Important Notice: We are performing essential maintenance from Friday 27th September to Monday 30th September. Some of our services will not be available during this time. If you are intending to reload, we recommend you complete this prior to our maintenance window. You will still be able to use your card for purchases and at ATMs. We apologise for any inconvenience and appreciate your patience.
Please note that, for security reasons, whenever you contact Card Services, you must NOT include your full Multi-currency Cash Passport Card number in any written correspondence. The Card number should always be supplied by providing the first six and last four digits only.
BY EMAIL
If you have a general query, or want to pass on any comments about using your Multi-currency Cash Passport, please email cardservices_prepaid@mastercard.com.
Please note that, 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 or stolen Multi-currency Cash Passport Cards
- Queries regarding transactions on your Multi-currency Cash Passport or balance enquiries
- PIN assistance
- Guidance setting up your Multi-currency Cash Passport online
- Help with forgotten username and/or passwords
- Card activations
BY PHONE
- Qatar: 00800100330
- Other countries: +442076499404
Lost, Stolen or Damaged Cards
If your Multi-currency Cash Passport 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 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 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.
If you find a transaction that does not look correct, please contact Card Services immediately via phone, who can lodge a dispute on your behalf. To notify Card Services of any unauthorized or disputed transactions, simply:
Please provide as much detail as possible when filling out the dispute claim form, it will help us accurately and quickly work on your behalf to correct the problem. You can use 'my account' to login and establish the details of which transactions you want to dispute.
We will send a response to you within 10 working days of receiving your query.
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 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 complaint
In the first instance please call Card Services. This team will try to resolve your complaint over the phone in a timely manner.
Alternatively, you can e-mail your complaint to cardservices_prepaid@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 complaint 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 your complaint
What happens next?
When we receive a complaint, we aim to resolve it fairly and promptly. Where possible we will endeavour to resolve your complaint 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.
