Support Library
Didn’t find what you were looking for? We’re available Monday to Friday, 8 am to 6 pm. Contact us by email to help@polarisexc.com or phone +44(0)xxxxx. For help with lost or stolen cards outside these hours, please call +44(0)xxxxx
How do I activate my Polaris card?
Once you have ordered and received your card, all you must do is return to the site and activate it by following the connection link. This activation also allows you to access your account.
How do I load funds into my Polaris Account?
You can load funds to your account by bank transfers (SEPA, Faster Payments and SWIFT) or utilize the convenience of VISA, Mastercard, Apple Pay, and Google Pay.
What documents are required for identity verification?
For full verification of your profile, you will be asked to upload a valid identity document and a recent proof of address (less than 3 months old).
For the proof of identity, we accept the following documents:
• European national identity card.
• Biometric passport (all nationalities).
• Residence permit in France, Sweden, Denmark, Norway, or Finland
For the proof of address:
• Invoice.
• Rent receipt.
• Tax certificate.
• Work permit.
The expired documents, residence permit application receipts and attestations from asylum seekers are not accepted.
What are the advantages of the Polaris card?
The Polaris card offers several advantages: – Accepted worldwide (some restrictions may apply).
– Accessible regardless of income.
– No authorised overdraft.
– Payments contactless (NFC) and 3D Secure for greater security.
What is a virtual card?
A virtual card is a dematerialised version of your bank card. It functions like a physical card with a card number, a validity date and a CVV code, but it only exists in digital form.
Can I withdraw cash with my Polaris card?
Yes, you can withdraw cash from all ATMs in Europe and abroad.
Why was my withdrawal refused?
If your withdrawal is refused, please check the following points:
– Is your balance sufficient? As the card is prepaid, it must be topped up before use.
– Is the card locked? If so, unlock it by text message.
– Is the PIN code correct? If necessary, request a new PIN code.
How long does it take to receive a transfer on my card?
The delay in receiving a transfer varies between 2 and 4 working days, depending on the bank.
I have not received my Polaris card, what should I do?
Delivery times are:
– embossed card: 14 working days.
– express: 48 working hours.
If you have not received your card within the time limit, please contact us, providing your surname, first name, telephone number, reference and delivery address.
How do I obtain my RIB/IBAN?
To obtain your RIB/IBAN, your profile must be fully verified. Once this verification is complete, access your ‘My account’ area to retrieve your IBAN/RIBAN.
Why does the verification of my identity fail?
Identity verification often fails because of the quality of the photos provided. Here are some tips for success:
– Take your photos in a well-lit place, on a flat surface, with no reflections.
– Make sure that the identity document is completely visible and that it is properly accepted (passport, European identity card, residence permit).
– Check that your face is clear and the camera is at eye level, and that you are the only person taking the selfie.
– Don’t forget to also provide a valid and recent proof of address (less than 3 months old), such as a bill, rent receipt or tax certificate. This proof of address is essential to complete the verification of your identity.
If, despite several attempts, the verification fails, our teams will take over and contact you for further information or to validate your identity manually.