paylado- FAQ’s
FAQ’s – General
Our standard authentication method for logging into your paylado account is the biometric fingerprint. Alternative option is always the manual input of the self-selected PIN.
Whenever you have difficulties or questions, our competent customer service is available to you by phone at +49 5741 273- 1212 and via e-mail at [email protected].
paylado is a product of EPG Financial Services Limited. EPG Financial Services Limited is authorised by the Malta Financial Services Authority as a Financial Institution licensed to undertake payment services under the 2nd Schedule to the Financial Institutions Act (Payment Institutions) and to issue electronic money under the 3rd Schedule to the Financial Institutions Act (Electronic Money Institutions) (Chapter 376 of the Laws of Malta).
Please refer to the complaints handling policy for further information.
We take data security serious. Your data are safely stored on our servers. Have a look on our data protection policy if you want to know more.
paylado is the first cash to e-money wallet. You can deposit cash at one of our partners stores directly into your paylado online wallet.
FAQ’s – Deposit
You can easily withdraw your excess deposit amount, if your paylado account is verified.
You can top up your account while visiting one of our partner shops using the local devices. If you have any questions about the deposit process, you can always ask a shop employee for help. You can also make a bank transfer to your paylado account. Please only deposit with bank accounts in your name. Bank deposits take up to 5 working days.
Please close the app and open it again. Kindly note that you need to have a stable internet connection in order to use paylado.
You can always top up your paylado account immediately with cash via specific devices such as paylado online terminals or Merkur eSolutions terminals. You can also make a bank transfer to your paylado account. Please only deposit with bank accounts in your name. Bank deposits can take up to 5 working days.
We make sure that all transactions are secured by state of the art technology.
Please check if your account is verified. If your account is verified and you receive an error message, please call our customer support at +49 5741 273-1212 or send an email to [email protected]. If your account is not verified, please verify your account and try again.
All our cash deposits and online transfers are processed in real time. If you encounter any error messages, please feel free to call our customer support on +49 5741 273-1212 or email [email protected].
FAQ’s – Withdrawal
Cash withdrawals and online transactions are processed immediately, bank transfers take up to 5 banking days. Please note, however, that payouts from your betting provider to your paylado account can take up to 48 hours, depending on the provider.
In principle, an immediate payout is possible via specific devices such as paylado Online Terminals, Merkur eSolutions Terminals or even POS system.
Please note that transaction limits apply if your account is not verified. If your account is verified and you are still having problems, please call our customer support on +49 5741 273- 1212 or email [email protected].
Cash withdrawals are processed immediately and are dispensed via the chosen machine. Online fund transfers are processed immediately and appear on the website you deposited.
FAQ’s – Verification
An electricity bill, fixed line telephone bill, bank statement or an official letter from a government authority can be utilized as evidence of your residential address. Kindly ensure that the document is no more than 3 months old. If you have been asked to provide proof of address, please send the document via email to [email protected].
Our provider Sonio performs the autoident verification. Your data will of course be processed absolutely securely.
Our automated ID verification process must adhere to the applicable AML/CFT requirements. Therefore, submitting photographs of your identification documents would not be sufficient.
Open the smartphone application. Navigate to More, click on verify account and follow the steps.
Your verification takes usually up to 5 minutes once you completed the process. Kindly note that we might request additional documents anytime.
We take data security seriously. Your documents are safely stored on our servers. Have a look at our data protection policy if you want to know more.
In accordance with EPG’s AML/CFT requirements, you are required to verify your account to benefit from higher transaction limits and enjoy all paylado functionalities.
For initial verification purposes, a valid and unexpired passport, residence card, or an identity card is acceptable. Additional documents may be required at a later stage.
FAQ’s – Account
To reset your PIN you need to log out from your mobile application. Then you select “sign up” and enter the details of your existing paylado account. Please click on “Forgot PIN” before login view and follow the instructions displayed. If you encounter any difficulties, please feel free to call our customer support at +49 5741 273-1212, or send an email to [email protected].
Please make sure that your phone number is correct and that you have an internet connection. If you still have problems, please contact our competent customer service by phone at +49 5741 273-1212 or via email at [email protected].
In every email you have a button to unsubscribe from our newsletter. Furthermore you can deactivate this in your app via account settings.
Please send us your account cancellation via email to [email protected].
You can change your personal details such as your email address or your phone number yourself in your paylado profile.
You can simply download the iOS/Android application to your smartphone and then create a paylado account.
FAQ’s – Legal
Your data is safely stored on our servers. If you have further questions, kindly have a look at our data protection policy or contact us via [email protected].
Please contact [email protected]
Please call our competent CS team via our hotline +49 5741 273-1212 or send us an email to [email protected].
Please send an email to [email protected]
Have a look on our data protection policy if you want to know more.
Please refer to the paylado Privacy Policy for information on why we use your information.
Please refer to the paylado Privacy Policy and Cookie Notice for use of cookies and data privacy information.
We make sure that all data is secured by state of the art technology.
Please refer to the paylado Privacy Policy for security and data privacy information.
