Frequently Asked Questions
Q. When will I receive my Card?
A. You will receive the card in approximately 14 days from application. Please note that this time frame also applies to reissues for lost, stolen or expired cards. If you haven't received your card within the 14 days, please contact Customer Services.
Q. Where can I use my card?
A. You may use the Card at any Merchant that displays the Visa Mark, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards.
Q. Are there any restrictions on where I can use my card?
A. There are a few card restrictions such as gambling and adult websites - please see the Terms and Conditions for more information.
Q. How do I activate my card?
A. You will need to follow the instructions on the card carrier to be able to activate it. Should you experience any issues, please contact the hotline as detailed on your card carrier and the contact us area on the website.
Q. Can I use it for shopping online?
A. Yes Visa is accepted at most online shopping sites.
Q. Can I spend more than the funds on my card?
A. No, the payment will be rejected if you have insufficient money on your card to pay for the goods.
Q. Will there be a credit check?
A. No, there are no credit checks. We may use personal information provided by you in order to conduct appropriate anti fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
Q. What happens if I lose my card or it is stolen?
A. You must notify us immediately if your card is lost or stolen. Please call the hotline as detailed in the contact us area on the website and press option 3 for 'lost and stolen'. You should treat this card as cash in your wallet. Please note that if you have lost your card a replacement card fee will apply. For further details please refer to the fees table in the terms and conditions.
Q. What happens if I forget my PIN number?
A. Please request a PIN reminder through the details tab on your online account or call the hotline as detailed in the contact us area on the website and select option 4 for 'forgotten PIN'.
Q. Can I use my card abroad?
A. Yes, you can use your card anywhere that Visa prepaid cards are accepted, however a 2.5% foreign exchange fee will apply.
Q. Can I get my balance when I am out shopping?
A. Our website is mobile responsive, allowing you to log on and check your balance quickly and easily.
Q: What happens if my goods turn up faulty?
A: Under this prepaid card, your purchases are not covered in the event they suffer from breach of contract or misrepresentation of goods. This does not affect your consumer rights.
Q. What do I do if I have a complaint?
A. Complaints regarding any element of the service provided by us should be sent in writing or by email to our Customer Service team. All complaints will be subject to our complaints procedure. We will provide you with a copy of our complaints procedure upon request and, if we receive a complaint from you, a copy of our complaints procedure will automatically be sent to you. If we fail to resolve your complaint to your satisfaction you may refer your complaint to an independent ombudsman by sending a request to Ombudsfin - North Gate II, Boulevard du Roi Albert II 8, bte 2 1000 Brussels, BELGIUM, or via e-mail to
Q. My card was declined, what could the problem be?
Q. My card expires shortly when will I receive my replacement card?
A. If you are eligible, your new card will be delivered to you before your old card is due to expire. Please ensure that you keep your contact details up to date as the new card will be sent the address registered.
Q. How do I earn cashback?
A. After receiving, activating and topping up your card with funds you will be able to start spending online or in-store at our retail partners to accumulate cashback savings. Our retail partners offer you specific savings when you use your card with them. You can view those savings on your online account. When you next top up anything you have earned previously is automatically credited to your account. It usually takes about 5 - 7 days for your purchases to be processed so please don't worry if not all of your savings appear immediately after you have spent. Sainsbury's is the only exception to this due to their process for calculating savings, meaning the credit can take 3 - 4 weeks to process. Where possible, we will always credit your account as soon as we are advised of the savings to be awarded.
Q How do I see what I have saved?
A. You can monitor your monthly and yearly savings on your online account. Each time you top up, any savings you have earned will be added to your card's balance.
Q. Will I get cashback if I spend overseas?
A. No, unfortunately you only qualify for cashback at UK stores.
Q. Will I earn savings on petrol?
A. No. You also do not earn savings on non-petrol items purchased at petrol stations.
Q. Will the retailer partners where I earn cash back or the cash back rates change?
A. Occasionally we change cashback rates and offer special short term offers which are advertised on the website. With regards to retailers, they may occasionally change, however we always aim to offer a comprehensive range of outlets where you can earn savings.
Q. Do I get cashback on everything at retail partners?
A. Some retailers also have exclusions - a full list can be found on the website under Retailer Exclusions.
Q. What happens to my cashback if I am no longer eligible?
A. Cashback that this card offers will only be paid whist you are eligible and therefore will be lost if you become un-eligible for the programme.
Q. Will I still receive loyalty points, i.e Nectar, Advantage?
A. Yes, all other retailer loyalty schemes and offers can be used alongside your card for Cashback.
Q. How do I load additional funds on to my card?
A. You can do this online, as an instant top-up from a debit card. There is no charge to top ups over £200, however there will be a charge of 40p per top up of £200 or under. There is also the option to set up a monthly direct debit load on a monthly date of your choice via the website.
Q. My top up payment has failed, what would the problem be?
A. Have you:-
For monthly top ups please ensure that the debit card registered is still correct and has not expired. To update these details please visit the top up tab and select the monthly top up option.
Q. My top up payment has failed and the funds have been reserved from my bank?
A. If the funds have been reserved by your bank and your payment has failed, this should automatically be released back into your account within 3 to 5 working days depending on your bank. If you require the funds to be released sooner, we can arrange a fax to be sent to your bank. Please contact your bank to confirm they will accept this and the details for the fax. Once you have this information contact our customer services team and we will arrange this on your behalf.
Q. What is a dormancy fee?
A. There will be a dormancy fee of £5 per month for accounts over two years that have been inactive for 12 months. Inactive accounts are determined by no top ups or spending.
Q. What is a expiry fee?
A. Once your card has expired and has not been requested to be reissued, there will be a £5 expiry fee that will be debited from your available balance.
Q. Can I use my card to withdraw cash?
A. Yes - you can use your card to withdraw money from cash machines at home and abroad, where you see the Visa Acceptance Mark and where the cash machine is associated with a bank. Additional fees apply for this service, please check the Terms & Conditions.
Manually Keyed and swipe & sign transactions outside the UK
These transactions are currently switched off. You won't be able to make a payment outside the UK that needs to be verified by manually entering the card number, i.e over the phone, or any instore payments where chip and pin is not available.