FAQs

To get a virtual Paysafe Mastercard®, you should first download the Paysafe mobile app and create an account.

Once you have successfully signed up, you can get a card following these steps:

1. Log in to the mobile app, verify your identity and then click on the ‘Get card’ button.
2. Take a moment to review your order summary.
3. Get acquainted with the e-disclosure agreement and card Terms of use, and check the required fields to agree.
4. Then click 'Confirm' to complete your order.

Once you've done all that, your Paysafe Mastercard® will be activated and ready to use. You can also add your card to Apple Pay or Google Pay but the setup must be started from your mobile wallet, and not from the Paysafe Wallet app.

The first application for Paysafe Mastecard® is free. You will, however, be charged a small fee for any subsequent application, as in the case of cancellation, for example. For more information visit: https://www.paysafe.com/us-en/paysafewallet/fees.

Currently, the Paysafe Mastercard® is available as a virtual card only. A physical card option is planned to be introduced at a later stage, so stay tuned.

A virtual card is a digital version of a payment card, featuring a card number, expiration date, and CVV, designed for online or in-app use without any physical presence. In contrast, a physical card is a tangible piece of plastic or metal, equipped with a magnetic stripe, chip, and often a contactless feature, making it suitable for in-person transactions. Unlike virtual cards, which are issued instantly and managed online, physical cards are mailed to you.

Virtual cards are ideal for online shopping or subscriptions and can be added to mobile wallets like Apple Pay or Google Pay for contactless payments in stores. However, they cannot be used where a physical card and PIN authentication are required, such as at most ATMs. Physical cards, while also suitable for online transactions, are primarily intended for in-person use, including purchases at physical stores, restaurants, and ATM withdrawals, where their broader acceptance is an advantage. Together, virtual and physical cards complement each other by covering different payment needs.

The Paysafe Prepaid Mastercard® is issued by Community Federal Savings Bank (“CFSB”), member FDIC, pursuant to a license from Mastercard® International. The card can be used to access and spend money stored in your Paysafe Wallet. You can use the card at any location that displays the Mastercard or Visa Intralinks Acceptance Mark, including shops, restaurants, online or on the telephone.

A virtual card is a digital version of a payment card, consisting of a card number, expiration date, and CVV. Unlike physical cards, it has no physical presence or PIN.

Your virtual Paysafe Mastercard® is a prepaid card linked to your Paysafe Wallet. It is not a debit or credit card and does not allow overdrafts. You can use it if the total value of your transaction, plus any applicable fees, does not exceed the available balance in your Paysafe Wallet.

The card can be used at any location that accepts Mastercard, including online shopping, phone orders, and subscription services. You can receive refunds on the card, and it can be added to mobile wallets like Apple Pay or Google Pay for contactless payments in stores that support them.

However, it cannot be used at ATMs, for in-person purchases requiring swiping or inserting a card, or for transactions that need a PIN. Additionally, you cannot request cash back during purchases or check your balance at an ATM. To check your balance, log into your Paysafe Mobile app. The card can be used abroad, but usage in certain restricted regions may be prohibited, and transactions with some merchant categories, like gambling, may also be restricted.

You can add your card to your Apple or Google wallet. Just start the process from your mobile wallet as follows:

• Open the Apple Wallet or Google Wallet app on your device.
• Tap “Add card”.
• Follow the steps to add your virtual Paysafe Mastercard® card. You may be asked to verify the card by entering an OTP sent to your phone or completing a quick verification call with the support team.
• Once added, you can start using your card for mobile payments.

Note: You currently can’t start this setup from the Paysafe Wallet app itself.

Your account is topped up when you receive payments from participating Paysafe Wallet merchants, i.e. from the merchant you invited you to join Paysafe Wallet.

Your Paysafe Mastercard® balance is limited to the funds available in your Paysafe Wallet. Spending is restricted to this balance, and overdrafts are not permitted.

