Frequently Asked Questions

 
  1. Most Popular

    1. An EntroPay Account is a prepaid account. The account gives you an EntroPay Virtual Visa Card which you can use to make online purchases wherever Visa is accepted. You can load funds (deposit money) onto an EntroPay Virtual Card using your regular credit or debit card.

    2. An EntroPay Virtual Visa Card is a prepaid Virtual Visa Card that is available to anyone worldwide. The EntroPay Virtual Visa Card works just like a normal Visa card when you make online purchases. However, it is not tied to a bank account. Instead you manage it by logging on to EntroPay and using the online card management system. An EntroPay Virtual Card may be used online wherever Visa is accepted. There are no finance or interest charges associated with an EntroPay Virtual Card and because the card is prepaid, spending is limited to the amount of funds loaded onto the card. EntroPay Virtual Visa Cards are categorized, and branded by Visa as the 'Visa Classic Debit'.

    3. Just register for a free EntroPay Account and you will be able to do the following: Fund your EntroPay Virtual Card by loading funds from your personal credit/debit card - also called a 'Funding Source'. Pay online with your EntroPay Virtual Card.

    4. There are no monthly or annual fees with an EntroPay Virtual Card. Our only fee is the charge on each amount loaded onto an EntroPay Virtual Card. There are no hidden fees. Return funds from EntroPay Account to personal credit/debit card: we charge a GBP3/USD6 fee as outlined in our Terms and Conditions There is no minimum withdrawal amount. Your balance must however be sufficient to cover the GBP3/USD6 withdrawal fee.

    5. Your EntroPay Account balance is updated as follows:

      • Whenever you load your EntroPay Virtual Card, the balance adjusts immediately.
      • Whenever you destroy your EntroPay Virtual Card, it can take from 1 to 30 days for the EntroPay. Account balance to update; this is due to delays in the Visa network beyond our control.
      • Purchases on EntroPay Virtual Cards do not show in real time, but only reflect on your account transaction history a few days after the actual purchase date. This is the way a normal credit card works; you have a credit limit and when purchase something, the purchase amount is only seen on your statement a few days later.
    6. If you have forgotten your password, you will have to verify your identity by following the steps:

      1. Click on 'Forgotten Password?' link
      2. Enter your email address carefully and read the on-screen instructions
      3. You will now receive an email with further instructions.
    7. A Default EntroPay Virtual Visa Card is needed in case of merchant refunds and reclaims, as the funds are credited to the EntroPay Virtual Card which is set as a Default.

      The very first EntroPay Virtual Card you create will be set automatically as a Default EntroPay Virtual Card.

      The Default EntroPay Virtual Card can be changed but cannot be destroyed. So each account always has one, active EntroPay Virtual Card.

    8. The Reclaim is a process whereby any remaining funds from a destroyed EntroPay Virtual Card are credited to the Default EntroPay Virtual Card.

      When an EntroPay Virtual Card is destroyed, it will show as a Pending Reclaim in your transaction history until the funds have been cleared and credited to your Default EntroPay Virtual Card.

    9. They are the brand names used by these companies to refer to '3-D Secure'; a new technical standard developed by Visa and MasterCard to further secure transactions over the Internet.

      MasterCard brand their system as 'MasterCard SecureCode' and Visa calls theirs 'Verified by Visa'. Both are available through acquirers.

      For more information on Visa, please visit this page.

      For more information on MasterCard, please visit this page.

    10. A credit card gives you a spending limit and then you are billed at the end of each month, paying interest on the money you have already spent if you do not settle the account within the stipulated credit period - usually a month.

      With a debit card, you put money on the card first and then spend it however you wish. Since EntroPay Virtual Cards are prepaid, there is no "line of credit" extended. This means that your spending limit is determined by the amount of money that you have loaded onto the EntroPay Virtual Card. Best of all, because it's not a credit card, there are no finance charges, no late fees, nor accumulation of debt.

    11. EntroPay is prepaid. This removes credit risk and therefore means it can be given to anyone irrespective of their credit-worthiness. Prepaid also assists users to control their spending. With EntroPay neither personal information nor credit card details are given to the merchant, thereby increasing your security and confidence to spend.

      Today, many financial transactions use mechanisms that offer little security or privacy protection, such as credit/debit cards or simple password schemes. Most online purchases use credit/debit cards. In the process, consumers often reveal card numbers and personal information to unknown merchants. Anyone observing card information can use it to make additional purchases and cause you a significant amount of hassle. We have invested years of experience and research into making sure EntroPay protects you.

    12. We trust that you appreciate the importance of EntroPay account security. We monitor all accounts for suspicious activity and as required by our regulators and as a result we might need to temporarily block some of your EntroPay account functionality. The reasons we block an account vary depending on individual circumstances and we do not take this measure unless it is absolutely essential.

      If this happens to you we will ask you to send in personal and financial identification documentation in order for us to reactivate the account. We trust that you appreciate the importance of maintaining high levels of security and thank you for your understanding.

  2. EntroPay Account - General Questions

    1. No, your EntroPay Account is not a bank account. An EntroPay Account allows you to fund and create prepaid EntroPay Virtual Visa Cards only - you cannot carry out normal banking transactions such as writing cheques or setting up standing orders / direct debits etc.

