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FAQ | Carga y Paga – Tu tarjeta prepago

FAQ

1. Why choose Carga y paga®?

Carga y Paga® Prepaid Cards is a trade name of the company PCMS LTD, as a corporate partner of Lamda Card Services Ltd, which has a PCI DSS level 1, which is the highest level of safety in the card industry.

LAMDA Card Services Ltd is authorized by Euronet 360 Finance through the Financial Services Authority of the United Kingdom to use an e-money license, with the parallel contribution of the Central Bank of Cyprus. These regulations mean that LAMDA Card Services Ltd, as well as Carga y Paga® must comply with various checks and regulatory requirements regarding our cardholders’ protection and privacy, anti-fraud and risk prevention.

We offer the flexibility to our clients to pick a card that satisfies their needs and in house Customer Service advisors to deal with any of their queries or issues.

 Carga y Paga® cards are prepaid cards; This eliminates the risks of overspending and decreases the risk of credit card theft.

Our Development Department has worked for years to develop a secure system for your use.

2. What is Carga y paga® Card?

Carga y Paga® Card is a card account which operates like a debit card and offers its cardholder all the benefits of a bank, without being linked to a bank account. It is used for online and in store purchases as well as ATM withdrawals all over the world.

A cardholder has many benefits including easy access to transaction reports and card balances, anonymity and security, easy loading and immediate fund availability, low fees and flexibility.

3. What types of cards are there?

Carga y Paga® cards could be: CLASSIC and PREMIUM cards in EUR and USD.

CLASSIC Card and PREMIUM with Chip & PIN MasterCard ® cards can be used in automated teller machines associated with the MasterCard ® network. Where Chip and PIN technology is not used, the card will work with the magnetic stripe.

All information regarding charges and limits can be found in our Terms and Conditions.

4. What is Carga y paga® account?

It is an account created by the user on www.cargaypaga.com , associated with Lamda Card Services Ltd as array. It is easily created in a matter of minutes through “Create a new Online account” and filling in a requested information:  name, address, date of birth, nationality, phone number and your email address.

Cards purchased for the first time at points of sale have to be activated from the website according to the instructions.

Within the account options, the user has access to detailed information about the movements, the balance of your card and the possibility of improving the category of your card from classic to PREMIUM.

The user will have access to its account through the data supplied at the time of your registration: username (which is your email address) and password.

Note: The password must contain between 8 and 30 characters and at least one lowercase letter, one uppercase letter and one digit. Special characters are not allowed.

5. Is Carga y paga® account a bank account?

No, it is not a bank account. Carga y Paga® cards are not linked to any bank accounts and they are card accounts. Only the cardholder has access to their transaction reports through their account on www.cargaypaga.com.

6. Do you need a bank account to purchase a Carga y paga® Card?

No. However, when a card is ordered online through your account, before it is sent for embossing the card creation fee must be paid for.

7. Who can apply for a Carga y paga® Card?

Any person of legal age can request a Carga y paga® Card. Lamda Card Services Ltd as array, reserves the right to to carry out identification checks.

8. What are the benefits of a Carga y paga® Card?

Carga y Paga® cards are secure and anonymous. They are reloadable 24/7 365 days a year and money is safely deposited in the Bank of America Merrill Lynch branch in London.

There are no hidden fees or charges and overspending is not possible as the cards are prepaid.

9. What to do if you have any questions?

Most of your queries will be answered through this section. However, do not hesitate to contact service to customer via email: customer@cargaypaga.com , by telephone: + 357 22008248 or through our website www.cargaypaga.com  on the button “Contact us”, filling in the form of doubts and questions.

If you have a customer account, can make the query through the “Help” section > “Technical support” of our web www.cargaypaga.com . All responses will be uploaded in the section: “Technical support service”.

Note: If you contact us via email, do not include any information regarding the full card number, CVC2 code or password.

Whichever method of contact you choose, our customer service representatives will get back to you within 24 hours.

10. Do I earn any interest by depositing my money in the account of Carga y paga® Card in PCMS?

No interest is payable, they are prepaid cards.

