Here at the help center we have prepared the most common questions and issues that you as a customer might experience. Below you can find different categories with different content depending on its subject. Feel free to browse our FAQ and if you cant find the answer to youre specific problem, dont hesitate to contact us at help@stateofcards.com
Ordering a physical State Of Cards personal
You order a State Of Cards™ directly through our website at the open a private account page. At this page we have a form that you can fill and sign wich allows you to order a card and set up a account here at the State of cards™ At the moment we deliver our State Of Cards Mastercard only within the EU and ESS. More options and countries will be added as time goes by and as we expand around the world! For more information about this, please visit our blog and keep an eye out for news!
Verifying your identity
You need to verify your identity in order to use your State Of Cards™ account. This policy is in line with a banking regulation commonly known as ‘Know Your Customer’ (KYC) and is the process of a business verifying the identity of its clients. It is simply an anti-corruption and fraud measure. Until you have completed this step, you are not bound by State Of Cards™ General Terms of Service. Any card top-ups or bank transfers you send into your State Of Cards™ account before verifying your identity will be made at your own risk and are subject to applicable fees. As a company, we need to know who you are. That’s why you have to prove your identity with a supported passport or ID card, when you open an State Of Cards™ account. We would never ask you to prove your identity on behalf of other individuals or companies. The way you show us your ID depends on your nationality, your country of residence, and the type of ID you use.
Lastly we want to point out that the verification does not mean that we need a credit check.
Fees and Limits Schedule
Issuing Fees
| Fees in Euros (EUR) | |
| Card Fee | 30 EUR |
| Card Activation Fee | 0 |
Loading Fees
| Bank transfer | 1.5 % |
Transaction Fees and usage
| ATM withdrawal (exclusive of ATM operator fees) | 1 EUR (when usingdomestic ATMs) 1 EUR (when using international ATMs) |
| Foreign Exchange charge | 2.5 % |
| ATM balance enquiry | 0 |
| ATM decline | 0 |
| PIN Replacement or Change Fee | 0 |
| Card to card transfer fee | N/A |
| SEPA transfer fee outgoing | 0 |
| International bank transfer outgoing (non €, outside EU/EEA) | N/A |
Miscellaneous Fees
| Chargeback processing (charged only where the chargeback proves to be a fraudulent request by the cardholder) | 13,80 EUR |
| Card Replacement Fee (where card is lost, stolen, misappropriated, subjected to unauthorised use) | 30 EUR |
| Reverse payment administration fee | 15 EUR |
| Telephone support per minute (min charge 3 minutes) | 0,40 EUR |
| Email customer support per query | 0 |
| Investigation Fee (charged only where the chargeback proves to be a fraudulent request by the cardholder) | 51,75 EUR / hour |
| Redemption Fee | 30 EUR |
Recurring Fees
| Monthly account fee | 3 EUR |
Limits & Velocities |
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Load Card
Transfer money to my State Of Cards account
You should also load your card in the currency that your bank account is held in to avoid bad exchange rates. For example, if you have a Swedish bank account make sure you make a transfer in SEK to your SEK to your State Of Cards™ account.
You can only receive transfers from your bank account to State Of Cards™ account in any of these supported currencies: DKK, EUR, GBP, NOK, and SEK with more to come!
Will I be charged for topping up by transfer?
If you add EUR from a bank domiciled in the Single Euro Payments Area (SEPA) using your EUR local details, your bank will charge a s small cost for SEPA Transfers.
Learn more about SWIFT & SEPA transfers here.
When will the money reach my State Of Cards account
The actual time your bank transfer will take from the moment it is initiated to the moment it reaches your State Of Cards account depends on many factors, such as the currency, the details you use, the country of the sender bank, the operational procedures of the sender bank, the banking network the payment goes through, the operational procedures of the intermediary parties involved (if any), the hour during the day when it was initiated, security and compliance checks, and so on. For this reason, we can only provide an estimation and not the actual time: We estimate that it will take 1-2 banking days for SEPA payment to arrive.
