FAQs

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Papaya eWallet

What is a Papaya eWallet?

An eWallet is similar to a current account with a bank. Money can be loaded and transferred instantly at any time.

How can i get an eWallet?

Online: You can get an eWallet here. Once you register and validate your account you will then be able to choose a product. Once you provide your contact details and load your e-wallet, you will be able to transfer money to any Papaya member instantly. The only thing needed is the email address of the beneficiary!

Is money from eWallet available for withdrawal?

Yes, either by using your eWallet online at the participating online merchants or by transferring money to your Papaya Card.

How can I load my eWallet?

Offline
Refer to Loading Channels

 

Online
Bank transfer from your local bank to:Sparkasse Bank Malta plc.
Bank Address:101 Townsquare, Ix-Xatt ta’ Qui-si-Sana, Sliema SLM3112 – Malta
Account Number:10000026977001
Credit the account of:Papaya Ltd – CLT
IBAN:MT27 SBMT 5550 5000 0100 0002 6977 001
Reference number:Your 10 digit reference number
Bank transfer from outside Malta:Sparkasse Bank Malta plc.
Bank Address:101 Townsquare, Ix-Xatt ta’ Qui-si-Sana, Sliema SLM3112, Malta
Account Number:10000026977001
Credit the account of:Papaya Ltd
IBAN:MT27 SBMT 5550 5000 0100 0002 6977 001
SWIFT:SBMTMTMT
Reference number:Your 10 digit reference number
Bank transfer from outside SEPA countries:Erste Group Bank AG
SWIFT:GIBAATWGXXX

Online
Bank transfer from your bank to:SATABANK P.L.C.
Bank Address:Aragon House,Business Center, Dragonara Road, St. Julians STJ 3140, Malta
Account Number:1049968293
Credit the account of:Papaya Limited
IBAN:MT19STBA19116000000001049968293
Reference number:Your 10 digit reference number

How much can I load?

Depending on your level of due diligence submitted with Papaya you can have an eWallet limited to a maximum value of €2,500 or Unlimited. To increase your limits kindly sign in and click on ‘Unlock Products Limits’ button.

When will the loads be credited to my Papaya eWallet account?

This varies depending on the loading method chosen (see Loading Channels)

How much does a Papaya eWallet cost?

The eWallet itself does not come at a fee, however limits and transaction fees may apply (fees table).

Where can I use my Papaya eWallet?

The Papaya eWallet can be used to top up your Papaya Card, send & receive money to other Papaya eWallets and complete transactions with the following merchants:

– Betn1 – https://www05.betn1.com
– Mr Green Italy – https://www.mrgreen.it
– Wild Sultan – https://www.wildsultan.com

Reference Number 

What is the “reference number”?

The reference number is the 10 digit number you receive once you have successfully applied for a product, you need it every time you wish to receive funds into your account via the bank transfer or make a bank transfer to another Papaya member.

Papaya Card

What is a Papaya Card?

The Papaya Card is a reloadable prepaid Mastercard®. It can be used to buy goods and services online, in shops and withdraw cash at ATMs*. It is accepted at over 30 million locations worldwide – wherever you see the Mastercard Acceptance Mark. When you buy a Papaya Card, you can load it with up to €50,000 per year (see limits).

 *Standard Cards domestic use only

Who is the issuer of the Papaya prepaid Mastercard Card?

The Papaya Card is issued by IDT Financial Services Limited pursuant to a license from Mastercard International.
Mastercard and the Mastercard Brand Mark are registered trademarks of MasterCard International. IDT Financial Services Limited is a regulated bank, licensed by the Financial Services Commission, Gibraltar.
Registered Office: 57-63 Line Wall Road, Gibraltar. Registered No. 95716.

Is the Papaya Card a credit card?

No, the Papaya Card is a Prepaid card meaning that the money you transfer/deposit to load into the Papaya Card when you purchase is the money available for you to spend. Once you have spent the full balance, you have to top your Papaya Card up with more money. Your balance can also be checked at ATMs.

When does my card expire?

Your card expires on the expiry date, which is printed on the front of the card. You can then request a replacement card.

Can my card be reloaded?

Yes, your Papaya Card can be reloaded with up to €50,000 (in a year). You will be able to top-up the funds on your card again and again. For more information on how to load and on how to apply now, please click here.

Can i use my card to get cash-back in a shop or pub?

No, the Papaya Card cannot be used for cash-back transactions.

