FAQ
Account opening
Who can open GEKKARD account?
- are at least 18 years old;
- own a compatible smartphone;
- hold a supported ID document;
- don't already have an account with us.
How to open my GEKKARD account?
Step 1: Fill in the mobile application your personal details and shipping address.
Step 2: Prove your identity.
Step 3: Get confirmation that you are registered as a client*.
Step 4: At this point you'll be able to top up your GEKKARD account and use your Virtual GEKKARD.
Step 5: After a few days, you’ll receive your GEKKARD Mastercard by post.
*If you meet our minimum trustworthiness criteria.
What is the age limit?
In order to open GEKKARD account you need to be at least 18 years old. But an additional card can be issued without age limit.
Can I hold more than one currency on my GEKKARD account?
Currently GEKKARD accounts are opened in one currency - EUR.
How to prove my identity?
As a financial institution, we must follow the “Know Your Customer” procedures. Therefore, during registration in mobile application, you scan an identity document (passport), as well as make a "selfie".
Account
What is a GEKKARD account?
It is account established by us in your name. Account is used for the processing of transactions from linked GEKKARD, as well as for execution of payment transactions.
Can I hold more than one currency on my GEKKARD account?
GEKKARD accounts are opened in one currency - EUR.
How to find my IBAN or GEKKARD account number?
You can find your IBAN in GEKKARD account statement or in the mobile application: money - top up account - account for top up.
How can I close my account?
Following your initiative, the GEKKARD account shall be closed within 1 (one) month of receipt of your written notice in accordance with the procedure set by us.
More detailed information regarding account and card closure you can find in General terms and conditions
My account is negative, what happened?
The most common reasons for an account balance going negative are using your card where online authorization is not requested, or because a request for payment has been delayed.
Am I able to get an account statement?
Yes, you can! Account statements are available in mobile application and Internet bank, as well as you may check the balance and available funds on GEKKARD account or view a statement of recent transactions in the mobile application and Internet bank.
What happens to funds coming in to an old closed GEKKARD account?
Any incoming transfers will be returned to the account of sender.
Can I see the new GEKKARD account details before I get my card?
Before receiving a plastic GEKKARD, you will be able to see all of data of a GEKKARD account and a virtual GEKKARD in the mobile application. Virtual card and GEKKARD account are active and can be used immediately after successful registration.
Account Balance
Balance hasn't been updated following a bank transfer
An incoming payment will not increase the balance until it is credited to your GEKKARD account.
Am I able to get a bank statement?
The statement could be found in the mobile application at History section
My account balance is negative, what happened?
In rare cases, the amount of your purchases may exceed the available balance on the GEKKARD account. This happens if the store due to the peculiarities of its work did not check the available balance on your GEKKARD. You need to replenish your GEKKARD account to close this negative balance. After that GEKKARD will work as usual.
How can I check GEKKARD transactions and/ or GEKKARD account balance?
You can check your transactions and GEKKARD account balance 24/7 - 365 days of the year using themobile application or Internet bank.
Personal information
Who is a politically exposed person (PEP)?
Natural persons who are or have been entrusted with prominent public functions, other than middle ranking or more junior officials. For more information, see General terms and conditions.
Who is a person closely related to politically exposed person (PEP)?
PEP family member or/ and person known to be close associates to PEP
Who is a politically exposed person’s (PEP) family member?
- The spouse of PEP, or a person considered to be equivalent to a spouse of PEP.
- The children of PEP and their spouses, or persons considered to be equivalent to a spouse.
- The parents of PEP.
Who is a person known to be close associates to politically exposed person (PEP)?
- A natural person known to have joint beneficial ownership of a body corporate or any other form of legal arrangement, or any other close business relations, with PEP.
- A natural person who has sole beneficial ownership of a body corporate or any other form of legal arrangement that is known to have been established for the benefit of PEP.
Why do we request information about PEP and persons closely related to PEP?
To fulfill our obligations under the Prevention of Money Laundering and Funding of Terrorism Regulations.
What does “personal data” mean?
