BTSE Card Maintenance, Support & Security

Q: How do I cancel my BTSE Card? 

A: You may terminate your BTSE Card at any time through the BTSE Card page.


Q: How do I change my PIN number?

A: You may change your card PIN at any time through the BTSE Card page.


Q: If my BTSE card is lost or stolen, how can I obtain a replacement, and will my funds remain secure?

A: If your card is lost or stolen, or if you suspect fraudulent activity, please log in to your account and terminate your BTSE Card immediately. To formally raise a dispute, visit our support site and complete the dispute resolution form. If you require assistance with the form, you can contact our Customer Service team through our ChatBot, Selene, available on the bottom right of the BTSE homepage.


Q: How do I initiate a dispute on my BTSE Card?

A: 

  1. If your card is lost or stolen, or if you suspect fraudulent activity, please log in to your account and terminate your BTSE Card immediately. 

  2. To formally raise a dispute, visit our support site and complete the dispute resolution form. If you require assistance with the form, you can contact our Customer Service team through our ChatBot, Selene, available on the BTSE page.


Q: How long will chargebacks take?


Chargeback time frames


Reason code

Timeframe of when to expect feedback from a submitted chargeback

Chargeback cannot be submitted if the transaction is older than

Authorization-related chargeback

60 days

75 days old

Fraud

60 days

105 days old

Point of interaction error (except ATM)

60 days

75 days old

Point of interaction error (ATM only)

60 days

105 days old

Cardholder dispute

60 days

105 days old

Arbitration chargeback

60 days

30 days old


Please Note:


If erroneous, malicious, invalid, or repetitive disputes are filed, a fee of 35 USD for the USD-denominated BTSE Card or 75 EUR for the Euro-denominated card will be charged to your account.


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