General Information

Advantage Comparison

The BLUECARD Highlights

The BLUECARD Prepaid Mastercard® offers a full range of benefits including a straightforward order process, quick fund loading, convenient use and low fees. Through the XPAY customer portal you also have access to the XPAY MONEY BOOST1 as a free bonus!

The BLUECARD Prepaid Mastercard® - better than a regular credit card!

The BLUECARD’s most important highlights:

✓ Full featured and genuine Mastercard® (Prepaid)

✓ Attractive design personalised with your name in elegant embossing

✓ Recharge your card at any time online by bank transfer to your own IBAN2

✓ Accepted at millions of Mastercard® acceptance points worldwide

✓ Ideal for online payments with the Mastercard® Identity Check

✓ For everyone3: No credit checks or salary statement required, delivered in just a few days

✓ Cancel at any time4. Free card cancellation/account closure (incl. credit balance refund)

1 Outstanding deals and discounts with up to 100% extra with 25 well-known partners

2 Other fund load options: giropay

3 18+ and a resident in Germany or Austria

4 With a period of four weeks in accordance with §12 of the General Terms of Use for Cardholders

The XPAY MONEY BOOST1

You receive new vouchers daily from 25 well-known brands in your customer portal, offering up to 100% extra!

For example, receive a 55.00 € Zalando voucher for just 50.00 €. That’s a 10% saving on top of all other deals! Or 100.00 € for just 90.91 € at Rossman, 56.00 € for just 40.00 € with Hello Fresh and 7.50 € for 5.00 € at treatwell and over 20 more brands!

1 Outstanding deals and discounts with up to 100% extra with 25 well-known partners

Why the Mastercard® from XPAY?

✓ Make more from your money: XPAY MONEY BOOST1 is a unique feature for many XPAY cards, including the BLUECARD!

✓ Great offers specifically for XPAY customers from fashion, travel and finance brands

✓ Award-winning and practical BLUECARD customer portal

✓ Excellent customer service through the XPAY payment experts

1 Outstanding deals and discounts with up to 100% extra with 25 well-known partners

The BLUECARD – a safe and comfortable payment method!

✓ For use at millions of Mastercard® acceptance points worldwide and secure online

✓ For shopping and everyday use, when travelling, for budgeting or as a gift

✓ Cash withdrawals available at any time at ATMs within the card balance

✓ Keep an eye on your money through the award-winning, practical BLUECARD customer portal from XPAY

✓ Highest security standards guarantee maximum protection against unauthorised access

✓ Refund of the amount in the case of unauthorised debits or transactions1

✓ Limited liability for card misuse by third parties1

✓ Prepaid means no borrowing and no risk of debt

✓ Full control over finances with no liabilities arising

✓ General increase of personal security through an additional means of payment

✓ Budgeting for you or your partner

✓ 24h card blocking hotline in case of card loss or for blocking requests

1 Liability maximum £35, except for gross negligence

The BLUECARD can do much more!

✓ Delivered in a just few days ready for use in minutes thanks to practical, instant loading methods

✓ Excellent price/performance ratio

✓ Free of charge when used in-store or online within the SEPA zone

✓ Low user fees

✓ 3 years card validity and automatic follow-up card

✓ Use in-store with the secure and simple Chip & PIN procedure

✓ Ideal for online payments with the Mastercard® Identity Check

Ordering the BLUECARD

Age Restrictions

You must be 18 years or older to order the BLUECARD. Upon ordering the card, please ensure to enter your date of birth correctly. The date given must match the date found on your personal identification document.

Note: Unfortunately, due to legal restrictions we must be strict. If the stated age of the cardholder is found to be incorrect, the card may be blocked later.

Order Duration

Usually you will receive your BLUECARD Prepaid Mastercard® in your mailbox within three working days1.

The order duration begins from the time your order formula is sent along with your mailing address, not at the time of purchase.

1 This is the case for 90% of all deliveries. Contact customercare@xpay.de if an issue should arise.

Order Process

The order process is extremely simple and is completed in just three steps:

1) Purchase

2) Ordering the BLUECARD following payment

3) Receipt of the card and first steps

The purchase is separate from the card order. Therefore, you can also purchase for a third party.

1) Purchase

Simply enter your name and e-mail address into the fields provided. In addition, we need to know which country you live in (permanent residence).

The name you enter here does not have to be the same name that is later found on the front of the card. It is possible to adjust the name in the next step.

To complete the purchase, select one of the convenient and secure payment methods. Done!

Note: Due to legal regulations, the BLUECARD may only be purchased by people who reside in the countries indicated.

XPAY is constantly working to expand the list of countries in which the card can be purchased.

You cannot purchase the card if you live in another country.

A false entry at this point can lead to problems with the later use of the BLUECARD and may result in the blocking of the card.

Tip: Among the payment methods you will find payment with first card load. This allows you to order your card first and pay later.

2) Ordering the BLUECARD following payment

Next you will receive a confirmation e-mail. Click on “Enter Address” to complete the order.

In the step “The BLUECARD Prepaid Mastercard® Order Form” you will be asked to enter the future card holder’s delivery details. With this, the order is submitted to the card manufacturer.

Good to know:

• The first and last name you enter in this step will be embossed on the card in the exact same way. Name combinations of more than 21 characters may be abbreviated. Usually the first name will be abbreviated.

• The card will be delivered to the specified address. It is essential that the name given is visibly displayed at this address.

• In order to carry out the limit extension, the specified address must match the address found on your personal identification document. To increase the card limit, the law requires not only that you provide your address, but also that you provide proof of your address.

• Date of birth and nationality are required by the card-issuing bank1. We only pass on this information.

• All information will be treated in strict confidence and in accordance with the terms and conditions and privacy policy.

3) Receipt of the card and first steps

All further steps can only be carried out after the receipt of the BLUECARD Prepaid Mastercard®.

The most important of these is the “card activation”. This security step is necessary to prevent misuse of the financial product in the mailing process.

