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:When my Multi-currency Cash Passport Prepaid Mastercard expires, what do I do?

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

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

    • Check you have enough money on the Card for the purchase you wish to make.
    • Check you are using the correct PIN. Phone Card Services to get a reminder.
    • Check that the merchant you are purchasing from accepts Mastercard®.
    • 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 ATMs may have their own limits.

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

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

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

    A:Even with a zero balance, your Card is valid until the date printed on the front, and you can reload it for your next trip##. If you don’t want to keep your Card, you can withdraw the remaining balance at ATMs worldwide*, displaying the Mastercard Acceptance Mark.

    Alternatively, you can take your Card back to the branch where you bought it and they’ll refund the balance (minus any applicable fees, see the Fees and Limits section). 

    *There may be some countries where usage of the Card is prohibited. A list of prohibited countries can be found here
    ## Until the Card expires and subject to reload limits (see the Fees and Limits section).

    Fees and Limits

  • 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.

    Card Services Numbers

  • 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.

    Terms and Conditions

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

  • Q:What if my Multi-currency Cash Passport Prepaid Mastercard 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 Prepaid Mastercard to make a partial payment and settle the balance with another card or cash, if the merchant supports it).

    Be aware that some merchants such as 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.


Using Your Card

  • Q:Can I change my PIN?

    A:No, the PIN cannot be changed.

     

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

  • Q:How do I reload my Multi-currency Cash Passport Prepaid Mastercard?

    A:

    Even with a zero balance, your Multi-currency Cash Passport Prepaid Mastercard is still valid (up to the expiry date on the Card), and you can top it up for your next trip anytime##.

    See more information on how to reload your Card.

    ## Until Card expiry and subject to reload limits (see Fees and Limits section).
  • Q:When my Multi-currency Cash Passport Prepaid Mastercard expires, what do I do?

    A:See the Replace or Cash Out Your Card section.

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

    A:Multi-currency Cash Passport Prepaid MasterCard 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 ATMs 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, wherever Mastercard is accepted.

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

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

    By using your Multi-currency Cash Passport Prepaid Mastercard 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 Prepaid Mastercard 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:Can I get cash back with my Multi-currency Cash Passport Prepaid Mastercard?

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

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

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

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

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

    A:Your Multi-currency Cash Passport Prepaid Mastercard can be used to withdraw money from 2.1 million ATMs worldwide displaying the Mastercard® Acceptance Mark.

    To check their location, visit the ATM locator. You can also use your Card to pay online and in stores around the world, wherever Mastercard is accepted.

    You can use your Multi-currency Cash Passport Prepaid Mastercard 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: US Dollars, Euros, 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).

    IMPORTANT INFORMATION ABOUT FOREIGN CURRENCY TRANSACTIONS

    If an ATM withdrawal or point of sale transaction is made in a currency which is different to any of the available Currencies on the Card, or exceeds the relevant available Currency balance on the Card, the amount will be funded by converting the transaction amount into the next available Currency balance on the Card, in the following order of priority: USD, EUR.

    The foreign 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 FX fee. Please refer to clause 8 of the terms and conditions for full details of foreign currency transactions.

    For example, suppose a purchase is made using your Card overseas for US$150, and you have the following Currency balances: US$50, and EU€300, the following application of funds will take place:

    Currency balance before transaction FX Rate excl. FX fee FX Rate incl. FX fee of 6% Total amount debited from Card Fund Currency balance after transaction Running purchase balance
    US$50.00 N/A N/A US$50.00 US$0.00 US$100.00
    EU€300.00 US$1:0.7280 EU€

    US$1:0.7716 EU€

    EU€77.16 EU€222.84 US$0.00

     

    Important information about moving funds between Currencies

    If you transfer funds from one Currency to another Currency, or where we do so in accordance with the terms and conditions, a Currency transfer fee+ applies.

    +A foreign exchange rate will apply if transferring funds to another Currency. The Currency exchange rate is selected from the range of rates available in wholesale currency markets (which vary each day), together with a margin.

    Other Important Information

    Please read the following information about your Multi-currency Cash Passport carefully:

    Your Multi-currency Cash Passport does not generate any interest or any other similar return. You do not earn interest on the amount standing to the credit of the Multi-currency Cash Passport funds, accessed by the Card.

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

    The countries currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea.

  • Q:What if the ATM asks for a six digit PIN?

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

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

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

    Contact Card Services

  • Q:How do I get a PIN reminder?

    A:You may call Card Services and select the PIN option, 24 hours a day, 7 days a week.

  • 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, your money will be allocated when you reload in the Purchase Location.

    Please note: you cannot change the default Currency in ‘My Account’.

    My Account

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

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

    • Check you have enough money on the Card for the purchase you wish to make.
    • Check you are using the correct PIN. Phone Card Services to get a reminder.
    • Check that the merchant you are purchasing from accepts Mastercard®.
    • 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 ATMs may have their own limits.

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

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

  • Q:What Currencies can I load on to my Multi-currency Cash Passport Prepaid Mastercard?

    A:The Multi-currency Cash Passport Prepaid Mastercard can be loaded using local currency converted into any available Currency (currently US Dollars and Euros), at an exchange rate determined by the Purchase Location. 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 Prepaid Mastercard, you can check your balance, move money between Currencies and review your transaction history.

  • 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 the last four digits of your Card number every time you log into ‘My Account’.

    Useful Links

  • 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’.


Transactions

  • Q:What is a Dynamic Currency Conversion payment?

    A:Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency.

    If you use your Multi-currency Cash Passport Prepaid Mastercard to make a purchase or ATM withdrawal in a country where the local currency is the same as one of the Currencies on your Card (e.g. using the USD funds on a Multi-currency Cash Passport Prepaid Mastercard in the USA) and you opt to pay in your own domestic currency, this may result in a foreign exchange conversion at additional cost to you.

    To avoid this risk, choose to pay in the local currency.

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

    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) 10% - 20% 
    Restaurants (or other eating places) 10% - 20% 
    Automated fuel dispensers US$15-75 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$55.00 for the transaction to be authorised ($50 + 10% tolerance ($5) = $55.00). 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 or petrol station, 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:Can I get cash back with my Multi-currency Cash Passport Prepaid Mastercard?

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

  • 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, 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.

    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 US$15-75 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 and petrol stations?’ 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:What if I’m offered the option to pay in USD 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; USD Dollars and Euros, 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 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 10% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 10% tolerance is added to the transaction amount and there will be insufficient funds to cover US$55.00 ($50 + 10% tolerance ($5) = $55.00).

    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: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 Prepaid Mastercard balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team immediately and in any event within thirty (30) days 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.

    Further details on how to download and complete a dispute form.

  • Q:Should I use my Multi-currency Cash Passport Prepaid Mastercard to pre-authorise my hotel or car hire?

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

    It is not recommended to use your Multi-currency Cash Passport Prepaid Mastercard as a guarantee of payment for:

    • Hotels
    • Car rentals, etc.

    These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Multi-currency Cash Passport Prepaid Mastercard to settle your final bill.

  • 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 Prepaid Mastercard 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.

  • Q:When I use my Card at a bar, restaurant or petrol station, 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 Prepaid Mastercard 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 Prepaid Mastercard), 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:Why is tolerance applied to Chip and 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 US$15-75 or currency equivalent

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