FAQs - Help

  • Q:How can I contact Card Services?

  • 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 questions about your Multi-currency Cash Passport Prepaid MasterCard balance or you notice a Card transaction that you do not recognize, please notify the 24-hour Card Services team as soon as possible, or in any event within 60 days 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 unrecognized 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:What if my Multi-currency Cash Passport Prepaid MasterCard is lost/stolen/damaged?

    A:Call Card Services right away.

    We have a dedicated 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:When my Multi-currency Cash Passport Prepaid MasterCard expires, what do I do?

    A:You can either move your money to a new Card, or cash out the balance (subject to fees) and close your Multi-currency Cash Passport Prepaid MasterCard.

  • Q:How do I retrieve my PIN?

    A:You can get a PIN reminder by calling Card Services and select to have your PIN played back to you 24 hours a day, 7 days a week.

    Simply select the PIN option and retrieve your PIN by answering the security questions.

    Click here for Card Services numbers. Please note, you cannot change your PIN.

  • Q:What if I have a problem using my Multi-currency Cash Passport Prepaid MasterCard®?

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

    • Check that you have enough money on the Card for the purchase or withdrawal you wish to make.
    • Check that you are using the correct PIN. You can get a PIN reminder by calling Card Services on (877) 856-2471 in the US (click here for alternative numbers) and have your PIN read back to you.
    • Check that the merchant you are purchasing from accepts Debit MasterCard®, Maestro® or Accel™.
    • Your Card has maximum limits on how much you can withdraw or spend. For example, you cannot withdraw more than 1,000 USD from ATMs in a 24-hour period. Please see the Fees and Limits tables for additional limitations. Additionally, 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:If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance (assuming it is within the ATM's issuing limits) from an ATM displaying the MasterCard or Maestro® Acceptance Mark or Accel™ logo.

    Or, if you prefer, you may take your Multi-currency Cash Passport Prepaid MasterCard (and valid photo ID) back to a participating US branch of the Purchase Location and they will refund your remaining balance, less any fees. Payment will be in US Dollars and the exchange rate (if applicable) will be applied by the branch. Please note: not all branches will offer this service.

    Alternatively, you can call Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a US bank account in the name of the registered cardholder only. Please see your terms and conditions for more information.

  • Q:How do I get an Additional Card?

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

    Please note that Additional Cards must not be given to anyone else to use. See the Card terms and conditions for more information.


Using Your Card

  • 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 at ATMs worldwide displaying the MasterCard or Maestro® Acceptance Mark or Access™ logo to access your money quickly and safely.

    You can also pay for goods and services online and in store, wherever Debit MasterCard, Maestro or Accel is accepted.

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

    A:Yes, you can use your Multi-currency Cash Passport Prepaid MasterCard to shop online (within the limits and restrictions of your Card) from 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:How can I check my balance(s) and move money between Currencies?

    A:

    You can check your balance(s), view your transaction history and move money between Currencies as soon as you've registered your Card in 'My Account'.

  • Q:What Currency can I use to load my Multi-currency Cash Passport Prepaid MasterCard?

    A:Your Card can only be loaded or reloaded using US Dollars.

    Your USD will be converted, at an exchange rate determined on the day, and loaded into (up to) 6 additional Currencies; British Pounds Sterling, Euros, Canadian Dollars, Australian Dollars, Japanese Yen and Mexican Pesos. 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:What if I don’t have enough of the Currency I need to pay for a transaction?

    A:The great flexibility and added functionality of Multi-currency Cash Passport Prepaid MasterCard® 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:

    US Dollars, British Pounds Sterling, Euros, Canadian Dollars, Australian Dollar, Japanese Yen and Mexican Pesos.

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

    A:The Multi-currency Cash Passport Prepaid MasterCard is chip and PIN protected, for even greater security.

    To reduce the threat of fraud, your Multi-currency Cash Passport Prepaid MasterCard is completely separate from your personal bank account.

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

    A:No, cash back is not available on your Card.

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

    A:Your Card can be used to withdraw money from over 2 million ATMs worldwide displaying the Mastercard or Maestro® Acceptance Mark or the Accel™ logo.

    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 Debit Mastercard, Maestro or Accel is accepted.

    Multi-currency Cash Passport Prepaid Mastercard can be used 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, British Pounds Sterling, Euros, Canadian Dollars, Australian Dollars, Japanese Yen and Mexican Pesos, 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 Prepaid Mastercard cannot be used. If you attempt to withdraw cash from an ATM, 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'.

    Currently, Multi-currency Cash Passport Prepaid Mastercard cannot be used in: Albania, Belarus, Cuba, Democratic Republic of the Congo, Iran, Iraq, Lebanon, Libya, North Korea aka Democratic People’s Republic of Korea, Nicaragua, Somalia, South Sudan, Sudan, Syria aka Syrian Arab Republic, Turkey, Venezuela, Ukraine, Yemen, Zimbabwe.

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

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

    A:Multi-currency Cash Passport Prepaid MasterCard is a convenient and smart way of carrying your travel money overseas, offering the peace of mind and flexibility you want from a travel card.

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

  • 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 reload it 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 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 Card 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 rental companies may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.

  • 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 MasterCard 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.


'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(s), move money between Currencies and review your transaction history.

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

    A:You can check your balance(s), 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:You will need your full 16 digit Card number every time you log into ‘My Account’.

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


Transactions

  • 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 $75 or currency equivalent

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

  • 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

    $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$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 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.

  • 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 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 authorized by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee). 

    Please also see the 'Using the Card' sections 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.

    Merchant category

    Tolerance (% of the authorised amount)

    Bars (or other similar drinking places)

    20%

    Restaurants (or other eating places)

    20%

    Automated fuel dispensers

    $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, 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.

  • Q:What if I’m offered to pay in USD while I’m abroad?

    A:When abroad, you may get the choice of paying in American Dollars (USD) rather 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 you do not have enough funds in the local Currency on your Card, the balance will be taken from another Currency on your Card, in the following order of priority: USD, GBP, EUR, CAD, AUD, JPY and MXN, at an exchange rate determined by MasterCard on the day the transaction is processed, increased by a foreign exchange margin determined by us (see the Fees and Limits section for more details).

  • Q:What is pre-authorization?

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

    When you use your Card as a deposit with car rental companies, hotels or cruise lines, they may require authorization of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorization will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorizations in which case the funds could be unavailable to you for a period of time. You can of course use your Card to settle your final bill.