Frequently Asked Questions
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What payment methods can I use at a SelfPay Payment Station?
Currently, at the SelfPay Payment Stations you can pay with cash, balance voucher issued from previous transactions. You can also pay with a bank card in over 1300 locations.
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How can I identify a Payment Station?
We suggest you use https://selfpay.ro/localizare/, by accessing it you can always identify the nearest SelfPay Payment Station.
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I entered an amount of money, but it was not read by the Payment Station and I did not receive it back.
Please contact us as soon as possible after the event at phone number 021 529 71 01 or write to us on WhatsApp at the same phone number. Make sure you have the number of the Payment Station and the entered details at hand.
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I made a transaction and did not receive the receipt. How can I get possession of it?
We are waiting for you to send us the situation encountered at the address contact@selfpay.ro or on WhatsApp at the phone number 021 529 71 01. To facilitate the whole process, please mention the date and time of the transaction, the Payment Station where the payment was made, the payment data entered in the transaction, the selected service.
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The Revolut card in the SelfPay Now App
To add a Revolut card, you also have the option of virtual Visa and Mastercard. Generate a virtual card and then enroll it in the SelfPay Now app.
In the SelfPay Now app, you can add physical Revolut cards only if they have a Romania-based identifier.
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How can I transfer money between my cards?
- Open the SelfPay Now app and tap on “Transfer” -> “Between my cards”;
- Select the amount you want to transfer, the card you want to transfer from, and the card you want to transfer to;
- Tap “Transfer” and… that’s it! The money is on your card!
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How can I transfer money to another person?
- Open the SelfPay Now app;
- Select “Transfer” and choose from your contacts who you want to send money to;
- Select the card you want to transfer from;
- Tap “Transfer” and… done!
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How can you add funds to a card with a SelfPay receipt/voucher?
If you have a SelfPay voucher/receipt and would like to turn it into money on your card, you have two options.
Option 1 – Scan the receipt at a SelfPay Payment Station. The steps to do this are:
- Download the SelfPay Now app and register the card where you want to load money;
- Go to the nearest SelfPay Payment Station – https://selfpay.ro/localizare/;
- Select the SelfPay Now service on the Payment Station screen;
- Open the SelfPay Now app on your phone;
- Scan the QR code displayed on the Payment Station using the app;
- Then scan the SelfPay receipt, and the amount from the receipt will be deposited onto your card.
Depending on the card you want to load the money onto and the issuing bank, there might be small delays in the deposit.
Option 2 – Enter the numeric code from the SelfPay receipt you want to deposit into the SelfPay Now app. The steps are as follows:
- Open the SelfPay Now app;
- Make sure you’ve registered the card where you want to deposit the money;
- Select “Load” and choose “Load with voucher”;
- Enter the numeric code from the receipt;
- Confirm the load with the registered amount, and the money will be instantly on your card.
The minimum value of the receipt you can scan is 10 RON.
Again, depending on the card you want to load the money onto and the issuing bank, there may be small delays in the deposit.
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Deposit cash directly at the SelfPay Payment Stations
If you have cash and would like it to reach your card, the simplest option is to deposit it at a SelfPay Payment Station.
The steps to follow are very simple:
- Download the SelfPay Now app and register the card where you want to load money;
- Go to the nearest SelfPay Payment Station – https://selfpay.ro/localizare/;
- Select the SelfPay Now service on the Payment Station screen;
- Open the SelfPay Now app on your phone;
- Scan the QR code displayed on the Payment Station using the app;
- Then insert the cash into the slot to receive it instantly on your card.
Depending on the card you want to deposit money to and the issuing bank, there may be small delays in the deposit.
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How can I create an account?
It’s simple! All you need to do is download the SelfPay Now mobile app from the AppStore or Google Play and register with your email address or your Facebook, Google, or Apple account.
PlayStore link: SelfPay Now – Apps on Google Play
App Store link: https://apps.apple.com/hn/app/selfpay-now/id1573113657?l=en
Huawei link: https://appgallery.huawei.com/app/C109685829
You will receive a validation code at the email address you used to register, enter the code in the app and follow the steps.
To ensure that your data is protected as best as possible, we need additional security elements, and your phone number is one of them.
You can use a phone number from: Moldova, Hungary, Italy, Spain, France, Germany, Austria, the United Kingdom, Ireland, the Netherlands, Belgium, Greece, Sweden, or the United States of America.
Current legislation requires a physical address, an additional security measure to protect your financial data. The address should not contain diacritics.
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How can I add a card to the app?
- The easiest way is to press the “Add card” button on the main screen of the app;
- you can also do this from the “Cards” menu;
- or from the card selector in any service section.
After validation, your card will be visible in the app, and you will be able to make transactions with it. The card data does not transit the SelfPay network and is not stored on the SelfPay platform. It is processed by PCI-DSS accredited providers and securely stored, encrypted by them.
