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Common questions about Cash Passport

Multi-currency Cash Passport FAQs

  • How does Multi-currency Cash Passport work?

    Cash Passport is a chip and PIN protected prepaid Mastercard® currency card. You load your travel money onto it in advance in up to 4 different Currencies, and then use it in millions of ATMs worldwidedisplaying the Mastercard Acceptance Mark to access your money quickly and safely.

    You can also pay for goods and services at merchants, wherever Mastercard is accepted1.

    1 The Card can only be used outside the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia. The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

    Please see ‘Where can I use the Cash Passport?’ FAQ to verify the list of countries and regions with restrictions.

  • How do I change or retrieve my PIN?

    It is now possible to reveal your PIN within My Account. In addition, you can call Card Services at any time for a PIN reminder or if you think someone else may know your PIN, please contact Card Services immediately.

  • How protected is Cash Passport?

    For even more security, the Cash Passport is chip and PIN protected. To reduce the threat of fraud, your Cash Passport is not linked to your personal information and is completely separate from your bank account.

  • What are the fees and limits of the Cash Passport?

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

  • What currencies can I load my Cash Passport with?

    Subject to Exchange Control Regulations, your Cash Passport can be loaded with up to 4 Currencies#; USD, GBP, EUR and AUD, between which you can transfer money, at your convenience, 24 hours a day, 7 days a week via ‘My Account’ or through the handy mobile app. For loads and reloads payment will be in ZAR and the exchange rate will be applied by the Purchase Location.

    # The Currencies made available on the Card may vary from time to time and not all Currencies may be available at all times. Please check with the Purchase Location for up-to-date details of the available Currencies.

  • Where can I use the Cash Passport?

    Your Cash Passport can be used to withdraw local currency from millions of ATMs worldwide1 displaying the Mastercard® Acceptance Mark. To check their location, visit the ATM locator.

     

    You can also use your Card to pay directly for goods or services at merchants, wherever Mastercard is accepted.

     

    If you do not have the Currency of the country or area you are visiting on your Card, you can still use it to make a payment. Merchant transactions and ATM withdrawals in a currency other than a Currency you have available on your Card will be debited according to the default order of priority, which is as follows: USD, GBP, EUR and AUD, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by the FX Margin (or foreign exchange margin). See the Fees and Limits section for more information.

     

    RESTRICTIONS

    The Card can only be used outside the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia. The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area.

     

    In addition, there are a number of countries and geographical regions where the use of 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 or regions, your request will be declined and the reason given as 'Decline, prohibited country'. The countries and regions currently affected are:

     

    Iran, North Korea, Sudan, Syria and Crimea.

  • What if I don’t have enough of the currency I need?

    The great flexibility and added functionality of Cash Passport means that if you don’t have enough money in a certain Currency to pay for a transaction or withdrawal, the Card will automatically select any other available Currencies, in the following order: USD, GBP, EUR, AUD, subject to the applicable exchange rate and FX margin (or foreign exchange margin). See the Fees and Limits section for more information. The search will automatically begin from USD.

  • Can I use my Cash Passport to shop online?

    You can use your Cash Passport 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 in the currency that the online site trades in, you know exactly what your purchase will cost and you won’t be stung by unknown exchange rate fees, unlike when you use your domestic credit or debit card. For your security, you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

    Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling 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.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho,Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport?' FAQ to verify the list of countries and regions with restrictions.

  • How do I reload my Multi-currency Cash Passport?

    Even with a zero balance, your Cash Passport is still valid (up to the expiry date on the Card), and you can reload it for your next trip anytime.

    You can reload funds onto your Cash Passport in person at any participating Purchase Location from the Agent where the card was purchased.

    Click here for more information on how to reload your Card.

  • How do I obtain a second card?

    For peace of mind on your holiday, you may purchase an Additional Card and use it as a backup. Please see the Terms and Conditions for more information.

  • What is 'My Account'?

    'My Account' is an online Card management area, where, once you have registered your Cash Passport, you can check your balance, retrieve your PIN, move money between Currencies, review your transaction history and update your personal details.

  • How do I register for 'My Account'?

    Click on the link for ‘My Account’ on this website, select ‘New Registration' and simply follow the instructions on the screen.

  • How can I check my balance and move money between currencies?

    You can manage these everyday aspects, as well as view your transaction history, as soon as you’ve registered your Card on ‘My Account’.

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

    It is recommended that you check your transaction history and Card balance at least once a month. You can do this online or on the handy mobile app, 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 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 which 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 (See terms and conditions for further information). Please help them to help you by providing as much information as you can.

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

  • How can I contact Card Services?

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

  • What if my Multi-currency Cash Passport does not work at the ATM?

    Your Cash Passport should work in any ATM displaying the Mastercard® Acceptance Mark1. If after several attempts to withdraw cash at an ATM, your Card still doesn't work, you can get 24/7 help from Card Services, via the emergency assistance numbers.

    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 a Mastercard ATM, up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the ATM’s issuing limit.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited.

