Faq of Banking Website

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com
PAYPAL
Frequently Asked Questions (FAQ)
This document provides answers to common technical questions from developers:
� General Developer Questions
� International Developer Questions
� Sandbox Questions
� REST API Questions
� Connect with PayPal Questions
� Mobile SDK Questions
� NVP/SOAP API Questions
General Developer Questions
What's new for developers?
Our updated site gives developers a single location to find the tools,
documentation, and resources you need to build innovative applications.
� REST APIs: We've added REST APIs built on modern, standards-based
technologies such as OAuth and JSON.
� International Support: The REST APIs now support a number of countries and
currencies.
� PayPal Mobile SDKs: We're expanding our mobile SDKs. Customers don't have to
leave your app's environment to make payments. They can click a PayPal button or
scan a credit card using our card.io technology.
� Secure data storage: Our REST APIs securely store credit card details.
� SDK/Code Libraries: SDKs to quick start your integrations in Ruby, Java, C#,
PHP, Python and node.js.
� Connect with PayPal: Integrated login with PayPal to make navigation between
PayPal sites easier.
Why do I need to register on the Developer website if I can access the sandbox site
without logging in to the Developer website?
You must register as a PayPal developer to use the following developer account
features:
� Create a pre-configured test account using the Create Account tool on the
Developer website.
� Enable negative testing for a specific sandbox account.
� Access the REST API test credentials for your developer account (these are
needed to make test calls to the REST APIs).
� Access the REST API Transaction Dashboard.
� Access the sandbox transaction notifications (delivered as email and SMS
messages).
� Access other features offered by the Developer website.
What are PayPal's fees?
Fees vary per country. For Purchase Payments (which include payments processed
using the REST APIs or PayPal Mobile SDK), there are no setup fees or cancellation
fees and volume discounts are available. Also note that your customers are not
charged when they use use PayPal as a payment method. For more details, see PayPal
fees.
I've started receiving payments. When can I withdraw funds from my PayPal account?
US Accounts: When you accept payments using Mobile SDKs and REST APIs, the first
$5,000 that you accept within any 7-day period will go directly into the available
balance of your PayPal account. Additional card payments are available in 7 days.
Non-US Accounts: Login to your PayPal account to view your available funds. Funds
availability rules specific to your country may apply.
Why are certain payments delayed?
Payments are delayed to help ensure a safe environment for both buyers and sellers.
There's a slightly higher risk associated with manually-entered payments because
the card holder and the card don't necessarily have to be there for the transaction
to take place. We want to make sure that you have money in your account to cover
any payment reversals.
Do I have to worry about PCI compliance?
All merchants and developers who process, transmit or store card holder data should
comply with the Payment Card Industry Data Security Standards (PCI DSS).
All PayPal-hosted payment solutions are PCI compliant so using them makes reporting
easier. However, it should be noted that no SDK can be certified as being PCI
compliant. Nor can a mobile app, in and of itself, be PCI compliant. Instead, the
app must be considered as part of a merchant's overall payment infrastructure.
Because of this, a merchant who wishes to assess its PCI compliance after releasing
a payment-taking app will require guidance from a Qualified Security Assessor
(QSA). All PayPal SDKs go through the same PCI-DSS controls as any other PayPal
solution (controls such as secure coding practices, penetration testing, and so
on), information which will help the QSA in their assessment of your application.
If you use our REST APIs for direct card processing, you need to validate your own
site against PCI-DSS, and there may be times when we ask you to show your PCI
compliance.
If you use our PayPal Mobile SDK for direct card processing, you should follow PCI
Mobile Payment Acceptance Security Guidelines.
How do I get my money?
Make sure you add your bank account to your PayPal Business account. Money from
your transactions can be added or removed from the bank account associated with
your PayPal account.
When is my money available?
You can quickly access the first $5000 of card payments that you process in a 7-day
period. Additional card payments will be available after 7 days.
Can I retrieve the history of transactions created with the NVP/SOAP APIs using the
REST API?
Currently, the REST APIs can be used to get history of only those transactions that
were created using the REST APIs. Use the NVP / SOAP TransactionSearch API
operation to retrieve a history of the transactions that were created using the
NVP/SOAP APIs and JavaScript Buttons.
Where can I find PayPal SSL server certificates?
If you need to import new certificates to your application or system key store, you
can click to download them from the following locations:
� PayPal Live Site
� PayPal Sandbox
� Payflow Gateway/Pilot
Who do I contact if I have questions or need support?
Visit Developer Resources.
International Developer Questions
What countries does PayPal support?
The REST API supports a number of countries and currencies. To check REST API
support for direct credit card payments for a US account, see the Account
eligibility page. Direct credit card support in the REST API is available in the UK
if you sign up for a UK Website Payments Pro account.
For countries not yet supported by the REST API, you can use the NVP/SOAP APIs to
accept credit cards and PayPal purchases from over 190 countries that PayPal
supports. Alternatively, integrate with the SDKs that use the NVP/SOAP APIs.
I'm a non-U.S. developer. What products are available to me?
The REST API supports a number of countries and currencies. The REST API provides
simple payment processing for common business needs, including PayPal payments,
direct credit card payments, authorization and capture, and refunds. For more
advanced payment solutions such as parallel and recurring payments, you can use the
NVP/SOAP APIs.
If you've previously used our NVP/SOAP APIs, you can continue to use them. Using
your old sandbox email address and password, you can import existing sandbox
accounts on the Sandbox Accounts page.
Sandbox questions
I'm already using PayPal APIs in the old version of the sandbox. How does the site
redesign affect me?
Create a PayPal account if you don't already have one. If you're happy with your
integration with PayPal, nothing has to change. You can import your sandbox
accounts and continue to use NVP/SOAP APIs.
You can start using the new REST APIs any time. As we add more REST APIs, we'll
provide migration tools and documentation to help you make the most of them.
Where are my old sandbox accounts?
We have your sandbox accounts. After you log in, you can import them on the Sandbox
Accounts page by using your old sandbox login email and password.
Keep in mind that you can only import sandbox accounts once to a single PayPal
account. Make sure you import to the PayPal account that you want to use for
development.
Do I use the old credit card test numbers for testing in the sandbox?
When you create a sandbox account, you can configure the account with a mock
DISCOVER�, VISA�, American Express�, or MasterCard� credit card (you can also
create a test account without a credit card). Navigate to the Funding tab on the
test account's Profile page to obtain the credit card number to use while testing.
Configure separate sandbox accounts to cover each of the credit cards you need to
process.
Do I need to log in to the PayPal Developer website in order to access my sandbox
accounts on the sandbox site?
No, you do not need to first log in to the Developer site to log in to the PayPal
Sandbox. We have updated the sandbox site so it no longer has a session dependency
on the Developer website. Because of this, you can log in to the sandbox site using
the login credentials from your sandbox accounts without first being logged into
the Developer website.
Why do I not see the sandbox accounts I create on the sandbox site in my Developer
website account?
If you manually create a test account using the signup flow on the sandbox site,
without first logging in to the Developer website, the test account you create on
the sandbox site will not be linked to any Developer website account. To link
sandbox accounts created on the sandbox site with a Developer website account, you
need to be logged in to the Developer website before you manually create sandbox
accounts on the sandbox site.
We recommend you register on the Developer website and create your sandbox accounts
through the Create Account tool on the Developer website. Once you've created your
sandbox accounts, log in to the sandbox site and manage your sandbox accounts using
the login credentials you assigned to your sandbox accounts. You can create sandbox
accounts on the Developer website using the Create Account tool, as described in
Create Sandbox Accounts.
Note: The Developer website does not support the creation of pre-configured sandbox
accounts for all countries. In these cases, first create a developer account and
log in to the Developer website, then create sandbox accounts by manually creating
them through the sandbox site. The new sandbox accounts are linked to your
Developer website account.
REST API questions
Should I pass empty strings for optional values?
If you don't want to pass fields that are optional, your handler should not pass
empty strings ("").
I'm already using PayPal APIs in the old version of the sandbox. Do I need to use
the new APIs?
Create a PayPal account if you don't already have one. If you're happy with your
integration with PayPal, nothing has to change. You can import your sandbox
accounts and continue to use NVP/SOAP APIs.
You can start using the new REST APIs any time. As we add more REST APIs, we'll
provide migration tools and documentation to help you make the most of them.
I'm getting errors while using the REST APIs. What do I do?
You can read about REST API errors in the REST API reference. This list can help
you anticipate and account for most errors. You can also learn how to handle common
REST Payment API errors.
What is the difference between an order authorization/capture and payments
authorization/capture?
The order authorization/capture is only supported for PayPal members. It is used in
scenarios such as: a merchant might ship items from multiple distribution centers
and need separate authorizations for each shipment, or the shipping is delayed on
some items that are not currently in stock. When a credit card is not stored for
charging as the items become available, the order authorization/capture can be used
instead. An order indicates that the buyer has consented to the purchase,
authorization places funds on hold until you are ready to capture, and capture can
partially or fully collect the payment.
In the payments authorization/capture, authorization places the funds on hold and
then the payment is captured at a later time. In this case, there is only a need
for delayed settlement.
Connect with PayPal questions
� Where can I find the integration documentation?
� How can I get credentials?
� Why do I need to use two different domains?
� If I integrated before and registered on devportal.x.com, will my application
continue to work?
� What protocols are supported?
� Is the sandbox available for testing?
� What is the OpenID Connect scope mapping used for registered attributes?
� Why am I not receiving all the attributes mapped to the scope?
� How is the registered return URL used in OpenID Connect?
Where can I find the integration documentation?
Links to the Connect with PayPal documentation appear in the left-hand navigation
for documentation.
Connect with PayPal documentation includes:
� Introduction - an overview of the REST Identity API
� JavaScript button - use the button JavaScript code builder to create a login
button
� Integration details - more detailed integration information to help
developers integrate Connect with PayPal
� Best practices - best practices to optimize the consumer experience and
simplify your integration
How can I get credentials?
You can get Connect with PayPal credentials as long as you have a PayPal account in
your country. To get Connect with PayPal credentials, create an application on the
Developer site My Apps & Credentials page. Formerly, credentials were obtained at
devportal.x.com. If you had an application at devportal.x.com, and had credentials
for that application, your application and credentials have been migrated to the
Developer site My Apps & Credentials page. The credentials will continue to work
and your apps will continue to work.
Why do I need to use two different domains?
Some Connect with PayPal calls are made to www.paypal.com and others are sent to
api.paypal.com. Browser calls (authorize and endsession) come to paypal.com and
back-end calls (tokenservice and userinfo) come to api.paypal.com.
If I integrated before and registered on devportal.x.com, will my application
continue to work?
Yes, your application will continue to work. Although you now need to manage your
application on the Developer site My Apps & Credentials page, the credentials and
endpoints continue to work. You do not need to change anything.
What protocols are supported?
We recommend that new apps integrate with OpenID Connect. For developers that
integrated with OpenID, the apps will continue to work, but no new features will be
added.
Is the sandbox available for testing?
Yes! Make sure that you have Connect with PayPal enabled when you create your
sandbox account. For more information on creating sandbox accounts, see our testing
guide.
What is the OpenID Connect scope mapping used for registered attributes?
OpenID Connect scopes are the attribute and API permissions that are used during
OpenID Connect authorize call.
The following table describes the scope to attribute mapping:
Scope Attributes
profile Full name, date of birth, time zone, locale, language, age range
address Street address, state, city, country, zip
email Email address
phone Phone
openid User ID
https://uri.paypal.com/services/paypalattributes Account creation date,
account type, account verified
Why am I not receiving all the attributes mapped to the scope?
During app registration (creation), you might not have selected the required
attributes. Please check the attributes level for the app on the Developer site My
Apps & Credentials page.
How is the registered return URL used in OpenID Connect?
The developer should pass the exact return URL during the integration steps.
Mobile SDK questions
Can I use the new mobile SDKs outside of the US?
Yes! The PayPal iOS SDK and Android SDK support all countries and currencies
supported by the REST Payments API.
Is there a way to get the payment description string to show up in the transaction
details on PayPal.com?
No, this is not supported functionality.
Will the new SDKs have feature parity with the older SDKs that are based on
Adaptive Payments?
We are aggressively moving payment functionality into our REST API architecture.
This will include payment features you now see in Adaptive Payments, and more. The
mobile SDKs will pick up these features as they roll out.
Where is the Mobile Express Checkout Library (MECL)?
The Mobile Express Checkout Library for iOS and Android has been discontinued. We
recommend using the new PayPal iOS SDK and PayPal Android SDK instead. To use
authorization and capture, we recommend using Express Checkout, which by default,
provides a mobile checkout flow.
Does the new mobile SDK support the transfer of money directly from one PayPal
account to another?
Currently, the new mobile SDK does not support that use case. Rather, the new
mobile SDK supports the case where the merchant/developer accepts money from the
end user.
NVP/SOAP API questions
For additional questions specific to the NVP/SOAP APIs, refer to the Frequently
Asked Questions for NVP/SOAP APIs.
What are the NVP/SOAP APIs?
NVP/SOAP APIs consist of a number of our existing solutions including:
� Express Checkout
� Website Payments Pro
� PayPal Payments Standard
� PayPal Payments Advanced
� Payflow Gateway / PayPal Payments Pro
� Adaptive Accounts
� Mass Pay
� Invoicing
� Instant Payment Notification
Is PayPal updating all NVP/SOAP APIs to REST?
We want to continue improving and expanding all our APIs to make integration
easier. Look for more REST APIs to come.
How long will you support NVP/SOAP APIs?
At the moment, there's no time line for removing NVP/SOAP APIs. We will continue
supporting and improving NVP/SOAP APIs when requests are made.
Eventually, the REST API will replace the NVP/SOAP APIs. We'll let you know in
advance about any changes and provide resources to help you migrate to the REST
API.
What is the current state of Adaptive Payments?
Adaptive Payments is now a limited release product. It is restricted to select
partners for approved use cases and should not be used for new integrations without
guidance from PayPal.
AMERICAN EXPRESS
FAQs
Here are just a selection of FAQs that may be of interest to you as a new
Cardmember. For further information, please visit the Help Centre.
Using your Card

Managing your Account
Rewards and Benefits
Activating your Card
Do I need to activate my Card?

Yes, you will need to activate your Card in order to start using it and enjoying
all the benefits and rewards Cardmembership has to offer.
Activating your Card is easy. Once you have received your Card, visit
americanexpress.com/uk/register to activate online and register for Online
Services. Or call the number on the back of your Card.
Please note, if you have one of our new metal Cards, the Card number is now located
on the reverse.
How do I activate my Card?

You can activate your Card online by visiting americanexpress.com/uk/register. You
will also have the opportunity to register for Online Services at the same time,
which will allow you to manage your Account anytime.
Please note, if activating your Card online, the Card number is now located on the
reverse.
Can I activate my Card through the mobile app?

Yes, you can. Once you have downloaded the Amex App at
americanexpress.com/uk/mobileapp, click �Activate new Card� in the Manage Cards
section of the App and follow the steps.
Do I need an Online Account before I can activate my Card?

No, you can activate your Card and register for Online Services online at the same
time. Visit americanexpress.com/uk/register to activate and register for Online
Services.
Card management
How much can I spend on my Card?

The Platinum Card is a Charge Card. Charge Cards differ to Credit Cards as they
give you the financial flexibility of no pre-set spending limit, and no interest
charges since you must pay the balance in full at the end of each month. Your
spending limit however, depends on your Card usage, and is based on factors
including your current spending patterns, payment history, credit record, and
financial resources.
Log in to Online Services and click on �Check spending power� to find out if your
transaction amount for a purchase would be approved.
Can I withdraw cash at an ATM?

If your Account is in good standing and you have held your Card for more than six
months, you can apply to activate Cash Access, a service which allows you to
withdraw cash from ATMs using your Card. Please call the number on the back of your
Card to apply, enrol and learn more about Cash Access.
Once enrolled, you can withdraw cash from over 1.2 million ATMs worldwide. Use our
helpful ATM Locator, at americanexpress.com/atmlocator to find your nearest ATM,
whether at home and abroad.
You can also use your Credit/Charge Card Cash Advance facility overseas at any of
our partner ATMs. Charges may apply.
Contactless
Is my Card contacless?
Yes your Card is contactless. If unsure, look out for the contactless symbol on the
front of your Card.
How and where can I use my contactless Card?

You can use your American Express contactless Card at thousands of places both in
the UK and abroad.
It�s a simple and secure way to use your Card to pay for transactions up to the
value of �30 within the UK, and up to the value of �20 in any currency outside the
UK. Simply check if the store or Card reader has the American Express contactless
symbol and tap your Card on the reader to pay. Please note, if you're using one of
our new metal Cards, you'll need to tap with the Card facing up. You may be
occasionally asked to use your PIN.
Using your Card
Where can I use my Card?

American Express Cards are accepted at thousands of locations worldwide � whether
online or in high street stores, in major supermarkets or in coffee shops � and the
number continues to grow.
Learn more about all the places you can use your Card by visiting
placestouseyourcard.co.uk/ and be sure to look out for the American Express logo
when shopping.
Can I use my contactless Card abroad (e.g. in the US)?

You can use your contactless Card abroad in most places that you see the
contactless acceptance symbol. The transaction limit will be the equivalent of �20
in the foreign currency. Please note, if you are using one of our new metal Cards,
you'll need to tap the Card face up.
Do I get charged for using my Card abroad?

All non-sterling transactions, whether for cash, goods or services, are subject to
a non-sterling transaction fee of 2.99%. Cash transactions at ATM machines (in
Pound Sterling or foreign currency) are also subject to a cash withdrawal fee of 3%
or �3 (whichever is higher).
Do I need to notify you of travel?

You do not need to notify us before you travel.
However, for your protection, please keep your mobile phone number and email
address up to date with us in case we need to contact you. This will allow us to
send you instant notifications if we identify suspicious charges on your Card.
To update your contact details, log in at americanexpress.co.uk and select �Contact

details� under �Profile and Preferences�.
Statement
How do I view my statement?

You can view your statement through Online Services or through the Amex App.
Register for Online Services by visiting americanexpress.com/uk/register or
download the Amex App at americanexpress.com/uk/mobileapp.
When will I see my latest statement?

You can check when your next monthly statement will be available online when you
register for Online Services and log in at americanexpress.co.uk. If you have not
opted for paperless statements, we will send your statement in the post, in
addition to making it available online.
For your convenience, you also can register for statement alerts, a service which
lets you know when your statement is ready. Simply let us know that you would like
to receive alerts when you first activate your Card online, or adjust your
preferences on your online Account.
What does it mean if my transactions are pending or processed?

Newly incurred transactions are shown as pending for up to 72 hours before they are
marked as processed. Once processed, transactions will appear on your online
statement and be posted to your next billing statement for settlement.
Payments are only required for billed statement transactions, not for pending
transactions.
Why do I have duplicate pending transactions in the mobile app?

A transaction is shown online as pending until this has been processed.
Sometimes, authorization for a transaction may occur twice, however you will only
be billed once on your statement.
Log in at americanexpress.co.uk to check your latest transactions online.
How do I view my balance online?

To view your statement balance online, register and log in to Online Services at
americanexpress.co.uk. For your convenience, you can also view your balance on the
go with the Amex App.
I opted for paperless statements but I am still getting my statement in the post,
why?
In order to receive paperless statements, you must register for an Online Services
Account where your statements can be viewed. You will continue to receive
statements by post until you have set up an Online Services Account. Registering
for Online Services simple and you can do so here.
Paying your bill
How do I pay my bill?

You can pay your bill in many ways:
� Log in at americanexpress.co.uk for Online Services,

� Download the Amex App,
� Set up Direct Debit,
� Mail a cheque, or
� Pay through your bank.
To find out more about each of these options (including how to set up a Direct
Debit), visit americanexpress.co.uk
When do I pay my bill?

The payment due date is located on your monthly statement. To view your statement,
log in to Online Services at americanexpress.co.uk.
To ensure your payment due date is set to one convenient for you, please contact
Customer Services to discuss changing the date your statement is sent each month.
If your Account is currently overdue for payment it will need to be up to date
before requesting any change.
If you wish to receive an alert when your payment is due, update your preferences
when you log in, or enrol in Card Alert Services when you activate your Card
online.
When is my minimum payment due?

The minimum payment due date is located on your monthly statement. To view your
statement, log in to Online Services at americanexpress.co.uk.
To ensure your payment due date is set to one convenient for you, please contact
Customer Services to discuss changing the date your statement is sent each month.
If your Account is currently overdue for payment it will need to be up to date
before requesting any change.
If you wish to receive an alert when your payment is due, update your preferences
when you log in, or enrol in Card Alert Services when you activate your Card
online.
How do I set up Account alerts and reminders to pay my bill?

There are a range of useful alerts available to you - from payment reminders to
fraud alerts.
To set up Account alerts, register or log in to Online Services at

americanexpress.co.uk and click �Card Alerts� under the �Profile and Preferences�
menu.
For your convenience, you can also place your alerts on hold when you travel or
change the time zone in which they arrive.
How do I set up a Direct Debit?

You can set up a Direct Debit using Online Services, via the Amex App, or by
sending in a paper mandate.
When enrolling in Direct Debit, you must use a UK personal bank account that is
held in your name. If you are not the only person authorised to make debits from
the account, we will require a paper mandate with a signature from any other
authorised parties.
How do I know if my Direct Debit was set up successfully online?

If you are setting up your Direct Debit online or via the Amex App, you will
receive confirmation during the set up journey of when your Direct Debit will begin
and when the payment will be collected.
When will my Direct Debit collect?

If you are setting up your Direct Debit online or via the Amex App, you will
receive confirmation during the set up journey of when your Direct Debit will begin
and when the payment will be collected.
What happens if there is a bank holiday, how does this affect my Direct Debit?
A direct debit will never leave your Account on a weekend or a bank holiday. The
funds for your Direct Debit will be collected on the next available working day.
Registering online
How do I register to manage my Card Account online?

Registering for Online Services will enable you to manage your Account online.
Visit americanexpress.com/uk/register to register.
Please note, if you're using one of our new metal Cards, the Card number is found
on the reverse.
Can I update my contact details online?

