Questions & Answers
All the answers to your questions…and more!
- General Questions
- Fees and Limits
- Ordering/Upgrading your Card
- Activating your card
- Receive money
- Send money
- Withdraw cash & ATM transactions
- Shopping with your card
- Using your card online
- Online Banking
What is the difference between a prepaid card and debit/credit cards?
Prepaid cards (rechargeable) work the same way as debit or credit cards do, without needing a separate account or a contract with a bank. You simply load it with money that you wish to spend.
Where is my money?
The funds are being administrated by the operator of the programme, Euronet 360 Finance Limited, which keeps our client’s funds in custody at Libra Bank S.A. Romania. Nevertheless Libra Bank does not recognize you as a customer as all account number are administrated by Euronet and you will not be able to effect transaction to and from your card with them.
What is an e-money license?
The funds are being administrated by the operator of the programme, Euronet 360 Finance Limited, which keeps our client’s
What is going to happen to my card when I enter financial difficulties?
Your card by being a rechargeable payment card, will continue to work in any situation.
What are my advantages traveling abroad?
It’s not recommended to travel abroad with large amounts of cash. Your Excelera card keeps your money safe when you are traveling. Most of the retailers around the world accept payments done by card and you can withdraw money from over 3 million ATM’s worldwide. Payments by card are often with no added commission (please check the tariff plan) at a very convenient exchange rate for you.
Why there are fees?
A good product has always a lot of costs associated. Banks can cover a lot of their fees by working with your money to invest it or give it further as a loan to others earning interest. The e-money license under which prepaid cards are issued does not permit such operations and limits us strictly to the administration of cardholders funds. Due to this reason the only way to cover the cost is by charging reasonable fees to operate and develop the system. Nevertheless we are proud that our fees can easily compete with those of debit cards issued by banks in Romania.
Why do I have limits?
European legislation allows us to issue you a card without too much bureaucracy, many background checks and verification of the source of your funds/income. Nevertheless this freedom is limited to 44.000 RON (equivalent 10.000 EUR) with which you can load your card in a year as well as daily load and cash withdrawal limits.
Can I extend my limits?
Yes, on base of documents which show that your annual income or revenues exceed significantly the annual load limit we can extend your load limit to 66.000 (equivalent 15.000 EUR) or 80.000 RON (equivalent 18.000 EUR). Nevertheless your annual cash withdrawal limit will remain at 44.000 RON (equivalent 10.000 EUR). Please contact support in case of further questions or if you wish to extend your limit.
What are the daily load limits?
Due to legal reasons we are limit to allow loads of maximum 4.000 RON/day (5.500 RON in case you upgraded) cumulated from all load channels. After reaching this amount Card-to-Card transfers and Zebrapay loads will not be possible any more. Amounts sent by bank transfer exceeding the daily load limit will be loaded in the available limit but any excess amount will be returned to the sender.
Why cash loads at Terminals have a lower limit?
Topping up your card with cash on Zebrapay Terminals is a non-verified transaction as no identity documents of the person depositing the cash can be verified. Legal limitations allow a maximum of 1.000 RON (equivalent 250 EUR) for this type of transaction.
What documents do I need to order a card?
We will need a proof of your identity and a proof of your registered address. Please consult the list of accepted documents in the instructions to online registration form. Please note that name and address of the utility bill or similar has to be identical with the data of your identity card. In case of question please contact Excelera Customer Support to assist you.
Can I order a card if I don’t have a utilities bill on my name or on my address?
No, we cannot issue a card based on a single identification document or when the data is different. But as a replacement for the utility bill, we can also accept a valid passport, a driver’s licence, a bank statement or another debit/credit card statement (in all cases the issuing address has to be the same as the issuing address on the I.D.). In case of question please contact Excelera Customer Support to assist you.
Can I order a card if I live abroad?
Yes. In case you do not have utilities on your name any more in Romania we would prefer to receive your Identity Card together with your Romanian driving license or Romanian passport.
Can I order a card as a foreign student or expatriate?
Yes. We welcome applications from any foreign national. Please provide us with your passport and registration certificate from immigration services.
Can I upgrade my card to a higher limit?
Yes, you can upgrade to a higher limit even if you have a card issued, any time you have the possibility to provide documents which show us the source of funds (salary slip and so on). In this case, please send us the document vi e-mail on firstname.lastname@example.org with a request for upgrading to a higher limit, in order to be able to stat the upgrade process. Your request will be processed in maximum 2 business days and after it has been approved, we will let you know when you have the new 66.000 RON limit available. In case you are in need of an even higher limit, please contact Excelera Customer Support and we will tell what are the conditions for further upgrade.
