Question 1

My card is not working

Accepted Answer

Firstly, check if you havent accidentally frozen your card. You can check this in the ‘Cards’ section of the State Of Cards account.
Make sure there are no security settings that have been blocking your transactions.
If your physical State Of Cards has been damaged or has worn out, you can order a new card. A fee will apply (as set out under “card fee” in the fees & limits schedule), and the estimated delivery date will be provided as soon as you confirm the order.

Question 2

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 3

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. If you have already activated your card, after you enter your card number during checkout and submit your order, a Mastercard SecureCode window will appear and your card provider will display an authentication page. Enter your username and password and click submit. Once your identity is verified by your card provider, your checkout continues.

Question 4

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.

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@stateofcards.com and mark the subject “pending top-up”.

Why has my top-up failed? Some of the most common reasons are that you’ve had insufficient funds, input wrong card details (expiry date, CVC, billing address), or used an expired card. They also might have declined our authorization request for various reasons. We also have a daily top-up limit for recently added top-up cards, so please wait until the next day if you have just added a new card and topped up successfully with it before. This daily limit will be increased automatically after a few top-ups. If you need more funds before your limit has been increased, you can top up by bank transfer.

Question 6

Know Your Client (KYC)

Accepted Answer

Know Your Client (KYC) is a requirement that protects both financial institutions and their clients. Financial institutions are required to formally verify the identity of all clients and understand the purpose of trading, expected volumes and jurisdictions their clients will use.

Question 7

Transfer money to my State Of Cards account

Accepted Answer

You should also load your card in the currency that your bank account is held in to avoid bad exchange rates. For example, if you have a Swedish bank account make sure you make a transfer in SEK to your SEK to your State Of Cards™ account. You can only receive transfers from your bank account to State Of Cards™ account in any of these supported currencies: DKK, EUR, GBP, NOK, and SEK with more to come!