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.

Card Features

Using a Titanium cashplus prepaid MasterCard^®

Keeping your Titanium cashplus prepaid MasterCard^® safe

Managing your Titanium cashplus prepaid MasterCard^® account

All about getting your Titanium cashplus prepaid MasterCard^®

Contacting us

Contacting us about your Titanium cashplus prepaid MasterCard^®

How is the Titanium cashplus prepaid MasterCard^® different from 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 cashplus prepaid MasterCard^® , you are spending money you have a already topped up into your Titanium cashplus account, meaning all your purchases are prepaid. The Titanium cashplus card is a payment card that works like a pay as you go phone - you need to put money on to 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 Titanium cashplus 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 25 million retail outlets and over one million ATM* locations worldwide, wherever the MasterCard^® Acceptance mark is displayed.

Can I get a Titanium cashplus 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 affected your chances, the card is prepaid, so you are spending the money in your account.

How much does the Titanium cashplus prepaid MasterCard^® cost?

There is an 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 or use it at merchants. For your peace of mind, your money is held safely at Broadcastle Bank Ltd or in trust by RBS Ltd on behalf of AFL Financial Ltd. If you lose your card, your card, funds and PIN will be replaced in accordance with the Terms and Conditions.

What is the Cirrus® ATM card and where can I use it?

If you apply for a Titanium cashplus card at a retail outlet you will be given a temporary Cirrus ATM card which you can use immediately to withdraw cash from any ATM* displaying the Cirrus acceptance mark. You will receive your Titanium cashplus prepaid MasterCard^® within 7-10 days. When you receive your personalised Titanium cashplus card you should then destroy your Cirrus ATM card by cutting it in half.

Using a Titanium cashplus prepaid MasterCard^®

Just about everything you need to know about using your Titanium cashplus card, from topping up to online shopping, is given below.

How do I top-up my account?

There are four easy ways to top-up your account. Your bank can do it at regular intervals using a standing order. Your employer can pay your wages directly into your cashplus account. Alternatively you can go to any Post Office® branch in the UK or cashplus retail outlet. You can top-up your account with any amount between £10 and £5,000, subject to provision of satisfactory identification, see Terms and Conditions. Top-ups at the UK Post Office® are limited to £500 per transaction. Click here for more information about topping up your account.

If I don't want to receive text updates after topping up 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 top-up your account in the future.

Can I get cash from an ATM?

Yes, subject to provision of satisfactory identification, see Terms and Conditions. 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 ito 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 transaction and £3 per non-UK transaction (selected ATM owners may charge additional fees).

Can I use my Titanium cashplus card to get cash from a bank?

Yes, subject to provision of satisfactory identification, see Terms and Conditions. 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 limit to how much I can top-up per day?

Yes. The limit is £5,000 per day so long as your account balance does not exceed £5,000, subject to provision of satisfactory identification, see Terms and Conditions.

Can I use my card for everyday purchases?

Yes. Your Titanium cashplus card can be used in the same way as a debit or credit card. There are 25 million MasterCard^® retail outlets globally ready to accept your Titanium cashplus card provided you have sufficient funds in your account. You can use your card online, by phone and in store, for everyday purchases whether groceries, petrol, paying bills, booking travel and even topping up your mobile phone.

Can I use my Titanium cashplus card for online shopping?

Yes. You can use your Titanium cashplus card to purchase goods and services online. Your Titanium cashplus card is the UK's most accepted prepaid card for online purchases.

Are there any MasterCard^® retail outlets where I won't be able to use my card?

You may not be able to use your Titanium cashplus card if a retail outlet is unable obtain authorisation for the spend you wish to make. Titanium cashplus cards may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when funds are deducted from your account. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.

Want to hire a car?

If you want to hire a car in the UK or abroad, we will need to switch this service on. Just call our customer services team and we will complete a car hire account review for you.

What address should I give when I purchase goods online or by mail order/phone?

You need to use the registered address of the primary cardholder. This is also true if an additional cardholder * makes a purchase. Remember you can always update your details by visiting the Member's area.

Can I use my Titanium cashplus card abroad?

Yes. Your Titanium cashplus card is welcome wherever the MasterCard^® acceptance mark is displayed, at more than 25 million retail outlets globally. You can also use your card to get cash at ATMs* with the MasterCard^® acceptance mark, all over the world. There is a £3 withdrawal fee per transaction and selected ATM owners may charge additional fees. See Terms and Conditions for full details. Click here to find a MasterCard^® ATM abroad.

†Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See Terms and Conditions.

Keeping your Titanium cashplus prepaid MasterCard^® safe

We do everything we can to safeguard your money. You need to treat your Titanium cashplus card with care too. Here you can find out all you need to know about Titanium cashplus security and what to do if your card is lost or stolen.

What happens if my Titanium cashplus card is lost or stolen?

If you lose your Titanium cashplus card or it is stolen, call our Customer Services team immediately at 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 create my own PIN?

