Topping up card

Yes, you can top-up funds onto your card with a few different methods. The quickest and easiest way is via our Travelex Money app . You can also top-up online, by telephone, by bank transfer or at any Travelex store in the UK.

Call Card Services to top-up by telephone. You can find contact numbers here.

To top-up via internet or telephone banking, this is what you need to do:

• Ensure you have registered your email address with us in the secure My Account area on this website.
• In your My Account, set the currency that you would like to top up as your default currency; this is where we will allocate your money. You can only top-up one currency per bank transfer.
• Then you can either phone your bank or log into your bank account via your bank’s website and create a new payee to make a GBP payment.

Please use the following details:

• Bank details Beneficiary/Payee: Mastercard Prepaid
• Sort code: 20-32-53
• Account number: 63807568
• Reference: Your 16 digit Travelex Money Card card number (on the front of card)
• Amount: Please ensure that the amount you load on your card is within the allowed card limits.

You may top-up a maximum of £5,000 per day (across all currencies on the card) via a bank transfer, but your total card balance at any one time (including all currencies) may not exceed £5,000.

It may take up to 5 working days for your bank to transfer the funds to us, however, be assured that we’ll load the funds onto your card within 24 hours of receiving them. We will send you confirmation via email that your top-up has been successful.

Remember to set/change your preferred default currency in your My Account before transferring your money to us. Payments made in GBP will be converted to the relevant default currency, which will be set as GBP until changed. You can find the rate we used on your top-up confirmation.

Please note, telephone top-up limits (across all currencies on the card):

• In one day: £750
• Within 60 days: £1,500

Telephone top-ups will be credited to your account immediately.

For example, if you top up £750 onto your card in one day, you may then only top up a further £750 within 60 days. The telephone top-up limits are subject to the total card balance already on the card at the time of the top-up, as your total card balance (including all currencies) may not exceed £5,000 at any one time.

When topping up at a Travelex store, make sure to bring along your card and a valid government issued photo ID. The funds you top up will be available straight away.

Top-up limits apply; please see the fees and limits section. If you top up a currency onto the card other than the local home currency, the Travelex foreign exchange rate disclosed at the time will apply.

The minimum you can load/top up is GBP £50 or currency equivalent. The maximum you can load/top up in any 12 month period is GBP £30,000 or currency equivalent. Load and top-up limits apply – Please see the fees and limits section.

Yes, you can also top up your Travelex Money Card by telephone. Simply call us on +44 (0)20 3684 6495 (from abroad) and you can transfer funds directly from your UK issued debit or credit card. Payments will only be accepted from the registered Travelex Money Card cardholder*.

Telephone top-up limits (across all Currencies on the Card)

In one day: GB£750

Within 60 days: GB£1,500

For example, if you top up £750 onto your card in one day, you may then only load a further £750 within 60 days. Topping up by telephone should appear on your Travelex Money Card balance within 24 hours. The telephone top-up limits are subject to the total Card Fund balance already on the card at the time of the top-up, as your total Card Fund balance (including all currencies) may not exceed £5,000 at any one time.

*Please be advised that when processing a telephone top-up, we will require evidence of your identity and your residential address. To do this we will carry out checks on you electronically. If we are not able to verify the details that you have provided, we may not be able to complete the transaction.

For your security, from time to time, the total number of top-ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully topped up via one of these channels you may need to wait 24 hours before topping up again, unless you top up via bank transfer or in branch (where available).

The Travelex foreign exchange rate applies when you top up funds onto the card into a currency other than the local home currency, but you will receive a quote before you process the transaction on the Travelex Money app, online or at your local Travelex store. Load and top-up limits in the fees and limits section.

If you wish to top up via telephone or online bank transfer on currencies other than GBP, please note that the exchange rate which applies will be different to other top-up channels and will be provided to you at the time the top-up is applied to your card.

If your card is damaged, lost, stolen or misused, please contact Card Services immediately.

If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours).

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If you need a replacement card, call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

There is no charge for replacement cards.

Once you’ve contacted Card Services to report your lost or stolen card, we can arrange your emergency cash in the local currency (up to the value remaining on the card and subject to availability) anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours).

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If you need help or assistance, you can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

Card services are the support team for the Travelex Money Card. You can call 24 hours a day, seven days a week with any enquiries. You can find contact numbers here.

Some businesses may require pre-authorisation of the estimated bill (for example, deposits) – these are usually hotels, car rental businesses and cruise ships. In this case, the estimated amount of the bill will be temporarily unavailable. After the final bill is paid, it may take up to 30 days before the pre-authorised amount is available again. Not all businesses will accept your card as a means of pre-authorising payment.

We recommend that you don’t use your Travelex Money Card for pre-authorisations. You can of course use your Travelex Money Card to settle your final bill.

You can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

Yes, there are a few countries and geographical regions where it’s not possible to use your Travelex Money Card.

If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries or geographical regions, your request will be declined.

The countries and geographical regions currently affected are: Afghanistan, Belarus, Central African Republic, Crimea, Donetsk, Guinea, Guinea-Bissau, Haiti, Iran (Islamic Republic of), Iraq, Korea (the Democratic People's Republic of), Libya, Luhansk, Mali, Myanmar, Nicaragua, Russian Federation (the), Somalia, South Sudan, Sudan, Syrian Arab Republic (the), Venezuela (Bolivarian Republic of), Yemen & Zimbabwe.

If you have a query about a transaction on your Travelex Money Card, please call the 24 hour Card Services team immediately. Card Services will be happy to check your Travelex Money Card and confirm the transaction details for you.

If you notice an error in any card transaction or a card transaction that you do not recognise, you must notify Card Services as soon as possible and in any event, no later than thirteen (13) months after the transaction debit date.

If there is a transaction that is not correct, Card Services can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to the Card Services Disputes team.

You can download the dispute form download the dispute form here. Please help Card Services to assist you by providing as much information as you can. They'll send a response within ten (10) working days of receiving your query.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If there is an incorrect transaction and you want to dispute it, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

You can download the dispute form download the dispute form here.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.

At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.

At petrol stations tolerance is applied to all automated fuel pump transactions.

The merchant categories where tolerances apply are listed below.

• Bars (or other similar drinking places) – 20%
• Automated fuel dispensers - USD75 or currency equivalent

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card balance until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee. Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN or contactless.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your card), we recommend that you check your transaction history regularly via My Account and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.

At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount into the next available currency in the usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee.

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.

At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

If you do not have sufficient funds available in your total available card balance to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.

For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 (US$50.00 + 20% tolerance (US$10.00) = US$60.00).

Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card balance to cover the addition of tolerance.

At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.

At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

Whilst your card is really adaptable, it’s not suitable for everything.

When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorisation will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorisations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.

1. Check you have enough money on your card for the purchase you wish to make. You can always use
   your card to make a partial payment and settle the balance with another card or cash, if the merchant supports
   it. Make sure the merchant processes your Travelex Money Card payment first.
2. Be aware that some bars, restaurants and automated petrol pumps may require the card to have an available balance greater than the purchase amount before they will authorise the payment. Please check your Terms and Conditions for more details.
3. Check you are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in My Account or by calling Card Services and selecting the PIN option.
4. Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.
5. Your card has maximum limits on how much you can withdraw or spend, which are shown in the fees and limits section. Check that you have not exceeded the maximum daily amount that you can spend in a shop.