11. Where is Carga y paga® situated?

Carga y paga® as brand name of PCMS is situated at:
Arch.Makariou III – Eagorou, 1-7
MITSI 3, 1st floor, Flat/Office 102
1065, Nicosia, Cyprus

12. How can I get a Carga y paga® Card?

You can be purchased through any of the following options:

-Acquiring directly in one of more than 15,000 authorized points of sale. For more information on the points of sale, refer to our website www.reloadandpay.com.

-You can also create a customer account at www.cargaypaga.com . Then request your card following these steps:

After confirm their data, accept the terms and conditions and pay the cost and the shipping of your card, you will receive your card in the address indicated.

13. What is the cost for me?

All Carga y Paga® Cards are subject to a creation fee.
Please see the fee structures in our Terms and Conditions.
When purchasing a Carga y Paga® Cards from one of our selling points, these fees apply.

14. Delivery costs.

Cards and PINs will be sent through certified mail from our offices in Cyprus. The shipping price will be 35€ / 40 USD, where it is included the price of the card. This amount will be paid when you apply for the card through the website www.cargaypaga.com.

The forwarding of the card due to loss or theft, the authorization holder shall identify as card holder and will proceed to send it. The cost of this service is  8,00€ / 9,50 USD + Delivery charge.

15. How can I activate my card?

It is very easy:

  • When you buy a Carga y Paga® Card at an authorized point of sale, you must activate the card through the website www.cargaypaga.com , in the option “Activate a new card”. For the pre activation must provide the 16-digit card and an e-mail account. It will be sent an email providing a verification code to be used for the activation of the account. The next step is the registration of name and surname, date of birth, email, nationality and address.
  • On the last step, you will enter a verification code sent to your email and your card will be activated and ready to use. Please enter your email (which will be your username) and password and fill in your personal details. You can view your balance and use the other options by logging into your Carga y Paga® account with your email and password.
  • Note: Passwords must be between 8 and 30 characters long and must contain at least one lower case letter, one uppercase letter and one digit. Special characters are not allowed.
16. What information and documentation must I provide?

CLASSIC Card:

When you register as a user in the web www.cargaypaga.com  must provide the following information: name and surname, email, phone number, date of birth, nationality and address.

PREMIUM Card:

To register as PREMIUM user, you must submit a photocopy of the identity card or passport, proof of address (usually a utility service not more than 3 months old). In addition, for amounts between 15.001€ / 20.001USD to 50.000€ / 70,000USD must submit proof of funds.

17. How long until I get my card and PIN?

The card and Pin will be sent by certified mail in the amount of 19.90€ / 19,90USD + shipping costs. Once payment is received, the card is sent.

18. How many cards can I have?

There are some limitations which apply to certain cards. A person can have up to 4 Carga y Paga® Cards based on different annual limits. Please see the table below.

2 x PREMIUM (50.000€ / 70,000USD** yearly)

2 x CLASSIC (2.500€ / 3.500USD yearly)

19. Do any credit checks take place?

NO, because it is a prepaid card. Just, for the issuance of Premium Carga y Paga® Card is necessary to fill a KYC (Know Your Customer) in order to verify that the requirements necessary for the issuance of the same.

20. Where are my funds deposited?

Funds are securely deposited in the Bank of America Merrill Lynch in London in a trust account.

21. Where can I use my card? Can I use it abroad?

Anywhere where MasterCard® is accepted; shops online and physical stores, hotels, restaurants, etc. You can use your card in more than 33 million locations around the world.

It can be used all over the world for payments and ATM withdrawals at more than 1.6 million ATMs which display the MasterCard® logo.

22. I loaded funds to my card yet I cannot use them.

It is rare that cardholders will not be able to use their card balance 24 hours after loading the card via wire transfer. If not, kindly contact the bank that processed the wire transfer.

Another reason may be because a cardholder has exceeded the KYC (Know Your Customer) requirements and the funds are frozen until the necessary documents are uploaded and approved.

Where funds are loaded at a selling point or by a voucher top up, please follow the process again; it is highly unlikely that there are load issues.

23. How do I see my balance and/or my transaction history?

Balances and transaction reports can be viewed in the following way:

By logging into your account with your username and password under to “My cards” >” View Cards Statement”. This is the easiest and fastest way to view your balance and transactions.

24. ATM withdrawal.

Funds can be withdrawn from any ATM globally which accepts MasterCard®.

