Faq


What is a prepaid card?

A prepaid card is a card you have to put money on before you can use it. This implies you can only make payments if you prepaid card has sufficient funds. Your prepaid card is therefore perfectly suited to help with your day-to-day budget management, you can never spend more than what you have.

What are Goodies?

Ethical, sustainable, ecological and social principles are the foundation of Goodies. A Goodie is an archetype, a characteristic that stands for a “good feeling”. By using the prepaid card it makes the card holder more aware of, and their responsibility towards society, compared to the same type of payment cards.
For more information go to https://my.goodpay.coop.

What does the GoodPay programme stand for?

The GoodPay programme stands for a sustainable world!
The NewB card is not an ordinary prepaid card. It is in fact unique because it contains as many as 9 Goodies, 9 characteristics that make the sustainable difference. Together we proudly call it GoodPay.
For more information go to https://www.goodpay.coop.

What card types are available in the GoodPay programme?

You can apply for the following card types:

  • Start Card
  • NewB Card

These cards are also available in 2 different versions:

  • A physical card
  • A virtual card

Why are there different types of prepaid cards?

Because a card type exists for every person with a particular spending pattern! 
You can start off with the Start Card, which has restricted limits and expenses. You can apply for this card without proof of identity but there are terms and fees which must be accepted.

  • If you don’t choose the Start Card, but the NewB Card, you can apply for up to 3 additional cards on your account. These cards are available in a personalised and non-personalised format. The limits here are also much higher than the Start Card. Both cards exist in a virtual and physical version and will be issued once you have passed regulatory due diligence checks.

What is a Start Card, an SDD ‘Simple due diligence’ card?

You can apply for this card without proof of identity and domicile. The only details you need to provide are your name, address, date of birth, e-mail address and phone number to ensure we meet our compliance requirements.
This card can be loaded up to a maximum card balance of 1,000 €, with a total load amount of 2,500 € a year.

What is a NewB Card or a KYC ‘Know your customer’ Card?

You can only apply for this card with proof of identity and domicile and we also need to verify this data. In addition to your details such as name, address, date of birth, e-mail address and phone number, other documents are also requested for identification, such as a print-out of an invoice of one of your utility companies (energy, water, telecommunication, etc.) that is not older than 3 months. If your address is specified on your identity card, a scan of an invoice will suffice as proof of residence. 
You can apply for maximum 3 additional cards for your friends and family of this type with a maximum card balance of 10,000 € and a total load amount of 50,000 € a year per card.

What is an additional card or a Secondary card ?

Holders of a NewB card can I apply for up to 3 additional cards on their account. Both personalised and non-personalised cards are available. The main card holder is and remains responsible for all additional cards.

What is a no-name card or a non-personalised card ?

Many people are worried about how companies handle their personal details. That is why there is a special “no name” version of your NewB Card. With this card the business is unable to identify you in his data system through your payment. You can only get this version as an additional card after you sent your proof of identity and domicile for your first card.

What is a virtual card?

If you choose a virtual card you will not receive a physical card but instead you will be sent details about your card account. This means that you receive a card number, an expiry date and a security code to pay online.

What is the difference with a credit card?

The NewB Card is not a credit card, i.e. not a card you can use to pay at a later phase (after-pay). You can only use your prepaid card to spend money you already put on your card. Worldwide, approximately 35 million businesses accept the card. If they have a MasterCard Acceptance Mark displayed that accept the card.

What is the difference with an ordinary (debit) bank card?

The NewB Card is not linked to a personal bank account number, which is the case with a bank card.

Can I also use the GoodPay prepaid card for contactless payments?

The card can be used for contactless payments on every terminal with the )))) sign. You will find more information about contactless payments down in this list in chapter 7.

Will I be paid interest for the money on my card / bank account?

No, you will not be paid any interest on the available amount on your card and/or bank account. This money is considered as cash and will be available to the card holder at any moment.

Where does my money go when I loaded my card?

Your money is located on a global virtual account number at Rabobank Nederland, this is why specifying the payment reference (structured number) is so important when transferring money to your card.

What does Rabobank and/or NewB do with my money?

