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FAQ - Frequently askes questions about the Bluecard Prepaid Mastercard®

General

What is the BLUECARD Prepaid Mastercard®?

The BLUECARD is a Mastercard® payment card managed on a prepaid basis. After activating your card, you can simply load your desired funds. Then the card is ready for use at several million Mastercard® acceptance points, for online shopping, in store or at an ATM.

What are the advantages of the BLUECARD Prepaid Mastercard®?

The BLUECARD prepaid Mastercard® offers the advantages of a fully functional payment method in a remarkable design. It can be used Germany-wide at thousands of Mastercard® acceptance points. The prepaid function allows you to keep track of your spending and ensures your safety when online shopping as you are in control over the amount you decide to load on to the card and therefore how much you will spend.

Additionally, many XPAY cards are available in the design of your favourite stores or clubs and are equipped with numerous extra benefits from our external branding partners. You can find all the BLUECARD prepaid Mastercard® benefits at https://www.mybluecard.shop/en.

What is the difference between the BLUECARD Prepaid Mastercard® and a regular credit card?

The BLUECARD prepaid Mastercard® differs from a regular credit card in that it is a prepaid card that can be quickly and easily loaded with funds prior to use. Therefore, the BLUECARD prepaid Mastercard® is not linked to an account, providing you with complete control over your money.

How long is the BLUECARD Prepaid Mastercard® valid for? What happens when my card expires?

Your card expiry date is printed on the front of your card. Before your card expires, you will automatically receive a new replacement card in the mail and your current balance will be carried over to the new card. The only requirement is that you provide us with a valid address so that we can deliver you your replacement card.

What does the BLUECARD Prepaid Mastercard® cost?

Depending on the use of the BLUECARD Prepaid Mastercard® there may be different fees incurred. A detailed list of fees and services can be found at https://www.mybluecard.shop/en/terms-cardholder.

How do I order my BLUECARD Prepaid Mastercard®?

You can easily order your BLUECARD Prepaid Mastercard® online via the website https://www.mybluecard.shop/en. Once you have provided a few basic details, you will receive access to your customer portal and your BLUECARD Prepaid Mastercard® will be on its way to you.

Who can order the BLUECARD Prepaid Mastercard®?

The BLUECARD Prepaid Mastercard® can be ordered by any legal adult with a residential address in Germany or in Austria. There is no SCHUFA (German credit scoring) verification process required with our prepaid card.

Is there a SCHUFA/credit scoring verification or any other check required for ordering?

A main advantage of the BLUECARD Prepaid Mastercard® is that neither a SCHUFA verification nor any other form of credit check is required. When ordering, only the legally required check of your personal details against a list of blocking criteria must be carried out.

What happens to my personal data? How will my data be used?

In order to provide you with the best possible service we collect and store personal data. This is done in compliance with the latest banking standards and the new GDPR (General Data Protection Regulations).

If data is passed on, this is done exclusively to fulfil the payment transaction functionality or other verified services within the framework of the self-contained XPAY network. Some of our services require that you receive advertising messages within the network, the extent of which you can set yourself in your customer portal. In any case it is ensured that your data will not be passed on to third parties. This is one of the main advantages of our XPAY network.

Ordering process, registration, activation and error message

How do I order the BLUECARD Prepaid Mastercard®?

You can order your BLUECARD Prepaid Mastercard® in just 3 minutes. Visit the homepage https://www.mybluecard.shop/en and click the red, square button. (Click here for a special offer! Yes! I want the BLUECARD for free!)

How quickly will I receive my BLUECARD Prepaid Mastercard®?

It takes just a few working days from the time you place your order until you have your hands on your new BLUECARD Prepaid Mastercard®.

What is the next step once I have received my BLUECARD Prepaid Mastercard®?

As a safety precaution, your BLUECARD Prepaid Mastercard® will be delivered to you in an inactive condition. Prior to use, you must activate your card through your customer portal at https://bluecard.xpay-online.com/en/login. Once your card has been successfully activated, you can load the card with the desired funds and use it straight away.

Additionally, many XPAY cards are available in the design of your favourite stores or clubs and are equipped with numerous extra benefits from our external branding partners. You can find all the BLUECARD prepaid Mastercard® benefits at www.bluecard.shop. Many of these benefits are available even when the card is inactive.

