my paysafecard

1. Why do I need to provide you with a proof of income/wealth?

   paysafecard, like all financial services companies, is subject to regulations which are designed to protect our customers and our business. 

   We have an obligation to prove that any funds used by our customers have been acquired by legitimate means.

   Therefore, we may request users to provide us with evidence to confirm the source(s) of the funds they use when they reach the specific account thresholds that trigger this requirement.

   All payment service providers regulated by the Financial Conduct Authority (FCA) are required to carry out these checks.

   Information you are required to send:

   Documents which help us identify and support the source of the wealth for the funds you transfer using our digital payment systems. 

   Documents we are likely to request include:

   • Proof of Income/Wealth: Payslips / Official Letter from Employer / Dividends / Pension / Invoices / Evidence of earnings / Trading profits / Winnings / Assets etc.
   • Bank statement that clearly shows consistent incoming values from a verifiable source in line with the amounts used in your account.
   • Other clear evidence that would support "affordability" in relation to your transacting levels with us. 

   What will the information be used for?

   This information will be used only to confirm that the source of funds is legitimate and legally obtained.

   It will be treated with strict confidence, examined only by members of the team handling the process and will also be treated in accordance with our Privacy Policy.

   We appreciate your co-operation in this important CBI obligation.

2. I need to change my phone number/email address. How can I do it?

   If you are able to login, you can change your phone number/email address in your personal area anytime by clicking on "Settings" in the menu and then on the edit button (the pencil).

   If you are not able to login, please contact us using our online form providing us your first name, last name, date of birth and address.

   If you want to change your phone number, please also attach to your enquiry a readable proof of phone number ownership in your name, like an invoice of your provider.

3. What does the "Trust online shop" option mean when I am logging in?

   With this option, you can mark the online shops as trustworthy when logging in. With the next login, the two-factor authentication will then no longer be necessary. You can deactivate this option at any time in your my paysafecard account.

4. My my paysafecard account has been deactivated for security reasons. How do I get my account reactivated?

   If your my paysafecard account is deactivated for security reasons, you immediately receive an error message directing you to the online "Reactivation Request" form. Please complete this form with the correct information. This is the only way that the paysafecard support team will be able to help you further.

   If you no longer have the web page with the error message open or stored in your browser, please use the following link to call up the online "Reactivation Request" form: https://customer.cc.at.paysafecard.com/cct/cctool.xhtml?aid=

5. I haven't received the text message confirming my mobile number. What do I do?

   On the code entry page, you have the possibility to resend the code and to correct your telephone number.

   If you still have not received the code after resending it or changing your telephone number, you can repeat the registration process at any time.

   Please note that if you have not finished registering, your paysafecard account has not yet been created and the data entered has not been stored.

6. Why is it important to enter my personal data correctly during sign-up?

   When upgrading your paysafecard account to the "Unlimited" version, the data entered will be compared with your proof of identity and your place of residence.

   Your personal data at the time of the sign up must therefore correspond to the data of your ID.

7. I haven't received the email confirming my registration. What do I do?

   Please make sure that the email has not ended up in your SPAM mail folder.

   In case it is not present there, you can either resend a new email or update the email address directly by clicking the button for changing your email address.

8. Can I change my password?

   You can change your password at any time in your my paysafecard account under the "My Data" menu item.

9. What can I do if I can't log in anymore? Or have forgotten my password/username?

   If you cannot log yourself in, it is sometimes helpful to delete the cookies in your browser settings or try logging in with another browser.

    

   Is your password not being accepted?

   Use the "Forgotten your password" page to reset your password.

   You can select one of two options:
   
   Option 1: Reset password via SMS code

   • Enter the mobile number that is stored in your account.
   • Enter online the four-digit confirmation code that you receive via SMS (this can take several minutes).
   • Set new password.

   Option 2: Reset password via e-mail

   • Enter the e-mail address that is stored in your account.
   • Click on the link that you receive from us via e-mail.
   • Enter online the four-digit confirmation code that you receive via SMS (this can take several minutes).
   • Set new password.

    

   Is your username not being accepted?

   Use the "Forgotten your username" page to have your username displayed.

