Please note that, for security reasons, whenever you contact Card Services, you must NOT include your full Multi-currency Cash Passport Card number in any written correspondence. The Card number should always be supplied by providing the first six and last four digits only.
BY EMAIL
If you have a general query, or want to pass on any comments about using your Multi-currency Cash Passport, please email cardservices_prepaid@mastercard.com.
Please note that, in the interest of security, the following subjects cannot be discussed by email or fax. Please phone the 24 hour Card Services team, who will be able to assist you in relation to the following
- Lost or stolen Multi-currency Cash Passport Cards
- Queries regarding transactions on your Multi-currency Cash Passport or balance enquiries
- PIN assistance
- Guidance setting up your Multi-currency Cash Passport online
- Help with forgotten username and/or passwords
- Card activations
BY PHONE
Please click here to find details on how to contact the Card Services team by phone.
BY POST
Card Services
Access Prepaid Worldwide Ltd
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FZ
United Kingdom
Lost, Stolen or Damaged Cards
If your Multi-currency Cash Passport is lost, stolen or damaged, reporting this to Card Services immediately will help protect the funds on the Card.
The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Multi-currency Cash Passport goes missing, call Card Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions ). Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability3.
3 The emergency cash service may not be available in every country - depending on the availability of the money transfer network.
Please click here to find details on how to contact the 24/7 Card Services helpline by phone.
If you notice any transactions on your Multi-currency Cash Passport that are incorrect or that you don't recognise, please call the 24 hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.
If you have a query about a transaction on your Multi-currency Cash Passport, please call the 24 hour Card Services team immediately (and in any event within thirty (30) days of the transaction debit date). They will be happy to check your Multi-currency Cash Passport and confirm the transaction details for you.
If there is a transaction which is not correct, Card Services can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to 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.
Click here to download the dispute form
Please help Card Services to assist you by providing as much information as you can. They'll send a response within ten (10) working days of receiving your query. You can log on to 'My Account' if you wish to:
• check your balance(s)
• move money between Currencies
• view your transaction history
• edit your personal details
For a PIN reminder or to report your Multi-currency Cash Passport lost, stolen or damaged, you can call Card Services at any time. Click here for Card Services phone numbers.
In the interest of security, the following subjects cannot be discussed by email or fax. Please phone the 24 hour Card Services team, who will be able to assist you in relation to the following:
• lost/stolen/damaged Cards
• queries regarding transactions on your Multi-currency Cash Passport or balance enquiries
• PIN assistance
• guidance on registering your Multi-currency Cash Passport online
• activating your second Card if the first Card has been lost, stolen or damaged
• help with forgotten usernames and/or passwords
We are committed to providing you with the best possible customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.
This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.
Raise a new complaint
In the first instance please contact our Card Services Team by telephone, via the number(s) provided in the User Guide supplied with the Card. This team will try to resolve your concerns over the phone in a timely manner.
Alternatively, you can e-mail your complaint to PrepaidMgmt_ServiceQuality@mastercard.com or put it in writing to the following address:
- Service Quality
Access House
Cygnet Road
Peterborough
PE7 8FJ
United Kingdom
We are happy to receive and respond to complaints in other languages, and will arrange for a translation service to assist where available. Where possible, we will make information on our complaints process available in other languages.
What information do I need to provide?
To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:
- Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890. )
- Your name
- Your address
- Your contact telephone number
- Clear details of your complaint
- What you would like us to do to resolve matters.
Complaints Procedure
When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.
