FAQ En.

FAQ BLOOM – Frequently Asked Questions


Updated: 16.04.2025


About Us


• What is Bloom™?

Bloom™ is an Android, iOS, and Web platform developed by Firstcom Global Payments SA. It offers Mastercard prepaid cards (both virtual and Premium) as well as customizable digital gift cards. Firstcom Global Payments SA has entered into a co-branded card partnership and distribution agreement with Guaranty Trust Bank Côte d'Ivoire. Bloom™ cards are issued by Guaranty Trust Bank Côte d'Ivoire under license from Mastercard. The app allows users to securely manage payments, send gift cards, and access a digital wallet to facilitate transactions.


• What services does Bloom™ offer?

Bloom™ provides services including the creation and management of prepaid cards, customization of gift cards, online and in-store payments, transfers between cards and wallets, and a full range of reload options via channels such as Mobile Money and partner agent locations.


• About Firstcom Global Payments SA

Firstcom Global Payments SA is an innovative and disruptive fintech born from the vision of African entrepreneurs committed to developing modern and accessible payment solutions across the continent. Headquartered in Abidjan, Firstcom positions itself as a key player in the digital transformation of payments in Africa, with pan-African ambitions and strong strategic partnerships with banking institutions and tech leaders


All About Bloom™ Prepaid Cards


Bloom Premium Card


• What is a Bloom Premium Card?

The Bloom Premium Card is a physical Mastercard that allows you to make online and in-store payments, as well as withdraw cash from ATMs worldwide—anywhere Mastercard is accepted. It provides a traditional payment experience while benefiting from the security and digital management features of the Bloom app.


• What is the cost of acquiring a Bloom Premium Card?

The acquisition cost of the Bloom Premium Card is 2,000 FCFA at launch (promotional price, subject to change), payable at the time of ordering within the app.


• How do I order a Premium Card?

To order a Bloom Premium Card, open the Bloom app and select the "Order a Premium Card" option in the cards section. You will need to provide your delivery address and GPS location to receive the card. A one-time fee applies to the order, which will be specified during the ordering process.


• What is the delivery time for the Premium Card?

The Bloom Premium Card is delivered within 3 to 7 business days after order confirmation. You will be informed of the delivery status through the app or via other communication channels.


• How do I activate my Premium Card?

Once you have received your card, log in to the Bloom app, go to the settings section, and select "Activate my Premium Card". Follow the instructions to complete the activation process.


• How do I use the Bloom Premium Card for payments?

The Bloom Premium Card can be used for both in-store and online payments. In stores, you can use it for contactless payments (Tap to Pay) or by inserting it into payment terminals that accept Mastercard. For online payments, simply enter your card information as you would with any other Mastercard.


• Can I withdraw cash with the Bloom Premium Card?

Yes, you can withdraw cash at over one million ATMs worldwide, wherever Mastercard is accepted. Withdrawals are subject to daily and per-transaction limits.


• What are the benefits of the Bloom Premium Card?

The Premium Card offers enhanced security for transactions, the ability to withdraw cash, and access to a traditional payment experience, in addition to the digital features provided by the Bloom app. It is accepted worldwide through the Mastercard network and supports contactless payments.


• How do I reload my Premium Card?

You can reload your Bloom Premium Card using authorized Bloom agent points, the GT Bank network (branches and approved agents), or via Mobile Money (Orange Money, MTN Money, Moov Money, Wave). Reloads can be initiated directly from the Bloom app, and fees may apply depending on the chosen reload method.


Bloom Virtual Card


• What is a Bloom Virtual Card?

The Bloom Virtual Card is a prepaid Mastercard that becomes available instantly after creation within the Bloom app. It allows you to make secure online payments and perform contactless transactions (Tap to Pay) in-store, directly from your smartphone or compatible device.


• How do I create a Virtual Card?

To create a Bloom Virtual Card, log in to the app, go to the "Cards" section, and select "Create a Virtual Card". Follow the instructions to complete the setup, and your card will be available immediately in the app.


• What are the benefits of the Virtual Card?

The Virtual Card offers instant availability, enhanced security for online payments via 3DS (Mastercard Secure), and the ability to make contactless in-store payments using Tap to Pay. Unlike the Premium Card, there is no delivery delay, and it can be personalized to your preferences.


• How can I personalize my Virtual Card?

You can personalize your Bloom Virtual Card within the app by selecting images, photos, or messages. A variety of card templates are available in the app’s catalog, allowing you to create a unique card tailored to your style or special occasions.