Papaya Duo

What is a Papaya Duo?

Papaya DUO is an online electronic money manager. When you apply for an E-wallet and for a Papaya Card you will handle your money, budget and load your card easily at anytime, and with top-of-the-line encryption.

Buying a Papaya Card

How and where can I buy a Papaya Card?

Online: You can buy a Papaya Card online here. You will need to provide your contact details and validate your account. You will firstly receive a Virtual Papaya Card and once loaded with the minimum amount of €15 (see limits) you will be able to order a Physical Papaya Card. There is a fee of €15 for the Physical card, including an additional €5.00 fee, charged for mailing when a card is ordered online (see fees table). Your card will be sent to you by post and will arrive within 7-10 working days from the application date.
If you already have a Papaya eWallet, you will need to Sign In and click on ‘Order a new product’ at the Dashboard. Select a product you wish to apply for. (The products you own will appear in yellow) 

Offline: You can also walk in our shop located in 31 Sliema Road Gzira, GZR1637, Malta and get Papaya products directly from there.

Is there an age restriction on buying or upgrading Papaya Card?

You have to be over 18 to buy the card and to apply for an upgrade.

How much does the Papaya Card cost?

There is a purchase fee of €10 on top of the value you load into the card. Other card usage fees may apply (including transaction fees). For more information about the fees please refer to the Fee Summary section of your Papaya Card terms and conditions.
An additional €5.00 fee is charged for mailing when a card is ordered online.

What is the minimum and maximum amount I can load onto my Papaya Card?

If you buy your Papaya Card online here or in our shop you can load as little as €15 and up to €3,000 per load (see fees & limits). Please note, the maximum deposit at the shop for the card is €500.

Applying for higher limits will allow you to have a balance up to €15,000 on your card at any time, with a €50,000 annual loading limit. We may require you to send us additional documentation as part of your application in order to enable us to grant you these limits.

Should I get a receipt when purchasing or topping-up my Papaya Card?

Yes, the sales person will give you a receipt when you buy or reload your card.

Do I need to register my details with you to buy or use a Papaya Card?

Yes, you have to click here to register.

I have been given a promotional code. Where do I enter it?

If you buy your Papaya Card online, you will be given the opportunity to enter your promotional code when you are completing the registration. To buy your Papaya Card online now, click here for further details.

Do I need a bank account to get a Papaya Card or to upgrade?

No, you don’t need a bank account to get our prepaid Mastercard or to apply for an upgrade.

Can I get a Papaya Card even if I have been made bankrupt or have any county court judgements?

Yes, no credit checks are required for a Papaya Card or to apply for an upgrade.

Can I use my Papaya Card straight away?

Yes. Once you have signed the signature strip on the back of your card, and you have activated it, you can use your Papaya Card in locations where Mastercard is accepted around the world.

How do I activate my card?

Login to your account and click on Activate button located in the Cards section at the bottom of the page next to the card which requires to be activated.

Ordering a Physical Card

How do I receive my Physical Card?

The first step towards receiving your Papaya Pre-Paid Mastercard is to start by ordering a virtual card. Once this is done, remember to order your physical Papaya Pre-Paid Mastercard!

If you do not already own a Papaya Product:

– Click on Register Now
– Fill in your personal details
– Provide a security question and password to have access to log on to your Papaya account.
– An email will be sent to the email provided in step 1 to confirm the data provided.Confirm and proceed.
– Provide your mobile number and click on submit. An SMS with verification code will be sent to your mobile.
– Enter the verification code you received via sms and click on validate.
– Select Virtual Card.

To get the Physical Card, you will need to load your virtual card with a minimum of €15.00, which includes the card fee and delivery.

– Log on with the email address and password provided upon registration.
– Order a new product at the dashboard
– Click on Physical Prepaid Card.

The card will be delivered within 7 to 10 working days to the address registered in our system

Buying a Papaya Card online 

How quickly will I receive my Papaya Card if I buy it online?

Your card will be posted to you and will arrive within 7-10 working days. In the event that you have not received your card, please contact us at customerservice@papaya.eu.

How do I activate my card once I have bought it online?

Sign in to your account and click on Activate button located in the Cards section at the bottom of the page next to the card which requires to be activated

How do I get my PIN?

You will receive your PIN via SMS on your mobile phone.

Problems using your Papaya Card

What happens if money is taken from my card for a purchase I didn’t make?

