Questions & answers

  • Information about coronavirus from EnterCard

    Corona sets us all in a new situation. Our customers, partners and suppliers should know that EnterCard has a robust plan to provide our customers with good service and that we take social responsibility throughout the pandemic.

    We will do our very best to answer questions from customers and make sure that they can continue using our products. We are fully operational, but meetings with externals will have to be done via Skype, phone or other remote systems.

  • Do you have questions concerning travel insurance?

    All trips and events are subject to the organiser’s booking and cancellation terms. Many travel and event organisers have now extended the possibility to change a booking and offer more flexible cancellation terms. However, it is important that you are aware of the conditions that apply to your booking, for instance how close to the departure date you can change or cancel a trip and if there are any cancellation fees or other associated cost. For question about the terms for your booking, please contact the seller.

    For Norwegian customers:

    At the Norwegian Consumer Council’s webpage, you can find information about your consumer rights with regards to package tours, flights, hotels, events, tickets, etc.

    The cancellation insurance provided through EnterCard’s credit cards covers cancellation due to illness-related events involving the insured person or their immediate family. For instance if the insured individual gets seriously ill shortly before departure and is thus prevented from going on the trip. The insurance does not cover cancellation due to circumstances at the destination, as for example if there is an entry ban for or travel restrictions at your destination.

    If you have questions regarding insurance coverage, please contact insurance company AIG by phone at +47 22 00 20 80 or by e-mail at skadekontoret@aig.com.

    Due to the impacts of the coronavirus AIG is in an extraordinary situation. This may lead to long waiting times. We apologise for any inconvenience that this may cause.

    If you wish to file an insurance claim for coverage/compensation, this must be reported to AIG in writing. You can find the insurance claim form at AIG’s webpage.

    For the full insurance terms and conditions, visit our product pages on our Norwegian website.

    EnterCard is unfortunately not able to answer questions regarding insurance coverage and claims handling.

    For Swedish customers
    Your supplementary card insurance

    The cancellation insurance included in your supplementary card insurance only covers cancellations due to acute illness, accidents or death of the insured or their immediate family. Other circumstances preventing travel, for instance if the Ministry for Foreign Affairs advises against travel to a destination affected by the coronavirus or if an entry ban has been introduced, are not covered by the insurance.

    ERV is EnterCard’s insurance provider. For full insurance terms and conditions, visit our product pages on our Swedish website.

    If Evenemangsskydd is included in your credit card insurance package, this only covers cancellations due to illness, accidents or death of the insured or their immediate family.

    Due to the impacts of the coronavirus ERV is in an extraordinary situation. This may lead to long waiting times. We apologise for any inconvenience that this may cause.

    For Danish customers:

    At www.forbrug.dk you can find information about your consumer rights and what you need to do if your flight, trip or event has been cancelled.

    Rejseforsikring Basis
    (provided to all re:member Mastercard holders)

    The cancellation insurance covers cancellation due to illness, accidents or death of the insured or their immediate family. Other conditions preventing travel, such as official advice against travel to a destination affected by the coronavirus or if an entry ban has been introduced, are not covered by the insurance. You can find the terms and conditions for Rejseforsikring Basis here.

    If you have opted for Rejseforsikring Plus for your re:member Mastercard, you can read the terms and conditions here.

    In addition, you can find more information at europaeiske.dk. Europæiske ERV is re:member Mastercard’s insurance provider.

    Due to the impacts of the coronavirus Europæiske ERV is in an extraordinary situation. This may lead to long waiting times.  We apologise for any inconvenience that this may cause.

  • How do I get in touch with customer service?

    For customer service, please visit the customer service page for your country:
    Denmark
    Norway
    Sweden

  • I do not have the app, how do I get it?

    Norwegian customers:

    1. Visit the App Store or Google Play and install the app for your product. Find your product here:
     Apple Store  Google Play
     Coop MasterCard  Coop MasterCard
     Coop Visa  Coop Visa
     Kredittkort for medlemmer i BBL  Kredittkort for medlemmer i BBL
     re:member  re:member
       

    1. Choose if you want to use a) Bank ID eller b) Bank ID på mobil
    2. b) If you have previously created BankID on your mobile phone through your bank and want to use it to log in, you must enter your phone number and your date of birth. You will receive a reference code on your screen, which should be identical to the code that appears on your unit. You confirm by clicking OK if the word is identical on both units. An example of a reference code could be “lang strang”. After accepting the reference code, you enter your personal code.
    3. You then receive two options for future log-ins. You can choose between “Code/Touch ID” or “Manual PIN-code”.
    4. The app is now activated and you can use it to log in with the selected method.

    Swedish customers:

    By following these simple steps, you will be able to install our apps on your phone.

    1. Visit the App Store or Google Play and download the app for your product. Search for your product:
    • re:member
    • LO Mervärde
    • PRO Mervärde
    • MoreGolf
    • Coop Mastercard
    1. Log in with mobile BankID

    Danish customers:

    Visit your product pages for more information:

  • I am unable to pay my invoice, what do I do?

    If you have experienced a decrease or loss of income, we are committed to finding solutions to help you avoid payment difficulties. Please contact our customer service:

    Norway:
    + 47 21 31 66 07 (Monday –Friday, 08.00 – 18.00)

    Sweden:
    +46 (0)8-737 12 10 (Monday – Thursday 09.00 – 20.00, Friday 09.00 – 17.00)

    Denmark:
    re:member Mastercard customer service: +45 33 42 37 20.
    PlusGuldkort customer service: +45 33 42 37 10