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Your Visa card account
Visa does not retain any details of financial transactions that you may have undertaken using your Visa payment card – these are kept and managed by your Visa credit or debit card issuer.
To access your account information, please contact your Visa card issuer. You will find their address and/or telephone number on your Visa statement. The telephone number may also appear on the back of the card itself. You can also locate your card issuer and click through to their website for more information.
Your card issuer can help you resolve issues regarding unauthorised transactions. You will find their address and/or telephone number on your Visa statement. Their telephone number may also appear on the back of the card itself.
If you would like to learn more about services that Visa offers to add an extra level of protection to your Visa card, explore Safety + security.
Your payment experience is incredibly important to us. Merchants who display the Visa logo are not permitted to choose whether or not to accept a Visa card for payment if the customer is acting in good faith.
Visa has over 16,000 financial institution clients that issue their own Visa cards and sign up merchants to accept them. These institutions set the terms and conditions for their merchant relationships and, therefore, handle all customer service matters relating to them.
We recommend that you notify your Visa card issuer using the customer support number appearing on your Visa statement or the back of your Visa card. Your Visa card issuer has access to the appropriate Visa rules and regulations, as well as the Notification of Customer Complaint forms to file complaints.
Safety + security
As with the replacement of all Visa cards, those cards with the new design will be distributed by a Visa card issuer. All Visa products provide a convenient, reliable, safe and secure way to make purchases. For additional concerns about your Visa card, call your card issuer.
Visa is working with financial institutions, merchants and law enforcement agencies worldwide to ensure that there is no confusion as the new card design is introduced.
No. Visa is working with financial institutions, merchants and law enforcement agencies worldwide to ensure that there is no confusion as the new card design is introduced. As always, Visa has programmes in place to help monitor fraudulent activity and alert cardholders to potentially fraudulent use. Visa will continue to offer cardholders extensive protection through multiple layers of security, so cardholders can feel confident and secure when they use their new Visa card.
Visa does not set or service merchant accounts, but if you would like to accept Visa at your business, please contact a Visa acquirer.
Be aware of any email message that requests personal data—such as passwords, PINs or your National Insurance Number—or sends you to a website that asks for such information. These messages may involve the illegal practice of “spoofing”, or forging an email address to resemble another, legitimate address and business. Remember to never send personal information via an email. If you have received an email that spoofs Visa, please notify Visa of the specifics of the illegal email.
It's important for consumers to know that Visa will not call or email cardholders to request their personal account information. Visa call centres do not initiate outbound telemarketing calls. Consumers should not respond to any emails or phone calls with requests for any personal card information and are advised to immediately report the situation to local law enforcement as well as the financial institution that issued their card. Cardholders should also know that Visa's zero liability fraud policy ensures that they are not held responsible for any unauthorised purchases.
Visa’s Zero Liability policy does not apply to certain commercial card and anonymous prepaid card transactions or transactions not processed by Visa. Cardholders must use care in protecting their card and notify their issuing financial institution immediately of any unauthorised use. Contact your issuer for more detail.
If you have knowledge about a security incident involving Visa or believe you have discovered a vulnerability in a Visa product, please complete the following form.
Account holds + account alerts
When you pay at the pump, some card issuers place a "hold" on their cardholders' funds in anticipation of the final transaction amount, to help ensure their cardholders' accounts do not become overdrawn. Gas merchants do not place account holds. If you have questions about a hold on your account related to a fuel purchase transaction, please contact your card issuer.
Petrol merchants account holds and account alerts: Account deductions may not be applied immediately when the final amount isn't known. Visa has established these processes to protect Visa Debit card issuers, merchants and cardholders. This occurs most often when meeting consumer demand for payment conveniences, such as pay-at-the-pump fuelling.
For example, if you use your Visa Debit card at a restaurant, your card may be authorized before the gratuity is applied. For these types of purchases, Visa Debit card issuers may earmark cardholder funds to cover the estimated cost of the transaction. This process, known as a "hold," safeguards both cardholders and merchants. It ensures cardholders don't spend more money than they have and merchants are paid for the transaction. While most transactions have a hold of less than 24 hours, Visa protects cardholders by requiring issuers or financial institutions to remove all holds within 72 hours.
Q: When will an authorisation hold on my card be removed? A: While most transactions have a hold of less than 24 hours, Visa protects cardholders by requiring issuers or financial institutions to remove all holds within 72 hours or less.
