Frequently asked questions (FAQ)

If you are over 18 years old, you are an EU resident, and have a valid photo ID (passport or ID card), you are welcome to open your PINCARD Account.
 

No, PINCARD is not a bank.
The PINCARD Account is a regulated online alternative to a traditional bank account and offers functions and services similar to those of a bank.
The PINCARD Account does not offer credit facilities in the form of overdrafts or loans.

The PINCARD Account is issued by Swan SAS in Paris, France. Swan is regulated and authorized by the ACPR/Banque de France with registration number 17328 and is authorized to offer its services within the European Economic Area (EEA).
The customer service for PINCARD is provided by Fincluded B.V. in Utrecht, the Netherlands. Fincluded B.V. is a non-exclusive commercial agent of Swan SAS.

No, opening your PINCARD Account is completely free!
We don't charge for setting up your PINCARD Account, and we don't charge for creating your virtual and plastic Mastercard Debit cards.

All assets of the PINCARD account holders are protected in an account with a French deposit bank that is completely separate from Swan's own accounts. Electronic Money Institutions (EMIs) are obliged to hold your money in custody and are not allowed to use your money for investments. This means that all your funds are held in this protected account.
In the event that Swan goes bankrupt, your funds are safe with our deposit bank.

In the event that our deposit bank goes bankrupt, each PINCARD account holder is protected up to €100,000 (one hundred thousand euros) by the Fonds de Garantie des Dépôts et de Résolution (FGDR), a French deposit guarantee and resolution fund that applies to accounts at French Electronic Money Institutions (EMIs). The FGDR applies to individuals and companies (natural and legal persons) with some exceptions (e.g., banks as legal persons).

If our deposit bank goes bankrupt, Swan's accounting will be the sole reference, and all PINCARD account holders, regardless of their nationality, will be compensated up to €100,000 by the FGDR.

Yes, your PINCARD Account is personal and is in your name.

To make a transfer to a private individual or a company, use the PINCARD Mobile App. After you have entered the amount to be transferred, enter the details and the IBAN of the recipient, and click Transfer.

Yes, every employer in Europe can transfer your salary to your PINCARD Account.
Give your IBAN account number to your employer and everything is arranged.
In addition to receiving your salary, you can also receive money from, for example, family and friends.

Yes, the maximum balance that you can hold on your PINCARD Account is EUR 10,000.00.

No, you cannot deposit cash into your PINCARD Account. The PINCARD Account is an online payment account and PINCARD has no physical branches. The only, and most secure, way to deposit money into your PINCARD Account is via bank transfer.

Yes, that can be done. However, please note the following:

With the PINCARD account, you can only receive and make SEPA transfers.

The Single Euro Payments Area (SEPA) is an initiative of the European Union that includes countries enabling euro payments under the same conditions and with the same efficiency as domestic payments.

Below you will find the countries that currently belong to the SEPA zone:

Belgium, Bulgaria, Cyprus, Denmark, Germany, Estonia, Finland, France (including overseas departments), Greece, Hungary, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, the Netherlands (including the Caribbean islands), Norway, Austria, Poland, Portugal (including the Azores and Madeira), Romania, San Marino, Slovenia, Slovakia, Spain (including the Canary Islands and the Balearic Islands), Czech Republic, Vatican City, United Kingdom (including Gibraltar), Sweden, Switzerland.

Please be aware that the composition of the SEPA zone may change, so it is always advisable to consult the most recent information.

Yes, that can be done.
However, please note the following:

With the PINCARD account, you can only receive and make SEPA transfers.

The Single Euro Payments Area (SEPA) is an initiative of the European Union that includes countries enabling euro payments under the same conditions and with the same efficiency as domestic payments.

Below you will find the countries that currently belong to the SEPA zone:

Belgium, Bulgaria, Cyprus, Denmark, Germany, Estonia, Finland, France (including overseas departments), Greece, Hungary, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, the Netherlands (including the Caribbean islands), Norway, Austria, Poland, Portugal (including the Azores and Madeira), Romania, San Marino, Slovenia, Slovakia, Spain (including the Canary Islands and the Balearic Islands), Czech Republic, Vatican City, United Kingdom (including Gibraltar), Sweden, Switzerland.

Please be aware that the composition of the SEPA zone may change, so it is always advisable to consult the most recent information.

Yes, that's possible. Use your Mastercard Debit card at any ATM with a Mastercard logo (worldwide) to withdraw cash from your PINCARD Account.

Transfers from your PINCARD Account happen in real time.
With a real-time transfer, the money from your PINCARD Account is transferred to the bank account you specified in just a few seconds. This is in contrast to traditional bank transfers, which can take some time before the recipient's account is credited (usually one to two business days).
The advantage of real-time transfers is that the money is immediately available to the recipient.

After opening your PINCARD account, you will immediately have a virtual Mastercard Debit card in your PINCARD App. You can use your virtual card everywhere with Google Pay or Apple Pay.

Once you make an initial deposit of at least €20.00 into your IBAN account, a contactless, plastic Mastercard Debit card will be generated and sent directly to you. Typically, you will receive your plastic Mastercard Debit card within 5-10 business days.

If you have forgotten your PIN, use the PINCARD Mobile App to request a new PIN.

Your virtual Mastercard Debit card does not need to be activated and can be used immediately.

You activate your plastic Mastercard by making your first payment using your PIN. After activation, you can also use your Mastercard contactless.

 Have you activated your Mastercard Debit card by making your first payment using your PIN? This is a requirement before you can use your card.
Are you sure you have enough balance in your PINCARD Account to make the payment in question? If not, you must first make your balance sufficient before you make the payment.
If the above does not apply, please contact Customer Service

With Google Pay or Apple Pay, your virtual Mastercard Debit card can be used immediately for contactless payments in shops, supermarkets, gas stations, restaurants, doctor's offices, and of course, online.

With your plastic Mastercard Debit card, you can make payments at the aforementioned acceptance points and at places where contactless payments are not possible.
For cash withdrawals at ATMs, you also use your plastic card.

There are millions of points of sale worldwide that accept your Mastercard Debit card.

Yes, that's s possible. Use the PINCARD mobile App to apply for a 2nd card.
The monthly fee for a 2nd PINCARD Mastercard Debit card is €3,95

You can request the PIN for your Mastercard in the PINCARD App:
Go to MY MASTERCARD and click on the Request PIN button.
Follow the instructions, and your PIN will be displayed.

If your card is lost or stolen, you must contact us immediately to cancel your card.
What should you do:
1. On your PINCARD Mobile App: Go to the Card tab and click on Block card;
2. Call us: +31 85 1243 322  to cancel your card. You can also send an email to: cancelcard@pincard.com, stating your name, date of birth, and the number of the PINCARD Mastercard Debit Card that we need to cancel.

Attention!
Until you notify us of the loss or theft, you are responsible for all transactions made with your card.

_{Replacement card for the lost or stolen card: €7.95
A surcharge of €10.00 applies for administration, handling, and shipping.}

If the ATM is in a bank branch, you can try to ask for your card back there.
If this does not work, block your card and request a new card in the PINCARD Mobile App.

_{Replacement card for a card that has been swallowed by an ATM: €7.95
A surcharge of €10.00 applies for administration, handling, and shipping.}

The PINCARD Customer Service can be reached by telephone during office hours at the following number: +31 85 1243 322 .
During office hours, you can also use the chat button in your PINCARD Mobile App.
Or, you can mail us at: cse@pincard.com and we will contact you.