With the card, you can pay for purchases at stationery shops in the country, abroad and in online shops. Cash withdrawals from ATMs are also possible.
In order to pay in the shop in a contactless manner, the terminal must support this option. This is indicated by the contactless payment symbol placed on it.
To enable contactless payments on your physical card, first make a traditional payment by inserting the card into the terminal or ATM and confirming it with your PIN.
In order to pay, bring the card closer to the terminal display and wait for the beep and confirmation of the transaction completion.
Payments up to 100 PLN are made in Poland without the need to enter a PIN. Each country has its own limit of contactless payments, which do not require confirmation with a PIN. Transactions for larger amounts will require verification in the form of a PIN.
For security reasons and due to the requirements of the PSD2 regulations, it may happen that you will be asked to provide a PIN for a contactless transaction of a value not exceeding 100 PLN.
You can disable or enable contactless payments for your card at any time, using the portal or the app.
To do so, log in to your account and then go to the cards tab. Select the card which settings you want to change and then click Change options (if you are using the portal) or Payment options (if you are using the app). Then find it in the Contactless payments list.
In order to pay online, you must enter your card details in the appropriate fields: 16-digit card number, expiry date and 3-digit CVV code. Sometimes the name and address of the cardholder will also be required.
Some shops may apply additional security measures in the form of the 3D Secure mechanism. In such cases, confirm the transaction in the Conotoxia mobile app. If you do not use the app, enter the unique code sent to your phone number.
You can top up your payment card from your wallet. To do so, you must have funds on it or top it up. If you do not know how to top up your currency wallet, please check our guide.
To top up your card with funds from your wallet, log into your account in the portal or the app.
If you are using the portal, go to the Currency wallet tab, and then click on Top up the card next to the currency you want to fund the card with. Then enter the amount you want to top up or click on Transfer all if you want to transfer all the funds in the given currency to the card.
If you use the app, go to the Dashboard tab, click Cards funds, then click Top up and specify the amount you want to top up.
You can withdraw funds accumulated on your card to your currency wallet at any time, using the portal or the app. To do so, log in to your account.
If you are using the portal, go to the Currency wallet tab. Click on the three vertical dots next to the currency you wish to withdraw from the card to your wallet and then select the option Withdraw to wallet. Enter the amount you wish to withdraw.
If you are using the app, go to the Dashboard, click Cards funds, and select Withdraw.
Your card payments may be declined for various reasons. This can happen when:
- the daily transaction limits were exceeded,
- the payment method selected is disabled in the card settings,
- you do not have sufficient funds on your card to cover the transaction,
- your card is inactive or blocked,
- incorrect card data were entered during the internet transaction (card number, expiry date, CVV code),
- incorrect data were entered for transaction authorization (PIN code, 3D Secure number).
If you are sure that your payment should be processed correctly and is still being declined, please contact our Customer Care Department.
If you believe that your card transaction has been incorrectly settled (e.g. funds have been withdrawn twice) or another irregularity has occurred, you can make a complaint by filling in the form available here.
The chargeback procedure is a mechanism that enables a notification to be sent to the payment merchant (store/party accepting the payment) and aims to refund the transaction amount, in whole or in part, if the service provider/merchant has not fulfilled the contract in the agreed time or form. The chargeback procedure is implemented exclusively based on the internal regulations of the VISA payment organisation, which acts as an intermediary in exchanging information between the cardholder and the merchant. As the payment card issuer, Conotoxia sp. z o.o. acts on your behalf. However, it is neither a party to these proceedings nor decides on their outcome.
1. How does the chargeback work?
Chargeback is sent to the payment merchant through VISA based on a notification received by Conotoxia and addressed by the cardholder. The merchant must respond to such a notification, indicating the merchant's stance. If the merchant accepts the notification as legitimate and refunds the agreed amount of the transaction, the procedure is closed. The funds from the transaction (all or the agreed part of it) that is the subject of the notification will be returned to the cardholder's account held with Conotoxia. We will inform you how your request has been resolved in the agreed manner.
2. When can I use chargeback?
The internal regulations of the VISA payment organisation define the catalogue of cases and transactions that qualify for a chargeback. The following situations are among the most important:
- The merchant has not delivered the service or good in the agreed form and time;
- The merchant has charged the card twice for a single purchase;
- The ATM has not withdrawn funds or has withdrawn only part of the funds, and the card has been charged in full;
- The merchant charged the card in a different currency or amount than the transaction confirmation printed from the terminal.
All cases are analysed in a case-by-case manner based on the established circumstances. Therefore, it is essential to remember that not all of the above situations guarantee the possibility of filing a chargeback procedure.
3. How do I use the chargeback service?
In the event of the occurrence of the circumstances listed in point 2:
- Contact your service provider to resolve the problem;
- Contact Conotoxia (https://conotoxia.com/contact-us). If you choose to contact us by email, describe the irregularity and, if possible, attach a completed and signed chargeback form
- If you have already contacted the merchant, enclose this correspondence with your application;
- Wait for feedback, which will indicate how to proceed.
IMPORTANT NOTE. We can only send a chargeback notification for a transaction that has been settled and credited to your account with Conotoxia. VISA regulations set the maximum time limit for initiating a chargeback. Once exceeded, you will irretrievably lose the possibility of filing a claim; therefore, please act immediately, including starting negotiations with the merchant.
4. How long does the procedure take?
The deadlines for the various stages of the procedure are set by VISA and may depend on the type of claim (the basis of the claim). Typically, a final date for the resolution of a case can be set at around 30-60 days, but VISA has not set both a minimum and maximum deadline. We will inform you of any status change in your claim and if there is a need to provide additional information in due time.
Please note that we will not classify every request as a chargeback, as individual cases are subject to individual assessment by Conotoxia based on the circumstances and procedural and regulatory considerations. Initiating a chargeback procedure does not mean the merchant will return funds. Conotoxia will exercise due diligence within the procedure's scope; however, not being a party to it, Conotoxia is not responsible for the implementation and does not guarantee a successful resolution of the dispute.