Frequently asked questions

Where can DinaCard be used?

DinaCard can be used in the territory of the Republic of Serbia, at all ATMs, retail stores and counters that display the DinaCard sign:

There is also a type of DinaCard card that can be used abroad. This card, in addition to retail stores marked with the DinaCard logo in the country, can be used internationally as well, at ATMs and retail stores marked with the labels of acquiring networks Diners Club International, Discover and Pulse:

What is the difference between debit and credit cards?

Debit cards allow the cardholder to pay for goods and services and withdraw cash up amount of funds available in the cardholder’s account, inclusive of the authorized overdraft amount.

Credit cards enable the use of funds whereby the issuer credits the cardholder, subject to signing a contract. More detailed information on different types of payment cards in the DinaCard network is available on our website, page Debit and Credit Cards.

How to become a holder of a DinaCard?

Any natural person above the age of 18 (legal entity, in case of business cards) who has an account opened with one of the DinaCard issuers can be a holder of the DinaCard card.

In certain cases, such as, for instance, prepaid card, minors between 14 and 18 years of age can be cardholders.

In line with their business policy, issuing banks specify the terms and conditions of issuing DinaCard debit and credit cards. It is customary for issuing banks to verify the client’s creditworthiness and credit history (whether clients have previously regularly serviced their obligations) and to set the age limit for credit card issuance. When deciding on the level of credit limit, issuing banks often take into account the monthly income of the potential cardholder, so that the monthly instalment does not exceed a certain percentage of the holder’s monthly income.

How to use the card for ATM withdrawals?

If you want to withdraw cash from an ATM, follow the instructions on the display, as they are simple and easy to follow. After inserting the card, first enter your PIN (personal identification number) and then follow the instructions – usually one chooses the account from which to withdraw cash and then selects or types in the amount of withdrawal. When typing in PIN, it is recommendable to cover the ATM keyboard with your hand. After money disbursement, wait for the slip, which in case of ATM withdrawals does not need to be signed. You should keep the slip in order to control the statement from the account to which the card is linked.

How to use the card in retail stores?

If in a retail store, the receipt from the merchant is signed after the card transaction at POS terminal. The receipt is not signed if POS terminal users insert their PIN or if no-contact card is used below a certain amount. It is useful to save this slip, too, for purpose of controlling the account statement.

What to do in case of card loss or theft?

If you lose your payment card, or if someone steals it, report it immediately to the card issuing bank and follow the instructions of the issuing bank officer. If the loss occurs on a non-business day or by night, you should contact the customer service which all issuing banks are required to have and which must be available to cardholders 24 hours a day. Telephone number of the issuing bank’s customer service is printed on the back of each DinaCard card. You should write this number down or save it in another manner immediately after receiving the card, in order to be able to report the card loss without delay.

How to repay debt on a revolving credit card?

A large number of credit cards in our country belong to the category of revolving cards. The name of the card actually describes how the card debt is repaid. The revolving model means that a certain (agreed) percentage of the debt is regularly repaid on a monthly level, while the remaining portion is revolved into the next month. Therefore, unlike consumer loans, debt is not paid in equal monthly instalments, but instalments (a certain percentage of debt) are reduced in line with the total debt decrease. On the other hand, such repayment usually lasts longer than in the case of traditional consumer loan. Percentage that is repaid monthly usually ranges between 5% and 30%.

What to do when the card expires?

If you are a regular cardholder, the issuing bank will automatically renew your card and inform you accordingly, before it expires. Issuing banks usually inform the customers about the date of expiry in advance, by SMS, hence giving them the opportunity to cancel the renewal if they do not wish to use it anymore. If the card is not cancelled, it is automatically renewed.

Where to withdraw cash if there are no ATMs of my bank in the vicinity?

If there is no ATM of your card issuing bank nearby, you can withdraw cash at any other issuing bank’s ATM with DinaCard sign. But you must know that most issuing banks charge commission for cash withdrawals on other bank’s ATMs ranging from 1% to 2%, unlike cash withdrawals at card issuing bank’s ATM for which no commission is charged.

Is it possible to give the card as a gift?

There is a special type of cards that can be bought as a gift – these are prepaid gift cards. A prepaid card can be a nice gift for special occasions, such as weddings or birthdays. Prepaid cards entail possession of a certain amount of money on the part of a card holder. They can be bought at a bank or any other payment card issuer. For more details on prepaid cards, see webpage Prepaid cards.

How to pay taxes with DinaCard?

