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About Your Joker Onlne MasterCard® by Novum Bank Limited

What is the Joker Online MasterCard®?

The Joker Online MasterCard® is a virtual card that can only be used for online purchases. Unlike credit cards and debit cards, it helps you spend only the amount you have chosen to load onto your Joker Online MasterCard® and is not linked to your bank account.

Is there a minimum age to become a Joker Online MasterCard® Cardholder?

Yes, all cardholders must be at least 18 years old.

Who provides the Joker Online MasterCard®?

The card is issued by Novum Bank Limited pursuant to license from MasterCard® International Incorporated.

How can I purchase my Joker Online MasterCard®?

The Joker Online MasterCard® can be bought in all shops belonging to the Joker network. You find a detailed list of all shops here.

How do I access my Joker Online MasterCard®?

You can access your personal card section online where you can manage your money and your card facilities.
To log in, simply click the ‘Login’ button at the top of the Joker MasterCard® website and enter your email address and password you set up, then follow the steps. (Note you can change this password once you have logged in by clicking on "Edit Profile" from the menu.)

Once you have logged in to your personal section you will be able to:
  • Check your balance;
  • Load money;
  • View and download your transactions;
  • Manage your settings.

How does the Joker Online MasterCard® work?

The Joker Online MasterCard® is a MasterCard® used only for online payments. This means that it can be used anywhere in the internet where the MasterCard® Acceptance Mark is displayed. It is used in a similar way as a debit card or credit card for online payments.

Can I start using my Joker Online MasterCard® as soon as I buy the card?

No, you will need to register and activate your Joker Online MasterCard® Card. Please register here. Once you have activated your card, you need to verify yourself in order to load your card before you can use it to buy online.

How can I retrieve my Joker Online MasterCard® details?

After you successfully registered, you will receive your Joker Online MasterCard® details. For security reasons, the information will be partially displayed on the website and partially sent by SMS on the Mobile phone number you registered with. This information is delivered for free during the registration stage. Please write down the data onto the paper card which is in the package you purchased. If you want to receive the information more than once, kindly login and go to the “Card Details” section. Fees will apply as per our Fees table.

How secure is my card?

You should treat your card like any of your other payment cards and keep it safe. Do not share your card details with anyone.

How many cards can I buy?

You can buy 1 card issued by Novum Bank. You can buy an additional card once an active one is closed.

Fees

Is there a cancellation fee if I want to cancel my Joker Online MasterCard®?

No, there is no fee to cancel your card. However, if you request your balance to be transferred to a bank account a redemption fee will apply. For more information please visit our Fees table.

What fees and charges will I pay?

Fees and charges may be applied when you load your card and make purchases. For more information please visit our Fees table.

Is there a yearly fee charged on the Joker Online MasterCard®?

Yes, as per our Fees table table, there is a yearly fee. The yearly fee is automatically deducted from the card balance on due date. The yearly fee is due every 365 days from the sale date. If you do not pay the yearly fee within 30days from due date, the card will be automatically closed.

Your PIN

How do I get my PIN?

The Joker Online MasterCard® is a virtual card, therefore it does not have a PIN. You’ll get all relevant data you need for payment at online shops during the registration process (card number, expiry date, three digit CVV).

How to Load money onto your Joker MasterCard®

How can I load money on to my Joker Online MasterCard®?

You can load your Joker Online MasterCard® after being successfully verified. You can load your card with AufladeCards and Bank Transfer. For further information kindly go to your Load your card section.

How much can I load on my Joker Online MasterCard®?

You can load your Joker Online MasterCard® anytime you want provided you have been successfully verified. You can load your card with AufladeCards and Bank Transfer. For further information kindly go to Load your card section

You can load up to €3,750 per month and €10,000 per year. The maximum single load is €3,750. The minimum load amount is € 5.

If you have not verified your details you cannot load your card as detailed in Limits Section.

How often can I load money onto my Joker MasterCard®?

If Novum Bank has verified your registration details, you can load your card up to 10 times daily at a maximum of €3,750. If you have not performed the verification process you cannot load your card.

Can someone load my card on my behalf? Who can load money onto my card?

Only you can load your Joker MasterCard®. You must ensure that you are transferring funds from a bank account in your own name, otherwise the funds will be returned to the original source. A fee for returning the money back will be charged. For more information please visit our Fees table.

How to make purchases?

Do I need to have enough balance to make purchases?

Yes, your card is a prepaid card. Therefore, you must have enough balance on your card before you can perform a transaction.