Q: Sometimes when I get an email or text notification account alert why is the amount different from the amount I pumped at the petrol station? A: Some account alert amounts may not reflect the final amount – especially at merchants where the final amount isn't known like restaurants and pay-at-the-pump fuelling. The account alert amount may not be the final transaction amount that will post on your statement.
Q: When I view my bank account online, why is the amount showing different from the amount I pumped at the petrol station?
A: Online statements may not immediately reflect the final transaction amount – especially at merchants where the final amount isn't known at the time of authorisation like restaurants and pay-at-the-pump fuelling. Your online statement should reflect the final amount of the transaction by the next business day.
Cards with holographic magnetic stripes
Visa has recently learned of an industry issue involving an infrequently occurring technical problem at the point of sale related to the use of payment cards with the new holographic magnetic stripe. The scale of the issue is very small in number in both acceptance incidents and impacted cards in market.
Visa has learned that technical problems have occurred when cards with holographic magnetic stripes are used in environments that have high levels of static electricity. In these instances, the static electricity can interfere with the normal card swipe operation and prevent an electronic transaction from taking place.
The problems, however, do impact acceptance and convenience – the cornerstone of Visa’s commitment to cardholders. Visa believes that any issue that impacts acceptance, no matter how rare or isolated, must be addressed.
To address this issue, Visa has recommended to financial institutions with holographic magnetic stripe cards already in market that they replace these cards as soon as is practical.
Recently, Visa introduced a new card design that included a holographic magnetic stripe on the back of the card. The new design incorporates a dove hologram above the signature panel, where doves appear in multiple colours when the card is moved from side to side.
Based on information and reports received, it is clear that the probable cause of these problems is Electrostatic Discharge (ESD) resulting from a combination of factors including:
Low humidity at the point-of-sale, causing higher-than-normal electrostatic voltages
Point-of-sale equipment with a relatively low tolerance for ESD, usually at the magnetic read heads
Use of payment cards with holographic magnetic stripes, which have higher electrostatic conductivity than conventional magnetic stripes
While the scale of the issue is very small, Visa treats any matter that impacts cardholder acceptance and convenience very seriously. Therefore, Visa has recommended to financial institutions with holographic magnetic stripe cards already in market that they replace these cards as soon as is practical.
Visa has recommended to financial institutions with holographic magnetic stripe cards already in market that they replace these cards as soon as is practical. We are working closely with your financial institution to resolve this issue as quickly and make the process as easy as possible for you.
Yes, continue to use your current card until your financial institution contacts you. The number of transactions impacted by this issue is very small. The vast majority of transactions made with holographic magnetic stripe cards are completed without any difficulty.
There is no need for cardholders to do anything at this time. Your financial institution will contact you if your card will be replaced. Otherwise, you can continue to use your current card as you normally would. The vast majority of transactions made with holographic magnetic stripe cards are completed without any difficulty.
The reported problems have only involved point-of-sale terminals. Currently, there are no reports of issues involving ATMs.
No. The acceptance problems related to holographic magnetic stripe cards will not have any impact on your account.
Third-party laboratory testing indicates that cards with holographic magnetic stripe cards pose no safety concerns to cardholders.
Visa brand + marketing
All sponsorship requests must be sent in writing to: Event and Sponsorship Marketing Dept. Visa USA P.O. Box 8999 San Francisco, California, 94128-8999
Thank you very much for your interest in Visa’s advertising, but we are unable to accept unsolicited advertising ideas.
As a service to authorised Visa card issuers and Visa merchants, Visa makes available electronic artwork of the Visa brand mark and links to Visa proprietary websites. Only Visa card issuers and merchants are authorised to use Visa brand marks. If you are working for a Visa card issuer or Visa merchant, please visit our Marketing Centre for Visa logo information and downloads.
Visa is refreshing the famous blue, white and gold Visa logo to give it a new look.
Visa has grown from a credit card company to a payments company that offers a range of payment products and services. The new Visa logo and card design reflect the evolution of Visa.
The current logo began appearing on Visa cards as well as in advertising, marketing and online communications in January 2006. Visa cards and communications with the current Visa Brand Mark will coexist with cards and communications that feature the Visa Flag until 30 June 2011
Questions for your card issuer
Your issuer, or the bank that provided you your Visa card, is able to answer most of your questions regarding paying your bill online, checking your balance, redeeming rewards or disputing a charge.