Customer Help / SWIRL FX Card

Swirl MasterCard is the ultimate prepaid payment card. It can be used to make purchases in-store, online, over the phone, and to withdraw cash from ATMs worldwide, just like a regular MasterCard. However, unlike a credit card there are no interest charges or late payment fees, and no debt. You only spend what you load.

Swirl MasterCard is ideal for controlling your spending and can also be used to share money with friends and relatives abroad*. It can even be used as a travel card. With Swirl you can load money regularly onto your MasterCard. This money can then be used to purchase goods or services at over 30 million locations worldwide or to withdraw cash at more than 1 million ATMs displaying the MasterCard logo.

With Swirl you have all the benefits of a credit card but without the fear of over spending. There are no long forms to fill out, no credit checks and acceptance is guaranteed**. Buy one now to start availing of all the benefits of the Swirl MasterCard.

Welcome to the future. Welcome to Swirl.

*With the exception of India
**Customer’s must be over the age of 16 and hold a valid Passport or Driver's Licence***

***We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

You can purchase your Swirl card in two ways:

1. For instant use you can purchase a card from selected Payzone agents in your local area. Choose from over 900 locations across Ireland and buy today for only €5.95.
2. You can also purchase a card by clicking on the "Get a Card" button on our homepage. The card pack will be delivered to your address by post.

To obtain your prepaid MasterCard^® from one of our agents, simply ask the agent for a Swirl MasterCard^®. No registration, ID or any other are required on purchase. You can top up once from €10 - €250 and the funds will be loaded onto your card instantly. To spend your funds you must register your card at www.swirlcard.com.

Once your card has been registered successfully your funds will be available to spend online, in-store and over the phone. Your card needs to be fully verified before it can be used for cash withdrawals.

To find your nearest card stockist please click here.

The Swirl card pack contains one card: A MasterCard. This card can be used to top up your account.

The amount of money that can be topped up onto your Swirl account depends on your registration status as follows:

1) Pre registration:

• You can use your MasterCard to make a single load between €10 and €250 in value. This load can be performed as soon as you purchase the card and it does not require you to register first. However, you must register your card online to spend your funds.
• Once this has been done your funds can be spent online, in-store or over the phone.

2) Registered:

• Once you have registered online we will send a five digit verification code out to your address. Once you receive this code you need to confirm it back to us either through your online account or by texting the word CONFIRM followed by your five digit verification code to 51155.
• Once your account has been successfully verified , you can top up to €2,500 in any 12 month rolling period. You will also be able to withdraw up to €1,000 cash from ATMs worldwide.

3) Certified:

• You can increase the top up limit on your Swirl Card to €15,000 (lifetime limit) by sending us a certified copy of your Passport or Driver's Licence* along with a signed copy of the upgrade application form which can be found in your online account.
• The certification of your Passport or Driver's Licence can be performed at your local Garda Station or by a notary, a chartered and certified accountant or a solicitor.

* We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

1. Go to any of our 2,500 agents nationwide and request a top-up.
2. Hand over your MasterCard.
3. The agent will swipe the card and calculate the amount due.
4. Pay the agent. Please note you can only pay for top ups with cash.
5. The money is instantly available for spending.

• Pre registration you can load between €10 and €250 instantly. Your MasterCard can only be used to top up your card once at this stage.
• Once you account has been registered and verified the maximum top up per transaction is €500. Please note you can do multiple top ups in a day, e.g. if you want to load €1,000 in a day you will have to do two top ups of €500 each.
• Customers should ensure they receive a receipt from the agent. This is the customer’s proof that the money has been topped up successfully.
• The funds will be available for use immediately.
• There is no limit on reloading your card. The only limit that will be applied is the limit defined by your registration status, as follows:
  • Pre registration: Single load between €10 and €250
  • Registered: €2,500 per rolling 12 month period (once your account has been verified).
  • Certified: €15,000 over the lifetime of the card.

Your Swirl MasterCard can be topped up online by Debit Card or by transferring money directly from your bank account to your card.

Please visit the below sections "Top Up Via Bank Transfer" and "Top Up Via Debit Card" for more information.

Please note: Bank transfers will only be accepted from an account in the cardholder's name. Swirl Card do not accept responsibility for any bank that refuses to allow you to transfer funds onto your Swirl card through our partner bank, Catella Bank S.A..

*Individual banks charges may apply- please check with your bank prior to making the transfer.

