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Supercard FAQs

Have a question about Supercard? Check out our frequently asked questions below to find an answer.

About Supercard

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  • What is Supercard?

    Hold onto your sombreros, travelling just got a lot easier! Supercard is the first product to give you the freedom to travel without bank card roaming charges. You simply have to link your existing bank cards to your free Supercard and use it to spend abroad like you would with your bank card in the UK. With no fees or charges, you won’t find a cheaper way to spend overseas.*

    It’s a free app (available on iOS and Android) and card combo that allows you to spend freely overseas, wherever MasterCard cards are accepted - that’s millions of locations around the world.

    Please note: Fees apply when using Supercard to withdraw money from an ATM overseas or if you use it in the UK. Please view our full fees and charges for details.

    *Based on a comparison of all MasterCard and Visa card products with no overseas spending fee. Between 15th May 2015 and 13th May 2016, the MasterCard wholesale exchange rate was cheaper 82.5% of the time, on average, than the Visa wholesale exchange rate across a basket of 45 major currencies. Charges apply when using Supercard in the UK and when withdrawing money from an overseas ATM, for details please click here https://www.travelex.co.uk/services/supercard/fees-and-limits

  • How does it work?

    All transactions made by you outside of the UK using your Supercard are processed by your bank as domestic transactions, rather than foreign transactions – freeing you from bank roaming charges whether you’re in Bali or Berlin.

    Once your Supercard arrives in the post and you activate it – adding at least one of your existing debit or credit cards (MasterCard or Visa) – you’re ready to spend anywhere MasterCard cards are accepted! Your bank card is only charged when you use your Supercard, so you don’t have to preload your card with foreign currency, or buy any foreign currency upfront. When you make a purchase or withdraw money from an ATM overseas, Supercard will apply the MasterCard Wholesale exchange rate when processing that transaction, and we don’t add anything else on top.*

    *Charges apply when using Supercard in the UK and when withdrawing money from an overseas ATM. For details, please click here.

  • So what’s the app for?

    Think of the app as Supercard Central. You’ll need the app to register for your Supercard, link your existing cards, get your Supercard PIN and manage your account. You’ll use the app to keep track of your transactions and savings, neatly organised in the dashboard. The app will also connect you with our support team, who can help if you have questions or concerns.

    The Supercard app is available on iOS and Android devices.

    Download the Supercard app:

    App store >

    Google play >

     
  • Is Supercard safe?

    We strive to make your Supercard experience as safe as possible, by storing all of your details in protected environments to make sure they remain safe and confidential. Plus, Supercard is Chip and Pin protected, giving you peace of mind when you use your card.

  • Is Supercard free to get?

    It sure is! You don’t have to pay a fee to get your hands on a Supercard and there are no annual charges either.

    For full details of fees and limits associated with using a Supercard, click here.
  • Are there any additional benefits with Supercard?

    Yes, with Supercard there are certain travel insurance benefits that come, free of charge, as part of the Supercard product.

    If your application for a Supercard was approved before 21 July 2016, we have emailed you to explain that we are adding certain travel insurance benefits to the Supercard product with effect from 21 September 2016.  Our email also explains how you can receive the travel insurance benefits sooner if you wish. If you have any questions or need more information, please contact the Supercard Customer Services Team on 44 (0)20 3364 5155.

    If your application for a Supercard has been approved on or after 21 July 2016, you will automatically be entitled to receive certain travel insurance benefits once you have activated your Supercard. For more information about these benefits, please refer to Annex B of the Supercard Terms and Conditions available here or contact the Supercard Customer Services Team on 44 (0)20 3364 5155.

    Please note that the travel insurance benefits are automatic with the provision of your Supercard and you cannot opt out of your entitlement to receive the travel insurance benefits without cancelling your Supercard.

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

Getting your hands on a Supercard

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  • How can I get a Supercard?

    It’s easy. All you need to do is register through the Supercard app, which you can download from the App Store or Google Play.

    We’ll ask you a few simple questions to quickly identify who you are and if you’re eligible, then we’ll pop your Supercard in the post.

    Download the Supercard app to get started:

    App store >

    Google play >
  • Who can apply for a Supercard?

    You need to be 18 or over to apply and be a UK resident.

    This means you need to have:

    • A registered UK address

    • A registered UK bank account
  • I don’t live in the UK, can I apply?

    Unlike Downton Abbey and Doctor Who, Supercard is currently available only to people who live in the UK. This means that you need to have:

    • A registered UK address

    • A registered UK bank account
  • What devices and operating systems is the Supercard app compatible with?

    The Supercard app works best on:

    • iOS - Requires iOS 8.0 or later. Compatible with iPhone and iPod touch.

