If I have ordered a new MobalPay card, what will happen to the old card’s balance? As long as you have entered the same account details when ordering the new card, the original balance should be transferred over to the new card. If this doesn’t happen, please contact support for assistance.
Category: Troubleshooting
Why haven’t I received my card?
I have placed an order but I haven’t received my card? If you have placed an order but you have not yet received your MobalPay card, please complete the following checks – Ensure that your order was successful and that you have received an order confirmation email Check that your I.D. upload has been accepted […]
Why can’t I order a second card?
I would like to order a secondary card but I am unable to do so? Each account holder can only have one MobalPay card active at a time, so while your original card remains active, you will not be able to place a new order. If your original card has been lost, stolen or damaged […]
Initially Paid Too Much / Too Little?
What happens if I pay too much / too little when paying the setup fee? If you pay too much when transferring the setup fee payment, the additional amount will be added to the balance for your MobalPay card. If you do not pay the full amount for the setup fee, we will not ship […]
Why is my card suspended?
Why has my MobalPay card been suspended? If we detect unauthorized usage or we are concerned that your card is being used fraudulently, we may temporarily suspend your card as a precaution. If your card has been suspended and you require further assistance, please send an email to our team at support@mobalpay.com for additional information. […]
3DS Security Features
Do I need to input my I.D. or password for a ‘3DSecure’ transaction? ‘3D Secure’ or ‘3DS’ is a relatively new security feature that has been introduced to keep both customers and merchants safe from fraudulent orders. The 3DS security procedures may vary slightly but for merchants that use the latest 3DS system (3DS2 / […]
Card Not Yet Active
Why hasn’t my MobalPay card been activated yet? Once you have submitted an activation request, please be advised that it can take up to two business days for your card to become active. A confirmation email will then be sent to the email address we hold on file for you once the activation process has […]
Lost PIN Code
I lost my PIN code. Can you send it me again? Our apologies but for security reasons, we do not keep a record of your pin code. If you have lost or forgotten the pin code your MobalPay card, you will be required to order a new card. If you require further assistance, please send […]
I.D. Rejected
Why was my I.D. upload rejected? If your I.D. upload was rejected, please ensure that your I.D. meets the requirements shown below – You must upload a valid Japanese Residence Card Your I.D. must clearly show your name, address, date of birth and the expiration date Your I.D. cannot be blurry, cropped or redacted in […]
Unknown Transactions
Why is there a transaction I do not recognize? If there is a charge that you are not familiar with, please check your transaction history to see if you are able to recognize the name of the merchant. Here are some examples of of unexpected transactions that certain merchants may process – Some merchants such […]