FAQ

Help & FAQs

The basics

  • What is a Travelex Money Card?

    Travelex Money Card is a contactless prepaid Mastercard® currency card, designed for overseas use. Charges for use in the UK will apply - for more information, please see the fees and limits section. You can load multiple currencies onto your Travelex Money Card before you travel, and then use it in millions of ATMs worldwide to access your money quickly and safely. You can also pay for goods and services online and in stores worldwide.

  • How does Travelex Money Card compare with other FX products?

    The Travelex Money Card is a convenient and safe way of carrying your travel money overseas, offering all the peace of mind and security you need from a travel card. Pre-loading your Travelex Money Card gives you more control of your travel budget than a standard debit or credit card, and given we do not levy any international ATM or transaction fees on purchases, it’s easier to manage your overseas spending. Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • What happens if I have a Cash Passport?

    We’ve replaced the prepaid card that we sell in this country (Cash Passport) with the enhanced and renamed Travelex Money Card.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport card, you will need to transfer the balance on your Cash Passport card to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    The new Travelex Money Card is an enhanced product, with contactless functionality, free Global Wifi hotspots and unique merchant offers. To find out more about the benefits of the Travelex Money Card, see here. It’ll still have the same security, won’t be linked to your bank account and is still Chip and PIN protected.

    However, if you do not want to purchase the Travelex Money Card, you can still use your existing Cash Passport card. Please note, we are no longer selling Cash Passport.

Getting started

  • How do I get a Travelex Money Card?

    You can purchase a Travelex Money Card from any Travelex store, or online for home delivery or for collection from a Travelex store in the UK.

  • Who can apply for a Travelex Money Card?

    Anyone over the age of 18 can apply for a Travelex Money Card; all you need is valid government issued photo ID.

  • How many cards can I get?

    You should only hold one card in your name at any one time.

    We’ve replaced the prepaid card that we sell in this country with the enhanced and renamed Travelex Money Card.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport, you will need to transfer the balance on your Cash Passport to the Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    You can also purchase an additional Travelex Money card, which you should only use if your primary card is damaged, lost, misused or stolen. You should not share your cards with anyone else.

  • Will my name be on the card?

    If your card is ordered for home delivery, your name will be embossed on the card. For store collection orders and purchases, your name won’t be on your card.

  • What if I’m a non-resident?

    If you’re a non-resident, you won’t be able to purchase a card online. However, you’ll be able to purchase a Travelex Money Card from a Travelex store in the UK if you have valid government issued photo identification with you. Please note, however, that reloading your card will be restricted for non-UK residents and reloads will only be possible in Travelex UK stores.

    You cannot purchase and use a Travelex Money Card if your home address is in one of the following countries or geographical regions: Iran, North Korea, Sudan, Syria and Crimea.

  • Can I purchase a card if I am under the age of 18?

    Unfortunately not, you must be 18 years of age or older.

  • Can I request an additional card?

    You can request an additional card when you purchase your Travelex Money Card. Please see the fees and limits section to find out how much this additional card fee is.

  • How does an additional card work?

    You should keep your main card with you to use and spend on your travels. If you decided to purchase an additional card for peace of mind, please keep it safe. If your main card becomes compromised, damaged, lost or stolen, you can call Card Services to cancel your main card and start using your additional card right away, meaning you can still access your funds.

    If you have an existing Cash Passport, please refer to the FAQ: What happens if I have a Cash Passport?

  • Can I have my funds transferred from my Cash Passport card to the Travelex Money Card?

    Yes, contact Card Services and advise that you would like to transfer funds from your Cash Passport card to your Travelex Money Card. They will transfer the funds from one card to the other card, at no cost and put onto the same currencies. For example if you have US$1,560 on your Cash Passport card the Card Service team will balance transfer US$1,560 into your USD wallet on the Travelex Money Card.

  • Can I use a secondary card for other people?

    Unfortunately it’s not possible to have secondary cardholders on your Travelex Money Card.

My account

  • What is My Account?

    My Account is an online card services tool, where (once you register your Travelex Money Card) you can check your balance, obtain a PIN reminder, move money from one currency to another, review your transaction history and balances.

