BulPay Card FAQ’s
Who can apply for a BulPay Card?
Anyone over the age of 18 who are resident in the following countries:
Bulgaria
UK
Denmark
Austria
Finland
Poland
Portugal
Sweden
Who can apply for a BulPay Digital Account and Card?
Anyone over the age of 18 who are resident in the UK or EEA
Digital Account
How long does it take to open an account?
1-5 Business Days
Can I transfer funds to friends using the BulPay platform?
Yes, transfers are instant. Applicable fees can be checked on our website https://bulpay.eu/ in the Fees section.
How do I close my Account?
Make sure your balance is £0 and you’ve cancelled any active Direct Debits.
We’d also recommend downloading your statements or a transactional csv, as you can’t access them once the account is closed.
Once the above steps have been completed, just send us a support message and we’ll request your account to be closed.
You’ll receive an email confirmation when it’s been closed.
Can I change my Name?
If you need to change the name on the account, please contact support@bulpay.eu with the relevant information. You will be required to provide evidence of the change e.g Marriage Certificate, Divorce Certificate or Official name change documentation.
What type of payments can I make?
All GBP payments sent from your account are made as Faster Payments.
All Euro Payment through SEPA and SEPA Instant.
Faster Payments & SEPA instant transactions are processed instantly.
SEPA Payment can take up to 1-2 working days.
What are my Account limits?
Please see your BulPay Terms and Conditions bulpay.eu/TnC/TnC.html/
Is there a charge for the account?
Please see your BulPay Terms and Conditions bulpay.eu/TnC/TnC.html/
What if I suspect that fraud has occurred on my Account?
Call BulPay Customer support Immediately on +359 (087) 710-9099 or alternatively email support@bulpay.eu
Are my funds protected?
Your funds are placed in a segregated account (known as a ‘safeguarding account’) at a bank that meets the local regulatory requirements.
Funds are not covered by any schemes. Instead, your funds are segregated, which means those funds would be separated from other assets in the event of an insolvency and used to repay you and other clients.
Safeguarding is a regulatory requirement for all EMIs designed to protect customers from the risk of losing funds. Funds are reconciled at least daily and an independent expert validates that all obligations are met each year.
Your funds are not covered by the FSCS (UK) and DGS (EEA) protection.
Card
Where can I use my BulPay Card?
The BulPay card can be used anywhere Prepaid Mastercard cards are accepted.
When will my card be available for use?
You can instantly get your Virtual card. If you order a Physical card, it usually arrives within 10 business days.
What is a prepaid card?
A prepaid card is a preloaded card. The card can be used to pay for goods and services, up to the value that is loaded onto it, wherever you see the Mastercard Acceptance Mark including in shops & online.
What is 3DS?
3DS (also known as ‘Mastercard Secure Code’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which 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 that is available only to you. 3DS 2.0 is the latest version and provides a much 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 Secure Code (3DS) so that wherever you see the Mastercard Secure Code logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the 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 which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider 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 Services by calling
+359 (087) 710-9099 or emailing support@bulpay.eu
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, contact Customer Services by calling +359 (087) 710-9099 immediately.
If, after reviewing the transaction, we believe that it was not authorised 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 your remaining balance will be transferred across to the new card.
Can I use my card to withdraw cash at an ATM or for cashback?
You can withdraw up to €/£500 per day from an ATM displaying the Mastercard Acceptance Mark, a maximum of 2 withdrawals per day. Cashback is not permitted.
Are there any restrictions on where 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.
You are also prohibited from using your card in Sanctioned Countries – please contact support@bulpay.eu if you would like a list of all prohibited countries.
Is there a charge for this card?
Please check all the Terms and Conditions for all fees
How do I manage my card?
You can check your balance and transactions: Online – by visiting the BulPay account Portal – https:/bulpay.eu/
How is money loaded into my card?
You can load your account via Bank Transfer. Your account sort code and account number can be found in the Security section of your online account area.