Prior to registration you can load once up to €250 instantly. To spend these funds you must register your card online at www.swirlcard.com. Your funds will then be available to spend online, in-store and over the phone.

Registering your card does make additional features of the MasterCard available. Once you are registered and verified you will be able to load up to €2,500 per rolling 12 month period (with the option of upgrading to €15,000). You will also be able to withdraw up to €1,000 cash from ATMs worldwide. You will have access to an online account where you can check your balance and transactions 24/7. You will also be able to top up your card from your bank account, free of charge.

To register your card now please click here.

When registering, you will be asked to enter your Customer Number and your Activation Key (both available in the card pack). Once you submit this you will be brought through to the final page of registration where you will need to enter:

* Your name and address, email address, profession etc

* A form of ID (Driver’s Licence* number or Passport number).

*We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

Once you have registered your card we will send you a 5 digit verification code*. This code can only be sent to your residential address. We will phone you to confirm your registration details prior to sending out your code. In some cases verification codes will not be issued if details cannot be confirmed. You should receive this within 1-2 working days. When you receive this code you will need to confirm it with us to fully activate your account. To confirm your code you can:

1) Log into your online account and enter the code where prompted.

or

2) Text the word CONFIRM followed by your 5 digit verification code to 51155. Note: The SMS must be sent from the mobile number you supplied during registration. Standard network rates apply

*Please note, customers who order their card online don't need to wait for a verification code as the account will be fully activated once registration has been completed.

Alternatively, you can register by calling our helpdesk +353 01 6877 985 where one of our helpful Customer Service Representatives will complete the online registration form on your behalf. Please note that while online registration is free, you will incur a fee of €3.95 to register using our Customer Service Helpdesk. We will apply a charge onto your card that will be debited from your account at the end of the month.

If you need to change your details after you have registered, please call our Customer Service Helpdesk. Please be advised that only the cardholder will be able to change their details with our Customer Service Representatives.

1. You can only have one card registered in your name at any one time. If you are trying to register a new card please ensure that your old one has been cancelled with our Customer Service Representatives.
2. Please ensure that you enter your Customer Number on the registration page. This can be found in your card pack or on the back of your MasterCard, in the bottom right hand corner.
3. The activation key is found inside the card pack. It is six characters long and is a mixture of letters and numbers. This section is case sensitive, so please ensure to enter your activation key in block capitals.
4. If a warning sign comes up on the second page of registration stating Activation failed, you are restricted to one card per person then:
   • You may have registered another card previously (if so please refer to point 1)
   • You may also have entered in an invalid form of ID. Please check your credentials and enter either your Passport Number or Driver's Licence* number and click submit.
   • Your password does not respect the password policy. You password must be at least eight characters long and contain at least one capital letter and a number.

* We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

All your personal information is kept completely secure and confidential and Swirl will never disclose your details to any other third parties.

Swirl MasterCard’s prices are very competitive. We want to give our customers a faster, more convenient way of spending their money.

For a full list of our fees please visit the "Costs and Fees" section of our website. Don't forget that you can top up your card online using your Debit Card for only 99 cent or for FREE by using our bank account top up service.*

Please note:

The only additional charge you may occur is the registration fee of €3.95 which is only charged if you register with one of our customer service representatives by telephone. You can register for free online now by clicking on the Register a New Card link on our website.

The amount you can top up onto your SWIRL card depends on your registration status as follows:

Pre registration:

• When you buy a Swirl MasterCard you can load once up to €250 instantly. No registration, no ID or any other documents are required to purchase and load the card.
• To spend your funds once loaded you must register your card online.
• Once this has been completed your funds can be spent online, in-store or over the phone.
• Enjoy the freedom of paying for your purchases online and in-store. It is a much safer option than carrying around cash. Please note, at this stage the card cannot be used to withdraw funds from an ATM. To activate your card use at ATMs you will need to receive and confirm your verification code.

Registered & Verified

Once your card has been registered and verified you can top up to €2,500 per 12 month period, you will be able to use these funds to shop online, over the phone and in-store and to withdraw cash from ATMs worldwide.

The ATM limit on your card will be €1,000. This is the maximum you will be permitted to withdraw from your card in any 12 month period. All other funds loaded onto your card can be spent online or in-store. If you wish to increase the ATM limit on your card you can apply to have your limit increased to €15,000 as outlined below.