Nothing, this money is considered as cash and will be available to the card holder at any moment. Nothing happen with it, this means that it is not (re)invested, nor does anyone speculate with this money, as this is prohibited by European Financial Regulations.

Who are the Partners of NewB cards:

Issuers of the NewB Cards – Prepaid Financial Services:

Prepaid Financial Services Limited (PFS) is established in the United Kingdom and is specialised in issuing prepaid bank cards. PFS is an authorised “e-money issuer” within SEPA (Single Euro Payments Area) and is regulated by the Financial Conduct Authority UK.

PFS currently manages several programmes and its clients enjoy an innovative, secure and reliable technology.

Established in 2008, PFS grew rapidly. In 2014 it was the UK’s second fastest growing company in financial services in the Sunday Times Tech Track 100.

For more information you can consult https://www.prepaidfinancialservices.com

Producer of the NewB Cards – Gemalto:

Gemalto is headquartered in The Netherlands and is a global player in digital security. It usually works behind the scenes to ensure that each time their clients want to carry out transactions, connect or identify themselves, they can do so securely and easily. Within these global activities, the creation, personalisation and secure sending of prepaid cards is a speciality in itself. Gemalto made a prepaid card based on corn for NewB.

For more information you can consult:

https://www.gemalto.com/financial/cards/eco-card

The Bank – Rabobank Nederland:

The banking processing of the transactions with the NewB card will be done by Rabobank Nederland. A reliable and solid co-operative bank with one of the highest creditworthiness and security ratings in Europe and in the world. In this way the co-operative NewB guarantees card holders the best possible guarantee for a quality service and a safe place for the transferred money.

The collaboration with the co-operative Rabobank fits in completely with NewB’s values. In the Netherlands, Rabobank is the biggest bank in green savings, investments and finance.

For more information you can consult https://www.rabobank.nl.

International Card Scheme –  MasterCard

The NewB card is issued by Prepaid Financial Services Ltd, licence holder of MasterCard International Incorporation. MasterCard is a technology company in the global payments industry. The company operates the world’s fastest payments processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. MasterCard’s products and solutions make everyday commerce activities – such as shopping, traveling, running a business and managing finances – easier, more secure and more efficient for everyone.

For more information you can consult https://www.mastercard.com.

What does “SEPA” mean?

SEPA refers to the Single Euro Payments Area. The aim of this area is to standardise all Euro payments in Europe to eliminate the difference between a domestic payment and a Euro payment from and to countries in SEPA. This means countries that do not have the Euro as payment instrument are part of SEPA. The technical standards in this area only apply to payments in Euros and not to other currencies.

Which countries are part of SEPA?

All countries within the EU, i.e. Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania, San Marino, Slovenia, Slovakia, Spain, Sweden and United Kingdom, as well as Norway, Iceland and Liechtenstein (these countries are member of the European Economic Area), Switzerland and Monaco.

Who can apply for the card?

All co-operative members who are least 18 or older and live in a country in the Single Euro Payments Area can apply for a prepaid card.
Only private and natural persons can apply for a prepaid card.

Must I be a member of the co-operative to apply for a card?

Yes, the conditions are that you possess or buy at least one or several co-operative shares to the amount of 20.00 €, before you can apply for a card.

A share in a co-operative represents part of the capital, you can buy shares via http://newb.coop by clicking the link “I’ll join”.

If you are already a co-operative member you can buy additional shares via https://my.newb.coop.

How can I apply for the card?

You can order both your physical and virtual card online via https://goodpay.coop or directly via the NewB website https://my.newb.coop if you are already a co-operative member.

If you are not a co-operative member yet, you will be invited to become a co-operative member. You can do this via https://goodpay.coop, by clicking the link “I’ll Join”.

Can minors (-18) apply for a card?

Minors cannot apply for a card themselves. As primary cardholder and legal guardian you can apply for an additional card (2nd, 3rd, 4th or card) for a minor. You will have to identify yourself in this capacity. However, you are and remain responsible for all your cards.

Can a legal entity (company or non-profit organisation) apply for a card?

A legal entity cannot apply for a card, only a consumer can apply for a card. For instance, a managing director of a company can apply for a card in his/her own name and not on behalf of the company he or she may work for.

