Applying for a prepaid credit card
Q: How do I apply for a prepaid credit card? A: Simply click on the 'Apply now' button, and complete the application form. You will need a valid UK issued debit card or credit card in order to complete the
application. They will attempt to identify you via electronic database checks, however you may be required to provide further proof of identity. Back Top
Q: I want to apply for a prepaid credit card for my child. How do I do this?
A: You may apply for an additional card for any family member as long as they are 13 years of age or over. When completing your application, simply click on the "Add additional cardholder" section of the form and complete their details. There maybe a fee charged for each additional card. Back Top
Q: Can I apply for Euro, Dollar and prepaid credit cards at the same time?
A: Yes, you can apply for all three cards on the same application form. Back Top
Q: When will I get my card?
A: Once your application has been processed, a prepaid credit card will be sent to you within 7 days. Back Top
Q: What do I need to do when I receive my prepaid credit card?
A: You must sign your card on the signature strip on the reverse side as soon as it is received. To activate your card simply click on the 'Login/activate' link on the website and follow the instructions to activate/load your prepaid credit card. Back Top Q: I have just received my prepaid credit card and it does not work. Why? A: You will need to load and activate your card when you receive it. 'Login/activate' to do this. Back Top
Prepaid Card PIN and security
Q: How do I get my PIN?A: In many cases now prepaid card companies no longer send your pin number via the mail, you instead ring a number and follow the voice prompts to receive your PIN this is a safer option and reduces costs. Back Top
Q: I have forgotten my PIN; what can I do?
A: Ring the prepaid card companies number provided on their website and follow the voice prompts to retrieve your PIN. Back Top
Q: How do I change my PIN?
A: You can change your PIN at most ATMs in the UK. The ATM may display a message saying "You may be charged for this transaction do you wish to proceed?" You must select "Yes" in order to proceed and change your PIN. You will not be charged for changing your PIN. Back Top
Q: How secure is my card?
A: A 'Chip & PIN' cards offer a safe way to take money overseas. You should treat your prepaid card like cash in a wallet. If it is lost or stolen, you may lose some or all of the money on your card. As a result, you must keep your prepaid card safe and not let anyone else use it. You must keep your PIN secret at all times. Do not reveal it to anyone. We recommend that you frequently check your online balance and monitor transactions using your transaction history. You should contact them if you notice anything suspicious. Back Top
Q: What happens if my card is lost or stolen?
A: If you lose your card, it's stolen or you suspect that your card has been used by someone, you must tell them as soon as you can by calling thier 24-hour lost and stolen helpline. They will then cancel your card and may ask the police to investigate any suspected misuse of your card and they may need more information and assistance from you. They will refund the amount of any transactions which the investigations show are not authorised by you, provided you have kept your card and PIN secure. However, if the investigations show that any disputed transaction was authorised by you, or you have not kept your card or PIN secure, they will not refund the transaction amount. Back Top
Loading your prepaid card
Q: How do I load money onto my card?
A: Funds can be loaded onto your currency card in a number of ways: online, by phone, or via SMS (text). However, your first load must be made online. Please note your card will only be activated when you load your card for the first time online. Simply go to the prepaid card company website and log in to your account and follow the instructions on screen. Back Top
Q: Who can load money onto my card?
A: Your prepaid credit card must be loaded by the primary cardholder's. Only the primary cardholder can load money onto a card; it is not possible to load it from any other account. Back Top
Q: I have just loaded money onto my card. How long does it take for the funds to be added to my available balance?
A: Once loaded, funds will normally be available for use within minutes in most cases for places like high street banks to top up locations like paypoint these can vary up to 1 to 5 working days. Back Top
Q: Are there any minimum or maximum load limits?
A: The minimum load on your Prepaid Card is usually set at £10 and currency cards range from £10 to £100 depending on the currency of your card. The maximum single load ranges from £850 to £5,000. Your card cannot be loaded more than twice in any one day and all companies reserve the right to refuse to accept any particular loading transaction. Back Top
Spending on your prepaid card
Q: Do you charge me to take out cash from an ATM when overseas?
A: prepaid credit card companies cary with charge fees so read the terms and conditions before you purchase a card, in most cases for overseas ATM withdrawals there is usually a higher charge unless it is a currency card as many of these offer free fee charges.Many UK debit, credit card and currency card issuers do charge fees for overseas ATM withdrawals. When you use an ATM overseas, the ATM owner may charge you a fee. This is not prepaid card company charging you, this is the ATM owner. Back Top
Q: Is my prepaid credit card like a normal bank debit card or credit card?
A: Your prepaid credit card is not a credit or debit card. It is a prepaid Visa or MasterCard branded card that carries a variable amount of money dependent on how much has been loaded on to it. Each time you use the card, the purchase amount is deducted from the available balance. Back Top
Q: What should I do if I get the choice to pay in sterling or local currency?
