myPOS terminal - mobilni čitač kreditne kartice

Najčešće postavljana pitanja

Česta pitanja

  • Moja e-adresa/telefonski broj više nisu aktivni i ne mogu pristupiti myPOS-u

    Javite se našoj Službi za korisnike i dostavite svoju novu adresu e-pošte ili novi telefonski broj. Iz sigurnosnih razloga, prije obrade vašeg zahtjeva myPOS predstavnik će potvrditi vaš identitet.

  • Zaboravio sam PIN za svoju karticu. Što mi je činiti?

    Ako ste zaboravili svoj PIN i netočno ga unijeli tri puta za redom, vaša će poslovna kartica biti blokirana. To je radi vaše zaštite i trebate se javiti Službi za korisnike za pomoć oko njezine deblokade.

    Služba za korisnike će vam pomoći i oko vašeg PIN-a. Nakon što potvrdimo vaš identitet, bit će vam poslan telefonski broj. Taj je broj siguran i koristi se isključivo u svrhu izdavanja PIN kôdova. Od vas će se zatražiti da na taj broj pošaljete SMS poruku s tekstom u nastavku: myPOS + razmak + XXXXXX (zadnjih 6 znamenki broja kartice). Kreirat će se SMS poruka sa vašim PIN-om. Napominjemo da se SMS poruka mora poslati s broja mobilnog telefona kojeg ste koristili pri otvaranju myPOS računa. PIN će se izdati za taj broj mobilnog telefona.

    Kako biste lakše upamtili svoj PIN, možete ga promijeniti na svakom bankomatu. Na izborniku bankomata odaberite opciju Promjena PIN-a i slijedite upute.

    U nastavku možete pronaći nekoliko sigurnosnih savjeta za PIN:

    • Izbjegavajte jednostavne brojčane nizove poput 1234 i 0000 ili ponavljanja poput 1122 i 8899
    • Izbjegavajte znakovite datume poput godine rođenja ili rođendana drage osobe
    • Nemojte koristiti dijelove brojeva osobnih isprava ili OIB-a svoga poduzeća
    • Nemojte koristiti svoju adresu ili telefonski broj
  • Why is my debit card blocked?

    Your money is at upmost importance to us and we have to protect it! We have highly efficient automated systems for fraud prevention and they can block your myPOS Business card in case a suspicious transaction is detected. We want to protect you from transactions which you don’t actually do.

    You should receive SMS or a push notification in your myPOS app telling you that your card is blocked because of a suspicious transaction. The notification will give you instructions what to do.

    In case you have not received notification please contact us via your registered e-mail or call us to confirm the transactions and we will unblock your card.

    In some cases, your myPOS Business Card may be blocked because your account is blocked.

  • Why is my account blocked?

    As a financial institution we are required to monitor and detect financial crime. We provide sophisticated monitoring combined with reliable fraud prevention services acting in combination with fraud prevention specialists – our Risk and Compliance teams.

    Our system scans everything that goes on behind the scenes (card transactions, POS transactions, Internet transactions, internal transfers, credit transfers, cash withdrawals, etc.) and once it finds traces of suspicious activity, it instantly flags it until a compliance agent checks and makes sure all is fine.

    Apart from that, our Compliance department cooperates with external partners and intelligence networks, to detect and remove fraudulent accounts quickly, prior to avoiding any damage.

    Certain account gets locked, whenever the system raises too many flags, either from our own analysis or based on information from our partners.

    The reasons for this can be various:

    • your ID documents have expired and you have not provided updated ID documents upon our request
    • we received chargebacks
    • our system has detected suspicious card transactions with your card, transfers to persons in sanctions lists
    • unusual transactions hours, unusual transactional behavior
    • transfers of unusual amounts of money

    These and many others raise risks flags and we must block your account for security or regulatory reasons.

    To unlock an account, our Compliance and Risks teams must review each flag, making sure that everything is 100% compliant. Depending on the complexity of the issue, some accounts can be under review for longer than others.

  • Why my account is blocked, but the Customer Support team does not help me?

    Customer Support team does not unblock accounts. This is done only by the designated teams responsible for monitoring and blocking accounts – Compliance and Risk.

    Furthermore, we are not allowed to announce any details about the account that is blocked until the case is resolved. Meaning that our Support team cannot share any specific information on why your account has been blocked, or how long it will take to be reviewed.

  • What can I do if my account is blocked?

    First check your email and/or online account for Notifications we have sent. Most likely we have already requested information or documents from you. Please perform the required actions. Contact us if you need further clarification or help with your case Prepare the documents for your recent transactions, so you have them ready once we reach you.

  • Gdje mogu vidjeti svoje naknade i ograničenja

    Naknade i ograničenja koje primjenjuje myPOS mogu se vidjeti ovdje.