Yes, you can. Update your billing address, phone number or email by logging in at
americanexpress.co.uk, and selecting the �Contact Details� from the �Profile and
Preferences� drop down menu.
If I already have an Online Services account for another product, can I link the
new Card to my existing Account?
As the main Cardmember, you can add other Cards to your Account, provided your name
and contact details are the same for each Card.
Supplementary Cardmembers, however, will need to create their own separate Online
Services Account.
Your PIN, User ID�s and Passwords
What are the differences between the 4 digit PINs, user IDs and passwords I have?
PIN
Your PIN number is 4 digit code that you will need to use to authorize Card
transactions in-store or online. You can view your PIN online by logging in to
Online Services at americanexpress.co.uk.
Online Services User ID and Password

When registering for Online Services, you will be asked to set up a User ID and
Password. You will need these to log in to Online Services via desktop or the Amex
App.
If you forget your User ID or Password, you can reset them online by clicking
�Forgot User ID or Password� on the login page. You�ll be asked to remember your
answer to the Security Validation Question we asked you when you signed up.
Customer Password
Your Customer Password is a 4-digit code used to identify you when you call
Customer Services and also to view your PIN online through Online Services.
You can set up your Customer Password when you activate your Card online by
choosing from four options: Mother�s birthday (DD/MM), Father�s birthday (DD/MM),
numeric password (4 digits) or memorable date (DD/MM).
To reset your Customer Password, please call Customer Services using the number on
the back of your Card.
4-digit Card Security Code

Your Card security code is an added security feature to help protect you against
fraud. Your 4-digit security code can be found on the front of your Card and
printed flat (unlike the Card number). You may be asked for this number during
phone and online Card transactions.
What can I do if I cannot remember my Online Services User ID and password?

If you have forgotten either your User ID or Password, you can reset them by
clicking ��Forgot User ID or Password?� under the log in at americanexpress.co.uk.
Please note, you will be asked to remember your answer to a Security Validation
Question.
How can I view my PIN?

You can view your PIN online when you log in to Online Services at
americanexpress.co.uk. Please note, you will be required to enter your Customer
Password, the 4-digit password used when calling Customer Services. You have the
opportunity to set up your Customer Password when activating your Card online.
I didn�t receive a PIN with my new Card, how do I get one?

You can view your PIN online when you log in to Online Services at
americanexpress.co.uk.
I can�t remember my PIN, how do I find out what it is?

Forgotten your PIN? Log in to Online Services at americanexpress.co.uk to view your
PIN online. You will be required to enter your Customer Password, the 4-digit
password you use when calling Customer Services. You have the opportunity to set up
your Customer Password when activating your Card online.
If you haven't already registered for Online Services, you can do so by visiting
americanexpress.com/uk/register.
Supplementary Cardmembers
Does a Supplementary Cardmember need to have their own Online Services account?
Yes, Supplementary Cardmembers need to register for their own Online Services
account. Once they have registered, they will be able to view their PIN.
If I am a Supplementary Cardmember, do I need to activate my own Card?

Yes, Supplementary Cardmembers need to activate their Card and register for Online
Services. The main Cardmember cannot do this on the Supplementary Cardmembers
behalf.
To register for Online Services, visit americanexpress.com/uk/register.
How do I add a Supplementary Cardmember to my Account?

To add a Supplementary Card to your Account, register and log in at
americanexpress.com/uk/register and click �Add Someone to your Account� on your
Card Account page. Follow the online Card application steps to apply. Alternatively
click here to apply.
How does a Supplementary Cardmember view their PIN?

A Supplementary Cardmember can view their PIN by registering for and logging in to
their Online Services account. To view the PIN online, they will be required to
enter their Customer Password, which is the 4 digit password used when calling
Customer Services. They will have the opportunity to set up a Customer Password
when activating their Card online.
To register for Online Services, visit americanexpress.com/uk/register
Marketing Preferences
How do I manage my marketing preferences?

You can update your marketing preferences by logging in to Online Services at
americanexpress.co.uk
Once you have logged in to your Account, select �Marketing Preferences� under the
�Profile & Preferences� drop down menu and then proceed with your preferred
options.
Rewards
How do I find out about my Welcome Bonus?
If you are eligible for a welcome bonus offer (something you will have been
notified about at the time of your application), you can find out more by logging
in at americanexpress.co.uk once you have registered for Online Services.
How do I check my Membership Rewards points balance?

Once you have registered for Online Services, you will see your points balance on
the Card Account homepage, and on the reverse side of your paper statements. You
can also view your points balance on the Amex App.
How do I redeem or transfer my Membership Rewards points?

Check out all the rewards available to you online at membershiprewards.co.uk, use
the search functionality to select by partner or by points level.
Benefits
What is American Express Travel Services?

As a Cardmember, American Express Travel is your exclusive online travel agency.
You can book:
� Flights, with all major airline providers, such as British Airways
� Accommodation, with a choice of over 77,000 hotels worldwide
� Car hire, with companies like Avis and Hertz
� Cruises
� Experiences
Payoneer
FAQ's (Frequently Asked Questions)
�
How do I pay for a service or product that I received from a Payoneer user?
The best way is through a payment request sent from the Payoneer user. The payment
request will include payment options for you to choose from based on your country
of residence, the amount requested, and your payment currency.
For example, if you are from the United States, your options may include paying
directly from your bank account or with your Visa� or MasterCard� credit card.
Payers from other countries may be able to pay only with a credit card.
�
Is there a limit to the amount that I can pay?
The payment request sent to you by the Payoneer user is always in accordance with
the transaction amount limit that can be requested in the relevant currency.
For information purposes only:

Payment by credit card is limited to 2,000 USD/EUR per payment.
Payment by US bank (��Pay Now�� option) is limited to 3,000 USD per payment.
Payment by bank transfer (��Pay Later�� option) is not limited to any amount.
�
Will I need to pay a fee for the payment which I send?
Not all payment options include fees but it is your decision for all options who
will pay the fee: you or the service/product provider.
Payment by credit card includes a 3% fee.

Payment by US bank (��Pay Now�� option) includes a 1% fee.
Payment by ACH transfer (��Pay Later�� option) in USD includes a 1% fee.
Payment by SEPA transfer (��Pay Later�� option) in Euro does not include a fee.
�
Could a payment I send be rejected?
Payments are subject to review by Payoneer and may be declined. You will receive an
email confirming that you have sent payment followed by an email indicating whether
the payment was approved or declined.
�
Why was I asked to provide documentation?
We do our best not to request any additional information. To protect the security
of Payoneer users and those who pay them, we may require additional documentation
to confirm the identity of the payer or to receive more details regarding the
transaction.
All information and documentation that you provide to Payoneer is kept in the
strictest confidence.
�
I received an email saying my payment was declined by my bank. What does this mean?
If you received an email stating that your payment was declined, your bank did not
approve the payment.
If you paid by credit card, you can send a new payment using the original payment
request that you received.
If you paid by US bank (��Pay Now�� option), you will need to ask your
service/product supplier to send you a new payment request.
�
Can I reverse a transaction?
Payment transactions processed with Payoneer are non-refundable and non-reversible.
If you are unsatisfied with the services or products which you bought, we recommend
that you contact the service/product provider directly to resolve the difference.
If you are unable to resolve the matter, you can contact us with the details of the
dispute. We will do our best to assist but please note that Payoneer does not
provide dispute resolution services.
�
I did not receive the service or product. What should I do?
We strongly recommend that you contact the service/product provider directly and
try to resolve the disagreement as Payoneer does not provide dispute resolution
services.
If you do decide to contact us regarding the issue in dispute, please provide all
related documentation such as invoices and correspondence with the service/product
provider.
�
I see a transaction in my credit card statement that I did not make. What should I
do?
Please contact Payoneer��s Support Center.
Where can I find my referral link?

Log into your Payoneer Affiliate account. Once logged into your account select
�Browse/Search� to see your available offers. Click on the name of the offer and
you�ll find the Tracking link to use when referring.
Where can I find banners?
Currently there are small sets of banners that we provide in a variety of different
sizes. To locate them you�ll need to log into your Payoneer Affiliate account. Once
logged into your account select �Browse/Search� to see your available offers. Click
on the name of the offer and you�ll find the banners at near the bottom of the
page.
When do I receive payments?
Payments are made by the 15th of each month and cover the previous month. Please
note that you�ll need to update your billing details in your account in order to
receive payments.
Where do I update my billing details?
To update your billing information, you�ll need to log into your Payoneer Affiliate
account. Once logged into your account select �My Account� and then �Billing� to
continue. Once at the billing page, select the edit button next to Billing Details
and be sure that the Bank Transfers Payoneer option is selected and then apply for
a Payoneer account. Please note that if you already have a Payoneer account that
you will be given an option to link your Affiliate account to your already existing
Payoneer account.
What do I do when I forget my password?
If you have forgotten your password, you can click here to reset it.
How long does it take for a registration to track?
Please keep in mind that it can take up to 5-10 minutes for a registration to show
on your Payoneer Affiliates Panel. If you know someone you have referred has
registered and a conversion is not showing on your panel, give it 5-10 minutes.
How can I view my running balance?
1. Sign in to your Payoneer account

2. From the menu, go to Activity -- Transactions
3. In the table filters, select the card or currency balance you would like to view
In some cases, your running balance may temporarily display as �in progress.� Don�t
panic! It can take up to 2 hours for transactions to return an updated running
balance.
What are upcoming transactions?
Upcoming transactions are transactions that have been initiated but have not yet
affected your balance. These include payments that have not yet been credited to
your account or outstanding authorizations from merchants.
How do I generate a monthly statement, and what's included in it?
You can now generate and download monthly statements for a currency balance or
card, available in PDF or CSV format. The statement includes a running balance and
all completed transactions that affected the balance that month. Check out this
how-to blog for step-by-step instructions.
Can I export a list of my transactions?
Yes. Use the icons at the top right corner of the All transactions section to
export a CSV or PDF file or to print your transaction table. If you have applied
any filters to your transaction list, only the filtered results will be exported.
Where can I see my fees?
There are two different kinds of fees you might encounter in your Transactions
page. Account fees such as the annual fee and card delivery fee will be charged as
separate line items. You can review these fees by selecting Account fees in the
Select Typefilter.
Fees related to a specific transaction, such as withdrawal fees, ATM fees and FX
fees, will appear in the Transaction Details window that will pop up when you click
on the transaction in the table.
When can I see the fee for my withdrawal transaction?
The fee will be updated in the Transaction Details window once the withdrawal has
been sent to your bank account and the status changes to �completed.� This can
sometimes take a few days if the withdrawal was requested during a bank holiday or
over the weekend.
How long does it take for a transaction to show in the table?
Card transactions can take up to 2 hours to appear in the transactions table.

Transactions made directly from or to your Payoneer balance will be shown within
minutes.
Is the Transactions table searchable?
Yes, you can search for specific transactions by payer name, merchant name or
transaction ID. Click on the magnifying glass icon to enter your search terms.
Was this answer helpful?

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WEBMONEY
FAQ
� Credits and Loans
o Can I change the terms of the loan
o Check sum is insufficient
o How could it happen that the interest rate for the loan usage had been
zeroized
o I have converted a loan to a Paymer check
o My WMID has been suspended for non-repayment of a loan can I exchange WM to
repay
o The loan has not been repaid in proper time
o The opened limits disappeared
o There are funds on the purses nevertheless the loan cannot be repaid
o There are loans in my list which I have never borrowed
o The sum of the issued check has been doubled
o What the loan borrower application is for
� How do I change my phone number in e-num
� How to activate the option of confirming transactions using the E-num service
� How to add a WM purse in WM Keeper Standard
� How to delete WM purse
� I am not receiving an SMS on my phone when using the e-num service
� I have lost access to my account in the E-num service
� I have lost the activation code to the application
� Is it possible to install several E-num applications to one phone
� I want to replace my mobile not the phone number the System does not let me
register again using the same requisites
� Questions and answers
� WebMoney Videos
o Videos - WM Keeper WinPro
� When saving keys in the E-num account I receive an error about previously
saved keys in the E-num account or the keys are saved in another E-num account
� WMID termination process
o Termination of Service
COINBASE
ACCOUNT MANAGEMENT
�
Invest responsibly: Recommended account management practices
Be an educated investor There are risks associated with trading digital currency.
Digital currencies are volatile and the prices can go up and down. Due to the
rapidly changing price of digital currencies, some customers may not have sell
limits that are sufficient relative to the value of total di...
�
Identity Verification
Why am I being asked to verify my identity? ID verification is required to prevent
fraud and keep the community safe. It also adds an extra layer of security by
ensuring no one but you links your payment information such as your bank account or
credit/debit card. As part of our commitment to remai...
�
I have lost or need to update my phone or 2-factor authentication device
This page contains troubleshooting steps for the various 2-factor authentication
(2FA) options provided by Coinbase. Please select 2FA method you currently use on
your Coinbase account: Security Key Authenticator (Google Authenticator, Duo, etc.)
Authy app SMS/Text Voice call Secu...
�
How to Enable a Webcam
How to enable a webcam Built in webcam Open device manager Double click on image
devices Select webcam (should be listed) Refresh Coinbase page and the option
should now appear External webcam Install the webcam according to instructions Make
sure USB is connected Open de...
�
2-Factor Authentication (2FA) FAQ
What is 2-factor authentication (2FA)? Two-factor authentication (2FA), also known
as 2-step verification, is a security layer in addition to your username and
password. With 2FA enabled on your account, you will have to provide your password
(first �factor�) and your 2FA code (second �factor�) w...
�
How do I set up 2-factor authentication?
Coinbase provides several options for generating 2-factor authentication (2FA)
codes with various levels of setup. Security key Security keys are the most secure
method for 2FA. For more information: Using/managing security keys Security Keys
FAQ TOTP Google Authenticator, Du...
�
Managing Google Authenticator
Google Authenticator provides an extra layer of security. Since the Google
Authenticator app is not tied to your phone number (you'll still need a phone
number associated with your Coinbase account in order to buy or sell digital
currency), you will be protected even in the event of an attacker comp...
�
How do I change my country or state?
If you have recently changed your place of residence or your account is set to an
incorrect country or state, you can update this information from your Settings
page. Please note, changing your country setting may affect the payment methods
that are available to your account. Address Change If ...
�
How can I update my legal name?
To update the legal name listed on your Coinbase account, please: Navigate to
https://www.coinbase.com/verify-id/ Complete the steps to verify your identity
using an official ID document The legal name on your Coinbase account will be
automatically updated Learn more about Identify Verific...
�
I can't remember my password
In the event you forget your password, please use the following steps to
successfully reset your password: 1. Visit the Password Reset page. 2. Enter your
email address and click "reset password". 3. This will send an email to the email
address you entered. You must click the link in the email t...
ACCOUNT MANAGEMENT
�
Lost Email Access
What can I do if I lose access to the email I used for Coinbase? If you have lost
access to the email address you used to create your Coinbase account, we will need
to initiate one of the following account recovery/reset processes. Accounts
protected by two-factor verification: If your acc...
�
Device Confirmation Troubleshooting
Coinbase uses Device Verification, a feature that requires all devices and IP
addresses to be authorized before they can access your account. This process should
only need to be completed once for each device or location. After it is completed,
we will process future login attempts as normal. Auth...
�
No verification link in email
If you cannot find the verification link in your email, it's likely that it is
being blocked by your email settings, or by a security filter. To fix this, please
try the following: Copy and paste the link into a new tab or window in your
browser. This should be the same as if you clicked the lin...
�
Why didn't I receive a verification email?
Note: if you received the email but cannot find the verification link, please see
this article. In some cases, emails can take up to 10 minutes to arrive, depending
on the carrier. If more than 10 minutes have passed and the email is not in your
inbox, it is possible that your internet provider is ...
�
Landlines and 2-Step Verification
For security purposes, Coinbase does not support the delivery of 2-factor
authentication (2FA) codes via voice call. If you have a landline registered with
your Coinbase account, follow these steps to upgrade your security: Sign in to the
Coinbase website with your username and password Click...
�
How can I close my account?
To close your account, click the 'Close Account' button located near the bottom of
the Account Activity page. Note that you will need to have a zero balance before
your account can be closed. If you still have a remaining balance in any of your
wallets, you'll need to send your funds to an externa...
�
Who do I contact for a subpoena request or dispute, or to send a legal document?
For Law Enforcement Offices only: Information requests for criminal matters should
be directed to subpoenas@coinbase.com. If you are trying serve Coinbase with
official court documents or a subpoena, these documents must be sent to our
Registered Agent for Service of Process. Contact information fo...
�
Using and Managing Security Keys
How to set up your Security Key Before you begin: You will need to have a security
key, that supports U2F/WebAuthN standard before beginning this process. Support for
more keys will be added over time. Enabling a security key will disable any
previously setup 2-Step authentication method...
�
Security Keys FAQ
What is a Security Key? A security key is a physical hardware authentication device
designed to authenticate access through one-time-password generation. Coinbase
supports Universal Second Factor (U2F) security keys. Supported security keys are
available from a variety of vendors. Coinbase reco...
�
Account Recovery FAQ
How do I recover my account? If you�ve lost access to the email address associated
with your Coinbase account, locked yourself out of your account, or lost access to
your account: Go to Coinbase login page and enter your email address and password
If you�ve forgotten your password, visit ...
HSBC EXPERT
HSBC Visa debit card Frequently Asked Questions September 2019

1. How do I obtain a debit card with my Personal HSBC current or savings account?
If you have not yet opened a Personal deposit account with HSBC, you may request a
card on your HSBC new account opening application.If youarerequesting a debit card
foranexistingPersonalaccount,youmayapplyviadebitcardapplicationrequestform.
Wewillsendyourcardbymailwithin7-10daysworkingdaysfromthedatetherequest is received.
2. What's the difference between the ATM card and the debit card?
AnATMcardisusedprimarilyforwithdrawalsatATMs.Adebitcardhasallthefeatures of an ATM
card, plus it can be used anywhere debit Visa� cards are accepted to purchase
merchandise by directly debiting your account. Both cards can be used for
withdrawals at any HSBC ATM Booths, NPSB ATM in Bangladesh, and can be used to
withdraw cash at over one million ATMs worldwide where the Visa�, Electron� or
Plus� marks are displayed (T&C Applied). Foreign transaction fees may apply when
using ATMs outside of Bangladesh, including those operated by another HSBC entity
operating ATMs outside Bangladesh. You may also be charged additional fees by the
ATM operator or network used including a fee by another HSBC entity operating ATMs
outside Bangladesh.
3. Why does my HSBC debit card have a chip?
HSBCisdedicatedtoprotectingyourpersonalinformation.Chiptechnologyisthemost secure
way to use your HSBC debit card andis quickly becoming the industry standard
PUBLIC
worldwide. It offers greater protection of your card information when used at a
chipenabled terminal and greater acceptance by merchants all over the world.
4. How do I use my chip-enabled debit card? You may continue to use your chip-
enabled debit card in the same manner as you use your ATM Card. If the retailer has
a chip-enabled terminal, you may be prompted to insert your chip-enabled card, face
up, into the card reader. Make sure you leave your card in the terminal while the
entire transaction is processed. You will be prompted to enter your PIN for
verification. Be sure to remove your card from the terminal when the transaction is
complete.
5. Where can I use my chip-enabled HSBC debit card? Youcanuseyour new chip-
enabledHSBCdebit cardeverywhere.Debit Visa�cardsare accepted to complete purchases
and to make ATM withdrawals (T&C applied).
6. What is contactless chip technology? Contactless chip-enabled cards use a
technology called RFID (radio frequency identification), which uses near-field
communications to transmit your transaction to contactless chip technology enabled
terminals.
7. How much security do contactless transactions offer? Contactless transactions
are protected with the same standard that protects cards equipped by a security
chip. When a contactless transaction isinitiated, the chip on the card generates a
one-time key. Though, this key could be intercepted, it would not be valid for the
next transaction.
8. How does the chip make my HSBC debit card more secure? Your HSBC debit card is
now embedded with a computer microchip that increases the security of your
transactions. The chip creates a unique code each time it is used to
PUBLIC
encrypt account data. This makes the card difficult to clone and helps protect you
from unauthorized transactions.
9. Can I request a non-chip-enabled card? No. All new HSBC debit cards are now
equipped with the chip technology.
10. What happens to my personal information if my card gets lost or stolen? The
embedded microchip makes account information much more difficult to duplicate or
copy, and provides enhanced fraud protection on your account when used at a
chipenabled terminal. If your card is lost or stolen, you should call at our
contact Centre to block the card immediately and request a replacement card.
11. Do I need an HSBC bank account to hold an HSBC Visa Debit? Yes, an HSBC Visa
Debit cards links to the funds in your bank account. You will need to have, or open
a current or savings account to hold an HSBC Visa Debit card.
12. How do I activate my card?
CallourContactCentreat16240andfollowtheprompts.Aftersuccessfulactivation, you can
start spending with your card straight away using the same PIN number you currently
use for your ATM card.
13. What is a card transaction? A card transaction is one that appears on your
statement as appearing as though your card has been used for that transaction. It
could be any of the below, originating in Bangladesh or overseas: � A cash
withdrawal at an ATM � A point of sale transaction
PUBLIC
14. What is PIN? APIN,or Personal IdentificationNumber,isa secret
codethatisselectedby cardholder to prove they are rightful owner when making a
transaction. Your PIN must always be kept a secret and never noted down.
15. What added security does using a PIN offer in comparison to signing? PIN usage
can help protect fraud due to lost or stolen cards, because the card and the PIN
are required to make a payment. This why you must keep your PIN secret.
16. How do I obtain a PIN? ?
Fornewcardholders,aPINwillbeissued.Itisrecommendedtochangethebank provided PIN
before first transaction. ? For existing cardholders, you may continue to use your
current PIN.
17. What happens if I use my HSBC Visa Debit Card at a terminal not supporting PIN?
Your HSBC Debit Card at a merchant establishment in Domestic or International will
require PIN validation. If the POS terminal does not ask for PIN entry and
subsequently the transaction is received by the Bank without ATM PIN, the Bank may
decline such transaction since they do not meet the Bangladesh Bank mandate of PIN
validation.
18. Do I have to pay for my new HSBC Debit Card? No fees will be levied for the
HSBC Debit Card that has been replaced by the Bank. For replacements due to
stolen/lost/damaged cards, and new debit card issued, charges will be applicable as
per the existing tariff applicable to your debit card.
PUBLIC
19. Can I use the HSBC Debit Card for online transactions as well as at ATMs in
Bangladesh? Yes, you can use the HSBC Debit Card for ATM transactions but you can�t
use it for online transaction at website.
20. Which merchants would accept the HSBC Debit Card? HSBC debit card has a
magnetic stripe to ensure acceptance at merchants whose POS terminals do not have
Chip card capability. Hence the HSBC Debit Card can be used at most card accepting
merchants (Visa/NPSB) in the same way as the magnetic stripe cards are used.
21. What do I need to do as a HSBC Debit Cardholder? To continue to use your HSBC
Debit Card at Merchant POS terminals, please ensure that you know your ATM PIN, as
the same ATM PIN will be required to validate your purchase transactions at POS
terminals. If you have forgotten/do not hold your ATM PIN, please place a request
with HSBC Internet Banking for issuance of new ATM PIN or Visit any HSBC branch
convenient for you.
22. What are the safety measures I should take while entering my ATM PIN at the POS
terminals? Please remember your ATM PIN and enter ityourselfat the POS terminal.
Donot reveal the same to merchants or anyone else so as to avoid any misuse of your
card.
MASTERCARD
Q: What are BINs?

