Frequently asked
questions

The following devices can be associated with your Bourgeois Bohème account:

• Virtual Bourgeois Bohème Prepaid Mastercard;
• Physical Bourgeois Bohème Prepaid Mastercard;
• Bourgeois Bohème Wearables for contactless payments;
• Bourgeois Bohème Key fobs for contactless payments.

First, you need to download the Bourgeois Bohème App from the Google Play or Apple Store and apply for an account. Once we have your identity confirmed, you can purchase a Card, Wearable or a Key fob from our shop in the app by navigating to Accounts > Card account > Add device.

Residents of EEA area, Switzerland and United Kingdom who are over 18 years old can apply for a Bourgeois Bohème account. Please keep in mind that we are unable serve citizens and tax residents of US and Canada.

Currently, we are sending payment devices only to your verified address, i.e.  to clients with residency in Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Liechtenstein, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

Once BoBo has verified your identity, you will immediately receive your virtual Bourgeois Bohème Prepaid Mastercard. For other payment devices, such as physical cards and wearables, the delivery can take up to 3-5 business days after the order has been made. For custom-made Bourgeois Bohème payment devices, the delivery date will vary based on the agreement with your personal manager.

Standard delivery can take up to 5 business days. If you have been waiting longer, please contact your Personal Manager through the App or write us an email to [email protected].

Before you can use it, you must activate your new payment device in Bourgeois Bohème app within 3 months of it being issued.

In order to activate your device, please log in to your Bourgeois Bohème App and:

• For a Card go to Accounts > Card account > Payment devices > select the Card you received (“not active”) > press Activate now > and follow the instructions in the app; you will be asked to enter the last 4 digits of the Card number and CVV code.
• For Wearables and Key fobs go to Accounts > Card account > Payment devices > select the device you received (“not active”) > press Activate now > and follow the instructions in the app; you will be asked to enter the device ID you received with your Wearable or Key fob.

When you order a Bourgeois Bohème payment device you pay the purchase price. Your payment device (Card, Wearable or Key fob) is not prefunded. You can top it up only from your Main account within the Bourgeois Bohème App.

You can top up your payment device only from your Main Account within Bourgeois Bohème App.  The payment details for a bank transfer to your Main account can be found in Bourgeois Bohème App > + > Top up Account. Please note, the transfer to your Main account should be made from a bank account under your name only.

Depending on the payment device you have:

• For physical cards, you can change or view the PIN at any ATM. If you forgot your PIN, you can check it in your Bourgeois Bohème App > Accounts > Card account > Payment devices > select the respective Card > Show PIN.
• For Wearables and Key fobs, you can change (or view) your PIN in the Bourgeois Bohème App > Accounts > Card account > Payment devices > select the respective device > Show PIN.

If you have exceeded the maximum number of PIN entry attempts, you can contact your Personal Manager through the App, call our Client Support line or write an email to [email protected] to get assistance.

You can cancel your Bourgeois Bohème payment device at any time by sending an email to [email protected] or by contacting your Personal Manager through Bourgeois Bohème App.  Once your Bourgeois Bohème payment device is cancelled, it will be blocked immediately.

You will not be entitled to a refund of any money that you have already spent on authorised or pending transactions, or any fees for use of Bourgeois Bohème payment device before it was cancelled. Neither is the purchase price of your Bourgeois Bohème payment device refundable.

• This could have several possible causes: Zero balance is left on your Bourgeois Bohème Card account and you need to top it up.
• The payment device has been damaged
• The payment device has been blocked.
• The payment device expired.

For all these cases, we recommend that to log in to your Bourgeois Bohème App and check your available balance and the status of your payment device. You can also contact your Personal Manager through the App or send an email to [email protected].

The standard Bourgeois Bohème payment device is valid up to 5 years.. If so, a new device will be prepared and delivered to you, and your existing balance will be transferred to the new device.

Please note, if you have a custom-made (your own design) Bourgeois Bohème payment device, you should securely deliver it to us and we will send you the custom device once it has been renewed. For custom device renewal please contact your Personal Manager. Please note that a service fee may be applied.

Your Bourgeois Bohème payment device (Card / Wearable / Key fob) is linked to your Bourgeois Bohème prepaid Card account.  If you want to block/unblock a device, launch the app and navigate to Accounts > Card account > Payment devices > select the device you want to block/unblock > and choose Freeze or Unfreeze the device.

If you want to block/unblock your Card account for all the devices launch the app and navigate to  Accounts > Card account > Lock account.

