FAQ

What is a Starter plan?

The Starter plan costs 0.00 EUR/month and gives you access to most of the iCard features and services with a transactional limit of up to 250.00 EUR. It enables you to explore the product and get a sense of all its benefits.

With the Starter plan you can test the following services:

  • free and instant money transfers between iCard users
  • order your free iCard Visa debit card for POS, online payments and ATM cash withdrawals wherever you are; The max cash withdrawal for this plan is up to 100.00 EUR per transaction
  • store an unlimited number of digital versions of your loyalty and discount cards
  • contactless payments with your phone (on NFC-enabled Android phones)
  • funding via linked debit or credit card

Your Starter plan comes with no monthly fees and no minimum balance requirements.

You also have the option for a free upgrade to the iCard Standard plan in order to get full access to all our services and to get your transactional limit lifted to 50,000.00 EUR per month.

All you need to do is to verify your identity in a 3-to-5-minute video chat. Learn more about identity verification here.

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What is a Standard plan?

The Standard plan comes with 0.00 EUR monthly fees and no minimum balance requirements. It gives you IBAN accounts, 2 virtual cards and bank transfer facilities, in addition to all iCard features and services + much higher transactional limits of up to 50,000.00 EUR per month.

With the Standard plan you can:

  • send and request free and instant money transfers between iCard users
  • get 2 free virtual Mastercard and Visa cards for safe online shopping and use up to 20 total
  • order up to 5 iCard Visa debit cards for POS & online payments and ATM cash withdrawals wherever you are
  • create up to 3 IBAN accounts for each of the 7 different currencies we support: EUR, GBP, USD, CHF, BGN, RON, HRK
  • send eGiftCards - the unique present for your loved ones, family and friends
  • make quick, easy and convenient contactless payments with your phone (available for NFC-enabled Android phones)
  • fund your wallet via linked debit or credit card
  • fund your wallet via bank transfer
  • send and receive SEPA and SWIFT bank transfers

All you need to do to upgrade from a Starter to a Standard plan is to verify your identity in a 3-5 minutes video with one of our friendly operators. Learn more about identity verification here.

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Is it free to upgrade to a Standard plan?

YES.

All you need to do to upgrade from a Starter to a Standard plan is to verify your identity in a 5-minute video with one of our friendly operators.

Learn more about identity verification here.

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How to start the video identification chat?

  • Make sure your phone is well charged
  • Login to your iCard digital wallet.
  • Go to the "Main Menu" situated in the top left corner of your wallet’s home screen
  • Select: ”Raise your payment limits”
  • Follow the instructions.

You can find some more important information here.

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Why do I need to verify my identity?

As a financial institution, we need to know who you are. We are legally required to verify your identity before we grant you access to the full range of financial features and services provided by iCard. Our app and processes are designed to comply with the latest banking regulations and laws.

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How do I verify my identity?

You can verify your identity in a 3-to-5-minute video chat with one of our friendly operators. They will guide you through the steps during the video chat. Before you start the chat, make sure you are in a quiet place with a good light and have a valid ID document with you. We will ask you to show the document during the video chat and answer some questions. Before the verification begins, we’ll check whether your internet connection is strong enough. We suggest using Wi-Fi to prevent your call being dropped.

IMPORTANT:
Identity verification is a process that can take up to 24 hours after the video chat. Please note that if you present a document with no address on it during the video talk (e.g. passport), you will be asked to send additional documents after that. To prove you are a resident where you say you are, we can accept a bank statement or a utility bill, each of which is not older than 3 months.

Read this article for a complete and comprehensive information on the process.

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Why should I upload additional documents?

Normally identity verification is completed within 24 hours after the video chat and you will receive a confirmation email. In some cases, we may require additional information from you, as a follow up to the video chat.

  1. We may ask you for “proof of address” documents:
  2. If the ID you used during the video chat does not have an address on it. A proof of address document could be a bank statement or a utility bill (all utility bills issued in the last 3 months are accepted except mobile phone bills).

  3. We may ask you for а “residence permit”:
  4. If your country of origin is outside of the European Economic Area.

    Example:
    You are currently living in Italy but you were born in Brazil and you hold a Brazilian ID document. During the video chat with our agent, you showed your Brazilian passport. You need to be an EEA resident to be able to use our iCard digital wallet. Therefore we will ask you to send us a valid residence permit for an EEA country. In case that there is no address displayed on your residence permit, we will ask you to additionally send us a “proof of address” document.

  5. We may ask you for “аn alternative ID” in some of the following cases:
    • the ID you showed us is worn off and the information on it is not readable
    • our agents noticed any discrepancies
    • your ID will expire in less than 3 months
    • your ID is not a biometric document

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In what countries can I register for the iCard digital wallet?

You need to be a permanent resident of an EEA country in order to register and open accounts with iCard.

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Can I use the iCard digital wallet outside of the EEA?

You can use “Tap & Pay”, the iCard Visa, the virtual cards and the eGiftCards for shopping and making payments outside of the European Economic Area and all over the world.

In addition, you can send and receive bank transfers to/from any country outside the EEA.

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Can I have multiple accounts in different currencies?

YES. You can open up to 3 accounts in each of the 7 currencies in iCard. The available currencies at the moment are: EUR, USD, GBP, CHF, HRK, BGN and RON. We will add more currencies very soon, so stay tuned!

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Where can I find my IBAN and BIC numbers?

To find your IBAN and BIC numbers, simply login to your iCard wallet and open the "Main Menu"; then select “Accounts”. Tap on the 3 dots, next to the account which IBAN you want to see, and select “Settings & Details”.

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How can I receive a statement?

If you want to receive a statement for any of your iCard accounts, simply send a request to support@icard.com.

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I forgot my passcode. What should I do?

You can easily restore your iCard passcode. Just click on the “Forgotten passcode” link situated on the app login screen and follow the instructions.

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Can I change my account phone number that I used at registration?

In case you want to change your phone number, please email us at support@iCard.com - in your request, please include a copy of your latest phone bill with the new number, your name and address on it.

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How to fund my wallet with a debit or credit card?

To fund iCard from a debit or credit card you should always first store it in your digital wallet and verify it. You can store up to 5 debit/credit cards with the Standard plan and just one with the Starter plan. To store a new card:

  1. Login to your iCard digital wallet
  2. Go to "Main Menu"
  3. Click "Stored cards"
  4. Add a new one by the red "PLUS" button
  5. Fill in the data and follow the instructions

Once your card is stored, you need to verify it.

    MORE:
  • You may store more than 5 cards after approval from our risk department.
  • You can fund your wallet with a card without storing it, but you can do this one time only, up to a low limit and you have to use the card’s CVV/CVC code.

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How to verify a stored card?

