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    Card request

    How can I request a moey! card?

    With moey! you can quickly request a card.

      • Go to |Settings|

      • |Cards|

      • Click on |Request physical card|

    Please confirm the address to make sure you receive your card without any issues.

    You will receive it in 5 to 10 business days.

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    How much does it cost to request a moey! card?

    After opening your account, you will receive a free virtual card which you can use for all your shopping, including online purchases. If you want, you can also request a physical card, which we will have sent to your address, at no extra cost.

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    How do I activate my card?

    When you receive your card:
      • Go to |Settings|
      • Then |Cards|
      • Chose the physical card 
      • Click on |Activate card|
      • Insert the 16 digit number of the card you received
    After this you will receive a SMS with a 7 digit code to complete the process in the app.
    The card PIN will be sent via SMS to your number.

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    How do I get my PIN card?

    If you requested a physical card, after you receive it, you have to activate it in the app.
    After doing so, you will have the option to receive PIN. It will be sent by SMS to your number.
    If you didn´t receive the SMS, select physical card in |Settings|, go to |Card PIN|and click on |Forgot PIN|. Then follow the steps and you will reveive a new PIN via SMS.

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    When will my card arrive?

    Your moey! card will arrive by mail at the address you provided us with. It should take 5 to 10 business days. If you requested your card over 10 business days ago and it still hasn’t arrived, call us so that we can sort it out: +351 210 521 500 (domestic or international calls).

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    My card hasn't arrived. What can I do to get another?

    If you requested your card more than 10 days ago and it still hasn’t arrived, there could be several reasons:

      • There was a delay making your card

      • There was a delay in the distribution of the card

      • There is a mistake in the address

      • The card got lost in the mail

    Call us so that we can sort it out, at +351 210 521 500 (domestic or international calls).

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    Why did you charge me for my new card?

    Your first moey! card is free. However, if you cancel it and ask for a new one, depending on the reasons, you may be charged 5€ for the replacement card. 

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    Can I customise my card?

    You can customise the name on your physical card, but it will always have to be composed of your actual names and initials. You can chose 3 names, making sure that the 1st one is one of your names and the last is one of your surnames. There is a limit of 18 characters.
    The name on your virtual card cannot be customised. It will always be your first and last name.

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    How can I ask for a new physical card?

    If you need a new physical card, you can request another one quickly.
     Go to:
        •   |Settings|
        •   |Cards|
        •   Chose the physical card
        •   Click on |Cancel card|
    Choose the reason for the cancellation (depending on the reason you may be charged for the new card according to our Pricing Table).
    After that, you can request a new card.
    Please confirm the address to make sure you receive your new card without any issues.
    If all goes well, you will receive it within 5 to 10 business days.

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    How can I change the delivery address for the physical card?

    When you request your card, we ask you to tell us where we should post it to. If you’ve already requested your card but you want to change the address, call us so that we can sort it out, at +351 210 521 500 (domestic or international calls).

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    Card settings

    Why do we have a physical and a virtual card?

    With a moey! account you can get two cards free of charge! moey! cards are different because they are processed by different entities so they can be used in different ways.
    The account always has a virtual card associated to it, which you can use for all sorts of payments, transfers and even withdrawals at ATM machines.
    If you want a physical card, compatible with MB network we’ll send you one for free.
    All you need to do is request it on the app and it will arrive within 5 to 10 days. The first card request is always free.

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    How can I limit online purchases?

    moey! cards can be used for online shopping.
    If you want to block online purchases, enable limits in:
       • |Settings|
       • |Cards|
       • |Select card|
       • |Controls and Limits|
       • |Limit online payments|

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    How can I limit use abroad?

    moey! cards can be used for shopping anywhere in the world, by default.
    If you want to limit the use of your card, enable limits in:
      • |Settings|
      • |Cards|
      • |Select card|
      • |Controls and Limits|
      • |Control payments abroad|
    You can limit purchases by geographical zone but in your physical card you can never disable purchases in Portugal.

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    How can I activate/deactivate my physical or virtual card?

    After activating your physical card, it cannot be deactivated. You can cancel it, although if you then request a new one, depending on the reason, you might be charged for the replacement card. Check out the moey! price list for more details.
    You can activate and deactivate your virtual card in just a few steps:
    Go to:
        • |Settings|
        • |Cards|
        • Choose |Active/inactive|

     

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    How can I activate/deactivate NFC payments?

    Want to pay with your phone? We can do it with Apple Pay if you have an iPhone that supports mobile payments and with moey! Wallet with your android device.
    All you will need to do is enable the NFC linked to your virtual card, in:
       • |Settings|
       • |Card|
       • |Enable NFC|
    Then all you need to do is to touch the terminal with your phone, and that’s it!
    Remember:
       • When you enable the NFC you have to choose a PIN for your virtual card
       • You need to ensure a minimum level of safety on your phone to be able to pay. Therefore, you have to enable a password, swipe pattern or fingerprint to unblock your phone.
    Check additional info in |moey! Wallet| or |Aplle Pay| section

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    Can I turn off contactless on my physical card?

