Friday, 3 July 2020

A message to all Holvi customers,

We wanted to get back to you this week with more news about the future of the Holvi Business Mastercard. So here we are with a small update.

We’ve already said it once, but we’ll repeat it for emphasis: you and your business are the most important thing to us. Your trust in us and our service is paramount. We build this trust by offering a reliable service and communicating in a transparent way, so you always know what’s happening at our end. Part of this means knowing how to admit when something doesn’t quite go as planned – and there are still a few things we need to clarify.

We know you’re eager to hear what’s in the future for the Holvi Business Mastercard. And we want to share our progress as soon as possible. We’re working at full speed on a plan. Unfortunately, we can’t say anything concrete about it yet. What we can say is this:

• We’re doing everything possible to make sure that Holvi always works as it should
• We’re working together with our partners to find a secure and reliable solution

Our goal is to make Holvi even more powerful and secure for you, so that events like those of the past few days don’t happen again. Consider this message our promise to you.

We’ll reach out as soon as we have more details. In the meantime, thank you for your patience and understanding – and wishing you a happy work day.

Kind regards,

Your Holvi Team

Tuesday, 30 June 2020

Good news for all Holvi customers!

Your Holvi Business Mastercards are back up and running. You can once again make payments with your card and withdraw cash! 

The last few days have been intense. We’ve been in constant contact with the Financial Conduct Authority (FCA), trying our hardest to get your cards working again. Last night the FCA made the decision to allow Wirecard Card Solutions Limited (the company providing us with the Holvi Business Mastercard) to partially resume operations. You can read the full statement from the FCA here. 

We know you have lots of questions and we’re working to answer them. We just wanted to send you this message now so that you can go back to focusing on your business. 

We’re happy to reach this first milestone. But to make sure something like this doesn’t happen again, we’re working on a detailed plan with extra measures. We’ve put your patience to the test and are doing everything we can to regain your trust.

We'll be in touch this week with more information. 

Your Holvi Team

Friday, 26 June 2020

Dear Holvi Customers & Community,

Your Holvi Mastercard is temporarily frozen due to recent events in connection with the insolvency of Wirecard AG. We’re now actively working on a solution to restore card usage as soon as possible.

How did this happen?

The UK Financial Conduct Authority (FCA) has suspended service for Wirecard Card Solutions Ltd (WDCS) earlier today. WDCS is a subsidiary of Wirecard AG and issues the Holvi Business Mastercard. This decision was taken by the FCA without any prior notice. Holvi is not related to these events but needs to rely on WDCS’ services. 

What does this mean for you?

All other functions of your Holvi account are still fully available. You can still invoice, receive and transfer funds. Please be assured that all Holvi customer accounts and funds remain safe, secure and accessible at all times. This is because all Holvi customer funds are segregated and held in separate accounts in European banks in Finland, Sweden, Denmark, the UK and France. No customer funds are held by Wirecard AG. Your money and your Holvi account are safe.

Your trust is our top priority. We’re actively working on a solution and will continue to update as soon as possible. 

If you have any questions, please reach out to our customer support team.

Coming back to you as soon as possible,

Holvi

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FAQ

I recently made some transactions, will they be executed now?
Transactions that failed due to the temporary suspension of your Holvi Business Mastercard will not be executed. Please get in touch with the merchant to explain the situation and if needed, arrange for the card to be charged again. 

Will my card automatically work again with all the merchants I have given my card details to?
We restored all functionalities of your Holvi card – card details have not changed. Upcoming transactions will be executed normally. 

Please get in touch with the merchant if transactions failed due to the temporary suspension of your Holvi Business Mastercard.

What happens with recurring payments? 
Please get in touch with the merchant to follow up on recurring payments to discuss the issue. Some merchants will try to charge the card again, others only try once so we strongly advise you to discuss this with the respective merchant. 

How do I know if a payment attempt during the time of the temporary suspension was successful?
Your Holvi Business Mastercard was suspended from Friday, 26 June 2020 13:29 CET to Tuesday, 30 June 2020 13:14 CET. No ATM withdrawals, card transactions and refunds were executed during that time. 

Should I manually transfer money to the merchant in case a transaction failed?
Please get in touch with the merchant to discuss how to proceed and see if your card can be charged again or if there is a different payment method that you can switch to. 

I have an active reservation. What do I need to do?
We restored the full functionality of your Holvi Business Mastercard so active reservations can receive a presentment now. 

If the merchant does not present the reservation, it will expire automatically. Please get in touch with our support team via the chat in your Holvi account or send us a message here if you need more information on a reservation.

Will I receive a new card? Do I need to order a new card?
Your Holvi Business Mastercard was only temporarily suspended and since all functionalities are restored, you can use your existing card for card payments and ATM withdrawals again. 

Can I order a new card now?
If you were planning to order an additional or new card, you can do so in your Holvi account. You can find instructions on how to order a card here.

What will you do about the Wirecard situation?
We are currently preparing a comprehensive update on the next steps. We will share it with you as soon as possible. 

Will you move away from Wirecard?
We will inform you about the next steps and our plans for the mid- and long-term future in the upcoming days. 

I am waiting for a card. Will it be delivered or do I need to order a new one?
During the temporary suspension of the Holvi Business Mastercard, card deliveries were temporarily paused as well. We will start sending the cards that were ordered before the outage soon.