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How does paysafecard support its customers’ needs?

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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 in to 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. To opt out of receiving additional support, you need to de-select the options you previously selected and save the changes. If you're having trouble with these instructions, or you would prefer we support you with this, reach out to our customer care team via the contact channel below.

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 the related articles below 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 reach our Customer Support via the available channel below or read the related articles 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 the related article below for more information.

How we handle your data

The personal information you share with us helps us provide you with the best possible service and support. We understand the data provided can be sensitive, and so we have put measures in place to ensure its confidentiality and protection.

As we rely on your consent to process your sensitive information for this service, you may opt in and/or out at any time. You can do this via your account directly, or by getting in touch with our support team via the contact channel below. We won’t share your data with any third parties unless required to do so by law, or in exceptional circumstances, if we determine it's necessary to protect your personal interests.

We’ll keep your information for a certain period and in accordance with our retention policies. This applies even when you've opted out of the programme, as we may need to prove the support we’ve provided to you. Don’t worry, your data will be stored securely during this time, and access will only be granted on a need-to-know basis. As soon as we no longer need to keep this information for legal reasons, it'll be securely deleted from our systems.

See our Privacy Notice for more information on how we process your personal data, as well as how you can exercise your rights in relation to your personal information.

If you need additional support please check out our dedicated page listing the contact details of local organizations (valid for the United Kingdom and Ireland only).

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