A: Bank Identification Numbers (BINs) are fundamental to payments. They identify
the issuing institution for each cardholder account and enable transactions to be
properly routed. BINs are currently the first six digits of the account number.
Since the 1960s, Mastercard has been closely identified with the 51-55 BIN range.
Q: Who governs BINs?
A: The International Organization for Standardization (ISO), an independent, non-
governmental international organization that develops voluntary global standards.
The ISO/IEC 7812 standard defines an Issuer Identification Number (IIN), known as a
BIN within the payments industry.
The American Bankers Association is the current registration authority that manages
the BIN allocation process on behalf of ISO.
Q: Why are we talking about BINs?
A: The payments industry is more complex than ever. With new devices and
technologies emerging in a connected world, the industry's finite supply of BINs is
reaching current capacities.
The International Organization for Standardization (ISO) which has published
ISO/IEC 7812 to define BINs, and the American Bankers Association which is the
registration authority managing the numbers, has a limited supply of unused or
unallocated numbers. So, the industry needs more BINs to manage industry growth.
Q: What is Mastercard doing to alleviate the limited supply of BINs?
A: To expand supply, Mastercard is rolling out an additional 50,000 six-digit BINs
(222100-272099). This will effectively double the existing supply of Mastercard
BINs - allowing merchants to accept millions more transactions and our issuers to
continue to support business growth.
The 2-series BINs adhere to the current (2015 revision) ISO industry standard and
will work exactly the same way as the 5-series BINs do today.
Q: When do changes go into effect?
A: Cards with 2-series BINs were first issued in 2017.
Q: How will the 2-series BINS impact merchants?
A: Merchants need to evaluate their systems with their acquirer or service
provider. Based on that review, merchants may need to make updates to be able to
accept transactions with the 2-series BIN range.
For more information, visit the 2-series BIN page.
Q: How will the 2-series BINs impact issuers?
A: Issuers will need to upgrade their systems to be compatible with 2-series BINs,
but all systems should be analyzed to determine if any additional changes are
required. Software providers may have updates available, and internally developed
solutions may require enhancements.
Q: How will the 2-series BINs impact service providers and vendors?
A: Service providers and vendors will need to work with their acquirer partner to
upgrade their systems to be compatible with 2-series BINs.
Q: How will the 2-series BINS impact acquirers?
A: Acquirers will need to upgrade their systems to be compatible with 2-series
BINs.
Q: What other changes may impact BINs in the future?
A: The industry is considering a move to a new 8-digit BIN standard and is
discussing an appropriate implementation date. If adopted, it would require more
extensive systems planning and upgrades.
Mastercard is working with a committed group of industry participants to ensure all
voices are heard in establishing the most efficient standard for continued industry
growth.
Q: Who can I contact at Mastercard with questions related to the 2-series BINs?
A: If you have a dedicated Mastercard representative, you may first contact that
individual. Alternatively, you can send an email to BIN_Inquiries@mastercard.com.
Q: How can I test my Point of Sale terminal?
A: Merchants should work with their acquirer or service provider to determine
whether updates are needed to accept 2-series BIN transactions.
Merchants who would like to request 2-series test or production cards can email
2series_test_cards@mastercard.com.
Apply for a Mastercard
Q: How do I apply for a Mastercard?
A: Mastercard has created an online tool to assist in making decisions about which
card products are available.
Q: Questions not answered here?
A: If your question is not listed, we recommend that you contact the financial
institution that issued your account as only they hold information specific to your
account. Typically, there is a customer service number for your financial
institution on the back of the card. You can always contact the Mastercard
Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111.
If you believe that your question can only be answered by Mastercard, click here to
submit your question.
ATM Locator
Q: How do I use the ATM locator?
A: In the ATM locator, enter a city, or a zip code. You can further narrow down the
list of ATMs by providing a street address and a financial institution's name, and
by checking off any additional criteria you require such as 24-hour access. Click
the Search button, and you will be presented with a list of ATMs located near your
destination. Click on a specific ATM for further information about its location.
Depending on your destination, driving directions and a map may also be available.
Q: Why can't I locate ATMs in a specific country?
A: Mastercard receives ATM location information from financial institutions. If an
ATM location or a specific country is not listed, then information is not
available. We continue to work with financial institutions to provide you with the
most up to date and accurate ATM location information.
You may want to contact the financial institution that issued your card for
assistance concerning ATM locations, personal account withdrawal limits and
restrictions, local currency cash advances, currency conversion, exchange rates or
other services offered. You will find their contact information on the back of your
Mastercard and on your billing statement. Or you can visit the financial
institution's Web site.
Q: I don't know my password or my PIN. How can I get this information?
A: For information about your PIN or account, you must contact the financial
institution that issued your card. You will find their contact information on the
back of your Mastercard and on your billing statement. Or you can visit the
issuer's Web site to manage your account online.
Q: What is the fee for withdrawing money or taking a cash advance from an ATM?
A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are
disclosed at the time the transaction is initiated. At that time, you are given the
option to discontinue the transaction if you do not wish to pay the fees. You
should also check with the financial institution that issued your card to determine
their ATM fee policies. You can find your issuer's contact information on the back
of your Mastercard and on your billing statement. Or you can visit the issuer's Web
site.
Q: The ATM wouldn't accept my card. What should I do?
A: If you have a problem using your card at an ATM that carries the Mastercard,
Maestro or Cirrus brand mark, we will investigate. Please provide as much of the
information below as you can:
� Your financial institution and any brand marks on your card
� All brand marks on the ATM
� The address of where the ATM is located, including City, State/Province and
Country/Territory
� ATM financial institution name (identified on the ATM)
When you have the information handy, call 1-800-Mastercard (1-800-627-8372).
Q: How can I get a list of ATM locations if I don't have internet access?
A: The Mastercard ATM network is only a phone call away, giving you access to cash
wherever you go.
� United States & Canada - 1-800-4CIRRUS (1-800-424-7787)
� Outside the United States & Canada - Get Contact Numbers
Q: Can I use my prepaid card, gift card or credit card at an ATM?
A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and
gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or
foreign transactions. Be sure to check with your card issuer to ensure that these
types of transactions are permitted. Most Mastercard credit cards also allow you to
obtain cash advances at an ATM. You will need a Personal Identification Number
(PIN) to withdraw cash. You can find your issuer's contact information on the back
of your Mastercard and on your billing statement. Or you can visit the issuer's Web
site.
Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new one?
A: You must contact the financial institution that issued your card to retrieve or
reset your PIN. You can find their contact information on the back of your
Mastercard and on your billing statement.
Q: How can I get a replacement for a lost or stolen ATM card?
A: We'll help you replace your lost or stolen ATM card no matter where you are.
Call the Mastercard Assistance Center with any card-related need from anywhere in
the world.
Get Contact Numbers
Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-
7111. If you believe that your question can only be answered by Mastercard, click
here to submit your question.
Bill Pay
Q: Can I pay my billers who accept Mastercard directly from this site?
A: No. To pay a bill, please visit your biller's Web site or call them.
Q: Do I have to pay a fee for bill payment using a Mastercard?
A: Mastercard does not charge a fee for bill payment. While most service providers
do not charge a fee, be sure to ask if they charge any fees or have any
restrictions associated with making a payment using your Mastercard.
Q: How do I pay a bill with a Mastercard?
A: Please contact your biller to make an electronic payment. Many provide this
payment option through their Web sites or by phone.
Q: How often can I make automatic bill payments, and when do bills get paid?
A: Automatic bill pay is an arrangement you make with your selected biller or
service provider(s), so you will need to contact each directly to arrange payment
amounts and scheduling. Each biller has its own procedure for automatic bill
payment.
Q: Is there a limit to the number of automatic bill payments I can have on a
Mastercard?
A: No, but you may be limited in making overall charges to your Mastercard account
if doing so would cause you to exceed your credit limit.
Q: Who issued my card?
A: You will find your card issuer's contact information on the back of your
Mastercard and on your billing statement.
Q: Which cards can I use to pay bills?
A: You can use a credit or debit card that bears the Mastercard logo. We recommend
that you confirm with each biller to ensure that it accepts your card as a form of
payment.
Q: What is automatic bill payment?
A: Automatic bill payment can help you avoid late fees and charges by allowing your
selected service providers to automatically charge your Mastercard account on a
regular basis.
Q: What is manual bill payment?
A: With manual bill payment, you have the freedom of selecting the amount to pay
and the date on which you want to make payment. Each time a bill is due, you
initiate the payment process.
Q: If I enroll in automatic bill payment, will I continue to receive a bill?
A: Automatic bill pay is an arrangement you make with your selected service
provider(s), so you will need to contact each directly (by phone or online) to
arrange payment amounts and scheduling. Most billers continue to mail a bill
indicating the total amount they will charge. However, some providers may allow you
to elect to receive an online bill or no bill at all. At the time you initiate an
automatic bill payment relationship, you should determine how the provider will
bill you.
Q: What information will the service provider/biller request?
A: Bill pay is an arrangement you make with your selected service provider(s), so
you will need to contact each provider directly to arrange payment amounts and
scheduling.
Typically, the biller will ask for your Mastercard account number and the
expiration date. For automatic bill payment, the biller may also require the
payment amount it is authorized to automatically charge, and the specific date you
wish to be charged each month.
Note: Not every service provider/biller will allow you to choose this date. And,
some service providers may require additional information, such as your signature.
Q: What if my Mastercard account information changes?
A: Your Mastercard account information may change due to a lost or stolen card,
expiration date change or an upgrade to a new product. To prevent an interruption
in service, you must contact each biller and give them your new account
information. We recommend that you keep a list of the billers that you pay
automatically so you can efficiently update this information when necessary.
Q: What if I want to stop an automatic bill payment?
A: Contact the biller with whom you've set up the automatic bill payment, and
follow their procedures to cancel or change the method of payment.
Q: What if I don't agree with a payment amount made to a biller/service provider on
my Mastercard statement?
A: It is recommended that you review the paper or electronic bill that your biller
provides prior to any payment being made with your Mastercard. However, if there is
an error or question about a payment billed to your card, contact your biller
immediately to resolve payment discrepancies.
As a Mastercard cardholder, you are not responsible for unauthorized purchases
charged to your account. Learn more about our Zero Liability* coverage. Exceptions
apply.
Q: What are the benefits of bill payment using a Mastercard?
A: Using your Mastercard is much faster and more convenient than writing checks.
You can initiate payments at anytime and from anywhere in the world. Charges will
appear on your monthly statement, so it is an easy and efficient way to stay
organized and keep track of your expenses. In addition, if you use automatic bill
payment you won't have to worry about missed payments or late fees. Depending on
the card you use, you may also be able to earn rewards.
Browser Support
Q: Having problems accessing mastercard.com?
A: This site is optimized for the following browsers:
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If you encounter problems with accessing the site, please try an alternate browser
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Card Benefits
Q: What card benefits and insurance are provided at no cost to me with my
Mastercard?
A: Mastercard provides many different features and benefits that vary depending on
the specific card you use. To learn more about your card benefits, please contact
the Mastercard Assistance Center at 1-800-627-8372 or 'Collect' by dialing 1-636-
722-7111.
Q: What happens if I lose an item that I purchased with a Mastercard?
A: If you lost an item that you paid for in full with your Mastercard, you may be
eligible for replacement or reimbursement. Mastercard provides many different
features and benefits that vary depending on the specific card you have. To learn
more about the benefits offered by your card, please contact the Mastercard
Assistance Center at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111.
Q: What rental car insurance does Mastercard provide when I rent a car using a
Mastercard?
A: Rental insurance differs by location and varies based on the specific card that
you have. Please contact the Mastercard Assistance Center either toll-free at 1-
800-627-8372 or collect at 1-636-722-7111.
Q: How can I find out more about my card benefits?
A: Mastercard provides many different features and benefits that differ depending
on the specific card that you have. To find out the benefits offered by your card,
please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372
or collect at 1-636-722-7111.
Q: How do I file a claim for card benefits?
A: Please call the Mastercard Assistance Center toll-free from the U.S. at 1-800-
627-8372 or you can call "collect" by dialing your local operator from most
countries to 1-636-722-7111.
Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.
Card Breach
Q: How can I get the name of the merchant where my card account was compromised?
A: Mastercard appreciates the concern and diligence you are taking to protect your
finances as it relates to credit cards and the inquiry regarding a card account
breach that has impacted you directly. We take each card breach occurrence very
seriously and work closely with investigative agencies. Additionally, Mastercard
has increased penalties to processors to help ensure each of these companies
protects cardholder data with extreme care and diligence.
Specific to card breaches, Mastercard cannot determine which merchant transaction

caused a card breach since this data is not generally provided to us. We encourage
you to contact the financial institution that issued your Mastercard for the most
up-to-date information. Typically, there is a customer service number on the back
of each card that you can call.
Cash with Purchase
Q: ?What is cash with purchase?
A:? Cash with purchase is a service offered by select retailers that allows
consumers to get cash from their debit card when making a purchase.
Q:? Do I need to use my debit card to get cash back?
A: ?Yes, since the funds are drawn from your account that is linked to your debit
card, this service is only available when using a debit card.
Q:? ?Is there a fee for this service?
A:?Although the majority of retailers do not charge for this service, there are
some locations that charge a fee.
Q:? What is the advantage of getting cash at purchase?
A:? Cash with purchase is a convenient way to quickly and easily get cash from your
account while shopping at your favorite retail locations, saving you a trip to the
ATM. And, in most cases, there is no fee for this service whereas you may be
required to pay a fee at the ATM.
Q:? Is there a maximum amount of cash I can get with my purchase?
A: ?The amount of cash available may vary by merchant and may be subject to
availability of funds at the time of purchase. If you have questions about the
availability of funds at a particular merchant, please contact the merchant
directly. Cash with purchase amount is also subject to availability of funds in the
account that is linked to your debit card.
Chip Card
Q: What is an EMV chip card, and how can this technology help my business?
A: The EMV chip card is a card embedded with a computer chip. They are simple to
use and accept, and give cardholders increased convenience and security. These
cards can even keep track of purchases, offering retailers and service providers
marketing opportunities.
Q: Are chip cards new?
A: Although chip cards are relatively new in the United States, they have been used
elsewhere for many years. In some countries, particularly in Europe, merchants may
be more familiar with accepting chip cards.
Q: How is a chip card different from a magnetic stripe card?
A: A chip card looks just like a traditional card but it has an embedded chip.
Rather than swiping your card, you insert your chip card into the terminal to
complete the transaction. Your card may also have contactless capabilities so you
can tap your card at checkout when given the option.
Q: What are chip cards?
A: A chip card is like the card you have today, but includes an embedded microchip.
The chip contains information that is encrypted making it extremely difficult for
the card to be copied or counterfeited. Your chip card will also have a magnetic
stripe on the back, so that you can continue using your card while merchants are
transitioning to new chip-enabled terminals.
Q: What are the benefits of chip?
A: The embedded microchip provides robust security features and other capabilities
that are not possible with traditional magnetic stripe cards. A chip card is
virtually impossible to counterfeit.
Q: Where can I use my chip card?
A: Use your chip card at the same merchants you do now -- either by inserting the
card into terminals that are chip-enabled or swiping your card. You can also
continue to use your card as you did before for online payments, telephone payments
and at ATMs.
Q: Who do I contact if I want more information?
A: For more information about your chip card, please contact your financial
institution.
Q: Why is my card being upgraded to a chip card?
A: Chip cards are being introduced in the United States after much success in other
parts of the world. Your new chip card provides added security.
Q: What's my PIN?
A: The PIN on your chip card is the same PIN as on your previous card. If you
forgot your PIN or want to change it, please contact your financial institution.
Q: How does chip work?
A: Whether your card is inserted in the terminal or tapped, the chip communicates
with the terminal to determine whether the card is authentic. Typically, the
terminal will prompt you to enter a PIN to validate your identity. Once approved,
your transaction will be complete.
Q: How do I know if my chip card has Mastercard contactless?
A: Cards that have contactless capabilities will have the word "contactless" and
may also have a contactless symbol on the card. You can tap to pay at merchants
that have the following symbol or contactless on the terminal:
If a merchant does not have this functionality, you will need to insert your chip
card into the terminal and enter your PIN.
Q: Why does my credit card have a PIN?
A: Your credit card has a PIN in order to provide you with the latest security
features. By entering your PIN, you validate that you are the authorized user of
the card. You will not be charged a fee to use your PIN unless you are using your
credit card to get a cash advance at the ATM.
Co-Branded Cards
Q: What is a co-brand card program?
A: A co-brand program is a partnership that brings together Mastercard, a
Mastercard-issuing financial institution and a suitable partner company wishing to
grow its business. The three parties work together to create a card program that is
then marketed to the partner company's customer base. A co-brand card is a form of
payment that offers added value to the partner's customers.
Q: What kinds of businesses have successful co-brand programs?
A: Many different industries have successfully implemented co-brand programs
including airlines, gasoline providers, automotive companies, warehouse clubs and
supermarkets. One thing these companies have in common is a growing base of
customers who purchase products or services on a recurring basis.
Q: Who is responsible for promoting a co-brand card?
A: The level of support provided and the degree of responsibility for designing and
implementing the solicitations and card promotions will depend on the agreement
reached between the partner and the card issuer. Mastercard has many different
levels of support and expertise available to help a company market its co-brand
card and grow its business.
Q: What does a Mastercard co-brand card look like?
A: Mastercard rules permit the partner's logo to be a dominant feature on the face
of the card. The cards also carry the Mastercard logo and must conform to certain
Mastercard design standards. The name of the Mastercard issuing financial
institution may appear, but it is not required. This and other card design details
will be determined by the partner and the card issuer.
Q: How do I find an issuer for a co-brand alliance?
A: The first place to begin is with a bank or financial institution with which your
company already has a relationship. Or, Mastercard can provide a list of potential
financial institutions from among the thousands we have done business with over the
years.
Q: What role does Mastercard play in developing a co-brand program?
A: That depends on the goals and budget of the partner company. However, Mastercard
has a dedicated staff of highly experienced co-brand specialists who can help a
company evaluate and establish a co-brand partnership that will meet the objectives
of all parties involved.
Contactless
Consumer FAQs
Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple tap
of your card, key fob or smart phone is all it takes to pay at checkout.
Q: Why should I use contactless?
A: There are many benefits to contactless payments:
� It's like having exact change wherever you go, so you don't have to worry
about carrying around cash or fishing for coins.
� You are in control because your contactless-enabled card or device never
leaves your hand at checkout.
� You get better record keeping of all your purchases than you do when using
cash.
� It's fast and ideal at places where speed is essential, like stadiums, fast
food restaurants, gas stations and more.
Q: Where can I make contactless payments?
A: Anywhere you see the contactless symbol at checkout you can simply tap to pay.
This includes fast food restaurants, gas stations, convenience stores, pharmacies,
stadiums and more.
Find participating locations
If you don't see the symbol, your contactless-enabled card can still be used by
inserting your chip card or swiping at checkout.
Q: How do I pay with Mastercard contactless?
A: To make a purchase, simply tap your Mastercard contactless card, key fob or
smart phone on the payment reader at the checkout of participating retail
locations.
Find participating locations
Q: Can I use my contactless card or device on payment readers that don't display
the contactless logo?
A: You can make contactless payments on any contactless payment reader that
displays this symbol . You may also use contactless cards in magnetic stripe
readers by swiping the card. However, you cannot use a contacless key fob or smart
phone in a magnetic stripe reader.
Q: How close does the "tap" have to be to the checkout reader?
A: Typically, when you tap your card/device at checkout, it must be within an inch
or two of the contactless symbol on the terminal at the counter. Please note that
if you have more than one contactless card in your wallet, you should remove the
specific card you would like to use rather than tapping your wallet against the
reader.
Q: How will purchases appear on my monthly statement?
A: Purchases made with contactless will be displayed on your statement just like
any other purchase you make with a card.
Q: How does it work?
A: Contactless uses a hidden embedded computer chip and radio frequency antennae.
After you tap your contactless card or device at checkout, payment details are sent
wirelessly to the Mastercard network. If using a mobile phone, moments after you
tap, you'll receive payment confirmation and be on your way.
Q: What is a key fob or payment tag?
A: A key fob or payment tag is a special contactless device that you can attach to
your key chain. Card issuers sometimes provide this as a companion to your
traditional primary Mastercard plastic card.
Q: Do I have to treat my Mastercard contactless card or device in any special way?
A: Treat your contactless card or device as you would any other credit, debit or
prepaid card. Always know where your contactless card or device is and keep it in a
safe place. And be sure to keep a record of all of your card numbers, expiration
dates and emergency phone numbers.
Q: Is there a battery?
A: No, there is no battery.
Q: Do I need to turn it on/off?
A: If you have a contactless-enabled mobile phone, you can turn it on or off. If
you are using contactless card or fob, it is always on and ready to use.
Q: Is it safe?
A: Yes. Contactless payments provide secure encryption technology and Zero
Liability protection and are as safe as your regular card.
� You are in control � your contactless-enabled card or device never leaves
your hands to make a payment
� No accidental payments � your contactless-enabled card or device must be
close to the reader at checkout to work
� Not billed twice � even if you tap more than once at checkout, you'll only
get billed once for your purchase
Q: What do I do if my contactless card or device has been lost or stolen?
A: If you have lost your card or suspect unauthorized activity on your account,
contact the financial institution that issued your card immediately. If you don't
know your card issuer's number, contact Mastercard and we will assist you in
finding that information.
Contact us
Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111.
Merchant FAQs
Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple tap
of your card, key fob or smart phone is all it takes to pay at checkout.
Q: How does it work?
A: Contactless uses a hidden embedded computer chip and radio frequency antennae.
After you tap your contactless card or device at checkout, payment details are sent
wirelessly to the Mastercard network. If using a mobile phone, moments after you
tap, you'll receive payment confirmation and be on your way.
Q: How will accepting Mastercard contactless benefit my business?
A: Contactless acceptance is proven to bring many benefits for merchants including:
� Faster check-out
� Promotes higher average spend
� Reduces costs related to cash handling
� Enables POS for mobile NFC and new digital payment devices like wearables
Q: What type of merchants can benefit the most from contactless acceptance?
A: Contactless acceptance is an excellent choice for any merchant, especially in
environments where speed and convenience are valued or where cash is currently the
dominant payment method. Examples include fast food outlets, supermarkets, quick-
service restaurants, drive-thrus, convenience stores, vending machines, tollbooths,
taxis, parking venues, fuel pumps and public transportation.
Q: Is Mastercard contactless secure?
A: Yes, Mastercard contactless transactions are processed through the same
financial payments network that processes billions of Mastercard magnetic stripe
and chip card transaction each year.
Mastercard contactless security mechanisms are designed to:
� Protect against counterfeit cards.
� Implement an efficient anti-replay mechanism for contactless transactions.
� Limit the impact of fraudulent capture of contactless data by fraudsters
across all environments.
Even if the customer happens to tap twice by mistake, the technology ensures that
consumer is bill once.
Q: Is it possible to make refunds to a contactless card, form factor and mobile
phone?
A: Yes, it�s possible to issue a refund to customers by tapping the contactless
payment device in the same manner as making a purchase. Please follow your store�s
refund policy.
Q: Does contactless payment acceptance change the payment guarantee for the
merchant?
A: No, if a contactless payment is authorized, online or offline, the merchant
still receives a payment guarantee, even for transactions below the contactless CVM
limit with no cardholder verification.
Q: What are the costs involved?
A: Cost will vary depending in the selected solution. To accept contactless
payments, merchants can choose to implement a plug-in peripheral reader or a fully
integrated POS or Stand-alone POS system.
Q: How is accepting mobile payments different than accepting cards?
A: To the cashier, mobile payments will look like contactless card payment; except
the customer may verify their Mobile PIN, biometric or pattern recognition on the
mobile device.
Q: How does the payment verification process work for contactless?
A: For transactions up-to the country established contactless cardholder
verification limit, no PIN or signature is required for cards and form factors. For
purchases above this limit, PIN code or signature is required. For a purchase
conducted with a mobile phone, the consumer will normally authenticate themselves
on the mobile device with a Mobile PIN, biometric or pattern recognition.
Q: How would a customer know that contactless payments can be made at a location?
A: The point of sale (POS) reader must display the contactless acceptance symbol .
Many merchants display POS signage highlighting contactless acceptance as well.
In addition, within two months of a merchant�s first Mastercard contactless
transaction, the merchant�s name and address should appear on the Mastercard
Contactless Locator website and the Mastercard Nearby� app.
Q: Could customers unknowingly make a purchase if they walk past the reader?
A: No, you have to activate the terminal first and the cashier must enter the
payment amount to activate the contactless terminal. In addition, the card or
device has to be held within 2 cm (1 inch) of the terminal.
Q: Does the merchant need to print a receipt for all contactless transactions?
A: No, you�re not required to print a receipt for low value transactions unless
your customer asks for a receipt.
Q: What is the transaction limit for Mastercard contactless cards?
A: Contactless payments should be accepted for all amounts, the same as traditional
card payment.
Q: What if the cash register doesn�t respond?
A: Try these troubleshooting steps:
� Make sure the terminal and adaptors are all plugged in and on. A light, text
or graphics on the screen should indicate the terminal is on.
� If your terminal is a non-integrated terminal with a separate contactless
reader, make sure that the contactless reader is lit after the transaction is
registered. The light may not turn on before then.
� Register the transaction again as you would for a card transaction and ask
your customer to tap again. Make sure the card/device is within 2 cm (1 inch) from
the terminal and you hear a beep or see a change in the light.
� If your terminal is still not responding, contact the terminal manufacturer
or distributor.
Q: How does Mastercard contactless technology work for mobile devices?
A: At checkout, your customers will need to follow the prompts on their device
(this varies depending on the type of device) and then simply tap their device
correctly over the terminal. When paying with a mobile phone, your customer
normally authenticate themselves on the mobile device with a PIN, biometric or
pattern recognition.
Currency Conversion
Q: Where can I find exchange rate information?
A: In order to provide easy access to exchange rate information, Mastercard has
created a tool using multiple market sources (such as Bloomberg, Reuters, Central
Banks and others).
Click here to visit our Currency Conversion Tool
Q. What is the currency rate for a country I am visiting?
If you would like to know what the latest currency exchange rate is for the country
you are visiting, please visit our website for the latest currency exchange rates.
Q: How is currency conversion charged to my account?
A: We recommend that you contact the financial institution that issued your card to
determine the currency conversion charges that are applied to foreign transactions.
Typically, there is a customer service number on the back of each card. You can
always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372
or collect at 1-636-722-7111.
Q: I made a purchase in my local currency, so why was I charged a currency
conversion fee?
A: We recommend that you contact the financial institution that issued your card to
determine the currency conversion charges that are applied to foreign transactions.
Typically, there is a customer service number on the back of each card. You can
always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372
or collect at 1-636-722-7111.
Q. A merchant did not give me the choice of currency for my payment. What should I
do?
Thank you for your feedback and we�re sorry you had a bad experience at a merchant
that accepts Mastercard. Mastercard investigates all complaints of deceptive
merchant practices. Should you wish to speak with someone directly regarding this
communication, feel free to contact us at POI_Currency_Conversion@mastercard.com.
Q. How can I report an excessive charge for currency conversion?
Thank you for your feedback and we�re sorry you had a bad experience at a merchant
that accepts Mastercard. Mastercard investigates all complaints of deceptive
merchant practices. Should you wish to speak with someone directly regarding this
communication, feel free to contact us at POI_Currency_Conversion@mastercard.com.
Foreign Currency
Q: Where is the best place to get foreign currency?
A: The best place to get foreign currency is usually at your destination, not at
home. Think about it, whether it is your bank or a foreign exchange bureau, they
have to get the foreign currency to your home country. That costs money in terms of
transporting, securing, storing� you get the picture. Those costs are passed on to
you.
Q: How much money should I exchange?
A: Only exchange enough money at home to pay for cabs, snacks and tips upon
arrival.
ATMs are conveniently located at most airports and at major tourist destinations,
as well as many other places. Use your bank�s ATM Finder app or the Mastercard ATM
Locator to find Mastercard ATMs online. You can also download the Mastercard Nearby
app.
Q: Where should I get foreign currency while I am abroad?
A: Get foreign currency at your destination at an ATM, not an exchange bureau.
Although getting money at an ATM may include fees, those fees generally do not add
up to more when compared to the favorable exchange rates you often get from ATMs.
Q: Should I use a credit card to withdraw currency from an ATM while I am abroad?
A: Use a credit card to withdraw currency from an ATM only if it is your only
option because using a credit card at an ATM is considered a cash advance, which:
� is often the most expensive way to get cash given the fees (including cash
advance and ATM surcharge fees)
� is recorded on your credit score (lenders might think you are borrowing money
on your credit card)
� impacts your available credit
� might incur finance charges on the cash advance immediately (no grace period)
Q: Should I convert transactions into my home currency?
A: Merchants and ATM operators may offer to immediately convert the foreign price
to your local currency, giving you a better idea of how much money you�re about to
spend.
Although this seems like a good way to manage spending, it comes at a cost and
incurs additional currency conversion fees (sometimes as much as 7%) to the
transaction.
The best practice is to let the currency conversion be done by your home bank and
decline the currency conversion option.
Q: Should I tell my bank that I will be traveling abroad?
A: Be sure to tell your bank you will be traveling cross-border and where you are
going. Your bank might decline the transaction for your protection unless they know
the card has been authorized for use in countries other than your home country.
Many issuers allow you to register travel plans online in lieu of calling � check
your issuer�s website.
GDPR
Q: What is the GDPR?
A: In Spring 2016, a new legal framework for collecting and processing personal
data was adopted in the EU � the General Data Protection Regulation (GDPR) � which
has entered into force as of May 25, 2018. It introduces new and enhanced data
protection requirements for companies. Learn more about the GDPR here.
Getting Started
Q: How do I contact Mastercard Customer Operations Support?
A: Customer Operations Support can be reached at Customer_Support@mastercard.com
Q: How do I begin accepting Mastercard?
A: It's easy to get started. The first step is to contact an acquirer or a payment
services provider to apply for a merchant account with a bank or one of its agents.
Q: How can I download the Mastercard brand mark for use on my Web site?
A: Electronic versions of the Mastercard brand mark are available from the
Mastercard Brand Center for download.
A: If your question is not listed, your best option is to contact the financial
institution that issued your card as only they have your account-specific
information. Typically, there is a customer service number for your financial
institution on the back of each card that you can call. You can also always contact
the Mastercard Assistance Center either toll free at 1-800-627-8372 or collect at
1-636-722-7111 and we can direct you to your issuer.
If you believe that your question can only be answered by Mastercard:
Click here to submit your question