What does it cost to apply for a card?

The first card for a co-operative shareholder is always free, this applies to both the physical and the virtual card.

If you use your NewB card at least once a month for purchases, the administration charge is also free.

Can I apply for more than one card?

Holders of a NewB card can I apply for up to 3 extra cards on their account. Both personalised and non-personalised cards are available. The main card holder is and remains responsible for all additional cards.

If I have several cards, do I have higher limits?

All your cards have their own maximum limits with the exception of the card for minors. For this card the limits are shared with the main card holder.

What happens if I do not send my proof of identity on time for a NewB Card?

If you do not send your proof of identity and domicile on time for a NewB Card, the NewB Card will temporarily be a Start Card with all its restrictions and limitations until you have sent all documents. After a fixed period, automatic e-mail(s) are sent with the request to send your documents. If 3 months after a request was sent, we still haven’t received any documents, the card remains a Start Card and from the 4th month, EUR 1 a month will be charged.

What if I have a low creditworthiness?

This is not a problem as it is a prepaid card. This means it is a prepaid card on which you need to load money before you can use it. We do not perform any credit checks but will verify your KYC documents. This implies you can only make payments if your balance covers the amount of the purchase you wish to make.

In which countries can I apply for my card?

A card can be ordered provided you live in a country in the Single Euro Payments Area.

Can I use my card abroad?

Approximately 35 million locations accept your prepaid MasterCard which means you can make payments worldwide with your card. This concerns both physical businesses and webshops.

Can minors (-18) apply for a card?

Minors cannot apply for a card themselves. As main card holder and legal guardian you can apply for an additional card (2nd, 3rd, 4th or card) for a minor between 13 and 18 years old. You will have to identify yourself in this capacity. However, you are and remain responsible for all your cards.

Is a child under the age of 13 allowed to have a card?

Minors, younger than 13 are not allowed to have a prepaid card. From the age of 13, a legal guardian, who identifies himself/herself in this capacity, can apply for a card for a minor.

How can a minor load a card?

The card of a minor can only be loaded via the card to card principle. Loading the card of a minor using the legal guardian’s card is therefore free of charge.

Can a minor use a card in all shops and webshops?

A minor cannot use the prepaid card for the following purchases: to buy weapons, to obtain pornographic material, for betting and gambling. This is based on a sector code per business.

I received my card, now what?

Immediately sign the slip on the back of your card.

You received your card but haven’t activated it yet. To activate your card please contact GoodPay customer service at number 02 808 47 90 or you can do this yourself via https://my.goodpay.coop.

Which information must I enter to activate my card?

You will be asked to enter your 16 digit card number as well as your date of birth in the following format dd/mm/yy. For example when you were born on 1 December 1970, you have to enter 01/12/70. You can find your 16 digit card number on the front of your card. When you have correctly entered this information, your card is activated and you can use it to make effective payments.

Can I change my PIN code?

You chose the PIN code of your card during the application procedure. You cannot change it later. If you forgot your PIN code, you can request it again via https://my.goodpay.coop.

When do I have to load my card the first time?

Right after the application procedure you will be asked to load a minimum initial amount of 25 € on your card. You can do this by transfer or with a Maestro payment. The card will not be sent as long as the basic amounts is not on the account.

How can I load my card?

Money can be loaded on a card by transfer or an online Maestro payment.

Transfer: you transfer an amount, see load limits in the price list, to account number NL72 RABO 0304 9340 70 (BIC: RABONL2U). For the payment reference use identification code_ _ _/_ _ _ _/_ _ _ _ _ which you will find on the front of your card. I can take up to 6 days before the money is available on your card; this depends on how quick your bank is.

Maestro payment: via https://my.goodpay.coop the loaded amount is immediately available on your card but you pay a cost price of 2% on the loaded amount.

NewB Card to NewB Card load: loading a card for minors from a NewB Card is free but in all other cases you pay 0.01 € per transaction.

Can I load by transfer?

Transfer: you transfer an amount, see load limits in the price list, to account number NL72 RABO 0304 9340 70 (BIC: RABONL2U). For the payment reference use identification code_ _ _/_ _ _ _/_ _ _ _ _ which you will find on the front of your card. I can take up to 6 days before the money is available on your card; this depends on how quick your bank is.

