Frequently asked questions

General

Profee is a payment system, created by professionals in fin-tech and e-commerce services. It is a platform launched for fast and secure payments. Profee brand is registered as a company trademark under Sibilla Solutions Ltd. Sibilla Solutions Ltd is regulated as an EMI by the Central Bank of Cyprus, license number 115.1.3.16/2018. Sibilla Solutions Ltd is a private company registered in the Republic of Cyprus.

Profee is designed to meet your needs: from an ordinary Internet user to a large online shop. You may use Profee to pay for goods and services online, accept payments or even reward your employees.

No, we are not a bank. Profee service is rather offered under the company’s operating license as an electronic money institution (license number: 115.1.13.16/2018).

To become a Profee account owner you need to provide us with your name, residential address, nationality, mobile phone number, date of birth, e-mail address. The aforementioned list of requirements is not exhaustive. We may also ask you to provide documents which we will use to verify your identity. Once registered, you will be able to accept and transfer funds subject to the daily and annual limits that apply to your account level.

The company’s operating license is issued in the Republic of Cyprus and extended to the rest of the EU member states as well as the UK. We have plans to expand the service into other regions soon, so stay tuned.

Once you have successfully created your account, you can access it from anywhere in the world where there is global internet connection and local restrictions do not apply.

A Profee account is an electronic wallet that securely stores users’ payment information for numerous payment methods and websites. Profee also offers electronic and plastic cards, which can be used for transactions made at POS terminals, ATMs as well as online through a computer or smartphone or tablet pc.

Electronic Money is electronically, including magnetically, stored monetary value as represented by a claim on the issuer, which is issued on receipt of funds for the purpose of making payment transactions and which is accepted by a natural or legal person other than the issuer of electronic money.

You can contact our customer support team by email help@profee.com, by using our contact form or by calling +357 22 026 900.

My Profee

You can easily and quickly register for a personal account with Profee via our online registration form. When registering at Profee, other than your First name and Last name, you will have to provide your residential address, nationality, mobile phone number, date of birth, e-mail address. The aforementioned list of requirements is not exhaustive.

During registration an authorization code will be sent to the mobile phone you provided, which you will have to enter in the form to proceed. It is, therefore, of high importance to provide valid contact details.

You must be 18 or over to open a Profee account. We do not currently offer accounts to minors. When you ask us to open an account, we or someone acting for us will ask for information about you and where the money you will put in your account comes from. We do this for a number of reasons, including to check your identity, and to meet our legal and regulatory requirements. Our Privacy Policy explains more about how we use your information for these and other purposes. When we have the information we need, we will open your account.

You can’t:

  • open more than one Profee personal account;
  • open a new Profee account if we’ve previously closed your Profee account.

Individuals who wish to open a Profee account must be at least 18 years old.

To provide services under the agreement we need to collect information about you. Under data protection law, we are what is known as the ‘data controller’ of your personal information. For more information about how we use your personal information, see our “Privacy Policy”.

Our policies and procedures are designed to protect both your confidentiality and the security of your information, including your private personal information. We store and process your personal information using third-party servers located in secure data centres, that are protected by firewalls and have restricted access in compliance with applicable regulations. All data passed between Profee mobile apps, our servers, and third parties use certain SSL encryption protocols.

Profee is PCI DSS Level 1 Service Provider certified, that ensured the security of card data according to the international standards.

Your account can be thought of as a Digital account that holds your e-money. It may hold e-money in different currencies at the same time (currently we support Euro, US Dollar, Pound Sterling and Russian Rouble). These balances can be accessed simultaneously.

When you give us money, we’ll issue an equivalent value of e-money in the currency you choose. We’ll store the e-money in your account and other people will accept it as payment.

Currently, your account is not linked to a unique IBAN number like the case with banks. You are rather given your own unique Profee account number. You do not need to remember this number in order to execute a payment.

Secure password is the best way to protect your account!

  • Secure password contains at least 8 characters.
  • To make the password longer, you can write your favourite recipe in one line like: 3Eggs-1tspOil-1tspButter.
  • Use both uppercase and lowercase letters. For example, you can MiX uPpErCaSe AnD lOwErCaSe.
  • Do not forget about numbers — try mixing the event and its date like: A1p9O6l9Lo!
  • Make sure to add special characters, too. You can use them inste@d of letter$ or just add a smiley :)

We offer two types of accounts: Personal and Merchant.

personal account can only be opened under the name of a natural or legal person for his/her personal use. It is prohibited to use this account for commercial purposes (for the interest of a legal entity).

merchant account is registered under a legal entity to accept/send payments for goods, services, or any other work performed for commercial purposes. When applying for this account the details of the company, the company’s authorised representative(s) and signatory(ies), as well as relevant copies of the corporate documents will be required.

