The Money Shop - Titanium cashplus prepaid MasterCard

FAQ

Find out how to use your Titanium Cashplus prepaid MasterCard^® and why the Titanium Cashplus prepaid MasterCard^® is different from a credit card.

Getting your Titanium Cashplus prepaid MasterCard

Card Features

Using a Titanium Cashplus prepaid MasterCard^® card

Account Management

Topping up your Titanium Cashplus account

Keeping your card safe

Contacting Us

General Contact Advice

Getting your Titanium Cashplus prepaid MasterCard

How can I apply for a Titanium Cashplus prepaid MasterCard^®?
You may apply for a Titanium Cashplus prepaid MasterCard^® either online or at one of our approved retail outlets.

1. To apply online simply click here to sign up now.

2. To apply at one of our approved retailers please click here to locate your nearest retailer. Then take TWO original forms of identification to your local retailer and they will complete an application for you (see How do I upgrade my card? for a list of documents which are accepted). You will then be provided with a temporary ATM^♦ card until your Titanium cashplus prepaid MasterCard^® arrives.

Do I need to upgrade?
You will be required to upgrade if we were unable to fully verify the details you provided us in your application. Only when you have upgraded can you have full access to all of the facilities of your card.

How can I know whether I need to upgrade my account?
If you received a leaflet with your card entitled 'Important Information' it is likely you need to upgrade. If you are unsure:

Please follow the guidance in the leaflet that comes with your card.
Visit the Members' Area and if you are required to upgrade you will see an 'Upgrade Card' button on the left side.

How do I upgrade my account?
We will require proof of your identity and address. We will seek to obtain these either electronically or by you providing us with at least two satisfactory forms of documentation. Please see our website or contact us for more details. To find out exactly what you need to send (whether we require both proof of identification and proof of address or just one) please click here to register to the Members' Area and select the button 'Upgrade Card'. Please see all the accepted forms of documentation below.

Accepted forms of documentation:
Please remember to visit the Members' Area to confirm whether you need to send us both proof of identification and proof of address or just one.

Proof of identification: Send just ONE of the following:

Certified copy of passport
Certified copy of Full or Provisional UK Drivers Licence (both Card and Paper parts)
Certified copy of EU Drivers License
Certified copy of EEA Member State ID Card
Benefits Agency correspondence (i.e. pension book, disability benefit, income support, tax credits, job seekers allowance)
Inland Revenue correspondence (i.e. confirmation of tax code, NI number)

Please note, both Benefits Agency and Inland Revenue correspondence must show your name and address and must be an original document not photocopied.

Proof of address: And/or send ONE of the following:

Utility bill or statement (i.e. gas, electricity, water or phone - we do no accept mobile phone bills.)
Council Rent Card or Mortgage statement
Tenancy Agreement from Council or Housing Association
Home Insurance Certificate
Bank or building society statement or letter
Credit Card/Store Card statement
Council Tax Bill

(We require an ORIGINAL document, not photocopied)

Please note all bills and statements must have been sent to you in the post and must show your name, address and, if applicable account number. We cannot accept print-outs from the internet.

What is a certified copy?
This is a photocopy of your document with the words 'confirmed a true copy of the original' added, which has then been signed, stamped and addressed, with a contact telephone number of a qualified person.

Who can certify my document?
Post Offices, Banks or Building Societies, a Teacher, a Police Officer, an Accountant or a Solicitor are all qualified to certify your document. Please note we cannot guarantee that all of the above will certify your document, so we recommend that you contact the relevant branch/person you wish to use prior to going there to avoid disappointment. If you have any difficulties getting your document certified, please feel free to contact us and we will be happy to help.

Where do I send my document(s)?
Send your document(s) to FREEPOST CASHPLUS (this is the full address) and quote your Application Reference Number. Please note that unless a 'certified copy' is specified we need ORIGINAL forms of verification, either dated within the last three months or still current if an annual item.

Please remember to check how many documents you are required to send by registering to the Members' Area. All documents will be returned shortly after we have received and recorded them.

What if I do not want to upgrade?
You are not under any obligation to upgrade your account, however we would hate for you to miss out on all the other great benefits your card has to offer, as there is no charge to upgrade. If you do not upgrade you will only be allowed to shop online and in-store and you will be restricted to a maximum turnover of £1,500 per year.

