Frequently asked questions and answers
Here you will find answers to the most frequently asked questions about our products, services and policies. We've organized the questions by category to give you easy navigation.
Questions and answers
- Credit cards
- Payment solutions
- My Portal
General
The credit card is valid for 4 years. If the card contract is valid, the cardholder will automatically receive a new credit card with a new expiry date in good time in the month of the card expiry.
The respective card limit is shown on your monthly bill. As a Raiffeisen customer, please arrange for desired changes to your card limit via your account-holding Raiffeisen bank.
If you are a non-Raiffeisen customer, please send us a completed change form and copies of your last 3 salary/pension confirmations.
The first annual fee for the credit card will be debited at the time of card opening. After 12 months, the annual salary for the following year is calculated.
In the online transaction query under the heading "Card account" you can see your open balance. Under the heading "Sales" you can see all the sales made.
Card ID is a 13-digit, unique identification number. It always starts with CREX followed by 9 alphanumeric characters.
If you cannot find this note on your card, your card was not issued by Raiffeisen CardService, but by another card issuer.
In this case, we may ask you to contact your card issuer.
No, deactivation is not possible.
With our credit cards, individual contactless transactions are possible up to an amount of EUR 50.00. For amounts below EUR 50.00, it is up to the terminal whether a PIN request takes place or not.
The following cash withdrawal limits are set for our credit cards:
- daily: EUR 400.00
- weekly: EUR 800.00
These limits are set for all our credit card products and are not changeable.
The legal situation in Austria does not allow merchants to charge a surcharge for payments by credit card.
But watch out!
In some countries, the legal situation is designed in such a way that acceptance points are allowed to charge surcharges for credit card payments. Examples include Australia, Belgium, Cyprus, Denmark, Finland, Germany, Norway, Israel, Slovenia, Spain and the United Kingdom.
Card order
As a Raiffeisen customer, we ask you to contact your Raiffeisen customer advisor directly. They will process the credit card order for you.
You can also order a credit card online directly in My ELBA.
If you are not a Raiffeisen customer, please order your credit card directly via the application form.
Partner cards can only be issued to children up to 24 years of age, partners or spouses living in the same household.
The delivery of the credit card takes about 6 working days.
If you have decided on a system PIN, you will receive it about 2 working days before your credit card.
If you have a custom PIN, you will not receive a PIN envelope. Together with your credit card, you will receive an information letter for registering your custom PIN via the Raiffeisen CardService homepage.
We ask you to contact us by telephone in order to be able to compare your address and, if necessary, to arrange a reorder for you.
Tel.: 01 908 908 0 8080
The credit cards from Raiffeisen CardSerivce offer you a high security standard. To make sure that your credit card is not misused, activation is necessary!
Activate your credit card by making your first purchase by entering a PIN code.
Hint:
- Your credit card must be inserted into the POS terminal when activating.
- Payment on the Internet is only possible after the card has been activated.
PIN / Security
- Custom PIN: Upon receipt of your credit card, you can select your custom PIN once via our website under the menu item "PIN selection". A detailed description of how to activate your custom PIN can be found on our homepage at: www.r-card-service.at/pin.
- System-generated PIN: You will receive your PIN in a separate envelope by post.
Note: If your credit card is stolen or lost, your PIN will also change. With a renewal card, your PIN remains the same.
Please contact your Raiffeisen CardService team by phone or e-mail.
Your failed attempts will be reset immediately and you can easily enter your correct PIN again.
Tel.: 01 908 908 0 8080
E-Mail: office@r-card-service.at
A reorder is possible using the change form.
The 2-factor authentication sometimes requires the cardholder to identify themselves via two of the following three factors:
- Something you KNOW (password, PIN, ...)
- Something you OWN (credit card, mobile phone, ...)
- Something PERSONAL from you (fingerprint, facial recognition, ...)
Detailed information on 2-factor authentication can be found here.
The CVV or CVC code, also known as the card verification digit, consists of 3 digits and is an additional security factor for online payments. (Located on the back of your credit card.)
Visa uses the designation CVV (Card Validation Value), MasterCard uses the designation CVC (Card Validation Card).
