Question 1

Is my money safe?

Accepted Answer

Card and bank details are handled by our regulated funding providers, not by LookPay. Data moving between the app, the merchant terminal and our systems is encrypted in transit. Every payment is confirmed against your registered profile before it completes, and the merchant sees and approves each one. A LookPay instrument is a limited-purpose payment instrument, not a bank deposit or an e-money account. Full detail is in our Terms of Service and Privacy Policy.

Question 2

Is my biometric data safe?

Accepted Answer

Your biometric data never leaves your device. LookPay verifies locally, inside the phone’s own secure hardware, and raw biometric data is never uploaded, stored or shared. Merchants receive a cryptographic proof of identity, not your data.

Question 3

Does LookPay track me?

Accepted Answer

No. LookPay does not track your location. Your phone’s operating system tells the app when you’re near a participating merchant. No GPS data, no location history and no movement patterns leave your device.

Question 4

What happens if I lose my phone?

Accepted Answer

The merchant confirms your profile before any payment completes, so a found phone on its own is not enough to spend from. You can also block the app immediately by phone, text, or at security.lookpay.app. Report it as soon as you can — under our terms, losses arising before we’re able to confirm a block are treated as yours.

Question 5

How do I top up?

Accepted Answer

Add funds from the app by bank transfer, debit card or credit card. Funds are available straight away, and deposits are free.

Question 6

Are there any monthly fees?

Accepted Answer

Not for you. Using LookPay costs nothing monthly — no subscription, no account fee, no deposit fee. Businesses pay for their own plan, and the per-transaction rate applies on their side.

Question 7

Can I get a refund?

Accepted Answer

Yes. Refunds are handled by the merchant, as with any payment method. Once the merchant processes it, the amount returns to your LookPay balance.

Question 8

Where can I use LookPay?

Accepted Answer

LookPay works at participating merchants displaying the LookPay logo. The app shows a map of nearby merchants.

Commonquestions.

Common
questions.