However if you do upgrade you will benefit from:

Withdrawing cash at ^♦ATMs
Adding additional cardholders
Setting up direct payments

When will my Titanium Cashplus prepaid MasterCard^® arrive after applying online?
You will normally receive your personalised Titanium cashplus card within 7 to 10 days after we receive payment for your card. If you applied online and didn't pay by debit card, before your card arrives we will send you a letter containing a bar code. You will need to take this to any Post Office^® branch in the UK where you can pay your fees by cash. Once you have paid your fees, you should get your card within 7 to 10 days.

What is a bar code letter?
Following your application, and if you chose to pay at a UK Post Office^® branch, we will send you a letter containing a unique bar code. We use this bar code to identify your application so that you can pay for your card. Once this initial payment has been received, you are on your way to getting your Titanium cashplus prepaid MasterCard^®.

What do I have to do once I receive my bar code letter?
Once you have received your bar code letter, you simply have to take it to your nearest UK Post Office^® branch and pay your fees by cash.

How do I get a replacement bar code letter?
Simply click here and enter the application reference number you received in your confirmation email, and then follow the onscreen instructions. If you are unable to find your application reference number please contact our Customer Services team who will send you a new bar code letter and provide you with a reminder of your application reference number.

When will my Titanium Cashplus card arrive after applying at a Titanium cashplus retail outlet?
Once your application is approved and your fees have been paid (full details of these fees can be found in the 'fee summary section of your terms and conditions) you will be given a temporary Cirrus^® ATM^♦ card. You will be able to use this to withdraw cash from ATMs^♦ displaying the Cirrus acceptance mark until your personalised Titanium cashplus card arrives 7 to 10 days later.

What to do with your cirrus/ATM^♦ card, once your Titanium cashplus prepaid MasterCard^® has arrived?
Once you have received your Titanium cashplus prepaid MasterCard^®, where applicable, you may keep hold of your cirrus ATM^♦ card for use in emergencies. If you were to lose your Titanium cashplus MasterCard^®, your cirrus ATM^♦ card will provide you with access to your money via ATMs^♦ only whilst you wait for your new Titanium cashplus prepaid MasterCard^® card to arrive. Please note that your cirrus ATM^♦ card will not be renewed once it has expired.

How do I get additional Titanium Cashplus prepaid MasterCard's for my family or friends?
It's easy. You can request additional cards on your existing account for use by additional cardholders aged 13 and over for just £4.95 per additional card. If you have an activeplus account no additional monthly fees will be charged for additional cards. Just log onto the Members' Area and apply, call our Customer Services team on 0871 277 5599* or write to us at PO Box 466, Salford, M50 2XU. See terms and conditions for full details.

*Calls made to 0871 numbers are charged at 10pence per minute from a BT landline. Calls from other networks may vary.

^♦ATM/bank cash withdrawals, additional card facilities, top-ups by way of standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.

Card Features

How is the Titanium Cashplus prepaid MasterCard^® different from a debit card and a credit card?
The Titanium cashplus prepaid MasterCard^® is not a credit card - so there is no credit check, even if you have poor credit history you can still get a card! When you use your Titanium Cashplus prepaid MasterCard^®, you are spending money you have already topped up into your Titanium cashplus account, meaning all your purchases are prepaid.

The Titanium cashplus prepaid MasterCard^® is a payment card that works like a pay as you go phone - you need to put money on it before you can use it. When you use a debit card, you are using money linked to a bank account and when you use a credit card you buy now and pay later. With a Titanium cashplus prepaid MasterCard^® you only spend the money you have in your account.

Where can I use my Titanium Cashplus prepaid MasterCard^® card?
You can use your Titanium cashplus prepaid MasterCard^® at over 26 million retail outlets and over one million ATM^♦ locations worldwide, wherever the MasterCard^® acceptance mark is displayed.

Can I get a Titanium Cashplus prepaid MasterCard^® card if I have any County Court Judgments?
Yes - there's no credit check required for a Titanium cashplus prepaid MasterCard^®. Poor credit history does not affect your chances, the card is prepaid, so you're only spending the money you have loaded into your account.

