a Phishing email or a malicious link and entered your login details into Internet Banking?
If you have the login method via SMS OTP and access to the phone where you receive this code, reset your login password online, directly on the secure login page in BT Pay.
Request the urgent blocking of the Internet or Mobile Banking service by calling the Call Center (0264 308 028) or talk to a consultant at any BT unit.
Check the transactions together with our colleagues from the Call Center or from the BT unit.
Do you have transactions you don't recognize? Then these transactions must be reported, and we try to recover the amounts. This helps you:
- our colleagues from the Call Center (call us at 0264 308 028);
- our advisors from any BT unit.
Also call specialized IT support for checking and virus removal of the station/device.
Did you lose your phone on which you had the BT Pay, Apple Pay, Google Pay or Garmin Pay app installed?
Urgently block the card: call us at 0264 308 028, our colleagues from the Call Center are on alert 24/7 or come to any BT branch.
Check the transactions made with your card, through any of the following channels: Call Center, Internet and Mobile Banking (if you still have access) or at any branch of the bank.
Do you have transactions that you do not recognize? Then these transactions must be reported, and we will try to recover the amounts. It helps you:
- our colleagues from the Call Center (call us at 0264 308 028);
- our advisors from any BT unit.
Did you receive an SMS from BT with a verification code that you did not request?
Do you have transactions you don't recognize? Then these transactions should be reported, and we will try to recover the amounts. It helps you:
- our colleagues from the Call Center (call us at 0264 308 028);
- our advisors from any BT unit.
Did you find money at the ATM, what should you do?
If, for example, you found an amount in our ATM's cash slot, do not consider it your lucky day. Bring the money to our colleagues at (any) agency, who know what to do next. If our agency is closed, it is best to notify the police.
How can it happen that amounts remain in the money slot? By carelessness. It is possible that before you, a customer leaves the ATM without completing the withdrawal/deposit of money.
Did you find someone else's card?
Please inform us urgently (0264 308 028, Call Center) or go to any of our offices for our colleagues to pick it up.
