FAQ

New card requests
How do I contact Customer Services?

You can email us on info@engagecard.com or call us on 0333 202 3642. Customer Services are available Monday – Friday, 8am to 8pm and Saturday, 8am to 4pm (excluding public holidays). Calls cost 5p per minute plus network extras.

I haven’t received my Prepaid Card, what should I do?

If you haven’t received your card after 10 working days, contact Customer Services.

Where can I use my Prepaid Card?

You can use your Engage card wherever you see the Visa acceptance mark, including shops, restaurants, at ATMs, online and for telephone or tv shopping.

Is my Prepaid Card like a normal bank debit or credit card?

Your CHIP and PIN card does not offer credit nor an overdraft. You must top up or transfer money to the card before you can spend it, and you can only spend what you load onto the card.

Retrieving your PIN

  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0333 202 3642, choose option 2 and follow the instructions. Please have your card and account number handy.

If you would like to change your PIN to a more memorable number, this can be done easily at most ATMs that display the Visa acceptance mark.

Activating your card

  • Online – go to my cards page and click the activate button next to the relevant card image.
  • Telephone 0333 202 3642, choose option 2 and follow the instructions. Please have your card and account number handy.
  • Text ACTIVATE along with the last four digits of the card number and your activation code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983). Please note you can only retrieve your PIN online or by telephoning the number above.

When will I receive my card and PIN?

You should receive your card within 10 working days. Before you start using your card you will need to activate it and retrieve your PIN.

Activating and using your Prepaid Card
Will my card Terms and Conditions change?

From time to time, we may make some changes to the Terms and Conditions you have signed. If we think that a change is significant we will send you an email at least 2 months before making the change, unless a more immediate change is required by law or other valid reason. Otherwise we will notify you at least 60 days before making the change. If you are significantly disadvantaged by any such change that we make, you may cancel your Prepaid Card in accordance with our redemption policy (see terms and conditions, section 7) within 60 days of the notification without an extra charge.

A card transaction has been refunded why is it not showing on my account?

It can normally take three to five working days for refunds to be received onto your account. Please contact Customer Services if the refund does not appear on your account after this time.

Can I use my Prepaid Card abroad?

Yes, your card can be used worldwide; anywhere that displays the Visa acceptance mark.

What address should I use when making online and telephone purchases?

Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.

How do my transactions get authorised?

All transactions go via Visa to us for approval. We respond with a yes or a no, depending on the available funds in your account and your account status.

What is a pre-authorisation?

Every transaction starts with a pre-authorisation. This checks that you have funds available on your card to pay the merchant for their services. The actual transaction will come through within a few days. Until that time, the pre-authorised amount will be held on your card.

For example: if you open a tab at the bar, a fixed amount is pre-authorised to cover what you could spend. If your final bill is less than the pre-authorisation amount then it may take a while for the difference to be released back onto your card.

Can I increase the amount I can withdraw at an ATM in a day?

No, it’s fixed across the board for all card holders.

How much can I withdraw at an ATM in a day?

£250, as long as you have sufficient funds available.

How can I get my balance?

You can check your balance:

  • Online, click on ‘my account’
  • At an ATM (see your fees for information on charges)
  • Telephone Customer Services on 0333 202 3642
  • By sending an SMS to 07770 500 500 with the message ‘BALANCE’

Can I use ATMs in pubs and clubs?

Yes, but these usually charge a fee.

Can I use my Prepaid Card to get cash from a bank counter?

No, but you can use it at an ATM.

Can I use the Prepaid Card at an ATM?

You can use your card at any ATM that displays the Visa acceptance mark.

How do I change my PIN?

Changing your PIN can be done easily at most ATMs that display the Visa acceptance mark by selecting the ‘Pin Services’ option on screen.

How do I retrieve my PIN?

  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0333 202 3642, choose option 2 and follow the instructions. Please have your card and account number handy.

Does my Prepaid Card work as soon as it arrives?

No, when you receive your card you will need to activate it by following the instructions below: You will need the 3 digit activation code you have received by text or email plus your account number, then do one of the following:

  • Online – go to my cards page and click the activate button next to the relevant card image.
  • Telephone 0333 202 3642, choose option 2 and follow the instructions. Please have your card and account number handy.
  • Text ACTIVATE along with the last four digits of the card number and your activation code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983).
Issues using your Prepaid Card
What do I do if my Prepaid Card doesn’t work?

