Questions ?

What is a prepaid card?

A Prepaid Card provides you with access to all merchants and Cash Machines (ATM) that accept payment cards. With this card you do not have to apply for a bank account or pay interest like on a credit card. The Prepaid card is a card that carries a variable amount of money based on the amount loaded onto the card. Each time you use the card to buy something or withdraw cash at a Cash Machine (ATM) the purchase amount is deducted from the available balance.

Where can I use my prepaid card?

Your Prepaid card can be used at millions of merchants worldwide, online stores, and at any Cash Machine that will accept it. There are over 1 million ATMs and 40 million merchants worldwide.

How does the prepaid card work?

You can use it at a point of sale location to make purchases and at a cash machine (ATM) to withdraw cash.

Who can get a prepaid card?

Anyone over the age of 18, who complies with the Terms and Conditions can order the prepaid card through our participating merchants and sites as long as they reside in one of our participating jurisdictions.

My country is not listed, will you be providing support to my jurisdiction in the future?

Our top priority is to add services in as many countries as possible. We encourage you to contact us at cosmopayment@cardportal.com in order to see what options are available to you. We are constantly adding new countries, and your country may be next. Make sure to follow us on Twitter @CosmoPayment and other social media accounts in order to be updated as soon as there is any news.

What are the associated fees?

You can see all applicable fees by clicking here.

How can I register for a card?

Click on the SIGN UP TODAY button in the top right-hand corner of this page to register for your free account, or contact us at cosmopayment@cardportal.com to see what options are available to you!

I am a business, how can I get set up with Cosmo Payment?

Please send an e-mail to sales@cosmopayment.com and describe your business needs, someone will be in touch within 24 hours.

Is this service safe?

All of our banking partners are AAA rated financial institutions, located around the world. Your funds are always held in a notable bank covered by the appropriate jurisdictions regulatory bodies. We are fully transparent about our business processes with our partners in order to ensure a long lasting and open relationship. We adhere to the highest PCI compliancy standards and are an authorized PCI compliant company.

Who can use the card?

The cardholder is the person whose name is imprinted on the card. This is the person to whom the card was issued and the only person authorized to use the card.

What is a virtual card?

A Virtual Card is an on-screen image of your prepaid card which allows you to make online or telephone payments, receive funds, and shop online. A Virtual Card is a simple and quick way to get started with a Prepaid Account.

Why upgrade to plastic?

By upgrading to plastic, you’ll be able to make POS purchases and withdraw funds from an ATM/Cash Machine.

How do I check my card balance?

To check the balance of funds on your card and to see your transaction history, simply log in to your account at cosmopayment.com. Your balance will be displayed at the top of the page. You can select the Transaction History tab for more info.

What is the card SAN?

SAN - Secure/Secondary Account Number, the 9 or 10 digit number found on the back of the prepaid card. You can safely share this number to your payers and anyone who wishes to send you funds.

Can I use the card on the internet?

The Prepaid card may be used for online transactions wherever it is an accepted form of payment.

Can I use my Card without any money on it?

No. You can use your card only once it has been activated and you have funds loaded on the card. You risk losing the card to the ATM if you try withdrawing money before it has been activated or loaded.

How does my card work at a cash machine (ATM)?

You must have upgraded your card in order to receive access to withdraw at a cash machine (ATM). To upgrade your card, please go to 'My Account' and click on 'KYC Documents'. Click on 'Validate Account' and follow the steps. You can find information on what type of documents are accepted and upload your documents.

The cash machine (ATM) gives me choices of multiple accounts to choose from to withdraw money.

Choose 'Current' or 'Checking'.

How do I use up a balance too small to withdraw at an ATM?

Ask a merchant or cashier at a store to charge the exact remaining balance to your card, then continue to pay the remaining purchase balance in whichever form you wish.

How can I minimize cash machine (ATM) related fees?

1. Select your cash machine carefully. Cash machines and their cooperative banks fees and maximum withdrawal policies vary greatly.

2. Consolidate your cash machine usage by withdrawing the maximum allowed by your card account and the ATM.

3. Do not try to withdraw more than your card account balance from a cash machine. You will be charged a fee for the failed cash machine usage.

What foreign exchange (FX) rate is used?

Foreign Exchange Conversion rate is computed at the time of the transaction, whether at a retail venue or at a cash machine. Conversion rates are calculated based on daily rates, any fees applicable by the retail or cash machine location and other processing entities.

What is a pre-authorization hold?

A merchant may place a pre-authorization hold on a certain amount of funds on your card to verify that you have sufficient funds to pay for the transaction. When your final bill is less than the pre-authorized amount, the remaining funds may be held for up to eight days before being released to your available balance. For example: A restaurant may pre-authorize a set amount when you open a tab. A car rental company or hotel may hold the amount equal to one day's rental or stay. Gas stations generally place pre-authorization holds for approximately $50 when you pay at the pump. If you pay for the gas inside, and specify the exact amount you intend to purchase, only the actual purchase amount will be deducted from your card balance.

