If you need support team, you can send an email to:
In the app, click on the ‘Cards’ icon to see the virtual Paywiser card. Click on it to open the Card Details. For security reasons, the card details are masked, so you must enter a password/biometry to authenticate the request. By clicking on ‘Card Details – Show’ details are displayed.
To activate the virtual card, click on the 'Activate card' button in the mobile app.
A click on the ‘Cards’ icon in the mobile app will display a virtual Paywiser card. Clicking on ‘Order physical card’ requires you to enter a password/biometry. The option to order a physical card is displayed. A form will appear for you to enter your details and the address of the recipient of the card.
Delivery of the physical Paywiser card may take a week or two, depending on the delivery location. Once the physical Paywiser card has been received, indicate that in the mobile app by clicking on ‘Receive physical cards’.
It is mandatory that the first transaction is carried out at an ATM or at the point of sale where you insert the card into the slot of the POS terminal and enter the PIN.
Contactless payment is automatically activated at the first mandatory purchase by inserting the card into the slot of the POS terminal and entering the PIN.
It is a way of using the card where you do not need to insert the card into the slot of the POS terminal at the point of sale, but just bring the card closer to the device. Contactless cards work on the basis of NFC technology (Near Field Communication), which means that a small chip in the card transmits all the necessary data to the POS terminal via a small antenna.
If the point of sale does not allow contactless payment, use your contactless card by inserting or swiping it through the POS terminal at the till as you would with a standard Mastercard.
In general, contactless payments can be declined for the following reasons:
he card's personal identification number PIN code is a 6-digit number that each user chooses for his/her card and uses it to confirm payment or withdraw cash, both with a physical card. Regarding the setting, see the question 13. Is the PIN code of the card already set?
Before using the physical card, you need to set the 6-digit PIN of your card. The procedure is described in the question 14. Where can I set or change my PIN in the mobile application?
Click on the ‘Cards’ icon in the mobile app to see the virtual Paywiser card. Click on ‘Change Card PIN’ requires you to enter a password/biometrically identify yourself to be offered the option to change your PIN. Enter the desired new PIN twice and press ‘Reset’.
If you enter the wrong PIN number at the ATM or POS terminal, the purchase process will not continue until you enter the correct PIN number. For security reasons, after three incorrect entries, the card will be temporarily locked and its further use at the ATM and POS terminal will be prevented. The card will be active again the next day (just after midnight) when you perform the desired transaction again by entering the correct PIN code.
If you want to temporarily disable card payments, you can temporarily lock your card in the mobile app. Click on the ‘Cards’ icon to display a virtual Paywiser card. Click on ‘Lock card’ to enter a password/identify yourself biometrically to be offered the option to ‘Lock your card’. You will also need to enter a reason or a short comment and validate the procedure. The process to re-enable payment is described in the question 17. How do I un-lock my Paywiser card?
If you want to re-enable payments with your Paywiser card, you can un-lock your card in the mobile app. Click on the ‘Cards’ icon to see the virtual Paywiser card. Click on ‘Unlock card’, enter your password/biometry and select the option to ‘Unlock the card’.
If you want to permanently disable payments with your Paywiser card, you can block it in the mobile app. By clicking on the ‘Cards’ icon, a virtual Paywiser card will appear. Click on ‘Block card’, enter your password/biometry and select the option to ‘Block the card’. You will also need to enter a reason or a short comment in 'Brief description'.
A permanently blocked Paywiser card cannot be enabled again. If you want a Paywiser card, you need to order a new card by sending your request to us at info.eu@paywiser.com.
To prevent payment processing and further usage of the card should be LOCKED (‘Lock card’) as soon as possible. When a card is lost or stolen, or you can’t find, for security reasons:
If you no longer want to use the card, you can remove it in the mobile application. By clicking on the 'Cards' icon, a virtual Paywiser card is displayed. After clicking on 'Remove Card', enter your password / identify yourself biometrically, to be offered the option to remove the card.
You should be aware that by removing the card, you do not block the card!
