Frequently Asked Questions

From May 25, 2025, the Bank will start distribuing Visa debit cards for business entities to the Cardholder's address via Croatian Post, as regular mail. This rule will apply to all active debit cards for business entities, in cases of replacement, regular renewal and when changing the name of the Cardholder. The card PIN remains unchanged in these cases.

In the event of a change in the Cardholder's address, please change the above changes as soon as possible at the nearest Bank branch / at the Sinergo desk, so that the card arrives at the correct address. 
If, as a Cardholder, you do not want the card delivered to your address, then you can also change the card distribution at the Bank branch / at the Sinergo desk.

New card users, to whom a card and PIN are issued, can also contract the PBZ digital banking for business entities service at the time of contracting a debit card for business entities. Under these conditions, the user can choose to have the card distributed to their home address, and the PIN will, in this case, be distributed to PBZ digital banking for business entities, provided that the PBZ digital banking for business entities service has been contracted and activated and that the Cardholder, as the end user of the said service, has fulfilled the conditions for displaying the PIN (authorization for card operations and technical prerequisites for displaying the PIN on a mobile device). Otherwise, the Bank will send the PIN to the Cardholder’s home address, and the card to the chosen Bank branch / Sinergo desk.
 

The Bank will distribute the card and PIN in accordance with the distribution method agreed upon by the Applicant when submitting the Request/Application Form or through a separate request to change the distribution method, whereby the distribution channels for the PIN and the card must be different.
The card may be distributed to the branch or to the Cardholder’s address. The PIN may be distributed to the Cardholder’s address or through the mobile application of PBZ digital banking for business entities.
If distribution to the address is selected, the PIN for that card will not be delivered to the address, but is instead made available via the mobile application of the PBZ digital banking service for business entities, provided that the Applicant has previously contracted and activated the PBZ digital banking service for business entities and that the Cardholder, as an end user of the service, fulfils the requirements for PIN display (authorisation for card-related operations and technical prerequisites for displaying the PIN on the mobile device in accordance with the General Terms and Conditions of Use of PBZ digital banking for business entities).
If the Cardholder ceases to be an end user of the PBZ digital banking service for business entities, lacks appropriate authorisation for card-related operations, or does not meet the technical prerequisites for PIN display on the mobile device as per the General Terms and Conditions of use of PBZ digital banking for business entities, the Bank will change the distribution method to card delivery to the branch as per the Request/Application Form and PIN delivery to the Cardholder’s address. If the requirements for PIN display on the Cardholder’s mobile device are once again met, the Bank will distribute the PIN through the PBZ digital banking service for business entities.

In the event of loss or theft of the card, the Bank will deliver a new card and PIN to the Cardholder according to the agreed distribution method in the Request/Application Form.

In this case of regular card replacement, the PIN remains unchanged, it is the same as on the previous card.

The PIN for the debit card for business entities is available in the PBZ digital banking for business entities mobile application, if the Applicant has previously contracted and activated the PBZ digital banking service for business entities and if the Cardholder, as an end user of the service, fulfils the requirements for PIN display (authorisation for card-related operations and technical prerequisites for displaying the PIN on the mobile device in accordance with the General Terms and Conditions of Use of PBZ digital banking for business entities).

In the event of a change in the Cardholder's address, please make the changes as soon as possible at the nearest Bank branch / at the Sinergo desk, so that the card arrives at the correct address.

In this case, as a Cardholder, please contact the nearest Sinergo desk, in order to check whether the card was issued and to which address it was delivered.
You can also contact us by calling our number 0800 PBZ COM (0800 729 266) or by sending an email to our email address: com@pbz.hr .
 

If distribution to the address is selected, the PIN for that card is not delivered to the address, but is instead made available via the mobile application of the PBZ digital banking service for business entities, provided that the Applicant has previously contracted and activated the PBZ digital banking service for business entities and that the Cardholder, as an end user of the service, fulfils the requirements for PIN display (authorisation for card-related operations and technical prerequisites for displaying the PIN on the mobile device in accordance with the General Terms and Conditions of Use of PBZ digital banking for business entities).

During the validity of the contractual relationship, in cases of card and PIN distribution, the Bank checks whether the above conditions for displaying the PIN on PBZ digital banking for business entities are met.

If the Cardholder ceases to be an end user of the PBZ digital banking service for business entities, lacks appropriate authorisation for card-related operations, or does not meet the technical prerequisites for PIN display on the mobile device as per the General Terms and Conditions of use of PBZ digital banking for business entities, the Bank will change the distribution method to card delivery to the branch as per the Request/Application Form and PIN delivery to the Cardholder’s address. 
 