Once you store your card, we will apply a small, fully refundable charge of 1.00 EUR. The transaction will appear on your bank statement or online banking. In the transaction details, you will find a 4-digit security code.

Once you retrieve the security code:

  1. Login to your iCard digital wallet
  2. Go to "Main Menu"
  3. Click "Stored cards"
  4. Tap on the card you want to verify
  5. Select “Verify” and enter the 4-digit security code

*After you finish this process and your card is verified we will refund the charged amount to your iCard balance.

Depositing funds from your stored cards is not automatic and only you can initiate this type of operation.

Once a debit/credit card is associated with your iCard registered profile, it can’t be stored to another iCard registered profile.

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How to fund my wallet via manual bank transfer?

You can order a bank transfer from any bank worldwide to your iCard digital wallet IBAN. Just make sure you are upgraded to the Standard plan. Mind, that if you have multiple accounts, each of them has its unique IBAN. Here is how to locate your IBAN:

  1. Login to your iCard digital wallet
  2. Go to Main menu
  3. Tap on “Accounts”
  4. Find the account you wish to fund and its IBAN number.

Once you have copied or shared the iCard account details, go to any bank and send a transfer from the bank to the iCard IBAN.

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Как да заредя портфейла си с пари в брой?

Можеш лесно и удобно да зареждаш дигиталния си портфейл iCard с пари в брой на всеки iCard банкомат в страната, както и на определени обекти на партньорите ни OMV и FastPay. Виж къде се намират нашите банкомати и партньорски обекти тук.

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How to fund my wallet via internal money transfer from another iCard user?

You can easily request money from family and friends directly from the iCard digital wallet. Transfers are free for both sides! When someone sends you money, it will hit your balance right away, and both accounts - yours and the sender’s will be updated instantly.

  1. Go to tab "ACTIVITY"
  2. Tap the "PLUS" button
    Click on “Add money” and locate the "REQUEST" tab
  3. Type the email or phone number of the person you want to request money from or choose from your phone book
  4. Type the amount and fill in the payment reason
  5. Click the “Request now” button

Another option to request money is directly through the iCard Messenger:

  1. Go to "ACTIVITY" tab and tap the "PLUS" button
  2. Select “Start a chat”
  3. Choose the receiver from your phone book and follow the instructions. If the receiver is not from your phone book, simply enter manually his/her phone number or email.

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How to fund my wallet via Trustly?

Now Europeans can make instant transfers and payments directly from a bank account through Trustly.

iCard’s Digital Wallet can be funded easily through the mobile interface, just follow the simple steps:

  1. Login to your iCard wallet
  2. Go to “ACTIVITY” tab, tap on the “PLUS” button and select “Add money”.
  3. Select Тrustly from the options
  4. Enter the amount and select which iCard account you wish to fund.
  5. Select your bank from the list and login with your bank account password

Note: Funding with Trustly is available with Standard plan only.

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How can I send a bank transfer?

With the iCard Standard plan you can make domestic and cross-border SEPA and SWIFT bank transfers directly from your wallet. Simply go to the "Main Menu", select “Transfer to a bank” and follow the instructions.

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How long does it take for a bank transfer to be executed?

Processing time for outgoing bank transfers depends on the type of transfers:

  • Standard SEPA transfers usually take between 1-2 business days
  • SWIFT transfers may take between 3-4 business days
  • Domestic transfers are usually executed on the same day

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What is a free P2P internal money transfer?

A P2P money transfer refers to “people-to-people” or “peer-to-peer” transfers. It is the iCard internal service that allows you to send and receive instant, free money transfers to people using the iCard digital wallet.

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How to send a free P2P internal money transfer?

Sending money to anyone with iCard digital wallet is quite easy, all needed is the receiver’s phone number or email. There are 3 ways to send an instant and free internal money transfer.

In the "Activity tab"

  1. Tap the "PLUS" button
  2. Tap on “Send Money”
  3. Choose the receiver from your phone book. If the receiver is not from your phone book, simply enter manually his/her phone number or email.
  4. Fill in the amount, choose currency and select the account the money will be sent from and
  5. Tap on “Send”

Directly through iCard Messenger.

  1. Login to your wallet, go to "ACTIVITY" tab and tap the "PLUS" button
  2. Select “Start a chat”
  3. Choose a friend from your phone book or simply enter manually his/her phone number or email
  4. When the chat window opens, select the “currency icon” and follow the instructions

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Can I send a free P2P internal money transfer to people not on iCard digital wallet?

YES, but this is available on Android and coming soon for iPhones.

When you try sending money to someone not on iCard yet, iCard will allow you to send invitation to that person first. The receiver shall download the application and register in order to get money transfers from you.

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What is iCard Visa?

iCard Visa is a contactless debit card that can be used for online and POS payments on any contactless POS terminal accepting Visa cards. The iCard Visa also gives you easy access to ATM cash withdrawals wherever you are. Each iCard Visa can be linked to a different currency account inside your digital wallet, thus using its balance when making a payment.

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Is the iCard Visa free? Can I have more than one?

You can order up to five iCard Visa cards. Your first iCard Visa is a gift from the iCard’s Team and is free of charge. For each additional card you’d be asked to pay a small one time fee.

    There are two delivery options available:
  1. postal services (free of cost)
  2. express delivery with courier.

Interesting insight: The first card connected to each different currency is also free of charge.

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How to order my iCard Visa?

You can order your iCard Visa during the initial registration process at iCard or directly from your iCard digital wallet afterwards:

  1. Login to your wallet;
  2. Tap on the "PLUS" button;
  3. Select “iCard Visa” and follow the instructions;

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Are there any service fees associated with the iCard Visa?

There are no monthly or annual service or maintenance fees. No transactional fees for payments on POS and online payments either. You may be charged a fee for cash withdrawals and ATM transactions depending on the ATM service that you use. There is also a small flat fee applied for OCT transactions*.
To check the applicable fees:

  1. Login to your iCard wallet
  2. Open the "Main Menu"
  3. Select “Fees & Limits” and click on “View full tariff”
  4. From the drop down select “iCard Visa”

* OCT (Original Credit Transaction) is a payment method that allows funds to be transferred from a 3rd party directly to your issued cards – virtual Visa and Mastercard, iCard Visa and eGiftCards.

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How long does it take for my iCard Visa to arrive?

Delivery period depends on the delivery address location and remoteness. Express deliveries by courier usually take between 3 and 5 days. Regular postal deliveries may take longer – between 15 and 30 days depending on your location.

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How to activate my iCard Visa and get my PIN?

For security reasons we deliver your iCard Visa to you inactive. Once you activate it we will send you your new PIN via SMS.

