My payment card suddenly stopped working: what should I do?
Identify the cause of the malfunction
Contact with liquid or a strong magnet can render your card unusable. These elements can damage the chip or magnetic stripe, blocking all transactions. You must request a replacement card from our services. Your funds will automatically transfer to the new card, without additional fees.
To prevent such issues, keep your card away from liquids and magnetic fields. Proper care ensures a longer card lifespan.
The chip or magnetic stripe is destroyed
A damaged chip or erased magnetic stripe prevents payments and withdrawals. In this case, the only solution is to request a new card. The available funds on your current card will be instantly transferred to the replacement card. This process is free of charge for users.
Use a protective cover to avoid this type of damage in the future.
Insufficient available balance
An insufficient balance automatically blocks your transactions. Log into your user account to check the available amount on your card. Reload your card quickly if necessary using the provided options: bank transfer, deposit, or direct payment. This step restores your card's functionality immediately.
Regularly monitor your balance to avoid unexpected interruptions during payments.
The card is blocked due to suspected fraud
A card may be blocked by our security services if suspicious activity is detected. If you requested the block voluntarily, the card will remain inactive until your approval. Contact our team to verify the situation and safely unblock the card.
Promptly report any fraudulent activity or loss of your card to prevent misuse.
The card has expired
Each card has an expiration date printed on it. Once this date passes, the card stops functioning and requires a replacement. Check this date regularly to avoid unexpected disruptions to your payments. A new card will be automatically sent, and your funds will transfer without fees.
Planning your card renewal ensures smooth and uninterrupted transactions.
What to do after identifying the problem?
Contact customer service
Our customer service is available to resolve any issues related to your card. You can reach us through several channels:
- Email for detailed and documented responses
- Online messaging via your user account
- Phone using the number printed on the back of your card
Our advisors will guide you through all the necessary steps.
Request a replacement card
If your card is damaged, expired, or unusable, request a new card from our services. The funds available will automatically transfer to the replacement card. This process is quick and free of charge for users.
The new card will be sent directly to your home after your request is validated.
Check your balance and transactions
Log into your online account regularly to monitor your balance and activity. Proactive management helps minimize service interruptions. Reload your card as soon as the balance runs low.
Keep a record of your transactions to quickly identify any potential anomalies.
Secure your card
Protect your card from physical damage and fraud risks by using a suitable cover. Enable real-time notifications to monitor every transaction. This vigilance enhances the security of your payments.
If you suspect any issues, immediately block your card via your user account or by contacting customer service.
Similar articles
Can I use my prepaid card online?
Bank Holidays vs. Interbank Closures: What's the Difference?
Contact Us
Service & Support by
real humans, not bots
The information provided on this blog is presented for informational purposes only and has no contractual or legal value. Although we strive to ensure the accuracy, completeness and updating of the published content, it may contain errors, omissions or inaccuracies. Carte Veritas and the authors of the articles cannot be held responsible for decisions or actions taken based on the information contained in this blog. Any use of this information is made at your own risk and under your sole responsibility. We encourage you to consult a qualified professional or an expert for any important question or decision relating to the subjects discussed. In addition, the information presented on this site may be modified or updated without notice. By visiting this blog, you agree that Carte Veritas and its partners are released from any liability concerning losses, direct or indirect damages, or consequences arising from the use of the contents of this site, whether they are linked to errors, omissions or the interpretation of the information published.
English
Français
Español
Português
Deutsch
Nederlands
Română
Polski
Italiano
Suomi
Dansk
čeština
Ελληνικά
Svenska
Nynorsk
українська
Pусский
Latviešu
Magyar
Lietuvių