Frequently Asked Questions
What is Account Validation on the login page?
All banks must now use an additional layer of security called Strong Customer Authentication (SCA) to confirm your identity when you login. To authenticate you, we will send a One-Time Passcode (OTP) to your mobile phone number via SMS text.
What is a One-Time Passcode (OTP)?
A one-time passcode is an additional level of security that allows you to authorise online banking actions such as logging into your account and authorising an online purchase. A one-time passcode is sent to your mobile phone number via SMS text. Each passcode can only be used once and must not be shared.
I have not received my one-time passcode by SMS text.
This is probably because the mobile number we have for you is out of date or missing so please check your email for your One-Time Passcode as we'll try sending you the code via email.
Then, when you login to your account, make sure you update your mobile number so we can send the one-time passcode by SMS text next time. Mobile numbers must be entered as '+' country code, without the first zero eg: +447779123456
I have added a mobile number, but I am not getting an SMS text.
Mobile numbers must be saved in the international format using the ‘+’ sign, country code and dropping the first zero e.g. +447779123456.
I can’t login to my account; it says I will be sent a One Time Passcode but nothing received
Please get in touch with our customer service team by submitting a ‘contact-us’ form or calling +44 (0) 203 409 4432. Calls are charged at the standard UK geographic rate.
What if I don’t have a mobile number on my account?
In order to login, we need to authenticate you. If we cannot send you a one-time passcode, you will not be able to login. If you encounter issues updating your online account or you don’t have a mobile number, please call us on +44 (0) 203 409 4432. Calls are charged at the standard UK geographic rate.
Why am I unable to complete an online purchase using my QPay card?
If you shop online, to help protect you and your money from fraudsters, you may be asked to verify your purchase by entering a one-time passcode on the payment page.
One-time passcodes are sent to your mobile phone via SMS text. If we are unable to send you the SMS text, you will not be able to complete your online purchase so it’s important your mobile phone number is up to date.
How do I update my mobile phone number?
To update your mobile number, login to your account at www.mycardservices.co.uk, select ‘My Details’, add or edit your mobile phone number and select ‘Save’.
Your mobile number must be saved in the international format using '+', the country code and dropping the first zero e.g. +447779123456.
I have been asked to input a code to complete an online transaction.
To help protect you and your money from fraudsters, we’re asking you more often to confirm it’s really you when you use your card to shop online.
It’s not just us who’s doing this. Other regulated financial institutions in the UK have added extra security checks when you shop online. It’s part of what’s called Strong Customer Authentication (SCA).
Not all retailers will be ready for these changes. So, if you’re shopping online over the next few months, some of your payments may be declined. If this happens, it’s unlikely to be a problem with your card. The retailer should be ready soon and you can contact them to see if you can pay in another way.
What is 3D Secure?
3D Secure is an additional level of security to protect online purchases and prevent fraud. 3D Secure only applies to purchases made online and requires you to enter a one-time passcode on the payment page.
It’s important your mobile phone number is up to date in your online account as one-time passcodes are sent via SMS text.
Is my Mastercard® Prepaid Card like a normal bank debit card or credit card?
Your prepaid card is not a credit card, charge card or debit card. The Mastercard Prepaid Card is a prepaid card that carries a variable amount of money based on the amount loaded onto the card when it was issued or at a subsequent time after purchase.
Is there a need to sign an agreement?
No. By either signing the back of your Mastercard Prepaid Card, registering and activating it in this website, or using the card you have accepted the Card Terms and Conditions. Login to your account to view the terms and conditions.
What do I need to do when I receive my card?
You must sign your Mastercard Prepaid Card as soon as it is received. You must then activate and register it via the website before you can access your funds.
I have just received my card and it does not work, why?
You will need to register and activate your card when you receive it. Please head to Activate/Register at the top of the page and follow the on-screen instructions - you will need to enter the 16-digit card number.
If your card is already active and you are using it for the first time to pay as a contactless transaction, you must first do a Chip & PIN transaction for security reasons.