Please inform yourself about the topic “card activation” in the section After receipt of the BLUECARD.

1 Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The prepaid Mastercard® card is issued by PayrNet Limited (“PayrNet”) pursuant to license by Mastercard International Inc. PayrNet is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900594).

Credit Check

A credit check or SCHUFA query will not be carried out when ordering this card.

A salary statement is not required. The BLUECARD is available to everyone1.

1 18+ years and a resident in Germany or Austria.

Data Protection

Your personal information is in good hands with us. We handle data carefully and adhere to all regulations of the basic data protection ordinance.

Further information: The privacy policy provides exact information on this subject.

Card has not arrived

Usually you will receive your BLUECARD in your mailbox within three working days from the time you submit your order form.

If this happens to not be the case – there is no need to worry. Sometimes the postal delivery process cannot be completed and therefore it will take time before it is returned to us.

Your card has not arrived – what to do?

Usually you will receive your BLUECARD in your mailbox within three working days from the time your order form is sent.

If this happens to not be the case – there is no need to worry. To put you at ease, the payment methods offered by us allow you to receive a refund of the payment amount (credit card payment and PayPal) if the goods do not arrive. If you have decided to pay with the first card load, the payment amount will only be booked after receipt of the goods.

Tip: Please wait another three working days before contacting us. Sometimes the postal delivery process cannot be completed and therefore it will take time before it is returned to us. Unfortunately, we cannot make a binding statement before then.

Our friendly customer support team will be happy to check the system to determine the delivery issue and discuss a suitable solution with you.

Costs

The issuing fee for the BLUECARD is 24.95€ plus 4.95€ shipping costs.

The use of the card may incur additional costs. You can find more details in the fee table.

There are no fees for payments within the SEPA zone or in EURO currency.

The costs incurred are borne by the merchant.

Tip: If the BLUECARD is not loaded, there are no costs that are charged elsewhere1. Fees according to the published fee table are collected exclusively from the loaded BLUECARD. If the card has been left unused for an extended period of time, please note before recharging it to what extent fees are outstanding, as these will be automatically charged with the next funds loaded.

1 The BLUECARD cannot go into a “minus” balance amount, except for unauthorised payments from transactions without contact to the Mastercard® network.

Termination

The BLUECARD can be cancelled at any time1. Cancellation of the card (account closure) incl. refund of credit is free of charge.

Due to legal restrictions, identification is required for a credit balance refund.

Retiring the card is often more advantageous than termination

Since a card termination does not offer any significant advantages over a card retirement, it is recommended to use the remaining card balance online or in a retail store instead of terminating the card. This way, your BLUECARD can be used again in the future.

Cardholders who have extended their limit can also withdraw the card balance in full 10 € amounts at ATMs at any time. It is not necessary to cancel the card.

Tip: If the BLUECARD has not been loaded, no costs will accumulate that will be charged elsewhere2. Fees according to the published fee table are collected exclusively from the loaded BLUECARD. After the card has been left unused for an extended period of time, please note before recharging it to what extent fees are outstanding, which are automatically charged with a charged amount.

1 With a notice period of four weeks according to §12 of the General Terms and Conditions of Use for Cardholders

2 The BLUECARD cannot go "minus", except for unauthorised payments without contact to the Mastercard® network

Sales Partner

Lofina Ltd. in Ireland is the only distribution partner authorised to sell the BLUECARD Prepaid Mastercard® in Europe. Lofina Ltd.’s sole responsibility is to refer your card application to the card issuing bank1.

1 Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The prepaid Mastercard® card is issued by PayrNet Limited (“PayrNet”) pursuant to license by Mastercard International Inc. PayrNet is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900594).

Miscellaneous

Replacement Card

A replacement card is necessary in the following cases:

• Your name has changed

• Your card is damaged

• You have misplaced your card

• Your card was stolen

You can request a replacement card from customer service. Simply send a short e-mail to customercare@xpay.de.

Your current card will be irrevocably blocked when you apply for a replacement card.

After receipt of the replacement card

Once you have received your replacement card, you can activate it in your BLUECARD customer portal. The remaining credit on your old card will be automatically transferred to the new card after activation.

The costs for the replacement card can be found in the fee table.

Card validity & follow-up card

Your BLUECARD is valid until the end of the term printed on the card. This is usually 3 years. Afterwards you will automatically receive a follow-up card.

Prior to the card expiry, you will automatically receive your new BLUECARD Prepaid Mastercard® (follow-up card) to which your old credit balance will be transferred.

The prerequisite for a follow-up card is a completed limit extension or an otherwise verified address so that we can send you your card. You also need a credit balance on your card in the amount of the fee for the follow-up card (9.99 €).

See the fee table for further information.

Contactless

The BLUECARD is equipped with a contactless payment function.

Tap. Beep. Done!

It works everywhere where the contactless logo is visible, even up to 25 € without PIN entry.

Soon all POS terminals in Europe will be converted.

The contactless function is automatically activated with the first card use.

Difference between the BLUECARD and a classic credit card

The individual Mastercard® card programmes differ primarily in the way the card transactions are settled.

The settlement of card transactions

With a classic credit card, the card turnover is automatically converted into a consumer credit at the end of the month. Credit cards in which the amount is regularly debited from a linked account in full are common within Germany.

The BLUECARD Prepaid Mastercard® is a prepaid card that can be quickly and easily loaded with funds before use. The BLUECARD is not tied to any account and thanks to the prepaid functionality there is no borrowing and no risk of debt. There are no liabilities and you have full control over your finances.

There are hardly any differences in the use and application of the BLUECARD compared to a classic credit card.

The BLUECARD is also visually indistinguishable from a credit card.

Get started – your first steps after receipt of the BLUECARD

Activate your BLUECARD

As your BLUECARD Prepaid Mastercard® is delivered to you per post, for safety reasons you will need to activate your card before use.

Most users also choose to increase the card limits at the same time they activate the card so that they can enjoy the full benefits right from the get-go.