   You can select one of two options:
   
   Option 1: Find out username via SMS code

   • Enter the mobile number that is stored in your account.
   • Enter online the four-digit confirmation code that you receive via SMS (this can take several minutes).
   • Your username is displayed.

   Option 2: Find out username via e-mail

   • Enter the e-mail address that is stored in your account.
   • Click on the link that you receive from us via e-mail.
   • Your username is displayed.
10. Why am I suddenly no longer able to top up my paysafecard with paysafecard PINs?

    If you are unable to add any more PINs to your my paysafecard account, please check your current status under menu option "My status". If you have reached your top-up limit, you can upgrade your status there.

    If you haven't reached your top-up limit, please check the following:

    • Did you purchase the paysafecard PIN in the same country in which you signed up for my paysafecard? Please remember that your my paysafecard account may only be topped up with paysafecard PINs purchased in the same country in which your my paysafecard account is registered.
    • Did you enter the paysafecard PIN correctly? Please always check that you have entered the PIN correctly before clicking "Add credit".
    • Does your paysafecard PIN still have funds? Only PINs with funds remaining on them can be added to my paysafecard.
11. What are the available versions for my paysafecard?

    My paysafecard has a "Standard" and an "Unlimited" version:

    After successfully signing up to my paysafecard, you will be enrolled into the "Standard" version. In this version, you can upload PINs worth GBP 2,000 each year to your my paysafecard account.

    In order to be able to upload unlimited paysafecard creditrs to your my paysafecard account, upgrade to the "Unlimited" version.

    Please note that the maximum balance on your my paysafecard account cannot exceed###PSc_MAXBALANCE_UL### in any case.

12. How does the upgrade to the "Unlimited" version of my paysafecard work?

    You can upgrade to the higher version of your my paysafecard account at any time by having your data verified once. This can be performed in a few simple steps:

    1. Please make sure that your data provided during sign-up coincide with your valid photo ID (passport, ID card or driving license). You can check and, if necesary, change your data at any time in the menu item "My Data".
    2. Initiate the verification via the menu item "Limits & Version" by clicking on "Upgrade Version". In the first step, you can decide which photo ID you wish to use to identify yourself. You may choose from:
       a. Passport
       b. ID card (or residence permit)
       c: Driving licence
       After having uploaded the copy of your ID, we still need a picture upon which your face is clearly recognisable. Please ensure in particular that ...:
       • ... you do not upload the same image that appears on your ID card.
       • ... you are not uploading a shot of a photographed image.
       • ... your entire face can be clearly seen.
       • ... you do not wear glasses or sunglasses.
       • ... Only you can be seen in the picture, without any other people.
       The identity verification is complete after a few minutes.
    3. As soon as your details have been successfully verified, we will inform you via email about your version upgrade. Immediately afterwards you can enjoy all the benefits of my paysafecard, without limitation.
13. I only see a login field on the payment window and can no longer enter my paysafecard PIN directly. What does this mean? ?

    If you can only pay with your my paysafecard user name and password in the payment window of a webshop, the classic payment by entering a paysafecard PIN is not available. In order to pay in this online shop, sign up here free of charge and use the many advantages of my paysafecard.

14. Which documents can I use as proof of residence?

    You are required to prove your place of residence during the upgrade process to Unlimited. The document to prove your place of residence must have been issued by a government authority, utility company or financial institution. It must include the following information: Your first name and surname, your current address, a date (e. g. issue date, creation date or period of validity etc.) as well as a unique reference number, such as an account number, invoice number or customer number. Please remember that the details in your my paysafecard account must match those on the documents you submit.

    The address on your verification document must match your physical place of residence. Unfortunately, we are unable to accept documents with a P.O. Box address, business address or the address of a forwarding service.

    If you are unable to scan your documents, you may also send us a copy by post.

     

    The following forms of proof of place of residence are accepted:

    • Energy provider bill
    • Bank statement
    • Tax assessment
    • Photographic ID
    • Mortgage statement
    • Certificate of voter registration
    • Correspondence between you and a government authority regarding the receipt of benefits such as a pension, unemployment benefits, housing benefits, etc.

