FAQ

It’s like a debit card but it’s loaded to a predefined amount and can be re-loaded as and when required.

You will only be able to make purchases with the card when there are sufficient funds and you will not be able to spend more than this amount.

The prepaid card works just like any other debit card and is designed to reduce the need to carry or hold large amounts of cash. If you wish to buy a product or service you can use the card in person, over the internet or by using the telephone.

No, it’s not a credit card and carries no credit limit. You cannot spend more money than you have paid into the account.

If you have questions related to your card you can call our customer support team on 0141 375 0996.

Fees are applied to the cardholder for making purchases or using the card online, at a shop or via the phone. Our fee table is available here.

Yes, you are able to change your PIN at an ATM if you have ATM access enabled.  Some ATM’s may change an additional fee.

If you have forgotten or lost your PIN please call our customer support line on 020 3327 1991 and select option 1 to retrieve your PIN.

If your card has been lost or stolen or you believe its security has been compromised, you must inform our customer support team immediately on 0141 375 0997.

It normally takes 6 working days but on occasion can take up to 12 workings days depending on when the new card has been requested.

You must notify our customer support team immediately by calling 0141 375 0996.

Yes, you will find the expiry date on the front of your card. If your card is about to expire, you haven’t yet received your new card, please contact our customer support team on 0141 375 0996. Any balance remaining on your old card will be transferred to your new card before it’s despatched to you.

If you no longer wish to use your prepaid card, this can be cancelled by  contacting our customer support team on 0141 375 0996. Please do not destroy your card. Your card and PIN must be surrendered upon cancellation.

Your purchase will be declined, and will not be accepted until the card has been loaded with sufficient funds.  You may be charged a fee for declined transactions.

Yes. Like any other credit or debit card, every precaution needs to be taken to keep your card safe and your PIN secure. Please refer to your cardholder terms and conditions.

If you have a query about the card itself, identified an unknown transaction on your card account or a transaction has been declined while sufficient funds were available then please call our customer support team on 0141 375 0996.

Yes, your card can be used for ATM withdrawals.

Please note that the maximum daily ATM withdrawal limit is up to £550.

Our customer support line uses Interactive voice response (IVR) which is a technology that allows a computer to interact with our customers through the use of voice and keypad inputs.

Certain functions can only be carried out through our customer support line. These include:

Pin Retrieval & Recall- Your PIN is no longer sent using surface mail as this can be intercepted and is therefore not secure. To obtain your PIN, you must call our customer support line and select Option 1. You can use this service to recall your forgotten PIN number.

Card Activation- When your card arrives it’s not activated for security purposes. You need to activate your card using the IVR. This needs to be done only once for each card.

Check your Balance- You can check your balance by calling our customer support line and selecting Option 2.

Lost or Stolen- You can also report your card as lost or stolen by calling our customer support line and selecting Option 3.

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Please call us on 020 3327 1991, this number is available 24/7.

Alternatively, you can call 0141 375 0996 to contact our customer support team during opening hours.

Using your new card is very simple. However, before you start spending remember to complete the following steps:

• Sign the signature strip on the reverse of the card
• Activate your card by calling the customer support line
• Obtain your PIN by calling the customer support line