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FAQ

General information and opening a new account

1. What is Paymenticon? How does it work?

Paymenticon is an easy to use electronic wallet, secured by PIN code. We offer all payment options without revealing any financial or personal details. It's the best way to buy online as simply as with cash. Paymenticon offers possibilities of money upload, withdrawal and electronic payments with use of the e-wallet.

2. How can I open a new account?

To open new account you have to visit one of our Distributors to receive an anonymous voucher or to become registered client. Second option gives you much more freedom in use of our product. Please contact our Customer Service team to check out the closest Distributor's location. You can also open a new account through our website.

3. What types of accounts does Paymenticon offer ?

Paymenticon distinguishes 4 different types of accounts:

  • anonymous
  • limited
  • standard
  • enhanced

Thy all require different types of documents and have different money limits. To find out more, please get in touch with our Distributor at one of our sites.

4. What documents do I need to open a new account?

To get anonymous voucher you don’t need to present any document. If you would like to open a registered account you need to provide us your ID card or passport. Additionally such documents as: second ID document, document proving your current address and declaration of source of funds may be required by Distributor.

5. Can I open an account without giving my personal data (ID card etc.)?

Yes, you may obtain an anonymous voucher. Please note that use of anonymous voucher limits your e-money use capacities to €500 or its equivalent in other currency per year. To make transactions for amount higher than €500 you will need to open standard registered account or register your anonymous voucher.

6. How can I register my anonymous voucher?

In order to register an anonymous voucher you need to visit the nearest Distributors premises. You will be required to show your identity card.

7. Can someone else open an account by using my personal data (ID card etc.)?

Paymenticon account is strictly personal and has to be opened only by person who subsequently will use account.

8. What is the difference between Paymenticon account and bank account?

Paymenticon account is an e-money account that may be used to deposit or withdraw money and make transactions online. Paymenticon services are different than these of banks. We offer our customers anonymous limited accounts, nevertheless we do not provide any investment services to Consumers.

9. How long does the registration and verification process of my Paymenticon account take?

The maximum verification time is 24 hours. However, it usually takes not longer than several minutes to complete verification process.

10. Can I register more than one account?

Paymenticon offers each Customer just one account.

11. What currencies are available in Paymenticon?

Currently available currencies are: EUR, PLN, RON and GBP.

12. Paymenticon refused me to open an account, why?

Paymenticon reserves the right to refuse opening a new account. This may be related to multitude of reasons which in certain cases we are legally prohibited to share with applicants. Should we be in position to provide this information, we surely will, so that to enable you opening of an account with us. Thank you for your understanding.

13. Who qualifies as a “Politically Exposed Person” (PEP)?

The term “politically exposed persons” (PEP) is broad and generally includes all persons who fulfil a prominent public function. “Politically exposed persons” are:

a. Heads of State, Heads of Government, Ministers and Deputy and Assistant Ministers and Parliamentary Secretaries;

b. Members of Parliament;

c. Members of the Courts or of other high-level judicial bodies whose decisions are not subject to further appeal, except in exceptional circumstances;

d. Members of courts of auditors, Audit Committees or of the boards of central banks;

e. Ambassadors, charge d’affaires and other high ranking officers in the armed forces;

f. Members of the administration, management or boards of State-owned corporations; and where applicable, for the purposes of (a) to (e), shall include positions held at the Community or international level.

With respect to the term ‘Immediate family members’ of PEPs, the term shall include:

a. the spouse, or any partner recognised by national law as equivalent to the spouse;

b. the children and their spouses or partners; and

c. the parents.

With respect to the term ‘persons known to be close associates’:

a. a natural person known to have:

(1) joint beneficial ownership of a body corporate or any other form of legal arrangement;

(2) or any other close business relations with that PEP.

b. a natural person who has sole beneficial ownership of a body corporate or any other form of legal arrangement that is known to have been established for the benefit of that PEP.

My account

1. I have no available funds on my voucher even though I topped up my account.

Make sure you have received the upload receipt at DTM or from Distributor representative with confirmation that the transaction had been properly registered. If you have positive upload receipt, please contact the Distributor or Customer Service using Contact Form available on Paymenticon account after login. Please, indicate transaction number in the message. It will help us to track your transaction and resolve the issue.

2. I have lost my voucher. What should I do?

As registered account holder visit the nearest Distributor premises where you can re-issue your voucher upon proper identification. There is no possibility to re-issue the voucher for anonymous accounts.

3. How do I change my Paymenticon account PIN?

To change your account PIN you have to login to your online account at Paymenticon website. In the account settings choose the “Change PIN” option and fill in available form.

4. I forgot the PIN for my Paymenticon account. How can I retrieve it?

Please visit the nearest Distributor premises where you can retrieve PIN for your registered account upon proper identification.

