Get help

Email: cardservices_prepaid@mastercard.com

Please note that, for security reasons, you must NOT include your full Travelex Money Card number in any written correspondence. The card number should always be supplied by providing the first six and last four digits only, for example 1234 56xx xxxx 0123.

In the interests of security, Card Services will not be able to discuss certain subjects by email. Please call the 24 hour Card Services Team, they will be able to assist you in relation to the following:

• Card and account activations
• Pin-related assistance
• Lost or stolen cards
• Help with username and/or passwords
• Queries regarding transactions on your account or balance enquiries
• Cashing out and/or closing your card account
• Questions about the card and functionality in any country
• Accessing a copy of your account information
• Understanding how your information is used to manage your card account
• Finding the closest ATM
• Expired cards

Call Card Services on 0800 260 0355 (free phone) when calling from the UK.
For a list of freephone numbers to call from overseas, if you have a Travelex Money Card please click here.

If you need to raise a complaint, you can find all the details on how to do this on our Travel Money Card complaints page.

If you have another question that hasn’t been answered here, please don’t hesitate to contact Card Services here.

Yes, please contact Card Services here to request copies of documents in braille, audio and large print.

If you need help managing your account, please contact Card Services here who will be able to assist you with this.

A Power of Attorney is a document that allows you to appoint a person organisation to manage your affairs if you become unable to do so. If you need to register a Power of Attorney with us, contact Card Services here who will be able to assist you with this.

We’re sorry to hear about your loss. If you need to inform us about the death of one of our customers, please contact Card Services here who will be able to assist you with this.

How we use your data

Three companies use your personal information to help you receive, activate and use your Card:

• The Issuer
• The Programme Manager
• Travelex as the Distributor

Each company has a different role in supporting you. The section below explains how each company uses your personal information in simple terms and how you can contact them.

All three companies follow UK data protection laws. If you want to understand how they use your information or exercise your data protection rights (like accessing your data or queries about your account), each section below explains their activities.

1. Issuer

Your Card is issued by PrePay Technologies Limited.

The Issuer has overall responsibility for issuing/providing your card and ensuring that it works and you can use it. To do this, they need to process some of your personal information. They also have to collect and verify certain details because the law requires it.

Key points:

• They only collect your information directly from you or through transactions you make with your Card.
• They may check some details using approved third party or public sources.
• They process your information only to issue, activate and operate your Card and meet legal requirements.
• They may share you information with third parties including the Programme Manager and Distributor as necessary to operate your Card

For full details, you can read the Issuer’s privacy notice:

If you have questions or want to exercise your data rights, you can email dpo@prepaysolutions.com or you can write to Edenred PayTech DPO at PO Box 3883, Swindon SN3 9EA.

2. Programme Manager

The Programme Manager is Mastercard Prepaid Management Services, also called Card Services.

They manage your Card account on behalf of the Issuer, and they are responsible for keeping your account running smoothly.

They handle things like:

• Activating your card
• Keeping transaction records
• Letting you access, operate or close your account
• Letting you top up your funds
• Showing you your balance and statements
• Meeting legal requirements like verifying your identity
• Fraud monitoring services and other related activities

As part of running your account, the Programme Manager may contact you (by phone, email, SMS, or post) using the details you provide. If any of your personal details change; such as your name, address, phone number or email, you need to tell them.

To contact Card Services email: cardservices_prepaid@mastercard.com

3. Distributor

You can buy and load your Card at Travelex stores in the UK. Travelex will help you complete the Card application instore or online and guide you through the setup process and the available currencies.

Due to legal requirements, Travelex has to check your identity every time you reload your Card. They might confirm your details using third party or publicly available information.

Marketing:
Travelex will only send you marketing messages if you have given them permission. They never share your details with anyone else for marketing purposes.

For more information, read Travelex’s Privacy Notice: Privacy Centre

You can contact their Data Protection Team at: dataprotectionteam@travelex.com