    2. Anyone over 18 years of age who owns a personal credit or debit card can open an EntroPay Account. We accept applications from most countries apart from the United States and reserve the right to carry out customer identification checks. For more information, please see our Terms of Use.

    3. There are no monthly or annual fees with an EntroPay Virtual Card. Our only fee is the 4.95% charge on each amount loaded onto an EntroPay Virtual Card. There are no hidden fees.

      Return funds from EntroPay Account to personal credit/debit card: we charge a GBP3/USD6 fee as outlined in our Terms and Conditions.

      There is no minimum withdrawal amount. Your balance must however be sufficient to cover the GBP3/USD6 withdrawal fee.

    4. Your EntroPay Account is funded with your regular credit or debit card. You are in fact loading funds directly onto an EntroPay Virtual Visa Card. Once you open an account, you will automatically have a 'Default EntroPay Virtual Card' but you can create more cards later on and choose which card to load funds on to. To load funds on to your EntroPay Virtual Card(s), please follow these steps:

      1. Log onto your EntroPay Account and click on 'EntroPay Cards' tab
      2. From the drop down box select the card you would like to load & click the load button.
      3. Enter the amount you wish to load
      4. Select the Funding source and click 'Next'
      5. Confirm all the details and click 'Submit'.
    5. Yes, you can have more than one Funding Source (personal credit or debit card) registered with your EntroPay Account.

    6. No, EntroPay does not offer joint accounts. EntroPay will not be held responsible for any unexpected or fraudulent activity arising from any such circumstances.

    7. No. You may create only one EntroPay Account.

    8. No. The funds held in your EntroPay Account currently do not earn any interest.

    9. No, the operating currency of your EntroPay Account cannot be changed.

      The EntroPay Account operates in GBP, USD or EUR. You can use our Currency Converter (available whenever a balance is shown on-screen) to show you information in other currencies.

      You can use your EntroPay Virtual Card to make purchases in any currency though - just as you can use internationally-accepted credit cards to make payments abroad.

      Note: If your personal credit/debit card is denominated in EUR, SGD, HKD or any other currency you can make a GBP or USD Load to EntroPay and your bank will then convert it to your local currency and charge your card in that currency. In such cases there might be a small foreign exchange charge imposed by Visa International which is outside our control.

    10. To ensure that you are securely connected to the EntroPay website at login, you should always look for these security indicators:

      1. A padlock in the lower-right corner of your web browser window. If you double click this padlock you should find a valid certificate information issued to www.entropay.com
      2. A web address in the top address bar of your web browser window that starts with https:// (the 's' indicates a secure connection).

      Once you have established a secure connection to our website, all data is securely encrypted before it is sent.

    11. To view your EntroPay Account transaction history, please follow these steps:

      1. Log onto your EntroPay Account and select the 'EntroPay Cards' tab at the top of the page.
      2. From drop down menu select the EntroPay Virtual Card you would like to view.
      3. Click the Statement button and then select the date from the drop down menu.
    12. The best and safest way to contact us is through our secure messaging facility - to do this, log on to your EntroPay Account and send us a secure email via the Help Desk:

      1. Click 'Help Options' tab at the top of the page
      2. Click 'Create Help Desk Ticket'
      3. Enter your message, click Preview and then click 'Submit ticket'.

      You can also contact us by email. NOTE: If contacting us by email, DO NOT include personal information such as your EntroPay Virtual Card number, personal credit card number or password as email is not a secure method of contact. We would advise you to use the Help Desk ticket system where at all possible.

      Whichever way you chose to contact us, our customer service representatives will answer your query within 24 hours.

      If you would like to contact us by post / regular mail with a question, please send your correspondence to the address below:

      Ixaris Systems Ltd
      EntroPay Enquiries
      Lasenby House
      32 Kingly Street
      London W1B 5QQ
      United Kingdom

      NOTE: When contacting us by regular mail, please DO NOT include personal information such as your EntroPay Virtual Card number, personal credit card number or password unless we direct you to do so.

    13. Click 'Help Options' tab at the top of the page, click 'Agent reply' and read your message.

  3. Getting Started

    1. To apply for an EntroPay Account, go to www.entropay.com and click 'Register'. Just follow the instructions and fill out the registration form.

      Notes: The username must be at least 6 characters long (example: nickoo) The password must be at least 6 characters long and must contain both letters and numbers (example: koala5). Both username and password are case sensitive (i.e. A is considered different from a).

    2. To set up an EntroPay Account, you must provide certain personal details and choose a username and password. You must also provide details of a personal credit or debit card, which you will use to load funds on to your EntroPay Virtual Card.

    3. It is very easy to register for an EntroPay Account. In most cases it takes only a few minutes to sign up and get started.

    4. A Funding Source is a term we use for the credit or debit card which you use to deposit funds into your EntroPay Account for use on your EntroPay Virtual Visa Card.

      You register your Funding Source once and then reuse whenever required.

      We currently support all major credit/debit cards.

    5. To activate your account please follow these steps:

      • Once you have completed the Registration Form you will receive an email containing a link and the activation key
      • Click on the link which will take you back to EntroPay where you will be asked to enter your password
      • Upon entering your password you will be asked to confirm your email address and your EntroPay Account will activate.

      Note: Make sure you enter a valid email address or you will not be able to activate your EntroPay Account.

      Due to certain ISP anti-spam and junk mail filters some emails may be directed into your junk mail folder. In that case, please make sure to check the junk mail folder for your EntroPay activation email and set your email program to accept emails from entropay.com.

