Important notice: We are performing essential maintenance from Monday 4th November to Wednesday 6th November. 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.
Contact us
Need to speak with us? We're here to help.
Be sure to check out our help centre first.
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Email us
Email us at cardservices_prepaid@mastercard.com
In the interests of security we will not be able to discuss certain subjects by email. Please call our 24 hour Card Services Team, they will be able to assist you in relation to the following:
- Lost or stolen cards
- Queries regarding transactions on your account or balance enquiries
- PIN assistance
- Guidance setting up your card account online
- Help with forgotten username and/or passwords
- Card and account activations
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Calling from outside the UK?
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 800 288 9868 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 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.
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Calling from within the UK?
- UK - 0800 056 0572
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Call using the national relay service for people with hearing and speech difficulties.
- To find out more about using the relay service, please visit Relay UK – homepage | Relay UK (bt.com)
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Dispute a transaction
If you find a transaction that does not look correct, please contact Card Services immediately, who can lodge a dispute on your behalf.
To notify card services of any unauthorized or disputed transactions, simply:
- Complete the dispute claim form located here
- Click here to email us
- Call us - select Calling from within or outside the UK above
Please provide as much detail as possible when filling out the dispute claim form. This will help us to assist you with your dispute as quickly as possible. You can use My Account to log in and check the details of the transactions you want to dispute.
We will send a response to you within 10 working days of receiving your query.
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Lodge a complaint
If you would like to raise a complaint, please contact us. For more information, please refer to our complaints procedure.
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