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Frequently Asked Questions
The cards take literally 5 days, for a maximum of 15 days to deliver the card to your home, it usually takes more days depending on the region and country you are located in.
To have a card, you need to register in the Elza system, and you must be eligible for that. To be eligible, you will need to go to a Bank Elza store near you, or go to the system to submit your registration and regulatory data.
There are 3 reasons why your Elza account may be blocked.
1. You do not comply with Elza's terms, if you would like to know the terms Please click: elzapay.com/terms-conditions...
2. You entered a wrong password or an incorrect PIN while trying to connect your account with another device.
3. Fraud in your identity documents, or fraud in your transactions such as: Transfer money, Load Card, Receive money and more.
Yes, you can delete an account you have in Elza bank, there are two ways you can close your Elza account, either you go to an office or you go to the Elza app
1. Open the Elza App...
2. Log in your account to be deleted on the application...
3. On the App Elza home page, click on the avatar or profile picture you will find on the right.
4. Scroll down and click on profile
5. Scroll down and click on close account.
Your card can be blocked when you use the card several times in a magazine, when you don't have money on the card, when you exceed a limit of invalid transactions that are not validated on your card.
If you have an active card, avoid making bad transactions on it. Avoid making too many transaction attempts when you don't have money on the card..
To reset your passcode:
Please follow the steps below:
1. Tap on "Forgot your passcode?" on the app login page.
2. Click "Forgot passcode" to verify your number, verify your email, and be prepared to take a selfie for facial recognition of your identity.
3. Once the selfie is approved, meaning it's you, just create a new passcode!
1. OPEN THE ELZA APP
2. ENTER YOUR PASSCODE
The passcode is the 4-digit code you created when signing up for the account.
You can add an extra layer of security to your Elza account right away by enabling your biometrics. Follow these easy steps below.
1. Log in and enter your password
2. Go to 'Avatar'
3. Click on 'PROFILE'
4. Click 'ENABLE BIOMETRICS'
If you find that your account has been blocked, we recommend contacting our support team for assistance.
We are available to help resolve any issues you may encounter.
There are several factors that can cause your account to be blocked, including:
Too many incorrect passcode attempts.
Fake identity documents.
Having multiple Elza accounts and one Elza account may raise concerns about the legitimacy and security of the accounts.
Creating a duplicate Elza account will result in account deactivation.
We offer the option to transfer your balance if you are no longer eligible to access your Elza account.
Simply contact us and we will be happy to assist you with the process.
To order a card or create a card
1. You are opening Elza's Smartphone application.
2. You will click in the navigation bar where you see marked (Card.
3. You will click where marked New Cards).
4. Then select the other options and continue.
5. Choose which card you want to create. There are two types of cards [physical card] [digital card].
NB: Make sure you have money on your Elza account before you start the process.
Maintenance coming soon,,,
If you have a digital card, you can’t change your PIN. If you feel that your digital card PIN may be compromised, you can instantly replace it.
Viewing your PIN
If you forget your PIN, you can check it on app or web. To do this:
Go to the Card tab
Select Show PIN.
You may need to enter your Elza password or use fingerprint or facial recognition to check your PIN.
If you have a US Mastercard OR Visa you won't be able to see your PIN in your account. If you forgot your PIN,you''ll need to order a new cards.
Changing your PIN
You can't change your PIN in your Elza account, but you might be able to at an ATM. The ATM will need to support PIN changes for cards other than those with the ATM's issuer. If you can’t find a supported ATM, but you need a new PIN, you can order a new cards.
If you enter the wrong PIN 3 times, we’ll block it and you won’t be able to use your card until you unblock it. Here's how you can unblock it:
Go to the Card tab
Select Unblock PIN
You’ll now be able to use your card online. But to use contactless again with your card, you’ll need to make a payment using your chip and PIN first.
We can never change or view your PIN for you and we'll never ask you to share your PIN with anyone.
Your Elza card payment can be declined for a number of reasons — we’ll usually send you a notification explaining why.
To get it working again, you can use the instructions below, using the decline reason to find your answer.
How to reactivate your card payment
Contactless problems
If your contactless payment didn’t work, try paying using chip and PIN instead. This reactivates contactless payments if they were blocked for technical or security reasons.
Not enough money in your balance
Your payment might've been declined because there wasn't enough money in your balance to pay for it. Top up your balance to continue using your card through these steps:
Go to the Home page to see your declined transaction under Tasks.
Select Add money
Follow the steps to enter the amount you’d like to top up, and the currency you want to pay with
Once the money is in your account, you can use your card again
Problems with limits
Here's how you can change s spending limits
Frozen card
You can unfreeze your card in one of two ways:
Go to the Home page to see your declined transaction under Tasks, then select Unfreeze your card, or
Go to the Card page, then select Unfreeze card.
Tasks
On the home page, you'll see your declined transaction with the message: Declined — your card is frozen. You can then either Unfreeze card, or Dismiss the message.
Cards tab
Go to your Cards tab, then select Unfreeze card.
Chip and PIN enabling
You can enable chip and PIN payments on your Elza account:
Select Card
Select Manage payment methods
Toggle Chip and PIN on
Some online payments technically count as a chip and PIN transaction, so you need to enable it on your Elza card to complete the transaction.
Card activation
Most customers don’t have to activate their Elza card in order to start using it, but some do. Check if you’re in a country where you need to activate your Elza card manually and how to do it.
Card problems we can’t help with
Sometimes, your card will be declined for reasons outside our control, such as:
The merchant’s payment system doesn’t support Elza card
You’re spending in one of the countries Elza card doesn’t work in
We blocked it for security reasons (we might not be able to tell you why)
Unfortunately, if one of these is your issue, you’ll need to use another, payment method.
You will not be able to change the name on your personal identification document linked to your account for security reasons. You can only change your nickname from within your account. If you want to change it, all you have to do is contact our support team and they will help you with it.
Here's how you can fund your Elza account:
1. OPEN YOUR APP AND LOG IN
2. Click 'TOP-UP' AND CHOOSE YOUR PREFERRED METHOD to fund your Elza account
Depending on your country, you will see different methods for topping up. The most common methods are using a debit card or a bank transfer.
3. ADD MONEY
Adding money is instant using a debit card or a mobile wallet. or A bank transfer to credit your account.