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How can I get a refund of my Neosurf Voucher?
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: How to get a refund?
- I changed my mind and want to use my Neosurf Voucher to pay online
Use the pin code at one of our partners (full list here)
- I do not want to pay online, I want to recover the money from my Neosurf Voucher
– Create a free myNeosurf Account on this page
– Add the balance of your Neosurf Voucher to your account by selecting “deposit“
– Proceed to the refund on your bank account by selecting “withdrawal“
IMPORTANT:
– For security reasons and anti-money laundering rules, Neosurf resellers cannot refund a code previously purchased at a point of sale.
– The holder of the bank account must have the same name as the one used to register for the myNeosurf Account.
– For ALL Refunds a KYC (Know-Your-Customer ID Verification) will be systematically requested.
– A fee of 5% will be applied to the amount refunded
I paid with my Neosurf Voucher but the website hasn’t credited my account
If your voucher’s value is not updated straight away, please firstly contact the customer service on our partner’s website. To fix the problem they can check with us using information in our system. Hopefully we can confirm to them that the payment was valid and the website will then update your balance.
I cannot spend my Neosurf Voucher at a website
STEP 1: Check that your Neosurf Voucher is still valid and has a positive balance
To check the balance of a Neosurf Voucher, go to the Check Voucher page and enter the full pin code.
We will then tell you the amount available on your Neosurf Voucher.
IMPORTANT: the only page that allows you to verify a Neosurf Voucher is the Check Voucher page.
Never give your Neosurf voucher on another site that claims to be able to verify your code.
Never give your Neosurf voucher by phone, email or to natural persons.
The Neosurf voucher is only valid on partner sites and approved by Neosurf.
If someone asks you for a Neosurf pin code for a purchase on a classified site like Ebay, Leboncoin or Gumtree, it is very likely that it is an attempted fraud.
If you have any doubts and you think you have been the victim of a fraud or a scam, please check the Fraud & Security FAQ section.
STEP 2: Make sure that the website payment page accepts Neosurf vouchers, as some sites still don’t!
You can check a Neosurf merchant partner list on this page.
If they are a Neosurf merchant, you have checked that you have enough value on the voucher and the payment is still not working, send us a message at our Contact Form page and we will do our best to help.
Useful links:
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our Contact Form page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too. And should your voucher be damaged in any way we may be able to use the details to check that all is OK.
Useful links:
How to check balance of my Neosurf Voucher?
To give you control over your spendings we provide useful online tools on the Check Voucher page to check the status and balance of any Neosurf Voucher at any time.
Useful links:
Where Should I Spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay or Gumtree.
Useful links:
When do we request due diligence?
If you wish to spend £40 – £150 of vouchers then we will request you complete a simplified due diligence process. If you wish to spend £150 plus then we will request you to complete our standard due diligence process.
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How can I open a myNeosurf Account?
Useful link:
Where can I view my transactions?
Useful links:
How can I change a forgotten password?
Useful links:
How can I load my myNeosurf Account?
myNeosurf Account on your desktop or smartphone is always open. You can deposit instantly in any currency using bank transfer. Cash is also an option as you can get a Neosurf cash voucher to load your myNeosurf Account.
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How can I withdraw my money?
Useful links:
How do I keep my myNeosurf Account safe?
It is essential to secure the access to your myNeosurf Account by carefully logging your password and your payment code. Never give your password to a third party. If at any time you are unsure about the security of your account contact us using the details on our CONTACT page.
Useful links:
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TALK WITH NEOSURF AGENT
How Can I buy a Neosurf voucher?
You can get a Neosurf voucher from thousands of local and convenient points of sale or online. To find your nearest retailer use the practical search tool and map on our Neosurf Store Locator page.
To buy Neosurf online, you can open a free myNeosurf Account or check the growing number of approved online retailers on our Buy Neosurf Online page.
Useful links:
How can I get a voucher in a shop?
Find your nearest kiosk, news stand, convenience store, supermarket or gas station and then ask for a Neosurf Voucher. Some shops also have hanging cards you can take to the checkout. The cashier will ask you what value you want. When you pay with cash they will print a paper voucher from their terminal. Keep the voucher safe as the 10-character Neosurf pin code is now ready for you to spend online.
Useful links:
How can I buy a voucher online?
To buy a Neosurf Voucher online, you can open a free myNeosurf Account or you can find approved Neosurf online retailers at Neosurf.com. Choose a retailer that has Neosurf Vouchers in the currency that you want. You will need to provide an email address before you order, then choose the value you want. Pay with one of the online payment methods available and you will then see the Neosurf Voucher’s details on your screen and have them emailed too!
Useful links:
What voucher values are available?
A range of values are available, and these vary from country to country. Typical values are from the equivalent of 10€ to 150€. Neosurf Minor Vouchers* are available in some locations and these cannot be used on sites that need age to be verified.
Useful links:
*Minor voucher are available in some countries
Can I use my voucher immediately?
Neosurf Vouchers can be used immediately. There is no further activation needed so you can pay or deposit straight away.
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Can I get a refund?
Yes! Please read the Neosurf Voucher Section: “HOW CAN I GET A REFUND OF MY NEOSURF VOUCHER?“
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TALK WITH NEOSURF AGENT
How do I pay online with a Neosurf Voucher?
Neosurf Voucher is accepted as a payment method on a growing number of websites. Check the payment or cashier page of your favourite website and look for the Neosurf logo. Then choose to pay with Neosurf. Simply enter the 10-character pin code from your Neosurf Voucher receipt. No further information is required*. You will receive confirmation immediately that your payment is accepted, it is that easy! But Neosurf can only be used online so never tell anyone the 10-character pin code over the telephone or in person.
*due diligence may be applied depending on certain merchants/amounts
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf Vouchers by email as payment to anyone, give your Neosurf Voucher pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
I cannot spend my Neosurf Voucher at a website
First make sure that the website’s payment page accepts Neosurf Vouchers, as some sites still don’t! If they are a Neosurf merchant, and the payment is still not working, check that your voucher has not expired. Check that the 10-character Neosurf pin code is entered correctly. If you are a regular customer, make sure that you have enough value on the voucher. You can check the balance and other details on our Check Voucher page.
If you are still having problems please contact-us and we will do our best to help.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
What can I do if I did not spend the full amount on my voucher?
One of the features of Neosurf is that you can spend the value of a voucher or transfer any remaining balance to another voucher. To give you control over your spendings we have provided useful online tools here to check the status and balance of any Neosurf Voucher at any time.
Useful links:
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
My Neosurf Voucher has been stolen or damaged
If you are worried that someone else may know your voucher details then tell us straight away using our contact page.
We can try and block the voucher from being used while we investigate what has happened. If you think you are a victim of a scam we can help you too.
Useful links:
How do I keep my Neosurf safe?
The best way to protect your Neosurf is to treat your voucher like cash! Transactions cannot be reversed so:
- Treat your Neosurf Voucher’s pin code just like cash.
- Only use Neosurf at genuine websites.
- Never use Neosurf to pay for items on sites such as eBay, Leboncoin or Gumtree.
- Never email your Neosurf Voucher’s pin code or give it to anyone over the telephone.
Where should I spend my Neosurf Voucher?
Only spend Neosurf on websites that you know. Never send Neosurf vouchers by email as payment to anyone, give your Neosurf Voucher’s pin code over the telephone or use it to pay on sites such as eBay, Leboncoin or Gumtree.
Useful links:
Gaming sites accepting Neosurf
Gambling sites accepting Neosurf
DON’T FIND YOUR ANSWER?
TALK WITH NEOSURF AGENT