The Commission’s withdrawal of money is 2.5% of the withdrawn amount, with a minimum of 4,50€ / 4,50USD and a maximum of 12€ / 14USD.

25. How long are the cards valid for?

Cards have a maximum 3 years of life or its recharging according to their KYC limit.

26. Can I use my Carga y paga® Card with PayPal?

Yes. It can be used just like any other MasterCard® debit card. Just make sure that before you try to link your Carga y Paga® card with PayPal that you have some money in it as PayPal normally carries out a test transaction.

27. Can cards be personalized?

Yes, your cards can be embossed with any name of your choice.

28. Where are refunds credited to?

Refunds are credited to the original method of payment.

29. Can I use my Carga y paga® Card for recurring billing?

Yes, like any other MasterCard® Card.

30. How do I protect myself?

You can protect yourself by taking some safety measures; do not disclose any sensitive data and do not write down your PIN or CVC2 code, keep these private.

Never tell a shop assistant your PIN and ask them to enter it for you.

Carga y Paga® will never ask you to disclose sensitive data via email You will also never receive emails from Carga y Paga® unless they are from customer@reloadandpay.com.

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

31. How can I change or update my personal details?

You can change your password or your personal information by logging into your account under the” account settings “tap and selecting one of the options.

Alternatively, you can contact Customer Service via email at customer@cargaypaga.com  with the updated information.

32. What can I do with my Carga y paga® account?

The Carga y Paga® account can be used to order Prepaid MasterCards®, to view card balances and transaction reports, to upgrade cards, for changing passwords or personal details, to make wire transfers, to top up reloadable Carga y Paga®  cards with a top up voucher and to ask questions through the Helpdesk.

33. How do I load funds to my card?

Through any of the more than 15,000 selling points.

Your card can also be funded by wire transfer.

The details for the wire transfer can be found in your account under ‘My Cards’ tab. These details were also sent to you at your registered email address. NOTE: When making a wire transfer always remember to use the 16-digit card number you wish to load as a reference!

There is a tap in your account ” Funding Sources” which remembers your wire transfer history and makes the process faster.

34. Does it cost me to load funds to my Carga y paga® Cards?

There is a commission of 7% of amount reload.

35. How many times can I load my Carga y paga® Card per day?

The card has a limit of recharge up to 10 times a day, in the case of bank transfer, will be up to the maximum of the card depending on its level: CLASSIC or PREMIUM.

When the card is charged through a point of sale, has a maximum of 10 times a day, every top-up may not exceed the 250 EUR/350USD.

36. What are the annual fund limits of the cards?

Plastic cards:

Classic Prepaid MasterCard ®:  2.500 EUR /3.500USD

Premium Prepaid MasterCard ®:  50.000 EUR** /70.000USD**

37. Are there any spending limits?

For cash withdrawal:

Classic card: 10 withdrawn cash per day up to 1,000 EUR /1,400USD as the annual limit.

Premium card: 10 withdrawn cash per day up to 20,000 EUR**/28,000USD**.

For everyday purchases:

Classic card: 2,500 EUR/3,500USD or maximum 10 purchases a day.

Premium card: 20,000 EUR**/28,000 USD** or maximum 10 purchases a day.

38. Do I have any commission to make purchases?

All card purchases have a cost of 0.35 EUR / 0.35 USD on purchase.

39. Are there any limits or charges for ATM withdrawals?

Funds can be withdrawn from any ATM globally which accepts MasterCard®.

To withdraw cash from the ATMs will be charged 2.5% with a minimum of 4,5 EUR / 4.5 USD and a maximum of 12EUR / 14USD.

CLASSIC card: can daily withdraw 1,000 EUR / 1,400USD and annual way 1,000 EUR / 1,400USD.

PREMIUM card: you can daily withdraw 20,000 EUR** / 28,000USD** and 50,000 EUR** / 70,000USD** yearly.

40. My card has reached its funding limit.

In the event that your card is classic and you recharge over its limit: 2,500 EUR / 3,500USD, the remnant shall be deposited in the Bank of America customer to deliver all the documentation necessary to improve the level of your PREMIUM card.

41. How do I cancel my card?

If you want to cancel one or more cards, contact us by email at customer@cargaypaga.com   or by calling at + 357 22008248.

