Help & FAQs

The basics

• What is a Travelex Money Card?

  Travelex Money Card is a contactless prepaid Mastercard® currency card, designed for overseas use. 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 when spending in a currency loaded on the card, 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.

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 topping up your card will be restricted for non-UK residents and top-ups 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, Crimea, Donetsk, Luhansk and Russia.

• 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.

• How can I view all my balances and transactions from my various accounts in one place?

  Account aggregation is the ability to view your balances and transactions on selected account types held with other participating financial institutions in one place, so you can get an overall view of your accounts and available funds.

  How can I make use of these facilities?
  Check that your third party financial institution allows you to add your Travelex Money Card to your preferred account and follow the instructions to add an account. You can usually check this in your banking app. Where this is possible, ensure you have registered your Travelex Money Card with ‘My Account’.

  You can revoke the authorisation given to a third party for account access by contacting your third party financial institution. This is usually available within your banking app.

  It is important to emphasise that you must not share your login ID and password with anyone. This important security condition is part of your card agreement.

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?

  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 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.

  You can retrieve your PIN by downloading and logging into the Travelex Travel Money Card Mobile App. Click on the bottom of the App screen: Card > PIN > Enter Unique Passcode or biometrics > PIN Revealed. Please ensure nobody else can see your screen before tapping on PIN reveal. Your PIN will be available for 30 seconds.

• 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.

  You can retrieve your PIN by downloading and logging into the Travelex Travel Money Card App. Click on the bottom of the app screen: Card > PIN > Enter Unique Passcode or biometrics > PIN Revealed. Please ensure nobody else can see your screen before tapping on PIN reveal. Your PIN will be available for 30 seconds.

• 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.

• How do I Freeze & Unfreeze my card?

  Open the Travelex Money App, and log in to your account with the card details from the card you wish to Freeze. Tap card at the bottom, to go to card management screen. Tap to Freeze and Unfreeze your card.

  That’s it! You will see the card screen change to reflect that your card is now frozen. Simply tap unfreeze, to use your card again.

• What’s the difference between Card Freezes and reporting my card lost or stolen?

  When you report your card as lost or stolen, it will be cancelled and a new one will be ordered. You won’t need to do this with Card Freezes; they are temporary, so you can switch them on or off as you need.

• I have more than one card, how do I apply card management functions to them?

  If you have an additional cards, please log in to the Travelex Money app using the credentials from the card you wish to apply the card management features to.

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 pound sterling, US dollars, Euros, Australian dollars, New Zealand dollars, Canadian dollars, South African rand, Turkish lira, Swiss francs, Emirati dirham, Mexican peso, Polish zloty, Czech koruna, Swedish krona, Japanese yen, Thai Baht, Hong Kong dollars, Singapore dollars, Danish kroner, Norwegian krone, Hungarian forint and Icelandic krona.
  
  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 topping up via bank transfer, please ensure that your default currency is set to be the currency you want to top up.

• 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) 21 additional currencies: US dollars, Euros, Australian dollars, New Zealand dollars, Canadian dollars, South African rand, Turkish lira, Swiss francs, Emirati dirham, Mexican peso, Polish zloty, Czech koruna, Swedish krona, Japanese yen, Thai Baht, Hong Kong dollars, Singapore dollars, Danish kroner, Norwegian krone, Hungarian forint and Icelandic krona.
  
  You can move money between the currencies on your card at your convenience, 24 hours a day, 7 days a week via My Account or our mobile app. You won’t be charged a fee for currency to currency transfer but a foreign exchange rate applies. This varies daily and is based on the Mastercard rate of the day. We will notify you of the rate that will apply before you move 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 pound sterling, US dollars, Euros, Australian dollars, New Zealand dollars, Canadian dollars, South African rand, Turkish lira, Swiss francs, Emirati dirham, Mexican peso, Polish zloty, Czech koruna, Swedish krona, Japanese yen, Thai Baht, Hong Kong dollars, Singapore dollars, Danish kroner, Norwegian krone, Hungarian forint and Icelandic krona.
  
  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:
  
  Top up your card with your choice of 22 available currencies: British pound sterling, US dollars, Euros, Australian dollars, New Zealand dollars, Canadian dollars, South African rand, Turkish lira, Swiss francs, Emirati dirham, Mexican peso, Polish zloty, Czech koruna, Swedish krona, Japanese yen, Thai Baht, Hong Kong dollars, Singapore dollars, Danish kroner, Norwegian krone, Hungarian forint and Icelandic krona.
  