5. How can I top up/recharge my e-Wallet?

You can top up your electronic wallet by:

  1. Making deposit in one of DTMs (ang. Distributor Teller Machine) available in our Distributor premises.
  2. Making deposit directly to our Distributors (in case of lack of DTM).
  3. Transferring money directly from your bank account.

6. My account has been closed. What happened?

In certain cases and for some important reasons Paymenticon may have to terminate the cooperation with you. The total of your money will be given you back in one of our Distributors premises.

7. How can I check my account balance?

You have to login to your online account at Paymenticon web page using your QR code from the voucher and PIN.

8. Where can I find my Manual Voucher number?

You can find your Manual number on your QR voucher.

voucher image

9. How do I close my Paymenticon account?

Please contact us using the Contact Form available on Paymenticon account after login.

10. My personal data (name, date of birth etc.) are registered incorrectly. What should I do?

Please contact us using the Contact Form available on Paymenticon account after login or visit nearest Distributor premises. Please contact our Customer Service team to check out the closest Distributor's location.

Transactions

1. What are the benefits of using Paymenticon to make my payments?

Paymenticon offers all payment options without revealing any financial or personal details. It's the best way to buy online as simply as with cash.

2. I cannot scan my voucher. What should I do?

Check whether the voucher is not creased and after straightening try to use it again. If the voucher is frayed or torn and some information on it is difficult to read you should replace it by printing or ordering a new voucher.

3. How can I order a new voucher?

Please, contact one of our Distributors in order to issue a new voucher. Contact our Customer Service team to check out the closest Distributor's location.

4. How can I cancel a payment that I have already sent?

If the payment is not accepted yet you should immediately contact Customer Service using Contact Form available on Paymenticon account after login. Nevertheless, according to our Terms & Conditions, you have to bear in mind that Paymenticon cannot guarantee that your payment will be cancelled. Moreover, it is not possible to cancel online payment which has been already completed.

5. Where can I pay using my Paymenticon E-Wallet?

You may use your e-Wallet for online payments by our Merchants. Please contact our Customer Service team to check out our Merchants list.

6. How can I withdraw money from my Paymenticon E-Wallet?

You may withdraw your money by using one of our DTMs located in premises of our Distributors or Over The Counter at Distributor's should DTM be not present.

7. How much does it cost to withdraw money from my Paymenticon E-Wallet?

Withdrawal of money from our DTMs is subject to charge listed on our web page in section Fees.

8. What is my outgoing transaction limit? Can I increase it?

For anonymous account yearly transaction limit is €500. You may increase your upload capacities to €2500 by registering your limited account by one of our Distributors. For higher amount of money you will be asked to provide some additional documents in order to upgrade your account to standard type.

9. What is the maximum amount I can withdraw from my Paymenticon e-Wallet?

Using an anonymous account you can withdraw maximum €500 per year. Having the registered limited account the withdrawal amount is equal to €1000 per year. The maximum value of a daily withdrawal in cash (Over The Counter or from DTM at Distributor's premises) for the registered unlimited account per calendar day is equivalent to €5000. If you require a higher value withdrawal, you must inform the Distributor about the requested withdrawal value and currency and the Distributor will indicate the earliest withdrawal date of at most 2 working days after this notification.

Security

1. What is the advised way to communicate with Paymenticon in a secure way?

Please use the Contact Form accessible after log in to your Paymenticon account. Please check that the URL contains a https:// prefix and a green padlock - only then the connection is secure. Any message on behalf of the Paymenticon via any other means, such as e-mail, which concerns the correct and secure use of the internet payment service, is not reliable.

2. How can I report suspicious incidents with regard to security?

You may report such incidents by using the Contact Form located at our website after you log in. Please report any (suspected) fraudulent payments, suspicious incidents or anomalies during the internet payment services session and/or possible social engineering attempts. You are obliged to report that according to Paymenticon Terms and Conditions.

Paymenticon will respond to such notifications by using Contact Form.

In case of notifications to the Customer about (potential) fraudulent transactions or their non-initiation, or in case of warning the customer about the occurrence of attacks (e.g. phishing e-mails), Paymenticon will also use the same channel.

3. How do I report potential fraud to Paymenticon?

If you see any suspicious activity you can report it using our Contact Form available on Paymenticon website after login. You may also contact one of our Distributors and report the fraud directly to them.

4. How do I know if an e-mail is really from Paymenticon?

For confidential communication Paymenticon uses ONLY Contact Form to communicate with customers. If you receive an email in our name requesting any confidential information from you, please do not respond to it and report this directly to us.

5. How do I report a fake Paymenticon e-mail or website?

Please inform about this suspicious e-mail or website by using Contact Form available on Paymenticon website after login.

6. Can I block the account in case of stolen voucher?

In case of voucher’s theft immediately go to the nearest distributor’s point. Registered accounts are protected with PIN code. Please note, that you should not put your PIN on the voucher.