Multi-currency Cash Passport FAQs

Multicurrency Cashpassport FAQs

 

  • How does the Multi-Currency Cash Passport work?

    Cash Passport is a chip and PIN protected prepaid Mastercard® currency card. You load your travel money onto it in advance in up to 7 different Currencies, and then use it in millions of ATMs worldwidedisplaying the Mastercard Acceptance Mark to access your money quickly and safely.

    You can also pay for goods and services at merchants, wherever Mastercard is accepted1.

    1 The Card can only be used outside the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia. The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

    Please see ‘Where can I use the Cash Passport?’ FAQ to verify the list of countries and regions with restrictions.

  • How do I change or retrieve my PIN?

    It is now possible to reveal your PIN within My Account. In addition, you can call Card Services at any time for a PIN reminder or if you think someone else may know your PIN, please contact Card Services immediately.

  • How protected is Cash Passport?

    For even more security, the Cash Passport is chip and PIN protected. To reduce the threat of fraud, your Cash Passport is not linked to your personal information and is completely separate from your bank account.

  • What are the fees and limits of the Cash Passport?

    Please click here for full details of the fees and limits.

  • What currencies can I load my Cash Passport with?

    Subject to Exchange Control Regulations, your Cash Passport can be loaded with up to 7 Currencies#; USD, EUR, GBP, AUD, NZD, CAD and AED, between which you can transfer money, at your convenience, 24 hours a day, 7 days a week via ‘My Account’ or through the handy mobile app. For loads and reloads payment will be in ZAR and the exchange rate will be applied by the Purchase Location.

    # The Currencies made available on the Card may vary from time to time and not all Currencies may be available at all times. Please check with the Purchase Location for up-to-date details of the available Currencies.

  • Where can I use the Cash Passport?

    Your Cash Passport can be used to withdraw local currency from millions of ATMs worldwide1 displaying the Mastercard® Acceptance Mark. To check their location, visit the ATM locator.

    You can also use your Card to pay directly for goods or services at merchants, wherever Mastercard is accepted.

    If you do not have the Currency of the country or area you are visiting on your Card, you can still use it to make a payment. Merchant transactions and ATM withdrawals in a currency other than a Currency you have available on your Card will be debited according to the default order of priority, which is as follows: USD, GBP, EUR, AUD, CAD, NZD and AED at an exchange rate determined by Mastercard on the day the transaction is processed, increased by the FX Margin (or foreign exchange margin). See the Fees and Limits section for more information.

    RESTRICTIONS

    The Card can only be used outside the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia. The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area.

    In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries or regions, your request will be declined and the reason given as 'Decline, prohibited country'. The countries and regions currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea.

  • What if I don’t have enough of the currency I need?

    The great flexibility and added functionality of Cash Passport means that if you don’t have enough money in a certain Currency to pay for a transaction or withdrawal, the Card will automatically select any other available Currencies, in the following order: USD, GBP, EUR, AUD, CAD, NZD and AED, subject to the applicable exchange rate and FX margin (or foreign exchange margin). See the Fees and Limits section for more information. The search will automatically begin from USD.

  • Can I use my Cash Passport to shop online?

    You can use your Cash Passport to shop online (within the limits and restrictions of your Card) at any merchant that accepts Mastercard cards. By using your Multi-currency Cash Passport in the currency that the online site trades in, you know exactly what your purchase will cost and you won’t be stung by unknown exchange rate fees, unlike when you use your domestic credit or debit card. For your security, you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

    Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho,Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport?' FAQ to verify the list of countries and regions with restrictions.

  • How do I reload my Multi-currency Cash Passport?

    Even with a zero balance, your Cash Passport is still valid (up to the expiry date on the Card), and you can reload it for your next trip anytime.

    You can reload funds onto your Cash Passport in person at any participating Purchase Location from the Agent where the card was purchased.

    Click here for more information on how to reload your Card.

  • How do I obtain a second card?

    For peace of mind on your holiday, you may purchase an Additional Card and use it as a backup. Please see the Terms and Conditions for more information.

  • What is 'My Account'?

    'My Account' is an online Card management area, where, once you have registered your Cash Passport, you can check your balance, retrieve your PIN, move money between Currencies, review your transaction history and update your personal details.

  • How do I register for 'My Account'?

    Click on the link for ‘My Account’ on this website, select ‘New Registration' and simply follow the instructions on the screen.

  • How can I check my balance and move money between currencies?

    You can manage these everyday aspects, as well as view your transaction history, as soon as you’ve registered your Card on ‘My Account’.

  • What do I do if I find an incorrect transaction on my Card?

    It is recommended that you check your transaction history and Card balance at least once a month. You can do this online or on the handy mobile app, once you have registered your Card on ‘My Account’.

