Manage my card day to day

If a payment is declined, check the following:

1. Your card is activated.
2. Your card is not blocked or expired.
3. Your balance is sufficient.
4. The merchant accepts the chosen Monizze voucher.
5. The product or service is eligible.
6. Your PIN is correct, if a PIN is required.
7. Online payments are enabled when paying online.

Did you know? You can receive a push notification explaining why the transaction didn’t work. Just go to the “Hub” in your app, then “Communication”.

If contactless payment does not work, insert the card into the terminal and follow the instructions on screen. If your card is declined at several different merchants after these checks, contact our Customer Care. Monizze may ask you to send the card for testing and, if necessary, issue a replacement.

To pay contactless, hold your card close to the terminal until the payment is confirmed. Some card-management actions, including PIN code activations/updates, require the card to be inserted into a terminal and cannot be completed contactless.

Online payments are available only at affiliated webshops. You can deactivate or reactivate online payments from:

• The Card section of the Monizze app.
• The My cards section of MyMonizze.

At a participating online merchant, select Monizze when it is available and enter your Monizze credentials. Some food delivery websites may require a Monizze Virtual Visa Card. Use it only at supported merchants and follow the instructions shown in the app.

With Monizze Pay, you pay in store with your smartphone instead of your physical card.

Step 1 — Activate Monizze Pay: open your Monizze app, then activate Monizze Pay under “Card”.

Step 2 — Pay in store: open your Monizze app, tap on the image of your card at the bottom of your screen, approach the terminal.

If Monizze Pay does not work, check that:

• Your card is active.
• You have opened your Monizze app and tapped on the image of the card.
• Your phone supports the required contactless functionality.
• The Monizze app is up to date.
• You have authenticated in the app.
• The merchant accepts the relevant voucher type.

Easily add or remove a PIN code from your app, under “Card”. The PIN code is always random. Some PIN-related actions must be completed at a physical merchant. If your card is temporarily blocked after several incorrect PIN attempts, use the PIN-reset option in the app if it is available for your card.

Block your card immediately if it is lost or stolen:

• In the Monizze app, under “Card” or on the homescreen.
• In MyMonizze, using the card-blocking option.
• Through Card Stop on +32 (0)78 170 170, available 24/7.

A replacement card is automatically ordered after the card is blocked and should be delivered within 7 business days. Your remaining balance is transferred to the replacement card after you activate it.

A replacement may be needed when your card is lost, stolen, repeatedly declined or approaching expiry. Replacement delivery generally takes up to 7 business days. If your card is expiring, do not block it solely for that reason. Check whether a replacement has been ordered and contact your employer if you have not received it.

The expiry date printed on the card is different from the expiry date of the voucher balances loaded onto it. Check voucher validity in the Monizze app or MyMonizze.

• Monizze Card
• The Monizze app
• Log in to MyMonizze
• Contact Monizze