Orby

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General Information

Orby Pay’s customers have access to Orby Pay services through web portal (online banking) and by downloading app on their mobile phone (iOS and Android).
Customers are be able to download app on their mobile phones through App Store or Google Play. The app itself is user-friendly in order to ensure that customer go through smooth on-boarding process. In a case that customer has a problem with downloading app he is be able to contact support team on the following e-mail address: support@orbypay.com.

Prior to being able to use Orby Pay’s service customer needs to go through KYC/KYB process. This policy is in line with a banking regulation commonly known as ‘Know Your Customer’ (KYC) and is the process of a business verifying the identity of its clients.

Until customer has completed this step he is not bound by General Terms of Service. Any card top-ups or bank transfers send to the account before verifying identity will be made at customers own risk and are subject to applicable fees.

In order for a customer to open account with Orby Pay he needs to be at least 18 years old.

If you are waiting for the verification result, bear in mind that it can take anywhere between 10 minutes and 1 hour before being processed. If customer’s verification has failed, customer should try again and double-check that images that are being uploaded are clear and all document photos are readable without any blur or glare.

In a case that customer is not able to verify his identity by following regular onboarding process he can contact customer service by using in-app chat where one of Orby Pay’s agents will try to resolve the issue.

Customers are be able to top-up their account by either using bank transfer or their existing card.

When customers are topping-up by bank transfer they will receive local and international transfer details by going to Top-up section and then pressing up option top-up by bank transfer.

Customers must select the correct currency in the app, as the transfer might not arrive if it’s in a different currency to that of the destination account. Also, when using top-up by bank transfer customers must quote their correct reference number so funds could be properly allocated. Customers must note that bank transfer can take up 5 working days in some case.

In a case that there is a problem with a bank transfer customer would be able to contact customer service through in-app chat.

In this case customers must have all details about transaction ready, so agents are able to do all necessary checks within the system.

Also, customers must note that due to compliance reasons, Orby Pay unable to accept top-ups by transfer from certain sources. If the top-up wasn’t successful, the funds should be reverted and returned to the sender’s account within the next 5 working days.

Customers are also be able to top-up their account by using their cards. In order to do that customer must choose top-up by card within Top-up section. Customer must place correct card details including the 16-digit card number, expiry date, CVC code, and billing postcode. If the postcode is incorrect, top-up will fail the security check and it can take up to 14 working days for the money to return to your available balance in your bank account. Customer must enter the amount they would like to top up and if successful, top-up will appear instantly on account. All our customers are advised to use their own cards for account top-ups.
If the customer tried to top-up by card and it was reverted, it might be because they complete the 3D Secure authentication or there may have been connection issue – Please try again. In a case that this continues to happen customers are prompted to contact customer service through chat within the app.

Once customer has topped up his account he is be able to order physical or virtual card through the app.
After order has been placed we aim to deliver the card within 14 days (however this depends on type of delivery customer has choose (standard, express) as well as country card is being delivered to.)
Card will be automatically activated within the system and available for cardholders to use.
In a case of a problem with ordering of a card customer should contact customer support through chat available within the app.
Customers are also able to order a spare card through the app but must note that the spare card should be used exclusively by the account holder. If customer would like a card for someone else, they can simply create their own account if they are over 18 years old.

Before activating a card and in case that customer has not done this previously, customer must verify his identity by providing two government issued IDs. Once customer has successfully passed this process he would be able to start using card immediately.
If the card has been activated customer should contact customer support through chat available within the app.

transaction issues

Most common reasons for failed top-ups that customer has insufficient funds, inputted wrong card details (expiry date, CVC, billing address), or used an expired card. In this case customer should first contact his card issuer directly as they might have declined our authorisation request for various reasons.

Also, customer could have reached his top-up limit (especially in a case of a card top-up).

In a case that nothing from step listed above did not help customer to find an answer to his question he can contact customer support through chat available within the app.

Card payments done by Orby Pay card can in some cases be declined. This is when customer has insufficient funds, inputted wrong card details (PIN, expiry date, or CVC), exceeded the monthly spending limit, or turned on some security settings available within the app.

In this case customer should first check in the Cards section within the app that card is not frozen, expired, or reported lost/stolen and chip and PIN are always used wherever possible.

Once customer has gone through all these steps and find that nothing is wrong he should contact customer support through chat available within the app.

In a case of duplicated card payment was declined but appears as pending in the Orby Pay app, the money will be returned to customers account automatically within 7 days.

