Help

    To open an account, you must download the Pago app on your phone from the App Store (iOS) or Play Store (Android).

    The registration process goes through a few simple steps and doesn’t take longer than 3 minutes:

    • Log in to your Pago account.
    • Enter your phone number.
    • Enter the 6-digit code that will come to you via SMS.
    • Write the code to confirm that you are a user of that number.
    • Fill in your data, such as first name, last name, e-mail, password, etc.
    • Present a valid document of identification.
    • Select your ID card or the passport issued by the state authorities.
    • Wait for the scanning of one of the documents you selected and complete the verification by scanning your face.
    • The data read from the card will be displayed in the next step.
      Confirm or change this data if the processor hasn’t read it correctly.
    • Register a 4-digit PIN code, which will be used to confirm payments later.

    Account activated.

    Registration can only be done with an ID card or passport valid for individuals over 18 years old.

    Registration is done with an ID card or passport valid in the respective state for individuals over 18 years old. After the initial process, you have to follow a secondary process for verifying your correct address, fiscal code, or income.

    For all those citizens who are taxpayers in the USA, we must make the relevant declarations near the US state entities.

    No. The verification process needs to go through several steps:
    • Verification of the document’s validity
    • Face-matching of the person making the registration with that of the document
    • Verification of information on both sides of the document
    • Data integration
    • Control in open sources
    • Checking the lists declared by state entities in Albania or abroad for PEP persons or part of the list of names suspected of terrorism.

    Please verify that your mobile number is correct. If even after verification the code still doesn’t come, try pressing the “Resend Code” button. Ridërgo Kodin‘.

    We have tried to make the process as fast as possible and ensure that every person is verified within a day, but in certain cases (when additional documents are required), this verification may take longer.

    The password set must contain minimally 8 characters, from which you must choose:
    • at least one uppercase letter
    • at least one lowercase letter
    • at least one number
    • at least one punctuation mark
    When each of the above conditions is met, you will be shown visually all the steps in green colour.

    Since the verification process requires the user to be active and respond to requests at random for interaction (e.g., move your head, smile, approach the camera), access to the phone’s camera is necessary for this process to take place.
    Also, to ensure that the person being recorded is completing the recording process of his own will without being pressured by other people present, access to the microphone is required. Remove these rights once you complete the registration process.

    In case you have registered only the credentials without completing the upload of the document, you must scan your face and identification document, as well as set a PIN code. If you have scanned the document, you will need to confirm the data and enter the PIN code.

    If you or someone else has previously registered with a phone number, you can’t reuse it with that number.

    Before verifying your identity document, you must ensure that the following conditions are met:

    • You have a good internet connection on your mobile phone (5G or wireless).
    • You are in a well-lit environment.
    • That there is no direct reflection of a strong light on the document.
    • The document is undamaged and legible (e.g., no stains or missing parts).
    • The document has not expired.
    • The document hasn’t been used previously to register a Pago account.

    Since document scanning uses OCR technology, this means that in certain cases the translation of the visual image (scanned document) into text may have changes (e.g., the letter O can be read as D, H, and M, etc.)

    In this case, you must correct the information in the next step by entering the correct data manually.

    The PIN code is a 4-digit code that is created by you and that no other person knows to enable increased transaction security. The PIN code is required for every transaction with a value greater than or equal to 2000 ALL.

    The cases when an account is deemed inactive are:

    • The identification document has expired and has not been updated.
    • The account has been blocked by the compliance department.
    • The account has been placed in inactive status due to inactivity.

    In these cases, the user receives a notification (within Pago, by email or SMS) to complete the necessary steps to reactivate the account.

    In cases where you have received confirmation that the account has been activated, you must refresh the application using one of the following methods:

    • Refreshing the main page (drop-down at the top of the screen).
    • Exit the application (Configuration → Exit) and restore credentials.

    Close and reopen the application through the phone.

    • Scan the QR code generated by your friend within your Pago account, including the payment value and details (the QR button appears on the main page).
    • Click on the search bar and look for your friend’s contact. Choose the friend you want to send money to. If your friend hasn’t installed Pago yet, you can invite them to join you by sending them an invitation.
    • After the delivery details are displayed (beneficiary, sending account, status before and after delivery), enter the amount and a description.
    • If the value is greater than or equal to 2000 ALL, you must write the PIN code before confirmation.

