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Prepaid Cards for Instant Money Transfers

Frequently Asked Questions

What is ViolaCard?

ViolaCard is a mobile app with Virtual and Physical prepaid card solution and can be used worldwide across all merchants accepting Mastercard®, over the phone or to withdraw cash from an ATM.

You can only spend money that you have topped up into your account, so before using your ViolaCard you need to make sure there are enough funds in the account. The funds in the ViolaCard account are not bank deposits and do not earn interest.

Is registration free on ViolaCard?

Registration is completely free, you do not have to pay anything to become a ViolaCard user.

How can I Register for my ViolaCard account?

Firstly visit WWW.ViolaCard.com or download the free ViolaCard App from your App store available for both Android/iOS. Once downloaded just enter your personal details and create a password. We will then send you a One Time Passcode (OTP) to your registered mobile number. Input the OTP when requested and create your Viola Passcode. To ensure your account is super secure we ask for Your ‘Know Your Customer’(KYC) details that includes pictures of your address ID/photo ID and a ten second interactive video. Upon completion your ViolaCard Account is ready for use.

What documents should I provide to verify my account?

You will need to provide government issued photo ID to verify your identity. Identity documents will be in a form of a valid Passport, Driving License or any other official government Photo ID type. “it should be a clear colour copy of front and back of the identity document.?.

This is done by either scanning the document with a scanner or by taking a high-resolution digital photograph.

PLEASE NOTE: You cannot use the same verification document for both your identification and to verify your address

Uploading My Proof of Identity Documents

What type of files can I upload?

You can upload any jpg, jpeg, tiff, tif or pdf file to us. You can take a photo on your phone or scan your identification and then upload to us. Please be mindful that some identification such as driving license and ID cards will require both sides to be uploaded ensuring all four corners can be seen and it is a clear copy and legible.

What is the maximum file size to upload?

jpg, jpeg, tif or tiff files can be NO MORE than 1MB each in size. Pdf files can be NO MORE than 0.5MB each in size.

Document Quality Required?

The documents should be clear and visible to read. If your documents are not clear after they have been uploaded and received by us, they will be rejected, and we will send you a text and email alert to advise you.

How will I know if my documents have been uploaded successfully?

You will be sent a text and email alert on screen confirming we have received your uploaded documents. Your identification will be encrypted to ensure your details are kept safe and secure. They will be verified to ensure they are authentic and once we have received an update, we will send you an email as confirmation.

How will I know If my verification documents have been accepted?

We will send you a confirmation email that your identification has been accepted or not. If for any reason your documentation has not been verified, we will explain why and may offer you an alternative option to help you open your account.

Do I have to install any special software on my computer or phone?

No. No special software is required. Viola Card uses your regular Internet browser and connection

Is ViolaCard a secure account to use?

ViolaCard is secure and uses the highest level of encryption. Every ViolaCard transaction is password protected and guarded with our advanced encryption, so you always have peace of mind while making online payments. Each time you make a transaction on ViolaCard, you will receive an SMS or E-Mail alert.

Who is eligible to apply?

Anyone who is a UK resident and is 18 years or above with an active mobile number can register on ViolaCard.

Do I need a bank account to register on ViolaCard?

Yes, you do need a debit card to load the money. This is needed post registration.

I have entered the wrong Verification Code. What do I do now?

You will be allowed 3 attempts to enter the correct OTP Code. After that you must regenerate the Code using the ‘Resend OTP’ option.

I did not receive a Code; how do I create my account?

Request again by clicking on “Resend OTP? on the screen.

Is it compulsory to tick “Accept Terms of Use? check Box?

Yes, The Terms of use for the ViolaCard are linked to our Web Site “www.ViolaCard.com?. This link will give you the opportunity to review our “Privacy? and “Refund Policies?. If you do not check “Agree with Terms of Use?, you cannot proceed with the “Continue? button to create an account with ViolaCard.

What is Viola ID and How is it generated?

Viola ID is a unique ID generated and assigned to every successfully registered customer.

Viola ID is generated using a unique algorithm through which every user is assigned a Viola ID that is unique to the customer

Where can we find the Viola ID

It is on the Dashboard top left-hand side

What information is required to Login on ViolaCard?

Your Viola ID/Mobile Number & Password.

How can I gain access again, once the application is fully closed(Logout)?

You will be required to initiate the login process again. Select the ViolaCard Icon and enter Biometric or PIN to gain access.

What if I Logout from the Screen?

Once you Logout from the screen, the user will be disconnected from the app & must login again to gain access. However, the app will still be functional.

Can I have multiple cards?

Yes, you can have multiple cards under one ViolaCard Account.

Where can I use my ViolaCard?

You can use your ViolaCard across all merchants. Wherever you see the Master Card acceptance mark, including shops, restaurants, at ATMs etc, you can make online purchases use over the phone purchases.

Where can I see my ViolaCard account information?

