Frequently Asked Questions

Below you’ll find answers to the questions we get asked most by Account Holders. For any questions that are not covered in this section please contact Customer Service via our Live Chat support or email support@upaycard.com

Exclamation UPayCard is not responsible for the standard phone and data rates from your wireless service provider.

Who issues my pre-paid card
  • My card has / is due to expire – what do I do?
    • Your replacement card is automatically requested, you will find the request on your Profile page.

      If you choose to have a Physical Card, there will be a delivery fee associated. You can choose between standard and courier delivery, details of the type of delivery, timescales and costs can be found on your profile page or on our main web site (please see link above).

  • My card has been Lost / Stolen – what do I do?
    • Firstly contact UPayCard Customer Support – this can be done via email to: support@upaycard.com , through the online chat function or secure mail both from your Profile Page, or by phone.

      On alerting the Customer Support Team that your card has been lost or stolen, we will immediately place a temporary block on your card. This stops any purchases or transfers to or from the card. Once you have confirmed in writing that you wish the card to be marked as permanently lost, we will update the card to be permanently blocked.

  • Do I need to sign any agreement to get a card?
    • Before you request or pay for a card, we provide you with a full copy of the Terms and Conditions. This document explains exactly what you can expect from UPayCard, how your card operates and any usage limits. It will also advise you on any fees associated with the use of the Card. This should be read in full before applying, as you are required to agree to our terms and conditions as part of the application process. Once you have agreed to the terms and conditions you as a consumer are bound by them, as are we as the provider of the service.

  • How do I activate my UPayCard Physical Card?
    • There are two ways to activate your new Physical Card

      1. Method One
        • Go to www.upaycard.com
        • Click on the “Login” link in the top right-hand section of the page.
        • Select the green button labelled “Activate New Card”
        • Complete all the required fields and click “Activate Card”.
      2. Method Two
        • Go to www.upaycard.com
        • Log into your online UPayCard Account with your UserID, Password and Key Code Card.
        • On the Home Page click the text in the middle of the page “Activate Your Card Here”.
        • Enter all the required fields, provide the appropriate Key Code, and click “Activate Card”.
  • I have now Activated my UPayCard Card, how do I get my PIN Code?
    • To get your Card PIN Code

      • Login to your UPayCard Account
      • Navigate to "My Cards"
      • Select the card's link
      • In the Card page, there will be an option to retrieve you PIN Code
      • The PIN Code will be sent in a Message to your UPayCard Message Centre
      • Alternatively, within this page there is an option to create one of your choice
  • How long does it take for my Physical card to be delivered?
    • After your Physical Card has been issued, the standard delivery option might take up to 6 weeks time depending on your address. Card delivery to United Kingdom residents takes up to 2 weeks, and it may take up to 4 weeks to other countries in European Union.

      If you choose Express Shipping option, your card will be processed and delivered within 5 business days. Please be aware that additional fees for Express Shipping are applied.

UPayCard E-Wallet
  • What is the UPayCard eWallet?
    • UPayCard eWallet enables Account Holders to transfer funds to a secure location instead of storing them on the UPayCard Card. Whenever funds are transferred to your eWallet, they may not be spent via your Physical or Virtual Card. This will keep your funds safe if your Virtual Card Account Number is compromised or your Physical Card is lost, stolen or cloned.

      When funds are stored in your UPayCard eWallet, you may continue to utilize most of UPayCard's products and services as you normally would. However, if you want to use any of UPayCard's Card branded products; you will be required to manually transfer funds from your eWallet to the Card.

      For example, if you wish to use your Card to purchase something online, or if you want to use your Card to withdraw funds from an ATM, you must remember to transfer funds to the respective card first.

      You can also choose the option on your Account to have funds on your eWallet automatically transferred to your Card.

      When your eWallet is activated, you will be able to log into your UPayCard Account at any time to manage where your funds are stored by clicking on the "Transfer Money" tab. You may transfer funds to and from your eWallet at any time. You may also automate the movement of funds received or loaded to your eWallet or to your UPayCard Card.

