Virtual Frequently Asked Questions

Q. How do I activate my TOTUM Cashback card?
A. You can activate your virtual TOTUM Cashback card via our app in a few simple steps;
Apple
1) Login to your account, select the 'Card' option and copy your card details.
2) Select 'settings' and then the 'Set up Apple pay' button and enter your card details. For more info, please see here.
3) Your virtual Cashback card is now active and available in your mobile wallet. 
4) Use your digital card online or in-store to earn Cashback with our retail partners.

Android
1) Login to your account, select the 'Card' option and copy your card details.
2) Add your card to your Google Wallet by following the steps here.
3) Your virtual Cashback card is now active and available in your mobile wallet. 
4) Use your digital card online or in-store to earn Cashback with our retail partners.

Q.  Will I receive a physical card?
A. No.  You will receive an email with your username asking you to set your password.  You can then log in to view your card details.  These details can be copied for online purchases or added to your Google Pay or Apple Pay digital wallets. 
Q. Where can I use my card?
A. You may use the Card at any Merchant that Visa Prepaid, excluding limited acceptance Merchants in EU/EEA that do not accept prepaid cards. You can use Google and Apple pay on all instore purchases where the card is accepted. (Once you have added it to your digital wallet).
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 in the email by logging into your account and clicking on ‘card details’. Should you experience any issues, please contact Customer Services
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 will I need to provide to OneVoice Digital to successfully receive my card?
A. As this is a financial product, we will need up to date accurate information on yourself as as part of the registration process which includes the following:
- Your correct full name
- your date of birth
- your registered address (this is the address your bank account is registered too or where you are registered on the voter’s roll)Q
Q. I have received an email to say there is an issue with my registration. What's happened?
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, we are unable to issue you with a card and you will need to call us to complete your registration. Details of what to do next are outlined in the email.
Q. What happens if my card details are compromised?
A. You must notify us immediately if you think someone has access to your card details.   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.
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 or you can view it on our Pluxee app
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 the Financial Ombudsman service (FOS) free of charge. You can find further information by visiting the FOS website https://www.financial-ombudsman.org.uk/consumers/how-to-complain. Details of how to contact the FOS are included in the enclosed leaflet, which can be found here https://financial-ombudsman.org.uk/business/resolving-complaint/ordering-leaflet/leaflet
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?
•    If the card still isn’t working, please contact us
Q. My card expires shortly when will I receive my replacement card?
A. If you are eligible, your new card details will be emailed 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 to the email 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. Our retail partners offer you specific savings when you use your card with them. You can view your cashback 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 cashback appear immediately after you have spent. Sainsbury's is the only exception to this due to their process for calculating cashback, 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 cashback to be awarded.
Q How do I see what I have saved?
A. You can monitor your monthly and yearly cashback on your online account or on the app. Each time you top up, any cashback 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 cashback 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 and app. 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 or via the app, as an instant top-up from a debit card. There is no charge to top up. There is also the option to set up a monthly 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:-
•    recently changed address? If so please update this on your online account or send an email to us to amend on your behalf.
•    registered with 3D secure or verfied by Visa? If not please speak to your bank.
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.