Got Questions?

The Paxum Prepaid Mastercard is only available in certain regions, and exclusively to verified account-holders.

A recent proof of address (issued within 3 months) must be verified and a confirmed phone number must be on your profile in order to request the Paxum Prepaid Mastercard.

While delivery times cannot be guaranteed, typical delivery time for Standard FREE shipping is up to 6 weeks.

For Express Delivery anticipated delivery time is approximately one week.

At any time you can check the card status (Submitted/Pending/Shipped) in your Paxum account interface.

The very first thing you must do is to Activate the card.

You can do this inside your Paxum account by entering the information when prompted. Card activation is performed in real-time so when it is complete the card will be fully active and available to use once funds are transferred to it.

Yes, the card expiration date is printed directly on the front of the card.
The card is valid and can be loaded until the expiration date.

You can instantly transfer funds to your Paxum Prepaid Mastercard from inside the Paxum interface or the Paxum APP and selecting Transfers > Between Accounts or To Mastercard.

There is a $0.25 USD transfer fee applied and transfers to the card are usually available instantly.

The default currency of the Paxum Prepaid Mastercard is USD.

You can use the card anywhere worldwide, both online or offline that Mastercard is accepted. You can use the card for POS purchases or ATM withdrawals.

The replacement card request will be automatically submitted one month prior to expiration of the currently valid card.

Log in to your account and initiate a dispute or contact us by phone:
1-866-347-4781 (toll free in US and Canada)
0-800-086-8397 (toll free in United Kingdom)

Contact us immediately by phone:
1-866-347-4781 (toll free in US and Canada)
0-800-086-8397 (toll free in United Kingdom)
to report your card lost or stolen.

Your card will be immediately cancelled and a new one reissued and shipped to your location.

Please double-check the expected delivery date for your card under the Accounts section of the e-wallet.

If you have been waiting longer than the expected delivery date and are convinced that your card has been lost, please report the card as lost by opening a support ticket or sending an email to support@paxum.com

Please double-check that:

• There are no security settings that have been blocking your transactions.
• All of your card details have been entered correctly (PIN, CVC, or expiry date).
• You have to unblock your card if exceeding 3 incorrect tries.

If your physical card has been damaged or has worn out, you can order a replacement card. A small fee might apply and the estimated delivery date will be provided as soon as you confirm the order.

If you enter the PIN for your Paxum card incorrectly three times in a row, your card will be temporarily blocked to keep it secure.

In order to have your card unblocked, please open a support ticket, call us, or contact support@paxum.com.

If you’ve forgotten your PIN, or you simply want to change the PIN, go to the ‘Accounts’ section and hit “change PIN” under your Paxum card.

If this happens, please cancel the card right away from within the ‘Accounts’ section of the wallet.

You will then be able to order a replacement card right away. To understand why your card was swallowed, you will need to contact the ATM provider directly as we have no control over this type of incident.

Transfers to your Paxum Prepaid Mastercard are completed instantly.

The funds should be instantly available on your card. If the funds do not appear, please contact us via phone, email or through a support ticket.

A pending transaction is a purchase which has been authorized but is still waiting for the merchant to accept or reverse it.

The merchant has 7 days in which to do this, however it can sometimes take up to 15 days to complete if it is an e-commerce pre-authorization.

If a purchase does not complete as settled, then the pending charge returns to the cards available balance. While the purchase is pending the funds are excluded from the cards available balance. We are unable to release the funds during this process.

Some of the most common reasons are that you've had insufficient funds, input wrong card details (PIN, expiry date, or CVC). If you have entered the correct details and have sufficient funds on the card, please contact the merchant where you made the transaction in order to receive more details as why the purchase was declined.

Sometimes the merchant name shown in your statement may not be the actual brand name, so please double-check this first with a quick Google search. If you are absolutely certain that your card has been compromised, please cancel your card immediately inside the account interface and speak to one of our support agents right away.

If you are not satisfied with the goods or services you paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. After you have tried to resolve the issue with the merchant but it was unsuccessful, get in touch with one of our agents via support ticket or email at support@paxum.com.

Before contacting us, please have your proof of purchase and evidence of your attempt to contact the merchant ready. Please note, it can take up to 45 days for your dispute to be finalized once it is raised by our Chargeback Team.

If your cash withdrawal was declined but still shows as pending inside your wallet, the funds should be returned to your account automatically within 7 days.

If your cash withdrawal was successful and shown as completed but you didn’t receive the amount you requested, please contact our support team immediately so we can help resolve the issue. You may be asked to complete a chargeback form - in this instance one of our support agents will explain the process in more detail for you.