my paysafecard

1. Can I still use the Google Authenticator?

   If you are currently using the Google Authenticator app as a second security step for my paysafecard, you can still use it until September. However, you can already change over to our new two-factor authentication now.

   For this, deactivate the Google Authenticator in your account settings, then download the paysafecard app and set it up as described here. The Google Authenticator app can no longer be activated.

2. 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=

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

   You can resend the text message to confirm your mobile number. Simply log in to your my paysafecard account and click on "Resend text message".

   If you request a new text message, please remember the following two points:

   • Please check that you have entered your mobile number correctly. If this is not the case, you can correct your mobile number.
   • The message to confirm your mobile number may take some time to arrive. If this is the case, you can log in to your my paysafecard account at a later time and confirm your mobile number then.

   If you don't receive the second text message, please send us an e-mail with the following information to info@paysafecard.com:

   • The e-mail address you entered during registration OR your my paysafecard username.
   • Your full name
4. Why is it important for me to correctly enter my personal details during registration?

   When upgrading your my paysafecard account to Unlimited status, the details entered in your account are verified against your proof of identity and home address.
   For this reason, it is important that the personal details you enter during registration match those on the verification documents you later provide.
   Entering incorrect personal details can also lead to problems if you need your account to be reactivated or for refunds.

5. Why am I unable to log in to my paysafecard?

   If you've forgotten your username or password, please click the corresponding links on the login page ("Forgotten password" or "Forgotten username") and follow the steps.

   Sometimes it also helps to delete cookies in your browser settings, or to try logging in from a different browser.

   Should you continue to have problems logging in to your my paysafecard account, please get in touch with the paysafecard Service Team.

6. Can I change my password and/or security question?

   You can change your password and security question whenever you wish in your my paysafecard account under the menu option "My details".

7. What do I do if I have forgotten my password or username?

   Click on "Forgotten your password" or "Forgotten your username" in the log-in window and follow the instructions.
   If you still have problems logging in, please contact the paysafecard service team.

8. 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.
9. What statuses does my paysafecard have?

   A my paysafecard account has either Standard or Unlimited status.

   When you first register for my paysafecard, your account status is Standard. This status means that you can top up your my paysafecard account by up to 2,500 EUR a year.

   In order to be able to top up your my paysafecard account as often as you want without restriction, simply upgrade to Unlimited.

   Please remember that in both cases the maximum amount of your my paysafecard account balance may not exceed 5,000 EUR.

10. How does the upgrade to my paysafecard status: "Unlimited" work?

    You can increase the status of your my paysafecard account at any time with a onetime verification of your data. This can be done in a few simple steps:

    1. Please make sure that your data provided during registration 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 details".
    2. Initiate the verification via the menu item "Limits & Status" by clicking on "Upgrade status". In the first step you can decide which photo ID you want to use to identify yourself. You can choose from:
       a. Passport
       b. ID card (or Residence permit)
       c. Driving licence
       After having uploaded the copy of your ID, we require a picture upon which your face is clearly recognisable. Above all, please make sure that ...:
       • ... you do not upload the same picture that is depicted on your ID.
       • ... you do not upload an image of a photographed picture.
       • ... your entire face can be clearly seen.
       • ... you do not wear glasses or sunglasses.
       • ... you alone and nobody else can be seen on the picture.
       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 status upgrade. You have unlimited use of all my paysafecard benefits immediately afterwards.
11. I only see a log-in box in the payment window. It is no longer possible for me to enter a paysafecard PIN there. What does that mean?

    If the payment window of an online shop only accepts payments with a my paysafecard username and password, this means that it is not possible to pay at that shop with a paysafecard PIN. In order to be able to pay at this online shop, please register for free here to enjoy the many benefits of my paysafecard.

12. 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
13. 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)
14. 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. 

15. How do I have the remaining balance of my 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 7,50 EUR, 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 2-3 working days.

16. 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 7,50 EUR. This is deducted from the refunded amount. This fee applies to each refund.
    • Maintenance fee: paysafecard charges a maintenance fee of 5 EUR 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.