Can I use the card straight away or do I need to register first?

Once you have received your BLUECARD Prepaid Mastercard®, it must be activated prior to use. Log in to your customer portal under www.bluecard.shop/login and click on “Activate Card”. Then you will be guided step by step through the activation process.

You will need the last 4 numbers of your card number and the expiry date, which you will find printed directly on to the card. You will be asked for these in your customer portal and will need to enter them into the required fields.

As soon as the activation process is completed, all card functions are ready for use.

The order page has notified me that my E-Mail address has already been assigned. What should I do?

This message will appear when your E-Mail address is already assigned to another user’s account. Please attempt to rectify the issue using the following steps:

a) You already created a user account using this E-Mail address e.g. by ordering a second card. To order a second card, you must specify a different E-Mail address for the order to be processed.

b) It is possible that you entered your E-Mail address incorrectly, in which case please check the address again for typing errors.

If these steps do not help to rectify the issue, please contact us for free using the following E-Mail address: bluecard@xpay.de.

I cannot log in to the customer portal.

This can occur for a number of reasons:

a) You have registered but have yet to receive an activation E-Mail or you have not confirmed this E-Mail. Contact customer support using bluecard@xpay.de to have your activation E-Mail resent.

b) You have forgotten your password. Simply click on https://bluecard.xpay-online.com/en/resetpassword to change your password. You will receive an E-Mail with instructions on how to reset your password.

c) You have perhaps entered your E-Mail address incorrectly. Please check your E-Mail address again for typing errors.

d) You have entered your E-Mail address correctly, however you still cannot log in. Please contact customer support at bluecard@xpay.de for further assistance.

If these steps do not help to rectify the issue, please contact us for free using the following E-Mail address: bluecard@xpay.de.

Identification process / KYC

What does Identification Level (KYC Level) mean?

According to the Money Laundering Act, financial service providers are obliged to exercise certain due diligence obligations. These due diligence obligations are intended to help prevent money laundering, terrorist financing and other criminal activities.

The KYC stands for “Know Your Customer”. This is a legally required process that requires financial service providers to verify the customer’s identity (e.g. when opening a bank account).

What is the identification process for?

All financial service provides are obliged under the Money Laundering Act to verify the identification of their customers. This is intended to help prevent money laundering, terrorist financing and other criminal activities.

How does the identification process work?

For the identification process you will need a valid form of identification, for instance your passport. The identification will be carried out by means of an online video conference via your smartphone or webcam (on a PC). You can start the conference by clicking on the “upgrade now” button. You will be connected to our partner IDnow, who will identify you using your ID document and guide you through the process.

Loading funds

How can I load funds on to my BLUECARD Prepaid Mastercard®?

You can load funds on to your card using a simple bank transfer or with giropay. In your customer portal under “Load Funds” you will find all available loading options and how to proceed.

Please note that the loading option “Bank Transfer” is only available in the identification level 2 (KYC Level 2).

What is giropay?

Giropay is an online payment service. This service is available in your customer portal under the menu option “Load Funds”. This payment service is an online bank transfer where your loaded funds amount is credited to your BLUECARD Prepaid Mastercard® immediately after the transfer has been made.

How long does it take until my loaded funds are available on my BLUECARD Prepaid Mastercard®?

This will depend on the load option you have selected. With giropay, the funds are available immediately following the transfer. For bank transfers, it depends on your account-holding bank as to when the load amount is credited to your BLUECARD Prepaid Mastercard®. Generally, it will take from 1 to 2 working days for your loaded credit to be available for you to use.

My money transfer does not appear as credit on my card. What should I do?

With SEPA bank transfers, it can take a few days for the loaded amount to be credited to your BLUECARD Prepaid Mastercard®. When making a SEPA bank transfer, make sure that you check your entries carefully before making the transfer. If after a few days there is still no balance on your card, please check your bank statement to see if the money has been debited from your account and if the details of the recipient and transfer description are correct. Please contact your bank directly if you should find that these details are incorrect. Should the bank not be able to help you here, please contact us free of charge at bluecard@xpay.de and we will be happy to assist you further.

Can I also load my BLUECARD Prepaid Mastercard® with cash?