We suggest that you block the card in the mobile application if you will no longer use it.
You can check your balance in the mobile app under the ‘Accounts’ icon.
There are several reasons why a payment could be declined. The most common decline reasons:
The Acquirers and Issuers are usually the two entities who are able to decline a transaction.
Paywiser cards support 3D Secure (also known as 3DS). If a Merchant triggers the 3DS check for an online payment, a window will pop up on the merchant website asking you to verify the payment and you'll receive a push notification to your Paywiser app. Open your app and you'll be prompted with a 5 min timer to confirm the transaction to complete the payment.
When you add a new card to a payment service like PayPal, Google or Apple Pay, or simply make an online payment, the payment processor will sometimes initiate a test transaction to verify your card details. This means that your account is not charged as a result of this verification. We’ll mark transactions like these as ‘Card Verification’ in your app, so you know why they’ve happened.
If you don't know why you were charged by a particular Merchant, follow these steps to check if you could have been charged correctly based on your previous payments:
First try to resolve the issue with the Merchant. If you have already attempted to resolve the issue with the Merchant, but they did not respond or have refused to provide a refund for the charges, you can initiate a chargeback dispute by contacting our Paywiser support team at info.eu@paywiser.com, who will provide you with further instructions.
ATM provider. To protect your money, please LOCK the card immediately and try to contact the ATM Provider/Bank to inquire if they can retrieve the card /Bank. If you do not receive your card shortly, we recommend you BLOCK the card and order a new one.
If you enter the wrong PIN number at the ATM or POS terminal, the purchase process will not continue until you enter the correct PIN number. For security reasons, after three incorrect entries, the card will be temporarily locked and its further use at the ATM and POS terminal will be prevented. The card will be active again the next day (just after midnight) when you perform the desired transaction again by entering the correct PIN code.
Your withdrawal limit from the ATM is set at a max 250 Eur in the last 24 hours and at a total Sum of max 2.000 Eur in the last 30 days.
An increase of your daily withdrawal limit is unfortunately currently not available
A Refund refers to the process of returning money to a you or providing a reimbursement for your previous payment. It typically occurs when you are not satisfied with a product or service, or when there has been an error in billing or overpayment.
Yes, if the card has been deactivated (or blocked), the card can still receive refunds.
A refund generally takes some days to reach us from the date it was posted by the merchant. Once received, it appears on your Account marked as ‘a Credit’. If even after some time your refund has not appeared on your Account, there are a few things you can do:
As the chargeback is a last resort and tends to take some time to resolve, you should only ask for a chargeback after you’ve exhausted all the other options to solve the issue by contacting the Merchant as an example, as described in the question 27. I was not supposed to be charged by a specific Merchant. What should I do?
The rules under which a chargeback can be raised are set by Mastercard and the dispute takes place between you (being represented by us as the issuer of your card) and the Merchant, so it is very important that you provide all the relevant information you can to speed up the process and maximise the likelihood your submission will be successful.
I case you want to request a Chargeback, please contact our support team info.eu@paywiser.com
Our team will:
Chargeback outcome: if the Merchant accepts your claim, you'll be automatically refunded. If the Merchant rejects your claim, we may ask for more information to assess if we can continue the Chargeback. Unfortunately, we cannot speed the Chargeback process up, as the process is defined by Mastercard, but we’ll give you updates via email on how your Chargeback is progressing.
Please note that there is no guarantee that we can get your money back through the chargeback process, even with evidence you provide.
The terms 'chargeback', 'refund' and 'reversal' are often confused and conflated, yet they have specific meaning:
You do not initiate a Reversal, since the Reversal is initiated by the Merchant in an attempt to undo or cancel the authorization or expired without any capture of funds.
If you shared your personal data with unauthorised Individuals, or you believe your personal details were compromised, please follow the instructions described in question 42. How to report a Fraud?
If you believe you have made or noticed a fraudulent transfer or a suspicious transaction, or if you encountered issues with its delivery or service, or you suspect that your account or card is at risk, please proceed as per our instruction bellow: