Help
  • Warning: If you receive a message like the one described above to unlock your computer, this is a fraud attempt! paysafecard is not used as a payment method by the police or other authorities. It is therefore likely that your computer has been infected with a virus. Never enter a paysafecard prepaid code to unlock your computer! Because even after entering a 16-digit code, your computer will still be infected with the virus and you will have lost the credit of your paysafecard prepaid code. To remove the virus, it is best to consult a computer specialist. You can find more information on the topic of security here.

    If you have already purchased a paysafecard prepaid code and entered the 16-digit code in the corresponding field in your locked computer, you can still block the paysafecard prepaid code using this online form. Alternatively, you can also call our 1-877-638-6920 and use the PIN block function by pressing button 1 on your phone. Please note: The blocking can only take place if the credit of the paysafecard prepaid code has not been used up by the fraudsters.

    If the entire value of your paysafecard prepaid code has already been used up, a refund or replacement of the money is not possible. In this case, we strongly recommend that you go to the police and file a report. We can be contacted for questions from the investigating authorities via the following e-mail address: antifraud@paysafecard.com.

  • Beware of fraudulent phishing emails that contain suspicious links or attachments (.exe, .rar, .zip, etc.) and that ask you to pay any bills with paysafecard prepaid codes. If you have received such a suspicious e-mail, we recommend that you do not click any links, do not open any attached files, do not follow the request to pay with paysafecard, and instead delete the e-mail.

    Important: If you have already opened the attachment of such an e-mail or clicked on a link, you should contact a computer specialist immediately to have your computer checked for malware.

    If you have already purchased a paysafecard and passed on the paysafecard prepaid code to settle a fraudulent invoice, please call our service hotline immediately on 1-877-638-6920 and use the paysafecard prepaid code blocking function by pressing button 1 on your phone.

    Please note: your paysafecard prepaid code can only be blocked if the paysafecard had not yet been used by the fraudsters. If the entire value of your paysafecard prepaid code has already been used up, a refund or replacement of the money is not possible.

    In this case, we strongly recommend that you go to the police and file a report. We can be contacted for any questions from the investigating authorities via the following e-mail address: antifraud@paysafecard.com.

  • If you have blocked your paysafecard in time, a refund of your paysafecard credit to your bank account is possible. You can find information on requesting a refund here.

  • Enter the 16-digit code in the balance check. If your paysafecard prepaid code has been successfully blocked, you will receive the following message: "An error has occurred. Please contact the paysafecard Service Team". This means that no further payment with this 16-digit code is possible.

  • If you suspect that your 16-digit code has been used without your permission, you can protect your remaining credit by blocking it here.

    If you suspect that you have become a victim of fraud, you should contact the police immediately; we can provide the police with all of the relevant information.

    If none of these scenarios apply to you, please contact us at info@paysafecard.com and attach a legible copy of your paysafecard prepaid code. Don't forget: Keep your 16-digit paysafecard code safe and do not pass it on to unauthorised third parties.

  • Unfortunately, we cannot take any responsibility in this case. We recommend that you only use paysafecard in authorised online shops and that you report the incident to the police. We can be contacted for questions from the investigating authorities via the following e-mail address: antifraud@paysafecard.com.

    This is how you recognise an authorised paysafecard online shop:

    • The web address of the payment window starts with "https://customer.cc.at.paysafecard.com".
    • The security certificate was issued to "customer.cc.at.paysafecard.com". You can check that by clicking on the "padlock" symbol next to or in the input bar of your browser.

    If you are unsure whether a website is trustworthy, please contact the paysafecard service team. We will be glad to check for you whether the website is an authorised paysafecard acceptance site before you make the payment.

    You can find more information on security issues relating to paysafecard here.