     

    Utility company bills

    Bills from energy companies older than three months old may not be uploaded as proof of residence. Generally accepted documents are:

    • Gas bill
    • Electricity bill
    • Water bill
    • Cable company bill (but not from satellite TV companies)
    • Landline telephone bill

    Bills for mobile services such a mobile phone etc. are not accepted as proof of place of residence.

     

    Please note the following requirements for any documents submitted to us:

    Bank statement

    The bank statement may not be older than 3 months. Your bank balance and transaction details may be blacked out. However, please ensure that the following information is clearly legible:

    • First name
    • Surname
    • Address
    • Account number
    • Issue date

    Photographic ID

    Photographic ID on which your home address is visible may be uploaded as proof of your address. The photographic ID must still be valid and may not be the same document uploaded for the verification of your personal details. For example, if you used your driving license as proof of your identity, you must provide a different document to prove your place of residence, even if your current home address is the same as that on your driving license.

    Tax assessment

    Uploaded tax assessments must be from the tax, financial or government authority responsible for your current home address in order for the verification process to be completed successfully.

    This means that we cannot accept a tax assessment from a Spanish tax authority, for example, to verify a UK address, even if it is addressed to a UK address.

    A tax assessment provided to verify your home address must have been issued within the last 12 months and contain the following information:

    • First name
    • Surname
    • Address
    • Tax or account number
    • Issue date

    Certificate of voter registration

    A certificate of voter registration such as a certificate of registration can also be used to verify an account. However, it must meet the following criteria:

    • The document must have been issued by the government authority responsible for voter registration in the area in which you live.
    • It must have been issued within the last twelve months.
    • It must include your first name, surname and current home address.

    Correspondence from a government authority regarding the receipt of benefits

    Correspondence from a government authority regarding the receipt of benefits such as a pension, unemployment benefits etc. may be uploaded for the verification process. Such correspondence must meet the following requirements:

    • The document must have been issued by the government authority responsible for such benefits in the area in which you live.
    • It must have been issued within the last six months.
    • It must include your first name, surname and current home address.

    Mortgage statement

    Mortgage statements serving as proof of place of residence must have been issued by your bank or credit institute within the last twelve months and include the following information:

    • First name
    • Surname
    • Address
    • Account number
    • Issue date
15. Which documents can I use to verify my identity?

    The following documents are accepted as proof of identity (both the front and back of each document is required):

    • Passport
    • Identity card
    • Residence permit (credit card format)
    • Driving licence (credit card format)
16. How do I cancel my paysafecard?

    To cancel your my paysafecard account, open the "My details" menu option in your my paysafecard account and then click on the "Close account" button at the end of the page.

    If you still have my paysafecard credit on your account, please spend this beforehand or have the remaining credit paid out to your bank account. 

17. How do I have the remaining balance of my paysafecard account paid out to me?

    You can transfer your my paysafecard balance to your bank account at any time. To do so, please send us the following information by email info@paysafecard.com:

    • Your bank account details (sort code, account number, name of bank, name of account holder, IBAN, BIC)
    • Your full first name and surname
    • A copy of a valid form of photographic ID (e.g. passport, driving license or ID card - front and back)

    Please ensure that the documents you send are legible and do not exceed 5 MB.

    Each bank transfer entails a fee of GBP 6, which is directly deducted from the amount paid out.

    As soon as you send us this information, the money will be transferred to the specific account within 3-4 working days.

18. Does paying with and using my paysafecard entail any charges or fees?

    Using and paying with my paysafecard is essentially free. However, the following fees may apply:

    • Redemption fee: A refund, as described under point 15 of the general terms and conditions, entails a fee of GBP 6. This is deducted from the refunded amount. This fee applies to each refund.
    • Maintenance fee: paysafecard charges a maintenance fee of GBP 5 a month if the customer does not use his or her my paysafecard account to complete a payment transaction within a period of 12 months. This fee is charged at the beginning of each month from the first month after this 12-month period passes and is deducted from the customer's my paysafecard account.
    • Transaction fee: The transaction fee is a customer fee which can be charged by individual pre-defined retailers and which must be declared.
    • Conversion fee: paysafecard charges a fee for transactions involving conversion into foreign currency. The paysafecard currency converter lets you instantly see the current exchange rate. To convert, simply enter the desired amount and select the currencies.