    To register for My Account, simply go to the ‘My Account’ link, select New Registration and follow the instructions on the screen to register your card. You can find contact numbers here.

  • How do I register my card in My Account?

    Click on the link for My Account here, select New Registration and simply follow the instructions on the screen.

    If you have any issues please call Card Services 24 hours a day, seven days a week. You can contact Card Services here.

  • What do I do if I can’t access My Account?

    If you’re having difficulty registering your card, please contact Card Services 24 hours a day, seven days a week. You can contact Card Services here. Your Travelex Money Card will be active and ready to use as soon as you purchase it, regardless of whether you’ve registered for ‘My Account’ or not.

  • How do I activate my card?

    If you purchase your Travelex Money Card in one of our Travelex stores, then it’s activated at the time of collection.

    If you order a Travelex Money Card for home delivery, please call the Card Services activation line on 0800 260 0355 or +44 203 284 8395 (from abroad) to activate your card.

Managing card

  • Do I need a PIN with my Travelex Money Card?

    Yes, you’ll need your 4 digit PIN to use your card overseas at an ATM and for most purchases.

    If you’ve forgotten your PIN, either go to your ‘My Account’ online for a PIN reminder or call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • How do I get the PIN number?

    When purchasing and collecting your card at a Travelex store, your PIN number is given to you along with your card.

    If you’ve ordered a Travelex Money Card for home delivery, please call the Card Services activation line to activate your card and reveal your PIN Number. You will find the telephone number on the back of the card.

  • Can I change my PIN?

    Yes, you can change your PIN at any participating ATM in the UK and Europe that has a PIN change facility.

  • What happens if I've forgotten my PIN?

    You can get a PIN reminder by selecting the 'PIN reveal' option in ‘My Account’ online.

    Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week. You can find contact numbers here,

  • How can I check my balance and move money between currencies?

    The quickest and easiest way to check your balance is in the Travelex Money app – find out more here.

    You can also check your balance, view your transaction history, get a PIN reminder and move money between currencies as soon as you've registered your Card in ‘My Account’ online, as well as by calling Card Services.

    Call Card Services, 24 hours a day, 7 days a week. You can find contact numbers here.

Using & topping up card:

Using card

  • What if I don’t have enough of the currency I need?

    The Travelex Money Card means that as long as you have more than one currency loaded, your card will automatically select the next available currency, in the following order:

    British pounds sterling, euros, US dollars, Australian dollars, Canadian dollars, New Zealand dollars, South African rand, Emirati dirham, Swiss franc and Turkish lira.

    The funds will be debited from the balance of each currency, starting with your home currency, in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using the daily rate determined by Mastercard plus the foreign exchange fee. The order or priority can’t be changed.

    If you have insufficient funds of the currency you need, or you don’t have the currency of the country you are visiting on your card, you can still use your card to make a payment. The Travelex Money Card will automatically convert the amount of the transaction from local currency into the Currency/ies available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, plus a foreign exchange fee (please see the fees and limits section for more details.

  • What is my default currency and how do I change it?

    Your default currency is the currency you set in My Account - it’s automatically set at the home currency of the country where you purchased your Travelex Money card.

    You can only set one default currency at a time, but you can change it in your My Account at any time.

    If you are loading via bank transfer, please ensure that you default currency is set to be the currency you want to bank transfer load to be deposited into.

  • Which currencies can I load my Travelex Money Card with?

    The Travelex Money Card can be loaded or topped up using British pounds.

    Your pounds will be added to your card, or converted (at an exchange rate determined by Travelex) and loaded into (up to) 9 additional currencies: euros, US dollars, Australian dollars, Canadian dollars, New Zealand dollars, South African rand, Swiss francs, Turkish lira and Emirati dirham. You can move money between the currencies on your card at your convenience, 24 hours a day, 7 days a week via My Account.

    For this, you will be charged the Travelex Currency to Currency foreign exchange rate. The loaded rate is the Travelex rate determined by us. The currency to currency rate is based on the Mastercard rate of the day. We will notify you of the rate that will apply at the time you allocate your funds from one currency to another.

