Your card may be blocked if:

1- You have blocked your 3D Secure (3DS) access

When you make a 3DS payment, it must be validated either by a security code received by SMS, or by validation via your mobile application if you have enabled Strong Customer Authentication.

After three unsuccessful attempts, your card may be blocked.

What to do?

In order to unlock it:

  • Go to the “Cards” section of your account

  • Select the relevant card

  • Click the “unlock” option at the bottom right of the page.

You will then have to validate the unlocking by a confidential code received by SMS or via a strong authentication from your phone.

If you are an employee, you need the validation of your Admin or Manager.

☝️If the card still blocked, you will need to contact our support from your interface.

2- If you have blocked your PIN

If you have entered 3 wrong PIN when withdrawing or when performing a physical payment, the status of your card becomes “PIN blocked”.

What to do?

To reset your Mastercard PIN code, select the card from the Cards section.

From the right tab of your screen, click on Reset PIN code and define a new card PIN code. Then, to finalize the activation, you have to complete a first transaction using your PIN, either in-store or at an ATM.

💡 If you have set up Strong Customer Authentication on your account, you will receive a confirmation request on your associated phone.

☝️ Upon receipt of your card, if you do not remember the first PIN defined during the order, it won't be possible, for security reasons, to request a reset.

In this case, you will have to delete this card and order a new one.

>> How to choose a secure PIN code?

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