If you have any queries about your Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team without undue delay, and in any event no later than 60 days after the debit date. They will be happy to check and confirm the transaction details for you.
If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a Dispute Claim Form and send it to email@example.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. It is recommended that you check your transaction history and Card balance at least once a month.
You can also log on to My Account if you wish to:
- check your balance and PIN
- change your PIN (Visa Cash Passports ONLY)
- look at your transaction history
- edit your personal details
For a PIN reminder, to check your balance, or any questions about your Cash Passport, you can call Card Services at any time. Click here for general enquiries phone numbers.
In the interest of security, any of the following subjects cannot be discussed by email. Please call the 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 Cash Passport or balance enquiries
- PIN assistance
- Guidance setting up your Cash Passport online
- Help with forgotten username and/or passwords
- Card activations