If you believe your card has been used for an unauthorised or incorrect transaction, you can claim for a refund by writing to us within 14 days at customerservice@papaya.eu. Please provide us with any receipts if you can. If your claim is justified, we will credit the transaction amount back to your account. False or incorrect claims will incur in a fee of €25.

My Papaya Card is not being accepted. Why?

Check whether it could be any of these reasons:

  • A Papaya Card cannot be processed using the old-style manual imprinter machines and cannot be used in the “offline” mode. Make sure that the POS terminal is connected. For example, the card may not be accepted whilst travelling on planes and trains.
  • The location where you are trying to make a purchase does not accept Mastercard payment cards.
  • You are trying to make a purchase at a bank or financial institution that also pays out cash. As cash-back is not supported by this card, all purchases from such locations have been blocked.
  • You do not have enough money left on the card. You can check your account balance at any time online or at ATMs.

What is a pre-authorisation?

A pre-authorisation occurs when a merchant reserves funds on your card to ensure the payment of services. Often, this is done by restaurants, hotels and car rental outlets. For example, a restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount, then they will refund the difference to your account. However, they may not always do this straight away. The refund may take place up to several days later.

Why is my account balance sometimes different from the money that should be available on the card?

If a merchant has carried out a pre-authorisation (see above), and reserved more funds from your card than you actually spent, your account balance may appear lower than it should for a few days until they refund the money they owe you.

What happens if I need to return an item I bought with my Papaya Card?

The retailer will handle the return according to their normal refund policy.

How to Upgrade my Card

What are the benefits of upgrading my card?

Upgrading your card will give you the benefit of raising your card limit as well as your daily limits on spending (ATM/POS) and reloading. For more information, see the due diligence requirements (fees&limits).

How do I upgrade my card and how long will it take?

In order to apply for a higher limits upgrade, sign in to your account and click on Upgrade Products Limits at the Dashboard.

Will my application for an upgrade be successful?

When applying for an upgrade, we will ask you to provide some additional information about yourself. If the information provided is sufficient, your application will be successful. In some cases, we may ask for further documentation.

What happens if my application for an upgrade is unsuccessful?

If your application for an upgrade is unsuccessful, this will not have any impact on your existing Papaya Card and you will not incur a fee for the process. You can carry on using the card as you had been doing previously. In such case, we strongly encourage you to submit certified documentation. Please note that the information you submitted when applying for an upgrade will replace any previous registered details.

Will you perform a credit check when I apply for an upgrade?

No, we do not perform any credit checks.

How much does it cost to upgrade my card?

An upgrade is free of charge.

My card will expire soon. Can I get a replacement card with a new expiry date?

A few weeks before your card expires you should contact us advising of the situation and specifically request a replacement card (see terms and conditions).

Do I need to be over 18 to upgrade my card?

Yes, you have to be over 18.

Can I change my PIN?

Yes, you can change your PIN at any ATM, provided that the chosen ATM supports such function.

What is the fee to use an ATM and how much can I withdraw per day?

A fee of €2.00 will be levied for ATM withdrawals in Malta, and abroad. You can withdraw a maximum of €1,000 (see limits) per day (on an upgraded card) of your funds from your Papaya Card. Please note that ATM withdrawals abroad are only permitted once you have applied for the limits upgrade by submitting BDD (Basic Due Diligence).

How to reload your Papaya Prepaid Mastercard Card

Where can I reload?

Your card can be reloaded using several methods (see Loading Channels).

When will the loads be credited to my Papaya Card account?

It depends on the load method you have chosen (see Loading Channels).

How do I reload my Papaya Card?

Offline
Refer to Loading Channels
Online
Bank transfer from your local bank to:Sparkasse Bank Malta plc.
Bank Address:101 Townsquare, Ix-Xatt ta’ Qui-si-Sana, Sliema SLM3112 – Malta
Account Number:10000026977001
Credit the account of:Papaya Ltd – CLT
IBAN:MT27 SBMT 5550 5000 0100 0002 6977 001
Reference number:Your 9 digit reference number
Bank transfer from outside Malta:Sparkasse Bank Malta plc.
Bank Address:101 Townsquare, Ix-Xatt ta’ Qui-si-Sana, Sliema SLM3112,  Malta
Account Number:10000026977001
Credit the account of:Papaya Ltd
IBAN:MT27 SBMT 5550 5000 0100 0002 6977 001
SWIFT:SBMTMTMT
Reference number:Your 9 digit reference number
Bank transfer from outside SEPA countries:Erste Group Bank AG
SWIFT:GIBAATWGXXX

 

Online
Bank transfer from your bank to:SATABANK P.L.C.
Bank Address: Aragon House – Business Center, Dragonara Road, St. Julians STJ 3140, Malta
Account Number:1049968293
Credit the account of:Papaya Limited
IBAN:MT19STBA19116000000001049968293
Reference number:Your 9 digit reference number

By using your credit card or debit card: just sign in to your account, see fees&limits.