No, the BLUECARD Prepaid Mastercard® can only be loaded online via your personal customer portal under the menu option “Load Funds” and cannot be loaded using cash. A cash load in the sense of a money card chip is also not available.

What is the maximum load amount?

In the table “Card Limits” at https://www.mybluecard.shop/en/terms-cardholder you will find all information regarding load amounts and limits.

PIN

How can I receive my PIN?

Once you have received your BLUECARD Prepaid Mastercard®, you will receive your pin during the card activation process. During this process, you will be asked for your mobile number and you will receive a verification code per SMS. Once you have entered this verification code into the required field, your personal PIN will be sent to your mobile.

I have forgotten my PIN. What should I do?

If you require a new PIN, you can have it sent to you by SMS via your customer portal. Simply click on “User Profile” and then on “Send PIN” and you will receive a new PIN to your mobile number. The corresponding costs can be found in the table of fees at https://www.mybluecard.shop/en/fees.

Can I choose my own PIN?

Due to safety reasons, it is not possible for you to choose your own PIN.

Use / Payment

Where can I use my BLUECARD Prepaid Mastercard®?

Once you have activated your card and loaded it with the desired funds, you can use your BLUECARD Prepaid Mastercard® in accordance with Mastercard® regulations wherever Mastercard® is accepted, whether this be for online shopping, in store or at an ATM.

How can I pay with my BLUECARD Prepaid Mastercard® in store?

Provided the store accepts Mastercard® and the purchase amount is covered by your current card balance, you can simply pay at the checkout with your BLUECARD Prepaid Mastercard®.

How can I pay with my BLUECARD Prepaid Mastercard® online?

Simply select “credit card” as the payment method and “Mastercard®” as the card type. The amount owed must be covered by your available funds.

Can I use my BLUECARD Prepaid Mastercard® overseas?

Yes. There are several million Mastercard® acceptance points worldwide. You can pay with your BLUECARD Prepaid Mastercard® wherever Mastercard® is accepted.

Can I use my BLUECARD Prepaid Mastercard® in a foreign currency?

Yes. The BLUECARD Prepaid Mastercard® can also be with foreign currencies. can also be used with foreign currencies. Our tip: Always (if offered from the merchant) pay abroad in the respective local currency. This is not free of charge but is generally much cheaper. If you use your BLUECARD Prepaid Mastercard® in a foreign currency, the fees in our fee table at https://www.mybluecard.shop/en/fees will apply. However, if you pay in EURO in a foreign currency country, the fees of third-party providers are considerably higher. This can lead to additional costs of up to 10% of the payment amount, especially if you are making a cash withdrawal.

Where can I pick up cash using my BLUECARD Prepaid Mastercard®?

A cash withdrawal is possible at any ATM that accepts Mastercard®. Restrictions can be found here at https://www.mybluecard.shop/en/terms-cardholder. Don’t forget: When withdrawing cash in a foreign currency country, make sure that you pay in the respective local currency. This way, you can avoid high additional fees from third-party providers.

How can I check my current card balance?

You can check your credit balance at any time in your customer portal. You also have the option of having a copy of your balance sent to you by SMS or E-Mail after each transaction. This SMS or E-Mail service can be activated in your customer portal under “Notifications”. You can find the costs associated with SMS notifications in the table of fees at https://www.mybluecard.shop/en/fees.

My card doesn’t work. What might be the reason for this?

This can occur for a number of reasons:

a) You haven’t activated your card yet. For more information on how to activate your card see “Can I use the card straight away or do I need to register first?” or view our explanatory video.

b) You have insufficient funds on your card. To reload, visit your customer portal at https://bluecard.xpay-online.com/en/login.

c) Your card is damaged. Please contact our customer support team at bluecard@xpay.de to order a replacement card.

d) We have received instruction from you to block the card for security reasons. Please contact customer support to unblock the blocked card.

e) The card has expired. If you have previously provided us with your current address, you will automatically receive a replacement card in the mail.

f) A limit has been reached, for instance you have reached the maximum loading limit or the maximum amount for withdrawing money from an ATM. Information to card limits can be found at https://www.mybluecard.shop/en/fees.

g) The retailer you wish to purchase from using your BLUECARD Prepaid Mastercard® does not accept prepaid cards. Unfortunately, this means you must use a different payment method.

h) The retailer’s card reader cannot reach the server, meaning the payment cannot be authorised.