Can I load by debit card?

Maestro payment: via https://my.goodpay.coop the loaded amount is immediately available on your card but you pay a cost price of 2% on the loaded amount.

Can I load a card from an ATM?

You cannot load your card via an ATM but you can get money out. The price you pay to take out money depends whether it is inside or outside the Single Euro Payments Area.

Can I load the card at a bank counter with cash money?

No because we try to make the card very fraud resistant and is not in keeping with the objective of this card.

Can I load in accordance with the “card to card” principle for adults / minors?

Yes that is possible although you do pay 0.01 €/per “card to card” loading transaction for an adult. The card of a minor can only be loaded via the card to card principle. Loading the card of a minor is therefore free of charge.

Can I load every card with the limit?

You can load every type of card with its maximum limits, except the card for minors. The card for minors shares the limits with the main card holder.

Can other people load money on my prepaid card?

Yes that is possible, someone else can load money on your card by bank transfer. This person will have to use your payment reference on the transfer. The first time it may take a while before the money is on your account, due to a security period. A check by PFS of the card holder and source of funds is at their discretion to meet their regulatory requirements.

How long does it take before the money is on my account?

By bank transfer it can take up to 2 to 6 days before your money is available on your card but it is free of charge. With a Maestro payment via https://my.goodpay.coop the amount is immediately available on your card but you pay a cost price of 2% on the loaded amount.

Can I get cash back when I pay in a shop?

Cash back with the prepaid card is not possible. This is never allowed with prepaid cards and is typical for these card types.

Can I enter a standing order to load my card?

Particularly for co-operative members who regularly use their NewB Card, it is advisable to create a standing order on your existing bank account. In this way you create a regular money transfer to the NewB Card and you avoid surprises. Always use your structured number!

Can I pay by direct debit pay with my card?

If you trust the business, follow the instructions as requested by the other party. Please remember that if the balance on your card is insufficient, the payment and therefore the possible delivery cannot be made.

Can my employer transfer my salary to my prepaid card?

No, the regulations in some countries oblige the employer to transfer the salary to a current account with a particular payment reference. This is the case in Belgium as a result of which a prepaid card number cannot possibly be used to transfer your salary.

In which shops can I pay with my card?

Approximately 35 million businesses accept your prepaid MasterCard which means you can make payments worldwide with your card. This concerns both physical businesses and webshops.

Can I pay with my card in online webshops?

Approximately 35 million businesses accept your prepaid MasterCard which means you can make payments worldwide with your card. This concerns both physical businesses and webshops.

Is paying with my card free?

You can pay with your card free of charge in all shops and webshops who accept MasterCard and if you pay in Euros. You can also pay in other currencies with your card but then you are paying an exchange rate fee of 2.15%. For card holders who are minors there are limitations in terms of the type of purchases they can make.

Can I pay in foreign currencies with my card?

Yes, you can also pay in other currencies with your card but then you are paying an exchange rate fee of 2.15%. You can pay with your card free of charge in all shops and webshops which accept MasterCard and if you pay in Euros.

How do I pay with my card?

The shop will inform you of the amount you owe for your purchase. If you agree you will be asked to insert your prepaid card into the reader. Then enter your PIN code, this is the code you chose during the application procedure. Occasionally you may also be asked to sign instead of enter your PIN code.

How can I know what the balance is?

The easiest way to find out what your balance is, is via https://my.goodpay.coop. For this, use your user name and the password you chose during the application procedure of your card.

What if the purchase amount is higher than the balance on my card?

In this case you cannot make the payment. You will have to pay the 0.10 €/per transaction because of the failed authorisation though, because there is not enough money on your account. We therefore advise you to regularly load your card via a standing order to avoid these situations

Can I use my card in all sectors?

Yes, adults can use the card in all sectors. On the other hand, card holders who are minors are unable to buy weapons, pornographic material, bet and gamble. This is based on a sector code per business.

Can I use my card to fill up at a service station?