    • Create a QR code via the main button → Get Payment.
    • After the payment details appear (amount, recipient account, balance before and after payment), enter the amount and a description.
    • Use the QR code to be scanned directly by your friend; send it as an image or link via other applications (e.g., SMS or WhatsApp).
    • The moment your friend opens the link sent by you, the payment details you have set are displayed directly on their account.

    • If your friend has installed Pago and it does not appear in the list of your contacts who are active in Pago, then your friend will have to make an update or refresh of its contact list (Buttons main → Refresh).
    • If your friend has installed Pago but has not yet activated their account, they will have to wait for the verification process in order to proceed.

    There are three ways to top up (recharge) your Pago account:
    The process is as follows:
    • Top-up:
      Before the procedure is finished, enter your card information and the amount you plan to deposit using a debit or credit card. 3% of the top-up amount is the commission for using a debit or credit card to top up the “Pago” account.
    • Transfer:
      Choose the relevant data from one of Rubicon’s accounts, and the information will be displayed in the app. To make a bank transfer from the bank, you log in to the app Pago, obtain the account number and enter the information. (Include the activity description along with your Pago account number.)

    • RAEA Service Points
      Locate the closest Raea service location via the app, then top up in person by entering the amount and your Pago account ID number. The top-up cost is 1.5% of the total amount, with a minimum of 200 ALL, and the minimum top-up amount is 5,000 ALL.

    Log in to the Pago app and go to Deposit+
    Four deposit methods will appear. The two most commonly used are:

    1. Bank Transfer
    Choose this option, and the partner banks will appear:
    BKT, Raiffeisen, Intesa, OTP, FiBank, Tirana Bank (euro/ALL).
    Click the bank you prefer, and the following will be displayed:

    a) Account name
    b) IBAN
    c) Swift Code
    d) Pago account number with 4 digits

    You can send the information by email for maximum accuracy.

    2. Card Deposit
    Enter your bank card details (e.g., BKT or Intesa), choose the amount, and the account will be credited immediately.

    Card deposits are typically credited to the account instantly and automatically.
    In any event, please provide us with the transaction details (date, time, amount, Pago account number, and bank information) and the card references for your transaction so that we can expedite the process and complete our verifications [email protected]).

    For all deposits made via bank transfers during working hours, your account will be credited on the same day. If a bank transfer deposit is made outside official hours, on weekends, or on holidays, the funds will be credited on the next working day.
    In any case, send the transaction references from your bank account along with the operation details (date/time/amount/full name/Pago account number) so that we can carry out our verifications and speed up the process (to [email protected]).
    Ki parasysh që gjatë urdhërimit të transfertës, të plotësosh saktë të dhënat e përfituesit.

    The Pago IBAN is currently limited to domestic transfers. We anticipate that you will be able to utilise IBAN Pago anywhere in Europe after Albania joins SEPA (Single Euro Payments Area).

    • A commission is applied from the very first top-up, with a 3% fee retained on the amount the client wishes to deposit.
    • The commissions that the sending bank has for these kinds of transfers are charged when the customer wants to top up his Pago account with money transferred from domestic or foreign banks.
    • Even in banks where Rubicon Sh.a. has accounts, transfer commissions levied by the sending bank are not covered by Rubicon Sh.a.
    • The banks where Rubicon Sh.a holds accounts are: FIBANK, TIRANA BANK, BKT, OTP, Intesa Sanpaolo, Raiffeisen, and Procredit.

    To add a new card, click on the “Add new card” button in the “Deposit by card” section.

    The cardholder name is required for security purposes.

    You can delete the cards you have used only if they are not linked to incoming accounts for recurring transfers.

    Aktualisht, depozitimi përmes bankomatit nuk është i mundur. Megjithatë, mund të mbushësh llogarinë tënde Pago përmes pikave të shërbimit RAEA.

    Use the Pago app to find the nearest RAEA service point and make the top-up in person by providing the amount and your Pago account ID number. The minimum top-up amount is 5,000 lek, and the account top-up fee is 1.5% of the amount, with a minimum of 200 lek.

