Euro Pacific Bank

Enabling your card for web based (online/ecommerce) transactions

  Does this apply to my card?
These instructions do not apply to cards beginning in 5295. For all other cards this function must be used to enable web based transactions.

Please follow the instructions below to enable your card to perform web based (online/ecommerce) transactions.

  1. Go to the Card Portal.
  2. On the login page, enter your Card Number or SAN and Access Code.

      DON’T HAVE YOUR ACCESS CODE?

    1. If you don’t know your Access Code, click the “Forgot Access Code?” link below the login button.
    2. Enter your Card Number or SAN and the Email you registered when ordering your card.
    3. You will receive an email with your Access Code.
    4. Return to the login screen and enter your Card Number or SAN and Access Code.
  3. On login, in the middle of the page, you will see an option to enable e-commerce transactions. Check the box and you will be able to complete your transaction within the next 30 minutes.
  4. Portal Function to Enable eCommerce

If you are still having difficulty enabling e-commerce transactions after following the instructions above, please contact our Client Services team at +1-888-527-4041, send a message through your online banking account, or email [email protected].

How do I obtain my Bank Card PIN?

You must obtain your PIN using the instructions below. Please select the option that relates to the card you are trying to obtain your PIN for.

For cards beginning in 5295

  1. Call the number on the back of your card and wait for the voice prompt.
  2. Press 1 for Euro Pacific Bank cards.
  3. Press 1 again to select cards beginning in 5295.
  4. Press 1 again and follow the voice prompt instructions to obtain your PIN.

For all other cards

  1. If it is your first time retrieving your PIN (your card is not activated):
    1. Login to your online banking account
    2. Under the “Accounts” tab click the “Activate Card” button next to your card
    3. Follow the on-screen prompts to obtain your PIN. It will only be shown once on screen so make sure to record it.
  2. If your card is already activated:
    1. Go to the Card Portal.
    2. On the login page, enter your Card Number or SAN and Access Code.

        DON’T HAVE YOUR ACCESS CODE?

      1. If you don’t know your Access Code, click the “Forgot Access Code?” link below the login button.
      2. Enter your Card Number or SAN and the Email you registered when ordering your card.
      3. You will receive an email with your Access Code.
      4. Return to the login screen and enter your Card Number or SAN and Access Code.
    3. Select the Manage My Account tab and choose the Retrieve My PIN option.
    4. Review the disclaimer and select Continue to view your PIN.

If you are still having difficulty obtaining your PIN after following the steps above, please contact our Client Services team at +1-888-527-4041, send a message through your online banking account, or email [email protected].

Disputing a fraudulent card transaction

If you suspect that a fraudulent transaction has occurred on your card, it is recommended that you first block the card to prevent any further transactions. This can be done through the same channels as reporting a lost/stolen card.

Once your card has been blocked, you can call the Call Center on the back of your card. A customer service associate will guide you through the process of submitting the fraudulent transaction claim.

Please keep in mind that fraud disputes can take some time as they must be fully investigated and as such any refund owed will not be immediate. You will be required to provide supporting evidence to substantiate your fraudulent transaction claim.

Over the counter cash advance

An over the counter cash advance refers to usage of your Euro Pacific Bank Card to withdraw cash from any source, outside of an ATM (ex. bank, merchant, post office etc.). These transactions have the same limits as ATM withdrawals.

When will I receive my Bank Card?

All card orders are shipped approximately 4-5 business days after our card supplier receives our card request, which is sent to them every Wednesday. Be sure to enter your Card Request on or before Tuesday to avoid waiting until the following week.

After our card supplier ships the card, they send us the tracking code. There may be a slight delay between the shipment and when we receive the tracking code to forward to you, so thank you in advance for being patient.

What happens when my card expires?

Before your card expires you will be contacted by the Bank to confirm you want a renewed card sent out. You will be required to pay a nominal renewal fee, including any courier charges (if applicable) to have a new card sent to you.

If you do not respond to the request to have a renewed card sent out, one will not be automatically issued.

