FAQ

You should expect your card in 5-10 working days if you selected Standard Delivery or in 1-3 working days if you selected Express Delivery.

For Standard Delivery, cards will normally arrive in 5-10 working days via Royal Mail second class post. Standard Delivery cards are personalised with your name.

For Express Delivery, cards will normally arrive in 1-3 working days via Royal Mail first class post. Express Delivery cards are not personalised with your name.

As delivery of cards is reliant on Royal Mail we cannot guarantee how long it will take to deliver your card. Please ensure you leave enough time for the card to be delivered before you travel, especially around bank holiday periods.

If you are concerned that your card has not arrived please contact our Customer Services team.

Express Delivery helps you get your card faster.

It is FREE if you order £800 or more worth of your chosen currency, or for orders under £800 there is a charge of £5/€6/$8.

Express Delivery cards are sent via Royal Mail first class post and are typically delivered in 1-3 working days.

Orders placed after 2pm on a working day or at the weekend or on a bank holiday will be considered to have been placed the next working day.

Cards ordered via Express Delivery will not be personalised with your name.

You do not need to be at home to sign for your card. It will be sent via Royal Mail first or second class post.

Please contact our Customer Services team if your order has not arrived within 1-3 working days for Express Delivery orders, or, 5-10 working days for Standard Delivery orders.

Express Delivery orders should arrive in 1-3 working days. Standard Delivery orders should arrive in 5-10 working days. If your order does not arrive in these times, please contact our Customer Services team, either by using our online feedback form or by calling 020 3355 0134 (this line is open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).

Unfortunately orders can only be delivered to your payment card billing address.

Due to money laundering regulations we are only able to deliver your order to your payment card billing address (the address at which the card you are using to pay for your order is registered to). This is in place to prevent possible money laundering and fraud, we apologise for any inconvenience caused.

Please contact our Customer Services team if your order has not arrived on the day specified when you ordered.

When your card arrives there are 3 things you need to do before you can start using your card:

1. Sign the back of the card.
2. You should also activate your card by calling 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).
   • Please ensure you have your six digit Passcode/access code (provided to you by email when you ordered your card) and your sixteen digit card number (printed on the front of your card) to hand.
3. Stay on the line to retrieve your four digit PIN.

You will need your six-digit Passcode to access your card account online, as well as to activate your card and retrieve your PIN. (It may also be referred to as your Access Code).

Your Passcode should have been included in your order confirmation. If you cannot find your Passcode you can reset it online. When you reset your Passcode online you will receive an email with a new Passcode.

It is important that you remember your passcode, to change your Passcode to something more memorable, log into your card account and choose ‘Account Settings’ to change your Passcode.

Call the Customer Services line on 020 3355 0134 to activate your card (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).

To activate your card:

• Have your six digit Passcode/access code (provided in your order confirmation email) and your my Travel Cash Card with its sixteen digit on the front to hand.
• Call 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).
• Select the option to activate your card and follow the instructions given.
• If you’ve not retrieved your PIN please stay on the line after activating your card to hear your PIN.
• Please note, the card will show as active online 24 hours after you have activated it.

Please call our customer services line to retrieve your PIN.

For security reasons your four digit PIN, which is used to perform card transactions, will never be issued with your card.

To obtain your PIN please call us on 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply). To obtain your PIN you will require your six digit Passcode/access code (provided to you by email when you ordered your card) and your my Travel Cash Card with its sixteen digit number on the front.

If you find your PIN difficult to remember you can change it at many ATMs by selecting the ‘PIN Services’ option. Please avoid choosing popular or obvious number sequences, of any sequences that could be easily connected to you.

If you have forgotten your PIN you can call 020 3355 0134 for a PIN reminder (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).

You will need your six-digit Passcode to access your card account online, as well as to activate your card and retrieve your PIN. (It may also be referred to as your Access Code).

Your Passcode should have been included in your order confirmation. If you cannot find your Passcode you can reset it online. When you reset your Passcode online you will receive an email with a new Passcode.

It is important that you remember your passcode, to change your Passcode to something more memorable, log into your card account and choose ‘Account Settings’ to change your Passcode.

If you have forgotten your PIN you will need to call our Customer Services number to retrieve it.

You can call 020 3355 0134 to retrieve your PIN if you have forgotten or misplaced it (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).

