Question 1

Fees and Limits Schedule

Accepted Answer

Information comming soon....

Question 2

I made a deposit in the State Of Cards payment system using Bitcoin (BTC), but the funds were not credited to my account. What do I do?

Accepted Answer

Please contact our support team and provide them with the following information:

BTC wallet number from which you sent funds.

Please note: before topping up the State Of Cards payment system account using cryptocurrencies, carefully study the top up instructions. If necessary, be prepared to provide documents confirming the origin of your personal funds.

Question 3

Ordering a personal physical card from State Of Cards

Accepted Answer

You order a card directly through our website State Of Cards™ by open a private account. At this page we have a form that you can fill and sign which allows you to order a card and set up a account here at the State of cards™ At the moment we deliver our State Of Cards Mastercard only within the ESS/EEA. More options and countries will be added as time goes by and as we expand around the world! For more information about this, please visit our blog and keep an eye out for news!

Question 4

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.

Provide the technicians with your User ID and payment confirmation. Specialists will be able to track your payment and find out at what stage the top up is.

Question 5

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.

For proof of identity, provide a passport containing your photo and details in English.

Only customers from the following countries can be verified with a driver's license: Canada, United Kingdom, New Zealand and Australia.

Please provide one of the following documents to verify your address:

utility bill (water, electricity, gas);

Question 6

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 7

Why is a passport needed for verification, and not an ID document (identity card)?

Accepted Answer

Having an ID card (identity card) in your country is not enough to have an international bank account number (IBAN) - you need a passport for this. If your country does not have passports, then you need to issue an international passport.

Question 8

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 9

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 10

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.

Keep in mind: if you have already passed verification using the mail you want to change, then you will not need to deactivate your account. Our specialists will change the email address in the already verified account. Please note that it may take 24-48 hours to process your support request.

Question 11

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 12

How do I create an application for topping up my account in the State Of Cards payment system?

Accepted Answer

Please use the detailed instructions on how to top up an account in the State Of Cards payment system in various ways:

through a bank in Europe (SEPA Transfer)
via bank card (Visa/Mastercard)
regular bank transfer (Bank Transfer)
cryptocurrency top up (Trading Desk)

Question 13

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 14

What is a criminal record clearing form?

Accepted Answer

A criminal record clearing form is the legal removal and deletion of a personal criminal record from the National Criminal Register.

Question 15

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.

Question 16

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 17

I'm having trouble setting my password.

Accepted Answer

Please note the following:

When registering, use the most complex password with a length of at least 8 characters, which includes Latin letters (at least 1 uppercase and 1 lowercase), numbers and symbols (example of characters: + = & ^ % $ # @ !).

Question 18

How to access your IBAN account

Accepted Answer

![How to: Login to your IBAN account][how-tos][figure]To access the login page, please click the "Account Login" button as displayed in the picture.[/figure][figure]To login and access your IBAN account, please use your designated login credentials in the frame at the center of the page.[/figure][figure]Sucess! You are now logged in to your IBAN account.[/figure][/how-tos]

Question 19

What is 3DS

Accepted Answer

3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Mastercard’) is a standard which helps to reduce fraud and provide extra security to your online payments. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

Is 3DS active on my card?

Question 20

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 21

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 SEPA payment to arrive.

Question 22

I have not received my State Of Cards

Accepted Answer

Please double-check the expected delivery date for your card under theCards 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 23

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 24

How do I use 3DS?

Accepted Answer

If you have not yet activated your card, you will be prompted to enter information that your card provider will use to confirm your identity. Your information will be validated immediately by your card provider and then you will be prompted to create a password to activate the service. Once activated, your Mastercard card number cannot be used without your personal password for online purchases with online retailers participating in Mastercard SecureCode.

Question 25

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@stateofcards.com immediately.