Card Issues
My card is not working
- Firstly, check if you havent accidentally frozen your card. You can check this in the ‘Cards’ section of the State Of Cards account
- Make sure there are no security settings that have been blocking your transactions.
- If your physical State Of Cards has been damaged or has worn out, you can order a replacement card. A small fee will apply, and the estimated delivery date will be provided as soon as you confirm the order.
My State Of Cards is due to expire
You’ll find your card expiry date on your card. You can order a new card up to 28 days before your card expires a replacement on free standard delivery to the EU / ESS represents the European Economic Area and the EEA countries include all 27 EU countries plus Iceland, Liechtenstein and Norway. Once your card expires at midnight on the last day of the month, it will be removed from your account automatically and no longer work.
I have not received my State Of Cards
Please double-check the expected delivery date for your card under the`Cards` section of the account. Standard delivery can take up to 9 working days while express delivery can take up to 3 working days. 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 or stolen in your account and order a replacement card.
My State Of Card has been damaged or lost / stolen
Please login to your account and then select “Block your card” or “Lost or stolen”. This will protect your money and you will then be able to order a replacement card right away. The estimated delivery date will be provided once you’ve placed the order.
You can also block your card by calling +46 (0)18 4444800.
My State Of Card has been swallowed by an ATM
If this happens, please “Block my card” right away from within the ‘Cards’ section of your account. 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 (The Bank) provider directly as we have no control over this type of incident. Usualy some ATM’s “eat” cards in order to protect them from theft. Make sure to read up on the policies of the country you are in or think of visiting regarding ATM’s and “card eating”.
Transaction Issues
Why has my top-up failed?
Some of the most common reasons are that you’ve had insufficient funds, input wrong card details (expiry date, CVC, billing address), or used an expired card. They also might have declined our authorisation request for various reasons. We also have a daily top-up limit for recently added top-up cards, so please wait until the next day if you have just added a new card and topped up successfuly with it before. This daily limit will be increased automatically after a few top-ups. If you need more funds before your limit has been increased, you can top up by bank transfer.
Why is my top-up still pending?
Topping up by card should be instant. If your top-up is still pending, it’s likely that the funds will be reverted back to your bank account shortly. If the problem remains, please contact our help department via help@stateofcards.com and mark the subject “pending top-up”.
My balance hasn't been updated following a bank transfer
Due to compliance reasons, we’re unable to accept top-ups by transfer from certain sources. This includes some cryptocurrency exchanges, certain countries, banks, and entities. If your top-up wasn’t successful, the funds should be reverted and returned to the sender’s account within the next 5 working days. If you tried to top up by card and it was reverted, it might be because you didn’t complete the 3D Secure authentication or there may have been connection issue – Please try again.
Why was I charged a fee for my top-up?
Only loading channel to State Of Cards is bank transfer from your bank. We may charge you a small fee to cover our costs. If you top up via SWIFT, intermediary payment service providers may apply a processing fee on your top-up amount. Your banks or intermediary banks may also charge you a fee so please reach out to them directly to understand why.
3DS FAQ
What is 3DS?
3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.
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 recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder.
How do I use 3DS?
If you have not yet activated your card, you will be prompted to enter information that your card provider will use to confirm your identity. Your information will be validated immediately by your card provider and then you will be prompted to create a password to activate the service. Once activated, your Mastercard card number cannot be used without your personal password for online purchases with online retailers participating in Mastercard SecureCode.
If you have already activated your card, after you enter your card number during checkout and submit your order, a Mastercard SecureCode window will appear and your card provider will display an authentication page. Enter your username and password and click submit. Once your identity is verified by your card provider, your checkout continues.
What if I forget my password?
If you have forgotten your password, just click the “Forgot your password” link in the authentication window and follow the instructions provided by your card provider. Always be sure to keep your password safe and never write it down. If you ever suspect that a fraudulent purchase has been made using your Mastercard account, contact the State of cards customer helpline on +46 (0)18 4444800 or via email at: help@stateofcards.com immediately.