Q:How can I download the Cash Passport app?
A:You can download the app by visiting the Apple store (Apple devices) or the Google Play store (Android devices) and searching for Multi-currency Cash Passport.
Q:What do I need to do before I can start using the app?
A:You need to download the app and accept the terms and conditions when installing.
You also need to have a Cash Passport card purchased in the UK. If you have not registered your Card online, you will need to do so by selecting “New User” on the login screen of the app and entering the required information.
Q:Will the app time out or log me out automatically?
A:Because this is a financial services app, we take your security very seriously. The app will time out if it is not used for a few minutes, at which point you will need to log in again.
Also, if you switch to another app or if your phone returns to a screensaver whilst you are using the app, when you return to the app you will be prompted to enter 3 random characters from your password in order to re-authenticate yourself. You may also choose to log out completely from this screen.
Q:What is/how do I change my default currency?
A:Your default currency is the currency purse into which all e-banking reloads will be sent.
This can be changed via the settings menu on the app with immediate effect.
Q:Can I Top-up my Card using the app?
A:Watch this space. This is currently not available within the app, however it is coming soon.
You can still top-up via our website, or via e-banking. Click here to find out more.
Q:Why do some of my transactions not show a transaction amount?
A:When viewing your transactions list, some transactions may not show a transaction amount.
This is because they are top-ups, currency transfers or ATM fees imposed by the ATM provider.
The transaction amount can be viewed by selecting the transaction from the list. A popup will appear displaying more information about the transaction.
Q:What do I do if I have a problem with the app?
A:If you are receiving an error message, please check the following
1) You have purchased and registered your card
2) You have entered the correct login details
3) Your phone has sufficient signal to connect to the internet
If you are still having problems, please try again later or fully close and reopen the app. If you are unsure of how to do this, please refer to your device user guide or help section.
Q:Which devices will it work on?
A:The app is compatible with most up-to-date Android and iOS devices; please see below for details of supported platforms.
iOS - iPhone 3GS or above running iOS 5.0 and above.
Android - Galaxy Nexus (or equivalent handset) running Android 4.0.3 (Ice Cream Sandwich) and above.
Q:How do I log in to the app?
A:If this is your first time using your Card within My Account, you will need to register your Card by selecting the ‘new user’ option on the log in screen.
To log in to the app, you will need the email address you used to register your card, and the last 4 digits of your Card number. You will also be prompted for 3 random characters of your password at the second stage of log in.
Q:What can I do on the app?
A:You can view your balance and transactions, set your default currency and move money from one currency to another using the app.
Within the app, you can also find all of our contact details, should you need any assistance anywhere in the world.
Q:How do I move money between currencies?
A:To move money between currencies, select the ‘Transfer’ button from any purse or transactions screen.
You will then be prompted to enter details of the transfer you wish to make, up to the available balance on the purse you wish to deduct from. Once you have entered these details, select ‘Get Quote’ to retrieve a quote for your transaction. You can then accept the quote to complete the transaction, or decline the quote and return to the previous screen.
Q:Why are there no transactions displayed in my list?
A:If the transaction list is empty, please ensure you have selected a date range during which you made transactions.
The date range can be set by selecting the from and to dates at the top of either the purse or transactions screens.
Q:I am using the app on my iPad and it does not fill the screen, what do I need to do?
A:The app may load at a smaller resolution in the centre of the screen; you can easily expand the app to fill your entire screen by selecting the ‘2x’ button in the bottom right corner.
Q:Are there any special criteria for passwords on 'My Account'?
A:Yes, please make sure your password is between 6 and 8 characters.
We recommend that you also include at least one number or special character, or both.
When changing your password via the Mobile App, please ensure you only enter a maximum of 8 characters or you may have trouble signing in on your next attempt.