You can find more information under the section Increase the limits of your BLUECARD.

To activate your card, visit the XPAY Homepage. Here, click on “CARD ACTIVATION” and select your card programme.

For this step you will need your BLUECARD, as your 6-digit customer code (alphanumerical) is printed on the front side of the card.

Note: During the activation process you will be asked to enter the e-mail address used to order the BLUECARD.

If you should receive the notice that your e-mail address is unknown, please check the address for any typos.

If you should receive the notice that the e-mail address is already taken, it is very likely that you already possess a card from our XPAY system. In this case you will have to use a different e-mail address. Simply follow the instructions given.

If these steps do not resolve the issue, please contact our customer support at customercare@xpay.de.

Load your BLUECARD

You can use your card as soon as it has been activated. To load funds on to the card, there are two different options:

• Per SEPA Transfer

• Per giropay, the safe instant payment method through your Giro account with PIN and TAN.

Store mobile number and request PIN

To use your BLUECARD in retail stores, you require a 4-digit PIN.

In case this is your first Mastercard®: You will know this from your debit card.

You can request your PIN via the XPAY Homepage.

Click on “LOG IN” and then on “your next steps” or “user profile”.

Your PIN will be sent to you per SMS.

To receive your PIN you must enter your mobile number. The PIN will be sent to you via SMS.

The first SMS is free. Further information can be found in the fee table.

Increase the limit of your BLUECARD

Would you like to load larger sums? No problem – you can load your BLUECARD up to the maximum 15,000 € in one simple and free step.

Most users also choose to increase the card limits at the same time they activate the card so that they can enjoy the full benefits right from the get-go.

This is how it works: The default maximum card balance is 250 €. If you would like to exceed this limit, you must increase your card limit before the amount can be credited.1

The practical thing about it: You can complete this online in about 3 minutes. Due to legal regulations you need a valid identity card for this process.

If this is the case, you will be automatically informed by e-mail.

You can find the entire process on the XPAY Homepage. Here, click on "LOGIN" or "LIMIT EXTENSION".

1 More information can be found in the General Terms of Use for Cardholders under points 3 and 4.9.

Using your BLUECARD

If your BLUECARD has been loaded, it is ready for you to use in-store and online.

There are no fees for payments within the SEPA zone or in EURO currency.

The costs incurred are borne by the merchant.

If you would like to know more about fees in general, you can find this information in the BLUECARD customer portal in the fee table.

Further information regarding security can be found in the section Security of your BLUECARD. But do not worry – the security systems work perfectly in the background.

Make sure that your card does not fall into someone else’s hands and that you hide the PIN when paying.

Never write down the PIN on to your card. The best thing you can do is to memorise it.

The XPAY Homepage and the BLUECARD customer portal

General

Do you have questions about your card?

Your general contact point for all matters is always www.xpay.de.

At www.xpay.de you will find general information that applies to all card programmes and a login area (BLUECARD customer portal) with specific information regarding your personal card.

You can already find many answers on www.xpay.de under "Support" in the menu without having to log in. This area is best suited if your questions are more about the BLUECARD or Mastercard® itself (handling, loading and blocking the card etc.) and less about your specific personal card (e.g. certain personal transactions or other personal information).

All information regarding your personal card are of course private. You will find this information once you log in. This you can also access via www.xpay.de. Simply select your topic “LOGIN”, “CARD ACTIVATION” or “LIMIT EXTENSION” and your card programme.

Since the conditions for each card programme are similar in principle, but often very different in detail, you will not find topics such as fees or terms and conditions for your card in "General Information", rather in the BLUECARD customer portal.

The XPAY Homepage

XPAY stands for a variety of card programmes, each of which is tailored to specific user groups. The differences between these card programmes lie in the respective services and additional benefits, the issue price, fees and distribution channel.

Therefore, the BLUECARD is not the only card from XPAY. XPAY mainly issues customer cards that are equipped with the Mastercard® payment function. On the XPAY Homepage, you can find answers to general customer questions about the Mastercard® payment function.

In addition to current special offers you will find information regarding all of XPAY’s card programmes on www.xpay.de.

On the XPAY Homepage you will find many answers to your questions under the menu item “Support”. This area is best suited if your questions are more about the BLUECARD or Mastercard® itself (handling, loading and blocking the card etc.) and less about your specific personal card (e.g. certain personal transactions or other personal information).

You can contact the general XPAY customer service via the XPAY homepage when – who would have thought?! – the subject matter is of a general nature. Simply select the menu item “Support”.

Note: The general XPAY customer service cannot answer any questions regarding personal subject matters, as the team does not have access to any customer data. However, when it comes to general information, the team really knows their stuff!

The BLUECARD Customer Portal (Login)

In the BLUECARD customer portal you will find not only all personal information regarding your card (e.g. account balance, account overview, card details), but also you can initiate all necessary or desired processes relating to your BLUECARD:

• Card activation

• PIN receipt

• Card loading

• Limit extension

• Editing of customer information

• Card blocking

• Notification settings

• Purchase of vouchers (XPAY MONEY BOOST)

Simply select your topic (“LOGIN”, “CARD ACTIVATION” or “LIMIT EXTENSION”) and your card programme via the XPAY Homepage and you will arrive at the login.

Here you can also contact the BLUECARD customer service if you have questions regarding your personal data.

Note: The BLUECARD customer service can only answer restricted questions to general topics or questions that relate to other XPAY card programmes. Therefore, the competent customer support team is there to help you with all personal queries.

Login Process – General

Simply select your topic (“LOGIN”, “CARD ACTIVATION” or “LIMIT EXTENSION”) and your card programme via the XPAY Homepage and you will arrive at the login.

To log in, you will need your e-mail address and your password.

Login Process – Problems with the login

Problems with the login can arise due to the following common issues:

• You have entered your e-mail address incorrectly. Please check your e-mail address for typos.

