Frequently asked questions

What is a debit card?

Debit cards are a means of payment issued by a banking institution to individuals who hold a bank account with them. Transactions involving the card are immediately charged to the associated bank account.

In theory, the transaction limit of the debit card should be the available balance in the account against which the card is charged. However, for security reasons a maximum daily transaction limit is imposed.

What is a credit card?

A credit card is a means of payment issued by a banking institution to an individual or legal entity that is a customer of the institution, allowing the customer to enter into credit transactions under the contractually agreed terms and conditions.

The conditions of issue and use are set by each banking institution.

Difference between credit and debit cards

In the case of credit cards users can make payments and withdraw money from the credit assigned to them by their financial institution, regardless of the balance on their account, and defer payment until the following month. By contrast, payments made with debit cards are debited immediately from the user's account, up to the balance of the funds in the account, provided the limits assigned to the card are not exceeded (e.g. the maximum daily amount that may be withdrawn from cash dispensers).

How can I apply for a 4B, Visa or MasterCard card?

Contact any branch of a 4B member bank to apply for a 4B MasterCard or Visa card. Sistema 4B member banks are responsible for issuing Visa or MasterCard 4B cards and setting the issue criteria.

What should I do in order to use by 4B, MasterCard and Visa cards correctly?

• As soon as you receive your debit card you should memorise your personal identification number (PIN) and ensure it is kept safely.

• Check that you have retrieved your card when you finish each transaction using it.

• Never accept help from strangers to solve problems with cash dispensers, e-banking applications or computer equipment.

• Never reply to requests for information from strangers or persons whose function you cannot verified. All requests for information must relate to a particular procedure and the party requesting the information must be verified.

• The magnetic stripe on your debit card contains important information about your account. Any object able to demagnetise the stripe will delete all the information stored on the card and render it unusable. Keep your card from coming into contact with other cards' magnetic stripes or magnetic purse clasps, and avoid leaving it near a television set.

Where can I use my 4B, MasterCard and Visa cards?

Holders of 4B, MasterCard and Visa cards issued by 4B banks may withdraw cash from cash dispensers in Spain and abroad that display the VISA or MasterCard logo. Cardholders can make purchases at more than 24 million retail outlets accepting MasterCard or Visa cards worldwide.   

What should I do if I lose my card or it is stolen?

If your card disappears, report it immediately by calling our customer care numbers 913.626.200 or 902.114.400

What should I do if I notice that my card has been used fraudulently?

If you notice that your card has been used for transactions you did not take part in, report it immediately by calling the number given by you card issuing institution or our customer care numbers 913.626.200 or 902.114.400.

Once your card has been blocked to prevent fraudulent use, you must also report it to the national police and inform your financial institution.

When is it necessary for me to use my secret number (PIN)?

Your secret personal identification number (PIN) is essential when using cash dispensers in Spain or abroad.

It is not normally necessary when making purchases at retail outlets or paying for goods and services via a point of sales terminal (POST).

What should I do with my card when it has expired?

Destroy your card when it expires. Never throw your card away whole.

My card is about to expire, when will I receive a new one?

4B Banks should issue their customers with a new card sufficiently in advance of the expiry date of the old one. Be aware of when your card expires and if you do not receive notification from your bank a few days before the expiry date, enquire at your branch. Each bank chooses whatever it considers to be the most appropriate means of delivering cards to its customers. If you require more information, ask at your branch.

What do I need to do in order for my business to be able to accept card payments?

4B banks offer their merchants the Telepago 4B payments service so they can accept payments made with 4B, MasterCard and Visa cards in their establishments. Please contact any branch of a 4B bank for more information about our 4B Telepago service.   

What cards can I accept in my retail establishment using a 4B POS terminal?

The POS terminals 4B provided to retailers by 4B banks, are able to accept 4B MasterCard, Visa, MasterCard, Maestro, American Express, Diners, Clau, Multibanco and Euro 6000 cards issued by savings banks.  

When will my POS terminal be installed?

A few days after the retailer has signed the Sistema 4B card payments service membership contract, an installation engineer will visit the establishment to fit the POS terminal and explain how it works.   

What is an initialisation card?

This is a tool which is used to program the terminal during installation. It is left with the retailer in case it is necessary to re-program the terminal due to a fault.  

What is a totalisation card?

This is the key which allows the retailer to send the totals of all the transactions performed during a period to the retailer's bank account electronically. When the card is passed through the reader it identifies the bank, branch and account into which the amounts are to be paid. A given POST may have a different totalisation card for each Sistema 4B bank with which the retailer has contracted a Telepago 4B payments service.  

What is the Telecuenta card?

The Telecuenta card is a service 4B member banks offer retail outlets that are members of the Telepago 4B service. It allows the managers of these establishments to perform balance and recent transaction enquiries via 4B POS terminals or via cash dispensers belonging to the Telebanco 4B network.  

My 4B POST is faulty, what should I do?

You should contact the maintenance service provided by your bank. In order to maintain the quality of service of the Telepago 4B service, Sistema 4B sets certain minimum availability requirements to ensure customer satisfaction.