First, do a few checks:

  • Check you have sufficient funds
  • Check your card is not damaged
  • Check your card has not expired
  • Ensure your card has not been blocked on your instruction
  • Make sure you are using the correct PIN
  • If you are online or on the phone, check you have entered the card number and other details correctly.
  • Check that Visa is accepted as a method of payment in the place you are trying to use your card

If it still doesn’t work, contact Customer Services.

I have blocked my PIN, what should I do?

If you block your PIN in a shop you can unblock it an ATM machine by selecting the ‘PIN Services’ option. If you block your PIN at an ATM, please contact Customer Services who will unblock it for you.

What do I do if I have forgotten my PIN?

To retrieve your PIN:

  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0333 202 3642, choose option 2 and follow the instructions. Please have your card and account number handy.

What happens if my Prepaid Card is lost or stolen?

If you lose your Prepaid Card or it is stolen, or you suspect that your Prepaid Card has been used by someone other than you, you must tell us immediately by:

  • Online: go to the my cards tab in your account, and click the ‘lost’ or ‘stolen’ button next to the relevant card image.
  • Telephone: call us on our 24 hour lost and stolen card line +44 (0)1756 693275.

We will cancel your Prepaid Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Prepaid Card and we may need more information and assistance from you.
Please note: Until you notify us, you are responsible for any transactions made on the card.

Loading your Prepaid Card
Who can load funds onto my Prepaid Card?

Anyone with your sort-code and account number or top up barcode.

How can I top up my account?

For details on how to top up your account, login to your online account and click the ‘top up’ tab at the top. This will give you information on the different ways to top up.

Online account information
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.

Transfers and standing orders
Can I change my standing order?

Yes, you can change the amount of your standing order, log in to your account online and click Standing orders within My Account.

At what time are standing orders on my account processed?

All standing orders are taken at 2.30pm on the working day requested.

How can I set up standing orders on my account?

Within My Account click Standing orders on the left hand side of the screen and follow the instructions on screen.

Can I request a bank transfer at anytime of the day?

Yes, but Same Day (CHAPS) transfers received after 2.30pm and Next Day bank transfer requests after 5pm will be processed the next working day.

Which password do I need to enter when confirming a transfer request?

You only have one password for your online account, the password you used when logging in. Re-enter this same password.

Am I charged for making an overseas transfer?

A fee is charged for making an overseas transfer, all charges are quoted prior to completing the online transfer request.

Can I make an overseas transfer in another currency?

All overseas transfers are made in pounds sterling. The receiving bank will convert the sterling amount into the currency on receipt of the payment.

Can I transfer money overseas?

Yes, using the Transfer function in your online account. Urgent transfer requests take 3-5 working days, and standard transfer requests take 5-7 working days to be received in the requested account. Please note a fee is charged per international transfer request. Please see your fees for full details.

Can I transfer money from my account to my bank or savings account?

Yes, using the Transfer function in your online account (click My Account, the transfer option is located down the left hand side of the screen).

SMS alerts
Am I charged for being sent SMS messages?

There is a charge for SMS messages sent from your online account. To see the charges, go to my fees.

How do I enable SMS alerts?

Log in to your online account and click My Account. On left hand side of the screen click Change SMS options. Select the options you require and click Update.

Important: Check the mobile number on your profile before enabling SMS alerts. You will still be charged for alerts if your number is wrong!

What SMS alerts can I receive?

You can choose to receive an SMS when:

  • Your card is used at an ATM
  • Your card is used in a shop or online (e.g. Amazon)
  • You receive money into your account
  • You spend more than a specified amount

Can I receive updates on my account by SMS?

Yes, you can select to receive SMS alerts on your account.

Complaints
How do I make a complaint?

Please contact us by one of the following methods.

Telephone: 0333 202 3642. Calls cost 5p per minute plus network extras.
Email: info@engagecard.com
Post:
Engage
1st Floor
Navigation House
Belmont Wharf
Skipton
North Yorkshire
BD23 1RL

Complaints received by email or post will be acknowledged within 1 working day.

If we are unable to resolve your complaint to your satisfaction within 8 weeks you may contact the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK), 0300 123 9123 from a mobile and email: enquiries@financial-ombudsman.org.uk