Security at ImageNPay

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.

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.

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.

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 Mastercard® 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 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.