Any information about personal or factual circumstances of a specific or identifiable natural person, such as e.g. name and surname, date of birth, place of birth, identification document (including type of identification document, issue date, ID number, issuing authority), address, telephone number, mobile number, e-mail address, IP address, online identifier, location data, images and information on transactions and accounts.
What is GDPR?
General Data Protection Regulation (GDPR) 2016/679 is a regulation in EU law on data protection and privacy for all individuals within the European Union (EU) and the European Economic Area (EEA). The GDPR aims primarily to give control to citizens and residents over their personal data and to simplify the regulatory environment for international business by unifying the regulation within the EU.
Why do we process your personal data?
- the performance of contractual and pre-contractual obligations
- the protection of your und our interest
- the ensuring compliance with applicable laws and regulation to which we are subject
- the execution of transaction through the payment system
- other purposes specified in Data protection policy.
Is my personal data protected?
We collect, use and processing your personal data in accordance with Data protection policy.
We use reasonable measures to help keeping information secure, and to help preventing it from becoming disclosed to persons who are not described in Data protection policy.
Security
What is card PIN?
Personal Identification Number (PIN) is a numeric code consisting of four digits. We issue card PIN to you together with the plastic GEKKARD for confirming transactions in ATMs and POS terminals.
Do not share this information with anyone.
What should I do if I incorrectly entered the card PIN many times?
or security reasons, your card PIN is blocked after 3 incorrect entry attempts. Contact our support team so we can help you. Our support team will also give instructions for further actions concerning your card.
I forgot card PIN, what to do?
You can view it yourself on the mobile application at the Money section. Click on the picture of the card on which you want to see the data and then on Show card data.
What is mobile application PIN?
This is a digital code, you will invent yourself. It will protects your mobile application from unauthorized use.
Can I change my application PIN?
Yes, you can change it yourself on the mobile application in the section Settings.
Can I use my mobile application PIN when shopping or withdrawing cash?
No you can not. The mobile application PIN is used for application only. Use the card PIN to withdraw cash from an ATM or when making purchases.
Do the card PIN and mobile application PIN match?
No, they are different. You invent yourself the application PIN, it protects your mobile application. The card PIN is automatically generated by the system, it is displayed on the mobile application in the section Money and you use it for purchases and cash withdrawals at ATMs.
What is CVC2?
Security feature of the card consisting of 3 digits and is located on the back of the card within the signature area.
What is CVC2 for?
CVC2 is additional security measures for online purchases.
Do not share this information with anyone.
Are the funds on GEKKARD account safeguarded?
Yes.
Your funds shall be deposited in a bank account, separated from our account, in a credit institution domiciled in a reputable jurisdiction.
So in the unlikely event of any insolvency, funds that have reached your GEKKARD account will be protected against claims by our creditors.
What is 3D Secure?
This is an additional level of security when shopping with your GEKKARD on the Internet.
How does 3D Secure work?
3D Secure protects you from online card fraud.To perform authorization of a transaction made using GEKKARD on the Internet where the vendor ensures secure authentication (3-D secure), you shall make additional authorization by confirming such transactions with one-time password derived from us.
How I can activate 3D secure in my mobile application?
It’s automatically activated when you activate your card in the mobile application. No additional passwords are required.
Why do I need to verify my identity?
You need to verify your identity in order to use your GEKKARD account. This policy is in line with a banking regulation commonly known as 'Know Your Customer’ (KYC) and is the process of a business verifying the identity of its clients. It is simply an anti-corruption and fraud measure.
My card has been compromised
If you believe that your card has been used without your permission, please block the card immediately within the mobile application. Then contact our support team so they can help you.
How do I keep my GEKKARD account safe?
Never share your mobile application passcode with anyone.Use an email address that only you are using and have access to.Never give your full card number, expiry date, card PIN or CVC2 number to anyone, as this is your way to authorise online payments.
How to block my GEKKARD?
You can block and unblock your GEKKARD at any time in the mobile application: go to the "Money" section, select the card you need and use the "Block card" button (at the bottom of the screen). You should immediately block your GEKKARD if the card has been lost or stolen, or you suspect that the data of GEKKARD has become known to unauthorized persons. You can later unlock GEKKARD if your suspicions are not confirmed.