If you suspect that your Bourgeois Bohème payment device has been used by a third party or it has been lost or stolen, please block your account as soon as possible, +44 203 7400 790 using Bourgeois Bohème app. You can select the “Report Lost or Stolen” option in the Bourgeois Bohème app by navigating to Accounts > Card account > Payment devices > select the device > and choose Report lost or stolen. You can also contact your Personal Manager through the App, call our Customer Support line +44 203 7400 790, or write an email to [email protected] to get assistance.

Your Bourgeois Bohème Prepaid Mastercard works like any normal Mastercard payment card. It is a Prepaid Card that carries an amount of money . Each time you use the Card to purchase something the respective amount is deducted from the available balance.

The Bourgeois Bohème Prepaid Mastercard can be used anywhere in the world and in any currency, wherever you see a Mastercard brand mark. However, if you use your Card for a transaction in a currency other than EUR or GBP (for UK users) e.g., using a Card for a USD transaction, a foreign exchange fee will be applied. All the fees can be found in Fees and Limits section.

Yes, each customer is allowed to have up to 4 Bourgeois Bohème cards (including a Virtual Card) and up to 5 Wearables and/or Key fobs.

Please note that all your Cards and Wearables are under one account, so a single set of  restrictions for daily limit, date, time, country and merchants will apply. Restrictions for use can be set in the app under Accounts > Card account > Limits and restrictions.

In addition , each payment device has its own PIN, you can freeze the device, disable it for ATMs, internet, or magnetic stripe usage, or report as lost or stolen. You can check all these features in the app under Accounts > Card account > Payment devices  and then select the device for which to apply these changes.

A Wearable is an innovative next-generation Mastercard® contactless payment device.

A Key fob is an innovative next-generation Mastercard® contactless payment device designed to be attached to your key bundle.

Yes, you can purchase a Card, Wearable or a Key fob as a gift from our shop on the app under Accounts > Card account > Add device.

A Wearable or Key fob is not linked to a specific account until it is activated, so it is a perfect gift. The user will need to download the Bourgeois Bohème App and create an account to activate it. Before activation, we will conduct required KYC check to verify person’s identity.

Please note that once a wearable or key fob has been activated and linked to an account, it cannot be reassigned to someone else.

To make a payment with your Wearable or Key fob, hold it against the contactless card reader. You are not required t (depending on the country, the number of transactions and limits may vary). However, outside EU you may be asked to enter a PIN, especially for higher-value transactions.(depending on the country, limits may vary).

The card Wearable or Key fob can be used to make  payments anywhere in the world where Mastercard^® contactless payments are accepted.

You will not be able to make accidental payments. Our Wearables and Key fobs can only make a payment when the contactless payment terminal is within a range of 4 cm. Also, transactions must be initiated by the merchant, which means that the contactless card readers are inactive until payment is specifically requested.

The contactless transactions conducted with a card Wearable / Key fob over the Mastercard network are just as secure as using Chip & PIN. Your transactional data is always encrypted.

Furthermore, our cards Wearables and Key fobs can only make a payment when the  contactless payment terminal is within a range of 4 cm.

Your payment device is linked to the  Bourgeois Bohème Card Account, which provides you with all the tools you need to add further layers of security to your transactions, such as:

• the ability to switch your Card / Wearable / Key fob on or off, anytime;
• the ability to disable your Card / Wearable / Key fob to be used at ATMs, to disable internet or magnetic stripe usage (applicable for the Cards);
• transaction notifications

You can check all the possible options in the app > Accounts > Card account > Limits and restrictions.

If you no longer want to use your Wearable or  Key fob for payments, or if it has expired, you can keep it as a piece of jewellery. You can contact your Personal Manager or email us at [email protected] when you are ready to dispose it.

Your Wearable or  Key Fob cannot be associated with another`s person account. Once a Wearable or  Key fob has been activated and linked to an account, it cannot be reassigned to someone else.

At Bourgeois Bohème, security is more than a regulatory requirement, it is our commitment. You can securely use your card, wearable, or key fob, every transaction is protected by a range of robust security features, so you can be fully confident when paying. We are using Biometric Technology, Real Time Push Notification, Device Blocking/ Unblocking and 3D Secure 2.1 for security measures.

3D Secure or 3DS is a secure online payment service available for Visa and Mastercard cards. This protocol protects your Bourgeois Bohème card against fraudulent use by unauthorized individuals. Bourgeois Bohème ensures 3D Secure system for your online purchases.

This security measure enables buyers to validate transactions made over the internet, by requesting a personal code sent to your registered phone number as a one-time acceptation code via text message.