How can I pay using my Joker Online MasterCard® on the Internet?

In order to make payments over the Internet with the card, you will need the following details:
  • The card number (the 16 digit number from the front side of the card);
  • The card expiry (from the front side of the card);
  • The cardholder’s name (Joker Card);
  • The CVV security number (the 3 digit number from the back side of your card, next to your signature).

How can I pay using my Joker Online MasterCard® at retailers?

With your Joker Online MasterCard® you cannot pay at physical retailers.

How can I withdraw cash from the ATMs?

With your Joker Online MasterCard® you cannot withdraw cash from ATMs.

Can I also use my Joker Online MasterCard on foriegn websites?

Yes. You can use your Joker Online MasterCard wherever you see the MasterCard acceptance sign.

What should I do if I have a pending transaction on my Card?

A pending transaction is simply a transaction that is waiting to be applied to your Card. You do not have to do anything because a pending transaction is just part of the process by which a purchase is charged to your Card. If you think the pending transaction is not correct please contact us without undue delay.

A pending transaction will either turn into a settled transaction or will be deleted within 14 days.

Why are transactions declined?

Transactions may be declined if the merchant cannot verify that there are enough funds on your Card to cover the value of the transaction you are making, including any applicable charges.

Are there transactions, which I cannot perform with my Joker Online MasterCard?

Yes, but only a few. We must follow the requirements of regulatory agencies and therefore certain payments are rejected. The following services or products are not permitted:
- You would not be able to use the Joker Online MasterCard to charge other credit cards or online wallets (e-wallet). However, you can pay for a product order or a service;
- You cannot use the card for gambling transactions or lotteries;
- Prescription medicines;
- Illegal drugs and drug paraphernalia;
- Firearms;
- Illegal pornography;
- Tolls and Bridges fees;
- Offers in relation to pyramid schemes, chain letters, or similar;
- Goods and services, which violate the property rights of others

If you are not sure if a transaction will be processed with the Joker Online MasterCard, you can contact our Customer Support.

Non Verified Joker MasterCard®

What is a Non Verified Joker Online MasterCard®

The Non Verified Joker Online MasterCard® cannot be loaded. For more information please visit our Limits Section.

Why have I been issued with the Non Verified Joker Online MasterCard®?

The Non Verified Joker Online MasterCard® is the default entry level product issued to customers.

What are the limits on the Non Verified Joker Online MasterCard®?

To check the limit on the Non Verified Joker Online MasterCard®, please visit our Limits Section.

Verified Joker MasterCard®

What is the Verified Joker Online MasterCard®?

The Verified Joker Online MasterCard® gives you the flexibility to load and spend more than the Non Verified Card. 

How can I get the Verified Joker Online MasterCard®?

In order to increase your Non Verified Joker Online MasterCard® limits, Novum Bank must verify your registration details. For further information, please login and go to the "Limits" section.

What are the limits on the Verified Joker Online MasterCard®?

You can check the limits here.

Is the limits upgrade free of cost?

Yes. At present it is free to upgrade your limits. Limit increase is subject to verification, we may request further documents if necessary.

How long will it take to increase the limits?

Normally, the process is done automatically and in a matter of minutes your limits will be increased. If we cannot perform the verification automatically, we will ask you to upload certain documents. It can take up to 24 hours to increase your limits.

Card Security

What is Phishing and how do I avoid it?

Phishing is a way of attempting to acquire sensitive information. We will never send an email to a cardholder requesting security or any other confidential information about your Joker Online MasterCard®. If you receive an email claiming to be from Joker Online MasterCard® or Novum Bank Limits with a link to what appears to be the Joker MasterCard® or Novum Bank Limited website, do not enter your personal or card details. Never reply to any such emails or disclose any personal information on such websites.

If you think you have received a fraudulent email, please forward the entire email including the header and footer to jokercard@novumbankgroup.com.

How do I report that my card is lost or stolen?

As soon as you realise your card is lost or stolen you can:

  • Call us on 01805-777071 (Cost: 14 cents per minute from German fixed line networks, from German mobile phone networks max. 42 cents.);
  • Send an SMS typing “LOST” or “STOLEN” to +49 1578-5528393 (within Germany, you can send it to the number 1578-5528393)
  • Update the status from the Joker Private website. Kindly log into your account and go to the “Card” Menu and click on “Change Status” option.

How to report suspected fraudulent payments or suspicious incidents?

