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How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
WHEN DO WE REQUEST DUE DILIGENCE?
For reloadable myNeosurf Accounts we will ask you to complete identification verification. For more details, please refer to our Terms and Conditions.
Useful links:
How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
When do we request due diligence?
If you wish to spend £40 – £150 of vouchers then we will request you complete a simplified due diligence process. If you wish to spend £150 plus then we will request you to complete our standard due diligence process.
Useful links:
How does Neosurf ensure fair pricing for its vouchers?
Neosurf is committed to treating our customers fairly by maintaining a fair pricing policy for Neosurf vouchers. We strive to keep our fees as low as possible and even offer zero fees whenever we can. Our pricing policy is reviewed regularly, and we work hard to prevent resellers from charging unfair prices. If you feel that the pricing is unfair, we welcome your feedback via the “Contact Us” form: https://www.neosurf.com/faq/contact/
We are committed to:
- Providing clear information about our products and services
We will make sure that the information we provide about Neosurf products is clear, concise, and easy to understand. This includes information about the fees that apply, the terms and conditions of use, and how to use the vouchers. - Treating customers fairly
We will treat all our customers with respect and fairness. This means that we will not discriminate against any customer and that we will always act in their best interests. - Providing customer support
We will provide our customers with the support they need to use our products. This includes providing customer service by email.
How is my electronic money protected?
Your security is our top priority. Here’s how we protect your electronic money (e-money):
We partner with Moorwand Ltd, an authorised Electronic Money Institution (EMI), regulated by the Financial Conduct Authority (FCA). Moorwand is authorised to provide payment services and issue e-money for Safe-Voucher Ltd. Regulated Address: Moorwand Ltd | Fora, 3 Lloyds Avenue, London, EC3N 3DS.
- Handling your Funds: The e-money balance on your Neosurf Voucher and myNeosurf Account is held by Moorwand at a bank. Unlike a bank, Moorwand does not use your money for its own purposes or lend it to others. While your e-money is not covered by the Financial Services Compensation Scheme (FSCS) like banks, the measures outlined here ensure your money is protected as a regulatory requirement.
- Segregated Accounts: Your funds are kept in segregated accounts, separate from Moorwand’s own funds. This ensures that in the unlikely event Moorwand goes out of business, your money is protected.
- Safeguarding: Safeguarding is a regulatory requirement for all EMIs to protect customers from losing their funds. Moorwand reconciles funds at least daily.
- Insolvency Protection: Should Moorwand become insolvent, customers safeguarded funds would be returned to them by an authorised insolvency practitioner, minus the insolvency costs. However, this process may take longer than if the account was with a bank due to the insolvency process.
For more information about using non-bank payment service providers and the protections they offer, visit the FCA’s website.
You can also contact our customer support team here.
Useful links:
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
Useful links:
How can I withdraw my money?
Useful links:
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
Useful links:
How can I withdraw my money?
Useful links:
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
Useful links:
How can I withdraw my money?
Useful links:
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
Useful links:
HOW CAN I GET A REFUND OR WITHDRAW MY MONEY?
To request a refund or to withdraw funds from a payout from an online betting site, you must initiate the request in your account, and complete the required Identification Verification process. You can only request funds to a bank account that is registered in your name, within your country of residence, and verified during the account registration.
Useful links:
Log-in into your myNeosurf Account
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
Useful links:
How can I withdraw my money?
Useful links:
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
HOW IS MY ELECTRONIC MONEY PROTECTED?
Your security is our top priority. Here’s how we protect your electronic money (e-money):
We partner with Moorwand Ltd, an authorised Electronic Money Institution (EMI), regulated by the Financial Conduct Authority (FCA). Moorwand is authorised to provide payment services and issue e-money for Safe-Voucher Ltd. Regulated Address: Moorwand Ltd | Fora, 3 Lloyds Avenue, London, EC3N 3DS.
- Handling your Funds: The e-money balance on your Neosurf Voucher and myNeosurf Account is held by Moorwand at a bank. Unlike a bank, Moorwand does not use your money for its own purposes or lend it to others. While your e-money is not covered by the Financial Services Compensation Scheme (FSCS) like banks, the measures outlined here ensure your money is protected as a regulatory requirement.