• How do I use my Virtual Card for online payments?

To make an online payment, select the card payment option and enter your virtual card details (card number, expiration date, CVV). Payments are secured by 3DS (Mastercard Secure) technology, providing an extra layer of authentication to protect your transactions.


• How do I use my Virtual Card for contactless payments?

The Bloom Virtual Card can be used for contactless payments in-store via Tap to Pay. You’ll need a compatible smartphone with NFC enabled—just tap your device on the payment terminal to complete the transaction.


• What is the validity period of the Virtual Card?

The Bloom Virtual Card is valid for one year. You can check the expiration date directly in the app and manage the card as needed.


• Can I reload my Virtual Card?

Yes, the Bloom Virtual Card can be reloaded via authorized Bloom agent locations, the GT Bank network (branches and authorized agents), or through Mobile Money services like Wave, Orange Money, MTN Money, and Moov Money. Reloading via Mobile Money is simple and fast using the Bloom app, and service fees may apply depending on the chosen method.


• Is the Bloom Virtual Card accepted everywhere?

Yes, the Bloom Virtual Card is accepted worldwide through the Mastercard network for both online and contactless payments.


Bloom Gift Card


• What is a Bloom Gift Card?

The Bloom Gift Card is a customizable virtual Mastercard that you can send to loved ones. It allows the recipient to shop online or in-store up to the value loaded on the card. The card is valid for 3 months and can be used until the balance is fully spent.


• How can I personalize a Gift Card?

When purchasing a gift card in the Bloom app, you can personalize it by adding images, photos, or messages to make your gift unique. The app also offers themed card templates for various occasions (birthdays, holidays, etc.) that you can select for a personal touch.


• What is the validity period for gift cards?

The Bloom Gift Card is valid for 3 months. It can be used for purchases online or in-store during that period until the balance is depleted.


• Can I reload a Gift Card after purchase?

No, the Bloom Gift Card can only be loaded once at the time of purchase. Once the balance is used or the validity period ends, the card cannot be reloaded or reused.


• How do I send a Bloom Gift Card?

After personalizing your gift card, you can send it to the recipient via WhatsApp or email directly from the Bloom app. The recipient will receive a message informing them they’ve received a gift card, along with instructions on how to use it.


• What if the recipient already has the Bloom app?

If the recipient already has the Bloom app, they will receive a notification about the gift card. They simply need to log in to the app to access the card and start using it immediately.


What if the recipient doesn’t have the Bloom app?


If the recipient doesn’t have the app, they will receive a message via WhatsApp or email with a download link for the Bloom app. Once they install the app and complete their registration, they will be able to access the gift card, activate it in the app, and use it for purchases.


What if the recipient doesn’t use the gift card within the 3-month validity period?


If the gift card expires, it can no longer be used. The amount loaded on the card cannot be recovered by either the recipient or the sender.


Bloom Shopping Card (Partner Gift Card)


• What is a Bloom Shopping Card (Partner Gift Card)?

The Bloom Shopping Card (Partner Gift Card) is a virtual gift card featuring a partner brand’s logo. It’s a convenient gift for friends or colleagues. The recipient can enjoy exclusive offers when shopping online or in-store with the partner. The card is valid for 3 months and can be used until the balance is fully spent.


• How do I personalize a Bloom Shopping Card (Partner Gift Card)?

When purchasing a Shopping Card (Partner Gift Card) in the Bloom app, you can personalize it by adding images, photos, or messages to make your gift unique.


• Validity period

The Bloom Shopping Card (Partner Gift Card) is valid for 3 months. It can be used for purchases online or in-store during this period until the balance is used up.


• Can I reload a Bloom Shopping Card (Partner Gift Card) after purchase?

No, the Bloom Shopping Card (Partner Gift Card) can only be loaded once at the time of purchase. Once the balance is exhausted or the card expires, it cannot be reloaded or reused.


• How do I send a Bloom Shopping Card (Partner Gift Card)?

Once you’ve personalized your Shopping Card (Partner Gift Card), you can send it to the recipient via WhatsApp or email directly from the Bloom app. The recipient will receive a message notifying them of the gift card along with instructions on how to use it.


• What happens if the recipient already has the Bloom app?

If the recipient already has the Bloom app, they’ll receive a notification informing them they’ve received a Shopping Card (Partner Gift Card). They just need to log in to access and use the card immediately.


