Currencies Direct Prepaid MasterCard^® FAQ

Where can the Currencies Direct Currency Card be used?
You can use your Currencies Direct Prepaid MasterCard wherever the MasterCard Acceptance Mark is displayed, including shops, bars, tourist attractions, restaurants, hotels, online, over the telephone or at ATMs.

What currencies can I get the Currency Card in?
Cards are currently available in EUROS.

How much does the Currency Card cost?
The Currencies Direct Prepaid MasterCard represents excellent value for money and it is free to obtain for a minimum initial load of £10 or equivalent. There are no monthly fees or transaction fees when spending in the card currency, and no currency conversion commissions when loading funds. A small transaction fee does apply when using ATMs. Where fees are unavoidable, we have minimised these to help you enjoy your experience with us. Please see the Prepaid Card Terms and Conditions and summary of fees.

How do I apply for the Currency Card?
You can apply by going to www.currenciesdirectcard.com and click the 'Apply Now' button and follow our step by step guide - it will only take a few minutes. If you are not already a Currencies Direct customer you will also have to complete a Currencies Direct application as only Currencies Direct customers can apply for the card.
There is a minimum initial load of £10. We will contact you after we receive your application to complete the initial load.

Please note that at present we can only send cards to customers registered in the United Kingdom aged 18 and over.

How do I apply for additional cards i.e. family members or travelling companions?
Once you have the card, you can log into your account and request additional cards. There is a small fee per additional card (please refer to the Terms & Conditions and Fees section in www.currenciesdirectcard.com). An additional card is also useful if you lose your card, as we can transfer the funds to this card after your original card has been blocked. You may request up to 1 additional card per account.

When will I get my card?
Following your completed application and first load payment your Currencies Direct Currency Card will be sent to you within 5 - 10 working days.
Please note that the card will be sent to the address you used to register with Currencies Direct.

How can I activate my card and get my PIN?
As soon as we process your application for the Currency Card, we will send you an email with a six digit passcode. Once you receive your card in the post you will have to call 0845 351 0116 (+44 845 351 0116 from abroad) and select option 1 to activate your card. Please note that calls via mobiles from abroad may experience difficulties, so we recommend that you use a landline and activate your card before you leave. After you activate your card please stay on the line to obtain your PIN.
Your card will be ready to use as soon as you activate it. Please note however, that it may take up to 24 hours for the activation status to be reflected on the online account management site. This however will not impede you from accessing your account and top-up your card online.

How do I get my PIN?
For security reasons your four digit card PIN used to perform card transactions will never be issued with your card. To get your PIN please call us using the number provided in the letter accompanying your card. Please note that your card PIN is different from the six digit passcode that you use to activate your card. The passcode will be sent to you by email as soon as your card application is processed.

If you find your PIN hard to remember you can change it at most UK ATM's by simply selecting the "Pin Services" option. Avoid choosing popular or obvious number sequences, or any sequences that could be easily connected to you. We suggest you change your PIN, if necessary, at an ATM in the UK before you travel, to avoid any potential issues while abroad.

What happens if I lose my Passcode?
If you lose your passcode, please reset your passcode online via the login page, or send an email to currencycard@currenciesdirect.com or call us on 0845 351 0116 option 9. A new Passcode will be sent to you by email. With your new Passcode you will be able to login online or obtain your PIN again by following the instructions above.

What happens if I forget my PIN?
If you forget your PIN please call 0845 351 0116 (+44 845 351 0116 from abroad) and select option 1 to hear a reminder. You will need your card and your passcode. If you have forgotten your passcode please see above.

How can I unblock my PIN?
Your PIN will get blocked if you enter an incorrect PIN three times. If you need to reset it, please call us on 0845 351 0116 option 9 and we will instruct you how to reset it.

What should I do when I receive my card?
Sign your card immediately, and then follow the instructions in the accompanying letter it to activate your card and obtain your PIN. After this your card is then ready to use.
If you find your PIN hard to remember you can change it at most UK ATM's by simply selecting the "Pin Services" option. Avoid choosing popular or obvious number sequences, or any sequences that could be easily connected to you. We suggest you change your PIN, if necessary, at an ATM in the UK before you travel, to avoid any potential issues while abroad.

Can I load more funds if I need them?
Absolutely, you can add more funds to your card once you receive it by clicking the "Top Up" button in the www.currenciesdirectcard.com website. Simply follow the on-screen instructions. Online top-ups are available 24 hours a day/7 days a week.

Please note for online top-ups: For security reasons and to protect your account, you can only use a debit or credit card that has the same billing address as the address used to apply for your Currency Card

How much can I top up?
The minimum top-up is £10 (in its euro equivalent) and the maximum is €3000 per top-up. There is also a maximum daily top-up amount of €6000.