There are three levels of Profee accounts: “Basic”, “Plus” and “Premium”. Stepping up a level gives you higher limits and more functionalities.

All account levels are offered for free. In order to upgrade your level, you have to provide us with additional information.

The “Basic” level is available upon registration, thus giving you the opportunity to try our service. immediately after creating your account online.A “Basic” level will give you a spending limit within Profee of €150 (or the equivalent currency) per month.

In order to upgrade your account to  “Plus”, we need you to confirm your personal data. When applying for an upgrade, you are required to submit documents to support your identity and address. By having a “Plus” level of account, you are eligible to issue a Prepaid Digital card, which is directly linked to your wallet. At the same time, a  “Plus” account will give you access to more Profee functions limited to an annual limit of €15 000 (or the equivalent currency).

For the “Premium” level, you have to additionally provide us with information on the source of your funds.

You can learn more here.

All Customers who register with Profee receive a “Basic” account. Basic accounts allow you to deposit quickly and transfer funds to any online merchant or to friends and family. However, to take full advantage of Profee services, including higher limits and most importantly eligibility for the issuance of a Prepaid Digital card, you will need to upgrade the level of your account.

The lifetime funding limit of a “Basic” account is €150/month (or the equivalent currency). This means that the sum of all credits into your account each month cannot exceed €150 (or the equivalent currency) including any deposits, transfers from other websites or transfers from friends. In addition to the cumulative lifetime funding limit, “Basic” account holders also have lifetime limits for each of various types of transactions. At the same time, withdrawal transactions from a “Basic” account out of the Profee ecosystem are limited to €50 per transaction.

You can view the limits of your account after signing in via the app or the website.

To increase your limits and have more flexibility in your Profee account, simply upgrade your account by uploading your ID documents.

In order to issue Profee card and increase your account limit to €15 000 per year, you need to upload documents confirming your personal data. You can do this by following three simple steps:

Step 1. Collect your documents

You need to provide copies of two DIFFERENT documents: to confirm your identity and the place of residence. If your documents are not in English or Greek, please, provide notarised translations in any of these 3 languages. To find out if the language in which your documents are issued is accepted, you can contact our customer support.

Documents proving your identity:

  • International Passport
  • Identity Card (applicable only for EU citizens)
  • Internal Passport (if applicable)

Documents proving your residency*:

  • Utility Bill (Electricity Authority, Waterboard, Landline)
  • Internal Passport (if applicable, both the page with your photo and identity details as well as the address details are required)**;
  • House insurance
  • Municipal tax bill
  • Bank account statement

* The document should be issued within last 3 months (except for the internal passport).\ ** Only if you did not use the internal passport in the previous step (you need copies of two DIFFERENT documents).

Step 2. Upgrade your account

Log in to your Profee account and select the option “Upgrade your account”. This will redirect you to a list of documents required, click on the button “Continue” and follow the instructions provided to upload photos of your personal documents.

Step 3. Wait for approval

As soon as you complete the process, our specialists will receive your request to upgrade the level of your account. The timeframe for reviewing your request may take up to 5 business days. Once your account is updated you will receive an SMS message.

To verify your identity as a part of the Profee account verification process, you will need to upload a valid government-issued photo ID document.

We accept the following identity verification documents:

  • Passports;
  • National Identity cards (applies only for EU nationals).

Important requirements for your identity verification document

  • Your ID document should be valid (do not submit/upload any expired documents);
  • Your ID document should be a colour copy;
  • We should be able to see your photo, full name, birth date, signature and the document number;
  • he resolution of the copy should be easy to read and should display all four edges of the document;
  • The copy should be submitted in a *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf file format.