  4. EntroPay Virtual Card - General Questions

    1. No. A card with the Visa logo can be a credit or debit card - EntroPay Virtual Visa Cards are branded and categorized by Visa as 'Visa Classic Debit'.

    2. EntroPay allows you to create virtual Visa cards that are very similar in use to regular credit or debit cards. You use EntroPay Virtual Visa Cards to purchase online just as you would use credit or debit cards: you go to the web-shop, choose the product or service you need and enter the EntroPay Virtual Card details at the site checkout pages (usually you are asked to supply card number, expiry date and cardholder name).

      In your EntroPay Account, you are given a set of numbers on-screen: card number, expiry date and security digits (or the 'CVV') which are known only to you. With EntroPay, you can make payments without revealing any personal information to merchants, unlike when you use your regular credit or debit cards or paper cheques. You can even use a different EntroPay Virtual Card every time you wish to pay a merchant for a separate transaction.

    3. Just register for a free EntroPay Account and you will be able to do the following:

      Fund your EntroPay Virtual Card by loading funds from your personal credit/debit card - also called 'a Funding Source'.

      Pay online or over the phone with your EntroPay Virtual Card.

    4. There are no monthly or annual fees with an EntroPay Virtual Card. Our only fee is the 4.95% charge on each amount loaded onto an EntroPay Virtual Card. There are no hidden fees.

      Return funds from EntroPay Account to personal credit/debit card: we charge a GBP3/USD6 fee as outlined in our Terms and Conditions.

      There is no minimum withdrawal amount. Your balance must however be sufficient to cover the GBP3/USD6 withdrawal fee.

    5. Yes, there is a limit on how much you can load onto an EntroPay Virtual Card. This limit depends on various factors but is always clearly shown when you go to the Load Card page.

    6. EntroPay Account deposits are usually billed as a purchase. However, your bank may choose to bill EntroPay deposits as a cash advance. This choice is entirely beyond our control.

    7. If a merchant makes a refund, it will be credited to the EntroPay Virtual Card you used to make the original purchase.

      If this would cause the balance of that card to exceed the balance limit, the excess amount is credited to your default card instead. If this would cause the balance of your default card to exceed its balance limit, any excess amount will be held as Pending Credit until it can be credited to your default card.

      If you have destroyed the EntroPay Virtual Card that you used when making the purchase, the refund will be credited to your default card, with any excess held temporarily as Pending Credit if your default card cannot hold the entire refunded amount.

    8. When your EntroPay Virtual Card has reached its funding limit, any funds waiting to be added to your EntroPay Virtual Card will be marked as Pending Reclaims. Once you have freed some funds on your EntroPay Virtual Card, the funds marked as Pending Reclaims will be credited to your Default EntroPay Virtual Card.

    9. Log in to your EntroPay account, click the 'EntroPay Cards' menu tab, ensure you have the correct EntroPay Card selected, and then click the 'View Statement' button.

  5. EntroPay Plastic Card - General Questions

    1. An EntroPay Plastic MasterCard is a physical pre-paid debit card with Chip and PIN technology. It is reloadable through your EntroPay account and can be used for online transactions, point-of-sale purchases and withdrawals at ATMs worldwide.

      1. Log into your EntroPay account
      2. Look for the offer "Get a Prepaid EntroPay Plastic MasterCard" and click 'Apply Today'
      3. Click "Next"
      4. Verify the name that will be on the card is correct and make sure a complete and accurate delivery address is entered
      5. Accept the 'Additional Terms of Use' and click "Next"
      6. The application fee will be deducted from the funds on your EntroPay Virtual card. If there are insufficient funds on your Virtual card, the fee will be charged to your Funding Source and the CVV number on your card will need to be entered.
      7. Click "Submit"

      After the application is submitted, the card and a unique PIN (Personal Identification Number) will be sent to you separately by regular mail within 3 to 4 business days.

      Please note that receiving an EntroPay Plastic MasterCard is subject to approval. If your application is declined, the Card Application Fee will be refunded.

    2. The length of the name on an EntroPay Plastic MasterCard may only be up to 21 characters (letters and spaces).

    3. There are some restrictions as to where we can ship our Plastic card and where eligible cardholders can reside. These limitations are requested by our banking partners.

      Currently, we are unable to ship our Plastic card to the following countries:

      Sudan, Democratic People's Republic of Korea, Belarus, Israel, Cuba, Iraq, Islamic Republic of Iran, Myanmar, Turkmenistan, Turkey, Liberia, C�te d'Ivoire, Nigeria, Sao Tome and Principe, Syrian Arab Republic, Pakistan, Democratic republic of Congo, Zimbabwe, Uzbekistan, Haiti, and Democratic Republic of Congo

    4. Anywhere MasterCard is accepted: shops, pubs, hotels, restaurants, supermarkets, etc. You can also use it as a payment for online transactions and to withdraw cash at ATMs worldwide.

    5. No, EntroPay Plastic cards can only be used at ATMs that are MasterCard approved.

    6. At most retailers, cashiers will take your EntroPay MasterCard and insert it in the POS (Point of Sale) terminal. They will then leave your card in position (parked) while they ask you to enter your PIN. Once the transaction has been authorised, they will return your card to you with the receipt. In countries where chip & PIN technology isn't used, your card will still work since the card still has a magnetic stripe.

