FAQs

Help

  • Q:How can I contact Card Services?

    A:

    Details of how to contact the 24/7 Card Services team are available here.

  • Q:What should I do if my Card has been lost, stolen or damaged?

    A:Call Card Services straight away.

    We have a dedicated team of friendly and expert staff ready to help you. We won’t leave you stranded and can offer emergency cash (up to the available balance on your Card and subject to availability in your location), and/or a Replacement Card.

  • Q:When my Multi-currency Cash Passport expires, what do I do?

    A:

    Click here for information.

  • Q:How do I get an Additional Card?

    A:For peace of mind on your holiday, you can get an Additional Card at the time of purchase of your initial Card and use it as a backup.

    Please see the terms and conditions for more information.


    Please note that Additional Cards must not be given to anyone else to use.

  • Q:My Avios haven’t appeared on my account, what should I do?

    A:Avios can only be awarded to personal Executive Club accounts and are subject to Avios Terms and Conditions.

    If you are missing Avios, you can contact Card Services for assistance, or visit www.ba.com and log in to your Executive Club account.

  • Q:How do I authorise a regulated third party payment service provider to access my account information?

    A:The new Payment Services Regulations 2017 (also known as PSD2) aim to promote innovation, competition and improved security and reliability. These came into effect from January 13th 2018.

    What will these changes mean for you?

    A key change makes it possible for you to authorise a regulated third party payment service provider to access your account information.

    How can you make use of these new facilities?

    You can only grant a third party access to the account information you can view. You need to register for online access to be able to request authorisation of a third party.

    In order to request third party account access you must call Card Services, who will be able to assist with your request.

    Any third parties you wish to authorise must appear in the UK Financial Conduct Authority’s and European Banking Authority’s register of regulated payment service providers.

    It is important to emphasise that you must not share your login ID and password with anyone. This important security condition is part of the card agreement we have with you.

    You can revoke the authorisation given to a third party for account access by contacting Card Services.

  • Q:What if I’m having a problem using my Multi-currency Cash Passport?

    A:If you have a problem using your Card, here are the things you should check first.

    1. You need to activate your Card before it will work. Your Card will have a sticker with instructions about how to do this.
    2. Check you have enough money on the Card for the purchase you wish to make.
    3. Check you are using the correct PIN. Phone Card Services to get a reminder.
    4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. In addition, some cash machines may have their own limits.
    5. Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

    Please note: if a cash machine screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option. 

    You can only withdraw cash from a cash machine up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the cash machine’s issuing limit.

     

  • Q:What if my Multi-currency Cash Passport is declined in a shop?

    A:This should only happen when you don’t have enough money on the Card to cover the purchase

    (though you can always use what money you do have on your Multi-currency Cash Passport to make a partial payment and settle the balance with another card or cash, if the merchant supports it).

    Be aware that some restaurants and car hire companies may require the Card to have an available balance greater than the purchase amount, before they will authorise the payment.

    Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

  • Q:How do I close my Multi-currency Cash Passport?

    A:If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine's issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.

    Alternatively, you can contact Card Services and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the registered cardholder only. Please see your terms and conditions for more information. You may be given the option to donate (some or all) left-over funds to charity.

  • Q:When will I get my Avios?

    A:Your Avios will be added to your Avios account within 35 days of (re)loading your Card.

  • Q:Do Avios expire?

    A:You need to collect or spend Avios within 36 months to keep your account open. If your Avios account closes, you'll lose the Avios in it.


Using Your Card

  • Q:Can I change my PIN?

    A:Yes, you can change your PIN at any participating cash machine in the UK and Europe that has a PIN change facility

  • Q:How protected is Multi-currency Cash Passport?

    A:For even more security, the Multi-currency Cash Passport is chip and PIN protected.

    To reduce the threat of fraud, your Multi-currency Cash Passport is not linked to your personal information and is completely separate from your bank account.

  • Q:What are the fees and limits of Multi-currency Cash Passport?

    A:

    Please click here for full details of the fees and limits.

  • Q:Where can I use Multi-currency Cash Passport?

    A:Your Multi-currency Cash Passport can be used to withdraw money from cash machines worldwide displaying the MasterCard® Acceptance Mark.