Changing data
Send the completed and signed change form to Raiffeisen CardService.n.
In the event of a name change, a copy of the proof of change (e.g. marriage certificate) is also required.
For changes of address, we also need a copy of your registration form.
Alternatively, your change request can also be made directly by your responsible Raiffeisen account manager.
For Raiffeisen customers, a change is only possible via your responsible Raiffeisen customer advisor.
For non-Raiffeisen customers, the following documents are required:
- Handwritten signed change form
- last 3 payslips
- in the case of self-employed customers, an income tax assessment notice or an income/expenditure statement must also be submitted
Send the completed and signed change form to Raiffeisen CardService.
A change is possible using the change form.
Please note that after the billing cycle has been changed, billing will still take place once at the usual time and will only be issued on the specified invoice date.
With Platinum credit cards, only the payment term can be changed from 21 days to 3 days, a change of the billing date itself is not possible.
No, a repeat order is free of charge.
As soon as you receive confirmation of the change by email, the change will take effect.
Your picture did not meet our criteria for a Picture Card.
Please note the following image guidelines: Picture Card Issue Criteria
Card blocking / card cancellation
Report the loss or theft of your credit card immediately by calling the emergency number – Tel: +43 1 908 908 0 8080 (24 hours) and have your card blocked. Furthermore, a police report is recommended; absolutely necessary in the event of card misuse.
Please contact our CardService emergency service immediately, which is available around the clock, 365 days a year, at the following phone: 01 908 908 0 8080 (International: +43 1 908 908 0 8080) is available for you.
- In case of loss or theft.
- If your card has been withdrawn from an ATM.
- In the event of loss of your ordered credit card in the mail.
- If there is a suspicion that unauthorized persons are using your card details.
- If you suspect that you have been the victim of a phishing scam.
No, a card block is free of charge.
In the course of the card blocking, please let us know that a replacement card is desired.
An annual fee will also continue to be charged for blocked tickets. For a complete cancellation of your credit card, please send us a cancellation form..
In order to prevent possible data tapping, a replacement card with new card data must be reordered for security reasons.
We are very sorry that you want to cancel the credit card contract with us. To cancel your credit card, we require a signed cancellation letter or send us the fully completed and signed cancellation form.
Sales Message / Monthly Invoice
With My Portal, you have the opportunity to view your sales around the clock.
To learn how to sign up for My Portal, see here.
The move-in date can be seen on your monthly invoice. As a rule, a debit takes place 3 working days after the monthly invoice is issued.
The payment term for Classic and Gold cards is 3 days.
For Platinum cards, the payment term is 21 days.
CardService offers you 2 options for sending your monthly invoice:
- Free of charge on www.r-card-service.at/meinportal (available at any time)
- Fee charged by sending the monthly invoice to the cardholder by letter: Euro 0.90 / monthly invoice
Forwarding of monthly invoices is associated with a fee of 0.90 EUR.
The use of My Portal is free of charge for every customer.
If there has been a turnover movement on the card account, you will receive your credit card statement once a month. Possible billing dates are on the 1st, 10th, 15th, 20th or 25th of each month.
The invoice amount shown on the card statement will be automatically debited from your current account announced on the card application 3 days after the invoice has been issued (payment term for Platinum cards is 21 days).
By paying the outstanding amount on time, you must ensure that the full amount reaches our institution within a payment period no later than the last day of the deadline specified in the monthly invoice.
Your credit limit is only available again after the entire outstanding amount has been settled.
Depending on the billing cycle, your credit limit will be available again one day after the entire invoice amount has been debited.
All sales can be called up in your online sales query. To request a receipt, please contact risk@r-card-service.at. Please note that a receipt request is associated with an additional cost of EUR 3.50 and this request can take up to 6 weeks.
Any credit balance is generally offset against current expenses and thus reduces the amount of the next monthly invoice.
For an early payout, please contact office@r-card-service.at.
