Македонски - Frequently asked questions

How soon can I receive my card after submitting the application?
Debit and credit cards can be collected within 5 to 7 business days. Should you require a debit card sooner, you may request expedited issuance. For requests submitted by 10:00 a.m., the card can be collected on the same day at the Ploshtad Makedonija Branch in Skopje, or on the next business day at any other branch.

How can I check my card balance?
You can check the status of your credit and debit cards:
• via the mobile banking application/Internet banking; • at UNI Bank ATMs; • at ATMs operated by other banks that offer this service.

How can I obtain information about transactions made with my card?
You can access a detailed record of all transactions made with your cards via the mobile banking application/Internet banking, under the transaction overview for the relevant card.

What is the monthly minimum credit card payment amount and can it be changed?
The minimum monthly payment is the amount that a credit cardholder is required to pay each month on the relevant due date. It consists of a percentage of the utilized revolving credit amount, but not less than MKD 300 where the calculated minimum monthly payment is below MKD 300; 100% (one hundred per cent) of the fees calculated on the basis of transactions made and/or the agreement; 100% (one hundred per cent) of the calculated default and contractual interest; and the relevant instalment where the customer has used funds under the instalment payment program. The minimum payment may range from 3% to 100% of the principal amount, depending on the cardholder’s needs. The minimum payment percentage may be changed by submitting a request at the nearest UNI Bank branch.

What is the monthly minimum credit card payment amount and can it be changed?

The minimum monthly payment is the amount that a credit cardholder is required to pay each month on the relevant due date. It consists of a percentage of the utilized revolving credit amount, but not less than MKD 300 where the calculated minimum monthly payment is below MKD 300; 100% (one hundred per cent) of the fees calculated on the basis of transactions made and/or the agreement; 100% (one hundred per cent) of the calculated default and contractual interest; and the relevant instalment where the customer has used funds under the instalment payment program. The minimum payment may range from 3% to 100% of the principal amount, depending on the cardholder’s needs. The minimum payment percentage may be changed by submitting a request at the nearest UNI Bank branch.

Can I pay more than the minimum amount due on my credit card?
Yes, you may pay an amount greater than the minimum amount due in one of the following ways: • via the mobile banking application/Internet banking; • by signing an early repayment authorization at the nearest UNI Bank branch.

How can I increase my credit card limit?
You must submit a signed Credit Card Limit Increase Application, a Consent Form for the Preparation and Delivery of a Report from the Macedonian Credit Bureau (MKB), and a personal identification document at the nearest UNI Bank branch. Any change to the credit limit is subject to the customer’s creditworthiness and total indebtedness, as determined following a credit assessment.

I lost my card. What should I do?
You must block your card IMMEDIATELY in one of the following ways: • via the mobile banking application/Internet banking; • by calling the Bank’s 24/7 call center at 02 3293 888; • by calling 02 3111 111 between 8:00 a.m. and 6:00 p.m., during the Bank’s business hours; or • by visiting the nearest UNI Bank branch.

I have blocked the card (the card is lost / stolen). What should I do to obtain a new card?
Within 30 days of blocking the card, visit any UNI Bank branch to submit a card reissuance application and present a personal identification document. The new card will be available for collection within 5 to 7 business days at the branch where you submitted the application or at another branch, provided that you specified this in the application.

My card has been used fraudulently. What should I do?
You must block your card IMMEDIATELY, following the same procedure as for a lost or stolen card. You may then submit a complaint and a request for a new card. A complaint containing complete and accurate identification details may be submitted in one of the following ways: • at any branch of the Bank; • by email to cards@unibank.com.mk or poplaki@unibank.com.mk, provided that the complainant’s email address is registered in the Bank’s database; • by post to the Bank’s address; • by calling 02 3111 111 between 8:00 a.m. and 6:00 p.m., during the Bank’s business hours. Further information on submitting complaints is available at the following link: https://www.unibank.mk/mk-MK/pofalbi-poplaki-sugestii.nspx

My card has been used fraudulently. What should I do?

