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EMERGENCY. Please help me.

syahrulasra Member Posts: 1
Sorry for bad English. My prepaid card is expired and i don't want another card because i want to withdraw to my bank. but i can't do that because USD balance is disabled and there is a money on my prepaid mastercard. is it possible to transfer my money from prepaid mastercard to USD balance? so i can withdraw it to my bank. I have tried sending messages many times but there is no answer at all. and I can't make phone calls because my English is very bad.
please help me. thank you.


  • KazPayoneer
    KazPayoneer Confirm Email, Member, Administrator Posts: 1,559 ✭✭✭✭✭✭✭

    Hello there @syahrulasra,

    On the forum, we try to answer every question and request as best we can but there are certain situations which we are not equipped to handle, particularly any situation that is an emergency. If you have an emergency, please contact customer support by giving them a call. Our agents deal with plenty of our users who are not very proficient in English and are glad to be patient with you as they assist.

    Regarding your question, it sounds as though you have a card account, which is dependent on the card being active in order to use it. This means there's no way to access the funds on this account without renewing & activating the card.

    At this stage I would suggest to contact our customer care department via phone to explain your situation, as they may be able to come up with a creative solution to this problem.