Travel Money Click & Collect and Home Delivery FAQs
We're here to help!
Here you will find a selection of the most Frequently Asked Questions in relation to our Travel Money service.
If you are unable to find an answer to your question, please visit our contact us page for details on how to get in touch.
International Money Transfers
What are the benefits of using Ramsdens over my bank?
There are a number of benefits to choosing Ramsdens to manage your currency transfers - not least being able to achieve a more competitive exchange rate.
At Ramsdens we do not charge transfer fees and every client is allocated a dedicated account manager for constant support. With our highly competitive exchange rates and fast, free transfers you can save a considerable amount on your international money transfers.
Unlike most banks, Ramsdens offer a range of transfer options to suit your specific needs.
Another benefit of using our services is that you have the choice of arranging your transfers over the phone with your Account Manager or sending money overseas 24/7 online at www.ramsdenscurrency.co.uk/international-money-transfers
How do I get started with Ramsdens International Money Transfers?
Getting set up with Ramsdens is simple and you can open an account in just a few minutes.
You can register your details online or over the phone and our dedicated team will be on standby should you need some help. Alternatively, you can pop into any of our branches where a staff member will capture all the relevant information and forward it to our International Money Transfer team who shall get in contact to assist you through the registration process.
Once registered, you’ll be assigned an Account Manager who can provide invaluable guidance and support while keeping you informed of market movements.
When you’re ready to make a transfer, your Account Manager will confirm the current exchange rate and make the transfers on your instruction. For transfers below £10,000 you can also do this online at www.ramsdenscurrency.co.uk/international-money-transfers a service which gives you the ability to move money 24/7, monitor your transfer history, edit your account details and set up rate alerts. Whether you choose to arrange your transfer over the phone or online, the process is completely transparent and no contract is booked without your explicit confirmation.
Will my money be safe with Ramsdens International Money Transfers?
Yes, your money is safe with Ramsdens International Money Transfers. We prioritise the security of our customers' funds through rigorous measures and compliance with regulatory standards. We are authorised and regulated by the Financial Conduct Authority (FCA) as an Authorised Payment Institution (FCA number 1004451), ensuring that we adhere to strict guidelines to safeguard your funds. Additionally, we employ advanced encryption technology to protect your personal and financial information during transactions. With Ramsdens, you can trust that your money is in safe hands, giving you peace of mind when using our currency services.
How much does it cost to transfer money abroad?
Unlike some other International Money Transfer businesses and Banks, Ramsdens do not charge for sending your currency abroad. The only charge anything outside of the actual exchange rate we quote. As well as saving on the transfer fees you will also get a lot more currency for your money by securing a highly competitive exchange rate with Ramsdens.
How long will my transfer take?
We like to get your money where it needs to be as quickly as possible. While the amount of time a transfer takes can depend on the currency, destination and receiving bank, the funds should be in your account on the same day or within no more than two working days for more exotic destinations.
What currencies do you offer?
Ramsdens can offer an International Money Transfer service for more than 40 currencies. This covers all the major currencies. Should you wish to that we can facilitate your currency needs please call on 0800 031 5770.
Is there a minimum or maximum transfer amount?
Ramsdens do not have a maximum transfer limit and our range of services mean you can save money whatever the size of your transfer.
Our online platform you can also move as little as £100 on a fee-free basis up to a maximum of £10,000 for transfers over £10,000 you will need to call us on 0800 031 5770 and speak to your dedicated account manager.
So, whether you need to transfer £100 or £10,000,000, we can help.
What exchange rate will I get?
Here at Ramsdens we pride ourselves on offering our customers excellent exchange rates.
When you search for an exchange rate online you’re usually seeing the interbank rate – a rate only available to major financial institutions. We aim to secure our customers exchange rates which are as close to the interbank rate as possible.
As exchange rates are highly volatile and fluctuate throughout the day, the exact exchange rate your transfer will be conducted at is set the moment your transfer is confirmed
How does Ramsdens International Money Transfers save me money compared to a bank?
Ramsdens can help you save money by making sure you secure a more competitive exchange rate than banks would offer. Additionally, unlike most banks (and many other international money transfer providers) we don’t charge any transfer fees.