  • Does the Travelex Money Card have a mobile app?

    The Travelex Money Card has a mobile app, making it really easy to have your finger on your balances and to top up your Travelex Money Card within seconds, wherever you are in the world. To download the Travelex money app please click here for iPhone or here for android.

  • How much does a Travelex Money Card cost?

    The initial card fee is free, subject to minimum load amounts. Please see the please see the fees and limits section for more information. There are fees associated with the way you use your card e.g. the type of transaction, the currency you use, and when you move currencies on your card. Limits also apply to top up amounts and method of top up. Please see more information on applicable fees and limits section.

  • How do I move money between currencies?

    You can move money between currencies by logging into your My Account online. When you move money from one currency to another, the Travelex Currency Transfer fee will be applied. You can also call Card Services to move money between currencies. Please see the fees and limits section for more.

  • Which currency will be used for a transaction?

    If you’ve loaded the currency of the country you’re visiting, your card will use that currency. If you don’t have enough local currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority specified below until the sufficient amount is found:

    British pounds, euros, US dollars, Australian dollars, Canadian dollars, New Zealand dollars, South African rand, Emirati dirham, Swiss franc and Turkish lira.

    Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

  • What do I do when asked if I want to pay for my transaction in ‘My local home currency’ instead of the local currency of the country? (DCC)

    Some foreign retailers and ATM operators give cardholders the choice of paying in either the currency of the country they’re visiting or in their own local home currency.

    If you’ve loaded funds in the currency of the country you’re in, we recommend that you don’t choose to pay in your local home currency and you should pay in the currency of the country you’re in instead.

    If you opt to pay for a transaction in a currency other than the local currency, you may incur additional cost.

  • What if I am visiting a country and do not have the right currency on the card?

    You can still use your Travelex Money Card to make a payment if you don’t have the currency of the country you’re visiting on your card. Where you don’t have a balance in the currency of the transaction, your card will be debited according to the predetermined default order of priority, which is as follows:

    British pounds, euros, US dollars, Australian dollars, Canadian dollars, New Zealand dollars, South African rand, Emirati dirham, Swiss franc and Turkish lira.

    Funds will be debited from the balance of each currency in this order until the relevant transaction amount has been satisfied. Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

  • What if I don’t have enough of the currency I need to make a purchase or withdrawal from an ATM?

    The great flexibility of the Travelex Money Card means that if you have more than one currency loaded, the card will automatically use up the remaining money you have in the required currency, then select the next available currency in the following order:

    British pounds, euros, US dollars, Australian dollars, Canadian dollars, New Zealand dollars, South African rand, Emirati dirham, Swiss franc and Turkish lira.

    The search will automatically begin from the start of the order, and the funds will be debited from the balance of each currency in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

    Alternatively, you can log into your My Account online and move your money from one currency to another currency on your card. The Travelex Currency Transfer fee will be applied. Click here to see the fees and limits.

  • Do I select 'Cheque', 'Savings', ‘Debit’ or 'Credit' at an ATM?

    You should always choose 'credit' at an ATM or merchant. Even though the Travelex Money Card is not a credit card and you won’t be charged credit card fees, by pressing ‘credit’ you will be using the international system, rather than the local banking system.

    If the credit option doesn’t work, then please choose ‘debit’ or ‘savings’.

  • What card balance will be given at an ATM?

    Not all ATMs will display the card balance; some may show a total for all currencies in the local currency. If you want the exact balance of the funds remaining on the card, please go to your My Account, log into the Travelex Money App or alternatively call Card Services.

  • Will I be charged an ATM fee overseas?

    Travelex will not charge you overseas ATM fees for making withdrawals and balance enquiries at ATMs displaying the Mastercard Acceptance Mark.

    Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • What is the maximum amount I can withdraw from an ATM in each 24-hour period?

    You can withdraw up to GBP 500 (or currency equivalent) in any 24 hour period. Some ATM operators may set lower limits.

  • What is the maximum amount I can spend on the card each day?