How much does the Titanium Cashplus prepaid MasterCard^® card cost?
There is a card issue fee of up to £9.95. Other card usage fees apply and these are clearly detailed in the Fees Summary section of your Titanium cashplus prepaid MasterCard^® terms and conditions.

Is my cash secure?
Yes. Your Titanium cashplus prepaid MasterCard^® is Chip and PIN protected for added security. You will receive a Personal Identification Number (PIN) which you use with your Titanium cashplus card to get cash from any ATM^♦ displaying the MasterCard^® acceptance mark and at merchants displaying the MasterCard^® acceptance mark. For your peace of mind, your money is held in trust by the Royal Bank of Scotland. If you lose your card, your card, funds and PIN will be replaced in accordance with the terms and conditions.

^♦ATM/bank cash withdrawals, additional card facilities, top-ups by way of standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.

Want to improve your credit rating?

If you're one of the thousands of people who've had problems with credit in the past, never had credit, Creditbuilder^TM could help improve your credit rating. Having a good credit rating is vital these days because it can help you with everything from getting a mobile phone contract to getting a mortgage approved.

Once you have a Titanium Cashplus prepaid MasterCard^® with a monthly pricing plan and your name and address have been verified, add creditbuilder at no extra cost. Just:

Go to the Members Area
Login and click the Creditbuilder button on the left hand side.
Follow the simple onscreen instructions

Why is using a Titanium Cashplus prepaid MasterCard^® safer than cash or debit cards?

Most things that you buy with your Titanium Cashplus prepaid MasterCard^® are automatically covered for free with our valuable Purchase Protection. This can often help you to get a refund if:

Things you've ordered aren't delivered or they're not what you ordered
A company you've paid goes bust
Your goods are damaged or faulty

What's more, it's worth remembering that if a company becomes bankrupt, customers who paid with cash or by debit card rarely get their money back, so your Titanium Cashplus prepaid MasterCard^® can be a safer way to pay.

Can I get Cashback Rewards when I shop online?

Once you get your free Titanium Cashplus prepaid MasterCard^®, make sure that you register for Cashback Rewards. This gives you money back on everything you buy via our Titanium Cashback site. From regular shopping like groceries and DVDs to bigger purchases like a TV or even holidays, we can help you get a useful bonus from the things that you?d be buying anyway.

We'll put the money that you earn straight into your card's account, so you can spend it on whatever you like. We?ll even text you when we load your Cashback Rewards into your account.

Using a Titanium Cashplus prepaid MasterCard^® card

Can I use my Titanium Cashplus prepaid MasterCard^® straight away?
Yes, but you will need to activate it first (just see the question below) Once your Titanium cashplus prepaid MasterCard^® card is activated and loaded with money you can use it to pay for whatever you want, wherever you see the MasterCard^® acceptance mark.

How do I activate my Titanium Cashplus prepaid MasterCard^®?
Simply go to the Members Area and activate your card. Alternatively you can call the Customer Services team on 0871 277 5599*

Can I use my card for everyday purchases?
Yes. You can use your Titanium cashplus prepaid MasterCard^® at over 26 million retail outlets worldwide wherever the MasterCard^® acceptance mark is displayed. You can use your Titanium cashplus card to pay for almost anything, as long as you have sufficient funds in your account. You can use your card online, by phone and in store, for everyday purchases such as: groceries, petrol, paying bills, booking travel and even topping up your mobile phone.

Can I get cash from an ATM^♦?
Yes, if you have been fully verified. You can get cash from any cash machine that displays the MasterCard^® acceptance mark, up to the amount that's in your account or up to a limit of £500^♦ per day. Please see below for more information about the cash limit you can withdraw from your account. There is a withdrawal fee of £2 per UK ATM^♦ withdrawal (selected ATM^♦ owners may charge additional fees) and £3 per non-UK ATM^♦ withdrawal.

Click here to locate your nearest MasterCard^® ATM^♦.

Can I use my Titanium cashplus prepaid MasterCard^® to get cash from a bank?
Yes, if you have been fully verified. If there are sufficient funds in your account, you can use your Titanium cashplus card to get cash over the counter at a bank^♦, subject to a fee of £3 per transaction. Most high street banks will perform this service for you. A daily withdrawal limit applies - please see below.