Turnover complaint
If you notice transactions on your card statement or in the current transaction statement that you are objecting to for the following reasons, for example, these may be unlawful charges:
- double or delayed charge (e.g. hotel or car rental) of a transaction made,
- unknown merchant name,
- charge for goods not yet delivered or the goods do not correspond to the description,
- transactions not made by you using the card data (misuse or fraud).
Please send us a short description of your complaint, stating your CARD ID (starting with CREX or PREX) and the transactions concerned, by e-mail to risk@r-card-service.at. Our team will contact you as soon as possible.
Raiffeisen CardService supports you in complaining about unauthorised merchant and cash transactions against merchants and ATM operators.
Please note that objections concerning the underlying transaction (e.g. defective goods) cannot be resolved through us. Clarify these issues with the dealer. Also check whether a credit note has already been posted through the merchant.
As soon as you have received or become aware of the statement, we ask you to file your sales complaint immediately. In this case, send a written complaint to: risk@r-card-service.at
Not all grounds for complaint require a card block. As long as the card is in your possession and the card details have not been misused (e.g. If you have not received an ordered item or it is a double booking), there is no reason to block the card. If, on the other hand, you discover misuse (e.g. transactions not made by you), have lost your card or the card has been stolen, you must have the card blocked immediately in order to comply with your duty of care as a cardholder.
Are you unsure whether it is necessary to block your credit card? Our Serviceline employees are available at 01 908 908 0 8080.
If you as the cardholder have not made the transactions, it is a case of misuse of your card. In the event of fraudulent bookings in the event of theft or loss of the card, you as the cardholder must report it immediately.
Please call us at 01 908 908 0 8080 so that we can block your credit card.
IMPORTANT: Only after a final booking of an amount (the amount appears in your monthly invoice or in the transaction query) do you as the cardholder have the opportunity to complain about transactions directly to us and claim the corresponding refund.
Please inform us immediately after you have noticed an undue charge on your monthly invoice. You can request a refund of the booking up to 13 months after charge. However, you are obliged to check your credit card statements and bank statements regularly every month.
Yes, a complaint can be rejected. This is the case if:
- the merchant can provide proof of the legality of the transaction,
- a claim for reimbursement does not exist because the cardholder has grossly negligently violated his duties of care, e.g. by noting the PIN on the card or not keeping the card carefully.
In the case of credit card complaints, the refund is usually made to the credit card. Credit card transactions already collected from your bank account will be credited directly to your bank account. Until your complaint has been finally clarified, the credit will be subject to reservations. Of course, all expenses incurred in connection with the fraudulent booking will also be credited.
Insurance / Travel
Your Gold and Platinum credit cards have insurance coverage. More detailed information can be found on the respective product pages.
Please note that our Classic Credit Cards do not have travel protection.
Unfortunately, a direct upgrade is not possible at this time. This requires a cancellation of your existing card and an application for a new RBI credit card with insurance coverage.
Our credit card products are functional worldwide and do not need to be activated.
Here are a few valuable tips to keep in mind before you start your trip:
Card active / limit sufficient
Make sure your credit card is activated and not expired, and you have a sufficient limit for your planned trip. If you have any questions, please contact your Raiffeisen advisor.
PIN
Do you still know the PIN of your credit card? You can query these at any time in RaiPay. Alternatively, you can also contact your advisor to order a new PIN envelope.
Insurance
Before you go on holiday, find out about the scope of your insurance benefits in the event of a claim. Detailed information can be found on the respective product pages of our Gold and Platinum credit cards. Please note that our Classic Credit Cards do not have travel protection.
Please use the Online Claim Form.
RaiPay
Downloading and using the RaiPay app is free.
Paying with RaiPay is absolutely secure because it uses the same high security standards that Raiffeisen customers are accustomed to when making card payments.
The agreed credit card limits also apply to payments and cash withdrawals using your smartphone.
The RaiPay PIN is used to verify your identity, e.g., for payments over EUR 50, when reaching the maximum limit for consecutive small-value payments (EUR 125), and to unlock the home screen to view card details, available limit, or transactions. The RaiPay PIN is a four-digit number and can be replaced with a biometric identifier (e.g., fingerprint) to simplify RaiPay's usability.
