FAQ

Why do I need to verify my identity?

As a financial institution we need to know who you are. We are legally required to verify your identity to upgrade your account to Standard and a full access to the features and services of iCard. Our video ID verification procedure is a legally-compliant remote identification process. It is designed to comply with the latest banking regulations and laws, as well as the Anti Money Laundering (AML) Act.

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How do I verify my identity?

You can verify your identity in a 5-minute informal video chat with one of our friendly operators. They will guide you through the steps during the video call. Make sure you are in a quiet place with a good light and have a valid ID document with you before you start the chat. We will ask you to show the document during the video chat and answer some questions. Before the verification begins, we’ll check whether your internet connection is strong enough. We suggest using Wi-Fi to prevent your call being dropped.

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Why should I upload additional documents?

Some IDs do not state your address, just your identity. To validate the missing information and therefore - your identity, we may ask you to provide us with additional certificates such as a bank statement or utility bill. Please ensure that all the text on the picture is readable and don’t apply partial documents. As soon as our team approves your record you will be able to log in to your iCard account.

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What is a Starter Account?

A Starter account is an iCard account with an access to most of our features and services:
  • • free and instant money transfers between iCard users up to fixed limits;
  • • virtual Mastercard and Visa cards for safe online shopping;
  • • iCard Visa for cash ATM withdrawals up to €100 for a single transaction;
  • • virtual Gift Cards, the unique present for your loved ones, family and friends;
  • • contactless payments with your phone (on NFC-enabled Android phones);
  • • funding via linked card up to fixed limits;

Your Starter iCard account comes with no monthly fees and no minimum balance requirements.
To get a full access and use all our services after reaching your limits, upgrade to a Standard account as you simply verify your identity in a 5-minute video chat.

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What is a Standard Account?

A Standard Account is a type of an iCard account with a full access to the following features and services:
  • • free and instant money transfers between iCard users;
  • • virtual Mastercard and Visa cards for safe online shopping;
  • • Visa debit card for cash withdrawals from ATM;
  • • virtual Gift Cards, the unique present for your loved ones, family and friends;
  • • contactless payments with your phone (on NFC-enabled Android phones);
  • • funding via linked card;
  • • funding via bank transfer;
  • • outgoing bank transfers.

To upgrade from a Starter to a Standard Account, all you need to do is to verify your identity in a 5-minute video with one of our friendly operators.
Your Standard iCard account comes with no monthly fees and no minimum balance requirements.

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How can I add money to my iCard balance?

You can add money to your account:
•   via linked credit/debit card,
•   via bank transfer
•   via transfer from other iCard user within the system.

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I have a debit/credit card. How can I use it to add money to my iCard account?

If you have a debit/credit card you can associate it to your account.
1. Log into your iCard account.
2. Open the Menu.
3. Choose "Stored cards" section.
4. Press the plus button and fill in your card’s details.
5. Press "Next".

Once you have stored your new card the next step will be to verify it. We will charge your bank account with a refundable fee of 1.00 EUR. It will appear on your bank statement with 4-digit security code. Go back to the Stored cards section in your iCard account, tap on your stored card and choose Verify. Enter the 4-digit security code and your card will be verified. After you finish the process and your card is confirmed we will refund the 1.00 EUR fee to your iCard account.
Be sure that once your card gets stored, it’s secured and there is no need to delete it after you fund your account. Depositing funds from your stored card is not automatic and only you can initiate this type of operation.
You can connect up to 5 cards. Once a debit/credit card is associated to your iCard account, it can’t be stored to another iCard account.

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Why do I need to verify my stored card?

We need to verify that you are the card owner. If you don’t verify your linked card, you won’t be able to fund your account from it.

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Where can I find my IBAN and BIC numbers?

Here is how you can find your International Bank Account Number (IBAN) and Bank Identifier Code (BIC or SWIFT) in your iCard account:

1. Go to Account tab.

2. Press the plus button and choose Add money.

3. Go to Bank Transfer tab and you will find information about your IBAN and BIC numbers.

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I forgot my passcode. What should I do?

You can easily restore your login code from iCard. Just tap Forgotten passcode and follow the instructions.

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How can I receive a statement?

If you want to receive a statement for your iCard account, send a request to our Customer Support team at support@icard.com.

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How can I send a bank transfer?

With a Standard iCard account you can make national and cross-border bank transfers.
  1. 1. Go to Account tab.
  2. 2. Press the plus button and choose Transfer to a Bank.
  3. 3. Fill in the required details and choose a currency.

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How long does it take for my bank transfer to be executed?

