How can we help you?

My physical card isn’t working. What should I do?

If you have an unsuccessful attempt to make a POS payment or withdraw cash, we suggest checking in the app if there was a declined transaction. You can find more information about this here.

In case the transaction doesn’t show in the app or the payment device showed an error that your card can’t be read, we suggest using another method (contactless or chip and PIN). You can also check if your card works on another POS terminal.

If your card is still not working, you should contact our Customer Support Team and provide more information about your issue. If the card is considered defective, we’ll replace it for free.

Just keep in mind that if the card isn’t working due to other reasons caused by the user (e.g. the card was broken, scratched, washed, etc.), we won’t be able to replace it for free and you’ll have to order a new one.