We stress out the following:

  • Passports should be opened on the page with your photo and passport number;
  • When submitting an ID card which contains personal details or issue/expiry date on the back side, be sure to include separate images of the front and the back side of the document.
  • A utility bill issued within the last 90 days (for heating, electricity, water, cable, landline telephone, internet, sewer, gas, etc.);

  • An original printed or electronically generated statement from your financial institution (bank, credit/debit card, mortgage, investments, house insurance — please note we do not accept statements from purely online financial institutions) issued within the past 90 days;

  • A signed and stamped letter or electronically generated document from your financial institution issued within the past 90 days confirming your account with them, your address and your full name;

  • Any government correspondence (including tax documents, certificates of residence, council tax bills, court documents, pension bills, government-issued loans), issued within the past 3 months;

  • Internal passport (if it has not been provided as proof of identity) — when submitting an internal passport make sure that the internal page mentioning the address is also uploaded;

We point out that mobile phone bills/invoices, medical bills, health/medical and other personal insurance policies, receipts for purchases are not accepted.

Other important requirements for your proof of address:

  • The document should contain your full name, current address and a document issue date;

  • The issuing institution’s name, website and/or logo must be visible;

  • Documents received in electronic form can be accepted;

Тhe copy should be submitted in a *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf file format.

You need to verify your identity in order to increase your account level and be able to use your Profee account more broadly. This approach is in line with a regulation used extensively in the financial services community and is commonly known as ’Know Your Customer’ (KYC). This is the process of a business verifying the identity of its clients. It is simply an anti-corruption and anti-fraud measure. It further enhances security and gives the company the ability to serve you better.

We are regulated and authorised by the Central Bank of Cyprus. As a regulated electronic money institution, we need to know who is using our system. That’s the main reason we ask you to provide proof of your identification and proof of your address. This makes things more secure for all members by helping to prevent fraud or identity theft.

To review your application for an upgraded account, we need to check your submitted documents, which usually takes from 1 to 5 business days.

Profee applies two types of limits. These are time limits (24hrs, monthly and annual) and transaction type limits (top-up/withdrawal). The limits define the amount and type of a transaction that can be executed in a day/month/year. Thus, limits may change based on each account level and specific transaction types.

The limits on your account depend on the account you maintain. The higher the account level the higher the available limits.

All new users receive a “Basic” account. Customers may then upgrade to a “Plus” account which offers more features and benefits, including higher limits. Thus, holders of a “Basic” account can only transact with up to €150/month (or the equivalent currency) whereas holders of a “Premium” account can transact up to €100.000 per year (or the equivalent currency). These, however, are generic limits.

Please sign in to your Profee account to review your own specific limits.

You can find out more about this on our “Account levels” page.

You can log in to your account from the Profee website or the mobile app using the mobile phone number provided during registration, along with your password.

As an additional security measure, once you entered your phone number and password correctly, you will receive an SMS which contains a unique number that you must type in to access your account.

If you already have an account with Profee, you’ve tried logging into you account but did not succeed it may be because you forgot your login details. In that case follow our automatic password recovery option.

It may also be possible that you entered a wrong password or SMS code more than 3 times in a row. In this case, your account is automatically locked for 3 hours for security reasons.

You can easily recover your account password in the “Forget password” menu on authorization page.

After you sign in, please read and follow carefully the recommendations on a password change under the “Profile” menu, designated as “Change Password”.

If you are already logged in, you can reset your Profee password by following our automated password reset procedure by clicking on the “Change password” tab in your profile settings. You will then simply have to follow the instructions given on the screen.

If you have forgotten your existing password, click on the “Forgot password” link. Enter the phone number registered on your Profee account, select the “I am not a robot” tab and hit “Reset your password”. You then simply have to follow the instructions given.

If you are unable to complete the procedure using the automatic process, contact us via email at, help@profee.com and our team will make sure to assist you accordingly.

If we are unable to verify the information provided for your account or due to other significant reasons that may prevent our cooperation (for example, you already have an active Profee account), we reserve the right to block your account on the basis of our Terms and Conditions of Service.

You have to first sign in to your account using our website or our mobile app. The balance of each subaccount is always displayed on the main screen.

This is a five-digit code we send to you by SMS when you log in or perform an operation on the Profee website or mobile application. This way we can make sure that it is you and not any other person trying to enter your account. We do recommend setting a password on your mobile phone and never share the SMS code to prevent unauthorized access to your account.

You can close your account and end the agreement with us at any time by letting us know. You can do this by writing to us at our head office or by sending an email to help@profee.com.

You will still have to pay any charges you’ve run up (for example, if you have any pending transactions). We may also charge you any cancellation fees that apply to other agreements you’ve entered into with us, if any.

When you inform us about your request to close your account, we will give you the opportunity to withdraw the money we hold for you.