Specialist Services
Ramsdens offers a range of services that can be tailored to suit individual requirements. Whether you want to protect your funds from market fluctuations by fixing an exchange rate for up to two years in advance of a transfer or would like to save time and money when managing regular overseas payments, Ramsdens can help.
Payment Methods
What methods of payment are accepted for Click & Collect and Home Delivery?
For orders placed online debit cards are currently the only method of payment accepted for Click & Collect and Home Delivery. For orders placed in a branch, we will accept cash and debit card payments. Credit card payments can also be taken in branch you should be aware that your credit card provider may charge you additional fees.
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Collection & Delivery
Which branches are available for Click & Collect Travel Money?
The Ramsdens Click & Collect Travel Money service is available at all Ramsdens branches except Whitby.
What time do I need to order by for collection next day?
Please check our Order and Collection Timetable for more details on ordering and collection times.
How will you deliver my home delivery of travel money?
All orders are sent by Royal Mail Special Delivery and will be subject to Royal Mail’s Special Delivery terms and conditions (a copy of which is available from Royal Mail upon request). For this reason, we are unable to guarantee that Saturday deliveries and deliveries to certain remote places within the United Kingdom will be made in accordance with the order confirmation and delivery times stated.
What areas do you deliver to and what time do you deliver by?
Royal Mail deliver special delivery packages throughout the UK by 1pm. However, there are certain delivery restrictions in particular areas
- Royal Mail deliver by 5:30pm the next working day in the following postcode areas:
- AB30 - 39, 41 - 45, 51 - 56
- HS1, 3 - 9
- IV21 - 28, 40 - 49, 51 - 56
- KA27, 28
- KW1 - 3, 5 - 15
- KW16 Stromness Town only
- PA20 (0&9)
- PA28 - 38, 41 - 49, 76, 77
- PH15, 17 - 26, 31 - 40, 49, 50
- ZE1
- Royal Mail delivery within two working days by 5:30pm to the following postcode areas:
- HS2
- IM, JE
- PA60 - 75, 78
- ZE2, 3
- Royal Mail deliver within three working days by 5:30pm to the following postcode areas:
- KW16 - non Town
- KW17
- PH30, 41 - 44
What time do I need to order by for next day home delivery?
Please check our Home Delivery Timetable for order by and delivery by details.
Can you deliver to my work address?
We can only deliver to the address that your payment card is registered to.
Can I select a date for a home delivery?
Yes, you can select a delivery date up to 7 postal dates in advance of the earliest date.
Can I change the date of a home delivery?
Unfortunately, we are unable to change the date of delivery once your order is confirmed.
What happens if I am not in when the delivery is attempted?
- We use Royal Mail Special Delivery to deliver your order. This is a fully insured service that requires a signature. If you're not at home to sign for your order, it will be taken back to your local Royal Mail delivery office and a 'Whilst you were out’ card will be left informing you where the envelope is. Once the card has been left you can either collect your order from your local delivery office or arrange re-delivery for when you are at home.
- When ordering for Home Delivery we recommend you leave at least 48 hours before you travel to guarantee you receive your travel money in time, as from time to time there can be delays (such as postal strikes for example).
Can I have a Ramsdens Mastercard Multi Currency Card delivered with my home delivery currency?
Not together, should you wish to purchase a Ramsdens Multi Currency Card and travel money for home delivery, these would need to be processed as two separate transactions and would be delivered separately.
How much does home delivery cost?
- Delivery costs for deliveries Mon – Sat are as follows
- For order values up to £299.99 - £7.49
- For order values between £300 and £499.99 - £4.99
- For order values between £500 and £999.99 - £2.99
- For orders over £1,000 delivery is FREE
- Home delivery of a Ramsdens Multi Currency Card is FREE
- There is no delivery cost for Click & Collect
Rates and Denominations
How do I know I’m getting the best rate when buying my currency?
Ramsdens regularly compare currency rates with those of local competitors to ensure that we are always offering our customers great rates.
What if I require specific denominations?
Specific denominations should be requested when your order is placed, either by contacting your requested collection branch or by replying back to the confirmation email you receive. Whilst you can request specific denominations, we can’t guarantee them as this depends on current stock levels.
Amendments, Cancellations and Left Over Holiday Money
Can I cancel my home delivery order?