We recommend that you call the card blocking hotline at +43 1 908 908 0 8080. Upon your request, we will block your smartphone's digital credit card to prevent misuse.
Garmin Pay
It can be used worldwide at all NFC terminals with Maestro functionality.
A current overview of all Garmin Pay™ enabled smartwatches can be found in the Garmin Online Shop.
For your protection, Garmin Pay™ uses smartwatch-specific card numbers and transaction codes – so-called tokens – for every purchase. Your card details are therefore not stored on the device or Garmin servers, and are not transmitted to retailers when paying. To complete a transaction, you enter your custom code on your watch, which is remembered for 24 hours. You'll need to re-enter the code once you remove your wearable.
To make a Garmin Pay™ payment, you must use the 4-digit PIN you chose during registration. The PIN must be re-entered every 24 hours or whenever the watch is removed from your wrist. Verification is performed by the heart rate monitor.
If the PIN is entered incorrectly three times, your smartwatch's wallet will be locked. You will then need to reset it in your Garmin Connect app or repeat the registration process.
The limits apply depending on the daily and weekly limit set on your digital credit card.
Since entering the self-selected PIN is only required every 24 hours, or when the watch is removed, a separate PIN entry at the payment terminal is not required. This also eliminates the contactless limit of EUR 25 (or EUR 50 due to Covid-19) for payments with Garmin Pay™.
- physical Raiffeisen CardService credit card
- Garmin Pay™ enabled smartwatch (see Garmin Online Shop)
- ELBA disposer
Apple Pay
Please check whether the following requirements for activating Apple Pay are met:
- Are you using the latest version of the iOS operating system?
- Do you have the latest version of the My ELBA app installed?
- Do you have a good internet connection?
- Is the pushTAN confirmation of your identity still valid?
- Have you entered your current mobile phone number in your online banking?
- Is your Raiffeisen credit card operational and not blocked?
If all of the requirements are met but you still have problems adding your Raiffeisen credit card to Apple Pay, please contact your personal Raiffeisen advisor or Apple Pay Support.
You can start the process of adding your Raiffeisen credit card to Apple Pay in your My ELBA app. To do so, go to the respective account in the My ELBA app, select "Functions > Cards," and click "Add to Apple Wallet" for the respective card. Follow the instructions provided by Apple Pay.
There are no costs to set up or use Apple Pay. However, an internet connection is required for setup.
With Apple Pay and your Raiffeisen CardService credit card, you can pay quickly, securely, and confidentially. Paying with Apple Pay is easy and works with the devices you use every day—iPhone, Apple Watch, iPad, and Mac. Your card information is secure because it's not stored on your device or shared with the merchant during payment.
To use Apple Pay you need the following:
- An Apple ID signed in to iCloud
- An Apple Pay-enabled Apple device. A constantly updated list of all Apple devices that support Apple Pay can be found at https://support.apple.com/de-de/HT208531
- The latest version of iOS, watchOS or macOS
- A credit card from Raiffeisen CardService.
You can store multiple Raiffeisen CardService credit cards. If you add two or more cards to Apple Pay, you can specify a default card for payments. You can do this in Apple Wallet or in the device's system settings under "Wallet & Apple Pay."
You can store your credit card on multiple Apple devices at the same time. There is no limit to the number of Apple devices.
If you enable two or more cards for Apple Pay, you can set a default card for payments. You can set this directly in Apple Wallet by pressing and holding the desired card and placing it first.
To pay with Apple Pay, you don't need an active internet connection. Transactions can be made with Apple Pay without an internet connection.
In some countries and regions, you may be required to enter your PIN when paying with Apple Pay in stores if your transaction exceeds a certain amount. In some cases, you may be required to sign a receipt or use another payment method. In Austria, you may be required to enter your PIN for purchases over EUR 50.00.
- In Apple Wallet, if you tap on the respective card, you can find all transactions made with the card.
- You can still find the sales overview in your My ELBA.
With Apple Pay, you can conveniently pay for your purchases contactless at the checkout using your iPhone. You can do this in almost all stores, at online retailers, or in the Safari browser. You can identify the exact location by the contactless payment symbol or the Apple Pay logo.
