FAQ

What documents do I need to order a card?

What documents do I need to order a card?

To order a card, you need to submit the following documents: 

If you are a private entrepreneur, a individual that has been provided with a taxpayer identification number in accordance with the legislation of Armenia

Information to be provided by client in the form of separate documents

• Identity document
• Personal public services number
• Statement from unified state register (N/A for notaries)
• Taxpayer identification number (not required, if specified in the statement from unified state register)
• Identity documents of persons authorized to perform transactions
• Notary certificate and/or order on appointment, for notaries

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account, with specimen signatures and stamps

If you are a private entrepreneur who is not Armenian citizen, you will be required to provide also

• Utility bills, reference from place of residence or other equivalent document containing your registered/actual residence address
• Additional information
• Statements of accounts with other banks, if any, at least for the most recent year
• Proof of current employment
• Certificate of title to real estate and/or documentary proof of business activities, if any

If you are a resident legal entity, or an Armenia-based stand-alone subdivision of a foreign legal entity

Information to be provided by client in the form of separate documents

• Charter; for Armenia-based stand-alone subdivisions of foreign legal entities – also the charter of parent company or an equivalent substitute document and power of attorney provided to the head of stand-alone subdivision by the head of executive body of parent company (no power of attorney is required, if the head of the stand-alone subdivision is also the head of the parent company’s executive body)
• Statement from unified state register, including information about the head(s) of executive body
• Taxpayer identification number (not required, if specified in the statement from unified state register)
• Identity documents of the head(s) of executive body and persons authorized to perform transactions
• Information (if not available in articles of incorporation) on shareholders and members owning 10% or more of voting shares/equity of the company, such information provided by respective authorized body (registrar or another registering authority), including copies of identity documents. The information specified here is not required for publicly traded companies who provide evidence of listing on a regulated exchange.
• Copies of beneficial owners' identity documents

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account, with specimen signatures and stamps

If you are a fund, non-governmental organization or association

Information to be provided by client in the form of separate documents

• Charter
• Statement from unified state register, including information about the head(s) of executive body
• Taxpayer identification number (not required, if specified in the statement from unified state register)
• Identity documents of the head(s) of executive body and persons authorized to perform transactions
• Corporate resolution/minutes on incorporation (not required, if information on founders is available in the charter)
• Information, including copies of identity documents, about members of supreme governance body (if not available in articles of incorporation). Minutes, corporate resolutions or declarations are acceptable.
• Copies of beneficial owners' identity documents

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account, with specimen signatures and stamps

If you are a state or community administration agency or a state non-commercial organization

Information to be provided by client in the form of separate documents

• Charter
• Founder’s resolution about incorporation
• Statement from unified state register, including information about the head(s) of executive body
• Where required by charter, founder’s or authorized body's consent for opening a bank account
• Taxpayer identification number (not required, if specified in the statement from unified state register)
• Identity documents of the head(s) of executive body and persons authorized to perform transactions
• Copies of beneficial owners' identity documents

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account (where required under charter, approved by founder or other authorized body), with specimen signatures and stamps

If you are a non-resident legal entity

Information to be provided by client in the form of separate documents

• Charter or equivalent substitute document
• Proof of incorporation, provided by the authorized agency of the given country
• Corporate resolutions or powers of attorney on appointment of person(s) authorized to perform transactions (not required, if the person performing transactions is an executive officer defined under articles of incorporation)
• Identity documents of the head(s) of executive body and persons authorized to perform transactions
• Certificates of the head(s) of executive body, provided by registering agency
• Certificate of shareholders or members owning 10% or more of voting shares or equity of the company and/or Certificate of Incumbency / Certificate of Good Standing / Limited Partnership Statement (LP 6) containing the specified information. The certificate must not be more than 3 months old.
• Copies of documents required to identify shareholders and beneficial owners holding 10% or more of voting shares or equity of the company (for individuals: identity document; for legal entities: charter or equivalent substitute document and certificate of registration issued by appropriate authorized agency)
• Certificates of shareholding or equivalent documents on participation of shareholders or members in the equity of the company, where required under the laws of the country of incorporation
• Copies of licenses required under applicable laws and regulations for that particular type of business, if applicable
• Organizational chart or other equivalent document approved by authorized corporate body, if required under the laws of the country of incorporation
• Declaration of trust, if any, issued by registered shareholder
• CVs of beneficial owner(s) and, if any, authorized person(s)
• Detailed description of business (preferably a business plan), information about planned activities and projects