I received the card. How can I activate it?
Your card is being delivered inactive due to security reasons. Once you received your card you can activate it through the website by using the 19-digit account number from the back side of your card or by contacting Excelera Customer Support.
When do I get my initial credit loaded on the card?
Your card is shipped empty due to security reasons. Once you activated your card the amount will be available within 1 business day. However if you activated your card only through the Call Center we kindly ask you to contact us to effect the load manually.
I want to cash in my salary or other transfers on my card. Is it possible?
You card come with an individual IBAN account, on which you can cash in any amounts transferred by bank transfer.
I want to load my card with cash. Where I do that?
Your card can be instantly loaded with cash by using the bare code or the number associated to your bare code, that you can find on the back of your card, at over 2.000 Zebrapay terminals in Romania (www.zebrapay.ro). Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I got money from somebody from another locality, but that person does not have an account. Can I cash in the money on the card?
You can load the amounts by using the Zebrapay terminal even if you don’t have the card with you. Just use the number that is associated to your barcode or simply ask the person that has to give you money to deposit by using the Zebrapay terminal.
I have to receive money from abroad. Can I get them on my card?
Transfers that are from abroad made by bank transfer (IBAN) can only be accepted in RON currency in the limit of 4.000 RON/day. Transfers that are in other currencies than RON will be returned to sender. As an alternative, you can reach for companies that make international money transfers. Many of them offer transfer services of amounts in foreign exchange by loading a bank account in Romania in RON currency. These services are commissioned with fees that we have no influence on. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I’ve loaded my card by bank transfer, but the amount hasn’t arrived yet. What can be the problem?
It depends on the situation. Most likely you have loaded an amount that exceeds the card’s limit. We remind that you can load your card with 4.000 lei a day and any bank transfer has to be made mandatory in RON currency. If you have exceeded this limit by bank transfer, the amount that is over the daily load limit, will be returned to sender. Also, the cards have an annual loading limit 44.000 RON. In this situation, we can make an upgrade request for the card (you will have to provide a proof of income or source of funds), and after that, the blocked amount can be processed. Either way, please contact us immediately at the Excelera Customer Support, by calling +40 736 702.002 from Monday to Friday from 9 a.m. to 5 p.m. or via e-mail at email@example.com
I want to send money to someone. How can I proceed in this situation?
You can send money to any person that has an Excelera Prepaid MasterCard or other programmes administrated by us by using the Card2Card transfer, accessible in Online Banking. To send money to other person out of our network you can connect your card and use services such as PayPal. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I need cash. Where can I get it from?
The Excelera Prepaid MasterCard card allows you to withdraw money at over 3 million ATM’s affiliated to MasterCard in Romania and worldwide. In Romania, money withdrawal can be done in preferential conditions or even for free at our affiliated Euronet network, with over 500 units. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I want to check my balance, but I’m not at home. Can I do that?
Your current balance can be checked at any ATM that allows this. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I don’t like my PIN code. Can I change it?
You can change your personal PIN code, whenever you want, at any ATM that supports this function. To change your Pin code at the ATM, you have to type in your current code, and after that you can configure a new one made out of 4 figures. For security reasons, it’s not recommended to have too simple PIN codes (ex. 0000, 1234, your year of birth and so on). Also, if you have more than one card, we don’t recommend you having the same PIN code for all of them. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
How do I use my card at retail stores?
In order to pay for your purchases at retailers, you have to have your card activated card and loaded with money. In addition, you have to memorize the 4-digit PIN code that you got together with your card. After the payment has been introduced at the cashiers POS-Terminal you have to introduce your card into the slot and wait until you see the billed amount and the request for your PIN code on the display. You confirm the transaction by introducing your PIN Code and pressing the confirmation button. After the payment has been processed, you will get a receipt and recommend to keep it at least until you positively confirm the transaction in Online Banking.
Can I make payments in other currencies despite my card beeing in RON?
Yes, you can. You can pay anywhere at retailers and businesses abroad in any country and currency that is accepted by MasterCard. Any amount you spent will be shown in your Online Banking in currency used as well as the account currency converted into RON. The exchange rate for POS transactions is in general a very convenient one for you.
Can the card be used to warrant for transactions?
