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Security and Privacy

Introducing Lara: paysafecard’s Virtual Assistant

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Lara is the latest and most innovative addition to the paysafecard Help Team – she is an interactive virtual assistant and is there to chat with you 24/7 on our Help page when you click the Ask Lara a question button at the bottom right corner of your screen. You can now also start a chat when you log into your myPaysafe and navigate to the Support Center.

What can Lara help you with?

Lara can understand short sentences in several languages and help you with various topics, for example:

  • guide you through the upgrade process and advise you on the documents we may need;
  • answer questions about payment options: what options we support, how to top up, fees and timeframes specific to your myPaysafe;
  • help you with rejected payments or blocked myPaysafe/paysafecard/paysafecard Mastercard;
  • guide you through the myPaysafe navigation by playing short videos;
  • transfer you to a live chat with an agent or recommend the best channel to contact us, if she’s unable to help you.

Lara won't be able to perform any in-account actions for you, such as changing your address or phone number, but she'll give you instructions on how to update your data right away.

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.

What about your security?

When chatting with Lara, don't input any personal data, including your address, e-mail, password, customer ID, transaction ID, or any bank account or credit/debit card details, unless asked specifically for authentication purposes. If Lara recognizes this type of data, she’ll automatically obfuscate it. Interactions with Lara are protected by the same privacy and security features applied on the paysafecard website.

What’s next for Lara?

Lara is getting better every day as she learns from chatting with you, the feedback you give her at the end of your conversation, and the new topics we’re training her on. Stay tuned as Lara keeps learning how to help you with requests even more specific to your own myPaysafe.

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