FAQ – Frequently asked questions

You can open a kingpay Account in the kingpay app. You will need to complete the ID check with your ID, a selfie and proof of address. You must be at least 18 and live in the EEA, Switzerland or the UK.

You can find the full fee list in the Fees and Limits Schedule. In short: the account costs EUR 19 per month or EUR 199 per year, debit card top-ups are free, the first 15 SEPA transfers in and out each month are free and then cost EUR 0.29, the first 20 EEA card payments each month are free and then cost EUR 0.12, ATM withdrawals cost EUR 2.50, and FX markup is 0%.

No. Opening the account is free.

It is a debit Mastercard linked to your kingpay e-money account and your EUR IBAN. You can use it anywhere Mastercard is accepted.

Apply in the kingpay app. Once your ID check is approved, your virtual card is issued right away, and you can also request a physical card.

The card issuer is the regulated company that issues the card and the underlying account. It is responsible for the legal and regulatory side of the product and for safeguarding customer funds.

For EEA customers, the issuer is Heuro SAS. For UK customers, the issuer is Moorwand Limited. Card Compact Ltd. acts as the Programme Manager.

Yes. Your money is kept in safeguarded accounts with the issuer, not by Card Compact.

The account, IBAN and card are issued by regulated partners. Card Compact Ltd. manages the programme, while Moorwand Limited and Heuro SAS provide the regulated issuing services.

Yes. Your personal data is handled and protected with technical and organisational security measures.

We keep customer data for as long as your account relationship exists and, where required by law, for 6 years after the account is closed. Some other data may be kept for shorter periods.

You will usually need to provide your full name, date of birth, nationality, address, email address, mobile number, ID document, a selfie and proof of address. In some cases, we may also ask for source-of-funds information.

You can ask us to delete your data. Please note that some records must still be kept for legal and anti-money-laundering reasons, so not everything can be deleted right away.

You can contact customer service by email at support@kingpay.eu, by phone at +49 89 215 299 959, or through the in-app live chat.

You can make a complaint by email, phone, post or website form. We will confirm receipt within the required time and review it under the complaints process.

Not yet. Apple Pay is planned for a later phase.

Not yet. Google Pay is planned for a later phase.

No. Samsung Pay is not currently planned for this programme.

We need to verify your identity for legal and security reasons. This helps prevent fraud, money laundering and misuse of the account.

You verify your identity in the kingpay app by uploading your ID, a selfie video and proof of address. The check is carried out through Veriff, with KYCaid as a backup.

At launch, the programme is aimed at customers in Germany, Austria, Italy and France. To be eligible, you must live in the EEA, Switzerland or the UK.

You need to live in the EEA, Switzerland or the UK to open the account.

The minimum age is 18.

If Veriff cannot complete your verification, your application is normally retried through KYCaid. If it still does not work, contact support@kingpay.eu and we may ask for extra documents.

You upload your documents directly in the kingpay app during the ID check. There is no separate document portal.

You can update details such as your phone number, address and password in the kingpay app. For some changes, we may ask for a security check.

You can update your address in the app. In some cases, we may ask for a new proof of address.

Yes. You can change your phone number in the Online Account, and the new number must be verified by OTP.

Yes. You can change your email address, and the new email address must be confirmed by OTP.

Use the password reset option on the app login screen. We will send the reset link to your registered email address.

This can happen if your login details are wrong, your app is out of date, your account is temporarily locked after too many attempts, or your account is under review. If you are unsure, contact support.

If your phone is lost or stolen, log in from another device as soon as possible, freeze your card and reset your password.

If your account activity reaches a level that requires extra checks, we may ask you to show where your money comes from. This can include payslips, an employment contract, business income documents or proof of a sale of assets.

Your statements are available in the kingpay app each month. You will receive an in-app notification when a new one is ready.

No. Joint accounts are not available. Each person can have only one account.

You can close your account in the kingpay app or by contacting support@kingpay.eu. Before the account is closed, you may need to complete the refund process so the remaining balance can be sent to a bank account in your name.