If you opt to close your account with us, the same phone number cannot be used to register for the service again in the future.

If you have a Profee card and want to cancel it, you can contact us any time at help@profee.com. Our team will proceed with the further instructions.

If you have closed your account and need a bank statement, please get in touch with our Customer Support by email at help@profee.com.

Our Customer Support team is currently available during office hours, Monday through Friday from 09:00 until 21:00 (GMT +3).

You can reach our Customer Support team by telephone (22 000 253), email help@profee.com or chat via the Profee application for Android and iOS.

Operations

If you chose to withdraw funds from your Profee account with a wire transfer, we would like to inform you that we have to check and approve the said account before we execute the transfer. In that respect, one of our executives may contact you in order to provide further supporting evidence.

Please note that the minimum acceptable amount for the wire transfer is specified in Schedule 1 to the User Agreement (plus any bank charges and/or fees).

The maximum amount for each transfer, however, is based on the daily/annual limit of your account maintained with Profee.

Thus, if the transferred amount exceeds your respective limits you will be required to pass through a verification procedure. In the event that you refuse to comply with this requirement, the transaction will not be processed by Profee. The funds will be maintained in our Client Funds’ Accounts until the verification procedure is completed. Please note that you maintain every right to cancel this transaction if you wish.

Please also note that your banking institution may charge you for performing this transfer.

We would also like to stress out that a wire transfer is not equivalent to an online payment. As such the funds may need up to five (5) business days to reach your bank account. The balance of your Profee account, however, will be reduced soon after the request for a withdrawal via wire transfer is placed into the system.

We further inform you that Sibilla Solutions Ltd does not accept to execute any wire transfer to a banking institution based in any of the countries identified as high risk by the FATF or the EU or the US or the UN in terms of facilitating Money Laundering or Terrorist Financing. Therefore, any transfer targeted to these countries will be blocked and not executed.

Profee supports/offers balances in 4 different currencies: Euro, US Dollar, Pound Sterling and Russian Rouble. You can top up each balance using any of the following methods:

1. Credit/debit card deposits

Profee supports popular international and local card types: VISA, Mastercard®, Maestro, though some may experience certain restrictions, depending on your country of residence. Credit and debit card deposits are instant and available worldwide subject to conditions. Card deposits are instant but please note your first deposit may require identity verification. Card deposits should originate from a credit/debit, Digital or prepaid card issued in the name of the Profee account holder.

2. Bank transfers

Profee customers can top-up accounts with bank transfers from a bank account. This deposit option is available for almost all countries. We do not accept funds originating from banking institutions based in any of the countries identified as high risk by the FATF or the EU or the US or the UN in terms of facilitating Money Laundering or Terrorist Financing. Bank transfers must originate from a bank account held in the name of the Profee account holder. Local and international bank transfers may take up to 2 to 5 business days (excluding weekends and national holidays).

3. Alternative Payment Methods

For more information, please visit the “Top-up” section in your Profee account to view all the possibilities or consult our Customer Support.

Profee does not accept personal checks, money orders or payments in cash.

Credit/debit card deposits and bank transfers are commission free, whereas a fee is applied when using alternative payment methods.

We support several withdrawal options that you can use in order to withdraw funds from your Profee account.

1. Profee to Profee transfer

You can instantly send money to another Profee user using just their telephone number. You can also send funds to other Profee users via the ‘’Nearby people’’ function in your wallet. A third option to send funds to other users is the ‘’Scan QR code’’ option. These options are available to all Profee customers

2. Online payments with Profee Digital Card

Issue a Profee Digital Card using the available balance on your account and make online purchases wherever Mastercard® and/ or Visa is accepted.

3. Withdrawal to a bank account

You can transfer funds from your Profee account directly to your bank account.

4. Withdrawal to a card

This option allows you to quickly transfer funds from your Profee account to your VISA or Mastercard® card. We would like to point out that a restriction applies in this method as you can only use the card that was previously used to top-up your account.

5. Withdrawal to APMs

This is an instant withdrawal option allowing you to transfer funds from your Profee account to another payment method or system you may maintain an account with. The transaction is initiated into that wallet as a deposit and the funds are instantly transferred.

6. Transfer to a merchant

This is an instant withdrawal option allowing you to transfer funds to a merchant site while paying a bill from a merchant.