    To check their location, visit the cash machine locator . You can also use your Card to pay online and in stores around the world.

    You can use your Multi-currency Cash Passport in countries or areas with a different currency to those on your Card. The system will automatically convert your stored Currency (-ies) to the local one. Please note that for any transactions in a currency different from the Currencies loaded on your Card, the funds available on the Card will be used in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD and ZAR, at an exchange rate determined by MasterCard on the day the transaction is processed, increased by the foreign exchange fee (see the Fees and Limits section for more details).

    There are a number of countries and geographical regions where the use of Multi-currency Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries/regions, your request will be declined and the reason given as 'Decline, prohibited country'.

    The countries/regions currently affected are:

    Cuba, Iran, North Korea, Sudan, Syria and Crimea.

  • Q:How do I top up my Multi-currency Cash Passport?

    A:Even with a zero balance, your Multi-currency Cash Passport is still valid

    (up to the expiry date on the Card), and you can top it up for your next trip anytime##. Click here for more information on how to do this.

    ## Until Card expiry and subject to reload limits (see Fees and Limits section).
  • Q:What if the cash machine asks for a six digit PIN?

    A:In some countries, you may be asked for a six digit PIN, when using a cash machine.

    However, Multi-currency Cash Passport uses a standard four digit PIN, which will still be accepted as normal if the cash machine has been set up correctly in compliance with Mastercard regulations.

    If you need assistance with any PIN issues, please call Card Services.

  • Q:When my Multi-currency Cash Passport expires, what do I do?

    A:

    Click here for information.

  • Q:How can I use my Executive Club Multi-currency Cash Passport to collect Avios?

    A:For every £1 that is loaded/reloaded onto your Executive Club Multi-currency Cash Passport, you will collect 1 Avios (minimum load/reload £50).

    Visit www.ba.com to find out all the ways you can collect and spend Avios.

  • Q:How do I get a PIN reminder?

    A:You can get a PIN reminder by selecting the 'PIN reveal' option in My Account.

    Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.

  • Q:How does Multi-currency Cash Passport work?

    A:Multi-currency Cash Passport is a chip and PIN protected prepaid Mastercard® currency card.

    You can load multiple Currencies onto it before you travel, and then use it in millions of cash machines worldwide displaying the Mastercard Acceptance Mark, to access your money quickly and safely. You can also pay for goods and services online and in store worldwide.

  • Q:What is my default Currency and how do I change it?

    A:You can log on to ‘My Account’ and check which Currency on your Card is your default Currency.

    Your default Currency means the Currency where, for example, we will allocate your money when you top up via e-banking. You can only set one default Currency at a time, but you can change it in ‘My Account’ at any time.

  • Q:Can I use my Multi-currency Cash Passport to shop online?

    A:You can use your Multi-currency Cash Passport to shop online (within the limits and restrictions of your Card) at any merchant that accepts Mastercard® Prepaid.

    By using your Multi-currency Cash Passport in the currency that the online site trades in (if it is one of the Currencies on your Card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.  

    Multi-currency Cash Passport may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

  • Q:What if I’m having a problem using my Multi-currency Cash Passport?

    A:If you have a problem using your Card, here are the things you should check first.

    1. You need to activate your Card before it will work. Your Card will have a sticker with instructions about how to do this.
    2. Check you have enough money on the Card for the purchase you wish to make.
    3. Check you are using the correct PIN. Phone Card Services to get a reminder.
    4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. In addition, some cash machines may have their own limits.
    5. Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

    Please note: if a cash machine screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option. 

    You can only withdraw cash from a cash machine up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the cash machine’s issuing limit.

     

  • Q:Can I get cash back with my Multi-currency Cash Passport?

    A:No, cash back is not currently available on Multi-currency Cash Passport.

  • Q:What Currencies can I load my Multi-currency Cash Passport with?

    A:The Multi-currency Cash Passport can be loaded with GBP only.

    This will either be added to your GBP Currency, or converted into up to 6 additional Currencies, including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars and South African Rand, at an exchange rate communicated to you during the online purchase process. You can move money between the Currencies on your Card, at your convenience, 24 hours a day, 7 days a week via ‘My Account’.


'My Account'

  • Q:What is 'My Account'?