In our market, DinaCard is the only card that can be used for paying taxes directly at the counters of the Treasury Administration branch offices, at no charge. In the same way, at no charge, one can settle other liabilities: annual personal income tax, motor vehicles sales tax, contributions for compulsory social insurance of agricultural workers and tax on personal income made from agriculture and forestry.

Can I use DinaCard for online payments?

Yes, all holders of the national DinaCard can use their card for online payments as well, through webshops of domestic retailers that have the national payment card listed as a payment option, which you will recognise by the DinaCard system logo:

How can I use my card safely for online payments?

To use your card safely for online payments, make sure you follow a few basic rules that apply to this type of payment:

  • always check that the web page with the form for entering card data begins with “https”;
  • during the payment procedure, carefully read all notifications and messages that may appear on your screen and never dismiss them or close them without reading;
  • you will never be required to enter your PIN number when making online payments; therefore, even if you are asked to enter it, do not do that because this is most likely an attempt of abuse;
  • never photocopy your card or make any copies of it and never send data on the card used for online payments to anyone by email (or in another written form), e.g. your name and surname, card number, validity date and the three-digit code on the back of the card.

Some issuers offer their consumers an additional layer of protection for online payments, namely, they perform an additional authentication (verification of identity) of the card holder for each purchase.

What are special Co-branded DinaCard programmes?

Special Co-branded DinaCard programmes are card issuing programmes which provide certain benefits for users when paying in certain retail stores, in the form of rewards, reimbursement of a part of money, more favourable payment conditions and alike. More detailed information on special Co-branded Card programmes can be found at Co-branded Cards.

What is PostCard – only check card or payment card as well?

PostCard of Poštanska štedionica is at the same time DinaCard payment card. It can be used for payments at all points of sale in the country displaying DinaCard sign, and withdraw cash at all ATMs with the DinaCard sign.

What if ATM keeps the card?

In certain, more rare cases, it is possible for an ATM to keep your card when you are withdrawing money. This, for example, may occur if you type in the incorrect PIN three times in a row, because ATM is programmed, for security reasons, in cases of card theft, to prevent unauthorised withdrawals, or if you do not take the card after withdrawal within the set deadline (usually 30 seconds).

If ATM is located in a branch or outlet of a commercial bank, it is best to address bank staff directly with a request to return your card. If that is not possible (e.g. outside working hours), or if ATM is not located within the bank’s premises, it is necessary to contact your card issuing bank and report the case. There is a procedure for returning the cards to owners.

What to do in case of account double charging?

If your account happens to be double charged for one purchase or cash withdrawal, you need to contact your card issuing bank and file a complaint. Upon completion of the complaint procedure, the appropriate amount will be returned to your account.

Is there a daily limit for card payment or ATM cash withdrawal?

Card issuers most often define their daily limits or transaction limits for cash withdrawals at ATMs, and in extreme (rare) cases a limit can also be set for payment card transaction. It is therefore recommendable to inquire about the above limits when taking the card from your issuer.

I am in a foreign country and wish to use my card – what do I need to know?

If you wish to pay in a retail store, before you do, you need to check whether they accept the type of card in your possession. Even though this can be found out only by looking at the card signs in a retail store, it is also advisable to check it with the merchant. Bearing in mind the amount of fee charged for payment card use abroad, it is more favourable to use the card in a store directly than to withdraw money at ATM. Debit card can often be used for payments at no charge, and if there a fee, it is significantly lower than the fee charged for ATM cash withdrawals.

The amount of fee for using ATMs abroad differs depending on the type of card, the withdrawal amount and the issuer. If it is not possible to pay in a retail store directly and you have to withdraw money from an ATM, use the debit card, as the fees charged are usually lower than in the case of credit cards.

Some banks abroad do not charge fees for debit card cash withdrawals if they have such a contract with your parent bank in Serbia. A frequent misconception is that banks abroad will not charge the ATM cash withdrawal fee if they belong to the same banking group as the Serbian card issuing bank. All commercial banks in Serbia are legal entities on their own, so the fee will not be charged only if the two banks regulated the issue in a mutual agreement, which you can check with your bank before you travel abroad.

For further details on using payment cards abroad, see the website Your Money.

What if I am buying in a foreign currency – what exchange rate is applied?

If you card charges the dinar account, you must bear in mind the currency conversion costs, the amount of which depends on the type of currency and the issuer. Before the travel you should inquire of your issuer about the exchange rate for conversion to dinars. For further details on currency conversion costs when using payment card abroad, see the website Your Money.

Can a merchant charge a fee for card payment?

In line with the Law on Payment Services, a merchant as a payment recipient cannot request a special fee for payment card use.

How does the flow of card transaction look like – who participates in my payment?