Or email AskMastercard@mastercard.com
Or mail a letter to:
Consumer Inquiries
Mastercard International Incoporated
2000 Purchase Street
Purchase, NY 10577
Q: How can I apply for a Mastercard?
A: If you already have a deposit account with a bank or credit union, you might
want to contact them first to see if they can provide you with a Mastercard. If you
do not currently have a relationship with a financial institution or would like to
get offers from various issuers, Mastercard has created an online tool to assist
U.S.-based consumers in making decisions about which card products are available.
Q: How do I start accepting card / digital payments?
A: Find what you will need to start accepting electronic payments.
Q: What's the difference between an acquirer and a payment facilitator?
A: A payment facilitator is a merchant of record who facilitates transactions on
behalf of a sub-merchant. An acquirer is the bank or financial institution that
processes credit and/or debit payments for a merchant.
Q: What's an acquirer and why do I need one?
A: Also referred to as a merchant bank, an acquirer is a financial institution that
is licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers
either sell their processing services directly to merchants or hire agents to sell
on their behalf. These agents must be registered with Mastercard and clearly
identify the Mastercard issuing bank that they represent on their business cards
and stationery. The merchant agreement should also clearly identify the name of the
bank.
Q: What's an interchange rate?
A: Interchange rates are fees paid by acquirers to card issuers on purchase
transactions conducted on payment cards. They are only one of many cost components
included in a Merchant Discount Rate. Mastercard establishes its interchange rates,
which are a necessary and efficient method by which Mastercard maintains a vibrant
payments network.
Learn more about Mastercard interchange rates
Q: Who do I call if I have a problem with my point-of-sale terminals?
A: Contact your acquirer or payment facilitator if you have a question related to
your terminals.
Q: Will I incur any cost to accept payments?
A: Your acquirer/payment facilitator will provide you with information about costs.
Law Enforcement Inquiries
Q: I work in law enforcement and I'm investigating a fraud case, who can I speak
with?
A: Please email our Law Enforcement Support Center at
Law_Enforcement_Support@mastercard.com. Please do not include full card numbers in
email; provide only the first 6-digits of the card number. We will respond to your
inquiry within 72 hours.
Please also be advised that Mastercard does not maintain accounts or establish
individual customer relationships with cardholders. While banks ad financial
institutions do issue cards branded with the Mastercard name and mark under a
license from Mastercard, the actual relationship with a cardholder is solely that
of the issuing institution. As a result, any account information is maintained by
the bank or financial institution that issues the Mastercard card, and it is the
bank or financial institution that also provides periodic statements, disclosures
and communications to the cardholder.
Logo Artwork
Q: Where can I get Mastercard logos?
Downloadable logo artwork and usage guidelines are available at the Mastercard
Brand Center. You may also order decals from the Brand Center.
Lost or Stolen Card
Q: I no longer have my Mastercard, how do I report the card as lost or stolen?
A: A Mastercard representative will be able to assist you in filing a lost or
stolen card report. Please contact the Mastercard Assistance Center either toll-
free (if you are calling from the United States) at 1-800-627-8372 or collect at 1-
636-722-7111. You should also contact the financial institution that issued your
Mastercard.
Q: What liability do I have for unauthorized purchases made on a lost or stolen
Mastercard?
A: If Mastercard Zero Liability protection applies to your Mastercard, once you
report your card to Mastercard as lost or stolen, no unauthorized charges should be
posted to your account in most situations. We recommend that you review the next
two billing statements after you report a lost or stolen card to ensure that no
unauthorized transactions have been posted. If you see unauthorized transactions,
please promptly contact the financial institution that issued your card. Typically,
there is a customer service number for your financial institution listed on the
back of the card or on your billing statement. You can also contact the Mastercard
Q: How can I get a replacement card?
A: Mastercard can assist you in receiving a replacement card by working with the
financial institution that issued your card. Replacement cards require that your
financial institution authorizes a new account number. To request an emergency card
replacement, please contact the Mastercard Assistance Center either toll-free at 1-
800-627-8372 or collect at 1-636-722-7111.
Q: Lost or stolen card?
A: Whether you're the victim of credit card theft, have lost your card or just need
help locating an ATM, we're here to assist you 24 hours a day, 365 days a year.
Call to speak with a representative regarding:
� Lost or stolen cards
� Emergency replacement cards
� Emergency cash advances
� How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
� Questions about applicable card benefits
Emergency Contact
In the United States: 1-800-Mastercard (1-800-627-8372)
Click here for a list of all emergency contact numbers.
For countries not listed in our directory, you can call the following number
collect to the United States: 1-636-722-7111.
Mastercard Nearby
Q:? What is Mastercard Nearby?
A:? Mastercard Nearby is a mobile app that helps you quickly and easily find places
where you can get access to cash or make a purchase.
Q:? On which mobile devices is Mastercard Nearby available?
A:? Mastercard Nearby is available on the App store for iPhone and the Google Play
store for Android phones, as well as the Windows phone store and the Windows store
for a Windows PC or tablet.
Q:? What type of locations can I find on Mastercard Nearby?
A: Find the following on Mastercard Nearby:
� Find 2 million ATMs worldwide with 30 street level and 210 city level
countries and territories
� Locate your own bank's ATMs to make a deposit or avoid transaction fees
� Find U.S. merchants that offer cash back at checkout when you make a purchase
using your debit card
� Search for U.S. locations where you can get or reload a prepaid card
� Find out where you can use your contactless-enabled card or device to make a
purchase. Apple PayTM enabled devices can be used at U.S. merchants wherever
contactless is accepted
Q:? What are cash back locations?
A: ?Merchants that offer consumers the capability to get cash from their debit card
when making a purchase.
Q:? How do I use the app?
A:? It's simple; just select the services you want and the app will display
locations near you--choose from list or map view. You can also search for locations
by entering an address in the search field. Select a location to display
information, share the location via e-mail or text and, depending on your location,
get driving directions. You can also report a problem about a location from the
app.
Q:? What search filters are available?
A: You can search for ATMs by financial institution name or look for ATMs with the
following features:
� Drive-through
� 24-Hour Service
� Wheelchair Accessible
� No Surcharge - ATMs which participate in the Surcharge free alliance network
and do not charge fees for cash withdrawal transactions
� No Access Fee � ATMs which do not charge a fee for cards issued within the
country
� Deposit Sharing � Deposits can be made at any of these ATMs by cardholders of
participating banks
� Bank ATM � ATM located inside of a financial institution
� Chip Reader Enabled � ATMs where credit and debit cards with chip and/or
magnetic stripe can be used
You can also search for participating Mastercard contactless and cash back
merchants by merchant name or category including:
� Apparel
� Automotive
� Convenience stores
� Restaurants
� Gas stations
� Transportation
� And many more
Finally, you can search for Mastercard rePower locations by method for reload of
funds:
� Card Swipe method, which allows you to load funds in stores by asking the
cashier to swipe your card.
� MoneyPak or Vanilla Reload are reload packs that you can purchase and load
funds onto your card by entering the voucher code online or by phone.
� Western Union locations will ask you to fill out a form to initiate the load
and an agent will load the funds onto your card.
Q:? Do I need to have Location Services enabled in order to use the app?
A:?Location Services must be turned on in your phone settings if you would like the
app to find locations near you. If Location Services is not turned on, you can
still search for a location by typing a street address into the Search bar.
Q:? I am trying to find locations in a specific country or region, but I am not
finding any. Why not?
A: ?Mastercard receives location information from financial institutions and
directly from transaction data. If you do not receive any results in a particular
country or region, the information is currently not available. We are continually
working with financial institutions and merchants around the world to expand our
location database and provide you with the most up to date and accurate location
information.
Q:? Why do all of the locations show up in the center of the city?
A: ?We are continually adding street level mapping capability in new regions and
territories. Street level mapping refers to geographic regions where location
coordinates can be provided to street level precision. In countries where street
level mapping is not yet available, location coordinates are provided at the city
or postal code center.
Q:? Why aren't driving directions available for my region?
A: We are unable to provide driving directions in regions that do not have street
level mapping capability.
Q:? How can I find out how to navigate the app?
A:? Walk through the tutorial when you install the app for the first time or view
the tutorial at any time. To access it from within the app, go to About - View
Tutorial.
Q:? What is the All tab on the top slider bar?
A:? When you select multiple services, by default you will be placed on the All
view showing all services selected. If you wish to view only a single service at a
time, use the top slider bar to move to a single service.
Q:? What does a number pin on the map mean?
A: A number pin indicates that multiple services are available at a single
location.
Q:? Why am I not getting any results when I type an address in the search bar?
A: You may want to try putting in more address information such as street,
city/town, state/province. You may also want to modify your radius in your settings
to ensure you don't have too small or too large of a radius selected.
Q:? Can I send location information?
A:? Yes, locations can be shared from the location detail page by clicking on the
share icon. You can send location information via email or SMS text.
Q:? How do I find my own bank's ATMs?
A: Select ATM from the top slider bar and click the filter icon on the bottom bar.
Then select the financial institution you want to search for from the drop-down
list.
Q:? How can I select specific merchants or categories?
A: ?You can filter merchants for contactless and cash back locations. Select cash
back or contactless from the top slider bar and click the filter icon on the bottom
bar. You can filter by merchant name or category.
Q:? How do I report a problem with a location?
A:? Go into the location details by clicking on a location from the map or list
view. Select the report a problem icon. Select a pre-defined problem from the drop-
down list or select other and enter a description of the problem.
Q:? ?Can I change my search radius?
A: Yes, you can select a radius between 1 to 25 miles or km in the app settings.
Mastercard Send
Q: What is Mastercard Send?
A: Mastercard Send is a first-of-its-kind interoperable global platform that
enables funds to be sent quickly and securely via three payment flows:
� Disbursements - payments from governments, businesses, and non-profits to
consumers
� Domestic P2P - payments between two consumers in one country
� Cross-border P2P - payments between two consumers in different countries
Q: Which Mastercard Send flows are currently available in the U.S.?
A: The Mastercard Send API is available for Domestic P2P and Disbursements
providers. Additionally, there is a Remittance API that can be used for providers
looking to enable cross-border payments originating in the United States.
Q: Why is Mastercard offering these services?
A: In the U.S., Disbursements and P2P payments make up $4 trillion per year; most
of these payments are made via checks, ACH transfers and cash. Currently, the
methods for these payments are slow, lack ubiquity and create security concerns.
Consumers want to be able to send and receive money using their connected devices
regardless of where they bank and disbursers are looking for cheaper and more
efficient ways to send money to their consumers. In line with Mastercard's vision
to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer
and more efficient for all parties.
Q: How does a Send transaction work?
A: While most electronic P2P and Disbursements' solutions rely on slow, batch-
oriented ACH methods, the Mastercard Send solution leverages debit networks to move
funds, typically within seconds. Mastercard Send is unique: funds can be
transferred to virtually all debit cards in the U.S. and, in most cases, funds can
be transferred typically within seconds. Through a set of APIs, a service provider
can request a transfer through a sending acquirer, which Mastercard then routes to
any U.S. bank account via a debit card regardless of the brand.
Q: What cards are eligible for Mastercard Send transactions?
A: Currently, the service is only available for U.S. consumer debit and reloadable
prepaid cards. However, the MoneySend mandate includes all consumer cards: debit,
credit and prepaid. Mastercard recommends that issuers support all cards when
migrating to Transaction Code 28 to prepare for future service enhancements.
Q: What role does an issuer play in a Send transaction?
A: One role that issuers play in a Send transaction is as receiving institutions.
In this role, issuers are required to post funds to their cardholders' accounts.
When a service provider sends funds to a debit account using Transaction Code 28,
the issuer of the receiver's debit card is paid a share of network fees. Once an
issuer has complied with the MoneySend mandate to enable Transaction Code 28, they
will be eligible to start collecting these fees. For more information on the
mandate, see Global Operations Bulletin No. 2 (February 2, 2014).
Q: Can an issuer use Mastercard Send for a P2P program?
A: An issuer could offer P2P payment services by leveraging the Mastercard Send API
to allow their cardholders to send and receive payments with their friends and
family. While Mastercard Send is a critical part of a P2P program, interested
issuers should consider the other necessary implementation measures and development
requirements. These considerations should include: customer acquisition costs,
receiver management requirements for users without accounts at a bank, the
necessary user interfaces for a standalone or integrated mobile application, among
other considerations.
Q: How does Mastercard Send differ from MoneySend?
A: Mastercard Send is the first-of-its-kind interoperable global platform that
enables funds to be sent quickly and securely. In the U.S., it will enable
disbursements and P2P payments to and from nearly any U.S. debit card account,
including non-Mastercard debit cards. MoneySend is the Mastercard transaction type
(Transaction Code 28) designed for real-time money transfers by issuers connected
to the Mastercard network.
Prepaid
Q: Where can I get a Mastercard Everyday Prepaid Card?
A: It's easy to find the Mastercard Everyday Prepaid Card that's right for you.
They are available at participating stores and online.
Q: Do I have to activate and register my prepaid card before using it?
A: Activation and registration requirements vary, so check your card packaging for
detailed instructions. To take advantage of the reload function and card benefits
such as zero liability or card replacement, you will need to register your card.
Q: How do I use a Mastercard Everyday Prepaid Card?
A: When you're ready to make a purchase, give the cashier your card or, if asked,
swipe your card at the terminal. The purchase amount will automatically be deducted
from the card balance.
Q: Where can I use my Mastercard Everyday Prepaid Card?
A: You can use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard
is accepted - that's millions of locations worldwide from retail stores to online,
mail and phone orders. You can also use your card to pay bills online.
Q: My available card balance will not cover my purchase amount. Can I still use my
prepaid card?
A: Yes, just tell the cashier in advance how much to deduct from your prepaid card
and how much you will pay using an alternate payment method. Note that this
process, known as "split tender," may not be supported by all merchants.
Q: How do I return an item that was purchased on a Mastercard Everyday Prepaid
Card?
A: When you make a return, the cashier may ask to see your card. The value of the
returned merchandise will be credited back to the card.
Q: I can't find my Mastercard Everyday Prepaid Card. What should I do?
A: If you registered your Mastercard Everyday Prepaid Card, your issuer can use the
information you provided during registration to issue a replacement card. Be sure
to keep a record of the card number.
Contact the issuer of your card immediately to report the lost or stolen card. You
can also contact Emergency Services for additional assistance.
Mastercard Everyday Prepaid Cards that have been registered include Zero Liability
protection. Certain exceptions apply. Click here for terms & conditions for Zero
Liability.
Q: How do I add funds to my card?
A: After you register your Mastercard Everyday Prepaid Card, the best way to add
funds to your card is to set up direct deposit of your paycheck. Take your card's
direct deposit information to your employer to have your paycheck automatically put
on your card each payday. Direct deposit information varies, so check your card
packaging or contact the card issuer.
You can also add money to your card at participating retail locations. Check your
card packaging or contact the card issuer to find out which retailers are
supported.
Q: Where can I get a Mastercard Prepaid Gift Card?
A: Mastercard Prepaid Gift Cards are available at bank branches and retail
locations, as well as online and via phone. There are many card styles to choose
from, some of which can be customized with unique designs, the recipient's name and
personal messages. It's easy to find the prepaid gift card that's right for you.
Q: I received a Mastercard Prepaid Gift Card. Do I need to activate or register my
card before using it?
A: Check your gift card, the receipt or related packaging for any specific
activation instructions. Many Mastercard Prepaid Gift Cards sold in retail
locations are automatically activated when the card is purchased. Call the customer
service number on the back of the card if you have questions about how to activate
the card. For online and telephone purchases, you may need to register your card
with the card issuer.
Q: How do I use a Mastercard Prepaid Gift Card?
A: When you're ready to make your purchase, give the cashier your card or, if
asked, swipe your card. The purchase amount will automatically be deducted from the
card balance.
Q: Where can I use my Mastercard Prepaid Gift Card?
A: You can use your Mastercard Prepaid Gift Card anywhere Debit Mastercard is
accepted - that's millions of locations worldwide from retail stores to online,
mail and phone orders. You can also use your card to pay bills online.
Q: ?How long can I use my Mastercard Prepaid Gift Card?
A:? You can make purchases on your prepaid gift card until the value of the card
has been depleted, or until the expiration date shown on the card.
Q:? What happens if I need to return an item purchased using my Mastercard Prepaid
Gift Card?
A:? When making a return, you may be asked to show the card that was used to make
the purchase. The value of the returned merchandise will be credited back to your
card.
Q: How do prepaid travel cards work?
A: Prepaid travel cards work just like all Mastercard prepaid cards, which means
you can spend up to the value placed on the card anywhere Debit Mastercard is
accepted. You can shop in stores, online or over the phone. As you make purchases
with the card, funds are immediately deducted from the available card balance. You
can continue to use your card until the card balance has been depleted or until the
expiration date shown on the card.
You might want to check your card balance before you shop since the merchant or
service provider may not be able to retrieve this information for you.
Q: How can I get the balance on my prepaid travel card?
A: Depending on your card, you may be able to check your balance on the issuer's
Web site. Certain merchants will also have the ability to read your card's balance
for you.
Q: What if my card is lost or stolen?
A: Contact the issuer of your card immediately to report a lost or stolen card.
There is a customer service number listed on the back of the card. Be sure to keep
a record of the Mastercard Travel Card number. Your issuer may need this
information to cancel the card and issue a replacement.
If you registered your Mastercard Travel prepaid card, it may provide Zero
Liability protection. Certain exceptions apply. Click here for terms & conditions.
Q: What is Mastercard rePower?
A: The Mastercard rePower Load Network is a service from Mastercard that allows you
to add money your eligible Mastercard prepaid card at participating merchants.
Q: How does Mastercard rePower work?
A: Simply visit a participating retailer with the cash you want to add.
Some retailers support the card swipe method, which enables you to add funds in-
store by asking the cashier to swipe your card. While other retailers sell reload
packs, (e.g., Green Dot MoneyPak, Vanilla Reload Pack) that you purchase and add
funds on your card by entering a code online or by phone.
Western Union locations will ask you to fill out a form and an agent will load the
money onto your card.
Q: How do I use the Mastercard rePower Merchant Locator?
A: Click here to access the rePower Merchant Locator. Type in a city and state, or
a zip code to search the thousands of retail locations for the one nearest you. You
can further narrow down the list by providing a street address or a merchant's
name.
Retailers who support the card swipe reload method will have "Card Swipe" listed
next to their names and those who enable Mastercard rePower reloads through the
Green Dot� MoneyPak card will have "MoneyPak" listed. Retailers who support both
card swipe and MoneyPak will have "Both".
Q: Can I reload any prepaid card at Mastercard rePower merchants?
A: Reloadable Mastercard or Maestro prepaid cards are the only cards that can be
loaded using the Mastercard rePower load network. You can find out if your card is
eligible by looking for the Mastercard rePower logo on the back of your card or by
contacting your card issuer.
Q: How do I get my Mastercard prepaid card balance?
A: You can get your balance by following the instructions provided with your card.
Generally, this includes either visiting the card issuer's Web site or by calling
the phone number on the back of the card.
Q: How much does a Mastercard rePower reload transaction cost?
A: Retailers may charge reload fees. Please refer to the fees section and also
check with your local participating retailer for the most up-to-date information.
Privacy Practices
Q: What data does Mastercard collect and how does Mastercard use it?
A: When processing a purchase transaction, we collect limited information such as
the payment card number, the merchant name, merchant location and the date and
amount of the transaction. Importantly, we do not generally collect the
cardholder�s name, address or other directly identifiable information to process
such transactions. We may collect additional personal information in other
contexts, such as for fraud monitoring and prevention, authentication, risk
management and dispute resolution, or when individuals decide to participate in one
of our optional programs such as Priceless Cities.
Q: How does Mastercard capture the value of data while protecting people�s privacy?
A: We help businesses, governments, the public sector and individuals better
understand the world around them. To achieve this, we remove personal information
by anonymizing data and produce aggregated trends and insights. One way that we use
these trends and insights is for social good, thereby advancing financial inclusion
and humanitarian efforts around the globe. Combined with our strong commitment to
data ethics, this contributes to effective outcomes while respecting people�s
privacy and human rights.
Q: How can individuals know more about what data Mastercard collects and how that
information may be used?
A: Transparency is core to Mastercard. We explain how we handle individuals�
personal information in our Global Privacy Notice, which is complemented by
specific privacy notices for certain products and services. As a service provider,
we refer individuals to the privacy notice provided by those third parties for more
information on how their personal information is handled.
Q: Does Mastercard share transaction data?
A: We do not share transaction data without consent or as otherwise legally
permitted such as in the context of fraud prevention.
Q: Does Mastercard comply with the GDPR?
A: Yes, we comply with all local regulations, including the GDPR. We�ve embraced
the change as an opportunity to examine our own data practices � ultimately
deciding to go further and implement key consumer protections the GDPR offers to
our individual users around the globe. For instance, we will soon make our online
portal available globally, so that individuals everywhere will be able to access,
correct, modify or move their personal information. The EU GDPR FAQ provides more
information on our approach to GDPR compliance.
Q: Has Mastercard received recognition for its privacy practices?
A: Yes. In Europe, our Binding Corporate Rules (�BCRs�) were approved by EEA Data
Protection Authorities and allow us to transfer personal information from our
cardholders, customers, partners and employees to all Mastercard entities globally.
In 2019, Mastercard also received certifications under the Asia-Pacific Economic
Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition
for Processors system. For more information on the APEC systems, please visit:
http://cbprs.org.
Q: What steps does Mastercard take to ensure privacy is protected?
A: We believe that personal information is just that � personal. And, we take great
care to ensure it stays that way. We embed privacy safeguards into the design and
creation of all our products and services. We do this by limiting data use to
what�s needed to get the job done and looking for ways to encrypt or de-identify
personal information while making sure each product is still convenient and easy to
use. In addition, we employ rigorous standards to ensure the safety and security of
data not only within Mastercard, but with all our partners and vendors as well.
Q: Who owns personal information?
A: Your personal information belongs to you and you control how it is used.
Q: How can individuals control how their data is being used?
A: We provide individuals with privacy rights and choices. You can opt out of your
personal information being used for marketing, data analytics and web analytics at
any time and at no cost, using our online forms. Individuals also have the right to
access, correct, modify or move their personal information via our online portal,
which is currently available for all users located in the European Union and will
shortly be accessible worldwide.
Problems Shopping
Q: A merchant required me to make a minimum purchase when I used my credit card.
What should I do?
A: A merchant located in the United States or a U.S. region/territory may set a
minimum transaction amount for credit cards only. The amount may not exceed $10 and
cannot discriminate between issuers or between Mastercard and other acceptance
brands. Merchants are not permitted to require a Mastercard cardholder to pay a
minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If
you believe that a merchant inappropriately requested a minimum charge, you may
report this by completing a form available through this link: Report a problem.
Q: A merchant wanted to charge a surcharge or fee to use my Mastercard. What should
I do?
A: As a result of a court-approved settlement, Mastercard agreed to modify its
rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they
complied with certain limitations.
Merchants have the option to add a surcharge at the "brand level" where the
surcharge is the same for all Mastercard credit cards, regardless of the card's
issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge
to all World Mastercard cards regardless of the card's issuer but not standard
Mastercard credit cards). Click here for the details. A merchant's ability to
surcharge on credit cards is subject to any restrictions or prohibitions imposed by
applicable state law. Mastercard rules continue to prohibit merchants from applying
a surcharge on debit cards.
If you are not certain whether you have been charged appropriately, or you would
like to report a questionable charge, email us and provide the information
requested.
Q: What should I do if the merchant surcharge was not clearly disclosed before I
paid?
A: Merchants must clearly disclose their surcharges at the register and clearly
indicate the amount of the surcharge on the receipt. If you do not believe that you
have been charged the correct amount, or you would like to report a questionable
charge, email us.
Q: What should I do if the merchant surcharge was a higher amount than what I
expected?
A: The surcharge that the merchant assesses may not exceed the merchant discount
rate that the merchant pays for the credit card that is surcharged. In the United
States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event
may the merchant surcharge greater than 4%. Merchants much clearly disclose their
surcharges at the register and clearly indicate the amount of the surcharge on the
receipt. If you do not believe that you have been charged appropriately, or you
would like to report a questionable charge, email us.
Q: Why was I charged a higher amount at the pump because I used my Mastercard?
A: A merchant may provide a discount to its customers if they pay in cash, provided
that the discount is posted. If you would like to report a questionable charge, you
may complete a brief online form.
Q: Are merchants allowed to ask me to provide identification to use my Mastercard?
A: There are certain situations when you use your Mastercard during which a
merchant may require personal information. For example, for shipping purposes.
If you believe that a merchant has violated the above standard or their actions
requesting identification are questionable, you may report it by completing a brief
online form.
Q: I tried to make a purchase but my card gets declined. What should I do?
A: If a transaction is declined, please contact the financial institution that
issued your card. Sometimes banks put security measures in place to reduce the risk
of fraudulent transactions on certain types of transactions, which may result in
declined transactions.
Report Fraud
Q: I received an email/phone call from Mastercard about my account but it appears
to be a scam or a phishing email. What should I do?
A: Mastercard will never solicit personal or account information from a cardholder
and we suspect that the information you received is fraudulent. Consumers should
always safeguard their personal information and refrain from responding to
suspicious email/phone scams. If you suspect fraud on your account, please contact
your issuing bank immediately to report it. We would appreciate if you could
forward the original email to stopit@mastercard.com.
Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam.
What should I do?
A: Mastercard does not contact individuals to request personal information
including credit or debit card account information. If you received an unsolicited
phone call, email, text or social media request from an individual claiming to be a
Mastercard representative, do not respond.
Mastercard cardholders should always safeguard their personal information and not
respond to any suspicious emails or inquiries.
If you are a victim of a phishing attack and believe your account information may
have been compromised, please contact the financial institution that issued your
credit or debit card to report the incident.
Q: I believe fraudulent purchases were made on my Mastercard. How do I report it?
A: If you believe that a transaction posted to your account is fraudulent, you
should immediately contact the financial institution that issued your card.
Typically, there is a customer service number for your financial institution on the
back of each card that you can call. You can always contact the Mastercard
Assistance Center either toll-free (if calling from within the United States) at 1-
800-627-8372 or collect at 1-636-722-7111.
Q: I know who committed fraud on my Mastercard credit card or debit card. How do I
report it?
A: If you believe that you have information about a person who has committed fraud
by using your Mastercard without your permission, please contact the financial
institution that issued your card. Contact information can be located on the back
of your card or on a monthly billing statement.
Q: I believe someone has applied for a Mastercard credit card in my name. What
should I do?
A: Mastercard does not issue cards and we can't tell you if an account has been
opened in your name. If you know the name of the financial institution, you should
contact them immediately and cancel the account. Then you should notify each of the
three U.S. credit reporting agencies if you are based in the United States:
� Equifax - www.Equifax.com
� Trans Union - www.TransUnion.com
� Experian - www.Experian.com
The credit reporting agencies should provide you with a copy of your credit report.
Even if you do not see an unusual creditor on a credit report, you should formally
write to advise them of the situation.
For more information on credit reports, go to www.ftc.gov and select credit
reports.
Q: There was a breach on my account and I received a new card. How can I get more
information?
A: Mastercard appreciates the concern and diligence you are taking to protect your
finances. We take each card breach very seriously and work closely with
investigative agencies. We encourage you to contact your financial institution for
the most up-to-date information. Typically, there is a customer service number on
the back of the card that you can call.
Q: How do I report potential fraud?
A: If you possess contact information for someone who has committed fraud on a
Mastercard account, please contact your merchant service provider for assistance in
reaching the financial institution that issued the Mastercard account.
Replacement Card
Q: How can I get a replacement card?
A: Mastercard can assist you in getting a replacement card by working with the
financial institution that issued your card. Replacement cards require that your
financial institution issues a new account number. To request an emergency card
replacement, please contact the Mastercard Assistance Center either toll-free (if
you are located in the United States) at 1-800-627-8372 or collect at 1-636-722-
7111.
rePower
Q: What is Mastercard rePower?
A: The Mastercard rePower Load Network is a service from Mastercard that allows you
to add money to your eligible card at participating merchants. This service is
currently available in the U.S. at over 100,000 retail locations.
Q: How does Mastercard rePower work?
A: Simply visit a participating retailer with the cash you want to add. Some
retailers support the card swipe method, which enables you to add funds in-store by
asking the cashier to swipe your card. While other retailers sell reload packs,
(e.g., Green Dot MoneyPak, Vanilla Reload Pack) that you purchase and add funds on
your card by entering a code online or by phone.
Western Union locations will ask you to fill out a form to add funds and an agent
will load the money onto your card.
Q: How do I use the Mastercard rePower Locator?
A: Type in a city and state, or a zip code to search for a retail location nearest
you. You can further narrow down the list of Mastercard rePower merchant locations
by providing a street address. Click the Search button, and you will be presented
with a list of locations and the type of reload supported (e.g., Card Swipe,
Western Union, Reload Pack).
Q: How do I get my card balance?
A: Follow the instructions provided with your card. Typically, you may get your
balance by either visiting your card issuer's website or by calling the phone
number on the back of the card.
Q: How much does a Mastercard rePower reload transaction cost?
A: Reload fees charged by the retailer may apply. Please refer to the fees section
and also check with a participating merchant for the most up-to-date information.
A: If your question is not listed among the previous topics and questions, your
best option is to contact the financial institution that issued your account as
only they hold account specific and unique information. Typically, there is a
customer service number for your financial institution on the back of the card that
you can call. You can always contact the Mastercard Assistance Center either toll-
free at 1-800-627-8372 (if you are in the U.S.) or collect at 1-636-722-7111.
Q: Can I reload any card at Mastercard rePower merchants?
A: Your debit or prepaid card must be eligible for rePower reloads. You can find
out if your card is eligible by looking for the Mastercard rePower logo on the back
of your card or by contacting your card issuer.
SecureCode
Q: What is Mastercard Identity Check and how does it impact SecureCode?
A: Identity Check is Mastercard's new and improved payment authentication program
based on the payment industry specification - EMV 3-D Secure. SecureCode customers
are encouraged to transition to Identity Check to take full advantage of the
superior program benefits. As the transition takes place, you will progressively
see Identity Check information replacing SecureCode.
Q: What is Mastercard SecureCode?
A: Mastercard SecureCode is a service to enhance your existing Mastercard credit
card or debit card. With a private code - similar to a PIN - you get protection
against unauthorized use of your card when you shop at participating online
retailers.
Q: How does Mastercard SecureCode work?
A: Once you've registered and created your own private SecureCode, you will be
automatically prompted by your financial institution at checkout to provide your
SecureCode each time you make a purchase with your registered credit card or debit
card at a participating online merchant. Your SecureCode is quickly confirmed by
your financial institution and then your purchase is completed. Your SecureCode
will never be shared with the merchant. It's just like entering your PIN at an ATM.
Q: What should I do if I can't remember my SecureCode?
A: You may be prompted to reset your SecureCode or you can contact the customer
service number for your financial institution, which is typically found on the back
of your card.
Secure Digital Checkout
Q: What is Mastercard Secure Remote Commerce?
A: Mastercard Secure Remote Commerce (SRC) provides a password-free digital
checkout option featuring advanced payment technology and intelligent security.
Consumers can look for the EMV� SRC payment icon to experience the future of
secure, convenient digital checkout where Mastercard is accepted.
Q: Is Mastercard Secure Remote Commerce secure?
A: Mastercard Secure Remote Commerce uses advanced payment technology and
intelligent authentication that help recognize your consumers at checkout. It also
leverages behavioral analytics and biometrics to confidently identify legitimate
consumers in real time with reduced friction.
For additional security, verification is always required to update personal
information. Your consumers may need to provide verification if there is unusual
activity with their payment profile.
Q: How do my consumers create a Mastercard Secure Remote Commerce payment profile
or add a card?
A: There are several convenient ways to create a payment profile or add a card.
Your consumers can:
� Create a payment profile or add a Mastercard card at checkout.mastercard.com
� Create a payment profile or add a Mastercard card at checkout wherever they
see the payment icon where Mastercard is accepted
� Enroll through their bank�s site or app when they see the payment icon
To add cards from payment brands other than Mastercard, visit that payment brand�s
site directly.
Q: Which payment methods does Mastercard Secure Remote Commerce support?
A: Your consumers can use all Mastercard credit, debit and prepaid payment methods
for Mastercard Secure Remote Commerce checkout. However, each merchant decides
which payment brands to accept.
Enrollment and availability of specific card programs may vary depending on the
brand.
Q: Is Mastercard Secure Remote Commerce for online payments only?
A: Yes. This new digital checkout option brings Mastercard security technology to
online payments so your consumers will feel as secure and confident paying online
as they do in stores.
Q: Why should my consumers use Mastercard Secure Remote Commerce?
A: Mastercard Secure Remote Commerce features the latest security and payment
technology so your consumers can check out quickly and securely without a password.
Mastercard Secure Remote Commerce protects consumer payment information with
multiple layers of security and provides a consistent, frictionless digital
checkout experience across all participating merchants.
Q: How are consumer payment profiles secure without passwords?
A: Passwords can be lost or stolen. Mastercard Secure Remote Commerce uses advanced
payment technology and intelligent authentication to ensure that your consumer, and
only your consumer, is completing a transaction.
For additional security, verification is always required to update personal
information. Consumers may need to provide verification if there is unusual
activity with their payment profile.
Merchant FAQs
Q: What are the benefits of implementing Mastercard Secure Remote Commerce?