      Be sure to keep your PIN private. Never tell a shop assistant your PIN number and ask them to enter the number for you.

    7. You can use your card worldwide. Chip and PIN cards that carry the international card scheme logos are accepted by overseas retailers and ATMs. If a country you are visiting has Chip and PIN, you will be asked to enter your PIN when making a purchase. If a country has not yet upgraded to the technology, you will be asked to provide a signature instead.

    8. Changing your PIN may be an option at ATMs that support MasterCard, however it may not be available at all ATMs.

    9. The 4 digit PIN will work at a MasterCard approved ATM. Simply enter the 4 digit PIN and press "Enter".

    10. Deliveries to some countries may take longer. If you have not received your card within 28 business days, please contact EntroPay Customer Support at support@entropay.com.

    11. The cards are sent via regular post by Royal Mail, UK.

    12. Unfortunately, there is no way to track them since they are sent via regular post.

    13. No, we currently do not offer courier service/registered mail.

    14. When you receive your card, log into your EntroPay account and follow the online instructions to activate it. This protects your card from unauthorized use.

    15. You may load funds onto your EntroPay Plastic Card either through a transfer from your EntroPay Virtual Visa card or by loading funds directly from your personal credit card.

      To load funds to your Plastic Card follow these steps:

      • Log into your EntroPay Account
      • Select the "EntroPay Cards" tab
      • Select the card you wish to load funds to from the drop down list
      • Click "Load Card"
      • From the drop down list, select the Virtual card you wish to transfer funds from
      • Enter amount
      • Click "Next" and follow the instructions

      NOTE: If the balance on your Entropay Virtual card will not cover the minimum load amount, you will not be able to click the "Load" button. Please add funds to your Virtual card to cover the transfer and then complete the load to your Plastic card.

    16. Send an email to our customer support team at support@entropay.com and they will reset your PIN.

    17. No. The funds loaded to your Plastic card currently do not earn any interest.

    18. No. There is no government tax on funds loaded onto an EntroPay Plastic MasterCard.

    19. The Card & PIN delivery charge is USD9.99/GBP4.99/EUR7.49.

    20. The minimum deposit is USD1/ GBP1/ EUR1.

    21. The maximum deposit is USD5000/GBP2500/EUR3750.

    22. An EntroPay Plastic card may only be loaded twice per day.

    23. You may withdraw up to USD1000/GBP500/EUR1000 per day. Remember that only a MasterCard approved ATM may be used. Note that these limits may differ among ATMs.

    24. No. POS (Points of Sale) purchases are free of charge.

    25. Yes, charges do apply just like a credit or debit card. Fees for ATM withdrawals are USD2.49/GBP1.25/EUR1.99. Foreign exchange fees on ATM withdrawals are 2%.

    26. There is a failed ATM or POS fee of USD0.49/GBP0.25/ EUR0.39.

    27. Unfortunately, that option is currently not available.

    28. The EntroPay Plastic card is valid for 2 years.

    29. Yes, we will send you a new Plastic card when your card is due to expire.

    30. No, there is no monthly fee to have an EntroPay Plastic MasterCard.

    31. A fee of GBP4.9/ EUR7.49/USD9.99 is charged to issue a replacement card.

    32. A fee of GBP0.99/ EUR1.49/ USD1.99 is charged for a replacement PIN.

    33. Yes, a fee of GBP0.10/EUR0.15/ USD0.20 is assessed to transfer funds from an EntroPay Virtual Visa card to a Plastic card.

    34. No, an EntroPay Plastic card cannot be the default card.

    35. While the EntroPay Plastic card offers many of the conveniences of a credit card it is actually a prepaid debit card that is reloadable through your EntroPay account. For this reason, we do not conduct credit checks when issuing the card and can offer users a faster application and approval process.

    36. If your EntroPay Plastic MasterCard has been lost or stolen, please call this number immediately:

      +44 (0)20 3070 1244

      You can also log into your account, click the "Account Settings" tab and follow the lost/stolen card process.

    37. Yes, you may receive refunds back to your Plastic card just like you would a credit or debit card.

    38. No, you are currently unable to transfer funds from your Plastic card back to your EntroPay Virtual card.

    39. Yes, money may be refunded back to your Funding Source, however the amount cannot be larger than the original deposit.

    40. No, only one Plastic card can be associated with an EntroPay account.

  6. Dynamic Currency Conversion (DCC)

    1. Dynamic Currency Conversion (DCC) allows you to secure a competitive exchange rate and know the exact total being charged to your funding source, in your selected currency, before completing an EntroPay deposit. With DCC, you no longer need to guess the amount that will appear on your bank or credit card statement.

    2. Visa and MasterCard currently offer dynamic currency conversion in only the 14 currencies listed. Additional currencies made available in the future will be also offered to EntroPay users through our Dynamic Currency Conversion tool.

    3. Your transaction history will display any deposits you have made using Dynamic Currency Conversion in two currencies: 1) the one used for your EntroPay account (EUR, GBP or USD), and 2) the one you selected for your funding source.

    4. Yes, your transaction history will display a refund in the currency you originally selected as well as the one used for your EntroPay account (EUR, GBP or USD).

    5. While the rates we do offer through Dynamic Currency Conversion are quite competitive, they do fluctuate based on current foreign exchange rates.