Here is how to activate your iCard Visa once it arrives:

  1. Login to your iCard wallet
  2. Locate your iCard Visa on the home screen
  3. Tap on the “My card arrived” button
  4. Enter the 16-digits number of your card
  5. You will receive an SMS with your PIN number

Your iCard Visa is now active and ready to use!

You can change your default PIN to a custom PIN by using an ATM. Different ATMs may have different navigation (or fees), so just follow the instructions.

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I forgot my PIN, what should I do?

To recover your PIN number, you need to open your debit card from your iCard home screen and tap on “PIN”. You will see a message: “The PIN code will be sent to your mobile number via SMS”. Tap on “Confirm” and you will receive an SMS with your PIN. If you don’t get an SMS within 1 minute, please try again.

You may always change your PIN at an ATM that provides this service, just follow the instructions and be aware of any fees.

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How to change my iCard Visa PIN?

You can change your default PIN to a custom PIN by using an ATM. Different ATMs may have different navigation, so just follow the instructions.

Please bare in mind that some fees may apply depending on the ATM service.

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I haven’t received my card. What should I do?

If you haven’t received your card within 14 days from the order date for express deliveries and 30 days for regular post office deliveries, please contact us at support@icard.com.

You may also check with your nearest post office or if the package was dropped with your neighbor.

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I lost my card or I think it may be stolen. What should I do?

Immediately freeze your card, so no one can use it.

  1. Login to your wallet
  2. Tap on the card you want to block
  3. Tap on the “Freeze” button

This way you will restrict all unauthorised payments with the card.

As soon as your card is frozen, get in touch with us at +442031291213 and we will take care of the rest.

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My iCard Visa is expiring soon. How can I get a new one?

Don’t worry, we will take care of everything. One month prior to the card expiry date, we will send you an email with detailed information about your card replacement. We will ask you to confirm the delivery address, so we can send you a new and free iCard Visa as soon as possible.

All you need to do is to activate your renewed card once you receive it.

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Can I set spending limits on my iCard Visa?

YES. Your iCard Visa helps you stick to a budget by granting you full control over your spending.

  1. Login to your iCard wallet
  2. Tap on the card you want to limit
  3. Tap on “Settings”
  4. Define daily, weekly and monthly limits

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Can I restrict certain types of transactions with my iCard Visa?

Sure you can do this! It’s easy and quick! It’s up to you to decide what kind of transactions can be made with your iCard Visa. Login iCard, tap on your iCard Visa to open it and then tap on “Settings”.

With just few clicks you can allow or disallow online payments, POS purchases as well as cash withdrawals.

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Will I be notified for transactions?

YES! You will receive real time notifications for every transaction made with your iCard Visa through email.

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What is “Tap & Pay”?

“Tap & Pay” is a feature of your digital wallet which allows you to make contactless payments directly with your phone, on POS terminals, accepting Visa and Mastercard. It can also be used to withdraw cash on NFC enabled ATM terminals.

The “Tap & Pay” function is available in iCard digital wallet’s version for Android only.

It can be found right after you login in your wallet. You will see the “Tap & Pay” button on top of the screen inside the “Wallet” tab. You will also have a Tap & Pay card inside the list of all your other cards. You can use the “Tap & Pay” card if you want to change some payment settings such as defining limits and restricting certain types of transactions.

In addition, you can use all your Mastercard eGiftCards to make contactless payments on POS with your phone.

To use “Tap & Pay”, make sure that your mobile device is NFC enabled. If it is not, you will see a red exclamation mark right next to the NFC sign on your “Tap & Pay” card. See here how you can still benefit from contactless payments even if your phone does not support NFC.

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My phone does not support NFC, can I still use “Tap & Pay”?

Unfortunately NO. Your phone needs to support NFC and it needs to be an Android phone.

If your phone does not support NFC, you will see a red exclamation mark right next to the NFC sign on your “Tap & Pay” card.

You can still benefit from contactless payments if your phone does not support NFC, with the iCard NFC Wearables.

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Why I cannot use “Tap & Pay” with my iPhone?

iPhones have their native built-in “Tap & Pay” service and normally do not integrate with 3rd party wallets such as the iCard digital wallet. You can still benefit from contactless payments with iCard for iPhone by using the iCard NFC Wearables or ordering a contactless iCard Visa.

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Can I set spending limits on my “Tap & Pay”?

YES. You keep full control of your spending.

  1. Login to your iCard wallet
  2. Click on the “Tap & Pay” card
  3. Click on “Settings”
  4. Define daily, weekly and monthly limits

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Can I restrict certain types of transactions with “Tap & Pay”?

It’s easy and quick! It’s up to you to decide what kind of transactions can be made. Click on Tap & Pay card to open it and then click on “Settings”

With just few clicks you can allow or disallow POS purchases or cash withdrawals.

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How do I withdraw cash with my phone and “Tap & Pay”?

First you need to make sure that the ATM you are using is NFC enabled. There should be a visible sign anywhere on the ATM, as well as an indicated spot where to put your phone. Simply tap your phone on the contactless reader and the “Tap & Pay” function of your iCard digital wallet will be activated; follow the steps to withdraw cash from your iCard balance.

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How can I use “Tap & Pay” for POS payments?

To use “Tap & Pay”, make sure that your phone is an Android device and that it is NFC enabled. If it is not NFC enabled, you will see a red exclamation mark right next to the NFC sign on your “Tap & Pay” card.

There are 3 ways to make a contactless POS payment with “Tap & Pay”:

1. Double tap to pay
With this option you just tap your phone on top of the payment terminal to automatically activate “Tap & Pay” on your phone. Then you need to login with your passcode or fingerprint and get your phone near the POS reader one more time to pay.

2. Use the “Tap & Pay” button
You will see it on your home screen first thing after you login to the iCard digital wallet. It will open а slider with available NFC payment methods such as all your eGiftCards and the “Tap & Pay” card.

3. Use the “Tap & Pay” shortcut
This option is only available for Android phones version 7.1 or higher. It will open а slider with available NFC payment methods such as all your eGiftCards and the “Tap & Pay” card.

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What is the “Tap & Pay” shortcut?

The “Tap & Pay” shortcut is a cool option for fast access to “Tap & Pay” with your iCard wallet (available for Androids 7.0 and higher). To add a “Tap & Pay” shortcut on your phone screen simply hold the iCard app icon until a menu with few options pops out. Select the “Tap & Pay” option. Done!

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How secure is the “Tap & Pay” payment method?

Mobile payments are considered the safest type of digital payment. On one level, paying with your phone protects you from losing or having your cash stolen. In addition, “Tap & Pay” can be protected with your fingerprint to give you top notch security.

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What is a virtual card?