A: Implementing Mastercard Secure Remote Commerce can potentially increase your
approval rates, leading to higher conversion rates and a better consumer
experience.
How? Mastercard Secure Remote Commerce creates a convenient, consistent digital
checkout experience. Your consumers will find a recognizable icon across merchants
and devices, streamlining checkout. Also, they'll know their purchases are
protected by advanced payment technology � with no need to remember a password.
Q: How much does Mastercard Secure Remote Commerce cost?
A: Mastercard Secure Remote Commerce is free for your consumers, but merchant
development costs may apply.
Q: How is Mastercard Secure Remote Commerce different from other online payment
solutions?
A: Mastercard Secure Remote Commerce is a faster, smarter way to pay that takes the
hassle out of paying online, letting your consumers securely access their
information at checkout � without a password. Instead, this innovative service uses
advanced payment technology and intelligent authentication that works across online
shopping platforms and devices.
Q: How and where do consumers use Mastercard Secure Remote Commerce?
A: This secure, convenient digital checkout option is designed to work across
devices and web browsers.
Consumers can experience the future of secure, convenient digital checkout by
looking for the payment icon where Mastercard is accepted.
They simply enter their user ID, select their card and complete their purchase.
Issuer FAQs
Q: How can I offer Mastercard Secure Remote Commerce to my consumers?
A: Mastercard Secure Remote Commerce is designed to work with major payment methods
across credit, debit and prepaid cards.
Q: Where can consumers use Mastercard Secure Remote Commerce?
A: Your consumers can use Mastercard Secure Remote Commerce by looking for the
payment icon where Mastercard is accepted. However, merchants decide which payment
brands to accept.
Q: How does Mastercard Secure Remote Commerce help financial institutions?
A: Mastercard Secure Remote Commerce helps financial institutions better manage
authentication and risk by leveraging EMV� standards to make online payments more
secure.
Mastercard Secure Remote Commerce also deepens consumer relationships by empowering
your consumers to take control of their stored digital payment credentials through
your mobile banking app or website.
Your consumers can experience the future of secure, convenient digital checkout by
looking for the payment icon where Mastercard is accepted or visiting
checkout.mastercard.com.
Security Vulnerability Reporting Program - Bug Bounty Program
Q: What is Mastercard's policy when it comes to reporting security vulnerabilities?
A: At Mastercard, safety and security are foundational principles central to every
part of our company and the innovative technology platforms and services we enable.
We know that secure products and services are essential to the trust that our
customers, cardholders, merchants and other partners place in us.
If you believe you have identified a security vulnerability, we encourage you to
report this to us as soon as possible through our vulnerability reporting program.
We will investigate all verifiable and legitimate reports and do our best to
quickly fix the problem that you have helped us spot as quickly as possible.
Q: What platforms and vulnerability categories are in scope?
A: Currently, the following platforms and vulnerability categories are in scope
under our vulnerability reporting program (bug bounty program):
Platforms
� Mastercard.us
� Priceless.com
� Simplify Commerce
Vulnerability categories
� Cross-site scripting
� Cross-site request forgery
� Insecure direct object references
� Injection vulnerabilities
� Authentication vulnerabilities
� Server-side code execution
� Privilege escalation
� Significant security misconfiguration (when not caused by user)
Q: What if I identify vulnerabilities or issues outside of these areas?
A: Security is our top priority. We're relentless in securing our digital assets
and welcome the opportunity to collaborate with the technology and cybersecurity
research community. You can submit potential security vulnerabilities to
security@mastercard.com. Please note that information provided through this email
address is not eligible for compensation under our vulnerability reporting program.
Q: What is the reward process for reported vulnerabilities?

