One of the great benefits of Cash Passport is that if you lose your Card or it’s stolen, we may be able to replace your funds quickly. The dedicated Card Services team is on hand to help, 24 hours a day, seven days a week. If your Card is lost or stolen, call immediately on one of the emergency numbers to cancel it, giving your remaining funds protection. Card Services can then make appropriate arrangements to reduce the impact on your trip, including emergency cash replacement up to the available balance on your Card or a replacement Card, subject to availability.
If you have any questions, or would like to share comments about using your Cash Passport, please contact the Card Services team at cardservices@accessprepaidww.com or via fax +44 (0) 1733 502370.
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 Card or balance inquiries
- PIN assistance
- Guidance setting up your Card online
- Help with forgotten username and/or passwords
- Card activations
Call Card Services
If you have a MasterCard® chip and PIN Cash Passoprt and want to call Card Services, please click here for the correct telephone numbers from over 50 countries.
If you have a Visa or a non chip and PIN Cash Passport and want to call Card Services, please click here for the correct telephone numbers from over 30 countries.
If you have any queries about your Cash Passport balance, or you notice a Card transaction that you do not recognize, please notify the 24 hour Card Services team immediately, or in any event within 60 days (30 days if you hold a chip and PIN Cash Passport) of the transaction debit date. They will be happy to check and confirm the transaction details for you. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services immediately.
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 unrecognized transaction, or to complete a Dispute Form (See Terms and Conditions for further information). Please help them to help you by providing as much information as you can.
It is recommended that you check your transaction history and Card balance at least once a month.
If you have two Cards, linked to the same Cash Passport balance and you lose one of these Cards, you can still access your funds using the Additional Card, without having to wait for a replacement Card. Please be aware that you must still call Card Services immediately, so that they can block the lost or stolen Card.
If both Cash Passports are lost or stolen, Card Services can arrange for replacement Cards, and if necessary start the procedure for disputing unauthorized transactions. In an emergency situation they may arrange for funds, up to the available balance on your Card, to be sent to you via a global money transfer network, free of charge and usually available within 2 hours, but up to 24 hours in more remote locations.
Contact Card Services by mail:
Card Services
Worldwide House
Thorpe Wood
Peterborough
PE3 6SB
United Kingdom