    Please see ‘Where can I use the Cash Passport?' to verify the list of countries and regions with restrictions.

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

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport 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.

  • What if my Multi-currency Cash Passport is lost or stolen?

    If your Card is lost or stolen, you must contact Card Services as soon as possible. 24/7 emergency assistance will get you back in control of your money. Instructions are available here

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

    If your Cash Passport is declined in a shop, these are the things you should check first:

    1. Check you have enough money on your Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.Be aware that some bars, restaurants and automated petrol pumps may require the Card to have an available balance greater than the purchase amount before they will authorise the payment. Please check your Terms and Conditions for more details.
    2. Check you are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in My Account or by calling Card Services and selecting the PIN option.
    3. Check that the merchant you’re purchasing from accepts Mastercard.
    4. Your Card has maximum limits on how much you can withdraw or spend, which are shown in the Fees and Limits table. Check that you have not exceeded the maximum daily amount that you can spend in a shop.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport?' FAQ to verify the list of countries and regions with restrictions.

  • What is pre-authorisation?

    It is not recommended to use your Multi-currency Cash Passport as a guarantee of payment for hotels, car hire, cruise lines 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 to settle your final bill.

  • What are Dynamic Currency Conversion payments?

    Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators giving cardholders a choice of currencies to pay in. If given the option, ALWAYS choose to pay in the local currency e.g. if you are in Greece choose Euros, in Sydney choose Australian Dollars. This will save you being charged additional foreign exchange fees.

  • When my Cash Passport expires, what do I do?

    You can close your Cash Passport and obtain a new Card from your Purchase Location.

  • How do I close my Cash Passport?

    Please note that it is an exchange control requirement that all unused foreign exchange is converted to Rand within thirty (30) days of returning to South Africa. We recommend that you wait until ten (10) days after your last transaction, before converting the funds on your Cash Passport back to Rand, to ensure that all your transactions have been processed in order to avoid overspending on your Card. You can withdraw the balance remaining on your Card at ATMs worldwide1, 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).

    Even with a zero balance, your Card is still valid until the date printed on the front, and you can reload it for your next trip##. If you would prefer not to keep your Card for another trip, you can close it via Card Services.

    1 The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport? to verify the list of countries and regions with restrictions.

    ## Until Card expiry and subject to reload limits (see the Fees and Limits section).

Single Currency Cash Passport FAQs

  • How does Cash Passport work?

    Cash Passport is a Mastercard® prepaid currency card. You “load” your travel money onto it in advance* (at a participating bank or retail outlet in South Africa) and then use it at millions of ATMs and merchants across the world**, to access your money quickly and safely.

    You can reload Cash Passport in South Africa at participating branches of the location where you purchased the Card:

    Please note that it is an exchange control requirement that all unused foreign exchange is converted into Rand within 30 days of returning to South Africa. We recommend that you wait until 10 days after your last transaction before converting the currency on your Cash Passport back to Rand, to ensure that all your transactions have been processed, and so avoid overspending on your Card. You can withdraw the balance remaining on your Card at ATMs worldwide**, displaying the Mastercard® Acceptance Mark. Alternatively, you can take your Card back to a participating branch of the agent where you bought it and they’ll refund the balance.

    Even with a zero balance, your Cash Passport is still valid (until the expiry date on the front of the Card), and you can reload it for your next trip anytime. Just take your Cash Passport, a valid ID, your valid passport, proof of travel, proof of residence and payment to a participating branch of the location where you first purchased it, and they will reload the Card for you.

    Your Cash Passport is valid for at least three years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card.

    * Local Exchange Control Regulations issued in terms of the Currency and Exchanges Act 9 of 1933 and the provisions of the Financial Intelligence Centre Act 38 of 2001 apply.

    ** The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

    Please see ‘Where can I use the Card? FAQ to verify the list of countries and regions with restrictions.

  • What are the fees and limits of Cash Passport?

    Please click here for details of the fees and limits for your Cash Passport.

  • Where can I use the Card?

    You can withdraw local currency from ATMs worldwide.*

    Find your closest ATM using the ATM locator here.

    No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America.**

    *The Card is intended for use outside of South Africa and should not be used in the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia.

    **Transactions in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by the issuer.

    Please note: There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries or geographical regions, your request will be declined.

    The countries and geographical regions currently affected - are:

    Iran, North Korea, Sudan, Syria and Crimea.

  • How do I activate my Card?

    It may take up to twenty-four hours before your Cash Passport is automatically activated. Please make sure you sign the back of your Card immediately, using a ballpoint pen.

  • How do I reload my Cash Passport?

    Even with a zero balance, your Cash Passport is still valid (until the expiry date on the front of the Card) and you can reload it for your next trip anytime. Just take your Cash Passport, a valid ID, your valid passport, proof of travel, proof of residence and payment to a participating branch of the Purchase Location where you first purchased it and they will reload the Card for you.

    Your Cash Passport is valid for at least three years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card*. See your Terms and Conditions for more information on Cash Passport limits.

