Frequently Asked Questions

Introduction
WHAT IS PAY.COM?

PAY.COM is a digital wallet service that provides you with one or more virtual prepaid MasterCard(s)™. You can access this account on the PAY.COM mobile phone application or by visiting our website at www.pay.com. You can use the card for shopping online, and because it’s prepaid, you’ll never risk spending more than you have. You can also purchase a physical card to use with your account when spending in a store, online or at an ATM. You can have Euro or British Pounds Sterling account. You can also have both. There are a range of additional features you can use to help manage your money such as checking your latest transactions and sending money to friends on PAY.COM.

HOW MUCH DOES IT COST?

There is no cost for creating a virtual card, but you must either lodge a small amount of money or order a physical card before you can spend money. Please note that fees and limits apply to the card. For more information click on Fees and Limits.

WHAT IS THE DIFFERENCE BETWEEN THE VIRTUAL AND PHYSICAL CARD?

Your virtual card is created online after registration and can only be used for online transactions or payments made over the phone. You must order a PAY.COM physical card to make in-store payments or withdraw cash from ATMs. The physical card can also be used online and over the phone. It will take 5 to 10 working days for this card to arrive to your registered home address. For more information on this, please see the section 'Obtaining a Physical Card'.

REGISTRATION
How do I sign up?

You can register via the mobile app or by visiting www.pay.com. All you have to do is provide a few personal details and choose your preferred currency. Your account will then be created with your prepaid virtual MasterCard. It’s as easy as that!

CAN I USE THE SAME MOBILE NUMBER OR EMAIL ADDRESS TWICE?

You can’t have more than one account with PAY.COM. This account can include British Pounds Sterling and Euro physical and virtual cards. If you don’t already have an account, but are having trouble registering, please contact support@pay.com.

WHAT CURRENCIES DOES PAY.COM SUPPORT?

PAY.COM currently supports British Pounds Sterling and Euro currency accounts. You can select the currency when you create the account and add another currency later.

I SELECTED EURO FOR MY CURRENCY AT REGISTRATION. CAN I ALSO OPEN A STERLING ACCOUNT (OR VICE VERSA)?

Once you have registered, you can also open a Sterling account. If you are using the website, just click on Manage Currency menu and select the Sterling option. Once you confirm that you would like a Sterling account, we will create a virtual Sterling account for you. If you are using the mobile application, go to My Account and select My Personal Details. You will then be able to set your preferred currency. Once this account has been created, you will be able to purchase a Sterling physical card. The same process can be followed if you created a Sterling account at registration and you want to apply for Euro account.

DO MY STERLING AND EURO ACCOUNTS SHARE THE SAME BALANCE?

No, your Sterling card and Euro card have different balances. You must top up the accounts separately for the currency of your preference. You can transfer money between the two accounts using the ‘Send Money’ feature. For more information on transferring money please see the section ‘Sending Money’.

MOBILE VERIFICATION
WHY DO I HAVE TO VERIFY MY MOBILE NUMBER?

We have to make sure that the number you have entered is correct. Once your number is confirmed, you’ll be able to continue to complete registration and add money to your account.

HOW DOES IT WORK?

During step 2 of registration we will attempt to verify the mobile phone number that you provided. We will send you a four digit code via SMS, which we request that you enter when prompted. If this is successful, you’ll be able to proceed to the next step of your registration. If you have entered the code incorrectly, you will be prompted to try the process again.

WHY DIDN’T I RECEIVE THE VERIFICATION CODE VIA SMS?

If it has been more than 2 minutes and you still haven’t received your verification code, click on the ‘Resend’ button on your screen. If you have pressed Resend and the SMS has still not arrived, please check that you have provided the correct mobile phone number. If you are still having trouble, please contact support@pay.com.

FORGOTTEN PASSWORD
WHAT SHOULD I DO IF I FORGET MY PASSWORD?

