Debit Card
Frequently asked questions
How can I activate my card?
Your virtual card is ready to use as soon as it’s created — no activation needed.
When your physical card arrives, you can activate it in the app. Just head to the home screen or the card section to get started.
Can I request a physical card?
Not yet – we currently offer virtual debit cards only. But we’re working on physical cards and hope to launch them soon. Keep an eye on the app for updates.
What is a virtual card?
A virtual card works just like a regular debit card – but it lives in your LHV app, not your wallet. It has its own card number and is linked to your LHV bank account, so any spending comes directly from your available balance.
You can use your virtual card for online shopping, subscriptions, or add it to your mobile wallet to pay in person using your phone or smartwatch.
Note: virtual cards can’t be used for things like crypto exchanges, money transfers or betting services.
What is a digital wallet?
A digital wallet is a secure and convenient payment service that lets you make transactions using your phone, smartwatch, or other compatible devices.
It supports payment solutions like Google Pay, allowing you to simply tap your device on a payment terminal to complete a purchase with no physical card needed.
Can I use Apple Pay with my LHV card?
Not yet – Apple Pay isn’t currently supported, but we’re working on making it available in the future.
We’ll let you know as soon as Apple Pay becomes available, so you can start using your LHV card with your iPhone or Apple Watch.
Using Your Card
How do I change my card usage limits?
You can manage your daily and monthly transaction limits – including cash withdrawals, card payments, instant payments and online purchases – in the card limits section of the LHV app.
To help protect against fraud, we recommend keeping your limits as low as practical. You can also switch specific card features on or off in the app for added security.
What card controls can I manage in the app?
You can manage a range of card settings directly in the app, including:
Setting monthly spending and ATM withdrawal limits
Freezing or unfreezing your card
Blocking specific types of transactions, such as:
Chip & PIN
Contactless
Online
ATM
Magstripe
(Available options may vary depending on whether you're using a physical or virtual card)
Viewing your card PIN and other sensitive card details
How can I freeze my card?
You can freeze your card at any time in the app. Simply go to the Card section, tap on Freeze, and use the slider to toggle the card freeze on or off.
When your card is frozen, all new transactions — including online, in-store, and ATM withdrawals — will be temporarily blocked until you unfreeze it.
How can I order a new card?
You can order a new card in the app either from the main menu or from the Card section.
To order a new card:
Select New card
Choose whether you want a virtual or physical card
Create a PIN for your card
If you’re ordering a physical card, confirm the delivery address
Please note that you can only have one active physical card and one active virtual card at a time.
What should I do if my virtual card is compromised?
If you think your virtual card has been used without your permission, here’s what to do:
Freeze the card in the app right away
Report the issue to our support team so we can investigate
Order a new virtual card through the app if needed (steps coming soon)
Acting quickly helps keep your account safe, and we’re here to help if you need support.
What can I do to ensure my card and account details are safe?
Keeping your account safe is a shared responsibility. Here’s how you can help protect your card and details:
Keep your PIN private – Don’t write it down or share it. Use a number that’s hard to guess.
Shield the keypad when entering your PIN, especially in public.
Freeze your card in the app straight away if it’s lost, stolen or used without your permission.
Never share your full card details, unless you’re making a legitimate purchase. We’ll never ask for your full card number or CVV.
Shop safely online – Use trusted websites with secure (HTTPS) connections and avoid deals that seem too good to be true.
Avoid saving card details on unfamiliar websites.
Set spending limits in-app – lower limits can reduce risk if your card details are compromised.
Check your transactions regularly and report anything unusual.
Use secure connections – Avoid using public Wi-Fi when accessing your banking app. If needed, use a VPN.
Be scam aware – Watch out for phishing messages or fake refund offers. If you’re unsure, always check via the company’s official website.
Paying with Google Pay
How do I set up Google Pay with my LHV card?
You can add your LHV virtual card to Google Pay in just a few steps.
To add your card via the Google Wallet app:
Open the Google Wallet app
Tap ‘Add to Wallet’ then ‘Payment card’
Follow the instructions to add your LHV card
Choose how you'd like to verify the card – either through the LHV app or with a code sent by SMS
To add your card via the LHV app:
Go to the Cards section
Select your virtual card
Tap ‘Add to Google Wallet’ and follow the steps to confirm
Once set up, you're ready to pay with your phone or smartwatch.
