Revolut pre-paid Mastercard

kaydee

I would check if the hotel rate was in euros as a quote figure - you would probably find that you would win if they charged you in their own currency - crowns, and let your card cover it from your £ balance, rather than let them do their own exchange at their own rate!

Stretlow

Read this entire thread and really like the look of the product, app is lovely and made my small deposit. (Wife did the same).

Looks like they've still go no idea about the cards. While an emergency card has been discussed, not one person can tell either me or my wife what the delivery date is likely to be which (coming from someone who works with a pre-paid card) is absolutely rubbish customer service.

I'm not going away until the 12th so I have time to make other arrangements but there's no way I'm depositing my funds into the account(s) at this point.

Shame really.

eDicky

Stretlow wrote: »

While an emergency card has been discussed, not one person can tell either me or my wife what the delivery date is likely to be .

The emergency cards are sent, I believe, by next-day delivery, from stock kept in the Revolut office. The regular card comes direct from the outsourced card manufacturer, who seem rather erratic in delivery for whatever reason, perhaps high demand etc. So if that's outside Revolut's control and they cannot predict, maybe at least that's better than false promises.

Anyway, you can top up any time before or after the cards are received. It currently seems to take about ten days.

amecullen

Hi
I have been a real fan of this new card. Registered last October, received the card. Verified my id. Registered my debit card. Topped it up 13 times over the last few months and used it in South Africa to pay for hotels and withdraw rand at ATMS. Found their support via the app excellent. But...
I tried to register another debit card and ran into the same "unkown error" problems mentioned here before. Unfortunately, as part of this process I was advised by the support staff to download the latest version of the app and I did.
Since I downloaded this new version my existing debit card which has worked for over four months has stopped working. Support has been apalling, exceptionally slow taking more than 48hours to respond to any messages sent via the app, or by email. They now tell me that the topup has failed their AVS check and
I have spoken with our payment processor concerning this issue. They informed me that not every institution supports AVS checks so the response can be declined from issuers who do not support the check. AVS responses and comparisons are received from the card issuer.

This information hasn't given rise to a solution to your situation, if any new information comes to light, I will inform you immediately.
Given that I have been using the card successfully for four months, I am baffled by the latest problems and their response. Has anyone else updated their app? have you had problems since ? I would love to continue using the card but I have no idea what to do next? any help much appreciated.

eDicky

amecullen wrote: »

. . . not every institution supports AVS checks so the response can be declined from issuers who do not support the check. AVS responses and comparisons are received from the card issuer.

This information hasn't given rise to a solution to your situation,

This sounds ominous, perhaps additional layers of security in the updated app system are encountering incompatibility with other parties' systems.

When you try to top up using the original debit card do you receive the "unknown error occurred"?

You might try this - delete the debit card from your app - open 'profile' and check that your address is written exactly the same as that on file with your debit card account, then log out (in 'profile') - log back in again, then 'Top Up' entering your debit card details again.

Anyway thanks for the clearly detailed post and please let us know of any resolution or developments. I am becoming less inclined to recommend this product since the new app version.

amecullen

Thanks eDicky, I will keep you informed of any progress, The topup went through as normal, pending but then disappeared. The money has been taken from my bank account and I am waiting for Revolut to refund it. Apparently they have introduced new AVS procedures. I will wait for the refund to process before I try anything else. The address in the app looks identical to my bank statement.

Stretlow

amecullen wrote: »

Hi
I have been a real fan of this new card. Registered last October, received the card. Verified my id. Registered my debit card. Topped it up 13 times over the last few months and used it in South Africa to pay for hotels and withdraw rand at ATMS. Found their support via the app excellent. But...
I tried to register another debit card and ran into the same "unkown error" problems mentioned here before. Unfortunately, as part of this process I was advised by the support staff to download the latest version of the app and I did.
Since I downloaded this new version my existing debit card which has worked for over four months has stopped working. Support has been apalling, exceptionally slow taking more than 48hours to respond to any messages sent via the app, or by email. They now tell me that the topup has failed their AVS check and
I have spoken with our payment processor concerning this issue. They informed me that not every institution supports AVS checks so the response can be declined from issuers who do not support the check. AVS responses and comparisons are received from the card issuer.

