WARNING : We have recently come across several misleading advertisements (falsely representing the Paywiser Group) posted on various Social Media platforms offering products which are crypto-related or otherwise equipped with crypto functionalities (eg. Top-Up). In light of the confusion caused, we hereby CONFIRM that the Paywiser Group DO NOT offer any such products to the customers and we are NOT associated with any firm which provides crypto-related products or service. If you are contacted by someone claiming to be a representative of Paywiser or otherwise receive messages bearing our logo offering any crypto-related products, please do NOT respond or provide any of your personal data or assets to such party under any circumstances.

Warning to Fraudsters : The management of Paywiser will not hesitate to take legal actions against any firms or individuals who are falsely representing us. Actions which cause damage to the reputation of Paywiser will be thoroughly investigated and escalated to the relevant law enforcement agencies for their handling as appropriate.


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Check the answers to most frequent questions


Paywiser Card

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  • for the obligations arising from the business with that card, the holder is charged on the day of the transaction, which enables easy management of financial resources;
  • it enables cashless payment of goods and services at points-of-sale via POS terminals marked with Mastercard and purchases on the internet;
  • it allows you to withdraw cash;
  • the Cardholder can top-up the card multiple times through a payment account that is provided to the user at the same time the card is issued;
  • allows the Cardholder to shop online securely (3D Secure);
  • the card allows contactless payments at points-of-sale with POS terminals marked with a sign for contactless business;
  • a 6-digit PIN for card transactions has some advantages, e.g., better security: a longer PIN has more possible combinations, which means it's safer to use.

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:

  • Card was not activated with chip and PIN prior to making a contactless payment. Please, see the question 8. How do I activate contactless payment?
  • Terminal does not support contactless payments. Please double-check that the terminal you are paying at supports contactless payments
  • contactless payments can also get declined due to connection issue.
  • if your physical card has been damaged or has worn out, you can order a replacement card.

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 [email protected].

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:

  1. temporarily LOCK the Card within the application;
  2. in case you find the card in some secure environment where there was no possibility for anyone to access the card details, you can activate the card by performing an UNLOCK within the application. The procedure how to unlock the card, is described in the point 17. How do I un-lock my Paywiser card;
  3. once you have checked everywhere it could potentially be and still haven't found it, you should request the permanent BLOCK of the card and the issuance of a new card within the application.

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:

  • Lack of funds: the cardholder is missing funds and should top-up it's account.
  • Transaction rules: e.g., shop type, amount limit, payment time range, transaction type.
  • Risk engine: the transaction has been detected as "fraudulent".
  • Card status: card lost / stolen / locked.

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:

  • if you don't recognise the Merchant’s name, please open the 'Transactions' list and search it there. This will show if there were any payments made to them in the past and might help you recall the Merchant. If you've made any transactions to this Merchant in the past, this means your card details were provided to them, and they might be charging you by mistake. We would advise you to contact the Merchant to understand what might be happening.
  • if you previously linked the card, but you never bought anything (Free Trial, Subscriptions, etc), please contact the Merchant to find out if this charge could be a mistake on their side;
  • if you still do not recognize the transaction, please contact Paywiser support team at [email protected] and temporary lock your card. The procedure how to lock your card is described in the question 16. How do I temporarily disable (lock) card 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 [email protected], 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

  • Merchant error: sometimes, Merchants may initiate an authorization by mistake or encounter technical issues that lead to a reversal. It could be a result of human error, system glitches, or connectivity problems.
  • Time limit exceeded: authorizations typically have a time limit during which the Merchant must capture the funds. If the Merchant doesn't complete the transaction within the specified timeframe, the authorization may automatically be reversed
  • PRE-authorization hold: some businesses, such as hotels or rental car agencies, may place a pre-authorization hold on your card to ensure sufficient funds are available. Once the final transaction amount is determined, the hold is reversed, and the actual charge is applied.

  • Contact the Merchant: reach out to the Merchant directly to request a refund. You can typically find their contact information on the receipt or on their website. Provide them with details such as the date of the transaction, the amount charged, and the reason for the refund request. It's advisable to do this as soon as possible after the transaction.
  • If the Merchant is unresponsive, unwilling to provide a refund, or if you believe the charge was unauthorized or fraudulent, you can contact Paywiser support on [email protected] to inform us of the situation and request assistance in disputing the charge.

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:

  • check with the Merchant: sometimes Merchants make mistakes, so check that they are using the correct card and expiry date.
  • in case the Merchant does not respond: contact Paywiser support on [email protected]. If the Merchant is not responding to your request or is refusing to honour a valid refund request, contact us so that one of our agents can help you.

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 [email protected]

Our team will:

  • review your submission. When you submit a dispute to us we first review your submission to make sure we understand your situation and have everything needed to get your money back.
  • raise Chargeback. Once our review is complete, we’ll raise a Chargeback for your case, asking the Merchant for a Refund for your transactions through a formal process defined by Mastercard. We’ll send all the information you give us to the Merchant to prove that you were charged incorrectly. In the event your case does not meet the criteria set within MasterCard rules, we will not be able to submit a chargeback request.

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:

  • a Chargeback is a return of funds to a customer's card account after they dispute a card payment on their statement. The Card issuer creates a formal dispute (raised by the customer) and requests a refund from the Merchant. It can take a few days to several months to dispute a chargeback, it depends on the Merchant's refund and return policy;
  • a Refund is a Merchant's voluntary repayment of a sum of money to the Customer and is generally the result of a direct resolution between the Customer and the Merchant, with no need for involvement from any other party;
  • a Reversal revokes a previous transaction. Merchants must process a payment reversal if they don't receive an authorization response or if a card transaction is subsequently voided or cancelled.

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:

  • for CARD:
    • temporary LOCK your card inside the Paywiser Application as described in the question 14. How do I temporarily disable (lock) card payments?
    • verify If any of your family members accidentally used the card and if not, inquire the merchant about the specifics of the transaction;
    • if still have no clarification, immediately get in touch with Paywiser support team by sending an e-mail to [email protected] and notify us about the potential fraudulent transfer or the risk to your card. Our support team will provide you with further information on how to proceed.
  • for ACCOUNT:
    If you believe you've made a transfer to a fraudster as part of a scam, or you suspect that your account has been subject to fraudulent activity, please:
    • immediately contact our support team on [email protected] and notify us of the fraudulent transaction, including the source of the fraud (e.g., the name of the account or organization you sent the payment to);
    • report the incident to the police.

  1. We will never ask you for your APP or PW account credentials, card PIN, or any passwords!
    Paywiser does not offer account support via social media, or through any partner agency.
    If someone claiming to be from Paywiser and asks for any of these, end any type of communication with this person and inform us straight away by sending an e-mail to [email protected].
  2. Be aware of how fraudsters may contact you. We know that criminals are:
    • using websites to offer fake services
    • using email addresses or other contacts that look official but are not
  3. Be aware of the tricks they might use:
    1. the criminals try to make you believe that they can offer you something very easily, or the offer they provide seems too good to be true.
    2. they ask you for money, particularly if they ask you for cash or to pay using insecure payment methods.
    3. they ask for your bank account or credit card details, or confidential information.
    4. they demand secrecy or try to force you to act immediately.
    5. the website might not look professional (badly written or designed) or does not include any information about the organization.
    6. you are asked to reply to a free email account such as Hotmail, Yahoo Mail, or Gmail which may also contain poor grammar and spelling.
  4. If you are suspicious:
    • do not give out any personal information or confirm that any personal information they have is correct!
    • do not pay them any money, not even using electronic vouchers!
  5. Always use the most recent version of the app (download via Apple App Store or Google Play Store).