Frequently asked questions

You can order the card online – we’ll deliver it to your company’s contact address or you can pick it up at the nearest bank branch.

Once you’ve ordered your card, you will be able to start using it for online payments within 1 hour of ordering. To pay using a plastic card, you are always asked to insert it into the card reader and enter the PIN, which will only be visible in your Urbo online bank or mobile app.

You can pay at any physical or online store worldwide where the VISA logo is displayed.

If your payment card is not accepted, first try to determine the reason why it is not being processed at the merchant’s or ATM location (by asking the merchant to explain the reason or to provide a receipt showing the reason code). Then, please contact Urbo Bank via Internet Banking, by calling 19300, by email at info@urbo.lt, or by visiting any Urbo Bank branch.

You can make online payments with any VISA debit card issued by Urbo Bank – for both business and private customers.

You can withdraw cash from all ATMs marked with the VISA logo. The withdrawal fee depends on the service plan you choose.

You can view your card’s PIN at any time via Internet Banking or the Mobile Banking app by selecting the “Show PIN” option.

• At an ATM: You can enter the wrong PIN up to 2 times. If you enter it incorrectly more than that, your card will be retained by the ATM. In this case, immediately block your card and request a replacement card.
• At a store (using chip card readers): If you enter the wrong PIN more than 2 times, the chip will be blocked. You can unblock it by:

1. Contacting Urbo Bank;
2. After the Bank confirms the unblocking, performing at least one transaction at an ATM (such as checking your balance or withdrawing cash) — your card will then be reactivated.

You can change your payment card’s PIN at any time by logging in to your Internet Banking and selecting the “Change PIN” option. After changing your PIN, you must insert your card with the new PIN into any ATM and complete at least one transaction — for example, checking your account balance or withdrawing cash.

We recommend:

• Choosing a PIN that is difficult to guess;
• Not using the same PIN as for other cards;
• Avoiding sequences where numbers increase or decrease (e.g., 1234, 9876);
• Avoiding PINs with identical digits (e.g., 7777, 9999).

You can check your payment card account balance:

• Via Internet Banking – log in to your Internet Banking account at any time of the day;
• At an ATM – check your balance at any ATM in Lithuania displaying the VISA logo.

When you make a payment with your card, the transaction amount is temporarily reserved in your account. Once the Bank receives confirmation of the payment from the payee, the funds are debited from your account and the reservation is lifted. If the payee does not confirm the transaction, the reservation is automatically lifted 30 calendar days after the date of payment.

Funds reservations for completed transactions cannot be canceled unless the merchant or service provider involved agrees. You can dispute a completed payment only after the reserved funds have been debited from your account by submitting a request to the Bank. If 30 calendar days pass from the date of the reservation without receiving payment confirmation from the merchant or other payee, the Bank will cancel the funds reservation.

Submit a free-form, signed notification in the Internet Bank, stating the time, amount of the disputed transaction and the merchant’s name. If you suspect that your card details have been compromised, block your card immediately.

You can block your payment card at any time in the Internet Bank or mobile app. You can call 19300 or +370 5 264 4800 (when calling from abroad) during the Bank’s opening hours.