A: Monetary rewards are offered to external security researchers if they identify
an issue on one of the in-scope platforms. Compensation depends on the severity and
impact of the identified issue.
Site Data Protection and PCI
Q: What is the Mastercard Site Data Protection (SDP) Program?
A: The SDP Program is Mastercard�s program in support of PCI Security Standards and
is designed to encourage customers, merchants, and Service Providers to protect
against Account Data Compromise (ADC) Events. The SDP Program promotes the
identification and correction of vulnerabilities in security processes, procedures,
and website configurations.
Q: Who is required to comply with the PCI DSS?
A: Compliance with the PCI DSS is required for all issuers, acquirers, merchants,
Service Providers and any other entity that stores, processes or transmits
Mastercard and Maestro account data.
Q: Who is required to validate/report their PCI DSS compliance to Mastercard?
A: The SDP Program requires validation of compliance only for merchants and Service
Providers.
Q: I am an acquirer or an issuer. Do I need to validate/report compliance to
Mastercard?
A: Acquirers and issuers are required to achieve PCI DSS compliance, however, an
acquirer or an issuer does not have to report their PCI DSS compliance to
Mastercard.
Q: I am a merchant. What do I need to do to meet SDP Program requirements?
A: Mastercard recommends that you contact your acquiring bank to assist you with:
� Determining your merchant level (L1, L2, L3 or L4) based on combined annual
Mastercard and Maestro transaction counts
� Confirming PCI DSS compliance validation requirements
It is your acquirer who will manage your PCI DSS compliance and report your status
directly to Mastercard. Mastercard does not accept PCI DSS validation documentation
sent by a merchant.
A merchant that stores, processes or transmits cardholder data must be PCI DSS
compliant and a merchant that uses third party-provided payment applications must
only use payment applications that are compliant with the Payment Card Industry
Payment Application Data Security Standard (PA-DSS).
Q: I am an acquirer. What do I need to do to meet SDP Program requirements?
A: An acquirer is responsible for implementing a PCI DSS compliance program for
their L1, L2, L3 and L4 merchants. To ensure compliance with the SDP Program, you
should:
� Help determine merchant levels based on combined annual Mastercard and
Maestro transaction counts
� Review and communicate merchant compliance validation requirements for each
L1, L2, L3 and L4 merchant in your portfolio
� Set deadlines for merchants to submit PCI DSS validation documents
� Submit a completed SDP Acquirer Submission and Compliance Status Form to
sdp@mastercard.com reporting on your merchants� PCI DSS compliance status (only L1,
L2 and L3 merchants are required to be reported via the SDP Form. L4 merchant
reporting to Mastercard is optional.)
Q: I am a Service Provider. What do I need to do to meet SDP Program requirements?
A: Mastercard recommends that you review SDP Program requirements to assist with:
� Determining your Service Provider level (L1 or L2) based on type and combined
annual Mastercard and Maestro transaction counts
� Confirming PCI DSS compliance validation requirements
� Once compliant, submit a signed Attestation of Compliance (AOC); or for those
SAQ eligible, submit the SAQ D AOC and latest passing scan to
pcireports@mastercard.com.
� If not yet compliant, the PCI Action Plan for Service Providers should be
completed and submitted to pcireports@mastercard.com.
A Service Provider that stores, processes or transmits cardholder data must be PCI
DSS Compliant and a Service Provider that uses third party-provided payment
applications must only use payment applications that are compliant with the PA-DSS.
To be listed on The Mastercard SDP Compliant Registered Service Provider List
updated monthly on the SDP website, a Service Provider must have submitted to
pcireports@mastercard.com a copy of their AOC by a QSA reflecting validation of the
company being PCI DSS compliant and been registered as a Service Provider by one or
more Mastercard Customers.
Q: I am a SDP Level 1 Merchant. What are my PCI compliance validation requirements?
A: To validate compliance, a L1 merchant must successfully complete:
� An annual onsite assessment conducted by a PCI SSC approved Qualified
Security Assessor (QSA) or internal auditor
� Quarterly network scans conducted by a PCI SSC Approved Scanning Vendor (ASV)
A L1 merchant that uses an internal auditor for compliance validation must ensure
that primary internal auditor staff engaged in validating compliance with the PCI
DSS attend the PCI SSC-offered Internal Security Assessor (ISA) Program and pass
the PCI SSC associated accreditation examination annually in order to continue to
use an internal auditor.
� An annual self-assessment conducted by an Internal Security Assessor (ISA) or
may alternatively, at their own discretion, engage a PCI SSC-approved QSA for an
onsite assessment
A L2 merchant must ensure that staff engaged in self-assessing the merchant�s
compliance with the PCI DSS attend the PCI SSC-offered Internal Security Assessor
(ISA) Program and pass the PCI SSC associated accreditation examination annually in
order to continue the option of self-assessment for compliance validation.
� An annual self-assessment
Note: A L3 merchant completing a Self-Assessment Questionnaire (SAQ) should consult
with their acquirer to determine which SAQ is appropriate for their environment.
A: A merchant that is not deemed to be a L1, L2, or L3 merchant is a L4 merchant.
While a L4 merchant is not required to validate/report their PCI DSS compliance to
Mastercard, a L4 merchant is still required to be PCI DSS compliant and must
successfully complete:
Note: A L4 merchant completing a Self-Assessment Questionnaire (SAQ) should consult
with their acquirer to determine which SAQ is appropriate for their environment.
Q: Are there alternative ways to validate PCI compliance to Mastercard if I use
secure technology such as EMV or P2PE?
A: Mastercard offers a merchant implementing secure technologies such as EMV or
P2PE alternative ways to validate their PCI DSS compliance. A qualifying merchant
may validate compliance through either the Mastercard Risk-based Approach (applies
to eligible non-U.S. merchants only) or the Mastercard PCI Compliance Validation
Exemption Program (the �Exemption Program�) (applies to eligible merchants in all
Regions).
Both the Risk-based Approach and PCI Compliance Validation Exemption Program
provide some validation/reporting relief to merchants. Mastercard encourages you to
review 10.3.4.1 Risk-based Approach and 10.3.4.2 PCI Compliance Validation
Exemption Program in the Security Rules and Procedures Manual � Merchant Edition
for more information on eligibility requirements. A merchant that does not satisfy
all eligibility criteria must continue to validate its PCI DSS compliance in
accordance with the SDP Program�s 10.3.4 Implementation Schedule.
Q: I am a SDP Level 1 Service Provider. What are my PCI compliance validation
requirements?
A: To validate compliance, a L1 Service Provider must successfully complete:
� An annual onsite assessment conducted by a PCI SSC approved Qualified
Security Assessor (QSA)
Q: I am a SDP Level 2 Service Provider. What are my PCI compliance validation
requirements?
A: To validate compliance, a L2 Service Provider must successfully complete:
Q: What is Mastercard�s ISA mandate?
A: The Mastercard ISA mandate applies to Level 1 and Level 2 Merchants:
� A Level 1 Merchant that uses an internal auditor for compliance validation
must ensure that primary internal auditor staff engaged in validating compliance
with the PCI DSS attend the PCI SSC-offered Internal Security Assessor (ISA)
Program and pass the PCI SSC associated accreditation examination annually in order
to continue to use an internal auditor.
� A Level 2 Merchant must ensure that staff engaged in self-assessing the
merchant�s compliance with the PCI DSS attend the PCI SSC-offered Internal Security
Assessor (ISA) Program and pass the PCI SSC associated accreditation examination
annually in order to continue the option of self-assessment for compliance
validation.
Note: The Mastercard ISA mandate does not apply to L3 merchants.
Q: What is Mastercard�s PA-DSS mandate?
A: All merchants and Service Providers that use third party-provided payment
applications must only use payment applications that are compliant with the Payment
Card Industry Payment Application Data Security Standard (PCI PA-DSS), as
applicable. The applicability of the PCI PA-DSS to third party-provided payment
applications is defined in the PCI PA-DSS Program Guide found in the Document
Library at www.pcisecuritystandards.org. Mastercard also recommends that merchants
use a Qualified Integrator & Reseller (QIR) listed on the PCI SSC website to
implement a PCI PA-DSS-compliant payment application.
Q: Where can I find PCI compliance validation tools (for example, Self-Assessment
Questionnaires (SAQs), Attestation of Compliance (AOCs), the Prioritized Approach
Tool)?
A: The PCI Security Standards Council manages validation tools to assist merchants
and Service Providers in demonstrating their compliance with the PCI Data Security
Standard (PCI DSS). To view or download compliance validation tools and supporting
documentation, visit the Document Library at www.pcisecuritystandards.org.
Surcharge
Q: My receipt did not clearly indicate the surcharge. What should I do?
A: Merchants can charge a surcharge to customers who pay with Mastercard-branded
credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid
cards. Merchants much clearly disclose their surcharge policies at the register and
clearly indicate the amount of the surcharge on the receipt.
like to report a questionable charge, email us directly at
merchantsurcharge@mastercard.com.
Q: The merchant surcharge was a higher amount than I expected. What should I do?
A: The surcharge that the merchant assesses may not exceed the merchant discount
rate that the merchant pays for the credit card that is surcharged. In the United
States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event
may the merchant surcharge an amount greater than 4%. Merchants much clearly
disclose their surcharges at the register and clearly indicate the amount of the
surcharge on the receipt.
like to report a questionable charge, email us here and provide the information
requested.
Q: The merchant surcharge was not clearly disclosed before I paid. What should I
do?
A: Merchants must clearly disclose their surcharges at the register and clearly
indicate the amount of the surcharge on the receipt. If you are not certain whether
you have been charged appropriately, or you would like to report a questionable
charge, email us here and provide the information requested.
Q: I was charged a surcharge without my knowledge. What should I do?
A: Merchants can charge an extra fee to all customers who pay with Mastercard
branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard
prepaid cards. These requirements can be found by clicking here.
Merchants must clearly disclose their surcharge policies at the register and
If you are not certain whether you have been charged appropriately or would like to
report a questionable charge, email us at merchantsurcharge@mastercard.com.
Q: A merchant wanted to charge a surcharge or fee to use my Mastercard. What should
I do?
A: Merchants can charge an extra fee to customers who pay with Mastercard branded
credit cards, where permissible by law. These fees are not allowed on Debit
Mastercard or Mastercard prepaid cards. Additional details on these surcharges can
be found by clicking here.
Merchants must clearly disclose their surcharge policies at the register and
If you are not certain whether you have been charged appropriately, or would like
to report a questionable charge, email us directly at
merchantsurcharge@mastercard.com.
Tax Payments
Q: If I have a problem making a payment, who can I contact?
A: You should contact the financial institution that issued your card for questions
related to billing and fees. There should be a phone number on the back of your
card or on your monthly billing statement. For specific questions relating to state
or local income taxes, contact your local tax authority.
Q: How can I be sure that my card payment has been processed?
A: Upon card authorization, the service provider will provide you with a
confirmation number.
Q: How will I know what fees I'll be charged if I pay taxes with a card?
A: After you have entered the payment amount, the website will disclose the
convenience fee. The fees may vary depending upon the amount of taxes due.
Q: What information will I need to have available to pay taxes with my Mastercard?
A: When prompted, you will be asked for the following:
� taxpayer property/parcel number
� balance due (in whole dollars) calculated on the tax return
� 16-digit Mastercard number
� Mastercard expiration date
� ZIP code where monthly Mastercard account statement is mailed or zip code of
primary cardholder
� daytime telephone number
Q: How will a federal tax payment appear on my statement?
A: There will be two separate entries related to the tax payment transaction: the
first will display the amount of tax paid and identify the payee as �US Treasury
Tax Payment�and the second entry will display the convenience fee and be listed as
�Tax Payment Convenience Fee.�
Q: Where can I get information about IRS e-file?
A: You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.
Telephone or email scam
Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam.
What should I do?
A: Please be advised that Mastercard does not attempt to contact individuals to
request personal information including credit or debit card account information. If
you receive an unsolicited phone call, email, text message or social media request
from an individual claiming to be a Mastercard representative: DO NOT RESPOND.
Mastercard cardholders should always safeguard their personal information and not
respond to any suspicious emails or other inquiries.
If you are a victim of a phishing attack and believe your account information may
have been compromised, please contact the bank or financial institution that issued
your credit or debit card to report the incident.
Transaction Dispute
Q: How can I dispute a charge?
A: Please contact the financial institution that issued your card to dispute a
charge. Only your issuer holds your specific and unique information including what
rights you have to file disputes. The dispute process agreed to by financial
institutions that issue Mastercard or process Mastercard transactions is set up to
allow the financial institutions to manage disputes with cardholders and merchants
in a formal manner.
Q: Who do I contact if I never received an item that I purchased online or by
phone?
A: If you did not receive an item that you purchased or if you received an
incorrect item, you should first contact the merchant to try to resolve the
situation. If you can't come to an agreement and you want to dispute the
transaction, this must be done directly with the financial institution that issued
your Mastercard. Typically, there is a customer service number for your financial
institution on the back of the card.
Q: I made a purchase but received the wrong item. What should I do?
A: If you purchased an item but received the wrong one, please contact the merchant
to try to resolve the situation. If you and the merchant cannot resolve the issue,
and you want to file a disputed transaction, this must be done directly with the
financial institution that issued your Mastercard.
Typically, there is a customer service number for your financial institution on the
back of the card that you can call. You can always contact the Mastercard
Q: How do I get a refund from a business that has filed bankruptcy?
A: If you used a Mastercard for a purchase from a business that has filed for
bankruptcy, you can file a disputed transaction with the financial institution that
issued the card. Typically, there is a customer service number for your financial
institution on the back of your card card that you can call. You can always contact
the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at
1-636-722-7111.
Q: What should I do if the financial institution that issued my Mastercard says
that Mastercard denied my dispute?
A: If your dispute case was denied, the financial institution that issued your
Mastercard will be able to explain the reason. Typically, there is a customer
service number for your financial institution on the back of your card that you can
call. You can always contact the Mastercard Assistance Center either toll-free at
1-800-627-8372 or collect at 1-636-722-7111.
A: If your question is not listed, your best option is to contact the financial
institution that issued your account as only they hold account specific and unique
information. Typically, there is a customer service number for your financial
institution on the back of the card that you can call. You can always contact the
Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-
636-722-7111.
Tokenization
Q: What is tokenization?
A: Tokenization is the process of replacing a card�s primary account number
(PAN)�the 16-digit number on the plastic card�with a unique alternate card number,
or �token.� Tokens can be used for mobile point-of-sale transactions, in-app
purchases or online purchases.
Q: What are the benefits of tokenization?
A: Tokenization reduces fraud related to digital payments by making transactions
more secure by including a dynamic component with each transaction. It takes the
security of a physical EMV chip and applies it to non-card environments including
proximity, mobile and internet payments.
Merchants benefit from more secure transactions, as well as faster checkout
experiences, new payment acceptance options and more ways to sell.
Q: How do I ensure that I can accept transactions from eligible devices?
A: Existing contactless terminals are compatible with tokenized transactions and no
action is required. Mastercard offers merchants a free, optional service for a more
secure in app payment acceptance called Digital Secure Remote Payment (DSRP). To
use DSRP merchants must:
� Contact their acquirer to ensure that they support DSRP
� Integrate their mobile app with the digital wallet partner
Q: What is Mastercard�s role in the launch of digital wallets?
A: The new digital wallets connect into Mastercard Digital Enablement Service
(MDES), so participating issuers can enable secure mobile payments on millions of
devices.
Q: What do these new digital payments mean for me?
A: For consumers and merchants alike, every purchase made with a tokenized
Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google
PayTM or Samsung Pay in the United States offers the enhanced security and benefits
of a digital Mastercard transaction including secure tokenization technology.
Q: Will this affect the way that I identify new or returning consumers?
A: Merchants that use card numbers to identify customers will not be able to
recognize returning customers if it is the first time they are using their token
since it appears as a new card number. However, when used again, merchants will be
able to recognize the token associated with the consumer�s device.
PERFECTMONEY
Frequently Asked Questions
1. Perfect Money and its features
What are some ways I can use Perfect Money
Perfect Money is a universal system that was created as a perfect tool for online
payments. Here is what you can do using Perfect Money:
� make money transfers between users;
� accept payments in on behalf of various business projects on the Internet;
� make regular payments on the Internet;
� store funds in a secure electronic account and receive interest;
� pay for goods and services in various online stores;
� store your assets in cryptocurrency with no risks and no need to set up an
additional wallet;
� buy Bitcoin, gold, USD and EUR currencies online;
� borrow and lend funds on your own terms
What are Perfect Money supported currencies?

Each user account is a multicurrency one. It is subdivided into 4 different
currency accounts:
� USD (PM units, the equivalent of United States dollar)
� EUR (PM units, the equivalent of Euro)
� GOLD (PM units, the equivalent of the precious metal, expressed in troy
ounces)
� Bitcoin (property rights for the publication of entries in the global public
database of bitcoin.org network on behalf of Perfect Money are reserved by Startup
Research & Investments LLC);
How do I become a customer of Perfect Money?

To become a customer of Perfect Money, you need to register in the system.
2. Registration and login

How do I register in the system?
If you want to register in the Perfect Money system, you need to click on the �Sign
up� link at the top of the home page, and then enter your information.
What is the difference between Personal and Business accounts?

A personal account is intended for individuals.
A business account is intended for legal entities.
Both types of accounts can be used for business activities with no limitations.
What are the differences between a Premium level account and a Partner account?
A Premium account is the account with exclusive features, especially when it
relates to customer support. This type of status is awarded at the end of the first
year or upon reaching a certain level of turnover in the account. A client has a
right to submit a special application to upgrade his/her status. Having your status
as Premium also offers reduced service fees as compared to a Normal status. Please
note that Premium account service fee is similar to the verified accounts.
A Partner account is also a privileged type of account which is usually opened by a

representative of a payment system, an exchange or a currency exchange service. The
award of this status is a sole decision of the Perfect Money Administration. This
status helps companies who do business online to optimize B2B payment processing.
How do I receive a Premium status?

To receive a Premium status, you should be registered in the system for at least 1
year and deposit not less than 100,000 US dollars into your account, or its
equivalent in another currency.
Why do I see an error during registration?

This may occur if our website server is under maintenance. Please try a few hours
later. It is also possible that your IP address is blacklisted by our DDOS
protection system. Try to change your outgoing IP address, or contact our customer
support.
Why didn�t I receive my account activation e-mail?

It is possible that you have entered a wrong e-mail address during registration, or
your spam filters blocked an automatically generated message sent by our system.
Check your Spam folder; the message will probably be delivered in a few hours.
Otherwise please register again using another e-mail address.
What should I do if the system does not accept the password or the password is
lost?
You need to send your Member ID and a scanned copy of a document proving your
identity. After comparing this information with the data you submitted at
registration, your password will be emailed to the email address provided during
registration.
Can I have multiple accounts for one IP?

Yes, but all the accounts should contain the same personal data.
What safety measures shall I take when logging into my account?

First of all, make sure that the address bar of your browser displays the proper
URL: https://perfectmoney.is. If possible, try to use a virtual keyboard as it will
protect you from potential identity theft by spyware. Please remember that to log
into your account, you only need to use your username, password, captcha code. In
some cases, we may ask you to confirm your identity by entering a code sent to your
email. We never ask you for your email address and password. If you see any
requests of such kind, it means you are on a phishing site � leave it! We strongly
recommend that you enable additional security tools such as SMS Login and the Code
Card. These tools will provide high level of protection for your account against
unauthorized access. Please make sure that your antivirus is up-to-date and your
computer is virus/malware free.
3. My account
What is the purpose of the My account section?
�My Account� is the first page you see upon logging into the Member area. Here you
can find your recent transactions history, information about your accounts, as well
as details about the security tools used in your account. You can also create an
additional account here.
4. Internal transfer
What account number should I use to receive money?
To transfer funds, you need to use your account number, NOT the ID number , which
is your login. To find out your account number please login to your account. You
will see your account numbers within �My Accounts� section. You should choose the
appropriate account based on the currency used: "U" - for US dollars, "E" - for
Euros, "G" - for gold, and "B" - for Bitcoin.
What is a list of recipients, and why do I need it?

A list of recipients is a feature designed to conveniently store the account
numbers of your recipients in an organized manner.
What is the difference between a single payment and a scheduled payment?

A single payment is an instant one time payment. The value of the payment is set by
you. A scheduled payment is a feature that allows users to schedule payments to
specified accounts on preset dates and of preset value.
Can I get my payment back?

No, you cannot. All payments made within the system are final and irreversible.
How can I send money to a mobile phone?

In order to send money to someone`s mobile phone, you need to specify the amount,
the account you want to send money from and the mobile phone number of the
receiver. An e-Voucher code will be sent to his/her mobile phone. The receiver has
to activate this code for the money to show up in his/her account.
How can I send money to an e-mail address?

