Any questions?

Account

1. I have a question about my personal data/information. What do I do?

   For information about how we use your data, please refer to our Privacy Notice where we provide detailed information about our purposes.

   In certain circumstances, individuals can exercise their rights in relation to the personal data we hold about them. Such requests are handled on a case-by-case basis depending on the nature of the request and the reasons we hold and process their data.

   If you wish to submit a rights request, the simplest way to do this is by completing our dedicated Rights form.

   Alternatively, please visit our contact page for additional contact options.

   When completing the rights form, please ensure you follow each step carefully, including the verification step, to ensure your request is received and dealt with as soon as possible.

2. How do I verify my Paysafecash account?

   To verify your Paysafecash account, please visit the paysafecard website and follow the steps below:

   • Sign yourself in at https://my.paysafecard.com/ using the access data for your Paysafecash account.
   • If you have not previously had a my paysafecard account, read and confirm the GTCs of my paysafecard.
   • Once you have signed in, the "Account" > "Limits & Status" menu will open.
   • Click the button for status upgrade and follow the instructions on the screen to make your documents available for verification.
   • As soon as the status upgrade has been successfully completed, you will receive a confirmation from paysafecard by email and can continue using Paysafecash for payments.

   For a detailed explanation, please refer to the Step-by-step Instructions.

3. Why do I need to use an SMS code for 2-step login?

   To make your Paysafecash account even more secure and prevent unauthorised use of your account, we have used two-factor authentication, in accordance with the European Payment Directive (PSD2).
   
    This is how two-factor authentication works:

   • Install the Paysafecash app on your smartphone.
   • Link your Paysafecash account by signing into the app.
   • In the future, simply enter your password and confirm the sign-in to your Paysafecash app.
   • If you have not received the message, you can request a security code via SMS, which you enter after signing in.
      
4. I already have an epin or my paysafecard account – do I have to register anew?

   If you already have an epin or my paysafecard account, you don’t need to register for Paysafecash anew. Please use for both products the same credentials for the login.
   Just login with your existing credentials at Paysafecash and confirm the T&Cs for Paysafecash.
   This will automatically link your registration details of epin and/or my paysafecard with your Paysafecash account.

   Please be aware that it’s not allowed to register with different personal data for an epin/my paysafecard account and a Paysafecash account.
   However, should we find two or more accounts with different personal data in our system, which belong to the same customer, we are entitled to cancel the related accounts anytime.

5. What do I do if I have forgotten my password?

   You can change your password by clicking on "Forgotten your password" in the log-in window and then following the instructions. If you still have problems logging in, please contact the Paysafecash Service-Team.