I have been asked to enter a PIN when paying by contactless; why?
For your security, from time to time we will ask you to enter your PIN to verify it's you using the card. Once the PIN has been entered, you can continue making contactless payments. You will also need to complete a chip and PIN transaction when you first receive the card before the contactless element is activated.
Why has my card stopped working?
This could be for a number of reasons. 1) Your card is damaged; 2) We have blocked the card for security purposes or on your instructions; 3) The card has expired - please check the expiry date on the card itself. 4) If it is the first transaction with your new contactless card, your first transaction must be Chip & PIN, for security reasons.
Do I receive a statement?
No. But you can view and print your transaction history by logging in to your online account. If you need older transaction history, please contact us.
How do I check my balance?
Login to your online account to check your current balance as well as view your transactions. You will be unable to check your balance at an ATM.
I need to return an item I have purchased
Each retail store has its own returns policy and will handle the returns in the same manner as any other Mastercard transaction. They may credit your prepaid card, provide a cash refund or a store credit.
What is the minimum age for a cardholder?
The minimum age is 18 years old.
How does my Mastercard Prepaid Card work?
To pay with your Mastercard Prepaid Card, simply put your card in the chip card reader, wait a few seconds while it's read, and enter your PIN when requested.
You can also use it to make contactless transactions simply by tapping your card on the point of sale terminal – but your first transaction must be Chip & PIN.
Your prepaid card is debited straight away and details of the transaction are stored online for you to reconcile with your receipt. There's no bill to pay at the end of the month and the dates, locations and amounts all appear in your online transaction history, so you can check them easily. You can use your Mastercard Prepaid Card to pay for all sorts of things in all sorts of ways, for amounts big or small (subject to available funds and card limits).
How do I get my PIN?
Login to your account and click ‘get PIN’.
How do I change my PIN?
If you want to change your PIN, just visit any high street Bank ATM (not Co-op) and access PIN services.
Where can the Mastercard Prepaid Card be used?
You can use the Mastercard Prepaid Card wherever there is a Mastercard Acceptance Mark, including shops, restaurants, supermarkets and via the telephone.
You may also be able to use it to make online purchases but this depends on the type of card you have; please check your cardholder terms and conditions for details of restrictions - login to your account to view these.
Can I withdraw cash at an ATM with my Card?
This depends on the type of card you have. Please check your cardholder terms and conditions for details of restrictions, limits and fees for your card. Login to your account to view these.
Can I use my Mastercard Prepaid Card online?
Yes, depending on the card restrictions for your type of card, you can use it wherever you see the Mastercard Acceptance Mark. Please check your cardholder terms and conditions for details of card restrictions. Login to your account to access these.
Will I earn interest on my Mastercard Prepaid Card balance?
No, you will not earn any interest on any funds on your prepaid card.
How do I cancel my Mastercard Prepaid Card?
Providing your card has not been activated and is in its original condition, you have a legal right to cancel your prepaid card for 14 days after you receive the card.
Under these terms and conditions, you also have the right to cancel your prepaid card at any time after this 14-day period. If your prepaid card is cancelled, we will immediately block your card so it cannot be used.
You will not be entitled to a refund of money you have already spent on transactions authorised or pending or any fees for use of the prepaid card before the card is cancelled or expires. The purchase price (if applicable) of your Mastercard Prepaid Card is never refundable. You can cancel your prepaid card by utilising the contact us details on the website.
We may also cancel your Mastercard Prepaid Card immediately if we suspect fraud or misuse of the card or we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can after we have taken these steps.
What happens if my card is lost or stolen?
You should treat your Mastercard Prepaid Card like cash in a wallet. If it is lost or stolen, you may lose some or all of your money on your card, in the same way as if you lost your wallet. As a result, you must keep your prepaid card safe and not let anyone else use it. If you are issued with a PIN, you must immediately memorise it and destroy the notification. You must keep your PIN secret at all times. Do not reveal it to anyone. We recommend that you check the balance on your Mastercard Prepaid Card regularly on the website.