    • Android – Requires version Android 4.1.2 or later.
  • I’ve registered successfully but now I’m being asked for more information. Why?

    As part of the registration process for Supercard, we need to make sure you are who you say you are.  To make this as simple as possible, we run a (real-time) electronic 'know your customer' (eKYC) check, which we're required to do by law as Supercard is a financially regulated product.  

    This isn’t a credit check, but it may leave a ‘soft’ footprint on your credit record. Don’t worry, this won’t affect your credit rating.

    There are a number of reasons why you might not pass an eKYC check:

    ·      You might have recently moved house and not updated your bank with your new address

    ·      You might not be on the electoral role

    ·      Your house might have an unusual address structure or name.

    If we are unable to verify your details, we may ask you to provide additional identification documentation. You can do this by taking a picture or scanning and uploading the documents we have requested via the app
  • What proof of ID and address do we accept?

    Proof of identification (ID):

    Document

    Additional Information

    Passport

    -        Must be valid (i.e. not have expired)

    Driving licence

    -        Must contain an expiry date.

    -        Must be valid (i.e. not have expired)

    Proof of address:

    Document

    Additional Information

    Bank statement

    -        Issued by a regulated financial sector firm.

    -        Dated within the last 3 months.

    -        Cannot be downloaded from the internet.

    Driving licence

    Can be used as long as you don't use this as part of your proof of ID

    -        Must contain an expiry date.

    -        Must be valid (i.e. not have expired).

    Credit card statement

    -        Issued by a regulated financial sector firm.

    -        Dated within the last 3 months.

    -        Cannot be downloaded from the internet.

    Debit card statement

    -        Issued by a regulated financial sector firm.

    -        Dated within the last 3 months.

    -        Cannot be downloaded from the internet.

    Current Council Tax demand letter

    -        Dated within the last 12 months.

    Utility Bills

    (e.g. Gas, Electricity, Landline phone bill)

    -        Dated within the last 3 months.

    -        Cannot be downloaded from the internet.

    Instrument of a court appointment

    (e.g. Liquidator or grant of probate)   

    -        Letters should primarily be dated within the last 3 months.

    Evidence of entitlement to a state or local authority-funded benefit.

    (e.g. Housing benefit, tax credit, pension or housing benefit)

    -        Letters should be dated within the last 3 months.

    -        Cannot be downloaded from the internet.

  • I’ve uploaded my identification/proof of address documents but I’ve not had a response yet, why?

    It can take up to 48 hours for us to come back to you once you’ve uploaded your documents. If you haven’t heard anything from us after 48 hours, then please contact us on +44 (0) 20 3364 5155 and we will be able to help.

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

  • Will you perform a credit check when I apply?

    No. As Supercard isn't a credit card or credit product we don’t have to run a credit check on you.  We do have to confirm your identity and run a 'know your customer' check as part of registration, which may leave a 'soft' footprint on your credit report.  Don’t be alarmed though - it doesn’t affect your credit rating in any way.

     
  • Where will my Supercard be sent?

    To make sure that your Supercard arrives safely to your hands, we will only ship your new card to your home address.

  • How long will it take for me to get my hands on my Supercard once I’ve successfully registered?

    Due to the massive demand for Supercard we’re working through all of your applications here at Supercard HQ which means that getting your Supercard to you is taking a little longer. We will be in touch by email to let you know what’s happening.

  • I’ve applied for a Supercard but I typed in the wrong email address, how can I change it?

    Please call us on +44 (0) 20 3364 5155 and we can sort this out and get the right email address linked to your Supercard account.

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

  • I've registered but I can't log in, why?

    The reason that you can't log in yet is because we're carrying out a few checks, but because of the massive demand for Supercard it's going to take a couple of weeks to process. Don't worry though if you're seeing that message you're in our Superqueue and your application will be processed.

  • I’ve registered but I haven’t heard anything from you yet?

    If you’ve registered but haven’t received an email from us regarding your registration, don’t worry, you will. However because so many of you love Supercard we’re trying to work through all of your registrations here at Supercard HQ which means that it's taking a little bit of time. Will be in touch by email to let you know what’s happening.

    Please note that until you have received confirmation of your successful registration you won't be able to log in just yet.

  • My Supercard hasn’t arrived yet?

    Due to the massive demand for Supercard we’re working through all of your applications here at Supercard HQ which means that getting your Supercard to you is taking a little longer. We will be in touch by email to let you know what’s happening.

Activating my Supercard

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  • My Supercard has just arrived (hurrah!), what’s next?

    Once your card arrives, all you need to do is to fire up the Supercard app, login, and follow the three easy steps on screen.  