Certified

To increase your Swirl card limit to €15,000 we will ask you to send us a certified copy of your Passport or Driver’s Licence*. Your passport can be certified (stamped and signed) by a notary, a member of An Garda Siochana, a local administrator, an embassy or by a chartered and certified public accountants and solicitors. You also need to print out the application form from your online account. Your details are already on it, so all you need to do is print and sign it. Send both of these forms to the address on the application form and we will increase your limit to €15,000. The process takes between 5-8 working days from the day you send your application. We will call you to let you know once your limit has been increased. You will then be able to load and spend up to €15,000 over the lifetime of the card.

* We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

Anyone over the age of 16 with a valid Passport or Driver's Licence* and permanently residing in Ireland can get a Swirl MasterCard. You don’t need a bank account and we do not require any information on your credit history.

* We can only accept your Driver's Licence if it is issued in Ireland, the UK or Sweden.

Swirl Card reserves the right to refuse a registration if the cardholder has submitted incomplete registration details.

• Bank Name: Catella Bank S.A.
• Bank Address: 7 Avenue Jean-Pierre Pescatore, L-2132, Luxembourg OR 2-4 Avenue Marie-Therese, L-2132, Luxembourg
• IBAN: found by clicking on "Bank Account Top Up" in your Swirl Card account
• SWIFT: found by clicking on "Bank Account Top Up" in your Swirl Card account

• Transfers will only be accepted from a bank account in the cardholder's name.

• Only euro transfers will be accepted onto your card as SWIRL card are unable to process cross currency transfers. Please note that if you transfer money from a non euro bank account the transfer will be rejected and the funds returned to your account. SWIRL Card accept no liability for any fees or charges you may occur as a result of this returned payment.

• The amount you can top up by will depend on your "Remaining Load Limit". You can only top up by €2,500 in any 12 month period. If you want to load more than €2,500 in any 12 month period you will have to apply to increase your limit to €15,000.

• We would advise that you include the top up fee when transferring your funds. This fee will be debited from your card balance once the funds have been credited to your account. For example it will cost you €2.80 to top up between €10 and €350 so you would need to transfer €102.80 for a €100 top up.

Individual bank charges may apply - please check this with your bank prior to making your transfer.

For more detailed instructions on how to transfer funds from individual banks in Ireland, please click here. If you need any more information please contact your bank.

You can top up your SWIRL using your Irish issued Debit card. It is the most convenient way of topping up your card. This can be done by logging into your online account and clicking on "Top Up Via Debit Card" . Your SWIRL card will be topped up instantly

Account Login

Please Note: Debit card top ups are secured using 3D Secure so you will be prompted to enter your 3D Secure password. For Visa Debit cards this is referred to as the "Verified by Visa" password. This was created by you with your bank. If you haven't already created a password you will be redirected to your bank's secure website to activate this feature.

Step 1:
Log into your online account and click on "Top Up via Debit Card".

Step 2:
Enter the amount you wish to top up by.

Step 3:
Enter your details in the payment screen as requested (example below):

• When you press the "Load your Swirl Card Now" button you will be prompted to enter your "3D Secure" password. This was created by you with your bank. If you have forgotten your password, simply click on the "Forgot your password" link to reset it.

• If you haven't purchased a product or service online using 3D Secure before you will be redirected to your issuing bank's secure website where you must verify some personal details and select a password.

• Please note, depending on your card issuer, different security questions may be asked. SWIRL Card have no control over these security questions and advises you to follow the instructions displayed onscreen (please see examples below):

For more information on 3D Secure please contact your issuing bank.

Bank of Ireland

https://personalbanking.bankofireland.com/help-centre/3d-secure/

AIB

http://www.aib.ie/personal/online-services/Secure-Internet-Shopping

Ulster Bank

http://group.ulsterbank.com/secure.ashx

The Swirl card can be used in the following ways:

1. Withdrawing cash from ATMs:
   
   The Swirl MasterCard can be used at any ATM displaying the MasterCard logo*, 24 hours a day, at over 1 million ATMs worldwide. Simply insert your MasterCard into the ATM and follow the instructions. Remember you will need to enter your 4 digit PIN in order to complete the transaction. Please click on the link below to find your nearest ATM.
   • How much can I withdraw at ATMs?
     
