Your card should normally arrive within 10 to 14 business days. In individual cases, delays may occur due to logistical factors.

If the card should have already arrived, we will of course send you a free replacement card.

Please contact our customer support: 📞 +49 89 215 299 959 📧 support@kingpay.eu

Activating your card is very simple – just follow these two steps:

1. Top up card

1. Open the kingpay app and log in
2. Tap the "Top up" button
3. Select "Top up card" and then "Bank transfer"

You will now see the bank details for the transfer. Important: When transferring, be sure to include the reference number shown – only this way can the amount be correctly assigned to your card account.

2. Make first payment Once the balance is available, you can activate your card:

• Pay in a store by inserting the card into the card reader the first time (not contactless) and enter your PIN
• Alternatively, you can also withdraw money from an ATM

After first use, your card is automatically activated – from then on, contactless payment also works.

Note: Don't change the PIN before the first payment, as this can delay activation.

You can find your PIN code in your app:

1. Log in with your security code
2. Click on 'PIN'
3. Click on 'Show PIN'
4. Enter your security code again
5. Your PIN will now be displayed

With this you can immediately make secure POS payments and withdraw cash with your kingpay Mastercard® at all Mastercard ATMs worldwide.

A virtual card is a digital payment method designed specifically for online payments.

It contains all necessary card details:

• A 16-digit card number (PAN)
• An expiry date
• A CVV code (security code)

Fraud protection: Virtual cards offer an additional security layer as they are used separately from your physical card. You can use them, for example, for individual merchants or one-time purchases.

Virtual cards can be blocked or deleted at any time if needed, without affecting your main card. This way you maintain full control over your online payments.

If your card has been lost or stolen, please replace it as quickly as possible:

1. Block card

• Open the kingpay app
• Select your card
• Tap the settings icon
• Select "Block card"

Your card is now deactivated and protected from unauthorized use.

2. Order replacement card

• Tap the settings icon again
• Select "Order replacement card"
• Follow the further instructions in the app

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If you suspect that your card was used for an unauthorized or fraudulent transaction, you should immediately take the following steps:

1. Block card immediately

• Open the kingpay app
• Select your card
• Tap the settings icon
• Select "Block card" to prevent further fraudulent payments

2. Report transaction

• Go to your transaction overview in the app
• Select the relevant transaction
• Tap "Need help with this transaction" and follow the instructions

3. Contact customer support

• Contact kingpay customer service directly via in-app chat or by phone at +49 89 215 299 959

4. Order replacement card

• After blocking, you can request a new card directly in the app (under "Settings" > "Order replacement card")

5. File a report

• In serious cases, we recommend additionally reporting the incident to the police