    -       Confirm the last 4 digits of the long number of your Supercard

    -       View your Supercard PIN (you will need to input your password again to do this)

    -       Add at least one of your credit or debit cards to your Supercard

    Once you’ve done these three things, you’re ready to get spending on your Supercard. All you need to decide on is what your first purchase is going to be!
  • Why do I have to link a debit or credit card?

    This is one of the most handy features of Supercard because it means you don’t have to top up or pre-load funds onto your card. Instead, it’s directly and safely linked to your debit or credit card, and uses those funds when you spend abroad.

  • I tried to view my PIN but it wasn’t there

    Sometimes, there may be a delay before we’re able to provide you with your PIN. This will only be a very short delay but if you don’t see your PIN after 24 hours of receiving your card then please contact us:

    Call us on +44 (0) 20 3364 5155

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I’ve tried to activate my Supercard but it still doesn’t seem to work.

    Please double check all of the details match your Supercard and that the credit or debit card you’ve linked to your account is valid.

    If it still doesn’t work, then please contact us on +44 (0) 20 3364 5155.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • My account seems to be blocked when I try to register – help!

    If this is happening, please call us on +44 (0) 20 3364 5155 and we can get things back on track.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I’ve received my card but when I go to log into my account is says that it’s temporarily locked, why?

    If this is happening, please call us on +44 (0) 20 3364 5155 and we can get things back on track.

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

Adding and linking my existing credit and debit cards

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  • Why do I have to link a debit or credit card?

    This is one of the most handy features of Supercard because it means you don’t have to top up or pre-load funds onto your card. Instead, it’s directly and safely linked to your debit or credit card, and uses those funds when you spend abroad.

  • How many cards can I link to my Supercard?

    You can add up to five cards to your Supercard and you can only add a maximum of 5 credit or debit cards to your account per year. This can all be done through your Supercard app.

  • What type of card can I link to my Supercard?

    You can only add your personal UK issued MasterCard or Visa credit or debit cards.

    It’s not possible to link up American Express, prepaid or corporate cards to your Supercard.
  • I have a joint account for my debit or credit card. Can both of us link the same account to our individual Supercard accounts?

    Yes you can, but you will only be able to link each of your individual cards for your joint account to one Supercard account.

  • What is a primary card?

    The primary card is your chosen credit or debit card from which funds will be deducted from when you use your Supercard.

    You can change your primary card using your Supercard app.
  • Why do I have to go through 3DSecure when I link a card to my Supercard?

    A 3DSecure check happens when you add your credit or debit card to your Supercard. We know that it can mean it adds a few extra moments to link your card, but it’s essential to ensure added security to your account and help protect you from fraud.

  • I can’t remember my 3D Secure details. What do I do?

    If you’ve forgotten your 3D Secure details, then you need to contact your card provider who will be able to help you out.

  • I can’t link a credit or debit card in my app – help!

    There are a few reasons why you might not be able to add a card to your Supercard:

    ·      The card that you’re trying to link has expired

    ·      The card type of your card is not supported - you can only link UK issued MasterCard or Visa debit or credit card, eligible for 3D secure

    ·      Your account is locked

    ·      You’re currently offline

    ·      Card is already added by another customer

    ·      It is not a MasterCard card or Visa credit or debit card
  • I tried to add a card to my Supercard account but now my account is locked. Why?

    If this has happened please contact us on +44 (0) 20 3364 5155 so we can get your Supercard account back on track.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • My linked card is about to expire. What do I need to do?

    You will need to remove the card when it has expired and link your new credit or debit card to your account. That way, you can ensure you keep spending without a hitch.

Paying with my Supercard

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  • Where can I use my Supercard?

    You can use your Supercard in stores, hotels and merchants around the world, wherever you see the MasterCard Acceptance Mark – that’s millions of locations worldwide!

    Supercard needs the retailer's payment system to be online for Supercard to work; this is for added security. This means that you will not be able to use your Supercard in  places such as:

    -       Toll booths on roads

    -       Vending machines

    -       Petrol pumps

    -       In flight purchases
  • Can I use my Supercard in the UK?

    Yes, you can use Supercard in the UK.  But because Supercard is a travel card, intended for use overseas, there is a fee applied to domestic (UK) usage:

    1.00% of transaction value + £1.00 per transaction (for all transaction types)  

    For full details of fees and limits associated with using a Supercard click here 
  • Can I use my Supercard when I check-in at a hotel?

    You can save on your hotel stay by using Supercard to pay when you check out. However, if you’re asked to present a card at check-in for your stay, you won’t be able to use your Supercard as it won’t work to pre-authorise your stay. We know that it would be great if you could use it for this, so we’re working on it!

  • Can I use Supercard to buy things online or through an app?

    Yes, you can use your Supercard to pay for things online or through an app.

