FAQ

card basic

What is the pay2d prepaid VISA card basic?

The pay2d card basic is a credit-based VISA card, which you can use to quickly and easily pay anywhere that accepts VISA or V PAY. You can purchase the card from one of many outlets, top it up with a maximum of € 150,- and pay millions of sellers around the world. Be it in the supermarket, on holiday or shopping online, pay2d card basic gives you maximum flexibility.

What are the advantages of the pay2d card basic?

The pay2d card basic gives you the freedom to pay flexibly. Almost every retailer in The Netherlands accepts V PAY payments. Your pay2d card basic is even accepted at more than 24 million points of sale around the world. Simply check if the seller is displaying the VISA or V PAY logo, because that means you can pay with your pay2d card basic, regardless of the currency. You can keep an eye on your expenses as you can only make a payment if the amount is available as credit. If you have security concerns when it comes to purchasing online, you will also benefit from the anonymity of the card. You are not required to enter any personal data for the pay2d card basic.

What are the advantages of the combination of the classic VISA and V PAY?

The pay2d card combines the functionality of a traditional VISA card with that of V PAY, thus providing an even larger scope. V PAY was particularly developed by VISA for the European market. This allows you to make purchases quickly and easily anywhere in Europe while having easy access to cash as well (with the pay2d card personal pro). You can also use the pay2d card to pay many sellers that still do not accept classic VISA cards. You can use V PAY at all the checkouts in The Netherlands and – needless to say – you can use the pay2d prepaid card at more than 24 million points of sale that accept VISA.

Where can I buy the pay2d card basic?

The pay2d card basic is available at numerous outlets throughout The Netherlands. Click here to go to our retailer search.

Can I use my pay2d card basic immediately after buying it?

Yes. Just activate your pay2d basic quickly and easily by SMS* or online at www.pay2d.nl, and it will be ready for use.

* Your telephone provider will charge you for sending an SMS in The Netherlands.

How do I activate my pay2d card basic?

There are two ways you can activate your card:

  1. Activation by SMS
    Send an SMS* to 0031 970 044 994 34 containing the following message, al characters connected without spaces:GO – loading number – last four digits of your card number
    (without spaces, for example GO20434567890123210) In this example it’s card number 4836 9898 7654 3210 and your loading number 2043456789012.
    Please note: by activating the card, you will accept the Terms & Conditions. The card is valid a year after purchase. Within this year you can upgrade to pay2d plus and then the expiry date on the card will apply.* Your telephone provider will charge you for sending an SMS in The Netherlands.
  2. Activation online
    You can also easily activate your pay2d prepaid card basic online. Click here and follow the steps.

I have activated my card by SMS, how do I get my pin code?

Go to pay2d.nl and login with your loading number and the password that is sent to you via SMS after the SMS card activation. Once logged in go to the “MY CARD” section and select “SHOW PIN”

How do I get the pin code when I activate online?

When you activate your pay2d card basic online, you can find the pin code in your online account.

Can I change my pin code?

No, it is not possible to change your pin code.

Can I activate multiple pay2d prepaid VISA cards?

You can activate multiple pay2d cards. Please note that it is not possible to have multiple pay2d cards with the same level. It is not possible to own two pay2d cards basic. But you can register for a pay2d card basic and a pay2d card plus or pro.

How do I use my card to pay online?

Choose “credit card” as your payment method. If the website asks for the name on the card, please enter the name printed on the card. If you have not yet received a personalised replacement or new card, please enter “My card” (including spaces) as found on the card. There you will also require the card number and expiry date. The expiry date can be found on the front of the card, to the right of “GOOD THRU”. Finally, please enter the security code. This three-digit code can be found to the right of the white field on the back of the card, next to the striped signature field.

Can I use my pay2d card abroad?

Yes, you can use your pay2d card abroad. Your card is accepted by millions of retailers around the world, namely wherever VISA credit cards are accepted.

Ik ben niet in staat om te betalen met mijn kaart. Wat kan ik doen?