My card has been lost or stolen
Please block GEKKARD immediately in the mobile application. If you later find the card and are sure that no unauthorized persons have used it, then unblock the card yourself in the mobile application. If you are sure that GEKKARD has been stolen or lost, contact our support team.
Cards
What is a GEKKARD?
It is prepaid debit card of MasterCard issued by us to you, which may be in the form of a plastic card or virtual card.
How to apply for the GEKKARD?
Step 1: Fill in the mobile application your personal details and shipping address.
Step 2: Prove your identity .
Step 3: Get confirmation that you are registered as a client*.
Step 4: After successful registration in the mobile application you get a virtual GEKKARD automatically. At this point you'll be able to top up your account and use your Virtual GEKKARD.
Step 5: After a few days, you’ll receive your GEKKARD Mastercard by post.
What is the difference between virtual and plastic GEKKARD?
The use of virtual GEKKARD is limited to online purchases.
Where do I use a GEKKARD?
GEKKARD may be used to pay for goods and services at participating retailers and online that accept Mastercard cards.
Virtual GEKKARD is designed for online purchases only.
Plastic GEKKARD is designed for use in shops and retail locations where you are physically present. It is possible also to use it for cash withdrawal.
When does my card expire?
Your card expires on the last day of the month, which is printed on the front of the card.
How to change GEKKARD limits?
You can change your daily and monthly limits in the mobile application. Just go to the "Money" section, select the card you need, select the limit type (daily, monthly), thуn change the amount and confirm your limit change.
How to block my GEKKARD?
You can block and unblock your GEKKARD at any time in the mobile application: go to the "Money" section, select the card you need and use the "Block card" button (at the bottom of the screen). You should immediately block your GEKKARD if the card has been lost or stolen, or you suspect that the data of GEKKARD has become known to unauthorized persons. You can later unlock GEKKARD if your suspicions are not confirmed.
Why has my Top-up from card failed?
You've had insufficient funds, input wrong card details (expiry date, CVC), or used an expired card.
I have not received my card
- up to 10 working days for EU countries;
- up to 15 working days for non-EU countries.
If you haven't received your card after 10 working days, contact us via chat.
My card has been lost or stolen
Please block GEKKARD immediately in the mobile application. If you later find the card and are sure that no unauthorized persons have used it, then unblock the card yourself in the mobile application. If you are sure that GEKKARD has been stolen or lost, contact our support team.
Can I see the new account details before I get my card?
Before receiving a plastic GEKKARD, you will be able to see all of data of a GEKKARD account and a virtual GEKKARD in the mobile application. Virtual card and GEKKARD account are active and can be used immediately after successful registration.
What should I do if I incorrectly entered the card PIN many times?
For security reasons all card payments are blocked when the card PIN is entered incorrectly 3 times. Contact our support team so we can help you.
Does the GEKKARD have an expiry date?
Yes.
GEKKARD is valid until the last day stated on the plastic card (inclusive).
Information of validity of virtual GEKKARD you can find using remote access tool(mobile application).
Is it possible to link GEKKARD to the account in IBAN format?
We open GEKKARD account in IBAN format and, by default, link your GEKKARD to this account. You can use GEKKARD account to make payments.
What is a virtual GEKKARD?
It is a non-physical card linked to the GEKKARD account. The virtual GEKKARD number matches the plastic GEKKARD number.
What documents or information should I submit to apply for GEKKARD?
During registration in the mobile application, you scan the original of an identity document (passport).
When will my card be delivered?
- up to 10 working days for EU countries;
- up to 15 working days for non-EU countries.
If you haven't received your card after 10 days, contact our support team.
Will my personal details (name, surname) be printed on the card?
Yes.
When will my GEKKARD arrive?
- up to 10 working days for EU countries;
- up to 15 working days for non-EU countries.
If you haven't received your card after 10 days, contact us via chat.
How to activate my plastic GEKKARD?
To use your plastic GEKKARD, you’ll need to activate it first. You can only do this in the mobile application. Just go to Activate Card and select Start Activation
How to set my card PIN?