The cost of issuing a new card and PIN shall be borne by the Applicant.

The cards delivered are inactive and only the Cardholder knows the PIN of their card and can activate it. If you, as the Cardholder, shall feel safer in this situation, we can replace your card and issue a new PIN, or you can request PIN reissue from your relations manager or at the nearest Bank branch / Sinergo desk.

For security reasons, the Cardholder must activate the inactive card upon receipt in order for it to be ready for use. The card may be activated through the following channels: at a Bank branch office, via the PBZ digital banking service for business clients, via the PBZCOM@NET electronic banking service for business entities, at ATMs, or through POS terminals at points of sale. When activating the card via an ATM or by inserting it into a POS terminal at a point of sale, entering the PIN is mandatory. After activation through the ATM or POS terminal, the card may also be used for contactless transactions.

Activation of the card via the mobile application of the PBZ digital banking service for business entities or the electronic banking service for business entities will render the card active and enable it to be used for online purchases; however, for the first POS transaction, the Cardholder must insert the card into the POS terminal and additionally authorise the transaction with the PIN.
 

For existing Cardholders (all contractual relationships concluded before 25.05.2025.), in case of replacement, the Bank shall issue a new inactive card and send it by post to the Cardholder’s address registered with the Bank. 

For all contractual relationships concluded after 25.05.2025., in case of card replacement, the Bank shall issue a new inactive card which will be delivered according to the agreed method of card distribution by the Applicant when submitting the Request/Application Form.

The Cardholder must activate the delivered card in a secure environment before using it for the first time, in accordance with the instructions provided by the Bank alongside the card.
In the event of replacing an expiring card with a new card, activation via the above channels will render the new card active and the Cardholder’s previous card inactive and no longer valid. A card may only be activated once during its life cycle.
 

For security reasons, all debit cards for business entities are issued as inactive. The Cardholder can activate the card through the following channels: ATMs, POS devices, through the PBZ digital banking for business entities service and PBZCOM@NET service, bank branches/Sinergo desks. To activate contactless payment functionality, it is necessary to make a transaction at an ATM or through POS terminals at points of sale, by inserting the card and entering the PIN.

Activation of the card via the mobile application of the PBZ digital banking service for business entities or the electronic banking service for business entities will render the card active and enable it to be used for online purchases; however, for the first POS transaction, the Cardholder must insert the card into the POS terminal and additionally authorise the transaction with the PIN.
 

The Cardholder can activate the card through the following channels: ATMs, POS devices, through the PBZ digital banking for business entities service and PBZCOM@NET service, bank branches/Sinergo desks. To activate contactless payment functionality, it is necessary to make a transaction at an ATM or POS device, by inserting the card and entering the PIN.

If the Cardholder does not know their PIN, the card can be activated at the nearest Bank branch / at the Sinergo desk and a new PIN can be reissued for further use of the card. In the event of a reissue of the PIN, the Bank will deliver the PIN to the Cardholder at the Cardholder's address.
The PIN for debit card is also available in the mobile application of PBZ digital banking for business entities, with a prerequisite that the PBZ digital banking service for business entities has previously been contracted and activated and that the Cardholder, as an end user of the service, fulfils the requirements for PIN display (authorisation for card-related operations and technical prerequisites for displaying the PIN on the mobile device in accordance with the General Terms and Conditions of Use of PBZ digital banking for business entities).
The End User of the Service, who is also the Cardholder, can activate the inactive debit card for business entities via the PBZ mobile banking application and the PBZ internet banking application.
 

The Cardholder can collect the Visa debit card for business entities in person at the selected Bank branch / at the Sinergo Desk, in accordance with the agreed delivery method, upon presentation of an ID card.

As you, as a Cardholder, have chosen the method of the card distribution to the address, the PIN for that card is not delivered to the address, but is instead made available via the mobile application of the PBZ digital banking service for business entities, provided that the Applicant has previously contracted and activated the PBZ digital banking service for business entities and that the Cardholder, as an end user of the service, fulfils the requirements for PIN display (authorisation for card-related operations and technical prerequisites for displaying the PIN on the mobile device).
The End User of the Service, who is also the Cardholder, can activate the inactive debit card for business entities via the PBZ mobile banking application and the PBZ internet banking application. 
Activation of the card via the mobile application of the PBZ digital banking service for business entities or the electronic banking service for business entities will render the card active and enable it to be used for online purchases; however, for the first POS transaction, the Cardholder must insert the card into the POS terminal and additionally authorise the transaction with the PIN.