How do I upgrade to a Plastic Card?

First, you must have enough funds in your account to cover the cost of ordering the card. Give your SAN (Secure Account Number) to your payer so that they can add funds to your account. Once you have recieved payment, log into your account and select the button “Request Plastic Card”. Your plastic card will take approximately 10-15 business days to arrive at your provided address, unless a courier has been requested.

How do I activate my card?

You will receive an email with instructions on how to activate your card. This email includes the web access code you must use to sign in for the first time. Upon first login (using your card number and access code), you will be prompted to update your personal details. You can then upgrade your card to increase its limit, by clicking 'Upgrade Card' and uploading a proof of ID and proof of address.

I lost my activation email, including the access code to activate my card, what do I do now?

Please contact us and request your access code to be reset, or click Forgot Access Code on the Sign In page.

What is the difference between my access code and my PIN?

Your access code is the password required to activate and login to your card account online; this code is received by email and can be reset upon request. Your PIN is the 'Personal Identification Number' associated to the card account, and is required to withdraw funds and to make purchases at selected ATMs and Points of Sale worldwide.

I don’t remember my PIN, what should I do?

Log in to your account and click Retrieve PIN.

What is a secondary balance?

The Secondary Balance is a separate account which holds your funds for you when you have reached your daily, monthly, or yearly load limits.

Do I receive a statement?

Statements are not sent, however you can view your current balance and transactions online free of charge by clicking on the button 'Login to My Account'.

Is my prepaid card safe to use on the internet?

Yes, you can use your prepaid card on the internet but we advise that you take the following precautions when using any card on the internet: Only use secure reputable sites – lookout for the padlock symbol and 'https' in the URL. When you have finished conducting online transactions or visiting secure websites, remember to properly log-off and close your browser. This will ensure that any information that is stored on your computer or in your browser is erased. You should never give out your PIN when buying online We will never contact you and ask for your card details so never provide them over the phone or by email as this maybe phishing (a fraudster pretending to be a card issuer / bank and attempting to gain your card / account information)

What is the difference between a Card to Card Transfer and an Email Money Transfer?

• Card to Card Transfer - Send funds directly from one prepaid card to another. In order to initiate a Card to Card Transfer, the Sender must know the Recipient’s SAN number
• Email Money Transfer - Send funds from one prepaid card to another via email. In order to initiate an Email Money Transfer, the Sender does not need the Recipient’s SAN number, only the Recipient’s email address through which the funds will be transferred. This email address does not have to be the same one associated with the card, but has to be the one through which the Recipient wishes to receive the funds.

Please note that in both cases, your recipient and your card must be in the same currency. Additionally, please ensure the recipient has completed the verification process in order to accept the funds.

What is the security question & security answer to send and receive an email money transfer?

In order to initiate an Email Money Transfer, the Sender has to choose a security question and security answer. The answer can only be alphanumeric without any spaces. Once the Sender chooses the question and answer, he/she must advise the Recipient of the answer so it can be used to claim the funds.

How do I upgrade to Plastic?

Simply log into your account and select “Request Plastic Card”. Your plastic card will take approximately 10-15 business days to arrive at your provided address, unless a courier has been requested.

What is the diffrence between a One Time Verification Code and an Access Code?

Your access code does not change unless you request to change it in the system. You selected this access code upon account registration. The one-time verification code is a randomly generated code that is sent to your e-mail every time you wish to log in. You cannot personalize this code.

Why am I not recieving the One Time Verification Code on my email?

These codes are instantly and automatically sent to your e-mail upon login. If you have not recieved it, there is a delay on your e-mail server. From our experience, G-Mail works best, Hotmail sometimes goes to spam, Yahoo sometimes arrived after a long delay.

My friend sent me a transfer, why don't the funds appear in my account?

When recieving a transfer from another Cosmo user you must first accept them into your account. For an e-mail transfer, you should have recieved a link via e-mail. Make sure to first log in to your Cosmopayment account, then click the link in your e-mail in order to accept the transfer. For a Card to Card transfer, you must log in to your account, click on Transfer History, and accept the pending transaction. PLEASE NOTE: There will be a short delay after accepting the funds for your balance to update.

Why haven't I received my card yet?

Once you complete the order process, it can take up to 15 business days to receive a card. If that amount of time has passed, please contact Customer CosmoPayment@Cardportal.com.

I have just received my card and it is not working, why?

Your card must be active before you can use it. Follow the simple steps upon logging in to your account. If you continue to experience difficulty, contact us for further assistance.

Why isn't my balance what I think it should be? Why is a transaction showing more than I authorized?

At times your card balance may not match the purchases shown on your card account for any of the following reasons:

• You reached your load limit and your funds were deposited into your Secondary Balance. You can transfer this balance to your card once the limitation has expired.

