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We're here to help

We're here to help

We’ve put together a selection of questions you may have about us in a simple and easy to find way. Just search below or scroll down and you should find what you’re looking for.

There’s a contact us form at the bottom of the page too if you need more help and we’ll will respond within one working day.

About Fandom Pay

  • What is the Fandom Pay MotoGP™ Mastercard®?

    The Fandom Pay MotoGP™ Mastercard® is the Official Payment Card of MotoGP™. It is a prepaid debit card that can be used to pay for goods and services at merchants that display the Mastercard Acceptance Mark. Being prepaid means that, like MotoGP™ bikes, you need to fuel up your card before it will work. You do this by load money on to it from a chosen debit or credit card and then you can use the Fandom Pay card to make purchases in-store (as contactless or Chip and PIN), via the internet or over the phone. You can also use your card to redeem available rewards and benefits on in-store purchases.

  • Do I need a Fandom Pay app?

    Yes, technology is central to Fandom Pay, so you need to download the app to order your Fandom Pay card and you can use it to keep your card performance on track.

  • Where can I get the Fandom Pay app?

    You can download the app from Android & iOS app stores.

  • How can I get a Fandom Pay card?

    To qualify for a Fandom Pay card, you need to log-in to the app and follow the sign-up process.

  • Is the app free to download?

    Yes.

  • Do I need to download another app besides the Fandom Pay app?

    No, Fandom Pay is the only app that you need to access Fandom Pay rewards and benefits and to manage your Fandom Pay card.

  • Can I get a Fandom Pay card for my child?

    You must be over 18 years of age to qualify for a Fandom Pay card.

  • Why can’t I find Fandom Pay in the app store?

    Fandom Pay is currently only available in Austria, Germany, Italy, Spain and the UK.  For the initial launch, the app will only be visible to residents in these countries.

  • How much spending power can I have on my Fandom Pay card?

    You must fuel your card up by adding funds before you can spend on it but there are loading and spending restrictions in place; please refer to the summary table in the terms and conditions for full details.

  • How long is the Fandom Pay card valid for?

    Your card offers the potential for a three-year agreement with the Fandom Pay team but you must renew your agreement annually to continue to use the card and access your benefits in the app. The three-year expiry date will be shown on the front of your card.

Joining us

  • How much does a Fandom Pay account cost?

    Monthly costs are 5 € / £5 per month (totalling 60 € / £60 for the  year). The minimum sign-up term is 12 months. Please refer to the terms and conditions for more information.

  • What are the benefits of Fandom Pay?

    Fandom Pay is the only Official Payment Card of MotoGP™. It delivers savings on products and services from selected MotoGP™ partners and associated services as well as access to regular competitions and rewards, including VIP access and money-can’t-buy experiences. All rewards are outlined in the dedicated app section.

    From the point of qualifying for your Fandom Pay account and confirming your order you are committed to an annual contract, split over 12 monthly payments.

  • How can I pay for Fandom Pay?

    Monthly payments can be made using a Mastercard or Visa credit or debit card. You will pay the first month at the point of ordering your card and then on or around the same date every month for the next 11 months.

  • Will you send a reminder when my next payment is due?

    We will email you to flag when your annual payment is due for renewal, but you won’t receive monthly warnings if you sign up to 12 payments.

  • Can I change my payment date?

    Your payment date is fixed as it runs in parallel with your annual contract.

  • Can I change my payment method?

    Yes. You can do this in the App by adding a new funding source.

  • Can I cancel my Fandom Pay account?

    You have 14 days from the date of qualifying and purchase to change your mind and appeal for a full refund. But if you have already put  your Fandom Pay account into action by using your spending power to make a financial  transaction, and/or have claimed any rewards your appeal will be refused and you will not be entitled to a refund. Please refer to the terms and conditions for details on termination fees. Once the 14 days have passed, you are contracted to a minimum term of 12 months. If you choose to leave the Fandom Pay team during that period you will still be required to pay the full year’s cost.

