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Physical card overview

Where are physical Taptap Send Cards available?

Physical Taptap Send Cards are being made available gradually to UK and EU customers. We’re starting with a limited number of users and will expand availability over the coming months.  

How do I get one? 

If physical cards are available to you, you’ll see an option to order one in the Taptap Send app. If you don’t see this option yet, it will become available to you in the coming months.

See our article Card eligibility for more information. 

 

How do I order a physical card?

To order a physical Taptap Send Card, follow these steps:

  1. Open the Taptap Send app
  2. Tap“Card” at the bottom of the screen
  3. Tap “+ New card”
  4. Tap “Physical debit card”
  5. Confirm your delivery address is correct or enter a new address
  6. Choose how you want to pay the card fee
  7. Tap “Complete Order”
  8. Set your 4-digit PIN
  9. Tap “Set PIN”


Is there a limit on how many physical Taptap Send Cards I can have?

You can only have 1 physical Taptap Send Card at a time. You can, however, create up to 4 virtual Taptap Send Cards in the app. 

 

How much does it cost to order a physical card?

Please see our Taptap Send app for up to date pricing on physical card orders in your region. 

 

How long does it take for the physical card to arrive?

Your card should arrive within 10 days from when you order it on the Taptap Send app. It will be sent to the address you provided when you placed your order.

 

What if my card doesn’t arrive? 

If it’s been more than 10 days and your card hasn’t arrived, please contact our customer service team so we can assist you. 

We’ll help you work out what happened and if needed, we will explain how to reorder a card and will waive the cost of the new card. 

 

What happens if my card can’t be delivered?

Sometimes cards are returned to us (for example, if the address was incorrect or no one was home to receive it). If this happens: 

  • We’ll securely destroy the card to keep your money safe
  • You can order a replacement card for free (we’ll waive the standard card fee)
  • Your Taptap Send Wallet and any money in it remain safe and accessible

Important: You can still use your Taptap Send Wallet and your virtual Taptap Send Card(s) while you wait for your physical card to arrive.

 

Where can I have my physical card delivered?

We can currently only deliver your card to addresses in the UK. We’re not able to send cards to addresses outside the UK at this time.

 

Checking your delivery address

When you order your physical card in the Taptap Send app, we’ll show you the address we have on file for you. This should be your current UK address. 

 

Need to update your address?

If the address shown is wrong or out of date, please update it before you order your card. To update your address, follow the steps below:

  1. On your Taptap Send app homepage, tap the dark green circle in the top left corner
  2. Tap “Account” 
  3. Tap “Address”
  4. Update your address
  5. Tap “Save”

This ensures your card reaches you and that any important information we send you goes to the right place. 

Important: Your card can only be delivered to a UK address. Please make sure your address is correct and up to date before ordering your card. If you’re planning to move soon, you may want to wait until you’re at your new address.

 

How do I activate my physical debit card?

Once your card arrives, you’ll need to activate it before you can use it. Here’s how:

  1. Open the Taptap Send app and log in
  2. Tap “Card” at the bottom of the screen 
  3. Tap “Activate now” 
  4. Enter your card details:
    • 16-digit card number  (the long number on the back of your card)
    • Expiry date (shown as MM/YY on the back of your card)
    • CVV (the 3-digit security code on the back of your card)
  5. Tap “Activate card”

 

Can’t activate your card?

If you’re having trouble, please contact our customer support team 

 

Can I use my card to withdraw money from a cash machine (ATM)?

Yes, your physical Taptap Send Card works at most ATMs. 

 

What are the cash machine (ATM) withdrawal fees?

To see what ATM withdrawal fees Taptap Send currently applies to ATM withdrawals with your Taptap Send Card, please follow these steps: 

  1. Open the Taptap Send app and login
  2. Tap “Card” at the bottom of the screen
  3. Tap “Manage Card”
  4. Tap “ATM Fees”

If we ever change or introduce new ATM withdrawal fees, we will notify you by email in advance and update the fee information in the app. 

Important: some ATM providers charge their own fees for withdrawals. This fee is set by the ATM provider (not Taptap Send) and will be shown on the ATM screen before you complete your withdrawal. You can choose to cancel the withdrawal if you don’t want to pay the ATM provider’s fee.

 

Withdrawing from an ATM abroad?

When using your Taptap Send Card at an ATM in another country, you may be asked whether you want to withdraw in pounds (GBP) or in the local currency. 

What’s the difference? 

  • If you choose local currency: Taptap Send will convert the money using our exchange rate or, if we don’t support the local currency yet, Visa’s exchange rate will apply.
  • If you choose pounds / GBP: The ATM provider will convert the money using their exchange rate, which may include additional charges

Note: the option to withdraw in pounds / GBP is sometimes called “Dynamic Currency Conversion” or may appear as “withdraw in your home currency”. 

You can check our current Taptap Send rate for the local currency at any time on our website or the homepage of the app.  

 

What should I do if contactless transactions aren’t working?

First, check these common issues: 

  1. Is your card active?
    • Open the Taptap Send app 
    • Tap “Card” at the bottom of the screen
    • Make sure your card shows as “Active” 

    • If it’s not “Active” follow these steps to activate your card

       

  2. Do you have enough money in your Taptap Send Wallet? 
    • Open the Taptap Send app
    • Check that your Wallet has enough GBP in it for your payment

Want to add more money to your Wallet? Follow these steps here.

 

  1. Have you reached your contactless limit?

In the UK, there are currently limits on contactless payments for security reasons: 

  • Single payment limit: £100 per payment
  • Multiple payments: After several contactless payments, you’ll need to insert your card into the card machine and use your PIN

 

Still not working? 

Contact our support team 

 

What is contactless? This is where you tap your card on the card machine without using your PIN. 

What is a PIN? This is your 4-digit security number that you created when you activated your card. 
Forgotten your PIN? Follow these steps to reset your PIN in the Taptap Send app

 

What should I do if my PIN isn’t working?

If your PIN isn’t working, you should reset it in the Taptap Send app.

Important: If you enter the wrong PIN 3 times, your card will be blocked for security. You’ll need to reset your PIN in the Taptap Send app and activate it at a cash machine (ATM) to use your card again.

How to change your PIN: 

What you need: 

  • the Taptap Send app
  • Access to a cash machine (ATM)

Steps:

  1. Change your PIN in the app 
    • Open the Taptap Send app
    • Tap “Cards” at the bottom of the screen
    • Tap “Manage Card”
    • Tap “Change PIN” 
    • Follow the instructions to set your new PIN
  2. Activate your new PIN at a cash machine (ATM)
    • Go to any cash machine (ATM)
    • Insert your Taptap Send Card
    • Follow the instructions on screen to check your balance OR withdraw money
    • This activates your new PIN

Still having problems with your PIN? 

Contact us 

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