Yes, that is possible but you need to have a minimum amount of 125.00€ on your card before you can fill up at a service station. As is the case with other cards, the service station will block a pre-authorisation of 125.00€ for a couple of minutes as a temporary guarantee, the maximum transaction cost can only be 125.00€. This means a sum of 125.00€ is temporarily reserved, maybe just for a couple of minutes, until the actual transaction has been completed.

Can I reserve a rental car with the card?

No, paying a security deposit with your prepaid card is not allowed at most car rental companies. This is the case for most prepaid cards.

You can, however:

  • Pay an advance.
  • Pay the bill after renting the car.

Can I book a hotel with the card?

Yes, that is possible if your balance is high enough to cover the expected amount and the applied margins in this sector. Your balance may be very close to the expected bill and still be refused, this is possible with all prepaid cards.

How is it possible I am unable to pay despite the MasterCard Acceptance Mark and sufficient balance?

If real-time checking of your balance is not possible:

You can only use your prepaid Card when the available balance of your card can be checked in real-time. Despite the presence of the MasterCard Acceptance Mark you are unable to pay in some (remote) toll (péage) stations, some car parks, most drinks and confectionery vending machines, most duty-free shops and the minibar of an airline.

Certain securities are still active on your card:

For car hire, booking a hotel room or filling up your car, temporary securities may be deducted from the available balance of your card. This security guarantees the trader there is a sufficient balance when he requests payment of the eventual cost price. Only when the trader releases the security, is this reservation of your available balance terminated. It is therefore important to always have enough money on your card, as is the case with all prepaid cards.

Can I pay by direct debit pay with my card?

If you trust the business, follow the instructions as requested by the other party. Please remember that if the balance on your card is insufficient, the payment and therefore the possible delivery cannot be made.

Can I make a payment to a bank account number?

No, you cannot use a prepaid card to make a payment to a bank account, including your own.

Can I make contactless payments with my card?

Yes, if the device has the following sign )))) you can make contactless payments with your card. Your prepaid card has this function, you can recognise it by this logo )))) on the front of your bank card.

What are contactless payments?

For this form of payment you briefly need to hold the card close to the payment device to confirm your purchase. For amounts less than 25.00 € you don’t need a PIN code, for higher amounts you do. You can do this a number of times until you reach a total maximum amount of 50.00 €, afterwards you need to use your PIN code again.

Example:

      • 25.00 € + 10.00 € + 9.00 € + 10.00 € = 54.00 €
      • Since the total amount is higher than 50.00 €, you will have to use your PIN code to confirm the last payment.

How can I make contactless payments?

By briefly holding your prepaid card close to the payment device, approximately 4 cm, where you find the logo.

Where can I make contactless payments?

More and more places accept contactless payments. These payment devices have the following logo)))). This sign is usually depicted on the side of the screen of the device.

Which amounts can I spend via contactless payment?

Contactless payment are possible for amounts under 25.00€. As soon as you exceed this amount you need to confirm payment with your PIN code. You can do this a number of times until you reach a total maximum amount of 50.00 €, afterwards you need to use your PIN code again.

Example:

      • 25.00 € + 10.00 € + 9.00 € + 10.00 € = 54.00 €
      • Since the total amount is higher than 50.00 €, you will have to use your PIN code to confirm the last payment.

What if I lose my card?

Immediately block your card when you’ve lost it or when you suspect misuse of your card. You can temporarily or permanently block your card by calling the GoodPay customer service number 02 808 47 90 or do this yourself via https://my.goodpay.coop.

Attention: temporarily blocking your card does not mean there are no costs.

Can I switch this payment function on and off?

This function is standard on your card and cannot be switched off.

Where and how can I withdraw money with my card?

You can withdraw money from all ATMs with the MasterCard / Cirrus logo but this is not free of charge. To withdraw money in Belgium and in the Single Euro Payments Area you pay 3 € per withdrawal, outside the Single Euro Payments Area you pay 3 € per withdrawal plus an exchange rate fee of 2.15%.

What does ATM mean?

ATM means “Automatic Teller Machine”. You cannot load your card via an ATM but you can get money out. The price you pay to take out money depends on whether it is inside or outside the Single Euro Payments Area.

