Contact us

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 prepaidmgmt_cardservices@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
    
    

  Please note that, for security reasons, you must NOT include your full card number in any written correspondence. The card number should always be supplied by providing the first six and last four digits only, for example 1234 56xx xxxx 0123.

• By Phone

  Please find details on how to contact the Card Services team by phone.

  24/7 GLOBAL HELPLINES

  Call us from anywhere - it’s free.

  Wherever you are in the world, we’re always there for you.

  Use our free card services numbers if you need assistance or advice when you’re travelling.

  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
  Canada	1 877 465 0085
  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	01800 123 3480
  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
  United Kingdom	0800 056 0572
  Uruguay	000 413 598 3672
  USA	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.

• By Post

  Card Services
  Access House
  Cygnet Road
  Hampton
  Peterborough
  PE7 8FJ
  United Kingdom

If you have a query about a transaction on your Cash Passport, please call the 24 hour Card Services team immediately (and in any event within sixty (60) days  of the transaction debit date). They will check your Cash Passport and confirm the transaction details for you.

If there is a transaction that is not correct, Card Services can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to prepaidmgmt_ppc_disputes@mastercard.com.

You’ll need the latest version of the free Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed on your computer, please click here to download it.

Please help Card Services to assist you by providing as much information as you can. They’ll send a response within ten (10) working days of receiving your query. 

• Complaints - we’re listening

  We are committed to providing you with the best possible customer experience. Telling us when you aren’t happy with any aspect of our service is important - it means we have an opportunity to resolve things in the best possible way and also 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 new complaint

  The first thing you should do is contact our Card Services Team by telephone on the number(s) provided in the easy Guide supplied with your Card. This team will try to resolve your concerns over the phone as quickly as possible for you.  Click here for 24/7 Helpline.

  Alternatively, you can e-mail your complaint to Prepaidmgmt_Globalcomplaints@mastercard.com or put it in writing to the following address:

  Service Quality
  Access House
  Cygnet Road
  Hampton
  Peterborough
  PE7 8FJ
  United Kingdom

• What information do I need to provide?

  To help us resolve your issues 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 matters.
• Internal Complaints Procedure

  When we receive a complaint we aim to resolve your issues as fairly and as quickly as we can. Where possible we will endeavour to resolve your issues as soon as you contact us. 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.

  If we have not been able to resolve your complaint to your satisfaction once we have sent our final decision, or you would prefer independent advice, you may be entitled to refer your complaint to a local ombudsman service for investigation.  Please see your terms and conditions for further information.

• We’re here to help 24/7/365

  When you’re travelling, adverse and unexpected events may occur. If they do, we’re always there to minimize the impact on your travel money and to maximize your travel enjoyment and experience.

• If your Card is lost, Stolen or Damaged...

  To protect your travel money, you must report lost, stolen or damaged Cards to Card Services immediately.

  The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. Call them straightaway and they will cancel your Card, giving you complete protection of your funds. (Subject to full compliance with the terms and conditions.)

  Card Services can then make appropriate arrangements to minimize the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability².

  If you notice any transactions on your 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.

  Please click here for our worldwide 24/7 Card Services helpline numbers.

  ² The emergency cash service may not be available in every country - depending on the availability of the money transfer network.

  Your Additional Card is there as back-up.

  If you have two Cards linked to the same travel funds and one is lost, stolen or damaged, you can still access your travel money by using the other Card. You must still call Card Services immediately so that the lost, stolen or damaged Card can be cancelled.

  Remember, you should also make sure that you keep your PIN separate from your Additional Card at all times.

  If both your Cash Passports are lost, stolen or damaged, Card Services can arrange for a Replacement Card. 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 (up to 24 hours in more remote locations) and subject to availability in the relevant location.

  If necessary, they’ll start the procedure for disputing unauthorised transactions at the same time.

  If you have general queries, or you want to pass on useful comments about using Cash Passport, please get in touch at Prepaidmgmt_cardservices@accessprepaidww.com or click here for 24/7 Global Helpline.

  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