Getting started

Sign up

Why do I need to verify my email address?

So we can check you are you and not a bot! And confirming your email address validates you are the owner of the email address used to sign up to Fingopay.

Can I update my personal details?

Yes, you can update your email address, mobile number and password on the Account page.

Can I permanently remove my personal details?

Go to the Account page and click or tap on the Close button, and this will erase all your personal details. However, if you decide to use Fingopay again, you will need to go back and complete the full sign up process.

Who are Sthaler?

Good question! Sthaler Limited is our parent company and the name we registered to operate under. Fingopay is our product and brand name.

Payments

How do I add a payment card?

To add a card, go to the Wallet page and click or tap the Add payment card button. You will then be asked to enter your card details.

Can I add more than one payment card?

Yes, you can add multiple cards. Go to the Wallet page and click or tap the Add payment card button.

What card types can I add to my Wallet?

We currently support Visa, Mastercard, Maestro, Visa Electron, AMEX and Dankort.

Verification code

Why do you ask for a verification code?

The verification code lets our system securely link your finger vein pattern to your account.

You will be prompted to generate a code when you first sign up to Fingopay (click or tap the Generate code button). For security reasons, the code is only valid for 15 minutes. If it expires before you are ready to link your finger, click or tap the button again to generate a new code.

Remember to keep the code safe and don’t share it with anyone else.

 

How do I generate a verification code?

You will be prompted to generate a Verification Code as part of the Sign up process (after you enter some personal details and payment card). Just click or tap on the Generate code button.

When should I generate my verification code?

For security reasons, verification codes are only valid for 15 minutes. So it is best if you generate a code when you are close to a Fingopay kiosk or scanner.

Why isn’t my verification code working?

Probably because the code has expired (it is only valid for 15 minutes). To get a new code, log in to your account again and click or tap on the Generate code button.

How do I generate another verification code?

Log in to your account and click or tap the Generate code button.

Link your finger

Why won’t my finger scan?

If you are having problems, try the following. 1. Make sure you use your index or middle finger as they are the steadiest. 2. Make sure you place your finger all the way inside the scanner and rest it on the cradle at the back. 3. Make sure your finger is not touching the glass.  If you are still having problems, contact support@fingopay.com.

Can I link more than one finger to my account?

Currently, you can only link one finger to your account. However, you can link multiple payment cards to that finger.

Can I remove my finger VeinID?

Yes, on the Account page click or tap the Remove button to erase this data. Remember, you won’t be able to use your finger to pay until you link your finger again.

How should I place my finger in the scanner?

For the best results, we recommend the following: 1. Make sure you use your index or middle finger as they are the steadiest. 2. Make sure you place your finger all the way inside the scanner and rest it on the cradle at the back. 3. Make sure your finger is not touching the glass.

Which finger should I use?

We recommend using your index or middle finger as they are the steadiest. TIP. To make it easier to remember what finger you registered: Use a finger from your right hand if you are right-handed, and from your left hand if you are left-handed.

Where is my nearest Fingopay scanner or kiosk?

You can find a list of all current Fingopay locations below:

Copenhagen, Copenhagen Business School

  • Solbjerg Plads
  • Kilen
  • Dalgas Have
  • Porcelænshaven
  • Graduate House

Account

Personal details

Can I update my personal details?

Yes, you can update your email address, mobile number and password on the Account page.

Can I permanently remove my personal details?

Go to the Account page and click or tap on the Close button, and this will erase all your personal details. However, if you decide to use Fingopay again, you will need to go back and complete the full sign up process.

Why do you need my personal details?

We only ask for those personal details needed to give you a secure and efficient service. And we won’t share your details with a third party, ever.

Finger VeinID

How does the finger scanning process work?

Our finger scanner scans your finger vein pattern using a harmless infrared light. The scanned pattern is then converted into an individual ‘digital ID’ key and stored securely in the cloud. The verification code you generate links your finger vein pattern to your payment details, so we know you are you, and you are all set to pay with just your finger!

Does Fingopay work in the real world with dirty or wet hands and fingers?

Yes, you can even wear thin gloves or have a plaster on your finger and Fingopay still works. But be mindful of your fellow Fingopay users and try not to use the service if you have dirty hands!

Why am I asked to scan my finger four times?

This is to ensure our system fully captures the tiny variations in your finger vein caused by your heartbeat and micro movements, and we have a usable finger vein scan.

Can I remove my finger VeinID?

