Cardholder FAQs
Q: What do I do if my card is lost or stolen?
You can quickly suspend your card via your app. Please contact our dedicated helpdesk or send an e-mail to info@swirlcard.com and we will be happy to send a replacement.
Q: How do I activate my Gift Card?
Download the SWIRL app from the App Store or Google Play. Create an account (or log in if you’re an existing user), then add your card in the “Cards” section. Use your own name and home address, and don’t forget to sign the back of your card. You can also register at www.swirlcard.com.
Q: How do I activate my replacement card?
Activate your replacement card the same way as a new card — online or via the app. If you need help, contact our support team.
Q: Do cards need to be activated before they can be used?
Yes, all SWIRL Gift Cards must be activated before making purchases.
Q: Is there an age restriction when activating an SWIRL Gift Card?
Yes, cardholders must be 16 years or older to activate a card.
Q: How do I use the card?
When using the card to complete an online transaction please enter your card number, expiry date, and CVV. You can use the card in store through swiping and signing at the shop terminal.
Q: Can I have more than one Gift Card?
You can add multiple Gift Cards to your account provide you do not exceed the yearly limit. All Gift Cards must be registered by the accountholder and end user
Q: I haven’t received a PIN for my card.
SWIRL Gift Cards don’t use a PIN. In-store, simply swipe and sign to complete a purchase.
Q: Can someone else use my card?
The card should only be used by the registered cardholder for security and compliance purposes.
Q: Can I use the card to pay bills?
Most one-off bill payments are fine, but recurring payments are not allowed under the Small Benefit Scheme rules.
Q: What if my in-store purchase is greater than the balance on my card?
Ask the cashier for a split tender — pay part with your gift card and the rest with another payment method (cash, card, etc.).
Q: What if the merchant doesn’t support swipe and sign?
Most major retailers can facilitate swipe-and-sign cards like the SWIRL Gift Card. If a terminal doesn’t allow swipe, some merchants may be able to manually enter the card details.
Q: Why is my card declined and my payment not going through?
Ensure your card is activated, the balance is sufficient, and the merchant accepts swipe-and-sign. If issues persist, contact support.
Q: Do any spending restrictions apply to the Gift Card?
Yes. The following are not allowed :
• Money transfers (e.g. PayPal, Revolut, ATM)
• Subscriptions or recurring payments (e.g. Netflix, utility bills)
• Gambling transactions
• Charity donations
Some merchants may also be classified as recurring payments even for once-off purchases. See our T&Cs for full details.
Q: Can I receive a refund to my card?
Yes, as long as the original payment was made using your gift card.
Q: How do I dispute a transaction?
Contact our helpdesk or email info@swirlcard.com with the details — we’ll be happy to assist.
Q: My transaction was cancelled, but my card still got charged — why?
The charge may be in a “pending” state. These usually expire after a few days, releasing the funds back to your card. If it remains pending for over 10 days, contact the merchant to release the hold.
Q: How long do refunds take to appear on my card?
Refunds usually take 3–10 business days, depending on the merchant.
Q: Can I top up my SWIRL Gift Card?
No, SWIRL Gift Cards are single-load only and cannot be topped up again.
Q: Can I transfer, top up or withdraw funds from my card?
No. SWIRL Gift Cards do not support top-ups, bank transfers, or ATM withdrawals.
Q: When does my SWIRL Gift Card expire?
The expiry date is printed on the front of the card.
Q: What happens if I don’t use the card right away?
There are no fees for the first 12 months from when the card was loaded. After that, a €3.50 monthly fee applies if a balance remains.
Q: How do I view my balance and transactions?
Once registered, you can view your balance and transactions, in the SWIRL app. You can also check your balance by texting Balance and the last 4 digits of your customer number to 51155.
Q: How do I change my account details (e.g. phone number, address)?
You can update your address or email address by logging into your account via the Swirl app. Please locate Services and Edit my profile. To update any other details on your account please contact our Helpdesk or email info@swirlcard.com
Account Creation
Q: How do I create an account?
- Download the Swirl Card app from the App Store or Google Play.
- Enter your mobile number and verify it using the one-time code sent via SMS.
- Provide your personal details (name, address, date of birth)—using your own information.
- Your account will be created automatically upon submission.
- You’ll then be prompted to add your card—you can add it immediately or come back later.
Q: I’m not receiving the verification code—why?
- Check your mobile coverage: Ensure you have sufficient signal to receive SMS messages.
- Verify with your mobile provider: Messages from short codes may be blocked or filtered—check if they are permitted.
- Still no code?
- Wait a few minutes as SMS can sometimes be delayed.
- If the issue persists, contact our support team for manual assistance or press resend code to try again.
Adding Your Card to Your Account
Q: How do I activate my Gift Card?
- Open the Swirl app and sign in—or complete account setup first.
- Tap the Cards tab at the bottom of the screen.
- Tap “Add Your Card” and enter:
- Your 13-digit customer number (bottom right of the card)
- Your 6-digit Card ID (top left of the card)
4. The card activates instantly once entered.
5. Please sign the back of the card before using it in-store.
Follow our short video guide to create your SWIRL Card account quickly and easily.
Watch Video
Q: I’m getting an error during activation what does it mean?
