ThomasCdnns/qonto-open-qa huggingface dataset:
Question: What is the fraud and phishing insurance coverage protection on the cards?

Answer: You are covered in case of fraudulent purchases made with any of your physical cards, or in the case of withdrawals made from your account if your card was stolen or lost.   What is the excess for fraudulent payment? There is no excess for this coverage. But the maximum benefit amount is limited to €3000 per year, per cardholder.   What should I do if I'm a victim of phishing? You have to report the incident to Qonto in order to block the card and the account. You must then follow Qonto's instructions to secure your account and your cards again.  If needed, Qonto can ask you to change your credentials. You also have to report the incident to the police.
Question: What Travel/Purchase insurance is offered on the Plus and X cards?

Answer: What is travel assistance? The travel assistance coverage provides you with a series of services to help you in the case of accidents, death, repatriation, or legal suits that occur while you are traveling.   What is the purchase protection insurance? Purchase protection offers you protection against theft and accidental damages for all products paid in full with your Qonto Plus or X card.   Coverage Travel insurance  eligibility • A Plus or X cardholder • The spouse of a Plus or X cardholder • The cardholder’s unmarried children or grandchildren, under the age of 25 • The cardholder’s fiscally dependent ascendants Trips eligible • Trip purchased with the Plus or X card • Travel was more than 100km from the insured home or office location • Trip was shorter than 90 days • Worldwide, except in specified countries: North Korea, Cuba, Iran, Sudan, Syria, Ukraine. Trip cancellation If your trip has been cancelled or delayed due to an accident, death, layoff, employer-caused change of holiday date, or professional change: • €5000 per insured person/per year Travel delay Inconvenient expenses that you encounter due to: • A train or flight delay • A train or flight cancellation • A limit of €800 per claim regardless of the number of insured people on the trip (food, drink, hostels, airport transfers or purchase of new ticket can be reimbursed) Luggage • Refund up to €1000 per claim in the case of loss, theft or damage by the transport carrier • A €70 deductible, to be paid out of your own pocket, remains. Car rental waiver • Refund up to 5000€ for the excess you had to pay in case of damage or theft of the rented vehicle (provided that you rented the vehicle with your Qonto card and that the rental company does not offer insurance covering this deductible) Snow & mountain • Search and rescue costs in the mountain • Medical costs • Damage to ski gear • Unused ski lessons and unused ski passes following an accident Purchase protection • Minimum value of the purchase must be over €50 • Maximum benefit amount is €1250 per claim, and €2500 per year/per cardholder • Smartphones are covered against theft or damage, as long as you are an X cardholder and you have bought the smartphone in full with the card. Items not covered • Animals, plants, food or beverages • New or used motor vehicles • Cash, traveller’s cheques, bonds, securities, shares, or any marketable securities or instruments • Transport tickets • Entrance tickets for any type of sporting or cultural event, concerts • Jewelry or precious stones, artwork, gold or silver products • Goods purchased for resale • Weapons and counterfeit objects Where can I get the travel insurance certificate for my Visa application ? If the Visa agency or embassy ask you for a travel insurance certificate for your trip, paid for with your Qonto Plus or X card, you can request it via this  application form .
Question: What to do if I need to activate my insurance or get a quick assistance ?

Answer: What are the eligibility conditions for the assistance ?   There are two main conditions: You have a valid Plus or X Qonto card at the time of the incident. All transactions must be made with your Qonto card.   How can I get assistance in case of an emergency?   If you are a Plus or X cardholder, repatriation, urgent medical expenses and legal assistance are covered when you travel abroad. To contact the assistance provider, please call: +33 1 49 02 46 70 or send a message to  [email protected]  if your company is based in France. +49 69 22 22 80 17 /  [email protected]  if you company is based in Germany. +39 02 36 00 06 83 /  [email protected]  if your company is based in Italy. +34 911 149 989 /  [email protected]  if your company is based in Spain.   How can I file a claim? To make a claim, simply fill out the online form that you’ll find  here . If your claim is related to a transaction made before January 1, 2023, contact our previous partner AON via:   -  [email protected]  or +33 1 49 02 56 10 if your company is based in France. -  [email protected]  or +34 911 149 988 if you company is based in Spain. -  [email protected]  or +39 02 36 00 06 82 if you company is based in Italy. -  [email protected]  or +49 69 22 22 80 16 if your company is based in Germany.   What happens right after I submit my claim? Once you’ve submitted the claim, you’ll receive an email confirmation from Qover. After that, simply wait for further updates as we assess your claim and check its validity. Your supporting documents will be reviewed and the claim amount calculated. If we need further information, we’ll reach out to you. Once your claim is approved, you’ll receive the payment via a money transfer on your Qonto bank account.   Who should I contact if I’m unhappy with the outcome of my claim? If you’re not happy with the outcome of your claim, you can contact Qover's mediation department at  [email protected] . Make sure to provide all details to speed up the process.   How to get proof of travel insurance cover? You can complete the form  online  to make your request.
Question: How to pay with my physical card before receiving it?

