Frequently Asked Questions / Help

If you want to add credits, also known as Birdis, to your account on BirdPass , here's how:

1. Log In to your account using your credentials.
2. Go to the page Recharge Credits or Add Credits. This page is dedicated to adding Birdis credits to your account.
3. Select the payment method you want to use to add the credits.
4. Choose the amount of credits you want to recharge to your balance from the available amounts.
5. FOLLOW THE PAYMENT INSTRUCTIONS ON SCREEN TO COMPLETE THE TRANSACTION.
6. After completing the transaction, check your balance to ensure that the credits have been added successfully.

No, it's not possible to get free credits Birdis. The Birdis are the internal currency of the site BirdPass and they allow you to purchase products in the store. To obtain credits Birdis, it is necessary to recharge your balance using the available payment methods.

No, the credits Birdis do not expire on BirdPass and are usable as long as your account is accessible and active. This means that you can use the Birdis indefinitely to purchase products in the store until your balance is depleted, as long as your account remains accessible. On the contrary, if you decide to delete your account one day, then your credit balance would also be deleted.

No, unused credits on BirdPass cannot be refunded. Therefore, if your credit balance contains a certain amount of Birdis, we invite you to spend your credits by choosing the products you want to purchase in the store. Additionally, when recharging your balance with credits, we invite you to recharge only the necessary amount for the purchase you want to make in the store.

If you want to add € to your € Balance on your BirdPass account, here's how to proceed:

1. Log in to your account using your credentials.
2. Access the page Recharge or Recharge my € Balance. This page is dedicated to adding euros to your € Balance.
3. Select the payment method you choose to add €.
4. Choose the amount of € you want to recharge on your € Balance from the available amounts.
5. Follow the payment instructions displayed on the screen to complete the transaction.
6. After completing the transaction, check your € Balance to ensure that the € have been added successfully.

You use your € Balance to purchase products in € on the BirdPass store.
To do so, follow these steps:

1. Log in to your account using your credentials.
2. Check the amount of your € Balance.
   If it's empty, it will be indicated as 0,00 €, and you can recharge it by going to the page Recharge or Recharge my € Balance.
3. Browse the shelves of the store and choose the product that interests you, along with its price, while looking at the price indicated in €.
4. Add the product to your cart and set the quantity to purchase.
5. Verify your cart and finalize your order by making a payment in € using your € Balance that you select.
6. Once the payment is made, your € Balance will decrease, and you will receive the ordered product on your account if it's in stock and immediately deliverable.

No, your € Balance does not have an expiration date on BirdPas and its amount is usable as long as your account is accessible and active. This means that you can use your € Balance indefinitely to purchase products in the store until your balance is depleted and as long as your account remains accessible. On the contrary, if you decide to delete your account one day, then your € Balance would also be deleted.

Yes, you can purchase products present in the BirdPass store without going through your € Balance or Birdis credits. To do so, simply choose another payment method on the Order page that will appear after validating your cart.

The payment methods offered on BirdPass are managed by reputable and well-known payment platform partners, so BirdPass never has access to your payment information. These platforms use secure connections (SSL protocols, 3D-Secure) and all relevant techniques to ensure transaction security and prevent frauds. To be vigilant and maintain good security, we recommend that you regularly update your browser and any software related to transactions, do not share sensitive information via email such as credit card numbers or identification documents, use strong and unique passwords, and consider using virtual or temporary credit cards.

There may be several reasons why you're experiencing difficulties making a payment on BirdPass:

• Maximum limit reached: You've hit one or more maximum spending limits for this payment method over the course of a day or month. In this case, and if you had previously been able to make the same type of payment, we recommend trying again the next day or on the 1st of the following month.
• Operator blocked and restrictions: The payment solution you're trying to use is not accessible due to your operator or restrictions. In this case, consider using a different operator or alternative payment method.
• Connection problem: You're experiencing an Internet connection issue. Check that your internet access is working correctly.
• TEMPORARY SYSTEM MAINTENANCE OR PAYMENT ISSUE: The payment system used may be experiencing temporary issues. In this case, wait and try again later, for example the next day.
• Incorrect information entered: You've incorrectly entered your credit card details (card number, expiration date, security code, etc.)
• Transaction blocked: The payment platform has blocked the transaction for security reasons.
• Browser incompatible: In this case, ensure that your internet browser is up to date and that security settings are not blocking the transaction. Accept cookies. If the problem persists, try using a different internet browser.
• VPN usage: If you're using a VPN (virtual private network), try temporarily disabling it and trying again to make the payment.