If you have placed an order for home delivery, this cannot be cancelled or amended once your order has been confirmed.
What is the minimum I can order for home delivery?
The minimum amount you can order for home delivery is the currency equivalent of £100.
What is the minimum I can order for Click & Collect?
The minimum amount you can order for Click and Collect is the currency equivalent of £50 for both Euro and USD and £100 for all other currencies.
What is the maximum I can order for home delivery?
The maximum amount per order is the currency equivalent of £2,500.
What is the maximum I can order for Click & Collect?
The maximum amount you can order for Click & Collect is the currency equivalent of £7,000.
What if I do not use all of the currency that I have purchased?
- You can return any unsold currency notes to any of our branches and we will purchase it from you at the prevailing rate on the date of return.
- Or for a small fee of £4.99 you can purchase our Buy Back Guarantee which will allow you sell back up to 30% of your leftover Travel Money notes up to a max of £750 currency equivalent at the same rate you purchased it at. Our BBG also offers you a full refund of your travel money purchase if your holiday is cancelled within 7 days of collecting your currency. For more information on our Buy Back Guarantee service click here.
Do you buy loose coins back?
We don't buy back coins however you can help make a change to our chosen local charities by donating your unwanted coins and notes in store. We accept all currencies and denominations.
Ramsdens Mastercard® Multi Currency Card FAQs
Why should I get a Ramsdens Mastercard® Multi Currency Card?
The Ramsdens Mastercard Multi Currency Card is perfect for international travel, as you can load it up with your chosen currency and top up as you go. You won’t have to pay any fees on purchases in shops or restaurants as you do with most bank cards when you spend in a currency loaded on the card, and you don’t have to worry about your bank details being stolen if you lose your card.
How does my Ramsdens Mastercard Multi Currency Card work?
Just like any other payment card. You can use it to pay for goods and services all over the world - wherever Mastercard Prepaid is accepted.
Getting Started
Who can apply for a Ramsdens Multi Currency Card?
Anyone over the age of 18 who is resident in the UK can apply for a card, all you need is valid government issued photo ID.
How do I register my card?
- If you bought the card at a Ramsdens store, click on the link for ‘Register Your Card’ and simply follow the instructions on the screen. You will need your full 16-digit card to register for My Account.
- If you bought your card online, it is already set up on My Account. Simply use the email address you provided when you bought the card, plus the password you created during the purchase process, to log in to My Account and manage your card easily online.
My Account
What is My Account?
My Account is an online card management area. Once you have registered your Multi Currency Card, you can check your balance, top up, move money between currencies, retrieve your PIN, and review your transaction history.
Will my name be on the card?
If your card is ordered for home delivery, your name will be printed on the reverse of the card. All other cards will be unnamed.
Is my card linked to my bank account?
No.
Where can I find the card T&Cs?
You can find T&Cs at www.ramsdenscurrency.co.uk/travel-card/terms-and-conditions.
Using and topping up your card
Where can I use my card?
Your card can be used globally, anywhere Mastercard® Prepaid is accepted.
Where can I not use my card?
- There are a few countries and geographical regions where it’s not possible to use your Ramsdens Multi Currency Card. If you attempt to withdraw cash from an ATM or use your card at merchants in any of these countries or geographical regions your request will be declined. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, Crimea, Donestsk, Luhansk and Russia.
- The Multi Currency Card may not be used for money transfers (i.e., the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.
How secure is my card?
You can easily block and unblock your card in the app for added protection or if your card is lost or stolen. Our app uses secure biometrics, an easy alternative to using and remembering a password.
What exchange rate will I get when loading or topping up a card?
Ramsdens rates apply when you load or top up the card into foreign currency in branch. Mastercard rates apply for exchanges between currencies in the app or online.
What happens if my card is declined in a shop?
This should only happen when you don’t have enough money on the card to cover the purchase.
Can I use my Multi Currency Card to purchase items online?
- You can use your Multi Currency Card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.
- By using your Multi Currency Cash Passport in the currency that the online site trades in (if it is one of the Currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that's printed on the signature strip on the back of the card.
What if I don't have enough currency on my card for what I need?
