FAQs

Help

  • 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 Travelex Multi-currency Cash Passport is chip and PIN protected.

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

  • Q:How can I contact Card Services?

    A:

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

  • Q:How do I close my Travelex 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.

    Or, if you prefer, you may take your Travelex Multi-currency Cash Passport (and valid photo ID) back to a participating UK Travelex store and they will refund your remaining balance, less any fees. Payment will be in British Pounds Sterling and the exchange rate (if applicable) will be applied by the store. Please note: not all Travelex stores will offer this service.

    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) leftover funds to charity.

  • Q:I already have a single currency Cash Passport. Can I swap it for a Multi-currency one?

    A:Phone Card Services to find out if you can transfer your funds from a single currency Card to a Multi-currency Cash Passport or for more information on how to obtain a Multi-currency Cash Passport.

  • Q:What happens if I've forgotten my PIN?

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

    A:

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

  • Q:What if you’re having a problem using your Travelex Multi-currency Cash Passport?

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

    1. Check that you have enough money on the Card for the purchase you wish to make
    2. Check that you are using the correct PIN. You can get a PIN reminder by phoning Card Services and have your PIN read back to you.
    3. 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.
    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.

    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: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: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.


Using Your Card

  • Q:How does Travelex 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 to access your money quickly and safely. You can also pay for goods and services online and in store worldwide.

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

    A:

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

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

    A:Your Travelex Multi-currency Cash Passport can be used to withdraw money from over 2 million cash machines worldwide displaying the MasterCard® Acceptance Mark.

    To check their location, visit the MasterCard 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 Travelex 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, ZAR, TRY, CHF and AED, at an exchange rate determined by MasterCard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

    There are a number of countries / 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, 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.

    Other sanctions/restrictions may apply - please refer to the H.M. Treasury website at http://www.hm-treasury.gov.uk/fin_sanctions_role.htm for more details.

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

    A:Even with a zero balance, your Travelex 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 you’re having a problem using your Travelex Multi-currency Cash Passport?

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

    1. Check that you have enough money on the Card for the purchase you wish to make
    2. Check that you are using the correct PIN. You can get a PIN reminder by phoning Card Services and have your PIN read back to you.
    3. 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.
    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.

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

    A:Travelex Multi-currency Cash Passport can be loaded or reloaded using British Pounds Sterling.

    Your Pounds Sterling will either be added to your Sterling Currency, or converted, at an exchange rate determined by the Travelex store where you load it, and loaded into (up to) 9 additional Currencies; Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Swiss Francs, Turkish New Lira and Emirati Dirhams. You can move money between the Currencies on your Card, at your convenience, 24 hours a day, 7 days a week via ‘My Account’.

  • Q:How does the Travelex Multi-currency Cash Passport compare to credit and debit cards?

    A:Multi-currency Cash Passport is a convenient and safe way of carrying your travel money overseas, offering all the peace of mind and security you need from a travel card.

    Pre-loading your Multi-currency Cash Passport gives you more control of your travel budget than a standard debit or credit card and with fixed cash machine fees and no transaction fees on purchases, it's easier to manage your overseas spending.

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

    A:Your default Currency is the Currency you set in ‘My Account’, for example before you top up your Card via internet banking; this is where we will allocate your money.

    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 Travelex 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) from any merchant that accepts MasterCard Prepaid.

    By using your Travelex 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.

    Your Travelex 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 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:What if my Travelex Multi-currency Cash Passport is lost/stolen/damaged?

    A:Call Card Services straight away.

    We have a dedicated, UK-based team of friendly and expert staff ready to help you 24 hours a day, 7 days a week. We won’t leave you stranded and, subject to availability in the relevant location, can offer emergency cash (up to the balance of your Card) or a Replacement Card. 

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

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


Transactions

  • Q:What if I don’t have enough of the Currency I need?

    A:The great flexibility and added functionality of Multi-currency Cash Passport means that as long as you have more than one Currency loaded, the Card will automatically select the next available Currency, in the following order:

    British Pounds Sterling, Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Emirati Dirham, Swiss Franc and Turkish Lira. The search will automatically begin from British Pounds Sterling.

    If you have insufficient funds of the Currency you need, or you do not have the currency of the country you are visiting on your Card, you can still use the Card to make a payment. The Multi-currency Cash Passport will automatically convert the amount of the transaction from local currency into the Currency (-ies) available on your Card, in the order described above, at an exchange rate determined by MasterCard on the day the transaction is processed, increased by a foreign exchange fee (see the Fees and Limits section for more details).

  • 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 Travelex 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. (Please note that Card transactions can only be queried up to a maximum of thirteen (13) months of the transaction debit date). Card Services 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 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) 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 Travelex Multi-currency Cash Passport?

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

  • 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.

  • Q:Can I use my Travelex 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) from any merchant that accepts MasterCard Prepaid.

    By using your Travelex 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.

    Your Travelex 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: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.

    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 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 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 British Pounds Sterling 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 conversiGBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED, 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: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)

    20%

    Restaurants (or other eating places)

    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.


My Account

  • Q:What is 'My Account'?

    A: 'My Account' is an online Card management area where, once you have registered your Travelex 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:

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

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