How much can I load?

It depends on the product you have applied for. Please see fees and limits table.

Is there a transaction fee?

Yes, there is a flat fee of €0.25 (does not depend on the amount of the purchase).

What if I buy something in a foreign currency?

A foreign exchange fee of 3% is applied to the value of your purchase.

Can I see a full list of all fees associated with the Papaya Card?

You can see a full list of fees in the Fee Table here.

Money Transfers

How do I make a transfer?

In order to transfer funds from your eWallet to someone else’s eWallet or a Papaya Card, you need to sign in to your account and click on the Transfer at the top of the page. You will then need to enter the beneficiary’s email address, amount, transfer description and the Portal PIN (provided upon registration). If the beneficiary has an eWallet and the Card, the money will credit the Ewallet automatically. If you wish to transfer money from your eWallet into your own Papaya Card, kindly sign in to your account, click on the ‘Cards’ , then Top up and choose the option of a transfer from an eWallet.

How do I make a transfer to my bank account?

If you wish to make a transfer from your eWallet to your bank account, please contact our Customer Service Team, who will provide you with further information.

Account Balance

How do I check my account balance?

Sign in to your account and you will be able to see all the relevant balance on the main page. Alternatively your balance can also be checked at ATMs.

Will I be sent a statement showing my transactions?

No, but you can view your transaction history online here.

Can I check my balance by using ATM?

Yes, but this functionality is limited to a certain type of ATMs.

Papaya Security

How secure is my card?

Our systems are highly secure. However, you should treat your card like cash. Always keep it on you. If you lose your card, we can cancel it and send you a replacement for a fee of €10.

Am I protected if my card is lost or stolen?

You should treat your card as carefully as you treat cash in your pocket.
If your card has been lost or stolen, please log on to MyPapaya block the card and report to customer service +356 2015 5500. We will then cancel your card and, as long as there is still an account balance on your card, we’ll send you a replacement card for a fee of €10. You will receive your new card within 7-10 working days.

What should I do with my card when there is no account balance remaining or when it has expired?

If you no longer wish to use the card or it has expired, please destroy it by cutting it in two through the magnetic strip.

Where shall I keep my PIN?

Best place you can keep it is in your MIND!

What about a refund request from a merchant?

Please contact us on customerservice@papaya.eu as soon as possible. Your card may be blocked.

Will Papaya ever send emails requesting your personal data?

No Papaya will never send such emails. The purpose of these so called “Phishing-E-Mails” is to uncover your personal data, for example, prepaid card number. Kindly ignore any email claiming to have been sent by Papaya Ltd requesting “My Papaya” login details.
The e-mail may appear to have been sent by Papaya. Often, whole websites are fake in order to deceive innocent cardholders and to misinform them into providing their personal details. Usually, the receiver is requested to confirm or disclose his/her personal details. The sender may also appear to be a representative or a company that is well-known to the cardholder (false e-mail sender). Persons who attempt to send unauthorised emails on our behalf may be traced and could lead to legal action taken by Papaya Ltd.

How to contact us

I am having technical difficulties using the website. What should I do?

Who do I contact if my personal details change?

You can change your Account Information online once you sign in to your account or contact customerservice@papaya.eu.

How do I make a complaint?

If you are unhappy with any aspect of our product or service, please email to complaints@papaya.eu. We’ll investigate your complaint as soon as possible following the MFSA regulations.

For complaints regarding Papaya Cards only: if a complaint is not resolved to your satisfaction, you may address your complaint to IDT Financial Services, 57-63 Line Wall Road, Gibraltar, email complaints@idtfinance.com.  If having exhausted our complaints procedure, You still remain unhappy, You may complain to the Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar. Tel +350 200 40283, Fax +350 200 40282, email psdcomplaints@fsc.gi, website www.fsc.gi.

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