FAQ’s

Frequently Asked Questions

  • “Customer support Mon-Fri 9AM-5PM

I have made a purchase for an amount higher than my current balance, what will happen to the payment?

If your purchase amount is more than what you have available in your balance, the purchase will be declined.

If you would like to update/change your email address linked to your account, you will need to sent us the following:

A current Selfie / A colour copy of your ID/Passport and additionally, the email should be sent from your current email address linked to the account.

Yes, all fees are listed under Terms & Conditions. This is available on both the app and website.

The card is not a credit card and it carries zero credit limit. You can only spend the funds that is loaded onto the card account.

You can receive UK to UK payment for GBP. In your EUR account, you are able to make SWIFT payments, but not receive. You are able to receive SEPA Payments to your EUR account.

A SWIFT payment generally takes 1-5 working days.

If you have forgotten your pin for your card, you are able to find your secret pin on your APP. Simply log in and you will be able to find your pin inside the APP.

Yes, this functionality will be launching soon

First step is to confirm with the sending bank that the funds have been processed. If a transfer was done using Faster Payments, it should only take a couple of hours. If it was done via BACS, it can take up to 72 hours (3 business days) to reflect in your account. Take note that transactions made over a weekend or on a public holiday, will affect the timing. If you struggle to locate the payment, contact our support team with the proof of
payment, full details of the account holder and email address. Please note response times for payments are 72 business hours.

No, you can only load the account(s) with funds transferred from another bank account.

Send an email to the support team using the email address provided on the website and we will confirm the closing of the account.

As per our Terms and Conditions, if you are under 18 years old, you are not eligible for an account.

You are allowed one personal and one business account. If you have more than one business with the same owner, you are able to register another business account for that company.

The limits are regulated and set by Mastercard and therefore, cannot be adjusted or changed.

We do not offer this product currently.

No, currently we do not offer any interest on account balances.

If you open the website and scroll down to the footer, you will see it at the bottom of the page.

This is not possible, but you can open a separate business account.

This information can be found under ‘legal stuff’ on the app, where all limits and fees are listed.

You need to be over 18 years old and provide proof of identification using either a Passport or Driving License.

Simply send us an email to the support team at the email address provided on the website with your new details, alongside a document with proof of the new telephone number / address and we will update your account. You will receive a confirmation once we have updated your account.

Please use the information you received on your welcoming letter to access your details on the APP or website (insert website). Using the supplied log-in details for your account, complete the fields on the APP and you will have access to your account.

Once your physical card has been received, your virtual card will cease to exist. Any funds loaded on your virtual card (limited to £100,000), will be automatically transferred across to your physical card. All features of the virtual card will be available on the physical card.

Please contact the support team at (insert support email) or use our ‘chat’ function on the app to report it immediately.

Currently, we do not offer credit to individual or corporate account holders.

Simply log into the app and click on the ‘Card’ button followed by clicking the ‘Activate Physical Card’ button.

We unfortunately do not offer this functionality.

You can use your virtual card for online transactions immediately, but it takes about 3-5 business days for your card to be delivered by mail services which operate in the UK, Europe and the US.

To activate contactless payments with your card, a payment entering your PIN number will be required first.
After your first payment has been completed, contactless payments will then be activated.

Yes, Your card will work where Mastercard is accepted.

Yes, These can be downloaded in PDF or CSV format.

These can be found under ‘account’ then just tap on my details.

The best way to contact us is through our in-app chat under ‘message us’, we aim to respond within 2 hours. You can also email us at ( support@compycopay.com)

No, we’re not a bank – we’re a business account. We provide an e-money account with a sort code, account number, EUR IBAN and card. This
means deposits are not FSCS protected. However, your money is protected in a ring-fenced account. You can read more about how your money is protected. All the money held in your (enter programme name) account is covered under the FCA safeguarding requirements and the corresponding regulations*. The purpose of safeguarding is to protect and return customer money if a company fails.*The corresponding regulations refer to Electronic Money Regulations 2011 and Payment Services Regulations 2017. If you want to learn more about these regulations, please visit
the FCA website.

If you have transferred funds from another UK Bank account by Faster Payments (FPS) it can take up to 2 hours for funds to be received into your account. If you are still have an issue please be in contact with us so we can help you further.Your Content Goes Here