Q:What are the fees and limits?
Please click here for full details of the fees and limits.
Q:Oops, I’ve forgotten my PIN. What do I do?
A:You can get a PIN reminder by selecting the 'PIN reveal' option in My Account.
Alternatively, our Card Services team is here to help. Simply call our automated Card Services on 0800 056 0572 option 11, option 2, enter your details when prompted and a PIN reminder will be available securely over the phone.
If you want to make your PIN more memorable, you can change it at participating UK cash machines.
Q:Hey, I didn’t buy that!
A:Your Cash Passport benefits from the best of MasterCard’s secure technology to protect your money, however, if you find yourself thinking ‘I don’t remember buying that’ or just want to check a transaction, call our Card Services team immediately or in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you. We do suggest you check your transaction history regularly, just to be on the safe side.
If there is a transaction which 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:I no longer need my Card, how can I get my money back?
A:Our Cards are designed so they can be used for multiple trips and for use at home, however, if you no longer require your Cash Passport, you can close (Cash Out) your account by calling our Card Services team.
Don’t forget, your Card is re-useable. Why not start putting money aside for your next trip?
Q:Can I use a cash machine to check my balance?
A:It’s best to use your My Account or mobile app to view balances. You can use a cash machine, however, it will only show you the total of all Currencies, not each individual Currency balance and may not be up to date due to exchange rates differing or transactions still to clear.
Q:I’ve lost my Card or it’s been stolen. What now?
A:Don’t panic, give our Card Services a call immediately, they will be able to cancel your Card and order a new one. Should you need it, as long as you had some money left on your Card, they can also get some of your cash to you to tide you over until your new Card arrives- as long as you are close to one of our money transfer branches.
Q:Help, my Card has been declined!
A:We all hate that feeling when you are standing there and your Card is declined. A few things to check before calling us; do you have sufficient available funds? If not, top up. Not that, check that where you are accepts MasterCard Prepaid. For security reasons, your Card also has daily limits, which you may be over, see the limits table. Call us at any point and we can help.
Top up online and your account is updated in real time.
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.