  • I want a Fandom Pay account but I can’t see my country of residence on the list

    For the initial launch, Fandom Pay is only available to residents of Spain, Italy, Germany, Austria and the UK.

The app

  • Do I need to log in to use the app?

    Yes, you need to sign-up and create a user account in the Fandom Pay app to complete the qualifying process to order your card and manage your account. Once you have created your app account, depending on your device, log-in can be completed by PIN, Touch ID or Face ID.

  • I have forgotten my app PIN

    On the Fandom Pay log-in page, select ‘Forgot’ and follow the instructions to retrieve your PIN.

  • Can I change my app PIN?

    Of course. In the App, select the ‘+’ symbol located in the bottom navigation bar, head to the Settings section and select ‘Security’.

  • Can I turn off notifications in app?

    Yes, you can turn off notifications at any time. On the app homepage, select the ‘+’ symbol located in the bottom navigation bar, scroll to settings then notifications and make your required changes.

  • What is the freeze button for in my Fandom Pay app?

    The freeze function enables you to place a temporary block on the card if you feel it may be lost, or you want to restrict your spending. Once applied it yellow flags your card to prevent further use but the flags can be lifted at any time. Once your card has been yellow flagged, you can also mark your card as lost or stolen but this will trigger a red flag, which cannot be undone and you will need to order a replacement card.

My account

  • How do I activate my Fandom Pay card?

    When your card arrives, please sign the signature strip on the reverse and visit the app to complete the safety checks and activate your card. Select the card icon located in the bottom navigation bar of the app and enter your 16-digit card number. The card can only be activated in the app and cannot be used until you have done so.

  • Why do I have to verify my identity?

    The Fandom Pay card is a financial product with an official link to MotoGP™ so safety is really important to us. As part of our team’s responsibility to you, we are required to verify who you are. If you choose not to verify your identity, the spending power on your card will be restricted.  Please refer to the terms and conditions [insert translation] for more details on cardholder limits.

    To verify your identity, we’ll need two things from you, and these can be submitted via the app:

    1. a photograph of a government-issued photo ID (passport, driving licence, national ID or residence permit card)
    2. a selfie photo.
  • How do I update my details?

    Your name, addressand date of birth cannot be updated within the App. If you need to change your nameor address, please contact the Fandom Pay team. To update your mobile number or email address, select the ‘+’ symbol located in the bottom navigation bar of the App and select ‘Personal Details’ under the Account heading. We may require documents as proof of an address change.

  • I have purchased a replacement card; how do I activate it?

    When your replacement card arrives, select the card icon located in the bottom navigation bar of the App, select ‘activate new card’ and enter the 16-digit card number. Any funds from your old card will be automatically transferred to the new card.

  • I don’t recognise a transaction on my Fandom Pay Card.

    If you see a transaction you don’t recognise on your account, please contact the Fandom Pay team. We will refund any incorrectly executed transaction immediately unless we have reason to believe that the incident has been caused by a breach of the Cardholder Agreement, gross negligence or we have reasonable grounds to suspect fraudulent activity.

  • Can I request a refund from my Fandom Pay account?

    To request a refund of your balance, please contact the Fandom Pay team. Refunds will be made back to the original funding source e.g. the card you used to load the money. Refunds are subject to a €2.50/£2.00 fee, see the summary table for fee details.

  • Can I request a refund to a new funding source?

    Refunds can only be made to the original load source. If this is not possible for any reason, we may send you a cheque to the address registered on your Fandom Pay account.

  • Will I receive a statement?

    No, but your last 6 months of transactions can be viewed in the Fandom Pay app. If you need older information or further data, please contact the Fandom Pay team.

  • What happens when my Fandom Pay card expires?

