Disputed Transactions
If you have a query about a transaction on your card, please call our 24 hour Card Services Team who will be happy to check your account and confirm the transaction details for you.
If there is a transaction which is not correct we can dispute this on your behalf with the merchant. First of all, please call our 24 hour Card Services Team who will start the dispute process for you and then you will need to complete our Dispute Claim Form and send it to us at ppc_disputes@accessprepaidww.com You’ll need the latest version of the free Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed on your computer, please click here to download it.
Please help us to help you by providing as much information as you can. We’ll send a response within 10 working days of receiving your query.
If our investigations conclude that the transaction that you disputed has been authorised by you or on your behalf, we may charge you an investigation administration fee of up to £50.
You can also log on to My Account if you wish to:
- check your balance
- change your PIN
- look at your transaction history
- edit your personal details
To change your PIN, check your balance, or ask us a question about your card, you can call us for free from most countries. Click here for general enquiries phone numbers.
In the interest of security we will not be able to discuss any of the following subjects by email. Please call our 24 hour Card Services Team who will be able to assist you in relation to the following:
- Lost or stolen cards
- Queries regarding transactions on your account or balance enquiries
- PIN assistance
- Guidance setting up your card account online
- Help with forgotten username and/or passwords
- Card and account activation