Frequently Asked Questions
Card transactions
How are the funds blocked when conducting a transaction?

As a rule, when paying for the goods and services and conducting other debit transactions, the Bank blocks (deducts from the available funds) the money equal to the transaction amount. Subsequently, when the financial/supporting record is received with regards to the conducted transaction, the Bank shall debit the money from the account. At the same time, the blocked amount will be unblocked. The time between the blocking and debiting generally varies between several hours and several days. If an amount is blocked for more than 5 days, you can contact the Call Center at 7711 or a Bank branch. The transaction amount is sometimes debited from the account, but is not unblocked. In this case, please contact your Bank to have the amount unblocked.

Thanks for the feedback
Answer was useful
What is the difference between the multicurrency card and the standard one?

The multicurrency card is associated with several accounts in different currencies. Initially, the multicurrency card is issued in the three currencies: KZT, USD, and EUR. It is allowed to add up to 21 hard currency accounts. A multicurrency card can be used to conduct transactions in the required currency at any place of the world without any conversion. The main advantages of the multicurrency card are: 

• Ease of use. You are not required to have your hard currency converted by a bank or exchanges, as this can be done through the Jýsan mobile application.

• Conversion savings. The fact that your card is associated with several accounts at the same time allows you to debit cash from an account in a currency matching the transaction currency, without any conversion. If your card is a standard one, then the conversion would be required, when the currencies are different, at the cashless purchase/sale exchange rate established by the Bank as of the time of receipt of the financial record.

Thanks for the feedback
Answer was useful
Why after a transaction is conducted using a multicurrency card, a part of the sum has been debited from the card in a different currency?

When conducting a transaction using a multicurrency card, the transaction amount is blocked on the account in the hard currency matching the transaction currency. If the balance available on such account is insufficient, then the difference shall be debited/ transferred from the other accounts associated with the card and at the same time the conversion shall be conducted at the exchange rate established by the Bank as of the time of receipt of the financial record.

Thanks for the feedback
Answer was useful
What is the conversion procedure applicable to the transactions with a multicurrency card?

When conducting a transaction with a payment card the Bank generally blocks an amount on a certain hard currency account, subject to the following criteria:

- if the transaction currency matches the currency of one of the accounts associated with your multicurrency card, then the amount shall be blocked in the same currency, provided that there are funds on such account. That means that when conducting a transaction in USD, the relevant amount shall be blocked on the dollar account; if a transaction is conducted in KZT, the amount will be blocked on the Tenge account, etc.;

- if the transaction currency does not match the currency of any account associated with your card, then the amount will be blocked on the Main Currency account. KZT is deemed to be the Main Currency.

Thanks for the feedback
Answer was useful
I have paid for a purchase in a foreign currency with my debit payment card. However, considering the balance, the debited amount exceeds the supposed price of the purchase.

As a rule, at the time of the transaction, the amount is initially blocked on your card account. It is debited from the account once the Bank receives the relevant financial document/ record. The period between the blocking and final debiting of the amount varies between several minutes and several days. If the transaction is conducted in a foreign currency and the payment is made from your KZT account, the debited amount can differ from the blocked one. This may be due to a fluctuation in the hard currency exchange rate occurred during the period from the blocking time to the time of receipt of the financial record. 

Thanks for the feedback
Answer was useful
Where and how to find out the balance available on a multicurrency card?

You can find out the balance available on your multicurrency card from the Jýsan mobile application. In addition, the price and the currency of your purchase, as well as the total balance in Tenge available on all your accounts, at the current exchange rate established by the Bank, are also specified in the SMS/ Push notifications.

Thanks for the feedback
Answer was useful
What happens when the goods are returned?

If you return a good/ service, the seller shall, at the time when such return is executed, issue a relevant slip to you.

If the goods/services are returned for the entire transaction amount, the amount shall be refunded to your account in full within several days. 

If you initiate a partial return, then the statement will indicate:

- refunding of the entire transaction amount,

- another debiting less the amount refunded. 

Thanks for the feedback
Answer was useful
What should be done, if an amount is debited twice or if I do not confirm a transaction specified in the statement?

