Emergency operations

We will help you if you have any problem with your cards or access password

Follow the instructions below:

My wallet and documents have been stolen or lost

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

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    Block your card: From BBVA.es, BBVA Wallet, the BBVA Spain app, or by calling 902 22 44 66 or 91 224 94 26

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    Limit card features: From BBVA.es, BBVA Wallet, or the BBVA Spain app

Now, if you limit your card's features instead of blocking it then you can use the same card again just by reactivating them, without the need for a new one.

If you block the card then a new card with the same contract and PIN as the old one will be sent to you automatically. This new card will also have a new PAN, which means that your old card's recent transaction history will not be carried over.

We recommend that you check the most recent transactions made from your cards or accounts.

You can do so at bbva.es, using the BBVA Wallet app, the BBVA España app, at an ATM, or by calling 902 22 44 66 or 91 224 94 26. Please let us know if you notice any suspicious or unusual transactions.

In the event of theft, we remind you of the need to report the event to the police.

We may request a copy of the police report at some point; this helps keep everyone safer.


My access passwords have been discovered

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

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    Go to your “Personal area”

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    With the " BBVA App "

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    Calling 902 22 44 66 or 91 224 94 26

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.

You can do so at bbva.es, using the BBVA Wallet app, the BBVA España app, at an ATM, or by calling 902 22 44 66 or 91 224 94 26.

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

You can verify them using ATMs or at BBVA branches.


BBVA has blocked my card

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 use the BBVA Helpline:

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    Call your personal adviser.

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    Call 902 22 44 66 or 91 224 94 26.


BBVA has deactivated my card

BBVA will temporarily deactivate your card if we detect unusual behavior 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 use the BBVA Helpline to find out whether it is safe to activate your card again:

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    Call your personal adviser.

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    Call 902 22 44 66 or 91 224 94 26.


BBVA has limited online transactions using
my card

At BBVA we limit the operations performed with your card if we detect a suspicious transaction made on the Internet. 


For your security, we will restrict the transactions that can be made with card by blocking all online purchases. You can continue using your card at ATMs and for making purchases at physical locations.

  • 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 were in fact the one who performed the transaction, the same card will be reactivated.

Contact your adviser or use the BBVA Helpline to find out whether it is safe to activate your card again:

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    Call your personal adviser.

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    Call 902 22 44 66 or 91 224 94 26.


BBVA has limited the operations I can perform using my card on the Internet and at physical establishments

At BBVA we will limit the operations for your card if we detect a suspicious transaction made on the Internet, or made at a physical location using the magnetic strip. 


For your security, we restrict operations for the card by blocking purchases made via the Internet, as well as payments made at physical establishments using the card's 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 were in fact the one who performed the transaction, the same card will be reactivated.

Contact your adviser or use the BBVA Helpline to find out whether it is safe to activate your card again:

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    Call your personal adviser.

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    Call 902 22 44 66 or 91 224 94 26.


BBVA has detected an access made from a location other than your usual one

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.

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    From your personal area

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    Using the BBVA app

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    Calling 902 22 44 66 or 91 224 94 26

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.

You can do so at bbva.es, using the BBVA Wallet app, the BBVA España app, at an ATM, or by calling 902 22 44 66 or 91 224 94 26.

Contact us if you have any questions or uncertainties

You can call 902 22 44 66 or 91 224 94 26, or call your personal adviser.


I want to report a fraud

If you believe you have been the victim of a fraud or you have detected something that appears to be fraud, please click here, select the product and describe the reason.