A virtual card is just like any plastic Visa or Mastercard debit card but without the physical carrier. It is conveniently stored inside your iCard digital wallet. It has a 16-digit card number, a CVC code, expiration date, and your name on it. You can use it everywhere online where Visa and Mastercard are accepted. Each virtual card can be linked to a different currency account inside your digital wallet, thus deducting from its balance when making a payment. When ordering your virtual card, you can select to which currency account you would like your new virtual card to be associated.

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What are virtual cards good for?

iCard virtual cards are the perfect solution for making safe online payments without exposing your credit card details. You can use them for managing online subscriptions, shopping from online retailers and personal budgeting. Read more here about how and why to use iCard virtual cards when you pay online.

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How do I pay with a virtual card?

Tap on the virtual card you wish to use to bring it on focus. Then tap the “Pay” button to access the card’s payment details such as the 16 digits code, the CVC and expiration date. The card details are protected with your login code/fingerprint.

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Are the virtual cards free of charge?

You receive 2 free virtual cards - one Visa and one Mastercard, right after registration in iCard. Bare in mind that to be able to use them you will need to upgrade for free to the iCard Standard plan. For each additional virtual card that you would like to add to your wallet there is a small one time.

To check the fees:

  1. Login to your iCard wallet
  2. Open the "Main Menu"
  3. Select “Fees & Limits” and click on “View full tariff”
  4. From the drop down select “Virtual iCard”

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Are there any service fees with virtual cards?

There are no monthly or annual maintenance fees. No transactional fees for online payments either. There is a small flat fee applied for OCT transactions*.

To check the applicable fees:

  1. Login to your iCard wallet
  2. Open the "Main Menu"
  3. Select “Fees & Limits” and click on “View full tariff”
  4. From the drop down select “Virtual iCard”

* OCT (Original Credit Transaction) is a payment method that allows funds to be transferred from a 3rd party directly to your issued cards – virtual Visa and Mastercard, iCard Visa and eGiftCards.

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How many iCard virtual cards can I have?

You can have up to 20 virtual cards in your iCard digital wallet. If you need more than that feel free to reach out to support@iCard.com and briefly explain how you are planning on using them. We will review your request and give you feedback within 24 hours.

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How to add more iCard virtual cards?

After your registration you have two free of charge iCard virtual cards waiting in your new digital wallet - one Visa and one Mastercard. To start using them, however, you need to pass a short video identification band upgrade for free to the iCard Standard plan.

To add any additional virtual card to your wallet:

  1. Login to your iCard wallet
  2. Tap the "PLUS" button
  3. Select “Virtual iCard” and follow the instructions

All your virtual cards are listed in the “Wallet” tab in the app, together with the rest of your cards.

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My iCard virtual card is expiring soon. How do I renew it?

Don’t worry, we will take care of everything. One month prior to the date of expiry, we will send you an email with a reminder and instructions about your virtual card’s renewal.

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Can I set spending limits on my iCard virtual cards?

YES. You have full spending control of your money.

  1. Login to your iCard wallet
  2. Tap on the virtual card you want to limit
  3. Tap on “Settings”
  4. Define daily, weekly and monthly limits

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Will I be notified for transactions?

YES! You can enable real time notifications for every transaction made with your iCard virtual cards.

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What is the iCard NFC Wearable?

The iCard NFC Wearable is a small NFC enabled device used to make contactless payments on every POS terminal worldwide. It is directly connected to one of the currency account in your iCard wallet, thus using its balance.

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Do I need to have my phone with me to be able to pay with an iCard NFC Wearable?

NO. As the technology itself connects the iCard NFC Wearable to your iCard digital wallet, you do not need the physical presence of the phone while making payments with the iCard NFC Wearable. Have in mind that you can use your NFC wearable for small payments only. Check the pre-defined spending limits of your wearable when you login to your iCard wallet and go to the "Main Menu"; then select “Limits”. Furthermore, you can set your own limits or completely block the wearable when not using it or in case that you lost it.

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I have an iPhone, can I use the iCard NFC Wearables?

YES. The iCard NFC Wearables work with iPhones and even with phones that do not support NFC at all.

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Can I use an iCard NFC Wearable if I don’t have the iCard digital wallet app installed on my phone?

NO. The iCard NFC Wearable needs to be linked to your iCard digital wallet. When you make POS payments with it, the amount will be deducted from the respective account. You can fully control the settings of your iCard NFC Wearable from your iCard digital wallet.

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Are there any additional fees associated with the iCard NFC Wearable?

NO. There are no monthly or annual maintenance fees. No transactional fees either.

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Can I set spending limits on my iCard NFC Wearables?

YES. You have full spending control of your money. Have in mind that you can use your NFC wearable for small payments only. Check the pre-defined spending limits of your wearable when you login to your iCard wallet and go to the "Main Menu"; then select “Limits”.

Furthermore, you can set your own limits:

  1. Login to your iCard wallet
  2. Tap on the iCard NFC Wearable you want to limit (all your wearables will be listed as a card among all of your other cards inside the iCard wallet)
  3. Tap on “Settings”
  4. Define daily, weekly and monthly limits

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How do I pay with an iCard NFC Wearable?

Just like you do with your contactless iCard Visa or with Tap & Pay - tap it over any POS terminal accepting Mastercard (which is most terminals nowadays) and wait for confirmation of the transaction. All purchases above €25 (or the respective amount in the currency of the transaction) are protected with a PIN code.

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Sono previsti costi di servizio per l’Accessorio iCard?

Non ci sono costi di manutenzione mensili o annuali. Neanche le spese di transazione per i pagamenti online.

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How to activate my iCard NFC Wearable?

For security reasons we deliver your iCard NFC Wearable to you inactive. Once you activate it, we will send your PIN.

Here is what to do to activate it once it arrives:

  1. Login and go to “Wallet” tab
  2. Tap the "PLUS" button and choose “NFC Wearable”
  3. Enter the activation code from the sticker on the back side of the wearable
  4. You will receive an SMS with your PIN number

Your iCard NFC Wearable is now active and ready to use! It will appear as a card in tab “Wallet” in the app, together with all your cards.

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Where to find my iCard NFC Wearable PIN code?

Once your iCard NFC Wearable is activated and you received an SMS with your PIN, you can later locate it inside the iCard digital wallet. Simply login and locate your iCard Wearable in the list of cards. Tap on it to bring it on focus and click on the PIN button. It is protected with your login code or fingerprint.

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Can I change my iCard NFC Wearable PIN code?

NO.

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How do I order my iCard NFC Wearable?

COMING SOON. You will be able to order your iCard Wearable directly in your iCard digital wallet.

Check other ways you can get it here.

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How long does it take for my iCard NFC Wearable to arrive?

It can take between 3 to 5 days for express delivery by courier. The delivery period depends on your destination.

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I haven’t received my iCard NFC Wearable. What should I do?

If you haven’t received your iCard NFC Wearable within 10 days from the order date for express deliveries with courier, please contact us at +442031291213.

