View our FAQ section to find answers to Frequently Asked Questions that clients sometimes ask and perhaps seek more clarity. And if you’re still not getting the answers you need, we’re just a phone call away.
Yes, there is a monthly fee depending on which tier card you choose. These fees apply to both personal and business clients and are billed monthly.
There is no limit per se, because our cards act like Debit Cards. As long as your account is sufficiently funded, you may use up to the maximum amount of your cleared account balance on your card.
There is no payment deadline, as our cards are not credit cards, but instead they are Debit cards which directly deduct from your cleared balance.
Getting a Black Card is pretty simple, and you don't have to be a celebrity to have one, although you can be! Simply view the perks and rewards each card tier provides and if you think the monthly fee and associated perks and rewards are for you, just Apply Online for a Black Card or call our customer support line and we will be glad to assist. The benefits far outweigh the monthly fees.
Please chat to us and let our support agents know what happened. We may be able to refund you if the guarantee of the direct debit scheme allows us to. Make sure you contact us as soon as possible to have the best chance of getting a refund (and check our Personal Terms for up to date deadlines).
Confirmation of Payee lets you check the name of the person or business you are paying when:
However, it is just a tool for you to check that the name you’ve entered matches what is held by the bank. It’s not a guarantee that your payment will be sent to a legitimate recipient.
When making a payment to a new or updated payee you’ll see whether:
We may at times explain more information about the result, depending on the reason you’re seeing it. For example, if you’ve chosen to pay a personal account when the payee is a business, we’ll let you know.
You don't have to order your card to your registered address and you can change your delivery address when placing your card order. The estimated delivery date and cost for delivery to your chosen address will be displayed at checkout.
If you are getting the card delivered to a temporary address (for example if you are travelling abroad), please ensure you will be residing at this address up to and including the estimated delivery date.
At the moment, we can't deliver to the following countries:
Afghanistan, Aland Islands, Algeria, Angola, Antarctica, Belarus, Bolivia, Bosnia and Herzegovina, Bouvet Island, British Indian Ocean Territory, Burkina Faso, Burundi, Cambodia, Central African Republic, Christmas Island, Cocos (Keeling) Island, Congo Democratic Republic, Congo Republic, Côte D'ivoire, Cuba, Egypt, Eritrea, French Southern Territories, Guinea, Guinea-bissau, Guyana, Haiti, Heard Island and Mcdonald Islands, Iran, Iraq, Kosovo, Laos, Lebanon, Liberia, Libya, Mozambique, Myanmar, Nigeria, North Korea, Pakistan, Palau, Palestine, Panama, Pitcairn, Russia, Sao Tome & Principe, Sierra Leone, Somalia, South Georgia and The South Sandwich Islands, South Sudan, St. Pierre & Miquelon, Sudan, Svalbard, Swaziland, Syria, Tajikistan, Timor-leste, Tokelau, Tunisia, Turkmenistan, Uganda, Ukraine, United States Minor Outlying Islands, Vanuatu, Venezuela, Western Sahara, Yemen, Zimbabwe.
We do not provide real time tracking for cards sent by standard delivery. However, an estimated delivery date is provided. Customers on the Premium Access or Black plan, or those who have paid for priority delivery, will receive a tracking number once the card has been posted.
To view your tracking number (for priority delivery) or the status of your delivery:
In rare instances, your tracking number (for priority delivery) may not be visible even after your card has been posted. Please wait an additional working day for the details to be updated as there may be a delay in processing your tracking information.
If you have ordered a card following the email instructions from us, your plastic replacement card will be sent via standard delivery. Unfortunately, there is no tracking number available for standard delivery.
Don’t worry, our standard delivery takes about 5-8 working days depending on your chosen delivery country and your existing card will continue working until the date stated in the email you have received.
For SEPA Direct Debits in EUR, the maximum limit for payments is currently EUR 5,000.
There are no limits for UK direct debits in GBP.
Please double-check that:
If you believe that your card has been used fraudulently, please freeze the card immediately. To freeze your card:
If you believe your card may have been used fraudulently, please fill out our online chargeback form for us to help with the issue.
To submit a chargeback form, go to your transactions' history in the app, choose the transaction you would like to report and tap on 'Report an issue'. You will be able to submit a chargeback form from there.
If you have already filed a police report, it might help speed up the process. Please bear in mind that the chargeback process is a last resort to recover your money and it can take some time for Visa to issue their ruling.
You will be able to order a replacement card (at a fee) right away and will be provided with an estimated delivery date at checkout.
You can change your card PIN at any ATM that provides PIN services and accepts Visa. Please be aware that there are certain countries where ATMs do not support PIN change, including Belgium, Luxembourg, Austria, Germany, Spain, France, and Singapore.