Yes, click on Account > Remove biometric to erase the data. Remember, you won’t be able to use your finger to pay until you link your finger again.

Can I restore my finger VeinID after removing it?

Once you click or tap the Remove button we erase your finger vein pattern from our database. You will need to link your finger again to continue using Fingopay.

How do you store my finger VeinID?

We store an encoded representation of your scanned finger vein pattern and never the scan itself. We create a ‘Finger Vein Template’ which is an encoded representation of your scanned finger vein. It is then encrypted and wrapped in a way that only our cloud-based system can perform a match. Your vein pattern is never stored anywhere.

Freeze account

Can I freeze my account?

Yes, go to the Account page and click or tap on the Freeze button to put temporary stop on things.

Why would I want to freeze my account?

If you plan not to use Fingopay for a while – if you are taking a long trip or some time out – you can always freeze your account. When you want to use the service again, log in as normal, and click or tap on the Unfreeze button on the Account page.

Close account

How do I close my account?

We would be sorry to see you leave Fingopay! You can contact us on support@fingopay to talk through what’s not working for you. But if you really want to go, then go to the Account page gand click or tap the Close button.

Once I close my account can I reopen it again?

You can’t reopen a closed account. If you want to use Fingopay again, you will need to go back and complete the full sign up process.

Help

Can I contact someone from Fingopay about my account?

Before you get in touch we recommend you first check out our Help/FAQ page for the most commonly asked questions. If you can’t find what you are looking for, email support@fingopay.com and we will be in touch with you within 48 hours.

What is the best way to give you feedback?

We value constructive feedback whether it’s good, bad or ugly, as it helps us improve our service. Email support@fingopay.com with your feedback. We will do our best to reply within 48 hours.

Identity

Finger VeinID

What is finger VeinID?

It’s the future of biometrics. Everyone has a unique vein pattern in their fingers, and unlike fingerprints, vein patterns leave no trace and can’t be copied, making it ideal for high security authentification and payment. Fingopay VeinID can’t be spoofed and outperforms other biometrics, such as face recognition and fingerprint, in terms of security, speed, reliability and accuracy.

Why is finger VeinID more secure than fingerprint biometrics?

With fingerprint biometrics there is a high level of false positives, e.g. dirty/wet fingers, high level of errors.  They are relatively easy to copy (fingerprint lifting isn’t complicated), and fingerprints begin to erode and change with age.

How does the finger scanning process work?

Our finger scanner scans your finger vein pattern using a harmless infrared light. The scanned pattern is then converted into an individual ‘digital ID’ key and stored securely in the cloud. The verification code you generate links your finger vein pattern to your payment details, so we know you are you, and you are all set to pay with just your finger!

What do you do with my finger VeinID?

We store an encoded representation of your scanned finger vein pattern and never the scan itself. We create a ‘Finger Vein Template’ which is an encoded representation of your scanned finger vein. It is then encrypted and wrapped in a way that only our cloud-based system can perform a match. Your vein pattern is never stored anywhere.

What if I forget which finger I linked?

Hmm. We don’t keep a record of which finger you’ve linked. However, we do recommend using your middle or index finger. Try those options, and if it still doesn’t work log in to Fingopay, go to the Account page and click or tap on the Remove button. Then just link your finger again.

Can I remove my finger VeinID?

Yes, on the Account page click or tap the Remove button to erase this data. Remember, you won’t be able to use your finger to pay until you link your finger again.

Can I restore my finger VeinID after removing it?

Once you click or tap the Remove button we erase your finger vein pattern from our database. You will need to link your finger again to continue using Fingopay.

Can I add more than one finger to my account?

Currently, you can only link one finger to your account. However, you can link multiple payment cards to that finger.

Personal details

Can I update my personal details?

Yes, you can update your email address, mobile number and password on the Account page.

Can I permanently remove my personal details?

Go to the Account page and click or tap on the Close button, and this will erase all your personal details. However, if you decide to use Fingopay again, you will need to go back and complete the full sign up process.

Why do you need my personal details?

We only ask for those personal details needed to give you a secure and efficient service. And we won’t share your details with a third party, ever.

Payments

Paying with your finger

Why won’t my finger scan?

If you are having problems, try the following. 1. Make sure you use your index or middle finger as they are the steadiest. 2. Make sure you place your finger all the way inside the scanner and rest it on the cradle at the back. 3. Make sure your finger is not touching the glass.  If you are still having problems, contact support@fingopay.com.

What if I forget which finger I linked?

