FAQ's

Introduction to Pay2
1. How Pay2 Works
2. What is Pay2?
3. What are the benefits?
Account Application and Activation
Loading Your Pay2 Accounts
1. Credit Card Loading
2. Pay2 Direct
Using Your Pay2 Accounts
Account Balances
1. Using your Pay2 card in petrol stations and restaurants
2. Why is my account balance negative?
Contacting Pay2
1. How do I contact Pay2?
2. How do I make a complaint or suggestion to Pay2

Introduction to Pay2
1. How Pay2 Works
  - Firstly you must complete the Pay2 registration page on your merchant's website.
  - Proper and complete registration will effectively open an account with one of our partner banks.
  - Once your account has been activated you can start to load money onto it.
  - You can load money into your account via credit card , Pay2 Direct, bank transfer or directly from your merchant.
  - Your account is now ready to be used!!
  - We will send you Pay2 Welcome Pack containing your Pay2 Maestro card and a separate envelope with Terms and Conditions which you will need to sign and send back together with your KYC documentation.
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2. What is Pay2?
  
  Pay2 is a secure and convenient prepaid debit card alternative to cash or credit cards that allows you to perform a variety of online and offline transactions, while at the same time being directly linked to a bank account.
  
  Pay2 provides you with an account for performing secure financial transactions on the Internet, as well as a prepaid debit card for withdrawing cash from ATM's and making purchases at millions of locations around the world.
  
  You can manage your Pay2 account anytime, anywhere - all you need is Internet access.
  
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3. What are the benefits?
  
  Convenience - You can make online payments as well as offline purchases and ATM cash withdrawals.
  
  Secure - Your unique Pay2 password and personal identification number (PIN) vastly reduce the risk of fraud.
  
  Available - You can access your account anytime and from anywhere by visiting our home page. All you need is access to a personal computer with an internet connection.
  
  Simple - The user-friendly website is easy to use and doesn't require you to download any special software.
  
  Accessible - You do not need a current bank account to be eligible to apply for an account.
  
  Private - Your prepaid debit card does not display your personal details openly and your online account can only be accessed by yourself, allowing you to enjoy the anonymity of cash with the convenience of a card.
  
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Account Applicaton and Activation

Who can become an account holder?

Anyone over 18 years of age can open an account. However, you will need to be able to provide us with the necessary KYC (Know Your Customer) documentation as per our "Know Your Customer" guidelines.

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What will I receive in my Pay2 Welcome Pack?

Your Pay2 Welcome Pack will contain:

Your prepaid debit card.

Your personal identification number (PIN).

The Pay2 Terms and Conditions outlining the documentary requirements.

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When can I start using my account?

You can start using your account and prepaid debit card as soon as they have been activated.

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Loading your Pay2 Accounts

Credit Card Loading
1. How do I change the expiry date of my Credit Cards?
  
  To change the expiry date of Credit Cards associated with your Pay2 account, customer must login to their personal details on www.pay2.net. Once logged in, click on the "Account Details" button on the left side of the screen, followed by the "Cards" button. You may change/update the expiry date of your credit card at this point by clicking on the "Edit" button. If the customer currently has more than the one credit card associated with his/her account, the customer will need to clarify which credit card s/he wishes to edit, followed by clicking on the "GO" button.
  
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2. What is a CVC number?
  
  A CVC number is a 3 digit number found on the back of your credit card on the signature strip. This number will be preceded by the the last 4 digits of your credit card number.
  
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3. Why can I not find the CVC number on my Pay2 Debit Card?
  
  CVC numbers are only associated with credit cards. As the Pay2 Debit card is not a credit card it does not have a CVC number and therefore cannot be used for transactions requiring a CVC number.
  
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Pay2 Direct

What do I need to make a Pay2 DIRECT Transfer?

You will need:

The Pay2 DIRECT Account Details

Your Maestro Card number and contact details

The email address you registered with Pay2

How do I load my Pay2 instant account using Pay2 DIRECT?

Follow the below steps for a quick and easy load:

Internet Banking

Login to your online personal bank account

Select 'Transfer Funds/Make a Payment'

Enter the Pay2 DIRECT Bank account number. The Pay2 account details can be found below.

In the Reference Field allocated for your comments you MUST enter your Pay2 Maestro Card Account number (16 Digits)

You MUST complete a Pay2 DIRECT Load Notification Form for each transfer you make. It is important to make sure this form is filled out and submitted as it is used to assist with the quick allocation of the credited funds.

Your transferred funds will be in your account within three to five working days.

Over The Counter

Fill out a Credit/GIRO slip at your Bank or Post Office.

Enter the Pay2 DIRECT Account number as the account you will be crediting. (Pay2 account details can be found below).

