FAQs

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

    A:Multi-currency Cash Passport is a chip and PIN protected prepaid Mastercard® currency card.

    You load your travel money onto it in advance in up to 7 different Currencies, and then use it in millions of cash machines to access your money quickly and safely. You can also pay for goods and services online and in store worldwide.

  • Q:How do I retrieve 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:How does 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 if my Multi-currency Cash Passport is lost/stolen/damaged?

    A:24/7 Global Assistance will get you back in control of your money.

    Instructions are available here.

  • Q:How do I close my 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.

    Alternatively, you may redeem the balance of any unspent funds on your Multi-currency Cash Passport (less the applicable Cashing out fee) through Card Services, at any time. You may be required to provide identification. 

    When redeeming the balance of any unspent funds through Card Services, payment will only be made to a UK bank or building society account in your name.

  • 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.

  • Q:How do I change my PIN?

    A: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:The Multi-currency Cash Passport is chip and PIN protected.

    To reduce the threat of fraud, your 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.

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

  • Q:When my Multi-currency Cash Passport 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.

    To cash out and close, please call Card Services.

  • Q:How do I get an Additional Card?

    A:For peace of mind on your holiday, you can get an Additional Card and use it as a backup.

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


Using Your Card

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

    A:

    Please click here for full details of the fees and limits.
  • Q:Where can I use Multi-currency Cash Passport?

    A:Your Multi-currency Cash Passport can be used to withdraw money from cash machines worldwide.

    To check their location, visit the cash machine locator. You can also use your Card to pay online and in store.

    You can still use your 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 any transactions in a currency other than the Currencies loaded on the Card will be exchanged to the Currencies on the Card, 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 and geographical 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 and regions currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea.

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

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

    1. If you purchased your Card online, you need to activate it before it will work. Your Card will have a sticker with instructions about how to do this.

    2. Check you have enough money on the Card for the purchase you wish to make.

    3. Check you are using the correct PIN. The 'How do I? Can I?' section advises you how to get a reminder.

    4. 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.

    5. 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 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 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 Multi-currency Cash Passport with?

    A:The Multi-currency Cash Passport can be loaded with GBP only, which will either be added to your GBP Currency, or converted into up to 9 additional Currencies

    including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate determined on the day you load your Card. 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:Can I use my 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) at any merchant that accepts Mastercard Prepaid.

    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 the exchange rate used. 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.

    Multi-currency 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.

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

    A:Even with a zero balance, your 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.


Transactions

  • 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.

  • 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%

    Taxis and limousines

    20%

    Telecommunications services

    GB£10    EU€12    US$15    AU$15    CA$68    NZ$20    ZAR125

    Automated fuel dispensers

    GB£50    EU€57    US$75    AU$75    CA$78    NZ$99    ZAR6125

     

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

  • Q: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?

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

    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%

    Taxis and limousines

    20%

    Telecommunications services

    GB£10    EU€12    US$15    AU$15    CA$68    NZ$20    ZAR125

    Automated fuel dispensers

    GB£50    EU€57    US$75    AU$75    CA$78    NZ$99    ZAR6125

     

    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 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 Card 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). 

  • 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.

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

    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%

    Taxis and limousines

    20%

    Telecommunications services

    GB£10    EU€12    US$15    AU$15    CA$68    NZ$20    ZAR125

    Automated fuel dispensers

    GB£50    EU€57    US$75    AU$75    CA$78    NZ$99    ZAR6125

     

    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: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%

    Taxis and limousines

    20%

    Telecommunications services

    GB£10    EU€12    US$15    AU$15    CA$68    NZ$20    ZAR125

    Automated fuel dispensers

    GB£50    EU€57    US$75    AU$75    CA$78    NZ$99    ZAR6125

     

    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.


'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, 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:

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