paysafecard’s Additional Support Programme
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 into 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).
Which organisations support customers at risk?
Mental Health conditions, including depression and anxiety
Mind provides advice and support to anyone experiencing mental health problems.
Website: mind.org.uk
Email: info@mind.org.uk
Samaritans provides 24/7 support for anyone who’s struggling to cope.
Website: samaritans.org
Email: jo@samaritans.org
Self-help app: selfhelp.samaritans.org
Sane provides emotional support and information to anyone affected by mental illness.
Website: sane.org.uk
The NHS has many resources outlining the symptoms and feelings common with mental health problems.
Website: nhs.uk/mental-health/feelings-symptoms-behaviours/feelings-and-symptoms
Mental Health Ireland is the longest-established mental health charity in Ireland supporting individuals with mental health challenges.
Website: mentalhealthireland.ie
Email: info@mentalhealthireland.ie
Serious long-term illnesses and physical disabilities
Macmillan is a cancer support organisation offering a range of services and advice.
Website: macmillan.org.uk
The People Hub is a charity working to empower people with long-term health conditions and disabilities through knowledge sharing.
Website: peoplehub.org.uk
Email: hello@peoplehub.org.uk
Scope provides information and emotional support to disabled people.
Website: scope.org.uk
Email: helpline@scope.org.uk
Hearing impairment
Royal National Institute for Deaf People (RNID) provides information and support for deaf people and those with hearing loss or tinnitus.
Website: rnid.org.uk
Email: contact@rnid.org.uk
Webform, Webchat and Video call using BSL available
Irish Deaf Society seeks to promote the equality and rights of deaf people in Ireland.
Website: irishdeafsociety.ie
The National Charity for Deafness and Hearing Loss supports individuals across Ireland through their care, technology, advice and information services.
Website: chime.ie
Email: info@chime.ie
Visual impairment
Royal National Institute of Blind People (RNIB) is one of the UK’s leading sight loss charities offering help and support to blind and partially sighted people.
Website: rnib.org.uk
NCBI provides support to blind or vision-impaired people throughout Ireland offering information, relevant technology and innovative programmes to assist individuals in education, the workplace and wider society.
Website: ncbi.ie
Webform available
Social isolation
WaveLength gifts lonely individuals living in poverty with media technology including radios, televisions, and tablet computers.
Website: wavelength.org.uk
Email: info@wavelength.org.uk
British Red Cross provides local support services, workshops and resources to help people understand and overcome living with loneliness.
Website: redcross.org.uk/get-help/get-help-with-loneliness
The Silver Line operates a confidential, free helpline for older people across the UK to offer friendship, conversation and support 24/7/365.
Website: thesilverline.org.uk
Age related support
Age UK’s Advice Line provides older individuals with advice and support across money and legal, care and support, health and wellbeing, and work and learning. They also offer weekly friendship calls to help beat loneliness.
Website: ageuk.org.uk/
Webform and Webchat available
Age Action Ireland provides practical programmes to support older people to live full, independent lives through their Care and Repair, Information Service and Computer Training initiatives.
Website: ageaction.ie
Email: info@ageaction.ie
Debt and Managing Finances
Money Helper provides free government-backed advice on money and pension choices. They also have a helpful online budget planner.
Website: moneyhelper.org.uk
Webchat available
National Debtline gives free and independent debt advice over the phone and online. They also provide an easy-to-use budget planner.
Website: nationaldebtline.org
Webchat available
Step Change Debt Charity provides free, confidential advice and practical solutions to help people deal with financial debts. Their 60-second debt test indicates if help is needed.
Website: stepchange.org.uk
Payplan offers free debt advice, providing solutions for people with multiple debts.
Website: payplan.com
Domestic Violence or Abuse, including financial abuse
The National Centre for Domestic Violence (NCDV) provides a free and fast emergency injunction service to survivors of domestic violence regardless of their financial circumstances, race, gender or sexual orientation.
Website: ncdv.org.uk
Email: office@ncdv.org.uk
Refuge offers support to women and children experiencing domestic violence.
Website: refuge.org.uk
Homelessness / Home at risk
Shelter offers housing advice, support and legal services to anyone living in poor housing or at risk of eviction, repossession or homelessness in the UK.
Website: shelter.org.uk
Gambling
GamCare is a national provider of free information, advice and support for anyone affected by gambling.
Gamblers Anonymous offers local support group meetings that use the 12-step approach to recovery from addiction.
Website:
Alcohol
Beating Addictions provides information about a range of addictive behaviours and treatments.
Website: beatingaddictions.co.uk
Alcoholics Anonymous provides a helpline and meetings to support anyone with alcohol problems.
Website: alcoholics-anonymous.org.uk
Webchat available
Email: help@aamail.org
Drugs
FRANK offers confidential advice and information about drugs, their effects and the law.
Website: talktofrank.com
Narcotics Anonymous offers support to anyone who wants to stop using drugs.
Website: ukna.org
Bereavement
Cruse Bereavement Care provides free care and bereavement counselling to people going through grief.
Website: cruse.org.uk
Caring responsibilities
Carers UK provides advice and information for carers across a range of issues including benefits, residential care, the Carer’s Act and respite care.
Website: carersuk.org
The Office of the Public Guardian protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finances. They provide information on how to make, register and end a lasting power of attorney.
Website: gov.uk/government/organisations/office-of-the-public-guardian
Asylum Seekers and Refugees
The British Red Cross supports refugees, asylum seekers and vulnerable migrants.
Website: redcross.org.uk/get-help/get-help-as-a-refugee
Learning disabilities
Mencap provides support to individuals with learning disabilities in any area of their life where they need support.
Website: mencap.org.uk
Mind provides support and advice for individuals with learning disabilities.
Website: mind.org.uk
Email: info@mind.org.uk
Turning Point provides support for individuals with learning disabilities.
Website: turning-point.co.uk
Webform available
Inclusion Ireland - The National Association for People with an Intellectual Disability supports individuals with an intellectual disability in Ireland.
Website: www.inclusionireland.ie
Email: info@inclusionireland.ie
Dyslexia
British Dyslexia Association operates a helpline 3 days a week to offer advice and support to individuals with dyslexia.
Website: bdadyslexia.org.uk
Dyslexia Association of Ireland works with and for people affected by dyslexia, by providing information and support services, engaging in advocacy and raising awareness.
Website: dyslexia.ie
Email: info@dyslexia.ie
Autism
National Autistic Society provides support, guidance and advice to individuals on the autism spectrum and their families.
Website: autism.org.uk
Irish Society for Autism supports individuals with autism, raises awareness and promotes education.
Website: autism.ie
Email: admin@autism.ie
Webform available
Digital skills
Good Things Foundation gives people in need digital devices to improve access to jobs and education, improve quality of life and decrease social isolation.
Website: goodthingsfoundation.org