paysafecard successfully blocked
Enter the 16-digit PIN in the PIN balance check. If your paysafecard PIN 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 PIN is possible.
How does paysafecard support its customers’ needs?
We’re committed to understanding and supporting all our customers, which is why we have introduced our Additional support programme, in compliance with the Financial Conduct Authority (FCA) guidelines.
According to the FCA, vulnerable customers are those who face circumstances that put them at risk if a company doesn’t provide them with the support they need. Many situations may cause a person to identify as vulnerable, but the four main categories include health reasons (mental/physical disability, injury, illness), life events (bereavement, abuse, caring responsibilities), resilience (low or unstable income, debt, unemployment), and capabilities (learning difficulties, low financial knowledge).
Identifying your needs
We let our customers have their say – we’ve sent out a survey to see if our customers are placed in special circumstances and need our additional support.
We also use secure machine learning to flag any potential activities that might correspond with vulnerable situations.
To help our customers avoid any harm when using our products, we regularly evaluate and address the potential risks and impacts of our services whenever we create, update, and distribute our products.
You can opt in to our Additional support programme at any time by logging into your myPaysafe account via web and clicking on the My Profile icon > Personal details > Settings > Additional support programme > Edit; then select all options that apply to your circumstances. You can opt out of the programme at any time by de-selecting all boxes and submitting your changes. We’ll then send you a confirmation email.
Below you will find the most common circumstances and how our Additional support programme addresses them.
Fraud and scam
Helping you protect yourself against fraud and financial crime is extremely important to us.
Fraudsters use various tricks to access your information, such as phishing emails, fake social media ads and online impersonation, to name just a few. Discover how to spot suspicious activity related to your myPaysafe account here, and what to do to keep your money and identity safe online.
Gambling block
Gambling could become a problem if you lose the ability to stop. This is why we have introduced our gambling block feature, which allows you to stop any payments to gambling merchants. Check out our dedicated article to find out more.
Power of attorney
If you’re acting on someone else’s behalf due to death or illness, we’ll support you throughout the process of accessing their account and finances. You can always contact our Customer Support or read our dedicated article to find out more.
Keep in mind that we’ll require certain documents to verify who you are and whether you have permission to act on the account holder’s behalf.
Managing a deceased person’s account
We know losing a loved one is hard, so we aim to make the process as straightforward as possible.
When you’re ready, get in touch with our Customer Support who will talk you through closing the account and where you can find additional support. You can also read our dedicated article for more information.
How we handle your data
The personal information you share helps us provide you with the best possible service and support.
Any information you give us is kept confidential and protected. We won’t share your data with any third parties unless required to do so by law, or in exceptional circumstances to protect your personal interests.
We’ll keep your information for a period in accordance with our retention policies, so we can prove the support we’ve provided to you if the need arises.
See our Privacy Notice for more information on how we process your personal data.
If you need additional support, please check out our dedicated page listing the contact details of local organisations (valid for the United Kingdom and Ireland only).
Gender note: For better readability, the masculine form is used. The personal terms used refer to all genders unless otherwise indicated.
What are the advantages of myPaysafe
myPaysafe is your personal administration tool and can be set up in a few minutes. With myPaysafe, you always have an overview of your credit, and control over your finances. It is only necessary to enter the 16-digit PIN once, if you upload your paysafecard PIN credits to myPaysafe. After that, just pay with your login data - entry of the 16-digit PIN is no longer needed.
In addition, you will benefit from limits higher than $300 per payment.
Our tip: you will get the most out of myPaysafe with the free paysafecard app. Using the practical paysafecard direct function, you can upload your PIN credits in seconds.
I have a question about my personal data/information. What do I do?
For information about how we use your data, please refer to our Privacy Notice where we provide detailed information about our purposes.
In certain circumstances, individuals can exercise their rights in relation to the personal data we hold about them. Such requests are handled on a case-by-case basis depending on the nature of the request and the reasons we hold and process their data.
If you wish to submit a rights request, the simplest way to do this is by completing our dedicated Rights form. Please note, you will be redirected to our Paysafe website to complete this.
Alternatively, please visit our contact page for additional contact options.
When completing the rights form, please ensure you follow each step carefully, including the verification step, to ensure your request is received and dealt with as soon as possible.
myPaysafe Glossary
myPaysafe is a personal PIN administration tool, which helps to store and manage your prepaid PINs. Paying is also easier and faster, you just need your username and password to complete any online purchase.
paysafecard is a physical prepaid voucher. You can buy a paysafecard with different values, and receive a 16-digit PIN, which is then entered to complete your purchase at partner web shops.
paysafecard PIN is the 16-digit number printed on your paysafecard voucher. The 16-digit PIN is used when paying online and is entered at the merchant`s payment page.
Monthly maintenance fee is a fee we deduct from your voucher after a certain inactivity period.
Sales outlets are physical or online stores from which you can purchase a paysafecard.
Scan2Pay is a function in our myPaysafe app. Using your smartphone, you can pay within seconds by scanning a unique QR code. See how it works here.
Unauthorised transaction carried out
If you suspect that your 16-digit PIN 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 PIN. Don't forget: Keep your 16-digit paysafecard PINs safe and do not pass them on to unauthorised third parties.
What is paysafecard direct and how does it work?
paysafecard direct is a function in our paysafecard app. You use it to top up your myPaysafe credits in your nearest sales outlet at lightning speed:
- Generate a barcode using the paysafecard app. In doing this, you can choose between several values.
- Show the barcode in the app at the till and pay on the spot – voilà, your money appears instantly in myPaysafe. PIN entry is no longer necessary.
How to get the best use of Lara?
- Your message should be short and clear.
- Send just one sentence and one message at a time.
- Use the options (buttons) that Lara gives after asking a clarifying question – this helps her give you a more customized answer.
- Say merchant instead of naming a specific website or my bank instead of your bank’s name. Lara is constantly learning but she may not be able to understand what you are referring to if you are being too specific
- Use the terminology that is found across the paysafecard website to make it easier for Lara to understand you from one sentence, when referring to a specific paysafecard feature. For example when speaking about transferring money from your paysafecard to your myPaysafe account, say deposit; when speaking about transferring money from your myPaysafe account to your bank account or say withdrawal.
What's the in-account virtual assistant "Lara"?
Our in-account virtual assistant Lara provides personalized support to paysafecard customers which have questions about login issues, payment problems and many more. To experience the benefits of the in-account virtual assistant, simply log into your myPaysafe account, visit the Support center section, and start a chat with Lara from there.
What are the benefits of using the in-account virtual assistant?
- Personalized assistance: Lara utilizes your account details to deliver customized answers and solutions tailored to your specific inquiry. Whether you encounter issues with blocked accounts, vouchers, your paysafecard Mastercard or other account-related concerns, Lara can identify the root cause and provide instructions to help you resolve the problems swiftly. This streamlines the support process, saving you valuable time and ensuring prompt issue resolution.
- Seamless transaction support: Whether you are making payments or topping up your account, the in-account virtual assistant can identify potential reasons for payment rejections. By pinpointing the specific issue, Lara can offer targeted guidance to help you successfully complete your transactions.