With Profee you can send money to family & friends wherever they are. It is simple, instant and safe. All you need is a valid telephone number. Profee offers three ways of sending money from your account to other accounts.

When you send money to individual customers, they need an account with Profee to collect their funds. If the recipient does not have a Profee account yet, they will need to create one first — a process that takes less than a minute.

To send funds to other Profee users you should follow the steps below:

1. Via Telephone number:

  1. Sign in to your account on the website or via mobile application.

  2. Select the relevant subaccount from the drop-down list on the top of the page and select the option “Send” → “Profee”.

  3. You will be redirected to the „Transfer” page, where you will be asked to enter the amount and the recipient’s phone number.

Please double check the recipient’s phone number before you confirm the transaction.

2. Via the option “Nearby people”:

  1. Sign in to your account on the website or via mobile application.

  2. Select the “Profile” tab located on the bottom of your Profee account.

  3. Turn the “Nearby people” option on and make sure the recipient does the same through their account.

  4. Select the relevant subaccount from the drop-down list on the top of the page and select the option “Send” → “Nearby people”.

  5. Click on the name of the recipient as soon as that shows up.

  6. You will be redirected to the „Transfer“ page, where you will be asked to enter the amount.

3. Via the QR code:

  1. Sign in to your account on the website or via mobile application.

  2. Select the relevant subaccount from the drop-down list on the top of the page and select the option “Send” → “Scan QR code”.

  3. Scan the QR code of the recipient’s account which can be found in the “Profile” above their name.

  4. You will be redirected to the “Transfer” page, where you will be asked to enter the amount.

You have the option to transfer funds to a person who is not yet a holder of a Profee account via the interface of your account. The recipient will receive an SMS on the mobile phone number designated during the transaction and will have 48 hours to register for an account and claim the amount. If the recipient fails to create an account in 48 hours, the funds are returned to the sender.

You can request funds from another Profee user from the interface of your Profee account by sending a link via SMS or social media.

Withdrawals to bank account are available in the countries where Profee provides payment services. You can transfer funds from your Profee digital wallet to personal bank accounts registered under your name across the world.

To initiate a withdrawal to your bank account, follow the steps below:

  1. Sign in to your Profee account on PC.
  2. Click on the option “Send” located on the top of your Profee account.
  3. Choose “Bank Account”.
  4. Enter the amount to be withdrawn and then type your Bank Account details.
  5. To finalize your withdrawal, click on “Pay”.

If you choose to withdraw funds from your account with a wire transfer, we would like to inform you that we have to check and approve the said account before we execute the transfer. In that respect, one of our executives may contact you in order to provide further supporting evidence.

Please note that the minimum acceptable amount for the wire transfer is specified in Schedule 1 to the User Agreement (plus any bank charges and/or fees).

The maximum amount for each transfer, however, is based on the daily/annual limit of your account maintained with ProFee. Thus, if the transferred amount exceeds your respective limits, the transaction will not be processed by Profee and the funds will be maintained in our Client Funds Account. In this case you can either complete the verification procedure to proceed with the transfer or cancel the transaction.

Depending on your country of residence and the currency of your bank account, your withdrawal can be processed as local or international. Thus, please also note that your banking institution may charge you for performing this transfer.

We would also like to stress out that a wire transfer is not equivalent to an online payment. As such the funds may need up to five (5) business days to reach your bank account. The balance of your account, however, will be reduced soon after the request for a withdrawal via wire transfer is placed into the system.

Important! We further inform you that we do not accept to execute any wire transfer to a banking institution based in any of the countries identified as high risk by the FATF or the EU or the US or the UN in terms of facilitating Money Laundering or Terrorist Financing. Therefore, any transfer targeted to these countries will be blocked and not executed.

There are two main options allowing you to easily transfer funds to a merchant website using your Profee account:

  • Using your existing account balance (in case there is no balance you can always top-up your account using one of the available funding options)

  • Using your card connected to your Profee account (“Cards by Profee”)

In order to transfer funds to a merchant website follow the steps below:

  1. Select the product that you want to purchase from the merchant’s site and go to the check-out page section on the merchant site;
  2. Select Profee payment option. By doing this you will be prompted to log into your Profee account;
  3. If you have sufficient balance to cover the payment, you can choose to pay from your Profee account balance. If not, you can choose one of the available upload options and complete the payment by providing the requested payment information;
  4. In order to finalize the transaction, click on the “Pay” button.

