Cardholder FAQs
Q: How do I activate my Gift Card?
Download the SWIRL app from the App Store or Google Play. Create an account (or log in if you’re an existing user), then add your card in the “Cards” section. Use your own name and home address, and don’t forget to sign the back of your card. You can also register at www.swirlcard.com.
Q: How do I activate my replacement card?
Activate your replacement card the same way as a new card — online or via the app. If you need help, contact our support team.
Q: Do cards need to be activated before they can be used?
Yes, all SWIRL Gift Cards must be activated before making purchases.
Q: Is there an age restriction when activating an SWIRL Gift Card?
Yes, cardholders must be 16 years or older to activate a card.
Q: How do I use the card?
When using the card to complete an online transaction please enter your card number, expiry date, and CVV. You can use the card in store through swiping and signing at the shop terminal.
Q: Can I have more than one Gift Card?
You can add multiple Gift Cards to your account provide you do not exceed the yearly limit. All Gift Cards must be registered by the accountholder and end user
Q: I haven’t received a PIN for my card.
SWIRL Gift Cards don’t use a PIN. In-store, simply swipe and sign to complete a purchase.
Q: Can someone else use my card?
The card should only be used by the registered cardholder for security and compliance purposes.
Q: Can I use the card to pay bills?
Most one-off bill payments are fine, but recurring payments are not allowed under the Small Benefit Scheme rules.
Q: What if my in-store purchase is greater than the balance on my card?
Ask the cashier for a split tender — pay part with your gift card and the rest with another payment method (cash, card, etc.).
Q: What if the merchant doesn’t support swipe and sign?
Most major retailers can facilitate swipe-and-sign cards like the SWIRL Gift Card. If a terminal doesn’t allow swipe, some merchants may be able to manually enter the card details.
Q: Why is my card declined and my payment not going through?
Ensure your card is activated, the balance is sufficient, and the merchant accepts swipe-and-sign. If issues persist, contact support.
Q: Do any spending restrictions apply to the Gift Card?
Yes. The following are not allowed :
• Money transfers (e.g. PayPal, Revolut, ATM)
• Subscriptions or recurring payments (e.g. Netflix, utility bills)
• Gambling transactions
• Charity donations
Some merchants may also be classified as recurring payments even for once-off purchases. See our T&Cs for full details.
Q: Can I receive a refund to my card?
Yes, as long as the original payment was made using your gift card.
Q: How do I dispute a transaction?
Contact our helpdesk or email info@swirlcard.com with the details — we’ll be happy to assist.
Q: My transaction was cancelled, but my card still got charged — why?
The charge may be in a “pending” state. These usually expire after a few days, releasing the funds back to your card. If it remains pending for over 10 days, contact the merchant to release the hold.
Q: How long do refunds take to appear on my card?
Refunds usually take 3–10 business days, depending on the merchant.
Q: Can I top up my SWIRL Gift Card?
No, SWIRL Gift Cards are single-load only and cannot be topped up again.
Q: Can I transfer, top up or withdraw funds from my card?
No. SWIRL Gift Cards do not support top-ups, bank transfers, or ATM withdrawals.
Q: What do I do if my card is lost or stolen?
You can quickly suspend your card via your app. Please contact our dedicated helpdesk or send an e-mail to info@swirlcard.com and we will be happy to send a replacement.
Q: How do I view my balance and transactions?
Once registered, you can view your balance and transactions, in the SWIRL app. You can also check your balance by texting Balance and the last 4 digits of your customer number to 51155.
Q: How do I change my account details (e.g. phone number, address)?
You can update your address or email address by logging into your account via the Swirl app. Please locate Services and Edit my profile. To update any other details on your account please contact our Helpdesk or email info@swirlcard.com
Q: When does my SWIRL Gift Card expire?
The expiry date is printed on the front of the card.
Q: What happens if I don’t use the card right away?
There are no fees for the first 12 months from when the card was loaded. After that, a €3.50 monthly fee applies if a balance remains.
