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Back | Guide to Volopa

Is my money safe?

Keeping your money safe is our number one priority. We are fully authorized by the FCA (FCA No. 554549) to carry out Payment Services under the Payment Services Regulation 2017 and regulated by HMRC (Firm No. 12640168) as a Money Transmitter.

Data encryption: We use data encryption to ensure that your information and money are secure.

Transaction monitoring: We have multiple tools in place that monitor transactions to identify suspicious activities on your account.

Highly secure app and website: The Volopa app and website have been built to the highest standards. The app has added security using biometric ID.

Where can I find your terms and conditions (T&Cs)?

Our terms and conditions outline the agreement between us and yourself for the use of the Volopa Mastercard.

You can find our full terms and conditions here.

Where can I find your Privacy Policy?

We take great care in the way that we manage and use your personal data. Your data is always kept secure and handled in compliance with the General Data Protection Regulation (GDPR).

You can find our full privacy policy here.

What are the hours of the Volopa Customer Support team and how can I get in touch?

Our Customer Support team is here to help Monday to Friday, from 9am to 5pm GMT.
You can get in touch on 0333 400 1287 or email support@volopa.com

Back | Getting Started

How long will it take for my Volopa Mastercard to arrive?

Typically your card will be delivered within 3-5 working days of the card being ordered.

How do I activate my Volopa Mastercard?

You can activate your card using the Volopa app or by logging into your Volopa online account. Within the ‘Action’ menu, select ‘Activate Card’ and confirm by tapping the ‘Activate Card’ button. Your card will be activated instantly.

Where can I see my card PIN?

You can see your PIN by logging into your Volopa online account.

How do I change my card PIN?

You can change your PIN at any ATM machine that provides this service. You will be asked to enter your existing PIN and to select a new PIN. Please choose a PIN that can’t be easily guessed by anyone else – E.g. don’t use 1111, 1234 or your date or birth.

Is the Volopa card contactless?

Yes. You can make contactless payments at any merchant terminal which accepts this at home and abroad.

What is my base currency?

The base currency on your card is typically your home currency. Your base currency is identified on the back of your card.

Back | My Account

How do I check my balance and see previous transactions?

You can check your balance, view previous transactions and manage your Volopa card account within the Volopa app or by logging into your online account.

Can I get back money loaded onto the card?

Yes of course. Simply e-mail support@volopa.com or call our customer support team.

How do I block my card?

You can temporarily freeze and unfreeze your card using the Volopa app. Freezing your card will prevent any transactions from being made on the card while the card remains frozen. You can unfreeze the card at any time if you want to continue using this.
Within the ‘Action’ menu, select ‘Card Controls’ and tap ‘Freeze Card’. Your card will be instantly blocked. You can unblock your card at any time by taping on ‘Unfreeze Card’.

You can also report your card as lost or stolen which will permanently block the card.

How do I change my Volopa card access password?

You can update your Volopa card access password at any time in the Volopa app. In the app, go to the ‘Settings’ tab, tap on ‘Change Password’ and follow the on-screen instructions.

You can also change your password by logging into your Volopa online account.

What should I do if I have forgotten my Volopa card access password?

When logging into the app or online, click the ‘Forgot Password’ link and follow the instructions to select a new password. You will need to provide the email address registered on your Volopa account and we will send you instructions on how to update your password.

How do I change my Volopa app passcode?

You can update your Volopa app passcode at any time. In the app, go to the ‘Settings’ tab and tap on ‘Change Passcode’.

What should I do if I have forgotten my Volopa app passcode?

When asked for your 6-digit passcode, tap on the ‘Change Passcode’ link below and follow the on-screen instructions. You will need to confirm your account password in order to change your 6-digit passcode.

Back | My Transactions

How do I convert currency?

You can convert instantly between currencies on your card 24/7 using the Volopa app or your online account. Within the ‘Action’ menu, select ‘Exchange Currency’. Select the currency and amount that you would like to convert. We will show you the exchange rate and amount of currency that you would be selling and buying before you accept the transaction. The new currency will appear instantly on your card ready to use.

Can I transfer money to another Volopa cardholder?

No, funds can only be returned to the Master Virtual Card (MVC).

How many currencies can I hold on my Volopa card?

