Q:
What is a Colibri Card?
A: A Colibri Card prepaid MasterCard is a payment card that works a bit like a pay as you go mobile phone. You load it with money and can only spend what you’ve topped it up with. The card is personalised with your name, a chip, PIN and unique card number, so you can use it anywhere you see the Acceptance Mark – in shops, on the internet, here and abroad. You can check your card balance online and via mobile. You can also view full details of all transactions online.
Q:
How is the Colibri Card different from a debit card and a credit card?
A: A Colibri Card is not a debit or a credit card – so there is no credit check, even if you have poor credit history you can still get a card! When you use your Colibri Card, you are spending money you have already topped up onto your Colibri Card, meaning all your purchases are prepaid. The Colibri Card is a payment card that works like a pay as you go phone – you need to put money on it before you can use it. When you use a debit card, you are using money linked to a bank account and when you use a credit card you buy now and pay later. With a Colibri Card you only spend the money you have loaded on your card.
Q:
How is the currency exchange rate calculated when the card is abroad?
A: MasterCard supplies the currency conversion rates to all card issuers on a daily basis.
Q:
What if I want to cancel a transaction or Card authorisation?
A: If you decide to cancel a transaction that has already been authorised, it may take a few days before your funds can be cleared for use on your card again. In the meantime, you won’t be able to use those funds for other transactions.
Q:
Do I receive a statement?
A: You will not receive a paper statement, however, you can view your current balance and recent transactions online and by mobile by logging onto your account.
Q:
How can I check my balance and transactions?
A: You can check your balance and transaction history online for free! Alternatively you can call Customer Service. You can also use your mobile phone to check your balance and history. The mobile phone you use must have the same number as mentioned on your Colibri Card account. If your phone number changes or you didn’t include a mobile phone on your account, please update your account details online.
Q:
Why might a transaction be declined?
A: On rare occasions, when a merchant cannot go online and check with us how much money you have on your card, your transaction may be declined.
Q:
Will I have to pay any interest?
A: There is no interest to pay and no late payment fees on your Colibri Card. It is not a credit card so you can not usually exceed the funds you have on your card. All fees and charges applying to your card are set out in the terms and conditions.
Q:
Will I earn interest on my Colibri Card?
A: You will not earn any interest on any funds loaded on your Colibri Card.
Q:
What happens when my Colibri Card expires?
A: If your card still has funds on it and in good standing, we will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please contact our Customer Services team on the number listed on our contact us page to request a replacement. You will not lose any funds on your card if you do not receive a replacement card before your Colibri Card expires. Please see the terms and conditions for more information.
Q:
How do I cancel my card?
A: If you want to cancel your card, just contact our Customer Services team, find our contact details in the contact us section of this website.
Q:
What do I need to do if any of my personal details change?
A: You must let us know as soon as possible by logging in and using the 'Your Account' facility on the website if you change name, address, phone number or e-mail address. If we contact you in relation to your Colibri Card, for example, to notify you that we have cancelled your Colibri Card or to send you a refund by cheque, we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
Q:
What happens if there is insufficient balance to pay fees?
A: It is your responsibility to ensure that there are sufficient funds on your card to cover the fees. If there are insufficient funds on the card then transactions will be declined and the card may be blocked for further usage.
Q:
What happens if I forget my password to the members area?
A: Just contact our Customer Services team and we will assist you in creating a new password to access your information online.
Q:
Can I use my card straight away?
A: After you have activated your card and loaded funds, you will be able to use your card to shop online and over the telephone. Once you have retrieved your PIN you will be able to shop in-store and withdraw cash from an ATM.
Q:
What address should I give when I purchase goods online or by mail order/phone?
A: You need to use the registered address you gave at the time of activation. Remember you can always update your details by visiting the My Account area.
Q:
How do I obtain my PIN code ?
A: Just call the number +32 70 35 02 61 and obtain your PIN number immediately.