    6. This information is updated every 8 hours.

  7. Bank Transfers

    1. No, bank transfers may take up to 7 business days to be processed due to varying clearance times among banks.

    2. You may transfer funds to your EntroPay card via a bank transfer by following these steps:

      1. Log into your EntroPay account and click on the 'EntroPay Cards' tab
      2. Click 'Load Card' and select 'Bank Account' from the drop down menu
      3. Enter deposit amount, select bank country and enter your bank details
      4. Click "Next" and note the instructions on the screen. (You can use online banking, telephone banking or go to your local branch using the instructions provided)

    3. There is a 3.95% charge assessed for each amount loaded to an EntroPay Virtual card via bank transfer. Please contact your bank to determine whether additional charges apply.

    4. IBAN numbers are mainly available in European countries. If your bank does not have such a number, please leave the field blank.

    5. You may withdraw funds from your EntroPay card back to your bank account by following these steps:

      1. Select the EntroPay Card you wish to transfer funds from and click 'Transfer Funds'
      2. Enter withdrawal amount and click 'New Bank Account'
      3. Enter your bank account details and click 'Next'

    6. There is a GBP1.49 / EUR1.99/ USD2.99 fee for each amount withdrawn from your EntroPay Virtual card via bank transfer to an account in the following countries:

      Aland Islands, Austria, Azores, Belgium, Bulgaria, Canary Islands, Cyprus, Czech, Denmark, Estonia, Finland, France, French Guinea, Germany, Gibraltar, Greece, Guadeloupe, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, , Malta, Martinique, Netherlands, Norway, Poland, Portugal, Reunion, Romania, Singapore, Slovak, Spain, Sweden, UK

      The fee for withdrawals to accounts in all remaining countries is GBP7.99 / EUR9.99/ USD14.99 on each amount withdrawn from your EntroPay Virtual card via bank transfer.

      Please contact your bank to determine whether additional charges may apply.

    7. Please send an email to EntroPay Customer Support at support@entropay.com with the following details:

      1. Unique reference Number (always begins with IXS**********)
      2. Date of transaction
      3. Amount transferred
      4. Selected currency
      5. IBAN/Swift number
      6. Transaction method (e.g. internet banking, telephone banking)
      7. Name of the bank the transfer originated from
      8. Proof of deposit (normally obtained from your bank).

    8. Unfortunately, no. To open an EntroPay account, you will need to register a debit/credit card as your primary funding source. However, once your account is activated, you will have the option of using the bank transfer service for future deposits.

    9. No, banking regulations in certain countries prohibit online transactions so this service may not be available to all EntroPay users. Bank transfers to/from the following countries are currently unavailable:

      Afghanistan, Belarus, Cote D'Ivoire, Cuba, Iran, Iraq, Lao, Liberia, Libya, Myanmar, Nauru, North Korea, Pakistan, Palestine Territory, Principe, Sao Tome, Sudan, Syria, Turkmenistan, Turkey, Uzbekistan, Yemen, South Africa

  8. Managing Your Account

    1. To add a new Funding Source please follow these steps:

      1. Log onto your EntroPay Account
      2. Click on 'Funding Sources' Tab
      3. Click on 'Add New Source' and follow the on-screen instructions.
    2. Some EntroPay Accounts may have daily deposit limits depending on the currency in which they operate. You will be informed of your account limits once you start operating your EntroPay Account.

    3. Yes. To change your email address please follow these steps:

      • Log onto your EntroPay Account
      • Click on 'Account Settings' tab at the top of the page
      • Then click 'Change Personal Details' and follow the instructions

      (Note: You must enter the email address you used when you registered with EntroPay)

      1. Log onto your EntroPay account
      2. Click on the tab 'Account Settings'
      3. Select the option 'Change Password'
    4. If you are unable to answer the security questions you will have to contact our Customer Support. You will be requested to provide a copy of your ID card or passport and a copy of a recent bank statement on which your name and address are clearly visible.

    5. To load more funds onto one of your EntroPay Virtual Cards please follow these steps:

      1. Log onto your EntroPay Account and click on 'EntroPay Cards' tab
      2. From the drop down box select the card you would like to load & click the load button
      3. Enter the amount you wish to load
      4. Select the Funding source and click 'Next'
      5. Confirm all the details and click 'Submit'.
    6. To create an EntroPay Virtual Card please follow these steps:

      1. Log onto your EntroPay Account and click on the 'EntroPay Cards' tab
      2. Then click on 'Create Card' and follow the onscreen instructions.
    7. To reuse your EntroPay Virtual Card please follow these steps:

      1. Log onto your EntroPay Account and select the EntroPay Virtual Card you wish to load
      2. Click on the 'Load Card' button and follow the onscreen instructions.
    8. To delete a Funding Source please follow these steps:

      1. Log onto your EntroPay Account and click on the 'Account Settings' tab
      2. Click on 'Delete Funding Sources' button and from the drop-down menu select the Funding Source you wish to delete
      3. Click on the 'Next' button and then click 'Submit'

      Note: Please note that this operation cannot be undone and should you wish to use the deleted Funding Source again you will have to re-register the card.

    9. We do not provide an address with EntroPay Virtual Cards.

      When making payments with EntroPay Virtual Cards note that you may input any address and name however as some merchants may insist on verifying orders manually we do suggest you enter your own name/address.