Before report the suspected transaction, please block your card to prevent any further fraudulent use. You can block your card through your private portal. Once you blocked your card, please report the transaction to our Customer Support. You need to provide as much information as possible about the suspected transaction, such as; date, amount and description. Our Customer Support will guide you further. Your report will be investigated further and response provided within 2 business days. We may need to keep your card blocked as a security measure

Managing your Joker Online MasterCard®

How do I manage my Joker Online MasterCard®?

When you log in with your username and password you will be able to review your transactions and load your card. On our website, you'll find everything you need to make the most of your Card. If you ever need further help you can just contact us and we’ll be happy to help.

What is an available balance?

The available balance is the amount that you have available to spend.

How do I check my available balance on my Joker Online MasterCard®?

You can check your available balance online. Simply log into your account and your available balance will be displayed.

You can also send an SMS to 1578-5528393 (within Germany, you can send it to the number 01578-5528393) typing “Balance”. For a fee, your balance will be sent to you.

How do I change my password?

To change your password simply login to the Joker website. In the "Edit Profile" section you will see the simple instructions to change your password.

I forgot my password. What do I need to do to get a new password?

Simply click here and you will be provided with the information you need to reset your password.

What do I do if my address or name change?

If you want to change your address or name you will need to send an email to our customer suppport. Please make sure that you provide our customer support with one of the following copies:

  • Utility bill (water, electricity or gas) no more than 6 months old, clearly showing the new name and/or registered address;
  • Government registered letter, clearly showing the new name and/or registered address;
  • Bank statement, no more than 6 months old, clearly showing the new name and/or registered address.

For other changes, please login where you will be instructed on how to make the changes.

Do I receive a Joker Online MasterCard® Card paper statement?

We do not issue paper statements. You can check your transactions online anytime you want. You will also have the option to download a pdf copy with all your transactions.

My Joker Online MasterCard® has stopped working, what is the reason?

This could be for a number of reasons:
  1. There are no funds left on your card – you may need to load more money if you wish to make a purchase;
  2. We have blocked the card for security purposes or on your instructions
  3. The card has expired – please check the expiry date on the card itself

What are the SMS Services available?

With your Joker Online MasterCard® you can perform several actions by sending an SMS to +49 1578-5528393. The available services are:

Function Instruction / Command Example
Balance Balance [Last 4 digits of Card Number] Balance 1010
Block Block [Last 4 digits of Card Number] Block 1010
Lost Lost [Last 4 digits of Card Number] Lost 1010
Stolen Stolen [Last 4 digits of Card Number] Stolen 1010
List all Commands Commands Commands


In addition to these services, you can also enable notification SMS. To enable these notifications, please login to the website and go to the “SMS Services” option where you will be instructed on how to enable these notifications. The SMS notification will inform you by SMS when:
• The card is loaded;
• The card is used on the MasterCard® network. You can also set a minimum transaction amount;
• The card balance is lower than your desired threshold.

Card Cancellation and Expiry

How do I close my Joker Online MasterCard®?

You can send an email requesting the card cancellation to jokercard@novumbankgroup.com. Before sending the email, please destoy the card by cutting it into two and take a photo. Please attach the photo with your card cancellation request.

If you wish to receive the remaining balance to a bank account in your name, kindly provide all bank details (account holder’s name, name of the bank and IBAN). To close your card you will need to contact customer support.

There is no fee for closing your Joker Online MasterCard® but there is a fee for transferring your balance to a German bank account.

For how long is my Joker Online MasterCard® valid?

Your Joker Online MasterCard® is valid until the expiry date you use for the online payments. Please note that an annual card fee is due, which will be deducted from your card account. If the card balance does not suffice for the fee, you will be notified with various reminders for a month. If after a month you did not load your card, the card will be closed.

3DS

What is the Mastercard IdentityCheck / 3D Secure?

Mastercard IdentityCheck is an information/data query (also 2-factor authentication) that is available to you to optimally protect your credit card use and you against data misuse. For some online transactions, you may be asked to confirm the transaction by means of an activation link (by email) and by entering an SMS code (by SMS).

When you log in for the first time, you will be prompted to create your 3D Secure password so you can start making online payments immediately.

When is the 3DS password/SMS code requested?

For some online transactions, strong customer authentication can be requested in accordance with the requirements of the Payment Services Directive PSD2 to ensure that the cardholder is actually using the card. You will receive an email from us with an activation link to enter the 3DS password and then an SMS code directly to your stored number. After successful entry, the transaction is confirmed.