Transfers to a merchant website are instant. As soon as your transaction is processed, a screen informing you that you have made a successful payment will appear.

It is very rare, but once in a while a merchant might not be able to locate money you have transferred to them. This may be caused by communication errors.

Please contact our Customer Support at help@profee.com if this happens. We can locate your transaction and provide you with the relevant transaction ID to confirm that the merchant actually received the funds. You would then need to contact the merchant website and provide them with this transaction ID, which they can use to locate your funds and credit them to you.

Yes, we do.

The currency conversion feature allows you to hold balances in all supported fiat currencies and exchange between them within your Profee wallet in real time and with great market rates.

You can do so via the “Exchange” tab in your account. Select the currencies you would like to exchange from and to, type the amount and confirm. It’s that simple. A separate balance for each currency will be created upon completing the transaction and you may use it to make transfers to merchant websites and other Profee users avoiding conversion fees.

Our rates for currency conversion are amongst the best in the market. We do apply a fee of 0.5% on top of the wholesale exchange rates for carrying the transaction out. The minimum amount which you can exchange is 1 EUR, 1 USD, 1 GBP and 100 RUB. There are no applicable maximum transaction limits.

To check a transaction status:

  1. Sign in to your account on web-site or mobile application.
  2. Select the relevant sub-account from the top of the screen. You can view your balance as well as all transactions made with the specific account, as well as the status of each transaction.

Top priority is given to the security of all data provided to Profee by its users.

All the data received that are related to your card details are stored in an encrypted form. Your card details (as well as any other financial information) are not disclosed neither to senders or recipients of your transfers, nor to any third parties.

We process and store all your personal and financial data in accordance with the provisions set by EU guidelines, directives and regulations that may be or are transposed into local legislation in the Republic of Cyprus.

There are several main reasons why a credit/ debit card deposit is declined:

  • You have reached the card’s limits.
  • You have entered your card details incorrectly. Double-check the card number, the spelling of your name, etc.
  • The personal information on the card does not match the personal information from your Profee account. Make sure to use credit/ debit cards issued in your name only!
  • As an additional security step, Profee has set up the transaction process to include the latest security protocols. Make sure you have enabled your pop-up windows, and that you have entered the correct code. For more information about the code, contact your card issuer.
  • You are attempting to register more than the maximum number of registered cards (5).
  • The card issuer has declined the transaction for security reasons, or reaching pre-set limits, etc. In these cases, contact your bank or card issuer.

If you have initiated a withdrawal from your account, and you have not received the funds within the stated time frame, please contact our customer support.

Please refrain from sending an inquiry before the standard processing time has passed, as you will be advised to wait until the processing period is over.

With Profee you have the option to save funds on your Profee account for specific goals separately from the balance of each of your subaccounts. This function can be used directly from the interface of your Profee account, all you have to do is create a Goal by giving it a name, a currency, a target amount and date and start transferring funds for safekeeping.

Profee Prepaid card

Profee currently offers two types of cards, namely a Profee prepaid Physical (plastic) Visa* card or a Profee Prepaid Digital Visa card*.

You can use your card at any merchant where Visa cards are accepted, provided that no local restrictions are applied.

* Profee Prepaid Visa Cards are only available to residents of authorized European Economic Area (EEA) countries

Profee Prepaid Physical Visa card* is a fully functioning plastic card issued by Profee. It can be used for purchases at POS terminals, ATM withdrawals as well as online purchases wherever Visa cards are accepted. The only currency of the card at the moment is Euro.

You can issue and top up a Profee Prepaid Physical card via your Profee account. Once a card has been issued it is delivered within 4-9 business days.

After logging in your Profee account, on the physical card page the following information is also available:

  • current balance;
  • transaction history;
  • card details;
  • current limits.

Your card is not directly connected to the balances of your Profee account and has its own balance, limits and transaction history.

* Physical Profee Prepaid Visa Card is only available to residents of authorized European Economic Area (EEA) countries

You can issue a Profee Prepaid Physical Visa card in your account on our website or mobile application. To proceed with card issuance, select the dropdown list on the top of the page and choose the option “Issue new card”. Once the page reloads, select the option “Plastic Visa card in Euro” and click “Issue now”. To complete the process, follow the instruction on the screen.

Once your Profee Prepaid Physical Visa card is issued, you will receive your PIN code via SMS. Delivery of your card may take up to 10 business days. Once the card is received, follow the instruction in the package to have the card activated. You can now use that Profee Prepaid Physical Visa card at your favourite merchant.