    • Make sure your debit/credit card has a sufficient balance.
    • Check your card details, including the number, CVV code, and expiration date, and make sure to enter correctly the one-time password (OTP) sent by your card-issuing bank.

    Yes, you can withdraw cash from any ATM.

    • Cash withdrawals at Pago network ATMs are free of charge.
    • Cash withdrawal at ATMs within the Republic of Albania (RSH) – 150 lek.
    • Cash withdrawal at ATMs outside the Republic of Albania (RSH) – 2%, minimum 300 lek.

    For transfers to bank accounts in other banks, the fees are as follows.

    Outgoing transfers in Lek within the Republic of Albania (AIPS and AECH)
    Towards FiBank 0
    under 100,000 ALL (AECH) with normal value date D+2 0
    under 100,000 ALL (AECH) with urgent value date D 200 Lekë
    100,000 to 1.5 million ALL (AECH) with normal value date D+2 250 Lekë
    100,000 to 1.5 million ALL (AECH) with urgent value date D 500 ALL
    over 1.5 million ALL with normal value date D+2 450 ALL
    over 1.5 million Lek with urgent value date D 700 Lekë

    Yes, you can, but the exchange rate is determined by the bank that owns the ATM.

    • OSHEE
    • UKT (Water Supply and Sewerage Utility of Tirana, Durrës, Kavajë, Krujë, Rrogozhinë, Vlorë, Elbasan, Librazhd, Peqin, Belsh, Gramsh, Cërrik)
    • Police (Fines)
    • Digitalb
    • Tring Tv
    • Vodafone (top-up & monthly bills)
    • One (top-up only)
    • Digicom

    • All payments are processed in real time.
    • There may be a delay of up to 60 seconds while awaiting third-party confirmation.
    • If the confirmation is not received, the payment will be refunded.

    You can look for OSHEE bills using the contract number found on one of the paid invoices.

    You can look for UKT bills using the contract number found on one of the paid invoices.

    • To request Vodafone bills, submit the phone number and name of the person who signed the contract.
    • If your contract includes two or more Vodafone numbers, we recommend using the customer registration number, which may be found on a paid invoice or in the My Vodafone app.

    If the payment was made but we did not obtain final confirmation from the utility company, we will offer a full refund.

    The My Vodafone app may take some time to update paid bills, but if the payment was successful and you received a confirmation SMS from Vodafone, the payment is complete.

    In this case, we recommend searching with the customer registration number, which can be found on one of the paid invoices or in the My Vodafone app.
    Since Vodafone prioritises late payments, the payment you made might have been applied to a previous unpaid invoice for one of the other numbers on your contract.
    Another possibility is that you may have multiple contracts under the same name. That’s why Vodafone automatically applies your payment to the oldest unpaid invoice on your account.

    There are no additional fees for utility payments, save in circumstances of fines or late payment interest. In certain cases, the following costs will apply:
    • For individual clients, a 30 ALL commission will be levied after the third fine, regardless of the vehicle’s registration plate, within the same calendar month.
    • For corporate clients, each fine will be subject to a 30 ALL commission, regardless of the vehicle’s registration plate.

    According to modifications in the Kodin Rrugor since 2023, any fine paid within 15 days is reduced by 50% of its original value.

    This could happen for one of the following reasons:
    • You do not have a stable internet connection.
    • One of the utility payment servers is not reachable.
    • One of the utility company’s servers is not accessible.
    We suggest that you check your connection for stability and try again. If you are still unable to connect, please email [email protected] with your information.

    When you make a payment, it takes a maximum of 60 seconds to confirm the transfer with OSHEE before you can proceed with other payments.

    • To receive the Pago card, you must have an active account with a minimum balance of 1000 ALL.
    • To apply for a card, select the “Payment Card” button at the bottom right of the screen.
    • Fill in your details, confirm the information, and we will notify you as soon as your card is ready.

    Note: If the card is not collected within 180 calendar days after notification, your card will automatically become invalid.

