Important notice: We are currently experiencing issues with some of our services. Our team is actively working to resolve the issue. We apologise for any inconvenience and appreciate your patience.
Contact us - General Enquiries
We’re here for you 24 hours a day, 7 days a week on email, online and on the phone.
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Contact Card Services
Please note that, for security reasons, whenever you contact Card Services, you must NOT include your full 16 digit Multi-currency Cash Passport Prepaid Mastercard 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.
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By Email
If you have a general query, or want to pass on any comments about using your Multi-currency Cash Passport Prepaid Mastercard, please get in touch at cardservices_prepaid@mastercard.com
In the interest of security, the following subjects cannot be discussed by email. Please phone the 24 hour Card Services team, who will be able to assist you in relation to the following:
- lost/stolen/damaged Cards
- queries regarding transactions on your Multi-currency Cash Passport Prepaid Mastercard or balance enquiries
- PIN assistance
- guidance on registering your Multi-currency Cash Passport Prepaid Mastercard online
- help with forgotten usernames and/or passwords for 'My Account'
Please note that, for security reasons, you must NOT include your full 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.
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By Phone
If you need to report a Card lost or stolen or have a query that is specific to your Card, you can call Card Services by phone.
Please see Global Assistance to find the details on how to report a Card lost or stolen.
Global Assistance
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Lost, Stolen or Damaged Cards
If your Multi-currency Cash Passport Prepaid Mastercard is lost, stolen or damaged, reporting this to Card Services immediately will help protect the funds on the Card.
The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Multi-currency Cash Passport Prepaid Mastercard goes missing, call Card Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions ). Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability3.
3 The emergency cash service may not be available in every country - depending on the availability of the money transfer network.
Please click here to find details on how to contact the 24/7 Card Services helpline by phone.
If you notice any transactions on your Multi-currency Cash Passport Prepaid Mastercard that are incorrect or that you don't recognise, please call the 24 hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.
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Additional Card
If you have two Cards, linked to the same funds and you lose one of them, you can still access your funds using the other Card without having to wait for a Replacement Card. Please be aware that you must still call Card Services immediately, so that they can block the lost/stolen or damaged Card.
If both your Multi-currency Cash Passport Prepaid Mastercard Cards are lost, stolen or damaged, Card Services can arrange for a Replacement Card, and, if necessary, start the procedure for disputing unauthorised transactions. In an emergency situation they may arrange for funds, up to the available balance on your Card, to be sent to you, via a global money transfer network, free of charge and usually available within 2 hours, but up to 24 hours in more remote locations, subject to availability in the relevant location.
If you have any general queries, or want to pass on any comments about using your Card, please get in touch at cardservices_prepaid@mastercard.com
Card Service Numbers
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Card Service Numbers
Free to call Card Services numbers
Country Free phone number† Argentina 0800 666 0026 Australia 1800 098 231 Austria 0800 293 724 Bahamas 1800 389 0523 Belgium 0800 77 228 Brazil (from landline) 0800 892 3560 Brazil (from mobile) +55 21 3956 9200 Bulgaria 800 116 1169 Czech Republic 800 143 722 Chile 123 0020 7887 China (North) 10 800 712 2683 China (South) 10 800 441 1345 Costa Rica 800 015 0605 Croatia 0800 223 179 Cyprus 800 96 361 Denmark 808 84 857 Dominican Republic 1888 156 1388 Estonia 800 011 1359 Finland 0800 918 279 France 0800 916 940 Germany 0800 181 4595 Greece 00800 4413 1532 Hong Kong 800 966 321 Hungary 0680 018 878 Iceland 800 98 78 India 000800 100 7960 Indonesia 1 803 0441 1368 Ireland 1800 535 564 Israel 180 943 1521 Italy 800 789 525 Japan 00531 780 221 Latvia 800 03 736 Lithuania 880 031 068 Luxembourg 800 28 166 Malaysia 1800 814 933 Mexico 01800 123 3480 Monaco 800 93 677 Netherlands 0800 023 3935 New Zealand 0800 444 691 Norway 800 14 326 Philippines 1800 1442 0143 Poland 00800 441 2460 Portugal 800 880 501 Puerto Rico 1 877 465 0085 Russia 810 800 2500 2044 Singapore 800 441 1379 Saudi Arabia 800 844 2790 Slovakia 800 001 684 South Africa 0800 982 674 South Korea 00798 4434 1279 Spain 900 958 973 Sweden 020 796 949 Switzerland 0800 834 918 Taiwan 0080 104 4292 Thailand 001800 442 212 Trinidad & Tobago 1 800 203 0194 Turkey 00800 4463 2089 United Kingdom 0800 056 0572 Uruguay 000 413 598 3672 USA / Canada 1 877 465 0085 Venezuela 800 100 8565 Other countries +44 207 649 9404†† † There may be a charge for calls to these numbers, if phoning from a hotel or mobile phone.
†† Please remember to add the international prefix of the country you are in at the beginning of this number (in most cases this is 00, for example 0044 207 649 9404). Calls to this number are not free of charge.
Complaints Procedure
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Complaints
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.
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Raise a new complaint
In the first instance please contact our Card Services Team by telephone. This team will try to resolve your concerns over the phone in a timely manner.
Alternatively, you can e-mail your complaint to PrepaidMgmt_ServiceQuality@mastercard.com or put it in writing to the following address:
Service Quality
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ
United Kingdom -
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.
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Internal Complaints Procedure
When we receive a complaint we aim to resolve your issues as fairly and as quickly as we can. Where possible we will endeavour to resolve your issues as soon as you contact us. 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 we have not been able to resolve your complaint to your satisfaction once we have sent our final decision, or you would prefer independent advice, you may be entitled to refer your complaint to a local ombudsman service for investigation. Please see your terms and conditions for further information.
Disputed Transactions
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Disputed Transactions
If you have a query about a transaction on your Multi-currency Cash Passport Prepaid MasterCard, please call the 24 hour Card Services team immediately (and in any event within thirty (30) days of the transaction debit date). They will be happy to check your Multi-currency Cash Passport Prepaid MasterCard and confirm the transaction details for you.
If there is a transaction which 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.