Yes, you can top up your card online whenever you need extra travel money.

Load limits may apply.

When topping up your card please ensure your debit/credit card billing address matches the address we have on record for you from when you ordered your card (or from when you updated your address if appropriate). We are only able to process your payment if these addresses match.

If you need to update the address we have on record for you please call our customer services team on 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).

Generally funds will be available within two hours after we receive your payment. However occasionally it may take up to twenty-four hours if an error occurs.

You can track your transactions, card balance and amount available to spend on your card online via our website or using our SMS text service.

To access details of transactions made, card balance and the balance available to spend on your card online just log into your account at mytravelcash.com (you will need your twelve-digit username printed on your card and your six-digit passcode).

To use our SMS text service you will need to ensure that you have entered your mobile telephone number in the account details section online. You can use the SMS text service to:

• Obtain your card balance – text CARD BAL to 60777 (or +44 7786 200690 from abroad)
• View recent transactions – text CARD TRX to 60777 (or +44 7786 200690 from abroad)

Our SMS text service costs £0.15/€0.15/$0.15 per message (you may also incur additional charges from your network for using this service).

You can change your telephone number and/or email address online by logging into your account and editing these in the ‘Account Settings’ area.

To change your name or address details please call us on 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply). We may require proof of identity.

To change your name or address details please call us on 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply). We may require proof of identity.

A my Travel Cash Card is valid for for up to 3 years – during this time you can top up and use the card again and again.

Your my Travel Cash Card will be valid for 3 years. We will send you a new card prior to expiry if you have used the card within the 6 months before its expiry or if you have any balance remaining on your card.

Your my Travel Cash Card will be valid for 3 years.

We will send you a new card prior to expiry if you have used the card within the 6 months before its expiry or if you have any balance remaining on your card.

If your card is lost or stolen you should tell us immediately.

How to report your card lost or stolen:

• Online: You can report your card lost or stolen via our website by logging in to your account, going to the card details page for the lost/stolen card and selecting ‘Report card lost or stolen’.
• Telephone: You can call our Customer Services team on 020 3355 0134 (line open 24/7, local rate charges from UK landlines apply and from abroad international rate charges may apply).
• SMS Text Message: Text CARD STOP LOST or CARD STOP STOLEN to +44 7786 200690 (texts cost £0.15/€0.15/$0.15 a message, plus your network may charge you for using this service)

We will then cancel your card, to prevent further transactions and begin our investigations. Pending the results of our investigation we will provide a replacement card and move any unused balance.

A fee may apply for sending a replacement card, please refer to our terms and conditions for full details. Please note that we are only able to send a replacement card to your registered address.

For convenience you may wish to purchase and have a second additional card with you, we can then move any unused funds on to your second card.

In the unlikely event that you are unhappy with the service, you have a legal right to cancel your my Travel Cash Card up to 14 days after you receive it. You also have the right to cancel your card at any time after this period, subject to cancellation and redemption fees. See Terms and Conditions.

You can order your my Travel Cash Card online.

Click the ‘Order’ button, ordering is easy and only takes a few minutes.

We do not carry out credit checks, however we do carry out electronic checks to verify your identity (applicants must be aged 18 or over and resident in the UK). If we are unable to verify your identity we may ask you to provide us with documents to prove your identity.

You are able to hold 1 account in each currency for the my Travel Cash Euro, US Dollar and Multi-Currency Cards. For each account you can have one primary card and one additional card.

When you order your my Travel Cash Card you will have the option to get a second additional card, in the same currency, at the same time.

There are a number of reasons to get an additional card:

• To carry with you when you travel as a backup to your primary card in case it is lost or stolen so that we can transfer any leftover funds to this card once your primary card has been blocked.
• To give to a partner or other travel companion (who lives at the same address as you) – so they too can benefit from my Travel Cash.
• If you are a parent you may wish to get a second card to give to your child (aged 13 or over) who is travelling abroad with or without you.

If you opt to receive an additional card it will be linked to your primary card, however your additional card will not share a balance with your primary card.

You are able to log into your account for that card and load/top up money on to your additional card.

Alternatively, if you wish to transfer money from your primary card onto your additional card please call our Customer Services team who are able to do this for you.

You can opt to receive an additional card when you order your card. There is a small fee per additional card of £3/€4/$5.