You can request a temporary password by clicking on ‘I forgot my password’ on the login page. You will need to enter your mobile telephone number to receive a 4 digit code via SMS. Once you’ve verified the SMS code correctly, you will be asked to create a new password for your account.

WHEN WILL I RECEIVE THE SMS WITH MY TEMPORARY PASSWORD?

You should receive the SMS within two minutes. If you have been waiting longer than two minutes, click on the Resend button. If you still have not received the SMS, please contact Customer Support at support@pay.com.

WHY IS MY NEW PASSWORD NOT BEING ACCEPTED?

Please make sure your new password is between 8 and 22 characters long. It must contain at least one uppercase letter, one lowercase letter, one digit and one special character such as: '.!£$€%&^()-_+=;:@~#,./?{}[]".

HOW DO I ADD MONEY TO MY ACCOUNT? ADDING MONEY WITH A CREDIT OR DEBIT CARD
HOW DOES IT WORK?

You can top up your PAY.COM account using a debit or credit card. Your card details must be verified before they are saved to your account. In order to verify your card, we will deduct €1/£1 from your card which will be added to your PAY.COM balance (please see below for more information regarding verification). You can save a maximum of three debit and/or credit cards at any one time. When you top up, you can pick which card you would like to use for the particular transaction. For more information, please see the Table of Fees and Limits.

HOW DO I ADD A CARD TO MY ACCOUNT?

To add a card to your account you need to login via your PAY.COM app or by visiting www.pay.com. You can then click on the ‘Top Up’ menu, where you will find the ‘Card Top Up’ option. Here you will be able to register a credit/debit card to top up your PAY.COM account. Once you have supplied your card details, we will deduct €1/£1 in order to verify your card. When verification is completed, your card will be saved and we will add the amount that we charged to your PAY.COM account balance.

WHY HAVE I NOT RECEIVED MY REFUND FROM THE VERIFICATION TRANSACTION?

If you delete your card before it has been verified, you will need to contact Customer Support to have the verification transaction refunded.

WHY CAN’T I ADD ANOTHER CARD TO MY ACCOUNT?

You can have a maximum of three cards to your account. If you already have three cards (including any saved cards or cards awaiting verification) and want to add a new card, you will need to delete one of the existing cards.

HOW DO I TOP UP USING ONE OF MY SAVED CARDS?

To top up with a saved card, login to your account via the PAY.COM app or by visiting www.pay.com. Once you have logged in, click on the Top Up menu and select Card Top Up option. Simply enter the amount you wish to top up your account with and select the card you want to use. You will be taken to your bank’s page to confirm your 3D Secure password. Once the verification has taken place, we will credit the money to your account. SafeCharge is not responsible for the content of or operation of third party websites.

What is 3D Secure?

3D Secure is an extra security measure put in place by banks and merchants for online credit and debit card transactions. It is also known as MasterCard SecureCode or Verified by Visa. It’s similar to using a PIN for card payments at a store or restaurant. 3D Secure requires you to provide an extra piece of information to complete an online transaction. This is applied to reduce the risk of online fraud. If you are unsure whether or not your card is enabled for 3D Secure transactions, you should contact your card issuer.

WHY WAS MY TOP UP NOT SUCCESSFUL?

If your top up was unsuccessful, you may have reached your daily top up limit. Please check the Table of Fees and Limits for more information. If you have not exceeded the relevant limit, please contact Customer Support. You may wish to contact your bank and check if the transaction was declined.

HOW DO I TOP UP MY ACCOUNT? ADDING MONEY WITH A BANK TRANSFER
HOW DOES IT WORK?

You can transfer money from your bank account to your PAY.COM account. You can do this by contacting your own bank or by accessing your online banking facility and transferring to the bank details below.