If you are affected by any of the above, please contact us for free using the following E-Mail address: bluecard@xpay.de.

Can I change the name that currently appears in my customer portal?

You can change the name that appears in your customer portal at any time. Log in to your customer portal via https://bluecard.xpay-online.com/en/login. Under “User Profile” you can update your name. We will send you a replacement card with the updated name. The corresponding costs can be found in the table of fees at https://www.mybluecard.shop/en/fees.

Alternatively, you can change your name by contacting our customer service team at bluecard@xpay.de. As soon as your name has been successfully changed in your customer portal or by our customer support team, you will receive a notification E-Mail. You will receive a replacement card with your new name. The corresponding costs can be found in the table of fees at https://www.mybluecard.shop/en/fees.

When changing your name, please make sure that you have enough credit on your active card. This allows us to debit the costs incurred according to the fees table, without costing you more time.

As soon as you receive your replacement card, you can activate it as per usual using your customer portal. The remaining credit from your previous BLUECARD Prepaid Mastercard® is automatically transferred across to your new card following activation.

If you have already completed the identification process, it must be repeated for security and verification purposes.

Can I change the address that currently appears in my customer portal?

You can update your address at any time via the customer portal. Log in to your customer portal via https://bluecard.xpay-online.com/en/login and update your address under “User Profile”.

Alternatively, you can update your address by contacting our customer service team for free at bluecard@xpay.de. As soon as your address has been successfully updated in your customer portal or by our customer support team, you will receive a confirmation E-Mail.

If you have identified yourself by means of an identity document, this will remain valid. If the identification was made by proof of address, however, the new address must be proven again in an identification procedure.

Do I receive a monthly bill or account statement?

The BLUECARD Prepaid Mastercard® is managed on a prepaid basis, which means that unlike a traditional credit card, you will not receive a monthly bill. You can view your transactions at any time in your customer portal.

You will not receive printable account statements as you would with a regular bank account.

Can I share my card with my partner?

No, this is not possible. Each person must have their own card account. Of course, your partner can order their own BLUECARD Prepaid Mastercard® and use it to its full extent.

Security

How can I block my BLUECARD Prepaid Mastercard®?

You can block your card either online or over the phone. To block your card over the phone, contact us via 0800-0007936 (free of charge from the German landline network). If you are overseas, you can reach us via +49(0)89 998298610 (additional fees may apply).

To block your card online, select the option “Block Card” in your customer portal at https://bluecard.xpay-online.com/en/login. Click on “Block Card” and follow the prompts.

Please consider the following: Once you have blocked a card, it can no longer be used. Please contact our customer support team at bluecard@xpay.de to unblock your card.

Money was illegally deducted from my BLUECARD Prepaid Mastercard®. What should I do now?

As soon as you notice that a payment, not initiated by you, has been made with your card, please notify our customer support team immediately by sending an E-Mail to bluecard@xpay.de. We will immediately block your card and send you the necessary documents for processing and explain how you can proceed.

Please note: Should it become apparent during the course of the procedure that the reported transactions were authorized by you, you will incur further costs. Therefore, please handle this option carefully. The costs can be found in the table of charges https://www.mybluecard.shop/en/fees under "Chargeback".

What do I need to know about my PIN?

You must ensure that you are the only person to know your PIN. It is therefore advisable that you do not write down your PIN number so that it may be linked to your BLUECARD Prepaid Mastercard®. When making payments with your card, please make sure that no third-party is able to see the numbers you are entering.

Do I need to enter my PIN when paying online?

No this is not necessary and should not occur under any circumstances. For internet payments, you will need your three-digit verification code (CVV / CVC Code) printed on the back of your card (the last 3 numbers that can be seen on the bottom right corner of the signature box). This is to ensure that the card is in your hands when an online transaction is made.

What is the verification code, also known as CVV or CVC?

The verification code or CVV (Card Verification Value) or CVC (Card Verification Code) is the three-digit security code that can be found on the back of the card in the bottom right corner of the signature box. This code is required when making a purchase online and is to ensure that the card is in your hands when an online transaction is made.

Do I need to keep the verification code on the back of the card a secret?

Yes, you definitely should. Do not give your card verification code to anybody, especially not in combination with the numbers on the front of your card.

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