FAQ SECTION

This section contains Frequently Asked Questions (FAQs) about Lanistar and the Lanistar Card. This comprehensive FAQ section will include some features that are either not available in your region or still in development at this time.

Lanistar FAQs

Who is behind Lanistar?

Lanistar was founded in 2019 by the young entrepreneur Gurhan Kiziloz whose ambition is to create a £1bn Fintech unicorn and truly challenge the status quo of old fashioned, traditional banking services.

Behind Lanistar is a group of young people that will change the way traditional banking is performed. We believe in transparency and the future of banking.

How does Lanistar work?

Our launch card is a standard payment or debit card – this is to get our product live and tested.

But, our next release creates a game-changing new payment card product, which is designed to help our customers streamline their money through cutting-edge technology and unique patents. Thanks to Lanistar’s ground-breaking Polymorphic Technology, you can carry up to 8 bank cards in one place with the unique Lanistar Card!

Our company differentiates itself from the others by providing enhanced security for its customers. Lanistar is powered by polymorphic banking technology, and the Volt card is the probably the most secure payment card ever created.

What countries are supported?

At present Brazil, the UK and countries in the Eurozone (EU) but we have launch plans across the rest of Europe, LATAM, Turkey, India, UAE, the USA and Canada over the next 18 months.

How secure is Lanistar?

Our payment cards are probably some of safest in the world. Unlike other payment cards where the PIN, expiry date, and the CVV are always the same, The Lanistar Volt card will eventually give you the ability to change these details with each purchase, so if your details get out, they’re effectively worthless. While all Lanistar payment cards come with the dynamic CVV and expiry date feature, only the Volt payment card allows the dynamic PIN option at this time.

Our company differentiates itself from the others by providing enhanced security for its customers. Lanistar is powered by polymorphic technology, and the Volt Card is probably one of the most secure payment cards ever created.

Lanistar payment card has a range of unique security features that provide you with peace of mind from financial fraud. You can open an account in minutes and stack up to eight payment cards to your Lanistar payment card. You have the possibility to pay with any Mastercard or Visa payment card you wish, to have multi-currency accounts to manage your own security measures. We give you the possibility to track and budget your spending across your loaded payment cards.

Is Lanistar a bank?

Lanistar is not a bank but a payment card provider. We are an intermediary that offers financial services to end users. We offer the services of a typical bank account through our banking partner Modulr but with advanced UI/UX and design to make it easier and probably more secure than high street banks.

Getting started with Lanistar.

You can start by downloading our Lanistar app for iOS or Android, installing it on your phone, and following the steps provided within the app.

Benefits of using Lanistar.

Lanistar payment card has a range of unique security features that provide you with peace of mind from financial fraud.

You can open an account in minutes and stack up to eight bank cards to your Lanistar payment card. You have the possibility to pay with any payment card you wish, to have multi-currency accounts to manage your own security measures. We give you the possibility to track and budget your spending across your loaded payment cards.

How much does Lanistar cost?

Lanistar has three product tiers to suit your needs:

Chrome – Free* account with core features and benefits, and a taste of our polymorphic technology through your Lanistar payment card and the ability to stack up to two funding cards onto your Lanistar payment card. * Chrome is free for the first months and the £0.99 per month.

ChromeX - Entry-level subscription service with increased limits, and the ability to stack up to four funding cards onto your Lanistar payment card, making every transaction secure. The pricing for the Chrome X payment card is £3.99 per month.

Chrome Volt- Our high-end subscription service with high-level limits, and the ability to stack up to eight different payment options on to the most secure payment card in the world, with its own keypad and display. The pricing for the Chrome Volt will be £14.99 for a limited time available and then £19.99.

What is the benefit of having a keypad and display on a payment card?

Security. The Chrome Volt payment card is built on the latest banking technology and is probably one of the most secure payment card ever created. Customers can choose to pay with up to 8 different payment sources, which can be selected directly on the payment card. You can also gather your one-time PIN and CVV2 numbers directly from the payment card for online use at shops, or at ATMs.

Can Lanistar replace my bank account?

We make it easier and safer to spend money, but we’re not a full-service bank. We are a payment card.

What do I need to use Lanistar?

If you’re over 18, and a UK/EU resident, the only thing that you will need is your mobile phone and an internet connection. You’ll probably also want to have some money.

Which other financial services does Lanistar work with?

We work with:

Modulr Financial W2 Global Accomplish Financial

AllPay Acesso Bank / Bankly (Brazil) Cambrist Limited

Which security providers does Lanistar cooperate with?

We cooperate with:

FCA (Financial Conduct Athority)
GDPR (General Data Protection Regulation) Act 2018 & 2021
PCI DSS (Payment Card Industry Data Security Standard)
CBI (Central Bank of Ireland)
BCB (Banco Central do Brasil)

What is Polymorphic security and payments?