Pre-authorized/blocked amounts for car rentals and hotels

Due to specific of MasterCard rules for car rental and hotel companies, the auto-release time frame for these holds is 180 days. However the holds can be manually released upon request providing our card processor with the proof of final payment (invoice/receipt) or confirmation from the hotel the amount won’t be debited.

Normally all merchants have to present transaction for clearing within 7 days from the auth day. At the same time the car rental and hotel companies can send the clearing at the time when the client actually check-out/ return the car.

The holds will automatically be released when the cardholder pays at the end of the rental period or hotel stay if the payment is made using the same card. This is because the payment is made using the same reference as the hold authorization, so the two are reconciled and the hold is released. However, if the cardholder only uses the card for authorization, then settles with the car rental company or hotel using a different card or cash, then the holds remain intact. The hotel or car company should be releasing these authorizations themselves, but often they tend not to bother doing this, which is causing cardholders this issue.

As per our card processors Compliance, these holds are not released until 180 days afterwards, however cardholders can contact the processor and provide proof of cancellation or payment via a different method and they will then release these holds manually.

Reporting a lost or stolen card

Option A: Recommended and Fastest
Login to your online banking account and click the “Block/Suspend Card” button next to your card number on the “Accounts” screen. The card will be immediately blocked from further use.

Option B: Secondary
Call the IVR number (see below for options) and follow the steps provided to immediately block the card and report it stolen.

  • Toll Free: +1-888-527-4041
  • Local (PR): +1-787-280-9766
  • United Kingdom: +44-20-3318-4096
  • Hong Kong: +852-5808-2784

Once your card is blocked, to order a replacement card, please follow the normal procedure for requesting a card through the banking software. Note that you will not be automatically sent a replacement without following this process. Alternatively you can contact our Client Services department and speak with an agent during bank business hours to request a replacement card.

Activating your card

The process to activate your card is easy. When you recieve your card in the mail, it is attached to a letter. The letter contains instructions that you need to follow to activate your card. If you have trouble with the activation, please call us and we can assist in walking you through the process.

SMS Functionality for Bank Cards

SMS functionality is only valid for cards where the first four digits are 5295. All other cards cannot make use of this feature.

In order to use the SMS commands you will first need to have registered a mobile phone number to your bank card during your card application process. If you haven’t registered your mobile number during your card application you can register the number by contacting the bank through our secure, internal messaging system.

Once this is done, you will be able to use the following commands with your Euro Pacific Bank Card by sending simple text messages to the phone number +44 (0) 762 480 3759.

Transfer Funds

Transfer funds from your bank card to another bank card.

Using recipient card number

Text TOCARD [Last four digits of your card number] [Recipient card number] [Amount] to +44 (0) 7624803759
Example: TOCARD 1234 5299650000000000 1000

Using the recipient mobile number

Text TOCARD [Last four digits of your card number] [Recipient mobile phone number] [Amount] to +44 (0) 7624803759
Example: TOCARD 1234 00447974171234 1000

The card number entered is the card number of the person you are transferring funds to. Note that the amount is expressed in the currency of the sending in £/€/$. So in the example above £10.00, € or $ would have been sent depending on the currency of your card.

Balance

Find out the current balance on your bank card.

Text BALANCE [Last four digits of your card number] to +44 (0) 7624803759
Example: BALANCE 1234

You will receive an instant SMS back with the up-to-date balance on your card.

Lock & Unlock

To temporarily prevent any withdrawals from cash machines (ATMs) and purchases via retailers (POS), you can lock your PFS card.

Text LOCK [Last four digits of your card number] to +44 (0) 7624803759
Example: LOCK 1234

Text UNLOCK [Last four digits of your card number] to +44 (0) 7624803759
Example: UNLOCK 1234

Please note that this command is intended to be used for temporarily locking your card to stop others attempting to use it or if you do not wish to use it for an extended period of time. If you suspect that your card is lost or has been stolen, you should contact card services on +44 (0)207 125 0321 immediately.

SMS System Help

You do not need to memorise or know all these commands by heart. You can always view these commands online on the website or if you don’t have access to the internet, you can view the SMS commands with the instruction below.

Text HELP to +44 (0) 7624803759

You will receive a message back with instructions on how to use the SMS system.