You can send money by e-mail to anyone, even if he/she does not have a Perfect
Money account. All you need to do is to indicate the receiver e-mail address, the
exact amount and the account you want to send money from. The recipient will
receive an e-mail containing a special link to the Perfect Money website. Once
registered at Perfect Money, your recipient will be able to get the transfer.
How can I know what fee I need to pay for my internal transfer?
To find out an internal transfer fee, you need to fill out the form on the �Send
Money� page, click "Preview" and see the exact fee to be paid.
Why does the recipient not see my internal transfer in his/her account?
It is possible that your transfer was regarded as suspicious by our intelligent
antifraud monitoring system and was forwarded for manual processing. This process
is a bit longer than the automatic transfer. If your transfer is delayed for a few
hours, please do not worry. After your payment is verified and confirmed as legal,
the money will be credited to the payee`s account.
What is a Quick payment?
A Quick Payment is an option that allows you to save time on internal transfers in
the Perfect Money system. It is a button integrated into the website interface, and
it is available on any page of the website. It helps to make internal transfers in
a few mouse clicks.
What is the difference between a Quick Payment and a usual transfer?

The only difference is a transaction speed. A user does not waste time on going to
the proper page, selecting currency, confirming details and so on. He/she only
needs to specify the receiver account and the system will automatically choose the
proper currency and the account to withdraw the funds from. The Quick Payment
interface appears immediately upon clicking on the "Quick Payment" button located
under the menu of the Member Area.
What is the fee for a Quick payment option?

The service fee remains the same - 0.5% of the transfer amount for verified and
premium accounts. For unverified accounts the fee is 1.99% of the transfer amount.
The fee is always deducted from the account balance of the sender.
How do I make a transfer through a Quick payment option?

Any time you need to make a quick transfer, please log into your account and click
on �Quick Payment� at the upper left corner of the menu. Fill in the form with the
receiver account number and transfer amount. The system will automatically
determine the proper currency and the account to withdraw the funds from for this
transfer.
How does the system choose an account to send money from?

The system selects an account with sufficient funds. If a user has several accounts
with sufficient balances, the system will ask the user to make this choice.
5. Exchange
Why do I need to exchange one currency into another?
Given that currency markets are highly volatile and currency rates change rapidly
during the day, currency exchange may become very profitable. By exchanging one
currency into another, you can make money or protect your savings.
How do I know if I gained or lost by exchanging currency?

The analytical service of Perfect Money allows you to know whether you get profit
or loss from your currency exchange transaction. To check the results, go to the
�Exchange Analytics� section by clicking the link at the bottom of the screen in
the �Exchange� section. Here you can see analytics on each exchange transaction.
How can I navigate currency trends?

You can view analytics and news on the currency market in the �Analytics� section
to make your exchange activity more effective. To stay informed, please enable
notifications on exchange rates to receive updates directly to your e-mail or
mobile phone.
How can I disable notifications?

To make changes, go to �Settings� and click �Notifications�.
6. Deposit
FAQ on deposits made by bank wires
How can I make a deposit by a bank wire?

First of all, you need to verify your account. Upon verification, you should go to
the �Deposit� section and choose the "Bank Wire" option. Once the page opens,
select the account you wish to load by a bank wire and enter the payment amount.
Next you need to complete the form by providing all the required details and click
"Preview". After that, you will be asked to check all the entered information,
choose the primary Certified Exchange Service provider and the secondary Certified
Exchange Service provider from the list of partners, and click "Send". Certified
Exchange Service provider is an exchanger that will process your bank wire. If you
have any questions please do not hesitate to contact the Certified Exchange Service
provider that you have chosen to process your bank transfer.
Note: It is mandatory to indicate the invoice number provided by the system in the
commentary to your bank wire.
Why cant I get the bank details immediately?

Perfect Money does not process payments directly. This transaction is done by
certified exchange service providers selected by a user. Each certified exchange
service provider has its own bank details, so they become available after
processing your application.
What is the minimum amount for a bank wire deposit?

The minimum amount is currently 300 USD or its equivalent in other currency. This
number may change with no prior notice.
How long does it take to transfer money through a bank?

Money transfers via bank wire usually take from 3 to 5 business days. The money is
credited to your account immediately once we receive the transfer from your bank.
What countries can I send a bank wire from?

To find the list of countries, go to �Deposit by Bank Wire� in the �Deposit�
section.
Why is the amount credited slightly smaller than the amount sent?
We do not charge a fee for bank wire deposits; however, beneficiary banks and
correspondent banks may charge a fee for their services.
What should I do if a deposit is not credited within 5 working days after it was
made?
Sometimes transfers take longer than 5 days. Please contact the Certified Exchange
Service provider your have chosen to process your order and notify of the delay.
Check whether the bank�s name matches the one you specified in your transfer order.
Can I transfer money in parts through several transactions?

No, you cannot. You need to transfer the exact amount you specified when your order
was placed. Otherwise, there might be problems with identification of your deposit.
Where can I view my applications for deposit by a bank wire?

You can see the status of your application in the �History� section. If your
application was created recently and no other activity occurred in your account,
you can find it in the �Deposit� section. You will also receive regular status
updates to your internal mail at your account and e-mail address.
How is my application processed and how long does it take?
The system receives your application and redirects it for further processing to the
selected Certified Exchange Service provider within 24 hours. Once your request is
received and processed, all the payment details will be sent to you, if there are
no concerns with your transaction. When the primary Certified Exchange Service
provider fails to process your application for any reason, it is automatically
forwarded to the secondary Certified Exchange Service provider selected by you. If
it is able to process the application, you will receive the bank details to use for
the money transfer. If it is not able to process the application, you will receive
a rejection letter. The standard application processing time is 24 hours for each
of the Certified Exchange Service providers.
Where can I see the status of my application?

You can monitor the status in the "Deposit" section, or check your internal mail
and e-mail frequently.
How and where can I receive bank details to make a transfer?

If the status of your deposit application changes to "confirmed", you should send
your funds to the bank account provided. Bank details are sent to the internal
mailbox and the email address specified during registration. These details can also
be found in your confirmed application.
Why should I specify a Certified Exchange Service provider when making a deposit by
a bank wire?
Our payment system processes only internal transfers from accounts within Perfect
Money. All deposits and withdrawals made through bank wires are processed by our
Certified Exchange Service providers.
Why should I specify an secondary Certified Exchange Service provider?

Sometimes the primary Certified Exchange Service provider fails to process a user�s
application for various reasons. Selecting a secondary Certified Exchange Service
provider in advance will minimize the risk of a possible delay.
If I select two Certified Exchange Services providers, do I have to pay a

commission to both?
No, you will only be charged by the provider who processes your application.
Can I send a bank wire directly to the Perfect Money system?

No, it is currently impossible. This transaction is carried out through Certified
Exchange Services only.
FAQ on deposits by e-Voucher
What is an e-Voucher and where can I buy it?

An e-Voucher is a special code that can be used to make a deposit your Perfect
Money account. You can give or sell it to other Perfect Money users who can
activate it to at their Perfect Money accounts. E-Vouchers can be created instantly
in the �Withdrawal� or �Statement� sections.
How can I load my account by an e-Voucher?

To make a deposit to your account using an e-Voucher, you need to enter its number
and activation code into the appropriate fields at the deposit section, e-Voucher
subdirectory of your Perfect Money account. E-Voucher deposit is instant.
FAQ on deposits made through exchange services

Why do I need an exchange service?
Exchange Service providers work directly with a great number of payment options
which helps users to get main benefits from working with Perfect Money system. For
example, Exchange Service providers can help Perfect Money users to load their
accounts via various payment systems, credit/debit cards, money transfers, bank
wires, cash and other tools.
In a similar way, you can withdraw funds into other payment systems, credit/debit
cards, bank accounts, bank wires, etc. or turn them into cash.
More information on payment tools offered by exchange services can be found on the
�Certified Exchange Service Partners� page under their individual profiles.
Where can I see a list of the exchange service providers working with Perfect
Money?
The list of our certified partners is always available here:
https://www.perfectmoney.is/business-partners.html. We strongly recommend that you
use exchange services from this list.
What is the fee for deposits made through exchange services?

Each exchange service provider sets its own fees. You can learn more about them on
their websites.
I made a transfer to Perfect Money through an exchange service not listed as a

certified partner. Now I don�t see the money at my account�
Nowadays a lot of scammers create fake exchange services. We strongly recommend
using only those providers certified by our system and whose integrity we are
confident about.
I found an exchange service provider who offers very low fees and a good choice of
exchange options. Can you please check it out quickly and add it to your list of
the Certified Exchange Service Partners?
No, we cannot. Verifying an exchange service provider to include it into our
certified list is a very slow process. It will take a significant amount of time to
make sure that an exchange service provider can be trusted.
FAQ on deposits by Bitcoin
How do I make a deposit via Bitcoin?

Please create a deposit order. To do that, please go to the "Deposit" section,
select "Bitcoin", and when the page opens, click "Create a new deposit". Select an
account you want to make a deposit to and enter deposit amount. Click "Preview".
Make sure that all information is correct and submit your application.
After your application is submitted, please send the amount exactly as specified to
the account provided.
Where can I get the address for my transfer?

The address can be found in the deposit order you have submitted. You can copy it
immediately upon submission or find it later in your order form. To view your form,
go to �Deposit� and choose from the list of your deposit orders at the bottom of
the page. Select the one you need and click �View� to view the deposit details.
Here you can find the Bitcoin address to send your money to.
What is the fee for deposits via Bitcoin?

There is no fee for deposits via Bitcoin.
How much time do I have to transfer funds to a Bitcoin address?

You have 24 hours to make one or more payments in Bitcoin to cover the amount
specified in your deposit application.
Is there any limit for deposits by Bitcoin?

No, there is none.
Can I send the amount specified in my application in parts?

Yes, you can. However, all the payments should be made within 24 hours after the
creation of your application and the sum of your payments should equal the amount
specified at your order.
I do not remember the exact time when my order was created. How much time do I have
left?
You can see the exact time of creation and time left until it expires in your
deposit order. To view the form, go to �Deposit� section and choose from the list
of your deposit applications at the bottom of the page. Select the one you need and
click �View� to see the details. Here you can find the time it was created and
deposit expiration time.
What do I do if the amount I sent is larger than the one specified in the
application?
This operation will be carried out manually. If the money is not deposited within
24 hours, please contact the Support Team.
What should I do if I cant transfer the amount specified in my deposit order?

Create a new order for the amount you can transfer.
I have transferred only a part of the amount specified. Is it going to be deposited

into my account?
Most likely, this operation will be carried out manually. If the money is not
deposited within 24 hours, please contact our customer support.
I have paid the full amount but I dont see it deposited into my account. Why?
Your deposit will be processed only after the entire amount is received by Bitcoin.
Each payment requires at least 3 confirmations from the Bitcoin system.
Deposits through the Credit Exchange
How can I deposit funds via the Credit Exchange?

If you want to deposit money by borrowing, you need to create a loan application.
To create your own application, you need to go to the �Credit Exchange� section and
click �Get a loan�.
Look through the existing loan proposals; you might find the one you like.
If you fail to find an offer that meets your needs, you can create your own loan
application.
On the opened page please specify the account to which you want to receive your
loan, the requested amount, the interest rate, the loan term, purpose of the loan
and the commentary thereto. Once you are done, click on the �Preview� button and
check all the information entered. If you are sure that everything is correct,
click on "Create a new loan application" to confirm, or on the "Back" button to
make any corrections.
Where can I view my application?
After it is created, your application will be listed here
https://perfectmoney.is/credits/deals_take.html.
In what currency can I take a loan at the Credit Exchange?

At the moment only USD loans for U-accounts and Euro loans for E-accounts are
offered.
How much will it cost to make a deposit via the Credit Exchange?
The deposit procedure is free; however, there is a fee for using the Credit
Exchange.
What happens if I fail to pay my loan back?

The system will automatically block your account. Any funds from the account used
for the loan will be used to pay off your obligation. In addition, you may be
subjected to legal prosecution on behalf of a lender.
How quickly can I find a lender?

Loans are issued by other participants of the Credit Exchange, so it all depends on
how competitive is your offer. Try to make the loan terms attractive to your
potential lender, and you will be able to find a lender fast.
Shall I create my own loan application or choose one of the existing ones?
It all depends on your preferences. If time is of essence, choosing an existing
loan offer is a smart choice as you will receive money fast. When you create your
own application, you can ask for better terms for yourself, but you will have to
wait for a lender who is willing to accept them.
I do not want to make my loan application public.

You can create a personal loan application and send it privately to a specific
agent. In this case only the recipient will be able to see it. The fee remains the
same: 0.5% paid by the lender and 0.5% paid by the borrower.
7. Withdrawal
FAQ on withdrawals made through bank wires
How do I withdraw money to my bank account?

This option is available to the verified users only.
If you want to make a withdrawal by bank wire, please visit "Withdrawal" section,
select �Withdrawal Through Bank Wire� option, and complete all the required fields.
Your bank details can be obtained from your bank. Use the �Preview� button to check
if all the information is correct. Here you can also choose your primary Certified
Exchange Service provider and the secondary Certified Exchange Service provider
that will process your application. Certified Exchange Service provider is an
exchanger that will process your bank wire. If you have any questions please do not
hesitate to contact the Certified Exchange Service provider that you have
chosen/intend to choose to process your bank transfer.
You should review your entries once more and click "Confirm withdrawal�. The system
will save your application.
How long will it take to withdraw money by a bank wire?

Usually a Certified Exchange Service provider sends money within 24 hours after an
application is created. However, it may take 3 to 5 business days for the money to
show up in a user`s account.
What is the minimum amount I can withdraw via a bank wire?

The minimum amount is set by the Certified Exchange Service partners.
What is the maximum amount I can withdraw via a bank wire?

There is no set limit.
What countries can I wire my money to?

You can find the list of countries in the �Withdrawal� section by clicking
�Withdrawal by Bank Wire�.
Why does the system not allow me to withdraw all the money from my account?
The commission for withdrawals is charged from the account balance. When you
identify the amount you wish to withdraw, you need to make sure that your account
balance can cover the commission you have to pay.
My bank does not work with IBAN, what is the right way to fill out my withdrawal
application?
You can simply enter your bank account number into the IBAN field.
Can I withdraw my money into another person�s account?

You can withdraw your money into any bank account. You just need to make sure all
the recipient information is correct.
What should I do if the withdrawal did not reach my account within 5 working days?
Sometimes a transfer takes longer than 5 days. Please contact the Certified
Exchange Service provider your have chosen to process your order and notify of the
delay There might be a mistake in your withdrawal application like an incorrect
account number and/or name of a payee. This is why the bank cannot credit the money
to your account.
Why should I specify a Certified Exchange Service provider when making withdrawal
by a bank wire?
Our payment system only processes internal transfers made by Perfect Money account
holders. All deposits and withdrawals made through bank wires are processed by the
Certified Exchange Service providers.
Why should I specify an secondary Certified Exchange Service provider?

Sometimes the primary Certified Exchange Service provider of your choice fails to
process an application for some reason. When you select an additional provider, you
minimize the risk of delays in processing.
If I select two Certified Exchange Service providers, do I have to pay a commission

to both?
No, you don�t. You will be charged only by the provider who processes your
application.
What do I do if Certified Exchange Service providers rejected my order or if I do

not like the providers offered?
In such case you may always use Certified Service providers from our list
https://perfectmoney.is/business-partners.html Please contact them directly to make
bank wire arrangements.
FAQ on withdrawals by e-Voucher
How can I create a new e-Voucher?

You can easily and instantly create a new e-Voucher in the "Withdrawal" section of
our website. To do that, you need to enter the amount you want to withdraw and
choose the account for payment.
How can I use the created e-Voucher?

You can use your e-Voucher at your discretion. You can sell it for profit or give
it to a third party as a payment for work, service or goods.
Is there any commission for loading an account via an e-Voucher?

Deposits by e-Vouchers are free of charge.
Is there any fee to issue an e-Voucher?

The system charges a standard fee: 0.5% of the e-Voucher amount for verified
accounts and 1.9% for unverified accounts. The fee is charged from the account
balance.
FAQ on withdrawals made through exchange services
Where can I find the list of exchange service providers working with Perfect Money?
The list of our certified partners is always available here:
use only the exchange services from this list.
What is the fee for withdrawals through a currency exchange service?

individual websites.
FAQ on withdrawals into other e-currencies
How can I withdraw funds into another digital currency?

If you want to withdraw your Perfect Money currency, you should contact one of the
Certified Exchange Service providers. The list is always available at
choose providers with a high Trust Score.
I failed to find the electronic currency I need at any of the exchange service
providers. What shall I do?
Unfortunately we cannot influence the work of our Certified Exchange Service
partners in any matters not related to our payment system. Probably the best
solution for you is to withdraw your PM currency into cash, and then buy the
currency you want.
Where can I see the list of the exchange service providers working with Perfect
Money?
The list of our certified partners is always available at:
use only the exchange services from this list.
Can I withdraw my funds via bank wire using an exchange service provider?
Yes, you can. Some of our Certified Exchange Service providers can send and receive
direct bank wires.
What is the fee for withdrawals through a currency exchange service?

their websites.
I made a withdrawal from Perfect Money through an exchange service not listed as a
certified partner. Now I don�t see the money in my account�What shall I do?
Nowadays a lot of scammers create fake exchange services. We strongly recommend
using only those providers certified by our system and whose integrity we are
confident about. Money transferred through a Certified Exchange Service provider
will appear in your account instantly.
How can I withdraw Perfect Money funds into my bank card? Is there any fee?
Unfortunately at this time this operation cannot be processed directly. However,
you can contact one of our Certified Exchange Service providers and they might be
able to help you. The commission for this service will be set by the exchange
service provider of your choice.
FAQ on withdrawals to Bitcoin
Can I withdraw funds directly into Bitcoin?

Yes, you can. The Perfect Money system offers direct withdrawals from your PMB
account to your Bitcoin account.
To withdraw funds from your PMB account into your Bitcoin account, you need to
create a withdrawal order by going to the "Withdrawal" section and clicking on the
�Bitcoin� button. Next, you should click "Create a new withdrawal application". On
the opened page you will enter the account number you want to use for your
withdrawal, the Bitcoin-address to which you want to transfer the money and the
amount transferred. Click on "Preview" to check if everything is correct and
confirm the payment.
Is there a fee for withdrawals to Bitcoin?

Yes, there is. The system charges 0.5% of the amount transferred to Bitcoin.
I made a mistake while typing a Bitcoin address. Can you cancel it?
No, all payments are irreversible. It is recommended that you should not type an
address but copy and paste it. You should also double check all the information a
few times before submitting the payment.
Can I withdraw funds to Bitcoin from my other accounts rather than PMB?
No, you cannot. Withdrawals to Bitcoin are only possible from PMB accounts.
Can I withdraw funds from my PMB account to the Bitcoin account of another person?
Yes, you can. Such transfer is possible.
Withdrawals through the Credit Exchange
How can I withdraw money via the Credit Exchange?

In fact, lending money through the Credit Exchange is not considered a withdrawal.
You simply transfer your money to borrowers, and later get it back with an
interest.
If you want to become a lender, you need to create a loan offer. To start a loan
proposal, you need to go to the Credit Exchange and click "Give a loan".
On the opened page, fill out your loan offer by specifying the account you want to
use, the amount proposed for a loan, the interest rate, the loan term, a way of
loan processing, the loan purpose and the comment. Once you are done, click on the
�Preview� button and check all the information entered. If you are sure that
everything is correct, click on "Create a new loan proposal" to confirm, or on the
"Back" button to make any corrections.Your loan proposal will be added to the
existing list of proposals - https://perfectmoney.is/credits/deals_give.html
How much does it cost to become a lender on the Stock Exchange?

This option is free of charge. However, there is a fee for issuing a loan which is
0.5% of the loan amount for verified accounts and 1.9% for unverified ones.
8. Statement
What is the Statement section used for?
Here you can find information on your financial activity. Any operation can be
tracked by a transaction number (Batch). In this section you can also manage your
e-Vouchers.
I need a statement but I do not remember the batch.

You can view the statement for your specific account by clicking on the account
number. You will be able to see the history of all transactions made in this
account. By using filters, you will easily find the transaction you are looking
for. To apply a filter, click on the name of the column, and find a small arrow
indicating that the filter is in use.
Why do I need charts?

A chart is a visual aid to understanding trends and getting an objective assessment
of the situation. Perfect Money helps customers to stay well-informed about their
finances by setting the parameters they need. If you want to make your own chart,
you need to go to the "Statement" section, select the account and click "Draw a
chart". You can create one that shows your account activity for a day, three days,
a week, a month, or six months.
What is the CSV history?
Most companies in the world have hard copies of their electronic documents. CSV
history is your account statement available in a format that can be opened and
printed using Microsoft Excel.
What are filters and why do I need them?

Filters help you to sort and display only relevant information. You can sort
information by time, amount, account or action. To delete all the filters applied,
click "Clear filter".
9. Analytics
Why do I need the �Analytics� section?
It helps Perfect Money customers to be well-informed about currency markets,
provides the latest financial news, and helps to analyze exchange rates dynamics
(charts are available). You can also subscribe to notifications about exchange
rates delivered to your e-mail or mobile phone.
10. Internal mail

What type of messages can I send or receive in this section?
In this section you can send/receive messages to/from the system administration
and/or support department.
How to send an SMS message to any phone number in the world?

You can use your internal mail to send SMS messages to any mobile phone in the
world.
To send SMS, you need to go the �Internal Mail� section and click on "Send SMS to
any mobile phone". Next you need to enter the recipient�s phone number, type the
message and enter a captcha code. Click on the "Preview" button to check the
details and confirm by hitting "Send".
This service is not free. The cost of one message is $0.1 USD.
11. History
What is the �History� section used for?
It helps you to analyze all the operations performed within your account. You can
find a specific transaction by filtering actions, time period or other parameters.
You also can import your history into a text format and save it. The affiliate
program statistics is also available in the �History� section.
Is it possible to view only certain actions in my account?

Yes, it is. You can use filters to arrange information.
What are filters and how do I use them?

History section filters is a special tool used to display only relevant
information. If you want to use filters when viewing your history, go to the
"History" section and select the filter required. Once you set the filter, click
"Search".
Can I combine filters?

Yes, you can. Moreover, the system recommends combining filters to optimize search.
For example, you can choose your object, "Account", and your action, "Create", and
the system will display all information related to the creation of anything within
your account, e.g., creation of invoices, orders, etc.
Can I sort by date?
Yes, you can. Our system offers an option to sort by dates, thus significantly
reducing your search scope to a specific time interval.
I choose a wrong filter, what shall I do?

To reset a filter, click on the "Clear Filter" button and the system will reset all
search options selected previously.
I clicked something and now my history is displayed in a strange way.

