Expired card management fee Q&A

Why have you now decided to introduce these fees?

Since we launched in 2015, our user base has grown to over half a million. However, we’ve got a number of accounts where a user’s card has expired and they’ve been inactive for years.

There are lots of different costs to us in keeping these accounts open and unless we’re able to manage those costs we’ll be unable to keep our fees low and make the improvements the product needs. 

Will this impact lots of WeSwappers?

We anticipate that this will impact only a handful of WeSwappers, the large majority of which have under £5 in their accounts and have had their  WeSwap card expired for over the 12 months.. 

How long will my card need to have been expired for?

12 months or more. We’ll begin charging the fees on month 13 from the card expire date. These fees will come into effect from 30/06/2020 and any time your card has been expired before this date will be included in the 12 months.

Will you let me know if my card has expired?

We certainly will. Whenever your card is 2 months away from expiring, a banner will appear on your web dashboard letting you know you can renew your card free of charge. When you’re 3 weeks away from the expiration date, you’ll also be emailed. 

If my card is expired, how do I renew it?

Log into the web dashboard via the WeSwap website and click the ‘renew my card’ banner. 

You can read more about how to renew your card here.

How much is the fee? 

Only £2 (or the equivalent across the other wallets) a month until, you renew the card, the account balance reaches zero r your account is closed. The fee will appear as “fee” in your activity log in the app or web dashboard. 

 

Will I be charged if there’s no money in their account?

Nope.

I’ve never loaded my account, but I have funds in there from a promotion, will I be charged? 

This will depend on the T&Cs of the promotion. Please refer to the specific T&Cs to find out. 

What if I don’t have any funds in my account and I don’t want to renew my card?

If your card has expired for a period of time, there are no funds in your account and you’ve not actively tried to renew your card, we’ll contact you to let you know we’re going to be closing your account. 




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