Customer service

01. About SEQR

What is SEQR?

SEQR is the most complete mobile wallet application combining various features. This means that you save time and money by paying with your smartphone.

With SEQR you can:

  • Pay in stores & online;
  • Send & receive money;
  • Add loyalty programs;
  • Digitally saved receipts;
  • Make use of interesting offers.
How does SEQR differ from other mobile payment methods?

SEQR combines multiple features in a single app. SEQR’s patented technology is based on a transaction switch developed by the parent company Seamless. SEQR offers a unique, cheaper, faster and more secure payment solution for merchants and consumers. Due to SEQR’s flexibility, the app can be used both online and in-store because of its use of QR codes and NFC technology. Both loyalty programs and discounts can be applied to one single transaction. Moreover, you can also send money to friends with SEQR. You do not need to know his/her bank account number; you can simply wire the money by using a phone number.

Who is behind SEQR?

SEQR was developed by the Swedish company Seamless and is listed on the stock exchange (Nasdaq OMX Stockholm). Seamless is one of the world’s largest suppliers of payment systems for mobile telephones. Seamless was founded in 2001 and operates in 30 countries. On an annual basis, Seamless processes more than 3.1 billion transactions through 525.000 active outlets.

02. Getting started with SEQR

What does my phone need to support SEQR?

In order to be able to use SEQR, your telephone needs to have the following features:

  • Camera with autofocus
  • Touchscreen
  • Internet connection, through Wi-Fi, 3G or 4G
  • Android or iOS operating system
How can I install SEQR on my smartphone?

First, download SEQR for free in the App and Google Play Store. Then follow the registration process on your smartphone:

  1. Accept the General Terms & Conditions;
  2. Select your PIN code. This is a personal code for confirming both your registration and your payments;
  3. Enter your mobile phone number;
  4. Enter your email address;
  5. Fill out your activation code. You will automatically receive this code in an SMS to the phone number that you have entered;
  6. Select your account (SEPA Direct Debit);
  7. Fill out your personal details;
  8. Complete the identity check and confirm with your PIN code.

Downloadproces_01092015_IE_ENG

Your registration is successfully as soon as the spending limit on your home screen has been raised from €0 to €75.

What PIN code should I enter?

During registration you will be asked to enter a PIN code. This PIN code is a secret code that you choose yourself and will also be asked to enter for each payment.

What format should I use for entering my date of birth in the SEQR app?

The correct format for entering your date of birth is yyyy-mm-dd. It is also important to place the hyphens correctly.

Where can I find my IBAN number?

IBAN can be found on your bank card (see image) or through http://www.ibanbic.be

Can I connect multiple IBAN numbers to one device?

No, at the moment it is not possible to connect multiple IBAN numbers to one device/telephone number.

Can I connect one IBAN number to various devices?

Yes, a single IBAN number can be connected to 2 different devices. Connecting one IBAN number to 3 or more telephone numbers will be rejected.

Who can use SEQR?

Anyone aged 18 and over can use SEQR, regardless of what bank they are a client at.

Is SEQR free of charge?

SEQR can be downloaded for free in the App Store and Google Play Store. Payment transactions with SEQR are also free for consumers.

I cannot find the SEQR app in the store?

Check whether your device has been set to Germany. For instance, if you have set another region, you will not be able to find the SEQR app in the store.

03. Pay with SEQR

How can I make payments with SEQR?

You scan the QR code with the SEQR app or make use of the NFC technology (option for selected devices) for which your need to briefly hold your smartphone against the physical SEQR QR code. The screen of your smartphone will then display the amount to be paid. You then confirm the amount with your personal PIN code directly on your smartphone and you are ready/you have paid.

What is the maximum amount that I can pay with SEQR?

After a successful registration the maximum spending limit is €75. This spending limit will increase to €750 as soon as SEQR debited 3 payments successfully from your bank account. You can find your up-to-date spending limit on the home screen of your app.

Do I need to transfer money in advance to be able to pay with SEQR?

No, that is not necessary. If  you succesfully completed the registration process, you will automatically be granted a spending limit of €75. This €75 will not be taken from your current account, but indicates the maximum amount that you can spend with SEQR. For more information on this, please refer to the next question.

When does my spending limit decrease or increase?