Please check the following:

  1. Have you successfully activated your card?
    If not, please activate your card here.
  2. Do you have enough credit on your prepaid card?
    You can check your current credit here. Please note that, when you withdraw money from an ATM machine, an additional amount of € 2,- has to be on the card in order to pay for the withdrawal fee.
  3. Is your card still valid?
    With the pay2d card basic level, your pay2d card is valid for one year as of the date of purchase. Beyond this date, with a plus or pro level, the card will expire on the expiry date indicated on the card.

If you have answered “yes” to all three questions and you are still unable to pay using the pay2d card basic, please contact our service team.

Where do I find the number to top up my pay2d card basic?

You can find the 13-digit loading number on the back of your card, underneath the magnetic strip.

Can I top up my pay2d card basic when my credit has run out?

Yes, you can top up your pay2d card basic when your credit has run out. To do so, simply log in at www.pay2d.nl with your loading number or username and password and click on the “Upgrade” tab. Then follow the instructions to register.

Your card will then have the pay2d card plus level, and you will be able to top up your pay2d card basic. You can top up your account with an iDEAL or Sofort transaction. After the first top up you will also have the possibility to top up with a bank transfer or with cash in the affiliated stores. You can also find the various methods of topping up your pay2d basic on the website under the “Top up” tab.

How often can I top up my card?

You can only top up your pay2d card basic once. After upgrading to plus, you can top up your card as many times as you wish, but up to a maximum amount of € 150,- per time and a maximum amount of € 2.500,- per year.

To upgrade, simply log in at www.pay2d.nl with your loading number or username and password and click on the “Upgrade” tab. Then, follow the instructions to register. All the limits for this service can be found in our overview of limits.

What are p2p transfers and how do they work?

A p2p transfer is a transaction between two pay2d cards pro. Pay2d card pro is the only pay2d card that can sent or receive p2p transfers. With a pay2d card pro you can transfer to another pay2d card pro. Please note: you can send up to a total of € 100,- to a maximum of five different pay2d cards pro in a 24-hour period. The charges for this service can be found in our fees section..

How can I upgrade my pay2d card basic to a card plus or card pro?

You can apply for an upgrade to the next level online at any time. To upgrade, simply log in at www.pay2d.nl with your loading number or username and password and click on the tab “Upgrade”. Then, follow the instructions to register. The charges for this can be found in our fees section.

What are the advantages of upgrading to pay2d card pro?

With pay2d card pro you can top up to € 10.000,- per month to your card by transferring the amount from a bank account, with iDEAL, with Sofort or with cash, up to € 500,- per month, at one of our top-up points. You can also receive top-ups from other bank accounts that are not registered on your name. With the upgrade to pro you will also have access to cash at all times with your card. An additional benefit: all pay2d card pro customers can transfer amounts of up to € 100,- to one another daily. During registration, you will be required to enter your data and authenticate yourself. You will find all other information about the upgrade to pro in the login area.

What does the upgrade to plus or pro cost?

The upgrade to plus or pro is free for the first 12 months. A monthly fee of € 0.85 will be charged as of the 13th month. You can find more information about this in the fees section.

What happens to my remaining credit once my card expires?

If you have upgraded to ‘plus’ and approved your pay2d basic for top-ups, you will have full access to the remaining credit. If you have not upgraded your card status within a1 year, a monthly fee will be charged for managing the remaining credit. You can find more information under fees section.

Contact

Is your question not answered here? Our customer service team is happy to help you. Send an e-mail to: service@pay2d.nl or call: 0031 20 888 50 55

I have activated my card by SMS, how do I get my pin code?

Go to pay2d.nl and login with your loading number and the password that is sent to you via SMS after the SMS card activation. Once logged in go to the “MY CARD” section and select “SHOW PIN”

.

What are the advantages of upgrading to pay2d card pro?

With pay2d card pro you can top up to € 10.000,- per month to your card by transferring the amount from a bank account, with iDEAL, with Sofort or with cash, up to € 500,- per month, at one of our top-up points. You can also receive top-ups from other bank accounts that are not registered on your name. With the upgrade to pro you will also have access to cash at all times with your card. An additional benefit: all pay2d card pro customers can transfer amounts of up to € 100,- to one another daily. During registration, you will be required to enter your data and authenticate yourself. You will find all other information about the upgrade to pro in the login area.

How do I check my account balance?

