my paysafecard

1. 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.

2. 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.

3. Access to my paysafecard has been disabled for security reasons. How do I reactivate access?

   If access to my paysafecard is disabled for security reasons, you will immediately receive a notification which will take 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=

4. 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.

5. 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.

6. 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.

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

   You can change your password and security question at any time in my paysafecard under menu option My details.

8. 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.
9. 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 "Limits & 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 PIN".

   Does your paysafecard PIN still have funds? Only PINs with funds remaining on them can be added to my paysafecard.
10. 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 1,500 EUR in total 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.

11. 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.

12. How do I cancel my paysafecard?

    To cancel your my paysafecard account, open the "Settings" menu option in your my paysafecard account and then click on the "CLOSE" 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.

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

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

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

    Using my paysafecard is free. The following paysafecard fees continue to apply based on the paysafecard T&Cs:

    • Redemption fee: A refund, as described under 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: For paysafecard PINs there is a service charge of 3 EUR a month, which comes into effect 12 months after purchase. This is deducted from the balance of the paysafecard PIN.
    • 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 of the transaction amount for transactions involving a conversion into a foreign currency. The paysafecard currency converter lets you instantly see the current exchange rate. Simply enter the amount and the currency to convert them.