Where can I use Google Pay?
You can use Google Pay:
In shops, cafés, and on public transport where contactless payments are accepted
In apps and on websites that support Google Pay at checkout
Abroad, in countries where contactless is available and your device is supported
Just look for the contactless or Google Pay symbol at the till or checkout screen.
Is it safe to pay with Google Pay?
Yes – Google Pay uses built-in security features to protect your card and transaction details.
Your actual card number is never shared with the merchant. Instead, a unique encrypted token is used for each payment, and you'll need to unlock your device to complete the transaction.
Can I use Google Pay abroad?
Yes – you can use Google Pay anywhere contactless payments are accepted, as long as your card is active and your device is supported in that country.Standard exchange rates and fees may apply, depending on your account and where you’re using the card.
What should I do if Google Pay isn’t working?
If a payment doesn’t go through, try the following:
Make sure your device is unlocked and held close to the terminal
Check that your LHV card is active and hasn’t been frozen in the app
Ensure you have an internet connection if you’re adding the card for the first time
Try another payment method or speak with the merchant
If the issue continues, please contact our customer support team and we’ll be happy to help.
Can Google Pay transactions be disputed?
Yes – you can dispute a transaction made using Google Pay if something went wrong with your purchase. This might include:
Being charged twice for the same item
The wrong amount being charged
Not receiving the goods or service you paid for
Receiving items that didn’t match the description
Not getting a refund for returned goods or a cancelled service
If this happens, we recommend contacting the merchant first to try and resolve the issue directly.
Important: What if the transaction was fraudulent?
Google Pay transactions are securely authenticated, so they can’t be disputed on the basis of suspected fraud. If you believe you’ve been a victim of fraud, please contact us immediately and report the incident to the police.
We’ll work with you to secure your account and support you through the next steps.
Online and Secure Payments
Are LHV bank cards part of the secure card payments service?
Yes – all LHV debit cards are protected by the secure card payments service (also known as 3D Secure). This adds an extra layer of security for your online purchases, helping to protect you against card fraud.
If you're shopping at a website that doesn’t support this service, you won’t be asked to complete any additional security steps during checkout.
What is 3D Secure?
3D Secure (3DS) is an added layer of protection when you use your virtual card online. It helps confirm that it’s really you making the purchase.
When 3DS is triggered, you’ll get a mobile notification asking you to approve the payment in the LHV app.
How does 3DS work?
Here’s how 3D Secure works when you shop online:
Enter your virtual card details at checkout
If the transaction needs extra verification, a pop-up will appear asking you to confirm the payment
You’ll receive a notification from the LHV app – open it to approve or reject the payment
If you don’t recognise the transaction, we recommend freezing your card in the app and contacting our support team straight away.
Your payment may still fail if:
You don’t have enough funds
You enter incorrect details (like your billing address)
You lose internet connection during the process
Using 3D Secure helps protect you when shopping online, so you can make payments with confidence.
Why was my online purchase declined?
If your online payment was declined – even after confirming it in the LHV app – it may be due to one of the following reasons:
There were insufficient funds in your current account
Some of the card or billing details entered were incorrect
Your internet connection was lost before the payment could be completed
There was a technical issue on the merchant’s website
You’ve reached your card’s spending limits
Certain card settings (such as online payments) are switched off in the app
We recommend checking the status of the transaction in the LHV app and trying again if needed. If the issue continues, please contact our customer support team and we’ll be happy to help.
Why was my card transaction declined?
There are several reasons why a card transaction might be declined. Here are the most common ones to check:
Card not activated – Make sure your virtual card has been activated in the app.
Card is frozen – Check the card status in-app. You can unfreeze it instantly if needed.
Wrong PIN used – Too many incorrect attempts may block the card. You can view your PIN in-app.
Not enough funds – Your Space may not have enough balance to complete the payment.
Spending limits reached – You may have hit a daily or monthly limit. Check your limits in the app.
Digital wallet issue – If you’re using Google Pay, make sure your phone is close enough to the terminal until you see a confirmation.
Virtual card not accepted – Some merchants (like hotels or car rental companies) may not accept virtual cards.
3D Secure not completed – Some online purchases require extra verification. If this step is skipped, the payment won’t go through.
Merchant issue – Occasionally, the issue is on the retailer’s side – try again or contact them directly.
