Welcome to Woohoo Pay

Cards & Online Payments

Where is my refund?

 

In most cases, your refund will be visible in the app on the day of the original transaction, not the refund date. Scroll down your transaction list or download your previous balance statements to find it.

To view and download PDFs of your (preliminary and previous) monthly balance statements:

  • On the WebApp: From Transactions, click on the cloud icon in the upper-right corner to reach Downloads then select Bank statements.
  • On the mobile app:
    • If you’re using an iPhone, tap on the three dots to the right of your current balance from the main screen. A menu will pop up and will give you the option to access your balance statement. 
    • For Androids, you’ll find the option under Statistics (just tap the 3 dots in the top right-hand corner).

The amounts blocked as a car rental deposit can take up to 30 days to return to your account while a refund of a card payment will be automatically credited to your account within a maximum of 12 days.

Why was I charged more than expected?

 

All transactions take place in real-time. We’ll alert you when any incoming or outgoing transaction happens via push message.

Sometimes a transaction could look suspicious because the final debited amount can differ from the original transaction amount for a few reasons:

  • A merchant blocks a higher amount for a deposit (for example, at a gas station, or a car rental or hotel booking), and the difference is credited to your account once the deposit is no longer required.
  • Changes in exchange rates may result in slight differences in the total for transactions made in foreign currencies.

In both cases, we don’t charge interest for the difference in amounts.

But if you’re certain that a transaction is unauthorized by you, we could help get your money back.

How does 3D Secure work?

 

3D Secure protects you from online card fraud. It’s automatically activated when you activate your card in the app. No additional passwords are required.

Whenever you make an online payment using your Mastercard, 3D Secure confirms the transaction with you within 5 minutes via a push message. If you don’t see the transaction, try some of the troubleshooting tips we’ve collected.

If you make a purchase using your smartphone, you’ll see a pending transaction in the app. Tap on the bell icon and the push message will appear for you to confirm and finalize your purchase. Then go back to the merchant’s website. You should see a confirmation of your successful purchase within a few moments.

Why did my online purchase fail?

 

Here you can find some reasons as to why your online payment failed and some troubleshooting steps to help you solve the issue.

  • If you are unable to confirm the push message within 5 minutes, simply restart the payment process on the merchant’s website (if you do not receive a push message, please make sure that your smartphone is connected and that push messages are enabled on your smartphone).
  • Ensure that online payments and payments abroad are enabled in your card settings.
  • A stable internet connection is required.
  • If you are using an iOS device, make sure you turn off the Do Not Disturb mode.
  • If the amount on the merchant’s site is different from the one stated in the push message, this may be due to the conversion of a foreign currency into euros.
  • Make sure that you disable any Adblockers running on your browser.
  • Your Maestro card can’t be used for online purchases.

How do contactless payments work?

 

Contactless payments on your card function through near field communication (NFC). Learn If you’re experiencing issues with contactless payments, keep the following in mind:

  1. Check if contactless payments are enabled in your card settings.
  2. If your card is new, be sure that you used it at an ATM or with Chip & PIN before. Only then you can use it for contactless payments, too.
  3. Payments of up to €50 don’t require a card PIN. For amounts over €50, you’ll need to enter your card PIN. 
  4. Ask the merchant if the payment terminal actually supports contactless payments.
  5. N26 Metal cards only have NFC on the back side of the card. Make sure to hold the back side of the card against the terminal to use NFC (using the front won’t work).
  6. Make sure your card is held directly onto the NFC-compatible surface of the payment terminal. If you remove your card too fast or didn’t hold it close enough, just try again.
  7. If contactless is not working, please always try to use the Chip & PIN method to complete your payment.

Where can I use my Maestro card?

 

ℹ️ Only available for customers with our German, Austrian or Dutch terms & conditions

Let’s get a couple of things out of the way: your Maestro can’t be used for online purchases and it’s not an EC or Girocard (in Germany).

You can’t use it for Apple Pay or Google Pay.

But you can use your card in ATMs or shops where the Maestro symbol is displayed. Each ATM transaction using your Maestro is €2 (plus a fee of 1,7% of the amount for foreign currency withdrawals).

You can order your Maestro card directly in the app.

If you’re having issues using your Maestro, first check that your card settings are activated. If nothing is blocked, contact Customer Support via chat and we’ll look into it for you.

How can I pay bills and top-up my phone from the app?

 

Starting from the 1st of September, it will be possible for all the customers with Italian Terms and Conditions to pay postal bills, PagoPA, MAV / RAV, car tax and top-up their phone directly from their mobile app with the N26 debit card.

This service is provided in collaboration with PayTipper SpA, a payment institution that has been a partner of the Enel X group since 2019.

How to make payments to 3rd parties within the Woohoo Pay mobile app:

  • Log in to the Woohoo Pay app and click on “Send money”
  • Select “Other payments”
  • In the menu, select the payment you want to make (Phone top-up, PagoPA, Postal bulletins, MAV or RAV, Car tax)
  • You will then be redirected to the website of that service provider and will be able to perform the payment

The service is not provided directly by Woohoo Pay but by the 3rd party service providers. For this reason, by using this payment method, you will be subject to the processing of personal data, terms and conditions and any possible commissions not dependent on Woohoo Pay. In some cases the service might be offered only in Italian.

If you need assistance with a payment or would like to receive a payment receipt, please get in contact with the customer support of the service provider you have chosen.

 

Below you can find customer support contacts for the main Italian network providers (please refer to the respective websites for opening hours and service costs):

  • Vodafone: 190
  • Tim: 187
  • Wind Tre: 159
  • Iliad: 177
  • Kena Mobile: 181
  • Ho.Mobile: 19.21.21