arrow-circle-down arrow-circle-left arrow-circle-up arrow-down arrow-left arrow-line-right arrow-right arrow-up ballon close facebook filter glass lock menu phone play point q question search target twitter
We use our own and third-party cookies to improve our services. By browsing this website, you accept the use of our cookies. More information

These are the most common queries or doubts.

Do you have a question?

We want to provide you the best customer service and solve all your queries; therefore, we have gathered all the frequently asked questions made by our customers. 

  • Cards
  • Digital Banking
  • Transactions
  • General information

Cards

  • My card has been stolen or I have you lost my card. How do I block it?
  • In the event of theft or loss immediately report the disappearance of your card.

    If you are in Spain, call ServiRed at 902 192 100 (24 hours).

    If you are abroad, contact VISA at +34 917 742 621 or +34 918 385 002 (24 hours). In addition, you can block your cards through the Digital Banking website and app, and through your branch.

    If you need further information, go to www.servired.es (section "emergencies") or www.visaeurope.es (section "SOS").

  • I have forgotten my card's PIN.
  • If you don't remember or have lost your PIN, you must contact your branch by phone or request it personally.

  • How do I activate my card?
  • You can activate your card through Digital Banking, which is in the VISA section of the menu, or by completing an operation that requires entering the PIN, such as a purchase in person or a withdrawal at a cashpoint.

    If this card is replacing a previous one, we remind you that once the new one is activated, the former one will automatically no longer work and you must destroy it.

  • What are the cashpoints attached to Arquia?
  • Arquia offers its customers a network of ATMs where they can withdraw amounts over € 80 at no cost. For lower amounts or for provisions in other ATMs, Arquia will pass on to its customers the cost that the entity that owns the ATM transfers for each transaction. 

    List of affiliated cashpoints>

  • Is it safe to pay by card?
  • Cards with a chip make personal details only accessible by their holders. This is guaranteed by entering your PIN each time you make a purchase.

    The PIN, which is personal and non-transferable and must only be held by the holder, unequivocally identifies the card holder. This card ensures the details' portability, security and reliability.

  • Can I purchase online with maximum security?
  • Arquia Banca is adhered to VISA's security e-commerce system “Verified by VISA”.

    This service allows for a secure e-commerce in those online stores including the “Verified by VISA” logo, because when you make a purchase you have to identify yourself with a password only known by you.

    Online Shopping Security Document >

  • My card doesn't work (in cashpoints, stores or online)
  • There are different types of blocking for cards: total blocking, blocking due to remote transactions, blocking due to loss and blocking due to theft.

    To unblock cards, you have to contact your branch or do so through Digital Banking: VISA / Cards Block and select the type of unblocking you want to perform.

  • Which are the operating limits on my cards?
  • Cards have a daily operating limit of €600 for cash withdrawals and €5000 every four days. Regarding payments in stores, the Visa Electron card has no daily limit, but a monthly limit of €600 cannot be exceeded.

    Credit cards will have a customised credit limit for each holder.

  • I would like to increase my credit card's limit.
  • If you wish to request an increase in your credit card's limit you must contact your branch by email, phone or in person.

  • How can I request or change my credit card's PIN?
  • You can change your card's PIN at any Arquia or Bankinter cashpoint (until new agreement). If you wish to request another one contact your branch.

  • How can I postpone my credit card's payment?
  • To modify your credit card's payment method, you have to send a written request to your branch requesting its deferment.

  • I want to cancel an improper charge made to my credit card.
  • If you see a charge that you don't recognise on your card, you must fill in the following questionnaire and send it to your branch so it can proceed with the corresponding claim to Visa.

    Claim form for operations with cards>

Digital Banking

  • I have forgotten my Digital Banking keys.
  • If you have forgotten your keys, contact your branch to generate new ones. Once your identity has been verified, you will be sent an encrypted key to the mobile phone registered on our database.

  • How do I register in Digital Banking?
  • In order to use Arquia's Digital Banking service you must register and have a series of authorised access codes (Tax ID + user code + access PIN) or a digital certificate if you are an individual.

    You can register for the service via our website. Registration is completely automatic if your identity is authenticated by means of verification between the details you provide us and those that we hold.

    You can also download the form, fill it in and send it signed to your branch, which will register you in the service. Once your branch receives the signed contract and conducts the appropriate verifications, it will activate the Service.