What happens if I want to pay by standard bank transfer?
You are welcome to pay by standard bank transfer by contacting our dealing desk on 0845 389 3000, but the process will take longer and unfortunately we cannot load the card until we receive your payment. After confirming your order we will inform you of the total amount to pay in GB Pounds, and the details of the bank account into which to pay this amount. As we cannot be certain how long the payment will take to reach us, we will complete the transaction and apply the payment on your card on the day we receive your payment. We will send you an email confirming all the transaction details after we receive your payment.

Once loaded, how long before I can access my funds?
Generally funds will be available within two hours after we receive your payment via debit/credit card online. Standard bank transfers can vary between 1 to 3 working days from when you initiate the payment.

How do I track my transactions, balance and available to spend amount?
Using our website or SMS text service you can easily keep track of your spending and that of the additional cardholders.

Online	www.currenciesdirectcard.com
For SMS card balance	Text CARD BAL to 60777 (or to +44 7786 200690)
For SMS recent transactions	Text CARD TRX to 60777 (or to +44 7786 200690)
Customer Services	Call 0845 351 0116 (or +44 845 351 0116 from outside the UK)

For more information and fees see our Prepaid Card Terms and Conditions

When using the Currency Card abroad what should I do if I'm asked if I want to pay in GB Pounds?
When using your card abroad you may be offered the option to pay in GB Pounds; this is because the merchant's terminal or ATM recognizes that you have a UK card. The funds on your Currencies Direct Currency Card are already denominated in Euros so you should always reject this option and select to pay in EUROS.
If you don't reject this the merchant will charge you a fee to convert your money into GB Pounds. Please note Currencies Direct is not responsible for any loss due to conversion if you do not select the option to pay in EUROS.
Your Currencies Direct Currency Card is designed to help you avoid these hidden merchant and banking charges.

How are returned goods credited?
Stores will process returned goods in the same way they handle any other goods bought using a MasterCard card and subsequently returned. They may credit your Currencies Direct Currency Card, provide a cash refund or a credit note.

What happens if the card balance becomes negative?
As your Currencies Direct Currency Card is a prepaid card, you will not be able to spend more than the balance available in the card. However, there is a possibility of a shortfall. There is no overdraft facility on the card. Please see our Prepaid Card Terms and Conditions for further details. If the purchase or ATM withdrawal you are trying to make is for a higher amount than your available balance, the transaction will be declined.

Can I leave money on the card for future travel?
It is easiest to leave the money on your card for your next trip and top up further as needed. However, if you wish to withdraw your remaining balance at the end of your trip you can do so at an ATM either abroad or when you return home. If you use an ATM when you get home and receive the balance in GB Pounds there will be a 2.5% fee. See our Prepaid Card Terms and Conditions. Upon request, we can also return the balance to the payment method you used to buy the funds. Contact Us via the details in our web site. There will be a small redemption fee of €6 (see our Prepaid Card Terms and Conditions) and the refund will take place within 5 days of you contacting us at our current exchange rate.

Can I use my Currency Card in any country?
Absolutely. The Currencies Direct Currency Card will work world-wide, however you will be subject to a fee for any purchases not made in the card currency, and these transactions will be converted to the card currency at a MasterCard determined exchange rate. You can find the relevant exchange rate here.

Can I change my personal details?
Yes, you must notify us a soon as possible by sending us an email to currencycard@currenciesdirect.com or by calling us on 0845 351 0116 option 9.

Can I cancel my Card?
In the unlikely event that you are unhappy with the service, you have a legal right to cancel your Currency Card up to 14 days after you receive it. You also have the right to cancel your card at any time after this period, subject to cancellation and redemption fees. See our Prepaid Card Terms and Conditions

What happens when my Card expires?
Your Currency Card will be valid for 3 years. We will send you a new card prior to expiry if you have used the card within the 6 months prior to its expiry.

What happens if my card is lost or stolen?
Your Currency Card should be treated like cash. You must guard its safety and prevent its use by anyone else. You must treat the PIN as confidential.
If the card is lost or stolen tell us immediately online via our website, or by calling us on 0845 351 0116 option 9. You can also text us from your registered mobile phone, sending CARD STOP LOST or CARD STOP STOLEN to +44 7786 200690. We will then cancel your card and prevent further transactions. We will provide a replacement card and transfer any unused balance pending the results of our investigations. A fee may apply for replacement cards, please refer to our Prepaid Card Terms and Conditions.
For convenience you may wish to purchase and have an additional card with you. We can then transfer any unused funds to your second card.

What happens if the card is faulty or damaged?
In the unlikely event that your card is faulty or becomes damaged, please send an email to currencycard@currenciesdirect.com or call us on 0845 351 0116 option 9
We will then cancel your existing card and order a new one. We will transfer any existing balance to the new card.

Who issues the Currencies Direct Currency Card?
The Currencies Direct Currency Card is issued by Newcastle Building Society, pursuant to licence issued by MasterCard International Incorporated. Currencies Direct manages the Currency Card program in association with Corporate Pay who administer the www.prepaycardservices.com domain. This domain is used for correspondence and to log-in into the Currency Card site.