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Shieldpay App FAQs

Need help with our Virtual Card?

See answers below to our most frequently asked questions.

I can't access the sign up link

The sign up link sent to your email is unique to you and should only be filled in by you. When you click on this link you’ll be asked to have a PIN number sent to the mobile number we have on record for you from your marketplace. This PIN will need to be entered and verified before you can access the sign up form.

Having difficulty accessing the link? Try reloading your email app (or refreshing your browser) and if that fails, please contact us and our customer support team will be happy to help.

Our contact numbers are:

Phone (United Kingdom):     0800 368 8785
Phone (International):     +44 20 8610 9599

I did not receive an SMS code

If you’ve requested a pin but didn’t receive it, check your network coverage and ensure your mobile data is switched on, then select the resend code option.

Be sure that the last 3 digits of the mobile number the text is being sent to match your mobile number.

If you have done the above 2 steps and still not received the text, please contact us to resolve.

Our contact numbers are:

Phone (United Kingdom):     0800 368 8785
Phone (International):     +44 20 8610 9599

I haven't received my Virtual Card details

We will contact you by email to inform you of the outcome of your application. If your application has been successful, your virtual card will be issued and you will receive an email with details of how to access your card, within 3 business days.

I'm unable to log in to the Shieldpay App

The Shieldpay app is a web application that can be accessed from your mobile device or desktop. You will receive an email from us with a link to the Shieldpay app once your card has been issued.

Having trouble signing in to your app? Contact our customer support on

Phone (United Kingdom):     0800 368 8785
Phone (International):     +44 20 8610 9599

How do I copy my card number?

You must be logged into the app to copy your card number.

On the 'transactions' page, you should see a picture of your card and beneath the picture you should see "Copy card number'.

Select this link and your long card number will be copied to your device clipboard. Clicking the 'paste' function on your device after this will paste your card number.

By copying card number, you acknowledge that you are storing card information on your device and are responsible for keeping it safe.

I'd like to report fraud on my account

If you suspect unauthorised use of your Virtual card, please contact the Shieldpay customer support team immediately and we will work with the card issuer to investigate the issue.

Our support contact numbers are:

Phone (United Kingdom):     0800 368 8785
Phone (International):     +44 20 8610 9599

How do I freeze or unfreeze my card?

To freeze/unfreeze your card, contact customer support on:

Phone (United Kingdom):     0800 368 8785
Phone (International):     +44 20 8610 9599

How do I change my address?

To update your address, please send an email to support@shieldpay.com

What is 3D Secure authentication?

For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying. 3D Secure (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments. Authentication is the process by which you identify yourself by sharing secure information that is available only to you.

Is Shieldpay regulated?

Shieldpay Limited is Authorised and regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Reference number 770210) as an authorised payments institution.

Where can I use my card?

Your Paycast commercial virtual card can be used anywhere Mastercard is accepted.

Can I add my card to a digital wallet?

Not yet but we are working hard to make this functionality available. In the meantime, you can use your card to complete online transactions by copying your long card number easily with one click.

Still need help?

Please fill out the form or use the contact information below.

Phone (United Kingdom):  0800 368 8785

Phone (International):  +44 20 8610 9599