Swiipr Mastercard® Compensation Card
Frequently Asked Questions

WHAT IS A SWIIPR CARD?

The Compensation card has been issued to you as monetary compensation as agreed between you and your airline. By accepting this card, you have agreed to this method of payment for your compensation. The card is a Mastercard and is available in three currencies currently, GBP, USD and Euro. You can use your card at home or abroad, in store, online and at ATM’s, anywhere that displays the Mastercard Acceptance Mark.

WHAT DO I NEED TO DO WHEN I RECEIVE MY SWIIPR CARD?

If you have received your card via a link to your mobile, then follow the on-screen steps to put the card into your mobile wallet. If you have received a physical card, then you must sign it immediately.

HOW CAN I FIND OUT MY PIN?

If you have received a physical card at the airport your PIN will be inside the packaging with your card. Please commit this PIN to memory as soon as possible and destroy the PIN panel inside. If you have received a virtual card into your mobile wallet, then the PIN will be your own security code for your mobile.

I HAVE FORGOTTEN MY PIN, WHAT CAN I DO?

It is important to memorise your PIN but if you have forgotten it please go to https://support.swiipr.com/ and submit a Ticket using your mobile number and the card sequence number which can be found on the back of the card. Please do not enter the 16 digit card number on the front of the card. A new PIN with be sent to you via SMS to your mobile number.

CAN I VIEW MY BALANCE?

If you have received a virtual card into your mobile wallet then your transactions and balance will be displayed on your phone. If you have received a physical card, then you can view your balance using the quick balance checker tool on our website https://card-services.swiipr.com/balance-check/ alternatively you can view your balance at an ATM in the local currency of the ATM. Any applicable fees can be found at https://card-services.swiipr.com/fees/ simply enter the card sequence number which can be found on the back of the card. Please do not enter the 16 digit card number on the front of the card.

HOW LONG WILL IT TAKE FOR FUNDS TO APPEAR ON MY CARD?

Funds should be available on the card from the moment you receive it.

CAN I ADD FURTHER FUNDS TO MY SWIIPR CARD?

No, only the airline that can load additional funds to your card.

WHAT HAPPENS IF MY SWIIPR CARD IS LOST OR STOLEN?

If you lose your Swiipr compensation card, or if your card is stolen or you suspect that your card has been used by someone else other than yourself, you must tell us as soon as you can by calling our 24 hour Lost and Stolen Telephone Line on +44 (0) 330 223 5447. We will then cancel your card.

WHERE CAN I USE THE SWIIPR CARD?

You can use your card almost anywhere that accepts Mastercard cards, but there are a few exceptions. Merchants that accept the card are required to seek authorisation for all transactions that you make, and a transaction cannot be stopped once authorised. Some merchants may not be able to authorise your transaction if they cannot obtain an online authorisation. Examples include Car Park Vending Machines, Toll Booths and some in-flight purchases. We advise you do not use your card at pay-at-pump petrol stations or as a security deposit with merchants such as hotels, car hire and cruise lines because the company will ‘pre-authorise’ an amount when you do this. This amount will then be taken from your available balance and it can take up to 15 days to be returned. Therefore, we do advise you use an alternative card for these transactions.

WHAT HAPPENS IF I NEED TO RETURN AN ITEM I HAVE PURCHASED?

Each retail store has its own returns policy and will handle the returns in the same manner as any other Mastercard transaction. They may credit your Swiipr card, provide a cash refund or store credit. Please remember that your card is only valid for a limited period as directed by the Airline that issued it, from the date you received it. If you receive a refund to the card after the funds expiry date, then the funds will be lost.

WHAT IF I DISPUTE AN ATM TRANSACTION OR POINT OF SALE TRANSACTION?

Please contact our Customer services on https://support.swiipr.com/and follow the on-screen instructions.

ARE THERE ANY FEES OR CARD LIMITS?

There are fees and card limits as set out in the summary table provided to you by your airline. For further information on the fees and card limits, please go to the Swiipr website or follow the link https://card-services.swiipr.com/fees/ and enter the card sequence number which can be found on the back of the card. Please do not enter the 16 digit card number on the front of the card.

WHAT HAPPENS WHEN MY SWIIPR CARD EXPIRES?

"The funds on your Swiipr card are valid for 6 months from the date it was issued to you. The issue date will be displayed on the card carrier you received with your card. We recommend that you use all the available balance on your card prior to expiry as any funds remaining on the card after the validity period will expire."

ARE MY FUNDS SAFEGUARDED

Swiipr is the operator that connects you to Paynetics AD, a company with its registered address at Ground Floor, 76A James Bourchier, Lozenets District, Sofia Municipality, Sofia, Bulgaria, entered in the Bulgarian Commercial Register kept by the Registry Agency under UIC: 131574695. Paynetics AD is an electronic money institution authorised by the Financial Conduct Authority under the Temporary Permissions Regime (firm reference number 900785) for the issuance of e-money and provision of payment services in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. To ensure client funds are safe, Paynetics AD follows a process known as “safeguarding”, which is a regulatory requirement for all electronic money institutions. In this process Paynetics AD keeps client funds separate from its own funds and place them in a “safeguarding account” with a bank.

WHAT ARE THE FULL TERMS OF USE OF MY CARD

The full terms of use for the compensation card are available on the Swiipr website https://swiipr.com/compensation-cards-terms-of-use/

CAN I WITHDRAW CASH AT AN ATM?

Yes, your card can be used at any ATM that displays the Mastercard Acceptance Mark. If you are using an ATM in a different currency to your card the amounts will be approximate due to rate exchange fluctuations. Fees apply to withdrawing cash, please see the fees table for a full list of fees applicable. Please note that the fees for withdrawing cash from an ATM in a currency other than the currency of your card will be higher.

HOW DO I REGISTER A COMPLAINT AS A CARD USER?

If your complaint is regarding your experience as an airline passenger, please contact the airline directly. If you have a complaint regarding the use of your card, please contact our Customer Services on https://support.swiipr.com/ and follow the on-screen instructions.

I’VE TRIED TO PAY BY CONTACTLESS USING MY PHYSICAL CARD, BUT IT DIDN’T WORK?

The first time you use your physical card you must enter your card PIN number, after which you can use your physical card for contactless payments.