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Security

Mobile phone number changed - what should I do?

You can update your phonr number on you online account by clicking here If you cannot login or experience any issue, click on the Email button below and ... Read more

My payment is on pending, what can I do?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard. Due to the complex ... Read more

I have loaded the card, where is my money?

To date, our system was not able to automatically identify and allocate your transaction to your card account since we didn’t detect your 9-digit ... Read more

Why is the money not credited on my card?

To date, our system was not able to automatically identify and allocate your transaction to your card account since we didn’t detect your 9-digit ... Read more

Can I send the documents by mail?

To send us documents by email, please click on the Email button below, fill in the form and upload any necessary documents. In case you already have a ... Read more

What should I do if I lost my card?

Report your card as lost/stolen as soon as possible by clicking here. If you use the VIABUY app, you can report you card as lost/stolen on the ... Read more

Why is the loading not on my card?

To date, our system was not able to automatically identify and allocate your transaction to your card account since we didn’t detect your 9-digit ... Read more

How can I change my PIN?

For security reasons, at the moment it is not possible to change your PIN. But you can easily receive a PIN reminder by SMS. Login to your VIABUY account ... Read more

How is VIABUY applying GDPR?

VIABUY is committed to safeguarding customer data and ensuring that it is processed in a professional manner. VIABUY have put in place full procedures to ... Read more

How I change my password?

Login to your VIABUY card account on our website. https://secure.viabuy.com/en/login Click in the menu bar "Settings" Go to "Change ... Read more

Why is a transactions blocked?

For every payment you initiate via the Mastercard system, an equivalent sum is first blocked on your card to ensure that you have sufficient available ... Read more

There are unauthorized transactions on my VIABUY prepaid Mastercard. What shouild I do in this case?

Please send us immediately a mail to service.de@viabuy.com. We send you than a form with all instructions. ... Read more

Why do I have blocked transactions?

For every payment you initiate via the Mastercard system, an equivalent sum is first blocked on your card to ensure that you have sufficient available ... Read more

GDPR: How does it affect me?

Under GDPR customers are able to exercise their ‘data subject rights’. This includes: The right to be informedThe right of accessThe right of ... Read more

How can the transactions be unblocked?

For every payment you initiate via the Mastercard system, an equivalent sum is first blocked on your card to ensure that you have sufficient available ... Read more

Why are you holding my funds?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

GDPR: How do I exercise my rights?

If you wish to exercise any of your GDPR rights then please send your request to data@viabuy.com   ... Read more

Is my money safe?

Crosscard S.A. is authorised by the Commission de Surveillance du Secteur Financier (CSSF). ... Read more

Why is a payment held?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

Why is the amount held for 14-days?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

What happens if I forgot the 9-digit card ID?

To date, our system was not able to automatically identify and allocate your transaction to your card account since we didn’t detect your 9-digit ... Read more

How much time does it take until the merchant sets the transaction free ?

For every payment you initiate via the Mastercard system, an equivalent sum is first blocked on your card to ensure that you have sufficient available ... Read more

What is GDPR?

The EU General Data Protection Regulation (GDPR) is legislation that will bring together a uniform simple legal framework to the ways in which businesses ... Read more

Why don't I have to enter my PIN always when paying contactless?

In most European countries you will only be asked to provide your PIN for amounts over EUR 25. That is faster than paying with cash and as your ... Read more

Are contactless cards secure?

With your data protected by secure encryption technology and our Zero Liability protection, we always have you covered. ... Read more

Does the VIABUY Prepaid Mastercard support 3D secure?

Yes. Your VIABUY card now supports Mastercard SecureCode, also known as 3D Secure, adding an extra layer of security to your online card ... Read more

Why do I get the information that the amount is held for 14-days?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

Is it safe to upload documents ?

We believe that any form of personal information you share with us needs to be carefully guarded. That is why we ensure your documentation is encrypted as ... Read more

How trustworthy is the company?

VIABUY is a brand of Crosscard S.A., a Luxembourg-based e-money institute, which is specialised in the issuing of electronic money. Crosscard S.A. is ... Read more

Why did the merchant block my funds?

For every payment you initiate via the Mastercard system, an equivalent sum is first blocked on your card to ensure that you have sufficient available ... Read more

Am I safe from paying inadvertently with my contactless card?

In order to pay contactless, the card must be held very close to the payment terminal (max. 4 cm). Unintentional payments are as unlikely as multiple ... Read more

Can I accidentally pay on the go?

In order to pay contactless, the card must be held very close to the payment terminal (max. 4 cm). Unintentional payments are as unlikely as multiple ... Read more

Where can I find your terms & conditions?

You can find our current terms and conditions under: https://secure.viabuy.com/static/ui/pdf/viabuy/terms.en.eur.pdf   ... Read more

What is a third-party account?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

Are contactless cards secure?

In order to pay contactless, the card must be held very close to the payment terminal (max. 4 cm). Unintentional payments are as unlikely as multiple ... Read more

Why do you check third party-accounts?

Loading from bank accounts not in your own name (third-party accounts) is a function exclusively offered by VIABUY Prepaid Mastercard.  Due to the ... Read more

What are Anti-Money Laundering Regulations?

These regulations put in place certain controls to prevent regulated financial institutions, such as Crosscard S.A. from being exploited for money ... Read more

Do I get a VIABUY Prepaid Mastercard without an existing bank account?

Yes. An existing bank account is not necessary. ... Read more