Using Neosurf to deposit

Neosurf is a pre-paid voucher that allows you to deposit on your user account without giving any of your bank or personal details.

You can buy Neosurf vouchers in more than 100,000 outlets around the world. You can find your nearest point of sale here.

It's possible to use the full voucher amount or to split the amount into several deposits using the same PIN code. You can also combine vouchers or transfer any leftover balances to a new voucher up to a maximum of €250 (or equivalent) by visiting this website.

How can I combine the balance of different vouchers?

If you want to use several vouchers to make a single deposit, follow these instructions:

1. Go to the Neosurf website
2. Click on 'My Card'.
3. Enter the PIN code of the voucher you would like to add funds to and select 'Submit'.
4. Choose the 'Transfer credit' option.
5. Enter the PIN code of the voucher that you want to use and confirm hitting 'Submit'.

The maximum balance a voucher can have at any time is €250 or equivalent. Keep that limit in mind when combining different vouchers.

Do I pay any fees for using Neosurf?

There are two types of fees that may be applied when using Neosurf:

• Inactivity fees: Neosurf will apply a €2 (or equivalent) monthly inactivity fee if:
  • There are no transactions 12 months after the voucher purchase.
  • There are no transactions 6 months after the last use.
• Currency exchange fees: We’ll debit the voucher according to the exchange rate at that moment, plus an exchange fee for all currencies other than euros. The exchange fee is 2% for all currencies except Zloty, which has a 3% fee.

Keep these timeframes and information in mind to avoid unnecessary fees.

How do I deposit with Neosurf?

Depositing with Neosurf is easy. Once you've purchased your Neosurf voucher, follow these steps:

1. Log in to your user account and go to the 'Cashier'. If you're using our website or our mobile app:
   
2. Select the ‘Neosurf’ logo.
3. Choose your preferred currency.
4. Pick one of the suggested deposit amounts or enter a different one in the field.
5. Add your bonus code (if available) and press the green button to continue.
6. You will be redirected to Neosurf. Insert the Voucher PIN and finalize your transaction.

If the code entered is valid and the voucher has sufficient funds, we’ll credit the amount right away.

I didn't receive my Neosurf deposit. What should I do?

If you deposited and didn’t receive the funds, first, you'll need to confirm the status of the transaction on the Neosurf website. To do this, follow these steps:

1. Go to the Neosurf website.
2. Log in using your voucher's number.
3. Click on 'My Card'.
4. Select 'Account History'.
5. Here you’ll see all successful transactions made with that voucher.

All approved deposits with us are listed there with the corresponding transaction ID:

• If you were charged but didn't receive the funds, please contact us with the transaction ID of your deposit.
• If you cannot see any approved transaction there, it means the voucher wasn’t debited. Please try to deposit again.