  • Imam pitanje o odbijenoj kartičnoj transakciji i/ili blokiranom iznosu

    Transakcija poslovnom karticom može biti odbijena u sljedećim slučajevima:

    • Vaša myPOS kartica blokirana je za transakciju koju pokušavate provesti. Iz sigurnosnih razloga vaša myPOS kartica može biti blokirana za određene transakcije. Sigurnosne postavke svoje kartice možete pregledati prijavom na svoj račun u izborniku Kartice, odjeljak Postavke. Napominjemo da se sigurnosne postavke mogu urediti za pojedinu karticu. Imate li više od jedne kartice, odaberite željenu kako biste bili sigurni da kartica nije blokirana za određene transakcije.
    • Također, vaša myPOS poslovna kartica iz sigurnosnih razloga ima ograničenje na iznos transakcija i na njihov broj. Ograničenja vaše kartice možete pregledati na svom myPOS računu pod Ograničenja u podnožju svake stranice.
    • Pri pokušaju transakcije putem interneta, vaša će kartica biti odbijena ako unesete pogrešne podatke. Provjerite podatke i pokušajte ponovno.

    Pri iznajmljivanju ili tijekom uporabe samoposluživanja, može se dogoditi da pružatelj usluge blokira određeni iznos na vašem računu. Iznos se tipično blokira na 45 dana i zatim oslobađa. myPOS zastupnik može vam pomoći da ranije oslobodite iznos, uz napomenu da će možda biti potrebno dostaviti dodatnu dokumentaciju.

  • Koliko traje SEPA ili SWIFT prijenos sredstava?

    SEPA prijenos sredstava traje 2 do 3 radna dana, a SWIFT prijenos 3 do 5 radnih dana.

    Prijenos se ponekad može odgoditi u slučaju da su pogrešno uneseni podaci o korisniku. Na primjer, ako je ime korisnika upisano ondje gdje bi trebalo stajati ime poduzeća.

  • PayPal transakcije mojom poslovnom VISA karticom obrađene su u pogrešnoj valuti. Što mi je činiti?

    PayPal vjerojatno ne može prepoznati valutu vaše poslovne VISA kartice. Kako biste riješili taj problem, pošaljite zahtjev PayPal-u slijedeći korake navedene u nastavku:

    1. Prijavite se na PayPal
    2. Otiđite na dno stranice i odaberite Pomoć
    3. Odaberite Centar za poruke
    4. Ispunite tražene podatke u obrascu (vidi sliku)

      Poruka PayPal-u trebala bi uključivati zadnje 4 znamenke vaše kartice, kao i odgovarajuću valutu. Ovdje je predložak koji bi vam mogao koristiti: Molim vas da promijenite zadanu valutu moje kartice koja završava s XXXX na XXX (valutu vaše myPOS VISA kartice).

    5. PayPal će promijeniti valutu i potvrditi radnju
  • Naručio sam / želim naručiti myPOS poslovnu karticu i zanima me kad je mogu očekivati?

    Isporuka vaše nove myPOS poslovne kartice ovisi o načinu isporuke koji odaberete pri narudžbi. myPOS nudi dostavu kurirskom službom - sigurniju, bržu opciju, no ona se može izvršiti jedino tijekom redovnog radnog vremena. Kartica se također može besplatno poslati poštom, no isporuka tada traje dulje.

  • What is the myPOS Push Notification Authentication method?

    The myPOS Push Notification Authentication Method presents you with a better and more secure way to authenticate your transactions. Its purpose is to increase the security level we offer.

    Free to use, Push Notification Authentication sends a push message to your mobile phone every time you log into your myPOS account, make a payment, manage users or perform an action, which requires authorization. With the push message you can approve or reject the operation.

  • How can I use the myPOS Push Notification Authentication method?

    To use the authentication method, you must link a device and then log into your account via our website.

    To link a device, perform the following steps:

    • Log into the myPOS app by using the device you want to use for authentication OR set the device you want to use for authentication by pressing “Set as authentication”.
    • Enter a valid email address and confirm by pressing “Next”.
    • Enter a valid password and press “Next”.
    • You will then receive a one-time password (OTP) via SMS and after entering the correct digits you will be redirected to a new screen where you can enter a passcode for the app and confirm it by pressing the “Save” button.
    • Enable fingerprint authentication or choose “Skip” to use only the passcode for access.
    • The authentication process is now completed.
    • Starting now when you log into the myPOS platform on our website, you will see a message informing you that we have sent you a push message to your linked device. When the message is received you can either accept the login or reject it.
    • More detailed information about the authentication method can be found here.
  • What are the fees for using the service?

    The fees and transaction limits for using the myPOS service can be found here.

  • What kind of customer support do you offer?

    myPOS has a Customer Support Centre and an automated fraud monitoring system working 24/7. Also, a myPOS Customer Service representative is available to you at any time of the day or night.

    At the moment, myPOS offers customer support in English, French, Italian, Spanish, Romanian, Greek and Bulgarian languages.