Card replacement and troubleshooting

What happens to my Xapo card details stored with a merchant after my card is replaced?

If you stored your Xapo Card details with a merchant for card-not-present payments (subscription services, for example), they can query Xapo Bank for any updates to your details (card number, expiry date, etc.).

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Can I resolve a problem with my card by phone?

We recommend that you contact us via the Xapo Bank app. However, if you do not have access to the app, you can and need to reach us for urgent support, by calling our IVR number at +350 200 77714.

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What happens when my Xapo Bank card expires?

Your Xapo Bank Card is good for four years from the issue date. We will check in with you just before it expires to confirm whether you want to receive a new one.

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What happens when my Xapo account has a negative balance?

Your balance should not fall below $0, in accordance with our Terms and Conditions. Xapo only authorises card transactions when your Xapo Card is active and your account has a sufficient balance.

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What should I do if I do not recognize a card transaction?

If you do not recognize a transaction, get in touch immediately. Any payment made with your Xapo Bank card can be disputed by contacting us. The sooner you reach out, the better

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My card has not arrived, what should I do?

All Xapo Bank cards are sent via international tracked mail. You can keep an eye on the delivery status in the Xapo app by navigating to the Card section and tapping Track card.

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I have issues making subscription payments with my Xapo card. What should I do?

Some merchants implement measures that check whether the country that you are registered in matches the country where your bank is located (e.g. Spotify).

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