The polymorphic security and payment features will be available later in 2022.

Polymorphic security and payments is when the cardholder is able to choose which method he/she wants to use to purchase at any retailer. The resulting method of payment is consistent and completely secure. It’s where the retailer no longer dictates the method by which a consumer will fund their purchase. This represents a complete 180 degree pivot on who selects the source of funds used for a purchase.

Volt will therefore provide each cardmember with a consistent user experience regardless of payment type, platform, settlement method or destination account – and no matter whether they’re spending online, over the telephone or in a store.

The Volt payment card has been designed to deliver this consistent polymorphic experience for shoppers. When payment cardmembers link their Visa®, and Mastercard® funding cards to the Volt payment card, they’ll be able to use any of these payment cards to securely fund their purchases with, wherever Mastercard® is accepted – regardless of whether the retailer directly accepts the payment card the cardmember wants to ultimately fund the purchase with or not.

Under which License does Lanistar operate?

Lanistar Ltd is a registered EMD agent (FRN: 902996) of Modulr FS Limited and may distribute and redeem e-money and provide payment services. Modulr FS Limited is authorised by the Financial Conduct Authority (“FCA”) under the Electronic Money Regulations 2011 (FRN: 900573) for the issuing of electronic money and to provide payment services.

When will you launch?

Lanistar will start delivering the Chrome and Chrome X payment cards in early 2022. With launches in Brazil and the UK. This will be closely followed by the Eurozone countries.

Later in 2022 we will launch in the remainder of the EEA, LATAM, Turkey and India. We are also aiming for USA and Canada before the end of 2022.

General FAQ

What happens if I lose my phone?

If you lose your phone, you’ll still be able to use your payment card but won’t be able to access many of the features such as payment card swapping or dynamic CVV security. In any case, it’s best to contact our customer support team at support@lanistar.com, so that we can assist you.

Whenever you get your new phone please write an email to us, so that we can send you the needed information and to tell you how to proceed with the next steps.

How do I change my listed phone/device?

You can only log in to only one device at a time. If you want to change your listed phone/device all you have to do is just log in to your new device and automatically you will be logged out of your previous device.

How old do I need to be to have a Lanistar card?

The law prohibits issuers from offering payment cards to anyone under the age of 18. So, in order to use any of our payment cards, you will need to be 18 years or older.

How do I invite my friends to join Lanistar?

You can invite your friends by using our app. You can select them from your phone book, and afterwards they will receive an invitation to join Lanistar.

Will I get rewarded for inviting people?

From time to time Lanistar will run promotions that reward customers for recommending new customers to Lanistar. Promotions will be promoted in the app and/or on the website for limited times.

How does Lanistar use my information?

Lanistar is GDPR compliant so we are not using your data for any reason that’s beyond the policies of the company.

What happens if I forget my password?

When you forget your password for any reason please send an email to support@lanistar.com or go in the app and push the forgot my password button. You will be given a new password where you will need to change it in order to have a new password. Please change your password as soon as you get a new one from us.

Do I need my mobile phone with me when I’m using the card?

You won’t need your mobile phone for completing most of the purchases and transactions with your Lanistar payment card. If you’re making a purchase and the retailer’s POS (Point Of Sale) machine doesn’t support EMV (Europay, MasterCard, and Visa) you’ll need to use the Lanistar payment card’s magnetic stripe. Because magnetic stripe purchases are considered insecure, your magnetic strip will be off by default. To use it, you will need to pre-authorise all purchases in the app.

Here’s how it’ll work for each tier.

For Chrome: Some features on your payment card will work, depending on your settings. For example: you can generate a CVV2 directly from the payment card. When you generate a new CVV2 it will only be valid for the period of time displayed in the app.

For Chrome X: The same as the above. Please note that if you have multiple payment cards loaded up to your Lanistar payment card, all of your default payments will come out of your Lanistar account. This applies for if the phone is off.

For Chrome Volt: Most features are still available and selectable through the payment card directly. You can use dynamic PIN, turn on contactless, and select which payment card to pay with, directly on the payment card

How do I file a complaint?

If you would like to make a complaint you can contact Customer Support via our in-app Live Chat or via email at support@lanistar.com

How does Lanistar support the environment?

We plant a tree for every new customer, and we’ve already ordered one million trees to be planted across 2021.

What languages is Lanistar available in?

Lanistar customer support is available in English, French, German, Italian, Portuguese and Spanish.

Can I send an invite to my social media friends?

You can help spread our Lanistar net of users through any social media platform you like, but you can only refer them via phone numbers. PLEASE REMEMBER: DO NOT share your personal information, card details and CVV/PIN codes with anyone.

What devices can I use the Lanistar app on?

Like most of your favourite apps, we’re on iOS and Android.

What are IBANs and BICs and when do I need them?