There is a Commission for cancellation of 10€ / 10USD. Any balance available on the card will be paid as it was the original method of payment.

42. What do I do if I have any queries?

Many of the queries will be answered through this section. However, do not hesitate to contact Customer Service by email at customer@cargaypaga.com  or by phone + 357 22008248, or through our website Contact Us form at www.cargaypaga.com .

If you have an account, you can ask questions through the “Help” > “Technical support service”. Answers will be uploaded in “Technical support service”.

Note: If you contact us by email, do NOT include sensitive information such as your full card number, CVC2 code or password.

Whichever method of contact you choose; our customer service representatives will get back to you within 24 hours.

43. Do I earn interest on funds deposited in my Reload and Pay® Card in PCMS?

No, since it is a prepaid card.

44. Where is Reload and Pay® located?

We are in:

Arch.Makariou III – Eagorou, 1-7

MITSI 3, 1st floor, Flat/Office 102

1065, Nicosia, Cyprus

45. How do I make a wire transfer to my Carga y paga® card?

Your Carga y Paga® Card can be funded by wire transfer. All that is required is your 16-digit number and IBAN which was sent via email but you can also find it in your Carga y Paga® account under ‘My Cards’ tab.

Note: Remember to use your 16-digit number as a reference!

There is a tab in your account, ‘Funding Sources’ which remembers your wire transfer history and makes the process faster.

46. Is a bank transfer immediate?

Yes, but please allow between 24-48 hours for the funds to reflect in your account.
Depending on your bank, it may take up to 5 days for the funds to reflect in your account.

47. How much will it cost me to transfer money to my Carga y paga® Card?

This depends on the Bank you make the wire transfer from. Carga y Paga® will charge 6% of the amount charged.

48. I made a money transfer and the funds are still not in my account.

This may be because the funds have not yet cleared in your Carga y Paga® card. Please allow up to 5 working days for the money to reflect in your Carga y Paga® card.

49. How can I be sure that I am connecting to Carga y paga® securely?

To ensure that you are securely connected to the Carga y Paga® website at login, you should always look for these security indicators:

 

  • A padlock in the lower-right corner of your web browser window.
  • 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.
For your protection, login sessions expire after 15 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.
Account holders are the only ones who know their password; these are chosen by you and may be changed by you at any time. It cannot be retrieved if lost or forgotten, only reset.

We take the security, privacy and safety of all data very seriously. All data is backed up every night. Carga y Paga® 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. Carga y Paga® 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 Carga y Paga® disclose the nature of its protection systems to anyone not directly authorized by Carga y Paga®.

50. How do you use my personal information?

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.

51. I noticed an unauthorized authorized on one of my cards.

Contact Customer Service immediately by e-mail to customer@cargaypaga.com  or by phone + 357 22008248.

52. I ordered something online and it never arrived.

Always contact the merchant first and try to resolve the issue with the merchant. If unsuccessful, contact Customer Service by email at customer@cargaypaga.com  or by phone on + 357 22008248.

53. Some or all of my account functions have been blocked.

If some or all account functions have been blocked it may be because of suspicious activity, in order to protect our Carga y Paga® cardholders from theft or fraud.

It may also be because KYC requirements are exceeded or because a card was held by an ATM.
Card activity may also be suspended for 24 hours if the daily spending limit or transaction numbers are exceeded.

The reasons we block an account vary depending on individual circumstances and we do not take this measure unless it is absolutely essential.

In such case, please contact Customer Service on + 357 22008248.

54. Can I change the PIN?

No. PINs cannot be changed but they can be re-issued in the event that the PIN is forgotten or compromised. Card activity is blocked temporarily until the card holder has the new PIN.

55. I can't log into my account.

If you can’t login, please first make sure you are using the correct username and password. Please make sure you have a good internet connection.

Reset your password if necessary. This is easily done by selecting the ‘Forgot your Password?’ option on www.cargaypaga.com .

If the issue is not resolved, contact Customer Service by email at customer@cargaypaga.com  or by phone on + 357 22008248.

56. I forgot my password.

If you have forgotten your password, click on “Forgot my password” in www.cargaypaga.com  in my account.