• You have forgotten your password. Simply click “Password forgotten” to change your password. You will receive an e-mail with the corresponding instructions.

If neither of these steps resolve the issue, please contact our customer support for free at customercare@xpay.de.

Difference between the BLUECARD customer portal and a classic bank account

XPAY is not a bank, rather a so-called Mastercard® programme manager. XPAY creates, distributes and manages new and customer-friendly card programmes.

The BLUECARD customer portal is not an account or current account, rather a tool to manage your BLUECARD Prepaid Mastercard®.

Therefore, there are no classic account statements available for the BLUECARD.

Change of name or address

You can change your address at any time via the BLUECARD customer portal. In order to change or update your name, please contact our customer service team at customercare@xpay.de.

XPAY MONEY BOOST

In addition to all other benefits, the BLUECARD Prepaid Mastercard® offers you the unique XPAY MONEY BOOST as a free bonus!

With the XPAY MONEY BOOST you have access to amazing deals and discounts up to 100% from top partners such as Amazon and Otto.

The XPAY MONEY BOOST

You receive daily cash vouchers via the BLUECARD customer portal from Germany's top brands and retailers with a bonus value of up to 100%!

The bonuses work in addition to any discounts already given by these brands.

Example: You receive a 55.00 € voucher for OTTO via your BLUECARD customer portal and pay just 50.00 €. That’s 10% on top of all existing discounts!

General use of the BLUECARD

Using the BLUECARD after receipt

Each of the following steps allows for optimal use of the BLUECARD:

• Card activation

This step is essential. You can activate your card via your customer portal. Then you can load the card and complete the following steps.

• Card load

By loading the card (crediting the amount) it is ready for use on the Internet. You load the card directly within the BLUECARD customer portal. If you already know your IBAN, you can even transfer money without first visiting the BLUECARD customer portal.

• Save your mobile number and request PIN

With the receipt of your PIN per SMS you are also ready to pay in-store. To receive your PIN, you need to have first saved your mobile number in your customer portal.

• Limit extension

The limit extension is available to you as the highest "expansion level". This allows you to load your BLUECARD to the maximum limit of 15,000 € and you will also automatically receive a follow-up card once your current card expires.

PIN for in-store payments

To use your card in retail stores you require a 4-digit PIN.

In case this is your first Mastercard®: You will know this procedure from your debit card.

You can request your PIN through the XPAY Homepage.

Click on “LOGIN” and then on “your next steps” or “user profile”. Your PIN will be sent to you via SMS.

To receive your PIN you must enter your mobile number. The PIN will be sent to you via SMS.

The first SMS is free. Further information can be found in the fee table.

Forgotten PIN

Forgotten your PIN? No problem.

You can simply request a new PIN through the BLUECARD customer portal.

You can request your PIN through the XPAY Homepage.

Click on “LOGIN” and then on “your next steps” or “user profile”. Your PIN will be sent to you via SMS.

You can also refer to the fee table.

PIN selection

Unfortunately, you are currently not able to choose your own PIN.

Procedure for in-store payments

Using your BLUECARD for an in-store payment is very easy.

Provided that the merchant accepts Mastercard®, you can request to make a Mastercard® payment. The merchant will help you with the next steps.

Merchants that offer this service provide the Mastercard® symbol at the checkout. In Germany there are hundreds of thousands of acceptance points and several million worldwide.

In most cases, it is sufficient to hold the card on the outside of the payment terminal (contactless payment). For payment amounts up to 25 € you do not even need to enter a PIN!

Tap. Beep. Done!

We recommend that you keep your receipts.

Note: Please ensure that there are enough funds loaded on to your card. You can check your balance in the BLUECARD customer portal or in the BLUECARD balance notification, that we send twice a week per e-mail.

Additionally, with every payment you make you will receive a transaction confirmation, which also contains your card balance.  

Procedure for online transactions

Using your BLUECARD for an online transaction is very easy.

Simply select Mastercard® as the payment method when you go to pay.

You must always enter four pieces of information to complete the payment:

• The card number (16-digit card number embossed on the front of the BLUECARD)

• Your name (as embossed on the front of the BLUECARD)

• The expiry date (as embossed on the front of the BLUECARD)

• The 3-digit CVC (Card Verification Code), which is printed on the back of the card

Note: Please ensure that there are enough funds loaded on to your card. You can check your balance in the BLUECARD customer portal or in the BLUECARD balance notification, that we send twice a week per e-mail.

Additionally, with every payment you make you will receive a transaction confirmation, which also contains your card balance.

Overseas transactions

For “overseas payment” a distinction must be made between payment in EURO or payment in a foreign currency.

There are no fees for payments within the SEPA zone or in EURO currency.

The costs incurred are borne by the merchant.

Important Note: For payments within the SEPA zone or in EURO currency, we from BLUECARD do not draw any fees. This excludes cash withdrawals from ATMs.

Please note that a merchant in a country with foreign currency may ask whether you would like to complete the transaction in EURO. In most cases, the merchant or organization will charge fees for this! We at BLUECARD have no influence on this, as you decide to purchase a service from a third party!

In countries that do not have the EURO, always insist on paying in the local currency!

Payment via credit card in the local currency is the cheapest way to pay abroad!

Tip: Always pay with your BLUECARD in the local currency! This will incur fees according to our fee table, but this is by far the cheapest way to pay in foreign currency.

This is also much cheaper than paying in cash because the exchange rate of cash at your local bank is always higher than the fees of the BLUECARD!

Foreign currency payment

Also see Overseas transactions.

Paying with your BLUECARD in a foreign currency is not only simple, it is also the cheapest way to pay in a foreign currency!

Note: The conversion from national currency to EURO is always done at the exchange rate valid on the day of booking on the BLUECARD, not the one valid on the day of payment!

Tip: Always pay with your BLUECARD in local currency! This will incur fees according to our fee table, but this is by far the cheapest way to pay in foreign currency.

Cash withdrawal / ATM

Cash withdrawal from an ATM (within your card balance) is easy following a successful extension of your card limits.