In majority card systems there are four main transaction participants – buyer (card holder), merchant (payment recipient), card issuer (a bank or another payment service provider) and acquirer (also a bank or another payment service provider). Most often, between the issuer and acquirer there is a card payment network, i.e. central point connecting all payment participants.

While the use of a payment card is simple, a series of complex activities are performed in the background to enable payment. When a payment card is used, with the mediation of an issuer, acquiring bank and card payment network, funds are transferred from a card holder to the point of sale. Different operations are carried out on that occasion, from POS connecting to card issuer, through processor, transfer of data about the card and performed transaction, verification of the card validity and availability of funds on the account, approving or declining the card, to communication of acquiring bank and issuing bank aimed at funds collection.

Graphically, this is a typical card transaction flow:

What do I need to know if I wish to become a debit or credit card holder?

If you wish to take a debit or credit card, it is necessary to learn the details of conditions for payment card issuance from the issuer.

Debit DinaCard is most often issued at no charge, as a part of the customer service package, or with a small fee (for example, when issuing an additional card). Debit DinaCard card is used for goods and services payment at no charge. The following is a customary practice for ATM cash withdrawals:

  • Account holders can use their bank's ATMs at no charge, as a rule;
  • Accessing funds through an ATM of another issuer incurs a fee. The fee is defined by the issuing bank in line with its business policy, the amount usually ranging from 1% to 2%.

When taking a credit DinaCard, it is important to pay attention to the following:

  • Card issuance fee. It is a one-off fee, paid upon card issuance;
  • Annual card holding fee. The fee can be calculated annually or the issuing banks can split it into equal monthly instalments;
  • Credit card interest rate, and if the credit has been approved with a clause (foreign exchange clause, retail price increase clause and alike). It is important to stress that the credit card interest rate is only charged on your balance and not on the entire credit limit;
  • Cash withdrawal fee. In the case of credit cards, unlike debit cards, cash withdrawal fee is commonly charged both when using the issuing bank’s own ATMs and window tellers, and another issuing bank’s ATMs and window tellers;
  • Collateral required for credit card. Bill of exchange signed by the card holder, deposit or wage garnishment are mainly used as a collateral.

In case of both debit and credit cards one should be informed about other fees charged by issuers, like:

  • Fee charged for issuing a new card after the old one has been lost/stolen/permanently blocked and alike,
  • Fee charged for assigning a new PIN, if the old one has been lost or forgotten,
  • Fee charged in the case that the card has been kept by an ATM for some reason,
  • Fee charged for additional debit and credit cards.

As withdrawing cash at ATMs is an additional convenience, and often a significant time saving, it is useful to be informed about the issuing bank’s ATM network, i.e. locations, as well as daily limits for ATM withdrawals per card. For security reasons, it is customary for issuers to have certain limits for ATMs cash withdrawals, but also per each card.

What is the difference between a national DinaCard and other payment cards in our market?

Owing to the success of the national payment card in the domestic market – DinaCard, just like in big European and global economies, there is a higher level of competitiveness in the market, grey economy is curbed, and non-cash payments are made more available to the citizens and corporates.

Owing to DinaCard, charging the lowest interchange fees, total costs of card transactions in the market have been reduced. The amount of interchange fees, determining to a large extent the merchants’ payment card-related costs are significantly lower in the DinaCard network than in other networks, enabling banks and other payment service providers to offer the most advantageous acceptance conditions to merchants. Furthermore, DinaCard fees and commissions are the most favourable of all card networks in the domestic market, for all participants.

DinaCard also has other advantages, typical of national card networks. Since this is a domestic network, rules of operation of national payment cards are efficiently adjusted to the local market needs, and so the introduction of new products and services for card issuing banks is much more simple, faster and cheaper. In our market only DinaCard can be used for paying taxes directly at the counter in Treasury administration branches, at no charge. Other liabilities can also be settled in the same way, at no charge: annual personal income tax, motor vehicles sales tax, contributions for mandatory social insurance for agricultural workers and tax on personal income from agriculture and forestry.

In line with the network rules, the main national payment card is issued at no charge, linked to the current account. This practice has a positive effect, and is also used by other card networks, whereby DinaCard contributes directly to the lowering of bank service costs for citizens.

In addition to being a national card and primarily intended for domestic operations, DinaCard, depending on the issuer, can also be used abroad at acquiring networks Discover, Diners Club International and Pulse.

Project to enable settlement of liabilities towards the state using DinaCard via the website eGovernment is underway. This will significantly simplify and speed up numerous administrative procedures for citizens and corporates.