  • How do I transfer money from my UPayCard eWallet to my UPayCard Card?
    • Sign on to your UPayCard Account. Choose the “From Account to Card” option. Enter the amount you want to transfer from your Account to your Card in the indicated fields. Click on “Transfer”. Check the details of your requested transfer. Click “Confirm”. You will see a response that your funds have been transferred.

  • Can I move money from my UPayCard Card back to my UPayCard eWallet?
    • Yes, you can. Sign on to your UPayCard Account. Choose the “From Card to Account” option. Enter the amount you want to transfer from your Card to your Account in the indicated fields. Click on “Transfer”. Check the details of your requested transfer. Click “Confirm”. You will see a response that your funds have been transferred.

  • I have multiple eWallet Accounts with UPayCard, if I want to verify my credit/debit card, which currency do I choose from the dropdown menu
    • Regardless of which currency you choose from the dropdown menu, the verification process will be based on which UPayCard Account is set as your primary Account within your Profile. There are three scenarios that may apply to the verification process:

      1. The Primary Account currency is EUR, the credit/debit card transacts in EUR, and you select EUR from the dropdown menu.
        • When you receive the pending debit on your credit/debit card account, please log into your UPayCard Online Account, enter the currency you originally chose and the pending debit as you see it on your credit/debit card account.
      2. The Primary Account currency is USD, the credit/debit card transacts in EUR, and you select EUR from the dropdown menu.
        • The pending transaction on your credit/debit card account may display €.27 in the transaction log, however, within the descriptor it might read .26USD, in this case you would need to note the .26USD amount. To complete the verification process, please log into your UPayCard Online Account and enter the amount from the transaction description.
      3. The Primary Account currency is EUR, the credit/debit card transacts in EUR, and you select USD from the dropdown menu.
        • UPayCard HIGHLY recommends that you follow the first scenario to prevent potential delays in the verification process.

      If you are unsure of what the Primary Account is within your UPayCard Profile, or want to change the Account that is considered Primary, please navigate to “My Accounts”, the Account number with the small gold flag displayed next to it is the Primary Account. To change the Primary Account, select the Account number you desire to be the Primary Account. At the top of the page will be a link titled “Make primary”. Click this link and follow the required instructions.

Using UPayCard Prepaid Cards
  • Do I always need to enter my PIN when using my UPayCard Card?
    • No, you will be able to sign for a purchase without having to enter your PIN number at merchants that do not participate in the PIN and Chip Program. Please guard your Card carefully since it may be used without a PIN. Some merchants, like fast food restaurants, will not require you to sign for your purchase. These purchases are just as valid as if you had signed the transaction receipt.

CVC2 QUESTIONS
  • What is the CVC2?
    • The CVC2 is a three-digit security code that appears on the back of your card in reverse italic on the right-hand side of the signature panel or in a separate white box near the signature panel. The CVC2 number is used to validate that a genuine card is being used during a transaction.

  • Where can I find my UPayCard Virtual CVC2?
    • Log into your UPayCard Account, navigate to "My Cards". Select the Virtual Card you would like to view. Within this page is a link titled "Show Card Data". This will allow you to view the Virtual Card’s number and CVC2.

General Questions
  • How do I change my UserID?
    • For security reasons, the UserID chosen, or assigned by your Sponsor, at the time of Account Creation cannot be changed. Please take this into consideration when choosing a UserID for your Account.

  • How do I use the Key Code Card?
    • UPayCard participates in a two-part authentication for enhanced Account security. The first step is your password. The second is the Key Code Card. Every Account Holder has a unique set of 120 codes composed of alphanumeric combinations formatted a number 1-120 followed by a set of two letters A-Z.

      When you first sign up for your UPayCard Account, you will receive an email to your registered email address on file with an attached document, which is your own personal Key Code Card. Each code on this card can only be used once and is completely dedicated to your Account and your Account alone. Once you have used 110 codes, UPayCard will send a new email containing a new set of codes.

      It is important to look at both the numbers and letters on the requested code reference, especially when one of the cards is near depletion. If you try to use a code from an old card, you will get an “Invalid Key Code provided” error. In addition, it is important to make sure there are no spaces before or after the entered code in the Key Code field, for example if the code is copy and pasted from the Key Code Card. This will also produce an error.

