Xoala Cards

Provider Overview

Xoala is a card issuing provider integrated with Crassula. It enables white-label partners to offer physical plastic debit cards to their customers. Xoala supports both mono- and multi-currency cards.

Xoala cards can be used for everyday purchases in shops and online, as well as for cash withdrawals at supported ATMs. The card scheme (Visa or Mastercard) depends on the card product configured for your programme.

Xoala cards are available for both personal and business customers, subject to your programme configuration.

Supported Currencies

Xoala supports the following fiat currencies:

• EUR

• GBP

• USD

• SEK

Single-currency cards

A single-currency card is connected to one currency balance.

Multi-currency cards

A multi-currency card can be connected to several currency balances through one account. For example, one card may support EUR, GBP, and USD at the same time. When the customer pays, the matching currency balance is used automatically when available.

Supported regions

Physical card issuing and delivery depend on the countries approved for your Xoala programme. Availability is determined by Visa or Mastercard scheme rules, local regulations, and the terms of your agreement with Xoala.

Contact your Crassula account manager to confirm the countries where your programme can issue and deliver Xoala cards.

Onboarding Requirements

Compliance and KYC/KYB

A customer must complete the required KYC/KYB verification before a card can be issued.

The exact documents and checks depend on your regulatory setup and compliance policy. An order may be rejected if verification is incomplete or the customer does not have a valid delivery address and phone number.

Programme setup

Before production issuing can begin, your organization must have a contract with Xoala and receive the required production credentials. Your Crassula account manager will help configure the Xoala connection and card products.

Xoala supplies the provider details and credentials required for the connection, including the relevant service environment and product identifiers. Keep production credentials confidential and do not share them with end users.

Funding and pooling accounts

Xoala uses a pre-funded model. Your programme must maintain a dedicated funding or pooling account with enough funds to support card loads and other card operations.

When a customer tops up a card, the corresponding funds are taken from the customer’s Crassula balance and made available for the card through the programme’s funding arrangement.

Card Flows and Operations

Default card settings

• 3D Secure: enabled and linked to the customer’s verified mobile number for SMS verification.

• ATM withdrawals: available, subject to card-product and programme rules.

• Online payments: available, subject to card-product and programme rules.

• Initial status: Ready for activation.

Card order

A customer can order a card in the banking app. One card is linked to one bank account and cannot be moved to another account after issuance.

A verified residential or business address must be available before the order is submitted. Customers should ensure that the address is complete and that someone can receive the card.

Shipping methods

Xoala delivery options depend on the countries covered by your programme and your agreement with Xoala. The available options may include:

• Standard postal delivery: lower-cost delivery that may not provide end-to-end tracking.

• Tracked courier delivery: delivery with tracking information and shipment-status updates, where available.

Delivery statuses

Only a tracked shipping method can provide a reliable delivery status in the system. For an untracked shipment, the status may remain “Dispatched” until the card is activated or another confirmation is received.

Card activation

A customer has to activate the card within the app once it’s delivered.

Card top-up

A customer can initiate a top-up from the card view in the banking app. The selected amount is debited from their linked Crassula account and loaded onto the corresponding Xoala card balance. The reverse flow is also supported: moving funds back from the card balance to the main Crassula account via the Transfer from card function.

Freeze, suspend and block

A customer can temporarily freeze an active card from the banking app. Frozen cards cannot be used until they are unfrozen. Freezing is reversible.

Administrators can suspend a card when a temporary restriction is required. Suspension has the same practical effect as freezing: transactions are declined while the restriction is active. Reactivating a manually suspended card may require additional actions, depending on the reason for the suspension.

Cards with consecutive incorrect PIN entries are temporarily suspended as a security measure.

Blocking a card as lost or stolen is permanent. The card is archived and cannot be unfrozen or reused. The customer must order a replacement card.

Reissuing

If a card is lost, stolen, expired, or permanently blocked, the customer can order a replacement card.

Fees and Limits

Card fees

Fees are configured in the white-label programme settings. Depending on the configuration, customers may be charged an initial issuing fee, an additional or replacement-card fee, an annual service fee, a lost-or-stolen card fee, and a delivery fee.

The fee is debited from the payment account configured for the programme.

Card limits

Spending and ATM withdrawal limits are applied per card on a daily and monthly basis and are tied to the customer's KYC/KYB verification tier. Higher verification levels typically unlock higher balance caps and spending allowances.