  • Can I use my Supercard with Apple Pay?

    Supercard can’t currently be used with Apple Pay.

  • Can I link my Supercard with Paypal?

    It is not possible to link your Supercard to a Paypal account.

  • Are purchases I make on my Supercard protected under section 75 of the Consumer Credit Act 1974?

    If you’d like to know whether your purchase will be covered under section 75, please contact your credit card provider directly.

  • Are purchases I make on my Supercard protected by my credit card payment protection policy?

    If you have any queries about your credit card payment protection policy, you should speak to your credit card provider directly.

  • Do I need to use the Supercard app in order to make a purchase?

    No. All you need is to use your Supercard just as you would your credit or debit card when you pay for something.

    Your Supercard app is a handy tool for you to manage your Supercard account: viewing your transactions and savings, as well as to manage the debit and credit cards that you link.
  • Do I need to top up my Supercard before I can spend?

    Not at all! One of the great things about Supercard is that you don’t have to pre-load or top up any money onto your Supercard.

    Your money stays exactly where you want it – in your bank account – until you use your Supercard, at which point the relevant amount is deducted from your bank account of your linked credit or debit card. Please note it can take between 3-4 days for a transaction to be charged on your card.

    That means you don’t have to worry about whether or not you have enough money on your card, or what to do with leftover money.
  • Do I still earn loyalty points on the cards that I’ve added to my Supercard?

    Yes! If your linked debit or credit card allows you to earn loyalty points or rewards based on any spend in British pounds then you will continue to earn these when you spend with your Supercard. This is because the money that you’re spending ultimately comes out of the debit or credit card that you have linked to your Supercard.

  • When will my linked credit or debit card be charged?

    It can take between 3-4 days to settle a transaction charged from your linked credit or debit card account. 

  • How will Supercard transactions show up on my credit or debit card statement?

    It will show up as: “Supercard*<merchant name>” on your linked credit or debit card statement, so you can quickly pinpoint the transactions you’ve made using your Supercard.

  • When I’m paying for something, do I select to pay in home or local amount?

    Now this one’s important. Always select to pay in the currency of the country that you’re in (the local currency) when using your Supercard to pay for things overseas. That way you’ll receive the MasterCard wholesale exchange rate - with nothing else added on top.

    For a full list of fees and charges, please click here.

Using my Supercard in an ATM

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  • Is there a charge to take cash out of an ATM using my Supercard?

    There is a 2.99% charge for taking out cash from an ATM outside of the UK. You will still receive the MasterCard wholesale exchange rate when you do.

    However there are no cash advance fees if you have a credit card linked to your Supercard and remember there are no foreign transaction fees for spending in a retailer using your Supercard.

    When you use your Supercard to withdraw cash from an ATM in the UK, you will be charged a fee of £1.00 plus 1% of the transaction value.

    For full details of fees and limits associated with using a Supercard, click here.
  • When using an ATM overseas, it’s asking which account I want to take money out of –checking, savings, credit – which one do I select?

    You can choose any option and your Supercard will still work. The funds will come out of the account of the credit or debit card you have linked to your Supercard in the app.

  • Help – the ATM swallowed my Supercard!

    Oh no! Please contact the Supercard Customer Service team on +44 (0) 20 3364 5155 as soon as this happens, so we can help you to arrange to get a new Supercard as soon as possible.

    Be aware that some overseas ATMs give you your cash before they return your card.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
     

Fees, charges and limits

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  • Is Supercard really free to get?

    It sure is! There is no upfront fee or any annual charges for getting your hands on a Supercard.

    For full details of fees and limits associated with using a Supercard, click here.
  • Are you sure there aren’t any fees or charges when I spend abroad using my Supercard?

    100% sure! This is what makes Supercard the perfect travel companion, because when you spend abroad, there really aren’t any commission fees, transaction fees or exchange rate mark ups.

    With Supercard you get the MasterCard wholesale rate - we don’t add anything else on top.

    Please note that there are charges for using your Supercard in the UK and for withdrawing money from an ATM overseas. Please refer to our fees and limits table here
  • What fees are there for taking money out of an ATM?

    There is a charge of 2.99% for ATM usage abroad.

    There is a charge of 1% of the transaction value, plus £1 per transaction when you use an ATM in the UK

    However, there are no cash advance fees if you have linked a credit card.

    For full details of fees and limits associated with using a Supercard, click here.
  • What exchange rate is applied?

    With Supercard you get the same great rate we do – the MasterCard wholesale exchange rate - and we don’t add anything else on top. You can find exchange rate information on Mastercard’s website here. Please note that the rate shown of the MasterCard website may not accurately reflect the rate that will be applied to your purchase or ATM withdrawal. You should always check your transactions in your Supercard app to see the actual rate which has been applied.