You can hold and spend in up to 14 local currencies on your Volopa card. You can also use your Volopa Mastercard to spend in any other currency as long as you have the base currency on the card.

Where can I use my Volopa card?

You can use the Volopa card anywhere that accepts Mastercard.

Back | My Cashback

How do I earn cashback?

Simply use your Volopa Mastercard at any participating retailer when an offer is active. You can explore cashback offers when these are active within the ‘Lifestyle’ section of the Volopa app or your online account. There are no vouchers or promo codes, and you don’t need to notify the retailer in order to get your cashback. We will send you an app notification to confirm your cashback once you have made payment.

Where do I view available cashback offers?

You can see all available cashback offers within the ‘Lifestyle’ section of your Volopa app or online account. Tap on individual offers for more details.

Where can I track my cashback?

To view your previous cashback transactions, go to the ‘Lifestyle’ section of your Volopa app or online account and select ‘History’.

You will be able to see all cashback transactions including those that have been paid out on the card and those which are due to be paid including the date on which these are due.

When will my cashback be paid?

Cashback is usually paid out on Fridays. If this falls on a Bank Holiday, you will receive your cashback in the following week. You will be able to see your paid cashback under ‘History’ within the ‘Lifestyle’ section of your Volopa app and online account as well as a credit on your card within your transactions in the ‘Card Management’ section.

What do I do if my cashback is missing?

If you are missing a cashback transaction then please report this to us using the Volopa app. You can do this by going to the offer for which you are missing cashback and clicking on the ‘Missing Cashback’ button. You will be asked to provide the date and approximate time of the transaction. We will investigate the missing cashback and get in touch with you typically within up to 2 working days.

Back | Our Fees and Limits

What fees are there for using the Volopa Mastercard?

The Volopa Mastercard comes with the following fees:

  • 1% to transfer from one currency to another.
  • ATM withdrawals in GBP are charged at 1% of the withdrawal amount with a minimum charge of £2. ATM withdrawals in any other currency are charged at £2.

There are no set up, top up or monthly fees.

Is my money safe?

Keeping your money safe is our number one priority. We are fully authorized by the FCA (FCA No. 554549) to carry out Payment Services under the Payment Services Regulation 2017 and regulated by HMRC (Firm No. 12640168) as a Money Transmitter.

Data encryption: We use data encryption to ensure that your information and money are secure.

Transaction monitoring: We have multiple tools in place that monitor transactions to identify suspicious activities on your account.

Highly secure app and website: The Volopa app and website have been built to the highest standards. The app has added security using biometric ID.

Where can I find your terms and conditions (T&Cs)?

Our terms and conditions outline the agreement between us and yourself for the use of the Volopa Mastercard.

You can find our full terms and conditions here.

Where can I find your Privacy Policy?

We take great care in the way that we manage and use your personal data. Your data is always kept secure and handled in compliance with the General Data Protection Regulation (GDPR).

You can find our full privacy policy here.

What are the hours of the Volopa Customer Support team and how can I get in touch?

Our Customer Support team is here to help Monday to Friday, from 9am to 5pm GMT.
You can get in touch on 0333 400 1287 or email support@volopa.com

How long will it take for my Volopa Mastercard to arrive?

Typically your card will be delivered within 3-5 working days of the card being ordered.

How do I activate my Volopa Mastercard?

You can activate your card using the Volopa app or by logging into your Volopa online account. Within the ‘Action’ menu, select ‘Activate Card’ and confirm by tapping the ‘Activate Card’ button. Your card will be activated instantly.

Where can I see my card PIN?

You can see your PIN by logging into your Volopa online account.

How do I change my card PIN?

You can change your PIN at any ATM machine that provides this service. You will be asked to enter your existing PIN and to select a new PIN. Please choose a PIN that can’t be easily guessed by anyone else – E.g. don’t use 1111, 1234 or your date or birth.

Is the Volopa card contactless?

Yes. You can make contactless payments at any merchant terminal which accepts this at home and abroad.

What is my base currency?

The base currency on your card is typically your home currency. Your base currency is identified on the back of your card.

How do I check my balance and see previous transactions?

You can check your balance, view previous transactions and manage your Volopa card account within the Volopa app or by logging into your online account.

