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Security at ImageNPay
Is topping up via my bank or debit card secure?
Yes, you can top up your ImageNPay account by entering your debit card details using our secure channel. Or, with our latest Nuapay integration, you can now top up directly via bank transfer where you will be securely transferred to your banking app of choice to authenticate and make the payment.
Is the app safe and secure to use?
As with anything money related, you need to be cautious and take care of your information, don’t leave your phone unattended and share your PIN with anyone. When you go through the registration process, we ask you to set up four-digit PIN on your device known to you only, and this will protect any unauthorised access to the ImageNPay app. But again, don’t leave your phone unattended and never share your PIN with anyone.
How can I reset my PIN?
Go to My Profile then tap 'Reset Passcode' to set a new PIN. If you can't remember your old PIN, please get in touch with us at help@imagenpay.com and we will be happy to help.
How can I reset my password?
On the Sign In screen, tap 'Forgot password?' and follow the instructions to reset your password.
Where can I see my card details?
For card details go to My Card –> Card Details. You can see your Virtual Card Number, CVV that are masked and Expiry Date there, which is always visible. For security reasons we never reveal all three pieces of information related to your card details, however if you tap on the dots that are hiding the digits, Virtual Card Number or CVV will be revealed for 10 seconds, one at a time.
What happens to my money if I lose my phone or it is stolen?
Your money is safe with us, even if your phone is lost or stolen. Once you realise this has happened, send us an email as soon as possible at help@imagenpay.com. The app is protected by PIN, Face ID & Touch ID and so is your phone, so really everything should be safe, but you need to inform us as soon as you find out. We will freeze the card to eliminate any possibility: just remember to keep your PIN and other personal details to yourself.
How long will it take to replace the card?
Because it is a virtual prepaid Mastercard® card in the app, once you download the app on your new device and sign in as usual with your credentials, your ImageNPay card will be there. But we may need to unfreeze it for you to start using it.
What should I do if I think my details have been compromised?
If you suspect your card details have been compromised, you can Freeze your card instantly within the app. Just go to My Card -> Card Details and tap 'Freeze Card'. You should also alert us to this as soon as possible by emailing help@imagenpay.com so that we can cancel the card and arrange a replacement if needed. If it's a false alarm, don't worry: you can unfreeze the card at any time within the app.
What if I have a problem?
If you have a query about the card itself or you have an unknown transaction on your card account, or a transaction has been declined but you still have funds on your card account then please send us an email at help@imagenpay.com.