  • Why do I get the error "Invalid Key Code Provided"?
    • It is important to look at both the numbers and letters on the requested code reference, especially when one of the cards is near depletion. If you try to use a code from an old card, you will get an “Invalid Key Code Provided” error. In addition, it is important to make sure there are no spaces before or after the entered code in the Key Code field, for example if the code is copy and pasted from the Key Code Card. This will also produce an error.

  • How do I close my UPayCard Account?
    • If there are funds on the Account

      • Before We close your UPayCard Account, please make sure to deplete the remaining balance first. You may use your UPayCard Virtual Card to make online purchases.
      • You may also use your UPayCard Physical Card to make both online and store purchases and cash withdrawals at ATMs worldwide. If you do not have a Physical Card and wish to purchase one.
      • Please visit our website, upaycard.com for detailed instructions and for information on other withdrawal options available to you.
      • Once you have depleted the remaining balance, log into your online UPayCard Account, go to the Message Centre and send a message to UPayCard Support with "Request to Close my Account" as the subject line. Enter a brief statement in the message field confirming that you wish to close your Account. Please note that UPayCard will be unable to close your Account without receipt of this confirmation message.

      If there are no funds on the Account

      • Before We close your UPayCard Account, please log into your online UPayCard Account, go to the Message Centre and send a message to UPayCard Support with "Request to Close my Account" as the subject line. Enter a brief statement in the message field confirming that you wish to close your Account. Please note that UPayCard will be unable to close your Account without receipt of this confirmation message.

      Accounts that are closed cannot be reopened.

  • How can I verify my bank account?
    • You can verify your bank account by following the steps below:

      • Navigate to MY PROFILE section of your UPayCard online profile.
      • Select BANK DETAILS option
      • Click on ADD BANK ACCOUNT
      • Fill in your bank account information
      • Navigate to KYC option in MY PROFILE section where document request for your added bank account statement and government issued ID have been created .
      • Upload the requested documentation. It is important that copies uploaded are in a correct format.

      Once the uploaded documentation has been verified by our Risk department you will be able to load and withdraw funds between your UPayCard e-Wallet and your verified bank account. Document verification may take up to 2 business days from the time when the documents are submitted.

      Please note that if you provide us with a fake or doctored ID, you will be blocked from ever having an account with us. We may also, if we think appropriate, notify the authorities of your attempt to use such documents.

  • How safe is my UPayCard Account?
    • UPayCard tkes data protection extremely seriously. This is why your Account access is protected with an encrypted password that is only provided to you. You should never share usernames or passwords. Our second level of security is the KeyCode, again this data is shared with a registered user only. We use these methods to ensure that only you are able to access your UPayCard eWallet Account. Your Account information is stored in our data centre that has obtained PCI-DSS Level 1 compliance, the most stringent possible. Additional information about PCI-DSS can be accessed through the following link: www.pcisecuritystandards.org .

  • How safe are my UPayCard Physical Card and UPayCard Virtual Cards?
    • Your Physical and Virtual Cards are as safe as any Card issued to you by your local bank. UPayCard protects your card information, following the same data security rules and regulations as the banks themselves. When you use your Physical Card at a merchant or an ATM you will be asked to enter your PIN number, which is one of the payment card /financial services industry’s’ most current security methods to ensure that it is you using your card and not someone who does not have your authorisation to use your Physical Card. When you use your Virtual Card at an online merchant, the merchant usually will attempt to identify that it is you making the transaction, usually by asking you to enter the security code on the back of your card to make sure the Virtual Card is in your possession.

  • How secure are my UPayCard transactions?
    • Only you, by accessing the Load Function on our website, can initiate a load transaction. Transactions to load funds to your UPayCard Account from your previously registered and validated personal credit or debit cards are protected through the use of the SecureCode® and the Visa 3D-Secure programmes. You can obtain additional information about these programmes on the Visa websites. Transactions to load funds to your UPayCard Account by wire transfer can only be made from your previously registered and validated bank account.

      Purchases on the Internet using your UPayCard Card usually require you to enter the security code from the back of your physical card or as was provided to you when you obtained your virtual card. This process shows that only you are in possession of your Card information. Additionally, if you do not believe a transaction on your Card was made by you, you can dispute the transaction by following the dispute procedures on our website.

