Frequently Asked Questions


How do I activate my card?

To activate your card go to the cardholder website shown on the back of your card and click on the Register Card section. You will require your card number, card expiry date, post code and date of birth or reference communicated to you. Alternatively you can call our customer service team on the telephone number shown on the back of your card. During the register card process you will be asked to complete your personal details, create a username and password (this must be a minimum length of 6 characters) and a 6 digit secure code. You may want to make a note of these as you will need them in the future. Following your registration you will be taken to the My Cards section where you can activate your card and view your card’s PIN number. You must activate your card before you can use it.

Where can I use my prepaid card?

It depends on your card's scheme. Please register or log in to this site and we will give you full details of where you can use your card.

How do I know what my balance is on my prepaid card?

You can see your balance on the My Cards section of the website. Alternatively you can call our automated 24/7 helpline on the number on the back of your card or send an SMS to retrieve your balance.

How do I contact a member of customer services?

You can call us on the number on the back of your card - Monday to Friday 9am to 5pm or you can email us at [email protected]. The Lost and Stolen service is available 24 hours a day, 7 days a week.

How do I use it?

Your prepaid card is used like any debit card both in stores and on-line. In stores your PIN number is required and on-line the last three digits on the card reverse are required to complete a transaction.

Can I use my prepaid card at ATM’s?

If your card is Chip and PIN you can use your card in any ATM displaying the Visa logo to change your PIN but not to obtain cash (unless specifically communicated to you) or check your card balance and you risk losing your card if you attempt to do so.

How do I change my PIN?

You can change the PIN number allocated to your card to something more memorable by taking your card to an ATM, selecting PIN Services, and then Change PIN.

I input the wrong PIN at the ATM too many times and now my card is blocked?

Please contact the customer service team using the number on the back of your card, who will be able to perform an unblock and order a PIN reminder should you require it.

How do I change my password?

If you go into the change password section of the website you will be prompted to enter the current password and then you will be able to enter a new password.

What if I forget my username or password?

If you forget your username or password click on Forgot username/password? in the Sign in section of the website and enter your card number and expiry date. A new password will be sent to the email address you disclosed when you registered. If you do not have access to that email address then please ring us on the number on the back of your card.

I have forgotten my PIN. What do I do?

To retrieve your PIN number you can go online or ring us on the number on the reverse of your card and follow the instructions for PIN retrieval. Please note that you will be asked to enter your 6 digit secure code as part of the PIN retrieval. If you do not know your 6 digit secure code then ring our customer service team on the number on the reverse of your card and we will reset it for you.

I have lost my prepaid card/had it stolen, what should I do?

If you lose your card or have it stolen you must inform us as soon as possible so we can block the card. There are two ways to contact us: Contact customer service on the number on the reverse of your card and follow the menu options (24 hour service) Or click on Lost or Stolen in the My Cards section of the website. Your last 5 transactions will be displayed and if you recognise them click Yes. You will then be given two options: you can temporarily block your card until it is found or permanently block your card and order a new card. Both options may incur a charge. If you do not recognise the 5 transactions displayed click No at which point your card will be blocked and you will need to contact customer service on the number on the reverse of your card.

I need to change my personal details, how do I do this?

If you go into the My Details section you will be able to update your profile.

I am expecting some funds to be paid to my card but they are not there!

Please be aware that the funds may not appear on your card balance until 10.30am on the day that they are due. If they are still not on your card after this time please contact us on the number on the reverse of your card - Monday to Friday 9am to 5pm GMT time or email us at [email protected] and we will investigate for you.

My transaction did not go through but the money has still come off my balance!

This is most likely due to retailer staff error. You can return to the store and ask them to complete or cancel the transaction correctly. Alternatively, you can ask the retailer to contact us via Email at [email protected] with details of the transaction (time, date, amount), proof of the declined transaction, your card number and the Authorisation code for the transaction. Upon receiving this confirmation we will be able to release the funds. Otherwise if the transaction is not settled after 10 working days the money will automatically return to your card.

There is £1 missing from my balance and I do not know what this is for?

Some online merchants will take £1 (or €/$ equivalent where applicable) off your card balance as a check of the card’s validity. If the transaction is completed successfully then the £1 should be refunded immediately. If the transaction was not successful then the £1 debit may remain but this will be credited back to your card after 10 working days.

I returned an item for a Refund but it is still not showing on my card balance?

Please be aware that when a retailer makes a refund to your card, it can take up to 10 working days for the credit to be added to your card balance. Please ensure you check your current balance before going shopping.

My card keeps declining, what should I do?

This may be due to a block that has been put on your card, most likely due to incorrect PIN entries (if your card is Chip and PIN) or retailer error. To unblock your card you must first insure you are using the correct PIN number. Take your card to a cash point, select the PIN Services option and then select Unblock PIN. If this does not work, please call the number on the reverse of the card to speak to customer services.

What happens if the item I wish to buy is more than the balance on my prepaid card?

Some retailers will accept part-payment using your card but this is entirely at their discretion. The remaining balance can be paid using any of the retailers accepted payment methods. Please ensure you tell the cashier how much to take off your prepaid card beforehand so that they only process the transaction for the specified amount. Remember if you try to spend more than the balance available on your prepaid card it will be rejected at the till. NOTE – Part payments are not possible for online transactions on most websites.

How do I get money added to my card?

Please contact your card provider for further information.

What do I do if my card expires?

Subject to the card provider’s approval you will be sent a new card. When you are issued with a new card, you will have to activate it, as you did with your previous card, and a new PIN number will be issued.

Internet and telephone shopping – address details?

When shopping online or over the phone, you should give the same cardholder address as the address to which your card is registered. You can check or update your address by going to the My Details section of the website.

What are the 3 digits on the reverse of my card for?

For Internet and telephone orders you may be asked for the card security PIN or ‘cv2’ number. These are the last 3 digits printed on the signature strip on the reverse of your card.

Usage limitations

Your prepaid card requires online ‘real time’ authorisation. Some merchants do not carry out real time authorisation for certain types of transactions or transactions below a specific value. Examples include: reserving a rental car, booking train tickets up to a specific value and reserving a hotel room - however you can use your card to settle the bill at the end of your stay. Therefore it is vital that you check your balance before you shop and ensure that you only spend up to your current balance.

Website limitations

The prepaid card website is designed to be used on Internet Explorer version 8 or above. You can download the latest version of Internet Explorer by clicking on this link. You may experience compatibility issues using other internet browsers such as Opera, Safari and Firefox and also on Apple Macs.

Can I use my prepaid card for ‘cashback’ at the till?

No you cannot use your card to obtain cash back – your card will be declined if attempted.

Can I use my prepaid card to pay for fuel at automated petrol pumps?

Yes but the following rules apply: First transaction only allowed if card has £50 availability, otherwise declined. Second transaction only allowed if card has £100 availability, otherwise declined. Third transaction only allowed if card has £150 availability, otherwise declined. Maximum daily transactions allowed are 3, any more will decline.

Can I use my card abroad?

Should your scheme allow your card can be used anywhere in the World, wherever you see the VISA sign. When travelling abroad, you may wish to inform our cardholder services team by calling the number on the reverse of your card, so that the transactions are not deemed as suspicious. Please bear in mind, when performing a transaction in an alternative currency, there will be a currency conversion & FX Fee applied (please refer to the ‘Card Charges’ in the ‘Terms & Conditions’ section of this site for FX charges).

What do I need to do to register a complaint?

Please see our complaints procedure Here