Is there a limit to how much cash I can withdraw from my account each day?
Yes. The maximum combined amount you may withdraw per day at an ATM^♦ and at bank counters is £500. This limit includes the purchase of travellers cheques, foreign currency and similar items. If you reach this daily limit you can still purchase goods and services from retailers provided you have sufficient funds in your account.

Is there a maximum balance or purchase limit?
Yes, full details of these limits can be found in the 'account limits and usage' section of your terms and conditions.

Are there any MasterCard^® retail outlets where I won't be able to use my card?
Yes, you may be unable to use your Titanium cashplus card if a merchant cannot obtain authorisation for the spend you wish to make. Titanium cashplus may also not be accepted for the hire of a car due to

i) the extended time period that can occur between when a transaction is authorised and when funds are deducted from your account, and
ii) the difference that can occur between the amount authorised and the amount subsequently claimed.

Can I use my card for car hire?
From time to time we may impose controls on the use of your Titanium cashplus prepaid MasterCard^® in specific market sectors. The car hire facility is automatically restricted upon applying. If you wish to have the restriction lifted and the car hire facility switched on, please contact Customer Services so that a review of your account can be performed.

What address should I give when I purchase goods online or by mail order/phone?
The billing address should be the address given by the primary cardholder when they purchased the card. Remember you can update your details by visiting the Members Area.

Can I use my Titanium cashplus prepaid MasterCard^® abroad?
Yes. Your Titanium cashplus card is welcome wherever the MasterCard^® acceptance mark is displayed, at more than 26 million retail outlets globally. So long as you have been fully verified you can also use your card to get cash at MasterCard^® cash machines^♦ all over the world. There is a 2.99% foreign exchange fee for both retail purchases and ATM^♦ withdrawals and a £3 withdrawal fee per ATM^♦ transaction.

Please note: selected ATM^♦ owners may charge additional fees. See Terms and Conditions for full details.

Click here to find a MasterCard^® ATM^♦ abroad.

Is it possible to have an overdraft?
No, Titanium cashplus is a prepaid card, meaning you can only spend the amount you have topped up. You must not spend more money than you have on your account. Any attempt to do so may result in criminal and/or civil action being taken against you.

How are transactions authorised?
Your prepaid card is like a debit or credit card when it comes to purchasing goods and services. When you want to buy something, we are asked if you have enough funds in your account to cover the purchase price of what you want to buy.

This means when your card is put in the Chip and PIN terminal, it will connect to us online. We will then say that you have enough money in your account to pay for what you want to buy and hold the funds until the purchase is fully processed. Nobody will be able to see your account balance.

What is a pending transaction?
Like debit and credit cards, a transaction is pending when a merchant or retailer requests confirmation that you have funds available for the transaction. We have confirmed that you had the funds available and we are holding them for the merchant or retailer to process the transaction. We hold them up to 12 days for the merchant to confirm the transaction.

If the transaction is not confirmed by the merchant within this timeframe the funds will be released back to your available account balance. It will appear as "pending" when you view your statements online, or will have a "P" next to it if you request a text of your last five transactions. If you would like to cancel a pending transaction or have any questions about the transaction please contact the merchant directly as they will have to cancel it.

Will I ever need more money in my account than the amount I'm spending?
In some instances you may need more funds in your account than the amount of money you are spending. See some examples below. This is in line with standard card processing procedures. If you require further information, please check with the merchant or service provider before your transaction is processed.

1) Tips and service charges
At certain outlets the authorisation amount may be increased before the transaction is approved. This is to protect both you and ourselves. At such locations, an additional percentage (usually 10%-20%) will be added to the bill total to cover service charges, tips or other similar costs. The merchant will check for the value of the bill plus the additional percentage, and may decline your card if there are not sufficient funds available. For example: at restaurants your account balance should be 20% more than the bill total for your unique card to be accepted. This is to accommodate for any service charge or tip.

2) Minimum account balance
In some circumstances, you may need a minimum balance in your unique account for your card to be accepted. For example, at fuel stations you will need a minimum of £50 in your account for "pay at pump" usage. To avoid this, please go directly to the attendant to authorise the exact amount you wish to purchase.

