Question 1

What is a CityPay virtual card?

Accepted Answer

It is a virtual Mastercard issued to you in the app. You can use the 16-digit number, expiry date and CVV to pay on online stores like Amazon, AliExpress, eBay, PayPal, Uber and any site that accepts Mastercard.

Question 2

Do I need a bank account to get a card?

Accepted Answer

No. You only need your mobile money wallet (MTN, Telecel or AT) and a valid phone number to sign up, pay and load your card.

Question 3

How do I request a new card?

Accepted Answer

Sign in, open your dashboard and tap Create new card. You pay the card issuance fee (plus any initial load amount and loading charge) through the secure checkout. Once payment is confirmed, your request goes to our team for issuing.

Question 4

How long does it take to receive my card?

Accepted Answer

Requests are processed during support hours, usually within a few hours. You receive an SMS as soon as your card is issued and it appears instantly on your dashboard.

Question 5

Is the initial load amount compulsory?

Accepted Answer

No. The initial load is optional. You can request a card with the issuance fee only and load it later at any time.

Question 6

What fees do I pay?

Accepted Answer

There is a card issuance fee for every new card and a loading charge whenever you top up. The current amounts are always shown on the checkout screen before you pay, so you know the exact total in advance.

Question 7

How do I load (top up) my card?

Accepted Answer

Open the card on your dashboard, tap Load card, enter the amount and pay with mobile money. After the payment is confirmed, the request is sent to our team and your balance is updated.

Question 8

How do I check my card balance?

Accepted Answer

Use the Check balance action on your card. For fair usage, each card is limited to two balance checks per day; the dashboard shows how many checks you have left and the time the limit resets.

Question 9

How long is my card valid?

Accepted Answer

Cards are issued with a three-month validity by default. The exact expiry date is shown in the card details drawer, and when it is close to expiring you simply request a new card (normal charges apply) and use Transfer funds to move any remaining balance onto it. The old card is canceled as soon as the transfer is requested.

Question 10

Where do I see my card number and CVV?

Accepted Answer

Open the card details drawer and tap to reveal. For your security, the full card number and CVV are shown for only 10 seconds and then hidden again. You can copy the number with one tap.

Question 11

Whose name appears on the card?

Accepted Answer

The cardholder name is always the name on your CityPay account, so it matches the details you use when shopping online.

Question 12

Which currency is used?

Accepted Answer

All payments and charges in the app are in Ghana Cedis (GH₵). When you pay a foreign store, the merchant's currency is converted at the network rate at the time of the transaction.

Question 13

Can I have more than one card?

Accepted Answer

Yes. You can request additional cards from your dashboard; each one has its own Card ID, number and balance.

Question 14

My payment was deducted but I don't see the request. What do I do?

Accepted Answer

Wait a moment and refresh the dashboard — verification can take a few seconds. If it still doesn't appear, contact us on WhatsApp with your mobile money reference and we will resolve it.

Question 15

Why was my sign-up rejected?

Accepted Answer

To prevent duplicate accounts, each phone number and name can be registered once. If you already have an account, sign in instead or contact support to recover access.

Question 16

Do I get notifications?

Accepted Answer

Yes. We send SMS alerts for sign-up confirmation, card issuance, loading, balance checks and other important activity on your account.

Question 17

Is my information safe?

Accepted Answer

Your account is protected by secure authentication, card details are revealed only briefly on request, and payments are processed through a certified payment gateway. We never ask for your mobile money PIN.

Question 18

How do I reach support quickly?

Accepted Answer

WhatsApp is the fastest channel during support hours. You can also call, email, or sign in and use the in-app chat to talk to an admin directly while you are online.

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