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I lost my iCard NFC Wearable or I think it may be stolen. What should I do?

Immediately freeze your wearable from the iCard app to make sure it’s locked and no one can use it.

  1. Login to your wallet
  2. Tap on the wearable you want to freeze
  3. Tap on the “Freeze” button

This way you will restrict all unauthorised payments with the wearable.

As soon as your NFC wearable is frozen, get in touch with us at +442031291213 and we will take care of the rest.

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What are digitized Loyalty Cards?

With iCard you can digitize all your loyalty and bonus cards that have and work with barcodes and store them in your phone instead of ending up with a bulking wallet. Have all you cards with you and never miss a discount or loyalty points*. All you need to do is to scan the barcode or the QR code on the physical card with your phone and it will create a digital version of it inside your iCard digital wallet.

*Please bare in mind that, in very rare cases, some merchants may have their own policies not to accept digitized loyalty cards.

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How do I add my plastic/paper loyalty cards in my iCard digital wallet?

Login to your iCard digital wallet and follow the next steps to never miss out on any loyalty points and discounts:

  1. Go to “Wallet” tab
  2. Tap the "PLUS" button and choose “Loyalty Card”
  3. Scroll through the list of available merchants and select the one you want to add
  4. If you don’t see your merchant* in the list, scroll all the way down and tap on “Add”
  5. Scan the loyalty card’s barcode or QR code.
  6. Rename the card if you wish and take a picture of its front and back so that you can easily recognise it later
  7. When finished, click on the “tick” button.

Your loyalty card is now digital and ready to use! It will appear as a card in tab “Wallet” in the app, together with all your other cards.

*We will be happy to add your merchant to our list. Simply click the “Can’t find your card” button at the bottom of the list and follow the instructions. Please bare in mind that, in very rare cases, some merchants may have their own policies not to accept digitized loyalty cards.

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How do I use my digitized Loyalty Cards?

It is very fast and convenient! Login to your iCard digital wallet, locate and open the loyalty card you want to use and then on the “Barcode” button. The barcode of your card will be displayed on the screen and you will need to show it to the *cashier who will scan it just like they do with the physical ones.

*Please bare in mind that, in very rare cases, some merchants may have their own policies not to accept digitized loyalty cards.

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What is the iCard Messenger?

The iCard Messenger is a chat that offers you a fun and colourful way to communicate with your friends, family or colleagues. You can send instant text messages, emojis and you can also send/receive free money transfers and eGiftCards while chatting.

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What can I do with the iCard Messenger?

There are three ways you can interact with your family and friends who are also using the iCard digital wallet:

  1. Send and receive instant text messages
  2. Send and request money directly in the chat
  3. Send and receive eGiftCards instantly, as you are texting

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How to start a chat with the iCard Messenger?

When you login to your iCard wallet and go to the “ACTIVITY” tab. Then simply tap on the "PLUS" button and select “Start chat”. You will see a list of your friends, tap on a name to open a chat window.

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How to send/request money with the iCard Messenger?

  1. Login to your wallet, go to "ACTIVITY" tab and tap the "PLUS" button
  2. Select “Start a chat”
  3. Choose a friend from your phone book or simply enter manually his/her phone number or email
  4. When the chat window opens, select the “currency icon” and follow the instructions

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How to send an e-GiftCard with the iCard Messenger?

  1. Login to your wallet, go to "ACTIVITY" tab and tap the "PLUS" button
  2. Select “Start a chat”
  3. Choose a friend from your phone book or simply enter manually his/her phone number or email
  4. When the chat window opens, select the “gift icon” and follow the instructions

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Where do I see my chat threads?

When you login to your iCard wallet, simply go to tab "ACTIVITY" and you will see all your interactions there, as well as notifications for unread messages.

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How can I check my plan limits?

Each plan comes with certain types of transactional and funding limits. Here is how to check them.

    In iCard app:
  1. Login to your iCard digital wallet
  2. Open the "Main Menu"
  3. Click on “Limits”
    On our website:
  1. Click on “Personal” menu
  2. Select “Plans

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How can I increase my iCard limits?

If you are currently using the iCard Starter plan, you can easily lift your limits by upgrading for free to a Standard plan. All you need to do is to complete a short video identification chat with one of our agents.

If you are currently holding an iCard Standard plan and you want to increase your limits, send an email to support@icard.com and briefly outline why you need higher limits.

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Where can I see all fees associated with the iCard features and services?

Most of the iCard digital wallet services are free. We do have small fees for certain features, for example - bank transfers, eGiftCards etc. To see the full list of fees follow these steps:

  1. Login to your iCard wallet
  2. Open the "Main Menu"
  3. Select “Fees & Limits” and click on “View full tariff”
  4. Use the drop down for more options

You can also check full tariffs and fees here: https://www.icard.com/en/legals/personal-pricing

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Who can send gift cards?

Only fully verified iCard users with “Standard” accounts can purchase gift cards for other people. Sending one is very easy and intuitive within iCard digital wallet. You can select 1 of 4 different currencies for the gift card you are sending - EUR, GBP, BGN, RON.

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Who can receive gift cards?

Anyone in the European Economic Area can receive a virtual or physical gift card.

Gift cards can be activated and added to your iCard digital wallet.

You don’t need to be a verified iCard user to activate and use it.

You don’t need to be an iCard user if you receive a physical gift card and you can simply activate it by SMS before use.

If you receive a plastic gift card, you can also store it in your iCard digital wallet.

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How to spend the money in your gift cards?

You can spend the money in your prepaid gift card online at sellers who accept Visa or Mastercard and contactless on POS terminals in physical retail shops.

Online:
Virtual and plastic gift cards can be used for online payments, just like any debit card.

On POS:
Virtual gift cards can be used to pay at contactless POS terminals via mobile Tap & Pay on Android devices. Plastic card can be tapped on any contactless point of sale.

Note:
The balance in your gift card can’t be transferred to another of your accounts or to another iCard user. You may spend the balance of your gift card in more than one payment.

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Are gift cards secure?

Virtual gift card
Yes! Mastercard and Visa gift cards both use 3D secure for online shopping. You can also freeze and unfreeze a card when not used.

Plastic gift card
Yes! Our visa prepaid gift-cards are as secure as any other debit card.

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My account is blocked, what should I do?

Accounts may get locked for suspicious activities.

If that happens, you will see a notification in your digital wallet. Don’t rush contacting our support team, because our compliance team will get back to you by email in about 30-60 minutes.

We might request some additional documents proving the source of funds or making sure you are who you say you are.

All this can happen because we need to protect all our users and at the same time comply with government regulations.

Resolving the issue might take a day or longer, depending on many factors, but rest assured that if you have nothing to hide, your account will be active again.