Yes. When you receive your Titanium cashplus card you will be given an assigned PIN. You can change your PIN at selected ATMs that display the MasterCard^® acceptance mark.

What happens if I forget my password or PIN?

Just give our Customer Services team a call on 0871 277 5599† and we will assist you (please see Terms and Conditions for full details).

What happens if a transaction that is not mine appears on my account?

If you believe that any of the transactions on your account are unauthorised or you believe a transaction has been incorrectly posted to your account, 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 our investigations uncover that the disputed transaction was genuine and authorised by you or an additional cardholder, you may be charged an investigation fee.

See Terms and Conditions for full details.

†Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See Terms and Conditions.

Managing your Titanium cashplus prepaid MasterCard^® account

Just about everything you need to know about how to use our Member's Area, telephone and text messaging service, so you can check your balance, transactions as well as other account management functions.

How can I check my balance and transactions?

Go to the Member's Area: You can check your balance and review and print your statements and transactions. You can also activate your card, add additional cards* and amend your personal details.

Call our Customer Services team 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
Check your last transactions and payment information
Check when a payment has been made into your account
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*
Change your pricing plan
Get further help with specific account queries by speaking to one of the Titanium cashplus Customer Services team

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.

Can I get my wages paid directly into my Titanium cashplus prepaid MasterCard^® account?

Yes, subject to provision of satisfactory identification, see Terms and Conditions. This service is FREE. Simply click here to print out our wages payment form. Read the instructions carefully, then simply complete the form and hand it to your employer to process.

How are transactions authorised?

Your prepaid card is like a debit or credit cards 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.

Do I need a minimum account balance when I use my card?

In some circumstances, you may need a minimum balance in your Titanium cashplus card account for your card to be accepted. For example, when you 'Pay at Pump' you need a minimum balance of £50 on your card. This does not affect you if you purchase your fuel at the till inside the petrol station.

Why might a transaction be declined?

On rare occasions, when a merchant cannot go online and check with us how much money you have on your card, your transaction may be declined.

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 15 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 want 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 have to pay any interest?

No. There is no interest to pay and no late payment fees on your Titanium cashplus card. It is not a credit card so you can not exceed the funds you have on your account. All fee and charges applying to your account are set out in the Terms and Conditions.

How do I get additional Titanium cashplus cards 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 £9.95 per additional card. If you have an activeplus account no additional monthly fees will be charged for additional cards. Just log onto the Member's Area and apply, call our Customer Services team on 0871 277 5599† or write to us at PO PO Box 466, Salford, M50 2XU. See Terms and Conditions for full details.

What happens when my Titanium cashplus prepaid MasterCard^® 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 best way to close your account is by using the funds in your account until your balance reaches zero and you have no funds left in your account. Once your account balance is zero simply write to our Customer Services at PO Box 466, Salford, M50 2XU.

We reserve the right to contact you where appropriate, and charge you for all transactions and applicable fees. See Terms and Conditions for full details.

†Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See Terms and Conditions.

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 plan to use your Titanium cashplus card often, such as for your everyday transactions. You pay a monthly fee of just £4.95 and all purchase transactions are free! If you only want to use your Titanium cashplus account for one-off purchases or emergencies, then a flexiplus account may be more suitable. There is no monthly fee. Instead you will pay a £1 fee per transaction.

Changing your account option

Simply call Customer Services and ask to change.

For full details of the Titanium cashplus card usage fees, including the two pricing plans, please see the Terms and Conditions and accompanying Fees Summary.

Want to use your Titanium cashplus prepaid MasterCard^® to hire a car? Give us a call.

If you want to hire a car in the UK or abroad, we will need to switch this service on! Just call our Customer Services team and we will complete a car hire account review for you. Please click here to see how to contact us.

All about getting your Titanium cashplus prepaid MasterCard^®

When will my Titanium cashplus card arrive after applying online?

You will normally receive your personalised Titanium cashplus card within 7 to 10 days of paying for your card. You will retrieve your PIN over the phone.

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 by cash.

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. You can pay this 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 email your full name, address and postcode to apply@membersaccounts.com. We will send you a new bar code letter in just a few days.

When will my Titanium cashplus card arrive after applying at a Money Shop?

Once your application is approved, you will be given a temporary Cirrus® ATM card. You can use this card to withdraw cash from Cirrus ATMs* (click here for more information on Cirrus ATMs). You will need to pay the issue fee, your first month's subscription (£4.95 if you choose activeplus otherwise flexiplus has no monthly fee) and top-up your initial funds onto the account. Your personalised Titanium cashplus card will be sent to you within 7 to 10 days.

Can I use my Titanium cashplus card straight away?

Yes, but you will need to activate it first (see the question below). Once your card is activated and topped up 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 card?

Simply go to the Member's Area and activate your card. Alternatively you can call the Customer Services team on 0871 277 5599 (calls will be charged at 10p per minute from BT landlines and may be recorded. Other operator's charges may apply).