    A:'My Account' is an online Card management area, where, once you have registered your Multi-currency Cash Passport, you can check your balance, move money between Currencies and review your transaction history.

  • Q:How can I check my balance and move money between Currencies?

    A:You can check your balance, view your transaction history and move money between Currencies as soon as you’ve registered your Card in ‘My Account’.

  • Q:How do I register my Card in ‘My Account’?

    A:

    Your Card is already set up on ‘My Account’. Simply use the email address you provided when you bought the Card, plus the password you created during the purchase process, to log in to ‘My Account’, and manage your Card easily online. 

    You will need your full 16 digit Card number every time you log into ‘My Account’.


Transactions

  • Q:What do I do if I find an incorrect transaction on my Card?

    A:It is recommended that you check your transaction history and Card balance at least once a month.

    You can do this online, once you have registered your Card on ‘My Account’. 

    If you have any queries about your Multi-currency Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you. 

    If there is a transaction that is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can. 

     

    Click here for further details on how to download and complete a dispute form.

  • Q:How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, and for taxi and limousine, and telecommunication services transactions?

    A:When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation.

    The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

    Merchant category Tolerance (% of the authorised amount)
    Bars (or other similar drinking places) 20%
    Restaurants (or other eating places) 20%
    Automated fuel dispensers GB£50 or currency equivalent

     

     

     

     

    For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available Card Fund or Currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN. 

    Please see ‘When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?’ for further information on this.

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

  • Q:What is pre-authorisation?

    A:Whilst your Card is really adaptable, it’s not suitable for everything.

    You shouldn’t use your Card as a deposit with car hire companies, hotels or cruise lines. This is because they will estimate the final bill and will require a sum of money to be reserved on your Card to cover this. You will not be able to spend the reserved amount for some time.

    You can of course use your Card to settle your final bill.

  • Q:Can I get cash back with my Multi-currency Cash Passport?

    A:No, cash back is not currently available on Multi-currency Cash Passport.

  • Q:Why is tolerance applied to Chip & PIN transactions?

    A:When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab.

    The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.

    Merchant Category Tolerance (% of the authorised amount)
    Bars (or other similar drinking places) 10-20%
    Restaurants (or other eating places) 10-20%
    Automated fuel dispensers GB£50 or currency equivalent

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

  • Q:What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

    A:If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.

    For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your Card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 ($50 + 20% tolerance ($10) = $60.00).

    Please ensure you remember to take the tolerance amount into account. If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use your Card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

  • Q:I don’t have as much money available on the Card as I thought. Why is this?

    A:When using your Card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.

    This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your Card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction. 

    The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount, or for 7 days, whichever is sooner. You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

    Merchant Category Tolerance (% of the authorised amount)
    Bars (or other similar drinking places) 20%
    Restaurants (or other eating places) 20%
    Automated fuel dispensers GB£50 or currency equivalent

     

     

     

     

    Please see ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, for taxi and limousine transactions, and for telecommunication services?’ for further information on the additional amounts required.

    You may also find that you have less money available on the Card than you thought because you have used your Card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this.

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

  • Q:When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?

    A:As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

    The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.  

    If the final settlement amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN. 

    As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Multi-currency Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

    Please see ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.

  • Q:What if I’m offered the option to pay in GBP whilst I’m abroad?

    A:When you’re on your travels you may get the choice of paying in a different currency than the local currency.

    By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you.Remember that if the local currency is not one of the Currencies on your Card, or you do not have enough funds in the local Currency on your Card, the amount, or the balance, will be taken from another Currency on your Card, in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD and ZAR, at an exchange rate determined by MasterCard® on the day the transaction is processed, increased by a foreign exchange fee determined by us (see the Fees and Limits section for more details).

  • Q:What do I do if I have a problem buying my Card?

    A:If you experience any issues during the purchase process, please contact the Card Services team for assistance.

    You can email cardservices_prepaid@mastercard.com, or phone them 24/7 (click here for telephone numbers). 

  • Q:What happens if I do not have sufficient funds available in the relevant Currency to cover the value of the transaction plus the tolerance amount?

    A:If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount into the next available Currency in the order of priority.

    Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority.

    The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).  

    Please also see the ‘Using the Card’ section of your Card Terms and Conditions.