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.
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.
