FAQ

Answers to the most common questions you may have about ipagoo and its services

Popular questions

If you have lost your card or it has been stolen, the first thing you have to do is to ‘Block’ the card via our ipagoo app.

Please go to the card section in the ipagoo app and select ‘Block Card’.

Once the card has been blocked, if you cannot still find it, please contact the ipagoo customer support team to cancel the card. You can request a new card using the ipagoo app.

If you are unable to use the ipagoo app, you can use our 24/7 automated phone service to block your card:

  • UK: +44 20 7462 8416
  • Italy: +39 02 947 57 114
  • Spain: +34 911 88 00 36
  • France: +33 1 84 88 87 81
Category: FAQ

To complete your registration with ipagoo you will need to take a selfie with your ID document. For security reasons, this selfie must be geolocated at the address you entered during the registration, check our videos below to understand how to activate geolocation on your phone and on your camera.

 

 

Category: FAQ

In order to receive your ipagoo debit card you must first request it using the ipagoo mobile App. To begin, enter the ipagoo mobile App and click on the card icon (located at the bottom of the screen on iOS and on the top on Android phones). Click on the “+” symbol to select which card you want from the colours presented, then select how you want your name to be displayed, the language of the letter that will be sent to you with the card and also the main country where the card will be used.

Accept the terms and conditions and submit.

If the order is successful you will see that the ordered card remains on the card screen as “not active”.

The card will be sent to you by postal mail to the address you used during the on boarding process or if it has been updated, to the most recent address we have for you. The ipagoo debit card will arrive at your address within 5 working days.

Category: FAQ

You are eligible to register and open one or more accounts with ipagoo if you are:
– at least 11 years old
– national from or resident in one of the eligible countries (see list below)

 

European nationals resident in some countries considered as high-risk may not be allowed to open accounts with ipagoo. We will assess each application individually.

 

Eligible European countries and territories:

Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Gibraltar, Guernsey, Iceland, Ireland, Isle of Man, Italy, Jersey, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, Vatican City.

 

For more information, please refer to our Terms of Use.

Category: FAQ

ipagoo accounts are not remunerated, you are however free to leave funds in them for as long as you would like.

Category: FAQ

Transfer costs depend on where the destination account is, for instance, transfers between ipagoo accounts are free, even if they are in different countries and currencies. Payments from ipagoo to other banks will be charged depending on the country of the destination bank. ipagoo offers up to three payments per month to other banks for free if those banks are within the European Union.
For a detailed list of costs please refer to our Table of Fees and to our Terms of Use.

Category: FAQ

ipagoo complies with all laws and regulations in the countries where it operates. Different countries however, have different reporting regulations; while some countries require us to disclose all account openings, others don’t. You should assume that if banks in a specific country report account openings, ipagoo will be subject to the same obligations.

Category: FAQ

Yes it is. ipagoo is regulated by the Financial Conduct Authority of the UK and also by the local regulators of the countries where it operates. The regulations to which ipagoo is subject, impose very strict safety obligations to protect it against fraud and cyberattacks that could compromise our client’s money.

More importantly ipagoo does not invest or lend its client’s money and it keeps the money segregated from its own assets. For this reason your money is not subject to credit or market risks nor is it exposed to ipagoo’s own risks, which would be the case for traditional banks.

Your money is not protected by the FSCS in the UK if your money is in an account in the UK.

Category: FAQ

During our testing periods, our Customer Service department will be operating between 8.30 am – 17.30pm Mon-Fri, except Bank Holidays. Our automated out of hours service is available should you require assistance beyond normal working hours and we will get back to you as soon as possible. Over time ipagoo will extend these support hours.

 

Category: FAQ

You can contact ipagoo Customer Service by email, Web chat or through our official pages on Facebook and Twitter.

You can find all the information here: www.ipagoo.com/contact-us

Category: FAQ