     The ATM limit on your card is €1,000. This is the maximum amount you are permitted to withdraw from your card in any 12 month period. The maximum you can withdraw in one transaction is €500. However, the daily limit on your card is €1,000 so you can complete multiple withdrawals in one day. These limits are also subject to the withdrawal limits of the local ATM. A fee of €1.50 will be charged for each withdrawal that you complete. Some ATMs may charge an additional fee for dispensing cash. We recommend that you avoid using fee charging ATMs. It is also important to note that the exchange rate may vary and that the currency withdrawn depends on the ATM used. Usually it will be the local currency of the ATM wherever the recipient is located at the time.
   • Which ATMs can I use and how can I find them?
     
     Using Swirl MasterCard, funds can be withdrawn at any ATM worldwide where the MasterCard logo is displayed. Funds can be withdrawn 7 days a week. We recommend that all customers use an ATM that is attached to a bank rather than an ATM in shops and stores. To find your nearest ATM, please click on our MasterCard ATM locator below.
     
     http://www.mastercard.com/uk/personal/en/cardholderservices/atmlocations/index.htm
     • *Please note that ATM withdrawal is only available to registered and verified cardholders.
2. Paying for purchases in store:

Your Swirl MasterCard can be used at over 30 million locations worldwide. Paying by card is a safer option than carrying around cash and a more secure way to shop. You can also keep track of your spending by checking your transaction history on your online account. Remember you will be required to enter your four digit pin code when purchasing items in-store.

3. Paying online or by phone:

You can use your Swirl MasterCard to pay online or over the phone. When using your Swirl MasterCard over the phone or online you will be asked for the following details:

3. • Card type: Please select MasterCard.
   • 16 Digit MasterCard number: Found on the front of your MasterCard.
   • Card expiry date: Found on the front of your MasterCard.
   • CVV/CV2 code: (also known as a security code) found as the last three digits on the back of your Swirl MasterCard
   • Name: Name of the person the card is registered to.

The maximum transaction you can put through on your Swirl card in one payment, and within any 24 hours, is €2,500. If you have the upgraded limit and wish to make a payment for an amount greater than €2,500, please contact Customer Service on 01 6877 985 and we will arrange to have your limits temporarily increased for you.

Please be advised that some companies require the name on the order form to match that of the name of the registered card holder. If the company are unable to confirm the name and address of the cardholder, they may refuse to take payment from your card. Swirl Card does not accept any liability for any company that refuses to accept the card for this reason.

Purchases in-store

The Swirl MasterCard is a chip and pin card so you will need a four digit PIN code when making purchases in store. This code can be found in your card pack by peeling off the pin tab to reveal a four digit pin. You might need to hold the pin tab up to the light or against a white piece of paper to reveal the pin. Please note that this pin code cannot be changed. The majority of merchants throughout Europe are able to accept a Chip and PIN card. As many cards issued in the USA are Magstripe cards only (do not have a Chip), you may be asked to sign for your purchase without entering your PIN. Merchants may also require some form of photographic identification (passport/licence) before accepting your card. Customers should ensure that they have written their signature on the back of the MasterCard.

ATM Withdrawals

You will also be able to use your pin code for ATM withdrawals. Insert the MasterCard into the ATM with the chip side entering first. Please ensure that the magnetic strip is facing down and the MasterCard and Swirl logos are facing upwards.

*If you lose or forget your pin code please contact Customer Services on +353 (0) 1 687 7989 for advice on how to retrieve it.

Customers should note that a 15% tip provision applies to payments made through service terminals i.e. hotels, restaurants, ticket booking services etc. This means that you must ensure that 15% of the original transaction value is available to cover this provision. Please note that only the original transaction amount will be charged to your card. However, the transaction will not be authorised unless the 15% is available on your card in the first place.

A pending transaction is a temporary charge held against the available funds on your account. It relates to an approval issued by the bank in response to an authorization request sent in by a merchant. The transaction is in a pending status until it has been cleared (or settled) by the company in question. Typically transactions are cleared at the end of each day. In all cases, pending transactions relate to purchases or withdrawals that have not been settled.

In most cases a pending transaction will be settled and converted into a completed transaction (purchase) within a day or two of the date of the transaction. If a pending transaction is not settled then it will stay in pending and be automatically released back into the customer’s available balance after 30 days. To release a pending transaction before this we will need you to do the following:

•Contact the merchant you had the transaction with.

•Ask them to provide you with written confirmation (via fax or email) stating that the transaction was a pre-auth, cancelled or declined.