This information hasn't given rise to a solution to your situation, if any new information comes to light, I will inform you immediately.
Given that I have been using the card successfully for four months, I am baffled by the latest problems and their response. Has anyone else updated their app? have you had problems since ? I would love to continue using the card but I have no idea what to do next? any help much appreciated.

Utter tripe, it will support AVS.

What i will say though is systems do a form of matching to check the data, I used to work for an institution where their automatic check was very sensitive to inconsistent data.

For example, B616GG might not match but B61 6GG will because the latter is how your data is held on the banks system.

I would suggest checking with your bank how they hold your address, make sure there's no commas or full stops in there. It might not be this but at least you could rule it out.


Edit: Neither me nor my wife have received our cards and I still cant get anyone to give me a timescale... Garbage customer service... Think I'm about to give up, even if they said "Look there's a four week backlog" i'd respect them for being honest...

kaydee

I have been a fan of Revolut and have used it without problem in the past, and am just about to go away with it again.
However ................................. the in-app support is seriously in danger of letting the whole thing down! When you do have a query, trying to get support through the in-app chat service is possibly the most frustrating thing ever!
I've been over 1 and 3/4 hours now trying to sort a query - I've had a couple of 'Can I helps' but when you respond it all stops and nothing!!!
If they are unable to provide a working chat support service, don't offer it on the app until they can support their own support service!!!

MrLew

My experience of Revolut has been really good so far.

Used it on a trip to Iceland, didn't have any problems using the card for purchases (didn't make any withdrawals).

Had no problems loading funds using my debit card but can't comment on the users who have changed cards and had problems

Using in app support has been fairly good for me. Do not expect it to be instant chat though, I think their operators are dealing with multiple chats at the same time and are really busy. I just left my questions hanging and returned half hour later to find them answered.

Good to see they have now added multiple currencies in addition to the popular three (GBP, USD and Euro).

It would be useful if they could offer cards for businesses as we would find this really useful at my work. For now i'm just using my card for business expenses abroad and claiming them back from the business

MrLew

amecullen wrote: »

Hi
....They now tell me that the topup has failed their AVS check and
I have spoken with our payment processor concerning this issue. They informed me that not every institution supports AVS checks so the response can be declined from issuers who do not support the check. AVS responses and comparisons are received from the card issuer.
.

Hi,

I work (and have done for many years) in the card industry (for a payment processor) and am really surprised if Paysafe (Revolut's payment processor) have said this.

In my experience I am not aware of any UK bank that issues cards that does not support the AVS system.

Just in case you are not aware AVS (Address Verification) is a way of checking your house/flat number and postcode numbers (not letters) match the ones held at your bank. These are checked independently of each other and a pass/fail code for each of these is sent back to the payment processor.

Problems can exist if you have a house name rather than number however most payment systems will take this into consideration and may ignore the house number result and simply rely on the postcode result (I have no idea if this is the case with Paysafe and the changes they say they have made might influence this).

Spaces in postcodes are generally ignored by the payment processor and banks so should not present a problem. I would be highly surprised if Paysafe don't strip the spaces out of postcodes before sending it to your bank.

If Revolut say they have changed their AVS processes recently it could be that they've increased security and so where they previously ignored a difference on address they don't anymore.

It's unlikely but it could be your bank that failed the transaction based on your own spending patterns and their own fraud settings.

You can ask your own bank to check if it was them that declined the payment, they should be able to tell you from their records (they do hold these records so don't let them fob you off). If they didn't decline it they should be able to tell you whether the AVS check fully (or part) passed. My bank is very good at giving me these details if they ever decline a transaction.

Hope this helps and good luck in getting it sorted