How do I cancel my Prepaid Card?
Email us from your registered email address requesting cancellation. Cut up the card and return it to us. Any funds remaining on the account can be transferred to a bank account of your choice prior to closure.
Will I earn interest on my Prepaid Card balance?
No, the balance loaded onto your Prepaid Card will not earn any interest.
Why does my online account show a balance and available amount?
The Balance on your account is all funds, the Available balance is your balance less the “pending” transactions. The Available balance is the amount you have available to spend on your card.
What am I charged for using my card?
The charges for using your card are outlined within your terms and conditions and can be found within your online account, by clicking on my fees . Your terms and conditions including your fees can be viewed by clicking on terms and conditions at the bottom of the page when logged into your online account.
Why can I not see my Online Rewards?
You can access Online Rewards in addition to your cashback by clicking on the Online Rewards button at the top of every page. Please note that on some Apple (and certain other) devices you may need to disable pop ups. e.g. for Apple: by amending your device settings – go to Settings/Safari and change “Block Pop Ups” to off.
What are the security questions?
When you first log in to your online account, you will be asked to choose an answer to one of a choice of questions. This answer is used as an identity check.
How do I change the details you hold for me?
In your account, click the Profile tab. From here you can change your contact details. If your name has changed, please contact Customer Services.
How many statements are available for me to view online?
Statements are available to be viewed online for up to 48 months.
Can I receive paper statements?
Yes, you can request these online, go to my account , then click Statement orders. You can also Contact Customer Services to arrange. Please note a small fee will be charged.
Can I stop receiving statement notifications by email?
Yes. Log in to your online account, click select My Account, the Change email options is on the left hand side of the screen. Untick the statement option and click Update. Please note you will still receive a yearly statement.
How often will I receive statements?
You can be notified by email on a daily, weekly or monthly basis depending on your statement requirements. The email will confirm that your online statement is available to view via your online account.
How do I change my password?
Click on Profile. The Change password option is on the left hand side of the screen.
Why are purchases showing in recent items?
The recent items screen shows all confirmed transactions since your last statement. When your next statement is generated, they will be included in that.
What happens to pending Transactions?
The Pending Transaction will either turn into a confirmed transaction or will be removed automatically within 15 days.
What are pending items?
These are the pre-authorisations. They will remain on your account until we get the transaction confirmation through. This usually takes no more than a couple of days. By looking at the pending items, you can review recent transactions made against your card.
What can I do within my online account?
You can do many of the things you can with a normal bank account, e.g. set up standing orders or pay bills by bank transfer. You can also view and download your statements and see pending transactions.