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What type of cards can I use in the SelfPay Now app?
In the app, you can only use VISA or Mastercard cards issued by financial institutions in Romania. Also, make sure they are valid.
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What are the transaction limits?
As the name suggests, these are the limits within which you can make transactions through the SelfPay Now app. Your account is activated at the moment of your first transaction made through SelfPay Now.
In SelfPay Now, there are several types of transaction limits:
For loading personal cards, there is a monthly limit of 8000 RON per account. This limit is composed of 4000 RON from cash-to-card deposits and 4000 RON from card-to-card transfers.
Please note that if multiple cards are registered in the app, the limit is 8000 RON per user account per month, not per card (4000 RON for deposits + 4000 RON for transfers).
Also, the daily limit on a VISA card is 2400 RON/day.
The limit resets 30 days after the first successful transaction. You can check the limits and the reset date directly in the app menu, under the “Transaction Limits” section.
We know it sounds complicated, so in the app, in the transaction limits screen, we display each limit individually, detailed per card with all the necessary information.
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How many cards can I have within the app?
According to the “Terms and Conditions of Use for the SelfPay Now mobile app”, you can have a maximum of 3 active cards in the app. Cards that were previously deleted or expired do not count toward this limit.
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What is a main card?
When you have multiple cards registered in the SelfPay Now app, one of them will need to be set as the main card. All transfers will be directed to this card.
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Can I add the same card on two different accounts?
You cannot add the same card to different accounts. According to the terms and conditions of the app, a card can only be added to one SelfPay Now account.
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Where is my card data stored?
SelfPay only stores basic information about the cards: the issuing bank and the expiration date. The banking card data does not pass through the SelfPay network and is not stored on the SelfPay platform. It is processed by PCI-DSS accredited providers and securely stored in an encrypted manner by them.
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I deleted a card. Why do I still see it in the transaction history?
A deleted card can no longer be used for transactions and does not count towards your active card limit in the app. However, it remains in the transaction history so you can still access all the information associated with your account.
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Why was my transaction declined?
Transactions initiated through SelfPay Now can be declined for various reasons. The most common ones are:
- The amount exceeds your account’s transaction limit
- The amount exceeds the transaction limit of the card you were using for the transaction
- The amount exceeds the daily transaction limit imposed by VISA cards
- The amount you wanted to transfer is not available on the card you were trying to make the transfer from
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Transfer and deposit fees in the SelfPay Now app
For Cash2Card transfers (whether it’s a cash deposit or a SelfPay voucher deposit), the fee is 1.5% of the deposited amount, but no less than 5 RON per transaction.
For transfers between personal cards or P2P, no fees are applied, making them free of charge.
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How long does it take for the money from a cash deposit to reach my card?
The money will be credited to your card immediately.
However, depending on the issuing bank and the type of card you have, delays may occur ranging from 30 minutes to 48 hours.
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I no longer have access to the email address I registered with. What can I do?
You can change your email address directly in the app to one you currently have access to. All you need to do is:
- Open the SelfPay Now app;
- Go to your profile;
- Select ‘Edit Profile’;
- Change the email address to the one you want.
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How can I delete my account?
Although we would be sorry to see you leave our app, here are the steps to delete your account:
- Log in to the app;
- Go to the ‘Menu’ tab;
- Select ‘My Account’;
- Tap the ‘Delete Account’ button;
- Confirm the account deletion, which means all your data and settings will be erased.
Your account will be automatically closed 30 days after the request, during which period you can change your mind and recover your account at any moment.
Please note that once your account is closed, it cannot be recovered. If you wish to use SelfPay services again, you will need to create a new user account.
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How can I top up a card?
There are two ways to add money to your cards using the SelfPay Now app:
- Deposit cash directly at the SelfPay Payment Stations;
- Top up using a SelfPay change receipt/voucher.
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What are the benefits of using the ‘Scan & Pay’ feature in the SelfPay Now app?
By linking your SelfPay Now account to the Payment Station, you can enjoy:
- A reduced commission fee for certain services;
- The ability to view the transaction in your app history;
- A digital receipt and the option to download it (*coming soon).
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I received a receipt with balance from the Payment Station. How can I get possession of the amount of money?
You can send us the receipt issued by the Payment Station, the IBAN account and the full name of the account holder by e-mail at contact@selfpay.ro or on WhatsApp at the phone number 021 529 71 01.
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I received a receipt with the mention “Unsuccessful/failed transaction”.
All you have to do is resume the initial process and redo the transaction.
Remember: the balance voucher is valid for 6 months from issuance.
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I purchased a Vignette/Bridge toll, and I need the tax invoice. How do I proceed?
As mentioned on the receipt, you can send us the invoicing request by e-mail at contact@selfpay.ro, to which the receipt and company data must be attached.
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I got the registration number wrong when I paid for my vignette. How can I solve it?
