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Frequently Asked Questions

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.

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.

What happens if 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 or over.

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. 
If your card has a contactless symbol printed on the front, 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, online or on the telephone. Before using your prepaid card you need to make sure there are enough funds available. You will not be able to use your prepaid card after its expiry date.

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, 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 card safe and not let anyone else use it.
If you lose your 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 logging into your account and clicking the 'lost/stolen' button and following the instructions. Alternatively you can call our 24 hour lost/stolen line +44 (0) 203 409 2523 (calls charged at the standard geographical rate, may be higher from mobiles). We will then cancel your prepaid card.

Is there a recurring fee for using my Card?

No. 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?

No, you are only restricted by the balance held on your Card.

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.

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?

You can redeem your balance by contacting us via the website contact us form. You may be charged a fee to cover redemption costs if you redeem your balance. Please check the cardholder terms and conditions for details of fees, 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 will 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?

Login to your account, select ‘My Details’, update to your new details and save.

Are the funds on my card covered by the Financial Services Compensation Scheme (FSCS)?

No, because the card is an e-money product it is not covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that Wirecard Card Solutions Ltd becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.

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.

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.

Why have I been asked to enter my PIN when making a contactless transaction?

From time to time, you will be asked to confirm your PIN when making a contactless transaction. This is for your security.

What is a contactless payment?

Contactless payments allow you to make a quick and easy low-value payments by tapping your contactless card on a payment terminal without entering your PIN. In the UK, the maximum contactless transaction you can make is £30.

Will I be charged extra for using contactless?

No, there is no extra charge for making a contactless payment.