After a successful registration your maximum spending limit is €75. When you make a purchase with SEQR, the purchase amount will be deducted from this limit. As soon as SEQR has collected the money for this payment, your spending limit will again be raised with the amount you did a purchase for. This spending limit will increase up to €750 as soon as SEQR debited 3 payments successfully from your bank account. You can find your up-to-date spending limit on the home screen of your app.

When will the money for my payments with SEQR be taken from my bank account?

If you pay for a purchase with SEQR, the parent company Seamless will debit this payment a few days after the purchase. In case of your first payment with SEQR, this will take 7 banking days after the purchase. As soon as this first amount has been transferred to the account of SEQR, each of the following payments will be debited from your bank account 2 days after they have been made.

What happens when there is insufficient balance left on my bank account?

If you pay something with SEQR and we are not able to collect the money through SEPA Direct Debit due to insufficient/no money in your account, your SEQR account will be blocked. Subsequently, the paid amount will be requested from your bank a second time. If the money is collected upon the second attempt, your SEQR account will automatically be unblocked. If not, SEQR will contact you for a manual payment of the amount. Your SEQR account will again be activated after we have received the full payment by transfer.

Where can I pay with SEQR?

For an overview of all the stores at which you can pay with SEQR, please click here.

Can I also pay with SEQR in other countries?

With SEQR you can make payments in all countries that accept SEQR. At the moment, those are Belgium, the Netherlands, Germany, France, Italy, Spain, Portugal, Sweden, Finland, USA, UK and Romania.

Where can I find an overview of my expenses?

Open the SEQR app and then click on the tab ‘receipts’.

I receive the following notification: ‘Payments from this account are not being accepted’?

Check whether your SEPA Direct Debit account has been selected.

How can I ensure that I have a good Wi-Fi connection when I pay with SEQR?

Most stores are equipped with Wi-Fi. When you pay with SEQR, you can use this in most cases.
We recommend users of Android devices, in order to pay, to switch off the ‘Smart network change’. This is a setting in your smartphone that automatically switches your internet connection from Wi-Fi to mobile internet (3G and 4G) when your Wi-Fi network is not stable. However, this can also happen when your Wi-Fi network is stable, with the result that your internet connection is not optimal. This does not apply for iOS.

You can easily switch off the setting ‘Smart network change’:
Go to Settings > Wi-Fi > Swap off ‘Smart network change’

04. SEQR account

Can I change my PIN code?

Yes, you can easily change your PIN code in the SEQR app.

 You’re using an Android device? 

  1. Go to the tab ‘Settings’ and choose ‘Deregister’.
  2. After deregistration, register again and choose a new PIN code.
  3. Afterwards, click on ‘Restore your profile’, enter your old PIN code and click on ‘Restore my account’.

You’re using an iPhone? 

  1. Go to ‘More’ than go to the tab ‘Settings’ and choose ‘Deregister’.
  2. After deregistration, register again and choose a new PIN code.
  3. Afterwards, click on ‘Restore your profile’, enter your old PIN code and click on ‘Restore my account’.

You’ll see your account has been restored. You can now use SEQR with your new PIN code! In case you can’t remember your old PIN code, please contact our customer service. They will help you to restore your account.

Can I link my ID to multiple SEQR accounts?

It is not possible to link one ID to multiple accounts. As soon as 1 ID is linked to 2 SEQR accounts, both accounts will be blocked. In order to resolve this, please contact customer service.

How can I change my bank account number?

When you’d like to change your bank account, you need to contact customer service. Customer service will then delete your bank account from the system. In order to use SEQR again, you’ll need to register again. Your account will be blocked untill the new registration has been succesful.

How do I know that my account has been activated?

When you download the SEQR app, you can easily register. Your registration is completed when your spending limit is raised from €0 to €75 within the timespan of a few minutes. If this limit remains at €0, then we were not able to verify your identity during the registration process. In order to correct this, you need to scan your ID once again. In doing so, make sure that the picture is in focus and clearly legible.

You can easily complete this process by following the steps below:

  1. Open the SEQR app and click on SEPA Direct Debit Account;
  2. Then click on the (i) behind SEPA Direct Debit Account;
  3. Verify your identity by making a photo of both the front and back of the document;
  4.  The camera will automatically open upon clicking on ‘Front’ or ‘Back’;
I am not receiving an activation code? What do I do?