An IBAN, or international bank account number, is a standard international numbering system developed to identify an overseas bank account. The number starts with a two-digit country code, then two numbers, followed by up to third-five alphanumeric characters. However, an IBAN does not replace a bank's own account number, as it’s only meant to provide additional information that helps in identifying overseas payments.

A BIC (Bank Identifier Code) is the SWIFT Address assigned to a bank in order to send automated payments quickly and accurately to the banks concerned. It uniquely identifies the name and country, (and sometimes the branch) of the bank involved.

How many transactions can I view on my app?

You can see all transactions made through your Lanistar payment card. If you use one of your linked payment cards on its own (meaning not through Lanistar), that transaction will not show up in your Lanistar app.

Is there a fee when I transfer money from one Lanistar account to another?

There are no fees for Lanistar to Lanistar transfers.

I forgot my PIN, what now?

In this should happen, please contact our Customer Support Team via Live Chat on the app or via email: support@lanistar.com

I lost my phone, how do I get a new PIN?

In this should happen, please contact our Customer Support Team via Live Chat on the app or via email: support@lanistar.com

Is there anything I can’t buy with my Lanistar card

Nope, you can buy anything. As long as it’s legal. #staylegal

Is my money protected by the FSCS and up to what amount?

No, although Lanistar Ltd is a registered EMD agent (FRN: 902996) of Modulr FS Limited and may distribute and redeem e-money and provide payment services. Modulr FS Limited is authorised by the Financial Conduct Authority (“FCA”) under the Electronic Money Regulations 2011 (FRN: 900573) for the issuing of electronic money and to provide payment services.

Neither Lanistar or Modulr are a banking financial institution so are not covered under the FSCS.

How can I contact Customer Support?

Our Customer Support is available 24/7 via Live Chat in the app or via email: support@lanistar.com

Can I ask you a question that hasn’t been answered in your FAQs?

Please do. Just click the Live Chat feature and we’ll do our best to answer your question.

How does Lanistar work for contactless or Tap & Pay payments?

We are quite different from all of our competitors when it comes to security. Unlike less secure payment cards the Lanistar payment card will require you to choose an option to turn on and off your contactless or Tap & Pay option.

When should I Enter my PIN into the device?

Lanistar users will have the ability to choose to turn on and off the option for a dynamic pin. A dynamic pin works on the principle where you will be given a new code every time you wish to make a transaction. You will have up to 60 seconds to use the pin before it expires. With the premium Volt payment card, you will be able to turn on the contactless in order to pay without a pin up to a certain amount, and you will have the option to turn on and off the static PIN in the app.

Why has my transaction been declined?

The terminal will tell you straight away if you don’t have the funds to complete the transaction or if you have input the wrong PIN. The easier thing to do is generate another PIN and try again. Or feel free to contact our Customer Support team.

How do I dispose of a Lanistar card?

If you wish to dispose of your card it is recommended first that you ‘freeze’ your card in the Lanistar app and contact support@lanistar.com to request your account to be closed. Then you can dispose of your card securely and making sure the microchip and magnetic stripe are cut up.

Account FAQ

How to create an account?

Simply download our app from the app store (iOS or Android), follow the easy step-by-step process, fill in your details and upload your required documents to undergo KYC (Know Your Client) check. Then enter your email address. When you enter your email address please enter your phone number, and country of residence, and you will receive a confirmation code where you will need to put in the app. After that’s finished you will be logged in the app where you will be prompted to choose the Lanistar payment card of your choice.

How to activate an account?

When you have already created an account you should activate it. The easiest way to do so is by simply opening the app and ordering the payment card. When you have created the account you will be prompted to order your payment card of choice.

Order it and it will transfer you to a new window where you will be asked to put in your current address of living in order for the Lanistar payment card to arrive at your doorstep. Once that is finished you will be prompted to undergo a KYC (Know Your Client) check to prove your identity.

When all of this is finished you will be done with the activation of your account.

Who can have a Lanistar account?

Only individuals can apply for a Lanistar Card providing you are over 18 years of age you. Companies or businesses are not able to apply.

Anyone who applies for the Lanistar Card will need to complete and online application via our App and provide personal information and documentation (and pass) our Know Your Customer (KYC) checks.

What documents do I need to open an account?

In order to open an account you need a Valid ID ,Passport, Residence Permit, or a Driving License. Your documents can be scanned on the app and stored securely. After the registration, your account will be verified within minutes.

Can I upgrade my account?

Of course you can. Upgrading your account is really easy and simple, and you can do it any time via our app (see Terms and Condition). Simply access the upgrade feature in Account Settings and follow the easy to use guide (subscription fees apply). Although possible you can downgrade your account but only after 12 months of subscription.

Does Lanistar offer a savings account?

No, Lanistar is not a Bank and therefore does not offer a saving facility.

How do I change my personal information?