    The maximum limit that you can spend in any 24 hour period is GBP 3,000 (or currency equivalent) across transactions made via point of sale, internet and phone transactions.

  • What is contactless?

    Travelex Money Card is Mastercard contactless enabled. Mastercard contactless is the faster way to pay for purchases of under GBP30. No signature or PIN is required. Just tap your card against the reader and go. For more information, please visit www.mastercard.co.uk/en-gb/consumers/features-benefits/contactless.html.

    Please note, transaction limits are subject to change and different transaction limits will apply in different countries./p>

  • How can I check the balance and transaction details on the card?

    If you want a quick check on your balance, you can check in the Travelex Money App. However if you want a more detailed transactional history alongside your balance, you can see these by using My Account online.

  • Can I get cash back when making a purchase?

    No, but you’ll be able to get cash from ATMs. Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

  • Can I use the Travelex Money Card online to make purchases?

    Yes, you can use your card to shop online from any merchant that accepts Mastercard Prepaid. As long as you have the correct currency on the card that the online site trades in, a currency conversion won’t be required.

    Please note: your card will use the currency of the online site. If you don’t have enough of that site’s trading currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority until the sufficient amount is found.

    Transactions and fees that require a currency conversion are calculated using the Mastercard® foreign exchange rate plus the foreign exchange fee.

  • What if my card doesn’t work at an ATM?

    Your Travelex Money Card should work in any ATM displaying the Mastercard Acceptance Mark. If you’re unable to withdraw cash at an ATM, check if you’ve got enough money on your card first, then call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

    Your card will be disabled if an incorrect PIN is entered 3 times in a row. If the card is disabled, please contact Card Services to reactivate it, which can take up to 24 hours. You can find contact numbers here. If you’ve forgotten your PIN, contact Card Services or check your My Account.

    Make sure to always choose 'credit' at an ATM.

  • What if the ATM asks for a 6 digit PIN?

    In some countries, you may be asked for a 6-digit PIN when using an ATM. However, your card’s 4-digit PIN will still be accepted if the ATM has been set up correctly and you have selected ‘credit’. If you need assistance with any PIN issues, call Card Services. You can find contact numbers here.

  • How do I change my address for Travelex Money Card?

    Please call Card Services if you need to change your home address.

  • Can I register for SMS text alerts?

    SMS services are currently not available to Travelex Money Card cardholders.

  • How secure is the Travelex Money Card?

    Activity on your Travelex Money Card is monitored every day to detect unusual behaviour, and if something is spotted you'll be contacted to check your transactions. There are also things you can do to help keep your travel money secure: • Sign your card as soon as you receive it • Check your transactions regularly and report anything unusual to Card Services immediately • If you print statements from the internet, keep them safe and shred them when you've finished using them • Never give your personal details to someone on the phone • Don't give out your details in response to unsolicited email • Be wary of anyone who asks for common security details like your mother's maiden name, passwords, date of birth, or information about your work • Never give your PIN to anyone, even if they claim to be from your card issuer • Don't let yourself get distracted when using cash machines or point of sale terminals - somebody may be trying to find out your PIN

  • When does the Travelex Money Card expire?

    Your card will expire on the date given on the front of the card. Upon expiry you’ll still be able to obtain a refund of the balance in accordance with the Agreement, or you may choose to transfer the remaining funds to a new card. You may be charged for this service.

  • What if I still have funds on my Travelex Money Card and it has expired?

    If you have any remaining funds please contact Card Services 24/7. You can find contact numbers here.

  • Topping up card

    • Can I top up/add extra funds to the Travelex Money 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 reload 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 reload a maximum of £5,000 per day (across all currencies on the card) via a bank transfer, but your total Card Fund 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 reload 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 reload confirmation.

      Please note, telephone reload limits (across all currencies on the card):
      • In one day: £750
      • Within 60 days: £1,500

      Telephone reloads will be credited to your account immediately.

      For example, if you reload £750 onto your card in one day, you may then only load a further £750 within 60 days. The telephone reload limits are subject to the total Card Fund balance already on the card at the time of the reload, as your total Card Fund 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 load will be available straight away.

