FAQs list for Cards

There are some possible reasons that customers may encounter issues with the new card but cannot use as follows:
1. The card is not activated. In this case, customers can activate the card by sending an SMS through the SMS channel, using VCB Digibank on the web browser or mobile application. Alternatively, they can contact the card issuing branch/Customer Service Center (phone number 1900 54 54 13) to check and get assistance.

2. The card has not been enabled for internet spending. In this case, customers should actively enable internet spending by using VCB Digibank on the web browser or mobile application. Alternatively, they can contact the card issuing branch/Customer Service Center (phone number 1900 54 54 13) to check and get assistance.

a. At the ATM management branch/VCBC:

Within thirty (30) days from the date the card is retained:
- The customer will receive an automatic message from the system regarding the retrieval of the card at the ATM management branch/VCBC.
- The customer contacts the ATM management branch/VCBC to verify their information, identity, and receive the unlocked card.
- In case immediate retrieval of the retained card at the ATM is possible, the customer contacts the ATM/VCBC management branch to identify themselves as per the current regulations and retrieve the card.

b. At card issuing branch:

In case of VCB card being retained at a VCB’s ATM:
- Within thirty (30) days from the date the card is retained:
- The cardholder contacts the ATM management branch/VCBC to retrieve the card.
- The cardholder contacts the nearest card issuing branch to identify themselves and retrieve the card.

In case of VCB card being retained at another bank's ATM:
- Within ten (10) working days from the date of retention and upon the customer's request to retrieve the card at a VCB branch or acquiring bank:
- If acquiring bank allows direct card retrieval at the issuing bank, the customer brings their ID/IC/Passport along with the Cardholder Confirmation (provided by card issuing branch) to receive the card at the acquiring bank.
- If the customer wishes to receive the card at any VCB branch, they contact the branch to identify themselves and retrieve the card.
- If the customer requests a new card issuance or if the card retrieval at the acquiring bank cannot meet the customer's needs, the customer cancels the old card and contacts the card issuing branch to issue a replacement card.

2. Cardholders from other banks:

a. At the ATM management branch/VCBC:

Within thirty (30) working days from the date the card is retained at the VCB ATM, the customer contacts the branch/VCBC to verify information, cross-check data, and retrieve the card.

b. At VCB branches:

Within ten (10) working days from the date the card is retained at the VCB ATM, the customer brings their ID/IC/Passport and the Cardholder Confirmation provided by the card-issuing bank's customer service center to retrieve the card at the ATM management branch/VCBC of VCB.
Beyond the mentioned time frame, the customer contacts the card-issuing bank's customer service center for the issuance of a replacement card

Customers can proactively or be assisted to unlock their cards through the following channels:

1. VCB Digibank on the mobile application.

2. VCB Digibank on the web browser.

3. At Vietcombank's transaction offices.

There are several ways to report the card being locked via VCB:
Option 1: Send an SMS to the number 6167 with the following syntax:
- To lock all cards at Vietcombank: VCB KT TOANBO
- To lock all VISA cards at Vietcombank: VCB KT VISA
- To lock all Mastercard cards at Vietcombank: VCB KT MASTER
- To lock all AMEX cards at Vietcombank: VCB KT AMEX
- To lock all JCB cards at Vietcombank: VCB KT JCB
- To lock all UnionPay cards at Vietcombank: VCB KT UNIONPAY
- To lock all domestic cards at Vietcombank: VCB KT NOIDIA
*Note: In case you forget the specific syntax, please send an SMS with "VCB HELP" to 6167 for guidance.*

Option 2: Access to VCB Digibank application, go to "Card Services," then "Other Card Services," and select "Lock Card."

Option 3: Log in to VCB Digibank on the web browser, go to "Card Services," then "Other Card Services," and choose "Temporary Card Lock."

Option 4: Call the hotline 1900 54 54 13, press 1 >> 1 >> 1 >> 1, and follow the instructions to lock your card.

Option 5: Call the hotline 1900 54 54 13, connect with a customer service representative to request to lock your card.

Option 6: Visit any Vietcombank transaction officie/branch to request the card lock in person.

Customers can easily check their remaining credit limit using the following methods:

Method 1: Send a message with the content "HM" to the number 6167 (Note: Customers need to register for SMS Banking with Vietcombank).
Method 2: Review the most recent message (SMS/OTT) from Vietcombank when making a card payment. The message will contain information about the payment amount and the remaining credit limit of the card.

To guarantee your security when making card transactions at ATMs, the State Bank of Vietnam’s regulations strictly supervise cash withdrawal at night. From 7:00PM to 7:00Am daily, customer can only withdraw cash at maiximum of 2 transactions at other banks’ ATMs. However, you can make unlimited cash withdrawals from VCB ATMs

You can transfer money from the foreign currency account at ATMs, VCB-iB@nking service, or set up an automatic debit to pay the balance on your credit card account as usual.

Vietcombank has specific regulations for transactions on ATMs, including cash withdrawal limits, transfer limits, and interbank transfer limits, which vary depending on the type of card. Here are the details:

1. For Vietcombank Connect 24 domestic debit cards: ATM transaction limits are specified here.

2. For Visa Platinum international debit cards: The limits are specified here.

3. For other international debit cards: The limits are specified here.

4. For international credit cards: The cash withdrawal limit is 100% of the credit limit granted and a maximum of 10 million VND per transaction. For cash withdrawals abroad, the maximum daily limit is 30 million VND.

On the due date, you have the option to pay only the minimum amount (as indicated on the statement). However, to avoid incurring interest on the remaining unpaid balance, the bank still encourages customers to pay the full amount due on the statement.

The automatic debit service is provided for customers who already have a payment account with Vietcombank. You can choose to pay the minimum or the entire outstanding balance shown on the monthly statement.

Just make sure you have enough or more than the required amount for payment on the due date.