Do you have questions about paysafecard?
Find frequently asked questions and answers about using paysafecard here. Simply browse the different categories or use the search bar.
- How do I order paysafecard Mastercard?
Get your paysafecard Mastercard in five steps:
Step 1: Ordering
As a my paysafecard account holder, simply select menu option “paysafecard Mastercard” to begin ordering your card. Select a card design, check your personal details and make any necessary changes. Accept the General Terms and Conditions and confirm that you have entered your details correctly. You can then submit your order.
Please note: Upon confirming the order, the annual fee of €9.90 is automatically deducted from your my paysafecard account. If the balance of your account is insufficient, you must first top this up.
Step 2: Identity verification
Upload a copy of an official form of photographic ID to confirm your identity. Once you have sent your documents, they will be verified. Once they have been successfully verified, you will be informed by e-mail.
Please note: If you already have an Unlimited account, this is not necessary.
Step 3: Activate your card
Your paysafecard Mastercard will be sent to your address by post as soon as you confirm the order. Once you have received your card (delivery may take between 7 and 10 working days) and your identity verification has been completed, you must activate your card in your my paysafecard account. Please click on “Activate now” in the “paysafecard Mastercard” section and enter the last 4 digits of the card number in the relevant field.
Step 4: PIN for offline payments
Paying in restaurants, hotels or local shops requires entering a 4-digit PIN. This can be sent to your mobile phone by text message by simply clicking on “Request PIN”.
Please note: It may take a few minutes for the text message to arrive.
Step 5: Top up and use
Top up your paysafecard Mastercard via your my paysafecard account by simply entering the desired amount in the relevant field. paysafecard Mastercard lets you pay online and offline at millions of shops wherever Mastercard® is accepted.
- I have not received my paysafecard Mastercard. What should I do?
Please be advised that delivery of the paysafecard Mastercard can take up to 10 working days (or longer in rare cases).
If you have not received your paysafecard Mastercard in the mail within 10 working days of your order, please check that your registered address is correct and provided in full. To do so, click on "My details" from the menu of your my paysafecard account. Please ensure that your street name, house number, door number and postcode are exactly the same as on your registration form i.e. as per your residence/establishment permit.
Should there be any deviations therein, please E-mail us a copy of your proof of address: info@paysafecard.com A list of accepted documents can be found here. We will verify your documents, correct your address if necessary, and send you a new card.
- Why has a payment using my paysafecard Mastercard failed?
Since this could have numerous causes, please check the following possibilities carefully:
Insufficient funds on the paysafecard Mastercard
Please note that deposits into your my paysafecard account are not automatically available for payments made using your paysafecard Mastercard. You must load your paysafecard Mastercard by manually transferring funds from your my paysafecard account onto your card. To do so, click on "paysafecard Mastercard" from the menu of your my paysafecard account, and move the slider to the right. Confirm the reload by clicking the "Confirm" button. You can also view your current card balance on this page. Please always ensure that your paysafecard Mastercard has sufficient funds available for every payment you make.
paysafecard Mastercard not yet activated
To be able to make payments, please ensure that you activate and load your paysafecard Mastercard after you receive it. To activate your card, go to your my paysafecard account and click into "paysafecard Mastercard" from the menu. From there, click on "Activate now" and enter the last four digits of your card number. Following successful activation, your card balance must be loaded via your my paysafecard account.
If the activation button does not appear, it is because your photo identification document has not yet been successfully verified. You will be informed by E-mail as soon as your verification is successful, or if the identification document does not prove to be valid.
PIN entry for offline payments not required
You must be prompted for a PIN in order to make offline payments using your paysafecard Mastercard. Important: You cannot use paysafecard Mastercard for any offline payments which, by default, do not request a PIN-code authorisation of the cardholder at the terminal (e.g. parking garages, toll booths, etc.).
Incorrect card details
Please ensure that you have correctly entered all card details:
Online payments
- Card type: Mastercard®
- Card number: 16-digit number - found on the front of your card
- Valid to: MM/YY, found on the front of your card
- Card verification code: 3-digit verification code (CVC) - found on the reverse side of your card, next to the signature panel
Offline payments
- 4-digit PIN: If you forget your PIN, you can request it at any time via your my paysafecard account by entering the menu item "paysafecard Mastercard" and clicking on "Forgotten your PIN?".
Payment limit reached
An overview of your limits can be found in your my paysafecard account under the menu item "Limits and Status", or here. Please note that the payment limit is set at 1,000 EUR. The daily transaction limit is 2,000 euros.
Children under 18: Payments blocked on certain websites
Cardholders under the age of 18 are not permitted to make payments with their paysafecard Mastercard at certain online outlets, such as gambling providers or websites containing adult content.
- How do I cancel paysafecard Mastercard?
In order to cancel your paysafecard Mastercard, please send an email with the following information:
- The email address of the my paysafecard account with which your paysafecard Mastercard is associated,
- as well as your first and last names
to the following email address info@paysafecard.com.