You can check your account by accessing it securely through the ViolaCard App. Check the “Account? icon to get all the information (about your currency cards, move funds, view history, Add Funds, search Account)

Paper statements are available on request and are subject to a fee.

(See the Fees and Limits table).

I forgot my password. How do I retrieve it?

Follow the instructions below:

  • On login page click ‘Forgot Password’
  • Enter registered mobile number and Viola Passcode
  • Enter OTP Code – sent to your Registered Mobile Number
  • Enter New Password.

What is my Unique ID?

Viola ID is your Unique Identification Number, which gives you a secure login.

How can I retrieve my Viola Passcode?

  • Log in to your Viola App
  • Click on “Forgot Viola Passcode?
  • Enter Your registered mobile number and password
  • Enter OTP Code – sent to your Registered Mobile Number
  • Enter new Viola Passcode

How can I change my Viola Passcode?

  • Go to Dashboard, select settings
  • Click on change Viola Passcode
  • Enter Old and New Viola Passcode
  • Enter OTP Code – sent to your Registered Mobile Number

What if I have been overcharged or charged for transactions I didn’t make?

If you dispute a transaction that has been processed on your ViolaCard, contact our Customer Support Team. A Unique case number will be raised, and we will get back to you within 24 hours with a solution.

You should contact us as soon as possible without undue delay after noticing that any transaction posted to your card account is unauthorised, has been posted in error or is otherwise incorrect. We will refund the amount of any transactions that our investigations show was not authorised by you, provided you have acted with reasonable care, kept your card secure, not disclosed your Passcode or security details to anyone else and not acted fraudulently. We may charge you a process Fee

You may be entitled to claim a refund if the transactions were:

  • Not authorized under this agreement;
  • We are responsible for a transaction which was incorrectly executed by us; or
  • a pre-authorized transaction which did not specify the exact amount at the time of its authorization and the amount charged by a supplier is more than you could reasonably have expected, considering normal spending patterns on the card or the circumstances of the transaction.

Can I cancel a transaction I have made?

Authorization for a transaction cannot be withdrawn. We may charge you a process Fee if a transaction is revoked by you. (See the Fees and Limits table).

Can I pay for things in a foreign currency?

Your card is denominated in GBP. If you make a purchase or an ATM withdrawal in any other currency, we will convert the sum into GBP using the prevalent exchange rate on the day they process the transaction, this may differ from the actual date of the transaction. An international transaction fee will apply to each of these transactions.

(See the Fees and Limits table).

Any changes for exchange rate used to convert foreign transactions will be made immediately.

Will you ever block a transaction without asking me?

We may refuse to pay a transaction:

  • If we are concerned about security of your card or account or we suspect your card or account is being used in an unauthorized or fraudulent manner;
  • If sufficient funds are not paid into your account at the time of a transaction to cover the amount of the transaction and any applicable fees;
  • If there is negative balance on your account;
  • If we have reasonable grounds to believe that you are not using the card or account in accordance with these Terms of Use;
  • Because of errors, failures (whether mechanical or otherwise) or refusal to process a transaction by merchants, payment processors or payment schemes.

If we refuse a transaction, we will inform you immediately, if we can, unless it would be unlawful for us to do so. You may correct any information we hold which may have caused us to refuse a transaction by contacting Customer Support.

What is TripleClik?

TripleClik is a patented feature of Viola Group. As the term says, we aim to simplify and process transactions in just 3 clicks.

How can I load funds onto my card?

You can Top up with a Debit Card/Credit Card (MasterCard®)

Can I load money for sub cards?

Yes, you can load money to sub card through Debit/Credit card & from the Primary Card also.

I have transferred an amount, but it is not reflected in the recipient account?

Check your balance and transaction history. If the transaction is not visible in the recipient transaction history and balance. Please contact our customer Support Team

What is Move funds?

Move Fund is an electronic transfer of money from one card/account to another account/card. (See the Fees and Limits table).

How can I transfer money from one card to another card?

Click on “Move funds?,

  • Choose source card from which card amount needs to be transferred
  • Choose To(recipient) card to receive amount
  • Enter Amount & send (See the Fees and Limits table).

Can I transfer money to a non-payee?

No

If you enter an incorrect Passcode multiple times while making a purchase, your Card may get blocked, preventing further usage. In this case, please email us at support@ViolaCard.com

I am unable to Top Up account Please contact support@ViolaCard.com

What should I do if I haven’t received my ViolaCard?

You will receive a ViolaCard & Passcode within 10 working days from requested date. If you haven’t received your card in 10 working days, contact our Customer Support Team at support@ViolaCard.com

Does my ViolaCard work as soon as it arrives?

In order to make your card active on the go, you must top up your card.

  • Your Physical Card is ready to use, once you have activated it by following the quick and easy steps received with your Card.
  • You will be able to use your card as soon as it arrives.
  • If you have a virtual card and requested for a physical card, we recommend that you do not load your card until it arrives

Can I cancel my ViolaCard?