    The expiry date is printed on the front of the card. You must not use the card after its expiry. Providing you have not cancelled your account, we will send you an email three weeks before the card expires to inform you that we will automatically transfer your outstanding balance to a new card. The new card will be automatically issued to you and shipped to you at the address on your Fandom Pay account.

  • How do I cancel my Fandom Pay card and account?

    If you change your mind about the Fandom Pay card and account, you have 14 days from the date of your qualifying application to cancel. To cancel, you must contact the Fandom Pay customer support team in writing.

  • Will I earn any interest on my Fandom Pay card?

    No, interest is not applied to any funds on your Fandom Pay card.

  • What happens with my personal information after I cancel my account?

    You’ll find everything you need to know about your personal data and its further use in the Privacy Policy.

Loading your card

  • How do I add funds to my Fandom Pay card?

    To make sure you have enough fuel to keep your card on track, log in to the app and select the card icon located in the bottom navigation bar. Now select top-up and then funding source. You can add funds from any Mastercard or Visa credit or debit card. Loads are subject to a 1.5% fee of the load amount and will be restricted if you have not verified your identity. Please refer to the terms and conditions for more on fees and limits.

  • Can I add more than one funding source to my Fandom Pay account?

    Sure. You can add as many as you like.

  • Why am I unable to load money to my Fandom Pay Card?

    There are a few different factors that could cause problems with the performance of your card:

    1. Your spending power was restricted because we couldn’t complete your safety checks to verify your identity and you have reached your unverified Card load limit. Check the terms and conditions [insert translation] for details on load limits.
    2. The address you have provided for the credit or debit card does not match the registered address on your Fandom Pay account.
    3. You don’t have enough funds on the credit or debit card being used to add funds.
    4. The card you are using has expired or been blocked by your card issuer.
    5. You have failed the 3D-Secure checks. Please contact your card issuer to help with this.

    If you are still experiencing technical difficulties, please contact the Fandom Pay team.

  • My load card has expired; can I delete it?

    Yes. Once logged into the App, select the card icon located on the bottom navigation bar, then ‘top-up and funding sources. Select the required card and delete.

  • What is auto top-up?

    Auto top-up ensures that you always have enough funds on your Fandom Pay card to keep your spending on track. When your balance drops below €25/£20, a pre-agreed amount of your choice will be automatically added to your card balance from the funding source linked to your account. To switch on auto top-up, select the card image located on the bottom navigation bar, click auto top-up and follow the on-screen instructions.

  • Can I change or cancel my auto top-up?

    Yes, you have full control over your auto top-up settings.

  • Why did my auto top-up fail?

    There are a few different factors that could cause problems with the performance of your card:

    1. Your spending power was restricted because we couldn’t complete your safety checks to verify your identity and you have reached your unverified Card load limit. Check the terms and conditions for details on load limits.
    2. You don’t have enough funds on the credit or debit card being used to add funds.
    3. The card you are using has expired or been blocked by your card issuer.
    4. You have failed the 3D-Secure checks. Please contact your card issuer to help with this.

    If you are still experiencing technical difficulties, please contact the Fandom Pay team.

Using your card

  • Where can I use my Fandom Pay card?

    Your card can be used in-store, online and over the phone anywhere the Mastercard Acceptance Mark is displayed.

  • What is contactless?

    Contactless technology allows you to make contactless transactions of up to £30 in the UK, and higher outside of the UK, subject to local limits and PIN entry. Simply tap your card on the reader to pay by contactless.

  • How do I get the PIN number for my Fandom Pay card?

    You can retrieve your PIN via the app at any time. Simply select the card icon located on the bottom navigation bar, tap on the card image and then view CVV and PIN.

  • Can I change the PIN for my card?

    You can change your PIN at any time at a main high-street bank ATM, by selecting PIN Services and following the instructions

  • I have been asked to enter a PIN when paying by contactless; why?