To transfer money to your Euro account:

BANK NAME: BARCLAYS BANK PLC

RECIPIENT NAME: PAY.COM

IBAN: IE88BARC99021242853113

BIC: BARCIE2D

To transfer money to your Sterling account:

BANK NAME: BARCLAYS BANK PLC

RECIPIENT NAME: PAY.COM

IBAN: GB54BARC20364383279995

BIC: BARCGB22

Important: You need to quote your 16 digit Customer Number in the payment reference field to ensure the money gets applied to the correct PAY.COM account. This number can be found on the back of your card.

WHICH CUSTOMER NUMBER DO I USE?

Use the Customer Number from the currency account that you would like top up. You can give the Customer Number on the back of your virtual card or your physical card. As they share the same balance, you can choose whichever you prefer. If you have both a Sterling and a Euro account, then you need to ensure you provide the correct Customer Number for the account you wish to top up.

HOW LONG DOES IT TAKE?

It can take 5 to 10 working days for the money to reach your PAY.COM account.

WHY HAS MY ACCOUNT BALANCE NOT INCREASED YET?

If the money has not reached your account more than 10 working days after the transaction, you should contact Customer Support by emailing your query to support@pay.com.

WHAT HAPPENS IF I DIDN’T PUT IN MY CUSTOMER NUMBER CORRECTLY?

If you did not add your Customer Number as the reference for the payment, or if it has been entered incorrectly, the money will not be transferred into your PAY.COM account and it will automatically return to your bank account approximately 12 – 15 working days after you attempted to make the transfer.

INCREASING THE LIMIT
WHAT IS THE LIMIT ON MY ACCOUNT?

We are required by law to place certain limits on your account. If you would like to conduct transactions in excess of €2,500.00 /£2,000.00 in a calendar year, or if you want to redeem more than €1,000.00/£700.00 a year, you need to provide with photographic identification and two forms of proof of residential address.

HOW DO I INCREASE MY LIMIT?

In order to upgrade, please provide us with
(i) copies of an official identity card or passport, and;
(ii) any two of the following documents:

  • one or more separate utility bill(s) (e.g. one electricity, and one water bill);
  • a bank statement that was issued in the last six months, two statements from separate banks are acceptable;
  • a house insurance certificate, municipal tax bill issued in the last year as evidence of your residential address.

Please send these using the Jumio facility in PAY.COM. If for some reason you are unable to provide the documents online you can post certified true copies of the identification document and original forms of proof of address to the address below:

PAY.COM Customer Support
Care of SafeCharge Limited
115L,
Tsarigradsko shosse Blvd.,
Building C,
Sofia 1784,
Bulgaria

WHAT IS A CERTIFIED TRUE COPY?

A certified copy is a certified copy is a copy of a document that has been marked with an original statement that states that it is a true copy of the original document. This must include the name, position/office, landline contact number, and signature of the certifier. The certification must be dated. We cannot accept a print out of online utility bills.

Below you can find examples of persons that can certify your documents:

  • Police officers
  • Practising Chartered and Certified Public Accountants
  • Notary Public / Practising Solicitors and Barristers
  • Embassy/Consular Staff
  • Mid and senior staff of regulated financial institutions
  • Justices of the peace
  • Commissioners of Oaths
    • Please note that we cannot accept documents which haven’t been provided in accordance with instructions above.

HOW TO SPEND WITH YOUR PAY.COM ACCOUNT
HOW DO I SHOP ONLINE WITH MY PAY.COM ACCOUNT?

It couldn’t be easier to shop online. All you need is your 16 digit MasterCard number, the expiry date and the CVC2 code. You can access this information by viewing the card while logged into your account. To get the CVC2 code you simply need to tap the card (or click on it with your mouse). Be sure that you select ‘MasterCard’ as the card type when you are making a payment online.

CAN I USE MY PAY.COM ACCOUNT TO SHOP IN STORES?

Yes, you can use a physical card to shop in stores and at the Point of Sale. For more information on this, please see the section ‘Obtaining a Physical Card’. Once you have the physical card, you can use it to make physical or Chip and PIN purchases in-store or anywhere else where MasterCards are accepted.

