What to do if my card is lost or stolen?
First of all, you need to block it immediately. Please go to your “Wallets”, choose the card’s wallet and point the mouse cursor on your lost/stolen card. Then press “Freeze card” to block it temporarily, or press “Manage card” to close your card permanently with the “Close card” button. Please, enter your 2FA Code in a popup window to confirm.
You can unfreeze the card at any time, just tap “Unfreeze card” and enter your 2FA Code.
I do not have access to the mobile number that is linked to the card, what should I do?
If you lost the access to your mobile number which was linked to the card, please send us a photo of you holding both simultaneously your passport and letter with the date, your signature and the following request to change the mobile number associated with your account:
“I, ‘name’, would like to change the mobile number of the main user from ‘old phone number’ to ‘new phone number’ .”
After we receive the mentioned photo, we will change your mobile number and will notify you about that.
How to order a card?
To order a card, you need to login into your account. On the top of the Dashboard, you will see the yellow button “Order a card” - please click on it. In the newly opened window, select an already created wallet for a new card, or create a new one with a custom name. Next, you need to choose the type of card from the following three options: Physical, Virtual or Disposable.
If you would like to get a Physical card, you will need to specify your name and surname, contact phone number, delivery address and delivery method. After that, please press “Payment” on the bottom.
On the next step, please choose a wallet that will be used to charge you for the card and create a Static password for it according to the requirements stated above the Password field.
For a Virtual card, you also should choose a wallet that will be used to charge you for the card and create a Static password for it. Please note that the card can only be ordered by EEA residents.
For creating a Disposable card you need to repeat the same steps as for a Virtual Card.
How to change my card’s PIN code?
Please note that in order to change the PIN code, your card must first be activated. For card activation instruction, please press here.
To change your PIN code, please point the mouse cursor onto your card, click on the yellow button “Show details” and enter your 2FA Code in the newly opened window. Now, follow the “PIN” section in the “Card details” and enter your new PIN code in the “Change PIN” line. Please note that the PIN code should not have all of the same digits. To activate your new PIN, you need to carry out an operation at an ATM (e.g. check the balance).
Please bear in mind that setting the new PIN code can take up to 5 minutes.