Emergency help

The first step is to block your cards by choosing one of these two options:

• Block the card: From BBVA.es, the BBVA España app or by calling 900 102 801.  
  
• Limit card features: From BBVA.es or the BBVA España app.

If you suspect that someone may have found out your login password, change it immediately to ensure that your account is secure.
Do this even if you only have the slightest suspicion and keep your account secure.

• Go to your "Personal area"
• Using the "BBVA app"
• Calling 900 102 801

When you choose your new password, the previous one will expire right away.

General advice for creating secure passwords.

Check if there are any suspicious transactions in your accounts and cards.

From bbva.es, the BBVA España app, an ATM, or by calling 900 102 801.

Lastly, we recommend that you check your personal details and contact details are correct.

You can verify them using ATMs or at BBVA branches.

If we detect that the security of your card has been compromised, BBVA will block your card to prevent fraudulent transactions. Even if no unusual transactions have occurred, we know that the information is in someone else's hands, so we have blocked the card for your security.
We will automatically issue a new card and send it to the address you have provided. If you need to use your card for an emergency then you can contact your adviser or call Contact BBVA:

• By calling your personal adviser.
• Calling 900 102 801.

BBVA will temporarily deactivate your card if we detect unusual activity and we cannot rule out the possibility that somebody else has your card information.
For your security we have restricted all of your card's features. This means you will be unable to use ATMs or make online or in-store purchases.
Contact your adviser or call Contact BBVA to find out whether it is safe to activate your card again:

• By calling your personal adviser.
• Calling 900 102 801.

At BBVA we restrict your card's transactions when we detect suspicious online activity.
For your security, we restrict your card's transactions by blocking online purchases. You can continue using your card at ATMs and for making purchases at physical locations.

If you did not perform the transaction, the card will be definitively blocked and a new one will be generated, which will be sent to the address you have indicated.

If you did perform the transaction, the same card will be reactivated for you.

Contact your adviser or Contact BBVA to verify if you can securely reactivate your card:

• By calling your personal adviser.
• Calling 900 102 801.

At BBVA, we restrict your card transactions when we detect a suspicious transaction made online or in an establishment using the magnetic strip.

For your security, we restrict card transactions by blocking purchases online and in establishments where payment is made via the magnetic strip. You can continue using the card to make purchases at physical establishments using the chip, and you can also continue using ATMs.

If it turns out that you were not the one who performed the transaction, a definitive block will be put on the card. A new card will then be generated and sent to you at the postal address you have provided.

If you did perform the transaction, your card will be reactivated.

Contact your adviser or Contact BBVA to verify if you can securely reactivate your card:

• By calling your personal adviser.
• Calling 900 102 801.

At BBVA we have detected an access from a geographical location that is not your usual one.
For your security, we will notify you about such situations so that you can determine whether the connection was made by you, or whether your access data may have fallen into the hands of a third party.
If you do not recognize this activity, please change your password immediately in order to keep your account secure.

• From your personal area.
• With the BBVA app.
• Calling 900 102 801

When you choose your new password, the previous one will expire right away.

General advice for creating secure passwords.

Check if there are any suspicious transactions in your accounts and cards.

From bbva.es, the BBVA España app, an ATM, or by calling 900 102 801.

Contact us if you have any questions by calling 900 102 801 or your personal adviser.