Answer: What happens when I order a physical card? Once ordered, you can immediately access a digital version of your new card through your Qonto app or other digital wallets and start shopping online or in-store right away while waiting for its physical version.   1 -  Online payments : You can find your  new card details directly from your Qonto app  and use them to pay online. Your online payments are secured via 3DS protocols, learn more about it  here .   2 -  In-store mobile payments:  You can start using your physical card in store by adding it to Apple Pay or Google Pay in a few clicks.   Why do I need to activate my PIN code? Once you receive your physical card, using your PIN code for the first time (physical payment or withdrawal) will allow to fully activate your card in a secured way: The contactless payments The monthly payment limits above 20,000€ for PLUS and X cards
Question: Why am I unable to pay the toll?

Answer: When you pay with your card, the merchant requires pre-authorization to make sure your account has the funds needed for payment.  ​ The payment terminal (TPE) communicates with the creditor bank in real time, which allows for an almost immediate response to the pre-authorization request. To do this,  it must be connected to the Internet . In fact, without a connection, the TPE will not be able to send the authorization request, which is essential for payment validation. ​ This generally happens with payments: of underground parking lots from bars/restaurants on trains or ships at self-service ticket vending machines. ​ For your parking space, we suggest that whenever possible, you make payment at the parking attendants. Alternatively, subscribe to the Telepass device to pay for your parking spaces with security.   ☝️  Good to know:  Qonto is not affiliated with  Viacard  and  Telepass Business  services. This means that: You can apply for a new  consumer Telepass  service,  dedicated to individuals , or have the cost of an  existing consumer Telepass  charged on Qonto You cannot apply for a  Viacard business  and open a new  Telepass business  service on Qonto, but you can designate the Qonto account to charge an existing Telepass business service.
Question: How can I submit a card request?

Answer: 💡 For  Business and Enterprise plan users , employees can request cards to Admins or Managers, who are notified and can approve or reject the request in just a few clicks.   Which cards can be requested? Employees can request two types of cards:   Virtual card this is ideal for recurring expenses, for example online subscriptions for marketing tools or softwares. You will need to submit a proof of identity to request a Virtual card, it won’t be usable if your identification is not validated.   Instant card for one-off expenses, this temporary virtual card is set for a specific budget and validity period. The Instant card expires right after the chosen end date. As an Employee, you won’t need to submit a proof of identity to request a Instant card, you will be able to use it once it’s validated by the Admin or Manager.   How to request a card To request a card, go to the  Request  section of your app, click on  Make a request,  then choose the type of card. Fill in the following settings.   Virtual card Add the  recurring monthly budget  needed. The Admin or Manager will be able to edit it if you need more budget after validation. Inform the reason  why you need the card, to give more context to the Admin or Manager.   Instant card Add the  temporary budget  needed. The Admin/Manager will be able to edit it if you need more budget after validation. Select the  final day of use.  This date can be no earlier than the following day and no later than one year from the application date. It can’t be changed. If you need it for a longer period, you’ll need to request a new card. Inform the reason  why you need the card   Once you submit a card request, the  Admin or Manager  will be notified by email and mobile notification.   How can I track my card request? Once the card is created (or the request is declined), you will be notified by email and mobile push notification. In the meantime, you can go in  Request  tab of your app to check the status of your request: it will show as pending, declined or approved.   Can I edit or cancel a card request? You can cancel a card request as long as it hasn’t been approved or declined. However, you can’t edit a request. If you’d like to change your request, please cancel it and start a new one.   ☝️ After you have made a transaction using your card,  don’t forget to add a receipt .
Question: How do I block an "in progress" card transaction?

Answer: A card transaction is in progress or has been validated on your account? You don't agree with this payment and would like to refuse it?   If the transaction has been refused by the merchant but appears to be in progress on your account,  go here. If the fraud is not of your making, please  block your card  as soon as possible and follow the  steps listed here . In the event of a dispute with a merchant you know, we suggest that you first contact the merchant to find an amicable solution. It is not technically possible to refuse a transaction in progress. However, the merchant may reimburse you if the transaction was unnecessary. If this is unsuccessful, we invite you to contact us, enclosing the e-mail exchanges you have had with the merchant.
Question: What are the different statuses of a card transaction?