You can view your current pay2d account balance online in the login section at any time. Simply log in using your loading number or username and your password. You can also check your account balance by SMS*. Simply send a text message with the below content to 0031 970 044 994 34.

Send ‘CHECK’ followed by your loading number** (for example 204012121212) to 0031 970 044 994 34. For example:

CHECK 204012121212

You can find the 13-digit loading number on the back of your card, underneath the magnetic strip.

* Please note that, in addition to the charges levied by your telephone provider for sending SMS messages, € 0.15 is also incurred to check your account balance. This charge is deducted from your balance.

I’ve lost my card, what can I do?

If you lose your pay2d card, or your card has been stolen, you can have it cancelled by calling the following number: 0031 20 888 50 55

personal card

What is the pay2d prepaid VISA personal card?

The pay2d personal card is a credit-based VISA card which you can use to quickly and easily pay anywhere that accepts VISA or V PAY. Almost every retailer in The Netherlands accepts V PAY payments and the pay2d personal card is accepted at more than 24 million points of sale around the world. Simply check if the seller is displaying the VISA or V PAY logo: this means you can pay with your pay2d personal card, regardless of the currency. You can keep an eye on your expenses as you can only make a payment if the amount is available as credit. If you have security concerns when it comes to purchasing online, you will also benefit from the anonymity of the card. You are not required to enter any personal data for the pay2d personal card.

What are the advantages of the combination of the classic VISA and V PAY?

The pay2d card combines the functionality of a traditional VISA card with that of V PAY, thus providing an even larger scope. V PAY was developed by VISA especially for the European market. This allows you to make purchases quickly and easily anywhere in Europe and access cash (with the pay2d card personal pro). You can also use the pay2d card to pay many sellers that still do not accept classic VISA cards. You can use V PAY at all the tills in The Netherlands and off course you can also use the pay2d prepaid card at the more than 24 million points of sale that accept VISA.

How do I check my account balance?

You can view your current pay2d account balance online in the login section at any time. Simply log in using your loading number or username and your password. You can also check your account balance by SMS*. Simply send a text message with the below content to 0031 970 044 994 34.

Send ‘CHECK’ followed by your loading number** (for example 204012121212) to 0031 970 044 994 34. For example:

CHECK 204012121212

You can find the 13-digit loading number on the back of your card, underneath the magnetic strip.

* Please note that, in addition to the charges levied by your telephone provider for sending SMS messages, € 0.15 is also incurred to check your account balance. This charge is deducted from your balance.

Where can I buy the pay2d personal card?

Register on the website pay2d.nl for a virtual card. After registration you will be able to top up the virtual card by iDEAL or Sofort transaction. Please note that the name registered on your pay2d account must match the name registered on your bank account. After you successfully loaded your virtual card you can order your personal card in the online account.

Can I use my pay2d personal card immediately after buying it?

The personal card will be sent to you within two working days. Until you have received your personal card you will be able to use your virtual card online.

Your personal card will be deactivated for shipment; this serves to prevent abuse of the card. Once you have received your new card, please activate it in your account on www.pay2d.nl prior to using it for the first time.

How do I get the pin code for my personal card?

After activating your personal card in the online account go to the “MY CARD” section and select “SHOW PIN”

Can I change my pin code?

No, it is not possible to change your pin code.

Can I activate multiple pay2d prepaid VISA cards?

You can activate multiple pay2d cards. Please note that it is not possible to have multiple pay2d cards with the same level. It is not possible to own two pay2d personal cards but you can register for a pay2d personal card and a pay2d card basic.

How do I use my card to pay online?

Choose “credit card” as your payment method. If the website asks for the name on the card, please enter the name printed on the card. There you will also require the card number and expiry date. The expiry date can be found on the front of the card, to the right of “GOOD THRU”. Finally, please enter the security code. This three-digit code can be found to the right of the white field on the back of the card, next to the striped signature field.

Can I use my pay2d card abroad?

Yes, you can use your pay2d card abroad. Your card is accepted by millions of retailers around the world, namely wherever VISA credit cards are accepted.

I am unable to pay with my card. What can I do?