Can I get back money loaded onto the card?

Yes of course. Simply e-mail support@volopa.com or call our customer support team.

How do I block my card?

You can temporarily freeze and unfreeze your card using the Volopa app. Freezing your card will prevent any transactions from being made on the card while the card remains frozen. You can unfreeze the card at any time if you want to continue using this.
Within the ‘Action’ menu, select ‘Card Controls’ and tap ‘Freeze Card’. Your card will be instantly blocked. You can unblock your card at any time by taping on ‘Unfreeze Card’.

You can also report your card as lost or stolen which will permanently block the card.

How do I change my Volopa card access password?

You can update your Volopa card access password at any time in the Volopa app. In the app, go to the ‘Settings’ tab, tap on ‘Change Password’ and follow the on-screen instructions.

You can also change your password by logging into your Volopa online account.

What should I do if I have forgotten my Volopa card access password?

When logging into the app or online, click the ‘Forgot Password’ link and follow the instructions to select a new password. You will need to provide the email address registered on your Volopa account and we will send you instructions on how to update your password.

How do I change my Volopa app passcode?

You can update your Volopa app passcode at any time. In the app, go to the ‘Settings’ tab and tap on ‘Change Passcode’.

What should I do if I have forgotten my Volopa app passcode?

When asked for your 6-digit passcode, tap on the ‘Change Passcode’ link below and follow the on-screen instructions. You will need to confirm your account password in order to change your 6-digit passcode.

How do I convert currency?

You can convert instantly between currencies on your card 24/7 using the Volopa app or your online account. Within the ‘Action’ menu, select ‘Exchange Currency’. Select the currency and amount that you would like to convert. We will show you the exchange rate and amount of currency that you would be selling and buying before you accept the transaction. The new currency will appear instantly on your card ready to use.

Can I transfer money to another Volopa cardholder?

No, funds can only be returned to the Master Virtual Card (MVC).

How many currencies can I hold on my Volopa card?

You can hold and spend in up to 14 local currencies on your Volopa card. You can also use your Volopa Mastercard to spend in any other currency as long as you have the base currency on the card.

Where can I use my Volopa card?

You can use the Volopa card anywhere that accepts Mastercard.

How do I earn cashback?

Simply use your Volopa Mastercard at any participating retailer when an offer is active. You can explore cashback offers when these are active within the ‘Lifestyle’ section of the Volopa app or your online account. There are no vouchers or promo codes, and you don’t need to notify the retailer in order to get your cashback. We will send you an app notification to confirm your cashback once you have made payment.

Where do I view available cashback offers?

You can see all available cashback offers within the ‘Lifestyle’ section of your Volopa app or online account. Tap on individual offers for more details.

Where can I track my cashback?

To view your previous cashback transactions, go to the ‘Lifestyle’ section of your Volopa app or online account and select ‘History’.

You will be able to see all cashback transactions including those that have been paid out on the card and those which are due to be paid including the date on which these are due.

When will my cashback be paid?

Cashback is usually paid out on Fridays. If this falls on a Bank Holiday, you will receive your cashback in the following week. You will be able to see your paid cashback under ‘History’ within the ‘Lifestyle’ section of your Volopa app and online account as well as a credit on your card within your transactions in the ‘Card Management’ section.

What do I do if my cashback is missing?

If you are missing a cashback transaction then please report this to us using the Volopa app. You can do this by going to the offer for which you are missing cashback and clicking on the ‘Missing Cashback’ button. You will be asked to provide the date and approximate time of the transaction. We will investigate the missing cashback and get in touch with you typically within up to 2 working days.

What fees are there for using the Volopa Mastercard?

The Volopa Mastercard comes with the following fees:

  • 1% to transfer from one currency to another.
  • ATM withdrawals in GBP are charged at 1% of the withdrawal amount with a minimum charge of £2. ATM withdrawals in any other currency are charged at £2.

There are no set up, top up or monthly fees.

Is my money safe?

Keeping your money safe is our number one priority. We are fully authorized by the FCA (FCA No. 554549) to carry out Payment Services under the Payment Services Regulation 2017 and regulated by HMRC (Firm No. 12640168) as a Money Transmitter.

Where can I find your terms and conditions (T&Cs)?