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

    • How much can I load/top up onto a Travelex Money Card?

      The minimum you can load/top up is GBP 50 or currency equivalent, apart from online or via the Travelex Money app which is GBP 100. 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 fees and limits section.

    • Can I top up my Travelex Money Card over the phone?

      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).

    • What exchange rate is used for top ups?

      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.

    • What happens if the card is damaged, lost, misused or stolen?

      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.

    • How do I get a replacement card sent to me?

      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.

    • Can I get access to emergency cash?

      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.

    • What is the contact number I need to call when overseas?

      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.

    • Who are Card Services, and what do I call them for?

      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.

    • Will pre-authorisations be applied to transactions on my Travelex Money Card?

      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.

    • How do I close my Travelex Money Card?

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

    • How do I find out about the Travelex Money Card Platinum Benefits?

      To find out all about the Platinum Benefits of the Travelex Money Card, here.

    • Are there any countries or geographical regions the Travelex Money Card won’t work in?

      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 a cash machine 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: Iran, North Korea, Sudan, Syria, and Crimea.

    • Disputed Transactions

      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 prepaidmgmt_ppc_disputes@mastercard.com. You'll need the latest version of the free Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed on your computer, please click here to download it.

      You can download the dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF. 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.

    • What do I do if I find an incorrect transaction on my card?

      It’s recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on your My Account.

      If you have any queries about your Travelex Money Card balance or you notice a card transaction that you don’t recognise, please notify the 24 hour Card Services team as soon as possible. Card Services will be happy to check 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 of the transaction debit date.

      If there is an incorrect transaction, 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 and complete a dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF.

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

    • What do I do if I want to dispute a transaction?

      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 and complete a dispute form from https://www.multicurrencycashpassport.com/media/6633010/DISPUTE-CLAIM-FORM-v18_ENGLISH.PDF.

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

    • I don't have as much money available on the card as I thought. Why is this?

      When using your card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.

      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 or when you use your card to pay for telecommunication services, 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’. Tolerance is only applied to certain merchant categories listed below.

      Bars (or other similar drinking places) – 20% Restaurants (or other eating places) – 20% Automated fuel dispensers - GB£50 or currency equivalent

      Please see ‘How much more than the bill amount do I need to have on my card for transactions at bars, restaurants and petrol stations?’ for further information on the additional amounts required. You may also find that you have less money available on the card than you thought because you have used your card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this

    • How much more than the bill amount do I need to have on my card for transactions at bars, restaurants and petrol stations?

      When using your card, a percentage or a fixed amount may be added to the amount of the transaction when it’s submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

      Bars (or other similar drinking places) – 20% Restaurants (or other eating places) – 20% Automated fuel dispensers - GB£50 or currency equivalent

      For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available Card Fund or currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

    • What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

      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 order of priority.

      The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange fee.

    • What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

      you do not have sufficient funds available in your total available Card Fund 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 + 20% tolerance (US$10) = 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 Fund to cover the addition of tolerance. If the merchant supports it however, you can use your card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your card. The cashier should process your card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

    • What is pre-authorisation?

      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.

    • When I use my card at a bar, restaurant or petrol stations, how long are the funds reserved for and why?

      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 Fund 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 order of priority. 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.

      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 Travelex Money 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.

    • Why is tolerance applied to Chip and PIN transactions?

      When using your card at merchants where tolerance is applied, in some locations your card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your card to be swiped at a bar to open a tab.

      The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.


      Merchant category - Tolerance (% of the authorised amount)
      Bars (or other similar drinking places) - 20%
      Restaurants (or other eating places) - 20%
      Automated fuel dispensers - GB£50 or currency equivalent

    • My Travelex Money Card got rejected when paying, what now?

      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.

Fees & limits

  • What are the fees and limits?

