Applying for a card and receiving it

Any citizen of the Republic of Latvia may apply for a payment card - a person with a functioning mobile phone, to which a mobile text message will be sent with information regarding the PIN code and the registered 3D password.

• What should I do to apply for a payment card?

1. If you do not have a Postal Settlement System Account: 

Fill in the application form to open a Post Office Settlement System account and payment card at pasts.lv and follow the instructions or visit your nearest post office. 

2. If you have a Postal Settlement System account: 

Fill in the payment card application form at pasts.lv and follow the instructions or visit your nearest post office.

• Is it possible to fill in payment card forms remotely? 

Anyone can fill in the necessary forms on pasts.lv and then submit and sign them at any post office that suits them best. 

• What documents are required to apply for a payment card? 

To apply for a payment card, you need to have an identity document - a passport or an ID card.

• Is payment card production a paid service? 

The production of a payment card is a paid service in accordance with the tariffs specified by Latvijas Pasts. 

• How long does it take to produce a payment card? 

The payment card is produced within 10 working days. 

• Where can I get my payment card? 

The payment card will be available at the address indicated in the application form.

• What is the validity period of the payment card?

The validity period of the payment card is three years from the date of issue. The card is valid until and including the last day of the month indicated on the card (mm/yy).

• How is the monthly commission calculated if the card is used for less than one month? 

The commission is calculated for the days when the payment card is active, using a certain algorithm.

For example:

if the monthly fee is EUR 2.49 and there are 30 days in a month (e.g., in November), divide EUR 2.49 by 30 and the fee per day = EUR 0.083.
The fee obtained is rounded up to EUR 0.08 per day.

For cards that are active for seven days, for example, the fee will be EUR 0.083 x 7 = 0.581, rounded to EUR 0.58.

• How many payment cards can be linked to one account?

One basic card and up to nine additional cards can be linked to one account.

• What is an additional card?

An additional card is a card issued by Latvijas Pasts in accordance with the agreement to another natural person indicated in the Customer's application for the issue of an additional card. The same contractual conditions apply to the additional card as to the basic card.

• Does the additional card user have to visit the post office to process the card?

The user of the additional card together with the user of the basic payment card must visit the post office where the user will be identified in person, sign the application form for the additional card and pay for the issue of the card in accordance with the tariffs specified by Latvijas Pasts.

• What is a virtual payment card?

A virtual payment card is a payment card designed for payments on the Internet because it exists only in virtual form. The customer is informed about the card number and it's expiry date, but the card is not issued in plastic form. You can apply for this card and receive it in the Latvijas Pasts Pay mobile app.

Activating the card

• Over what period a payment cart must be activated?

The payment card must be activated within three months of receipt of the card.

• Where can I activate my received payment card?

You can activate the payment card at any post office by filling in the acknowledgement of receipt of the card or in the Latvijas Pasts Pay mobile app in “My Cards” menu.

• How can I activate my payment card at a post office?

The payment card can be activated at the post office by filling in the acknowledgement of receipt and presenting an identity document.

• How long will it take to activate my payment card if I request this service at a post office?

The card has a scheduled activation time of 24 hours, excluding Saturdays, Sundays and public holidays. After activating the card, the customer will receive a mobile text message with a PIN code.

• How do I activate my payment card in the mobile app?

The “Activate” menu appears next to the map in the “My Maps” section of the Latvijas Pasts Pay mobile app.. Pressing this button activates the card and displays the card's PIN code. The PIN code is also sent by mobile text message to the phone number provided in the application to issue the card. 

PIN code and security passwords

• Where can I see the PIN code of my payment card?

If you use the Latvijas Pasts Pay mobile app, after activating your card, there is a section  “My Cards” ->PIN-> “Remind PIN”. When you press it, the PIN code will appear on the screen for five seconds.

If the card is activated at a post office, a mobile text message with the PIN code will be sent within 24 hours.

• What should I do if I forget my PIN code?