In order to change your personal information by yourself, you need to access your account in the settings section of our app. You can also contact our friendly Customer Support team which is available 24/7 at support@lanistar.com or through the app. Some changes into your account information might require supporting documents.

How do I close my account?

In order to close your account you can do it through the app or by contacting Customer Support at support@lanistar.com or through the app. (refer to terms and conditions).

Can Lanistar close my account?

Lanistar can close your account if you are involved in fraudulent activity, money laundering, aiding terrorism or any other illegal activity. (please refer to Terms and Conditions).

How do I download my financial information?

If you want to download your financial information, including the account balance and transaction status, you can extract that through the report tab the app. You have the option to select the time frame with the information that you would like to receive the report for.

How do I find my IBAN or account number?

Your IBAN (account number) will be presented in the mobile app, in the account section (sort code for UK residence as well).

How do I prove my identity?

You can prove your identity by providing the identification documents (ID or Passport) and a selfie required in the identification process.

Why do I need to verify my identity?

You need to verify your identity because each account needs to be assigned to a verified account holder. Only by proving your identity can you enjoy all the benefits of having a Lanistar account. Would you be comfortable if we didn’t verify you?

How do I download my fees statement?

Your fees and statement will be available in the Lanistar App.

How do I reset my password?

There is no password for logging in the app. The app uses an app code for authentication or critical functions verification. You can easily go to the security settings in the app under the account settings, and you can change your app code.

Is there a multi-currency account?

No, if you require an account in a different currency then you will have to have a separate Lanistar card. However, you can use your Lanistar Card in over 38 million outlets around the world using your single account.

Do you provide connected/joint accounts?

Unfortunately we do not offer connected or joint accounts. But we are planning to offer that option in the future though. So keep an eye out!

Can I sign up with my social media account or Google?

Not at the moment (we’re working on it). But our sign up process is very easy and straightforward.

How do I verify my account?

To verify your account you need to provide a valid ID,Passport, Residence Permit, or a Driving License. Next you will need a selfie of yourself with a similar picture to one of the documents provided by you in the previous section. When everything is matching you will have a verified account in a couple of minutes. You need to verify your identity because each account needs to be assigned to a verified account holder. Only by proving your identity can you enjoy all the benefits of having a Lanistar account. Would you be comfortable if we didn’t?

How do I upgrade or downgrade my account?

Upgrading your account is easy. All you have to do is access the upgrade feature in Account Settings section and follow the easy-to-use guide (subscription fees apply). Please note, this is not the same when downgrading your account. When the Chrome X subscription payment stops, the Chrome X card will be disabled. If the user wants to re-subscribe for a Chrome X, they will need to order another card. The user will also need to pay the remaining fees of the subscription plan they signed up to.

Will I get interest from balances in my Lanistar account?

Unfortunately you won’t get any interest while using your Lanistar account as it is not a savings account.

Can I pause or freeze my account?

You can easily pause your account at any given time. Simply open the app and go to the Account Settings page. There will be an option to pause your account. Simply press it. If you wish to discuss other options please click on the link to speak to one of our friendly Customer Support representatives and they will have the answer to everything in no time.

Can I open a business account with Lanistar?

Unfortunately no. At this moment Lanistar is servicing only private individuals and their personal accounts. Although, we may have the option to open a business account in the future.

Can I add cryptocurrencies to my Lanistar account?

Right now no, but this is something we are looking into.

Do I need a credit check to apply for an account?

No. Since we don’t offer any loan services, there’s no need for us to do a credit check, but we do perform automated (and where necessary manual) personal data verification checks to confirm your identity.

How long will it take to open an account?

Just a couple of minutes! Once you enter the necessary personal information, add the required documents and you will be up and running in minutes.

Can I authorize someone else to use my account?

Unfortunately it’s not possible to authorize someone else to use your account. We are trying to keep our customers as safe as possible and we do not want to have any misuse of someone's personal information and account. The Lanistar accounts are personal, and account usage is limited strictly to the account holders.

Can I open an account for free?

Yes, however this applies to the virtual card only. Some fees will apply down the line. Please refer to the fees section to find out more.

-Can I share my account details with another person?

Yes, you can. You can share your account details through the app by selecting the “share” button, and selecting from the media tool available on your phone. Even though we do not advise you to share your account details with everyone, sometimes it’s necessary. Make sure that you share your details only if you have to, and only to trusted people. We won’t ask for your personal information under any circumstances.

Can I use a card under a different name to top up my account?

We do not support this option. All of the top ups on your personal account will have to come from you. But other people have the option to send you money via bank transfer and debit/credit card.

Card FAQs

Will my cards be transferred if I upgrade or downgrade my account?

Upgrading the Lanistar payment card from Chrome to Chrome X would not interfere with the linked payment cards in any way but, when upgrading to Chrome Volt the payment cards will have to be linked again from the beginning.