    Fees

    Card fee FREE
    Additional card fee GBP£5
    Loading money Free for FX loads, 2% for GBP loads.
    Using your card: UK GBP£1.50 / EUR€1.75 / USD$2.30 / AUD$2.30 /CAD$2.40 / NZD$3 / ZAR20 / TRY5.40 / CHF2.20 / AED8
    Using your card: international FREE
    Replacement card FREE
    Inactivity fee GBP£2 per month (charged after a 12 month period of not using your card)
    Foreign exchange fee 5.75% (charged if using your Card for a transaction in a currency not on your Card or you don't have enough balance in the local currency and the rest is taken from another Currency)
    Currency transfer fee Foreign exchange rate applies, varies each day
    Shortfall fee GBP£10
    Cash over the counter fee GBP£4 / EUR€4.70 / USD$6.20 / AUD$6 / CAD$6.40 / NZD$8 / ZAR50 / TRY14.50 / CHF6 / AED25
    ATM withdrawals:UK GBP£1.50 / EUR€1.75 / USD$2.30 / AUD$2.30 /CAD$2.40 / NZD$3 / ZAR20 / TRY5.40 / CHF2.20 / AED8
    ATM withdrawals: international FREE
    Cash out via Card Services (except in an emergency) GBP£6
    Cash out at the purchase location Check with the purchase location

    Limits

    Minimum amount you can load or reload in branch GBP£50
    Minimum amount you can load or reload online and on the Travelex Money app GBP£100
    Maximum amount you can withdraw in 24 hours over the counter, i.e. at a bank GBP£150
    Maximum amount you can withdraw from an ATM in 24 hours GBP£500
    Maximum amount you can spend at merchants in 24 hours GBP£3,000
    The most you can have on your card at any time GBP£5,000
    Maximum amount you can load in total in a 12 month period GBP£30,000
    Maximum number of active accounts you may hold at any one time 1
    Card life See card for expiry date
    Maximum number of tries when entering your PIN 3 in each 24-hour period

Existing cards

  • I have a Multi-currency card/Single Currency card/Globe card, but I notice you do not sell it anymore – why?

    On 3rd April 2017, Travelex changed the prepaid card offerings made available to customers. Previously online we had 3 Cash Passport prepaid products you could buy: the Multi-currency Cash Passport Card, where you could load up to 10 currencies, the Globe Card in pounds and the Single currency Cash Passport.

    We’ve simplified our prepaid card offering from the three different cards previously available, by upgrading to the new Travelex Money Card: a platinum card with added features and benefits. Now you can choose to buy and load into the full 10 currencies available, including pounds. Find out more about the Travelex Money Card Platinum Benefits here.

  • I have a Multi-currency card/Single Currency card/Globe card, but you no longer sell that card - does that mean I can’t use it anymore?

    Your Multi-currency/Single currency/Globe card is still valid for use until the date of expiry. You can still reload it fees and limits and use it until it expires. If you choose to buy a Travelex Money Card and already have an existing Cash Passport card, you will need to transfer the balance on your Cash Passport card to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

    However, if you do not want to purchase the Travelex Money Card, you can still use your existing Cash Passport card. Please note: we are no longer selling Cash Passport.

  • My Multi-currency card/Single currency card/Globe card is about to expire and I would like to purchase another one, but you’re no longer selling them. What can I purchase instead?

    We’ve replaced the Multi-currency card/Single Currency card/Globe Card that we sell in this country with the enhanced and renamed Travelex Money Card.

    You can now purchase the Travelex Money Card, a platinum card with added features and benefits, where you can choose to buy and load into the full 10 currencies available, including pounds. You can buy and find out more about the Travelex Money Card here.

    If you choose to buy a Travelex Money Card and already have an existing Cash Passport card, you will need to transfer the balance on your Cash Passport card to your new Travelex Money Card within 30 days of the purchase of the Travelex Money Card.

  • My Multi-currency Cash Passport card/Single Currency Cash Passport card/Globe card has expired and there are funds remaining on the card. What should I do?

    You have 2 options. 1. You can purchase our Travelex Money Card, a platinum card with added features and benefits, where you can chose to buy and load into the full 10 currencies available, including pounds - you can buy yours here. Once you have your new Travelex Money card, you can then call Card Services on 0800 260 0355 (free phone) and they will transfer the balance from the Globe card to the Travelex Money Card. 2. You can contact Card Services to ensure your funds left on your Cash Passport Card are safely transferred back to your UK Bank account. Please note a fee may apply, please see the fees and limits section for more information.