Without extending your limits, cash withdrawals from an ATM are not available.

You can also refer to the fee table.

Important Notice: For cash withdrawals there are always additional ATM fees! We at BLUECARD have no influence over this, as the provision of cash at a certain location is the service of a third party!

Further Notice: The conversion from national currency to EURO is always done at the exchange rate valid on the day of booking on the BLUECARD, not the one valid on the day of payment!

Tip: Be cautious of cash withdrawals in countries with foreign currencies! ALWAYS bill in local currency! It can save you hundreds of EURO!

Caution:

The offer "Settlement in EURO" at foreign ATMs usually costs more than 10% of the cash amount in extra charges!

Always bill in local currency at ATMs abroad!

There are fees according to our fee table, but this is by far the cheapest way to get cash abroad!

Card balance query

Querying the card balance is very simple:

You can find your balance in the BLUECARD customer portal or on the BLUECARD balance notification, which we send to you twice a week per e-mail.

Additionally, with every payment you make you will receive a transaction confirmation, which also contains your card balance.

Card usage issues

If the BLUECARD is loaded with funds, there should be no issues.

If a problem arises, please first check the balance of your card.

Loading funds via „giropay“ can be performed very quickly, even when you’re on the go.

You can find more information in the section Load your BLUECARD.

The use of the card is always limited when the payment terminal you are using your card at has no internet connection (offline transactions). This is the case often in taxis, at parking machines, with car sharing providers, at automatic petrol terminals, on ships or on an airplane.

Tip: Regardless of whether this is inconvenient and even if it is not desired by us or Mastercard®, the final decision to accept the card is always made by the merchant. A rejection happens very rarely, but is possible with any type of credit card, not only with the BLUECARD. In this case please contact us and we will investigate further.

Loading your BLUECARD

Load Limits

As soon as the card has been loaded, it is ready for use. You can find all information regarding card activation in the section Activate your BLUECARD.

Most users also choose to increase the card limits at the same time they activate the card so that they can enjoy the full benefits right from the get-go.

There are different load limits that apply to your BLUECARD.

Please note that exceeding the loading limit applicable to you leads to mandatory identification by means of photo identification.

Due to legal requirements, if we receive an incoming amount that exceeds one of the applicable card limits without identification, we are not permitted to load the funds to your card.

Loading methods

To load funds on to the card, there are two different options:

• Per SEPA Transfer

This is the classic bank transfer that you can initiate through your current personal bank account. The balance is usually credited within 3 working days. The limit for a SEPA transfer is only restricted by the card balance limits.

You can find the IBAN for your BLUECARD in the BLUECARD customer portal / load funds / load method bank transfer.

Please note that exceeding the loading limit applicable to you leads to mandatory identification by means of photo identification.

Due to legal requirements, if we receive an incoming amount that exceeds one of the applicable card limits without identification, we are not permitted to load the funds to your card.

• Per giropay, the secure and immediate load method with your bank account, PIN and TAN

This is the online payment process of the German banking industry. Developed by leading German banks, the recognised high security and data protection standards of online banking apply to giropay as well as your banking transactions. This must be completed in your customer portal.

Load with giropay in 3 easy steps:

  1. CHOICE OF BANK

In the first step, you must choose your bank or savings bank with which you would like to pay.

  1. LOGIN

Log in using your online banking details (e.g. account number and PIN).

  1. PAYMENT APPROVAL

With the TAN you approve the giropay transfer.

Upon completion of the process, the load amount is credited within 5 minutes.

The maximum load amount with giropay is 100€.

Tip: Many customers choose to simply set up a direct debit transfer with their banks. Transfer, for example, 100 € to your BLUECARD on the 1st of every month and it will always be loaded!

Limit extension

Would you like to load larger sums? No problem – you can load your BLUECARD up to the maximum 15,000 € in one simple and free step.

Most users also choose to increase the card limits at the same time they activate the card so that they can enjoy the full benefits right from the get-go.

This is how it works: The default maximum card balance is 250 €. If you would like to exceed this limit, you have to increase your card limit before the amount can be credited.1

The practical thing about it: You can complete this online in about 3 minutes. Due to legal regulations you need a valid identity card for this process.

If this is the case, you will be automatically informed by e-mail.

You can find the entire process on the XPAY Homepage. Here, click on "LOGIN" or "LIMIT EXTENSION".

1 More information can be found in the General Terms of Use for Cardholders under points 3 and 4.9.

Loading costs

Each card load costs 1.99 €, regardless of the selected load method. The amount will be deducted from your BLUECARD as a fee.

Load per cash transfer?

It is possible to load your BLUECARD per cash transfer. The Postbank, for example, offers this service, however at a minimum cost of 15 € this is not exactly cheap. For a cash transfer you will need a valid form of identification and your BLUECARD IBAN.

You can find the IBAN for your BLUECARD in the BLUECARD customer portal / load funds / load method bank transfer.

Load through third party

It is possible for somebody else to load your BLUECARD. All the load methods mentioned above are also available to third parties.

Due to legal regulations, the third person must identify themself when loading the card. This is usually done automatically by using this person's current account.

Card to card

Load per card to card transfer is currently not available.

Everything you need to know about loading the card can be found in the section Loading methods.

Tips

Here are our three top tips on how to use the BLUECARD to its full potential following card activation:

  1. When you activate your card, extend your balance limits at the same time to be able to load larger amounts onto your card.

The practical thing about it: You can complete this online in about 3 minutes. Due to legal regulations you need a valid identity card for this process.

If this is the case, you will be automatically informed by e-mail.

You can find the entire process on the XPAY Homepage. Here, click on "LOGIN" or "LIMIT EXTENSION".

Everything you need to know about extending your card limits can be found in the section Limit extension.

  1. giropay is a loading method that can be carried out very quickly, whether at home or on the go.