Will I be able to use my other bank cards if I join Lanistar?

That’s what makes Lanistar untouchable! Once you link your old payment cards to Lanistar you are free from all that useless plastic and you can shop with a new layer of safety around your purchases, both online and in stores.

Where is the Lanistar card accepted?

The Lanistar payment card can be used everywhere Mastercard is accepted.

How do I link payment cards to the Lanistar card?

Linking payment cards is done securely and easily through our app where you can enter your funding payment card details. Once it is verified that you are the cardholder you can select which button you want to link the payment card to on the Lanistar payment card.

Is there a virtual card?

Yes, you will receive a Virtual payment card as soon as you have opened your free account with Lanistar.

Can I use the virtual card when I don’t have my physical card?

Yes.

How do I replace my expiring/expired Lanistar card?

A new payment card will be submitted automatically before the previous one expires. You will receive this in the mail and you will receive a notification through the Lanistar app that it is on its way.

How do I activate the card?

Once the payment card arrives through the post, you can activate your card via the Lanistar App.

How long does it take for the Lanistar card to arrive?

The Lanistar payment card will arrive within ten working days.

How do I top up the card?

You can easily top up your Lanistar payment card through debit card payment, bank transfer, Pay Point (UK only) and cash top up in any PayPoint store (UK).

How do I deactivate the card?

You can freeze the payment card for 24h from the app, and later unfreeze it later. After 24h the payment card will be blocked permanently and a new payment card will be issued. The option to report your payment card as stolen is available through email or Live Chat and your payment card will be immediately blocked.

My contactless is not working, what should I do?

Please make sure it is not turned off in the app, if not contact us and we’ll look into it.

How do I order my card?

During the registration process you will pick a payment card it will be sent to you when the process is complete.

How do I reorder my card?

In the cases where the payment card is lost or broken and a replacement is necessary, you can reorder from the payment card section in the mobile app. Please refer to the T&C’s in order to check if your tier will allow you to re-order a new payment card. Some payment cards have a limited amount of free replacements.

My card has been compromised.

Freeze the payment card and contact support immediately.

My card has been captured by an ATM.

Please contact customer support in order to have a replacement payment card sent out to you.

I’ve lost my card and I’m currently abroad. Can you send me another card?

Unfortunately payment cards can only be sent to the registered address. But please freeze your payment card, so nobody is able to use it in case it’s found.

How does the dynamic PIN work?

The dynamic PIN gives you the option to use a one-time PIN code for ATM and shop transactions. To turn on your dynamic PIN, simply go to your desired payment card in the app and toggle on the “dynamic PIN” - After you authenticate in the app with your (fingerprint, faceID or passcode), your 4 digit one-time PIN code will be displayed, giving you the time frame of usage for this particular code. You can use this PIN the next time you use your Lanistar payment card at a shop or ATM. This process can be used for any payment card that you have synced up onto your Lanistar payment card (e.g. your Santander current account), consequently raising the security of your other payment options. The dynamic pin is only available for the Volt payment card.

How does the dynamic CVV2 work?

The dynamic CVV2 is generated by the app.If you have the Chrome Volt payment card you can generate a CVV directly from the payment card. When you generate a new CVV2 it will only be valid for the period of time displayed in the app.

Why do I not get prompted for 3DS when completing an online purchase?

That’s because with Lanistar, you’ve already carried out a personal authentication to make a payment. This is usually the final step to prevent fraud, whereas with Lanistar it’s one of the first steps we take to authenticate your transactions.

How do I change my PIN?

Your static PIN can be changed using an ATM machine, dynamic PINs are short lived so you’ll never need to change it, just generate a new one. Your static PIN can be used when your dynamic PIN security is turned off, same as with any other payment card.

This PIN can be changed at the ATM of any major high street bank by choosing “PIN services” when prompted.

What happens if I damage the card?

If you do manage to damage the payment card to the point where its use is affected, please contact Lanistar support through the app or online on our website.

Can I temporarily freeze my card?

You can freeze your payment card at any time via the App.

There are transactions I do not recognize, who do I contact?

If you notice transactions that you do not recognise please contact support immediately.

How do I replace the Chrome Volt Battery?

Your battery has a long life, and should last for at least 2,000 transactions. You can monitor battery life in the app, and we’ll send you a replacement payment card when the time comes.

My card hasn’t arrived yet, what should I do now?

Please contact our Support team, they will be able to check the system and provide you with detailed information.

Can I have two or more Lanistar cards at the same time?

Currently we only offer one payment card per person.

Can I be connected to the app on multiple devices?

Yes, you can be connected on multiple devices.

Can Lanistar be used as a credit card?

No. For now our Lanistar payment card can be used only as a Debit payment card.

Can my card be reloaded?

You can add money to your payment card in multiple ways, such as setting up direct deposits, loading cash at participating retailers (via Paypoint) and making online transfers or mobile deposits from a smartphone.