We don’t send you a card PIN via post. Information about card PIN you can see in the mobile application.
Go to Show Card Data
Can I change GEKKARD limits?
Yes, in the mobile application.
My GEKKARD has been compromised
If you believe that your GEKKARD has been used without your permission, please block the card immediately within the mobile application. Then contact our support team so they can help you.
My GEKKARD account is negative, what happened?
The most common reasons for an account balance going negative are using your card where online authorization is not requested, or because a request for payment has been delayed.
What should I do if I incorrectly entered the card PIN many times?
or security reasons, your card PIN is blocked after 3 incorrect entry attempts. Contact our support team so we can help you. Our support team will also give instructions for further actions concerning your card.
I forgot card PIN, what to do?
You can view it yourself on the mobile application at the Money section. Click on the picture of the card on which you want to see the data and then on Show card data.
Can I use my mobile application PIN when shopping or withdrawing cash?
No you can not. The mobile application PIN is used for application only. Use the card PIN to withdraw cash from an ATM or when making purchases.
What is an additional card?
This is a card that you can order on the mobile application in addition to the main card. It has a different number and expiration date, but is linked to the same account as the main card. You can use an additional card and a main card at the same time.
For whom can I order an additional card?
You can order an additional card for a member of your family or yourself.
What is a prepaid debit card?
This is a card for which no credit limit is issued. Thus, for payments, purchases or cash withdrawals, you must first replenish your card.
What are the advantages of a prepaid debit card?
You can easily control your expenses, because card has no credit limit. Thus, you can only spend the amount of money that you have on the card.
Can my card be reloaded?
Can my card be reloaded? Yes of course. The card can be reloaded unlimited number of times.
How can I replenish my card?
You can replenish a card by SEPA transfer from another bank in euro currency, by transfer from another your card or by internal payment.
Cards purchases
Where do I use a GEKKARD?
GEKKARD may be used to pay for goods and services at participating retailers and online that accept Mastercard cards.
Virtual GEKKARD is designed for online purchases only.
Plastic GEKKARD is designed for use in shops and retail locations where you are physically present. It is possible also to use it for cash withdrawal.
What is the difference between virtual and plastic GEKKARD?
The use of virtual GEKKARD is limited to online purchases.
Сan I make purchases on credit?
No. GEKKARD is a prepaid debit card, so spending is limited to the amount that you load on the card.
The transaction will be declined if the funds are insufficient.
What is POS?
A point of sale (POS) terminal is an electronic device used to process card payments at retail locations.
What is 3D Secure?
This is an additional level of security when shopping with your GEKKARD on the Internet.
How does 3D Secure work?
3D Secure protects you from online card fraud.To perform authorization of a transaction made using GEKKARD on the Internet where the vendor ensures secure authentication (3-D secure), you shall make additional authorization by confirming such transactions with one-time password derived from us.
Why has my card payment been declined?
Some of the most common reasons are that you've had insufficient funds, input wrong card details (expiry date, or CVC2), exceeded the spending limit set by yourself
My account is negative, what happened?
In rare cases, the amount of your purchases may exceed the available balance on the GEKKARD account. This happens if the store due to the peculiarities of its work did not check the available balance on your GEKKARD. You need to replenish your GEKKARD account to close this negative balance. After that GEKKARD will work as usual.
What should I do if I incorrectly entered the card PIN many times?
For security reasons all card payments are blocked when the card PIN is entered incorrectly 3 times. Contact our support team so we can help you.
ATM transaction
What is ATM?
An automated teller machine (ATM) or cash machine.
My GEKKARD has been swallowed by an ATM?
Please contact our support center so they can help you.
SEPA Payments
What are SEPA Transfers?
SEPA (or the Single Euro Payments Area) is the format for cross-border Euro bank transfers. SEPA is made up of the Eurozone and countries within the EU
Fees
How much does a GEKKARD account cost?
In accordance with Tariff Tariff
Other
Where can I see more information?
My GEKKARD has been compromised?
If you believe that your GEKKARD has been used without your permission, please block the card immediately within the mobile application. Then contact our support team so they can help you.