Alternatively, if you already have a card and wish to have an additional card (in the same currency) you can contact our Customer Services team who will create this card for you. The fee of £3/€4/$5 charged for this additional card will be taken from your primary card, therefore you will need to have these funds on your card in order to request an additional card.

We take the security of your personal information very seriously. To ensure your payments are secure and your details remain confidential all transactions on our site are 128-bit encrypted. Also, we are an ISIS (Internet Shopping Is Safe) accredited retailer and support the Verified by Visa and MasterCard SecureCode programmes, which offer a greater degree of security for online transactions.

We do accept debit card and credit card payments (please note a 2.5% fee applies when you pay using a credit card, payments by debit card are FREE).

We do not accept payment by standard bank transfer.

Important: When placing your order your delivery address must match your debit/credit card billing address.

We do not share your personal information with other companies, other than to process or fulfil your order as specified in our privacy policy. We will not share your information with other companies for marketing purposes. WEX Europe (our parent company) complies with the principles of the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003. We are registered with the Information Commissioner’s Office.

We are required to carry out checks to ensure our customers are aged 18 or over and are resident in the UK. Therefore when you order we conduct electronic checks to verify your identity, these are not credit checks. If we are unable to verify your identity at the order address using these checks we will email you to request proof of your identity and address.

Proof of address – we accept any of the following documents (should be current from the last 3 months, where applicable):

• Bank statement
• Credit card statement
• Utility Bill (water, electricity or gas only)
• Mortgage statement
• UK Photo Card Driving Licence
• Council Tax or TV Licence statement (current within last 12 months)

Proof of identity – we accept either of the following:

• Full photo page of valid passport
• Photo Card Driving Licence (only accepted if not used as proof of address)

Please send copies of the 2 requirement documents as attachments by email (scan or photo accepted) to:

or, fax to:

+44 (0) 845 280 1694

Include your order reference number (please contact us if you do not know this) when sending these documents to us. Please note that it is your responsibility to ensure documents sent by email are secured.

If we do not receive these documents your order will be cancelled automatically.

Please check your spam/junk email folder, if your confirmation is not there please contact our Customer Services team.

When you complete your order you should receive an email of confirmation. This email is important as it contains your Passcode which you will need to activate your card, obtain your PIN and access your account online.

If you have completed your order but not received an email confirmation then please do the following:

1. Check your spam or junk email folder.
2. If the email is not there then please contact customers services using our online feedback form or by calling 0845 867 6496 (this line is open 24/7, local rate charges from UK landlines apply).

All my Travel Cash cards are free with no monthly or annual fees charged, simply load the minimum load (£25/€30/$40) or more when you order and this money will be available for you to spend when you get the card.

With the Euro and US Dollar Currency Cards you can lock in your exchange rate before you travel, then spend and withdraw in the currency of the card to avoid transaction and ATM withdrawal fees.

The Multi-Currency Card is designed for spending in any foreign currency, load with GB Pounds to get a great exchange rate as you spend or withdraw cash abroad. There are no transaction fees or ATM withdrawal fees when used abroad* – you’ll just get a great exchange rate (please see our rates table for details of how we calculate the exchange rate).

Please see the currency cards rates and terms section of our website for full details of our fees.

*Some ATM providers may apply surcharges.

If you have not used your card for a period of 12 months or longer you will be charged an inactivity fee from the 13th month onwards of £2/€2.50/$3 a month.

If you have not used your card for 12 months you can prevent the inactivity fee from being charged by using the card to make a transaction or using the card to withdraw cash. Any of these actions will prevent the inactivity fee from being charged for the next 12 months if the card is not used.

The inactivity fee is charged on a card after it has been inactive (not been topped up or used to spend or withdraw money) for a period of 12 months or longer.

The inactivity fee will be charged monthly from the 13th month that the card has remained inactive, until such a time that activity resumes on the account, the balance reaches zero or your card is cancelled or expires and in either case is not renewed or replaced.

At merchants and ATMs worldwide displaying the MasterCard Acceptance Mark.

You can use your my Travel Cash Card wherever the MasterCard Acceptance Mark is displayed, including shops, bars, tourist attractions, restaurants, hotels, online, over the telephone or at ATMs around the world.

You should always pay in the local currency.

