Important update about your Payoneer Prepaid Mastercard

Today I received an email with an update about Payoneer Prepaid Mastercards. One of the paragraphs is saying that:


"Your existing card balance is currently available and you can use your card to access your funds. You will have until June 30th, 2018 to access whatever remaining funds you have available on your current card."


So I'm wondering, with this, is Payoneer forcing us to withdrawn all the funds that we currently have on our master cards until June 30th, 2018? I contacted their support and I got an answer that if the funds will not be used until that date, they will be lost. This is very strange for me, and I'm still not sure if this is really happening. How can they just block the funds of the card, when initially the card should expire in 2019.

Can anyone please confirm that we will lost the funds if we don't use them until June 30th, 2018?

Comments

  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    Hi @ivanstojanov1990 , thank you for contacting us! Do not worry, the payment will still be redirected to your old card, you will be able to access your funds until June 30th. In the meantime, a new card will be issued for you so you can keep on receiving payments after.

    Don't forget that you also have the option to withdraw the remaining funds to your bank account if you wish to, you can also access the funds on your card at the ATM, for online purchases or in any point of sale where the card is accepted.

    The transition is done in order to make sure our customer will continue using the service in a comfortable way.

  • Luc79Luc79 Posts: 5Member
    > @Cristale_Payoneer said:
    > Hi @ivanstojanov1990 , thank you for contacting us! Do not worry, the payment will still be redirected to your old card, you will be able to access your funds until June 30th. In the meantime, a new card will be issued for you so you can keep on receiving payments after.

    Hi Cristale_Payoneer,
    The funds remaining in the old card will be sent to the new one as always?
  • sharmsharm Posts: 3Member
    Hello,

    I received the same email. It is really confusing. Just some words "we’ve started working with a new issuing bank", then you suggest to withdraw to my bank account or order my new Prepaid Mastercard.

    Could you give more details about this?

    I ordered new Prepaid Mastercard by the link in email, but as I see in my account you blocked all other funds those were not on the card.

    They are just in 'debits' now with empty description field. How can I withdraw them?

    Could you explain this?
  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    @Luc79 In that specific case, you wont have the option to transferred the remaining balance to the new card. But as i already explained, the card will is active and ready to be used until June 30th.

  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    @sharm we did start working with a new issuing bank, we did it in order to be able to keep on providing a comfortable service to our customers.

    Having your funds blocked shouldn't be a part of the transition, if you think that your funds are blocked there is a need to contact the support and verify.

    The changes involved in the transition are mainly issuing a new card instead of the old one, while the old one stays active until June 30th; meaning that until that date you can still access the funds on the card, the funding sources stay active, and you can keep on receiving payments.

    However, no, it is not possible to transfer the funds from the old card to the new one. If the old card got blocked, as the new one has been issued, it is a technical issue and of course it can still be reopened if you contact our support and ask for it.

    Accessing your funds via withdrawal, basically means that if the "withdraw to bank" option is enabled on your account, then you can withdraw the funds on the card to your bank account if you wish to. You can use the card at the ATM too, in points of sale or online.

  • ivanstojanov1990ivanstojanov1990 Posts: 2Member
    @Cristale_Payoneer and can you please let us know, why are you targeting some users, but not everyone? I know many people that are using Payoneer and I asked them, but they did not received any email about any transition. So I'm wondering, what was the condition so that some of users got the email and the others did not.
  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    This is done in order to improve the use of our services.

  • Luc79Luc79 Posts: 5Member
    > @Cristale_Payoneer said:
    > @Luc79 In that specific case, you wont have the option to transferred the remaining balance to the new card. But as i already explained, the card will is active and ready to be used until June 30th.

    I received this email after ordering the new card:
    You’re all set! Your new prepaid MasterCard® is on its way. Don’t forget to activate your card when it arrives! Once activated, we’ll automatically transfer all funds from your existing card.

    Could you please tell me whether the funds will be transferred, or not?
  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    @Luc79 The remaining funds on your card should not be transferred to the new card unless the new card was ordered to you because of a different reason such as lost, stolen, late, damaged etc...

  • MALLEKMIROXMALLEKMIROX Posts: 1Member
    > @Cristale_Payoneer said:
    > @Luc79 The remaining funds on your card should not be transferred to the new card unless the new card was ordered to you because of a different reason such as lost, stolen, late, damaged etc...

    So, if we don't withdraw all our funds from the old card until June 30th, does this mean the funds will despair from our account or it will go to the new card/our account?
  • mkspkrmkspkr Posts: 1Member
    I had to withdraw the money I had left into my back account which cost $15 since the balance cannot be transferred to my new card. It seems unfair that I have to pay this extra charge to avoid losing the money on my card. Can this be refunded?
  • Cristale_PayoneerCristale_Payoneer Posts: 1,213Administrator ✭✭✭✭✭✭✭

    @mkspkr I recommend you directly contact our support center in order to ask if something can be done.

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