Please check the following:

  1. Have you successfully activated your card?
    If not, please activate your card here.
  2. Do you have enough credit on your prepaid card?
    You can check your current credit here. Please note that, when you withdraw money from an ATM machine, an additional amount of € 2,- has to be on the card in order to pay for the withdrawal fee.
  3. Is your card still valid?
    The expiry date can be found on the front of the card, to the right of “GOOD THRU”
    If you have answered “yes” to all three questions and you are still unable to pay using the pay2d personal card, please contact our service team.

Where do I find the loading number of my pay2d personal card?

You can find the 13-digit loading number on the back of your card, underneath the magnetic strip.

Can I top up my pay2d personal card when my credit has run out?

Yes, you can top up your pay2d personal card when your credit has run out. To do so, simply log in at www.pay2d.nl with your loading number or username and password. In your online account you will find the various methods of topping up your pay2d basic on the website under the “Top up” tab.

Which amounts can I top up my card in cash?

You can top up your card with the following cash amounts at one of our top-up points: € 20,- / € 30,- / € 50,- / € 75,- / € 100,- / € 150,-.

How often can I top up my card?

You can top up your card as many times as you wish, but up to a maximum amount of € 150,- per time and a maximum amount of € 2.500,- per year.

All the limits for this service can be found in our overview of limits.

What are the advantages of upgrading to pay2d card pro?

With pay2d card pro you can top up to € 10.000,- per month to your card by transferring the amount from a bank account, with iDEAL, with Sofort or with cash, up to € 500,- per month, at one of our top-up points. You can also receive top-ups from other bank accounts that are not registered on your name. With the upgrade to pro you will also have access to cash at all times with your card. An additional benefit: all pay2d card pro customers can transfer amounts of up to € 100,- to one another daily. During registration, you will be required to enter your data and authenticate yourself. You will find all other information about the upgrade to pro in the login area.

How can I upgrade my pay2d personal card to a card pro?

You can apply for an upgrade to the next level online at any time. To upgrade, simply log in at www.pay2d.nl with your loading number or username and password and click on the tab “Upgrade”. Then, follow the instructions to register. The charges for this can be found in our fees section.

What does the pay2d personal card cost?

The charges for our services can be found in our fees section.

I’ve lost my card, what can I do?

If you lose your pay2d card, or your card has been stolen, you can have it cancelled by calling the following number: 0031 20 888 50 55

Contact

Is your question not answered here? Our customer service team is happy to help you. Send an e-mail to: service@pay2d.nl or call: 0031 20 888 50 55

transactions

Why wasn’t my transaction successful?

There could be a number of reasons why a transaction failed. For example, there might not be sufficient funds in the account, the card may have expired or the correct CVC2 may not have been entered. Or, merchants may have their own restrictions in place, which may also lead to a declined transaction. If there is enough balance on the card and the data have been entered correctly, please contact the merchant first. If you are unable to resolve your query with the merchant, you can of course contact the pay2d customer service team.

What should I do if there is a transaction on my transaction history that I do not recognise?

If you do not recognise a transaction on your account, try to contact the merchant who accepted the payment to find out more. If you are unable to resolve your query with the merchant, you can contact the customer service. If you have the feeling that your account details have been compromised, you must immediately reset your password and contact customer service to cancel your card.

I would like to dispute a transaction, what should I do?

If you are having doubts about an individual transaction, always immediately contact the retailer listed in the “Description” field, please. Try to work it out together and solve the problem.

I failed to work it out with the retailer, now what?

If you cannot work to a solution with the retailer, then please e-mail the details of the transaction to service@pay2d.nl. Copies of the e-mails or other correspondence and telephone conversations that you had with the retailer should also be added. We will send you a dispute form and ask you to fill in this form. The dispute will then be officially supported by VISA. It can take four months before the dispute is resolved.

Why is my transaction ‘incomplete’?

Is a transaction shown as incomplete or pending? This indicates that the merchant has requested the funds but hasn’t completed the transaction yet. Funds to the value of the payment are temporarily blocked for the merchant. Once the transaction has been processed, the transaction will be marked as complete and the funds will be transferred to the merchant. If the transaction is not processed, then it will be declined and the funds will be released back to your account automatically after 10 days.

Why does my refund not appear on my balance?

