BTSE Card Maintenance, Support & Security : BTSE Support

Q: How do I cancel my BTSE Card?

A: You may terminate your BTSE Card at any time through the BTSE Card page.

Q: How do I change my PIN number?

A: You may change your card PIN at any time through the BTSE Card page.

Q: If my BTSE card is lost or stolen, how can I obtain a replacement, and will my funds remain secure?

A: If your card is lost or stolen, or if you suspect fraudulent activity, please log in to your account and terminate your BTSE Card immediately. To formally raise a dispute, visit our support site and complete the dispute resolution form. If you require assistance with the form, you can contact our Customer Service team through our ChatBot, Selene, available on the bottom right of the BTSE homepage.

Q: How do I initiate a dispute on my BTSE Card?

If your card is lost or stolen, or if you suspect fraudulent activity, please log in to your account and terminate your BTSE Card immediately.
To formally raise a dispute, visit our support site and complete the dispute resolution form. If you require assistance with the form, you can contact our Customer Service team through our ChatBot, Selene, available on the BTSE page.

Q: How long will chargebacks take?

Chargeback time frames

Reason code	Timeframe of when to expect feedback from a submitted chargeback	Chargeback cannot be submitted if the transaction is older than
Authorization-related chargeback	60 days	75 days old
Fraud	60 days	105 days old
Point of interaction error (except ATM)	60 days	75 days old
Point of interaction error (ATM only)	60 days	105 days old
Cardholder dispute	60 days	105 days old
Arbitration chargeback	60 days	30 days old

Please Note:

If erroneous, malicious, invalid, or repetitive disputes are filed, a fee of 35 USD for the USD-denominated BTSE Card or 75 EUR for the Euro-denominated card will be charged to your account.