Why might a transaction be declined?
Your transaction may be declined if the merchant is unable to go online to verify that you have sufficient funds in your account to cover the value of your transaction.

Will I have to pay any interest?
No. There is no interest to pay and no late payment fees on your Titanium cashplus prepaid MasterCard^®.

Will my account be discussed with additional cardholders?
No, in line with the Data Protection Act 1998 we will not discuss details about your account with anyone other than you unless we have your express permission. If you wish to allow additional cardholders to discuss your account directly with us please send a letter permitting us to do so to Customer Services at PO Box 466, Salford, M50 2XU

What happens when my card expires?
If your account is still open and in good standing, we will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please contact our Customer Services team on 0871 277 5599* to request a replacement. You will not lose any funds in your account if you do not receive a replacement card before your card expires. Please see the terms and conditions for more information.

How do I close my account?
The process of closing your account may take up to 30 days so you may prefer to withdraw funds by ATM^♦ or by making purchases at a MasterCard^® outlet. Once your account balance is zero or as low as possible, simply send a letter and your card cut in half to:

Customer Services
PO Box 466
Salford
M50 2XU

If you do not wish to do the above and you request a refund you will be charged a cancellation fee of £10 (see the Fee Summary).

^♦ATM/bank cash withdrawals, additional card facilities, top-ups by way of standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.

*Calls made to 0871 numbers are charged at 10pence per minute from a BT landline. Calls from other networks may vary.

Account Management

How can I update my contact details?
You can update your contact details either online in the Members' Area or by contacting Customer Services. It is your responsibility to notify us within 14 days of any changes to your contact details so that our records are accurate, complete and up to date.

How can I check my balance and transactions?

Via the Members' Area: You can check your balance and review and print your statements and transactions.

Via Customer Services on 0871 277 5599*: You can use our automated service to:

Report your card as Lost or Stolen
Activate your card
Check your account balance and last 5 transactions
Check when a payment has been made into your account
Change your pricing plan
Hear more information about our services, including:
- Getting and using your card
- Topping up and different payment plans
- How to use your card for getting money to friends and family

You can also get further help with specific account queries by speaking to one of our Customer Services Advisors.

Call us Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more. Lost and Stolen calls will be taken 24 hours a day, 7 days a week.

You can also text us!
To have your latest card information sent to your mobile phone just text the following requests to 07797 800 601. Each text costs your usual network tariff plus 25p which will be charged to your mobile phone. Simply text:

BALANCE - to get your latest balance details
LASTTRANS - to get up to your latest 5 transactions
STATUS - to check up on the status of your application

Please note that if you have more than one card account with the same mobile phone number, you will have to contact customer services.

What are the activeplus and flexiplus pricing plans?
These are two different pricing plans available for your account. activeplus is a great option if you use your Titanium cashplus card often, such as for your everyday transactions.

All purchase transactions are free and a monthly fee will apply. If you only want to use your Titanium cashplus card for one-off purchases or emergencies, then a flexiplus account may be more suitable. You will not be charged a monthly fee, instead you will pay a fee per transaction. You will automatically be issued with an activeplus account, and can choose to switch to a flexiplus account.

How do I change my pricing plan?

Your account will automatically be set up on the activeplus pricing plan. To change to flexiplus, simply call our Customer Services number and select the option to change, or speak to one of the team.

For full details of the Titanium cashplus prepaid MasterCard^® usage fees, including the two pricing plans, please see the terms and conditions and accompanying fees summary.

I don't want to receive text updates after reloading my account at the Post Office^®. What should I do?
Please contact our Customer Services team on 0871 277 5599* and give them your mobile phone number and Titanium cashplus card numbers. They will ensure you do not receive the updates when you reload your account in the future.

*Calls made to 0871 numbers are charged at 10pence per minute from a BT landline. Calls from other networks may vary.

What information will Customers Services ask for when I call?
You will be asked to provide your Card number and other details to help our staff verify they are talking to the correct person. You may also be required to help us, our agents or the police if your Card is lost or stolen or we suspect your Card is being misused.

What happens if a transaction that's not mine appears on my account?
There are a few simple steps that you need to take if a purchase appears on your account that you think is not yours.