    For full details of fees and limits associated with using a Supercard, click here.
  • Are there any fees for using my Supercard in the UK?

    Supercard is at its heart a travel payment card, and everything is set up so you can use it best when you’re abroad.

    While you can use your Supercard in the UK, it’s not intended as a domestic payment card, so you will incur a small fee of 1% of the transaction value plus £1 on each transaction for use in the UK.

    For full details of fees and limits associated with using a Supercard, click here.
  • Is there any limit on how much I can spend using my Supercard?

    There are limits on how much you can spend on your Supercard. These are:

     Transaction

     Transaction Limits (£GBP)

     POS Transactions and E-Commerce Transactions (combined limits)

     Per single POS Transaction or E-Commerce Transaction:

     5,000.00

     Per day:

     6,500.00

     Per week:

     10,000.00

     Per month:

     20,000.00

     Per year:

     50,000.00

     

      

     

     ATM Transactions

     Per single ATM Transaction:

     250.00

     Per day:

     500.00

     Per week:

     2,000.00

     Per month:

     5,000.00

     Per year:

     10,000.00



    For full details of fees and limits associated with using a Supercard, click here.
  • How are the savings calculated?

    With your Supercard app, you can view the indicative savings you’ve made simply by using Supercard compared to the average cost of using a debit or credit card abroad.

    Indicative savings are calculated based on a comparison between the average cost of using a debit or credit card from one of the top six debit or credit card providers in the UK to make a point of sale or an ATM transaction overseas and the cost of using your Supercard overseas for the equivalent transaction. The information contained in the comparison is correct as of 24 May 2016 and may be updated from time to time by Travelex.  Indicative savings will be shown in the Supercard App only where they have resulted from a transaction you have made using your Supercard.

     

Transactional issues

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  • I tried to use my Supercard but it was declined – why?

    There may be some very rare occasions where your Supercard is declined when you try to use it.

    Some of the reasons declines might happen include:

    - The merchant or ATM does not accept MasterCard cards.
    - Poor signal from the payment terminal meant the transaction timed out
    - You've attempted to use your Supercard at an offline terminal such as a petrol pump or a toll booth on a motorway
    - You have insufficient funds in your linked credit or debit card account, or you have exceeded the transaction limit on that card
    - Your default card in the Supercard app has expired or you've cancelled it without updating the app. We suggest that if your linked card is soon to expire or has expired that you try linking a different card to your Supercard.
    - You've reached the daily spending limit of US$10,000 on your Supercard
    - Your linked debit or credit card provider has blocked the transaction.


    Although declines are very rare, if you're concerned about them, please call +44 (0) 20 3364 5155

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • My transaction has been declined but I can still see it in my transaction history?

    Don’t worry, this doesn’t mean that you were or will be charged. This happens when there’s a problem with the transaction after it has passed through Supercard’s process.

    The transaction you can see will disappear once the merchant or ATM provider has confirmed that it was declined, which could take between 3-4 days. Until this happens you should see a note that the transaction is pending.

     
  • I can’t see all of my previous transactions – why?

    You will only be able to view your transactions from the last 90 days in your Supercard app.

    We don’t show anything before this to save your phone from having to download your entire transactional history, but if you want to see it, then simply select the view more option in your app to see it.
  • What happens if I use my Supercard to pay for refundable deposits, like car rental?

    Some merchants such as car rentals may not accept cards like Supercard for a refundable deposit as they don’t accept prepaid cards, which Supercard is categorised as.  

    Please note that refunds will be treated in the same way as a refund applied to your credit or debit card.
  • Why won’t my Supercard work in a toll booth, petrol pump or vending machine?

    Supercard requires the retailer's payment system to be online for Supercard to work. This is for added security. Places where payments systems are normally offline are:

    -       Toll booths on roads

    -       Vending machines

    -       Petrol pumps

    -       In flight purchases

Managing my Supercard

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  • How do I access my Supercard account?

    You can manage your account through the handy Supercard app that you downloaded to register.

    You will need to be connected to the internet to be able to use the app.
  • Can I access my account in the Supercard app when I’m offline?

    To manage your Supercard account via the app, you need to be connected to the internet. Don’t worry, you can still use your Supercard without the app being actively online.

  • How can I change my linked card?

    You can easily change the cards that you have linked to your Supercard as well as the credit or debit card that you want to fund your Supercard. In the app, go to My Wallet, tap the card you want to be your linked card, and then confirm.

  • How do I add more cards to my Supercard?

    In your Supercard app you can add more cards in the My Wallet section of your account. Simply type your card details in or scan your card, and after a quick verification your card is added.