  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 pound sterling, US dollars, Euros, Australian dollars, New Zealand dollars, Canadian dollars, South African rand, Turkish lira, Swiss francs, Emirati dirham, Mexican peso, Polish zloty, Czech koruna, Swedish krona, Japanese yen, Thai Baht, Hong Kong dollars, Singapore dollars, Danish kroner, Norwegian krone, Hungarian forint and Icelandic krona.
  
  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 GBP£100. 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.

• 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 and up to 6 years after the Agreement has ended, 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 top-up one currency per bank transfer.
    
    • Then you can either phone your bank or log into your bank account via your bank’s website and create a new payee to make a GBP payment.
    
    Please use the following details:
    • Bank details Beneficiary/Payee: Mastercard Prepaid
    • Sort code: 20-32-53
    • Account number: 63807568
    • Reference: Your 16 digit Travelex Money Card card number (on the front of card)
    • Amount: Please ensure that the amount you load on your card is within the allowed card limits.
    
    You may top-up a maximum of £5,000 per day (across all currencies on the card) via a bank transfer, but your total card balance at any one time (including all currencies) may not exceed £5,000.
    
    It may take up to 5 working days for your bank to transfer the funds to us, however, be assured that we’ll load the funds onto your card within 24 hours of receiving them. We will send you confirmation via email that your top-up has been successful.
    
    Remember to set/change your preferred default currency in your My Account before transferring your money to us. Payments made in GBP will be converted to the relevant default currency, which will be set as GBP until changed. You can find the rate we used on your top-up confirmation.
    
    Please note, telephone top-up limits (across all currencies on the card):
    • In one day: £750
    • Within 60 days: £1,500
    
    Telephone top-ups will be credited to your account immediately.
    
    For example, if you top up £750 onto your card in one day, you may then only top up a further £750 within 60 days. The telephone top-up limits are subject to the total card balance already on the card at the time of the top-up, as your total card balance (including all currencies) may not exceed £5,000 at any one time.
    
    When topping up at a Travelex store, make sure to bring along your card and a valid government issued photo ID. The funds you top up will be available straight away.
    
    Top-up limits apply; please see the fees and limits section. If you top up a currency onto the card other than the local home currency, the Travelex foreign exchange rate disclosed at the time will apply.

  • 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. 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 an ATM or use your Card at merchants in any of these countries or geographical regions, your request will be declined. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, Crimea, Donetsk and Luhansk, and Russian merchants.

  • 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 the Card Services Disputes team.
    
    You can download the dispute form here. Please help Card Services to assist you by providing as much information as you can. They'll send a response within ten (10) working days of receiving your query.
    
    Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

  • 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 the dispute form here.
    
    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 the dispute form here.
    
    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 balance 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 to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.

    At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
    At petrol stations tolerance is applied to all automated fuel pump transactions.

    The merchant categories where tolerances apply are listed below.

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

  • 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 balance until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner.

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

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

    At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
    At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

  • 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 usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee.

    At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
    At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

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

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

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

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

    At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
    At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are release immediately once the transaction completes.

  • 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.

  • 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.

Apple Pay

• How do I add a Travelex Money Card to my Apple Wallet?

  Adding your Travelex Money Card to your Apple Wallet is a simple process.
  
  After you have registered your Travelex Money Card within the Travelex Money App, it will prompt you to add your Travelex Money Card to your Apple Wallet through a link within the app home screen. Follow the on-screen instructions and they will guide you through the whole process.
  
  If you’re not able to successfully add your card, then please follow these steps.

• Can I load currency onto my Travelex Money Card using Apple Pay?

  Yes, you are now able to add currency to your Travelex Money Card with Apple Pay. When you go to checkout and select a payment method, you can select Apple Pay and add funds from Maestro, Mastercard or VISA debit/credit cards.

• Who can help me if I can’t add my Travelex Money Card to my Apple Wallet?

  If you have followed all of the steps within the FAQ titled ‘How do I add a Travelex Money Card to my Apple Wallet?’ and have been unable to add the card successfully, then please feel free to reach out to the Card Services team on 0800 260 0355 who will be able to assist you. If you are currently outside of the UK, check for a free local number here.

