If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted.

You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below.

• Ask the merchant to send you the following:
  • An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account)
  • Confirmation (in an email, for example) that the merchant agrees to release the hold.
• Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.

More and more online stores and e-commerce websites use Mastercard Identity Check online shopping security technology. You can recognize it by this logo:

As well as the regular details you need to provide when shopping online, you will also need to choose an additional authentication method:

By text message and password. You created a password when you activated your card security. Here you receive an authentication code by text message. You must enter this code along with your password.

In the bpaid app. If your bpaid card is protected with an mPIN, you will receive a notification on your smartphone. Tap to open the bpaid app, then enter your mPIN (or use Face ID or fingerprint recognition) to authorize the payment.

Return to the merchant’s site to confirm and complete the transaction.

Is your card not yet protected by Mastercard Identity Check?

• Read how to activate Mastercard Identity Check on your bpaid card in the bpaid app.

Reloading your card usually takes three business days, or five in exceptional circumstances. There are two reasons why you may not see your funds on your card after five business days:

• You did not enter the 12-digit ID code on the back of your card (100/xxxx/xxxxx) in the structured reference field.
• You have reached your reload limit (minimum €10; maximum €2,500 per reload and €8,000 per year)

The amount will be returned to your amount within 10 business days.

See the steps for activating Mastercard Identity Check on your bpaid card in the bpaid app. Or check out the instructional video below the answer.

1.

Log in to your bpaid account in the app.

If your card is not secure, the app will ask you whether you wish to activate your card for online payments.

2.

You can also do this yourself in “Manage card” > “Activate online payments”.

3.

If you have already linked a mobile phone number to your card, you can continue. If not, follow the instructions for registering a mobile phone number at a Post Office.

4.

You will receive an activation code by text message on that number.

Enter this six-digit code when requested in the app.

5.

The next step is setting your Mastercard Identity Check mPIN. This is a six-digit code you use for online transactions protected with Mastercard Identity Check. Depending on your smartphone, you can also use Face ID of fingerprint recognition.

6.

In the event of an online transaction you will be asked to authorize your payment in the bpaid app by means of your mPIN, Face ID or fingerprint recognition.

7.

After confirmation the “Activate online payments” option will no longer be visible in the “Manage card” menu.

You cannot transfer funds from your bpaid card to your bank account.

If you wish to cancel your bpaid card and claim the unused funds on the card, visit a Post Office. You will have to present your ID card and your bpaid card. The unused funds on the card will be transferred to your account along with a proportional part of the annual administration costs.