Your card transaction limits will be displayed in your account. Card spending limits are also available at https://www.paysafe.com/us-en/paysafewallet/limits.

Currently there are no fees for card application. An application fee is charged for subsequent card applications. Additionally, if a transaction requires currency conversion, you will be charged a foreign exchange fee. For more information, visit: https://www.paysafe.com/us-en/paysafewallet/fees.

To access the details of your Paysafe Mastercard®, follow the steps below: 

1. Log in to your Paysafe Mobile app and click on the Card icon. 
    
2. Click on the “Show details” button right below your card.

To view your card details, choose whether to receive an SMS or Email OTP. Once you enter the code, your card details will appear and you can copy them.

You can use your virtual Paysafe Mastercard® for in‑store payments through Apple Pay or Google Pay. However, cash withdrawals at ATMs and cashback at POS terminals aren’t supported, even when using your virtual card via a mobile wallet. These actions require a physical card.

You should first contact the merchant directly to resolve the issue. Depending on their policies, you can request a refund, start a dispute, or ask for an update in the following situations:

• You’re not satisfied with the goods or services purchased with your Paysafe Mastercard®
• You haven’t received your shipment yet (check the expected delivery date and the merchant’s terms first)
• You want to stop or question a recurring payment for an online subscription

If the merchant is unable to resolve the issue or refuses to help, and your case is eligible, you can then contact us for further assistance at paysafewallet-support@paysafe.com.

To report any unauthorized transactions on your Paysafe Mastercard®, contact our support team at paysafewallet-support@paysafe.com.

You can control your spending by locking your Paysafe Mastercard® directly from the app. This will decline all new authorizations, but it won't affect payments that have already been authorized. Locking your card is also the fastest action you can take if you are worried about your card’s security. To lock your card simply follow the steps below:

1. Log in to your Paysafe mobile app and click on the Card icon.
2. Click on Settings.
3. Click on the ‘Lock card’ button.

Once completed, all transactions will be temporarily disabled.

You can unlock your card at any time to resume transactions by following the same steps above.

You can cancel your Paysafe Mastercard® at any time.

To cancel your card:

1. Log in to your Paysafe Mobile app and click on the Card icon
2. Click on ‘Settings’
3. Next click on the ‘Cancel card’ button and confirm the action.
4. Your card will be cancelled immediately.

Note: Card cancellation is irreversible. Unsettled transactions will continue to be processed.

A decline occurs when your card payment isn't authorized or accepted. Here are some common reasons why your card might not work:

• You've reached your purchase limits.
• Your balance isn't enough to cover the transaction.
• Your card is not in good standing.
• Your Paysafe Wallet is not in good standing.
• Information entered at the time of payment is incorrect or missing (e.g., 3-digit CVV, expiration date, card number, billing address).
• You've tried to use the card on prohibited sites, such as gambling sites.
• The address registered in your Paysafe Wallet doesn't match the billing address you provided for your purchase. Although your card is virtual some merchants will still perform an Address Verification Service (AVS) check.
• Apple Pay or Google Pay transactions may get declined due to a poor connection between your device and the contactless reader.

If your payment was declined by the merchant but still shows as pending in your Paysafe Wallet, it’s usually resolved automatically very quickly. Once we receive the final response from the merchant, the pending amount is released. This normally happens within a few days, but in rare cases it may take from 7 up to 30 days.

Sometimes an extra amount may be placed on hold to cover potential additional costs or adjustments. This ensures there are sufficient funds in your Paysafe Wallet to cover the final transaction amount, especially if the final amount is not yet known.

When using your card at a gas station, it's best to pay inside to avoid having an extra portion of your card balance held and unavailable for a period of time after using the pump.

At restaurants or places where tipping is common, merchants might preauthorize a higher amount to cover the tip. For hotels, car rentals, or similar services that require a deposit, merchants may preauthorize an estimated amount. This hold on your funds will remain until the merchant finalizes the payment.

The hold can last up to 30 days, during which time the funds will be unavailable for use.