- Segregated Accounts: Your funds are kept in segregated accounts, separate from Moorwand’s own funds. This ensures that in the unlikely event Moorwand goes out of business, your money is protected.
- Safeguarding: Safeguarding is a regulatory requirement for all EMIs to protect customers from losing their funds. Moorwand reconciles funds at least daily.
- Insolvency Protection: Should Moorwand become insolvent, customers safeguarded funds would be returned to them by an authorised insolvency practitioner, minus the insolvency costs. However, this process may take longer than if the account was with a bank due to the insolvency process.
For more information about using non-bank payment service providers and the protections they offer, visit the FCA’s website.
You can also contact our customer support team here.
Useful links:
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
Useful links:
Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
Useful links:
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
Useful links:
Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
Useful links:
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
Useful links:
Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
Useful links:
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
Useful links:
Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
Useful links:
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
Useful links:
Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
Useful links:
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
I cannot spend my Neosurf Voucher at a website
First make sure that the website’s payment page accepts Neosurf Vouchers, as some sites still don’t! If they are a Neosurf merchant, and the payment is still not working, check that your voucher has not expired. Check that the 10-character Neosurf pin code is entered correctly. If you are a regular customer, make sure that you have enough value on the voucher. You can check the balance and other details on our Check Voucher page.
If you are still having problems please contact-us and we will do our best to help.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
What can I do if I did not spend the full amount on my voucher?
One of the features of Neosurf is that you can spend the value of a voucher or transfer any remaining balance to another voucher. To give you control over your spendings we have provided useful online tools here to check the status and balance of any Neosurf Voucher at any time.
Useful links:
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
I cannot spend my Neosurf Voucher at a website
First make sure that the website’s payment page accepts Neosurf Vouchers, as some sites still don’t! If they are a Neosurf merchant, and the payment is still not working, check that your voucher has not expired. Check that the 10-character Neosurf pin code is entered correctly. If you are a regular customer, make sure that you have enough value on the voucher. You can check the balance and other details on our Check Voucher page.
If you are still having problems please contact-us and we will do our best to help.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
What can I do if I did not spend the full amount on my voucher?
One of the features of Neosurf is that you can spend the value of a voucher or transfer any remaining balance to another voucher. To give you control over your spendings we have provided useful online tools here to check the status and balance of any Neosurf Voucher at any time.
Useful links:
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
I cannot spend my Neosurf Voucher at a website
First make sure that the website’s payment page accepts Neosurf Vouchers, as some sites still don’t! If they are a Neosurf merchant, and the payment is still not working, check that your voucher has not expired. Check that the 10-character Neosurf pin code is entered correctly. If you are a regular customer, make sure that you have enough value on the voucher. You can check the balance and other details on our Check Voucher page.
If you are still having problems please contact-us and we will do our best to help.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
What can I do if I did not spend the full amount on my voucher?
One of the features of Neosurf is that you can spend the value of a voucher or transfer any remaining balance to another voucher. To give you control over your spendings we have provided useful online tools here to check the status and balance of any Neosurf Voucher at any time.
Useful links:
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
WHY CAN’T I SPEND MY NEOSURF VOUCHER AT A SPECIFIC WEBSITE?
First, ensure that the website’s payment page accepts Neosurf Vouchers, as not all sites do. If they do and you’re still having issues, check if your voucher has the value you expect or if the 10-character Neosurf PIN code was entered correctly. For regular customers, make sure there’s enough value left on the voucher. You can check your balance and other details on our Check Neosurf Voucher page.
Please note that certain transactions may require a validated Identification Verification. For more details, see our Terms and Conditions.
If you’re still having trouble, contact us and we’ll be happy to assist.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
WHAT CAN I DO IF I DID NOT SPEND THE FULL AMOUNT ON MY VOUCHER?
Neosurf allows you to spend any portion of your voucher or transfer the remaining balance to your myNeosurf account. However, you cannot transfer the value from one voucher to another. To help you manage your spending, we offer online tools to check the status and balance of any Neosurf Voucher at any time.