Please check with any additional cardholders on your account in case they have bought something that you hadn't known about.
Check through your receipts as a shop's name may be slightly different than the name they print on receipt, which is the name that will appear in your transaction history in the Members' Area.
Speak with the store, or place where the transaction was made, before asking us to look into it as it's usually the faster way to sort it out.
If none of those things work out, then see the Transaction Dispute on the Members' Area for instructions on how to proceed with your dispute and to print a Dispute form. Please ensure we receive your completed Dispute form within 30 days of the purchase being made.

We may send you a 'dispute declaration form' which you'll need to complete and return to us. If it turns out you, or your additional cardholder, did use your card to buy something you then dispute we may have to charge you £20.00 to cover our costs.

If I dispute a transaction on my account, when will I receive my money?
We will review the transaction within 10 days, after which we will either make the refund or advise you why we need additional investigation.

Topping up your Titanium Cashplus account

How do I top-up my account?
There are three easy ways to top-up your account^♦. Your employer can pay your wages directly into your Titanium cashplus account. Alternatively you can go to any Post Office^® branch in the UK or there are over 700 retail outlets and 5000 e-pay outlet. You can top-up your account with any amount between £10 and £5,000^♦. Top-ups at the UK Post Office^® are limited to £500 per transaction. For more information about topping up your account, please click here.

Is there a limit to how much I can top-up per day?
Yes, the amount you may top-up is dependant on whether you have been fully verified. Please see below for the different limits:

If you have been fully verified, the maximum amount you may top-up per day is £5,000 providing this will not exceed your £5,000 maximum balance limit.

If you have not been fully verified, the maximum amount you may top-up within 12 months is £1,500. Your maximum balance limit is £1,500 (cumulative in 12 months), once this limit has been reached you will not be able to make further top-ups within the 12 months unless you upgrade your account. Please see "How do I upgrade my account" for details of how to upgrade.

How long will my top-up take to show on my account?
Funds topped up to your account at Retail Outlets, e-pay Outlets and by E-voucher will usually be available in minutes, funds topped up at the Post Office will usually be available the next business day but may take two or more business days.

Top-up method	Top-up Fee	Time Period	Additional Notes
Retail Outlet	Free	Typically 15mins	There are over 700 retail outlets. Click here to locate your closest retail outlet.
E-pay	£2	Typically 30mins	There are over 5000 e-pay outlets. Click here to locate your closest e-pay outlet.
Post Office	Free	1-2 Business Days (Unless paid on Friday or Saturday where it will usually take until the following Tuesday)	Top-up your card at any UK Post Office.
Wage Payment^♦	Free	3-5 Business Days	Please ensure your 16-digit card number is provided as a reference.
Bank Transfer^♦ (by phone or internet)	Free	3-5 Business Days	Please ensure your 16-digit card number is provided as a reference.

Can I get my wages paid directly into my Titanium Cashplus account?
Yes^♦. Click here to print out our wages payment form. Simply complete this and hand it to your employer to process.

What should I do if I have any questions about wage payments reaching my account?
If you have any questions about when your wage payment will reach your account, please contact your employer or bank first to check when the payment was initiated. Once you have obtained this information you should then contact Customer Services if you still have any unanswered questions.

^♦ATM/bank cash withdrawals, additional card facilities, top-ups by way of standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.

Keeping your card safe

What happens if my Titanium Cashplus prepaid MasterCard^® is lost or stolen?
If you lose your Titanium Cashplus card or it is stolen, call our Customer Services team immediately on 0871 277 5599*. If you are abroad call +44 207 153 8940 (calls will be charged at the international rate set by that country).

When you call you will be asked to provide your card number and other details so that we can verify we are talking to the correct person.

If our records show that there is money remaining on your account, we will cancel your card and issue a new one to the address on your account within 14 days. (see fee summary)

You may be required to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.

Can I block my card before I report it lost or stolen?
Yes, you can do so by visiting the Member's Area and selecting "block a card" ? this will 'suspend' your card but does not order a replacement card. To do that you need to speak to Customer Services

Can I create my own PIN?
Yes. When you receive your Titanium Cashplus card you will be given instructions about how to obtain your PIN by calling 0871 277 5599*. Once you have your assigned PIN you can change your PIN at selected ATMs that display the MasterCard^® acceptance mark.