DOES IT COST ANYTHING TO SPEND MONEY WITH MY PAY.COM ACCOUNT?

A transaction fee is applied to any purchase made with your PAY.COM account. Also, if the transaction is in a foreign currency, it will be subject to a foreign exchange fee charged on the total amount of the purchase. To view these fees, please see Fees and Limits.

IS THERE A LIMIT TO WHAT I CAN SPEND?

Different limits apply to the different cards available from PAY.COM. For more information please click here.

TRANSACTIONS
WHY WASN’T MY TRANSACTION SUCCESSFUL?

There could be a number of reasons why a transaction failed. For example, there might not be sufficient funds in the account, the card may have expired or the correct CVC2 may not have been entered. The merchant may have their own restrictions in place, which may also lead to a declined transaction. To find out why a transaction was declined, please contact Customer Support by emailing your query to support@pay.com.

WHAT SHOULD I DO IF THERE’S A TRANSACTION ON MY TRANSACTION HISTORY THAT I DON’T RECOGNISE?

If you do not recognise a transaction on your account, try to contact the company who accepted the payment to find out more. If you are unable to resolve your query with the merchant, you can contact support@pay.com. If you feel your account details have been compromised, you must immediately cancel your cards and reset your password. If you lost your physical card, you can cancel it on the app, online or by contacting support@pay.com. To learn more about this, please view the ‘Lost and Stolen’ section.

WHY IS MY TRANSACTION INCOMPLETE?

If a transaction is showing as incomplete or pending, this indicates that the merchant has requested the funds but hasn’t completed the transaction yet. Funds to the value of the payment are temporarily blocked for the merchant. Once the transaction has been processed, the transaction will be marked as complete and the funds will be transferred to the merchant. If the transaction is not processed, then it will be declined and the funds will be released back to your account automatically after 10 days.

WHY HAS MY REFUND NOT APPEARED ON MY BALANCE?

It can take up to 10 days for a refund to be processed. If the funds have not returned to your account within 10 days, please contact the merchant or Customer Support at support@pay.com.

WHY IS MY TRANSACTION FEE HIGHER THAN USUAL?

Certain types of merchants require a temporary security fee on their purchases to ensure the correct payment is being processed. Hotels, car rental agencies, automated petrol stations, cruise lines and payments made in different currencies are all subject to this additional fee. In these cases, we will reserve additional funds to prevent transactions that might exceed the value of available funds, while you are waiting for the payment to be processed. Once the payment has been authorised, this extra fee will be returned to your account immediately. Depending on the merchant, this amount will either be a flat amount or a percentage of the full price. For more information, you can contact support@pay.com.

SENDING MONEY
HOW DO I TRANSFER MONEY FROM MY ACCOUNT TO SOMEONE ELSE’S?

Transferring money to another PAY.COM user is quick and easy. You can transfer money by logging in to the mobile application or by visiting www.pay.com. You can then proceed to ‘Send Money’ and enter the amount you’d like to transfer.

There are three ways to select a recipient:

  • Enter their mobile number
  • Select someone from your favourites’ list
  • Select someone from your saved phonebook contacts (available on mobile only)

Once you have selected your recipient and entered the amount, you can complete the transfer.

CAN I TRANSFER MONEY TO SOMEONE ELSE IF THEIR ACCOUNT IS IN A DIFFERENT CURRENCY TO MY OWN?

Yes, you can. The beneficiary will be sent the converted amount according to an exchange rate that will be shown in the Transaction History. Fees and Limits apply.

CAN I TRANSFER MONEY BETWEEN MY EURO AND MY STERLING ACCOUNT?

Yes, you can. Instead of entering in a mobile number or selecting a contact, you can just select the option of ‘My Other PAY.COM Account’. The funds will be transferred at the prevailing exchange rate and a fee will be applied.

WHY DID MY TRANSFER FAIL?