    If you have any queries about your Multi-currency Cash Passport balance or you notice a Card transaction that you do not recognize, please notify the 24 hour Card Services team as soon as possible and in any event within thirty (30) days of the transaction debit date. They will be happy to check and confirm the transaction details for you.

    If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognized transaction, or to complete a dispute form (See terms and conditions for further information). Please help them to help you by providing as much information as you can.

    Click here for further details on how to download and complete the dispute form.

  • How can I contact Card Services?

    Details of how to contact the 24/7 Card Services team are available here.

  • What if my Multi-currency Cash Passport does not work at the ATM?

    Your Cash Passport should work in any ATM displaying the Mastercard® Acceptance Mark1. If after several attempts to withdraw cash at an ATM, your Card still doesn't work, you can get 24/7 help from Card Services, via the emergency assistance numbers.

    Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

    You can only withdraw cash from a Mastercard ATM, up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the ATM’s issuing limit.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited.

    Please see ‘Where can I use the Cash Passport?' to verify the list of countries and regions with restrictions.

  • What if the ATM asks for a six digit PIN?

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted as normal if the ATM has been set up correctly in compliance with Mastercard regulations.

    If you need assistance with any PIN issues, please call Card Services.

  • What if my Multi-currency Cash Passport is lost or stolen?

    If your Card is lost or stolen, you must contact Card Services as soon as possible. 24/7 emergency assistance will get you back in control of your money. Instructions are available here.

  • What if my Multi-currency Cash Passport is declined in a shop?

    If your Cash Passport is declined in a shop, these are the things you should check first:

    1. Check you have enough money on your Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.Be aware that some bars, restaurants and automated petrol pumps may require the Card to have an available balance greater than the purchase amount before they will authorise the payment. Please check your Terms and Conditions for more details.
    2. Check you are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in My Account or by calling Card Services and selecting the PIN option.
    3. Check that the merchant you’re purchasing from accepts Mastercard.
    4. Your Card has maximum limits on how much you can withdraw or spend, which are shown in the Fees and Limits table. Check that you have not exceeded the maximum daily amount that you can spend in a shop.

    The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport?' FAQ to verify the list of countries and regions with restrictions.

  • What is pre-authorisation?

    It is not recommended to use your Multi-currency Cash Passport as a guarantee of payment for hotels, car hire, cruise lines etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Multi-currency Cash Passport to settle your final bill.

  • What are Dynamic Currency Conversion payments?

    Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators giving cardholders a choice of currencies to pay in. If given the option, ALWAYS choose to pay in the local currency e.g. if you are in Greece choose Euros, in Sydney choose Australian Dollars. This will save you being charged additional foreign exchange fees.

  • When my Cash Passport expires, what do I do?

    You can close your Cash Passport and obtain a new Card from your Purchase Location.

  • How do I close my Cash Passport?

    Please note that it is an exchange control requirement that all unused foreign exchange is converted to Rand within thirty (30) days of returning to South Africa. We recommend that you wait until ten (10) days after your last transaction, before converting the funds on your Cash Passport back to Rand, to ensure that all your transactions have been processed in order to avoid overspending on your Card. You can withdraw the balance remaining on your Card at ATMs worldwide1, displaying the Mastercard Acceptance Mark.

    Alternatively, you can take your Card back to the branch where you bought it and they’ll refund the balance (minus any applicable fees, see the Fees and Limits section).

    Even with a zero balance, your Card is still valid until the date printed on the front, and you can reload it for your next trip##. If you would prefer not to keep your Card for another trip, you can close it via Card Services.

    1 The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport? to verify the list of countries and regions with restrictions.

    ## Until Card expiry and subject to reload limits (see the Fees and Limits section).

  • What do I do with any funds remaining on my card when I return to South African from my trip abroad?

    Please note that it is an exchange control requirement that all unused foreign exchange is converted to Rand within thirty (30) days of returning to South Africa. We recommend that you wait until ten (10) days after your last transaction, before converting the funds on your Cash Passport back to Rand, to ensure that all your transactions have been processed in order to avoid overspending on your Card. You can withdraw the balance remaining on your Card at ATMs worldwide1, displaying the Mastercard Acceptance Mark.

    Alternatively, you can take your Card back to the branch where you bought it and they’ll refund the balance (minus any applicable fees, see the Fees and Limits section).

    Even with a zero balance, your Card is still valid until the date printed on the front, and you can reload it for your next trip##. If you would prefer not to keep your Card for another trip, you can close it via Card Services.

    1 The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Cash Passport? to verify the list of countries and regions with restrictions.

    ##Until Card expiry and subject to reload limits (see the Fees and Limits section).