Make sure you enter your Maestro Card Account Number in the reference field on the credit slip.

Hand over the amount of cash you would like credited together with your credit slip.

Make sure you ask for a receipt. Record this receipt number in the 'Other Info You Feel Is Relevant' field on the Pay2 DIRECT Load Notification Form.

You MUST complete a Pay2 DIRECT Load Notification Form.

Telephone Banking

Call the Telephone Banking service at your Bank.

Request to transfer money into the Pay2 Bank Account. (Pay2 account details can be found below).

Make sure you use your Pay2 Maestro Card Account Number as a transfer reference number.

Ask for a receipt number or transaction ID. Enter this information in the 'Other Info You Feel Is Relevant' field on the Pay2 DIRECT Load Notification Form.

You MUST complete a Pay2 DIRECT Load Notification Form.

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Why do I need to submit a Deposit Notification Form?

You MUST complete a Pay2 DIRECT Load Notification Form for each transfer you make.

It is important to make sure this form is filled out and submitted as it is used to assist with the quick allocation of the credited funds.

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What if I forget to submit a Pay2 DIRECT Load Notification Form?

If you forgot to submit a Pay2 DIRECT Load Notification Form please do so immediately.

Please ensure you enter the date and reference number of your transfer in the comments box.

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How long does it take for the funds to reach my Instant Account?

Your transferred funds will be in your account with in three to five working days.

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Is Pay2 DIRECT Secure?

Pay2 DIRECT transactions are protected using high levels of security.

Like other bank transactions, Pay2 DIRECT transfers are traceable. So if you have a problem, simply contact Pay2 or the financial institution you used to make the Pay2 DIRECT transfer.

For details of the security features provided to you by your financial institution, and how to protect your personal information, please contact your financial institution.

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If I make a mistake what should I do?

Don't worry. If you have completed the transfer page incorrectly, contact your financial institution. If you've paid too little, simply make another payment to top up the amount.

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If a payment is made that I didn't authorise what should I do?

Contact your bank, building society or credit union as soon as possible.

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How much does it cost to use Pay2 DIRECT?

Pay2 DIRECT payments are cheaper than using Credit Cards.

Pay2 DIRECT charges €2.00 and 3.00% of your total load each time you make a transfer to Pay2.

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What is the Minimum Pay2 DIRECT Load?

The minimum load for Pay2 DIRECT transfers is the local currency equivalent of EURO 100 or USD 100.

As approximations this roughly converts to:-
NOK 850	=	EUR 100
DKK 750	=	EUR 100
SEK 900	=	EUR 100
Note these will not be your conversion rates, and are merely rounded numbers to assist you with the deposits.

What is the Maximum Pay2 Direct Load?

The maximum load for Pay2 DIRECT transfers is the local currency equivalent of EURO 2000 or USD 2000.

As approximations this roughly converts to:-
NOK 17000	=	EUR 2000
DKK 15000	=	EUR 2000
SEK 18000	=	EUR 2000

How long will it take for the payment to go through?

The funds you have transferred using Pay2 DIRECT will be in your Instant Account with in three to five working days.

The exact timing is subject to the processes of your Bank.

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Using Your Pay2 Accounts
1. How do I access my account?
  
  Accessing your account is quick and easy. Just visit the our home page, click on "Access Your Account", and follow the prompts. Please enter the email address you used to create your account and unique password to gain full access to your accounts.
  
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2. What are the costs associated with your account?
  
  There are fees for transactions associated with your account. Please refer to your merchant site for a complete list of transaction fees specific to the use your account.
  
  There may be a charge for the activation of your account.
  
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3. Will I receive account statements by mail?
  
  With Pay2, there is no need for cumbersome paper statements-just log in and view your online statement immediately. Please be advised that your online statements are currently available for a 30 day period only.
  
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4. What happens if I forget my PIN number?
  
  It is important that you memorise your PIN and store it in a safe place, as you will need it each time you use your prepaid debit card to withdraw your money at an ATM or to make a purchase. If you do forget your PIN, please contact our Customer Care Team.
  
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5. Why am I locked out of my account?
  
  We have many systems in place to keep your account secure; one of these systems involves locking an account if an incorrect password is entered three times in a row.
  
  If you have been locked out of your account, please contact our Customer Care Team. The Customer Care Team will unlock you account on your request.
  
  Some points to remember regarding your password are:
  
  Your password should be easy for you to remember, but difficult for others to guess.
  
  Your password will be case sensitive, so please ensure you are aware if the caps lock key is in use.
  
  Your password (created by you when you registered) is not the same as your passcode (assigned to you by Pay2 and used for transactions) - please don't mix them up!
  
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6. Can I change my PIN?
  
