Safe card use

Be careful when using your card at points of sale, at ATMs, or for online shopping!

Electronic and text messages, phone calls and letters sent by fraudsters are often convincing and appear legitimate. If you receive a suspicious message or call on behalf of a bank, do not open attachments and report the case to your bank and the police.

In cooperation with banks, the Croatian Banking Association (CBA) launched a website Internet safety to inform citizens and business entities about safety measures and the importance of protecting personal and financial data.

Learn more about the forms of fraud so you do not become their victim. Share information with your family and friends, so they would do the same.

How to protect yourself from debit and credit card fraud? Please adhere to the following pieces of advice:

Protect your card

• Never leave your card unsupervised (in your car, cloakrooms, your hotel room, restaurants etc.).
• Do not keep your card with your cash.
• Sign a new card as soon as you receive it, and keep it in a safe place.
• Do not let anyone else use your card for transactions.After a payment, verify that the card returned to you is really yours.
• Check the expiry date of your card, and call us if your new card does not arrive on time.
• Adhere to the safety precautions for the use of ATMs or POS devices.
• Perform regular safety checks of the device you use for online shopping (computer, mobile phone) and update its software to enable safe use of cards on the Internet.
• Never tell anyone your card details.Report a lost or stolen card immediately.
• Keep our address and telephone number handy to be able to quickly report a lost or stolen card (01 3789 789, 24/7).

Protect your PIN and token

• Remember the PIN and never write it down on the card or other documents.
• Do not tell your PIN to anyone, including Bank employees and the police.
• Never enter your PIN over the phone.
• When entering your PIN at an ATM or POS, cover the keypad so others do not see it.
• Do not show your token password (OTP – one-time password) or authorization codes (MAC - Message Authentication Code) generated by your token to anyone who contacts you.
• If you suspect that someone knows your PIN and card number, or that someone has used your card without authorization, notify the Bank and police immediately.

Protection at points of sale

• Never leave your card unsupervised when making a transaction.
• By entering your PIN or signing a receipt, you identify yourself at a point of sale.
• When signing a payment receipt, your signature needs to be identical to that on the card and you need to request a copy of the receipt for your records.
• Do not throw away or leave payment receipts in a public place.
• Be sure to check that the amount on the bill is the same as the one on the payment receipt.
• Keep the bill and transaction receipt, and carefully compare the amounts with the ones listed in the received notification of incurred costs.
• If you find an unknown transaction, notify the Bank immediately.

Protection at ATMs

• If an ATM looks suspicious, do not use it.
• Notify the Bank or police.
• Do not pull out suspicious devices from the ATM.
• Avoid using your card at ATMs in the vicinity of a suspicious person.
• Do not allow anyone to distract you when making a transaction, not even if they look like they want to help you.
• Notify the Bank immediately if an ATM keeps your card.
• When entering your PIN at an ATM, cover the keypad.

Protection for online shopping

• Use a mobile phone and desktop or laptop computer protected in accordance with the latest security programs against malware.
• Check the seller before providing your card details over the Internet or over the phone.
• Check the terms and conditions of the online store.
• Carefully read the terms and conditions regarding payment, delivery, complaints and returns.
• For safe online payments using Mastercard and Visa cards issued by Zagrebačka banka, the highest security standards of the leading card companies, Mastercard and Visa, have been introduced.
• Enter your card details only on web pages with protected access – look for "https" at the beginning of the website address and an image of a closed padlock next to the address bar ("s" for secure, and not the usual "http").
• Click on the padlock and check whether the website address corresponds to the company where you want to shop.
• Do not enter your card details on public or shared computers.
• Always sign out after making a purchase and save the confirmation email as proof.

Protection when using a card abroad

• Write down the following phone number: +385 1 3789 789 to quickly report the theft of loss of a card in case of emergency when travelling outside of Croatia, and +385 1 3789 620 for information on cards.
• Take another card with you, so you do not depend on a single card.Save copies of bills and carefully check transactions when you receive a statement or notification of incurred costs.

In case of fraud, report it immediately

• If you think you are a victim of card fraud, contact the Bank at 01 3789 789 or call your banker.