Please note that currently the only available currency for a Profee card is the Euro.

To start using your Profee Prepaid Physical Visa card you will need to make a minimum top-up (to be shown after issuing has been completed). You can pay any associated costs for issuing a card (fee and minimum top-up) from your Profee balance or a bank card.

To activate your Profee Card*, please follow the steps below:

  1. Open the package to find your card beginning with 4785 XXXX XXXX XXXX.
  2. Go on the Profee app or Profee website (profee.com).
  3. Log into your account.
  4. Follow the steps for physical card activation.
  5. Once you are asked to enter the activation code, this can be found on the welcome letter sent with your Profee Card.

Note: Make sure the pop-up windows of your browser have been enabled.

If you are unable to activate your Profee Card, please contact our Customer Support. When contacting us, you will be asked to confirm your identity as well as the last 4 digits of the card number and its expiry date.

* Physical Profee Prepaid Visa Card is only available to residents of authorized European Economic Area (EEA) countries.

Your Profee Prepaid Physical Visa card can be topped up from your Profee account (Euro Subaccount). After logging in to your Profee account, select the card from the dropdown list on the top of the page and follow the instructions on the screen.

The PIN code to your Profee Prepaid Physical Visa card is sent to you upon issuance of the card via SMS, to the telephone number used to register for a Profee account. In case you have lost or forgotten your PIN code, please forward an email to our Customer Support team at help@profee.com.

For security purposes, do not store your PIN electronically and do not disclose your PIN to anyone.

* Physical Profee Prepaid Visa Card is only available to residents of authorized European Economic Area (EEA) countries.

Your Profee Prepaid Physical Visa card has the capability to be used for contactless payments, provided that the POS terminal of the merchant also supports this type of transaction processing.

To report a lost or stolen Profee Visa card, you can call our Customer Support line, which operates from 09:00 to 21:00 GMT+3. Your card will be cancelled immediately, and you will be able to apply for a new one. The number is published here.

Alternatively, as soon as you realise that you card is compromised or lost, you can log into your Profee account and “Freeze” the card. This will prohibit any unauthorized access to your card and the execution of any transactions by a third party. You can unfreeze your card directly from your account.

Yes, your Profee Prepaid Physical Visa card can be added to your Google Pay/ Apple Pay account, provided that the service is available in your country.

Profee Digital card is a full-featured digital substitution of a plastic card specially designed for secure online purchases wherever Visa® is accepted.

You can issue and top up your Profee Digital card in your account or mobile application within a couple of minutes. The card will be ready for use right after it is issued. As it is a Digital card, it cannot currently be used offline or at ATMs.

All required details to execute a payment (card holder’s name, expiration date, card number, CVV code) are shown in your account on the Profee website or in the mobile application.

After logging in your Profee account, on the Digital card page the following information is also available:

  • current balance;
  • transaction history;
  • card details;
  • current limits.

Digital card is not directly connected to the balances of your Profee account and has its own balance, limits and transaction history.

Profee offers to its users, the possibility to issue a Profee Digital Prepaid Visa card.

Profee prepaid Visa card is only available to residents of authorized European Economic Area (EEA) countries

You can issue a Profee Digital Prepaid Visa card in your account on our website or mobile application. Click on the drop down list on the top of the screen and select the option to Issue a card and follow the instructions on the screen.

Once your Profee Digital Prepaid Visa card is issued, you will be able to view the card details, including the card number in the interface of your Profee account You can now use that Profee Prepaid Digital card at your favourite merchant.

Please note that currently the only available currency for a Profee card is the Euro. A fee may need to be charged for issuing a Digital card (see Fees).

To start using your Profee Prepaid Digital card you will need to make a minimum top-up (to be shown after issuing has been completed). You can pay any associated costs for issuing a card (fee and minimum top-up) from your Profee balance.

The validity period of your Profee Prepaid Digital Visa card is 3 years.

Your Digital Prepaid Visa card can be topped up by your Profee account (Euro Subaccount) as well as your bank card.

Usually, to proceed with a payment online you need the Card number, Cardholder name, Expiry date and CVC. Some of these details are visible in your account on the app or on the website.

The details of you Profee Prepaid Digital Visa card are displayed in full in Profee app and can be accessed after logging in and selecting the relevant card.