When using your card abroad you may be offered the option to pay in GB Pounds as the merchant’s terminal or at an ATM, this is because your card is recognised as a UK card. You should always choose to pay in the local currency.

Even if you have a Multi-Currency Card rather than a Euro or US Dollar Currency Card, choosing to pay in GB Pounds rather than the local currency is unlikely to save you money as the merchant will charge you their own exchange rate to convert the transaction into GB Pounds which can include a fee. This is called Dynamic Currency Conversion (DCC). Your my Travel Cash Card is designed to help you avoid these merchant and banking charges.

Stores will process returned goods in the same way they handle any other goods bought using a MasterCard credit card and subsequently returned. They may credit your my Travel Cash Card, provide a cash refund or a credit note.

We recommend you leave any left over money on your card for your next trip.

The easiest and most cost effective option is to leave the money on your card for your next trip.

If you do wish to get left over money back off your card you can:

Withdraw your remaining balance at an ATM abroad or when you return home (if you use an ATM when you get home and receive the balance in GB Pounds there will be a 2.99% fee. Some ATM providers may apply their own surcharges).

Upon request, we can also return the balance to the card you used to load/top up the funds on to your my Travel Cash Card. Please contact us to request a funds redemption. There will be a redemption fee of £5/€6/$8 and the funds will be paid back to you at our current exchange rate (if you have recently used your card the funds will be paid back within 5 days of the latest transaction date).

Please note, my Travel Cash Cards are designed to be used again and again whenever you travel abroad, if you leave money on your card for 12 months or more and during this time you do not top up or use your card you will begin to incur a monthly inactivity fee – find out more about the inactivity fee and simple ways to avoid it.

Absolutely, your my Travel Cash Card will work worldwide wherever the MasterCard Acceptance Mark is displayed.

The Multi-Currency Card is designed for spending in any foreign currency with no transaction fees; you will simply be charged an exchange rate made up of the current MasterCard exchange rate plus 2.99%. You can find out what the current MasterCard exchange rate is here. As this card is designed to be a cost effective way to take money abroad, we recommend that you do not use this card in the UK as it incurs a 2.99% transaction fee for all transactions in GB Pounds.

The Euro Currency Card and US Dollar Currency Card are designed for spending in the currency of the card loaded in Euros or US Dollars you can spend in these currencies with no transaction fees. If you use these cards for purchases in other currencies or GB Pounds you will be charged an exchange rate made up of the current MasterCard exchange rate plus 2.99%. You can find out what the current MasterCard exchange rate is here.

Your card may not work at toll booths on roads in countries such as France.

As your my Travel Cash Card is a prepaid card when you pay with it the merchant has to connect to us to authorise that you have sufficient funds on your card to make the payment (this is not the case with credit and debit cards).

As many toll booths do not have online connectivity due to location or due to the time taken to process such payments, you will commonly find that you are unable to use your my Travel Cash Card at toll booths.

Commonly a holding amount or deposit is taken against the card with a different amount settling at a different date – meaning you see a different amount than you actually paid for a time until the final amount is taken from your card.

As many automatic petrol pumps are not ‘online’ to authorise payments, petrol stations will often pre-authorise an amount of money from your card to cover the potential value of your purchase which could be different to the value of the purchase you make. Therefore when you view your card balance online you might find that, until the final amount is taken from your account, a different value shows for a time.

Your card may not work at some automatic pumps at petrol stations.

As your my Travel Cash Card is a prepaid card when you pay with it the merchant has to connect to us to authorise that you have sufficient funds on your card to make the payment (this is not the case with credit and debit cards).

As some automatic petrol pumps do not have online connectivity due to location or due to the time taken to process such payments, you may find that you are unable to use your my Travel Cash Card at petrol stations.

We recommend that you do not use your my Travel Cash Card for security deposits.

You should avoid using your card for any security deposits, for example, when you check into a hotel or hire a car. When you use your card for a security deposit the company you are making the deposit to can put a block on an amount of money on your card, which will stop you spending this amount of your travel money. A block can last for up to 30 days.

Therefore we recommend that you do not use your my Travel Cash Card for deposits, it is preferable to use your debit or credit card for the deposit then to pay the final bill using your my Travel Cash Card.

The my Travel Cash Mobile App is available from Google Play and the Apple App Store.