• What charges are involved when I spend with my Travelex Money Card using Apple Pay?

  There are no additional charges whatsoever when using your Travelex Money Card through Apple Pay. It’s simply a way of using your phone to pay in place of your physical card, so only the standard Travelex Money Card fees and charges apply. See more here for a breakdown of associated charges.

• Should I still take my Travelex Money Card aboard with me, if it’s now in my Apple Wallet?

  Yes, absolutely. It’s always advisable to carry your Travelex Money Card with you, even if you use your Apple Wallet most of the time. Contactless or mobile payments may not be accepted in some places. Having your card with you means you’ll always be able to spend with confidence wherever Mastercard Prepaid is accepted.

• Can I use my Apple Pay and Travelex Money Card to pay in any currency?

  You can use Apple Pay to pay for any available currency loaded on your Travelex Money Card.
  
  In the same way that your Travelex Money Card works, Apple Pay will automatically select the correct currency when the currency type and funds available on your Travelex Money Card. If the correct currency funds are not available, then payment will be taken in priority order from your Travelex Money Card to fund the spend (the order is GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, SEK, JPY, THB, HKD, SGD). Additional charges may be incurred if this happens, see full details on fees and limits here.

• What if I lose my Apple phone or device?

  If you lose your Apple device, you can put it in Lost Mode to suspend Apple Pay, or you can wipe your device completely clean – just log in to iCloud to manage these settings.
  If you're concerned about your Travelex Money Card, please log into your Travelex Money Card My Account area or the app, where you can suspend your card quickly and easily.
  
  Via the website
  • Log in and tap 'card settings'
  • Click on the button named 'suspend card', you'll need to confirm this by hitting a second button also named 'suspend card'
  • After a few seconds, you should see 'card status: SUSPENDED'. When you see this, your card has been temporarily frozen. It will stay that way until you unsuspend it following the same instructions.
  
  Via the app
  • Log in and tap 'freeze'
  • Click on the button named 'freeze' and this will suspend your card
  • You will then see a message on your device that reads 'Your card is frozen and can't be used. Unfreeze your card by tapping the button below'
  If you don't have access to the My Account area or the app, you can contact our Card Services team on 0800 260 0355 who will be able to assist you. If you are currently outside of the UK, check for a free local number here

Google Pay

• How do I add a Travelex Money Card to my Google Wallet?

  Adding your Travelex Money Card to your Google Wallet is a simple process.
  
  After you have registered your Travelex Money Card within the Travelex Money App, it will prompt you to add your Travelex Money Card to your Google Wallet through a link within the app home screen. Follow the on-screen instructions and they will guide you through the whole process.
  
  If you’re not able to successfully add your card, then please follow these steps.

• Can I load currency onto my Travelex Money Card using Google Pay?

  Yes, you are now able to add currency online to your Travelex Money Card with Google Pay. When you go to checkout and select a payment method, you can select Google Pay and add funds from debit and credit cards that are issued by Mastercard or VISA. Your credit card issuer will likely charge you a cash advance fee and interest from the time of purchase with us.
  
  Do not worry!! The ability to add currency to your Travelex Money Card with Google Pay using the App is coming soon!!

• Who can help me if I can’t add my Travelex Money Card to my Google Wallet?

  f you have followed all of the steps within the FAQ titled 'How do I add a Travelex Money Card to my Google Wallet?' and have been unable to add the card successfully, then please feel free to reach out to the Card Services team on 0800 260 0355 who will be able to assist you. If you are currently outside of the UK, check for a free local number here.

• What charges are involved when I spend with my Travelex Money Card using Google Pay?

  There are no additional charges whatsoever when using your Travelex Money Card through Google Pay. It’s simply a way of using your phone to pay in place of your physical card, so only the standard Travelex Money Card fees and charges apply. See more here for a breakdown of associated charges.

• Should I still take my Travelex Money Card aboard with me, if it’s now in my Google Wallet?

  Yes, absolutely. It’s always advisable to carry your Travelex Money Card with you, even if you use your Google Wallet most of the time. Contactless or mobile payments may not be accepted in some places. Having your card with you means you’ll always be able to spend with confidence wherever Mastercard Prepaid is accepted.