• What if the recipient doesn’t have the Bloom app?

If the recipient doesn’t have the app, they’ll receive a message via WhatsApp or email with a download link for the Bloom app. After installing and signing up, they’ll be able to activate and use the Bloom Shopping Card (Partner Gift Card).


• What is the maximum limit for a Bloom Shopping Card (Partner Gift Card)?

The maximum limit for a Bloom Shopping Card (Partner Gift Card) is 2,000,000 FCFA.


• What’s the difference between a Shopping Card (Partner Gift Card) and a standard Gift Card?

The Bloom Shopping Card (Partner Gift Card) features a partner store’s logo and provides exclusive advantages such as discounts or special offers when used at that store. However, it remains a Mastercard and can be used worldwide, both online and in-store, across the entire Mastercard network. The standard Bloom Gift Card offers the same flexibility of use without being linked to a specific store, giving full freedom to spend anywhere Mastercard is accepted.


Card Personalization


• Which cards can be personalized?

Only BloomTM virtual cards can be personalized. You can make your cards unique by adapting them to your style or special occasions.


• How do I personalize my virtual card?

To personalize your BloomTM virtual card, go to the "Personalization" section in the app. You’ll have a variety of options to choose from, including:


  • Adding images and photos: Upload your own images or photos to give your card a personal touch.
  • Custom messages: Add a custom text or message that will appear on the card.
  • Predefined templates: The app offers several templates designed for different occasions such as birthdays, holidays, celebrations, or other events. You can choose the one that best matches the purpose or intent of your card.


• What categories of templates are available?


The app’s catalog offers a wide variety of templates categorized as follows:


  • Special Occasions: Birthdays, weddings, holidays, etc.
  • Professional Cards: For corporate gifts or professional acknowledgments.
  • Free Customization: Neutral templates you can personalize with your own creativity.


Are there any costs associated with customization?


Yes, personalizing your virtual card may incur fees depending on the options selected—such as adding certain premium images or specific themes. Any applicable charges will be clearly shown during the customization process in the app.


Why personalize your cards?


Customization allows you to create a unique experience for gift card recipients or to express your personality when using your own virtual card. It’s a great way to make your cards more meaningful and memorable.


Group Gifting Option


What is the "Group Gifting" option?


Bloom’s Group Gifting feature allows multiple people to contribute towards a single gift card for a recipient. It’s perfect for collective gifts like birthdays, weddings, or any other celebration where a group wants to give a shared present.


How does Group Gifting work?


  1. Gift Initiator: One person starts the group gift purchase from the Bloom app.
  2. Invite Contributors: During checkout, the initiator can invite others to join by sharing a contribution link via WhatsApp, email, or any other communication platform.
  3. Participants Contribute: Each person can contribute via the Bloom app. The total amount is shared equally among all contributors.
  4. Finalizing the Gift: Once the total amount is reached, or when the initiator decides to close the contributions, the gift card is created and personalized according to the defined preferences.


What are the benefits of the Group Gifting option?


  • Flexibility: Multiple people can combine their contributions into one gift.
  • Customization: The gift card can be personalized with a message, images, or a theme suited to the occasion.
  • Convenience: Makes coordination easier, avoiding the hassle of collecting funds manually.


Are there any fees for using Group Gifting?


No, there are no additional fees to use the Group Gifting feature. You only pay the loaded amount on the card and any applicable service fees, if relevant.


Reloading Bloom Virtual & Premium Cards


Bloom Virtual and Premium cards can be topped up quickly and easily via two main methods:


  • Mobile Money: Reload your Bloom card using Orange Money, MTN Money, Moov Money, or Wave directly from the app. A 2% service fee applies to Mobile Money top-ups.
  • Bloom Service Points (Points Relais): You can also reload your card at a Bloom Service Point. These carry a lower top-up fee of 1.5%.


Reloading Bloom Gift Cards


Bloom Gift Cards cannot be reloaded after purchase. You choose a fixed amount during the purchase, and it is instantly credited to the card. Once the card is bought, it can be used immediately anywhere Mastercard is accepted, online or in-store.


Balance Check & Transaction History


Every time you top up your card, you receive a notification via the Bloom app. You can view your real-time balance and full transaction history directly from the app interface. This makes it easy to keep track of your spending and recharges.


What is a Bloom Service Point ?


A Bloom Service Point is a certified physical location where users can reload their Bloom cards.

