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What to do in case of card and account-related fraud

If you suspect you have been the victim of fraud, if you notice suspicious transactions on your account, or if someone has gained access to your card or account, follow these steps:

  1. Take mitigating measures (blocking the card or eBanking/MobileBank)
  2. Identify the unauthorised transactions.
  3. Gather all relevant supporting documentation
  4. How to initiate a dispute
  5. Wait for our response. We will investigate the case and keep you updated during the investigation. Our handling time will depend on each case.

For further details see below.

Your security is our top priority

We are here to assist you every step of the way. If you have any doubts about what to do, please don’t hesitate to call us on 0200 2585 (24h, local/mobile network charge). Our lines are open 24 hours a day.

 

  • Take mitigating measures

    If you suspect fraud or unauthorised use of your card or account, follow the steps below:

    • Block your card as soon as possible via Danske Mobile Bank, Danske eBanking or by calling us.

    Block your card via Danske Mobile Bank

    1. Log on to Danske Mobile Banking.
    2. Select “Card” in the top right corner.
    3. Tap the card you want to block.
    4. Slide the toggle button for ‘Blocking of card’ to the right to activate the blocking of your card.
    5. Read the message about card blocking and tap Block card.
    6. Your card is now blocked and the card is listed as blocked on your card overview.

    Block your card via Danske eBanking

    1. Log on to Danske eBanking.
    2. Select “Card overview” under Cards and currency.
    3. Click the function arrow next to the card and select 'Block card'.
    4. Fill in the field and click ‘OK’.
    5. We will then ask you to approve.
    6. The card is now blocked.

    You can also block your card by calling our Customer Support at 0200 2585.

    If someone has gained access to your card, DanskeID, BankID, eSafeID code calculator or your online channels like Danske eBanking and Danske Mobile Banking, contact Customer Support at 0200 2585 to secure your personal information and accounts by blocking further access.

  • Gather all relevant information and report fraudulent activity

    If you notice any unauthorised transactions or have been a victim of any kind of fraud, it's important to gather all relevant details and report the fraudulent activity to Danske Bank and the police, as soon as possible.

    Relevant information includes specific details about the event, such as the date, time, how the fraud took place, and any known details about the fraudster's method of operation, including amounts involved. Customer Support will provide guidance in gathering this information.

    Whether it's related to your card or account, informing us as soon as possible helps us address the issue effectively.

    Consider a police report

    We advise reporting any fraudulent activities to the police, as this allows for a thorough investigation. Danske Bank will assist by providing the necessary information to support the police in their investigation.

  • How to initiate a fraud dispute

    If you have noticed any unauthorised transfers made through some of the available services from Danske Bank, such as: card, eBanking, Mobile Banking or in ATM, you should follow the steps below.

    1. Contact us: Call us as soon as possible at 0200 2585. This line is open 24/7.
    2. Initiate a dispute by providing us with the details of the fraudulent transaction. Once you have been in contact with Customer Service, we will ask you a few questions in eBank. This enables us to take swift action to secure your account and investigate the matter.

    In cases of fraud where the customer did not make the payment themselves, a claim must be made no later than 13 months after the transaction has been debited on your account.

  • Our possibility to apply liability

    We follow the rules in the Payments Service Act regarding responsibility when managing your claim. These rules help determine who is at fault and who should cover any costs or losses.

  • Preventive measures for future

    Here are some tips on how to help prevent fraud and reduce any financial losses if fraud has occurred:
    • Regularly review your account transactions to promptly identify any unauthorised activities. If you don't recognise a business name on your account statement, it could be listed under a different name. Consider searching the name online to see if it appears familiar
    • Always respond swiftly to any signs of fraud to minimize potential financial loss
    • Never share DanskeID, passcodes or similar payments information. Danske Bank, public authorities or a genuine organisation will never contact you to ask for personal information such as PINs and card details, and we will never ask you to download or open apps from unofficial sources.
    • You can find more good advice on how to protect yourself against fraud at Be Safe | Danske Bank.

  • Rikosuhripäivystys

    Have you or someone close to you been affected by fraud? Rikosuhripäivystys’s dedicated volunteers offer guidance and assistance to victims. They provide personal support, advice on accessing psychological help, and information about legal assistance, either via phone or in person. It's important to remember that your reactions are normal, and Rikosuhripäivystys is there to help you cope.

    Read more about Rikosuhripäivystys' services (riku.fi)

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