Check whether you have entered the correct telephone number, starting with the country code, followed by your phone number without the initial zero. If the problem remains, then please contact customer service.

What is SEPA Direct Debit?

The European direct debit system (SEPA Direct Debit) is one of the 3 products (together with the European transfer and card payment) that have been developed in the context of the implementation of the SEPA (Single Euro Payments Area).

What is a SEPA Direct Debit mandate?

By digitally approving the SEPA Direct Debit mandate, you grant SEQR permission to debit your bank account for the amounts of your payments with the SEQR app. Click here in order to read the mandate.

Can I link my credit card to SEQR?

No, at the moment it is not possible to link your credit card to the SEQR app.

05. Reactivating you account

How can I change my emailaddress?

Go via the menu to ‘Your profile’. You can immediately change your emailaddress.

Will I retain my details if I register again?

Yes, to do this you will need to follow the steps below:
1. Begin the registration process again by accepting the General Terms and Conditions.
2. Enter your PIN code twice.
3. Enter the telephone number you were previously registered under.
4. Enter your email address.
5. Enter your activation code. Your will receive this automatically by SMS.
6. Click ‘Upload your profile’.
7. Enter your old SEQR PIN code.

What if I have forgotten my old PIN code?

If you have forgotten your old PIN code, you will need to contact our Customer Service by phone.

06. Security

SEQR has been approved by the Swedish Data Inspection; what does this mean?

As a payment institution, Seamless is under supervision of the Swedish National Bank and offers SEQR as a mobile wallet under these Terms & Conditions. In that framework, SEQR is allowed to offer its mobile wallet services in other European countries that adopt the Swedish approval. This is the case for all the countries in which SEQR currently operates.

On 12 June 2014, the Swedish Data Inspection published the results on 3 Swedish payment institutions that handle personal data, namely SEQR, WyWallet, Trustly and Klarna. The Data Inspection checked which personal details are collected by these parties and how they process this information. In this investigation, SEQR was the only party that was approved immediately without any additional comments.

Indeed, security and integrity lie at the foundation of our technology. SEQR never releases any sensitive information, in contrast to card payments, for which personal details are sent from the magnetic strip or chip to the cash register system during payment. With SEQR there is no exchange of information between the mobile phone and the cash register system of the store and everything occurs in a secure environment. Therefore, your personal details are safe with SEQR.

Why do I need to validate my identity in the SEQR app?
We are obliged by law to know the identity of our clients, which is why it is necessary to verify your identity in the SEQR app upon registration. You do so by scanning your ID into the SEQR app. This procedure complies with applicable legislation and has been approved by both financial and data protection supervisory authorities.
Seamless Remittance AB is a payment institution with a license:

Payments through the SEQR app are handled within the eurozone by Seamless Remittance AB, part of the Seamless group to which SEQR Benelux bvba also belongs.

Seamless Remittance AB is a payment institution with a license, such as recorded in article 4 of the Payment Service Directive (PSD) 2007/64 EG. Moreover, Seamless Remittance AB is under supervision of the Swedish ‘Financial Supervisory Authority’ (www.fi.se), auth.no: 045024.

Seamless Remittance AB exercises its right to offer cross-border services in Germany, pursuant to article 25 of the PSD and is authorized to offer the following payment services in Germany: The execution of payment transactions (including transactions for which the funds are covered by a credit line for payment service user), the issuing and the acquisition of payment instruments and money transfers. For more information on the German payment institutions, go to the website of the National Bank of Belgium and look under ‘Sweden’.

My mobile telephone has been stolen or lost; what should I do?

Just like with a bank card, you can have your SEQR account blocked. In order to do so, please contact SEQR’s customer service. We will arrange this for you. However, your SEQR account cannot be used without your personal PIN code. Moreover, you can set up the screensaver of your smartphone, so that your device cannot be used by anyone else at all.

My SEQR account has been blocked. How do I re-activate it?

If your account has been blocked, you cannot unlock it yourself, you need to contact customer service.

Is SEQR a secure service?

The app itself has been secured by means of encryption. This means that all your payments need to be confirmed with a personal PIN code. Furthermore, this app and the account with which you have been registered on your mobile phone cannot be cloned for use on any other telephone.

Why does SEQR need access to my camera?