  • How can I unblock the access PIN?
  • You can obtain a new access PIN at your Arquia Banca branch or through Digital Banking at Have you forgotten your password? A new PIN will be generated whose first two positions will be displayed on the screen, and the last four digits will be sent to you to the email that you have set in Digital Banking.

    The PIN provided will be provisional and you will have 24 hours to change it. Otherwise, it will be blocked and you will have to request a new one.

  • Which are my operational limits in Digital Banking?
  • In general terms there are no operational limits in Digital Banking; however, each user can set the limits for himself or a third party through Digital Banking: Settings / Customise Arquia / Restriction of operations.

  • I suspect that I have been a victim of fraud.
  • If you suspect that you have been a victim of fraud, you must contact your branch immediately by phone, email, fax or in person.

  • I have an incident in Digital Banking.
  • If you have any incident on Digital Banking, contact your branch by email, telephone or in person.

Transactions

  • How can I return a bill?
  • You can return bills from the Digital Banking menu: Bills / Return bills.

  • I want to generate a file for SEPA direct debits.
  • You can generate a file for bills via Digital Banking: Download area / SEPA / Bills programme. Once the file has been generated, you must send it to your branch by email.

  • I cannot perform wire transfers through Digital Banking.
  • If you have any incident on Digital Banking, contact your branch by email, telephone or in person.

  • How long does it take for a national or international wire transfer to become effective?
  • Ordinary national wire transfers (SEPA) reach their destination on the following business day, provided that these are carried out before 14:00. If they are performed after this time, another business day will be added.

    International wire transfers (non-SEPA) are made through Banco Santander, and the time depends on the correspondents in each part of the world.

  • How can I cancel a wire transfer?
  • You can cancel a wire transfer that you have already performed provided that it is still pending delivery.

    Funds transfers cannot be cancelled as the money is transferred instantly.

    To cancel a wire transfer you can request it at your habitual branch or by accessing the following Digital Banking menu: Transaction log / List of transactions.

  • How can I obtain the supporting document for a wire transfer?
  • If you wish to receive the supporting document of a wire transfer or funds transfer made through Digital Banking, you must enter the email address you want to receive it at when confirming the transaction.

    Subsequently, you will receive an email with an attached file in pdf format including the details of the transaction carried out.

  • How can I request a cheque book?
  • If you wish to receive a cheque book, you can do so by requesting it from your habitual branch or by accessing the following Digital Banking menu: Current accounts / Cheque books. You must select the account that you wish to receive a cheque book for and the delivery method (branch or address).

  • How do I obtain the NRC of a tax?
  • If you would like to obtain the NRC of a tax to subsequently settle it at the Spanish Tax Agency (AEAT), request it from your branch or by accessing the following Digital Banking menu: Taxes / Valid NRCs. The validity of an NRC is of 24 hours.

  • How can I cancel the NRC of a tax?
  • To cancel an NRC you must fill in the following form and send it to your branch. After the appropriate verification and, provided that the Spanish Tax Agency admits it, it will proceeded to its cancellation.

    Tax cancellation request form>

General information

  • How can I become a customer?
  • If you would like to become a customer of Arquia Banca, you can do so by going to any of our branches or by contacting us by phone, email or though the contact form on our website.

  • What are your branches' opening times?
  • Our branches are open in Winter (October to May) Monday to Thursday from 8.15 to 16.30 and Friday from 8.15 to 14.30 and in Summer (June to September) Monday to Friday from 8.15 to 14.30.

  • How can I solve an incident or submit a claim?
  • You can contact us though the contact forms on our website, by calling our branches' telephone number or going in person. If you would like to submit a claim or complaint, you can do so from Customer Services .

    Customer services>

  • Which is Arquia Banca's SWIFT / BIC code?
  • The SWIFT or BIC code is a series of 8 or 11 digits that identifies the beneficiary bank when an international wire transfer is made. Arquia Banca's SWIFT/BIC code is CASDESBBXXX.

  • How can I find out the IBAN code of my account?
  • You can find out the IBAN of a product by requesting it at your habitual branch or by accessing the details of the product found in the Digital Banking menu: My portfolio.

  • How can I obtain an account holder certificate?
  • To obtain an account holder certificate, you must request it from your branch, by email, phone or in person.

  • Where can I check my fiscal information?
  • You can check your fiscal information through Digital Banking at: Mailbox / Fiscal information / Summary fiscal information.

If you can't find what you're looking for, contact us by filling out the form and we will answer you as soon as possible.

Contact form >