Upon loading the card via giropay, the amount is credited within 5 minutes.1

  1. A recurring direct debit transfer ensures that your BLUECARD is always loaded and ready for use. For example, set up a direct debit for the first day of each month so that your BLUECARD is loaded with 100 € and you always have funds available!

1 The maximum load amount with giropay is 100€.

Problems

In the rare case that you have a problem loading your card, you should consider the following points:

• If you have selected the SEPA Bank Transfer option, it may take up to 3 working days for the funds to be credited to your card. This is due to the fact that this is a classic brank transfer that you must initiate through your current bank account.

• The amount that can be transferred via SEPA Bank Transfers is restricted by the card limits. If you have not extended your card limit, you can only load a maximum amount of 250 € on to your card.

If you require further assistance, please contact our customer support free of charge at customercare@xpay.de.

Alerts

Notifications

To always keep a close eye on your money, you can activate notifications via your customer portal.

You will find all options for this in your customer portal, in the "User profile" section under "Notifications".

Here you can decide which notifications you wish to receive. This includes:

• Change of card status

• New transactions

• Product information

• Discount campaigns

There are two options available: per e-mail or via SMS1.

1 Subject to charges (0.29 € per SMS sent)

BLUECARD Limits and Limit Extension

Limit Extension

Would you like to load larger sums? No problem – you can load your BLUECARD up to the maximum 15,000 € in one simple and free step.

Most users also choose to increase the card limits at the same time they activate the card so that they can enjoy the full benefits right from the get-go.

This is how it works: The default maximum card balance is 250 €. If you would like to exceed this limit, you have to increase your card limit before the amount can be credited.1

The practical thing about it: You can complete this online in about 3 minutes. Due to legal regulations you need a valid identity card for this process.

If this is the case, you will be automatically informed by e-mail.

You can find the entire process on the XPAY Homepage. Here, click on "LOGIN" or "LIMIT EXTENSION".

1 More information can be found in the General Terms of Use for Cardholders under points 3 and 4.9.

Meaning of identification level / KYC level / limit extension

The KYC, also known as the identification level, stands for "Know Your Customer". This is a legally mandatory process that requires financial service providers like us to verify the identity of our customers (similar to the process used when opening a bank account).

Grounds for the identification process

According to the Money Laundering Act, financial service providers like us are obliged to comply with certain due diligence obligations. These duties of due diligence are intended to help prevent money laundering, terrorist financing and other criminal acts.

Our identification process is an important part of these measures and also ensures your security.

Please note that exceeding the loading limit applicable to you leads to mandatory identification by means of photo identification.

Due to legal requirements, if we receive an incoming amount that exceeds one of the applicable card limits without identification, we are not permitted to load the funds to your card.

Note: To extend the limits of your card, you will need a form of personal identification. Everything you need to know about the card limits you will find under the section Load limits.

The identification process

Our identification process is very simple:

• Using your smartphone, visit the XPAY Homepage and select the topic “LIMIT EXTENSION” and your card programme and you will arrive at the login.

• Once in your customer portal, click on “Upgrade now” in the section “Identification Level”.

• You will be connected with our partner service IDnow, who will guide you through the online process. You will need a form of personal identification.

Note: You will need a form of identification e.g. your ID or Passport to complete the identification process.

In a few short minutes, the limit extension is complete, and you can load your BLUECARD as desired to the maximum limit of 15,000 €.

Using your BLUECARD

Using your BLUECARD in-store

Using your BLUECARD for an in-store payment is very easy.

Provided that the merchant accepts Mastercard®, you can request to make a Mastercard® payment. The merchant will help you with the next steps.

Merchants that offer this service provide the Mastercard® symbol at the checkout. In Germany there are hundreds of thousands of acceptance points and several million worldwide.

In most cases, it is sufficient to hold the card on the outside of the payment terminal (contactless payment). For payment amounts up to 25 € you do not even need to enter a PIN!

Tap. Beep. Done!

We recommend that you keep your receipts.

Note: Please ensure that there are enough funds loaded on to your card. You can check your balance in the BLUECARD customer portal or in the BLUECARD balance notification, that we send twice a week per e-mail.

Additionally, with every payment you make you will receive a transaction confirmation, which also contains your card balance.  

Using your BLUECARD online

Using your BLUECARD for an online transaction is very easy.

Simply select Mastercard® as the payment method when you go to pay.

You must always enter four pieces of information to complete the payment:

• The card number (16-digit card number embossed on the front of the BLUECARD)

• Your name (as embossed on the front of the BLUECARD)

• The expiry date (as embossed on the front of the BLUECARD)

• The 3-digit CVC (Card Verification Code), which is printed on the back of the card

Note: Please ensure that there are enough funds loaded on to your card. You can check your balance in the BLUECARD customer portal or in the BLUECARD balance notification, that we send twice a week per e-mail.

Additionally, with every payment you make you will receive a transaction confirmation, which also contains your card balance.

Using your BLUECARD overseas / on holiday

For “overseas payment” a distinction must be made between payment in EURO or payment in a foreign currency.

There are no fees for payments within the SEPA zone or in EURO currency.

The costs incurred are borne by the merchant.

Important Note: For payments within the SEPA zone or in EURO currency, we from BLUECARD do not draw any fees. This excludes cash withdrawals from ATMs.

Please note that a merchant in a country with foreign currency may ask whether you would like to complete the transaction in EURO. In most cases, the merchant or organization will charge fees for this! We at BLUECARD have no influence on this, as you decide to purchase a service from a third party!

In countries that do not have the EURO, always insist on paying in the local currency!

Payment via credit card in the local currency is the cheapest way to pay abroad!

Tip: Always pay with your BLUECARD in the local currency! This will incur fees according to our fee table, but this is by far the cheapest way to pay in foreign currency.

This is also much cheaper than paying in cash because the exchange rate of cash at your local bank is always higher than the fees of the BLUECARD!

BLUECARD and ATMs

Cash withdrawal from an ATM (within your card balance) is easy following a successful extension of your card limits.