3D Secure covers all Bourgeois Bohème Prepaid cards. The cards are automatically enrolled in the service upon issuance. The service is free of charge for all customers.

You will be able to use 3D Secure with Google Chrome, Mozilla Firefox, Microsoft Internet Explorer 5.5 and above, Netscape Navigator 7.1 and above, AOL 9 and above, Opera and Safari.

Yes. One of the great advantages of 3D Secure is that you can use it from any computer or mobile device connected to the web, that has a compatible browser.

Some software will not allow pop-ups. If you have such a software installed, you need to disable it or change the settings to allow pop-ups for 3D Secure to operate properly.

It may be that the retailer does not use 3D Secure yet, but you may still be able to complete the purchase by simply following the normal checkout process. In some instances, the transaction will not be completed if the retailer does not support the 3D Secure protocol.

The transactions done at automated fuel dispensers carry the most amount of fraud or fraud attempts. Due to security reasons, we have blocked the merchants related to automated fuel dispensers.

The Bourgeois Bohème account has pre-set limits:

• Each account has a maximum balance of €250,000; 
• Auto top up for the Card account is limited to 12’000 EUR per day;
• Daily spending  limits are based on your personal settings; 
• ATM withdrawals are limited to 1’000 EUR per day.

When registering for a Bourgeois Bohème account you will be asked to identify yourself. You are required to take a picture of an identifying document, such as government ID or a passport, and a selfie. We may request a copy of your residence permit or other legal document granting the right to live in your country a proof of address for where you reside information on the Source of Funds, and further documentation (if needed) to be provided to a specific email address.

Some tips to ensure that the identity verification goes smoothly:

• Prepare yourself for a registration process, find a quiet and brightly lit place;
• Turn the flash off to avoid glare on your documents;
• Make sure the details on your profile match the details on your legal documents;
• Make sure that your legal document has at least 3 months’ validity remaining.

You need to verify your identity in order to use your account. This policy is in line with the banking regulation commonly known as “Know Your Customer” (KYC)   which refers to the process of a business verifying the identity of its clients.

Yes, auto top-ups can prevent you from having to worry about your payment devices running low on funds, and about your Card / Wearable / Key fob being declined in  shops . If you turn on Auto top-up it will automatically add funds from your Main account to your Card account at midnight GMT on a specified day.

Please note that the topping up your main Bourgeois Bohème account requires additional time when there is a bank transfer  made from another bank account in your name. The payment details for bank transfer can be found in the App by pressing + > Top up account.

If you have any concerns regarding a transaction, please contact your Personal Manager through Bourgeois Bohème App or call our Customer Support on  +44 203 7400 790. We will refund the amount of any transactions that were not authorised by you, only if you have kept your payment device and PIN secure. Before you submit a dispute, please read our Terms and Conditions carefully.

If you see duplicated payments on your account statement in the Bourgeois Bohème App, please contact your Personal Manager through the App or call our Customer Support at +44 203 7400 790 for a refund.

Please note, there is 0% interest on funds loaded on your Bourgeois Bohème prepaid account.

You can view your current balance and transactions in your Bourgeois Bohème App, in “Statements” section.

Please check all the payment details in advance (they can be found within Bourgeois Bohème app under the section “+”) and make sure you have entered the correct details for the receiving bank. Also, please check that you have not exceeded the maximum balance of your account (see the limits in Fees and limits). If your transfers are still not being accepted, please contact your Personal Manager through your Bourgeois Bohème App, or call our Customer Support at +370 700 44859.

If you wish to have your balance refunded, we can transfer the money to your chosen account, and you can retain the Bourgeois Bohème payment devices for future use. You can request a refund by emailing us at [email protected] or contacting your Personal Manager through Bourgeois Bohème App

Please note, there is a fee for refunding your balance (please, refer to the Fees and limits section).

If your phone number or e-mail address changed, you must let us know as soon as possible by logging into the Bourgeois Bohème app and updating the necessary details under More (…) > Personal settings.  Some details, such as your surname or address cannot be changed by you. For such changes, please contact your Personal Manager through the App or send an email to [email protected].

We will not be liable if your contact details have changed, and you have not updated your online account.

If you want to stop using your Bourgeois Bohème account, please contact your Personal Manager through the App or email us at [email protected] and we will close your account.

If you are unhappy in any way with your Bourgeois Bohème account or payment devices, please tell your Personal Manager through the Bourgeois Bohème app, email us at [email protected] or call us at +44 203 7400 790, so that we can investigate. Any complaints you have will be dealt with quickly and fairly.