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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 PIN to unlock your computer! Because even after entering a 16-digit PIN, your computer will still be infected with the virus and you will have lost the PIN credit of your paysafecard. 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 and entered the 16-digit PIN in the corresponding field in your locked computer, you can still block the paysafecard PIN using this online form. Please note: The blocking can only take place if the PIN credit of the paysafecard has not yet been used up by the fraudsters.
If the entire value of your paysafecard PIN 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 PINs. 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.
Please note: your paysafecard PIN can only be blocked if the paysafecard had not yet been used by the fraudsters. If the entire value of your paysafecard PIN 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 PIN credit to your bank account is possible. You can find information on requesting a refund here.
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.
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.
The security of your paysafecard account (myPaysafe) has highest priority, so keep the access data to your account secret and do not disclose your credentials to anyone.
You should also ensure that only you have access to your email address since your email address may be used to reset your password.
Regardless of whether you are using a public computer, your own PC or your smartphone, you should always ensure that the login data for your paysafecard account (myPaysafe) are not stored by the browser, cached or otherwise recorded.
In case of emergency, you can always request your account to be blocked. To do so, please follow this link: https://www.paysafecard.com/en/security/lock-account/.
If you suspect that there was a payment made through your paysafecard account (myPaysafe) without your authorization, please check if one of the following reasons may be true in your case:
- Note that if you previously provided your credentials to someone, they may have been saved and used again for recurring payments.
- We kindly ask you to check with the related online shop if you have any active payment subscription that automatically deducts a certain amount from your account.
- Please be aware that if there was a payment made with a paysafecard prior to it being topped up in your account, this transaction will be also included in the transaction history in your account.
- Kindly note that in the transaction history, the name of an online shop may differ from the name by which the online shop is known to you. To check whether this is the case, please refer to the online shop’s imprint to see the online shop’s registered entity name.
If none of the above points apply in your case or if you need further assistance, please contact us at https://www.paysafecard.com/en/support/contact-us.
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.