Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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.