To find out more on the topic, you may want to read this blog article.

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Can I change my account email address?

YES. If you want to change your email send us a request from your original email on your iCard account to support@iCard.com.

If you have no access to your old email account, just email us from your new email address and inform us on your account number, phone number or other identifying information. We will let you know if anything is missing in your request.

You may also call us from your phone on account, but this might not be sufficient if we need more information sent.

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How can I change my billing address?

You need to contact us at support@icard.com and send us proof of your new address. This can be any utility bill (except mobile phone bill) or a bank statement - either should not be older than 3 months.

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How can I close my account?

If you wish to close your account, for any reason, you should email us at support@icard.com.

Just follow the instructions in the email communication that we will be sending. For example, if you have some money left in your account, we will need to make sure you get it, before we finalize your request.

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My card was blocked after entering wrong PIN multiple times, what should I do?

If you want immediate assistance, please contact us by phone or chat.

You can email support@icard.com if the case is not urgent.

We will ask you some questions that will help us verify you are the cardholder and it was you who tried to do those transactions with the wrong PIN.

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What is a QR code?

Have you seen those square black-and-white barcodes? These are called QR codes and are usually scanned with your phone camera and an app for that purpose.

Each QR code is unique and carries encoded information - a website URL that loads up, information that controls a particular software function on your phone or your smart devices.

QR codes can also carry payment information and iCard uses the technology to give you free and real-time money transfers.

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Who can send or receive QR code payments?

Anyone with a “Starter” or “Standard” iCard account can pay or get paid by QR codes.

The usual way for free and instant money transfers within iCard is to have the other person’s phone number.

Our QR codes are an alternative way to pay or get paid by other iCard users and are perfect for face-to-face transactions with people you are not likely to meet again.

QR codes are also great for splitting bills with friends.

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How do you pay someone with a QR code?

The person getting paid should present their payment code on a phone screen.

On your iCard home screen, select “Scan & Pay”. This will open your QR code reader. You need to scan the other person’s QR code - your phone scans the code from the other phone’s display.

If the payee did not specify an amount, you will enter how much you want to send and simply confirm.

Check this video for the full instructions:
https://icard.com/en/help/video#how-to-pay-with-qr-codes

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How do you get paid with a QR code?

Open your iCard digital wallet and select “My QR Code”. You may go ahead and present the code for scanning by the other iCard user, or tap on “Set amount” to specify how much you want to receive.

The other person will scan your code and confirm the payment, before the money appears instantly in your wallet.

Check this video guide:
https://icard.com/en/help/video#how-to-pay-with-qr-codes

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What is a gift card?

It is a prepaid debit card and a convenient present. It’s very easy to send gift cards directly from iCard digital wallet. You can load a random amount before sending the card as a present. The receiver can spend the money online and at retailers who accept Visa or Mastercard.

Gift cards are the perfect gifts because the receiver can choose exactly what to buy, instead of you risking to gift a garment with the wrong size, shape or color or another useless thing.

We give you 2 types of gift cards:

Virtual eGiftCard
An eGiftCard is the perfect virtual present for last minute gifts, picky friends or simply when you run out of ideas! Virtual gift cards are instantly sent via SMS. If you are an iCard user, your gift will popup the next time you login to iCard.

You can fully customize its design to add a more personal touch to it. There is also an option to include a short message. The recipient can use it everywhere where Mastercard is accepted, both online and on *contactless POS terminals.

*Android, phones only, supporting NFC.

Find some creative ideas on how to make the best use of eGiftCards here.

Plastic GiftCard (physical)
Custom or pre-defined designs, shipped by post or courier and available for use online and via mobile “Tap & Pay” on Android.

You can order and send a physical gift card straight from iCard digital wallet. You simply design it and choose a shipping method before confirming your gift card purchase.

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How to send a gift card?

    Virtual gift card
  • In iCard, open the Main menu and select “GiftCard”.
  • Tap on the “PLUS” button in tab “Sent”.
  • Select “Virtual” and tap “Send eGiftCard”.
  • Next, select any of the pre-defined designs or use a picture from your phone as a custom design.
  • Enter the amount and the optional greeting.
  • Select your account that should be charged for sending the virtual gift card.
  • Tap on “Next” to select a receiver from your phone contacts.
  • Confirm by tapping “Send”
    Plastic gift card
  • In iCard, open the Main menu and select “GiftCard”.
  • Tap on the “PLUS” button in tab “Sent”.
  • Select “Plastic” and tap “Order Plastic GiftCard”.
  • Select any of the pre-defined designs or use a picture from your phone as a custom design.
  • Enter the amount and the optional “Cardholder name”.
  • Tap on “Next” and either enter an optional greeting or skip it.
  • Enter the receiver’s names, phone number and delivery address, then select “Standard” or “Express” delivery method. Tap on “Next”.
  • Accept the terms, conditions, fees and limits by selecting the checkbox.
  • Confirm by tapping “Send”

You can send gift cards instantly from the iCard Messenger as you chat with someone. Simply tap the “Gift” icon and follow the instructions.

You need to be a fully verified iCard user in order to send gift cards.

Find some creative ideas on how to make the best use of gift cards here.

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How much money can I load when sending a gift card?

Virtual gift cards
You can load and send anywhere between 10.00 EUR to 5,000.00 EUR. You can send maximum 5 eGiftCards per day and 20 per month.

Plastic gift cards
You can load and send any amount as a prepaid present - from 10.00 EUR to 800.00 EUR.

Keep in mind that you need to be a on a Standard plan to send virtual or plastic gift cards.

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How much does it cost to send a gift card?

Virtual gift cards cost 1.00 EUR to purchase and are free to send.

Plastic gift cards cost 5.00 EUR to purchase. You can select free shipping by post or opt for express courier delivery that will be calculated during checkout in iCard.

There is a flat fee, deducted from your wallet balance, for each gift card you send.

There is no additional fee for the recipient.

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How many gift cards can I send?

Virtual gift cards
You can’t send eGiftCards if you are on a Starter plan. The Standard plan gives you an option to send up to 20 eGiftCards per month. If you need more than that, please contact us at support@iCard.com

Plastic gift cards
You need to be a verified user on “Standard” plan before you can send any number of plastic gift cards.

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Are there any service fees for gift cards?

There are no transactional fees for paying with gift cards. There are no monthly maintenance fees for the first six months upon purchase of the gift card. Starting on the 6th month of its purchase, the gift card will be incurring a fee of 3.00 EUR/month if balance remains unspent.

There is a small flat fee applied to OCT* transactions.

* OCT (Original Credit Transaction) is a payment method that allows funds to be transferred from a 3rd party directly to your issued cards – virtual Visa and Mastercard, iCard Visa and eGiftCards.

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How do I pay with a virtual eGiftCard?