Yes, credit card payments on BirdPass work with 3-D Secure if your bank's security policy allows it. The payment methods offered on BirdPass are managed by reputable and well-known payment platform partners. These platforms and banks use secure systems, including the 3-D Secure protocol or others, to strengthen online transaction security during credit card payments. As part of 3-D Secure and during the payment process, you will be redirected to a page from your bank where you will need to enter a password, your birthdate, a verification code sent via SMS, or a code generated by an authentication app.

To prevent fraudulent and payment method theft attempts, BirdPass may require clients to provide one or more proof of payment documents. The payment transaction verification is then carried out for security, regulatory compliance, and anti-fraud and theft reasons. These measures are essential to protect customers from scams. The provided proof of payment document(s) must be valid and clear enough to confirm the payment transaction. In case no or non-conforming proof of payment is provided, the related order may be put on hold for a security period.

A recharge code or prepaid card code is a numerical or alphanumeric code composed of numbers, letters, or a combination of both (mix of numbers and letters) depending on the issuer's sign. This code is sometimes called PIN Code or Secret Code. You must never disclose this code to anyone, as it corresponds to a pre-paid value usable on the issuer's website or on a list of partner websites from the issuer. This code can only be used online and must be entered solely on the platform or interface of the issuer for which you purchased this code, in accordance with the issuer's instructions. For example, you can add funds to your gaming account, streaming video subscription, music subscription, mobile phone plan, web payment, etc.

Once you've placed an order to buy a prepaid card on BirdPass, you receive a confirmation email with a link to view your online order. If you don't see this email, think about checking your junk or spam folder as it might have been filtered.
There are 2 possibilities for the delivery of your order:

• instantaneous: You receive the code for the card ordered instantly after purchase and it is visible on the pages My tickets and My orders of your account. For instant delivery, it's necessary that your account be verified and authenticated, and the card ordered be in stock at BirdPass.
• delivery time: You will receive the code for the card ordered with a certain delay corresponding to the verification, validation, and/or provisioning of your order by our services during working hours. The status of the products ordered is indicated on the page My orders of your account.

If you have any doubts or haven't received the code after a certain time, don't hesitate to contact us. BirdPass is at your disposal to serve you best.

Once paid, your order will be visible on the page My orders with the status of the products being processed. When the products are delivered, the codes will be visible on the pages My tickets and My orders.
If your order does not appear on the screen of BirdPass after payment, several reasons may explain this situation. Here are some aspects to consider to resolve this issue:

• Processing delay: there may be a processing delay between the moment you made the payment and when the order appears on the screen. Payment transactions are processed through partner payment platforms of BirdPass. These platforms inform BirdPass of the successful transaction with a certain delay. Wait for a few moments and refresh the page if necessary.
• Payment confirmation: make sure that the payment was confirmed successfully. Check your email to see if you received a confirmation of order or payment. If you don't see an email, check your spam folder in case the message was sent there.
• Account login: ensure you are correctly logged into your BirdPass account.
• Order history: check the order history. You should find the order you just placed with its processing status.
• Tech issue: a temporary technical issue may have occurred. Try accessing the page with another browser to see if the problem persists.
• Customer service: if the order still does not appear on your My orders page, contact the customer service of BirdPass.

The codes for the gift cards ordered on BirdPass are not sent in email messages for security reasons related to spam filters.
To access the codes for delivered gift cards, you must log in to your account on BirdPass and go to the page My tickets or the page My orders, showing the ticket or order details. The gift card codes are delivered instantly or with a delay depending on your account authentication, payment transaction validation, and the availability of ordered gift cards in stock.
Note that after paying for your order, a confirmation email is sent to your email address. This email contains a link to click to view your order on BirdPass. If you don't see this email, think about checking your spam folder or unwanted emails, as the message may have been filtered there. Also, make sure that you are properly registered with the correct email address on your account.