- The great flexibility and added functionality of Multi Currency Card means that as long as you have more than one Currency loaded, the Card will automatically select the next available Currency, in the following order: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, CZK, SEK, JPY, THB, HKD, SGD. The search will automatically begin from British Pounds Sterling.
- If you have insufficient funds of the currency you need, or you do not have the funds in the currency of the country you are visiting on your card at all, you can still use it to make a payment. The Multi Currency Card will automatically convert the amount of the transaction from local currency into the currency (-ies) available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section within the Terms & Conditions for more details).
I don't have as much money available on the card as I thought. Why is this?
- When using your card at some merchants (see table below), you may be required to have an available card balance greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.
- At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations tolerance is applied to all automated fuel pump transactions.
- The merchant categories where tolerances apply are listed below.
| Merchant Category | Tolerance |
| Bars (or other similar drinking places) | 15% |
| Restaurants (or other eating places) | 15% |
| Automated fuel dispensers | USD75 or currency equivalent |
What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?
- If you do not have sufficient funds available in your total available card balance to cover both the value of the transaction plus the tolerance amount, the transaction will be declined.
- For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 15% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 15% tolerance is added to the transaction amount and there will be insufficient funds to cover US$57.50 (US$50 + 15% tolerance (US$7.50) = US$57.50).
- Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card balance to cover the addition of tolerance.
- At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.
When I use my card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?
- As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card balance until the merchant settles the final amount (i.e., payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner. If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee. Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN or contactless.
- As the merchant may not settle (i.e., ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your card), we recommend that you check your transaction history regularly via My Account and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.
- At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.
What if I’m offered the option to pay in GBP whilst I’m abroad?
When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency. By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local Currency on your card, the balance will be taken from another currency on your card.
What is pre-authorisation?
When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorisation will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorisations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.
When my Multi Currency Card expires what do I do?
You can either move your money to a new card, or cash out the balance (subject to fees) and close your Multi Currency Card. To cash out and close, please call Card Services.
Managing My Account
How do I manage my account?
You can top up your card at any time instore, online or by downloading our app. Our app enables you to fully manage your account and stay in control of your spending at home and abroad. With our app you can set up alerts for each time a transaction is made and low balance alerts for when a currency is running low.
How to change your PIN?
You can change your PIN at any cash machine in the UK or Europe that has a ‘PIN change’ function on its cardholder menu.
How to retrieve your PIN?
You can get a PIN reminder by selecting the 'PIN reveal' option in My Account or the mobile app. Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.
I have multiple currencies loaded on my card, can I transfer funds to another currency on my card?
Yes, you can easily switch between currencies. Mastercard rates apply for exchanges between currencies in the app or online.
What should I do if I need help managing my account?
Authorising a third party to help you with your account – if you need help managing your account, please contact Card Services who will be able to assist you with this.
How do I close my Multi Currency Card?
- If you would prefer not to keep your card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine's issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.
- Or, if applicable, you may take your Multi Currency Card (and valid photo ID) back to the branch where you bought it and they will refund your remaining balance, less any fees. Payment will be in GBP and the exchange rate (if applicable) will be applied by the branch. Please note: not all branches will offer this service. Alternatively, you can contact Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the primary cardholder only. Please see your terms and conditions for more information.
Fees and Limits
How much can I top up?
- Top up as little as £50 whenever you want using our app, all from the comfort of your own home or where ever in the world you have a Wi-Fi signal!
- The maximum top up via our app is £2500 (or currency equivalent) per reload
- The maximum branch and online top up limit is £5000 or currency equivalent.
What is the maximum balance allowed on a card?
£5,000 or currency equivalent.
Are there annual fees?
There are no annual or monthly fees but inactivity fees will be applied after 18 months of non-usage. See T&Cs for details.
Support and Complaints
My card is lost or stolen?
- Contact our Global Assistance Call Centre 24/7
- Calling from the UK: Freephone 0800 028 2437
- Calling from abroad: +44 207 026 9011 (Standard network charges will be applied)
I need to speak to someone. Who do I call?
Call the Card Service Helpline on 0800 028 2437 or if abroad +44 207 026 9011
Can I get access to emergency cash?
If you report you card as being lost, stolen or damaged, we can arrange your emergency cash in the local currency (up to the value remaining on the card and subject to availability) anywhere in the world.
How do I dispute a transaction on my card?