The PIN code can be seen in the Latvijas Pasts Pay mobile app under “My Cards” section ->PIN-> “Remind PIN” or by visiting any post office and filling in an application for a card changes request, and selecting the service: re-delivery of PIN code. Fees for this service shall be applied in accordance with the tariffs specified by Latvijas Pasts. 

• What is the PIN code of the renewed payment card?

The PIN code of the renewed payment card remains the same as it was before. If you want to change it, you can do it in the “My Cards” section in the Latvijas Pasts Pay mobile app. Create a new PIN code by selecting “Change or remind PIN”-> “Change PIN”. To activate it, insert your card into an ATM and perform any action with the new PIN code: view your balance or withdraw cash.

• Is the payment card blocked if the wrong PIN code is entered repeatedly?

Entering the wrong PIN code three times will result in the payment card being blocked. If the payment card chip is blocked due to an incorrect PIN code, the cardholder can use the card for online purchases and contactless payments. You can unblock your payment card by entering the correct PIN code at an ATM or by applying for a new card with a new PIN code.

Payment card suspension/renewal

• What if my payment card is stolen, lost or forgotten at an ATM?

It is possible to block/freeze the payment card in the Latvijas Pasts Pay mobile app by calling the Latvijas Pasts Customer Centre 67008003 or by visiting any post office and filling in a card changes request.

• What to do if the device on which the Latvijas Pasts Pay mobile app is downloaded and contactless payments are activated is lost or stolen?

In such cases, please contact the Customer Centre by calling 67008003 or visit your nearest post office to have your card transactions disabled.

• What if the cardholder's name and/or surname changes?

If the cardholder's name and/or surname has changed, you must go to any post office with an identity document and fill in a card changes request form. A new payment card will be produced on this basis.

• What to do if my payment card is damaged?

If your payment card is damaged and cannot be used for payment transactions, you must go to any post office and apply for a new card.

You can also order a new card in the Latvijas Pasts Pay mobile app under “My cards” section by pressing “+” on the top right corner and closing the damaged card.

The fee for replacing a payment card is the same as the fee for making a new card.

• What should I do if I suspect fraudulent activities with my payment card?

If you suspect fraudulent activities with your payment card, you should urgently block/freeze your card by calling the Latvijas Pasts Customer Centre 67008003, by taking actions in the Latvijas Pasts Pay mobile app or by visiting any post office and filling in a card changes request and applying for a new card.

• How can I cancel my card?

You can cancel your card in the Latvijas Pasts Pay mobile app.

You can cancel your card in person at any post office by filling in a card changes request form.

• Do I need to apply for a new payment card if my card is about to expire?

Upon expiry of the validity period of the payment card, Latvijas Pasts shall issue a new card, unless the customer has cancelled the card in writing or via the Latvijas Pasts Pay mobile app within 45 days prior to the expiry of the validity period of the card.

Online Shopping

• What is a payment card security code (CVV/CVC2/Security code) and where can I find it?

The payment card security code is a three-digit code, which can be found on the back of the card with a label: Security code. It is used for online shopping.

• Can I use my payment card to pay for online purchases?
• You can use your payment card to pay for online purchases if it is registered for online secure transactions (Visa Secure).

• Are payments for online purchases safe?

Online shopping is safe and secure because it supports a3-D Secure system created by VISA to verify the identity of the buyer during shopping online.

• How do I apply for online shopping if I haven't done so before?

You can apply for online shopping using the Latvijas Pasts Pay mobile app or by visiting any post office and filling in an application form to request changes to your card.

Transactions with a payment card

• Can I pay with my payment card at points of sales?

You can pay with your payment card at points of sales.

• Is it possible to withdraw/deposit money from my payment card at an ATM?

You can withdraw money from your card at any ATM, but you cannot make deposits.

• Can I withdraw money from my account if it is blocked (for debt recovery)?

If your account is blocked, you cannot withdraw money until it is unblocked.

• Is there a commission fee for ATM withdrawals?

