Refund paysafecard balance
Refunds via the paysafecard service team
We are of course able to refund your paysafecard. To proceed, provide the below listed details by submitting a ticket via our dedicated contact form:
- Your current residential address: street, postal code, city and country
- A bank statement, or a screenshot from your online banking showing:
- Your full name as the bank account holder;
- Bank’s name;
- Your full bank account details - IBAN/bank account number; BIC/bank code.
- Please, provide a front and back photo of your valid identity document such as an identity card, driving license or passport.
Ensure all personal details confirming your identity are visible. If your myPaysafe account is verified, this step is not required for you.
A refund takes up to eleven working days.
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.
What are proof of income/source of wealth documents?
paysafecard, like all financial services, is subject to regulations designed to protect our customers and our business. We have an obligation to prove that any funds used by our customers have been acquired by legitimate means. This is why, when you reach certain transaction volumes, we may request you to provide us with evidence that confirms the source(s) of your financial income.
What documents do I need to submit?
You’ll need to submit documents which help us identify and support your source of financial income for the funds you transfer using our digital payment systems, such as:
- Savings from salary, inheritance, or gifts – pay slips for the last 3 months, official letter from your employer, certificate of inheritance, tax return certificate etc.
- Gambling or investment – evidence of winnings or trading profits, investment portfolio (showing dividends) etc.
- Sale of property or company – bank or credit card statement which covers the transactional activity for the last 3 months, audited financial statement, bill of sale etc.
What are the requirements for these documents?
- Bank and card statements – your names and bank account number should be visible; card statements should show only the first six and last four digits of your card number due to PCI/DSS requirements; the document should contain visible incoming transactions with identifiable source.
- Pay slips, letters from employer, contracts – should be signed and stamped, and your names should be visible.
- Screenshots supporting your gambling or investment activity – should not be cropped; the website URL should be visible; should show your registered details on the website, your transaction history, bets/trading history and/or profit/loss statement.
- We don't accept documents uploaded on cloud-based platforms or download links. Please submit your documents as a *.jpg, *.jpeg, *.bmp, *.png or *.pdf file.
I'm concerned about my privacy/I don’t want to submit such documents. What will happen to my account/money?
Verification is mandatory as paysafecard is obligated to be compliant with regulatory requirements. If you don't provide the requested documentation within the specified timeframe, this may result in service interruptions or administration fees.
The information you provide will be used only to confirm that the source of funds is legitimate and legally obtained. It will be treated with strict confidence, examined only by authorized personnel, and will also be treated in accordance with our Privacy Policy.