IT SAYS “INVALID CARD” WHEN I TRY TO ACTIVATE MY CARD OR GET MY PIN

If you’ve tried to activate your card over the phone, sometimes this won’t work if:  

  • The numbers of the card are typed in too fast. Try typing the numbers slowly, especially the repeated ones and hold each digit down for at least 1 second. 
  • Turn off the speaker phone. It can interfere with how the automated service captures the numbers. 
  • If possible, try another handset (we know sometimes Skype phones can cause an issue with the automated service).

    Still can’t activate your card? Send us the following information by using the submit a request box below for us to take a look. We’ll need to know: 
  • Date and time of the call 
  • Type of phone and model used 
  • The telephone number from which you made the call 
  • The telecom carrier of the telephone number you used 
  • The first 4 number and the last 4 numbers of the card (e.g. 5555XXXXXXX5555) 

 You can also activate your card or get your pin using the app or online. 

The WeSwap app 

  • When you log into your account you'll see a banner along the top saying "ACTIVATE YOUR NEW CARD”. Tap that banner.   
  • If you haven’t verified your phone number, a prompt will come up and you’ll need to confirm your telephone number.  
  • Once you’ve confirmed your number or if you already have, just follow the prompts and enter the last 4 digits of your WeSwap card.  
  • Click "Activate".  
  • We'll send you a text with your PIN.  

Online Activation 

  • When you log into your account you'll see a banner along the top saying "Have you received your WeSwap card?". To the right is a "Get Started" button. Click on this button.  
  • A prompt will come up asking you to confirm your telephone number and the last 4 digits of your WeSwap card.  
  • Follow the prompts and click "Activate".  
  • We'll send you a text with your PIN.  

Submit a Request

If you can't find the answer you are looking for please submit a request to our customer support team.

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