Ordering a card

How can I order a card?

You can order yourself a Coinmotion prepaid card by logging in to your Coinmotion account, and navigating to Services – Cards. If you don’t have a verified Coinmotion account yet, you can register a free account from here. 

Who can order a Coinmotion card? 

For now, only private persons are able to order themselves a Coinmotion card. This means that the card is not available to companies. 

 To order a Coinmotion card, you must have a verified Coinmotion account, and you must reside in one of the following countries:  Finland, Sweden, Spain, Netherlands, Italy, Austria, Belgium, France, Germany, Ireland, Norway, Denmark, Portugal, Greece, Malta, Bulgaria, and the UK.

Will you carry out a credit check or ID checks when I apply for a card?

We will not carry out a credit check. Only verified users can order the card. Personal and address information must be confirmed by the client before being able to finish the order. In case there is a need to update address information before ordering, you can do this from Account Settings. In any other case, please contact customer service via Coinmotion messages. 

Loading money to your card

How is money loaded onto my card?

Coinmotion prepaid card is only using EUR funds available on the card account. You can load your card account from your Coinmotion euro account. Top-up card balance manually or set up an automatic top-up with customized thresholds. Please note that euros on the card account can only be used with the card. You cannot withdraw euros from the card account back to your Coinmotion euro account. 

What is automatic top-up?

Automatic top-up allows you to set certain thresholds for adding euros to your card account. As euros on the card account cannot be withdrawn back to your Coinmotion account, it’s recommended to use the top-up feature so that you’ll always have a sufficient amount of euros on your card. So, when your card balance goes under the threshold amount, this feature automatically tops up the selected amount of euros to the card.

 The top-up will primarily use your Coinmotion euro account. In case there’s no euros, the top-up can be set so that cryptocurrencies will be sold automatically to euros, and the euros will be added to your card. 

 When you choose to activate the crypto top-up, you’ll see a list of cryptos that are used in the automatic crypto top up. The order in which the cryptos are, determines which crypto is used first for the auto top up. This list can be rearranged.

Can I go overdrawn?

Your card is a prepaid card, which means you can only spend the funds available on the card. If there are not enough funds on the card for the purchase you are attempting, the transaction will be declined. If for any reason a transaction is processed that exceeds your available funds, we may block your card, and you will be required to repay the amount owing immediately.

Using the card

Activating the card

After placing a successful order, you’ll receive the card by mail within 5-7 business days. You know you’ve placed a successful order when the platform asks you to activate the card. You’ll also receive an email confirmation of a successful order. After receiving the card, log onto your account and activate the card with the last 4 digits of the card’s number.  

Contactless payment

Coinmotion card supports contactless payment. In order to activate this feature, you must make one successful Point of Sale transaction using your PIN.

How do I manage my card?

You can check your balance and transactions, set automatic top-ups, block your card, and all the other card related actions by logging into your Coinmotion account and navigating to Services – Card. 

Where can I find my PIN?

Once you have activated your card in your Coinmotion account, the PIN code becomes visible in the card settings. You can always check your PIN from card settings in case you forget it. If your PIN gets locked, be in contact with customer support to gain access to a new PIN.

 PIN Best Practices:

• Never share your PIN with anyone
• Memorize your PIN, do not write it down on your card or keep it on a piece of paper with your card.

Can I use my card to withdraw cash at an ATM?

You can withdraw up to 500 euros per day from any ATM displaying the Mastercard Acceptance Mark.

 Can I link my card to Apple Pay or Google Pay wallets?

At the moment Apple Pay and Google Pay are not supported. However, you may link your card to any card payment applications. 

Are there any restrictions on where or how I can use my card?

Your card cannot be used at self-service petrol pumps. You can use your card to pay for petrol by taking it to the cashier.
For high risk of fraudulent usage, the magnetic stripe on your card is fully deactivated. However, you can use the contactless payment method available on the card.

Is there a charge for this card?

There is a 2.50€ card order fee. For the first 2000 ordered cards, Coinmotion won’t charge the order fee. Other fees applicable to the card are visible at the end of this page, as well as on our service fees page. 

Can I get my funds back if I want to cancel the card or no longer need it?

If you wish to fully cancel/deactivate your card, you will need to contact customer support through Coinmotion’s internal messages. Your card will then be cancelled & funds returned to you after 30 days to allow any outstanding settlements to be taken from the card. The funds will be returned to you minus a 3% redemption fee, as per our terms and conditions.

Can I use my card abroad?

Yes, you can use your card at any ATM or POS (Point Of Sale) that accepts Mastercard.

How long is my card valid for?

The card is valid until the expiry date showing on the front of your card.

Fraud, theft, lost or damaged card

How do I report my card lost, stolen, or damaged?

In the event of loss or theft of the card, you are responsible for reporting this to us as soon as possible. The best way to do this is by logging onto your account and blocking your card from Card settings. In case you’re unable to do so, call customer support on +358 600 30088. We will then immediately block your card, protecting you from the card’s unauthorized usage. Any transactions made before the card is reported lost or stolen will be charged on your account.

What if I suspect that fraud has occurred on my card?

If you ever suspect that a fraudulent purchase has been made using your card, block your card immediately from Card Settings, and contact customer support by an internal message or by calling +358 600 30088. If, after discussing the transaction, we believe that it was not authorized by you, you will be refunded as soon as possible, and we will investigate on your behalf. We may need to cancel and replace your card for security reasons. If we need to do so, you will not be charged for a new card, and you will access the remaining balance on your card account with the new card.

 How can I reorder a card?

If your card gets lost or stolen, you can reorder your card in the Coinmotion app at a cost of €7.50 after reporting your card lost via Coinmotion messages. Please note that you can only have one active physical Coinmotion Card at a time.

Refunds and problems with merchants

I’m having problems with a merchant. What to do?

In case you have any problems with a merchant, such as your goods or services weren’t delivered, a transaction was charged twice, etc, the best is to be in straight contact with the merchant. If the problems won’t get solved with the merchant, please contact our customer support for further assistance.

I cancelled an order. Will the refund be made automatically to my card account?

Yes. If you purchase something and return it, the funds will be credited automatically back to your card account. 

Shopping online with 3DS authentication

What Is 3DS?

3DS (also known as ‘Mastercard SecureCode,’ ‘Identity Check’ and ‘Verified by Visa’) is a standard that helps to reduce fraud and provide extra security to your online payments. Authentication is the process by which you identify yourself by sharing secure information available only to you. 3DS 2.0 is the latest version and provides a smoother and safer process for you to authenticate your payments.

What is the use of Authentication?

Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to gain access to your payment details.

Is 3DS active on my card?

Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognized during checkout. Your card provider is contacted during checkout to confirm your identity as a genuine cardholder.

What is the process for Authentication?

You will receive a 6-digit One Time Password (OTP) for each online purchase you make at participating merchants. The OTP will be sent by SMS or by email to the mobile phone or email address that you have registered with Coinmotion. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by the card issuer, and the transaction will be approved or declined.

How will I know whether the registered mobile number or email address is the right one?

The partially masked mobile number and email address will be displayed on the authentication page so that you can check that those details are correct. If the mobile number and email address are incorrect, cancel the transaction and either update your information on the portal or contact Customer Service by calling +358 600 30088.

How are my personal information and privacy protected?

We safeguard your information in accordance with our Privacy Policy and applicable law. Please see our privacy policy.