If you can still log in:

1. Log in with your old phone number in the app
2. Go to "Personal Data" and then to "Phone Number"
3. Enter your new number and follow the verification instructions

If you can no longer log in:

1. Open the kingpay app on your smartphone
2. Tap "Need help?" and then on "Phone number changed?"
3. Follow the instructions in the app and verify your identity

You can use Face ID or Touch ID to unlock the app and confirm payments – quickly and securely.

How to activate biometric login:

1. Open Settings (gear icon) in the kingpay app
2. Go to the "Security" section
3. Activate Face ID or biometric authentication

Protecting your finances is our highest priority. That's why we use modern security measures:

Secure app access:

• Verification via Face ID, Touch ID or personal security code
• Automatic checking for suspicious activities
• One-time confirmation code (OTP) via SMS when needed

Intelligent warning systems:

• Automated security monitoring detects suspicious transactions early
• Immediate notification of irregularities

Confirmation for online payments:

• Push notification when a merchant needs to verify a payment
• Two-factor authentication for certain transactions

Virtual cards:

• Separate cards for different online shops
• Significantly reduced risk in case of attempted fraud

If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling +49 89 215 299 959 immediately.

Restricted account

Your kingpay account may be temporarily restricted for various reasons:

• if identity verification is incomplete
• if the origin of your funds has not yet been confirmed
• if other documentation is missing

Steps to restore your account:

1. Check your email inbox – in most cases our customer service has already contacted you
2. Make sure that all uploaded documents are clearly legible, valid and not expired
3. Keep proof of current transactions ready if needed

Important: If requested information is not provided on time, this may lead to closure of your account.

Chargeback is a procedure that allows cardholders to reverse an unauthorized payment via their payment card.

This is typically used for:

• Fraud
• Non-delivery
• Incomplete or damaged goods
• Double charging

How to request a chargeback:

1. Open the app and go to your transaction history
2. Select the transaction for which you want to request a chargeback
3. Fill out the displayed form completely
4. Provide all requested information and documents, e.g. invoices or screenshots
5. Our team will carefully review your request and then contact you with an update

Important: Please contact the merchant first to resolve the case directly. If this is not successful, you can contact us. In this case, please also keep the communication history with the merchant ready and upload it in the form.

3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments.
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Authentication is the process by which you identify yourself by sharing secure information that is available only to you.

3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to gain access to your payment details.

Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder.

You will receive a 6-digit One Time Password (OTP) for each online purchase you make at participating merchants. The OTP will be sent by SMS or by email to the mobile phone or email address which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider and the transaction will be approved or declined.

The partially masked mobile number and email address will be displayed on the authentication page so that you can check that those details are correct. If the mobile number and email address are incorrect, cancel the transaction and either update your information on the portal or contact Customer Services by calling +49 89 215 299 959

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If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling +49 89 215 299 959 immediately.