Customers who receive a new issued card but cannot use it may encounter the following reasons and can follow these solutions:

1. The card is not yet activated/unlocked. To activate the card, customers can follow one of these instructions:

• Send an SMS to the hotline 6167 with the format: VCB<space><KHT><first 6 digits of the card><dot><last 3 digits of the card> (Example: VCB KHT 412975...123) (Or type VCB HELP or HELP KHT and send it to 6167 for guidance)
• Log in to VCB Digibank, choose the Card Services section, and select the Activate Card feature.
• Contact the card issuing branch.

2. Entered the incorrect PIN provided by the bank for the first time: Customers should check and enter the correct PIN provided.

3. The card is physically damaged or was mishandled by the customer: Customers should contact the card-issuing branch/Customer Service Cenre to get assistance and have a new card issued.

Please contact the 24/7 hotline 1900 54 54 13 (for regular customers) / 1800 1565 (for priority customers) or the nearest Vietcombank transaction office/branch to get assistance.

You can perform domestic fund transfer from your Vietcombank debit card to other banks’ card at Vietcombank ATMs. You can access to the our website: www.vietcombank.com.vn to find the nearest ATM locations.