What happens if I forget my PIN?
If you have forgotten your PIN, you can obtain a reminder by calling Customer Services on 0871 277 5599*, then simply following the options to listen to your PIN.

What happens if I forget my password?
You can reset your password online providing you know your 8-digit security code. If you are unsure what this is simply give our Customer Services team a call on 0871 277 5599* and we will provide you with a reminder.

What happens if a transaction that is not mine appears on my account?
If you believe that a transaction has been incorrectly posted to your account, you should first attempt to resolve the transaction dispute with the merchant before asking that we pursue the dispute on your behalf, as this may lead to a quicker resolution of the dispute.

If you cannot resolve the dispute in this way, you may claim a refund of the applicable amount by phoning our Customer Services team on 0871 277 5599* or by writing to us within 14 days of the date of the relevant transaction.

If you are unable to resolve the dispute we may send you a dispute declaration form which must be completed in full for us to assist you with a transaction dispute.

If our investigations uncover that the disputed transaction was genuine and authorised by you or an additional cardholder, you may be charged an investigation fee of £20.00.

*Telephone calls may be recorded. Calls to 0871 numbers will be charged at 10p per minute from BT landlines. Other operator's charges may apply.

Contacting Us

Please visit the Members' Area to:

Check your account balance
Review statements and transaction history
Activate cards
Edit personal details
Change account passwords
Add an additional card to your account
Change security codes

If you require more information you can contact us.

By Phone:

Web Support: 0871 277 5599
Mon to Fri 8am to 6pm, Sat 10am to 4pm. Calls will be charged at 10p per minute or part thereof, including VAT, from BT landlines. Calls from other networks or from outside the UK may cost more.

Call Web Support to:

Receive assistance in navigating around this website.
Obtain more information about unique, including where to purchase a card.
For existing customers to check balance and recent transaction history, change address details and order additional cards.

Please note, all of this information is available on this website for FREE.

Customer Services: 0871 277 5599
Mon to Fri 8am to 6pm, Sat 10am to 4pm. Calls will be charged at 10p per minute from BT landlines.
Calls from other networks or from outside the UK may cost more.

Call Customer Services to:

Report lost or stolen cards
Report fraud
Locate a missing payment to/from your account
Query a transaction on your account
Request a new PIN
Discuss any other issues not covered above

By Text:
To have your latest card information sent to your mobile phone just text any of the requests below to 07797 800 601.

Each text costs your usual network tariff plus 25p which will be charged to your mobile phone. Please note that if you have more than one card account with the same mobile phone number, your will have to contact Customer Services team.

BALANCE - to get your balance details
LASTTRANS - to get up to your latest 5 transactions
STATUS - to check up on the status of your application

By Post:
Customer Services: PO Box 466, Salford, M50 2XU

For any Media Enquiries:
Please see our corporate website www.apsgroup.com

General Contact Advice

What are your Customer Services opening times?
Customer Services are open Monday to Friday, 8.00am to 6.00pm and Saturday 10.00am to 4.00pm. Lost and Stolen calls will be taken 24 hours a day, 7 days a week.

I'm having problems contacting Customer Services from abroad
If you are experiencing difficulties contacting us using the number displayed on the back of your card please contact us using our international number +44 207 153 8940 (calls will be charged at the international rate set by that country).

What if due to disability or handicap I have difficulty in contacting you?
If, due to disability or handicap, you have difficulty in communicating with us or using our services then in the first instance please email us at accessibility@membersaccounts.com or telephone us on 0871 277 5599* to explain the problem you have and we will do our best to assist you.

How do I make a complaint?
If you are unhappy with the way your account is being run you should contact Customer Services so that we can investigate your concern as soon as possible. A copy of our complaints procedure is available on request. Alternatively you can contact us in writing by sending your letter to:

Complaints Department
PO Box 466
Salford
M50 2XU

If we are unable to resolve any complaint through our internal complaints procedure, you may contact the Financial Ombudsman at: South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 . Email: complaint.info@financial-ombudsman.org.uk

*Telephone calls may be recorded. Calls to 0871 numbers will be charged at 10p per minute from BT landlines. Other operator's charges may apply.