Hi everyone, thank you so much for being patient during this period of transition.
We assure you that everything is going to be working very soon. In our best efforts to lower top-up and ATM fees, we had to go into difficult negotiations with one of our partners that was providing services for MasterCard and UnionPay.
Unfortunately, we were not able to come to terms in taking some of the services they were providing in house to lower costs for our customers and this lead to the MasterCards & UnionPay Cards to not work the last few days. There has been no disruption to those with the VISA cards. We have filed for our own license to be an in house provider of MasterCards but this will take a little time as it also involves a license to handle crypto. We will of course be as transparent as possible and keep you updates on the progress.
So what does this mean for you?
By the end of the week we will start printing VISA Cards for all current MasterCard and UnionPay holders and send them to the address we have on file at no charge to you. Once you get the new card you will have to activate it on the new website, which will be launched any day to make the process go much smoother. Your balance will of course transfer over to your new VISA card.
You will receive an email shortly with all these details. Once the email goes out, you will have 48 hours to request a full refund of your balance (including the expense you paid for the creation of the card — Plastic, Metal or Gold). You will also have 48 hours to reach out to us if you want to change the design of your card or to upgrade your plastic card to a metal card at no extra charge. If we do not hear from you, we will simply resend the same design, but under the VISA brand. Please keep in mind that the VISA cards have slightly lower maximum top-up maximum limits and that info will be available to you once the card is activated.
We apologize once again for this inconvenience, we will continue to put in our best efforts to avoid these situations going forward. Please be patient, we are a very small team and each of these requests will need to be handled manually.