Without extending your limits, cash withdrawals from an ATM are not available.

You can also refer to the fee table.

Important Notice: For cash withdrawals there are always additional ATM fees! We at BLUECARD have no influence over this, as the provision of cash at a certain location is the service of a third party!

Further Notice: The conversion from national currency to EURO is always done at the exchange rate valid on the day of booking on the BLUECARD, not the one valid on the day of payment!

Tip: Be cautious of cash withdrawals in countries with foreign currencies! ALWAYS bill in local currency! It can save you hundreds of EURO!

Caution:

The offer "Settlement in EURO" at foreign ATMs usually costs more than 10% of the cash amount in extra charges!

Always bill in local currency at ATMs abroad!

There are fees according to our fee table, but this is by far the cheapest way to get cash abroad!

Tips for the use of your BLUECARD

Best Practice

With our best practice tips, you can use the full potential of your BLUECARD:

• To protect the security of your money, always keep your card information private and do not share it with anyone else.

Important note: For online transactions, the merchant should only ask for the cardholder’s name, card number, card expiry and CVC. Under no circumstances should the merchant ask you for your PIN.

Make sure that your card does not fall into someone else’s hands and that you hide the PIN when paying.

Never write down the PIN on to your card. The best thing you can do is to memorise it.

Everything you need to know regarding card security you will find under the section The safety of your BLUECARD.

• Always pay with your BLUECARD in the local currency! This will incur fees according to our fee table, but this is by far the cheapest way to pay in foreign currency.

Important Note: For payments within the SEPA-Zone or in EURO currency, we from BLUECARD do not draw any fees. This excludes cash withdrawals from ATMs.

In countries that do not have the EURO, always insist on a Payment in local currency!

Payment via credit card in the local currency is by far the cheapest way to pay abroad!

Tip: This is also much cheaper than paying in cash because the exchange rate of cash at your local bank is always higher than the fees of the BLUECARD!

For more information regarding the topic foreign currencies see section Using your BLUECARD overseas / on holiday.

• A recurring direct debit transfer ensures that your BLUECARD is always loaded and ready for use. For example, set up a direct debit for the first day of each month so that your BLUECARD is loaded with 100 € and you always have funds available!

Everything you need to know about loading funds to your BLUECARD you will find under the section Loading your BLUECARD.

• Pay with your BLUECARD even faster in stores with the contactless payment function.

The BLUECARD is equipped with a contactless payment function.

Tap. Beep. Done!

It works everywhere where the contactless logo is visible. Up to 25 € even without PIN entry.

Soon all POS terminals in Europe will be converted.

The contactless function is automatically activated with the first card use.

The safety of your BLUECARD

Blocking and unblocking your card

You can block your card online or over the phone.

Please note: as soon as you have blocked your card it can no longer be used.

To unblock your card or to order your replacement card, please contact customer support at customercare@xpay.de

To block your card over the phone, please use our 24h Card Blocking Hotline at 0800-0007936 (free of charge from the German fixed network). From abroad you can reach us at +49 89 998 29 86 10 (additional fees may apply).

Tip: Alternatively, you can block your card at any time online via www.xpay.de. Click on “LOGIN”, select your card programme, log in to your customer portal and click on “Block Card”.

Transactions not carried out by you

If a transaction appears on your card that was not authorised by you, please report this immediately to our customer support at customercare@xpay.de.

Your card will be blocked immediately. We will provide you with the necessary documents and explain the next steps.

Please note that if it should turn out in the course of the procedure that the reported transactions were authorised by you after all, you will incur further costs. Please be careful with this option.

You will find the costs incurred in the table of charges at https://www.myprepaidcard.shop/en/fees under "Chargeback".

You can also refer to the fee table.

Unlawful withdrawal of money

When it comes to the BLUECARD, safety and comfort are the top priorities. Therefore, we will refund the corresponding amount1 deducted from your BLUECARD in the case of unauthorised withdrawals or transactions. Simply contact our customer support at customercare@xpay.de.

Please refer to the section Transactions not carried out by you.

1 Liability maximum £35, excluding gross negligence

PIN

In order to use the card in retail stores, you require 4-digit PIN.

Make sure that your card does not fall into someone else’s hands and that you hide the PIN when paying.

Never write down the PIN on to your card. The best thing you can do is to memorise it.

Have you forgotten your PIN? No problem.

You can easily request a new PIN in the BLUECARD customer portal.

You can request your PIN through the XPAY Homepage.

Click on “LOGIN” and then on “your next steps” or “user profile”. Your PIN will be sent to you via SMS.

You can also refer to the fee table.

Card Verification Code (CVC)

You must enter your three-digit CVC code when making a payment online. This is to ensure that the card is in your hands when the payment is made.

You will find the CVC on the back of your BLUECARD.

Make sure that your card does not fall into someone else’s hands and keep your CVC code to yourself.

Privacy

To help keep your money secure, always keep your card information private and do not give this information to third parties.

Important note: For online transactions, the merchant should only ask for the cardholder’s name, card number, card expiry and CVC. Under no circumstances should the merchant ask you for your PIN.

Make sure that your card does not fall into someone else’s hands and that you hide the PIN when paying.

Never write down the PIN on to your card. The best thing you can do is to memorise it.

If a transaction appears on your card that was not authorised by you, please report this immediately to our customer support at customercare@xpay.de.

Further information regarding card blocking and unauthorised transactions can be found under the sections Blocking and unblocking your card and Transactions not carried out by you.

3D Secure

3D Secure is a security standard for online credit and prepaid card payments, which reduces the risk of card misuse by third parties. It is currently the most secure procedure for online payments with prepaid and credit cards.

How it works: For all online shops using 3D Secure, you will be asked to enter a so-called "single-use PIN", which you will receive by SMS to your mobile phone number. After entering this personal security code, the payment will be processed. You identify yourself as the legitimate cardholder and can pay securely on the internet. The merchant does not learn your personal security details - they only receive information regarding whether the payment can be executed. 3D Secure is free and easy to use.