Yes, you can view the history of your orders on BirdPass by going to the page My orders from your account. You will find a list of your past orders with the date, reference, price, payment method, status, ordered products, and details for each order.

Once paid, your order is visible on the page My orders which shows the history of your recent purchases with the status of the products ordered.
If your order does not appear in the order history after payment, there are several reasons that may explain this situation. Here are some aspects to consider to resolve this problem:

• Wait a bit: it's possible that there is a processing delay between when you place your order and its appearance on BirdPass's order history page. Wait for a while, then refresh the page My orders in your browser.
• Check your login information: make sure you are logged in with the correct login information associated with your account and that it corresponds to the account that placed the order. If you use multiple accounts, ensure you check your order on the correct account.
• Check your email inbox: when you place an order on BirdPass, you receive a confirmation email with a link to click to view your order's details. If you don't see this email, check your spam or junk mail folder in case the message was filtered there.
• Contact customer service: if your order still does not appear on BirdPass's order history page and you are certain that you have validated and paid for it, contact BirdPass's customer service with the details of your order (date of purchase, order reference number, payment method used, problem encountered) to get help.
• Check financial transactions: payments are processed through partner payment platforms. Check your transaction history or receipt for the payment method you used to see if it was successful and debited. Look in your email inbox for a confirmation message sent by the payment method used during the transaction. If there is no record of a transaction, the payment method may have rejected the transaction due to limitations or restrictions. In this case, use another payment method.
• Check error messages: if you encountered any error messages during the purchase process, note them and inform BirdPass's customer service or the payment platform used. It's possible that a temporary or permanent technical issue occurred.
• Try again or re-order: if your order still does not appear on BirdPass and your payment method has not been debited, you can try re-ordering. It is possible that the initial transaction did not complete correctly.

The use of recharge codes or prepaid cards depends on the type of product or service for which the code was issued. The code may be usable on the company's website and/or a list of partner websites. In all cases, follow the instructions provided by the company or platform concerned with the code.
Here is a general procedure you might follow to use a recharge code or prepaid card:

• Log in to your account: access your account on the service's (gaming, streaming, phone, etc.) website for which you purchased the prepaid card. Make sure it's the correct site and don't enter the code on another site.
• Search for 'Add funds' or 'Add a code': navigate to the platform to find the option that lets you add funds or enter a gift card code.
• Enter and validate the code: enter the alphanumeric code you purchased into the designated field. Make sure to enter each character correctly. Then, validate the code by following the website's instructions.
• Confirmation: once the code is validated, the platform should confirm that funds have been added to your account and you should receive a confirmation email.

The place where you need to use the recharge code or prepaid card code depends on the type of product or service for which the code was issued. The code may be usable on the company's website and/or a list of partner websites. In all cases, follow the instructions provided by the company or platform concerned with the code.
Here are some examples of places where you might use a recharge code or prepaid card code:

• Game platforms: the recharge code can be used on an online game platform such as Steam, PlayStation Network, Xbox Live, Nintendo eShop, Blizzard, etc.
• Streaming services: the recharge code can be used on a video or music streaming service such as Netflix, Spotify, Apple, Deezer, etc.
• : the recharge code can be used to credit your mobile phone account with your operator.
• Online games: the recharge code can be used to buy credits or virtual objects in online games.
• Specific platforms: the recharge code can be used to buy applications, software, e-books, etc. on specific platforms.
• Websites payment services: the recharge code can be used to buy a service, game parts, digital products on partner websites of a website payment service.

Yes, recharge codes or prepaid card codes have an expiration date after which they can no longer be used. That's why, once you've purchased a code on BirdPass, we recommend using it as soon as possible on the company's website for which it is intended or on one of its partner sites, if applicable.

You can find all your prepaid card codes on the "My Tickets" page of your account, located at here. Go to the page listing the history of your delivered tickets and display the detailed page for the correct ticket. You will then see the recharge code or prepaid card code concerned.

Once you have purchased a product on BirdPass and it has been delivered to you, it will no longer be possible to cancel the order or obtain a refund or exchange for this product. Indeed, once the product has been delivered, you are aware of the secret code or PIN code of the product. This is why the product cannot be returned or exchanged. Therefore, we recommend that you still use the product you have ordered. In the future, we invite you to pay particular attention when ordering another product.

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