Keeping your cashplus prepaid Gold MasterCard® safe
We do everything we can to safeguard your money. You need to treat your cashplus card with care too. Here you can find out all you need to know about cashplus security and what to do if your card is lost or stolen.
- What happens if my cashplus card is lost or stolen?
- Can I create my own PIN?
- What happens if I forget my PIN?
- What happens if I forget my password?
- What happens if a transaction that is not mine appears on my account?
What happens if my cashplus card is lost or stolen?
If you lose your cashplus card or it is stolen, call our Customer Services team immediately on 0871 277 5599*. If you are abroad call +44 207 153 8940 (calls will be charged at the international rate set by that country).
When you call you will be asked to provide your card number and other details so that we can verify we are talking to the correct person.
If our records show that there is money remaining on your account, we will cancel your Card and issue a new one to the address on your Account within 14 days. (see fee summary)
You may be required to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.
Can I create my own PIN?
Yes. When you receive your cashplus card you will be given instructions about how to obtain your PIN by calling 0871 277 5599*. Once you have your assigned PIN you can change your PIN at selected ATMs that display the MasterCard acceptance mark.
What happens if I forget my PIN?
If you have forgotten your PIN, you can obtain a reminder by calling Customer Services on 0871 277 5599*, then simply following the options to listen to your PIN.
What happens if I forget my password?
You can reset your password online providing you know your 8-digit security code. If you are unsure what this is simply give our Customer Services team a call on 0871 277 5599* and we will provide you with a reminder.
What happens if a transaction that is not mine appears on my account?
If you believe that a transaction has been incorrectly posted to your account, you should first attempt to resolve the transaction dispute with the merchant before asking that we pursue the dispute on your behalf, as this may lead to a quicker resolution of the dispute.
If you cannot resolve the dispute in this way, you may claim a refund of the applicable amount by phoning our Customer Services team on 0871 277 5599* or by writing to us within 14 days of the date of the relevant transaction.
If you are unable to resolve the dispute we may send you a dispute declaration form which must be completed in full for us to assist you with a transaction dispute.
If our investigations uncover that the disputed transaction was genuine and authorised by you or an additional cardholder, you may be charged an investigation fee of £20.00.
*Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply.