A Profee Digital card is a full-featured substitution of a plastic card with Apple Pay and Google Pay functionality. It can therefore, be used for online payments (offering more security) as well as purchases at shops. Once you have issued a Digital card, there will be no need to risk the confidentiality of your plastic card by using it online.

A Digital card is convenient to use for online purchases, subscriptions and other online operations, where you want to keep your primary card details secure. It is entirely up to you to choose which Profee card product corresponds to your needs.

At the moment your Profee Prepaid Digital Visa card can be used for online payments only, while the payment procedure is no different from regular plastic cards: the details of the Digital card must be filled in the payment form.

In addition to the above, your Profee Prepaid Digital Visa card can also be used for wireless transactions via Apple Pay/ Google Pay.

You can find information about relevant fees in the Card Fees section.

ATM terminals usually require a plastic card to process a cash withdrawal. Some ATMs, however, may accept a Digital card through if this is connected to an application that supports wireless technology (e.g. ApplePay, GooglePay).

Cash withdrawals at an ATM are not currently supported by your Profee Prepaid Digital Visa.

Yes, your Digital Visa card with Profee can be added to your Google Pay/ Apple Pay account, provided that the service is available in your country.

The card top-up limit is the total amount of funds you can transfer to the card balance for a set period of time (day, month, year). The available top-up amount is displayed on the Digital card page. For more information about limits, see the section Loading Limits KYC Requirements.

Most services available with your Profee Prepaid Digital Card are free of charge:

  • FREE to pay for goods in shops, restaurants and online;
  • FREE balance enquiries;
  • FREE online statements;
  • FREE SMS about your transactions

An issuing fee may be charged, as well as a monthly maintenance fee which is charged in case of inactivity of the card. These fees remain the same whether you are at home or abroad.

More information about fees for service and operations of Profee Prepaid Digital cards can be found in the section Card Fees.

Prepaid Physical Visa

If you have a Prepaid Physical Visa issued under your Profee account, you will receive a notification to reissue your Digital card, one month prior to expiration. Any available balance on the card account remains on your wallet and can be used with your newly issued card.

Prepaid Digital Visa

If you have a Prepaid Digital Visa issued under your Profee account, you will receive a notification to reissue your Digital card, one month prior to expiration. Any available balance on the card account remains on your wallet and can be used with your newly issued card.

If you believe your Profee Prepaid card has been compromised, contact us immediately at help@profee.com.

Your Profee Prepaid card payment may have been rejected for a variety of reasons:

  • you have reached your limit;
  • your balance is not enough to cover the payment;
  • there is a temporary restriction on your card or account;
  • or you were attempting to use your card to purchase restricted goods or services.

If you believe you had a sufficient balance and that the payment should have been processed successfully, please contact help@profee.com.

Yes, all types of Profee Prepaid cards, are Verified by Visa (VBV) compliant. To complete transactions online, you will be asked to enter a One Time Password (OTP), which provides an extra layer of security to your transactions.

You can view your online statement after logging in to your Profee account, under the relevant card option (Plastic or Digital).

If you hold a Profee Prepaid Visa card and you suspect unauthorised use of your card, you can immediately freeze the card by logging in to your Profee account and visiting the Digital card option. At the same time, we ask you to send us an email with more information regarding the unauthorised transaction(s) made with your card, at help@profee.com.

If you suspect unauthorised use of your Profee Prepaid Digital Mastercard, we ask you to send us an email with more information regarding the unauthorised transaction(s) made with your card, at support@profeecard.com.

You may wish to cancel a transaction made with your card, due to undelivered goods/services or delivered goods/ services not being in line with what was advertised to you. In such cases, the first step to take is to contact the merchant in order to ask for a replacement of the product paid for, or a cancellation and refund of the amount back to your card. In case you do not receive a satisfactory answer from the merchant, we ask that you contact us with a full transcript of the communication between you and the merchant. You can contact us via chat through the app or via email, help@profee.com.

To close your card Profee Prepaid Digital card, send an email to our Customer Support team at help@profee.com, or call our Customer Support line. Our team will be able to guide you through the process of permanently closing your card.

You can maintain more than one Profee Prepaid card under your account. You can order one or more Digital card to perform your online transactions for extra security, while keeping your physical card as your main card. You can order several physical and digital cards for your convenience and extra security. Each card will have separate balance. At the same time, we would like to point out that you are not allowed to have more than 20 active cards (not more than 10 digital and not more than 10 physical cards).