Additional information

• Proof of rights to actual business premises, e.g. certificate of title, rent agreement, utility bills
• Statements of accounts with other banks, if any, at least for the most recent year
• Tax or state duty payment slips or other payment documents (no certification required)
• Utility bills or other documents showing registered addresses of the head(s) of executive body, shareholders or members who are physical entities, authorized persons and beneficial owners, if any
• Reference letters on bank accounts, provided by banks where the head(s) of executive body, shareholders or members who are physical entities, authorized persons and/or beneficial owners have accounts
• Financial statements of the company covering at least the most recent year, and available financial statements for the most recent reporting period
• Independent audit report at least for the most recent year
• List of key partners
• Information about planned transactions
• Copies of employment contracts executed with staff (upon request)

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account, with specimen signatures and stamps
• Information form on beneficial owners

If you are a foreign embassy or consulate in Armenia

Information to be provided by client in the form of separate documents

• Proof of accreditation in Armenia
• Resolution of appropriate authorized body on appointment of the ambassador or consul (where such information is not available in the proof of accreditation)
• Identity documents of persons authorized to perform transactions through the ambassador's or consul's account

Documents to be executed based on approved forms of the Bank

• Agreement or application-agreement
• Client information form and communication instruction (required for first-time clients)
• Instruction on performing transactions through account, with specimen signatures and stamps

Where required under the Republic of Armenia Law “On Combating Money Laundering and Terrorism Financing” we may request you to provide further information and documents to conduct “Know your customer” checks, as well as ask additional questions during interviews. 

If you are a US person under the Foreign Account Tax Compliance Act “FATCA” introduced by the US Congress on March 18, 2010, you will be required to complete the applicable FATCA forms.

How do I use the card safely?

What do I do, if my card has been lost or stolen or if I suspect fraud?

How do I use the card safely?

When using your card make a point of following these rules:

- Do NOT give your card to a third person

- Do NOT share your one-time password and PIN-code with other persons

- Do NOT write your one-time password or PIN-code on the card

- Do NOT keep your PIN record and card together

We are always ready to help you with any card-related issues, but for your part you should make sure that your card, one-time password, PIN-code and any information specified on the card are not made available to third parties.

When entering your PIN-code make sure it is not visible to other persons and not recorded by any camera or device.

Be especially careful at leisure and entertainment facilities. We strongly recommend that you should not give your card to other persons or allow it to be used out of your sight.

Do not use ATMs, cashing devices, POS-terminals and merchants you find suspicious or not reliable. Avoid using your card if the card reader, keyboard or cash-dispensing slot is linked to other devices, wires, adhesive tape or other suspicions objects.

Never provide your PIN-code while making payments via internet, including online stores. If you have disclosed your PIN-code, immediately suspend the transaction and contact the Bank to block your card. Your online payments with Ameriabank are protected by 3D Secure technology. When making purchases on Verified By Visa or Secure Code websites, you will receive an SMS with a one-time secure code for each transaction. This one-time code is required to perform the transaction.

When making online payments, make a point of giving preference to secure payment websites. Online casinos and betting websites are considered the most risky channels. You solely shall bear all risks of using your card, passwords and PIN-code on such websites. For security considerations the Bank can block or restrict card payments in certain high-risk countries or territories.

Our specialist will notify you about the risks associated with unblocking and using the card that has been blocked due to loss, theft or suspected fraud, and recommend that you should have the card re-issued.

What do I do, if my card has been lost or stolen or if I suspect fraud?

If your card loss been lost, stolen or used without authorization or if you suspect that this might have happened, please contact us or ArCa Processing Center immediately by any of the means below:

• The phone number specified on the card, or
• +374 10 56 11 11, the Bank’s 24/7 helpline, or
• +374 10 59 22 22 ArCa Processing Center, or
• cardsupport@ameriabank.am, or
• Our online banking platform during work hours, or 
• Visit us in our headquarters or branch offices during work hours 

What transactions can I perform with my card?

What do I do if I do not agree to executed transactions?

How is chargeback performed?

In which cases is the Bank not responsible for problems with card transactions?

How and in what cases are cards closed?

What transactions can I perform with my card?

1. The card can be used at ATMs, cash withdrawal centers and merchants through terminals and other devices the screens of which or adjacent areas display the following information:

Functionality such as cash-in/out, utility payments, etc.

Supported payment systems (ArCa, VISA, MasterCard, etc.)

2. Amounts you deposit into your card at the Bank's teller window or by transfer from another Ameriabank account (other than card accounts) typically become available for use within 10 minutes provided there are no technical or software issues at ArCa Processing Center.

3. Card-to-card transfers via ATMs or ArCa online are normally activated and become available for use within 5 minutes provided there are no technical or software issues at ArCa Processing Center.

4. Transfers based on your payment orders are processed and executed within the terms defined by the Bank’s tariffs.

5. Daily cashout limit for ATMs of Armenia-based banks is AMD 500,000.

6. As a rule, transfers from card accounts and accounts with other banks become available on your card within the following terms:

By 12:30 p.m. if received in the Bank before 11:00 a.m. of the same business day.