A: If you are at an ATM or somewhere where the bill is presented in sterling rather than the local currency (i.e. euros or dollars), ask to pay in the local currency, not sterling. This is a process called Dynamic Currency Conversion, or DCC. The merchant invites you to pay in sterling and then performs the exchange at a rate that could be unfavourable, which may cost you money. Remember to check the payment terminal if the amount is shown in sterling, ask that it is changed. Back Top
Q: What happens if I need to return an item I have purchased?
A: Each retail store has its own returns policy and will handle the returns in the same manner as any other MasterCard or Visa transaction. Back Top
Q: Where can my prepaid credit card be used?
A: You can use the prepaid credit card wherever you see the MasterCard or Visa sign depending on the branded card you have chosen, including ATMs, shops, restaurants, online or on the telephone. Back Top
Q: Can I use my prepaid credit card in the UK?
A: Yes, your prepaid credit card will work in the UK. Refer to any terms and conditions for the fees associated with domestic use of your card. Using your card outside the denominated currency may involve an extra foreign exchange charge. This exchange rate would be determined by Visa or MasterCard or the prepaid card company. Back Top
Q. Should I use my prepaid credit card for security deposits?
A: Do not use your prepaid credit card for any security deposits when you check into a hotel or hire a car. Secure these with any other card and only use your prepaid credit card to settle the bill. When a card is used for security deposit a block is put on the funds for the relevant amount on that card. Unlike a credit card your prepaid credit card holds a prepaid balance and the block will stop you from spending the deposit amount of your travel cash. A block can last for up to 30 days. Use any other card for the security deposit and your prepaid credit card when the payment transaction is required. The funds will still be pre-authorised on the other cards. Back Top
Q: How do I check my card balance?
A: You can check your card balance by logging onto your account or by using SMS (text) balance retrieval service. Back Top
Q: When I am abroad, the ATM asks me to choose which account I wish to withdraw money from. What option should I pick?
A: You should select the credit account option. Back Top
Q: How can I find out if there is an ATM nearby?
A: Check out all of the ATMs near the area you are visiting by going to
www.mastercard.us/cardholder-services/atm-locator.html
Managing your prepaid card account
Q: Do I receive a statement?
A: No. However, you can view your current balance and transactions online free of charge on their website. Back Top
Q: Can I have the balance on my prepaid credit card refunded to me?
A: You can redeem the funds on your prepaid credit card at any time, in whole or in part. To do so, either send them an e-mail or by telephone on (note any call charges as some do have expensive tariffs charges). Back Top
If you request redemption of all funds on your prepaid credit card, you may keep your card with a zero balance ready to load in the future. You will not be charged for keeping your card with a zero balance on it. When they process your redemption request, please note they may need to verify your identity so that they may process your request in accordance with legal requirements. Some may charge a redemption fee. Back Top
Q: Will I earn interest on my prepaid credit card balance?
A: You will not earn any interest on any funds loaded onto your prepaid credit card. Back Top
Q: What do I do if any of my personal details change?
A: If your address, phone number or e-mail address change, you must let the prepaid card company know as soon as possible, by logging into your online account and updating the necessary sections. If they contact you in relation to your prepaid card, for example to notify you that they have cancelled your card or to send you a refund, they will use the most recent contact details you have provided to us. Back Top
Q: How do I cancel my currency card ?
A: You have a legal right to cancel your prepaid credit card within 14 days of receiving it. Under most prepaid card terms and conditions, you also have the right to cancel your prepaid credit card at any time after this 14-day period. If your prepaid credit card is cancelled, they will immediately block your card so it cannot be used. You will not be entitled to a refund of money you have already spent on transactions authorised, pending or any fees for use of the card before it is cancelled. Back Top
Q: I will not be travelling again for a while and want to block my card - how can I do this?
A: You can have your prepaid credit card status changed to 'deposit only'. This will mean that you will be able to load your card at any time, but no purchases can be made. Before you go travelling again, simply give us a call we will unblock the card ready for use. Back Top
Q: What happens when my prepaid credit card expires?
A: Your prepaid credit card will be valid for a period of time ranging from one year to three years this is shown on the front of the prepaid card. When it expires they will issue you with a replacement card only if you let them know one is required. You are usually contacted by email at your registered email address one month before expiry and you will be required to re-confirm your details and which replacement cards you require. Back Top
Q: My card has suddenly stopped working. Why?
A: This could be for a number of reasons but the main reasons are usually below: 1. Your card is damaged.
2. You have no balance left on your Caxton currency card and need to load some more funds.
3. They have blocked the card for security purposes or on your instructions.
4. The card has expired and you have not confirmed that you need a replacement; check the expiry date on the card itself. Back Top
Q: What are the fees for using a currency card?
A: This depends on the card you have chosen, the companies only make their money out of fees charged but do try to limit these as much as possible to ensure that they stay competitive. Some even charge a monthly fee to limit the maximum charges you will incurr. Back Top
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