You can view the list of available service points in the Bloom app under the "Service Points" section. For added convenience, a geolocation feature is available to help you find the nearest service point.


Account Management


Account Creation and Login


  • How do I create an account on the Bloom™ app? Download the Bloom™ app from the App Store or Play Store, click on "Create an account", and provide the required information (name, date of birth, etc.). Then complete the identity verification (KYC) by uploading a valid ID and a selfie.
  • What documents are required for KYC verification? You’ll need to provide an official ID document (national ID card or passport) and a selfie to confirm your identity.
  • What should I do if I forget my passcode or password? Click on "Forgot Password" on the login screen and follow the steps to reset it. If you forget your access code, you can request a reset via the app.


Notifications and Alerts


  • What types of notifications will I receive with Bloom? The Bloom app sends several types of notifications to keep you updated about your account, cards, and services. These include:


  • SMS Alerts: You’ll receive a text message for each transaction made.

  • Transaction Notifications: You’ll get a real-time alert whenever a payment, top-up, withdrawal, or transfer is made with your card. This helps you track spending and detect any suspicious activity.

  • Balance Notifications: Be informed when your balance reaches a predefined threshold or after each top-up.

  • Validity Reminders: You’ll receive alerts regarding the expiration date of your virtual cards, gift cards, or services.

  • Promotional and Special Offer Alerts: Get notified about exclusive promotions, special deals, or new Bloom services.

  • Security Notifications: You’ll receive alerts for any unauthorized access attempt or security setting changes (e.g., password or PIN updates) to confirm your identity.


  • Can I receive notifications by email? Yes, you can receive key notifications by email, such as transaction statements, security alerts, or important updates regarding your account.
  • What if I’m not receiving notifications? Check your device settings to ensure that notifications for the Bloom app are enabled. Also verify your in-app notification preferences to make sure they’re correctly configured.
  • Are notifications secure? Yes, Bloom notifications are designed to be secure and protect your personal information. Sensitive details are never displayed in notifications to ensure your privacy.


Payments and Transactions


  • How can I make payments with my Bloom Premium card? You can use your Bloom Premium card to pay in stores, restaurants, and any merchant that accepts Mastercard. The card supports contactless payments (Tap to Pay), allowing you to pay by simply holding your card near a compatible terminal. You can also make traditional payments by inserting your card into the terminal and entering your PIN if required.
  • How do I use my virtual card for online payments? To pay online with your Bloom virtual card, enter your card details—card number, expiry date, and CVV—on the payment page of the website or app you’re purchasing from. Online transactions are protected by 3DS (Mastercard Secure), which requires an additional authentication step, like entering a code sent by SMS or using another verification method based on your card’s security settings.
  • Can I use my Bloom virtual card for contactless payments? You will soon be able to use your Bloom virtual card for contactless (Tap to Pay) payments in stores with compatible terminals. To do this, activate the NFC option on your smartphone and bring it close to the payment terminal. Depending on the amount, you may be asked to enter your PIN. The Tap to Pay feature is enabled by default in the Bloom app—just hold your device near the terminal to complete the payment.
  • What are the fees associated with transactions using Bloom cards? Fees vary depending on the type of transaction. For example:


  • Online and in-store payments: Generally free of charge unless otherwise stated.
  • ATM Cash Withdrawals: Fees may apply depending on the ATM used (GT Bank, GIM UEMOA network, or international ATMs). See the “Pricing” section for specific fee details for each type of transaction.
  • What is 3DS (Mastercard Secure) technology? 3DS (Mastercard Secure) is a security protocol used to protect your online payments. During each transaction, you'll be asked to verify your identity through an additional authentication step, ensuring your payment information remains secure.
  • How do I check my card balance and transaction history? Go to the "History" section in the Bloom app to view all past transactions, including payments, top-ups, and withdrawals. You can also check your current balance at any time.
  • Can I set up recurring payments with my Bloom card? Yes, you can set up recurring payments for services like subscriptions or bills. To do so, provide your Bloom card details to the service provider and authorize recurring payments as required.
  • How can I make payments in foreign currencies or abroad? Bloom cards (both Premium and virtual) support international payments. You can make purchases in foreign currencies online or in-store. Currency conversion fees may apply, according to the current pricing policy.
  • What are payment rejection fees and how can I avoid them? Rejection fees may apply if a transaction fails due to insufficient balance or technical issues. To avoid these, ensure your card is sufficiently funded and that your account information is correctly set up in the app.
  • How can I manage payments and transfers between cards? The Bloom app lets you manage transfers between virtual cards and wallets, as well as peer-to-peer (P2P) payments. You can also transfer funds between your prepaid card and a Mobile Money account, and vice versa.