If there is an incorrect transaction and you want to dispute it, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
Card Services, 24 hours a day, 7 days a week.
Card Services, 24 hours a day, 7 days a week.
- Phone number if calling from the UK - 0800 028 2437
- Phone number if calling from abroad - +44 207 026 2437
What do I do if I find an incorrect transaction on my card?
- It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on My Account or using the mobile app.
- If you have any queries about your Multi Currency Card balance or you notice a card transaction that you do not recognise, please notify Card Services as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.
- If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
What should I do if I want to register a power of attorney?
A Power of Attorney is a document that allows you to appoint a person organisation to manage your affairs if you become unable to do so. If you need to register a Power of Attorney with us, contact Card Services who will be able to assist you with this.
What do I do if I need to tell you about the passing of a Ramsdens Multi Currency Card cardholder?
We’re sorry to hear about your loss. If you need to inform us about the death of one of our customers, please contact Card Services who will be able to assist you with this.
Old Ramsdens Travel Cards
Have an old Ramsdens Travel Card?
If you have old Ramsdens Prepaid Travel Card, please click here for important information.
Google Pay - FAQs
How do I add my Ramsdens Multi Currency Card to my Google Wallet?
- It’s a really simple process to add a card to your Google wallet.
- After you have registered your Multi Currency Card within the Ramsdens mobile app, it will prompt you to add your Multi Currency Card to your Google wallet through a link within the app home screen. Follow the on-screen instructions, they will guide you through the rest of the process.
Who can help me if I can’t add my Ramsdens Multi Currency Card to my Google Wallet?
If you have followed the steps within the FAQ titled ‘How do I add my Ramsdens Multi Currency Card to my Google Wallet?’ and have been unable to add the card successfully, then please feel free to reach out to the Card Services team on 0800 028 2437 who will be able to assist you, or if abroad phone +44 207 026 9011.
What charges are involved when I spend with my Ramsdens Multi Currency Card using Google Pay?
There are no additional charges whatsoever when using your Multi Currency Card through Google Pay. It’s simply a way of using your phone to pay in place of your physical card, so only the standard Multi Currency Card fees and charges apply.
Should I still take my Ramsdens Multi Currency Card abroad with me, if it’s now in my mobile wallet?
Yes, absolutely. It’s always advisable to carry your Multi Currency Card with you, even if you use your Google Wallet most of the time. Contactless or mobile payments may not be accepted in some places. Having your card with you means you’ll always be able to spend with confidence wherever Mastercard prepaid cards are accepted.
Does this mean I can now load currency onto my Ramsdens Multi Currency Card using Google Pay?
- Not quite yet. Using your Multi Currency Card to pay for things from your Google Wallet is now live, but you are currently unable to add currency to it through Google Pay.
- The Ramsdens Multi Currency Card mobile app still offers the fastest way to add funds to your Multi Currency Card, where we can accept all major credit and debit cards. After registering your card and logging in, just hit the ‘top up’ button and follow the simple steps to add funds.
- We are working hard on adding this enhancement as we know how helpful it will be, we expect to have this live shortly.
Can I use my Google Pay and Ramsdens Multi Currency Card to pay in any currency?
- You can use it to pay using any available currency loaded on your Multi Currency Card.
- In the same way that your Multi Currency Card works, Google Pay will automatically select the correct currency when the currency type and funds are available on your Multi Currency Card. If the correct currency funds are not available, then payment will be taken in priority order from your Multi Currency Card to fund the spend (the order is GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, SEK, JPY, THB, HKD, SGD). Additional charges may be incurred if this happens, see full details on fees and limits here.
What if I lose my phone or device?
- Just log into your Google account and use the ‘Find My Phone’ process to lock your phone and, if you choose, you can also delete your data at this point. This will stop the phone from being able to use Google Pay.
- If you’re concerned about your Multi Currency Card, please log into your Ramsdens Multi Currency Card My Account area, where you can suspend your card quickly and easily.
- Log in and tap ‘card settings’.
- Click on the button named ‘suspend card’, you’ll need to confirm this by hitting a second button also named ‘suspend card’.
- After a few seconds you should see ‘Card Status: SUSPENDED’ When you see this, your card has been temporarily frozen. It will stay that way until you unsuspend it, following the same instructions.
