Contact Visa

Please contact your Visa payment card issuer for information about your account or card transaction data. This helps ensure that access to the information is only provided to authorised individuals, subject to your issuer’s verification processes.

You can find the address and telephone number of your card issuer on your Visa statement. The telephone number may also appear on the back of the card itself.

To learn more about how Visa uses your personal information, please visit the Visa Privacy Centre.

Your card issuer can help you resolve issues regarding unauthorised transactions. You’ll find their address and/or telephone number on your Visa statement. Their telephone number may also appear on the back of the card itself.

If you would like to learn more about services that Visa offers to add an extra level of protection to your Visa card, explore the Safety + Security Section of the FAQ.

Your payment experience is incredibly important to us. Merchants who display the Visa logo are not permitted to choose whether or not to accept a Visa card for payment if the customer is acting in good faith.

Visa has over 14,000 financial institution clients that issue their own Visa cards and sign up merchants to accept them. These institutions set the terms and conditions for their merchant relationships and, therefore, handle all customer service matters relating to them.

We recommend that you notify your Visa card issuer using the customer support number appearing on your Visa statement or the back of your Visa card. Your Visa card issuer has access to the appropriate Visa rules and regulations, as well as the Notification of Customer Complaint forms to file complaints.

Be aware of any email message that requests personal data – such as passwords, PINs or your national insurance number – or sends you to a website that asks for such information. These messages may involve the illegal practice of “spoofing”, or forging an email address to resemble another, legitimate address and business. Remember to never send personal information via an email. If you have received an email that spoofs Visa, please notify Visa of the specifics of the illegal email.

It is important for consumers to know that Visa will not call or email cardholders to request their personal account information. Visa call centres do not initiate outbound telemarketing calls. Consumers should not respond to any emails or phone calls with requests for any personal card information and are advised to immediately report the situation to local law enforcement, as well as to the financial institution that issued their card. Cardholders should also know that Visa’s zero liability fraud policy ensures that they are not held responsible for any unauthorised purchases.

Visa’s Zero Liability Policy does not apply to certain commercial card and anonymous prepaid card transactions or transactions not processed by Visa. Cardholders must use care in protecting their card and notify their issuing financial institution immediately of any unauthorised use. Contact your issuer for more details.

If you are a customer or vendor experiencing, or being affected by, a security incident that is caused by, or may impact, a Visa product or service, please contact us.

When you pay at the petrol pump, some card issuers place a “hold” on their cardholders’ funds in anticipation of the final transaction amount, to help ensure their cardholders’ accounts do not become overdrawn. Petrol merchants do not place account holds. If you have questions about a hold on your account related to a fuel purchase transaction, please contact your card issuer.

Petrol merchant account holds and account alerts: Account deductions may not be applied immediately when the final amount is not known. Visa has established these processes to protect Visa Debit card issuers, merchants and cardholders. This occurs most often when meeting consumer demand for payment conveniences, such as pay-at-the-pump fuelling.

For example, if you use your Visa Debit card at a restaurant, your card may be authorised before the gratuity is applied. For these types of purchases, Visa Debit card issuers may earmark cardholder funds to cover the estimated cost of the transaction. This process, known as a “hold”, safeguards both cardholders and merchants. It ensures cardholders do not spend more money than they have and merchants are paid for the transaction. While most transactions have a hold of less than 24 hours, Visa protects cardholders by requiring issuers or financial institutions to remove all holds within 72 hours.

While most transactions have a hold of less than 24 hours, Visa protects cardholders by requiring issuers or financial institutions to remove all holds within 72 hours or less.

Some account alert amounts may not reflect the final amount – especially at merchants where the final amount is not known, like restaurants and pay-at-the-pump fuelling. The account alert amount may not be the final transaction amount that will appear on your statement.

Online statements may not immediately reflect the final transaction amount – especially at merchants where the final amount is not known at the time of authorisation, like restaurants and pay-at-the-pump fuelling. Your online statement should reflect the final amount of the transaction by the next business day.

All sponsorship requests must be sent in writing to:
Event and Sponsorship Marketing Dept.
Visa USA
P.O. Box 8999
San Francisco, California, 94128-8999

Thank you very much for your interest in Visa’s advertising, but we are unable to accept unsolicited advertising ideas.

As a service to authorised Visa card issuers and Visa merchants, Visa makes available electronic artwork of the Visa brand mark and links to Visa proprietary websites. Only Visa card issuers and merchants are authorised to use Visa brand marks. If you are working for a Visa card issuer or Visa merchant, please visit our Marketing Centre for Visa logo information and downloads.

Visa does not set or service merchant accounts, but if you would like to accept Visa at your business, please contact a Visa acquirer or learn more about becoming a Visa merchant.