paysafecard Mastercard®

1. 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 14 and 20 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.

2. I have not received my paysafecard Mastercard. What should I do?

   Please be advised that delivery of the paysafecard Mastercard can take up to 20 working days (or longer in rare cases).

   If you have not received your paysafecard Mastercard in the mail within 20 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.

3. 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 4 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 email 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 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 EUR 2,000.

   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.

   Other possible causes

   • Make sure that all pop-ups/ad-blockers that run on your browser are deactivated. These may restrict the opening of the additional ID verification / 3D Secure page.
   • Do not close the tab or window before the payment is completed.
   • If you are asked to confirm your identity, please follow the instructions on the screen. You can find notes on troubleshooting here.
   • Make sure that you enter the code that you received via SMS for a 3D Secure payment correctly.
   • If your card is blocked, you will not be able to make payments.
4. 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).
5. 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).
6. 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.

7. 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.

8. 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.

9. 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.

10. 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

11. What is Mastercard ID Check and how does it work?

     

    Mastercard Identity Check, also referred to as 3D Secure, protects you from fraud when shopping online. It is automatically activated when you activate your paysafecard Mastercard card in the paysafecard account. No additional passwords are required.

    When paying on a website that uses 3D Secure you will see a page asking you to confirm your identity. If you choose to identify with the paysafecard app we will send you a push notification:

    1. Open the paysafecard app on your smartphone
    2. Confirm the payment by tapping “Allow” on the notification screen.
    3. Once you have confirmed the payment, go back to the website.

    You should see a confirmation of your successful purchase within a few moments.

    If you prefer, you can choose to receive a code by text message (SMS) instead to your registered mobile number, which you must enter to confirm the payment.

    Note: 3D Secure confirmation happens before the payment is made, meaning your payment could still be declined after you confirm it in the app or via code, for any of the usual reasons payments get declined, such as insufficient balance, blocked card, etc.

12. I did not receive the Push notification/SMS to confirm the payment.

    Here are a few troubleshooting tips.

    Push notification:

    • A stable internet connection is required.
    • If you are using an iOS device, ensure Do Not Disturb mode is turned off.
    • Make sure to activate the Notifications in the paysafecard app under Settings.
    • If you still do not receive a push message, please login to your my paysafecard account and choose the “Reactivate two-factor authentication” option during login or connect your smartphone again using the “Connect new device” function under Account then Security menu.

    SMS:

    • If you are in a region where mobile network coverage is not guaranteed, you may not receive the SMS code or receive it with delay.
    • If the masked mobile number displayed on the ID Check page does not match with your current number, login to your paysafecard account and update the mobile number under the Settings page.

    If you are still experiencing issues, please, wait a few minutes and try again.