If you don’t have enough money in your account, you will not be able to complete a transfer. Also, please bear in mind there is a transfer fee. For more information see our Table of Fees and Limits. If you’re within your limits and all the information you’ve used is correct, please contact our Customer Support team at support@pay.com.

HOW MUCH DOES IT COST TO SEND MONEY?

Please check the transfer fee in the Table of Fees and Limits.

WHAT’S THE PERSONAL MESSAGE FEATURE?

If you wish, you can add a memo with your transfer. There are two fields where you can type your message. One is a message for you, which appears in your Transaction History under the heading ‘Description’. The other is a message to the recipient, which will appear in their Transaction History. These messages can be a maximum of 35 characters in length.

MY PERSONAL DETAILS
WHY DO YOU NEED TO SAVE MY PERSONAL DETAILS?

You can view or change your mobile number and email address any time by proceeding to My Account and selecting My Personal Details. If you change your mobile number, you will be asked to verify your new number so we can make sure it is correct. (For more information, see the section on ‘Mobile Verification’). If your new mobile number is not verified, our system will retain your previous number. If you need to change your home address, please contact our Customer Support team at support@pay.com.

HOW DO I CHANGE THE DEFAULT CURRENCY ON MY ACCOUNT?

If you have both Euro and Sterling account, you can proceed to ‘My Account’ in order to change the default currency on your account. For example, if your account displays your Sterling card details when you login, you can change this so that your Euro card details will be displayed instead. You will always be taken to your default account when you log in.

HOW DO I CHANGE MY NAME OR DATE OF BIRTH?

If you need to change your name or date of birth, please contact our Customer Support team by emailing your query to support@pay.com. Please note that we cannot change the name on an account into another person’s name, we can only correct any errors which were made during registration. Any changes would need to be verified with reference to an original or certified true copy of a suitable official document.

HOW DO I CHANGE MY PASSWORD?

To change your password, please proceed to My Account and select Change My Password. You will be prompted to answer the security question that you provided when creating your account. If you provide the correct answer, you can then create a new password. Please make sure your new password is between 8 to 22 characters and contains at least one uppercase letter, one lowercase letter, one digit and one special character such as: '.!£$€%&^()-_+=;:@~#,./?{}[]".

I CAN’T REMEMBER THE ANSWER TO MY SECURITY QUESTION. WHAT CAN I DO?

Don’t worry, all you need to do is contact Customer Support by emailing your query to support@pay.com and they will be able to assist you.

HOW DO I CLOSE MY ACCOUNT

To close your account please contact our Customer Support team by emailing your request to support@pay.com.

SEND MONEY TO MY BANK ACCOUNT
HOW DO I DO THIS?

If you wish to send money to your bank account, please proceed to Send Money section when you are logged into your account. You will need to provide your IBAN (International Bank Account Number), BIC (Bank Identifier Code), Bank name and Receiver name. All of these details can be found either on your bank statement or by contacting your own bank. Once you have provided your bank details, you can transfer the full balance or part of your balance to your bank account.

HOW DO I CHANGE MY BANK DETAILS?

Before you confirm your transfer, you will see "Edit" option beside your bank details. Select this option if you would like to change your bank details.

HOW MUCH DOES THIS COST?

To find out how much the transfer will cost, please check the Table of Fees and Limits.

HOW LONG DOES IT TAKE?

If there are no unsettled transactions on the account, the balance will be removed once the redemption has been requested. The money will arrive to your bank account 5 to 10 working days after the redemption has been requested.

WHY HAS MY MONEY STILL NOT ARRIVED?

If your money has not arrived to your bank account and you have waited more than 10 working days, please contact our Customer Support team by emailing your query to support@pay.com. Please check your bank details are correct and inform Customer Support if there was an error.

OBTAINING A PHYSICAL CARD
WHAT IS THE PHYSICAL CARD?

The physical card is a plastic prepaid card, which can be used to pay in shops, restaurants or anywhere else where MasterCard is accepted. You can also withdraw money from ATMs. You can purchase your card online and we will deliver it to your registered home address. You will find the option to order your card under the physical card menu. To find the cost of ordering a physical card, please see the Table of Fees and Limits.

