Most frequently asked questions

1. I receive the following error message when I try to pay: Your balance is insufficient to pay the outstanding amount. It's possible that one or more of your PINs have been frozen. Please use additional PINs to complete your payment. What do I do?

   Please send a legible copy of your paysafecard to info@paysafecard.com. The paysafecard service team will look into this matter.

2. What does "processing" mean? And how long does a payment remain in "processing"?

   Once you click on "Pay" in the payment panel, the transaction amount is sent to the online shop. The transaction amount is usually available in the online shop after a couple of minutes.

   In exceptional cases, such as the result of technical problems, your payment cannot be completed and the transaction amount will be credited back to you (the amount will be available to you again within a couple of minutes).

3. What do I do when a transaction has been made with my paysafecard PIN that I did not instigate?

   Please send a legible copy of the front and back of your paysafecard to info@paysafecard.com.. The paysafecard service team will verify if this is the result of a technical error.

4. I have been locked out of my computer and I receive a notification demanding a payment using paysafecard to regain access to it. What do I do?

   Important: If you have received such a notification to regain access to your computer, this is a scam! paysafecard is never used by the police or any government authority as a payment method. The fact that you have received this message on your computer means that it has been infected by a virus. Never enter a paysafecard PIN in an attempt to regain access to your computer! Your computer will remain infected by the virus even after you enter a paysafecard PIN and you will simply lose the balance of the paysafecard PIN. Please contact a computer specialist in order to remove the virus. Further information on the subject of security can be found here.

   If you have already bought paysafecard and entered the PIN in the relevant field in the affected computer, please contact our customer service team. Please note: It is only possible to freeze the paysafecard PIN if it hasn't already been used by those behind the scam.

   If the complete balance of your paysafecard PIN has already been used, we will be unable to refund or replace it. In this case, we highly recommend you contact the police to file a report. We are happy to answer any questions from the police at the e-mail address antifraud@paysafecard.com.