How and where can I change my personal data?
In the Payment Portal (https://portal.xpay.cards) under the tab "Settings", you can adjust your personal data such as address, cell phone number or email address at any time. In addition, you can also change your password and / or your security question. If you can no longer log in and you no longer have access to the stored cell phone number or email address, please contact us at Customer Care. Please use the contact form under https://kartenprogramm.xpay.cards/de/contact. If you would like to change your email address, please send us a picture of your ID card (front and back). Please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new. If you want to change your cell phone number, please call us from the new cell phone number and have the answer to the security question ready. We will check your documents and, if necessary, identify you by phone to be able to make the changes.
Where can I see the fees?
In your Payment Portal (https://portal.xpay.cards), you can view your open charges and when they are due under "My card -> Fees". Under the "Turnovers" tab, you will find the "Show fees" button to view the fees charged in your turnover overview.
How can I retrieve my transactions?
Your turnover is available in the Payment Portal (https://portal.xpay.cards) under the "Transactions" tab. You can select the period for which you want to display the transactions. You will find an overview of your fees in the Payment Portal under the "Show fees" tab. You can also create a PDF for the selected period or download a posting document for individual transfers.
An incorrect transfer was made to my account by mistake - what can I do?
The client must submit a request for re-transfer to his bank. When this request is delivered to us by his bank, we will transfer the amount back to the client with your permission.
How do I execute a bank transfer?
In your Payment Portal (https://portal.xpay.cards), you will find the transfer function under the menu item "Account functions".
Why do I have to enter a TAN every time I log in, or why is authentication required in the Payment Portal?
Entering a TAN when logging in is for your security. In general, you will always be prompted to enter a TAN when you want to log in with a device that is still unknown. In the following cases, you will be prompted (again) to enter a TAN when logging in: 1. you are using a new device Each device must be confirmed individually. For example, if you use your PC and your smartphone to log in, both devices must be activated to ensure that no TAN entry is required. 2. you are using a different browser or have adjusted the browser settings. A so-called fingerprint is used to identify your device, which is made up of various parameters (e.g. device type, browser type, screen resolution). If these parameters change due to the use of a different browser or if the browser settings have changed, devices that have already been unlocked can no longer be recognized and you will be prompted again to unlock the device when you log in. Authentication For your security, please confirm your device by TAN. By entering your TAN, this device will be unlocked for a period of 90 days. Why is this important? Every time you (or another person) try to log in to your Payment Portal from another computer, you will be prompted to enter a code. This is for the security of your account.
Why did my SMS not arrive?
Several factors can be the reason that your SMS did not arrive. First of all, you should check your connection, you may have to ask your provider if there are connection problems here. Additionally, you can try to restart your cell phone.
I have forgotten my password - what can I do?
If you have forgotten your password, you can reset your password via the stored security question. After the first failed login attempt, you will see the "Reset password" button. If you have not yet saved a security question for your account, please contact our customer support. Please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new.
How can I object to a direct debit?
In the Payment Portal (https://portal.xpay.cards) under the tab "Account functions -> Direct debits", you will find all direct debits received. There it is possible to object to individual direct debits. Direct debits can be recalled for up to 8 weeks. It is also possible to deactivate the direct debit procedure. This means that merchants cannot collect any direct debits from your account.