Lost, stolen or damaged cards
Lost, stolen or damaged Cards must be reported to Card Services immediately so that your travel money is protected.
The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Multi-currency Cash Passport goes missing, call Card Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions). Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability2.
2 The emergency cash service may not be available in every country - depending on the availability of the money transfer network.
Please click here, to find details on how to contact the 24/7 Card Services helpline by phone.
If you notice any transactions on your Multi-currency Cash Passport that are incorrect or that you don't recognise, please call the 24 hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.
If you have two Cards linked to the same funds and you lose one of them, you can still access your travel money by using the other Card. Please be aware that you must still call Card Services immediately so that they can block the lost Card. You should also make sure that you keep your PIN separate from the Additional Card at all times.
If both your Multi-currency Cash Passports are lost, stolen or damaged, Card Services can arrange for a Replacement Card, and, if necessary, start the procedure for disputing unauthorised transactions. In an emergency situation they may arrange for funds, up to the available balance on your Card, to be sent to you via a global money transfer network, free of charge and usually available within 2 hours (up to 24 hours in more remote locations) and subject to availability in the relevant location.
If you have any general queries, or want to pass on any comments about using your Card, please get in touch at Cardservices_prepaid@mastercard.com or via fax +44 (0) 208 610 4819.