•The company will need to state the following:

1. The company name

2. The date of transaction

3. The amount of the transaction

4. That the transaction has been cancelled/ used as a pre auth.

Please forward this email to the Helpdesk on info@swirlcard.com or fax (0353) 45 898798 with your Customer Number in the subject line. Once we receive this information we will immediately forward it onto our issuing bank to have the transaction cancelled and the money returned to your account. This will be done on the same day that the email has been sent.

For further information please contact our Customer Service Helpdesk on 0203 0262 641.

We offer very competitive exchange rates to ensure that you can spend money worldwide without paying exorbitant fees or charges. The exchange rate is fixed by our issuing bank daily and is an indicative rate. When purchases are made, the exchange rate used will be the rate in effect on the day the transaction is settled. Please note that the amount charged on your card may vary from when the transaction is authorised to when it is settled. This would be due to fluctuations in the exchange rate from one day to the next. 

Please be advised that the currency conversion rate that you receive from online sources such as XE Currency Converter is only a mid market rate and does not include any of the administration fees charged by a bank.

With Swirl you can access all your transactions from your online account. Simply log into your online account and click on “View recent transactions”. All transactions that have been made on your card will appear. If you have a query in relation to a transaction on your account please contact our Customer Service Helpdesk on 0203 0262 641.

To reset your password please call our Customer Service Helpdesk. We will ask you to confirm your Customer Number, name and date of birth. Please be advised that we can only reset passwords for the card holder. Once your password is reset you can then change it back to something more suitable for yourself. To do this log into your online account and click on “Edit my profile”.

Bank Transfer

Debit Card

SPECIAL OFFER : 99 cent for every top up until the 31st of December 2016.

If your card has been lost or stolen, damaged or retained by an ATM, immediately call our Customer Helpline on +353 (0) 1 687 7985. Our customer service team will do their best to protect your money and advise the best procedure for each customer’s case.

Alternatively you can access your online account 24/7 and suspend your card. Your card will be automatically blocked to secure your funds. To do this, log into your online account and select “Suspend Card” and click “Suspend”. Once the card is suspended you will need to call our Helpdesk to cancel the card. You will then be able to purchase a new card and re register. From there we can transfer your old balance to your new card.

If you need a separate loading card, please contact our Customer Service Helpdesk on +353 (0) 1 687 7985. Your loading card will arrive within 2-3 working days.

You can purchase a new card pack from your local Payzone agent or purchase online for direct delivery. Please ensure you have cancelled the card with our Customer Service Helpdesk before you try to register a new card.

You can purchase a new card pack from your local Payzone agent or purchase online for direct delivery. Once registered, we can then proceed to transfer your funds to your new Swirl MasterCard.

You can only have one card registered to your name at any time. You can have up to three cards in a life time and up to 4 cards per household*. If you require more information please contact our Customer Service Helpdesk +353 (0) 1 687 7985.

*The total loading limit per individual is €2,500 (€15,000 for certified customers), regardless of how many cards you have. You cannot exceed this limit by registering and upgrading multiple cards in your name.

You can send money to every country where ATMs are available and where MasterCard is accepted*.

*With the exception of India

If you notice transactions on your account that have not been made by you please report them to our Customer Service Helpdesk where our representatives will investigate. You may be required to fill out a chargeback form including: date of transaction, customer number, dispute amount and currency, reason for your dispute. Upon receipt, our Issuing bank (Catella Bank) will start investigation. Your Swirl card will be only credited after successful clarification with the merchant.

Note: A chargeback claim can only be opened within 8 weeks of the transaction taking place. The process take up to a maximum of 180 days to resolve and not all cases are resolved successfully.

Swirl MasterCard provides a Customer Helpdesk Service where you can direct your questions and queries. The customer helpdesk can be contacted between 9am and 5:30pm Monday to Friday on +353 (0) 1 6877985.

Our friendly and helpful team will require you to have your Customer Number ready and be able to confirm your details. We will never ask you for your PIN or MasterCard number. These details should never be revealed to anyone for security reasons.

For non-urgent request and queries you can email our helpdesk on: info@swirlcard.com or use our Live Chat service where our Customer Service Representatives will be ready to help.

If you want to close your account simply call our Helpdesk on
+353 (0) 1 6877988 where our representatives will ask you to confirm your name and date of birth and the reason for closing your account. There is a €15 redemption fee for cashing out remaining funds on the account so we would advise you to spend your balance before cancelling your card.

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 in your welcome pack. There is a €15 redemption fee for cashing out remaining funds on the account into your bank account.