  Unfortunately at present your PIN cannot be changed.
  
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7. What if my card is lost or stolen?
  
  To report your prepaid debit card lost or stolen please contact our Customer Care Team, stating your registered Pay2 email address and 16-digit prepaid debit card number. We will block your card to protect you from any unauthorised use. Upon reporting your card lost or stolen, Pay2 will cancel both your accounts. As soon as this process is complete you will be invited to apply for a brand new account.
  
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8. Can I change my Password?
  
  Customers must login to their personal details on www.pay2.net. Once logged in, click on the "Account Details" button on the left side of the screen, followed by the "Authentication" button. The customer may change their password at this point by clicking on the "Edit" button. In order to make this change the customer is required to know his current password as this is required both to login to make the alteration and also forms part of the authentication process involved in changing the password.
  
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9. How do I load and transfer money to my account or prepaid debit card?
  
  You can transfer funds from a credit card into your account only. The option to request a SWIFT/wire transfer from your bank to your account or prepaid debit card is also available.
  
  There is a transfer function which allows you to push funds from your merchant account to your account or your prepaid debit card. For further instructions on this functionality please refer to your merchant's site.
  
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10. How can I change my registered email address?
  
  If you would like to change the email address you have used to register with Pay2, please provide us with the old email address, the new email address, and the answer to your security question.
  
  We require the answer to your security question, which you created when you first registered with Pay2, to ensure that your personal details are securely protected.
  
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11. How can I change my address, phone number, employment details or other contact details?
  
  To change your personal account details go to our home page and 'Access Your Account'. Once you have logged in, please click on the 'Contact' tab and then 'Edit' to change any details.
  
  To change employment details go to our home page and 'Access Your Account'. Once logged in, click on the "Account Details" button on the left side of the screen, followed by the "Employment" button. Changes can be made at this point by clicking on the "Edit" button.
  
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12. Are there any limits on the size of transactions?
  
  There are limits on the amount of funds that you can load onto your Pay2 accounts. These limits have been put in place inline with international banking regulations. To view these limits please refer to your merchant's site.
  
  If you would like to arrange for higher limits, please contact our Customer Care Team.
  
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13. Is there a limit to the number of transactions I can carry out at one time?
  
  Pay2 places no limit on the number of transactions you can perform, but you may encounter other restrictions such as the availability of sufficient funds in your account or the daily limit on withdrawal of funds imposed by ATMs.
  
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14. Is there interest calculated on my account?
  
  The Pay2 branded account and prepaid debit card do not accrue any interest.
  
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15. Can I use my Pay2 Virtual MasterCard to make payments to my PayPal Account?
  
  PayPal does not support payments made using the Pay2 Virtual MasterCard.
  
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16. How do I close my account?
  
  We are sure you will enjoy the convenience and security of Pay2. However, should you wish to close your account at any time, Pay2 requires a request be logged via the 'Customer Care' link on the website. There is currently a 5 EURO fee to close your account.
  
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Account Balances
1. Using your Pay2 card in petrol stations and restaurants
  
  When you use your Pay2 Debit card to make a purchase at a gas pump, a statutory amount will be authorised for your transaction (normally €50). This amount is authorised against your account as we do not know how much your intended transaction is going to be. This authorisation is cleared from your within 7 -10 business days when the actual purchase is received from the merchant.
  
  When you use your Pay2 Debit card at a restaurant, the restaurant will automatically authorise an amount greater than the actual amount of the bill. This amount is to allow for a potential gratuity. This authorisation is cleared from your within 7 -10 business days when the actual purchase is received from the merchant.
  
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2. Why is my account balance negative?
  
  The total balance on your online Pay2 account is displayed in Euros, and your transactions on your statement that are made when you are using your Pay2 Visa Electron card are shown in the currency of the country of origin of the particular transaction.
  
  Due to the nature of cross-currency conversion, the timing of the settlement of these transactions and the charges involved, it is possible that the balance of your account will appear in the negative. The size of this negative balance will be dependant on the size of the transactions and you have been performing.
  
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Contacting Pay2
1. How do I contact Pay2?
  
  Our Customer Care Team can be contacted by clicking on the 'Customer Care' link on the our home page. You can access this page using the following link http://www.pay2.net/customercare/index.shtml The Customer Care Team will be happy to help you with any queries you have regarding your account.
  
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2. How do I make a complaint or suggestion to Pay2?
  
  At Pay2, we appreciate all feedback from our customers. Your comments allow us to continually improve our service by identifying and addressing any areas of concern. We can be contacted by visiting www.pay2.net/customercare/index.shtml.
  
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Registered Address: Suite 500, 350 South Center Street, Reno, Nevada 89501