This is necessary for scanning the QR code for a payment. During the registration process the SEQR app also needs access to your camera in order to make a photo of the front and back of your ID card, travel passport or driver’s license.

Why does SEQR need access to my contacts?

The SEQR app offers a feature for sending money to friends. This can simply be done with the use of his/her phone number. For this feature, SEQR requests permission to have access to your contacts.

07. Device specific questions

iOS (iPhone 4) – I do not see any button to continue?

Scroll all the way down; the button for continuing might be located outside the frame of your screen.

iOS – My camera is not starting up? What do I do?

In this case, you need to open the settings of your smartphone. Then go to ‘SEQR’. Check whether your smartphone has access to your camera. If not, move the slide to grant access.

I am receiving the notification that my device is not compatible with the SEQR app? What do I do?

This problem can have various causes:

1. In order to be able to download SEQR, your device needs to meet certain requirements; please check whether you have:

  • Camera with autofocus
  • Touchscreen
  • An internet connection, through Wi-Fi, 3G or 4G
  • Android or iOS operating system

2. Additionally, you need to check whether the region on your smartphone has been set to Germany. You can find this under ‘Settings – Region’.

Please contact customer service if the above does not solve the problem.

Does my device support NFC?

NFC (Near Field Communication) is a contactless method for making a payment with SEQR. To use this, you need to briefly hold your smartphone against a SEQR QR code in the store. Subsequently, the SEQR app will open and you can confirm the payment with your PIN code.

New smartphones virtually all have NFC nowadays. Follow the instructions below in order to switch on NFC. If you are not able to find it using this method, then please consult this site to see whether or not your phone supports NFC.

  • Android: Home screen > Settings > NFC > move slide > switch on Android Beam
  • Apple/iOS*: only the iPhone 6 and iPhone 6 Plus have NFC. So far, it is only useable for Apple Pay and not for other apps at this moment.

08. Sending money (P2P)

How does it work?

Both parties (sender/recipient) must first download the SEQR app.

  1. Upon opening the app, select ‘Send money’;
  2. Then press ‘Send to new recipient’;
  3. Enter the amount you wish to send;
  4. Select the phone number of the recipient;
  5. If desired, enter a message to the recipient;
  6. Press ‘Send’;
  7. Confirm the transfer with your PIN code.

The money sent will be transferred onto the bank account of the recipient within 3 banking days.

How much money can I send?

You can send a minimum of €1 and a maximum of €100.

Do you need to be in each other vicinity in order to be able to send money?

No, you can send money from any distance. The only thing you need is the phone number of the recipient. With the SEQR app you can even make P2P transactions from other countries.

What if the recipient does not have SEQR?

Only when both parties (recipient/sender) have the SEQR app, a P2P transaction can be completed. In the case that the recipient has not yet downloaded the SEQR app and you have transferred a certain amount to him/her, this person will receive an SMS with the request to download the app. You will receive a confirmation per SMS as soon as the recipient has downloaded the app. You then need to attempt the P2P transaction once again, as only then will the money be transferred from your account.

To which bank account number will the money be transferred?

The money will be transferred to the bank account that has been connected to your SEQR account. Your spending limit in the SEQR app will not be increased with this.

09. Shop on the Spot

What is Shop on the Spot?

Via our Shop on the Spot channel you can discover exclusive and temporary offers from merchants. You can easily find Shop on the Spot offers on our homepage in our app or on our website at the section: ShopSpot. If you want to take a look at the Shop on the Spot products, click here: https://shopspot.seqr.com/

How does it work?

There are three options for purchasing a product through Shop on the Spot:

1. Via the homescreen of the Seqr app: Here you will find an overview of all Shop on the Spot-offers. If you wish to purchase a product, press ‘Order’ an confirm your purchase with your personal Seqr PIN code. You will then receive an order confirmation via email.

2. On the Seqr Website: Scan the QR code next to the desired order with the Seqr App. Then press ‘purchase’ and confirm your purchase with your personal Seqr PIN code. You will then receive an order confirmation via email.

3. Through advertisements (online/offline), billboards, …: Scan the QR code of the product which you wish to buy with the Seqr app. Then press ‘Purchase’ and confirm your purchase with your personal Seqr PIN code.

When do I receive my order confirmation?

As soon as you have placed the order, you will receive the order confirmation. If you place your order on the weekend, you will not receive the order confirmation until the start of the following week.

