Suspicion of fraud

1. 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 call our hotline immediately. The paysafecard hotline number can be found here. 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.

2. I was able to freeze my paysafecard PIN in time. How do I get my money back?

   If you managed to freeze your paysafecard in time, it is possible to receive a refund of its balance to your bank account. For more information on how to request a refund, please click here.

3. How do I check to see if my paysafecard PIN has been successfully frozen?

   Enter the 16-digit paysafecard PIN in our Check Balance service. If your paysafecard PIN has been frozen, you will receive the message: "An error has occurred. Please contact the paysafecard service team." This means that this PIN cannot be used to make any further payments.

4. 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.

5. What do I do if I have used a paysafecard PIN at an unauthorised online shop?

   In such a case we are unable to take any responsibility. We recommend only using paysafecard at authorised online shops and to report this incident to the police. We are available to answer any questions the authorities may have at antifraud@paysafecard.com.

   In order to be sure that you are using paysafecard at an authorised online shop, look for it in our acceptance points overview.

   You can find more information on security questions about paysafecard here.