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Support centre

Popular questions

  • My email/phone number is no longer active and I can no longer access myPOS

    Please contact our Customer Support team and provide your new email address or new phone number. For security reasons a myPOS representative will confirm your identity before processing your request.

  • I forgot the PIN number for my card. What do I need to do?

    If you have forgotten your PIN and entered it incorrectly three consecutive times, your Business Card will be blocked. This is done for your protection, and you need to contact our Customer Support to assist you in unblocking it.

    Customer Support team will assist you with your PIN as well. After they confirm your identity, they will provide you with a phone number. This number is secure and used specifically for the purposes of issuing PIN codes. You will be asked to send this number a text message with the following text: myPOS + a space + XXXXXX (the last 6 digits of the card number). A text message will be generated containing your PIN. Do note that the text message must be sent from the mobile number used when opening the myPOS account. The PIN will be issued to this mobile number as well.

    To make your PIN code easier to remember, you can amend your PIN at any ATM. Simply select the option Change PIN from the ATM’s menu and follow the instructions.

    Find some PIN Security Tips below:

    • Avoid simple number sequences like 1234 and 0000 or number repetitions such as 1122 and 8899
    • Avoid significant dates such as your birth year or a loved one’s birthday
    • Avoid using any part of your Social Security Number or the VAT/TAX number of your company
    • Avoid using any part of your address or phone number
  • Where can I see my Fees & Limits

    The fees and limits applicable in myPOS can be seen here.

  • I have a question about a declined card transaction and/or a blocked amount

    A Business Card transaction can be declined on several occasions:

    • Your myPOS card has been blocked for the transaction you are attempting. For security reasons your myPOS card can be blocked for certain transactions. You can view your card’s security settings by logging in to your account, under tab Cards, Settings section. Note that the security settings can be set by card. If you have more than one card, select the correct one to ensure the card hasn’t been blocked for certain transactions.
    • Also for security reasons, your myPOS Business Card has a limit on the transaction amount and number of transactions. Your card’s limits can be viewed in your myPOS account under Limits in the footnote of every page.
    • When attempting an online transaction, your card can be declined if any of the card’s details were entered incorrectly. Check the details and try again.

    When using rental services or self-service facilities, it can happen that the service provider blocks a certain amount in your account. The amount is typically held for 45 days and then released. A myPOS representative could assist you in releasing the amount sooner, do note that further documentation may be required.

  • How long does it take for a SEPA or a SWIFT transfer to clear?

    A SEPA transfer clears in 2 to 3 business days, a SWIFT transfer in 3 to 5 business days.

    A transfer can sometimes be delayed if any of the beneficiary’s details were entered incorrectly. For example, if the beneficiary’s name was entered where the company name should have been.

  • PayPal transactions made with my myPOS VISA card are processed in the wrong currency, what should I do?

    It is likely that PayPal cannot identify the currency of your myPOS VISA card. To resolve this, please send a request to PayPal by following the simple steps below:

    1. Log in to PayPal
    2. Scroll to the bottom of the page and select Help
    3. Choose Message Center
    4. Fill in the required info in the form (see snapshot)

      The message to PayPal should include the last 4 digits of your card as well as the corresponding currency. Here is a template you might find useful: Please change the default currency for my card ending on XXXX to XXX (the currency of your myPOS VISA card).

    5. PayPal will make the change and confirm
  • I have ordered / would like to order a myPOS Business Card, how long will it take for my card to arrive?

    The delivery of your new myPOS Business Card will depend on the delivery method you select when placing your order. myPOS offers a courier delivery - a safer, faster option but it can only be done within standard business hours. Alternatively, the card can be sent to you by post, free of charge but the delivery takes longer.