You will be prompted to enter your account email and a reset link will be sent to that email address. Click on the link or copy paste it in the URL and reset your password.

You cannot use the same password.

Note: Passwords must be between 8 and 30 characters and must contain at least one lower case letter, a capital letter and a digit. Special characters are not allowed.

57. I forgot my PIN.

If you have forgotten your PIN and have no way of remembering it, then contact Customer Service by email at customer@cargaypaga.com  or by phone on + 357 22008248 and a new PIN will be ordered for you. Your account will be temporarily suspended.

Only you know your PIN, if it is lost or compromised it must be re-issued.

58. My card has been lost or stolen.

If your Carga y Paga® card has been lost or stolen, please call this number immediately: + 357 22008248

Carga y Paga® will block your card to prevent someone else from using it, and a new card and PIN will be sent.

Meanwhile, the balance will be secured, but may not use it until you receive your new card and your PIN.

59. My card got held at the ATM.

If your Carga y Paga® Card has been held by an ATM, please contact the bank where the ATM was held and let Carga y Paga® Customer Service know.

60. My card and/or PIN have not arrived yet.

If more than 7 working days have passed, contact Customer Service by email at customer@cargaypaga.com  or by phone at + 357 22008248.

61. What is a selling point?

Carga y Paga® offers products in more than 15,000 points of sale in Spain. These make it easier for our users to access quickly to our products and the choice of recharging of all Carga y Paga® at any time of day, any day of the week 365 days of the year.

62. Our products

Products MasterCard® offered at the point of sale are:

  • CLASSIC card and PREMIUM.
  • Voucher.
63. What are they and what do they cost?
  • CLASSIC Prepaid Card

You have Chip & PIN MasterCard ® and can be used both online shopping in physical stores. You can withdraw money throughout the network of ATM MasterCard ®.

It has an annual limit of 1,000€ / 1,400USD.

It has a total cost of 19,90€ / 19.90USD.

  • Vouchers

It is easily exchangeable way in your customer account online in “recharge by coupon” and the funds will be available immediately.

You can choose from 20€ / 20USD to 250€ / 350USD and a maximum of 10 refills can be made every day.

The Commission by recharging through this method will be 7% of the amount charged.

64. How do I load my cards?

Cards are loaded with the top up voucher purchased at a selling point by logging into your account and filling in the details under the ‘Voucher Top up’ tab. It is very easy to do and funds are available instantly.

The cards can also be loaded at the selling point by paying in cash and swiping your card at the terminal.

Your Carga y Paga® card can also be funded by wire transfer. The details for the wire transfer can be found in your account under ‘My Cards’ tab. These details were also sent to you at your registered email address.

NOTE: When making a wire transfer always remember to use the 16-digit card number you wish to load as a reference

65. What is the activation procedure when purchasing a card from a selling point?

When you buy an Carga y Paga® Card at an authorized point of sale, you must activate the card through the web site www.reloadandpay.com , in the option “Activate a new card”. You will be asked to fill in the 16-digit card number, your country code and phone number provided at the selling point during pre-activation. The next step is when your Carga y Paga® account is created. Please enter your email (which will be your username) and password and fill in your personal details. On the last step, you will enter a verification code sent to your email and your card will be activated and ready to use. Please enter your email (which will be your username) and password and fill in your personal details.

You can view your balance and use the other options by logging into your Carga y Paga® account with your email and password.

NOTE: Passwords must be between 8 and 30 characters long and must contain at least one lowercase letter, one uppercase letter and one digit. Special Characters are not allowed.

66. Where can I find a selling point?

For information on the points of sale, please visit our web www.cargaypaga.com in “authorized points of sale”.

CARGA Y PAGA

Carga y Paga® Prepaid card is a corporate partner of LAMDA MasterCard® which is issued by Euronet 360 Finance Limited pursuant to MasterCard® International licence. Euronet 360 Finance Limited is authorised to issue electronic money across the European Economic Area and it is regulated by the Financial Conduct Authority (UK) with registration number 900009.

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Carga y Paga

Phone: +35 722 008 248

Address: Arch. makariou III – Evagorou, 1-7 MITSI 3, 1st floor, Flat/Office 102 ,1065 – Nicosia, Cyprus

Email: info@cargaypaga.com