Hmm. We don’t keep a record of which finger you’ve linked. However, we do recommend using your middle or index finger. Try those options, and if it still doesn’t work log in to Fingopay, go to the Account page and click or tap on the Remove button. Then just link your finger again.

Where can I use Fingopay?

You can find a list of all current Fingopay locations below:

Copenhagen, Copenhagen Business School

  • Solbjerg Plads
  • Kilen
  • Dalgas Have
  • Porcelænshaven
  • Graduate House

What’s the maximum amount I can pay?

As long as you have enough money in your account to cover the purchase, there is no payment limit with Fingopay.

Payment methods

Can I add more than one payment card?

Yes, you can add multiple cards. To add a new card go to the Wallet page and click or tap on the Add payment card button.

What card types can I add to my Wallet?

We currently support Visa, Mastercard, Maestro, Visa Electron, AMEX and Dankort.

General

What if my Fingopay account is hacked?

All data is encrypted in transit and at rest, so a hack is highly unlikely. If unauthorised access is detected we will inform the Information Commissioner’s Office (ICO) within 72 hours detailing exactly what data has been compromised. We would also communicate to our customers what has happened and any potential impact.

What is the difference between print and blood biometrics?

Fingerprint patterns are on the outside of our fingers. Finger vein patterns are on the inside of our fingers. Therefore, using finger vein patterns is much more secure because unlike fingerprints, you can’t leave latent prints lying around on glass, phones or other surfaces.

What do I do if my payment card expires?

You will need to add a replacement card or a new card.

Can I get a refund from something I paid for with Fingopay?

Refunds are processed by the merchant, not by Fingopay. So if you are looking to get a refund you should speak directly with them. If the merchant agrees to a refund, you will be asked to scan your finger and the refunded money will go back on the same card you paid with.

Can I get a digital receipt?

VAT receipts are not enabled at the moment. However, the Transaction page lists all your payments, so click or tap on an individual transaction for more detail (the same information as is on a printed receipt). 

Security

Password

Change password

To change your password go to the Account page, click or tap on the Reset button and enter your new password.

Forgotten password

If you forgot your password (we all do it!) click or tap on the Forgot your password? link on the login page. If you don’t receive an email with instructions on how to reset your password (remember to check your Spam inbox), email us at support@fingopay.com.

Password not working

It could be you created a new password and accidentally entered an additional number without knowing. We suggest you click or tap the Forgot your password? button on the Login page to reset your password.

Personal data

Is Fingopay GDPR compliant?

Fingopay is GDPR compliant – we ask permission to process our customers’ data and only collect the information we need to maintain an efficient service. Our customers can delete their account, however we do need to maintain some data that is excluded by GDPR such as financial transactions.

How is my personal data stored?

All your personal details are encrypted and stored securely. We don’t share your details with any third party, ever.

We separate each aspect of your data, so there is no single place where the data can be compromised. Your finger vein pattern is protected by a chain of in depth security measures, starting with our patented scanner and unique cryptographic representation of the scan.

Can I update my personal details?

Yes, you can update your email address, mobile number and password in the Account page.

Can I permanently remove my personal details?

Go to the Account page and click or tap on the Close button, and this will erase all your personal details. However, if you decide to use Fingopay again, you will need to go back and complete the full sign up process.

Financial data

What card information do you store?

Fingopay stores the card type, expiry date and last 4 digits of your card number. This data is encrypted and stored securely in the cloud. We only store the information we have to, in order to deliver a secure and efficient service, and we don’t share information with any third parties, ever.

General

How secure is Fingopay?

Everyone has unique vein patterns in their fingers! As the patterns leave no trace and can’t be copied, this makes Fingopay ideal for high security authentication and payment. Fingopay (and our VeinID technology) can’t be spoofed and outperforms other biometrics in terms of security, reliability and accuracy.

Transactions

Transaction information

What transaction details can I see?

For every transaction, you will see the merchant name, address, date and time of purchase, and the purchase amount.

How far back does my transaction data go?

You can see all your transactions, going back to the first time you used Fingopay.

Why do you hold onto my transaction data if I close my account?

To be compliant with current financial regulations we must keep a record of your transaction history for seven years.

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Let's Talk

By completing this form, you acknowledge that we will contact you regarding this request.

Let's Talk

By completing this form, you acknowledge that we will contact you regarding this request.

Let's Talk

By completing this form, you acknowledge that we will contact you regarding this request.

Let's Talk

By completing this form, you acknowledge that we will contact you regarding this request.