What is the limit of my contactless?

The limit is set to 100 GBP and 50 Euro. However, these limits are reviewed by the financial regulators and amended regularly.

Who can apply for a Lanistar card?

The Lanistar payment card will available across Brazil, the UK and Eurozone in early 2022 and expanded to other countries in LATAM and the rest of EEA (European Economic Area) countries later in 2022 for residents over the age of 18. However, we are taking registrations of interest from all regions around the world and will be expanding out the launch program as soon as possible. We would encourage you to register an account, even if you are not an EEA (European Economic Area) resident just so we can contact you/inform you when the Lanistar payment card becomes available in your region.

Will the Lanistar card come with a warranty?

The fair use warranty covers replacement of the payment card if it’s defective in the first 12 months or within the expected life of the payment card – whichever of the two is shorter. For the Chrome Volt the expected life of the payment card is based on regular battery checks and is displayed in the app.

How many payment cards can be linked to the Lanistar card?

An unlimited source of funding cards and options can be managed via the Lanistar app but only eight payment cards can be securely linked to the Lanistar payment card at one time.

How do I link payment cards with different billing addresses?

To add payment cards with a different billing address you will follow the same process to link your other payment cards with an additional verification check to provide evidence that you are the cardholder. Further details will be provided via the app. Also Lanistar performs security checks, validation and verification to ensure payment cards being linked to the Lanistar payment card are legitimate.

Can I create or choose my own secret PIN?

Yes, you will be provided with a PIN when you get the payment card but as with any other EMV (Europay, MasterCard, and Visa) payment card, you will be able to select your own PIN at any ATM that supports EMV (Europay, MasterCard, and Visa).

How does Lanistar work for shopping online or by phone?

Type your PIN directly into your Lanistar payment card to generate a 3-digit one-time CVV code. The payment card will generate five digits, the first two should be used as the payment card’s expiry month, and the final three should be used as the CVV.

What do i do if the card displays “t-Err”?

The Lanistar payment card will display “t-Err” if the wrong PIN is input three times to a POSc(Point of sale)/ATM or TAP & PAY or if the wrong 9-digit MYPIN code has been input to the MYPIN feature. After 20 minutes the payment card will allow you to input the PIN to unlock the payment card. Input of the wrong PIN at this time will lock the payment card and you’ll have to contact Lanistar Customer Support.

What do i do if the card displays “FAIL”?

The Lanistar payment card will display “FAIL LOCKED” if the wrong PIN has been input too many times when using either the POS(Point of sale)/ATM or TAP & PAY features or too many inaccurate MYPIN codes have been tried using the MYPIN feature.You will need to contact Lanistar 24/7 Customer Support support@lanistar.com or through the chat form on the app.

What do i do if i have a problem with my card and cannot get it to work or something appears to be wrong with it?

For any troubleshooting related issues with the payment card you should immediately contact our 24/7 customer support team. You can contact our support team via email : support@lanistar.com or through the chat form on the app.

How do I order my Lanistar card?

You will be asked to choose a payment card during the account setup process.

How long will it take to receive my card?

It should take up to 10 days for your payment card to be shipped to you, but we’ll keep you updated once we’ve got your order.

What if I change banks and get new payment cards?

If you’ve linked payment cards to the Lanistar payment card you can just as easily (and securely) de-link them and link new payment cards.

How does Lanistar work for POS(Point of sale) and ATM transactions?

You only ever input your secret PIN to the Lanistar payment card. The payment card then uses the PIN entered to generate a one-time passcode that’s then used at the POS (Point of Sale) or ATM. This means that the code keyed into the POS (Point of Sale) terminal or ATM is not the secret PIN, which prevents the PIN from being stolen.

Can I use the Lanistar card abroad?

Yes, you may use your Lanistar payment card wherever Mastercard is accepted. If you are using your Lanistar payment card for a transaction that is not in GBP, your payment card's currency value of the transaction will be converted to GBP by the Mastercard network and will vary based on the exchange rate.

App FAQs

What does the Lanistar app do?

The Lanistar app provides secure and convenient access to payment card management and secure funding features, it also lets you see, track and manage your financial activity across multiple funding payment cards.

Does your card support Google and Apple pay?

At the moment, no. In the future, absolutely.

How do I keep track of all my spendings?

The transfer section in the app is where clients can check and keep track on all of their payments and expenses.

The app is crashing a lot, what should I do?

Contact support and explain your problem in detail so that they can help you resolve the issues you are facing.

Can I pay in a store with my app?

You can’t at this point in time. But we’re working on that.

How to set up a budget in the app?

This is currently in development. Setting up a budget is easily done in the settings menu just follow the onscreen instructions.

How do I secure my app if my phone does not have Face ID and Touch ID?

