Question 1

Am I affected by the bank account verification process?

Accepted Answer

If you are clients of State Of Cards™, then we need to verify account. This is to comply with an additional regulatory requirement for application KYC.

Question 2

Single Euro Payments Area (SEPA)

Accepted Answer

The European's domestic clearing scheme for simplifying the European banking transaction network and processing Euro payments within the SEPA region.

Question 3

Accepted proof of identity (POI) documents

Accepted Answer

When applying and creating an account for State Of Cards™ you will need to verify your identity using one of the following options: driver´s license, governmental ID or passport. You will also need to verify your address using one of the following options: tax certificate, bank-invoice etc.

Questions? Please contact us via: support@northstarswiss.com or via phone +46(0)184444800

Question 4

My State Of Card has been damaged or lost / stolen

Accepted Answer

Please login to your account and then select “Block your card” or “Lost or stolen”. This will protect your money and you will then be able to order a replacement card right away. The estimated delivery date will be provided once you’ve placed the order. You can also block your card by calling +46 (0)18 4444800.

Question 5

Why is my top-up still pending?

Accepted Answer

Topping up by card should be instant. If your top-up is still pending, it’s likely that the funds will be reverted back to your bank account shortly. If the problem remains, please contact our help department via mail to: help@northstarswiss.com and mark the subject “pending top-up”.

Question 6

My balance hasn't been updated following a bank transfer

Accepted Answer

Due to compliance reasons, we’re unable to accept top-ups by transfer from certain sources. This includes some cryptocurrency exchanges, certain countries, banks, and entities. If your top-up wasn’t successful, the funds should be reverted and returned to the sender’s account within the next 5 working days. If you tried to top up by card and it was reverted, it might be because you didn’t complete the 3D Secure authentication or there may have been connection issue – Please try again.

Question 7

I have not received my State Of Cards

Accepted Answer

Please double-check the expected delivery date for your card under the “Cards” section of the account. Standard delivery can take up to 9 working days while express delivery can take up to 3 working days. If you have been waiting longer than the expected delivery date and are convinced that your card has been lost, please report the card as lost or stolen in your account and order a replacement card.

Question 8

I have topped up an account in the State Of Cards payment system, but the funds have not been received.

Accepted Answer

Please contact our support team.

Question 9

How long does it take to check documents?

Accepted Answer

It usually takes 72 working hours to verify documents. But, due to the large volume of documents submitted for verification, this process may take longer. We ask you to be patient, the specialists of the verification department do their best to complete the verification of all documents as soon as possible. Verification takes place on a first come, first served basis. The result will be emailed to you.

Question 10

How can I verify my account?

Accepted Answer

To pass verification, you must provide the required documents. Please note that all data in the documents provided must be filled in Latin. Make sure all four corners are clearly visible when scanning (copy, photo) the document. The document must be of good quality, easy to read, and all data must be clear. Such documents must contain the client's name, address and be no older than 2 months at the time of submission of the documents.Only customers from the following countries can be verified with a driver's license: Canada, United Kingdom, New Zealand and Australia.

Question 11

How do I change my contact phone number?

Accepted Answer

Please contact support, specialists will help you change your contact number. Please note that your question will be answered within 72 business hours.

Question 12

My name and surname in the profile are spelled incorrectly. How can I fix them?

Accepted Answer

Please don't worry about this. After successfully verifying your documents that you submitted for verification, all your incorrect personal information in your profile will be changed in accordance with the identity document that you submitted for verification.

Question 13

My card is not working

Accepted Answer

• Firstly, check if you haven’t accidentally frozen your card. You can check this in the ‘Cards’ section of the State Of Cards account.

Question 14

I want to change my email

Accepted Answer

If your account in the State Of Cards payment system is not verified, contact support and ask to deactivate your account. After completely deleting your information, you will be able to register with the correct email address.

Question 15

When will the money reach my State Of Cards account

Accepted Answer

The actual time your bank transfer will take from the moment it is initiated to the moment it reaches your State Of Cards account depends on many factors, such as the currency, the details you use, the country of the sender bank, the operational procedures of the sender bank, the banking network the payment goes through, the operational procedures of the intermediary parties involved (if any), the hour during the day when it was initiated, security and compliance checks, and so on. For this reason, we can only provide an estimation and not the actual time: We estimate that it will take 1-2 banking days for international payment to arrive.

Question 16

What if I forget my password?

Accepted Answer

If you have forgotten your password, just click the “Forgot your password” link in the authentication window and follow the instructions provided by your card provider. Always be sure to keep your password safe and never write it down. If you ever suspect that a fraudulent purchase has been made using your Mastercard account, contact the State of cards customer helpline on +46 (0)18 4444800 or via email at: help@northstarswiss.com immediately.

Question 17

My State Of Card has been swallowed by an ATM

Accepted Answer

If this happens, please “Block my card” right away from within the ‘Cards’ section of your account. You will then be able to order a replacement card right away. To understand why your card was swallowed, you will need to contact the ATM (The Bank) provider directly as we have no control over this type of incident. Usualy some ATM’s “eat” cards in order to protect them from theft. Make sure to read up on the policies of the country you are in or think of visiting regarding ATM’s and “card eating”.

Question 18

Why is my account not active?

Accepted Answer

Your account will become active when the verification process of all your documents is complete. The verification result will be sent to you by e-mail.

Question 19

How can I correct a mistake in the questionnaire?

Accepted Answer

To correct your profile data, contact our support team by email and ask to reset your profile form so that you can fill in the correct information.

Question 20

Why was I charged a fee for my top-up?

Accepted Answer

Only loading channel to State Of Cards is bank transfer from your bank. We may charge you a small fee to cover our costs. If you top up via SWIFT, intermediary payment service providers may apply a processing fee on your top-up amount. Your banks or intermediary banks may also charge you a fee so please reach out to them directly to understand why.

Question 21

Can I send my documents to support by email for verification?

Accepted Answer

Please note that all documents related to verification must be submitted in a specially designated section of your account in the State Of Cards payment system. You cannot send documents for verification neither via the support service or by e-mail.

Question 22

My State Of Cards is due to expire

Accepted Answer

You’ll find your card expiry date on your card. You can order a new card up to 28 days before your card expires. There is no delivery charge to countries in the EU/ESS/EEA. Once your card expires at midnight on the last of the month, it will be removed from your account automatically and will no longer work.

Question 23

Verifying your identity

Accepted Answer

You need to verify your identity in order to use your State Of Cards™ account. This policy is in line with a banking regulation commonly known as ‘Know Your Customer’ (KYC) and is the process of a business verifying the identity of its clients. It is simply an anti-corruption and fraud measure. Until you have completed this step, you are not bound by State Of Cards™ General Terms of Service. Any card top-ups or bank transfers you send into your State Of Cards™ account before verifying your identity will be made at your own risk and are subject to applicable fees. As a company, we need to know who you are. That’s why you have to prove your identity with a supported passport or ID card, when you open an State Of Cards™ account. We would never ask you to prove your identity on behalf of other individuals or companies. The way you show us your ID depends on your nationality, your country of residence, and the type of ID you use. Lastly we want to point out that the verification does not mean that we need a credit check.

Question 24

How can I register and verify minors?

Accepted Answer

Unfortunately, persons under the age of 18 cannot register with the State Of Cards payment system. Only clients aged 18 and over are eligible to register in the system and undergo full verification.