FAQ's

Why is my account being closed? 

Your Paysera card account is being closed / has been closed as we have detected card activity, and supporting information which we believe indicates that the card has been issued to a resident outside the European Economic Area (EEA).

In accordance with Clause #2 of Paysera Visa Debit Card Account Terms and Conditions, which you accepted at the time of applying for your Paysera Visa Debit Card, you must be an EEA resident to be issued a card. 

 If you believe you have received this notification in error, please use the “Submit a request” button at the top of the page and select “Submit proof of residency information” with proof of residency (see below) and we will review your account eligibility. 

Alternatively you can email [e-mail]

 Please note: That if your account has already been closed then we are unable to review any documentation until further notice.

What if I provided a friend or family member’s EEA address at the time of application?

Unfortunately, as per Clause #2 of the Paysera Visas Debit Card Account Terms and Conditions, you must be a resident of the EEA to have a Paysera Visa Debit Card.

 We can not accept a friends or family members address if you are not a permanent resident of that address.

What methods of proof of residency do you accept? 

• Utility bill (e.g. gas, electricity or phone landline) no older than 3 months
• Bank statement or bank letter, no older than 3 months
• A letter from a government department which confirms your current address (e.g. tax bill, benefit correspondence), no older than 12 months

What will happen if I am unable to provide this information? 

Your Paysera card will stop working, and your account will be closed on the date stated on the email that has been issued to you. 

 Any remaining funds will be sent back to Paysera in due course, please speak to them regarding redeeming any funds.

 This is usually within 7 days of your account being closed.

What do I need to do if I am unable to provide this information? 

You will need to clear the funds from your account before your closure date.

 You can do this by transferring the card balance to your linked Paysera account, spending your funds using the card or by withdrawing them from an ATM.  

 Once your balance is zero, please destroy your card by cutting it through the chip and mag-strip.

What if I fail to clear the funds from my Visa Debit Card account before the closure date?

We will transfer the remaining funds from your Visa Debit card account to Paysera, who will allocate back to your Paysera wallet account.

 This is usually within 7 days of your account being closed.

Can I claim the fees I paid to obtain my Paysera Visa Debit Card

In relation to any request for reimbursement of any fees, if you have any evidence in support of each fee paid on the basis of the terms and conditions, please provide it to us for examination before your account closes.

This evidence will need to confirm that the funds are specifically related to your Paysera Visa Debit Card Account.

I have not received a closure notice and my account has been closed, what can I do?

60 days closure notice emails were sent to all relevant customers, using the email address we hold on our system.

If you have not received an email, then please check with Paysera directly that they hold the correct email address for you.

Unfortunately as the closure notice was issued we are currently unable to re-open your account.

Can I complain about the closure of my account?

If you believe your account is being closed incorrectly then please submit your complaint via the “submit a request” button located at the top of this page and select “log a complaint” or email [e-mail] 

Our complaints team will then independently review your complaints and provide you with a written response (via email) within 15 working days.

What if I am not satisfied with the outcome of my complaint? 

If you remain unhappy with the outcome of your complaint, you may contact other authorities to independently review this.

You can do this by contacting the Bank of Lithuania who will independently review and look to settle disputes between financial services and their customers.

You can contact them using the below details and provide the appropriate form available on the Bank of Lithuania website (https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4):

Letter: Žalgirio g. 90, LT-09303, Vilnius

Email: [e-mail] (containing the completed application form)