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Q: What is SWIRL Card?
The SWIRL Card is a prepaid Mastercard that gives you a convenient and secure way to manage your money. You can easily top it up and use it for online shopping, in-store purchases, or even to withdraw cash at ATMs—anywhere Mastercard is accepted, which includes over 45 million locations worldwide. Since it’s prepaid, you can only spend what you load onto it, making it a great tool for budgeting and controlling your spending
Q: Where Can I get a card ?
Download our Mobile App here and we will send you a card FREE of charge. Alternatively you can purchase a card from over 2000 payzone agents nationwide. You can find your nearest agent here.
Q: Do I need to register the card ?
Yes, you will need to create a SWIRL Card Account via our Mobile App or log into your existing account and add your card to it. Once your card has been added successfully it will be ready to use straight away.
Q: Where can I find my customer number ?
Your Customer Number is the 13 digit number located on the back of your card in the bottom right hand corner or can also be found under the cards section of your SWIRL App.
Q: I can’t log in to my account
To log in you’ll need to make sure you are entering the password that you set when creating your account. If you see “unauthorised” or “invalid credentials” you will need to reset your password by clicking on the “Reset Password” link. A link to reset your password will be sent to you by email and SMS.
Q: Does my card need to be topped up before I can add it to my account?
Not at all ! You can top up your card in a Payzone retailer and then add it to your account
Q: What information do I need to provide when creating an account?
You’ll need to provide a valid mobile number as well as your name, date of birth, address, phone number and e-mail. You may be asked to complete our eKYC process before you can start using your account!
Q: My e-mail address isn’t being accepted when I try to create an account.
Please make sure there are no spaces at the beginning or end of your e-mail. This should resolve the issue.
Q: What do I need to get a card ?
Once you are over 16 years of age and are resident in Ireland, you can create a SWIRL Card account. You won’t need to fill in any lengthy forms or provide any documents when purchasing a card in store or creating an account on the SWIRL Card App. If you wish to avail of all Swirl features you will need to verify your ID in the Services section.
Q: How do I view my balance/transactions ?
You can log in to your SWIRL account at any time via the SWIRL Card App. You’ll find all your transactions there and can track your spending and view your balance. You can also retrieve your balance by text. Simply text “balance” and the last 4 digits of your customer number to 51155.
Q: Is there anywhere my SWIRL Prepaid Mastercard cannot be used ?
Your card can be used at over 45 million locations worldwide ! This includes online, in stores and at ATMs.Some merchants are excluded for regulatory reasons based on their merchant code. These include:
You may also experience difficulty using your card in the following countries/territories:
Sudan, Syria, North Korea, Iran, Afghanistan, Belarus, Bosnia & Herzegovina, Burundi, Central African Republic, China, Crimea, Cuba, Democratic Republic of the Congo, Guinea, Guinea – Bissau, Haiti, Iraq, Lebanon, Libya, Maldives, Mali, Montenegro, Myanmar, Nicaragua, Palestine, Qatar, Russia, Serbia, Somalia, South Sudan, Tunisia, Ukraine, Venezuela, Yemen, Zimbabwe
Q: What should I do if I see unauthorised transactions on my card ?
You can suspend your card in your SWIRL App to prevent any further unauthorised transactions. If you don’t have access to the SWIRL App, please contact our helpdesk through e-mail, live chat or by phone and we can help with this. You can also use these channels to contact us and we will arrange for a free replacement card to be sent to you.
Q: What is the process if my card has unathorised transactions?
You should first contact the merchant directly as this is usually the fastest method of having your funds returned in cases where the transactions are unauthorised or if you haven’t received goods or services paid for. If the merchant is unable/unwilling to help you, you can contact our helpdesk and we will assist you with opening a dispute for the transaction/transactions. You will need to contact us and return the relevant dispute form within 60 days of the transaction. You can view and download the dispute form by clicking here.
Q:Has my payment gone through?
If you have made a payment but the merchant hasn’t received it or they have advised there is an issue with the order, your transaction may be pending. The funds will usually return to your balance after 7 or 30 days. That depends on the merchant. Please contact our helpdesk for more information.
Q:Can I receive a refund to my card?
This is no problem once the transaction to be refunded was made with the card originally. Once the refund is processed, the funds will return to your card automatically.
Q: How much can I withdraw per day ?
You can withdraw up to €500 per day from the ATM.
Q: Can my card be used for car hire ?
We would always suggest checking ahead with your chosen car hire company as this will differ from desk to desk.
Q: Can I use my card to pay for subscriptions like Netflix and Spotify ?
Of course ! Just enter your card details as normal when prompted at the payment stage.
Q: What is PSD2 ?
It stands for Payment Services Directive Two and is a European regulation for electronic payment services. Its aim is to make payments more secure and improve consumer protection and technologies for the financial sector.
Q: How does it work ?
When making a payment online, you may be asked to validate the payment by an additional security factor. This may be a one time passcode (OTP) sent to your mobile phone or you may see a list of transactions and be asked to confirm a recent transaction you have made.
Q: Why do we need it ?
The PSD2 legislation aims to make payments more secure for consumers and reduce fraud and loss of funds. The directive will also encourage organisations in the financial sector to implement better technology and encourage competition.
