Faqs

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

  Any person over 18 years old who is a resident of Spain (with a DNI or NIE card) 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 "Apply" section, click on "Cards", then "Apply for card" and choose the one that's right for 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 "My cards" 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. From the app, from the home screen, my cards, press the “Request new card” button and then select the card you want.

• Where can I view and change my card PIN?

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

  You can change your card's PIN by entering it at any CaixaBank ATM and 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 2-3 weeks. If it's been longer than that and you still haven't received it, contact us through the app (Gina chatbot) or by calling 938 872 508 and we will check.

  Within the imagin app, in the "My profile" section, you can check the address you have provided and make any changes 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, on the home screen go to "My cards", select the card you want to block and tap "Block".

  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 and request a new one through the imagin app.

• How do I view my card purchases?

  In the app, in the "My cards" section, click on the card you want to check. 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, try cancelling the subscription or payment on the website of the merchant in question. If you can't reach an agreement with the merchant or you want to file a claim, you can request a refund by going into the transaction on the app and clicking on the “Request refund” button.

  What can i do if a suspicious payment is made with my card?
  To dispute a transaction on your card, go to your account or card details, select “Request refund” from the highlighted options and follow the steps. Remember that in the event of fraud or theft, you will need to attach the police report, but you can file the request on the spot and submit the report later.
  
  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 an adviser to do it, or do it through the Now app

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

  From the app, in the "My cards" 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 11,000 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 the day after its confirmation. You can view details of upcoming charges in the app, from the "Accounts" section. Find out more about it here.

• How does the MyCard credit card work?

  The MyCard credit card combines all the advantages of a credit card and a debit card:

  It's a card that lets you pay for purchases the following day, pay in foreign currencies worldwide without fees, take out cash on debit without fees at more than 11,000 CaixaBank ATMs and ATMs outside Spain (the bank that owns the ATM may charge you a fee). And you get all this with no issuance or maintenance fees!

  The payment method for this card consists of buying on credit and paying for the purchase the day after it is confirmed. This payment method lets you recover your card's credit limit one payment is made so you can continue your day-to-day purchases. Although the charge is settled the following day, the transactions are recorded instantly, and you can view them on the imagin app.

  Plus, if you use up your credit limit, the MyCard will let you use the balance in the associated imaginBank account, as long as you have enough balance to cover both the credit limit you exhausted and the amount over that limit.

  Another advantage of the MyCard is that you can customise the payment option and instead of paying for the purchase the day after it is confirmed, you can do so weekly, monthly or after a certain number of days you specify. You won't pay interest either way, since the total credit used is charged on the day you specify.

  If you don't want to pay for the total amount of credit used, the MyCard also allows other payment methods, such as deferred (revolving) payments of all the credit or the deferred payment of a specific purchase. These two credit options do accrue interest, and you have to request them explicitly. 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 "My cards" section on the home screen, select the card you want to top up, click on the "More options" menu and then "Top up card".

  The top-up limit will depend on whether 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