Where can I find an ATM – ATM Locator?

With more than one million ATMs spread over 210 countries you never have to go far to find a machine with the MasterCard / Cirrus logo.

You can check the following websites for ATM locations per country:

In Dutch: https://mastercard.com/be/personal/nl/cardholderservice/atmlocations/index.html

In French: https://mastercard.com/be/personal/fr/cardholderservice/atmlocations/index.html

In English:https://mastercard.com/be/personal/en/cardholderservice/atmlocations/index.htm

Do I have to use my PIN code when I go to an ATM?

To withdraw money from an ATM you always need your PIN code. If you forgot your PIN code you can request it again via https://my.goodpay.coop.

What does it cost to withdraw money with my card?

To withdraw money in Belgium and in the Single Euro Payments Area you pay 3 € per withdrawal, outside the Single Euro Payments Area you pay 3 € per withdrawal plus an exchange rate fee of 2.15%.

If I don’t withdraw any cash money for a whole year, do I get a premium?

NewB wants to actively advocate a cash-poor society. Coins and notes are expensive and unsafe. This is why we reward active card holders (who used the card at least once a week) every year with a premium of € 2.50 if they do not withdraw cash from ATMs in Belgium with their NewB Card.

What is a prepaid card?

A prepaid card is a card you have to put money on before you can use it. This implies you can only make payments if you prepaid card has sufficient funds. Your prepaid card is therefore perfectly suited to help with your day-to-day budget management, you can never spend more than what you have.

Through which channels can I view and change my personal details?

What does IVR mean?

IVR stands for “Interactive Voice Responding”. This is a telephone application to carry out management functions using the keys on your telephone. The IVR system was set up to increase the accessibility of our company. This means we are available 24/7. Various menus take you to the correct function without the help of a human operator or connect you with the GoodPay customer service.

Through which channels can I consult my card information?

You can consult your card information via https://my.goodpay.coop, and via IVR.

Through which channels can I consult my card balance?

You can consult your card balance via https://my.goodpay.coop, and via IVR.

What data can I check via IVR?

This channel allows you to check the following information:

      • Terminate the card.
      • Check your balance.
      • Activate your card.
      • To connect to the GoodPay customer service.

What data can I check via http://my.goodpay.coop?

This channel allows you to do the following:

      • Order an additional card.
      • Check a transaction.
      • Request a PIN code.
      • Block and unblock your card.
      • Terminate the card.
      • Check your balance.
      • Load online.
      • Consult your own account.
      • Consult the account of the other card holders.
      • Upgrade the card type.
      • View the ecological footprint.
      • Card activation.

Can I make a print-out of my payment traffic?

Yes, you can always make a print-out in PDF format or make a print screen.

Can I change/request my PIN code?

You chose the PIN code of your card during the application procedure. You cannot change it later. If you forgot your PIN code, you can request it again via https://my.goodpay.coop

Can I view my transactions and thus check my expenditure?

You can check your expenditure via https://my.goodpay.coop, a list of the transactions on your card is shown.

What about my Good Gift?

With every payment you make you support the charity you specified for free. For every payment with your NewB Card, 5 cents is donated to a NewB member-organisation of your choice. You don’t donate this money, the issuer of the card does. You can change the charity at any moment and once a year. On 30 November at 12.00 p.m. NewB lays down the charity for the current year. Still not chosen a charity, then the money stays with NewB. Also a charity of course.

What does “My ecological footprint” mean?

The NewB Card not only gives you an overview of your payments, but also gives you an indication of the ecological footprint of your purchases. This indication will gradually be developed in co-operation with our ecological partners. Every time you use your bank card, you are consuming. This might be good for the economy but not necessarily for the environment. This is why NewB wants to raise its co-operative members’ consumption eco-awareness.

What happens when I have reached my maximum load limit?

Take into account a number of limits which may differ depending on the card. If you exceed one of these limits, the surplus is refunded to the original account.

Does my card have limits?

For reasons of security and European regulations there are limits to the money you can transfer to your NewB Card. Take into account a number of limits which may differ depending on the card. If you exceed one of these limits, the surplus is refunded to the original account.  

Can I guarantee the other card holders that I am unable to see their transactions?