You must block your card IMMEDIATELY, following the same procedure as for a lost or stolen card. You may then submit a complaint and a request for a new card.
A complaint containing complete and accurate identification details may be submitted in one of the following ways:
• at any branch of the Bank;
• by email to cards@unibank.com.mk or poplaki@unibank.com.mk, provided that the complainant’s email address is registered in the Bank’s database;
• by post to the Bank’s address;
• by calling 02 3111 111 between 8:00 a.m. and 6:00 p.m., during the Bank’s business hours.
Further information on submitting complaints is available at the following link:
https://www.unibank.mk/mk-MK/pofalbi-poplaki-sugestii.nspx

How can I protect my card against fraudulent use?
To protect yourself against potential card fraud, carefully read the card security recommendations and follow the advice on the safe use of cards available at the following link: https://www.unibank.mk/sigurnost-na-karticki.nspx

I entered an incorrect PIN three or more times. How can I unblock my card?
You can unblock your card in one of the following ways: • by calling the 24/7 call centre at 02 3293 888; • by calling 02 3111 111 on any business day between 8:00 a.m. and 6:00 p.m.; • at any UNI Bank branch, upon presentation of a personal identification document. Should you be unsure of your PIN, submit a PIN reissuance application at the nearest UNI Bank branch.

I have forgotten my card PIN. How can I obtain a new PIN?
If you have forgotten your PIN, you must submit a PIN reissuance application at any UNI Bank branch and present a personal identification document. You can collect the reissued PIN within 5 business days from the branch where you submitted the application.

Can I change my card PIN?
You can change your PIN at UNI Bank ATMs or at an ATM operated by another bank that offers this service. Your new PIN may be any four-digit combination of your choice. When choosing your PIN, we recommend avoiding personal information. Do not use dates of birth, years, telephone numbers or personal identification numbers that can easily be discovered. You should also avoid simple number sequences, such as 1234 or 0000, and repeated digits, such as 1111.

Can I change my card PIN?

You can change your PIN at UNI Bank ATMs or at an ATM operated by another bank that offers this service. Your new PIN may be any four-digit combination of your choice.
When choosing your PIN, we recommend avoiding personal information. Do not use dates of birth, years, telephone numbers or personal identification numbers that can easily be discovered. You should also avoid simple number sequences, such as 1234 or 0000, and repeated digits, such as 1111.

Which card can I use for online payments?
All debit and credit cards issued by UNI Bank can be used for online payments on websites where the relevant card brand is accepted and its corresponding logo is displayed.

What information is required when making an online payment?
To make an online payment, you must enter the card number, the card’s expiry date and the CVV2/CVC code, depending on the card brand. CVV2 is used for Visa cards, while CVC is used for Mastercard cards. This code can be found on the back of the card. Strong customer authentication has been introduced to provide additional payment security. With strong customer authentication, the payment is confirmed using biometric authentication or a PIN, depending on the access method selected in the mobile application. The cardholder receives a notification in the My Unibank application containing the payment details and must confirm the payment using biometric authentication or a PIN. As an exception, online card payments may be authenticated using a QR code, which the user needs to scan through the My Unibank mobile application, then enter their PIN and the digits received after scanning the QR code. A brief guide to completing an online transaction using strong customer authentication is available at the following link: https://www.unibank.mk/news/cekori-za-nov-nacin-na-avtentikacija-na-onlajn-plakana.nspx Further information on strong customer authentication is available at the following link: https://www.unibank.mk/mk-MK/3d-secure-zashtita-pri-plakjanje-na-internet Strong customer authentication applies to online payments made only to merchants participating in the Mastercard Identity Check and Visa Secure programs, except for transactions that the Bank assesses or determines, using the latest methods and technologies, to present a low risk of fraud. Merchants that comply with the standards of the Mastercard Identity Check and Visa Secure programs can be identified by the relevant logos displayed on the website.

What information is required when making an online payment?

To make an online payment, you must enter the card number, the card’s expiry date and the CVV2/CVC code, depending on the card brand. CVV2 is used for Visa cards, while CVC is used for Mastercard cards. This code can be found on the back of the card. Strong customer authentication has been introduced to provide additional payment security.
With strong customer authentication, the payment is confirmed using biometric authentication or a PIN, depending on the access method selected in the mobile application. The cardholder receives a notification in the My Unibank application containing the payment details and must confirm the payment using biometric authentication or a PIN. As an exception, online card payments may be authenticated using a QR code, which the user needs to scan through the My Unibank mobile application, then enter their PIN and the digits received after scanning the QR code. A brief guide to completing an online transaction using strong customer authentication is available at the following link:
https://www.unibank.mk/news/cekori-za-nov-nacin-na-avtentikacija-na-onlajn-plakana.nspx

Further information on strong customer authentication is available at the following link: https://www.unibank.mk/mk-MK/3d-secure-zashtita-pri-plakjanje-na-internet

Strong customer authentication applies to online payments made only to merchants participating in the Mastercard Identity Check and Visa Secure programs, except for transactions that the Bank assesses or determines, using the latest methods and technologies, to present a low risk of fraud. Merchants that comply with the standards of the Mastercard Identity Check and Visa Secure programs can be identified by the relevant logos displayed on the website.

