Frequently asked questions

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

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 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.

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.

The card will work in all countries and in any currency supported by VISA. Even though your card is in euros, the amount will be automatically converted at the time of payment.

Yes, you can add your “Urbo” VISA payment card to Google Pay starting from December 1, 2025. We plan to introduce Apple Pay functionality in the near future.

If your payment card is not accepted, first try to find out the reason why it is not supported at the point of service (by asking the merchant to specify the reason or provide a sales receipt with the reason code). Then contact Urbo via internet banking, by calling 19300, by email at info@urbo.lt, or by visiting any Urbo branch.

You can pay online with all VISA debit cards issued by Urbo – both for business and private customers.

You can view your payment card’s PIN code at any time in internet banking or mobile banking (select the option “Show PIN”).

• At an ATM, you can enter the wrong PIN code 2 times. If you exceed this limit, your payment card will be blocked and retained by the ATM. In this case, immediately block your card and submit a request for a new card to be issued.
• At a store (using chip card readers), if you enter the wrong PIN code more than 2 times, the chip will be blocked. However, you can unblock it:

1. Contact Urbo;
2. After the Bank confirms the unblocking of your card, you must perform at least one transaction at an ATM (balance inquiry or cash withdrawal) and your card will be unblocked.

You can change your payment card’s PIN code by logging in to your internet banking at any time of day (select the option “Change PIN”). After changing the PIN code, you must insert the 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 code that is difficult to guess;
• Not using the same PIN code as on other cards;
• Avoiding PIN codes with sequential numbers (e.g., 9876, 1234);
• Avoiding PIN codes with identical digits (e.g., 7777, 9999).

You can check your payment card account balance:

• In internet banking – log in at any time;
• At an ATM – check your account balance at any ATM displaying the VISA logo anywhere in Lithuania.

If you want to change the transaction limits applied to your card, you can do so by logging in to Internet Banking (select the option “Card Limits”) or by visiting any Urbo branch. The maximum and minimum transaction amounts for your card are specified in the Bank’s service price list and in Internet Banking.

You can enable or disable contactless payments in internet or mobile banking by turning the “Contactless Payments” function on or off (payment limit: 50 EUR).

You can activate online payments by logging in to internet or mobile banking and selecting the “Online Shopping” function.

Please contact Urbo Bank via internet banking, by calling 19300, by email at info@urbo.lt, or by visiting any Urbo branch.

To cancel recurring payments charged to your card, please follow these steps:

• Contact the service provider initiating the recurring payments and request to stop the subscription or service. You can usually do this by visiting the provider’s website or app, logging into your profile, and adjusting your subscription settings.

• If the provider does not respond or the charges continue, contact Urbo Bank and provide a description of the situation along with all related details (e.g., service name, date and amount of the last payment).

• The Bank may initiate card blocking or replacement to stop unwanted charges.

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

A funds reservation for completed transactions cannot be canceled unless the merchant or service provider with whom the payment was made gives consent. A completed payment transaction can only be disputed after the reserved funds are debited from the account, by submitting a request to the Bank. If 30 calendar days pass from the date of the funds reservation and no payment confirmation is received from the merchant or other payee, the Bank will release the funds reservation.