What should I do if my card was lost or stolen?
If your card has been stolen, please terminate your card [see how to do that here] in the app as soon as possible and contact our customer support team immediately to inform them that your card was stolen.
What should I do if my phone was lost or stolen, and my Taptap Send Card is on it?
Please contact our customer support team immediately to inform them that your phone and card were stolen. They can help you suspend or terminate your card remotely.
If you do not have access to your phone to perform this action, simply contact us. On each of our FAQ page, in the bottom right corner, you have a green "Support" button. This will open a form: simply fill all the required fields and our team will be notified and will assist you shortly.
When you next login to our app, we recommend that you:
- Reset your Taptap Send account password
- Use a new and unique PIN number when you create a new Taptap card
What should I do if I don’t recognize a transaction on my card?
- Check the date and the amount: Sometimes merchant names on card transactions are not always identical to the merchant name on the storefront. Please make sure to review the date and amount of the card transaction in case that helps you identify the transaction.
- Check with family: If any family members have access to this card, please confirm the charge was not completed by a family member.
Contact Customer Support and terminate your card: If the above does not resolve your issues, please terminate your card and contact Customer Support immediately.
What should I do if I suspect fraud?
Please contact our customer support team immediately.
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If you have access to your Taptap Send account, please also:
- Terminate your card
- Reset your Taptap Send account password
- Use a new and unique PIN number when you create a new Taptap Send Card
How do I freeze/unfreeze my card?
It’s very easy to freeze your card. If you are suspicious that something has happened to your card, keeping your funds safe by freezing your card.
From the Card details page in the app:
- go to the “Manage card” tab and toggle the option “Freeze card”
- Your card is now frozen and no purchases will go through
- You can unfreeze it easily by untoggling “Unfreeze card”
If you do not have access to your phone to perform this action, simply contact us. On each of our FAQ page, in the bottom right corner, you have a green "Support" button. This will open a form: simply fill all the required fields and our team will be notified and will assist you shortly.
How do I terminate my card?
You can terminate your card by following these simple steps from the “Card” page:
- Select tab “Manage card”
- Then “Terminate card”
- Confirm if you want to freeze or terminate card
- Authenticate yourself
If you do not have access to your phone to perform this action, simply contact us. On each of our FAQ page, in the bottom right corner, you have a green "Support" button. This will open a form: simply fill all the required fields and our team will be notified and will assist you shortly.
Can I change my PIN?
Yes! If you need to change your PIN:
- go to the “Card” menu
- select tab “Manage card”
- then “Change PIN”
- Authenticate yourself
- Enter a new PIN and confirm it
Is it safe to use a virtual debit card?
Virtual debit cards are a safe and easy way to pay, especially online. Because there’s no physical card, there’s nothing to lose or steal. Each card has its own number, and you can freeze or cancel it instantly from the app if anything looks off. In fact, in the event of card fraud, virtual debit cards are faster to cancel and to create, which can minimize any disruption to your life should you need to terminate a card.
We have security built into the app to keep your card information safe. Make sure to keep your app secure and do not share your Taptap send login credentials or card details with anyone else, and you should be good to go!
How can I keep my account safe?
Do not share your Taptap send account password or your card PIN with anyone
- Never share you card details (number, expiration date and CVV) to anyone and never send a screenshot or picture of your card details
- Do not re-use passwords and PINs. Make sure your Taptap send password and card PIN are unique to your Taptap Send account
- Be cautious of your surroundings when logging in to your Taptap Send account and/or viewing your card details in the app