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Emergency and Support

What should I do if my card is lost or has been stolen ?

You need to call +225 21 30 22 66 ( normal costs apply ), available 24 hours a day, to declare the theft or loss of your red card or black card, so that all of your transactions can be immediately blocked. It is crucial that you report the incident without delay as soon as you realize that the loss or theft of your card in order for you to limit the damages.
The customer service representative will explain the necessary steps that you need to follow in order for you to get a replacement card. Your balance will be transferred on your new card and you will be able to use your card for any purchase until you have spent the available funds.
For more information, please refer to the Terms of Service for any additional information regarding your rights in case of a loss or a theft.

What should I do in case of fraudulent use of my card ?

In case there was a remote purchase ( by phone, online or by mail):
When a remote purchase is unauthorized, you need to send a letter, which should include the detail of the fraudulent transaction such as date, amount, and merchant. The fraudulent operation will be canceled as soon as we receive your letter. You have the right to refuse or to send back any and all unsolicited merchandise sent to you. Weblogy is not to be involved in any commercial dispute that may arise that may oppose your request. If this type of fraudulent use persists (online, mobile, mail), it is recommended that you report an incident against your cards and request a new card.

In other cases:
Immediately call +225 21 30 22 66 ( all standard costs apply ) to report an incident. Your card, if used fraudulently will be blocked and any new transaction will be refused. The customer service representative will provide you with the steps that need to be taken. You will be informed on how to get a replacement card.
Please refer to the General Terms of Service section for any further information regarding your rights in case of fraudulent use.
You can also, if you notice any suspicious activity, block your card through your online client portal.

Will I still be able to use my card if I lose it ?

Yes, but only temporarily. To get your balance back, you will need to acquire a new card and request a balance transfer from your old card to your new one.

What should I do if I lose my PIN code ?

Connect to your online account and update your PIN code or go back to the point of sale where your purchased your abidjan.net card, with your ID card. A text message with your new PIN code will be sent to you after your ID has been verified.

What should I do if I lose my PASS code?

Connect to your online account and update your PASS code or go back to the point of sale where your purchased your abidjan.net card, with your ID card. A text message with your new PASS code will be sent to you after your ID has been verified.

What should I do if my card is declined ?

If a transaction is refused, the merchant or the ATM machine will notify you. In order to avoid this type of situation, please check your balance regularly.
If the refusal persists even though you have sufficient funds on your card, Please check that you have not surpassed your withdrawal limit (please refer to the withdrawal conditions).
Lastly make sure you that a previous withdrawal has not blocked a sum that is greater than expected. It is the case for example for gas station ATMs which block a sum on your card that is greater than the final amount of the purchase. This blockage is maintained on your card until the payment is final (which can take up to 14 days).