• Can I use my Google Pay and Travelex Money Card to pay in any currency?

  You can use it to pay using any available currency loaded on your Travelex Money Card.

  In the same way that your Travelex Money Card works, Google Pay will automatically select the correct currency when the currency type and funds are available on your Travelex Money Card. If the correct currency funds are not available, then payment will be taken in priority order from your Travel Money Card to fund the spend (the order is GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, SEK, JPY, THB, HKD, SGD). Additional charges may be incurred if this happens, see full details on fees and limits here.

Fees & limits

• What are the fees and limits?

  Fees

  Fee Type	Fee	The explanation
  Load/Top-up fee - foreign currency wallets	Free	No fee charged when you top up regardless of payment method. Like a commission fee.
  Load/Top-up fee – Pound Sterling wallet	2%	Fee charged when you top up regardless of payment method. Like a commission fee.
  Additional card fee	£5.00 GBP	Fee charged for getting a backup card, where available.
  Currency transfer fee	Free	No fee for moving money between wallets. Foreign exchange rate applies, varies each day.
  Fee for paying with the card (international)	Free	No fee for paying with your card outside the UK, whether at retailers or online. Some retailers may charge their own fee.
  Fee for paying with the card (UK)	Free	No fee for paying with your card in the UK, whether at retailers or online. Some retailers may charge their own fee.
  Fee for cash machine withdrawals (international)	Free	No fee for withdrawing cash at a cash machine outside the UK. Some operators may charge their own fee.
  Fee for cash machine withdrawals (UK)	Free	No fee for withdrawing cash at a cash machine in the UK. Some operators may charge their own fee.
  Cash over the counter fee	Free	Fee for withdrawing cash over the counter (for example, in a bank). They may charge their own fee.
  Cash out fee at a store	Please check in store	Fee for cashing out your card before the card expires, or after a period of 12 months after the expiry date.
  Cash out fee by calling Card Services	£6.00 GBP	Fee for cashing out your card before the card expires, or after a period of 12 months after the expiry date.
  Inactivity fee	£2.00 GBP per month	Fee charged after a 12-month period of you not using your card (either by topping up your card, paying for transactions or withdrawing money), including after your card has expired. No fee if you have a zero balance.
  Foreign exchange fee	5.75%	Fee for using your card for a transaction in a currency which is not available on your card or you don’t have enough balance in the transaction currency and the rest is taken from another currency wallet. You can check how our foreign exchange rates compare to the European Central Bank rates at www.travelprepaid.mastercard.com/rates
  Shortfall fee	£10.00 GBP	Fee charged if a payment takes your balance below zero.
  Replacement card	Free	Free service to send you a new plastic card whilst you are away if you lose your card, or it is stolen or damaged, where this service is available.

  Limits

  Limit Type	Limit
  Minimum amount you can load or top up (in store, online and on the Travelex Money app)	£50.00 GBP
  Maximum amount you can withdraw in 24 hours over the counter, i.e. at a bank	£150.00 GBP
  Maximum amount you can withdraw from an ATM in 24 hours	£500.00 GBP
  Maximum amount you can spend at retailers/merchants in 24 hours	£3,000.00 GBP
  Maximum amount you can have on your card at any one time	£5,000.00 GBP
  Maximum amount you can load in total in a 12-month period	£30,000.00 GBP
  Maximum number of active card accounts you may have at any one time	1
  Card lifespan	See card for expiry date
  Maximum number of attempts when entering your PIN	3 in each 24-hour period
  Maximum number of tries when entering your PIN	3 in each 24-hour period

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:

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

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

• 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

  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 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 +44207964050 (from outside the UK)
  E-mail: complaint.info@financial-ombudsman.org.uk
  Website: financial-ombudsman.org.uk/.

• 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.

• Can I request copies of documents in alternative formats?

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

• What should I do if I need help managing my account?

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

• What should I do if I want to register a power of attorney?

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

• What do I do if I need to tell you about the passing of a Travelex Money Card holder?

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

Existing cards

• What if I have a Prepaid card from Travelex that is not a Travelex Money Card?

  On 3rd April 2017, The UK card we offer today is the Travelex Money Card which you can apply for online or in one of our stores. .
  
  Whether you have a Cash Passport card, Globe card or another former Travelex card, your card will have expired. If you had funds on the card, please contact Card Services..