    You can not disable contactless on your moey! debit card though the app.
    If you want to disable it, we can do it for you. Send us na email with the request to feedback@moey.pt.

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    Where can I see my card's expiration date?

    You can see the validity of your card on the app, in
      • |Settings|
    • Choose the card
    • Check the date
    The validity of your moey! virtual card is 3 years and of your physical card is 4 years. Don’t worry, we’ll give you a new ones before they expire.

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    Cancelling a card

    How do I cancel my card?

    To cancel any of your cards go to

      • |Settings|

      • |Cards|

      • Choose |Cancel card|.

    Whenever you cancel a virtual card, we will generate a new one for you, for free.
    If you want to cancel your physical card, we won’t send you a new one automatically. You can request a new card whenever you want, and you’ll receive it within 5 to 10 business days.
    Please confirm the address to make sure you receive your card without any issues.
    By cancelling any one of your cards you are not cancelling our moey! account.

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    How can I cancel my card request?

    If you requested a card, but you want to cancel, call us so that we can sort it out at +351 210 521 500 (domestic or international calls).

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    I lost or had my card stolen

    In case of loss or theft, please cancel your card immediately, following these steps: Go to

      • |Settings|

      • |Cards|

      • Choose the appropriate card and click |Cancel Card|

    You can ask for a new card immediately, just choose |Request card| and state the reason why.

    Please confirm the address to make sure you receive your card without any issues.

    If all goes well, you’ll receive your new card within 5 to 10 business days.

    If you need help, call us on +351 210 521 500 (domestic or international calls).

     

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    I have been victim of a fraud with my virtual card

    If your virtual card is ever targeted for fraud, we’ll cancel it, generate a new one and send you a notification to inform you about what happened. If you have any questions, call us so that we can sort it out at +351 210 521 500 (domestic or international calls).
     

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    My card was withheld by an ATM machine

    If your card is withheld by an ATM machine, cancel it through the app and request a new one, for free. 
    If you have any questions, call us so that we can sort it out at +351 210 521 500 (domestic or international calls).

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    I have been victim of a fraud with my physical card

    If your physical card is ever targeted for fraud, we’ll send you a notification to inform you about what happened and call you to help cancel the card and request a new one. If you have any questions, call us so that we can sort it out at +351 210 521 500 (domestic or international calls).
     
     

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    Card is not working

    My physical card is not working

    Having trouble paying with your moey! card?
    There could be several reasons. Make sure:
        • Your don't have controls or limits defined on your card
        • If you are using contactless, does the establishment accept this kind of payment?
        • You can also try to pay a different way, it could be the establishment’s problem.
    Is your moey! card still letting you down? Then go to your app, cancel your card and ask for a replacement. When asked why you are cancelling your card, say it is due to Damage/Loss. 
    Please confirm the address to make sure you receive your card without any issues.
    Your replacement card might have a cost according to our pricing. If all goes well, it should arrive within 5 to 10 business days.

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    My physical card is not allowing contactless payments

    Having trouble paying with contactless? This could be for several reasons:
       • To activate contacless payments, the fisrt payment should be done with chip
       • The establishment may not accept contactless technology
       • The contactless technology on your card might be damaged.
    If your card is damaged, request a new one in:
       • |Settings|
       • |Card|
       • Click on |Request replacement card| and indicate |Damage/Loss| as the reason
    Please confirm the address to make sure you receive your card without any issues.
    Your replacement card might have a cost according to our pricing. If all goes well, it should arrive within 5 to 10 business days.

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    My virtual card is not working

    Has your virtual card stopped working? There could be several reasons for this

      • Your virtual card might be blocked in the safety |Settings|

      • Your contactless might be blocked in the safety |Settings|

      • The establishment might not accept contactless technology

      • You may have blocked the country where the transaction is taking place in the safety settings.

    If, after checking all these reasons, your card still doesn’t work, cancel it and ask for a new one. You will get a new one in real time, at no cost.

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    PIN and Card security

    How can I change my PIN?

    If you want to change the PIN on your physical debit card, you’ll need to do so at an ATM machine.
    To change the PIN on your virtual card (which you can use for NFC shopping, for example) access the moey! app and go to:
      • |Settings|
      • |Cards|
      • |Card PIN|
      • Click on |Change PIN|

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    I exceeded my PIN attempts

    If you exceeded the number of attempts for your card’s PIN number, the card will be blocked for safety reasons. The app will tell you how long you have to wait until you can try to change your PIN by going to:
      • |Settings|
      • |Cards|
      • Click |PIN|
      • Click |Forgot PIN|
      • Follow the steps the app indicates

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    I forgot my PIN

    Forgot your PIN? We can help!
    Go to:
       • |Settings|
       • Choose the card you forgot the PIN for
       • Click |Card PIN|
       • Click |Forgot PIN|
       • Follow the steps the app indicates

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    How does the 3DS protocol work?

    Paying online with moey! is safe. All our cards use 3DS protocol. 
    With this protocol, if the merchant also uses it, you will receive a message with a code every time you carry out an online payment, thereby guaranteeing that it is really you making the payment. 
    Using 3DS protocol on an online payment depends on the merchant.

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