If a duplicated card payment appears as completed in the Orby Pay app, customer should contact the merchant for a refund on duplicated payments.

If the merchant has yet to accept customers payment and 7 or more days have passed, the funds may be reverted back to customers account – dependant on the transaction type. Alternatively, a merchant can cancel a payment at the point of sale, due to security issues.

In a case when customer does not recognise card payment he must first bear in mind the following:
• Sometimes the merchant name shown on the statement may not resemble their actual brand name, so customers should double-check this first with a quick Google search
• If a friend or relative happens to have access customers card, customer should double-check with them that they have not made this payment.
• If customer has made a payment with an offline POS terminal (such as a flight or petrol station), it can occasionally take a few days or even a few weeks for these transactions to appear on the statement

If the customer is certain that his card has been compromised he must freeze his card within the app and then contact one of the support agents through chat. Agents will be able to cancel the card for the customer and customer would be prompted to order a new card.

When you are not happy with the goods or services you paid for, or you were charged an incorrect amount, please contact the merchant directly to request a full or partial refund. If your order hasn’t arrived, please check the expected delivery date and track the order if you can, before requesting a refund from the merchant.

If you tried to resolve the issue with the merchant but it was unsuccessful, get in touch with one of our agents on chat, and we will be happy to help! Please have your proof of purchase and evidence of your attempt to contact the merchant ready, before speaking with an agent. Please note, it can take up to 45 days for your dispute to be finalised.

If you have chosen to pay at the local exchange rate via merchants or payment gateways such as PayPal, unfortunately we can’t help you to raise a chargeback.

In a case that customer has successfully requested a refund from a merchant but the funds failed to arrive, customer should contact the merchant directly to get an update on this. Orby Pay statement updates automatically as soon as the funds have reached your account.

Orby Pay is not in a position to issue the refund directly or provide customer with an update from a specific merchant.

Customers are be able to do ATM withdrawals with their prepaid and debit cards. In some cases, ATM transactions can be shown as pending. Pending transactions are payments that have been authorised but are still waiting for the ATM provider’s confirmation or reversal. The ATM provider has 7 days to either claim or cancel the payment.

Sometimes a declined withdrawal might appear as pending. If this is the case, the funds will be automatically returned to customers account within 7 days.
If cash withdrawal was declined but still shows as pending in the within the app, the funds should be returned to customers account automatically within 7 days.

If the cash withdrawal was successful and shown as completed in the app but customer did not receive the amount requested he should immediately contact our customer support team through the chat within the app so we can help resolve the issue. Customer may be asked to complete a chargeback form – in this instance one of our support agents will explain the process in more detail for customer and lead customer through chargeback procedure.

If customers card has been swallowed by the ATM he should deactivate the card right away from within the ‘Cards’ section of the app. Customer will then be able to order a replacement card right away. To understand why the card was swallowed, customer needs to contact the ATM provider directly as Orby Pay has no control over this type of incident.

Also, customers should make themselves familiar with all the fees related to the ATM withdrawals and fees will be shown on Orby Pay website.

Orby Pay customers are able to do various type of transfers through their account – internal transfer, transfers to someone else’s bank account, transfers to own account, etc.

In a case if transfer has been made by the customer but wants to be cancelled customer should contact one of our support agents through the chat within the app in order to cancel a transfer. However, customer must be aware that Orby Pay cannot guarantee its cancellation if the transfer has already been processed.

Customers can also have problems with adding certain beneficiaries. As a regulated financial institution Orby Pay is not allowed to provide payment services to certain countries, banks, and entities. For more information about this customer can always contact our customer service through the chat within the app.

In a case that transfer has failed there could be a number of reasons for this, but some of the most common include incorrect recipient details or exceeded the transfer limits per day or per week as set out in limits schedule. If it turns out that the recipient’s details are incorrect, please contact our support team and we’ll look right into this for you. If this is not the case, it’s likely that the beneficiary bank has rejected the funds and so customer needs to contact that bank directly for more information.

In a case when customer’s transfer is declined customer would first need to double-check that there is a sufficient funds in the currency that he wishes to transfer. Transfers can also be shown as pending in our system while they are processed by one of our payment processors before departing for the beneficiary accounts. Customers should also double-check that they have inputted the correct account details. SEPA transfers can take up to 2 working days while SWIFT transfers usually take up to 5 working days.

If the customer still has trouble making a transfer, he contacts our support team through the chat within the app.