You might have accidentally clicked on a filter. There are some other filters in
addition to the Object and Action ones including: Created, Subject, Action and
Amount. By selecting one of those filters you can change sorting priorities. Use
the "Clear filter" button to reset.
Can I delete something from the account history?

No, this is impossible. Your history cannot be changed or edited.
What filters are available in the History section?

The system offers a number of filters to keep track of user activity from the day
an account has been created. By using filters, account owners can keep track of the
following areas:
- "User". This filter helps a user to view all actions related to changes in the
user`s personal information, as well as exact login times and the IP-addresses used
to login.
- "Account". This filter enables a user to see all actions related to the creation
of wallets within his/her account as well as any changes in account balances.
- "Deposit". This filter enables a user to see all actions related to deposit
applications including the ones denied and unprocessed by the system.
- "Withdrawal". This filter enables a user to see all actions related to withdrawal
applications, including the ones denied and unprocessed by the system.
- "Mail". This filter enables a user to see all actions related to internal mail
usage within the account.
- "Security". This filter enables a user to see all actions related to changes in
security settings, including notifications, PIN codes to verify the identity, etc.
- "Exchange". This filter enables a user to see all actions related to exchange
applications made within his/her accounts, including pending and completed ones.
- "SMS". This filter enables a user to see all actions related to the use of SMS
option in your account.
- "Public". This filter enables a user to see all actions related to changes in the
public information provided by his/her profile.
- "Scheduled payment". This filter enables a user to see all actions related to
changes in payment schedule including its creation, configuration, and submission
times.
12. Settings
How do I use �Settings�?
You may use this section to make changes for the personal data in your account, to
specify the information viewable by the public, to enable or disable your security
options, to create subaccounts or enable notifications. You may also verify your
account, add your verified websites and phone numbers. Experienced users can use
this section to integrate API into their websites and to configure access by
selection of IP masks.
13. Security
IP Address Authentication
How does Identity Check work?

Every time when someone tries to access an account from an IP address that is
different from the previous login attempt, or from a different browser, the system
blocks the access and sends out a message with a special PIN code to the user`s e-
mail specified during his/her registration. User is asked to enter that code to
confirm his/her identity to login to the account. This option is enabled by
default.
I have received a PIN code to my email but the system rejects it. What can I do?
Perhaps you have chosen a PIN-code for the previous login attempt. Please make sure
that you use the most recent PIN code. Please check the spam folder of your mailbox
to make sure that you do not have a newer PIN Code.
I have tried to enter the PIN several times, and now the system says that my
account is locked.
The system automatically locks an account following a certain number of failed
login attempts. Your account will be unlocked automatically after a few hours.
Ive lost an access to my e-mail. What shall I do?

Please change the email associated with your account by submitting a form here:
https://perfectmoney.is/restore.html Please select �Change Email� from the drop
down menu.
Can I disable the IP authentication option? If yes, then how do I do it?

This option can be disabled; however we strongly recommend that you should not do
it. To switch it off, please go to "Settings" in the "Security" section and click
on "Change Security Settings". Then click on "Disable" under the "Identity Check"
option. The system will send you a PIN-code to e-mail which you provide during the
registration to check your identity. The option will be disabled when the code is
verified.
How much does the Identity Check option cost?

This option is free.
SMS Login
How does SMS Login work?

Every time you login to your account, the system blocks access and sends out an SMS
message with a PIN code required for authorization. Each SMS message costs 10
cents.
Why do I not receive SMS notifications to my mobile phone anymore?

Try to resend the message once more. If after you tried, you are still not
receiving it, perhaps, your mobile operator blocks messages from us. To disable SMS
login, please submit a form here: https://perfectmoney.is/restore.html Please
select �Disable SMS Login� at the drop down menu.
How do I enable SMS login?

Go to "Settings" in the "Security" section and click on "Change Security Settings".
Then click "Enable" under the "SMS Login" option. To enable this option you should
have at least 5 USD in your account.
Attention! SMS notification is paid service. The cost of each message is 0.1 USD.
How do I disable SMS Login?

Then click "Disable" under the "SMS Login" option. The system will send a code to
your mobile phone. The option will be disabled when the code is verified.
Code Card
How does the Code Card protection work?

When you enable this option, the system sends a graphic image containing a set of
codes to your e-mail address. Later the system will ask you to enter one of the
codes from that image to confirm your transactions. We recommend that you only keep
a hard copy of the Code Card in a safe place for security reasons.
Ive lost a message containing the Code Card. What shall I do?
To Disable a Code Card, please submit a form here:
https://perfectmoney.is/restore.html Please select �Restore Code Card� at the drop
down menu.
How do I disable Code Card protection?

Next, click on "Disable" under the "Code Card" option. The system will ask to
confirm the operation by a code from the Code Card. The option will be disabled
when the code is verified.
Notifications
How do I enable notifications?

You can enable them in the "Settings" section of your account. Go to the
"Notifications" section to configure a wide range of notifications and to indicate
the e-mail where you would like to receive them.
Where can I receive my notifications?

Notifications can be sent by e-mail or to a mobile phone.
I have enabled SMS notifications but I do not receive them. Why?

There are a few possible reasons. The first one is a transaction amount. The system
will not send notifications if your transaction is less than 5 USD. The second
reason is a low account balance. Each SMS notification costs 10 cents. You might
not have enough in your account to cover the cost. If none of this applies to you,
please contact our support team to clarify.
How can I disable tips in my account?

To do that you need to go to the �Settings� section and disable them using the
button in the lower left corner of the screen, next to the personal data field.
Public Information about the account
Why do I need the �Public Information� option?

This feature is useful for financial companies who need to demonstrate account
balances to customers to prove their reliability. Accounts with huge turnovers
appear more credible and secure.
How can I set up the Public Information� option?

Go to the "Settings" section, find the "Public Information� link and click on
"Change Public Account Information Setting". Here you can put check marks next to
the fields you would like to make public, enter a captcha code and then save the
changes.
How can I open my account information to the public?

Please copy a special link from "Public Information for my Account" and paste it
into your website. You can also get public information on any Member ID, if
available. Details are shown as follows:
Created
Account Name
Type of Account
Credit status
Trust Score rating
Account Verification
Verified Website(s)
Verified Phone number(s)
User ID
Full name
Address
City
Country
State
Zip code
E-mail
Phone number
How do I close public access to my account information?

To restrict access to your information, go to the "Settings" section, find the
"Public Information� link and click on "Change Public Account Information
Settings". Now you can remove the check marks next to the information you want to
hide from public view. Then you should enter the captcha code and save the changes.
Please note that all the information is hidden from public view by default.
Subaccounts
Why do I need subaccounts?

You can create up to three subaccounts to enable your partners, contractors or your
personal accountant to have access to your account in order to see the state of
your account and view the statement. Subaccounts allow you to efficiently manage
finances, keep track of funds and make your business transparent.
Subaccount privileges are limited to viewing balances and statements only. You can
choose to configure one of these options or both.
How can I create a subaccount?

Subaccounts are created in the �Settings� section, under �Subaccounts�.
How do I enter a subaccount?

You can enter a subaccount from the main Login page in the same manner as the
regular account.
Account verification
What is verification and why do I need to verify my account?

Account Verification is an important procedure offering a wide range of features
and increasing the trust of your partners and customers, both potential and
existing ones. One of the main features offered to verified account holders are
deposits and withdrawals by bank wires.
How do I verify an account?

To verify your account, please go to "Settings" and choose "Verification
management�.
The verification procedure consists of 3 steps.
First, you need to verify your name. To confirm your name, you need to upload a
scanned copy of your ID (passport or driving license) into the form provided. Later
our company employees will personally compare the name in your account with the
name in the documents. If the information matches, your name will be verified. If
your document is not in English, you should provide a notarized translation.
The second step includes address verification. To verify your address, you need to
provide a scanned copy of your utility bill with your name and address printed on
it. Utility bills are bills for water, gas or electricity consumption sent to your
home address by a local service company. If the document is not in English, you
should provide a notarized translation.
The last step is to verify your phone number. Please accept a phone call from
Perfect Money and write down a code provided by an automated system. Next enter
this code into the form on the website. If the code is, the status of your phone
number will change to �verified�.
Can I go through only one of the three verification procedures?

To verify your account, you need to complete all three steps.
"Address Verification" and "Phone Number Verification" become available only after
you verify your name.
I have sent a copy of my passport but my name is not verified. Why?

Data verification is carried out manually by our staff members, so this process may
take 3-5 days.
Why is my address not getting verified?

Probably your application for name verification has not been approved yet. Data
verification is carried out manually by our staff members, so this process may take
3-5 days.
How much does it cost to verify the account?

Verification procedure is absolutely free.
What should I do if my verification was rejected?

Probably some of the information you provided was incomplete or incorrect. You will
receive a notification via internal ticket system with the reasons why your
document was rejected. Please correct the problem and attempt verification again.
If you are sure there is an error, please contact our Customer Support.
14. Affiliate program

What is the commission for a funds deposit via bank transfer?
Currently we do not charge any commission fee for depositing money into your PM
account via bank transfers. Some intermediate banks might charge you for the
technical aspect of the transaction.
What is the interest rate paid to the referrer for the activity of his/her
referrals?
We pay 1% per annum of the minimum monthly balance in the account of each referred
user.
How often do you make payments under the Affiliate Program?

Payments are made at the end of each month.
Where can I view payments made under the Affiliate Program?

The list of payments made under the Perfect Money Affiliate Program is provided in
the upper part of the �History� section. Here you can also see the list of your
referrals.
How do I find my referral link?

Your referral link looks like https://perfectmoney.is/signup.html?ref=account,
where `account` is your Member ID.
15. Questions on API

What is API and why do I need it?
API software allows some third-party resources to automatically contact the Perfect
Money system to request balance, account transaction history and to process
automatic payments.
How can I install API?

If you need to install API on a website, please go to the �Settings� section and
read the installation instructions carefully. The manual contains comprehensive
information on how to install API.
Why Perfect Money API is not working?

If you are trying to use API and it doesn`t work, first you need to check the
status of the API option in the lower part of the �Security� section. If it is
disabled, you need to turn it on. You also need to enter an alternative access
password in the �Security� section to activate your API. Another possible reason is
an incorrect configuration of API. Your access IP mask may differ from the one
specified during the registration. If you fail to solve the problem, please contact
our customer support.
How do I configure the IP-mask of API?

It can be configured in the �Security� section, near the API switch on button.
I want to integrate a module but Im afraid that I will fail to configure it...
API installation is intuitively simple. Currently Perfect Money offers a number of
modules that can be easily integrated into a ready CMS. A full list of CMSs with
turnkey solutions provided by Perfect Money can be found on
http://www.perfectmoney.is/sample-api.html.
All you need to do is to visit the website, download a module and start accepting
payments in PM currency.
If you still have any questions, please do not hesitate to contact our support team
who are always happy to assist you in all matters related to the integration of the
Perfect Money modules into your website.
In some complex cases you will need to obtain services of an API professional to
assist you with your task.
How much will it cost me to get an advice on installation?

This procedure is free of charge. You can apply on
http://perfectmoney.is/contact_ticket.html
I would like to see how it works before installing�

This is quite a reasonable request. We can show you how it works in detail. If
interested, please go to http://perfectmoney.is/sample-api.html.
What payment options will be offered to my customers?

Immediately after you integrated one of the API Merchant modules into your online
shop/website, your customers will be offered one more payment tool which includes
payment by Perfect Money e-currency and e-Vouchers.
For which CMSs are there ready plugins offered by Perfect Money?
Currently we offer ready plug-ins for the following CMSs: ZenCart,ShopCMS,
osCommerce, ShopScript, Cube Art, VirtueMart, CS Cart, Ubercart, Xcart, PHPShop,
Open Cart, Presta Shop, Drupal, WHMCS, Word Press, PHPFox, Magento, Simpla,
Amiro.CMS, MODX, EMI.CMS, Moodle, Diafan.CMS, Joomla, SHOPOS, HostCMS, NetCat,
Invision.
16. Questions about fees, commissions and payouts

What is the fee for deposits by a bank wire?
Currently we do not charge a fee for deposits by a bank wire; however correspondent
banks may charge you for their services. You should also consider fees paid to
Certified Exchange Service providers (primary or secondary ones).
What is the fee for withdrawals by a bank?

Currently the fee is $50 + 3% of the total amount (but no more than $1,000). The
commission is paid from the balance of the sender`s account. You can always view
our current commission fees in the �Fees� section. You should also take into
account fees set by each individual Certified Exchange Service provider (primary or
additional) you select.
What is the fee for a transfer to another account within the system?
The commission for internal payments is 0.5% of the amount transferred for verified
accounts and premium accounts. For unverified accounts the commission is 1.99%. It
is always paid from the balance of the sender`s account.
How does the system calculate the annual 4 interest rate?

At the end of each month the system calculates 0.33% of your minimum account
balance. For example, if your account balance was going up or down during one month
but its minimum value was $1000.00, you will be credited with $3.30 at the end of
that month.
17. Credit Exchange

What is the Credit Exchange?
The Credit Exchange is a service offered by the Perfect Money system to its users
who wish to borrow or lend money at an interest and on mutually beneficial terms.
More information on how to get or issue a loan, visit the �Credit Exchange� section
at https://perfectmoney.is/credits/about.html.
Is there a fee for participating in the Credit Exchange?

The Credit Exchange does not charge any additional fees. A lender pays the standard
0.5% fee upon request to transfer money to a borrower. A borrower also pays the
standard 0.5% fee upon request to transfer money to the lender. Please note that
the fee for unverified accounts equals 1.9%.
In which currencies are loans offered?

All operations on the Credit Exchange are carried out in USD and Euros.
How do I become a lender on the Perfect Money Credit Exchange?

If you want to become a lender, you need to create a loan proposal. To start a loan
proposal, you need to go to the Credit Exchange and click "Give a loan".
Fill is your loan offer by specifying the account you want to use, the amount
proposed for a loan, the interest rate, the loan term, a way of loan processing,
the loan purpose and the comment. Once you are done, click on the �Preview� button
and check all the information entered. If you are sure that everything is correct,
click on "Create a new loan proposal" to confirm, or on the "Back" button to make
any corrections.
Your loan proposal will be added to the existing list of proposals -

https://perfectmoney.is/credits/deals_give.html
Is the lending process automatic or manual?

It all depends on a lender and his/her terms. You can set it up as automatic or
manual, and even give a personal loan.
What is a personal loan?

A lender can make a personal loan offer to a particular agent, usually selected
from the list of trusted agents. The process of issuing a personal loan is similar
to a regular one. All you need to do is to select �Personal� from the "Deal
process" options. In the popped up field you need to specify the name of the agent
you are issuing the personal loan to. The rest of the procedure remains the same.
What happens if a borrower fails to repay a loan on time?

If a borrower fails to repay a loan, the system will automatically block his/her
account and its balance will be used to pay off the loan.
How do I protect myself from dishonest borrowers?

You can screen borrowers by looking at their reliability rating or Trust Score: the
higher, the better. A lender has a right to set lower limits for Trust Score
rankings for loan receivers. A lender also has a right to choose who to issue loans
to or to deny applications. Please ask the borrower to disclose all information
about his account and analyze the information carefully. Generally you can, and
should, ask as much information as necessary to rest assured that the loan will be
returned.
You can create your own list of agents to work with.
What is the minimum and maximum loan term?

The minimum loan term is 1 day. The maximum loan term is 365 days.
What is the minimum and maximum interest rate for loans?

The minimum interest rate is 0.5%. The maximum interest rate is 200%. However, you
should remember that the smaller is your interest rate, the higher is your chance
to attract users and to receive a good feedback.
How do I borrow money?

To obtain a loan you need to create a loan application or to look through a list of
existing loan proposals; you might find the one you like. If you fail to find an
offer that meets your needs, you can create your own loan application.
To create your own application, you need to go to the �Credit Exchange� section and
click �Get a loan�.
On the opened page please specify the account in which you want to receive your
loan, the requested amount, the interest rate, the loan term, purpose of the loan
and the comment. Once you are done, click on the �Preview� button and check all the
information entered. If you are sure that everything is correct, click on "Create a
new loan application" to confirm, or on the "Back" button to make any corrections.
After it is created, your application will be listed here

https://perfectmoney.is/credits/deals_take.html
What shall I do if I do not want everyone to see my loan application?

You need to create a regular application. However, you need to type the account
number of a specific agent in the field marked "For agent", or choose an agent(s)
from your list. Your request will be sent directly to the specified person, and no
one else will see it.
What is a Trust Score and how is it calculated?

Trust Score is a personal rating of each member on the Perfect Money Credit
Exchange, which characterizes business activity of its owner.
Calculation of the Trust Score is based on the following:

a. Productivity � the number of accounts involved in transactions;
b. Volume � the amount of funds transferred;
c. Lifetime � the age of the account (starting from the first transaction);
d. Reviews - complaints and positive feedback on the account;
e. Amount � the monthly minimum account balance
The minimum Trust Score value is 0. There is no limit for the maximum Trust Score.
All new accounts have a Trust Score of 0.
What does a medal in my account mean?

For users with a long lifetime in Perfect Money system we give medals for loyalty.
The medals are the hallmark of the account showing the rating and the status of the
user`s account. There are 3 types of medals - bronze, silver, and gold,
corresponding to 3 different levels. The key factor in the medal award procedure is
the lifetime of the account.
Can I get a gold or platinum medal by paying a certain amount?

No, you cannot. These medals are free of charge and are awarded based on active use
and loyalty to the service.
Can the system change the class of medal by replacing it with the lower ranked one,
for example, from gold to silver?
No, it is impossible.
Why is my Trust Score not growing?

It is possible that the amount of transactions you make is not enough to increase
your Trust Score. Operations within your account might be small and identical for
your Trust Score to grow. Increase your productivity, ask your former Credit
Exchange partners to leave positive feedback, and your ranking will begin to rise.
Try not to engage in conflict with other participants of the Credit Exchange as
negative feedback can significantly harm your reputation.
Why does my Trust Score fall?

It can happen due to a decrease in your account performance or in your general
turnover.
It will be difficult to increase your Trust Score by making identical transactions

or using similar tactics. Please keep in mind that a high Trust Score at the moment
does not guarantee better results in the future.
You should also maintain active communication with your borrowers to avoid
misunderstanding and negative reviews that can affect your Trust Score.
How can I provide an access to my personal data for the Credit Exchange users?
You need to go to the "Settings" section, and place a check mark against those
items that you want to make public. You can share your turnover, transaction
history and deals. Save your choices by clicking �Save�. No further action is
required.
Why would I need to make my personal information visible for other Credit Exchange
users?
Other Credit Exchange users only see your account number and your credit rating by
default. If you make your personal information public, users� trust in you will
grow significantly, which, in turn, will result in a greater number of mutually
beneficial operations.
How can I configure notifications on my Credit Exchange transactions?

You can choose to receive notifications about transactions made on the Credit
Exchange. Enable notifications to your e-mail address or mobile phone number
(entered in an international format).
First, go to "Settings" and click "Change notification settings". If you haven�t

done that already or would like to make changes, enter your e-mail address and
telephone number. Then select the events you want to get notified about and a way
to receive notifications. Save your settings.
How much will it cost to stay notified?

If you select SMS-notifications, each SMS message sent to your mobile phone will
cost you 10 cents deducted from your main USD account balance. E-mail notifications
are free of charge.
18. Mobile applications

How can I use Perfect Money on my mobile phone?
There are two ways to use Perfect Money on your mobile phone. The first one is to
login directly through the browser on your device. The second way is to download
the Perfect Money app.
Where can I download the Perfect Money app?

It depends on your phone operating system. For Android devices you can download the
Perfect Money app from the App section of the Play Market.
For iOS-based phones, please go to the App Store and search for the Perfect Money
app to install it.
How do you I login using the app? Do I need to register again?

Use the same login and password as you normally do while using you PC. You will
have no difficulties logging into your account.
What options are available in the Perfect Money app?

You can deposit, withdraw and exchange.
Is the app safe?

Yes, the application is completely secure. When someone tries to log into the app,
the system immediately notifies you by email or SMS, depending on your security
settings. It is recommended to use all the security tools provided.
Are there any limitations set for working with transfers through the app?
No, there are no limitations on transfer amounts.

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Using your Card

Do I need to activate my Card?

How do I activate my Card?

Can I activate my Card through the mobile app?

Do I need an Online Account before I can activate my Card?

How much can I spend on my Card?

Can I withdraw cash at an ATM?

How and where can I use my contactless Card?

Where can I use my Card?

Can I use my contactless Card abroad (e.g. in the US)?

Do I get charged for using my Card abroad?

Do I need to notify you of travel?

To update your contact details, log in at americanexpress.co.uk and select �Contact

How do I view my statement?

When will I see my latest statement?

What does it mean if my transactions are pending or processed?

Why do I have duplicate pending transactions in the mobile app?

Log in at americanexpress.co.uk to check your latest transactions online.

How do I view my balance online?

How do I pay my bill?

� Log in at americanexpress.co.uk for Online Services,

When do I pay my bill?

When is my minimum payment due?

How do I set up Account alerts and reminders to pay my bill?

To set up Account alerts, register or log in to Online Services at

How do I set up a Direct Debit?

How do I know if my Direct Debit was set up successfully online?

When will my Direct Debit collect?

How do I register to manage my Card Account online?

Can I update my contact details online?

Online Services User ID and Password

4-digit Card Security Code

What can I do if I cannot remember my Online Services User ID and password?

How can I view my PIN?

I didn�t receive a PIN with my new Card, how do I get one?

I can�t remember my PIN, how do I find out what it is?

If I am a Supplementary Cardmember, do I need to activate my own Card?

To register for Online Services, visit americanexpress.com/uk/register.

How do I add a Supplementary Cardmember to my Account?

How does a Supplementary Cardmember view their PIN?

How do I manage my marketing preferences?

How do I check my Membership Rewards points balance?

How do I redeem or transfer my Membership Rewards points?

What is American Express Travel Services?

For information purposes only:

Payment by credit card includes a 3% fee.

Where can I find my referral link?

1. Sign in to your Payoneer account

Where can I see my fees?

When can I see the fee for my withdrawal transaction?

Card transactions can take up to 2 hours to appear in the transactions table.

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HSBC Visa debit card Frequently Asked Questions September 2019

Q: What are BINs?

Specific to card breaches, Mastercard cannot determine which merchant transaction

Q: What is Mastercard contactless?

Q: What is Mastercard contactless?

If you believe that your question can only be answered by Mastercard:

Click here to submit your question

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