    The card costs 1,000 ALL for those above the age of 23 and 800 ALL for those aged 18 to 23.
    The commissions are as follows:
    • CASH withdrawals at Pago network ATMs are free of charge.
    • CASH withdrawal from non-Pago Network ATMs in Albania: 150 ALL for personal debit cards and 200 ALL for business debit cards.
    • CASH withdrawals from non-Pago network ATMs outside the Republic of Albania: 2%, minimum 300 ALL for debit cards as well as business debit cards.
    Purchase commissions:
    • Purchases at Pago Network POS are free of charge.
    • Purchases at a non-Pago Network POS within the country are free of charge.
    • Purchases at non-Pago Network POS abroad are free of charge.
    • Online shopping is free of charge.

    Yes, refer to the table below.

    Commissions according to the Pago account Individual Business
    Verification of balance in the “Pago” network ATMs” 0 0 
    PIN change in the “Pago” network ATMs” 0 0 
    PIN changes in ATMs of other banks 30 ALL 30 ALL
    Physical card printing at the request of the client (age 18-23) 800 ALL 800 ALL
    Annual maintenance fee 0 0 
    Account closure 500 ALL 800 ALL

     

    • ATM withdrawal limit: 70,000 ALL in 24 hours.
    • The maximum daily limit of POS usage is 200,000 ALL.
    • The maximum daily limit for online internet purchasing is 150,000 ALL (200,000 ALL for businesses).

    Description Maximum daily account credit value The limit of the number of daily transactions Maximum monthly account credit value Maximum monthly account credit value Limit on the number of monthly transactions Minimum value for an account top-up Maximum daily top-up value Maximum daily withdrawal amount
    Pago Individual 200 000 ALL 50 1 000 000 ALL 500 5 000 000 ALL 5 000 ALL 200 000 ALL 200 000 ALL
    Business 1 000 000 ALL 100 5 000 000 ALL 1000 10 000 000 ALL 10 000 ALL 1 000 000 ALL 1 000 000 ALL

    Note:The values shown above are not mutually exclusive. If an individual or company customer chooses to conduct transactions that exceed these restrictions, they may be required to provide extra documentation to substantiate the amounts used for account top-up or the intended purpose of use.

    These documents will be provided electronically or physically as per the customer’s request, and the client is responsible for their authenticity. The risk management department will analyse the documentation and notify the customer of the continuation of the business relationship.

    Spending limitations can be increased in rare cases, but further documentation proving the source of cash will be required in advance. For any enquiries, please email us at [email protected] with your information and the limits you want to adjust.

    The card is valid for online buying at a wide range of product websites, with the exclusion of some categories. (e.g. adult sites)

    Withdraw funds from any ATM that accepts MasterCard (ATMs often display a distinguishing logo). For more information, please see the fees indicated above.

    The questionnaire’s objective is to assess your projected level of card spending.

    We try to complete your card issuance request the same day, but because each request is subject to extra approval stages by Mastercard and the processor, this may take some time.
    In certain cases, the request may not be processed or may be rejected due to specific reasons. Whatever the situation, please email us at [email protected] with your information and the date you applied for the card.

    The card data is only presented in the program after the card has been activated. The card is only activated after you physically withdraw it.

    Card mail delivery is not possible. This is because the parties must first sign a contract before receiving the physical card. For this reason, we require your actual presence near our offices.

    To activate chipless, contact-only purchases, you must perform at least one action with Chip and PIN. This action can be done at an ATM or a POS. If it is not activated again, please contact us at [email protected] with your data and information.

    The card can be used for online purchases for a large part of product portals, with the exception of certain categories (e.g., adult sites, etc.).

    • Make sure you have enough balance on your card.
    • Make sure your card and account are active.
    • Or contact us at [email protected] with your data and the details of the failed transaction.

    First, ensure that the number you registered with on Pago is active. If you still do not receive the one-time password (OTP), contact us at [email protected] with your details and the failed transaction information.

    We receive notifications from Mastercard for some of the returned/cancelled transactions, usually within 2-3 days. As a result, the return is delayed.

    In certain cases, when there is a change in value (e.g., for transactions made in euros, where the exchange rate differs from the original transaction), further reconciliation may be necessary. In any case, please contact us at [email protected] with your details and the information regarding both the original and the refunded transaction.

