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Frequently asked questions about payment cards and packages
Frequently asked questions about payment cards and packages
A question about your credit card?
Find the answer among our help articles!
General issues
Miles & More
Packages
3D Secure
Debit card
LuxTrust Mobile
Contactless
Credit cards
General issues
What do I do in case of loss or theft of my payment card?
What should I do if I forget my PIN?
What is the monthly limit on my credit card?
What should I do if my card has been retained by an S-BANK ATM?
Security recommendations for your payment cards
When will my Mastercard card be replaced by a Visa card?
What should I do if I have forgotten the PIN for my bank card?
What should I do if I suspect fraud?
What is the difference between a Visa credit card and a Mastercard credit card?
What types of insurance and assistance are included with my Visa card?
Does my Visa card have contactless technology?
Can I disable my card’s contactless payment function?
Can I use my new card right away?
What should I do with my old card once I receive the new one?
Can I continue to use my Mastercard card?
Do I need to reset my PIN?
I am not the account holder, but an attorney. Will I be entitled to the insurance cover offered through my card?
Can I order a different card from the one the bank sent me?
I still haven’t received my new card. Is there something wrong?
My revolving credit card has been replaced. What happens to my previous balance?
A specific question about how to use 3D Secure?
I received a message that 3D Secure will now be enabled for my cards. What does this mean?
What is 3D Secure and how does it work?
Is 3D Secure secure?
I don't shop online. Can I disable 3D Secure?
Can I make e-commerce transactions without a LuxTrust certificate?
Why will authentication by SMS be discontinued at the end of 2020?
Is there an alternative to authentication by SMS?
How does LuxTrust Mobile work?
Is LuxTrust Mobile as secure as my LuxTrust Token?
How do I enable LuxTrust Mobile?
I don’t have a token yet, what should I do?
I don’t have an S-Net agreement yet, can I shop online?
I have a token from another bank, can I reuse it for my payments with a Spuerkeess card?
Can I also enable LuxTrust Mobile before I get my token?
The secret image shown during a 3D Secure transaction is not the one I selected. What should I do?
I ordered a new card, is 3D Secure already enabled?
Can I use my Smartcard for 3D Secure?
Can I use my Signing Stick for 3D Secure?
Can I use my ID card for 3D Secure?
Can I use my LuxTrust Scan for 3D Secure?
3D Secure was not enabled with the right token (I have multiple tokens). Can I change the LuxTrust certificate?
Contactless cards
How does my contactless card work?
What amounts can I pay in contactless mode?
Are payments in "contactless"-mode free of charge?
How do I activate contactless?
Does my card only allow me to make contactless payments?
Can I see the payments that I made in contactless mode on my account statement?
Can I perform a contactless transaction without realising it?
Can I cause multiple payments by holding my contactless card up to the payment terminal too long?
Do I have the same protection with my contactless card as with my current card?
Can someone intercept at distance the personal data from my contactless card (by mobile phone, for example)?
Miles & More cards
What trips are covered by the cancellation and interruption insurance?
When can I benefit from the travel cover insurance (Death/Invalidity)?
How to earn and spend your miles
How long are my miles valid?
Who should I contact if I would like to redeem my award miles for flight awards?
Specific questions about how to use your debit card?
What has changed compared with my current V PAY card?
How do I make an online payment?
Are my online purchases secure?
Can I view my card transactions in S-Net?
Can I use my card for online subscriptions (e.g. streaming, music, etc.)?
Can I use my card to set up direct debits?
What should I do if my card is stolen?
What should I do if my card is used fraudulently online?
Does Visa Debit have a purchasing limit?
Can I change the purchasing limit on my card?
I have two Visa Debit cards linked to my account. Does each card have its own limit?
Can I still make purchases if my account does not have sufficient funds?
Can my children make online purchases with their Axxess card?
How do I cap the purchasing limit on my children’s Axxess card?
Is Visa Debit compatible with Apple Pay?
Does Visa Debit work worldwide?
Use of your credit card
What is the monthly credit limit for my credit card?
Questions concerning packages
What are the new pricing conditions for the packages?
How many cards will be included in my package?
I have a card that is no longer included in the Zebra Premium package. Will there be a charge starting on 1 January 2021?
What does it cost to add another card to a Zebra package?
What is the price of my new Visa card and my package?
When will the new package terms and conditions take effect?
When will the new card terms and conditions take effect?
Difficulties with LuxTrust while making an online purchase?
The authentication with a token does not work for my online purchases, whereas I am able to connect to S-Net using the same token.
I encountered difficulties when making online purchases via an app or on a game console.
It often happens that I do not have my token with me while making an online purchase.
I would like to try out LuxTrust Mobile, but an error message is displayed while making an online purchase.
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