Which cards can I use abroad?
All debit and credit cards issued by UNI Bank can be used abroad for purchases and cash withdrawals. Transactions made in a foreign currency are posted in the currency of the account linked to the card.

When does my card expire?
You can use your card until the end of the month indicated as the card’s expiry date, which is printed on the card itself. For example, if 03/31 is printed on the card, this means that the card can be used until the end of March 2031, i.e. until 31 March 2031.

My card expires this month. What should I do to obtain a new card?
Cards are renewed automatically upon expiry, and you do not need to submit an additional request. Provided that you use your card regularly and do not cancel it at least 45 days before its expiry date, it will be renewed during the month in which it expires. You can collect the new card in the second half of the month in which your current card expires. Should you not wish to renew the card and instead wish to cancel it, you must submit a written request to the Bank.

My card expires this month. What should I do to obtain a new card?

Cards are renewed automatically upon expiry, and you do not need to submit an additional request. Provided that you use your card regularly and do not cancel it at least 45 days before its expiry date, it will be renewed during the month in which it expires.
You can collect the new card in the second half of the month in which your current card expires. Should you not wish to renew the card and instead wish to cancel it, you must submit a written request to the Bank.

Can I collect my reissued card with a new expiry date from a branch other than the branch where I applied for my original card?
A card reissued due to expiry is sent to the branch where the original card was issued. A fee is calculated and charged, in accordance with UNI Bank’s Tariff for Credit and Debit Cards, for redirecting a card to a branch other than the branch where it was issued. No fee will be charged provided that you notify the Bank in writing, at least 45 days before your cards expire, that you wish the reissued cards to be delivered to another branch. In all other cases, once the cards have already been delivered to the relevant branch, the fees set out in UNI Bank’s Tariff will apply.

Can I collect my reissued card with a new expiry date from a branch other than the branch where I applied for my original card?

A card reissued due to expiry is sent to the branch where the original card was issued. A fee is calculated and charged, in accordance with UNI Bank’s Tariff for Credit and Debit Cards, for redirecting a card to a branch other than the branch where it was issued. No fee will be charged provided that you notify the Bank in writing, at least 45 days before your cards expire, that you wish the reissued cards to be delivered to another branch. In all other cases, once the cards have already been delivered to the relevant branch, the fees set out in UNI Bank’s Tariff will apply.

How can I change my card’s daily limit?
You can change the daily limits on your card: • via the mobile banking application/Internet banking; or • at the nearest UNI Bank branch

As I am currently outside the Republic of North Macedonia, can another person collect my cards?
Cards may be collected only in person upon presentation of a personal identification document, or by a person holding a notarized power of attorney to collect the cards on your behalf.

I left my card in an ATM. What should I do?
If you fail to remove your card within 30 seconds after completing a transaction at an ATM, the ATM will retract and retain it. You can find out whether your card has been retained by an ATM by calling the 24/7 call center at 02 3293 888. If the call centre staff inform you that your card has not been retained by the ATM, we recommend blocking it immediately to prevent unauthorized use.

Where can I collect a card that has been retained by an ATM?
To find out where you can collect your card after it has been retained by an ATM, call 02 3111 111 between 8:00 a.m. and 6:00 p.m. The collection branch will depend on the location of the ATM.

What is the maximum amount I can withdraw from an ATM in a single transaction?
An ATM can dispense a maximum of 40 banknotes in a single transaction. Depending on the number and denominations of banknotes available in the ATM at the time, it may dispense up to MKD 80,000 in a single transaction.

Can I deposit cash at UNI Bank ATMs?
You can deposit cash at UNI Bank ATMs marked with a Cash In sticker. Further information about this service is available at the following link: Macedonian – Cash Deposit at an ATM.

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