Card Usage Limits


  • Maximum balance per card:

The maximum balance you can hold on Bloom Virtual, Premium, Shopping, and Gift Cards is 2,000,000 FCFA per card.

  • Monthly top-up limit:

You can top up your cards for a total monthly amount of up to 10,000,000 FCFA.

  • Top-up amount limits:

The maximum amount you can top up in a single transaction is 2,000,000 FCFA, with a daily limit of 3,000,000 FCFA, distributed over a maximum of 5 transactions per 24 hours.

  • Local ATM withdrawals:

You can withdraw up to 2,000,000 FCFA per day, with a limit of 5 withdrawals per day. The maximum per transaction is 400,000 FCFA.

  • International ATM withdrawals:

The daily international withdrawal limit is 1,200,000 FCFA, with a maximum per transaction of 400,000 FCFA.

  • International POS (Point of Sale) payments:

You can make payments of up to 3,000,000 FCFA per day, spread across a maximum of 20 transactions. The maximum per transaction is 1,000,000 FCFA.

  • Online payments:

For online transactions, the daily limit is 3,000,000 FCFA, with a maximum of 20 transactions per day. Each transaction can go up to 1,000,000 FCFA.


Pricing


  • Bloom Premium Card cost:

The Premium Bloom card is available for 2,000 FCFA during the launch period.

  • Bloom Virtual Card cost:

The virtual card is free of charge.

  • Virtual Gift Card cost:

The virtual gift card is free, but a 3% service fee is applied to the card’s value.

  • ATM Withdrawal Fees:


  • GT Bank: Withdrawals from GT Bank ATMs are free.

  • GIM UEMOA Network: Withdrawals via the GIM UEMOA network are charged at 500 FCFA per transaction.


  • ATM withdrawals outside GIM UEMOA / International:

Withdrawals made at ATMs outside the GIM UEMOA network are charged 2,750 FCFA per transaction.

  • POS (Point of Sale) payment fees:


  • In Côte d'Ivoire: POS payments in Côte d'Ivoire are free of charge.


  • International and online payments:

For payments made internationally or online, a 2.5% fee is applied by the bank. Currency exchange fees may also apply.

  • Mobile Money Top-Up Fees:

Top-ups made via Mobile Money (Orange Money, MTN Money, Moov Money, Wave) are subject to a 2% fee on the amount reloaded.

  • Top-Up Fees via Bloom Partner Points:

Reloads at authorized Bloom partner points incur a 1.5% fee on the top-up amount.


Bloomchat


  • What is BloomChat? BloomChat is a user-friendly messaging service integrated into the Bloom app. It allows users to chat easily and to transfer money and gift cards directly within conversations. With its smooth interface, BloomChat makes exchanges simple and fun.
  • Who can use BloomChat? All Bloom app users have access to the BloomChat feature.
  • What are the benefits of BloomChat? BloomChat offers the following advantages:


  • Conversations: Easily chat with other Bloom users.

  • Money transfers: Send money directly through the app; the amount is instantly available on the recipient's prepaid card.

  • Gift card transfers: Send a gift card to your contact right in the chat.


  • Are BloomChat conversations and transactions secure? Yes, both conversations and transactions via BloomChat are secure. A code confirmation is required before sending money or gift cards. You can also customize your privacy settings to increase protection.
  • Can I send photos, videos, or audio files in BloomChat? BloomChat functions like a modern and intuitive messaging service. You can send messages, as well as share photos, videos, and audio files—designed for a smooth, enjoyable experience with ease of use.
  • Can I take screenshots of my BloomChat conversations? Screenshots are allowed by default. However, you can adjust the settings to better manage your privacy preferences.
  • How long are BloomChat conversations stored? Your BloomChat conversations are saved within the app and will remain accessible unless you delete them, clear the app data, or uninstall the app.
  • Can I download my BloomChat conversation history? This feature is not yet available. Stay tuned for future Bloom updates!
  • How do I send money to a Bloom contact via BloomChat? It’s very simple! Once you've selected your contact and opened the chat window, tap the "Transfer Money" button. A prompt will appear where you can enter the amount. Confirm by pressing "Send" to complete the transfer quickly and securely.
  • How do I send a Gift Card in BloomChat? Just as easy! Select your contact and open the chat window, then tap "Send a Gift Card." You’ll see the available gift cards appear instantly. Choose the one that suits your needs, personalize it, and send it in just a few taps. A convenient and thoughtful way to delight someone!