Before activating a card and in case that customer has not done this previously, customer must verify his identity by providing two government issued IDs. Once customer has successfully passed this process he would be able to start using card immediately.
If the card has been activated customer should contact customer support through chat available within the app.

card issues

Orby Pay issues its customer (through its partner Transact Payments Limited) debit and prepaid physical and virtual cards. During the conduct of this business customers can occur certain problems. Below is the list of potential issues and how should these issues be handled.

If the card is not working, customers should first double-check the following:

• That the card has not been accidentally frozen. This can be checked in the ‘Cards’ section of the app.
• There are no security settings that have been blocking transactions.
• All of your card details have been entered correctly (PIN, CVV, or expiry date)

Customer can always advise with one of our customer support agents before ordering replacement card.

If the contactless payment is not working customers should first: • Double-check that the terminal they are paying at supports contactless payments • Check that contactless payments have been enabled within customers security settings within the app • If the physical card has been damaged or has worn out, customer can order a replacement card. A fee might apply in this case. Customer can always advise with one of our customer support agents before ordering replacement card.

In a case that customer entered the wrong PIN of their Orby Pay card three times in a row, Orby Pay will temporarily block customer’s card as a security measure.
In order to get 3 more attempts customer should visit the app and unblock the card.
In the event that customer forgot the PIN of his Orby Pay card, he can easily view it in the ‘Cards’ section of the app.

Customers can change their PIN at any ATM that supports PIN services and Mastercard®. Customers must be aware that there are certain countries where ATMs do not support PIN change. For more information on this, customers can contact one of our support agents.

If the customer believes his card has been lost or stolen he should immediately take following steps:

Freeze the card immediately from within the app and then select ‘Report lost or stolen’ within the app. In this way customer will protect his money and would be able to order a replacement card right away.

Customer can also block card by calling +44 20 3290 4224.

Anyone who finds lost/stolen card can contact number +44 20 3290 4224 and one of our agents would lead through the process of card destruction.

If the customer believes that his card has been used without his permission, customer should freeze the card immediately from the ‘Cards’ section of the app to protect his money.

If customer thinks he might be a victim of fraud, he should contact the support team through the chat within the app and one of our agents will handle this matter.

What customer will be requested is a copy of a police report including customer reference number, customer name, and the description of the event.

If the customer has already left the country where the card was lost or stolen, we advise customer to report the event to their local authority.

If the customer has not received his card, we would advise the following:

• Double-check the expected delivery date of card. Standard delivery can take up to 14 working days while express delivery can take up to 5 working days.
• Double-checking that someone in customer’s household or neighbour has not received the card on customers behalf.

If the customer has been waiting longer than the expected delivery date and is convinced that the card has been lost customer should report the card as lost or stolen in the app and order a replacement card.

Customer can also advise on this with one of support agents through the chat within the app.

other issues

Customer can increase his annual top-up limit. This can be based on his estimated annual income and/or generated wealth. In this scenario customer can be asked for his payslips, documents showing sale of property, taking a loan or inheritance will.

In order for a customer to increase his annual limits customer should contact our customer support through the chat within the app.

One of our agents would then lead the customer through the process by explaining what kind of documents are needed and which why can they be provided to Orby Pay’s compliance team which will then assess customers request based on the provided documents.

Once the customer has been verified he would be able to edit his home address, email address, and phone number. However, he will not be able to edit his name or any other personal details like date of birth.

If the customer wants to change these details for any reason (e.g. changing surname after being married) customer should contact the support team, through the chat within the app, which would be able to process this request.

If the customer has forgotten his passcode to access the Orby Pay app, he should tap on ‘Forgot?’ in the login page of the app and follow the simple instructions to reset your passcode – which will include verification of customer’s mobile phone number.

If the customer has forgot password of his account for online banking he can simply press Forgot password part at the login page and would then be followed through a simple procedure which will include verification of customer’s e-mail address.

In a case of a change of a smartphone customer will again be able to access his account by installing Orby Pay app on his new device and then entering phone number which would enable sending of verification code through SMS.

Once customer is able to verify his mobile phone number he would again be able to access his Orby Pay app.

When the customer is not able to access our customer support through chat within the app or within online banking customers can always contact our Customer Service through e-mail: support@orbypay.com.

We don’t advise closing of Orby Pay account as it can take a bit of time to set up a new account with the same mobile number.

However, if the customer would like to close his account he will first need to withdraw all of the funds in all currency accounts.

Then he would need to talk to a live agent available through the chat within the app, who will ask customer some security questions before we can delete customer’s account.