GLOBAL ASSISTANCE

 

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