Don’t worry, many mistakes are made in haste. Check on the receipt the time when the transaction was made (you can find it on the receipt in the upper-right part). If an hour has not passed since the transaction was completed, you can go to a Payment Station to register the correction yourself, accessing the Vignette service again.
Good to know 1: The correction is registered automatically, and you will be able to drive without worry!
Good to know 2: Such a correction can also be made for the Fetesti Bridge Toll service.
If the time has already passed, we advise you to get in touch with UNTRR by accessing the dedicated website https://www.untrr.ro/ro/ to resolve the situation.
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I bought a PaySafeCard/A-bon and entered the wrong e-mail address. How can I solve it?
We are waiting for you to send us the situation you encountered at the address contact@selfpay.ro or on WhatsApp at the phone number 021 529 71 01. To facilitate the whole process, please also mention the date and time of the transaction, the Payment Station where the payment was made, and the e-mail address entered.
We suggest that in the future you enter the correct e-mail address. This way you will avoid the situation when the Payment Station does not issue a receipt because the code will be automatically transmitted there as well.
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I recharged my phone, but I entered the wrong phone number.
We’re sorry to hear that! If your transaction was completed successfully (check this aspect on the receipt), the phone number can no longer be corrected. We suggest you contact the operator (Orange, Vodafone, Telekom, etc.), maybe they will be able to help you.
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I paid an invoice but entered the payment data incorrectly, what can I do?
First of all, we suggest you carefully check the data written on the receipt and the data on the invoice, maybe the invoice was paid correctly.
If the mistake exists, you can contact us by e-mail at contact@selfpay.ro or on WhatsApp at the phone number 021 529 71 01 and we will find a solution together!
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I paid the bill by selecting one of the suppliers available on the Payment Station, but later I realized that it was selected incorrectly. What can I do??
Don’t worry, there is a solution for every problem! We are waiting for details about the situation encountered by e-mail at contact@selfpay.ro or on WhatsApp at the phone number 021 529 71 01 and we will offer the solution.
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I scanned and paid a bill, but rescanning shows the same payment amount. Why?
The payment amount for a specific bill will not change. For the current outstanding balance, contact the provider.
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My bill shows a negative balance, but the scanned payment amount is positive. Why?
The barcode has a technical limitation of only displaying positive amounts, but the correct value is the one on the bill.
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Why does the transaction appear successful, but the amount is still due with the provider?
Bank transfer processing and payment updates by providers can take 1-2 business days.
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Why can’t I enter the amount I want to pay for a specific bill?
Some providers do not allow partial or additional payments, so not all services have an editable payment amount field.
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Why is the payment amount displayed in the app different from the one on the bill?
The displayed amount may include the total balance of your client account, not just the current bill (including past due amounts).
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Why can’t I identify the provider when I want to pay a bill?
Ensure that:
- The bill image is clear,
- The barcode on the bill is visible and belongs to a provider available in the app,
- You manually enter the reference number where possible.
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Can I make partial payments on local debts?
Priority Taxes must be paid in full, while Other Taxes can be partially paid. In both categories, you can select/deselect taxes as long as the rule of paying Priority Taxes first is respected.
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Why can’t I pay just the property tax?
Payment of current taxes is conditional upon settling mandatory outstanding debts (fines or other overdue amounts). In the app, you will see a “Priority Taxes” section (which must be fully paid before accessing other payments) and an “Other Taxes” section.
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The local taxes due are much higher than I expected. Why?
The amount displayed in the app reflects the results provided by municipalities. For clarifications, contact the institution directly.
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Why can’t I pay taxes for someone else?
To ensure taxpayer data confidentiality, the app only allows payments for taxes associated with your personal identification number (CNP) or fiscal account.
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I paid all the taxes in full via the app, but the due amount remains unchanged.
Bank transfer processing and updates by municipalities can take 1-2 business days. Updates made by municipalities will be reflected in the app as soon as possible.
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I paid all the taxes displayed in the app, but I received a payment notice from a city hall.
SelfPay Now allows tax payments only for partner municipalities. Please ensure that the municipalities you owe taxes to are included in our partner list.
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What happens to my data?
Your data is processed by our partner Onfido, in compliance with the directives of the Romanian Digitalization Agency.
For more information, visit www.onfido.com. -
Why can’t I attempt identity verification anymore?
App users are allowed up to 5 identity verification attempts per day.
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My identity verification is taking longer than expected. What can I do?
In rare cases, the identity verification process can take up to 30 minutes.
If you do not receive the verification result, please try restarting the process to ensure you have completed all the required steps. -
Why am I unable to verify my identity successfully?
Identity verification is based on a Romanian-issued ID card
Make sure that:
- Your ID card is original,
- The ID card is valid and undamaged,
- Uploaded images are clear, stable, and free of light glare,
- The photo on your ID card matches your selfie,
- You are in a well-lit space, and your facial details are clear.