     

    You can receive money from other individuals using the transfer option via Mastercard. However, like any funds coming from third parties outside our system, every payment must go through a preliminary filter to determine the source of the funds and the reason for the transfer.

    If you have forgotten/lost your PIN code, please contact [email protected] with your data and the last 4 digits of the Pago card.

    The card can be used for purchases at POS terminals wherever Mastercard cards are accepted. To ensure a smooth transaction, please make sure of the following in advance:

    • You have enough balance on your card.
    • Your card and account are active.
    • The POS works and has an internet connection.

    In any case, please contact us at [email protected] with your data and the details of the failed transaction

    This application is designed as a product for children who have not yet reached the age of having a bank account but can be used by any member of the family.
    Pago+ allows any user to be equipped with a second debit card, which can be handed over to the child for use. Through this card, you can replace cash for daily or monthly expenses, set spending limits, monitor transactions in real time, and send money for unexpected needs.

    Every active user who has a Pago debit card can apply for the primary card, and upon application, they are granted the option to order the Pago+ card, which is linked to a dedicated account.
    • Each user has the right to order up to two Pago+ cards.
    • Pago+ debit cards are payed only once and cost only 500 ALL.
      The Pago+ card is issued in the name of the primary account holder, who bears full responsibility for the transactions made with it, even when it is used by a child or other family members.
    • The account holder is responsible for setting spending limits and monitoring the usage of the Pago+ card.

    Pago+ is not just a simple payment app, but also an educational tool that aims to help you understand and manage your money.
    With Pago +, even if you are under 18, you will have access to a dedicated application that shows you your expenses in real time.
    You will receive your own Pago + card to make purchases anywhere, once your parents have opened your account. Make transactions online and in stores.

    When you turn 18, you can continue to use your Pago+ account until your 19th birthday or until your card expires. We will not issue a new Pago+ card after you have reached the age of majority.
    Once you turn 18, you can register for a personal Pago account, so you will be able to use all the functionalities and products we offer.

    If you lose your card, you can immediately block it through the Pago+ app, or your parent can block the card using their app.
    1. If you find the card again, you can reactivate it without any issue.
    2. If it’s truly lost or stolen, you can report it within the app to cancel the card, and we will notify your parent so they can order a new one.
    For more information about the product and how to activate it, visit our official website or contact our customer service team.

    • Log in the app
    • Go to “Configure”
    • Click ‘Safety’
    • Change your password
    Enter the current password and the desired password twice according to the password requirements and click confirm.

    To resolve this issue, follow the steps below:
    • Click the ‘I forgot my password’ button.
    • You will receive a verification SMS with a corresponding code.
    • Enter this code in the required field.
    Enter the desired password twice according to the password prompts and confirm.

    To change the PIN code, follow the instructions below:
    • Log in the app
    • Go to “Configure”
    • Click ‘Safety’
    • Change the PIN code.
    • Click on the ‘I forgot my PIN code’.
    • Enter the personal number as it appears on the ID document used for your Pago registration and confirm it.
    Enter the desired code twice and confirm.

    Send an email to [email protected] with your details, and we will follow all the necessary legal steps to deactivate the account as soon as possible.
    Note: Closing the account has a commission of 500 ALL.

    Document update serves to place a new document in case of expiration of the existing document or its amendment.

    Follow the instructions below:

    • Log in the app
    • Go to “Configure”
    • Click to ‘Safety’.
    • Update your Identification Document.

    Make sure that your identification document is physically present and that there is ample light during this process. Clean the camera on your cell phone and avoid light reflection to ensure that the paper can be viewed properly.

    RECOMMENDATION: If you encounter problems during the video identification or registration process, DO NOT send your ID card or passport by email.

    To modify the phone number, write an email to [email protected].

    Include the new number you want to change, your email address, your Pago account number, and the final 4 characters of your personal number.

    Please contact us via email [email protected]. Include the new address you want to update, your phone number, your Pago account number, and the last4r characters of your personal number.

    If your device/phone where you have downloaded the app Pago is lost or has been stolen, follow the steps below to secure your account.