In these cases, you should contact a Jýsan Bank branch and fill in a transaction dispute application form.

Thanks for the feedback
Answer was useful
How to transfer money from card to card?

To conduct transfer operations to Kazakhstani payment cards, the Bank offers two methods: an ATM or the Jýsan mobile application. To transfer money using an АТМ, it is necessary to insert a payment card, from which the money is to be transferred, in the ATM, choose the "Money Transfers" option from the menu, enter the full number of the card the money is to be transferred to, and the required amount.
In the Jýsan mobile application, the card to card money transfers are available in the "Money Transfers" Section: using the card number (including cards of other banks of the Republic of Kazakhstan), using the phone number (to a card held by another client of the our Bank), between own accounts with the Bank.
At present, the Bank is seeking to launch money transfers from the Bank's cards to cards of other foreign banks.

Thanks for the feedback
Answer was useful
What is the minimum amount that can be transferred through the mobile application?
The minimum amount that can be transferred is 1 currency unit.
Thanks for the feedback
Answer was useful
I have an unembossed card. May I transfer money/ make payments using it?

Yes, certainly. An unembossed card gives the same rights and financial functional as an embossed one, 
and is the same payment instrument as an embossed one.
If money is transferred to an unembossed payment card and it is required to enter the recipient's name and surname, then you should enter the unembossed card holder's name and surname using Latin characters.

Thanks for the feedback
Answer was useful
When money is transfered between own accounts, what exchange rate will be used for the conversion purposes?
When money is transfered between own accounts, the Bank uses the selling/buying exchange rate established by the Bank for the cashless transactions as of the date of such money transfer.
Thanks for the feedback
Answer was useful
If my accounts are under attachment, can I transfer money?

Pursuant to the laws of the RoK, if an account is under attachment, debit transactions are prohibited. Partial withdrawals from the account are possible, depending on the type of an attachment.

Thanks for the feedback
Answer was useful
I have made an error in the recipient's data when making a money transfer. What should I do?

In these cases, please contact a Jýsan Bank branch and fill in the transaction dispute application form.

Thanks for the feedback
Answer was useful
I have received a money transfer to my payment card. When will I be able to use the money?
You may immediately use the money credited to your payment card in order to make a purchase, withdraw cash, except for any transfer transactions. The following rules shall be applicable to the latter:
1. If an amount is credited to your account in KZT (Tenge) - the money transfers will be available from 01.00 a.m. to 09.00 p.m. every 10 minutes, from 09.00 p.m. to 01.00 a.m., after 01.00 a.m.
2. If an amount is credited to your account in a hard currency - the money transfers will be available upon receipt of the relevant financial document.
Thanks for the feedback
Answer was useful
Money has been credited to my card, but I cannot transfer it - there is a message "Try to make a Money Transfer Later. Tel.: 7711."

This means that no financial document has been received for the amount you are attempting to transfer: 
1. If an amount is credited to your account in KZT (Tenge) - the money transfers will be available from 01.00 a.m. to 09.00 p.m. every 10 minutes, from 09.00 p.m. to 01.00 a.m., after 01.00 a.m.
2. If an amount is credited to your account in a hard currency - money transfers will be available once the relevant financial document is received.
Please find below some examples:
- if an amount is credited to your account in KZT (Tenge) (money transferred from another bank's card) at 08.30 p.m., you will be able to transfer the amount starting from 08.40 p.m.
- if an amount is credited to your account in KZT (Tenge) (money transferred from another bank's card) at 08.55 p.m., you will be able to transfer such amount starting from 01.00 a.m.
- if an amount is credited to your account in a foreign currency (money transferred from another bank's card) at 08.30 p.m., money transfers will be available only after the relevant financial document is received.
For more details please contact the Call Center of Jýsan Bank at 7711 (toll free from mobile phones).

Thanks for the feedback
Answer was useful
Can I transfer money to a foreign bank's card?

This service will be soon available through the Jýsan mobile application. The Bank is currently working on this.

Thanks for the feedback
Answer was useful
An error has occurred
For technical reasons, your application can not be accepted at this time, repeat the attempt later.
The application is accepted
Thank you, your application is accepted. Our manager will contact you very soon