How to do basic troubleshooting?

If you have difficulties signing up or logging in to myPaysafe, making payments, uploading documents, etc., follow the steps below to resolve common technical issues.

For more detailed instructions on the listed actions, visit the official help pages for your web browser, mobile device, or app. 

General troubleshooting 

• Restart the device or app: Simply close and reopen the problematic browser or app. This is often the quickest fix.
• Check for software updates 
• Web browsers: Google Chrome, , Mozilla Firefox, Microsoft Edge, Safari
• Mobile devices: Check for OS and app updates in the device settings and app stores (e.g., Google Play, App Store).
• Clear cache and cookies
  • Web browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, Safari
  • Mobile devices: Use a storage cleaning app or manually clear cache and data on Android by going to Settings > Apps > (select the app) > Storage > Clear Cache and Clear Data. On iOS devices, reinstall the app to achieve a similar result.
• Ensure you have stable internet connection: Test the loading of other websites or apps. If needed, restart your internet router or modem, or switch mobile data off and on. Call your internet provider if the problem continues.
• Disable any VPN or proxy software: Some browsers, such as Opera, have integrated VPN. Note that using such services is not allowed within paysafecard.
• Disable any extensions or add-ons and turn on pop-ups
  • Web browsers: Turn off your browser’s ad-blocker (Google Chrome, Mozilla Firefox) and any other extensions that may cause disruptions and allow pop-ups (Google Chrome, Mozilla Firefox, Microsoft Edge, Safari). 
  • Mobile devices: Disable or remove any conflicting widgets or apps running and showing on top of other opened apps.
• Switch devices or browsers: Try using a different browser, switch from mobile to desktop (or vice versa), or use incognito browsing mode.

Additional troubleshooting for mobile devices and apps 

• Check app permissions: Ensure the app has all necessary permissions enabled to function properly via your device’s Settings > Apps menu. 
• Troubleshoot battery and performance issues (Android, iOS).
• Uninstall and reinstall the app if nothing else helps.

Advanced troubleshooting

• Check for malware or viruses: Run scans regularly with licensed antivirus software to eliminate potential threats.

Still experiencing issues?

If these steps don't resolve your problem on the paysafecard website or mobile app, contact us providing: 

• Detailed description of the issue
• Screenshots showing full screen (avoid capturing sensitive information like credit/debit card numbers)