You can use our prepaid virtual gift cards to make both online and contactless* POS payments.

For online payments:
Tap on the eGiftCard you wish to use to open it. Then tap the “Pay” button to access the card’s payment details such as the 16 digits code, the CVC and expiration date. The card details are protected with your login code/fingerprint.

For contactless POS payments:
eGiftCards can be used at *contactless POS terminals around the world where Mastercard is accepted – which is pretty much everywhere! It is as simple as paying with the “Tap & Pay” option of the iCard digital wallet.

*Android phones supported only. Make sure your phone is NFC enabled.

There are 4 ways to initiate a contactless POS payment with an eGiftCard:

1. Use the main “Tap & Pay” button in your iCard wallet
All eGiftCards you have in your iCard wallet will be available in a slider when you click “Tap & Pay”. You’d be able to set any eGiftCard you wish as a default NFC payment method from the card settings. When you do that it will appear embossed on the “Wallet” tab and will always be the first option to appear in the slider.

2. Use the “Pay” button on the eGiftCard
Simply tap on the eGiftCard you want to use and then tap the “Pay” button on it. Enter your 6-digits passcode or use your fingerprint to unlock the card and then tap on the “Tap & Pay” button.

3. Use the “Tap & Pay” shortcut
This option is only available for Android phones version 7.1 or higher. It will open the slider with available NFC payment methods such as all your eGiftCards and your main “Tap & Pay” option.

4. Double tap to pay
With this option you first tap your phone on the payment terminal to automatically activate the “Tap & Pay” function of your digital wallet. You then choose the eGiftCard you want from the slider.

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How do I pay with a plastic gift card?

You can use your plastic gift card both for online payments and payments on POS.

Once activated, you will receive your new PIN by SMS.

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I received a gift card, what should I do?

Congrats! You can start using your gift card right away, after activating (plastic) or accepting it (virtual)!

A virtual gift card will appear as a card in tab “Wallet” in the app, together with all your other cards. It will also be available as a payment option when you click on the “Tap & Pay” button on your home screen on Android.

You can use your eGiftCard everywhere where Mastercard is accepted, both online and on contactless POS terminals*.

A plastic gift cards, if activated via the iCard digital wallet, will appear as card in your wallet tab. It cannot be used for mobile payments, but you are free to use it to pay everywhere Mastercard is accepted, both online and on contactless POS terminals.

Next, return this kind gesture and surprise someone with a gift card! Find some creative ideas on how to make the best use of gift cards here.

*Android phones supported only. Make sure your phone is NFC enabled.

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How to activate a gift card?

Virtual eGiftCard
iCard users will get a new virtual gift card notification the next time you login. You need to accept it, before it becomes active.

If you are not a user and receive an SMS announcing your new eGiftCard, you need to download iCard and register a free account with the same phone number that received the gift. Then the card will be available in your digital wallet to accept and use it.

Plastic gift card
A plastic GiftCard™ should be activated before use. You have 2 options for activation: in the iCard mobile app or by SMS.

    Activate in iCard:
  • Download the app
  • Register a free account
  • Activate the card by entering the 16-digit number
    Activate by SMS:
  • Send SMS to +359 886 170 011
  • Type in the 16-digit Visa card number as the message

Whichever method you choose, once you have successfully activated a GiftCard you will receive an SMS message with the card PIN code.

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I have an NFC Wearable? How can I start using it?

Congrats! You can start using your new NFC wearable right after activating and connecting it to one of your IBAN accounts.
Your NFC wearable is used exactly like your contactless iCard Visa debit card.

Just make sure you have money in it and keep in mind that you can always freeze/unfreeze it within iCard digital wallet.

You can use your NFC wearable on any contactless POS terminal that accepts Mastercard.

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Why should I get iCard Traveler?

It protects you on the days you are traveling away from your home country. It doesn’t matter if your trip is work related or a family holiday. It doesn’t matter where you end up with a problem, we are here 24/7 if your flight is cancelled, if your luggage gets lost or delayed, or if you need an emergency medical assistance.

You don’t need to visit our office to get insured - you can do it straight from iCard digital wallet and rest assured you will get fast and quality support in case of any emergency or a claim.

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Who can get insured?

iCard Traveler insurance is available for purchasing online by Bulgarian citizens under 85 years of age who are traveling or staying abroad (outside the country of permanent residence).

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Can I insure my whole family?

Yes - you can insure everyone who is traveling with you, directly from iCard digital wallet.

You need to provide their Full name, date of birth and gender.

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How can I buy my insurance?

iCard traveler can be purchased in iCard Digital Wallet. It should be paid from the current balance.

Go to “Main menu” and tap on “Insurances”

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What coverage do I get?

    You get:
  • Expenses paid for medical and assistance services outside the country of permanent residence
  • Expenses paid for luggage that is delayed more than 4 hours when you are outside your home country
  • Personal liability toward third-party damages
  • Death or permanent disability
  • Lost, stolen or damaged luggage
  • Delayed flights outside of your home country
  • Cancelled trips
  • ATM robbery
To find the full information on how much are your coverages, go to iCard, open the “Main menu” and tap on “Insurances”.

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How can I cancel my trip?

iCard Traveler does not cover instances where you simply decide to not take on your planned travel or if the air carrier or the tour agency is at fault for not providing the planned service.

In cases of bad health, an accident or a few other instances, mentioned in the terms of service, the insurance covers expenses you paid towards tour agencies, air carriers, trains or buses. Your accommodation expenses prior to the travel will be covered in case it is related to the trip that needs to be cancelled due to the above-mentioned instances.

To find the full terms, go to the “Main menu”, tap on “Insurances” and explore the terms and documents.

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Can I get insured if I am pregnant?

The insurance covers cancelled travels due to pregnancy and related consequences that happen before week 30. It also covers emergency medical expenses due to pregnancy complications that occur during the travel.

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Can I get insured if I do extreme sports?

The insurance provides coverage for practicing amateur sports when the sport is not part of competitions or tournaments. The insurance covers accidents arising from the following sports: baseball, marathon racing, long distance running, skiing and snowboarding within the designated trails, orienteering, horseback riding, jogging, kayaking / canoeing, basketball, bowling, ice skating, snorkeling, water skiing, cross-country skiing, scuba diving (up to 18 meters depth), swimming, trekking, wakeboarding, windsurfing, rowing, mountain climbing (up to 5,500 meters above sea level) without using altitude safety and security equipment, sailing on the high seas and in rivers and lakes (to places not characterized by extreme climatic and natural conditions).

