My Card FAQs

  • My Card has been lost or stolen

    If your Card has been lost or stolen we’re here to help. You can contact our 24/7 Service Centre to receive emergency assistance and where appropriate, our emergency cash service. 

  • I am not able to use my Card

    If you’re having trouble using your Card there are some things you should check:

    - If you purchased your Card online, you need to make sure that it has been activated.

    - Do you have sufficient balance on your Card? You can check your balance via My Account or by calling the number on the back of your Card.

    - Are you using the correct PIN?

    - Check that the retailer you are purchasing from accepts MasterCard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept MasterCard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of MasterCard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

    - If you’ve gone through these steps but you’re still having trouble then please contact our 24/7 Service Centre or call the number on the back of your Card.

  • How do I change my PIN?

    You can change your PIN at any participating ATM in the UK or Europe.

  • What is My Account?

    My Account is a handy, online facility where you can manage your Card account. You can check your balance and review your transaction history.

  • How do I register for My Account?

    It’s easy to register your account, all you will need is your Card number and the information you provided when you purchased your Card.

    Head over to the My Account page to get started.

  • I am not able to login to My Account

    • The first thing to check is that you’ve registered your Card. You will need to go through the sign-up process before you can log-in by visiting My Account and clicking "Register".
    • Are you using the correct password? If you’ve forgotten your password, it’s not a problem. Simply click on the ‘Forgot Your Login?’ link on the My Account login screen and follow the on-screen instructions.

  • What currencies can I load my Cash Passport with?

    Cash Passport purchased in the UK can only be loaded with British Pounds (GBP). If you have a foreign currency Cash Passport, the amount loaded will be converted to the currency of your Card.

    Cash Passport is available in seven currencies, all of which may not be available at some retail locations: British Pounds, Euros, US Dollars, Australian Dollars, South African Rand, New Zealand Dollars and Canadian Dollars. Cash Passport Globe is loaded with British Pounds, which is then converted to the local currency when you use it abroad. It has a flat usage fee of 2.49% (if you bought your Card after 19 November 2012).

  • What are the fees and limits of Cash Passport?

    Please click here for full details of the fees and limits of your MasterCard® Cash Passport.

  • How secure is Cash Passport?

    MasterCard® Cash Passport is chip and PIN protected, for even more security. To reduce the threat of fraud, Cash Passport does not reveal any personal information and is completely separate from your bank account.

  • Why has the "My Account" login page changed?

    We have upgraded our system, which means that you will see a new log-in page, where you will now be prompted to enter the first 6 digits of your Cash Passport card number, which can be found on the front or your Card.

    As security is our top concern, we want to make sure that you know that the new My Account log-in page is a genuine website page.

  • How do I close my Cash Passport?

    If you would prefer not to keep your Card at the end of your trip, you can withdraw your remaining balance (assuming it is within the ATM's issuing limits) from any ATM, displaying the MasterCard® Acceptance Mark. Alternatively, to cashout your balance, enquire at your Purchase Location or call Card Services. A fee may apply (see your Terms and Conditions for more details on fees and limits).

    When redeeming the balance of any unspent funds through Card Services, payment will only be made to a UK bank or building society account in your name. Redeeming the balance of unspent funds will usually be in Sterling at an exchange rate determined by us. You may redeem the balance of any unspent funds in the currency of the Card through Card Services. When redeeming a balance in the currency of the Card, your bank or building society may apply their own exchange rate fee to convert the funds into Sterling, unless you have an account in the currency of the Card.

  • When my Cash Passport expires, what do I do?

    You can either transfer any funds to a new Card or cashout the balance and close your Cash Passport. Alternatively you could opt for a Multi-currency Cash Passport.

Using my Card FAQs

  • What is tolerance?

    When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available balance. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

    Merchant category Tolerance (% of the authorised amount)

    Bars (or other similar drinking places)

    10-20%
    Restaurants (or other eating places) 10-20%
    Automated fuel dispensers £10-£50 (or currency equivalent)

    For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. You are required to have an available balance of at least US $55.00 for the transaction to be authorised: US $55.00 ($50 x 10% = $5 + $50 = $55.00).

  • I don't have as much money available on the Card as I thought. Why is this?

    When using your Card at some merchants (see table below), you may be required to have an available balance greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction.

    The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.Tolerance is only applied to certain merchant categories listed below.

    Merchant category Tolerance (% of the authorised amount)

    Bars (or other similar drinking places)

    10-20%
    Restaurants (or other eating places) 10-20%
    Automated fuel dispensers £10-£50 (or currency equivalent)

    Please see ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, and petrol stations?’  for further information on the additional amounts required.

    You may also find that you have less money available on the Card than you thought because you have used your Card as pre-authorisation of a final payment.

  • How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, and petrol stations?

    When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available balance. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

    Merchant category Tolerance (% of the authorised amount)

    Bars (or other similar drinking places)

    10-20%
    Restaurants (or other eating places) 10-20%
    Automated fuel dispensers £10-£50 (or currency equivalent)

    For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. You are required to have an available balance of at least US $55.00 for the transaction to be authorised:  US $55.00 ($50 x 10% = $5 + $50 = $55.00).

    Please see ‘When I use my Card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?’  for further information on this.

  • When I use my Card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?

    The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card balance until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days,  whichever is sooner. As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

    As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

    Please see ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

  • What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?