Referral Program


  • What is Bloom’s referral program? The Bloom referral program allows users to invite friends to join the app and receive specific rewards for each successful referral. It helps grow the community while providing benefits for both the referrer and the referred friend.
  • How do I refer a friend? Go to the "Referral" section in the Bloom app. You can generate a referral link by entering your friend's email and/or WhatsApp number. The link can be sent directly via the app, ensuring your friend signs up using your personalized code or link.
  • What are the benefits for the referrer?


  • For the referrer: When your referred friend registers with your link and activates their account, you receive rewards like discounts on your next gift card purchase.


  • Are there any conditions for referral rewards? Yes, for the referral to be valid:


  • The referred friend must register using your referral link or code.

  • Their account must be activated, including completing the KYC process (ID and selfie submission) and activating a Bloom card (Virtual or Premium).


  • How can I track my invitations? You can monitor your referrals in the "Referral" section of the app, see how many friends signed up using your link, and check rewards earned or pending.
  • How many friends can I refer? You can refer up to 6 friends. The more friends you refer, the more rewards you accumulate, depending on the program's conditions.
  • What if my friend didn’t use my referral link? If your friend didn’t register using your referral link or code, you won’t receive the associated reward. Be sure to remind them to sign up using your link or code.


Security & Data Protection


  • How does Bloom protect my funds? Your funds are secured through our partnership with Guaranty Trust Bank Côte d'Ivoire, which ensures the protection of your assets in line with current banking standards.
  • How does Bloom protect my personal data?


Bloom is committed to protecting your personal data in accordance with applicable laws, particularly Law No. 213-450 of June 19, 2013, on the protection of personal data. You can view our full privacy policy on our website for more details.


  • Data Encryption: All data transmitted between your device and our servers is encrypted to prevent any interception.
  • Compliance with Industry Standards: Bloom adheres to international information security standards, including ISO 27001 and PCI-DSS compliance.


How can I help protect my information?


  • Use strong passwords: Create complex and unique passwords for your Bloom account.
  • Enable biometric authentication: If supported by your device, activate facial recognition or fingerprint access to log into the app.
  • Monitor your transactions: Regularly check your transaction history and report any suspicious activity to customer support.
  • Update the app: Always use the latest version of the Bloom app to benefit from recent security updates.


Terms of Use


  • What are Bloom’s general terms of use? Bloom’s general terms of use govern the use of all services offered through the app, including Premium and virtual cards, gift cards, top-up options, and transfer features. By accessing the app and using our services, you agree to these terms.
  • Where can I find the terms of use? The terms are available within the Bloom app under the “Settings” section and on our website: **www.bloomcard.app**. We encourage you to read them carefully before using our services.


Technical Issues & Assistance


Technical Issues


  • What should I do if the Bloom app isn’t working properly? Check your internet connection or restart the app. You can also update the app via the App Store or Play Store. If the issue persists, contact support.
  • What if I lose my Premium card? You can block your card directly from the Bloom™ app or contact customer support via the in-app chat.
  • How do I resolve login issues? Make sure your password is correct or use the “Forgot Password” option.
  • How can I dispute a transaction? You can send an email to **support@bloomcard.app** describing the issue or use the Live Chat in the Bloom app for faster assistance.
  • How can I report a bug or issue in the app? Use the "Support" section in the app to report a problem.
  • How do I reset my Web and/or ATM PIN code? To reset your web or ATM PIN:


  1. Send an email to: contact.ci@gtbank.com

  1. Or call the service center at: +225 27 20 31 15 22

GTBank Côte d’Ivoire will process your request promptly.


  • I was wrongly charged If you notice an unusual charge on your account, don’t worry. Follow these steps:


  • Call our customer service at +225 27 20 31 15 22 for immediate follow-up.


  • How do I update my card information (with supporting documents)? To update your card details:


  1. 📧 Email your request to contact.ci@gtbank.com

(Attach required documents: ID copy, proof of address, etc.)

  1. 📞 Call the support center at +225 27 20 31 15 22

(To follow up on your request)

GTBank Côte d’Ivoire will review your request and respond promptly.


  • I lost my card. What should I do?