Useful links:
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
I cannot spend my Neosurf Voucher at a website
First make sure that the website’s payment page accepts Neosurf Vouchers, as some sites still don’t! If they are a Neosurf merchant, and the payment is still not working, check that your voucher has not expired. Check that the 10-character Neosurf pin code is entered correctly. If you are a regular customer, make sure that you have enough value on the voucher. You can check the balance and other details on our Check Voucher page.
If you are still having problems please contact-us and we will do our best to help.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
What can I do if I did not spend the full amount on my voucher?
One of the features of Neosurf is that you can spend the value of a voucher or transfer any remaining balance to another voucher. To give you control over your spendings we have provided useful online tools here to check the status and balance of any Neosurf Voucher at any time.
Useful links:
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our contact page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too.
Useful links:
How do I keep my Neosurf safe?
The best way to protect your Neosurf is to treat your voucher like cash! Transactions cannot be reversed so:
- Treat your Neosurf Voucher’s pin code just like cash.
- Only use Neosurf at genuine websites.
- Never use Neosurf to pay for items on sites such as eBay, Leboncoin or Gumtree.
- Never email your Neosurf Voucher’s pin code or give it to anyone over the telephone.
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our contact page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too.
Useful links:
How do I keep my Neosurf safe?
The best way to protect your Neosurf is to treat your voucher like cash! Transactions cannot be reversed so:
- Treat your Neosurf Voucher’s pin code just like cash.
- Only use Neosurf at genuine websites.
- Never use Neosurf to pay for items on sites such as eBay, Leboncoin or Gumtree.
- Never email your Neosurf Voucher’s pin code or give it to anyone over the telephone.
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our contact page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too.
Useful links:
How do I keep my Neosurf safe?
The best way to protect your Neosurf is to treat your voucher like cash! Transactions cannot be reversed so:
- Treat your Neosurf Voucher’s pin code just like cash.
- Only use Neosurf at genuine websites.
- Never use Neosurf to pay for items on sites such as eBay, Leboncoin or Gumtree.
- Never email your Neosurf Voucher’s pin code or give it to anyone over the telephone.
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our contact page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too.
Useful links:
How do I keep my Neosurf safe?
The best way to protect your Neosurf is to treat your voucher like cash! Transactions cannot be reversed so:
- Treat your Neosurf Voucher’s pin code just like cash.
- Only use Neosurf at genuine websites.
- Never use Neosurf to pay for items on sites such as eBay, Leboncoin or Gumtree.
- Never email your Neosurf Voucher’s pin code or give it to anyone over the telephone.
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
WHAT IS FRAUD AND WHICH OTHER SECURITY THREATS SHOULD I BE AWARE OF?
Fraud
Fraud is an act of deceit by individuals or groups intending to gain an illegal advantage or infringe on someone else’s rights. Criminals may exploit social, political, and economic events to target victims and abuse online services.
For more information on fraud, visit the National Crime Agency.
Phishing
Phishing is an unlawful attempt to obtain sensitive information, such as account numbers or passwords.
Learn more about phishing at the National Cyber Security Centre.
Trojan Horse
A Trojan Horse is a seemingly useful computer program that hides a malicious function. It can bypass security mechanisms by exploiting legitimate authorisations.
Refer to the National Institute of Standards and Technology for more details.
WHERE SHOULD I BUY AND SPEND MY NEOSURF VOUCHER?
Purchase from Official Outlets
Always buy your Neosurf voucher from official sales outlets, including supermarkets, petrol stations, and kiosks. For convenience, you can also purchase Neosurf vouchers online from our approved providers.
Avoid Unauthorised Platforms
Do not purchase, trade, or acquire Neosurf vouchers from unauthorised platforms, such as auction sites or peer-to-peer exchanges. These sources often involve scams, and Neosurf cannot guarantee the validity of voucher codes obtained this way.
If you have any doubts about a website’s reliability, please contact Neosurf customer service via our contact page.
Safe Online Payments
Only use Neosurf vouchers on trusted websites. Never share your voucher codes via email or phone, and do not use them to pay for items on sites like eBay, Leboncoin, or Gumtree.
To ensure secure online payments, follow these tips:
- Redeem codes only at authorised online stores.
- Keep voucher codes private.
- Report any suspicious activity in your MyNeosurf account immediately.