No quite the contrary, as main card holder you can see the transactions of the other cards. Don’t forget that as main card holder you are responsible for all bank cards on your account.

You can view all transactions via https://my.goodpay.coop.

Who is responsible for the card(s)?

The main card holder is responsible for all cards and their us. You can view all transactions of all cards via https://my.goodpay.coop.

How many cards can I apply for?

When you choose the NewB Card you can apply for up to 3 cards on your account. These cards are available in personalised and non-personalised version. Both virtual and physical cards are available.

Can I switch from a virtual card to a physical card?

Yes, you can switch from a virtual to a physical card without any problem, you can even have both cards at the same time.

Can I apply for both a virtual card and a physical card?

Yes, you can have both cards at the same time but you can also choose a particular type of card.

Can I upgrade a Start Card to a NewB Card?

You can switch from a Start Card to a NewB Card without any problem but then you need to send your proof of identity and domicile for verification.

Can I get a Start Card after my NewB Card?

No, that is not possible.

What if my card has expired?

If one month before the expiry date of your card you have not received a new card, contact the GoodPay customer service at 02 808 47 90.

What must I do if I don’t want to use the card any longer?

If you don’t want to use the card any longer, please contact the GoodPay customer service at 02 808 47 90. € 5 will be charged to terminate the card.

Is a prepaid card safe to use?

Yes, a prepaid card is very safe if you take into account the following.

      • Keep your card in a safe place.
      • Keep your PIN code secret and don’t share it with anyone.
      • Keep your card and PIN code separate from each other.
      • Make sure that when you use the card and/or PIN code nobody is watching you.

Can I temporarily or permanently block my card?

Immediately block your card when you’ve lost it, when you are not sure your PIN code is still secret or when you suspect misuse of your card. You can temporarily or permanently block your card by calling the GoodPay customer service at the number 02 808 47 90 or do this yourself via https://my.goodpay.coop.

Attention: temporarily blocking your card does not mean there are no costs.

What does PFS and/or NewB do with my personal details?

The information that was requested such as your name, address, date of birth, e-mail address, phone number and all other documents are solely for identification and verification purposes. Only PFS and NewB will use this information and it will never be shared with third parties unless we are required to do so by law.

What do I need to know about the non-personalised card and my privacy?

Many people are worried about how companies handle their personal details. That is why there is a special “no name” version of your NewB Card. With this card the business is unable to identify you in his data system through your payment. You can only get this version as an additional card after you sent your proof of identity and domicile for your first card. You can still use your first personalised card at businesses you trust with your personal details.

I suspect misuse of my card, now what?

Immediately block your card when you expect misuse of your card. You can temporarily or permanently block your card by calling the GoodPay customer service number 02 808 47 90 or do this yourself via https://my.goodpay.coop.

Attention: temporarily blocking your card does not mean there are no costs.

I ordered my card but have not received it yet?

After the application procedure and first initial load of at least 25.00 €, it takes approximately 10 days before you receive your card.

I forgot my PIN code?

If you forgot your PIN code, you can request it again via https://my.goodpay.coop.

My PIN code is no longer safe?

Immediately block your card if you suspect your PIN code is no longer a secret. You can temporarily or permanently block your card by calling the GoodPay customer service number 02 808 47 90 or do this yourself via https://my.goodpay.coop.

Attention: temporarily blocking your card does not mean there are no costs.

I lost my card?

Immediately block your card when you lose it. You can temporarily or permanently block your card by calling the GoodPay customer service number 02 808 47 90 or do this yourself via https://my.goodpay.coop. Attention: temporarily blocking your card does not mean there are no costs.

I have problems with my card / my card is broken?

If you have a problem with your card, immediately contact the GoodPay customer service at the number 02 808 47 90.

Money was taken from my card without authorisation?

Immediately contact the GoodPay customer service to report this problem and to find a solution together.

How long does it take to replace a card?

After ordering your replacement card via the GoodPay customer service at 02 808 47 90, it takes approximately 10 days before you get your new card.

Does my card have an expiry date?

All physical GoodPay prepaid cards have a limited lifespan of 5 years. The expiry date is available on the back of the card. For example, 02 2029, means February 2029.

