I've been sent a new replacement card. Why and what do I do now?
Find out how to use your cashplus Gold pre paid MasterCard and why the cashplus pre paid Gold MasterCard is different from a credit card.
- Why have I been issued with a replacement card?
- Will these changes affect me?
- Will I be charged for my replacement card?
- I have not received my replacement additional cards, when will they arrive?
- I've lost my letter explaining how to activate my replacement card, what do I do?
- I have forgotten my 8-digit security code, what do I do?
- Will I receive replacement cards for additional card holders?
- When should I activate my replacement card?
- I have received my replacement card but not my Personal Identification Number (PIN)?
- Is receiving my new PIN via the telephone safe?
- How can I tell the difference between my old card and my replacement card?
- My replacement card was declined, what's wrong?
- Where is my money being held and is it secure?
Why have I been issued with a replacement card?
We are upgrading our systems so we can give you better service in the future. We have also switched card issuer from Broadcastle Bank Ltd to APS Financial Ltd. This requires us to issue you with a replacement card. Don't worry your card will still be serviced by Advanced Payment Solutions Limited and you can continue to use it in the same way as before.
Will these changes affect me?
No, this will not affect the way you use your card or the great benefits and services you get. Your card number and PIN have changed so that your account works on our new systems. Aside from that you can continue to use your card in the normal way.
Will I be charged for my replacement card?
No, we have replaced your card absolutely free of charge.
I have not received my replacement additional cards, when will they arrive?
All replacement cards are sent separately. If you have not received all additional replacement cards 7-10 days after receiving your card please contact Customer Services on 0871 277 5599 (calls to 0871 numbers are charged at 10p per minute from a BT landline).
I've lost my letter explaining how to activate my replacement card, what do I do?
To activate your replacement card simply call 0800 358 4572, this is a freephone number when called from any UK landline, mobile costs may vary. You will need to know your 8-digit security code which we have recently sent you a reminder of via SMS and/or email. Please see below if you have forgotten what this is.
To activate any additional cards on your account you must do so via the Customer Service number displayed on the back of your card not the freephone number shown above.
I have forgotten my 8-digit security code, what do I do?
Don't worry! If you no longer have your reminder SMS and/or email, you can find a reminder of your 8-sigit security code on the Members Area, once you have logged in. If you have not registered to the Member's Area yet please retrieve your security code by contacting Customer Services (see the number displayed on the back of your card).
Will I receive replacement cards for additional card holders?
Yes all additional cardholders will also receive a replacement card, although they are all sent separately. Your additional cardholders are all linked to your account so it is best to wait until you have all the cards before you activate because all old cards on your account will stop working when the replacement primary card is activated.
If you have not received replacement cards for all other cardholder's 7-10days after yours has arrived please contact Customer Services.
When should I activate my replacement card?
Our activation line is open 24 hours a day so if you have no additional cardholders please activate straightaway. If you have additional cardholders please activate as soon as all cardholders on your account have received their cards. Please note it is important that you activate your card within 30 days of receiving this letter.
I have received my replacement card but not my Personal Identification Number (PIN)?
When you call 0800 358 4572 to activate your replacement card you will be given your new PIN.
Is receiving my new PIN via the telephone safe?
Yes this is a very safe and secure way of receiving your PIN. We ask you a number of security questions that only you should know the answer to. Once you answer these correctly, only you can obtain your PIN.
How can I tell the difference between my old card and my replacement card?
Your old card number begins with '520981' and references Broadcastle Bank Ltd on the back. Your replacement card number begins with '540450' and references APS Financial Ltd on the back.
My replacement card was declined, what's wrong?
If your replacement card has been declined, please ensure you check the following things:
- Do you have sufficient funds? Remember you can text BALANCE to 07797 800 601 to receive your balance to your mobile phone. (Each text costs your usual network tariff plus 25p which will be charged to your mobile phone)
- Has your replacement card been activated? Please ensure you have activated your card before attempting to use it.
- Are you using your replacement card? If you are attempting to use your old card after you have activated your replacement card you will be declined as your old card is now inactive. To tell the different between which card you are using please see the question 'How can I tell the difference between my old card and my replacement card?'.
- Is the retailer/merchant you are attempting to use your card with experiencing any difficulties with their systems/processing? It is very possible that the retailer/merchant who you are attempting to purchase from is having problems with their systems. It is always wise to speak with them directly to eliminate this possibility.
- None of the above? Please contact Customer Services by calling the number displayed on the back of your card.
Where is my money being held and is it secure?
Your funds are held securely in trust by Royal Bank of Scotland, 5-10 Great Tower Street, London EC3P 3HX.
