Frequently Asked Questions

What is ImageNPay Card?

It is a virtual prepaid debit card. After you have downloaded the app, you can load your money using your debit card as and when required. Your first minimum load is £20. Thereafter you need to have enough money on your ImageNPay Card to be able to make purchases you want.

What is ImageNPay app?

It is a finance and lifestyle app that allows you to personalise your ImageNPay Card using the images you like and supporting the causes you love. It is available in App Store for online payments only at the moment. Don’t worry we are working on both an Apple Pay and Android version with Google Pay too!

What are the benefits of our virtual prepaid card?

No credit check needed: when you apply for ImageNPay Card, we do not run a credit check. This means your chances of being accepted are much higher. It is secure as a virtual card is not linked to a bank account or credit facility. It means you can shop online with extra peace of mind. It is accepted globally online at any retail website that accepts MastercardÒ.

I have downloaded the ImageNPay app, now what do I do?

Great! Now you can see our catalogue of card designs for you to use. However, before you start using the card you must top up via your debit card. We issue your virtual prepaid card instantaneously at just £4.99, so you don’t need to wait for a card to arrive in the post. Plus, there is no plastic involved, so thumbs up for making your contribution to reducing your carbon footprint!

Is top up using my debit card secure?

Yes, you need to type in your card details to top up using a secure channel. We know it’s a pain, so in one of the next releases we are considering adding OCR feature, so you can simply take a photo of your debit card and the details are filled in.

 

How does ImageNPay Card work?

ImageNPay card works just like any virtual prepaid card, where you can use the card for online purchases, safely and securely never revealing your debit card or bank details.

What about offline or in person purchases?

We are working on Apple Pay integration now which should be available in Quarter 1 2021, as well as Android version with Google Pay.

 

What iOS versions does ImageNPay app support?

If you have any version above iOS 12 (included), you are good to go.

 

Is it safe and secure to use?

As with anything money related, you need to be cautious and take care of your information, don’t leave your phone unattended and share your PIN with anyone. When you go through the registration process, we ask you to set up four-digit PIN on your device known to you only, and this will protect an unauthorised access to ImageNPay app. But again, don’t leave your phone unattended and share your PIN with anyone.

 

What shall I do if I have forgotten my PIN?

To change your PIN, go to My Profile –> Change PIN.

 

How can I reset my PIN?

To reset your PIN, just tap “Forgot your PIN? Please sign-in” link on PIN entry screen. PIN cannot be reset from Your Profile.

Where can I see my card details?

For card details go to My Card –> Card Details. You can see your Virtual Card Number, CVV that are masked and Expiry Date there, which is always visible. For security reasons we never reveal all three pieces of information related to your card details, however if you tap on the dots that are hiding the digits, Virtual Card Number or CVV will be revealed for 10 seconds, one at a time.

 

Where can I see my transactions?

For transactions go to Go to My Card –> Transactions.

 

How much can I spend with ImageNPay Card?

ImageNPay Card has a spending limit of £120 per month or £1440 per year. We are working on launching ImageNPay Plus Card which allows you to spend considerably more (£2600 per month or £31200 per year) in Quarter 1 2021.

 

Does the card have a credit limit?

No, ImageNPay is not a credit card. You can only spend the amount of money that you have on your virtual prepaid card account.

 

What if the amount of my purchase is more than my available balance?

In this case, your purchase will be declined, and you will need to add additional funds to the card account. You may also be charged Decline Fee @ £0.50 per transaction.

 

Are there any fees for using my card?

Yes, you will be charged £4.99 for card issuance and sign up, then £2.99 monthly recurring.

Your monthly fee is charged on the 5th day of the month and you can load up to £120 without loading charges for your ImageNPay Card.

Once ImageNPay Plus Card is launched you are able to upgrade for £3.99. ImageNPay Plus Card gives you an opportunity to have a bank account and is a subject for identity and other checks. On plus side, we offer a rebate for up to £200 monthly loaded payable back to your account by the 5th of the following month. Above that sum we will charge you Loading Fee at 1% of your loading amount.

 

What about Card Designs?

We are constantly working on adding more designs to our catalogue, including GIFs and sound! You can find some of our free designs in the app, as well as those you can purchase to express yourself and support the causes you feel passionate about. If you have suggestions about designs, you’d like to see on ImageNPay platform, send us your ideas on help@imagenpay.com.

 

What happens if I lose my phone or it is stolen?

Your money is safe with us, even if your phone is lost or stolen. But do send us an email on help@imagenpay.com to avoid any confusion. Just don’t tell anyone your PIN or any other personal details.

 

What happens to my money if I lose my phone or it is stolen?

Once you realised this happened, send us an email on help@imagenpay.com. The app is protected by PIN (Face or Touch ID in later releases) and so is your phone, so really everything should be safe, but you need to inform us as soon as you find out. We will freeze the card to eliminate any possibility.

 

How long will it take to replace the card?

Because it is a virtual prepaid MastercardÒ card in the app, once you download the app on your new device and sign in as usual with your credentials, your ImageNPay card will be there. But we may need to unfreeze it for you to start using it.

 

What happens if I change my address?

Please send us an email on help@imagenpay.com to update your details. Later we will enable you to update your details in the app in My Profile.

 

Does my card ever expire?

Yes, you can find the expiry date in your card details. Go to My Card –> Card Details. ImageNPay cards are issued for three  years, and if you do not notify us, we will reissue the card at £0.99 for another three years. We will transfer the balance for you, but if you have any Direct Debit or Standing Orders, you will need to update your card details for them.

If you do not want your card to be re-issued or even close your account all together, please drop us a note on help@imagenpay.com. We don’t charge Account Closure Fee.

What happens if I no longer want to use my prepaid card?

If you wish to cancel your ImageNPay Card or ImageNPay Plus Card or no longer wish to use it, please send us an email on help@imagenpay.com. We will close your account, and we don’t charge Account Closure Fee.

 

What happens to my money?

Because it is a virtual prepaid MastercardÒ card in the app, you won’t be able to use ATM. But if you instruct us with your new details where to transfer your funds, we will action this for you at £0.50 for Bank Payment Fee. You have the whole year after your card expired or you closed your account with us to get your money back without penalty. After one year, you will be charged £20.00 for Late Redemption Fee.

 

What if I have a problem?

If you have a query about the card itself or you have an unknown transaction on your card account, or a transaction has been declined but you still have funds on your card account then please send us an email on help@imagenpay.com.

 

What if I have a question?

If you have a query about the card itself or you have an unknown transaction on your card account, or a transaction has been declined but you still have funds on your card account then please send us an email on help@imagenpay.com.

 

Can I withdraw cash using ImageNPay Card?

Because it is a virtual prepaid MastercardÒ card in the app, you won’t be able to use an ATM.

 

How can I reset my password?

Please send us an email on help@imagenpay.com and we will help you with that. But we are working to add this feature in one of the next releases.

ImageNPay FAQs - last updated: 25/11/2020