What if my card has expired and I still haven’t received a replacement card?

If you still have not received a new card one month before the expiry date of your old card, please contact the GoodPay customer service at 02 808 47 90.

What happens to the money on my old card when I activate a new card?

All the money on your old card will be transferred after activation of your new card.

What material is my card made of?

The body of your card is made of a renewable material called “Poly Lactic Acid” (PLA) and comes from corn.

You can read more about this at:

http://www.gemalto.com/financial /cards/eco-card.

What about Genetically Modified Organism (GMO)? Does the PLA comes from Genetically Modified corn?

  • We requested our suppliers to process PLA made from 100% non GMO corn, but today our leverage is limited due to volumes ordered; consequently, GMO and non GMO corns are mixed during the production process.
  • However, for every kg of PLA that is used for our cards, the PLA producer has committed to buy and grow the equivalent amount of conventional corn (non-GMO), so the more PLA we buy the more non GMO corn will be grown.
  • Anyway, PLA in general does not require corn but only a sugar source. In the future this could include cellulosic raw materials, agricultural wastes and non-food plants.

You can read more about this at:

Is my card fully degradable?

  • Polylactic acid (PLA), a plastic substitute, non-petroleum based, is biodegradable and recyclable.
  • PLA card bodies would degrade in municipal and industrial composting facilities but are too thick compared to other bio waste and will degrade too slowly. In addition, a number of parts of the NewB card are currently not yet biodegradable such as the magnetic stripe, hologram and chip. Thus, the cards are not currently accepted in composting facilities.
  • Incineration is another end-of-life option. When it is incinerated, PLA does not emit any toxic fumes.
  • PLA is recyclable and some channels are currently being put in place.

You can read more about this at:

What with the CO2 emission linked to PLA material?

PLA production emits 3 times less CO2 than PVC usually used for standard card bodies.

You can read more about this at:

What happens when the card comes into contact with water?

Nothing, your card is water-resistant.

What are the limits of the cards?

(Re)loading the Start Card:

  • Minimum 25.00 € as initial load amount and minimum load amount.
  • Maximum available amount  on the card in Belgium, is  1,000.00 €
  • Maximum annual load up to 2,500 €
  • Maximum load amount per day is 1,000.00 €
  • Maximum expenditure is 1,000.00 € per transaction per day
  • Maximum 3 loads a day (24 hours)
  • Maximum 3 cash withdrawals a day.
  • Maximum 30 transactions a day (online & offline)
  • Maximum 600.00 € in cash withdrawals a day

(Re)loading the NewB Card:

  • Minimum 25.00 € as initial load amount and minimum load amount.
  • Maximum available amount on the card is 1,000.00 €
  • Maximum annual load  up to 50,000,000 € (last 365 days)
  • Maximum load amount per day is 4,000.00 €
  • Maximum expenditure is 5,000.00 € per transaction per day
  • Maximum 3 loads a day (24 hours)
  • Maximum 3 cash withdrawals a day.
  • Maximum 30 transactions a day (online & offline)
  • Maximum 600.00 € in cash withdrawals a day.

What are the prices and the costs? (virtual and physical cards)

The first card for a co-operative shareholder is always free, this applies to both the physical and the virtual card.

You can find the full price list at: https://www.goodpay.coop/rates-and-limits/.

Important! Costs can only be charged to your prepaid card. You will never receive a payment request or invoice of MasterCard, Prepaid Financial Services Ltd or NewB for outstanding NewB card expenses.

More useful information is available on the website www.goodpay.coop, such as the General Terms and Conditions, which you accepted when you applied for the card.

If you cannot find a clear answer in this list you can always contact the GoodPay customer service at number 02 808 47 90.

Contact and when available

You can reach us via IVR: 24/7, also during weekends and public holidays.

We can be contacted in 4 languages: French, Dutch, German and English.

If you want to talk to somebody of the GoodPay customer service for support in French, Dutch or German:

Call the number 02 808 47 90

  • Monday – Friday: between 10.00 am – 18.00 pm (Belgian time)
  • Closed on Saturday, Sunday and on UK public holidays.