You can turn off Apple Pay purchase notifications in the Wallet app as follows:
- Open the Wallet app on your iPhone and select the desired card
- Tap the three-dot menu > Notifications
- Disable the “Allow notifications” option
If you have any questions about a charge, contact the merchant. The cashier can identify the purchase using the device account number and process the return just as they would with a physical credit card. You can find the device account number in Apple Wallet.
If you are unable to resolve the issue, you can dispute the transaction. Please contact your bank advisor.
There is no limit on the number of payments you can make with Apple Pay. The same daily or card limits apply as your physical Raiffeisen CardService credit card.
To block your physical credit card or order a replacement card, please contact your Raiffeisen advisor or the blocking hotline.
If you have received your new credit card and would like to use it with Apple Pay, you will need to add the new credit card to Apple Pay again.
To prevent payments with Apple Pay, delete all cards added to Apple Pay on your iPhone. We strongly recommend restoring your device to its factory settings before selling it to a new user. This will erase your personal data. Refer to the manual for your iPhone, iPad, Mac, or Apple Watch for detailed instructions on how to restore factory settings.
Instead of your credit card number, Apple Pay uses a virtual number to process payments, so your card information is not transferred to merchants and your actual credit card number is not stored on your device or on Apple servers.
If you lose your device or it's stolen, you can lock it at any time using the Find My app on another iPhone or iPad or from your Apple ID account page. Your physical card will remain unaffected. You can pay with it as usual.
Make sure your device is secure and protected with an unlocking mechanism. Furthermore, you must not have registered other people's fingerprints or share your unlocking mechanism with others. These people could otherwise conduct transactions with your device.
No, you need an active iCloud account to pay with Apple Pay.
If you no longer want to use Apple Pay, you can delete the stored card in Apple Wallet.
If you lose your device or it's stolen, you can lock it at any time using the Find My app on another iPhone or iPad or from your Apple ID account page. Your physical card will remain unaffected. You can pay with it as usual.
The card details are never stored on the device; instead, a non-sensitive equivalent (token) is used to process the payment. This means your card details cannot be transferred to merchants.
Apple Pay can be activated via Apple Wallet by manually entering card details and authenticating via a one-time password sent via SMS. Activation can also be initiated from the My ELBA app.
The new or newly issued card can be digitized once the plastic card has been received and activated (through an online PIN transaction at a POS terminal or ATM). It may take up to one week for the card to be delivered.
Unfortunately this is not possible.
The Apple Wallet on the respective device also only displays digital transactions made with that device. For example, transactions made with the Apple Watch are only displayed in the Watch app.
Instead of using the plastic card and inserting it into the self-service terminal, use the iPhone (on which the card is digitized in Apple Pay) in the same way as at the POS terminal (by tapping the contactless symbol on the ATM). The subsequent process is the same as with the plastic card, requiring the plastic card's PIN to be entered at the ATM.
General
- Secure registration
By connecting with My ELBA, we ensure that there is no fraudulent registration in My Portal. - View completed transactions in real time.
Immediately after completing your transaction, you can review it in My Portal. This provides you with an additional control mechanism. Kontrollmechanismus. - Search function in your transactions
This function allows you to search specifically for transactions and no longer have to scroll through your monthly invoices. - Download function for searched sales
After you have searched for your sales, you can also download and save them as a CSV file.
An app is not currently planned. You can access My Portal via the link below.
If you have multiple cards, all card IDs will be displayed in the dropdown list. You can switch between your cards and view the respective monthly statements and transactions.
Please clear your browser history and try again.
If you fail to log in, access to My Portal will be blocked for 24 hours for security reasons. Resetting your password is not mandatory. After the 24-hour period has expired, you have the option to set a new password. To do so, use the "Forgotten Password" function on the My Portal login page.
When pushTAN is activated, login as "I am an ELBA customer" is done automatically using the pushTAN service. To switch to the login "I am not an ELBA customer," please contact our team at office@r-card-service.at.
A partner card is a standalone card. The registration process is the same as for a primary card.