Step 1: Block your card


  • Open the Bloom app > Go to "Cards" > "Block Card"


Step 2: Order a new card


  • Go to the same “Cards” section

  • Cost: 2,000 FCFA (promo rate)

  • Your previous balance will be automatically transferred


⚠️ In case of theft or fraud:


  • Contact customer service immediately

Acting quickly helps secure your account and prevent fraudulent use.


Need help? Our team is here to support you.


Customer Support


  • Live Chat via Bloom App: For instant help, use the in-app Live Chat feature. Our team is available to assist you in real-time.
  • Email: You can reach us at **support@bloomcard.app.** We aim to respond to all requests within 24 business hours.
  • Online Help Center: Check our FAQ section to find answers to frequently asked questions — available 24/7.
  • Social Media:

For updates, announcements, or questions, follow and message us on major social platforms.


Want to Learn More?


· Easy-to-browse gift card catalog: Easily find the perfect card using our category filters and search tools. View card details and images before you buy.


· • Find merchants near you: Easily locate participating merchants with our integration with Google Maps.

• Multiple payment options: Pay via Mobile Money or bank card. Your payments are secure. Choose the method that suits you best.

• Using your cards is simple: Use your gift cards online or in-store by scanning a QR code or using point-of-sale terminals. Receive a digital receipt.

• Personalized notifications: Get alerts for every step, reminders for special occasions, and personalized recommendations.

• Loyalty program: Earn points and redeem them for discounts and exclusive offers.

• Live chat: Chat with other users in real time.

• Multilingual support: Available in French and English.

• Multi-currency support: Manage your transactions in multiple currencies.

• Video tutorials: Watch our video tutorials to better understand how the app works.


· Types of claims handled by GTBank Côte d'Ivoire:

🔹 PIN reset (Web and ATM)🔹 Unjustified debit on an account🔹 Card information update (supporting documents required)


· How to submit a claim?

You can:

✉️ Send an email to: contact.ci@gtbank.com📞 Call the support center at: +225 27 20 31 15 22

GTBank Côte d'Ivoire is committed to reviewing your request as quickly as possible.


Key Terms


• CVV (Card Validation Value):

A 3 or 4-digit security code found on credit or debit cards. It is used to verify that the person making an online transaction possesses the card. This adds an extra layer of security to prevent fraud. For Mastercard, the CVV is 3 digits and located on the back of the card.


• ATM (Automated Teller Machine):

A machine that allows you to withdraw cash without going to the bank. It is also commonly referred to as a cash machine.


• FAQ (Frequently Asked Questions):

A list of commonly asked questions and answers about a topic, product, or service. It's designed to help users quickly find information without contacting support.


• GIM UEMOA (Interbank Electronic Banking Group of the West African Economic and Monetary Union):

An organization that brings together banks and financial institutions from UEMOA member countries (Benin, Burkina Faso, Côte d’Ivoire, Guinea-Bissau, Mali, Niger, Senegal, and Togo). Its main role is to facilitate and standardize electronic payment systems (such as bank cards and money transfers) across these countries.


• KYC (Know Your Customer):

A process used by banks and businesses to verify the identity of their customers. It is a key step to ensure secure and compliant transactions.


• PCI-DSS (Payment Card Industry – Data Security Standard):

A set of security standards designed to protect sensitive payment card information.


• P2P Payment (Peer-to-Peer):

A direct money transfer between two individuals via an app or payment platform, without going through a traditional financial institution. It allows quick and secure sending and receiving of funds.


• POS Terminal (Point of Sale Terminal):

A machine that processes card payments instantly. You just insert your card and enter your PIN to confirm the transaction. In some cases, contactless payment is also available by simply tapping your card on the terminal.


• 3DS (3D Secure):

A security protocol used to authenticate online transactions and reduce the risk of fraud.


• Cashback:

A percentage of the amount spent that is returned to the buyer, usually as a credit to the Bloom account.


• Bloom Code:

A unique code used to access special offers, discounts, or credit a Bloom account. It can be used during a purchase for an immediate discount or added to your Bloom account as usable credit. Each Bloom Code is unique and can only be used once.


• BloomChat:

BloomChat is the friendly messaging service built into the Bloom app. It allows users to easily exchange messages and transfer funds or gift cards directly in the conversation. With its user-friendly interface, BloomChat makes chatting simple and fun.


Got more questions? Contact our support via Live Chat!

Updated on: 16/04/2025

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