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Contact us - General Enquiries

We’re here for you 24 hours a day, 7 days a week on email, online and on the phone.

  • 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.

  • 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 or via fax +44 (0) 208 610 4819.

    In the interest of security, the following subjects cannot be discussed by email or fax. 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.

  • 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.

    See our Complaints Resolution Policy 

Global Assistance

  • 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.

  • 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 or via fax +44 (0) 208 610 4819.

Card Service Numbers

  • 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

  • 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.   

  • 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

    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.
  • 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