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 as soon as possible by either logging onto your account & reporting your card Lost/Stolen in the Security setting or calling Customer Services on +359 (087) 710-9099 and selecting the Lost & Stolen option. As soon as this is done, your card will be immediately blocked, protecting you from unauthorised usage. Any transactions made before the card is reported lost or stolen will be charged to your account.
How can I change my PIN?
You can change your PIN in the BulPay Online portal in the Security Section.
PIN Best Practice
• Never share your PIN with anyone
• Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111.
• Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.
Once you have changed your PIN you will need to Validate the new PIN at an ATM Machine.
Can I get my funds back if I want to cancel the card or no longer need it?
If you wish to cancel your card, you will need to do so in writing to support@bulpay.eu. On Receipt your card will be blocked & fund returned to you after 30 days, to allow for any outstanding settlements to be taken from the card. The funds will be returned to your bank accounts less 3% redemption fee, as per our terms and conditions.
How long is my card valid for?
The card is valid until the expiry date showing on the front of your card.
Can I use my card abroad?
Yes, at any ATM or POS that accepts Mastercard in permitted countries.
General
Can I go overdrawn?
Your card is a prepaid card and account, which means that you can only spend or use available funds on the wallet.
Your card will be declined if there are not enough funds on the card for the purchase you are attempting. 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.
If a Payment is attempted with insufficient funds in the account, the payment will be rejected.
How is my personal information and privacy protected?
We safeguard your information in accordance with our Privacy Policy and applicable law. Please see our privacy policy
Will you carry out credit checks or ID checks when I apply for a card?
We will not carry out a credit check; however, we will carry out checks to verify your identity and address using an automated service. If you fail the automated checks, you will be asked to upload the following documents:
Proof of ID: Valid Passport, Photo Drivers License & National ID Card
Proof of Address: Utility Bill in your name & address dated within the last 3 months.
Your documents will then be verified by our compliance team, who will then contact you when a decision has been made or if they require any further information from you.
How do I make a complaint?
If You are unhappy with the service provided under these Terms and Conditions, please contact support@bulpay.eu. A summary of the Programme Complaints procedure can be requested from our customer services team.
Updated: 25.03.24
Modulr agreement Explanatory notes
BulPay Card FAQ’s
Who can apply for a BulPay Card?
Anyone over the age of 18 who are resident in the following countries:Bulgaria
UK
Denmark
Austria
Finland
Poland
Portugal
Sweden
Who can apply for a BulPay Digital Account and Card?
Anyone over the age of 18 who are resident in the UK or EEADigital Account
How long does it take to open an account?
1-5 Business DaysCan I transfer funds to friends using the BulPay platform?
Yes, transfers are instant. Applicable fees can be checked on our website https://bulpay.eu/ in the Fees section.How do I close my Account?
Make sure your balance is £0 and you’ve cancelled any active Direct Debits.We’d also recommend downloading your statements or a transactional csv, as you can’t access them once the account is closed.
Once the above steps have been completed, just send us a support message and we’ll request your account to be closed.
You’ll receive an email confirmation when it’s been closed.
Can I change my Name?
If you need to change the name on the account, please contact support@bulpay.eu with the relevant information. You will be required to provide evidence of the change e.g Marriage Certificate, Divorce Certificate or Official name change documentation.What type of payments can I make?
All GBP payments sent from your account are made as Faster Payments.All Euro Payment through SEPA and SEPA Instant.
Faster Payments & SEPA instant transactions are processed instantly.
SEPA Payment can take up to 1-2 working days.
What are my Account limits?
Please see your BulPay Terms and Conditions bulpay.eu/TnC/TnC.html/Is there a charge for the account?
Please see your BulPay Terms and Conditions bulpay.eu/TnC/TnC.html/What if I suspect that fraud has occurred on my Account?
Call BulPay Customer support Immediately on +359 (087) 710-9099 or alternatively email support@bulpay.euAre my funds protected?
Your funds are placed in a segregated account (known as a ‘safeguarding account’) at a bank that meets the local regulatory requirements. Funds are not covered by any schemes. Instead, your funds are segregated, which means those funds would be separated from other assets in the event of an insolvency and used to repay you and other clients. Safeguarding is a regulatory requirement for all EMIs designed to protect customers from the risk of losing funds. Funds are reconciled at least daily and an independent expert validates that all obligations are met each year. Your funds are not covered by the FSCS (UK) and DGS (EEA) protection.Card
Where can I use my BulPay Card?