Standard PIN code verification will be utilized in these occasions. Where you will have to know your PIN code where you will be asked to use the PIN. For safety reasons please use a PIN where you will remember it.

I don’t see my transactions in the app.

Please contact our friendly customer support team and explain your situation so we can look into the issue.

Can you define the categories in the app?

Each payment will be set in a certain category that correlates with the category provided by the app. The option to create your own categories is not available, however you can change your payments to be from different categories.

(e.g. If you want to change a Sainsbury’s payment from Grocery to Transport because the payment was for petrol).

Can you download the report from the budgeting feature in the app?

Yes – this is currently in development but once live you will have a link to download your reports via a CSV, PDF or Excel file.

Can you change the language of the app?

Yes, you can choose from English, Portuguese, Spanish, French and German but we are adding new languages all the time based upon our launch plans.

How to manage the notifications in the app?

Notification request/approval is sent when the app starts loading. If you want to change these settings you can do so in the settings area of the app.

My app is not working, who do I contact?

Please contact customer service with your query and explain the issues that you are facing so that the Lanistar team can help you in resolving it and help you prevent this issue from happening again.

What happens if my Touch ID and Face ID is not working?

Standard access code verification will be used in order to access your app

How can I keep track of my daily spending?

Daily spending can be tracked in the spending total option this will allow you to control and add limited to your spending.

Which reports are available via the Lanistar app?

You will be able to view your transaction history and balance for your Lanistar payment card.

Your online statement will show individual transactions, with details including:

· The amount of the Transaction in the currency it took place.

· Any charges made for the Transaction (e.g. ATM withdrawal fee, Lanistar Service related fee).

· The date the Transaction was authorised.

· Details of the funding payment card used.

FX Foreign Exchange rates used where applicable.

What will appear on my individual card statements?

Any transactions you make with your Lanistar payment card will appear on each payment card’s individual statement. Each transaction made through your Lanistar payment card will appear proceed by LSTAR. So, LSTAR – John Lewis; LSTAR – Nandos. It will also include the transaction amount and any applicable fees.

Transfer and Payments FAQs

How do I receive money?

It’s so easy to receive money on your Lanistar account. All you have to do is just provide the sender with your full name and account number. The money will be added automatically once it arrives.

How do I send money?

Simply open the app, click on “send money”, enter the details of the account that you would like to send money to, make sure that you have the amount of money you would like to send available on your account and proceed with the transfer.

What kind of payments can i receive into my account?

You can receive all kinds of payments into your account. The kind of payments that you are able to receive depends if your account is a Euro or GBP account, Swift, Sepa or Fast Payments.

Can I receive large amounts of money into my Lanistar account?

You can receive anything from a single pence to a £100,000 GBP. Please note that by Bank of England and European Central Bank regulations there might be additional documentation requested from you in order to receive large sums of money. This is to show proof of source of funds which is an international financial regulatory requirement.

What is the minimum amount of money I am allowed to receive?

There is no minimum transfer amount but you will still be charged a fixed rate for any amount. For reference of the legal aspects of merchant payments please see below. (not finished)

What is the minimum amount of money I am allowed to send?

There is no minimum card payment law, which means that there’s nothing stopping businesses from setting a minimum spending limit. There is no minimum amount of money that you are allowed to send. Setting a minimum spend on payment card is a violation of these rules and can result in a hefty fee or account suspension.

What is the maximum amount of money I am allowed to receive?

There is not a maximum amount of money you are allowed to receive. We do not set the maximum for POS (point of sale). In regards to transfers it depends from bank to bank but the average is £50,000 for online payments and £250,000 interbank cost if a user transfers from their Lanistar account to another user’s Lanistar account.

How long does it take for money to make it into my account?

The time that it takes for the money to be available on your account depends on the method that was used to send the money to you. It may take up to 24 hours for SEPA (Single Euro Payments Area), 2-5 days for Swift and up to 24 hours with Faster payments. If the person that is sending you the money has a Lanistar account, the transfer will be virtually instant.

Do I need to contact Lanistar before I receive a large amount of money in my account?

Yes, that would be preferred. That way we can be proactive and let you know if any supporting documentation will be required.

How often can I withdraw cash for free?

The amount of money that you are allowed to withdraw for free depends on your payment card. The Chrome payment card has a 300 Euro/GBP limit. The Chrome X has 500 Euro/GBP. And the Chrome Volt has 800 Euro/GBP.

How do I withdraw money?

You can withdraw money through an ATM at any Mastercard supported ATM in the world.

What are the usage limits?

May vary from account tier and the packages selected, please see the tier specification in terms and conditions.

Why is my transfer still pending in my Lanistar app?

You might have submitted the transaction after the cut off time, so it will remain pending until the next business day.

Can I split the bill?

Yes you can, but only with other Lanistar users.

How do I split the bill?