    As soon as you can, get a second phone from a friend or a relative and download Pago so you can access your account. Then follow one of the two solutions below:

    • Change the PIN code on your Pago account:
    • Click your profile icon in the top left corner.
    • Click “Security”.
    • Go to “Change PIN”.
    • Follow the instructions given to you in the app.
    • Click “Confirm”.
    • Report any suspicious activity:

    If you notice any additional login attempts to your account, please contact us at [email protected] or check your transactions and report any that seem suspicious.

    Note: If your phone has been lost or stolen, an additional step you can take to protect your Pago account is to immediately block your phone number with your mobile operator. This ensures that the person who has stolen your phone cannot change your Pago password using the SMS code sent to your number.

    This is done so that the person who stole your phone does not have the opportunity to change your Pago password with the SMS code they receive on your phone number.

    If you see regular payments from services you haven’t activated yourself (subscriptions), it’s very likely that they were set up from your smart device while using your Pago card on a third-party site.

    For security and privacy reasons, we cannot intervene to cancel these services, as the activation was done from your device. The solution in this case is to cancel the subscription or unsubscribe.

    If you are unable to cancel the action, we recommend blocking your existing Pago card and requesting a new one to prevent any unwanted payments in the future.

    You can send us an email at [email protected] to request the card to be blocked.

    Attention: After the card is closed, you will need to reapply to get a new Pago card.

    No, Pago accounts operate only in Lek and Euro. Currently, transactions using cryptocurrencies are not possible.

    Yes. The exchange service is available in the Pago app.

    The merchant or business must contact the number located below the POS device and notify Rubicon via email if it detects/observes any abuse or fraud related to the intentional misuse of the POS terminals.

    For PF (Physical Person) businesses:
    • Historical extract of the Commercial Register issued by e-Albania.
    • Identification document for the legal representative and the beneficial owner (a copy of the identity card on both pages or a copy of the passport).
    • Company registration certificate (NUIS/NIPT) issued by e-Albania.
    For LLCs (SHPK) and joint-stock companies (SHA), the following documents are required:
    • Statute and Act of Establishment.
    • Historical extract of the Commercial Register issued by e-Albania.
    • Identification document for the legal representative and beneficial owners owning more than 25% directly and indirectly of the company (one copy of ID card for each on both sides or a copy of a passport)
    • Company registration certificate (NUIS/NIPT) issued by e-Albania.
    • Historical extract of the beneficial owner register from e-Albania.
    These documents are not exhaustive. It may be that additional documents are needed after reviewing the ones you already sent.

    Monthly account commissions are 0.

    After registering as a Pago partner, send an email to [email protected] with all your requests for the amount of POS you want and the desired location for each of the POS.

    After registering as a partner with Pago, send an email to [email protected] with your requests for the quantity of VPOS, the URL for the website you will use, the platform where it will be, and the static IP of the website.

    Almost every platform that can be integrated or redirected (such as WHMCS, WooCommerce, and other integrations). For businesses using Shopify, there is a plugin with an annual cost of 140 euros that enables this integration.

    Create and submit a form that will send structured information (merchant & order details) to a MasterCard processor URL.

    After registering as a Pago partner, send an email to [email protected] with your requests for the amount of VPOS, the URL of the website you will use, the platform where it will be, and the static IP of the website.

    Yes.

    Through access to https://app.Pago.al with the credentials given after the conclusion of the contract.

    Tariffs and Commisions of POS

    CARD TYPE KOMISSION VALUE DATE MINIMUM COMMISSION
    Domestic Card 2.2% +14 for the mastercard debit cards 25 ALL
    International Card 2.4% +14 for the martercard debit cards 25 ALL
    • Annual maintenance fee: 5000 ALL/year
    • Return fee: 1000 ALL/incident
    • Tariff of Inactivity: 3000 ALL/month
    • POS fee: 5000 ALL/one-time
    • Damage loss 18,000 ALL

    Tariffs & Comissions of Pago VPOS e-Commerce

    The service for full features, including Card on File (CoF) and recurring payments (subscription), is paid only once per website.

