Faqs

• Who can apply for an imagin card? And how do I go about it?

  Any person over 18 years old who is resident in Spain (with a Spanish ID or Foreigner's ID) can apply for an imagin card. However, remember:

  • You can apply for the imagin Reload or prepaid card without having to open a bank account.
  • For all other imagin cards, you must have an imaginBank account.

  You can apply for an imagin card from the imagin app. Go to the "Wallet" section, click on "Ask for a new card" and choose the one that best suits you. You can see all the available cards here.

• Are imagin cards free?

  Totally! There are no issuance or maintenance fees. More info here.

  Also, imagin gives you the option of paying with your mobile phone or smartwatch, if those are your preferred methods. See how to do it here.

• How can I activate my imagin card? And how do I apply for an additional card?

  You can activate the imagin card easily from the app. In the "Wallet" section, select the card you want to activate and click on "Activate it".

  You can also activate your card at any CaixaBank ATM or by making a purchase that requires a PIN. It's that easy!

  Applying for an additional card is just as easy. To apply for an additional card, simply go to the "Wallet" section within the app and click on the card you want. On the next screen, click on "More options" and then "Apply for new card".

• Where can I view and change my card PIN?

  You can view your card PIN from the imagin app. In the "Wallet" section, click on the card whose PIN you wish to view. On the next screen click on the "My cards" button and from there click on "See PIN".

  You can change your card's PIN by entering it at any CaixaBank ATM, selecting the "Change PIN" option.

• What should I do if my card does not arrive?

  Don't worry, you will receive your card at your home within no longer than 2-3 weeks. If we have informed you of the card's shipment, and the 2-3 week has gone by and you have not received the card yet, please contact us through the app (Gina) or by calling 900 211 211 and we will check.

  Within the imagin app, in the "My profile" section, you can check the address you have provided and make any necessary modifications as needed.

• My card will expire soon. How can I renew it?

  If your card is about to expire, don't worry, we'll take care of it. Two months before the card expires, we will send you a new one to your home address.

• How can I cancel/block my card? And what do I do if my card doesn't work?

  To block your card, open the app, go to "Wallet", select the card you want to block and click on "Block card".

  You can choose whether to block it temporarily or permanently. You can also ask for a replacement card.

  If you temporarily block the card, you can reactivate it in the same way.

  If your card is damaged, isn't working in ATMs or stores, or the number, expiry date or CVV are no longer visible, you can cancel the card using the imagin app.

• How do I view my card purchases?

  Open the app, and click on the card you want to check in the "Wallet" section. On the next screen you will be able to view all your transactions. 

  How can I cancel a purchase or charge?
  If you want to cancel a purchase or order placed, first try to sort it out with the merchant in question. Charges and payments cannot be refunded or blocked from the app. To do so, you will have to access the website where it was made and cancel the subscription or payment from there. For example, to cancel the Netflix payment, you have to go to the Netflix website and cancel the subscription there. In case you do not reach an agreement with the merchant or if you want to make a complaint, you can call customer service on 900 211 211 or 93 887 25 08.

  What can i do if a suspicious payment is made with my card?
  To cancel a transaction made with a card, go to the Wallet section of the app, find the card related to the transaction, select the transaction you wish to cancel, and initiate the refund process by clicking on "Request Refund". If you prefer, you can block the card directly from within the imagin app. Instructions on how to do this can be found in the section on how to block a card. You can also go to a CaixaBank branch and ask a manager to do it, or do it through the Now app.

  In case of fraud or theft, you will need a police report.

• How can I view all the available transactions on my card?

  From the app, in the "Wallet" section, click on the card whose details you want to view. On the next screen, click on the "More options" to see a menu with all the available transactions for that card.

• Can I use my card abroad?

  Of course! You can pay with your imagin card at all merchants worldwide that accept VISA or MasterCard payments.

  The best type of card to use abroad with credit cards. More info here.

• Which ATMs can I use to take out money with my imagin card?

  You can take out cash for free at any of the more than 13,000 CaixaBank ATMs. If you have the MyCard imagin or imagin credit card, you will be able to make debit withdrawals at any ATM in the world without us charging you any fees.

  Of course, the banks whose ATMS you use to make cash withdrawals may apply a surcharge fee for using their services. This surcharge fee is applied by the bank that owns the ATM.

  However, for your peace of mind, please note that the service provider is required to display the exact amount of the surcharge fee on the ATM screen. Therefore, you can decide whether to cancel the transaction before it goes through. Furthermore, the amount of surcharge fee can vary and is not applied by all ATM service providers.

• How is a debit card different from a credit card?

  Debit and credit cards differ basically in the payment method.

  Paying with your debit card means paying for your purchases with the balance in the account associated with the card, so if you do not have enough balance in the account at the time of purchase, you will not be able to pay with the card. By contrast, when you pay with a credit card, you don't pay for purchases with the balance in your account at the time of purchase, but with the credit you have available in your card (up to the limit set in the contract), which you repay at the end of the agreed settlement period. More info here.

  What is MyCard?
  MyCard is new type of card which combines the advantages of a credit card with the convenience of a debit card.

  By default, transactions are debited 48 hours after confirmation. You can view details of upcoming charges in the app, from the "Accounts" section. Find out more about it here.

• What is the Reload or prepaid card?

  This is a prepaid card that you can apply for without having to open a bank account. You can use the card to:

  • Pay in all shops around the world that accept Visa or MasterCard (except for a few motorways, parking metres and car rental companies).
  • Buy online securely.
  • Ensure that your spending does not get out of hand thanks to only being able to spend what you top up.
  • Top up your card whenever and wherever you want from the imagin app.
  • Check your money and transactions performed through the app.

  You can top it up from the app. Go to the 'Wallet" section, select the card you want to top up and click on "Top up card". View the cost.

  The top-up limit will depend on whether or not you have an account with imagin:

  • If you don't have an imaginBank account yet: you can top up to €250 per year on your Reload card. Also, you can increase the limit to €5,000 per year if you validate your identity via a video call.
  • If you already have an account with us: you can top it up to €5,000.
• Why does the balance on my card not coincide with the transactions performed?

  If the money on your card does not coincide with the transactions you have performed, you probably have authorisations that are pending confirmation.
  In this case, 2 things can happen:

  • The store must confirm the transaction and the amount will be deducted from your balance within a maximum of 7 days.
  • After 7 days the store cancels the transaction, and therefore the initial balance is automatically re-established.

  These variations often occur with petrol stations, hotels, airlines and certain e-commerce stores