When you get your card from the Bank

• Immediately sign the card on its back.
• PIN is short for personal identification number (Personal Identification Number). No one needs to know your PIN, not even your financial institution.
• Remember your PIN - never write it down.
• If you are changing your PIN, do not enter one that can be easily guessed (eg date of birth).
• Do not disclose your PIN to anyone and do not keep your PIN with the card. So everyone has direct access to your account.

When you make transactions

• While entering your PIN, always use your other hand to cover the digits.
• Keep receipts from transactions at points of sale and cash withdrawn from ATMs so they can be used for checking with the daily and monthly reports you receive from the Bank.
• Check the transaction amounts to ensure that the amount you approve by entering the PIN code, Contactless or your signature is correct.
• Make sure that the point of sale has returned the card and your copy of the transaction confirmation.
• If your card issued by Silk Road Bank AD Skopje is lost or stolen, please report the incident as soon as possible on tel. 02 3203 555, 24 hours a day.

How you should be careful when using an ATM

• Make sure that no one is standing too close to you while you are in front of the ATM.
• Never accept help from an unknown person while doing an ATM transaction.
• Cover your hand while entering the PIN code to ensure that no one sees the numbers you are entering.
• Make sure you haven't left your card or money in the ATM before you leave.
• In the event that the ATM takes your card, please report the incident as soon as possible on tel. 02 3203 555, 24 hours a day.

When shopping online

• Buy only from websites of verified companies that you trust.
• Make sure that the Internet pages on which you are entering the data from your card is safe- look for key icon in the lower right corner of the screen and see if the address begins with https:// mark.
• If you receive a notification for additional authentication with a one-time code from the 3DES Secure security system, it will be sent to you in an SMS message to the phone number you registered with the Bank. After you receive this verification code, a mandatory check of the SMS message is required, that is, an inspection of the merchant to whom you are making the payment, as well as the amount you are paying. If the merchant and the amount from the message match your payment, you enter the code in the window that will open on the website in order to make the payment.
• Never enter the PIN code - it is never required to place an order when shopping online.
• When placing an order online, the seller usually asks for the following data: name and surname, address, card number, CVC validation code or 3 digit value (located on the back of the card) and the card's validity period.
• Keep a record of the internet sites you buy from. After choosing a product/service, during the payment itself, be careful that the website does not redirect you to another website that does not have the https:// mark. In this case, cancel the payment / do not enter the necessary data for making the payment.
• Keep the e-mail from the customer with all the details of the order - keep the message and print a copy of it. This will help you when verifying the transaction on the statement and is also useful in case of a complaint.
• Do not use a public computer. If you still buy through a public computer, when you log off from the computer, do not save your data on it.
• Never send your card information if you have not initiated the order.

Frequently asked questions

What is the difference between American Express and Visa cards?
Silk Road Bank issues several types of cards from American Express and Visa programs. Check the information on all types of cards for individuals issued by the Bank and choose the one that best suits your needs and preferences.

What is the difference between a debit card and a credit card?
The debit card is connected to a payment account in denars at the Bank and allows access to funds from the same and to own funds in the account increased by the amount of the approved overdraft. The credit card allows access to a credit limit approved by the Bank's funds.

How to get a credit card from Silk Road Bank?
Check the information on all types of credit cards issued by the Bank and choose the one that best suits your needs. Online application for the credit card is enabled on the Bank's website (Silk Road Bank will contact you if the request is approved).

How long does it take to issue a card?
The cards are issued within a few days from the day of submission of the request. If you need the card for a shorter period of time, you can request the immediate issuance of a card within 24 hours (applies to the Visa brand).

Can I make purchases online with Silk Road Bank cards?
Yes, all credit cards issued by Silk Road Bank can be used for online payment.

Is a commission charged when withdrawing money from an ATM / counter with a card and when shopping in a store?
No commission is charged for cash withdrawals with retail debit cards from Silk Road Bank ATMs. The bank charges a fee only for withdrawing cash with a card at foreign ATMs in the country and abroad. Additionally, American Express Bank brand debit cards do not charge a commission for withdrawals from NLB Bank ATMs. POS transactions are commission-free.

Can the daily limit of a card be changed?
Yes, the bank offers the possibility to change the daily limit of the cards according to the needs of the customers. Customers have the opportunity to change the daily limit of all transactions or to set a separate limit for ATM withdrawals and a separate limit for purchases in trade.

Can one card be used by more than one person (for example, members of my family)?
The card is used exclusively by the person whose name is on the card. If you want your loved ones to have access to the funds from the debit and/or credit card account, request the issuance of additional cards for them.

I forgot the PIN code of the card. What do I need to do to get the PIN code?
If you have forgotten your PIN code, you will need to personally submit a request for reprinting a new PIN code in one of the Bank's branches.

What should I do in case I lose my card?
If your card is lost or stolen, you must immediately report it to the Card Service at tel. 02 3203 555 which is open for phone calls 24 hours a day, seven days a week, all year round. The employee at the Center will immediately block the card, which will prevent possible misuse, and will give you further instructions on how to get a new card.