    10. Yes. To transfer funds between your cards please follow these steps:

      1. Log into your EntroPay account and select the 'EntroPay Cards' Tab at the top of the page.
      2. Choose the card you wish to transfer funds from by using the drop down box and click on the 'Balance Transfer' option
      3. Select the card you wish to transfer funds to by using the drop down box and enter the amount
      4. Click 'Next', confirm the details and click 'Submit'
    11. No, EntroPay does not currently support this feature.

    12. To destroy your EntroPay Virtual Card please follow these steps:

      1. Log onto your EntroPay Account and click on 'Account Settings' tab
      2. Click on 'Destroy a Card' button and from the drop-down menu select the card you wish to destroy
      3. Click 'Next', confirm the details and click 'Submit'

      Notes: Once you destroy your EntroPay Virtual Card any remaining funds on the card (after any outstanding purchases have been settled) will be automatically credited to your Default EntroPay Virtual Card which can take up to 30 days. This is because Visa International allows merchants up to 30 days to settle a charge.

      Do not destroy your EntroPay Virtual Card unless you are sure that you do not wish to use it again.

      Once a card is destroyed you will not be able to load or re-use this card.

      Do not destroy your EntroPay Virtual Card if you are expecting a refund from a merchant to be credited back to that card! Although the funds are credited to your Default EntroPay Virtual Card, that card still needs to be active in order to receive a refund.

    13. To view your Funding Source transaction history please follow these steps:

      1. Log onto your EntroPay Account and select the 'Funding Sources' tab at the top of the page
      2. Select which Funding Source you would like to view from drop down menu
      3. Click the Statement button and then select the month you would like to view from the drop down menu.
    14. An EntroPay Virtual Card may expire, however if you reuse it the expiry date will be extended for another year from the date of reuse (on a monthly basis). So, EntroPay Virtual Cards never really expire.

    15. Your EntroPay Account balance is updated as follows:

      • Whenever you load your EntroPay Virtual Card, the balance adjusts immediately.
      • Whenever you destroy your EntroPay Virtual Card, it can take from 1 to 30 days for the EntroPay. Account balance to update; this is due to delays in the Visa network beyond our control.
      • Purchases on EntroPay Virtual Cards do not show in real time, but only reflect on your account transaction history a few days after the actual purchase date. This is the way a normal credit card works; you have a credit limit and when purchase something, the purchase amount is only seen on your statement a few days later.
    16. You may request a Return of Funds back to your credit/debit card. To request the return of funds please email our Customer Service stating the last 4 digits of your credit/debit card number, the amount you wish to withdraw and your EntroPay username.

      Kindly allow a few days for the return of funds to be processed due to banking clearances beyond our control.

      Note: To return funds from EntroPay Account to personal credit/debit card, we charge a GBP3/USD6 fee as outlined in our Terms and Conditions. There is no minimum withdrawal amount, but your balance must be sufficient to cover the GBP3/USD6 withdrawal fee.

    17. Due to money laundering regulations, wherever possible we insist that you receive the funds on the same card that you used to load the EntroPay Account in the first place. If this is not possible such as in the case of an expired personal credit card, then we may need you to provide us with identification documents such as a photocopy of the front and reverse side of the card you originally used on your account and a legible photocopy of a valid driver's license, passport, or other government issued ID. These procedures help us to provide protection for you as well as for EntroPay.

    18. Simply log in to your EntroPay Account - all your EntroPay Card balances are shown on the first screen that is shown.

    19. If a merchant makes a refund, it will be credited to the EntroPay Virtual Card you used to make the original purchase.

      If this would cause the balance of that card to exceed the balance limit, the excess amount is credited to your default card instead. If this would cause the balance of your default card to exceed its balance limit, any excess amount will be held as Pending Credit until it can be credited to your default card.

      If you have destroyed the EntroPay Virtual Card that you used when making the purchase, the refund will be credited to your default card, with any excess held temporarily as Pending Credit if your default card cannot hold the entire refunded amount.

    20. The funds will be credited to your Default EntroPay Card.

    21. Should you wish to close your Entropay Account, you need to send a request to our Customer Support.

  9. Troubleshooting

    1. If you can't login, please first make sure you are using the correct username and password.

      Keep in mind that you will have to type your password exactly the same way you have entered it in the registration form.

      For example: If you typed your password as HOMMer in your registration form when you login the next time you must type it as HOMMer and not hommer - please ensure you are aware if the CAPS lock key is in use.

      If you still cannot log in, please contact our Customer Support with answers to the following security questions:

      1. Your EntroPay Username
      2. Your full name
      3. Your email address (the one you have used to sign up at EntroPay)

      Once we have verified your details we will issue a new password to access your account.

      Note: You must send us the 'new password request' from your registered EntroPay email address (i.e. the email address you used when registering with EntroPay).

    2. You must be over 18 years of age to register for an EntroPay Account and individuals under this age are blocked from opening an account.

      Should you still encounter difficulties please review the registration form carefully and check for any errors, or contact our Customer Support.

    3. Your credit/debit card may have been rejected for various reasons. We have listed below the most common causes:

      • Insufficient funds available
      • Frequent use of the card for online transactions
      • Your card may not be authorised by the issuing bank for online transactions
      • Your card may have a daily/monthly spend limit.

      You may contact our Customer Support for further assistance.