• Same day transactions do not appear on your card account, but the amount is deducted from the available balance. The transactions will generally appear on your card account the following day.
• There may be an outstanding authorization for a purchase that was made, but the merchant has not collected its money yet. This type of transaction will only show on your card account after the merchant has collected its money. In the meantime, the money is held from your card account, ready to be paid to the merchant. For example, this may happen for internet or mail/phone order purchases. The merchant may settle the money when they ship the order, rather than on the day the order was placed. In this case, the funds are marked for the merchant and deducted from the balance, but will only show on the card account when the bank actually pays the merchant for your purchase. This process could take a minimum of eight days to clear.

Why can’t I transfer my Secondary Balance?

You have potentially reached your load limit, please view the Card limits tab on your account to see when you can transfer the remainder. Keep in mind there are Daily, Monthly and Yearly limits

What do I do if my card is lost or stolen?

The first thing we suggest is to access your prepaid account by either using your card number, SAN, or email address and your Access code to manually block your card. If you are unable to access your account please contact us at CosmoPayment@Cardportal.com. Please provide your SAN Number or Card number in your e-mail.

My card is about to expire what do I do?

Contact CosmoPayment@Cardportal.com to request a renewal.

My card has stopped working, why?

This could be for a number of reasons.

• Your card is damaged
• The card has expired - please check the expiry date on the card itself. If your card is expired please contact CosmoPayment@Cardportal.com to request a renewal.
• You have reached your daily limit.
• There are insufficient funds remaining on the card.

Why can't I log into my card account online?

Please watch this short video to help you with the log-in process;

https://www.youtube.com/watch?v=6yZ3GIVeHf8

Please remember that your access code is always the same when logging in, and your one time verification code is a randomly generated code sent to your email, every time you log in.

The log-in process is case sensitive, so make sure to type in both your username and password exactly as you first defined them. If you forgot your password, or your login still isn't working, contact CosmoPayment@Cardportal.com.

*Note: Do not try to withdraw funds from your card until your card is activated and funds have been loaded onto it. Otherwise, you risk losing your card to the machine.

Why are my online transactions being declined ?

We have implemented a security feature which restricts your card from being used for online shopping without your permission. All you need to do is log in and tick the box on the "My Account" tab in order to allow transactions for a 30 minute period. This feature will automatically reset once 30 minutes expire.

I've reached my yearly limit, what do I do now?

Please contact CosmoPayment@cardportal.com in order to see what options are available to you.

What is KYC?

KYC - Know Your Customer, these are the industries minimum regulatory requirements in order to recieve full account access. These requirements are mandatory, non negotiable, and include the following; 1. Valid Government Issued ID - Passport, Drivers Licence, etc. 2. Proof of Address (dated within 3 months) - Bank Statement, Utility Bill (Electricty, Water, Heating, Cable TV, Internet), Tax statement. Mobile phone statements, voting cards, rental agreements, invoices... are not acceptable proofs of address.

I uploaded my documents, how long does approval take?

You will recieve feedback on the documents submitted within 24-48 business hours. Submission does not mean your account has been approved, we must first review the documents. Please do not upload new documents before we have reviewed them, as this will reset the timer.

Is KYC mandatory? Can't I have an anonymous account?

KYC is absolutely mandatory in order to be eligible for a Cosmo account. Do not register for an account anonymously as you risk having your funds frozen. Please ensure that all information provided is valid and truthful.

My documents keep getting rejected? What's the problem?

While the minimum requirements are simple, the guidelines are strict. Every time a document is submitted and subsequently rejected, you will recieve an e-mail explaining why. Please check your spam folder for this e-mail. Common causes of rejected documents include; Blurry Photos The 4 corners of the document are not shown Information does not match what was provided Expired Documents Invalid Documents We require the front and back of your ID in the same image

What can I do before my account is approved?

You can instantly provide your SAN (secure account number) to your payers in order to get paid. Once paid you can order your plastic card.

How many documents should I upload?

Please only upload one document per category. We only keep one document on file, therefore uploading a new document will override what is on file.

Do you keep my documents?

We only keep on file the documents used to approve your account, 1 per category, we do not keep all documents uploaded. These documents are stored securely as we are a PCI compliant company.

Its been more than 48 business hours, whats happening?

If you uploaded a new document while we were reviewing, this reset your timer. Please note, documents are reviewed monday to friday 9AM EST to 5PM EST. Your documents may have been reviewed and an email with feedback was sent and it has either not delivered, or was delivered to your junk folder. If you still feel that the review period is taking too long please contact cosmopayment@cardportal.com so we can take a look.

Your requirements are too strict, can we work something out?

Unfortunately these are the bare minimum requirements in order to be eligible for an account. You are being provided with a highly regulated financial instrument and therefore these requirements are non-negotiable. Feel free to e-mail us so we can help guide you with your document submission.

I rent/live with my parents and no bills are in my name, what can I do?

You can provide a bank statement or governement tax statement. If those documents are not possible, you can have a lawyer or notary provide you with an official proof of address, or visit your local government office, police station, or post office and request an official proof of address.