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 issue.

To pay with your card in-store, simply tap the payment terminal to pay contactless or put your card in the terminal and enter your PIN when requested. Or use it to make purchases online or over the phone, using the card details printed on the card.

Your 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 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).

No. By either signing the back of your Mastercard Prepaid Card or using your card, you have accepted the Card Terms and Conditions. Login to your account to view the terms and conditions.

You must sign your Mastercard Prepaid Card as soon as it is received. If you have a virtual card, there is nothing to sign.
You must then activate and register it via the website before you can access your funds.

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. 

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 to your mobile phone number via SMS text. 

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.

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 or make online purchases. 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.

Mobile numbers must be saved in the international format using the ‘+’ sign, country code and dropping the first zero e.g. +447777123456.
If you still encounter issues, please call us on 0203 409 4432 (calls are charged at the standard UK geographic rate).

Please get in touch with our customer service team by submitting a ‘contact-us’ form or calling 0203 409 4432. Calls are charged at the standard UK geographic rate.

To update your mobile number, login to your account, 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 ‘+’ sign, country code and dropping the first zero e.g. +447777123456.

3D Secure (3DS) 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.

If you shop online, 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 on our system. Go to the ‘My Details’ to check the number we have saved for you.

This could be for a number of reasons, the most common reasons are:
1) There are insufficient funds on your card;
2) Your card is damaged;
3) We have blocked the card for security purposes or on your instructions;
4) The card has expired - please check the expiry date on the card itself. 
If you are certain it is not any of these reasons, please contact customer services or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).

No. However you can view your current balance and transactions free of charge through the website and choose to print out your latest transaction history. You can also contact customer services for more information about your transactions or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).

Login to your account to check your current balance, for free.

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.

Login to your account and click ‘get PIN’.

For security, your card is set-up with contactless counters. You will be asked to enter your PIN after you make 5 contactless transactions or you spend €150/£125, whichever happens first. Once the PIN has been entered, the contactless counter is reset again. You will also need to complete a chip and PIN transaction when you first receive the card before the contactless element is activated.

If you want to change your PIN, just visit any high street Bank ATM cashpoint and access PIN services. Do not use Co-op or other standalone cashpoints.

If your PIN has been blocked please contact customer services via the online form or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).

The minimum age is 18 years old or over.

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 loaded on it. You will not be able to use your card after its expiry date.

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. To update your communication settings, login to your account. 

Contactless payments allow you to make 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 is £45.

For security reasons, your first transaction with the card must be a Chip & PIN transaction.

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

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.

Yes, you can use it online, providing you pass the 3D Secure (3DS) security check.

This depends on the type of card you have. Please check your cardholder terms and conditions for details of any restrictions. Login to your account to view these.

No, you will not earn any interest on any funds on your 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. You can cancel your prepaid card by contacting customer services via the online form or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).

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. 

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 are issued with a PIN, you must immediately memorise it. 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 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 or by calling our 24 hour helpline 0203 409 2523 (calls charged at the standard geographical rate. may be higher from mobiles). We will then cancel your prepaid card.

You can request a replacement by contacting us via the online form or call 0203 409 4432 (calls charged at the standard geographic rate, may be higher from a mobile).
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.

No. Please check the cardholder terms and conditions for details of limits and fees for your card. Login to your account to view these.

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).

No, your Card can only be loaded by the company who have provided you with the card.

Please check the cardholder terms and conditions for details of restrictions, login to your account to view these.

Yes, you can use your Card everywhere you see the Mastercard Acceptance Mark. However, if you are using the Card to make purchases 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.

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 using the following example, which is based on data obtained from 30/4/2020:

You will need to be aware of the 2.5% fee that we charge and will apply to all Foreign Exchange transactions.

Go to the Mastercard link https://www.mastercard.co.uk/en-gb/consumers/get-support/convert-currency.html and select the date of your transaction.

These rates change on a daily basis at 14:05 USA Central Time Zone and last for 24 hours. The time difference with Central European Time is typically +7 hours (there may be seasonal differences due to Summer Time Daylight Saving) meaning they would typically be set at 9:05 PM CET. So, for example, if your transaction took place on 1st May 2020 at 12:00 noon CET, this would convert to a date and time of 1/5/2020 03:00 AM USA CTZ. This would be covered by the rate set on 30/4/2020 covering the period 30/04/2020 14:05 PM CTC to 01/05/2020 14:05 PM CTZ (30/4/2020 9:05 PM CET to 01/05/2020 9:05 PM CET) so you would in this instance select the rate for the 30/4/2020.

Input any fee you have been advised of that applies to the transaction, select the relevant currency for the transaction, for example Great British Pound, and the currency of your card, for example EURO.

Enter the value of the transaction into the ‘Transaction Amount’ field and press the ‘Calculate’ button.

The amount charged will be shown under the ‘Your Card Currency Amount’ heading and displayed will be the rate applied. This will for example display in the format 1 GBP = 1.186 EUR

You can compare this rate by using the link: https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html. This shows the exchange rate of the Euro against a number of currencies.

Click on the required currency (GBP in our example) and the current day’s rate is shown at the top of the screen along with a graph and table of previous rates. This can be displayed in either EUR to GBP or GBP to EUR format, in our example you would select GBP to EUR and would see a rate such as 1 GBP = 1.186 EUR. The historic rates can be obtained by Clicking on the shown graph. The ECB rate shown can now be readily compared with the rate obtained from the Mastercard site.

To establish the difference as a percentage of the ECB rate, please complete the following calculation:

- Deduct the ECB rate from the returned Mastercard value. In our example this would be 1.186 – 1.1507 = 0.0353 difference.

- Divide the difference by the ECB rate, in our example this would be 0.0353/1.1507 = 0.030677.

- This can be converted to a percent by multiplying by 100 so that the rate difference in this example is 3.0677%.

Use the ‘contact-us’ form to let us know. We will investigate and refund where necessary.

You will find the expiry date on the front of your card.

Any remaining balance is returned to the company who provided you with the card upon expiry.

The money on your card remains the property of the company who provided you with the card and you cannot request a refund.
To close the card, 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.

Click the 'forgot password' link on the login page and follow the on-screen instructions.

Click the 'forgot username' link on the login page and follow the on-screen instructions.

Login to your account, click ‘My Details’ and select 'change password' located at the bottom of the page and follow the instructions. 

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

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 the issuer becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.