ATM withdrawals are subject to a commission fee in accordance with the tariffs set by Latvijas Pasts.

• In which countries is the commission fee for cash withdrawals with a payment card set within the European Economic Area (EEA)?

The commission fee for cash withdrawals with a payment card within the European Economic Area (EEA) is set in the following countries: BELGIUM (BEL); BULGARIA (BGR), SWEDEN (CHE), DENMARK (DNK), CYPRUS (CYP), LATVIA (LVA), LITHUANIA (LTU), LUXEMBOURG (LUX), SPAIN (ESP), FRANCE (FRA), CROATIA (HRV), ITALY (ITA), POLAND (POL), PORTUGAL (PRT), ROMANIA (ROU), SLOVENIA (SVN), HUNGARY (HUN), MALTA (MLT), THE NETHERLANDS (NLD), AUSTRIA (AUT), ICELAND (ISL), LIECHTENSTEIN (LIE), NORWAY (NOR), SLOVAKIA (SVK), FINLAND (FIN), SWITZERLAND (SWE), GERMANY (DEU), ESTONIA (EST), IRELAND (IRL), GREECE (GRC), GREAT BRITAIN (GBR).

• Is there a commission fee for cash withdrawals outside the European Economic Area (EEA) in addition to the tariffs set by Latvijas Pasts?

In countries outside the European Economic Area (EEA) an additional fee may be charged for cash withdrawals made with a payment card.

Latvijas Pasts is not responsible for commission fees charged by third-party financial service providers: please check the terms and conditions of the specific service provider before using ATMs in countries outside the European Economic Area.                                                                  

• Where can I find out my payment card limits?

Payment card limits can be found at:

• Latvijas Pasts Pay mobile app, section “My cards” – “Limits”.
• Latvijas Pasts website www.pasts.lv in the section “For individuals” -> “Financial Services Tariffs -> Payment Card -> Price List”.
• By calling the Latvijas Pasts Customer Service Centre 67008003;
• By writing to the Latvijas Pasts Customer Centre to an e-mail address info@pasts.lv

• Where can I increase my payment card limits?

You can increase the limits of your payment card by visiting the Latvijas Pasts Pay mobile app under section “My cards”-> “Limits” -> “Change limits” or by visiting any post office and filling in a card changes request.

• Where can I change my payment card's allowed and prohibited transactions?

Payment card transactions can be changed in the Latvijas Pasts Pay mobile app under section “My cards”-> “Change limits” -> where you can activate and deactivate transactions.

• Where can I see my account balance?

You can see your account balance by requesting an account statement at any post office, in the Latvijas Pasts Pay mobile app and at any ATM, subject to the service fee in accordance with the tariffs set by Latvijas Pasts.

• Where can I see my account statement for a certain period?

You can see your account statement for a certain period in the Latvijas Pasts Pay mobile app or by requesting it at any post office.

Incorrect card purchase/errors

• What to do if:
  • the wrong purchase amount has been debited
  • the purchase amount has been reserved/withdrawn twice
  • there is a purchase made with the card that has not been made,
  • the goods/services paid for with the card have not been received,
  • you have not received the amount of money you requested at the ATM?

In all these cases, you must go to any post office and fill in the card user’s claim form, stating the reason for the claim and attaching any supporting documents (e.g. copies of invoices, etc.).

• How long will it take for the claim to be processed and the money to be returned to my account?

The deadline for examining a complaint is 30 days.

About Latvijas Pasts Pay mobile app

• Where to download the Latvijas Pasts Pay mobile app?

The Latvijas Pasts Pay mobile app can be downloaded from the AppStore or GooglePlay (Play Market).

• How can I apply for a virtual payment card?

You can apply for a virtual payment card in the Latvijas Pasts Pay mobile app by selecting “My cards” and clicking on “+” to apply for a payment card. You are then offered to choose the type of card: debit card or virtual card. Once you have made your choice, select “Receive card”.