A prepaid Mastercard®
In case of established or suspected theft or loss of your CBLIB Card, you must inform us without undue delay by blocking your card:
Your CBLIB Card will be immediately blocked and you will receive an e-mail to confirm it.
You can then ask the CBLIB Card client service either to replace your CBLIB Card, you will be charged 5€, or the refund of the remaining balance with the conditions in effect.
Only the CBLIB Card holder can declare the loss or the theft.
Important: When you call, the entry of the mobile phone number associated with your CBLIB Card is necessary to block it. You have indicated this number upon activation of your CBLIB Card. Should you have changed your mobile number and not informed CBLIB Card, please enter your former cell phone number.
You can recover the Pin code of your CBLIB Card, you must make sure to have enough funding available on your card before carrying out the transaction, click here.
*Standard SMS rate applies.
To unlock your CBLIB Card you found, provided that you had not already asked for its replacement, please send an e-mail to support@cblibcard.com from the e-mail address associated with your CBLIB Card specifying:
Caution: Should you have already asked for the replacement of your CBLIB Card, then you cannot cancel it and will have to destroy the CBLIB Card you have found.
After 3 failed confidential codes (PIN code), your CBLIB Card will be blocked. You will not be able to use your CBLIB Card to pay at a point of sale or to withdraw money.
You should send by email to support@cblibcard.com the email address associated with your CBLIB Card specifying:
We will launch the procedure for unlock the PIN code.
If successful, you will receive an SMS to confirm that you can use your CBLIB card again.
If we do not succeed, you must order a replacement card.
To get a new fully functional card, you have to ask for a replacement of your card. You will be charged € 9,90.
A new card will be sent to you that you will have to activate upon reception. You will be given a new PIN code. The funds of your old card will immediately be available on the new CBLIB Card.
To replace your CBLIB Card, please send an e-mail to support@cblibcard.com from the e-mail address associated with your CBLIB Card by specifying:
You must inform immediately the CBLIB Card client service by e-mailing to support@cblib.com from
the e-mail address associated with your CBLIB Card, they will advise you about the follow-up.
The CBLIB Card is valid for at least 24 months. The expire date is displayed on the front of your CBLIB Card. After this date, you will not be able to use your CBLIB Card any more, it will automatically be disabled
Your CBLIB Card MasterCard® has a limited period of validity, all MasterCard® payment cards do.
A new CBLIB Card will automatically be issued and at €5 provided that you have enough credit on your account to cover the cost of the new card. Failing that, we will send you an e-mail asking you to reload your account.
The balance of your old CBLIB Card will automatically be debited from €5 and transferred to your new CBLIB Card. Should you not wish an automatic renewal you can notify it in writing 28 days before the expiry date. The new CBLIB Card will be sent to the postal address associated to your CBLIB Card (in case of change of address, click here).
Should you not wish to renew your CBLIB Card: you can notify it by sending an e-mail to support@cblibcard.com from the e-mail address associated with your CBLIB Card specifying that you do not want to renew your CBLIB Card.
The contract has a period of validity equivalent to the period of validity of the card. After this period, the card may be cancelled at any time by contacting the client service at support@cblibcard.com.
You have to agree in writing of having destroyed the card. Your card will be automatically blocked. Purchase or activation fees will not be refunded. Carried out or pending purchases or transfers as well as the fees related to these transactions will not be refunded.
In case of dispute you must first send the required documents and the funds available on your card, once all transactions and fees deducted, will be sent to you by cheque to the address you entered in your personal details or failing this when placing your order.
The "confidential code" is the PIN code of your CBLIB Card. It is unique and enables to secure its use. You will need it for your payments at outlets and at ATMs.
After reception and activation of your CBLIB Card, you have received your card and your confidential code (PIN code).
This code is strictly personal. You must keep it confidential under any circumstances. As such, it is recommended that you memorize it, to destroy the support on which it was made available to you and not divulge it to anyone. Should you suspect your confidential code may have become known to a third party without your knowledge, you must inform as soon as possible the CBLIB Card client service by sending an e-mail to support@cblibcard.com from the e-mail address associated to your CBLIB card.
The "idCard" (or "identifying code") is the number with X digits that appears on the face of your CBLIB Card, in the lower left corner that enables you to identify to have access to your personal space on the web, in the app and for all your operations via SMS. You will be asked to provide this code upon the first connection to the mobile app.
The secret answer is the answer you gave upon activation of your CBLIB Card to the security question you selected from the available list.
The secret answer enables the CBLIB Card client service to identify you to have access to your account information. Therefore, you must memorize it, you will in no circumstances be reminded of it.
Should you have forgotten the question associated with your secret answer, you can find it by clicking here and entering your e-mail address or your user name.
You may also be asked to provide your secret answer upon procedures online.
This is necessary to identify and make sure you are the holder of the considered account. When you contact the CBLIB Card client service by e-mail, you must therefore send your request from the e-mail address you have identified upon activation of your card. Failing that, your request cannot be considered.