FREQUENTLY ASKED QUESTIONS

Mi locator code doesn't work me:

When a locator code does not work, the error reference is noted on the screen. Most commonly, you have entered a character in the code incorrectly. However, if the problem persists, you can contact us at the info@e-virtuo.com account  so that we can review the case in detail.

 

Balance and movement consultation:

You can check your card balance here. In order to check your balance, you need to include your card number or inquiry code (MP), along with your registered phone number. 

 

Can I make purchases greater than the card?

The purchases you can make with our card will be limited to the balance you have available on it and at the time of the transaction. In this way, with our card you can never make purchases for an amount greater than the amount contained in the card at the time of payment.

 

What is an acommerce?

Ecommerce or electronic commerce is the process by which a purchase of products or services is made online. With your VIRTUO Card you can make purchases in all e-commerce without any problem, quickly and easily.

 

Can I make purchases with several payment methods in physical stores or in e-commerce?

Being able to make purchases with various means of payment depends entirely on the business, whether physical or electronic, and the facilities it makes to make the payment. There is no general rule for this type of payment, although it is normal for physical stores to make it easier than e-commerce in this regard.

 

How to shop in physical stores:

To make purchases in physical stores, the first thing you have to do is register your card in one of these two applications: Google Pay or Apple Pay. Here is a small manual for registering the card. To register your card, it will be essential that you have some method of blocking on your card (fingerprint, registration pattern, PIN...).

In order to make purchases, your terminal will also have to have NFC technology, which is what will make your terminal a Contactless card. To make the payment, the POS of the physical store will also have to have a Concontactless payment option. Once we have confirmed all of the above, it will be as simple as accessing the application in which you have registered the card, selecting it and bringing it close to the payment terminal to make it.

 

How to make purchases in ecommerce:

To make purchases in ecommerce, it will be as simple as including the numbering, expiration and CVV in the payment gateway of the website you are using. Depending on the website where you make the purchase and the total amount of the operation, it is possible that an SMS as a two-factor authentication will arrive at the phone number that you have included in the registration to be able to complete the purchase.

 

I have registered a phone number on the form that is not mine:

It is important that you associate a mobile phone accessible to you at the time of registration, since to carry out operations you will receive the verification SMS to that registered phone. In case you have entered the wrong phone number, please contact us on the info@e-virtuo.com  account by writing down the following information: locator, MP code of the card, email address, telephone number initially entered and correct telephone number to which we have to associate the card. With this information, we will start the procedures to make the change with the card issuer.

This procedure will be carried out within a maximum period of 10 working days.

 

I have registered a landline in the form:

It is important that you associate a mobile phone accessible to you at the time of registration, since to carry out operations you will receive the verification SMS to that registered phone. Landlines do not have the capacity to receive SMSs, so we need the registered number to be from a mobile phone. In case you have entered a landline, please contact us on the info@e-virtuo.com account  by writing down the following information: locator, MP code of the card, email address, telephone number initially entered, correct telephone number to which we have to associate the card. With this information, we will start the procedures to make the change with the card issuer.

This procedure will be carried out within a maximum period of 10 working days.

 

 

A transaction appears on my card without having made any purchase:

When you register your card with Google Pay or Apple Pay or when you try to make purchases at an ecommerce, they may verify your card using a withheld movement fee. This charge, whose sole purpose is to verify that it is a valid card and that it has a balance, is usually returned later.

This charge is totally unrelated to the operation of your VIRTUO Card and depends entirely on the merchant that is charging you.

 

When I try to download my VIRTUO card on my mobile or PC, nothing is downloaded:

In this case, the most common thing is that you are restricted from downloading documents, or that your device is not configured so that the document opens and previews once downloaded. We recommend that you go to your "Downloads" folder, since in most cases you will find your card there.