The pursuit of extreme sports is not covered by insurance, with the following being considered extreme sports: air sports, piloting an aircraft with an engine; martial arts, self-defense sports; bungee jumping; parkour; helices, heliboarding, mountain, rock and ice climbing, climbing requiring protective equipment or security, speleology; white water rafting and all its varieties, mountain canoe; diving with specialized equipment (scuba diving) at depths below 18 meters, freediving below 4 meters; motor sports (except for the management of amateur scooters and mopeds), motor sports (except for amateur jet skiing and motorboating); Mountain cycling; participation in expeditions to places characterized by extreme climatic and / or natural conditions, such as deserts, high mountains (over 5,500 meters above sea level), semi-arid regions, the Arctic and Antarctica, jungles, areas with icy and snowy areas; cross-country skiing and snowboarding.

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When is my luggage considered lost?

If it is not found when the insured person arrives at the end of the trip. For baggage to be considered lost, the airline must issue the relevant lost baggage document. Until the issuance of a lost baggage document by the airline, the luggage is considered delayed.

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When is my luggage considered delayed?

Checked-in bags are considered delayed when the delay is more than 4 (four) hours after the arrival of the insured person at the end of the regular ticket journey.

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How to start a claim?

For events abroad:
You must call Colonnade Assistance: + 359 2 921 01 00 within 24 hours of the insurance event and notify the insurance company in writing within 7 days after your return to Bulgaria.

For events in Bulgaria:
It is necessary to contact the Colonnade damage liquidation department at: 02 / 930 93 30.

You must keep all supporting documents - invoices, receipts, receipts and more.

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Can I cancel my insurance after purchasing it?

Yes, you can cancel it. In the event that no damage was paid to your policy, the insurance company will reimburse: the entire insurance premium if the cancellation is within the first 14 days of buying the insurance or part of the premium, if the cancellation is requested after the first 14 days.

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My loyalty card doesn’t have a barcode? How to add it to iCard?

Unfortunately, you can’t add loyalty or discount cards that have no barcode or QR code.

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How are my conversations secured in iCard Messenger?

Unlike other popular messenger services, your chats are totally secured with iCard. Once you open a chat with a contact of yours, who is also using iCard, you should expect complete privacy due to the end-to-end encryption technology that we employ and because we do not store read messages on our servers. Without this, your conversations can get into the hands of third parties.

Learn more about security with iCard.

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What is mobile top-up?

iCard digital wallet lets you easily load money as credit in your prepaid SIM card phone service. You can choose from over 700 mobile carriers / operators / service providers and easily top-up any amount to a phone number in countries worldwide.

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How to top-up mobile minutes?

Open iCard’s Main menu, tap on “Mobile Top-up” and follow the instructions. You need to select the network operator, enter the phone number you want to charge with minutes and select the account you wish to use for payment.

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Is mobile top-up available for EU network providers only?

NO. Mobile top-up minutes are available for over 700 network operators around the world.

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Which worldwide network providers do you support?

It’s an extensive list. You can find all service providers in iCard digital wallet.

Open the Main menu, tap on “Mobile pop-up” and browse the countries and providers on our list of supported partners.

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Why is iCard secure?

iCard is licensed to issue electronic money and provide e-money services to people in all of the European Economic Area.

To obtain our license, we need to have bank-grade security infrastructure and processes.

The money in your iCard digital wallet is better protected than banks, because we do not risk with it - we do not give out loans with your money and it is segregated by law from our company’s money. This way no creditor of our can demand any of your money and it is always there for you.

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How to change my passcode?

When trying to login to iCard digital wallet, the app will ask for your passcode. Tap on “Forgotten passcode”. A message pops-up saying: “We will send you an email to your@email.com with instructions to reset your passcode.”

    Next:
  • Tap on “Continue”
  • On the next screen, enter the 4-digit verification code that we will send by SMS
  • Enter your date of birth and the 6-digit security code that we emailed to you.
  • Enter a new Passcode that you will remember for future uses.

If you don’t get the email with your security code, just tap on “Resend email” or check your spam folder.

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How to enable / disable fingerprint login?

    You can opt to unlock your digital wallet with a fingerprint. Here is how:
  • Open the Main menu
  • Tap on “Notifications and Settings”
  • Tap on the “Settings” tab
  • Switch on “Login with fingerprint”
  • Use your fingerprint.

Next time you try to login, you will be asked to unlock iCard with your fingerprint. You may tap on “Use passcode instead” and login with your passcode.

You may switch off fingerprint login from the same setting.

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How to freeze (block) my cards?

You can freeze all your debit cards, virtual cards, virtual gift cards, NFC wearables and even the mobile “Tap & Pay” function very easily to protect your money even better.

On your iCard home screen tap on the card you wish to block. Card will open and you can next tap on the “Freeze” button.

You can unblock it when you need to use it again by tapping on “Defrost”.

NOTE: Plastic gift cards can not be frozen / blocked.

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How to change my iCard Visa debit card PIN?

You can change your default PIN to a custom PIN by using an ATM. Different ATMs may have different navigation (or fees), so just follow the instructions.

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How to start a chargeback / transaction dispute?

    Just email us at support@icard.com with the following information:
  • Which transaction do you want to dispute?
  • What is the reason for your chargeback request?
  • Explain why you could not resolve your issue with the merchant.

We will investigate your case and come back to you with more information, next steps and how much it will cost you to dispute.

Keep in mind that each case is different and in some instances a chargeback may not be possible.

As this process is time intense and involves Visa or Mastercard, it may not make sense to request a chargeback for a 5.00 EUR transaction, because it will cost you more to initiate the process.

The final decision rests with Visa or Mastercard and it will be positive if we comply with all their requirements.

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How to invite friends to join iCard?

iCard is better with friends and family because you can rely on each other for FREE and INSTANT money transfers if need be.

You can simply tell people to download iCard from Google Play or App Store. Once they create an account, and if you have their account phone number saved in your phone’s contact book, you will be able to start an iCard Messenger chat, send or request money.

You can also tap on the Main menu and select “Invite friends” (on the bottom). Each of your phone contacts that you select to invite will receive an SMS invitation from iCard, which includes a download link. Don’t worry, you will not be charged money for this because iCard is sending the message. As your friend may not recognize the phone number that sent the message, you are encouraged to inform the person of your invitation.

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How to send a complaint?

For any issues or complaints, you can email us at support@icard.com.

Alternatively, open the Main menu, tap on “Help” and select the best option.

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How can I chat with iCard’s support team?

In your digital wallet, open the Main menu, tap on “Help” and select “Chat with us”.

This will open our secure chat which let you also attach documents, if requested.

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How to give feedback or suggest new features or improvements?

We love your feedback and positive reviews in Google Play, App Store or TrustPilot.

In iCard, open the Main menu, scroll down and tap on “Rate us”.

If you want to suggest an improvement, just use any of our communication channels.

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How do you protect my personal data?

In accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), you may find detailed information on how we process and store your data here: https://icard.com/en/gdpr

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