By 4:30 p.m. if received in the Bank before 3:00 p.m. of the same business day. 

By 6:30 p.m. if received in the Bank between 3:00 p.m. and 5:00 p.m. of the same business day.

7. Amounts deposited into your card account via the Bank's cash-in machines are activated on the card with immediate effect and normally processed to the account on the next business day. Cash-in machines of the Bank support any cards within ArCa payment system irrespective of currency.

8. ATM cash-in functionalities and restrictions with regard to transaction amount, face value of banknotes, etc., are defined by the ATM service providers and/or payment systems and normally displayed on the ATM for your reference.

9. Transaction amount is debited to card immediately and processed to card account within the following terms:

Next business day, if the transaction was processed within ArCa

Within 2-3 business days, if the transaction was processed outside ArCa

What do I do if I do not agree to executed transactions?

If you have any objections or disagreements with regard to executed card transactions, you can submit a chargeback application to the Bank. Applications must be submitted within 30 days following the date of receipt of card statement. You should enclose supporting documents and any other information we may reasonably request together with the application.

You can also submit a chargeback application if your transaction at the merchant has been canceled but the merchant has not returned the amount within the period defined by that merchant or within the terms below:

● 10 days after cancellation if the transaction was executed in Armenia 

● 30 days if the transaction was executed in other countries

We shall not be liable for your card transactions, however, we will use our best efforts to help you in resolving the issue. Failure to resolve the issue shall not release you from your liabilities to the Bank.

Disputing of transactions executed at merchants shall not be considered a complaint or claim against the Bank and our actions shall be limited to intermediation and facilitation only.

If investigation shows that the disputed transaction was executed by you or as a result of breach of card rules by you, you will be charged a fee pursuant to the Bank Tariffs.

We will respond to your chargeback application within the following terms:

● 40 days after receipt of application if the transaction was executed within ArCa

● 60 days after receipt of application if the transaction was executed within international payment systems

● 10 business days after receipt of application for cash-in/out transactions via our ATMs (e.g. if the ATM has not dispensed the cash, but the amount was debited to your account; or you have loaded cash into the ATM but the amount was not credited to your account)

How is chargeback performed?

In certain cases it might be necessary to charge the amount back to your card. For this purpose you will need to submit a chargeback application to the Bank. Note that the Bank can approve as well as reject the application.

If the application is approved, our specialist will contact you within 1 business day, and the amount will be paid back within the defined period. 

If at the time of receiving the chargeback request offset of the amount was not performed, the status of the transaction will be checked. We will let you know about the status of the transaction and further procedure, and if the transaction has not been performed (no amount has been charged) the process will end.

Your chargeback application can be rejected if the transaction was performed by you or as a result of carelessness or neglect on your part. This being the case, the Bank will charge to your account an application handling fee within 1 business day.

In which cases is the Bank not responsible for problems with card transactions?

Sometimes cardholders might incur direct or indirect losses due to service rejection of malfunctioning of ATMs, cash withdrawal centers and merchants. The Bank shall not be responsible in such cases, except where this responsibility is directly envisaged under applicable laws, and where all of the conditions below are met:

The problem occurred through the Bank's fault.

Failure/rejection or malfunctioning occurred during working hours of the Bank.

You visited the head office or any branch of the Bank to withdraw cash but the Bank didn't deliver it to you.

In any case, the Bank's liability shall be limited to the actual (direct) loss caused to you.

The Bank shall not be liable for any losses and damages you may incur due to time gaps or late activation of amounts on your card account. In particular, in the event of technical issues or on the first business day of each month it might take longer than usual to activate transaction amounts on your account.

How and in what cases are cards closed?

Card accounts can be closed at the initiative of the Bank or client.

If you have no outstanding liabilities to the Bank and/or the Republic of Armenia your card will be closed within maximum the next business day after we receive your closure application.

If at the time of closure there are sums on your card account, you can transfer these sums to other bank accounts or withdraw them within 7 days.

Once the Bank begins to process your application, it ceases to service your card, including – charge service or any other future-oriented fees. On the other hand, closure of card does not release you from obligations that originated before the closure.

Provision of statements, information and copies of documents

Agreements, covenants, cooperation or memberships of the Bank can have direct impact on customers and their accounts. For example, according to the agreement executed with the US under the Foreign Account Tax Compliance Act (FATCA) the Bank may collect additional information to find out whether you are a US tax payer.

Accounts of companies incorporated in foreign countries (including legal entities, unions without legal entity status, international organizations) can be opened only by the Corporate Customer Service under the Corporate and Investment Banking Department.