    If you do not have sufficient funds available in your available balance to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.


    For example, you have lunch at a restaurant and the total bill is US $50.00. You have US $50.00 on your Card that you would like to use and there is a 10% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US $50.00, it will be declined because 10% is added to the transaction amount and there will be insufficient funds to cover US $55.00 ($50 x 10% = $5 + $50 = $55.00).

    Please ensure you remember to take the tolerance amount into account.

    If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use the entire balance on your Card, unless you have enough to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method.

    Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card.

    The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

  • Why is tolerance applied to Chip and PIN transactions?

    When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.
    Merchant category Tolerance (% of the authorised amount)

    Bars (or other similar drinking places)

    20%
    Restaurants (or other eating places) 20%
    Automated fuel dispensers GB£50 (or currency equivalent)

    Please also see your Card Terms and Conditions.

  • How does Cash Passport work?

    Your Cash Passport Card works like any other payment card. Available in different currencies, you can use it to withdraw cash from ATMs and pay for services at millions of locations worldwide.

    Globe Cash Passport is only available in British Pounds and has a flat usage fee of 2.49% (if you bought your Card after 19 November 2012).

  • How do I use my Card at an ATM?

    You will need to ensure the ATM accepts the type of Card you have (MasterCard). If it does, you simply enter your PIN and select the amount you wish to withdraw.

    When you’re on your travels, you may get the choice of paying in your domestic (or home) currency rather than the local currency. Always chose to pay in the local currency, if it is the available currency on your Card, to avoid being charged an extra foreign exchange fee. This is known as ‘Dynamic Currency Conversion’.

  • Can I use my Card in a hotel or to pre-pay for other services?

    You can use your Card in a hotel or to pre-pay for other services. However, we recommend you only use the Card to settle your final bill. This is because the merchant will hold additional funds to cover the approximate costs of the services they are providing. The funds can be held for up to 30 days during which you will not be able to access them. This is called ‘pre-authorisation’. We would recommend using an alternative card to pay a deposit or when asked for a card swipe at check-in.

    This process is also standard practice for car hire companies and cruise liners.

  • Can I use my Card to pay for meals?

    Yes you can, although some restaurants or bars may add an additional amount (usually up to 20%) to your bill as an anticipated service charge or tip. This hold is not a charge – you will only be charged for the amount you agree to pay at the point of sale. The additional amount may be held for a period of up to seven days and is known as ‘tolerance’. For further information on tolerance, please see the additional questions in this section.

  • Can I use my Card in automated fuel dispensers?

    We don’t recommend using your Card in automated fuel dispensers (‘Pay At Pump’). When you use an automated fuel dispenser a temporary hold of funds up to the equivalent of £100 or USD$100 will be applied to your Card, even if your transaction is for a lower amount. This is to ensure that you have sufficient funds to pay for the fuel before you leave.

    The funds can be held for up to 7 days meaning that you’re not able to access the additional money held during this period. We would always recommend paying at a kiosk or should you need to use an automated fuel dispenser, using an alternative card.

  • How do I withdraw my remaining cash if it is too small for an ATM to issue?

    For full details of cashouts or closing your Cash Passport here.

  • Where can I use the Card?

    You can withdraw local currency from ATMs worldwide, displaying Mastercard Acceptance Mark. To check their location, visit the ATM locator (ATM locator).

    Alternatively, you can use the Card to pay directly for goods and services at merchants. No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America.

    There are a number if countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries or geographical regions, your request will be declined and the reason given as 'Decline, prohibited country'.

    The countries currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea.

    Please note that is you have bought your card from Clydesdale Bank or Yorkshire Bank you will also not be able to use it in Cuba.

  • Can I use my Cash Passport to purchase online?

    You can use your Cash Passport to shop online (within the limits and restrictions of your Card). For your security you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

    Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

  • What if the ATM asks for a six digit PIN?

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted if the ATM has been set-up correctly.

    If you need assistance with any PIN issues, please call Card Services by clicking "Contact Us" on this website.

Card Transactions FAQs

  • How do I check my balance and recent transactions?

    You can check your balance and recent transactions once you have registered for My Account.

    Alternatively, you can call our 24/7 automated service using the number on the back of your Card to check your balance and hear any recent transactions.

  • I do not recognise a transaction, what should I do?

    If you notice a transaction you do not recognise you should immediately call our 24/7 Service Centre who will initiate the investigation process.

    Please click Contact Us on this website to get in touch or alternatively, call the number on the back of your Card.

  • What if my Card balance is not sufficient to buy something?

    If the merchant supports it you can use your Cash Passport to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Cash Passport payment first, and then accept the remainder of the balance in whichever way you want to pay it.

Adding Money To My Card FAQs

  • How do I add money to my Card?

    Your reload options will vary depending on where you purchased your Card. Please click here to find out what’s available to you.

  • My money has not reached My Account yet

    Some Card reloads can take longer to appear on your balance than others:

    - If you reload via our 24/7 Service Centre or online, your funds will be available straight away.

    - If you reload via Internet/Telephone Banking and your bank participates in the Faster Payments Scheme your funds will be available within 24 hours. Some banks and building societies do not participate in this scheme and can take up to 5 working days to send payments. However, be assured that we will load the funds onto your Card within 24 hours of receiving them.