    * Local Exchange Control Regulations issued in terms of the Currency and Exchanges Act 9 of 1933 and the provisions of the Financial Intelligence Centre Act 38 of 2001 apply.

  • How do I register my Card online?

    To register your Cash Passport, go to the ‘My Account’ page on this website and register your card. You’ll be prompted to enter your primary Card number. If you have more than one Cash Passport card, please ignore the last digit on each one and pick out the Card with the lowest number. That’s your primary Card.

  • How can I check my balance, view my transaction history or change my PIN?

    You can manage these everyday aspects of your Cash Passport online, as soon as you’ve registered your Card at My Account, or you can call one of the Card Services numbers. Please note that you CANNOT change your PIN.

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

    If you have any queries about your 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 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 which 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 Claim Form. Please help them to help you by providing as much information as you can.

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

    You can download the dispute claim form by visiting the Contact Us section of this website.

  • What if my Cash Passport does not work at the ATM?

    Cash Passport should work in any cash machine*, displaying the Mastercard® Acceptance Mark.

    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 Cash Passport and if the amount is within the ATM’s issuing limit.

    * The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). - In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

    Please see ‘Where can I use the Card?' FAQ to verify the list of countries and regions with restrictions.

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

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted 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.

  • What if my Cash Passport is lost or stolen?

    Please contact Card Services immediately.

  • What if my Card hasn’t got all the money I need to buy something?

    If the merchant supports it, you can use your Cash Passport 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 to be deducted from your Card. The cashier should process your Cash Passport payment first, and then accept the remainder of the balance in whichever way you want to pay it.

  • What if my Cash Passport is declined?

    Please see What if you’re having a problem using your Cash Passport?

    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 authorize the payment.

  • What if you’re having a problem using your Cash Passport?

    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. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.

    - Check you are using the correct PIN. You can get a PIN reminder at any time by calling Card Services and selecting the PIN option.

    - Check that the merchant you are purchasing from or the ATM 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. Check that you have not exceeded the maximum daily amount that you can spend. 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.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

    Please see ‘Where can I use the Card?' FAQ to verify the list of countries and regions with restrictions.

  • What is pre-authorisation?

    Some companies (usually hotels or car hire companies) may ask you for your Cash Passport as “pre-authorisation” of your final payment. We don’t recommend you agree to this, because some of these companies may estimate your final bill and deduct money against that estimate for several days, during which you can’t access those funds for other things. You can, of course, use the Card to settle the final bill when it becomes due.

  • What are Dynamic Currency Conversion payments?

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

    If you use your Card in a country where the local currency is the same as the currency of your Card (e.g. using a US Dollar Cash Passport in the USA) and you opt to pay in South African Rand, this may result in a foreign exchange transaction at additional cost to you.

    If given the option, please opt out of the DCC service and choose to pay in the local currency - NOT SOUTH AFRICAN RAND - to avoid paying additional foreign exchange fees.

  • Is Cash Passport suitable for tips, service charges and other variable costs?

    When using your Cash Passport as payment at certain locations (including bars and restaurants), an additional amount (typically 10% - 20%) is automatically added as an anticipated service charge or tip, temporarily reducing the balance on the Card.

    When you use your Cash Passport to purchase fuel at an automated fuel pump, there must be a minimum balance of GBP 50 (or currency equivalent), on your Card. To make a telephone call, there must be a minimum balance of 10% of the cost of the call. This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the Card. If your actual service charge or tip is less than the additional amount added or you spend less than the minimum amount when purchasing fuel or paying for a telephone call, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the Card.

  • Can I use Cash Passport to make hotel reservations, rent a vehicle or set up my account onboard a cruise?

    It is not recommended to use your Cash Passport as guarantee of payment (for example at hotels or vehicle rental companies). 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. For this reason, and because of the potential amounts involved, we advise against using your Cash Passport to pre-authorise expenditure. You can of course use your Cash Passport to settle your final bill.  

    Cruise lines will not accept your Cash Passport for establishing an onboard spending account, when checking in, however your Card can be used in most instances to settle your final bill.

  • When my Cash Passport expires, what do I do?

    If you are planning to travel again but your Cash Passport has expired, just take your Card, a valid ID, your valid passport, proof of travel and proof of residence to any participating branch of the Purchase Location where you first purchased it and they can cashout any remaining funds on your old Cash Passport and load a new Multi-currency Cash Passport Card subject to availability. Please click here for participating locations where you can get a new Multi-currency Cash Passport.

    Alternatively, if you’re not planning to travel but your Card has expired, you can ask for your funds to be cashed out and refunded to you. Please enquire at to any participating branch of the Purchase Location where you purchased the Card.

  • How do I close my Cash Passport?

    If you would prefer not to keep your Card at the end of your trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from an ATM*, displaying the Mastercard® Acceptance Mark.

    Alternatively, you can cashout the balance at your initial purchase location where you bought your Cash Passport from.

    * The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Card? to verify the list of countries and regions with restrictions.

    Please see ‘Where can I use the Card? FAQ to verify the list of countries and regions with restrictions.