Q: Can I opt out ?
It’s not possible to opt out unfortunately.
Q: What if I don’t receive the code ?
First it’s best to check you have the correct phone number registered to your account with us. You can view this under the “Edit My Profile” within the SWIRL Mobile App. If your phone number is correct and you still haven’t received the code please check your SMS Spam folder on your mobile phone. If you don’t see any messages there, you can contact our helpdesk and we can assist further.
Q: How do I top up ?
You can top up in retail by visiting your local Payzone store, by Debit or Credit card online or by bank transfer.
Q: How much does it cost to top up ?
You can view all costs and fees here.
Q: How much can I top up in a day?
Until eKyc has been completed, you can top up your SWIRL Card by €1000 per day. Once eKYC has been complete the daily top up limit is € 2500 per day.
Q: How do I top up by bank transfer?
Q: Does my top up go on instantly ?
If you top up in store or by debit card your funds will load to your card right away. Bank transfers will take 1-3 business days to reach your card.
Q: How do I top up by Debit Card ?
Simply log in to your account via the Mobile App and on the “Home” screen you will be able to choose the amount you want to top up by. If you proceed to the next screen you will be asked to enter your payment details.
Q: Can I use this card in the ATM ?
Yes, your SWIRL card gives you access to cash from over 2 millions ATMs worldwide. For more information please check our Terms and Conditions here
Q: What do I do if my card is lost or stolen ?
You can suspend your card from within the Mobile App to restrict any unauthorised spending. Once this has been done, please contact our helpdesk to have a replacement card sent to you.
Q: How do I update my phone number ?
Please contact our helpdesk by live chat, contact form or e-mail- info@swirlcard.com and we’ll get it updated for you as soon as possible.
Q: Can I use Face/Touch ID ?
Yes, Face/Touch ID can be used in the SWIRL App which can be downloaded for free on iOS and Android.
Q: Can I transfer money from my SWIRL Card ?
Yes ! You can use the FREE SWIRL App to transfer funds from your account to any other mobile number (Irish mobiles only). Please note the recipient of the funds will need to have a Swirl account to access the funds. Funds cannot be sent from a SWIRL account to another financial institution. This includes a bank account, Revolut, etc.
Q: How much does it cost ?
Transfers are FREE !
Q: What is SWIRL Virtual ?
SWIRL Virtual has been designed to offer you all of the functionality of your physical card but in virtual form. SWIRL Virtual is even more secure way to make payments and is great for managing funds and payments.
Q: How can I use it ?
Simply log in to the SWIRL App and select a virtual card from the drop down menu at the top of your screen. You can then load funds and use your virtual card to make payments. Once you have loaded your virtual card you can reveal the card details to make a payment by going to the Cards section, click on Display card details and make sure you select Virtual card from the dropdown menu.
Verifying your ID gives you access to account features like sending money to friends and family & chip and PIN/ATM access.
Jumio is our trusted, secure identity verification partner. When you begin the verification process, you’ll be redirected to Jumio’s secure platform to complete your ID check using your smartphone or webcam. This ensures a fast, secure, and compliant process.
You can verify your identity using one of the following government-issued photo IDs:
Public services cards and Garda age cards are not accepted.
Please make sure your ID is:
If your verification is unsuccessful, Jumio will typically provide a reason. You can then try again by correcting the issue or contact our support team for further help.
The verification process is usually completed within a few minutes. In some cases, it may take up to 24 hours if additional checks are needed. You’ll receive a notification as soon as your ID is verified.
If your verification is unsuccessful, we’ll notify you with the reason (e.g. blurry photo, expired ID, or mismatch in details). You can try again by restarting the verification process with a valid and clear document. If you need help, our support team is here to assist.
Yes. Jumio is a globally trusted verification provider and is fully GDPR compliant. All personal information is encrypted and securely stored. Your data is never shared or used for any purpose other than identity verification.
No, once your identity has been verified, you won’t need to repeat the process if you’re issued a new card under the same account. If you open a new account or if we require additional checks in the future, we will make you aware.
Once your identity is successfully verified:
A valid, government-issued photo ID (passport, driver’s license, or national ID card) is required to complete verification. Unfortunately, we cannot accept other forms of identification such as student cards, public service cards, or birth certificates. If you currently don’t have a valid ID, you will need to obtain one to complete the process.
No. You must verify the account using your own ID. Using someone else’s ID is not permitted and will result in the verification being rejected and may lead to account suspension for security reasons.
If the page is not loading, the camera isn’t working, or you’re getting stuck during submission:
If the issue persists, please contact our support team for assistance.
Still having trouble verifying your identity?
1. Update the Swirl App
Make sure you’re using the latest version of the Swirl app. Visit the App Store (iOS) or Google Play Store (Android) to check for updates.
2. Follow the Photo Guidelines
Ensure you are capturing a clear image of your ID and a selfie, exactly as instructed. Good lighting and a steady hand can make a big difference!
3. Check Camera Permissions
The app needs access to your device’s camera. Go to your phone settings and confirm that the Swirl app has permission to use the camera.
4. Still having issues?
If you’ve tried all the above and are still facing problems, please reach out to our Helpdesk. We’re here to help!
