The very first thing you must do is to Activate the card.
You can do this inside your Paxum account by entering the information when prompted. Card activation is performed in real-time so when it is complete the card will be fully active and available to use once funds are transferred to it.
Please double-check the expected delivery date for your card under the Accounts section of the e-wallet.
If you have been waiting longer than the expected delivery date and are convinced that your card has been lost, please report the card as lost by opening a support ticket or sending an email to firstname.lastname@example.org
If this happens, please cancel the card right away from within the ‘Accounts’ section of the wallet.
You will then be able to order a replacement card right away. To understand why your card was swallowed, you will need to contact the ATM provider directly as we have no control over this type of incident.
A pending transaction is a purchase which has been authorized but is still waiting for the merchant to accept or reverse it.
The merchant has 7 days in which to do this, however it can sometimes take up to 15 days to complete if it is an e-commerce pre-authorization.
If a purchase does not complete as settled, then the pending charge returns to the cards available balance. While the purchase is pending the funds are excluded from the cards available balance. We are unable to release the funds during this process.
Some of the most common reasons are that you've had insufficient funds, input wrong card details (PIN, expiry date, or CVC). If you have entered the correct details and have sufficient funds on the card, please contact the merchant where you made the transaction in order to receive more details as why the purchase was declined.
Sometimes the merchant name shown in your statement may not be the actual brand name, so please double-check this first with a quick Google search. If you are absolutely certain that your card has been compromised, please cancel your card immediately inside the account interface and speak to one of our support agents right away.
If you are not satisfied with the goods or services you paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. After you have tried to resolve the issue with the merchant but it was unsuccessful, get in touch with one of our agents via support ticket or email at email@example.com.
Before contacting us, please have your proof of purchase and evidence of your attempt to contact the merchant ready. Please note, it can take up to 45 days for your dispute to be finalized once it is raised by our Chargeback Team.
If your cash withdrawal was declined but still shows as pending inside your wallet, the funds should be returned to your account automatically within 7 days.
If your cash withdrawal was successful and shown as completed but you didn’t receive the amount you requested, please contact our support team immediately so we can help resolve the issue. You may be asked to complete a chargeback form - in this instance one of our support agents will explain the process in more detail for you.