Q1. What is the difference between virtual cards and physical cards?
A: Euro virtual card:
①Virtual cards and ordinary physical cards are Euro cards and MasterCard, and high-end physical cards are USD cards, Operators are divided into UnionPay and Visa.
②Both virtual cards and physical cards support online payment, while physical cards can also be used in most ATMs and POS machines, and different cards have different consumption and deposit limits. For specific card instructions and products sold, please refer to the Hypercard page in HyperPay app.
Q2. How do I apply for Hypercard?
A：This is HyperCard application tutorial for your reference: https://hyperpayhelp.zendesk.com/hc/en-us/articles/360001612315--HyperCard-Application-Tutorial
Notes:
① Application requirements:
It only supports passport for application, and the id card is invalid. One passport can only be used to apply for one USD card and one EURO card, and cannot repeatedly apply for the same card.
②Photo requirements:
1) The handheld photos and ID photos uploaded must be sure to keep the information of the passport clearly visible and intact. At the same time, in the handheld photos, the face of the applicants must be exposed completely, and the photos must be in color.
2) The passport must not expire or be about to expire, and the information filled in when applying should be consistent with the information on the passport.
3)The ID photo of the Euro card must be clear and complete. the code at the bottom of the passport must be displayed completely in the photo, and the name filled in during the application must be exactly the same as the name on the passport. Abbreviations are not allowed!
The hand-held photo of the usd card must be clear enough to read the text on the passport, and the text on the passport cannot be reversed because of mirroring.
③ Review results:
After the photo is submitted,, the bank will review it within 24 hours. After your application is approved, the card status will be displayed as “creating”; if it failed, it will be notified on the app, and the reason for the failure will be displayed on your hypercard page. Please resubmit after re-shooting the photos following the requirements.
Q3. How can I check whether the application is completed? What if I want to cancel the application after seeing the application record?
A: HyperPay app currently launched supports viewing application records on the HyperCard page, including (application card type, application time, review status). Due to one passport can only apply for one USD card and one Euro card, if you apply for different cards repeatedly, it will warn you “each user can only get one card” when applying for a new card again. so if your review result is failed, you can apply for a refund and then re-apply for the card you want, but if the review result is successful, you can no longer apply for the card again, please pay attention to the type of card you are applying for.
Q4. How can I request the refund if I don’t want the card when my card application failed the review?
A：If you have mistakenly applied for a wrong card, and you have already paid, meanwhile your application review is failed, you can request the refund yourself in HyperCard and the refund will be sent to your HyperPay account, but the refund is not allowed when your application has been successfully approved. Therefore, please make sure the type of card you apply for is the type you want.
Q5. How long does it take to make the card? How can I track my package?
A: When the status of your card is displayed from “applying” to “creating”, it means that the card is being produced. Generally speaking, it takes 2 months for physocal cards to be produced and sent. If you haven’t received your package after the estimated time, you can provide your email address for the customer service and ask them to check. If your card has been sent, the customer service will give you the tracking number and the URL available for inquiry.
Q6.Why does the express cost need 100u?
A：Because HyperPay has cooperated with DHL to ensure faster and safer delivery.
Q7.How to check my tracking number？
A:After the card is shipped, your card status will change from “Creating” to “Activate”,and the tracking number will be uploaded and displayed on your Hypercard page. Click on the card you applied for, scroll down to see if your card has been completed and sent, and get the tracking number, If you don’t see it, it means that your card is still being produced and has not been sent, plz wait.
Q8. What should I do if I have not received the package and I want to change the receive address?
A:When the card display is still “creating”, you can click into the card you previously applied for and change your address or mobile phone number, but when the card display changes to “active”, it means your card has been sent， you will not be able to change the address.
Q9. How do I activate my card after receiving it?