    You can add up to a maximum of 5 cards to your Supercard at any time and you can only add a maximum of 5 credit or debit cards to your account per year.
  • Am I able to rename my linked card in the Supercard app?

    It’s not possible to change the name of your linked card in your Supercard app. You will be able to identify it by the card numbers and whether it’s a Visa or MasterCard card.

  • How can I view my PIN?

    We’ll reveal your PIN when you activate your Supercard. But if you need to dig it out again, you’ll find it in the menu of our app. It’s password protected, so only you can view it.

     
  • How can I change my PIN?

    You are unable to change your PIN however, you can easily view it in your Supercard app. Simply find it in the menu of our app. It’s password protected, so only you can view it.

  • How do I view my transaction history?

    You can view your spending from the last 90 days. We don’t show anything before this to save your phone from having to download your entire transactional history, but if you want to see it, then simply select the view more option in your app to see it.

  • What is a pending transaction?

    When your bank is still processing a transaction, or when a transaction has been declined, you’ll see a ‘pending’ label next to the relevant transaction in your My Spending summary.

    If you used your Supercard and were told that the transaction was declined, you won’t be charged for it; the pending label will disappear once the retailer or ATM provider has confirmed that it was declined. This can take between to 3-4 days to complete.

    If the bank is still processing the payment, again, it will show up as pending until it has been confirmed by your bank.
  • How can I view how much I’ve saved?

    You can check out all the indicative savings you’ve made simply by using Supercard compared to the average cost of a debit or credit card abroad. in the My Spending section of the Supercard app.  

    Indicative savings are calculated based on a comparison between the average cost of using a debit or credit card from one of the top six debit or credit card providers in the UK to make a point of sale or an ATM transaction overseas and the cost of using your Supercard overseas for the equivalent transaction. The information contained in the comparison is correct as of 24 May 2016 and may be updated from time to time by Travelex.  Indicative savings will be shown in the Supercard App only where they have resulted from a transaction you have made using your Supercard.

  • Is it possible for me to switch off my Supercard card when I’m not using it?

    Currently it’s not possible to do this, however we’re working hard to get this feature enabled. We’ll let you know when it’s ready!

  • My account has been locked out. Why?

    There are a few different reasons why your account may be locked. For example:

    ·      You entered your password incorrectly three times

    ·      When activating your card, you entered the 4 digits from your Supercard incorrectly three times

    Please contact us on +44 (0) 20 3364 5155 and we’ll look into getting it unlocked it for you.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • How do I close my Supercard account?

    If you’re sure you want to leave us (we’ll try to understand in time...), you’ll need to contact us on +44 (0) 20 3364 5155.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     

My Supercard app doesn’t seem to be behaving

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  • My app has crashed – what do I do?

    Sometimes, computer says no. Our advice is to first try to close the app and relaunch it. If this doesn’t work, then please delete the app and reinstall.

    If neither of these work, then please call us on +44 (0) 20 3364 5155 and we can look into what’s happening.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • Why can’t I add a card to My Wallet?

    There are a few reasons why you might not be able to link a card to your Supercard:

    ·      The card that you’re trying to link has expired

    ·      The card type of your card is not supported - you can only link UK issued MasterCard or Visa card, eligible for 3D secure

    ·      Your account is locked

    ·      You’re currently offline

    ·      You’ve already added 5 cards to your account
  • My PIN is not showing when I request it – why?

    Don’t worry, your PIN hasn’t done a vanishing act; it’s still there. There may be a connection issue, so give the app a little bit of time to sort itself out and then check again a little while later.

    If it’s still not showing after a period of time, please call us on +44 (0) 20 3364 5155 and we can look into what’s happening.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I deleted the app, how can I get it back?

    Don’t worry, all you need to do is to download the app again and then log in as you normally would.

  • My account is locked – help!

    If you find that you can’t access your Supercard account because you’ve been locked out, then please call us on +44 (0) 20 3364 5155 and we can help you get back on track.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I can’t seem to log in. What do I need to do?

    You need to make sure that you’re entering the right password, If you can’t remember it, then please tap ‘Forgot your password?’ to reset.

    If your account is locked, please call us on +44 (0) 20 3364 5155 and we can help you get back on track.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I’ve got a new phone – what do I need to do?

    Before that new phone smell has disappeared, make sure you download the Supercard app again for the Google Play or App Store. Then all you need to do is log in, and you’ll be back on track to managing your account.

    Don’t worry though, you can still carry on spending on your Supercard in the meantime.

Security and privacy

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  • How safe is Supercard?

    We strive to make your Supercard experience as safe as possible, by storing all of your details in protected environments to make sure they remain safe and confidential. Plus, Supercard is Chip and Pin protected, giving you peace of mind when you use your card.

  • Is Supercard a financially regulated product?