The BulPay card can be used anywhere Prepaid Mastercard cards are accepted.When will my card be available for use?
You can instantly get your Virtual card. If you order a Physical card, it usually arrives within 10 business days.What is a prepaid card?
A prepaid card is a preloaded card. The card can be used to pay for goods and services, up to the value that is loaded onto it, wherever you see the Mastercard Acceptance Mark including in shops & online.What is 3DS?
3DS (also known as ‘Mastercard Secure Code’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which 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 that is available only to you. 3DS 2.0 is the latest version and provides a much 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 Secure Code (3DS) so that wherever you see the Mastercard Secure Code logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the 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 which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider 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 Services by calling +359 (087) 710-9099 or emailing support@bulpay.euWhat if I suspect that fraud has occurred on my card?
If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling +359 (087) 710-9099 immediately. If, after reviewing the transaction, we believe that it was not authorised 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 your remaining balance will be transferred across to the new card.Can I use my card to withdraw cash at an ATM or for cashback?
You can withdraw up to €/£500 per day from an ATM displaying the Mastercard Acceptance Mark, a maximum of 2 withdrawals per day. Cashback is not permitted.Are there any restrictions on where 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.You are also prohibited from using your card in Sanctioned Countries – please contact support@bulpay.eu if you would like a list of all prohibited countries.
Is there a charge for this card?
Please check all the Terms and Conditions for all feesHow do I manage my card?
You can check your balance and transactions: Online – by visiting the BulPay account Portal – https:/bulpay.eu/How is money loaded into my card?
You can load your account via Bank Transfer. Your account sort code and account number can be found in the Security section of your online account area.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 as soon as possible by either logging onto your account & reporting your card Lost/Stolen in the Security setting or calling Customer Services on +359 (087) 710-9099 and selecting the Lost & Stolen option. As soon as this is done, your card will be immediately blocked, protecting you from unauthorised usage. Any transactions made before the card is reported lost or stolen will be charged to your account.How can I change my PIN?
You can change your PIN in the BulPay Online portal in the Security Section.PIN Best Practice
• Never share your PIN with anyone • Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111. • Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.
Once you have changed your PIN you will need to Validate the new PIN at an ATM Machine.
Can I get my funds back if I want to cancel the card or no longer need it?
If you wish to cancel your card, you will need to do so in writing to support@bulpay.eu. On Receipt your card will be blocked & fund returned to you after 30 days, to allow for any outstanding settlements to be taken from the card. The funds will be returned to your bank accounts less 3% redemption fee, as per our terms and conditions.How long is my card valid for?
The card is valid until the expiry date showing on the front of your card.Can I use my card abroad?
Yes, at any ATM or POS that accepts Mastercard in permitted countries.General
Can I go overdrawn?
Your card is a prepaid card and account, which means that you can only spend or use available funds on the wallet.Your card will be declined if there are not enough funds on the card for the purchase you are attempting. 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.
If a Payment is attempted with insufficient funds in the account, the payment will be rejected.
How is my personal information and privacy protected?
We safeguard your information in accordance with our Privacy Policy and applicable law. Please see our privacy policyWill you carry out credit checks or ID checks when I apply for a card?
We will not carry out a credit check; however, we will carry out checks to verify your identity and address using an automated service. If you fail the automated checks, you will be asked to upload the following documents:Proof of ID: Valid Passport, Photo Drivers License & National ID Card
Proof of Address: Utility Bill in your name & address dated within the last 3 months.
Your documents will then be verified by our compliance team, who will then contact you when a decision has been made or if they require any further information from you.
How do I make a complaint?
If You are unhappy with the service provided under these Terms and Conditions, please contact support@bulpay.eu. A summary of the Programme Complaints procedure can be requested from our customer services team.Updated: 25.03.24
Modulr agreement Explanatory notes