Personal FAQ

What does YuroPay offer?
YuroPay offers a modern and versatile banking solution consisting of online account together with an embossed prepaid Mastercard GOLD.

What is the YuroPay private account?
The YuroPay private account is an “e-wallet online account” that can be managed online from any place in the world. All you need is a stable internet connection.

What is the YuroPay card?
The YuroPay card is an “embossed” prepaid Mastercard GOLD that is accepted worldwide wherever you find the Mastercard logo. You can also use the YuroPay card to withdraw cash at any ATM.

Will there be any credit checks?
No. Since the YuroPay private account is solely based on your actual balance, no credit checks are required.

Who can apply for an YuroPay private account?
Any individual over 18 years of age and having permanent residence in Germany.

How can I open a YuroPay private account?
First click on the “Sign up” button and complete the registration form with all mandatory fields. Then log in to the web portal, click on “Upgrade Your Account”. Complete the appropriate fields and upload the requested documents.

What kind of identification is acceptable?
For identification we will ask you for the following:

  • clear scanned and fully readable copy of ID card or passport
  • clear scanned and fully readable copy of proof of address (not older than three months)
  • a selfie photo together with your ID document
  • scanned copy of a proof of income (e. g. last 3 pay-slips, pension notice, unemployment allowance notice, social security notice, tax assessment notice)

In addition, the first load you make to your YuroPay private account must be from an existing bank account held in your name.

How long the account opening process will take?
After receipt of complete identification documents, the account will be approved within 24 – 48 hours.

Do you offer joint accounts?
No. We neither offer any kind of joint accounts nor we are issuing partner cards.

In which currency the YuroPay private account will be opened?
Currently we support only Euro as currency but more currencies will be available in due course.

Will I get a dedicated IBAN for my account?
Yes. Each verified and approved YuroPay private account will come with dedicated Maltese (MT) and German* (DE) IBAN. 

How can I use my YuroPay private account?
You can use your account in two ways: for incoming and outgoing payments.

a) Receipt of payment: YuroPay offers you various options to receive payments, e.g. by real-time intra wallet transfers from other YuroPay account holders, by SEPA transfer, by instant load using a credit- or debit card (VISA and Mastercard) or SOFORT.

b) Outgoing Payments: Once you have funds in your YuroPay online private account, you can make SEPA transfers, international transfers (SWIFT) and instant intra wallet transfers to other YuroPay account holders. In addition, you can load your prepaid Mastercard GOLD if you have registered your card choosing the option “prepaid”.

Can I open multiple YuroPay private accounts?
No. We allow only one YuroPay private account per applicant.

Can I receive payments from third parties?
Of course you can receive payments from third parties on your YuroPay private account, such as: salary, pension, unemployment benefits, or private payments from friends and relatives. The receipt of “commercial” payments such as commissions, sales income, customer funds, etc. is not permitted. For such payments you will need to open a YuroPay business account.

Can direct debits and standing orders be processed via the YuroPay private account?
Direct debits and standing orders are not (yet) supported. This will require technical and regulatory measures and we plan to introduce these features later this year.

Can I make transfers to friends, relatives, colleagues etc. who do not have a YuroPay online personal account?
Of course you can transfer funds to people who do not have a YuroPay private account through our web portal. All you need is the recipient’s e-mail address – no additional data or bank details are required. The recipient will then automatically receive an e-mail through the web portal that you wish to transfer money to him/her, and that he or she should set up a YuroPay private account to receive the payment.

Why was my YuroPay private account suspended?
There are only three reasons for blocking your YuroPay private account:

1) There is a suspicion that unauthorized transactions have taken place. Or, that your YuroPay private account is being misused or has been exposed to third parties. In this case we immediately block the account for your own safety.
2) If your YuroPay private account has been inactive for the past six months and no transactions are executed.
3) If you have exceeded your annual limit.

How can I unblock my YuroPay private account?
You will need to contact our customer support.

Why was my YuroPay private account closed?
We may take action to close your YuroPay private account if we have reason to believe that:
1. You are not authorised to use a YuroPay private account;
2. You have provided false information about yourself;
3. You (or anyone else) uses the YuroPay private account for any illegal or criminal activity;
4. You are conducting your account in such a way that we do not want to take further responsibility for keeping your account active;
5. By maintaining your YuroPay private account, we will violate a law or regulation we have to abide.
6. It will harm our reputation if we further maintain your YuroPay private account.
7. You breach any terms and conditions or further agreements in place that are not in line with the account application you made and/or the way you maintain your account.
8. You offend or threaten us verbally or in any other way.

Please note that if, within the first twelve months after approval, we have to close your YuroPay private account for any of the above reasons you may incur an account closure fee as outlined in our Fee Schedule.

Will I incur any fees if I decide to close my YuroPay private account?
If you want to close your YuroPay private account you have to inform us in writing. In the event that you decide to close your private account within the first twelve months from the date your account has been opened, you will incur an account closure fee as outlined in our Fee Schedule. If we adapt our terms and conditions and you do not want to agree to the changes, then you have a special right of termination. If you want to make use of your special right of termination, this must be done in writing. In this case, you will incur no fees for the account closure.

How can I order a card?
Card order is swift and easy. Just login to the web portal, click on the button Card => Order a new card. Card manufacturing and delivery can take between 7 to 10 business days. Alternatively, you can order a YuroPay instant issue card on which your name is not embossed. Your card will be shipped to you within approx. 24 hours.

How many cards can I order?
For each account holder only one card will be issued.

How can I use my card?
First activate your card in the web portal under Card => Activate Purchased Card and follow the instructions. With activation process the annual card fee is debited automatically and immediately from your account balance. Therefore, make sure that you have sufficient funds in your online private account before initiating the activation process!