What is the delivery time for my product?

In order to find out the exact time of delivery for your product, please consult the general Terms & Conditions from this product. You can find these general Terms & Conditions near the product itself. Thus you can find these conditions in the Seqr App as well as on the Seqr website.

How can I send my product back?

If you want to send a product back, you should take a look at the ‘Terms of Sale’ on the Shop on the Spot web page. Here you can find the address to which you need to send back the product. The shipment expenses for this are for your own account.

When is the money transferred from my bank account?

If you pay for a purchase with Seqr, Seamless will debit this payment a few days after the purchase.You will see Seamless on your bank statement since this is our parent company and since they take care of all the debits. In case of your first payment with Seqr, this will take 7 banking days after the purchase. As soon as this amount has been transferred to the account of Seqr, each of the following payments will be debited from your current account 2 days after they have been made.

Are the prices including VAT and shipment costs?

When you purchase a product via Shop on the Spot, the stated prices are including VAT and shipment costs.

What if my delivery adress differs from the adress that I’ve stated in the app?

When you want to purchase a product via Shop on the Spot, you can always enter another delivery adress. Below every product there is a section ‘delivery adress’. You can click on ‘modify’ and then you can enter the right delivery adress.

10. Cashback program

What is the cashback program?

The cashback program offers you the chance to receive up to 3% back on everything you pay with SEQR. Regardless whether you shop at one of our stores or online, or purchase products through Shop on the Spot – you always receive up to 3% back.

  • For 1-11 payment/month you get 1% back
  • For 12-19 payments/month you get 2% back
  • For 20 or more payments/month you get 3% back

For SEQR’s cashback program no registration is needed. It automatically applies for all SEQR SEPA Direct Debit users and for all payments (exception: Sending money P2P). Moreover, it applies in addition to all other discounts!

For example:
In month 1, you make 1 payment for €100; you receive 1% = €1
In month 2, you make 12 payments for €200 in total; you receive 2% = €4
In month 3, you make 22 payments for €300 in total; you receive 3% = €9

In total you receive a cashback of €14.

Which SEQR payments give the right to cashback returns?

A cashback return will be offered for payments with SEQR that relate to:

  • Payments in stores;
  • Online payments;
  • SEQR Shop on the Spot payments.

P2P transactions (sending money) do not count for the cashback program.

What is the duration of the cashback program?

The promotion applies as from 1 March 2015 and will be running indefinitely.

When do I receive my cashback return?

The accrued cashback should amount to a minimum of €1. Below you can find the cashback periods and the following payouts:

  • January, February, March -> Payout in April
  • April, May, June -> Payout in July
  • July, August, September -> Payout in October
  • October, November, December -> Payout in January

This means you save up for your cashback for three months after which, your cashback will be transferred to your account each quarter.

Does any minimum amount apply?

The minimum amount for a cashback return is €1.

On which account will I receive my cashback?

Payments are made to the account that the SEQR user has specified as his/her receiving account.

Cashback amounts will only be paid if the SEQR user at the time of the planned payment is registered with SEQR SEPA Direct Debit account (Receiving account). If no such registration is valid at the time of the payment, the SEQR user is deemed to have forfeited his/her right to cashback payments.

 

Which transactions count for a cashback?

All purchases are recorded, for example when you pay in:

  • In store
  • Online
  • Shop spot

Cashback will not be offered for Person-2-Person transaction; when SEQR user’s transfer money to another SEQR account.

Who is eligible for the cashback program?

The cashback applies automatically to anyone who downloads the SEQR app and chooses the SEPA Direct Debit Account. When activating an account, a checking account and a receiving account are automatically added. Therefore, in order to obtain a cashback, it is always necessary to add or activate a SEPA Direct Debit Account.

11. Tap and Pay

What is Tap and Pay?

Tap and Pay is a functionality that allows every SEQR user to just hold his/her smartphone next to a contactless payment terminal and make a payment. So, all you need is the SEQR app and a contactless terminal at the store. This means that you can pay in stores without scanning the SEQR QR code. This new technology is spreading really fast. You can already use Tap and Pay in plenty of stores, cafés, cinemas and other great places.

How can I activate Tap and Pay?