If none of the above apply and your transaction is still being declined, please reach out to our support team. We’ll be happy to investigate further.
PIN Help
How can I view my PIN?
You can view your card PIN securely in the app by following these steps:
Go to the Card section
Select the View PIN option
For security, you’ll be asked to confirm your LHV app PIN or use biometric authentication before the PIN is displayed.
Remember, we'll never ask for your PIN, so please keep this confidential - even from us
How can I change my PIN?
You can set your PIN and change it later if needed. Here’s how it works:
Setting your PIN
When you order your card in the app, you’ll be asked to create a PIN. For security reasons, certain combinations (like 0000, 1111, or other easily guessed patterns) are not allowed. If the PIN you choose isn’t accepted, simply try a more secure combination.
Changing your PIN
Once you’ve received your physical card, you can change your PIN at any ATM that offers PIN change services. This should work at most ATMs — just insert your card, follow the on-screen instructions, and select the option to change your PIN.
If you have any trouble setting or updating your PIN, feel free to contact our support team for help.
How can I unblock my PIN?
You can unblock your card PIN either at an ATM that supports PIN unblock functionality or directly in the app.
To unblock your PIN in the app:
Go to the Card section
Select the Unblock PIN option
Tap to confirm and unblock the PIN
Once confirmed, your card PIN will be unblocked and ready to use again.
Card Transactions and Authorisations
What are delayed, or offline, transactions?
A delayed (or offline) transaction happens when a payment isn’t processed in real time. This can happen, for example, when you make a purchase on a plane or pay for Transport for London (TfL) fares.
The transaction will appear in your account when the merchant processes the payment, which can take up to seven days.
If you don’t recognise a delayed or offline transaction, please contact our Customer Support team, and we’ll be happy to help.
How does pay at pump work?
When you use Pay at Pump, a pre-authorisation hold of up to £100 is placed on your account. as a pre-authorisation. This is set by the petrol station to check your available balance before you fill up.
Once you’ve finished fuelling, the final amount is confirmed by the merchant. Your balance is then updated, and any unused funds from the hold are released. This can take a few days to show in your app.
If the amount shown doesn’t match what you spent, we recommend contacting the petrol station first, as they process the payment. Keep your receipt, and if the transaction still doesn’t update after a few days, get in touch with our Customer Support team.
How do holding deposit refunds work?
When booking a hotel or renting a car, you may need to pay a deposit.
This deposit is usually refunded after you check out or return the car, but the processing time can vary depending on the merchant.
If the merchant’s stated timeframe has passed and you haven’t received your refund, please contact our Customer Support team—we’ll be happy to help.
How long will my card transaction remain pending?
The time it takes for a card transaction to move from ‘pending’ to ‘settled’ depends on the merchant. Most transactions are completed within 10 days, but in some cases—such as flight bookings or services with variable final amounts—settlement can take up to 31 days.
What is an authorisation hold?
When you make a payment using your LHV virtual card, the merchant may place an authorisation hold. This temporarily reserves the amount in your current account but does not immediately complete the transaction.
For example, if you order a takeaway or buy something online, the amount may appear as pending until the merchant finalises the payment—usually within a few days.
What is a pre-authorisation?
Some merchants place a pre-authorisation hold when the final amount is not known at the time of payment. This is common with bookings or services that may include additional costs.
For instance, a travel provider may hold a higher amount upfront to cover any potential extras. Once the final charge is confirmed, the actual amount is settled, and any unused balance from the hold is released.
Pre-authorisations may remain pending for longer than standard transactions, depending on the merchant’s settlement process.
I’ve been charged for a declined transaction, why?
If a transaction is declined, it may still appear as 'pending' in your account. This happens when a payment authorisation was placed on your LHV card, but the transaction was unsuccessful or cancelled.
Why Does This Happen?
When you attempt a payment, the merchant may request authorisation to reserve the necessary funds. Even if the transaction is declined—due to insufficient funds, a network issue, or a problem on the merchant’s side—the authorisation hold may still show as a pending charge on your account.
When Will the Funds Be Released?
In most cases, the authorisation will expire after 10 days, and the pending transaction will be automatically reversed if the merchant does not collect the funds. However, certain transactions—such as hotel deposits, car rentals, or flight reservations—may take up to 31 days to be fully reversed.
What Should I Do If the Funds Aren’t Released?