Answer:  Transactions related to your Qonto account appear  immediately in your transaction history  and  your balance is updated instantly .   You can choose to filter the view of your transactions to show only those related to your cards. To do so, from the  Business   Account > Transactions , you can click on  Filters  then select  Method  and  Card .  Your interface may provide a clarification depending on the status of the transaction: A card transaction indicated as  "Processing"  has been authorized on our end but the merchant has not yet confirmed the debit. The amount is blocked on your account but has not yet been debited ( more info here ). The transaction will then be declined, reversed or settled.     A card transaction marked as  "Declined "  has not been authorized and therefore has not been charged to your account ( more info here ). ​   A card transaction marked as  "Reverted "  means that we have not received the confirmation from the merchant. The amount has been released on your available balance. ​   A card transaction that does not indicate any details is  "Settled "  and the merchant’s account has been credited. The amount has been debited from your account. ​     How are card transactions processed? When you pay with your Qonto Card,  the merchant performs an authorisation request  to ensure that you have the required balance on your account. This authorisation request is usually for the same amount as your purchase and appears in your account history as a  pending transaction .    The pending flag  disappears after the transaction is completed, usually 2 or 3 days after your payment.   In some cases, the amount after a pending card transaction may change over time: If you don't remember the amount of a pending transaction, you can find the most common cases here:   - A balance check   A merchant (automated petrol station, hotel, car rental company, etc.) may make an authorisation request to your bank to ensure that your account has sufficient funds to cover the amount to be paid. These requests may remain marked as 'in process' in your account history for up to 9 days before being processed.   - A card verification   A merchant (online merchant, service app, etc.) may make an authorisation request to your bank (usually for an amount less than €1) to ensure that your card is valid. These requests may remain marked as 'in process' in your account history for up to 9 days before being processed.    - The remaining amount of a previous authorisation request   Sometimes the amount of an authorisation request can be higher than the amount you end up paying. For example, a hotel may run an authorisation request for an amount equivalent to a 3-night stay, while you end up paying for only one night. In some of these cases, a remaining authorisation request (which is the difference between the amount originally authorised and your amount paid) may remain on your account for up to 9 days before it is processed.
Question: Do you want to dispute a card debit?

Answer: There are different types of card dispute 👇   1. A commercial litigation   You have registered your card number on a merchant’s website  : The merchant did not meet his commitments You paid for a service, but it was not honored Your order does not comply or has not been delivered The ordered item is not consistent with the one displayed on the site The package was not delivered For these cases, we invite you to first contact the merchant to request a refund. If you do not get satisfaction, you will have to  gather all the written exchanges with the merchant.    You have a  maximum of 90 days  to dispute a commercial dispute.   👉 Once your dispute file is complete (including exchanges with the merchant), we invite you to contact us through the chat and select “ Card transaction dispute ”. You will be led to a survey to fill in for more details.   You notice a recurring debit from a  merchant you know : It is possible that you have unwillingly signed up for a subscription program following a payment on the merchant's site. This typically happens when a box is checked by default and gives you access to a free trial, which will be automatically renewed and charged later.   Unfortunately,  Qonto cannot intervene in this case . You will have to request the cancellation and refund of the subscription from the  merchant's customer service . 2. A fraudulent payment by card You notice a card payment that you did not initiate : First of all, we advise you to  declare your card as “lost” or “stolen”  to avoid new fraudulent transactions. 👉 We then invite you to contact us through the chat and select “ Card transaction dispute ”. You will be led to a survey to fill in for more details.   You have a  maximum of 8 weeks  to dispute a fraudulent payment. 3. An ATM withdrawal (automated teller machine) You made a withdrawal but the bank notes did not come out : 👉 We invite you to contact us through the chat and select “Card transaction dispute”. You will be led to a survey to fill in for more details.   You have a  maximum of 120 days  to dispute an ATM withdrawal.
Question: How do I release a deposit ?

Answer: When you make a pre-authorization hold for a rental: If the amount is  less   than €1,000  it will be released within a  maximum of 9 calendar days from the date of pre-authorisation. Qonto is not part of the process in this case  and only the merchant can release the funds before this delay.   If the amount is  equal  or  higher   than €1,000  it will be released within a  maximum of 31 calendar days from the date of pre-authorisation. No worries, for such an amount, we can release the funds earlier if you send us  the closing card receipt of the transaction  the merchant gave you.   ☝️The closing receipt must contain the last 4 digits of the card and the file number.
Question: Why does my transaction appear to be higher than its actual amount?