Currently the app is available on Android and iPhones with Android 2.2 and above, and iOS 6 and above.

The mobile app is free to download and completely free to use.

my Travel Cash will not charge you for using the mobile app, however, your mobile network provider may charge depending on your tariff. Standard data download charges may apply. Please contact your network operator for details.

Yes, using the mobile app is as secure as using the main website to manage your account. You will have to log in every time you use the app and register with your details before you use the app. You can rest assured that your data is handled securely when using the app.

You can use the mobile app to:

• Top up your card
• Check the balance on your card
• View transactions made
• Access help and FAQ features
• Report your card lost or stolen

To use the app you will need to download it to your mobile phone and then register your my Travel Cash Card to it (you will need an activated my Travel Cash Card in order to access the app features).

Simply open the app and it will take you to the register page. To register your card, enter your Account Number (usually the 12 digit number printed at the bottom of your card), Date of Birth and Passcode (should be the same one you use to log in online).

You will also need to create a Mobile Password. This should be at least 8 characters and should contain at least 1 number. In the future you will use this to access the app.

Once you have registered your card using the app you will be taken to a log in screen each time you open the app. Here you will need to enter the Mobile Password that you created when you registered to use your card with the app.

If you have forgotten your Mobile Password you can reset it using the link on the log in page of the app. Click this link to go to the Reset Mobile Password page.

You will need to enter your Account Number (usually the 12 digit number printed at the bottom of your card), Date of Birth, Passcode (should be the same one you use to log in online) and a new Mobile Password, then press the Reset button.

Once your Mobile Password is changed you will be taken straight to the Account Details page.

To register additional cards to the app, select the Add Card link in the Account Details page. This will take you to the Add Card page where you will need to enter the Account Number for the additional card you wish to register (usually the 12 digit number printed at the bottom of your card), your Date of Birth and your Passcode (should be the same one you use to log in for this card online).

You can only register additional cards to the app which are in your name or which are an additional card to the main card you have registered with the app.

Click on the details button for the card on the Account Details page, this will take you to the Card Details page. Here you can view the amount left available to spend on your card and a list of transactions made using the card. Click on a transaction to view further details of it.

To top up your card go to the Card Details page of the card you wish to top up (this page can be accessed through the Account Details page by clicking on the details button for the card).

Click the Top Up Card button to go to the Top Up page. Here you can view the current exchange rate (if your card is a Euro Currency Card or a US Dollar Currency Card, this is the same exchange rate as you get topping up using our website) and enter the amount you wish to top up (minimum load value applies).

Once you’ve entered the value you wish to top up, you will be taken to a Realex page where you will need to enter your payment card details. Please be aware that we can only accept payments by Debit or Credit Card and the card you use to top up must be registered to the same address that your my Travel Cash Card is registered to. (Please note that as with our website topping up using a credit card incurs a 2.5% fee. When you top up using the app with a credit card this will be taken from the amount that you are topping up with, rather than added as an extra fee, therefore the value of the amount you select to top up with will be reduced).

Once your top up has been confirmed your card balance should be updated within a few hours.

Yes, when you top up using the app your payment will processed by our online payment provider Realex. This will not impact your top up in anyway.

When you top up using the app with a Credit Card rather than Debit Card the 2.5% fee for using a Credit Card is deducted from the value you have chosen to top up with. This is different to topping up with a Credit Card using our website where this fee is added as an extra fee. We apologise for any inconvenience caused.

You can access the Help Menu page wherever you see the question mark button. From the Help Menu page you can find out more about my Travel Cash, contact us, read the Mobile App FAQs or view the Terms of Use for the my Travel Cash Mobile App.

Go to the Card Details page (this can be accessed by clicking on the details button by the card on the Account Details page), and click on the Report Lost button. Here you can choose to report it as Lost or Stolen.

No, your card can only be registered for use with the app on one mobile device. If you wish to register your card for use with the app on a different mobile device you will need to remove your card from the app on the mobile device it is currently registered for use with.

To do this you will need to log in to the my Travel Cash Mobile App and go to the Card Details page for the card you wish to remove. Click on the ‘Remove Card’ button at the bottom of the screen to remove the card from the mobile device. You will now be able to register the card for use with the app on a new mobile device.

If you no longer have the mobile device your card is currently registered for use with the app on, please contact us for assistance.