Q: What is SWIRL Card?

SWIRL Card is a prepaid Mastercard that will let you top up and make payments online, in store and withdraw cash from over 45 million locations worldwide. Learn more here.

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 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 ?

You customer number can be found on the back of your card in the bottom right hand corner.

Q: Can I use this card in the ATM ?

Yes, your SWIRL card gives you access to cash from over 2 millions ATMs worldwide.

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 see all card costs and fees here

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: 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 here 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: I can’t remember my PIN code

The PIN code for your card can be viewed under the “Services” section of the Mobile App.
Alternatively, you can text “PINCODE” followed by the last 4 digits of your customer number to 51155 and your code will be sent to you by text.

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: 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:

Money Transfer Sites Prepay/pay at pump fuel dispensers
“Quasi Cash Merchants” such as Coinbase, Binance etc
US basedGambling/Gaming sites
Video entertainment rental Stores

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 can I do about these 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: 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: 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 days. 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: My balance is not correct

You can view your recent transactions in by clicking on “History” in the SWIRL Card App. If there are transactions that you don’t recognise please suspend your card and contact our helpdesk immediately .

Q: How much can I withdraw per day ?

You can withdraw up to €500 per day from the ATM.

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

Q: How much can I top up?

Once you have created your account your available top-up limit will be visible within the SWIRL Card App by clicking on the “i” button on the “Home” screen.

Q: How do I get a card and when will it arrive ?

You can download our Mobile App here and we will send you a FREE card within 1-2 working days.

Q: Can I order a card for someone else?

Unfortunately not, each individual must create their own account with SWIRL Card and we will send them a FREE card directly.

Q: How do I top up by bank transfer?

Log in to your account within the SWIRL Card Mobile App.
Click on the “Services” menu option and then click “Reveal IBAN”.
Use your unique IBAN details to set up your bank transfer or provide these details to the party sending your payment.
You’ll receive an e-mail once your funds are loaded to your card.

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: How many SWIRL Mastercards can I have ?

You can add multiple SWIRL Mastercards to your SWIRL Card account via the Mobile App. The maximum you can load will be calculated by account and not by card. If you require more information please contact our Customer Service Helpdesk +353 (0) 1 687 7985.

Q: How can I obtain my remaining funds if I close my account ?

We recommend redeeming the remaining funds by using up all available funds in-store, online or through an ATM. Additional information is available in the Terms and Conditions on the website. There is a €15 redemption fee for cashing out remaining funds on the account into your bank account.

Q: How much can I top up in one go ?

If you are topping up in a Payzone outlet or online with your debit or credit card, you can load €500 per transaction and load up to €1000 per day. If transferring by IBAN you can load €1000 per transfer/per day.

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 1-2 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: 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 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: 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.
In some cases, you may be asked to complete our eKYC process before you can start using your account. In addition, we may reach out to you for additional documentation such as proof of address or source of funds.

Q: Can I top up before I register ?

You can top up when getting the card in store. However, before you can top up online or start using your funds you will need to create an account and add you card using the SWIRL Card App. You may be asked to complete our eKYC process before you can start using your card.

Q: Can the card be used in other countries ?

Yes, you can use your SWIRL card worldwide !

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, you can contact our helpdesk and we can assist further.

Q: How do I update my phone number ?

Please contact our helpdesk by live chat, contact form or e-mail and we’ll get it updated for you as soon as possible.

Q: What is Strong customer authentication and how does it work?

Strong Customer Authentication (SCA) is a security measure that improves your protection when accessing your account online. You may receive an sms code that will need to be entered online in order to verify your login on the SWIRL App.

Q: Can I opt out ?

It’s not possible to opt out unfortunately.

Q: What can I do if I haven’t received a code ?

Please check that your phone number is correct in your online account and that your phone is powered on/has sufficient reception to receive the code.

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).

Q: Who can I transfer money to ?

You can transfer funds to anyone with an Irish mobile number.

Q: How long will funds take to transfer ?

If the receiver has a SWIRL Card account already set up, the funds will arrive instantly. If not, they will have to create a SWIRL Card account before they can access their funds.

Q: What do I do if the transfer hasn’t been successful/ the recipient hasn’t received their funds.

If the receiver has a SWIRL Card account already set up, the funds will arrive instantly. If not, they will have to create a SWIRL Card account before they can access their funds.

Q: How much does it cost ?

Transfers are FREE !

Q: Can I send other currencies ?

Yes, you can send Euro, US Dollar or sterling.

Q: Why do I need to verify my SWIRL account?

Verifying your ID gives you access to account features like sending money to friends and family & chip and PIN/ATM access.  

Q: What is Jumio and why am I being redirected there? 

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. 

Q: What ID types are accepted? 

You can verify your identity using one of the following government-issued photo IDs: 

• Driver’s License 

• Passports 

• European Identity Cards 

Public services cards and Garda age cards are not accepted. 

Please make sure your ID is: 

• Valid (not expired) 

• Clearly readable (no blur, glare, or obstructions) 

• Official and government-issued 

Q: What are common issues people face during the application process?

• Blurred image – Ensure you take a clear image of the ID with all details and the four corners visible. 

• Incorrect ID type selected – Make sure you select the correct ID type when entering the ID verification screen. 

• ID details not matching – Ensure the details on your ID match exactly with the details provided during registration. Any mismatch may cause delays in processing. 

• Expired ID – Expired IDs cannot be accepted. Please ensure your ID is valid and in date. 

Q: What should I do to ensure a successful upgrade? 

• To ensure a successful upgrade, please make sure you complete the ID verification process through Jumio accurately. Here are the key steps to follow:
• Use a Valid Government-Issued ID.An in date Passport, European ID card or drivers licence can be accepted. 
• Take Clear, Well-Lit Photos ensuiring all four corners of the ID  are visible.
• Complete the Live Selfie Step. Follow the on-screen instructions to take a selfie or video to confirm your identity. 
• The personal details on your account (name, date of birth, etc.) must match exactly with the ID document you provide

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. 

Q: How do I take the picture correctly? 

• Follow the on-screen instructions to take a picture of your ID and a selfie. 

• Ensure you are in a well-lit area for a clear image. 

• Make sure all details on your ID are visible, and the image is not blurry. 

Q: How long does verification take? 

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. 

Q: What if my ID verification fails? 

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. 

Q: Is my information safe with Jumio? 

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. 

Q: Do I need to verify my identity again if I get a new card? 

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. 

Q: What happens after my ID is verified? 

Once your identity is successfully verified: 

• You’ll be able to send money and access your IBAN. 

• You can unlock your PIN code, allowing you to use the card in-store and withdraw cash from ATMs. 

• You will enjoy the full functionality of your SWIRL Card account. 

Q: What should I do if I don’t have a valid photo ID?

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. 

Q: Can I use someone else’s ID to verify my account? 

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. 

Q: What should I do if I encounter a technical issue during the Jumio process? 

If the page is not loading, the camera isn’t working, or you’re getting stuck during submission: 

• Refresh the page or try again later. 

• Try switching to a different device (e.g., move from desktop to smartphone). 

• Ensure your internet connection is stable. 

• Clear your browser cache or try a different browser. 

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!