Expense & Reward Card FAQs | Lopay Help Centre (2024)

With your free Expense & Reward Card, you can:

How does the Lopay Card work?

Each time you take a payment via Lopay, your funds will be instantly available to spend via your Lopay Card. You can use your Lopay card to make purchases online, or in person via contactless payments, as well as Chip & Pin payments if you order a physical card.

Every time you spend on your Lopay card, online or instore, you will earn free payment processing. This means more transactions with zero fees!

What are the fees?

Your virtual Lopay card is totally free. If you want a physical card you can order one in the app for just £4.99. There are no additional fees.

Can I withdraw cash?

No, currently you can't use your Lopay Card to withdraw money from an ATM. Instead, spend your funds via your Lopay Card to earn more fee-free processing!

Will I also get payouts to my bank account?

Yes! You can schedule upto 5 free payouts to your bank each month to help manage regular outgoings. You choose the frequency and day of the week/month and we'll ensure your Lopay balance is sent to your bank account at the same times each month.

To set up your payout schedule, please ensure you have the latest version of the app then follow the steps below:

You can also trigger ad hoc, unscheduled, payouts at any time (additional fees may apply). To trigger an unscheduled payout, go to the 'Activity' tab in the app (4th icon at the bottom) and select the "Withdraw money" banner.

How do I add my card to mobile Wallet?

When you upgrade to a Lopay Rewards Card Account, a virtual card will be added to your Lopay app. This means you can start using your card straight away by adding it to your Google Wallet or Apple Wallet and making contactless payments with your phone.

How do I order a physical card?

Select My Cards on the app home page and then 'Order physical card'. When your physical card arrives you will need to activate it.

To activate your Lopay Rewards Card you'll need to insert your card into a card reader and make a Chip and Pin payment before contactless payments are enabled.

I've forgotten my PIN, can I retrieve it?

If you forget your PIN, select My Cards on the app home page and tap PIN reminder:

You will be sent a text message with a verification code in order to reveal your PIN.

To change your PIN, you will also need to tap PIN reminder and enter the verification code sent via text message. You will then be given the option to change your PIN.

What if I lose my card or need to freeze it?

If you need to freeze or unfreeze your card, select My Cards on the app home page to add or remove a temporary block.

If you need a new physical card because it is lost, stolen or damaged, select My Cards on the app home page and then select 'Replace Card'. You will be asked to select why you need a card - this is to ensure that if the card has been lost we know to block your previous card.

Once you receive your new card you can follow the same steps to activate it as when you received your previous card.

What if I don't recognise a transaction on my card?

If you are worried your card has been compromised you should freeze your card immediately. To freeze your card, select My Cards on the app home page and then toggle the "Freeze my card" banner so it shows as red.

Please then contact Lopay Support with details of the transaction you do not recognise and a member of the team will help you to dispute the transaction. You can contact Support via the in-app chat or email us at [emailprotected].

Can I add a receipt to card transactions?

Adding receipts to your transactions is easy with Lopay. Tap Your Cards in the app and you'll find an option to show your transaction history. After selecting the transaction, you'll be able to add a category, a description and as many images as you need.

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For any further questions or help, please email us at [emailprotected].