Normally, no. Closing the account or redeeming your balance is usually free. A fee may apply only in the limited cases allowed by law.

You can send money to your kingpay account by SEPA Credit or SEPA Instant from a bank account in your own name. Third-party transfers may be reviewed first.

Yes. You can receive salary and other regular bank payments, such as benefits or insurance payouts, to your kingpay IBAN.

The first 15 incoming SEPA Credit or SEPA Instant transfers each month are free. After that, each incoming transfer costs EUR 0.29.

SEPA Credit usually arrives the same day or the next Business Day. SEPA Instant usually arrives within 10 seconds, any time of day.

Yes. With full due diligence, the limit is EUR 10,000 per transfer, EUR 25,000 per month and EUR 25,000 per year, with a maximum balance of EUR 35,000. With enhanced due diligence, the annual limit can increase to EUR 150,000 and the maximum balance to EUR 200,000.

If the transfer is missing after the normal SEPA timeframe, contact support. The transfer can then be traced using the SEPA reference.

Bank transfer top-ups are free for the first 15 incoming transfers each month. After that, each incoming transfer costs EUR 0.29.

You can top up with EUR debit or credit cards from EEA-regulated issuers, as long as the card is in your own name. The programme itself is EUR only.

No. Card top-ups are free.

Your top-up card is checked through 3D Secure and by confirming that the card name matches the account holder name.

Yes. With full due diligence, you can top up up to EUR 10,000 per transfer, EUR 10,000 per day, EUR 25,000 per month and EUR 25,000 per year. With enhanced due diligence, the annual limit can go up to EUR 150,000.

Top-ups can fail if 3D Secure was not completed, the card holder name does not match, a limit was reached, or the transaction needs an extra review. Contact support if you need the exact reason.

A pending top-up usually means it is still being reviewed or is waiting for settlement. If it stays pending longer than expected, contact support.

A reverted top-up usually means the funding bank returned the transaction, for example because of a name mismatch, a bank rejection or an issue with the source account.

Card top-ups are free under the standard fee schedule. Bank transfer top-ups are only charged after the first 15 incoming transfers each month.

Yes. Some merchant categories are blocked, such as gambling, adult content and illegal goods or services. You can also set your own merchant restrictions in the app.

Card spending is limited to EUR 15,000 per day, EUR 50,000 per month and EUR 150,000 per year. ATM withdrawals are limited to EUR 500 per day, EUR 10,000 per month and EUR 25,000 per year.

Spending is supported in EUR. This is a single-currency programme.

All spending is taken from your EUR account balance. There are no separate currency wallets.

A card payment can be declined if there is not enough balance, a limit was reached, a merchant category is blocked, 3D Secure failed, or the payment was stopped by a fraud or security check. Contact support if you need the exact reason.

Within the EEA, the first 20 POS transactions each month are free and later ones cost EUR 0.12 each. International POS transactions cost EUR 0.15 each.

For card payments in another currency, we use the Mastercard rate provided by Thredd at the time of authorisation. Any ECB-based markup is shown in the FX calculator: https://kingpay.eu/en-gb/fx-calculator.

We use Mastercard wholesale exchange rates supplied by Thredd. The current ECB-based markup is shown in the FX calculator: https://kingpay.eu/en-gb/fx-calculator.

A reverted card payment usually means the merchant cancelled it, reversed it or did not complete it correctly. In that case, the funds are returned to your account.

If you do not recognise a card payment, contact support as soon as possible and no later than 1 month after the debit. We will review it and, where applicable, arrange a refund.

If you were charged twice, contact support. Duplicate card authorisations often resolve on their own, but if they do not, we can review the case and raise a dispute if needed.

Please check the card payment fee schedule for the relevant transaction type.

If the merchant processes a refund, the money is credited back to your account once it comes through the card scheme. If you need to dispute a transaction instead, contact support and we will guide you through the next steps.