If the pending transaction is not reversed after the expected timeframe (10 days for most transactions, up to 31 days for specific cases), please contact our Customer Support team. If possible, keep the original transaction receipt or confirmation from the merchant stating the transaction will not be processed. This will help us investigate and resolve the issue as quickly as possible.
What if I have pending refunds or chargebacks for a virtual card I have cancelled?
If you’ve cancelled your virtual card but are expecting a refund or chargeback, don’t worry – it should still arrive in your account.
If you don’t see the refund after a few working days, get in touch and we’ll help you track it down.
Refunds and Disputes
Why haven’t I received my refund?
Before getting in touch, make sure you’ve allowed the time the merchant said it would take for the refund to reach your account.
If that time has passed, contact the merchant first to confirm the refund has been processed. It’s helpful to ask for the exact date it was issued.
In line with Mastercard guidelines, we can only start looking into it once 30 calendar days have passed since the refund was confirmed by the merchant.
If you still haven’t received the money after that, just message our Customer Support team in the app and we’ll be happy to help.
Can a refund be made to a cancelled or replaced card?
Yes, you’ll still receive your refund on your new card, even if the original transaction was made on your old one.
If the refund hasn’t arrived within the timeframe provided by the merchant, please contact them first to confirm it has been processed.
If you still haven’t received the refund, contact our Customer Support team, and we’ll investigate it for you.
How can I raise a dispute?
Before contacting us, there are a few steps you can take to help the dispute process go as smoothly as possible:
Contact the retailer first – this is usually the quickest way to resolve any issues.
Give the merchant time to respond – before we can raise a dispute on your behalf, you must allow at least 30 days for the merchant to resolve the issue directly.
Gather any relevant documentation, such as proof that you’ve contacted the merchant, receipts, order confirmation, contract (for example, in the case of car rental), order cancellation confirmations (if applicable), and any communications you’ve had with them.
Important to Know
The transaction must have settled before we can dispute it, and at least 30 days must have passed since the transaction date.
A dispute must generally be raised within 120 days of the transaction date.
Dispute investigations can take up to 90 days or longer, but we will provide an update within 30 days of your claim being raised.
If the merchant can’t resolve the issue or does not respond, please contact our Customer Support team, and we’ll investigate it for you.
I’ve been charged by an ATM but didn’t receive the case, what should I do?
If an ATM withdrawal was unsuccessful but the funds were still deducted, please allow the ATM provider 7 days to review the error and issue a refund.
If the funds have not been reversed after 8 days, please contact our Customer Support team for assistance.
How to Report an ATM Issue:
Go to the Home tab in the LHV app and find the transaction in question.
Tap on the transaction, then select ‘Issue with this transaction’ in the Get Help section.
Choose ‘I recognise this transaction, but I have an issue with it’, then follow the on-screen instructions.
Provide all necessary details and supporting evidence to help us resolve the issue as quickly as possible.
Once we have received the required information, a customer support specialist will review your case and contact you within 2 business days.
Card Replacements
How do I block or replace my physical card?
You can block a lost, stolen, or damaged card and order a replacement in the LHV app:
Open the app and go to Cards
Select the card
Tap Report stolen, damaged or lost, then follow the steps
Urgent? No access to the app?
Call us on (+44) 0333 038 7232 – only if you need to block your card immediately and can't access your app.
Once ordered, we’ll send your replacement card by post. Delivery times may vary depending on your location.
Will my subscriptions still work with my new card?
Some subscription services—like streaming platforms or food delivery apps—can update your card details automatically when you receive a replacement card. In these cases, your regular payments may continue without you needing to do anything.
However, not all merchants can do this. If you notice a subscription payment has failed after replacing your card, we recommend logging into that service and updating your payment details manually.
What happens to pending payments if I replace my card?
If a transaction was already authorised before your card was replaced, it may still go through. This depends on the merchant and the timing of when they process the payment.
Any new transactions using your old card details will be declined once the replacement card has been activated.
Can I use my old card while waiting for a new one?
No – once you order a replacement, your old physical card will be deactivated for security reasons. You won’t be able to use it for purchases or cash withdrawals.
However, if your card is linked to Google Pay, you can continue using your mobile device to make payments while you wait for your new card to arrive. Your mobile wallet will still work if the original card hasn’t been removed from the device.
Once your new card arrives, follow the steps in the app to activate it and update your wallet if needed.