If you lose your Mastercard Prepaid Card or it is stolen or you suspect that your card has been used by someone, you must tell us as soon as you can by reporting it lost or stolen via your online account or by calling our 24 hour helpline +44 (0) 203 409 2523. We will then cancel your prepaid card.
Is there a recurring fee for using my Card?
This depends on the type of card you have. Please check the cardholder terms and conditions for details of limits and fees for your card. Login to your account to view these.
How do I contact customer services?
Please use the ‘contact us’ form on the website or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).
Can I load funds to my Card?
No, your Card can only be loaded by the company who have provided you with the card.
Does my Card have any spending restrictions?
This depends on the type of card you have. Please check the cardholder terms and conditions for details of restrictions, limits and fees for your card. Login to your account to view these.
Can I use my Card in a different country?
Yes, you can use your Card everywhere you see the Mastercard Acceptance Mark. However, if you are using the Card to make purchase in a different currency, transactions will be subject to a foreign exchange fee. Please check the cardholder terms and conditions for details of fees, login to your account to view these.
What FX rate will I be charged on my transactions?
If you use your Card for a transaction in a currency other than the currency in which your card is issued, the transaction will be transferred from the Mastercard payment network to that of Mastercard International Incorporated and converted into the currency in which Your card is issued at a rate shown at https://www.mastercard.co.uk/en-gb/consumers/get-support/convert-currency.html
You can compare the rate being applied to your transaction with the rates published by the European Central Bank by using this link: https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html
This will allow you to readily identify any difference between the FX rate and fees applied by Us with the applicable ECB rate.
You will need to be aware of the 2.5% fee that we charge and will apply to all Foreign Exchange transactions.
I don’t recognise a transaction on my account. What do I do?
Use the ‘contact-us’ form to let us know. We will investigate and refund where necessary.
How long is my Card valid for?
You will find the expiry date on the front of your card.
What happens to the remaining balance on my Card when it expires?
This depends on the type of card you have. Please check the cardholder terms and conditions for details of redemption and fees for your card, login to your account to view these.
I want to close my Card account and request a refund of my balance
Please contact customer service who can help you. There may be a charge to close your account. Please check the cardholder terms and conditions for details of fees. Login to your account to view these.
I’ve forgotten my password.
Click 'forgot password' and follow the on-screen instructions.
I’ve forgotten my username.
Click 'forgot username' and follow the on-screen instructions.
How do I change my online account password?
Login to your account, click ‘My Details’ and select 'change password' located at the bottom of the page and follow the instructions.
I've moved house. How do I update my details?
Please contact customer services to change your address.
Are the funds on my card covered by the Financial Services Compensation Scheme (FSCS)?
No. As the card is an e-money product it is not covered by the Financial Services Compensation Scheme (FSCS).
As a responsible e-money issuer, Payrnet Limited ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Prepaid Card. In the event that Payrnet becomes insolvent funds that you have loaded which have arrived with and been deposited by Payrnet are protected against the claims made by creditors.
How do I get a replacement Card?
You can request a replacement card by contacting us. We may charge a fee for the replacement card. Please check the cardholder terms and conditions for details of fees. Login to your account to view these.
What are transaction text message alerts?
With transaction alerts, you know what your money is doing 24/7. An alert is automatically triggered and sent to your mobile number whenever your card is used. This way, you can detect fraudulent activity, anytime and anywhere.
Login to your account and click 'Settings' to switch alerts on. Make sure we have the correct mobile number saved for you - click 'My details' to check.
When trying to pay, the terminal said ‘card not supported’ when I tried a contactless transaction. Why?
For security reasons, your first transaction with the card must be a Chip & PIN transaction.
I’ve blocked my PIN, what do I do?
If your PIN has been blocked please contact customer services who will be to assist you.
Will I be charged extra for using contactless?
No, there is no extra charge for making a contactless payment.