Yes. Some business block an amount on the clients card to warrant for reserved services and goods such as hotels and rent-a car. Debiting such a reservation amount is possible only if you have sufficient balance on your card. Not all companies accept prepaid cards for such guarantees due to their internal policy. Please check with the company prior if prepaid cards are accepted.
Can a transaction be canceled (i.e. returning the purchase)?
Yes. If you return goods or receive your money back by the retailer/business the transaction can be canceled in the POS-Terminal in the same day. Starting from the second day the transaction cannot be canceled but the amount can be returned to your card. In case of a dispute with the retailer you can use the official charge-back procedure
What can I do in case of a dispute (i.e. product/service not delivered)?
We have a standardized charge-back procedure administrated by our colleagues from Euronet. You will need to complete a form and add receipts and proofs to sustain your claim. In case your claim is proven to be incorrect you will be charged the “Disputed Transaction Fee” according to the Terms & Conditions.
I want to buy something online. How do I proceed in this case?
In order to perform online shopping, you have to have an activated card and loaded with money. The online platform has to accept payments by MasterCard. After placing and confirming your order, you will have to type in the card number, which you will find on the front part of your card and the CVV code (this code is made out of 3 figures, that you will find on the back of your card, on the right side of the signature field).
I want to pay my bills online. How do I proceed in this case?
At any utility provider that accepts online payments using a card, you can use the Excelera Card. When paying the bill, you will have to type in the card number, which you will find on the front part of your card and the CVV code (this code is made out of 3 figures, that you will find on the back of your card, on the right side of the signature field).
My card is issued in RON. Can I make payments in other currencies?
Although you can’t load your card with other currency other than RON (beside the transfers made by international money transfer companies), you can pay anywhere abroad and online in any currency that is traded by MasterCard. The exchange rate for shopping is in general a very convenient one for you.
I want to check my balance and transaction. Can I do this on the Internet?
Your card includes a free Online Banking application, that you can access on any computer or smartphone. It allows you to check your current balance and all of your transactions, make Card2Card transfers, generate statement of account and deactivate temporarily you card, in case you’ve lost it. Before the first use, the Online Banking application has to be activated by setting a password and personalized security questions.
I can’t find my card, but I don’t think I’ve lost it. Am I safe?
If you can’t find your card, we recommend the temporary blocking of the card, which you can do in Online Banking or by calling the Call Center at +40 21 2223336. Your card can be reactivated later on, by contacting the Call Center.
I’ve lost my card/ my card was stolen. What do I have to do?
Please contact immediately the Call Center, by calling at +40 21 2223336. For the reissuing of you card, please contact Excelera Customer Support, available from Monday to Friday, from 9 a.m. to 5 p.m., by calling at 0736.702.002. The procedure of reissuing of your card can be done only if in your account there is enough balance to cover the commission fee for this operation. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I can’t remember my PIN code. How can I get a new one?
If you don’t remember your PIN code and can’t find or you’ve destroyed your original code that came with your card, you will have to contact the Call Canter, by calling at +40 21 2223336. After identifying yourself, you can order a new PIN code. This code will be delivered to you through an Excelera Service Point in the country, after a few days. The procedure for reissuing of a PIN code can only be done if your account has enough balance to cover the commission fee for this kind of operation. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I found a transaction that I don’t recognize. Who can I inform?
In Online Banking, you can find all the details and the forms that you need with which you can make a complaint. As an alternative, you can contact the Call Center, by calling +40 21 2223336 if you need more detail. Warning: For an unfounded complaint, there will be perceived a tax. Please check the list of tariffs and limits for the commissions that apply to this kind of operation.
I have a question. Whom do I contact?
Between 9 a.m. and 5 p.m., from Monday to Friday, you can contact us at Excelera Customer Support at +40 736 702 002 or by e-mail at firstname.lastname@example.org. While not in the mentioned time frame and for PIN reissuing operations or emergencies, please contact directly the Call Center that is available 24/7 at +40 21 2223336.
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+40 736 702 002
Excelera Prepaid MasterCards® are issued by Euronet 360 Finance Ltd., registration number 6928422, address: 6th Floor, Watson House, 54 Baker Street, London W1U7BU. E360F is authorized for e-money issuing in UK by the Financial Conduct Authority under license number 900009.
The Excelera Prepaid MasterCard® program is administrated by SCnet Payment Services SRL., Registration number at the registry of commerce J12/1301/2014, EU-VAT: RO33041180, address: Aleea Baisoara 9/16, Cluj-Napoca, Cluj county, Romania.