    Supercard is issued by Wirecard Card Solutions Limited, an Electronic Money Institution authorised and regulated by the Financial Conduct Authority in the United Kingdom and a member of Mastercard International Incorporated. MasterCard is a registered trademark of MasterCard International Incorporated. The card is issued by Wirecard Card Solutions Ltd (WDCS) pursuant to license by MasterCard International Inc.

    Wirecard Card Solutions Limited is authorised by the FCA to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).
  • What data do you store of mine?

    The data that you provide when you register for a Supercard is stored securely as described in our privacy policies. We only collect and store the information that we need in order to provide you the best Supercard service and to help us improve your experience.. The data that is stored includes: the information you provide when your register for Supercard, details of the checks we perform when we process your registration, images of any identity documents or proof of address you may have provided, your linked card information, data about how you use the app, details of your transactions and your marketing preferences. We also keep records of your contact with us via social media or by calling or emailing us. For detailed information about how Travelex and Wirecard process your data please refer to our Privacy Policies which you can find in the Help and information section of your app.

  • Is my data safe?

    Yes. We have rigorous measures in place to protect our customers’ data.

  • Are you going to sell any of my data?

    Absolutely not, neither Travelex nor Wirecard Card Solutions Limited will ever sell any of your personal information.

  • What happens to the images of any supporting documentation I send you?

    Images are transmitted securely to our protected environments. No images are stored in your phone. For more information please refer to our privacy policies.

  • Is all of my data stored in the app?

    Your data is not stored in the app.  Each time you launch the app, a call is made to a security certified environment to safely and securely show you the data you’re requesting. All data is deleted from the app when you end your session in the app.

  • I’ve lost my Supercard. What do I do?

    First of all, don’t panic, we can get you set back up with a new Supercard.  All you need to do is call the Supercard Customer Service team as soon as possible on +44 (0) 20 3364 5155 and tell them what’s happened. They can send a replacement card to your home address.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • What must I do if one or more of my linked cards is lost or stolen?

    As soon as you realise one of your credit or debit cards are missing you must contact your  card provider immediately to report the loss/theft. After that, you must also contact us on +44 (0)20 3364 5155 to report what’s happened.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • I’ve lost my phone – what do I do?

    Rest assured, we’ve got this covered. The Supercard app is password protected, so no one can get into your account without that.  Also, it’s not possible to make payments or transfer money using the Supercard app.

    Your data is not stored in the app, so without your password no information can be viewed and no changes made to your data. Your bank card details are also obscured, so even the most cunning thief wouldn’t be able to glean your bank card details.

    You can still use your Supercard without the app being active.

    Once you’ve got your shiny new phone all you have to do is download the Supercard app and simply login (there’s no need to register again!) and all your information will be there.
  • How do I change my PIN?

    You are unable to change your PIN but, you can easily view it in your Supercard app. Simply find it in the menu of our app. It’s password protected, so only you can view it.

  • How secure is my PIN number?

    We make it easy for you to access your PIN number within the Supercard app so you don’t forget it when you want to use it. However please rest assured that it is completely safe and only you can view it as it’s password protected and it’s also not stored on your phone.

Travel insurance

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  • I’m a new Supercard user, how can I activate my travel insurance?

    If your application for a Supercard was approved before 21 July 2016, we have emailed you to explain that we are adding certain travel insurance benefits to the Supercard product with effect from 21 September 2016.  Our email also explains how you can receive the travel insurance benefits sooner if you wish. If you have any questions or need more information, please contact the Supercard Customer Services Team on 44 (0)20 3364 5155.

    If your application for a Supercard has been approved on or after 21 July 2016, you will automatically be entitled to receive certain travel insurance benefits once you have activated your Supercard. For more information about these benefits, please refer to Annex B of the Supercard Terms and Conditions available here or contact the Supercard Customer Services Team on 44 (0)20 3364 5155.

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

  • I need to make a claim on my Supercard travel insurance, who do I need to speak to?

    If you need to make a claim, please call the Supercard Customer Services Team on 44 (0)20 3364 5155 and they can help you. 

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

  • I have a question about the travel insurance benefits that comes with Supercard, who do I contact?

    Please call the Supercard Customer Services Team on 44 (0)20 3364 5155 and they can help you or they will put you in touch with someone who can. 

    (Calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

Ordering cash

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  • Can I order cash through my Supercard app?

    It’s not possible to order foreign currency through your Supercard app, but we’ve got a solution for that: you can order it online at Travelex.co.uk or by using our Travelex Money app. We can either deliver it direct to your home, or you can pick it from one of our stores in as little as four hours.

I'm an existing pilot customer

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  • What’s different with the new Supercard compared to my existing pilot Supercard?