    4. If you have forgotten your password, you will have to verify your identity by following the steps:

      1. Click on 'Forgotten Password?' link
      2. Enter your email address carefully and read the on-screen instructions
      3. You will now receive an email with further instructions
    5. The www.entropay.com website is best viewed with a modern browser such as Mozilla Firefox, Opera, Safari or Microsoft Internet Explorer version 6 or 7. If you are using an older browser we recommend you upgrade to benefit from better performance and security.

      You may browse the www.entropay.com website without enabling JavaScript. However, if you wish to sign up or login, you will need to enable JavaScript.

    6. This is a system error. Should you encounter this error please contact our customer support describing the process you were following when you got the error i.e. describe exactly what you are attempting to do and what selections you made just before the error was generated.

    7. If you encounter an error or any other inconsistency we would like to know about it.

      Please report any errors by e-mailing our Customer Support on support@entropay.com .

      It would be very helpful if you could send us a screenshot of the error you have encountered. If there is a specific error message or a sequence of events that produces the problem please write it down and let us know about it.

  10. Account Security

    1. When your funds are deposited with EntroPay, they are held in a client funds' segregated account (separate from the company's bank account) so that your funds are fully protected.

      EntroPay is certified by the Financial Conduct Authority of the United Kingdom and Ixaris Systems Ltd has been granted certification by the UK Financial Conduct Authority as a small e-money issuer. Financial Conduct Authority regulation means that EntroPay must comply with a whole set of regulatory requirements regarding asset/liability and float management and consumer protection as well as risk prevention. Should you wish to see independent evidence of this certification you can visit the UK Financial Conduct Authority site.

      We treat all information given by you in confidence and in accordance with the UK Data Protection Act 1998. We will not disclose such information to any third parties except (a) where required or permitted by law; or (b) where your consent has been received.

      EntroPay is fully secured. Your account login, personal details and all money transactions are fully secured with 128 bit encryption; this means that your private information such as financial transactions and registration details are encoded in unreadable text - from your computer, to us, and then back to you. We have made sure that all EntroPay.com site members' account information is secure and safe from hackers.

      We have fully secured the EntroPay.com website using Geotrust.com, a leading global Certificate Authority that specializes in securing e-business transactions. Their patented smart seal technology provides fast and reliable website identity authentication. Look for the little gold lock on the lower right side of your browser when logging into the Login section and other secure pages. This proves that the viewed pages are encrypted and protected with Geotrust's secure digital certificate.

      Another indication of a secure connection is the addition of the letter 's' to http: found in URLs. When you see the letters https: in the URL of the web site you are visiting, you can be sure that your connection is secure.

    2. A key area of online security is encryption, which means that any communication between you and EntroPay.com is written in a code. Therefore, as your details travel over the Internet they will appear unreadable and meaningless to anybody 'reading' in - in the unlikely event that someone was able to monitor the information traffic between you and our server, they would possess no means of comprehending it.

      Once your data gets to us, it is contained behind secured networks and is only accessible to a limited number of employees with unique access rights. We ensure that 100% of each customer's balance is available for immediate withdrawal, subject to verification.

      EntroPay Virtual Card numbers are generated 'on-the-fly' using hardware cryptographic devices. And yes, this is military level security. No other pre-paid card is built this way. EntroPay Accounts may only be accessed with a unique Account username and password. Your Account username and password ARE NOT stored on your computer and must be entered each time you wish to access your account. Your password is stored on our server in an encrypted format, which even EntroPay staff may not see. Therefore, in the event that you lose your password, we have no means by which to retrieve it, and hence you must properly authenticate yourself to us so that we may issue you with a new password to access your account.

      For your protection, login sessions expire after 30 minutes of inactivity. We use identity verification services and real-time fraud detection measures to help protect you from unauthorized use of your accounts. We also monitor account activity for signs of unusual activity or suspicious patterns that might indicate fraud and work with collection agencies and law-enforcement agencies to address fraud issues.

    3. Should you notice an unauthorised transaction in your EntroPay Account History you must contact the merchant in question and verify that the payment is not authorised. If the merchant has made a mistake, ask them to refund the Visa transaction in question. If the merchant refuses to co-operate, please report the issue to our customer support immediately.

    4. Yes. You are able to freeze all activity on your account and still log in. To lock your account, follow these steps below.

      1. Log onto your EntroPay Account and Select the 'Account Settings' Tab at the top of the page.
      2. Click on the 'Lock Your Account' option and confirm by clicking Lock Account.

      To unlock your account, please contact our Customer Support.

    5. 3D Secure is a new technical standard developed by Visa and MasterCard to further secure transactions over the Internet.

      MasterCard brand their system as 'MasterCard SecureCode' and Visa calls theirs 'Verified by Visa'. Both are available through acquirers.

      For more information on Visa, please visit this page.

      For more information on MasterCard, please visit this page.

    6. We take the security, privacy and safety of all data very seriously. Each account's data is held completely separately from all other account data. You cannot see anyone else's data from your account and no one else can see your data.

      All accounts are protected by passwords; these are chosen by you and may be changed by you at any time. Passwords are encrypted and even EntroPay staff cannot read them. This is the reason why we cannot retrieve your password and have to issue you with a new one if you cannot recall it. All data is backed up every night. EntroPay has taken all reasonable measures to ensure the physical security of data and is constantly reviewing its procedures with regards to preventing losses through fire, theft and accidental damage. The EntroPay service is protected by state of the art firewalls and virus detection systems to protect data from unauthorized access and tampering. These systems are under constant review and are kept up to date with software patches to close potential loopholes in security as they are discovered by the manufacturers. Under no circumstances will EntroPay disclose the nature of its protection systems to anyone not directly authorized by EntroPay.

