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Card Usage

Mobile phone number changed - what should I do?

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

How can I change my IDV level?

To increase your identification level log in to your online account and head to the ‘Settings’.  You will find an option to upgrade ... Read more

How much can I withdraw per day?

At ATMs you can withdraw up to a maximum of EUR 800 per transaction and three times per day for a total of EUR 2.400 per day with your VIABUY card.   ... 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

How can I upgrade IDV level from 2 to 3?

To increase your identification level from IDV2 to IDV3 please follow these instructions: Please note that upgrade can only be processed if you previously ... 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

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

I've forgotten my PIN. How do I get a reminder?

Login to your VIABUY card account Head to your "Settings" and select "PIN Reminder" Select the 9 digit of the card you wish to ... Read more

How can I change my address?

In order to change your address, please after login choose “Settings” in the menu and click on “Change address” under “My ... Read more

When will I be credited the amount for the customer acquisition ?

Once the new customer recruited by you has activated his VIABUY Prepaid Mastercard and loaded at least EUR 90.-, the award amount is ... Read more

How can I login?

To login please visit our website: click on "LOGIN" , enter your 9-digit card account number and password an click on " ... Read more

How can I withdraw cash?

You can withdraw cash worldwide at one of the approximately 2 million ATMs in over 210 countries who accept Mastercard. All you need is your VIABUY ... 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

Why can't I pay with my card?

When payments are declined by the merchant, this can be for a variety of individual reasons such as: a wrong indication of payment or incorrect card ... Read more

There are unauthorized transactions on my card. What should I do?

Please get in touch with our support team as soon as possible.  We will then send you a claim form with all the instructions. If you do not want ... Read more

Is there an affiliate program for sales professionals and business customers?

If you intend to do business with the VIABUY Prepaid Mastercard on a larger scale and seek a distribution agreement, please contact us directly and tell ... Read more

It won't accept my email address. What can I do?

Our system accepts all current e-mail addresses. If you have problems please try to use lower case letters or to realize the input from a personal ... Read more

How can I change my mail address?

To change your mail address please log in to your online account and heat to settings. Select "Change Email Address" and follow all the steps ... Read more

Do I pay for my VIABUY Prepaid Mastercard in advance?

No, unlike most other cards, you do not need to pay for your card in advance. You get the VIABUY Prepaid Mastercard without prepayment and free delivery. ... Read more

Does the card also have an own bank account?

Your VIABUY Prepaid Mastercard has an own card account with online-banking functionality. The account can be loaded from any bank account ... Read more

How can I send money to another VIABUY card account?

Login to your card account on our website "Send Funds" from the menu bar Choose your payment ... Read more

Why was my contactless payment rejected despite the terminal showing the contactless symbol?

Unfortunately, NFC technology for contactless payments has not yet been fully introduced at all acceptance points worldwide. When problems occur, this is ... Read more

What amounts can be paid contactless?

In order to comply with the PSD2 (Payment Services Directive 2) and to ensure a safer usage of your VIABUY card, we have limited the number of contactless ... Read more

Can I receive the VIABUY card in Gibraltar also?

We send out cards to customers with residence in the European Union, also to Gibraltar. ... Read more

Why can´t I withdraw cash?

Please make sure that you have sufficient funds at your disposal for this transaction (desired amount to withdraw ­­+ fees). ... Read more

What is a CVC code and where can I find it?

The CVC code is available on the back of your VIABUY Prepaid Mastercard next to the signature field. CVC is an acronym that stands for Card Verification ... Read more

How can I change my date of birth?

Unfortunately you can't do that. If you made a mistake during the registration, please share with us a copy of your ID or passport here. ... Read more

Hello! Can i use my account in viabuy to deposit cheque?

We are sorry, cheques are not accepted. ... Read more

What if I want to purchase an item that costs more than the balance on my card?

To make a purchase greater than the balance on your card, you will need to use a second payment method—cash, check, or credit card—to cover ... Read more

Who I have to contact in case of debt collection?

If you are in collection please contact directly the dept collector concerning all issues, also you desire a replacement card. ... Read more

How long will my VIABUY Prepaid Mastercard be valid?

The new cards (since 2019) are valid for 5 years from the date of issuance (before 3 years). A new card will be sent to you in time before your ... Read more

Is my money safe?

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

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

What are the benefits of the contactless VIABUY Mastercard?

Make everyday purchases quickly and safely with just a tap of your card wherever you see the universal contactless symbol. Fast and easy payments with ... Read more

Could it be that I am in collection even I didn´t receive my card?

Yes. After you ordered your VIABUY Prepaid Mastercard, we set up your VIABUY card account immediately and shipped the card to your registered address ... Read more

What advantages does the use of a VIABUY Prepaid Mastercard have?

Easy order process. To order a VIABUY Mastercard you don’t have to run through complicated and time-consuming credit checks or postal identification ... Read more

What are the VIABUY notifications?

The card account monitor notifies you after each use with your VIABUY Prepaid Mastercard. In your VIABUY card account settings you can ... Read more