    Throughout the pilot we’ve been getting a lot of feedback from all of you, which we’ve taken on board to create an even better Supercard:

    • Supercard is now a MasterCard card so we can give you the incredible MasterCard wholesale exchange rate when you use it abroad.
    • Added security features - we’ve tried to make using your Supercard as safe as possible
    • We’ve worked hard to make your Supercard and app look as slick as possible, so you’ve got a card that you can be proud of in your wallet.
    • Improved in app functionality:
      • Password recovery
      • Card management

    In order to continue bringing you Supercard and also to enable to whole of the UK the chance to get their hands on it we’ve had to make a small charge of 2.99% for ATM withdrawals made outside of the UK. This is because every time you use an ATM we get charged and in order to continue to bring you the MasterCard wholesale exchange rate (the same great exchange rate we get from MasterCard - we don’t add anything on top) when you withdraw money, we need to pass a charge of 2.99% through to you when you withdraw money abroad.

    For full details of fees and limits associated with using a Supercard, click here.

    Rest assured, we’re not going to stop trying to make your Supercard experience better; we’re going to continue to add features and improve it.

    If you have any feedback on how we can make Supercard even more super then, let us know! We’d love to hear from you.

    Tweet us - @SupercardUK

    Message us – Facebook.com/TravelexUK

     
  • My existing pilot card has stopped working – why?

    The Supercard pilot officially closed on Tuesday 7th June 2016, which means that all Supercards that were issued during our pilot no longer work.

    To get your hands on a new Supercard, you will need to update your Supercard app and register for your new card. The registration is quick and easy, so you should have a Supercard back in your hand before you know it.

    Update your Supercard app:

    -       App Store >

    -       Google Play >

  • Why can’t you just send me a new Supercard?

    To improve the Supercard experience, we’re now partnering with Wirecard Card Solutions Limited to bring you a new Supercard programme. Because of this, you’ll need to register again for Supercard so we can get you a new one in the safest and easiest way possible.

  • Can I still manage my Supercard online?

    We no longer have the online account service so you will not be able to access your Supercard account through our website, but that’s because we’ve been focusing on bringing you an incredible Supercard app that will have everything you need to know, all in one place.

  • I need to get my hands on my existing transaction data from my last Supercard. How do I do this?

    You can apply to receive this information through a Subject Access Request.

    All requests for this information should be made to Tuxedo Money (our issuer for the Supercard pilot). You can contact them by:

    Email: compliance@tuxedomoney.com

    Telephone: +44 (0) 203 503 0945

    Please note: Tuxedo Money may levy a small charge for this service.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
  • Why is there now a fee to take money out of an ATM?

    We saw that during our pilot the majority of cardholders prefered using Supercard to spend in stores, restaurants etc. and we wanted to make sure that we kept this bit free of charge to you as well as giving you the MasterCard wholesale exchange rate – the same great rate we get from MasterCard, we don’t add anything on top. However, every time you use an ATM abroad we get charged and in order to continue to bring you the MasterCard wholesale exchange rate when you withdraw money, we need to pass a charge  of 2.99% through to you when you withdraw money abroad.

  • Why is there a charge for using Supercard in the UK?

    Supercard is at its heart a travel payment card, and everything is set up so you can use it best when you’re abroad.

    While you can use your Supercard in the UK, it’s not intended as a domestic payment card, so you will incur a small fee of 1% of the transaction value plus £1 on each transaction you make using your Supercard  in the UK.
  • What if I have questions about any transactions made or attempted by me with my Supercard before 7 June 2016?

    If you have any questions regarding any transactions before 7 June 2016, please call the Customer Service team on +44 (0) 203 503 0945.

    If you need to get hold of any transaction data, you can apply to receive this information through a Subject Access Request. This request is made to Tuxedo Money (our issuer for the Supercard pilot), and you can contact them at compliance@tuxedomoney.com, or on +44 (0) 203 503 0945. Tuxedo Money may levy a small charge for this service.

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     

I can't find my question here - help!

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  • I can’t find my question here – help!

    Darn it, we tried to cover everything! But if you can’t find the answer to your question here, then please contact us and we’ll be more than happy to help.

    You can contact us 24/7 on:

    Telephone: +44 (0) 20 3364 5155

    Social:

      Twitter - @SupercardUK

      Facebook - TravelexUK

    (calls to this number from landlines and mobiles within the UK are charged at your network operator’s standard rate for calls made to a UK landline. Note that there might be additional charges if you are calling from abroad – please check with your network operator).

     
Supercard is issued by Wirecard Card Solutions Ltd (WDCS) pursuant to licence by MasterCard International Incorporated. MasterCard is a registered trademark of MasterCard International Incorporated. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).