How do I upgrade to a full Titanium cashplus account?

To upgrade to a full Titanium cashplus account your personal details must first be verified by us. To do this you must provide two forms of identification, as explained below:

Select either two items from the list below:

Certified copy of passport
Certified copy of UK Drivers License
Certified copy of EU Drivers License
Certified copy of EEA Member State ID Card
Inland Revenue Notice of Tax Coding
Pensions/Benefits, including the following documentation:
- Job Seekers Allowance
- Maternity Allowance
- Child Benefits
- Income Support
- Pension Statement
- Incapacity Benefit
- Carers Allowance
- Tax Credit
- Housing Benefits
- Disability Benefit

OR any one item from the list above, plus one item from the list below (please note items must be less than 3 months old or remain current):

Utility bill or statement (i.e. gas, electricity or phone – not mobile & posted, not internet)
Bank or building society statement or letter ( posted, not internet)
Council tax bill ( posted, not internet)
Tenancy Agreement from Council or Housing Association
Benefit Agency correspondence (i.e. pension book, disability, income support)
Home Insurance Certificate
Credit card or store card statement (posted, not internet)
Inland Revenue correspondence (i.e. confirmation of tax code, NI number)
Council Rent Card Mortgage statement

What are the activeplus and flexiplus pricing plans?

These are two different pricing plans available for your account.

How do I change my pricing plan?

Simply call our Customer Services and select the option to change, or speak to one of the team.

For full details of the cashplus card usage fees, including the two pricing plans, please see the Terms and Conditions and accompanying Fees Summary.

How do I apply for flexiplus?

Unless you are responding to a specific online advertisement your account will automatically be set up on activeplus. But don't worry, it is easy to switch to flexiplus, just follow the steps below.

Apply online or at an approved retail outlet
Activate your card
Switch to flexiplus by calling our Customer Service team on 0871 277 5599†
Your first monthly subscription fee will be refunded if you switch to flexiplus within 30 days of activating your card

How do I top-up my account?

There are four easy ways to top-up your account. Your bank can do it at regular intervals using a standing order*. Your employer can pay your wages* directly into your cashplus account. Alternatively you can go to any Post Office® branch in the UK or cashplus retail outlet. You can top-up your account with any amount between £10 and £5,000. Top-ups at the Post Office® are limited to £999 per transaction. Click here for more information about topping up your account.

If I don't want to receive text updates after topping up 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 cashplus card numbers. They will ensure you do not receive the updates when you top-up your account in the future. †Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See Terms and Conditions.

Contacting us about your Titanium cashplus prepaid MasterCard^®

This website should tell you all you need to know to help you make the most of your Titanium cashplus card. You should find answers to all your questions here however, if you haven't yet found the information you need try the following options: For more information about Titanium cashplus prepaid MasterCard^®:

Visit our frequently asked questions pages and other areas of this website.

Visit the Member's Area to:

Activate your card
Check your account balance
Check your last transactions and payment information
Change your security code
Edit your personal details
Change your account password
Add an additional card* to your account for a family member or friend, and give them access to the Member's Area if you wish.

Contact us by Phone

Web Enquiries: 0905 688 0088

Call web enquiries to receive assistance in navigating our website, or to obtain more information about the Titanium cashplus card.

Please note before calling - all of this information is available from the website or the Member's Area, if you are a current customer, for free.

Web enquires are available Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls will be charged at 90p per minute or part thereof, including VAT, from BT landlines. Calls from other networks or from outside the UK may cost more.

Customer Services: 0871 277 5599†

You can use our automated service to:

Report your card as Lost or Stolen
Activate your card
Check your account balance
Check your last transactions and payment information
Check when a payment has been made into your account
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*

Change your pricing plan

Get further help with specific account queries by speaking to one of the Titanium cashplus Customer Services team

By Text

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.

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 our Customer Services team.

By Post

Write to: Customer Services: PO Box 466, Salford, M50 2XU

Other contacts:

For any Media Enquiries:

Please see our corporate website www.apsgroup.com

What if due to disability I have difficulty in contacting you?

If, due to disability you have difficulty in communicating with us or using our services then in the first instance please email us at accessibility@mycashplus.co.uk or telephone us on 0871 277 5599† to explain the problem you have and we will do our best to assist you.

General contact advice:

Who do I contact if my personal details change?

Please visit our Member's Area to update your account records. Alternatively, please contact Customer Services on 0871 277 5599† and they will amend your account records.

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

Some international telecomms companies do not recognise your usual Customer Services number. An alternative number you can use from an international 'phone line is +44 207 153 8940.

I'm not happy with the service. How do I make a complaint?

If you are unhappy with the way your account is being run, or you believe that a transaction has been incorrectly posted to your account, you should contact Customer Services on 0871 277 5599† so that we can investigate the circumstances as soon as possible. You can also contact us by writing to Customer Services at 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: enquiries@financial-ombudsman.org.uk

†Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See Terms and Conditions.