Answer: If your transaction appears to be higher, it means that the merchant has made a pre-authorization hold during your payment.   What is a pre-authorization hold? In order to ensure that the payment will be properly honored, (that is, to verify that the balance has the necessary funds), the merchant makes a pre-authorization hold of a greater amount than the final amount of your purchase. This pre-authorization hold appears as a  “pending”  transaction on your account before being replaced by a transaction of the actual amount of your purchase.   In which cases does the merchant make a  pre-authorization hold? When refueling at automatic fuel dispensers ⛽️ The automated fuel dispensers charge a debit on your account in an amount typically between €90 and €150 before allowing you to refuel. This pre-authorization hold is then regularized by the actual price of your transaction just after your refuel. It may happen that the distributor or merchant doesn't regularize the transaction. In this case, your account will be regularized within 1 to 9 days when the merchant will send us the confirmation of the operation.   When renting a vehicle or equipment 🚗 When you rent a car or equipment, the merchant makes a bank impression in the form of a pre-authorization hold. If the amount is less than €1,000, it will be  released within a maximum   period of 9 days. If the amount is more than €1,000, it will be  released within 31 days . You can have more info  about this here   When staying in a hotel 🏨 When you stay in a hotel, the hotel makes a larger pre-authorization hold to ensure that your balance covers the total amount of your stay. This pre-authorization hold can remain in your account before being regularized by the debit of the actual amount of your stay.
Question: What’s a “processing” card transaction?

Answer:  When you pay with your Qonto card, the merchant makes an authorization request to verify that you have the necessary funds in your account.   This authorization is usually for the full amount of your purchase ( unless exceptions ) and appears in your Qonto account history as a  "processing"  transaction.   Card transactions are usually confirmed by merchants within 2-3 days, so it may take that long to appear in your transaction history. Please note that the amount is blocked on your account but  has not been debited .   ☝️ Without confirmation from the merchant, the transaction can remain  "processing"  in your Qonto account history for  up to 9 days.   After that time, the transaction will be automatically canceled by the system and will appear crossed out   Payment declined but displayed "processing" on my account Your card transaction has been declined by the merchant however the transaction is displayed under "processing" on your account? Rest assured, this operation will not be debited!   The payment authorization is sent to the merchant to validate the transaction. Sometimes, your payment is authorized by Qonto but the merchant does not receive confirmation due to interbank connexion issues.   The payment is then refused on the merchant’s terminal. If Qonto does not receive the information regarding the rectifying transaction, the transaction remains under "processing" on your account.   As per Mastercard rules, the displayed transaction will disappear from your account within maximum 9 days. Your balance will then be updated.
Question: What should I do if my Qonto card is lost or stolen?

Answer: How can I permanently block a card? Whether your Qonto card is lost, stolen or even broken, you can  deactivate  it directly from your account: From the section  ‘Business Account’ , click on  'Cards' Select the appropriate card and click on  Report lost/stolen , at the bottom of the right-hand side. Then, select ' Report as lost'  or ' Report as stolen'. Finally, enter your password to confirm the action. ☝️ Good to know:  This is an irreversible action that will permanently block your card . So check your recent transactions to make sure that there has been no fraudulent use of your account. The cost of a new physical card is 6 € HT, except if it was lost during shipping.   What should I do if there is a fraudulent operation? You just checked your last transactions, and you think you are being defrauded? We explain to you what to do, step by step,  right here .   If you have any doubts about a transaction, you can start a chat with us by logging in your Qonto interface. **We would be happy to help you.
Question: How can I see or change my PIN?

Answer: How to see my PIN? Your PIN code is accessible at any time in your Cards section from your desktop or mobile app. To find it: Go to the Cards section Select your card Click on “ See PIN ” 💡 If you have set up  Strong Customer Authentication  on your account, you will receive a confirmation request on your associated phone. ☝️  Have a doubt on your PIN?  Please do check it before trying again. Indeed, if you enter 3 times a wrong code, your card will be blocked and you’ll need to change your PIN.   How to change my PIN? If you entered 3 times a wrong code or just forgot it, you can reset your PIN code anytime from your application. To reset your PIN code : From the section  ‘Business Account’ , click on  'Cards' From the right tab of your screen, click on  ‘Reset PIN’  code and define a new card PIN code. To finalize the activation, you have to  complete 2 transactions using your PIN  at an ATM. You do not need to validate the withdrawal, you can cancel the operation after entering your PIN or deactivate this option on your card.   ☝️ Upon receipt of your card, if you do not remember  the first PIN defined during the order , it won't be possible, for security reasons, to request a reset.   In this case, you will have to  delete this card  and  order a new one . How to choose a secure PIN code?