- If you don’t have access to the My Account area, you can contact our Card Services team on 0800 028 2437 who will be able to assist you, or if abroad phone +44 207 026 9011.
Apple Pay FAQs
How do I add a Multi-currency Cash Passport to my Apple Wallet?
It’s a really simple process to add a card to your Apple wallet.
1) After you have registered your Multi-currency Cash Passport within the Cash Passport Mobile App, it will prompt you to add your Multi-currency Cash Passport to your Apple Wallet through a link within the app home screen.
2) Follow the on-screen instructions, they will guide you through the rest of the process.
If for whatever reason you are unable to add your Multi-currency Cash Passport to your Apple Wallet through our app, you can also follow Apple’s own instructions for doing this.
1) After you have registered your Multi-currency Cash Passport within the Cash Passport Mobile App, it will prompt you to add your Multi-currency Cash Passport to your Apple Wallet through a link within the app home screen.
2) Follow the on-screen instructions, they will guide you through the rest of the process.
If for whatever reason you are unable to add your Multi-currency Cash Passport to your Apple Wallet through our app, you can also follow Apple’s own instructions for doing this.
Who can help me if I cant add my Multi-currency Cash Passport to my Apple Wallet?
If you have followed all of the steps within the FAQ titled ‘How do I add a Multi-currency Cash Passport to my Apple Wallet?’ and have been unable to add the card successfully, then please feel free to reach out to the Card Services team on 0800 056 0572 who will be able to assist you. If you are currently outside of the UK, check for a free local number here.
What charges are involved when I spend with my Multi-currency Cash Passport using Apple Pay
There are no additional charges whatsoever when using your Multi-currency Cash Passport through Apple Pay. It’s simply a way of using your phone to pay in place of your physical card, so only the standard Multi-currency Cash Passport fees and charges apply. See here for a breakdown of associated charges.
Should I still take my Multi-currency Cash Passport abroad with me, if it’s now in my Apple wallet?
Yes, absolutely. It is advisable to carry your Multi-currency Cash Passport with you even if you use your Apple Wallet most of the time. Contactless or mobile payments may not be accepted in some places. Having your card with you means you'll always be able to spend with confidence wherever Mastercard Prepaid is accepted.
Does this mean I can now load currency onto my Multi-currency Cash Passport using Apple Pay?
Yes, you are now able to add currency to your Multi-currency Cash Passport with Apple Pay. When you go to checkout and select a payment method, you can select Apple Pay and add funds from Maestro, Mastercard or VISA debit/credit cards.
Can I use my Apple Pay and Multi-currency Cash Passport to pay in any currency?
You can use Apple Pay to pay in any available currency loaded on your Multi-currency Cash Passport. In the same way that your Multi-currency Cash Passport works, Apple Pay will automatically select the correct currency when the currency type and funds available on your Multi-currency Cash Passport. If the correct currency funds are not available, then payment will be taken in priority order from your Multi-currency Cash Passport to fund the spend (the order is GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, CZK, SEK, JPY, THB, HKD, SGD). Additional charges may be incurred if this happens, see full details on fees and limits here.
What if I lose my phone or device?
If you lose your Apple device, you can put it in Lost Mode to suspend Apple Pay, or you can wipe your device completely clean – just log in to iCloud to manage these settings.
If you’re concerned about your Multi-currency Cash Passport, please log into your Multi-currency Cash Passport App or login to your My Account area online at https://cashpassport.mastercard.com/uk where you can suspend your card quickly and easily.
If you’re concerned about your Multi-currency Cash Passport, please log into your Multi-currency Cash Passport App or login to your My Account area online at https://cashpassport.mastercard.com/uk where you can suspend your card quickly and easily.
- Log in and tap ‘card settings’
- Click on the button named ‘suspend card’, you’ll need to confirm this by hitting a second button also named ‘suspend card’
- After a few seconds, you should see ‘card status: SUSPENDED’. When you see this, your card has been temporarily frozen. It will stay that way until you unsuspend it following the same instructions.
- If you don’t have access to the My Account area, you can contact our Card Services team on 0800 056 0572 who will be able to assist you. If you are currently outside of the UK, check for a free local number here.
To view all Travel Money FAQs, please click here