Processing times for outgoing transfers depend on the type of transfers:
  • • SEPA instant transfer takes 10 seconds to be processed
  • • Standard SEPA transfers take between 1-2 business days
  • • SWIFT transfers take between 3-5 business days

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What is SEPA Instant and how does it work?

SEPA Instant Credit Transfers let you send money across Europe in less than 10 seconds. Make sure that the beneficiary’s bank is a participant in SEPA Instant Credit Transfer Scheme and choose an EUR currency for your transfer. Please use the following list of SEPA Instant Credit Transfer Participants for reference: europeanpaymentscouncil.eu

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How to send money to a mobile number or email?

Use the phone number or email of the recipient and follow the next steps:
  1. 1. Go to Account tab.
  2. 2. Press the plus button and choose Send/Request money.
  3. 3. Fill in the required details and press Send.

The money is received instantly.

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How do I add my loyalty cards in iCard?

iCard allows you to store all your customer loyalty cards, bonus cards or any other type of card with a barcode in your phone. Follow the next steps and never miss out on any loyalty points and discounts:
  1. 1. Go to Wallet tab.
  2. 2. Press the plus button and choose Add Loyalty Card.
  3. 3. Choose from the list of merchants or tap on Other.
  4. 4. Scan or enter manually the card’s barcode. You can also rename the card and take picture of its front and back.
  5. 5. When finished, click on the tick button.

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What is a virtual card?

A virtual card is a digital card for safe online shopping that has only a number and does not have a physical carrier. With this card you rely on the security and protection of your online payments. As per your choice, your virtual card can be freezed or unfreezed and you receive notification to your mobile phone for each payment.
Your iCard account comes with 2 free Virtual Cards – one Mastercard and one Visa. You can add up to 18 more virtual cards at any time in your preferred currency.

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Where can I use my virtual cards?

Our virtual cards can be used in every online store where Mastercard is accepted.

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How can I see my virtual card details?

Choose the virtual card you wish to use and tap on the Pay button. The information is protected with your login code/fingerprint and no one can abuse it.

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How long does it take for my iCard Visa to arrive?

It can take between 3 and 5 days for express delivery by courier. For post deliveries, it takes longer – between 15 and 30 days. The delivery period depends on your destination.

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I received my card. What should I do?

For security reasons your card will be delivered to you not activated. Here is how to activate your card after you have received it:
  1. 1. Log in to your iCard account and go to Wallet tab.
  2. 2. Press the Plus button and choose Add iCard Visa.
  3. 3. Enter the 16-digits number of your card.
  4. 4. You will receive an SMS with your card information.

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I haven’t received my card. What should I do?

If you haven’t received your card within 14 days from the order date, please check the nearest post office or contact us at support@icard.com. However, keep in mind that the delivery time depends on the destination country and the chosen delivery method (post or courier). For post deliveries it may take longer.

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How can I Tap and Pay with my phone?

To start paying with your phone make sure that you have chosen iCard as a default payment app and your NFC is enabled. Once you set it up, you can tap and pay with your phone. To initiate a contactless payment first you need to do one of the following:
Press the Tap and Pay button in Wallet tab
Press the Pay button on the card
Press the Tap and Pay shortcut on the home screen*
Tap the device on the contactless reader
After that all you have to do is to confirm the payment with a passcode or fingerprint and place the phone near to contactless reader (POS).
*Available for Android devices with Android version 7.1 or higher

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How can I send an e-GiftCard?

e-GiftCard is the perfect present for picky family and friends, for avoiding awkward situations, or handling last minute presents! Here is how you can send one:
1. Log in your iCard digital wallet and go to Wallet tab.
2. Press the plus button and choose Send e-GiftCard.
3. Fill in the receiver’s details.
The e-GiftCard will be received instantly. It can be used to checkout anywhere online where Mastercard are accepted and for making contactless payments offline directly from a mobile phone.

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How can I check my Starter account fund balance limit?

Starter accounts are limited in terms of features and the total fund balance must not exceed €250 or the respective currency. Here is how you can check the total you have funded your account so far until you reach your limit:
  1. 1. Log into your iCard account.
  2. 2. Open the Menu.
  3. 3. Choose Limit section.

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Where can I see the Fees for my iCard account?

Here is how to check your Fees:
  1. 1.Log into your iCard account.
  2. 2.Open the Menu.
  3. 3.Choose Fees section.

You can also check the Fees here: https://www.icard.com/en/legals/personal-pricing

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How can I increase my card/account limits?

If you want to increase your limits, send an email to our Customer Support team at support@icard.com and explain the reason why you request higher limits.

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