Support

  • How can I contact Card Services?

    If you have a general Travelex Money Card query, or want to pass on any comments about using your card, please get in touch using the following contact details:

    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:

    Lost or stolen cards
    Queries regarding transactions on your account or balance enquiries
    PIN assistance
    Guidance setting up your card account online
    Help with forgotten username and/or passwords
    Card and account activations

    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 have a Globe, Multi-currency, or Single Currency Card, please click here.

  • What is the complaints procedure?

    We are committed to providing you with the best possible customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.

    This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.

    Raise a new complaint

    In the first instance please contact our Card Services Team by telephone, via the number(s) provided in the User Guide supplied with your card. This team will try to resolve your concerns over the phone in a timely manner.

    Alternatively, you can e-mail your complaint to Prepaidmgmt_Globalcomplaints@mastercard.com or put it in writing to the following address:


    Service Quality
    Access House
    Cygnet Road
    Hampton
    Peterborough
    PE7 8FJ

    We are happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. Where possible, we will make information on our complaints process available in other languages.

    What information do I need to provide?

    To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:

    Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.)

    Your name
    Your address
    Your contact telephone number
    Clear details of your complaint
    What you would like us to do to resolve matters.

    Complaints Procedure

    When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

    If you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, you can refer the matter to the Financial Ombudsman Service which provides an independent review service for unresolved complaints that is free to customers.



    They can be contacted in the following ways:

    Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
    Telephone: 0800 023 4 567 / 0300 123 9 123 or +442079640500 (from outside the UK)
    E-mail: complaint.info@financial-ombudsman.org.uk
    Website: http://financial-ombudsman.org.uk/

    The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

    You can access the ODR platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

    You may use the ODR service if you are an EU resident and have a complaint about a product or service purchased from us online. As the ODR platform will ultimately re-direct your complaint to the UK Financial Ombudsman Service, you may prefer to contact Card Services or the Financial Ombudsman Service directly in the first instance.

  • I can't find my question

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


EU Payment Services Directive


The new Payment Services Regulations 2017 (which implement the EU Payment Services Directive (PSD 2) in the UK) aim to promote innovation, competition and improved security and reliability in relation to payments. These new regulations came into effect from January 13th 2018.


From 13 January 2018 onwards, the Financial Conduct Authority in the UK (the “FCA”) will regulate providers of online services referred to as Account Information Services (AIS) providers . These AIS providers offer online services to allow you to see your accounts data in one place.


  • What will these changes mean for you?

    You may authorise a regulated Account Information Services (AIS) provider to access your card account information.

  • How can you authorise a third party AIS provider to access my account information?

    You can only grant a third party access to the account information you can view. You need to register for online access at My Account before you are able to request authorisation to be granted to a third party to access your account data.

    In order to request third party account access you must call Card Services , who will be able to assist with your request.

    Any third parties you wish to authorise to access your account must appear in the UK Financial Conduct Authority’s and European Banking Authority’s register of authorised businesses.

    Before you give access to a regulated third party to access your account, you should make sure that you understand the service that they are providing and read the information they provide you on the service including their terms and conditions.

    Remember you must not share your card account login ID and password with anyone. This important security condition is part of the card agreement between you and R. Raphael & Sons plc who are the issuer of your card.

    You can revoke the authorisation given to a third party for account access at any time by contacting Card Services .

Need help?

Card Services will answer your questions and help with any problems or issues.

  • phone

    Call us

    0800 260 0355

  • Email us

    cardservices_prepaid@mastercard.com

Don’t have Travelex Money Card yet?

Why not buy the new Travelex Money Card and get all the great benefits to enjoy all year round…

Graphic detailing a Travelex Moeny Card Get card

*Please be advised that although Travelex do not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

Travelex Money Card is issued by R. Raphael & Sons plc, pursuant to license by Mastercard International Inc. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Raphaels Bank is a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938