From the moment you order a refund, it can take up to 10 days for a refund to be processed by the merchant. The funds will automatically be returned to your pay2d card within 10 days. As long as the money has not been refunded you cannot spend it anywhere else. As soon as the funds are on your pay2d card you can spend it. Refunding the purchase is only available in collaboration with the merchant.

There is a small transaction pending in my account why is that?

Some websites such as iTunes and PayPal make small test transaction, for example € 1.- or € 1.98 whenever someone registers a card. They do this to see if the correct card details have been entered. These test transactions are not fully implemented and are automatically returned within 10 days like an incomplete transaction.

Contact

Is your question not answered here? Our customer service team is happy to help you. Send an e-mail to: service@pay2d.nl or call: 0031 20 888 50 55

virtual

What is a pay2d prepaid VISA virtual card?

Easy and free online registration, quick access to a pay2d prepaid VISA virtual card, accepted by millions of merchants worldwide and with high security standards: these are the features of pay2d virtual, the clever prepaid internet payment service. After completing the online registration and making an initial deposit to the credit balance, you will receive a pay2d virtual card immediately. The pay2d virtual card contains all the VISA card data required to make online or telephone purchases:
• the cardholder name
• card number
• expiry date
• card-verification-code, also: CVC.
In addition, you can send money to other pay2d virtual users in real time or receive money. Your pay2d virtual card is valid for 5 years and allows you to make purchases at millions of online or mail order companies worldwide where VISA is accepted.

What are the advantages of a pay2d virtual card?

pay2d virtual offers quick and easy access to an online payment tool that can be used in many ways, regardless of your credit. Your benefits in detail are:

• Immediate availability. Sign up online, quickly, easily, and free of charge. Your pay2d virtual account is at your disposal immediately.
• Easy to load. Increase the credit balance of your pay2d virtual card by bank transfer, iDEAL or Sofort.
• Secure payment. Don’t give internet fraud a chance. As an alternative online payment solution, pay2d virtual protects your regular bank accounts and credit cards against misuse.
• Buy everywhere. Your pay2d virtual card allows you to make purchases at millions of online stores and mail-order companies worldwide where VISA is accepted.
• No limits. With pay2d virtual you can send and receive money worldwide and in a matter of seconds (from pay2d virtual to pay2d virtual).
• For everyone. Your pay2d virtual account is managed on a prepaid credit basis and is available to you regardless of your financial situation.

How much does a pay2d virtual card cost?

There is no annual fee for pay2d virtual and there are no transaction fees (except for transactions in foreign countries). You will find a complete fee schedule here.

How can I register with pay2d virtual card?

You can register online with pay2d virtual easily and free of charge in three steps. In order to do so, click “Register now – it’s free” and follow the registration steps online. Immediately after you have completed registration, pay2d virtual is set up. Please note: in order to complete the registration, a mobile phone with SMS functionality and a valid email address are required.

Can I receive more than one pay2d virtual card?

No. Due to legal restrictions, we can offer only one pay2d virtual card per person.

Can I receive bank transfers with pay2d virtual card?

Yes, to add credit, top-up your account via an iDEAL or Sofort transaction. After your first top-up with iDEAL or Sofort you will also be able to do a bank transfer. Please note that the name registered on your pay2d account must match the name registered on your bank account. If they don’t match, we won’t be able to complete the transaction. If you want to be able to receive transfers from a bank account under a different name, please upgrade to pay2d pro.

Can I transfer money to other people's accounts with pay2d virtual?

Money transfers to other people’s accounts with pay2d virtual is only possible with pay2d virtual pro to another pay2d virtual pro account.

What happens to my credit balance after the card expires?

Your credit balance is completely secure. You will automatically receive a new pay2d virtual and be able to continue to shop conveniently. For information about applicable fees, please see the fee schedule here.

What happens when I no longer actively use pay2d virtual?

After 12 months of inactivity, a monthly fee will be charged for the management of the remaining credit balance until the card is used again or the balance is at € 0,-. For information about applicable fees, please see the fee schedule here.

Contact

Is your question not answered here? Our customer service team is happy to help you. Send an e-mail to: service@pay2d.nl or call: 0031 20 888 50 55