- Avoid using Neosurf vouchers to pay for fines or fees.
If you need assistance, contact Neosurf customer service here.
HOW IS MY ELECTRONIC MONEY PROTECTED?
Your security is our top priority. Here’s how we protect your electronic money (e-money):
We partner with Moorwand Ltd, an authorised Electronic Money Institution (EMI), regulated by the Financial Conduct Authority (FCA). Moorwand is authorised to provide payment services and issue e-money for Safe-Voucher Ltd. Regulated Address: Moorwand Ltd | Fora, 3 Lloyds Avenue, London, EC3N 3DS.
- Handling your Funds: The e-money balance on your Neosurf Voucher and myNeosurf Account is held by Moorwand at a bank. Unlike a bank, Moorwand does not use your money for its own purposes or lend it to others. While your e-money is not covered by the Financial Services Compensation Scheme (FSCS) like banks, the measures outlined here ensure your money is protected as a regulatory requirement.
- Segregated Accounts: Your funds are kept in segregated accounts, separate from Moorwand’s own funds. This ensures that in the unlikely event Moorwand goes out of business, your money is protected.
- Safeguarding: Safeguarding is a regulatory requirement for all EMIs to protect customers from losing their funds. Moorwand reconciles funds at least daily.
- Insolvency Protection: Should Moorwand become insolvent, customers safeguarded funds would be returned to them by an authorised insolvency practitioner, minus the insolvency costs. However, this process may take longer than if the account was with a bank due to the insolvency process.
For more information about using non-bank payment service providers and the protections they offer, visit the FCA’s website.
You can also contact our customer support team here.
HOW CAN I STAY SAFE AND PREVENT FRAUD?
To keep your Neosurf vouchers and accounts secure, follow these guidelines:
- Treat Vouchers Like Cash: Keep your Neosurf voucher pin number secure and never share it via email or phone. Neosurf will never ask you for your long Neosurf voucher pin number.
- Only purchase a Neosurf voucher from our thousands of trusted local and convenient points of sale or online partners. Never purchase a Neosurf voucher from Facebook, apartments, cars, or cold callers.
- Do not allow anyone to set up your Digital Wallet Account. Neither should you share the details of your Digital Wallet Account with anyone. Keep it as secure as a Bank Account.
- Never share your password. Neosurf will never ask for your password.
- Use Genuine Websites: Only use Neosurf vouchers on trusted websites.
- Avoid Public Wi-Fi: Do not access sensitive information on public networks.
- Update Credentials Regularly: Change your passwords regularly and use different credentials for each account.
- Secure Your Devices: Ensure your devices have updated security software and avoid storing personal or financial information on them.
WHAT SHOULD I DO IF I NOTICE SUSPICIOUS ACTIVITY?
If you suspect unauthorised transactions or activity on your myNeosurf account, take the following steps:
- Block Your Voucher: Refer to the ‘How to Block Your myNeosurf Account If Needed’ section.
- Contact Authorities: Report the issue to local police.
- Check Voucher Credit: Use the ‘Check Voucher Credit’ tool.
- Request a Refund: Follow the instructions on the ‘Neosurf Voucher’ section in support.
For immediate assistance, contact Neosurf customer service here.
ARE THERE ANY NEOSURF SCAMS I SHOULD WATCH OUT FOR?
Pretend Neosurf Hacks
Do not be fooled by websites or programmes claiming to multiply Neosurf voucher credit are fraudulent. Never enter your voucher codes on these platforms.
Activation Scam
Neosurf vouchers do not need activation. If someone asks you to activate your voucher, they are attempting to scam you. Do not provide your voucher code on any website or form claiming to activate it.
Refund Scam
Beware of websites offering to refund your Neosurf voucher. These sites often mimic the official Neosurf website to steal voucher codes. Always request refunds through official Neosurf channels.
WHAT SHOULD I DO IF MY VOUCHER IS STOLEN OR DAMAGED?
If you suspect your voucher details have been compromised, contact us immediately via our contact page. We will assist in blocking the voucher and investigating the issue.
For more tips and assistance, visit the Neosurf support page.
By following these guidelines and staying vigilant, you can enjoy secure and hassle-free payments with Neosurf.
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