If a merchant refund is still missing after 14 days, contact support and share the refund confirmation from the merchant. If needed, we can review whether a dispute is possible.

A pending cash withdrawal usually means the ATM network is still completing the transaction.

A cash withdrawal can be declined if there is not enough balance, a limit was reached, the PIN was entered incorrectly, the ATM operator rejected the transaction, or a fraud or security check blocked it. Contact support if you need the exact reason.

If the ATM did not give you the correct amount, contact support straight away and keep the ATM receipt if you have it. We can then raise a dispute for the transaction.

Cash withdrawals in another currency use the Mastercard exchange rate for the day of the withdrawal. If the rate looks wrong, contact support so the transaction can be checked. The ECB-based markup is shown in the FX calculator: https://kingpay.eu/en-gb/fx-calculator.

For cash withdrawals in another currency, we use the Mastercard wholesale rate via Thredd. The ECB-based markup is shown in the FX calculator: https://kingpay.eu/en-gb/fx-calculator.

You may be charged a card payment fee depending on where the transaction was made and how many POS transactions you have already made this month. Domestic and EEA POS payments are free for the first 20 transactions each month; after that, each transaction costs €0.12. International POS payments cost €0.15 per transaction, with no free monthly limit. If the payment involved currency conversion, the Mastercard exchange rate and any applicable FX markup will also apply.

If you do not recognise a cash withdrawal, contact support as soon as possible and no later than 1 month after the debit.

ATM limits apply: up to EUR 500 per withdrawal and per day, up to EUR 10,000 per month and up to EUR 25,000 per year, with a maximum of 3 withdrawals per day.

If the recipient has not received the transfer, contact support with the SEPA reference and the recipient IBAN so the transfer can be traced.

A SEPA Credit can usually only be cancelled before it enters settlement, so the window is very short. A SEPA Instant transfer normally cannot be cancelled once it has been sent.

If a beneficiary is blocked, it is usually because the payment needs an extra compliance check or more information about the recipient. Contact support and we will tell you what is needed.

A transfer can fail if there is not enough balance, a limit was reached, the IBAN is invalid, the recipient did not pass screening, or the recipient bank rejected the payment. Contact support if you need the exact reason.

A declined transfer usually means it was stopped by a fraud, compliance or security check, or it failed for one of the usual transfer reasons. Contact support if you need more detail.

A pending transfer usually means it is still under review or waiting for settlement. If it stays pending longer than expected, contact support.

The first 15 outgoing SEPA and SEPA Instant transfers each month are free. After that, each transfer costs EUR 0.29.

SEPA Direct Debit is not currently supported on kingpay.

Your physical card is usually sent within 10 Business Days after approval. If it has not arrived after 14 Business Days, contact support and we can help with a replacement.

To activate a physical card, sign it if required, activate it in the app and view your PIN in the app. Virtual cards are active as soon as they are issued.

First, make sure the card has been activated. If it still does not work, contact support so we can check the card status and arrange a replacement if needed.

Please check whether the card is frozen, whether online use is allowed, whether you have enough balance, and whether 3D Secure was completed. If it still does not work, contact support.

Check in the app that contactless is turned on. In some cases, the first transaction after card issue may need to be chip-and-PIN before contactless works.

If you entered the wrong PIN too many times, the card may be temporarily blocked. Contact support and we will help you with the next steps.

You can view your PIN in the app, subject to the required security check.

You can change your PIN in the app or at an ATM, depending on availability. ATM PIN changes are free.

Yes. You can freeze your card at any time in the app and unfreeze it again later if needed.

If your card is lost or stolen, block it immediately in the app or call the 24/7 support line at +49 89 215 299 959. A replacement card can then be arranged.

If you think your card has been compromised, block it immediately in the app and contact support. We will help you secure the account and arrange a replacement if needed.

If an ATM keeps your card, contact the ATM operator first, because they may be able to return it. If the card cannot be recovered, report it as lost or stolen and request a replacement.

You usually do not need to do anything. A replacement card is normally sent about one month before expiry.