    For security, your Fandom Pay card is set-up with contactless counters. You will be asked to enter your PIN after you make 5 contactless transactions or you spend €150/£125, whichever happens first. Once the PIN has been entered, the contactless counter is reset again. You will also need to complete a chip and PIN transaction when you first receive the card before the contactless element is activated.

  • Why has my Fandom Pay card been declined for payment?

    There are a number of reasons this could occur.

    1. The retailer does not accept Mastercard/contactless.
    2. You don’t have enough money available on your card.
    3. Your card is damaged.
    4. Your card has expired.
    5. You have reached the daily or 4-day transaction limits – see summary table for full details.
    6. The  amount exceeds the contactless limits for that country.
    7. You have reached the contactless counter limits and must enter your PIN.
    8. You have entered the PIN incorrectly three times and blocked the chip on your card. You need to re-set it at a main high street bank ATM via PIN Services.
    9. We have red flagged the card for security purposes or on your instructions.

    If none of the above apply and you still have restrictions on your spending power, please contact the Fandom pay team for technical support.

  • Can I use my Fandom Pay card to purchase goods online?

    Yes.

  • Can I use my Fandom Pay card outside the country of issue?

    Yes, subject to the merchant or retailer accepting Mastercard and a foreign exchange (FX) fee of 2.5% being charged. Our terms and conditions include full details on fees and limits.

  • Can I use my Fandom Pay card at automated fuel dispensers?

    No, your card cannot be used for pay at pump transactions.

  • Is there a limit on the number of transactions I can make?

    Yes, please refer to the terms and conditions for full details on fees and limits.

  • Does my Fandom Pay card have any spending restrictions?

    Yes, your spending power is restricted to the available balance you have loaded on to your card and maximum purchase restrictions. Please refer to the terms for conditions for full details.

  • Can I use my Fandom Pay card to withdraw cash?

    Yes, as long as you have completed the safety checks to verify your identity and have available funds on your Fandom Pay account, you can withdraw cash at an ATM. Cash withdrawals are subject to a fee; please see the summary table for full details.

  • Will I be charged for withdrawing cash from an ATM?

    Yes, ATM withdrawals are subject to a €1.20/£1.00 fee in your country of issuance. Please refer to the terms and conditions for full details.

Problems

  • How do I contact the Fandom Pay team?

    The team can be contacted in a number of ways:

    • Select the + symbol located on the bottom navigation bar and head to support where you will find live chat and email options.
    • If you would prefer to call us, please dial +44 (0) 344 472 5271 (Calls will be charged at the standard geographic UK rate and are included in your fixed line inclusive call volume. For non-BT, non-UK and mobile phone users, please check with your service provider.)
    • If you prefer old-fashioned letter writing , our address is: Fandom Pay, PO Box 6065, Bournemouth, BH1 9AY, UK.
  • My Fandom Pay card is lost or stolen, what should I do?

    If you lose your card or you believe it has been stolen, you must report it immediately so that we can red flag your card and stop any spending on it. You can do this in the app at any time by selecting the card icon on the bottom navigation bar and selecting Freeze. From here you can select lost, stolen or defrost. Please do not report a card as lost or stolen via email. If you have reported your card as lost or stolen, you’ll need to order a replacement card via the app which costs €5.00/£5.00.

  • I think my card is faulty.

    In the unlikely event that your card is faulty, please contact the Fandom Pay team.

  • I want to make a complaint

    We’re sorry to hear you wish to make a complaint, but our team are on hand to help. You can contact us in the following ways:

    • Select the + symbol located on the bottom navigation bar and head to support where you will find live chat and email options.
    • If you would prefer to call us, please dial +44 (0) 344 472 5271 (Calls will be charged at the standard geographic UK rate and are included in your fixed line inclusive call volume. For non-BT, non-UK and mobile phone users, please check with your service provider.)
    • If you prefer old-fashioned letter writing our address is: Fandom Pay, PO Box 6065, Bournemouth, BH1 9AY, UK.