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. I have been issued with a restricted card, what does this mean?
A. At the point of registration we perform an anti fraudulent check, which verifies your personal information against the electoral roll, telephone directory, credit lists/active lenders, directors listing, CCJ's and mortality databases. Unfortunately if your details do not match one of these during the validation process you may be issued with a restricted card. This means you can spend up to £1,600 a year of which £600 can be spent on a single purchase. You also can have a balance of up to £600 at any one time.

Q. How can I upgrade my restricted card?
A. All you need to do is prove where you live by posting the documentation from the list in your registration email confirming your current address to Card Services, Avalon House, Breckland, Linford Wood, Milton Keynes, MK14 6LD. Please note you will be charged £5 to upgrade your card.

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 ombudsman@ombudsfin.be or phone Tél: +32 2 545 77 70. The following website explains the new complaints process: http://www.ombudsfin.be/en/individuals/introduce-complaint/

Q. My card was declined, what could the problem be?
A. Have you:-

  • Got sufficient funds on the card to cover the purchase?
  • Activated the card?
  • Used the correct PIN?
  • Are you trying to withdraw cash? (this service is not available)

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 dispatched to the address on our system at the time of dispatch.

Q. Can I use my card to withdraw cash?
A. No, your card cannot be used for cash withdrawals at ATMs, foreign currency, cash advances or cash back.

Mobile App FAQ'S

Q. How do I download the app onto my device?
A. To download the app please visit the app store and search for the Spree app, this should give you the option to download this for free onto your device.

Q. What login details do I need to enter to log into the app?
A. These are your usual login details that you use to access your online account through the website. If you have forgotten your password or passcode, please select the forgotten password link to reset this. To confirm your usercode or username please click the forgotten usercode/username link or contact customer services.

Q. It is asking me to set a memorable code, what is this?
A. For security, we require you to setup a memorable code when you log into the app for the first time. This needs to be a six-digit code that is memorable for you.

Q. I have forgotten by memorable code?
A. If you have forgotten your memorable code you can reset this via the settings on the dropdown menu in the app and selecting "reset app".

Q. Will this memorable code be the same as my passcode for my device?
A. No this will be separate to your passcode for your device and is specific for the Spree app.

Q. Can I setup touch ID to enter the app?
A. Yes you can use touch ID to access the app. This should prompt you to set this up when you first load the app or you can setup this up later in the settings of your device under the security option.

Q. How do I change push notifications for the Spree app?
A. You can change push notifications by selecting the Spree app under settings on your device and selecting the notification option. However without this feature you'll miss out on some of our great offers

Q. How to change the location services for the app?
A. To change your location services on the app you can do this through the settings on your device and selecting the Spree app. Once you click location this will allow you to change this, where you can opt to never use this service or use this just while using the app. However without this feature you'll miss out on some of our great offers

Q. Can my Partner card access the app?
A. Your partner card can download the app, however they will not be able to login as this uses your login credentials for the website.

Apple Pay FAQs

Q. What is Apple Pay?
A. Apple Pay is an additional payment option for your card on Apple devices. You can make secure purchases above the £30 contactless limit (depending on store) in store, through apps and online.

Q. How secure is Apple Pay?
A. Apple Pay is a secure payment option, as you are required to enter a onetime verification code when you add your card to Apple Pay. For purchases you need to use touch id with fingerprint identification, enter your six-digit passcode or with the new iPhone X use face ID.

Q. If I use Apple pay will this store my card numbers and share my information?
A. No when you setup Apple Pay this does not store your card number on your device, once setup this creates a separate token for your device. This means that your card details are never shared by Apple when you make a purchase.

Q. Which devices can use Apple Pay?
A. You can use Apple Pay on the below Apple devices:

iPhone X, iPhone 8, iPhone 8 Plus, iPhone 7, iPhone 7 Plus, iPhone 6s, iPhone 6s Plus, iPhone 6, iPhone 6 Plus, iPhone SE, iPad Pro, iPad (5th generation), iPad Air 2, iPad mini 4, iPad mini 3, Apple Watch Series 2, Apple Watch Series 1, Apple Watch (1st generation),MacBook Pro with Touch ID, a Mac model introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch.

Q. How do I add my card to Apple Pay?
A. To see how you can add Apple Pay to your device please log into your programme website and select the Apple Pay information page. This will give a full list of instructions on how to add Apple Pay on each device.

Q. How do I spend in store using Apple Pay?
A. For more information on how you can spend in store using Apple Pay please visit the Apple Pay information page on your programme website.

Q. How do I spend online using Apple Pay?
A. For more information on how you can spend online using Apple Pay please log into your programme website and select the Apple Pay information page.

Q. How to use Apple Pay on your device to make payments in apps?
A. For more information on how you can spend in app using Apple Pay please log into your programme website and select the Apple Pay information page.

Q. Do I need to enable touch ID or a passcode on my device to have Apple Pay?
A. Yes for security you will be unable to use the Apple wallet or add your card unless you have enabled touch ID or a passcode on your device. When you add your card to Apple Pay your device should prompt you to set this up or alternatively you can do this by going to the touch ID & passcode setting on your device.

Q. How to use Face ID with Apple Pay on the iPhone X?
A. For more information on how to use and setup Face ID please visit the Apple pay information page or the Apple website.

Q. How to select the card I want to pay with in Apple Pay?
A. If this is not your default card you just need to tap on the card you would like to use.

Q. How to choose a default card for Apple Pay?
A. To change your default card in your Apple wallet please visit the settings on your device and select the Wallet & Apple Pay section.

Q. I would like to remove my card from Apple Pay, how can do this?
A. You can remove this within the Apple wallet by clicking the i button next to the card and selecting the remove card button. Alternatively, please contact customer services who will be able to remove this on your behalf.

Q. My card has been blocked as this has been lost and stolen, will this affect Apple Pay?
A. No, as this does not use your card number you can continue to use Apple Pay.

Q. My card has been replaced will this affect Apple pay?
A. No, you can continue to use Apple Pay and the details will be updated automatically.

Q. I have lost my device how can I block my Apple Pay token?
A. If you have lost your device please contact customer service immediately and we will be able to block this for you. Alternatively, if you mark your device as lost using Find My iPhone this will automatically block all your cards within your Apple wallet.

Q. I have marked my device as lost in Find My iPhone, can I unblock this via customer services?
A. No if you marked your device as lost in Find My iPhone you need to visit this and mark your device as found, this will unblock any cards within the Apple wallet and you can resume using your card. If you have blocked this via customer services please contact us to notify us this has been found and we can unblock the token for you.

Q. I have not got an Apple device will you be offering other device payment options other than Apple Pay in the future?
A. Yes, we are working to expand our mobile payment options to provide this for other devices. Once this is available we will send you communication to let you know.

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.