      Purchases at a merchant or withdrawals from an ATM almost always require you to use the PIN that was provided to you when you obtained your Physical Card. This process shows that only you are in possession of your Card. Additionally, if you do not believe a transaction on your Card was made by you, you can dispute the transaction by following the dispute procedures on our website.

  • What is an authorisation
    • An authorisation is the initial part of a sales process whereby a Merchant enquires with an Account Holder's issuing bank to verify: 1) that an Account is valid and 2) whether the Account Holder has enough funds to pay for a transaction. When a Merchant authorises a transaction, it reserves the right to retrieve the amount of money authorised at any time within 30 days of the authorisation date. An authorisation reduces your Open-to-Buy balance (available balance) but the money is not actually deducted from your Account until the Merchant completes the sale.

  • What should I do to protect my information?
    • To ensure security, do not disclose your password, CVC2 number and/or PIN to anyone. At no time will UPayCard Support ask you to divulge Account information. This includes your CVC2 number, your security question, your security answer, your password and your PIN. All security information is intended for use on our secure website only. Exception: Some Internet Merchants will require you to enter your UPayCard Card number, CVC2 and expiration date to complete a transaction.

      Additionally, please remember to do the following:

      • Sign your Physical Card as soon as it is received.
      • If applicable, keep your Virtual Card and CVC2 information in a secure location.
      • Destroy and dispose of receipts, airlines tickets, travel itineraries and anything that displays your card numbers, CVC2 numbers and/or PIN.
      • Memorize your Card PIN. Never write it on the card.
  • I live in France. Why can’t I get a UPayCard Card?
    • The French government has imposed a number of restrictions on Prepaid Card that make us unable to provide French Residents with a Card. We are working on developing a Prepaid Product which meets the rules and restrictions imposed by the French Government.

Account Creation
  • Does UPayCard authenticate its Account Holders?
    • Yes, as a part of UPayCard's ongoing commitment to licensing and processing agreements and government Know Your Customer regulations, We require proof of identification from all of our customers. This includes a current copy of your passport or driving license and a copy of a utility bill that shows your name and your current physical address that is less than four (4) months old. These documents must be legible scanned copies, in colour if possible, and uploaded into our system by using the instructions on our website.

Login/Password Issues
  • Why am I being forced to answer a security question every time I log into my Account?
    • If you are asked to answer your Security Question and re-authorize your computer every time you log into your UPayCard Account, then your browser may be configured to delete your cookies every time you close your browser, or every time you end a session on the Internet. Please modify your browser's settings so that it does not delete cookies from UPayCard. Please reference the "Help" Section in your browser's Menu Bar for exact instructions on how to do this.

  • I forgot my password. What do I do?
    • If you have forgotten your password please follow these steps:

      Go to www.UPayCard.com

      • Click on the “Login” link in the top right-hand section of the page.
      • Under the blue “Login” button, select the “Forgot Password” link.
      • Enter the email address registered with UPayCard and click the “Send new password” button.
      • The password reset link will be sent to the email address on file with UPayCard
      • Make sure to check your SPAM folder if you have not yet received this email
      • Click the link in the email and you will be directed to enter a new password.
      • You will be directed back to the Login Page and can proceed to log into your online UPayCard Account.
Technical Issues
  • I am experiencing technical difficulties. What should I do?
    • When you purchase a meal at a restaurant with your Card, your transaction is authorised for the amount of the meal plus an extra twenty percent of the charge slip price to allow for a potential gratuity. These authorisations are removed from your Account when the Merchant settles the actual amount spent at the restaurant, usually within 7 to 10 days after your visit.

Petrol Stations and Restaurants
  • Why do I have a Eur100 authorisation on my Account when I haven't purchased Eur100 in petrol?
    • When you use your UPayCard Card to make a petrol purchase at the pump, we will authorise your Card for Eur100, as we do not know how much petrol you intend to purchase. These authorisations are removed from your Account when the actual petrol purchase amount is received from the petrol station Merchant, usually within 2 to 4 business days. To prevent this type of authorisation, you may pay with an attendant for a set amount.

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