In order to pay with Tap and Pay, you will need the SEQR app. You can download the app easily in the Google Play Store. To activate Tap and Pay, you tap the payment button at the bottom of your screen and choose Tap and Pay. To activate Tap and Pay, you should follow the steps below:
1. Go to the menu and choose ‘Activate Tap and Pay’.
2. A new screen opens where you can activate Tap and Pay.
3. Enter your SEQR PIN code and tap ‘Continue’.
4. Tap and Pay is activated. As soon as the process is complete, you will be informed.
5. Tap and Pay has been activated! You can now use Tap and Pay!

T&P activation ENG

What does my smartphone need to be able to use Tap and Pay?

n order to be able to pay with Tap and Pay, you need the following: – An Android Phone (Android version 4.4 or higher) – The SEQR app – SEQR app version: 4.5.5 or higher – A smartphone with NFC technology.

How do I enable NFC on my smartphone?

You can find the answer to this question in category 7: Device-related questions. Click here to go to this question.

Where can I pay with Tap and Pay?

With Tap and Pay you can make payments worldwide at any payment terminal that offers contactless payments. At contactless payment terminals, you will find the below symbol. If this is present on the terminal, you can pay using contactless. You can also always ask for information in the shop itself.

 

Screen Shot 2016-09-27 at 09.01.10

How do I pay using Tap and Pay?

You can pay easily with Tap and Pay by opening the SEQR app and choosing Tap and Pay. The Tap and Pay button can be found in two places: to the bottom right of your screen and it also appears when you tap on menu. In order to pay, you hold your phone near the payment terminal. If the amount you wish to pay is higher than €25, you will be asked to enter your Tap and Pay PIN code on the payment terminal. Your payment is complete!

Where can I find my Tap and pay PIN code?

The Tap and Pay PIN code is different from your SEQR PIN code. You will find your Tap and Pay PIN code through the menu under ‘Security and Privacy’ in your SEQR app! Your Tap and Pay PIN code is only required if you are making a purchase over €25.

When should I use my Tap and Pay PIN code?

You only need your Tap and Pay PIN code for purchases with an amount over €25. If the amount of your purchase is lower, you hold your device near the payment terminal and you’re done!

Can I pay using Tap and Pay when I am offline?

Yes, if you are not connected to the internet, you can make five contactless payments with Tap and Pay. Once you are connected to the internet again, these payments will be synchronised and you can carry out another five payments if you do not have an internet connection.

Does the payment work in the same way as other SEQR payments?

Just like with ordinary SEQR payments with SEQR, the parent company Seamless will debit this amount a few days after the purchase. For your first payment via SEQR, this is seven banking days after the purchase. As soon as this amount is in the SEQR account, the following payments will always be debited from your current account two banking days after the purchase.

Am I entitled to cashback up to 3% with Tap and Pay too?

Yes, it doesn’t matter whether you pay via Tap and Pay or via the SEQR QR code. The cashback action is automatically applicable for everyone who makes payments with the SEQR app.

Does the same spending limit apply to Tap and Pay?

Yes, after registration, the maximum spending limit is €75. If you make a payment with SEQR, the purchase amount will be subtracted from this limit. As soon as SEQR has debited the money from your current account, your spending limit will be increased again by the same amount. As soon as 3 successful debits have taken place, your spending limit will increase from €75 to €750.

Does the merchant need to offer SEQR in order to pay using contactless?

No, the merchant does not need to offer contactless to pay with Tap and Pay. The payment terminals provided with the logo below support contactless payments with Tap and Pay.

12. Touch ID

What is Touch ID?

You can easily confirm your purchases by scanning your fingerprint.

How do I activate Touch ID?

In order to activate Touch ID, you should go through the following steps:

  • Click ‘More’;
  • Choose ‘Security and Privacy’;
  • Activate your touch ID here by sliding the bar to the right;
  • Confirm with your Seqr PIN code;
  • Scan your fingerprint;
  • You can now confirm your purchases with your fingerprint;
Does my device support Touch ID?

For the moment you can confirm your payments with Touch ID with iPhone 5s, 6, 6 plus, 6s, 6s plus and 7.

How can I confirm a payment with Touch ID?

This is very simple. If you want to pay, you can just scan your fingerprint instead of enterring your Seqr PIN code.

13. Terms and conditions

Looking for the Terms and Conditions?

The Terms and Conditions can be found here!

Contact us