You may cancel Your Card and Card Account up to 14 days after You receive Your Card (‘the Cancellation Period’), without reason, by contacting Customer Services. We will not charge You a cancellation fee. We will require You to confirm Your wish to cancel in writing. This will not entitle You to a refund of any Transactions You have made (authorised or pending) or charges incurred in respect of such Transactions.

Could my ViolaCard be cancelled by you?

If we decide to use – We may cancel your card and this agreement by giving you at least 60 days’ notice. We may also cancel your card immediately in the event that:

  • You are in breach of our cardholder terms and conditions
  • You violate, or we have reason to believe that you are in violation of any law or regulation that is applicable to your use of your card or card account
  • We have reason to believe that you are in any way involved in any fraudulent activity, money laundering, terrorism financing or other criminal activity;
  • We can no longer process your transactions for any legal or security reason or due to the actions of any third party;
  • You refuse to co-operate in an investigation or to provide adequate identity or security information or documentary evidence for verification when requested;
  • We have reason to believe that your card, card account or conduct poses a security, credit, fraud, business or reputational risk to us;
  • We need to do so in order to comply with applicable law or regulation or Mastercard rules;
  • We are required to do so by any applicable regulatory body; or
  • You fail to pay any fees or charges that you have incurred or fail to repay any overspend incurred on your card account.

My Primary Card is blocked. How can I retrieve it?

Contact Customer support via Email support@ViolaCard.com

I am not able to use my card at a POS (point of sale), what do I do?

Check your application and your balance, if the balance is less than the transaction amount and fees, proceed to Top-up your card.

Additionally, you may want to check the restrictions on the card

How can I disable my card?

Go to dashboard

Select Disable option on the toggle bar

How can I change the name on my ViolaCard?

Contact customer support at support@ViolaCard.com or chat with us from your app

If a payment is failed, how can I get information?

You will get notification message to your registered mobile number/email for failed transactions.

Can my ViolaCard be used for transactions while travelling?

Yes, you can use virtual/physical card for transactions while travelling. (See the Fees and Limits table).

How can I close my account? What happens to my balance if available?

You must spend the complete amount and contact customer support through support@ViolaCard.com to initiate the account closure request.

How secure are the card details during my transactions?

Viola takes various measures to help ensure the safety and securities. We use 128-bit Secure Sockets Layer (SSL) technology for secured transmissions online. This means that when you are on our secure website, the sensitive data transferred is encrypted

Text and Email Alerts

You may see from time to time a red bell with a number showing – this means we have either sent you a generic message which all clients will receive or you may receive a personal message with regard to your account. Please ensure you read these as this may affect the movement of funds from or within your Viola Card Account.

How do I contact Customer Support?

You can email us at support@violacard.com or chat with us from your app. Our Customer Support Teams are available

  • Monday to Friday: 08:00 – 18:00
  • Saturday, Sunday and Bank Holidays in UK: 08:30 – 17:30

What if my ViolaCard is lost or stolen?

If you lose your card or it is stolen, or you suspect that someone else has found out your Passcode or password, please refer to your Dashboard and then you must tell us immediately by emailing us or logging onto your app. Your card will be cancelled immediately. We run a dedicated chat line for lost or stolen cards on our app. If, after reporting a lost card, you subsequently find the card, you must not use it.

If you ask us to do so, and if you provide information and assistance that we request from you, we will investigate any disputed transactions or misuse of your card. If the investigations show that any disputed transactions were authorized by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your card, security details or PIN secure or by failing to notify us without delay on becoming aware of the loss, theft, misappropriation or unauthorized use of the card), then we will not refund the transaction amount and will charge you a fee of up to £75 for any loss we suffer because of the use of the card. If the investigations show that you have not acted fraudulently or with gross negligence, your maximum loss or liability to us for any unauthorized transaction will be limited to £75 and we will refund the amount of any transactions entered after we receive your notification.

Bereavement Help and Advice

When you have lost someone close to you, organising their finances will be the last thing on your mine. Our trained advisers are here to help you through this difficult step. They can talk you through the process and provide help on what to do regarding accounts.

Below you will find all the helpful information you need, plus the next steps you can take.

Your next steps

Step 1 – How to notify us after a bereavement

Step 2 – What you will need

  • 2 forms of identification, one showing your name, one showing your address.
  • The original Death Certificate.
  • Any cards to help us protect the accounts.
  • Any Grant of Probate/Confirmation, Letter of Administration.

Once we have seen the necessary identification and paperwork, we can normally release fund held within 10 working days.

This card is issued by AF Payments Limited pursuant to a license by Mastercard International. Mastercard and the Mastercard brand mark are registered trademarks of Mastercard International. ViolaCard Ltd: Registered in England and Wales: 10549933

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