1. How can I change personal details?  
    Please send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it. and attach proof of identity on both sides and tell us which data you would like to update.
  2. How can I close/deactivate my account?  
    Please send us your account cancellation via email or contact our customer support by phone. All further instructions will then be provided to you.
  3. Can I opt out of promotional contacts?
     
    In every email you have a button to unsubscribe from our newsletter.Furthermore you can deactivate this in your app via account settings. Alternatively you can contact our helpful CS who will help you in this regards.
  4. Why haven't I received a PIN / TAN?
    Please make sure your phone number is correct and has an internet connection. If you still have issues you can contact our friendly CS.
  5. How do I open an account?
    You can easily download the iOS/Android application to your smartphone.
  6. How can I reset my PIN? How should I open an account?
    To reset your PIN you need to log out from your mobile application.Then you select "sign up" and enter the details of your existing Paylado account.Please click on "Forgot PIN" before LogIn view and follow the instructions displayed. If you still have issues with resetting your PIN, you can contact our friendly CS.

  1. Where is my deposit?
    All our Cash and online deposits are processed in real time. If you face any error messages kindly contact our competent customer support team.
  2. Why can't I deposit?
    Please check if your account is verified. If the account is verified and you get an error message kindly contact our competent customer support team.If your account is not verified, kindly verify your account and try again
  3. How secure is my deposit?
    We make sure that all transactions are secured by state of the art technology.
  4. Which fees are you taking?
    Please check our Fees table.
  5. Which deposit methods do you offer?
    You can fund your Paylado Account via cash and you can receive funds from our online partners.
  6. How can I top up my account?
    Youcan top up your account while visiting one of our partner shops using the local devices.Please talk to a shop employee or our competent CS team if you have any questions.
  7. I deposited but my balance has not been updated.
    Please close the app and open it again. Kindly note that you have a stable internet connection in order to use Paylado.
  8. What to do if I deposited the wrong amount?
    You can easily withdraw your excess deposit amount, if your Paylado account is verified.
  1. Where is my withdrawal?
    Cash withdrawals are processed immediately and are dispensed via the chosen machine. Online fund transfers are processed immediately and appear on the website you deposited.
  2. Why can't I withdraw my funds?
    Kindly note that transaction limits apply if your account is not verified. If your account is verified and you still have trouble, please contact our competent CS team.
  3. How long does it take for a withdrawal to reach my account?
    Cash withdrawals are processed immediately, bank transfers take up to 5 banking days, online transactions are processed instantly.
  4. Which withdrawal methods do you offer?
    Currently we offer cash withdrawals at our partner shop devices.
  5. Which fees are you taking?
    Please check our Fees table.
  1. What documents do I need?
    For basic verification, your passport or ID card is sufficient. However, further verification documents may be requested in the course of time.
  2. Why do I need to verify?
    The verification process is a legal requirement to obtain a banking license within the EU.
  3. Are my documents securely stored?
    We take data security serious. Your documents are safely stored on our servers. Have a look on our data protection policy if you want to know more.
  4. How long does a verification take?
    Your verification takes usually up to 5 minutes once you completed the process. Kindly note that we might request additional documents anytime.
  5. How can I verify my account?
    Open the smartphone application. Navigate to More, click on validate account and follow the steps.
  6. Why can't I upload an image for the account verification?
    The regulations stipulate that live video verification is required to verify the Paylado account. Therefore, it is not sufficient to send us only photos of your identification documents.
  7. Who performs the live verification?
    Our provider IDnow performs the live video verification. Your data will of course be processed absolutely securely.
  1. What is paylado?
    Paylado is the first cash to e-money wallet. You can deposit cash at one of our partners stores directly into your Paylado online wallet.
  2. How can I file a complaint?
    Please have a look on our complaints handling policy.
  3. Is paylado secure?
    We take data security serious. Your data are safely stored on our servers. Have a look on our data protection policy if you want to know more.
  4. Which laws regulate paylado?
    Paylado falls under the jurisdiction of the Republic of Malta.
  5. What can I do if I'm experiencing difficulties?
    Whenever you face difficulties please don’t refrain from calling our competent customer supprt team.
  6. Biometric Use
    Our standard authentication method for logging into your Paylado account is the biometric fingerprint. An alternative option is always the manual input of the self-selected PIN.
  1. Which Data will be collected?
    Have a look on our data protection policy if you want to know more.
  2. On what legal basis is my data collected?
    We collect your data on basis of our Terms and Conditions, our data policy and according to the regulatory framework of the GDPR laws stipulated by the EU.
  3. Is my data secure?
    We make sure that all / data is secured by state of the art technology.
  4. Who uses the data?
    Have a look on our data protection policy if you want to know more.
  5. AM I affected by cookies or analysis tools?
    We want to provide the best experience and therefore we are using cookies as outlined in our data protection policy.
  6. How do I delete my data?
    Please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
  7. How do I contact the company?
    Please call our competent CS team via our hotline +49 5741 273-1212 or send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
  8. How can I correct or update data?
    Please send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it. and attach proof of identity on both sides and tell us which data you would like to update.
  9. How do I request data information?
    Please contact This email address is being protected from spambots. You need JavaScript enabled to view it.
  10. Where is the data stored?
    Your data is safely stored on our servers.If you have further questions kindly have a look at our data protection This email address is being protected from spambots. You need JavaScript enabled to view it. or contact us via This email address is being protected from spambots. You need JavaScript enabled to view it.