Frequently asked questions (FAQ)

Hello HelloPayer!

Here is the card that you can use throughout the year at numerous festivals, bars, clubs as well as in many restaurants and events of our partners. Here is a card which makes the queue shorter rather than longer either you are at a festival or just go to a party downtown.

If you have question or problem with your card, here you can find some useful information.

WHERE COULD I GET MY CARD AND HOW TO TOP UP MY BALANCE?


You can order your hellopay® card free of charge at www.hello-pay.cz and we will deliver it to you after topping up minimum 100 CZK. You can also pick up your hellopay® card and topping it up with cash or credit card at every hellopay® partner and top up point, as well as at the designated points of events:
− Returnable deposit for card is 50 CZK.
− The maximum limit of the top up(s) is 6.750 CZK

HOW TO REGISTER MY CARD AND WHY IT IS USEFUL?

Create your profile first on the www.hello-pay.cz website, log-in to the webpage, then register your card under the menu of CARD/CARD REGISTRATION. Registration of your card is not obligatory, but advisable
− because the balance of a lost card may only be blocked if it has been previously registered.
− because as a registered card user, you can receive many discounts & gifts from us that you can also follow after log-in, under the menu of MY PROMO COUPONS.
− because you can be informed about the latest promotions.

WHAT SHOULD I DO IF MY CARD IS LOST OR DAMAGED?

If you lose your card or it is damaged in such a way that it is rendered useless, you may request a new one for a card usage fee of 50 CZK. The balance of the old card may only be transferred to the new one if it has been previously registered and blocked. Send your request for a card replacement to helpdesk@hello-pay.cz or visit designated points of events.

HOW CAN I PAY?

If you touch your card to the reader of the terminal, the system first identifies you and your particular discounts or gifts to which you are entitled, then before approving the amount of your purchase, you have the possibility to choose between 0%-5%-10%-15%-20% of tip. In this case, your card can be charged with an amount increased by the tip that is higher than the actual amount of purchase. Before approval of your purchase, please make sure that the right amount appears on the terminal’s screen, if the amount is correct, please touch your card to the reader.

HOW TO CHECK THE AVAILABLE BALANCE ON MY CARD?

The balance of your card can be checked while making a purchase at the hellopay® partners as well as at any hellopay® top up point. Moreover, once you have registered your card, you have the opportunity to see your balance on www.hello-pay.cz under BALANCE after log-in. With the CARD / PURCHASE HISTORY function, you can also track your spending and see the financial history.

HOW TO BLOCK MY LOST CARD?

Your card can be blocked only if it has been previously registered. Log-in to the www.hello-pay.cz webpage and block your card under the menu of CARD/CARD BLOCKING, then send your request for a new one for an additional card usage fee of 50 CZK. After blocking your card, you can ask to transfer the balance of the old card to the new one to contact us via helpdesk@hello-pay.cz , but only in case of your old card has been previously registered and blocked.

WHERE AND HOW CAN I REFUND MY CARD?

Your card can be refunded only at the event (where you received it) at the designated point(s) until the end of the event and only if you returned it intact and you haven’t blocked it. We kindly advise you to keep your card, once you have it in your hand, because further on you can pay with it at numerous bars, clubs as well as restaurants and festivals..

WHERE AND HOW TO SPEND THE REMAINING BALANCE OF MONEY ON MY CARD AFTER THE EVENT OR FESTIVAL?

You can get informed about the current hellopay® partners on www.hello-pay.cz under the menu of hellopay® PARTNERS. Your balance will be „available” after the event too, and in this case you can spend the money remaining on your card in a regular way; by touching it to the terminal’s screen at the hellopay® partners.

WHERE AND HOW CAN I REFUND MY BALANCE?

The balance of your card can be refunded only at the partnents event, where you collected the card or hellopay® partners. After that, the balance can’t be used anymore, but if you reload money on your card, you can use it again. In case of events, the balance on the Card can be refunded at the event site, during the event’s opening hours at the designated point(s), or after the event you can spend the remaining money at the hellopay® partners within 6 months from the final transaction conducted with the card.