    Refer to the table below:

    CARD TYPE KOMISSION VALUE DATE MINIMUM COMMISSION
    Pago/Fibank 1.99% +14 Mastercard

    +45 Visa

    		 25 ALL
    Domestic Card 2.69% +14 Mastercard

    +45 Visa

    		 25 ALL
    International Card 2.99% +14 Mastercard

    +45 Visa

    		 25 ALL
    • Implementation fee: 100 euro
    • Standard service fee: 240 euro/year
    • Free signature service
    • Personalization of VPOS website: 50 euros/modification
    • Closing/Modification POS: 25 euro
    • Partial refund fee: 5 euro
    • Collateral according to assessment

    Outgoing transfers within the Republic of Albania (AIPS and AECH)
    Transfer twards Fibank 100 ALL
    under 100,000 ALL (AECH) normal date currency D+ 2 100 ALL
    under 100,000 ALL (AECH) normal date currency D 300 ALL
    100,000 to 1,5 mln ALL (AECH) normal date currency D+2 500 ALL
    100,000 to 1,5 mln ALL (AECH) normal date currency D 600 ALL
    over 1.5 mln ALL normal date currency D+2 500 ALL
    over 1.5 mln ALL normal date currency D 800 ALL

    Outgoing transfers in Euro within the Republic of Albania
    Outgoing transfers in Euro within the Republic of Albania

    min. 6 Euro – max. 50 Euro

    		0.15%

    • Log in on the app.
    • Go to ‘Configure’.
    • Click ‘Security’.
    • Change the password.
    Enter the current password and the desired password twice according to the password requirements and click confirm.

    To resolve this issue, follow the instructions below:
    • Click the “I forgot my password” button.
    • You will receive a verification SMS with a corresponding code.
    • Enter this code in the required field.
    Enter the current code and then the desired code twice and confirm.

    To retrieve the PIN code, follow the instructions below:
    • Log in on the app.
    • Go to ‘Configure’.
    • Click ‘Security’.
    • Change PIN Code
    • Click the ‘Forgot PIN’ button.
    • Enter the personal number as it appears on the ID document used for your Pago registration and confirm it.
    Enter the desired code twice and confirm.

    Send an email to [email protected] with your details, and we will follow all the necessary legal steps to deactivate the account as soon as possible.

    Document update serves to place a new document in case of expiration of the existing document or its amendment.
    Follow the instructions below:
    • Sign in to the app.
    • Go to ‘Configure’.
    • Click on ‘Security’.
    • Update your ID document.
    Make sure that during this process, you have the physical identification document and sufficient lighting. Clean the camera lens of your cell phone and avoid any light reflections to ensure the document is clearly readable.

    The phone number is a unique identifier for the individual; therefore, to make this change, send a request via email to [email protected].
    Include the new number you wish to change, your email address, your Pago account number, and the last four digits of your personal number.

    Please submit a request via email at [email protected].
    Add the new address you want to change, your phone number, your Pago account number, and the last 4 characters of your personal number.

    If your device/phone on which you have Pago downloaded has been lost or stolen, follow the steps below to secure your account.
    As soon as possible, borrow a phone from a friend or relative and download Pago so you can access your checking account. Then follow one of the two solutions below:

    1. Change your PIN in the Pago mobile app:

    • Click your profile icon in the upper left corner.
    • Click ‘Security’
    • Go to “Change PIN code”
    • Follow the instructions given to you in the app.
    • Click “Confirm”

    2. Report any suspicious activity

    If you have noticed additional login attempts to your account, please contact us at [email protected] or review your transactions and report any transactions that seem suspicious.
    Note: In case your phone is stolen or lost, another action that can help you protect your Pago account is by immediately blocking your phone number with your telephone operator.
    This is done so that the person who stole your phone does not have the opportunity to change your Pago password with the SMS code they receive on their phone number.

    No, Pago accounts operate only in ALL and Euro currencies. Currently, it is not possible to use cryptocurrencies.

    So far, the currency exchange process is not functional due to operational procedures. Once this service is activated, you will be notified through the application.

    The merchant or business must contact the number located below the POS device and notify Rubicon via email if it detects/observes any abuse or fraud related to the intentional misuse of the POS terminals.

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    Pago is registered in Albania as a trademark of Rubicon Sh.a.

    We are licensed (No. 52, dated 22.01.2022) by the Supervisory Council of the Bank of Albania as an electronic money financial institution.

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