Splitting the bill is easy. Follow the next steps: open the app, go to the splitting the bill section, then select a person from your friend’s list and send them a request for the split payment. Please note that splitting the bill is possible only between Lanistar users.

What if my balance status is negative?

If you have a negative balance on your account for any reason, the negative amount will be deducted from your next top up.

Will I be charged for inbound transfers?

You won’t be charged for an inbound transfer unless in a situation where the sender has chosen the option to split or pass the charges forward to the receiver. Only in this case the charge will be taken out of your balance and you will receive the amount minus the charges from the sender.

Costs of transferring and doing payments?

The costs of transferring and doing payments are depending on the Lanistar tear and the lifestyle package you have chosen. Please check the Terms and Conditions section for more information. Here is the Link to the Terms and Conditions : https://lanistar.com/en/terms-and-conditions

Can I make payments abroad?

Yes you can. The Lanstar payment card can be used worldwide, wherever Mastercard is accepted.

Who can I send money to?

With the Lanistar payment card you can send money to anyone that has a valid bank account as long as you have their account details.

Can I link my Lanistar card to my PayPal account?

Yes, the Lanistar payment card can be linked to your PayPal account and it can be used just like you would any other payment card.

What is a SEPA (Single Euro Payment Area) transfer?

SEPA (Single Euro Payment Area) aims to make cross-border Euro transfers within this area equivalent to a domestic transfer within your own country. SEPA (Single Euro Payments Area) is made up of the Eurozone, countries within the EU and a few other countries which also support Euro bank transfer.

Can I update or cancel an online transfer?

Unfortunately it is not retrievable unless the receiver gives permission, in which case you might just as well transfer the funds back.

Can I set up future dated or recurring payments?

Yes. The Lanistar app offers you the option to set up future dated or recurring payments. You can set up a recurring payment in the payment section and choose the recurring payments section.

Can I pay in installments?

Unfortunately we do not offer this option.

Can I pay only with my phone without the card?

Not yet. Soon though.

Can I pay online with my Lanistar card?

Of course you can. Imagine if you couldn’t!

What happens if my smartphone switched off during a transaction? Is it an aborted transaction or still proceeding?

In this case, the terminal will confirm or decline the payment. It all depends on the time the phone switched off and if it managed to pass the information needed. Please check the status of the transaction when you turn on your phone.

Can I put a standing order for my future payments?

Yes, you can set out a standing order payment. This option is available in the payment section on the app.

The card payment was declined but I was still charged.

It’s almost impossible that this would happen. But in that unlikely event, try contacting the merchant to find out about the reason for this error.

Who do I contact for a payment dispute?

If you don’t recognise a transaction, contact the merchant first and try to gain further information. If this doesn’t resolve the issue and you believe that the transaction wasn’t authorized by you, feel free to contact the Lanistar Customer Support Team. Our Customer Support team is available 24/7 through live chat on the app and through email: support@lanistar.com

Security FAQs

Do I need to remember different PINs for each payment card linked to Lanistar?

No. You only need to remember one secret PIN – the Lanistar payment card’s EMV PIN - for all of your linked payment cards.

How long does the one-time passcode remain on the Volt display?

The one-time passcode remains on the Lanistar payment card’s display for 30 seconds.

How much time do I have between generating a one-time passcode and using it?

You have up to 60 seconds. During that time you can use the generated code for your purchase or cash withdrawal.

What if I forget the one-time-code that was displayed on the Lanistar card?

No worries. If you forget the code that was displayed, you can request a new code at any time. In order to display another code you just need to re-enter your PIN.

Does the device tell you when the PIN input is wrong?

No, Lanistar will always generate a one-time-code for you regardless of the PIN input. The device will never display that the PIN you’ve input is right or wrong. If you have entered your PIN incorrectly the transaction will be declined when submitting the payment card for payment. You have three attempts to enter the PIN correctly.

What happens if I forget my secret PIN?

If you forget your secret PIN, you need to contact our Customer Support Team. No worries, our team is available 24/7 and after we verify your identity we will change your PIN. It won’t last more than a few minutes.

Will my payment card details be securely stored?

Yes. All payment card details are stored according to strict PCI DSS standards that protect your payment card details from being compromised and used by anyone else but you. PCI DSS (Payment Card Industry Data Security Standard) is a set of security standards designed to ensure that all of the companies that accept, process, store or transmit payment card information maintain a secure environment.

Are my payment card details stored on the Lanistar card?

No. None of the payment card details are stored on the Lanistar payment card. If the payment card is lost or stolen, no linked payment card details can be extracted from it.

What if someone sees me input the code to an ATM or POS and then steals my Lanistar card?

The last code you entered directly into the POS or ATM will be useless to whoever steals it. Unless they know the secret PIN for the device its theft is pointless. In either case, freeze your payment card the second it goes missing and contact our Customer Support Team immediately.