Registration
- "Error: Unfortunately, the CardService SecureCode could not be saved." Please try again later. You can skip this step and go directly to your transaction overview. To do so, please use the "Go to transaction overview" button“.
- "Attention: Your session has expired. Please log in to the customer portal again.“ Due to prolonged inactivity, you have been logged out of My Portal. You will need to log in again to view your monthly invoices/sales.
- Error: The one-time link has expired/invalid. Please restart the registration process.“ For security reasons, the one-time link is only valid for 24 hours. After this period, it must be requested again via My Portal. If this message occurs repeatedly, please try copying the one-time link and pasting it directly into your browser's address bar.
- Error: A valid card ID could not be assigned to your 'My ELBA authorisation holder'. If you have an active credit card from Raiffeisen Bank International AG, please contact your customer support team to link your credit card to 'My ELBA.“ To continue the registration process, your credit card must be linked to My ELBA. To do so, please contact your Raiffeisen customer support team to establish the link.
Please check your email provider's SPAM or JUNK folder. If you have recently changed your email address or have not received the email in your SPAM or JUNK folder, please contact office@r-card-service.at, in order to analyze the misconduct more precisely.
No, My Portal does not affect the functionality of your credit card. However, customers who do not use My ELBA require the CardService SecureCode for online payments, which can be set via My Portal.
SecureCode
The CardService SecureCode serves as a second authentication factor for online payments, which you assign yourself during your initial registration in My Portal. Instead of a one-time password, you will use the CardService SecureCode in conjunction with a one-time password for online payments.
For customers with pushTAN, the CardService SecureCode is only required if the pushTAN service fails.
The CardService SecureCode serves as a second authentication factor for online payments. This is mandatory to make online payments.
For customers with pushTAN, the CardService SecureCode is only required if the pushTAN service fails.
You can reassign your CardService SecureCode at any time in My Portal. To do so, log in to My Portal and set your new CardService SecureCode.
After successfully logging in, simply click on the "CardService SecureCode" menu item. Here you can assign your new CardService SecureCode.
Sales query/monthly invoice
My Portal offers you numerous benefits. In addition to viewing your monthly statements, you can also track, search, and download your transactions in real time.
You can also set your personal password for online purchases (CardService SecureCode) in My Portal.
If you don't register with My Portal, you won't be able to monitor your transactions.
My portal offers you a review of all monthly invoices and all transactions up to and including January 2019.
You can set your monthly invoices as well as a specific sales period and download and print your sales.
In My Portal, you can view your sales in real time. Copies of invoices for completed sales are not included.
It is possible to download and save your sales as an Excel file.
The display of the card balance in My Portal is already in development and will be implemented soon.
No, for data protection reasons, only the cardholder is authorized to view the transactions.
All information regarding card account transactions and payment transactions processed through the account, as well as all monthly statements, will be available for you to access via My Portal on the RBI website for 10 years after termination of the credit card agreement. You can access My Portal as usual:
- To access My Portal, enter your Card ID. Identification is achieved by entering the password you set in My Portal, as well as the one-time password that RBI sent to the mobile phone number you provided. You can change your password and mobile phone number even after your credit card agreement has ended. Please use the change form [link] to do so. After entering your current information, you can log in again using the "Forgotten customer portal password?" function.
- If you have previously accessed My Portal via the electronic banking service agreed with your Raiffeisenbank and the signature app identification procedure, you can continue to access it this way.
- If you no longer have an electronic banking agreement or an agreement for the Signature App identification process with your Raiffeisenbank, you can register with My Portal. To do so, enter your Card ID. Identification is done by sending an email to the email address you have registered with us, containing a link that redirects you back to My Portal. You then set a password for accessing My Portal and confirm it by entering a one-time password that will be sent to the mobile phone number you have registered with us. You can then access your monthly statements as described in point 1).
You can change your email address, mobile phone number and password even after the credit card agreement has ended. To do so, please use the Change form after entering your current information, you can log in again using the "Forgotten your customer portal password?" function.
Change data
My portal is primarily used to view your monthly bills and set your password for online purchases (CardService SecureCode). Changing your master data is currently not possible.