The Service Guide for your AirPlus Card

You can view your current PIN at any time in the AirPlus Portal:

• At the top right you will find the “View PIN” button

You cannot recognize the numbers of your PIN?

• For security reasons, your PIN is displayed in a font that cannot be read by machines.
• To display the PIN differently, you can close the "Show my PIN" pop-up window and restart the process.

• Forgotten username: Your username is the email address you to register with AirPlus.
• Forgotten password: Click the "Forgot password?" link on the Portal login screen, and follow the instructions provided to reset your password.

You can temporarily block or unblock your card at any time through the AirPlus Portal. Simply click the "Lock Card" or "Unlock Card" button as needed.

• To lock card: Click the button "Lock Card"
• To unlock card: Click the button "Unlock Card"

It might take a few moments before you can use your card after unblocking it.

If your card was stolen or lost, please block your card immediately and report it. You will then receive a new card with a different card number and security parameters for immediate use.

Remember to update your card information for any recurring payments.

3D Secure is part of our two-factor identification for online purchases. During a transaction you will be prompted to answer your 3D Secure security question.

You can view and update your security question anytime in the AirPlus Portal by navigating to: "Profile settings" > "3D Secure Profile".

You can check your spending limit anytime in the AirPlus Portal or the AirPlus App:

• In the AirPlus Portal you can view your total spending limit, along with the remaining amount shown in both monetary and percentual values.
• In the AirPlus Mobile App your current spending limit is displayed as the first piece of information under your card.

The credit limit of an AirPlus Corporate Card with corporate liability is determined by your company. For liability reasons, we are unable to change the limit without your company's approval.

If your credit limit is insufficient,please contact the appropriate department within your company.

Your payment may have been declined for one of the following reasons:

• Incorrect PIN: Please ensure you enter the correct PIN during your next transaction. You can view your card PIN anytime in the card settings within the AirPlus Portal. Note that entering an incorrect PIN too many times will result in your card being blocked.
• Exceeded Card Limit: Your transaction may have exceeded your card's limit. You can check your limit anytime in the AirPlus Portal or the AirPlus App. For more details, refer to the "How can I change my credit limit?" question in this section.
• High-Risk Country (HRC) Transaction: The transaction may have occurred in a country designated as high-risk (HRC). You can find the list of HRCs here .
• Incorrect 3D Secure Answer: The answer to your 3D Secure security question for online payments may have been incorrect. You can find details about your 3D Secure profile, including the secret question, in the "3D Secure Profile" section of your AirPlus profile settings.

Any transaction can be quickly disputed:

• Click the button "Transactions" at the top of the AirPlus Portal.
• Click on the "Start Dispute" button at the top right of the transaction list.
• Select the transactions you wish to dispute under the same cause and finalize the dispute. AirPlus will then promptly initiate a review of the disputed transaction(s).

Please note that merchants may appear under unfamiliar names in your transaction list. Make sure to double-check the transaction details before initiating a dispute.

You can easily access your monthly card statements as PDF files anytime in the "Last Statements" section of the AirPlus Portal.

AirPlus provides statements online only. You will receive an email notification when a new statement is available.

You can update your personal information at any time in the AirPlus Portal :

• To change your address, mobile number or contact information go to “Card User” > “Profile Settings” > “Personal Details”. We are legally required to maintain your current primary residence in our system.
• To change your bank details go to the “Security Settings” of the respective card. Submitting new bank details grants us a new SEPA mandate, allowing us to automatically process your transactions.

After applying for an AirPlus Corporate Card, you will receive an email with an invitation to register in the AirPlus Portal using the provided invitation link.

You can start paying with your card before you receive the physical credit card.

Here's how:

• Download the AirPlus Mobile App from the Apple or Google Play App Store on your smartphone.
• Log into the app using your personal access credentials for the AirPlus Portal.
• Add your card to your smartphone's wallet directly from the mobile app.

You will need your PIN for the first payment at the POS (Point of Sale) with your AirPlus card. You can find your PIN in the AirPlus Portal under the "View My PIN" function.

If needed, you can set your own PIN in the AirPlus Portal. However, we recommend doing this only after you have made your first payment using the provided PIN.

Enable transaction email notifications in the AirPlus Portal under "Settings" > "Card Control" to monitor your expenses.

Note: For e-commerce payments, you may be asked to provide the answer to your security question. You provided this answer during the AirPlus card application process. You can view it in the AirPlus Portal under "Settings" > "3D Secure Usage".