Contact us

There are various teams across Visa Europe and our 4,600 member banks that can help you. Details of the appropriate contact for various topics are provided below. On this page you will also find some of the most frequently asked questions - hopefully you will find the answer that you are looking for.

Questions about your Visa card

Visa does not issue cards or set the terms and conditions for your card – this is done by our member banks. If you have a question or complaint about your Visa card account, you will need to contact the bank that issued your card.

Website details for our member banks are available on our Get a Visa card page.

Lost Visa cards

If you’ve lost your Visa card, then you’ll find a list of assistance telephone numbers on our I’ve lost my Visa page.

Merchants and retailers

If you already accept Visa cards, and you have a query, you will need to contact the bank which provides you with your Visa card acceptance services (your acquiring bank).

If you want to start accepting Visa cards, you should discuss your needs with various banks and financial institutions – make a start by asking your own bank. Advice and information for merchants is also available on our Accepting Visa page.

Journalist enquiries

If you are a journalist, you’ll find our list of press contacts on our Press & media contacts page.

Member banks

If you are a Visa member bank, please contact the Visa Europe Customer Support on your country specific number, or e-mail us at customersupport@visa.com

Fraudulent emails

If you receive an e-mail claiming to come from your bank, or any other bank, requesting personal information, do not provide the details – it could be fraudulent. Instead, contact your bank to determine whether or not the e-mail was from them.

Please be aware that Visa never contacts cardholders directly by phone or e-mail requesting personal information relating to your Visa card. For further information, please visit our Fraudulent emails and websites page.

Frequently asked questions

Q:How do I apply for a Visa card?

A:Visa Europe does not issue cards to cardholders – they are issued by our 4,600 European member banks. You’ll find a list of these card issuers, and their website details, via these two pages:

• Get a Visa card – list of banks that issue personal cards (credit and debit)
• Get a Visa commercial card – list of banks that issue commercial cards

Q: I have unexplained charges on my account?

A: Visa Europe does not have access or jurisdiction over cardholder accounts, and therefore we are unable to charge cardholders. Please contact your card issuing bank or financial institution for further advice regarding the charges that have appeared on your account.

Q: I am having problems with my Verified by Visa account?

A: Please contact you card issuing bank directly as Visa Europe does not hold any cardholder details regarding the Verified by Visa security system. You can contact them via the number on your statement or on the back of your card.

Q: How do I find an ATM (or cash machine) that accepts Visa?

A: Please visit our ATM Locator page – it will give you locations of ATMs worldwide.

Q: I am having problems with an ATM, what should I do?

A: If you are having problems withdrawing money from ATMs please notify your card-issuing bank. You can contact them directly, using the address or telephone number on your Visa statement or on the back of your card.

If the problem relates to a particular ATM, and not related to your card issuing bank, you should report it to the bank that ‘owns’ the ATM – its name is usually printed on the ATM.

Q: An ATM failed to give me my money but it has been taken from my account?

A: The bank or financial institutions that issued your Visa card is responsible for all account management and billing enquiries. Visa Europe does not have access to, or jurisdiction over, cardholder accounts. Account information is confidential and is proprietary between the issuing bank and the cardholder.

If an ATM has failed to dispense money but your account has been debited, please notify your card-issuing bank. Your card issuing bank will be able to discuss this issue with the bank that ‘owns’ the ATM. You can contact your bank directly, using the address or telephone number on your Visa statement or on the back of your card.

Q: I have lost my Visa Card

A: If you’ve lost your Visa card, then you’ll find a list of assistance telephone numbers on our I’ve lost my Visa page.

Q: Is a retailer allowed to set a minimum transaction amount?

A: Retailers that accept Visa are not permitted to establish minimum transaction amounts, even on sale items or to charge you a fee when you want to use your Visa card – unless local laws specifically allow surcharging.

If you run into a problem like this with a merchant, please notify your card issuing bank. They will have access to the appropriate Visa rules and regulations and can help you with your complaint. You will find their address and/or telephone number on your Visa statement. Their telephone number may also appear on the back of the card itself.

Q: My Visa card does not have a chip, and is not being accepted by a retailer – what can I do?

A: All retailers displaying a Visa logo are required to accept all forms of Visa cards that are presented to them. As with the introduction of any new technology, it may take time for everyone to get used to the new system and some retailers may be unclear as to how to treat foreign-issued cards or cards without a chip.

The chip and PIN sales terminals being used in Europe can recognise and handle magnetic stripe and chip and signature cards. The terminal will automatically read the card and know whether a PIN or a signature is necessary. It will then give the sales clerk the appropriate prompts.

Q: What if I have an account enquiry?

A: Visa Europe does not have access to, or retain, any details of financial transactions that you may have undertaken using your Visa payment card – these are kept and managed by your card issuing bank.

To access your account information, please contact your Visa card issuer. You'll find their address and/or telephone number on your Visa statement. The telephone number may also appear on the back of the card itself. Website details for our member banks are available on our Get a Visa card page.

Q: Does Visa offer me any protection if I am unhappy with a transaction?

A: There is no safer way to pay than with a Visa card. If you are an innocent victim of fraud, do not receive goods or services you have ordered, if the goods are lost or if you received the wrong goods, you can get your money back (subject to your bank’s terms and conditions).

To start the process you need to contact your issuing bank and explain what happened. This facility applies to all cards issued by Visa but not to all non-Visa cards.

If your bank representative is not familiar with the scheme you need to tell them you are asking them to pursue a ‘chargeback’ through the Visa system.

Q: How do I change my billing address?

A: We are unfortunately unable to assist you with your request for an address change. To facilitate this change, you need to speak to the bank that issued you with your Visa card as we have no access to individual accounts; this is managed solely by your bank.

Q: How do I get Visa card insurance?

A: Please note that while all Visa cards include some benefits, many Member financial institutions choose to provide enhanced benefits. Financial institutions tailor benefits packages to meet their cardholders’ needs.

For more information, please contact the financial institution that issued your card directly, as insurance coverage or warranty options may vary depending on your card-issuing bank and the specific card product.

General enquiries

If you are unable to find the information you are looking for on this page, please contact us.

Cardholder or merchant enquiries – Monday to Friday, 08.30 to 17.00 GMT (except for UK public holidays, when our offices are closed)
E-mail: enquiries.europe@visa.com
Tel: +44 (0)20 7795 5777

Switchboard
Tel: +44 (0)20 7937 8111

Please note that calls may be recorded for training and quality purposes.