Our terms and conditions outline the agreement between us and yourself for the use of the Volopa money transfer service.

You can find our full terms and conditions here.

Where can I find your Privacy Policy?

We take great care in the way that we manage and use your personal data. Your data is always kept secure and handled in compliance with the General Data Protection Regulation (GDPR).
You can find our full privacy policy here.

What are the hours of the Volopa Customer Support team and how can I get in touch?

Our Customer Support team is here to help Monday to Friday, from 9am to 5pm GMT.
You can get in touch on 0333 400 1287 or email support@volopa.com

How do I open an account?

You can sign up online here . We’ll need to carry out some checks to verify certain details before we can set up your account.

Once you have completed the application, you will receive a request for information from Compliance@volopa.com

Will you carry out credit checks on the company?

No, we don’t carry out credit checks on the company.

How long would it take to set up my account?

Typically we would hope to have your account set up within 24 hours once we have received all the required information and documentation.

Where can I see details of my previous transfers?

Within the My History section of your online account, you can view all of your transactions and use the search form to filter your transactions by date and currency.
The beneficiary summary screen also allows you to view the total value of payments you have made to specific beneficiaries and view the transaction breakdown for each total.

Can I set up a new recipient?

You can add a new recipient within your online account.

How do I delete a recipient?

When you are logged into your online account, select the recipient that you want to delete from your account and click ‘Delete’.

How do I update my Volopa account password?

You can change your password by logging into your Volopa online account. Click on ‘My Account’ and select the ‘Change Password’ tab.

What should I do if I have forgotten my Volopa account password?

When logging into your online account, click the ‘Forgot Password’ link and follow the instructions to select a new password. You will need to provide the email address registered on your Volopa account and we will send you instructions on how to update your password.

Why was my Volopa bank transfer account deactivated?

Your account may have been blocked for a number of reasons. This could include suspicious activity having been detected on your account of if you have signed up for multiple accounts.

If your account has been blocked please contact our Customer Support team.

How can I close my Volopa bank transfer account?

For regulatory reasons, we can only permanently close accounts which haven’t been used in the past 5 years. However, we can always deactivate an account for you.

If you wish to do so, please contact our Customer Support team.

How do I make a transfer?

When logged into your online account, select the amount you wish to transfer, and the currencies you want to change between. The exchange rate, the amount you will receive and the amount you will pay including our foreign exchange fee, will be displayed and you will have 30 seconds to accept that rate.
Once you have accepted the Volopa T&Cs and the rate, you are asked to confirm the details of the account you are transferring your money to and the card or account you’re transferring your money from.

What are the minimum and maximum amounts per transfer?

There is no minimum or maximum transfer amount although an online limit may be set which will require you to call us for larger transactions. As you use the account and your relationship with Volopa grows this online limit will be increased. Please note there is a minimum £20.00 FX Fee.

What is the online transfer limit?

Your online limit will initially be set at £25,000, however depending on the details you provide when you apply and as you build up a history with Volopa this can be increased. Larger transactions can be placed via the telephone although we may require additional information and documentation.

How do I pay for my transfer?

You instruct your bank to transfer the funds to the Volopa client money account. Details of our client money bank account will be included once you have added your beneficiary and completed the deal.

How do you know where to send the new currency?

Once you complete your currency exchange you will be asked to enter the details of where you would like the money transferred. Please ensure that these details are entered correctly to avoid the funds being returned.

How long will my transfer take?

All our payments are set as ‘Priority’. Transfer timescales vary by country.

How do I know when my transfer is complete?

Once we have released the funds the status of the transaction on the platform will be updated to ‘Delivered’.

What happens if I carry out a currency transaction but am unable to enter either the transfer or payment details?

If this happens please contact us immediately and we can help complete these details for you over the telephone. If we cannot contact you and do not hear from you, Volopa reserves the right to cancel the transaction with any costs being passed to you.

How do I know that I am providing the correct information for the onward delivery of my currency?

If you are unsure you should first seek guidance from the bank which will be receiving the currency. If you are not able to confirm this please contact us at support@volopa.com and we will aim to confirm the details for you.

What fees are charges are there for making a Volopa transfer?

Your standard fee will not exceed 1% of the value of the transaction (min £20.00 fee).

Get started with Volopa today