Important notice: We are performing essential maintenance from Friday 15th November to Sunday 17th 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
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.
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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.
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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.
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By Post
Card Services
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ
United Kingdom
Disputed Transactions
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 Procedure
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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.
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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.
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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.
Global Assistance
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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.
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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