    7. We only use your personal information to help us administer your account, to improve our services to you and to provide you with products you have requested. We do not give, rent or sell your personal information to any organization or individual.

    8. If you believe that your EntroPay Account password has been compromised or that your account has been accessed without your permission, you should change your password online immediately and inform our Customer Support. You should treat your EntroPay Virtual Card as if it were cash. Guard the EntroPay Virtual Card numbers the same way you would do with cash or any other credit card. Your liability is always limited to the amount you have loaded on your EntroPay Virtual Card. This means that if you load an EntroPay Virtual Card with just enough funds to cover the purchase you do not run the risk of any significant losses. If you believe that your EntroPay Virtual Card has been compromised you should destroy it immediately.

    9. EntroPay will NEVER ask you for your password in an email. Also make sure that when you type your password in, the address in your browser starts with https://

      Phishing is the nickname for an email scam in which the sender forges an email to look as if it is sent from a legitimate company or financial institution. These fraudulent emails often ask that you reply with personal or account information or they may link you to a phony site that asks you to submit such information. Recent scams have also included attachments and contained instructions for downloading files or installing software. If you receive an email that appears to be from EntroPay but looks suspicious in any way, DO NOT respond, provide information or open any attachments. Instead please immediately notify our Customer Support. We may ask you to provide some information about the email, such as the sender's address, subject line or any attachment names.

    10. There are several things that you can look for that may help to reveal if a suspicious email or website is a scam:

      • Be suspicious of emails that contain any urgent requests for personal financial information such as usernames, passwords, account numbers, social security numbers, etc.
      • Often, the phony email or website will contain misspelled words and other obvious mistakes in wording, grammar, punctuation, and sentence structure.
      • Phony emails are typically NOT personalized with your name.

      Many of these scams will ask you to update your records in order to keep your account from being suspended or closed, or because of so called changes in a privacy policy.

      If you ever notice a suspicious email or a website, please notify our Customer Support immediately. DO NOT respond to the suspicious email, DO NOT provide information, DO NOT click on any attachments, and/or DO NOT download any files or software.

    11. EntroPay will NEVER ask you for your password in an email. Also make sure that when you type your password in, the address in your browser starts https://

      If you ever notice a suspicious email or website, please notify our customer support immediately.

      DO NOT respond to the suspicious email, DO NOT provide information, DO NOT click on any attachments, and/or DO NOT download any files or software.

    12. We trust that you appreciate the importance of EntroPay account security. We monitor all accounts for suspicious activity and as required by our regulators and as a result we might need to temporarily block some of your EntroPay account functionality. The reasons we block an account vary depending on individual circumstances and we do not take this measure unless it is absolutely essential.

      If this happens to you we will ask you to send in personal and financial identification documentation in order for us to reactivate the account. We trust that you appreciate the importance of maintaining high levels of security and thank you for your understanding.

  11. About EntroPay

    1. EntroPay has been developed and is operated by Ixaris Systems Ltd, a UK registered company (registered no. 4072405).

      Contact address:

      Ixaris Systems Ltd
      EntroPay Enquiries
      Lasenby House
      32 Kingly Street
      London W1B 5QQ
      United Kingdom

      Ixaris Systems Ltd is certified by the UK Financial Conduct Authority to issue electronic money for EntroPay.

    2. Buying power - you can shop securely online or over the telephone wherever Visa is accepted.

      Security - protection against credit card fraud and being charged too much by a merchant.

      Privacy - online statements only; purchase history remains private.

      Instant funding - deposit funds to your EntroPay Account with your Visa or MasterCard credit/debit card, Solo, Maestro, Delta or Visa Electron.

      Convenience - online transaction history and account balance reports.

      No interest, annual fees or security deposit - since the EntroPay Visa is a prepaid Visa Card you will never pay any charges.

      Trust - EntroPay is operated by Ixaris Systems Ltd a UK registered company (no. 4072405). Ixaris Systems Ltd is certified by the Financial Conduct Authority and holds a small e-money issuer certificate.

    3. The best and safest way to contact us is through our secure messaging facility - to do this, log on to your EntroPay Account and send us a secure email via the Help Desk:

      1. Click 'Help Options' tab at the top of the page
      2. Click 'Create Help Desk Ticket'
      3. Enter your message, click Preview and then click 'Submit ticket'.

      You can also contact us by email. NOTE: If contacting us by email, DO NOT include personal information such as your EntroPay Virtual Card number, personal credit card number or password as email is not a secure method of contact. We would advise you to use the Help Desk ticket system where at all possible.

      Whichever way you chose to contact us, our customer service representatives will answer your query within 24 hours.

      If you would like to contact us by post / regular mail with a question, please send your correspondence to the address below:

      Ixaris Systems Ltd
      EntroPay Enquiries
      Lasenby House
      32 Kingly Street
      London W1B 5QQ
      United Kingdom

      NOTE: When contacting us by regular mail, please DO NOT include personal information such as your EntroPay Virtual Card number, personal credit card number or password unless we direct you to do so.