A:This is the tutorial to activate the HyperCard metal card:
https://hyperpayhelp.zendesk.com/hc/en-us/articles/360001773056-How-to-Activate-HyperCard-Metal-Card
Notes:
①If it is metal card, you will receive two cards, a plastic card without the chip and a complete metal card
② Activation requirements:
When activating the card and take the photo, you need to hold the plastic card in one hand and cover the missing chip with your fingers, hold the passport in the other hand, and completely expose your face. Please make sure that the information of the passport and the plastic card number on the photo is clearly visible and intact.
③Activation result:
After the photo is submitted, the bank will review it within 24 hours. After your it is approved, the card status will be displayed as “deposit”; if it failed, it will be notified on the app, and the reason for the failure will be displayed on your HyperCard page. Please resubmit after re-shooting the photos following the requirements.
Q10. Where can I check the pin after I receive the card?
A：When we send out the usd card, we will also send out a piece of password paper at the same time. The password paper torn from the middle , then you will get the pin of the USD card. and the pin of the Euro card will be sent to your email when the card is activated.
Q11. How can I deposit? When will the deposit arrive?
A: Open HyperPay App, enter the HyperCard page, and you can select the applied card to deposit. Your first deposit will be automatically deducted a certain amount for the annual fee.
1. The currencies currently supported for deposit include BTC, ETH, USDT;
2. Generally speaking, the deposit takes 24 hours to complete in work day.
Q12. Why 60u was deducted when I first made a deposit?
A：When the Hypercard is recharged for the first time, an annual fee of 60u will be deducted, this is normal, plz donot worry about this.
Q13. How can I check balance and transaction records?
A: You can select the corresponding card to check the balance and transaction records in HyperPay App.
Q14. How can I check the full card number of the Euro card?
A：Please click on your card, select “Complete Information” and you will see the complete card number, the validity period of the card, and other information.
Q15. Why is the address information shown in the Euro card information not mine? Can I make changes?
A：what is displayed in the app is your virtual address. We used the virtual EU address when applying for the card for you. When you bind the card to use it, if you need to fill the address of this card, please use the virtual address displayed in our app , so your card can be used normally.
Q16. Can HyperCard be linked to the Internet platform for consumption?
A:HyperCard supports the use of most Internet platforms, but the premise is that those platforms support VISA and MasterCard payment. If there is any unsuccessful payment, you can contact customer service for help.
Q17. What should I do if the HyperCard doesn’t work when it is used in an ATM, online stores or offline stores?
A:①ATM machine: Please first confirm whether it support visa card, and the password you enter is correct. If there is nothing wrong with them, please provide your card issuing email address and ATM machine model to the customer service, and take a photo of the ATM machine failure prompt, the customer service will contact the bank to handle it for you.
②Online store: Please first confirm whether it support visa or MasterCard, and the password you enter is correct. If there is nothing wrong with them, please provide your card issuing email address and the URL of the online store to the customer service, the customer service will contact the bank to handle it for you.
③Offline store: Please first confirm whether it support visa card, and the password you enter is correct. If there is nothing wrong with them, please provide your card issuing email address, your country and city, the name of the offline store, and your consumption purposes, the customer service will contact the bank to handle it for you.
Q18. What does the “More operations” button mean? Why do I see suspen?
A:This means that you can apply for freezing your card by yourself. If your card is lost and you are worried about your assets being stolen by others, you can apply to the bank to freeze the card right now, wait for your card to be retrieved, and then apply to the bank for unfreezing, So when you see this status but did not apply for this,it does not mean that your card has been frozen and cannot be used.
Suspend : Apply to the bank to freeze your card, when your card is abnormal
Unfreeze: Apply to the bank to unfreeze your card. you can do this when your card is frozen because of a wrong password input or other reasons.
Report loss ：When your card is lost, please report the lost card to the bank in time.
Reset password: Euro cards don’t support modifying PIN code. If USD cards need to modify the PIN code for some reasons, you can click this.
Replace card: When your card is lost and you want to reissue a new card, you can click this.
Q19: Important reminder:
1. Our administrator will always help you for free. If there is a problem that requires urgent help, please click “feedback” in the app to report
2. Everyone can become a HyperCard promoter and get high commissions and exclusive coupons! Please refer to the picture above for the application entrance.