WHAT ARE NEAR FIELD COMMUNICATION (NFC) TRANSACTIONS?

NFC transactions allow you to pay for items without entering a PIN. You can avail of this feature at any Point of Sale terminals with the NFC feature. To use your physical card, just hold your card against the terminal to authorise the payment. You can only make physical transactions for payments under certain amounts. From time to time, the terminal will request that you enter your PIN even for the NFC transaction. This is to protect your account from fraud.

HOW LONG DOES THE CARD TAKE TO ARRIVE?

It can take up to 5 to 10 working days for your card to arrive.

HOW DO I ACTIVATE MY CARD?

You can activate your card by using the PAY.COM app or by logging into your account online. Once logged in, use the option to activate your card under the physical card menu. You will need to enter your 16 digit Customer Number, which is on the back of the card to complete the activation.

HOW DO I GET MY PIN?

Once your card is activated, the option ‘Display PIN’ will appear under the physical card menu. You will be required to answer the security question you provided when setting up your account. When the correct answer is provided, your PIN will be displayed to you. Please memorise your PIN and keep it secure. For security reasons our Customer Support team do not have access to your PIN. However if you are having trouble, they will assist you in retrieving it.

CAN I USE MY PHYSICAL CARD AT AN ATM?

Yes, you can. However, you will need your PIN before you can do this. Fees and Limits apply. To view a full list of the Fees and Limits, please click here.

HOW DO I CHANGE MY PIN?

You can change your PIN number at most ATM machines. If the option is available, you will see it after you enter your original PIN.

WHAT HAPPENS IF MY PIN IS BLOCKED?

When you enter your PIN incorrectly three times, it will be blocked. If you block your PIN in store, you can unblock it at an ATM. If your PIN is blocked at an ATM, please contact customer support at support@pay.com.

HOW MUCH DOES A PHYSICAL CARD COST?

Please see the card purchase fee in the Table of Fees and Limits.

WHEN DOES THE CARD EXPIRE?

The date displayed on the front of your card shows the month and year the card will expire.

ARE ANY OTHER TAXES APPLICABLE TO MY ACCOUNT?

Some jurisdictions tax financial cards. These fees will be applied by us as appropriate.

LOST AND STOLEN
I LOST MY CARD. HOW CAN I CANCEL OR REPLACE IT?

If you lose your physical card, you can cancel it via the app or on our website. Once logged in, you will need to proceed to the physical card menu and select the option to cancel. This will immediately cancel the card. You will then be given the option to order a replacement card. If you are encountering problems taking any of these steps, you can always contact Customer Support to cancel and replace your card.

MY CARD DETAILS HAVE BEEN COMPROMISED. WHAT SHOULD I DO?

If your card details have been compromised, you must cancel your card online. For more information, please see above for cancelling and replacing your card. If your virtual card details have been compromised, you can replace it under the Manage Currency section. Once you confirm the replacement, you will see that a new card has been created for you straight away and the account balance has been transferred to your new virtual card. If there have been any unauthorised transactions on your account, please contact Customer Support by emailing to support@pay.com. They can investigate your claim by raising a dispute on your behalf with MasterCard. Please contact us as soon as possible as a dispute must be raised within 120 days from the date of the transaction. Please refer to the Terms and Conditions for important information on this point.

IS THERE A COST FOR THE REPLACEMENT CARD?

Yes, you must pay a fee to replace your physical card. Please check the card replacement fee in the Table of Fees and Limits.

I LOST MY PHONE. WILL THIS AFFECT MY PAY.COM ACCOUNT?

Losing your phone should not affect your PAY.COM account. We do not store account information on your device and you are automatically logged out of your account when you are not using the app. However, if you are concerned that your card details are compromised, please log in to the website and cancel your card or contact Customer Support by emailing your query to support@pay.com.