If there is still credit on your paysafecard Mastercard, we recommend that you spend it first. Alternatively, we can transfer the remaining credit to your bank account. Please note that there will be a refund fee of EUR 7.50 for this.
Please give us the following information for this purpose:
- your bank details including IBAN, BIC, bank name and account holder (the details of the account holder must match the data in my paysafecard).
- What do I do if I lose my card or it is stolen?
If you lose your paysafecard Mastercard or it is stolen, please immediately phone the hotline to have it cancelled.
The hotline is available under:
- free national hotline: 00800 9862 9862
- International hotline: 0044 20 3026 0210 (charges vary depending on your landline or mobile phone tariff).
- Is paysafecard Mastercard also available to minors?
paysafecard Mastercard is available to anyone aged 16 and over. Users younger than 18 must have their identity verified and have the consent of a parent or legal guardian to order paysafecard Mastercard Youth Card.
- Identity verification: Upload a copy of an official form of photographic ID to confirm your identity.
- Download and print out the parental consent form and have it signed by a parent or legal guardian. Then upload the form along with a copy of your parent’s or legal guardian’s photo ID (front and back) to your my paysafecard account. Please ensure that the signature of your parent or legal guardian is clearly legible.
Once your documents have been verified, you will be informed by e-mail and will then be able to activate your paysafecard Mastercard Youth Card. More information on the ordering process is available here.
- What does it mean if a paysafecard Mastercard transaction is reserved ("Pending transaction")?
Every transaction is initially reserved on your card. If the balance of the card is sufficient, the reservation is successfully completed and this amount is deducted by the online shop or store. If the reserved amount is not deducted by the online shop, it is automatically released again after 15 days.
If you wish for a reserved amount to be released sooner, please contact the online shop directly.
- What do I do if I have forgotten my paysafecard Mastercard PIN for offline payments?
Your paysafecard Mastercard meets all essential security standards. Paying in shops, restaurants or hotels requires you to enter your paysafecard Mastercard PIN for offline payments. You also have to enter your PIN to make cash withdrawals. For this reason, please make sure you know your PIN and never share it with a third party.
If forget your PIN, you can request a new PIN via your my paysafecard account at any time. To do so, please click on “Forgotten your PIN” in the “paysafecard Mastercard” section, verify that your mobile number is correct and click on “Request PIN”.
Please note: It may take some minutes for a new PIN to be sent.
- What fees are there for topping up paysafecard Mastercard?
The following fees apply to paysafecard Mastercard:
Annual fee
The initial annual fee of 9,90 EUR is deducted from your my paysafecard account when you order paysafecard Mastercard. After one year, this annual fee is deducted again from your account.
Top-up fee and top-up limit
Each time you top up your paysafecard Mastercard, a top-up fee of 4% of the top-up amount is charged. You can transfer a maximum of 1,000 EUR per day onto your paysafecard Mastercard (minimum: €1.00).
Here is an example as reference:
If you top up your paysafecard Mastercard by €25, a top-up fee of 4% of the top-up amount is charged. In this case, it would be €1. This means that €25 is credited to your card and €26 is deducted from your my paysafecard account.
Cash machine withdrawals (national and international)
3% (minimum €3.50) fee for ATM cash withdrawals.
Currency conversion fee
2% fee for payments in foreign currencies (is applied when currency of the payment differs from the currency that the my paysafecard account is held in).
Card replacement fee (loss, theft, damage)
In the event that your card is lost, stolen or damaged, you can have a new paysafecard Mastercard issued. The issuing fee for the replacement card is €5. This amount is deducted directly from the balance of your paysafecard Mastercard.
- What limits are placed on paysafecard Mastercard?
Limits for adult card
Maximum card balance: 5,000 EUR
Maximum daily top-up limit1): 1,000 EUR
Maximum monthly top-up limit2): 5,000 EUR
Maximum annual top-up limit3): 50,000 EUR
Single transaction limit: 1,000 EUR
Daily transaction limit: 2,000 EUR
Single ATM cash withdrawal limit: 400 EUR
Daily ATM cash withdrawal limit: 400 EUR
Monthly ATM cash withdrawal limit: 1,000 EUR
Limits for youth card:
Maximum card balance: 1,000 EUR
Maximum daily top-up limit: 1,000 EUR
Maximum monthly top-up limit: 2,000 EUR
Maximum annual top-up limit: 24,000 EUR
Single transaction limit: 1,000 EUR
Daily transaction limit: 1,000 EUR
Single ATM cash withdrawal limit: 400 EUR
Daily ATM cash withdrawal limit: 400 EUR
Monthly ATM cash withdrawal limit: 1,000 EUR
1) Applies to one calendar day (00:00 - 24:00)
2) Applies to one calendar month (e.g. 1 Jan - 31 Jan)
3) Applies to one year from order date
paysafecard Mastercard®
Do you have any questions?
If you can't find the answer to your question, please contact the paysafecard service team.