When can I cancel?
There is a cancellation period of one month. The effective date for your cancellation is the date of your order. For example, if the card was ordered on the 15th of a month, the cancellation is also effective on the 15th of the month.
When is the first yearly fee due?
The yearly fee will be charged for the first time in the order process of the card. After one year, the new yearly fee will be due at the exact date of purchase of the year before. This amount will be charged on your ''LoversCard''.
Change of name or address
You can change your address at any time in the Payment Portal https://portal.xpay.cards). To change or update your name, please contact our customer support. To do so, please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new.
A replacement card is necessary in the following cases: • Your name has changed • Your card is damaged • Your card cannot be found • Your card has been stolen You can apply for a replacement card in the Payment Portal under the menu item "My card - Replacement card". When you apply for a replacement card, your current card will be irrevocably blocked. After receiving the replacement card Once you have received your replacement card, you can activate it normally in your "Card program" Payment Portal. You can find the costs for the replacement card in the fee table (www.loverscard.xpay.cards/de/fees).
You can terminate your contract at any time in the Payment Portal under "Settings -> Cancel account".
My "LoversCard“ Debit Mastercard® has not arrived
Normally, you will have your new "LoversCard“ Debit Mastercard® in your mailbox within three working days after sending the order form. If this is not the case - there is no need to worry. Sometimes the postal delivery cannot be completed and accordingly it takes some time for the letter to reach us again. Please contact our customer support. Please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new.
My application has been rejected. Why?
Your application has been reviewed by our specialist department to ensure that the required framework conditions are met. It was determined that unfortunately not all of these conditions are met. Therefore, a contract cannot be concluded.
My "LoversCard“ Debit Mastercard® does not work. What could be the reason?
This can have several causes: (a) You have not yet activated your card. For the card activation guide, see "How do I activate my "LoversCard“ Debit Mastercard®?" (b) The card is damaged. Please contact our customer support at cardwebsitecontact to order a replacement card. (c) We have received instructions from you to block the card for security reasons. Please contact customer support to unblock the blocked card. (d) The validity date of the card has expired. If you have provided a valid address, you will automatically receive a follow-up card by mail. (e) A limit, such as the maximum amount for withdrawing money from an ATM, has been reached. You can find the limits valid for your card under Card Website Banking. (f) The merchant where you want to use your "LoversCard“ Debit Mastercard® does not accept Mastercard®. In this case, unfortunately, you will have to use another payment method here. (g) The card reader at the merchant cannot connect to the server and therefore cannot authorize the payment. If none of these reasons apply to you, please contact our customer support. Please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new.
Money was unlawfully debited from my bank account via my "LoversCard“ Debit Mastercard®. What should I do now?
If you notice that a payment that you did not initiate has been made with your card, refrain from any use and please block your card yourself immediately for liability reasons. You must report the misuse of your card to Customer Support within 7 days. Please use the contact form under https://loverscard-faq.xpay.cards/hc/en-gb/requests/new. Customer Support will immediately send you the documents necessary for processing and explain the further procedure. Please note: If it turns out in the course of the procedure that the reported transactions were authorized by you after all, you will incur further costs. Therefore, please handle this option with care. Please refer to the price list (www.loverscard.xpay.cards/de/fees) under "Chargeback" for the costs incurred.
How can I block my card in case of emergency?
You can block your "LoversCard“ Debit Mastercard® by phone or online. To block by phone, dial +49 116 116 (toll-free from a national landline. Additional charges may apply from abroad). To block online, please visit the Payment Portal under https://portal.xpay.cards. Please remember: Once you have blocked your card, it can no longer be used. In this case, you will need a replacement card. To get one, please contact our customer support (https://loverscard-faq.xpay.cards/hc/en-gb/requests/new).