Not all online merchants require payment approval with 3D Secure yet.

If they do, you may be asked for your registered authentication method (single-use PIN) during the payment process.

For smaller amounts up to 30 €, the merchant may in some cases skip the payment approval process with 3D Secure.

Note: Some merchants only carry out the 3D Secure procedure on a random basis e.g. for every 10th transaction.

3D Secure PIN not received

If you did not receive an SMS containing your single-use 3D Secure PIN, please check the following:

  1. Is your mobile number current? You can check your number through the XPAY Homepage. Simply click on “LOGIN” and then on “user profile” in your customer portal.

Please note that, due to technical reasons, it might take up to 3 hours after you have updated your phone number in order to use it to perform a 3D Secure transaction.

  1. Is your mobile currently able to receive a SMS? Please check your mobile connection and flight-mode status.

If the mobile number is correct and you still have not received a 3D Secure PIN, please contact our 3D Secure customer hotline at 0800 00098 27.

Important Note: If you have entered the single-use PIN incorrectly 5 times in a row, your account will be temporarily blocked. In this case, please call the 3D Secure card hotline at 0800 00098 27 and we will reactivate your account free of charge after a short data check.

Card loss

Steps

Lost your card? There is no need to panic.

Here are three steps to help you in this situation:

  1. Blocking your card

The first thing you should do when you realise that you have lost your card is to block it. This way, you protect the card from being misused, in case it should fall into the wrong hands.

You can block your card immediately online via www.xpay.de. Click on “LOGIN”, select your card programme, log in to your customer portal and click on “Block Card”. This method of card blocking can be reversed by contacting our customer support.

Alternatively, to block your card over the phone, please use our 24h Card Blocking Hotline at 0800-0007936 (free of charge from the German fixed network). From abroad you can reach us at +49 89 998 29 86 10 (additional fees may apply).

Please note: as soon as you have blocked your card it can no longer be used.

  1. Unblocking your card

Have you just found your card? Great! Had you blocked your card in the meantime? There is no need to panic. To unblock your card, simply contact customer support at customercare@xpay.de.

  1. Requesting a replacement card

You can request a replacement card through customer support. Simply send a short e-mail to customercare@xpay.de.

After receipt of the replacement card

Once you have received your replacement card, you can activate it in your BLUECARD customer portal. The remaining credit on your old card will be automatically transferred to the new card after activation.

The costs for the replacement card can be found in the fee table.

Blocking your card

You can block your card online or over the phone.

Please note: as soon as you have blocked your card it can no longer be used.

To unblock your card or to order your replacement card, please contact customer support at customercare@xpay.de

To block your card over the phone, please use our 24h Card Blocking Hotline at 0800-0007936 (free of charge from the German fixed network). From abroad you can reach us at +49 89 998 29 86 10 (additional fees may apply).

Tip: Alternatively, you can block your card at any time online via www.xpay.de. Click on “LOGIN”, select your card programme, log in to your customer portal and click on “Block Card”.

Issues

Card is not working

If the BLUECARD is loaded with funds, there should be no issues.

If a problem arises, please first check the balance of your card.

Loading funds via „giropay“ can be performed very quickly, even when you’re on the go.

You can find more information in the section Load your BLUECARD.

The use of the card is always limited when the payment terminal you are using your card at has no internet connection (offline transactions). This is the case often in taxis, at parking machines, with car sharing providers, at automatic petrol terminals, on ships or on an airplane.

Tip: Regardless of whether this is inconvenient and even if it is not desired by us or Mastercard®, the final decision to accept the card is always made by the merchant. A rejection happens very rarely, but is possible with any type of credit card, not only with the BLUECARD. In this case please contact us and we will investigate further.

Login is not working

Problems with the login can arise due to the following common issues:

• You have entered your e-mail address incorrectly. Please check your e-mail address for typos.

• You have forgotten your password. Simply click “Password forgotten” to change your password. You will receive an e-mail with the corresponding instructions.

If neither of these steps resolve the issue, please contact our customer support for free at customercare@xpay.de.

Customer Support

Availability

Our competent customer support team is available around the clock.

It is important to differentiate between general and personal enquiries.

Note: To block your card over the phone, please use our 24h Card Blocking Hotline at 0800-0007936 (free of charge from the German fixed network). From abroad you can reach us at +49 89 998 29 86 10 (additional fees may apply).

Alternatively, you can block your card at any time online via www.xpay.de. Click on “LOGIN”, select your card programme, log in to your customer portal and click on “Block Card”.

Everything you need to know regarding the correct point of contact you will find under the section The right place.

The right place

The correct point of contact depends on the nature of your enquiry.

It is important to differentiate between general and personal enquiries.

General enquiries

You can contact the general XPAY customer service via the XPAY homepage when – who would have thought?! – the subject matter is of a general nature. Simply select the menu item “Support”.

Your general contact point for all matters is always www.xpay.de.

In order to process your enquiry as quickly as possible, we ask that you fill out all of the fields provided in our contact form.

Note: The general XPAY customer service cannot answer any questions regarding personal subject matters, as the team does not have access to any customer data. However, when it comes to general information, the team really knows their stuff!

Personal enquiries

Here you can also contact the BLUECARD customer service when you have questions regarding personal data.

Note: The BLUECARD customer service can only answer restricted questions to general topics or questions that relate to other XPAY card programmes. Therefore, the competent customer service team is there to help you with all personal queries. For enquiries regarding your card or account, simply contact our customer support at customercare@xpay.de.

Preparation

In order to process your enquiry as quickly as possible, we ask that you fill out all of the fields provided in our contact form.

• Enter your first and last names

• Then enter the e-mail address you used to order the card

• Next select the relevant card programme

• Enter your message to us

• Check the given boxes for T&C’s and the privacy policy

• One click on send and you’re done!

With this information, we can begin to process your enquiry straight away. A member of our customer support team will be in contact with you as soon as possible.

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