- “Not Found: Your Swirl Card must be topped up…”
Your card hasn’t been funded yet. We only load cards once the ordering party confirms receipt. Please contact them to request confirmation.
- “Not Found: The Customer Number you entered is invalid.”
The 13-digit customer number wasn’t recognised. Double-check the number printed on the bottom right of your card.
- “Not Found: The Customer Number or Security Code/Card ID is invalid.”
Either the Customer Number or Card ID (or both) were entered incorrectly. Ensure:
- Customer Number: 13 digits (bottom right)
- Card ID: 6 digits (top left)
Q: Can I register multiple Swirl Gift Cards to my account?
Yes. You can register multiple cards, but you may only activate Gift Cards totaling a maximum value of €3,500 per account annually.
Q: How do I activate my replacement card?
Activate your replacement card the same way as a new card — online or via the app. If you need help, contact our support team.
Q: Do cards need to be activated before they can be used?
Yes, all SWIRL Gift Cards must be activated before making purchases.
Q: Is there an age restriction when activating an SWIRL Gift Card?
Yes, cardholders must be 16 years or older to activate a card.
Using Your SWIRL Gift Card
Q: How do I use the card?
When using the card to complete an online transaction please enter your card number, expiry date, and CVV. You can use the card in store through swiping and signing at the shop terminal.
Q: Can I have more than one Gift Card?
You can add multiple Gift Cards to your account provide you do not exceed the yearly limit. All Gift Cards must be registered by the accountholder and end user
Q: I haven’t received a PIN for my card.
SWIRL Gift Cards don’t use a PIN. In-store, simply swipe and sign to complete a purchase.
If the card machine does request a PIN (usually in Portugal or Spain), you should try to enter 0000 or the last four digits of the card. If this doesn’t work, you can ask the shop assistant to bypass the PIN request, but this may not be possible to do – so you may need to pay by an alternative means.
Q: Can someone else use my card?
The card should only be used by the registered cardholder for security and compliance purposes.
Q: Can I use the card to pay bills?
Most one-off bill payments are fine, but recurring payments are not allowed under the Small Benefit Scheme rules.
Q: What if my in-store purchase is greater than the balance on my card?
Ask the cashier for a split tender, pay part with your gift card and the rest with another payment method (cash, card, etc.).
Q: What if the merchant doesn’t support swipe and sign?
Most major retailers can facilitate swipe-and-sign cards like the SWIRL Gift Card. If a terminal doesn’t allow swipe, some merchants may be able to manually enter the card details.
Q: Why is my card declined and my payment not going through?
Ensure your card is activated, the balance is sufficient, and the merchant accepts swipe-and-sign. If issues persist, contact support.
Q: Do any spending restrictions apply to the Gift Card?
Yes. The following are not allowed :
• Money transfers (e.g. PayPal, Revolut, ATM)
• Subscriptions or recurring payments (e.g. Netflix, utility bills)
• Gambling transactions
• Charity donations
Some merchants may also be classified as recurring payments even for once off purchases. See our T&Cs for full details.
Account Management
Q: How do I view my balance and transactions?
Once registered, you can view your balance and transactions, in the SWIRL app. You can also check your balance by texting Balance and the last 4 digits of your customer number to 51155.
Watch our video guide for new and existing customers on how to add a card, view your balance, and check transactions.
Q: How do I change my account details (e.g. phone number, address)?
You can update your address or email address by logging into your account via the Swirl app. Please locate Services and Edit my profile. To update any other details on your account please contact our Helpdesk or email info@swirlcard.com
Q: How do I reset my password?
- Use the “Forgot Password” link on the app or website login page.
- You’ll receive a link via email to reset your password.
- If the link expires, you can request a new threshold time has passed.
Card Security & Lost Cards
Q: What do I do if my card is lost or stolen?
You can quickly suspend your card via your app. Please contact our dedicated helpdesk or send an e-mail to info@swirlcard.com and we will be happy to send a replacement.
Q: I spotted an unauthorized transaction, what next?
Suspend the card and report it to our support team. We’ll investigate and assist you.
Transactions & Refunds
Q: Can I receive a refund to my card?
Yes, as long as the original payment was made using your gift card.
Q: How do I dispute a transaction?
Contact our helpdesk or email info@swirlcard.com with the details — we’ll be happy to assist.
Q: My transaction was cancelled, but my card still got charged — why?
The charge may be in a “pending” state. These usually expire after a few days, releasing the funds back to your card. If it remains pending for over 10 days, contact the merchant to release the hold.
Q: How long do refunds take to appear on my card?
Refunds usually take 3–10 business days, depending on the merchant.
Card Expiry & Fees
Q: When does my SWIRL Gift Card expire?
The expiry date is printed on the front of the card.
Q: What happens if I don’t use the card right away?
There are no fees for the first 12 months from when the card was loaded. After that, a €3.50 monthly fee applies if a balance remains.
Top-ups, Transfers & Withdrawals
Q: Can I top up my SWIRL Gift Card?
No, SWIRL Gift Cards are single-load only and cannot be topped up again.
Q: Can I transfer, top up or withdraw funds from my card?
No. SWIRL Gift Cards do not support top-ups, bank transfers, or ATM withdrawals.
