For Luxon Pay Noir and Premium customers there will be no fee for ordering your Luxon Pay Mastercard. For other Luxon Pay customers, there is a one-off cost associated to ordering your card that is relevant to your VIP level. Please visit our Luxon Pay Mastercard page for more details.

The services below that are available with your Luxon Pay Mastercard are free of charge:

• Free to pay for goods in shops, restaurants and online.
• Free balance enquiries.
• Free online statements.
• Free PIN reissue.

It is not possible to change your PIN through the Luxon Pay app, however, you can change it at any ATM.

If you forgot your card PIN, just open the Luxon Pay app, go to “Card” and select “view PIN”.

If you are an existing Luxon Pay customer residing in a supported country, with a fully verified account, you can order a Luxon Pay Mastercard right now. View a list of supported countries here.

Simply log into your account, go to the Luxon Pay Card section and click on “Get card”. Please ensure you make any necessary amendments to the shipping address.

For Luxon Pay Noir and Premium customers there will be no fee for ordering your Luxon Pay Mastercard. For other Luxon Pay customers, there is a one-off cost associated to ordering your card that is relevant to your VIP level. Please visit our Luxon Pay Mastercard page for more details.

Once you order your Luxon Pay Mastercard you can expect it to be delivered to your address within 5-10 business days.

Once you receive your card, please follow the instructions in the card section of your Luxon Pay account to activate it.

We recognize that it’s frustrating when a card payment is rejected. A payment may have been rejected for a variety of reasons: you have reached your spend limit, your balance isn’t high enough to cover the payment, there’s a temporary restriction on your card or account, or you were attempting to use your card to purchase restricted goods or services.

Please make sure your Luxon Pay balance is in the same currency as your card (Euro for EU customers / GBP for UK customers) and that your card or account are not temporarily disabled.

If you believe you had a sufficient balance, and that the payment should have been processed successfully, please contact our 24/7 Customer Support team.

EU card holders will need a Euro balance in their Luxon Pay account to use their Luxon Pay Mastercard

UK card holders will need a GBP balance in their Luxon Pay account to use their Luxon Pay Mastercard

Please make sure your Luxon Pay balance is in the same currency as your card (Euro for EU card holders / GBP for UK card holders) and that your card or account are not temporarily disabled.

If you’re forgotten the PIN for your Luxon Pay Mastercard, you can click “view PIN” under the card section in your account to see a reminder of your PIN.

Please protect your PIN, never write it down and never disclose it to anyone.

For security purposes, you need to activate your card before you can start using it.

To activate your card, simply log in to your Luxon Pay Account and click on Card then verify the requested details to complete the process.

To report a lost or stolen card, log into your Luxon Pay account and go to the Card section and freeze your card.

Alternatively, you can contact our 24/7 Customer Support Team.

Your card will be cancelled immediately, and you will be able to apply for a new one.

Once you order your Luxon Pay Mastercard you may expect it delivered to your address within 5-7 business days. If you have not received your card after this time, please contact our 24/7 Customer Support team.

Your Luxon Pay Mastercard is a debit card and will require funds in your EUR / GBP (Euro for EU card holders / GBP for UK card holders) balance in order to process the payment.

To increase your Luxon Pay balance, simply log in to your Luxon Pay account, click Deposit and choose the option that’s most convenient for you.

Any transactions you make with your card will appear in the Transactions section, which you can check online at any time.

To manage your Luxon Pay Mastercard, simply click on the Card section of your account.

Yes, once you order your card you can view the card details within the app and use it to make online purchases immediately.

When you are travelling, or shopping online with your Luxon Pay Mastercard, you may sometimes be asked what currency you would like to be charged in.

We recommend you always choose to be billed in local currency, as that will mean Luxon Pay will apply our conversion rates to your transaction.

We are confident that our rates will always beat the rates offered by the merchant you are shopping with.

Your Luxon Pay balance is not stored on your card, but in the wallet, which the ATM cannot access.  You can always check the app to see your balance.

Your Luxon Pay Mastercard is accepted anywhere Mastercard is accepted.

As long as your Luxon Pay balance is enough to cover the cashback, it will work like with any other card.

[cashback is available only in some countries and it means paying extra in a shop, and getting some cash back – like going to an ATM]

You will need to use your card at least once with a chip & PIN machine before you can use it contactless, this is to prevent abuse (in case of it being stolen during delivery for example).

To order a new card, please contact our 24/7 Customer Support Team. Just let us know why you need a replacement card. If you lost your current card, please freeze it as soon as possible in the Luxon Pay app to block it. You can do it in the Card section of the app.

Please note that there may be a fee for a replacement card depending on your VIP level.

Luxon Pay is currently not available on Apple Pay or Google Pay. However, you can use your Luxon Pay Mastercard for easy contactless payments.