How do I get the PIN for my card?
Once you have activated your card, the PIN will be sent to your mobile number via text message (SMS).

I have not received a PIN by text message (SMS), what can I do?
In the web portal, under Card => PIN service, click on PIN reminder.

What is PIN services you are offering online?
In the web portal you are offered several options under Card => PIN service. Here you can change the PIN, resend it to your mobile phone or unblock it if you have entered it incorrectly for three times.

How can I change the PIN?
Under PIN Service, click Change PIN. The new PIN will be sent to your mobile number via text message (SMS).

There are two options to activate the new PIN:

1. When at a POS terminal use your card with the “old” PIN. After entering the old PIN the new PIN becomes active immediately.
2. Withdraw any amount at an ATM with the “new” PIN.

How can I block my card?
In the web portal under Card => Lock card. Here you have to select the reason why you want to block the card and confirm your selection. You can also order a replacement card at the same time.

How can I load my YuroPay private account?
You can load your YuroPay private account by SEPA transfer, by using debit- and credit cards (VISA or Mastercard) or SOFORT. The minimum loading amount is 1,00 EUR. The loading by debit- and credit card (VISA or Mastercard) or SOFORT is limited up to max. 999,00 EUR per day.

How long does it take to load my YuroPay private account?
Loading by SEPA transfer takes approx. one to two business days. Loading by debit- and credit card (VISA or Mastercard) or by SOFORT will be done in real time.

How can I load my YuroPay private account via SEPA transfer?
You will find the account details in the web portal when you click on Load funds => By Bank.

How can I make a transfer?
Log into your YuroPay private account and select the option Transfer funds => Outward payments.
– For a SEPA transfer, please enter the data in the SEPA Credit Transfer form.
– For an international transfer (SWIFT), please enter the data in the form Non-SEPA Bank Transfer.
If you have opted for a SEPA or non-SEPA option, please click Authorise or Authorise and Save as Template. Then you will receive a TAN via text message (SMS) to confirm and initiate the transfer.

How can I transfer money to other YuroPay accounts?
In the web portal click on Transfer funds => To eWallet. Enter the recipient’s YuroPay account number or e-mail address, the amount and payment reference and then click Submit. After entering the code you have received via text message (SMS) to your mobile device, the transfer will be executed and the funds will be sent in “real time” to the account of the recipient.

When will SEPA transfers be processed?
Payment instructions you make will be executed as follows:
1. The same day – this applies to all orders we receive before 16:00 hrs.
2. The following working day – this applies to orders received on business days after 16:00 hrs or non-business days such as weekends or public and banking holidays.

When will non-SEPA credit transfers (SWIFT) be processed?
International payments are processed as follows:
1. The same day – this applies to all incoming orders until 13:00 hrs.
2. The following working day – this applies to orders received on business days after 13:00 hrs or non-business days such as weekends or public and banking holidays.

Why can it be that the remaining balance on my YuroPay private account differs from the actual balance?
Outgoing payment orders will only be reflected in your YuroPay private account after they have been executed. This can take up to 24 hours. Therefore, the current account balance will be displayed as available balance.

What happens if I enter a wrong IBAN or wrong payment details?
If incorrect payment details have been provided or the payment has been inadvertently assigned to a wrong account, the respective amount may either a) be credit to the recipient’s account with a slight delay or b) the amount will be returned to the originating account.

For manual processing YuroPay reserves the right to charge a fee according to our fee list. This fee may incur additional fees from third party banks, which will also be re-charged to you. Furthermore, YuroPay can not be held responsible for the loss and / or delay of a erroneous payment.

Why was my transfer order not executed?
You must always provide the recipient’s full first and last name or company name (no nicknames, abbreviations, etc.) for the transfer order to be executed without any delays.

What should I do if I notice that a payment order has not been authorised by me?
YuroPay always strives to ensure the security of your account information. However, if you notice any discrepancies, you must notify us immediately so that we can immediately suspend and change your password information.

How do I receive my account statement?
Account statements can be generated at any time free of charge within our web portal. However, each bank statement can be produced for a period of 60 consecutive days if you want to print them together.

What should I do if I forgot my username or password?
Your username is the e-mail address you used to open the account. You can request a new password via the login page of the web portal.

What should I do if I have forgotten the answer to my secret question?
It can happen. In this case, please contact our customer support.

Why can not I get a code via SMS?
This can have different reasons:
1. Our system is offline or there is a problem. In such cases you will be informed by e-mail.
2. Sometimes the code is delayed sent by the system. Please wait a few minutes and try again.
3. Your mobile service provider blocks SMS reception. Please switch off and turn on your mobile device.

How can I update my personal information?
You can change the following data in the Web portal under Profile:
– Your password
– Your mobile number

For the modification of other profile data contact the customer support.

How safe are my card information?
Your card data is stored within a so-called “PCI level 1 certified infrastructure”. Therefore, we have never access to your card or to your personal information. It is therefore imperative that you keep your data secure.

How do I protect passwords, security tokens, personal information and other confidential information?
Your access data to your YuroPay private account is personal and must be kept secure so that only you have access to it. Please do not share your access data with other persons and please ensure that no other persons are allowed to see your data.

How safe is it to register over the Internet?
At YuroPay we use different encryption and very secure firewalls for our servers. We can almost guarantee that your data is absolutely inviolable during registration and account management.

Do you share my data to other companies?
Please note our privacy policy.

Will YuroPay ever send an email to request my CVV number?
Under no circumstance. YuroPay will never ask you – by e-mail, telephone or post – for your personal account / card information. If this happens, please contact us immediately.

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