Frequently Asked Questions

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Q: How do I apply for a Mastercard?

A: Mastercard does not issue cards directly, please contact your chosen financial institution to apply for a card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll free at 0800964767. If you believe that your question can only be answered by Mastercard, click here to submit your question.

 

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Q: I don't know my password or my PIN. How can I get this information?

A: For information about your PIN or account, you must contact the financial institution that issued your card. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site to manage your account online.

Q: What is the fee for withdrawing money or taking a cash advance from an ATM?

A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated. At that time, you are given the option to discontinue the transaction if you do not wish to pay the fees. You should also check with the financial institution that issued your card to determine their ATM fee policies. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: How can I get a list of ATM locations

A: The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go. Get Contact Numbers

Q: Can I use my prepaid card, gift card or credit card at an ATM?

A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted. Most Mastercard credit cards also allow you to obtain cash advances at an ATM. You will need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new one?

A: You must contact the financial institution that issued your card to retrieve or reset your PIN. You can find their contact information on the back of your Mastercard and on your billing statement. 

Q: How can I get a replacement for a lost or stolen ATM card?

A: We'll help you replace your lost or stolen ATM card no matter where you are. Call the Mastercard Assistance Center with any card-related need from anywhere in the world.

Get Contact Numbers

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. 

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Q: Can I pay my billers who accept Mastercard directly from this site?

A: No. To pay a bill, please visit your biller's Web site for instructions on how to provide payment to them.

Q: Do I have to pay a fee for bill payment using a Mastercard?

A: Mastercard does not charge a fee for bill payment. While most service providers do not charge a fee, be sure to ask if they charge any fees or have any restrictions associated with making a payment using your Mastercard.

Q: How do I pay a bill with a Mastercard?

A: Please contact your biller to make an electronic payment. Many provide this payment option through their Web sites or by phone. 

Q: How often can I make automatic bill payments, and when do bills get paid?

A: Automatic bill pay is an arrangement you make with your selected biller or service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling. Each biller has its own procedure for automatic bill payment. 

Q: Is there a limit to the number of automatic bill payments I can have on a Mastercard?

A: No, but you may be limited in making overall charges to your Mastercard account if doing so would cause you to exceed your credit limit.

Q: Who issued my card?

A: You will find your card issuer's contact information on the back of your Mastercard and on your billing statement.

Q: Which cards can I use to pay bills?

A: You can use a credit or debit card that bears the Mastercard logo. We recommend that you confirm with each biller to ensure that it accepts your card as a form of payment.

Q: What is automatic bill payment?

A: Automatic bill payment can help you avoid late fees and charges by allowing your selected service providers to automatically charge your Mastercard account on a regular basis.

Q: What is manual bill payment?

A: With manual bill payment, you have the freedom of selecting the amount to pay and the date on which you want to make payment. Each time a bill is due, you initiate the payment process.

Q: What if I want to stop an automatic bill payment?

A: Contact the biller with whom you've set up the automatic bill payment, and follow their procedures to cancel or change the method of payment. You can cancel an automatic bill payment via your card issuer.

Q: What if I don't agree with a payment amount made to a biller/service provider on my Mastercard statement?

A: It is recommended that you review the paper or electronic bill that your biller provides prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve payment discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorised purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply. Your card issuer may be able let you help you resolve your disputed transaction

Q: What are the benefits of bill payment using a Mastercard?

A: You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it is an easy and efficient way to stay organised and keep track of your expenses. Using your Mastercard is much faster and more convenient than writing cheques. In addition, if  you use automatic bill payment you won't have to worry about missed payments or late fees. Depending on the card you use, you may also be able to earn rewards.

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Q: How can I find out more about my card benefits?

A: Mastercard provides many different features and benefits that differ depending on the specific card that you have. Please contact your card issuer to find out more

Q: How do I file a claim for card benefits?

A: Please call the Mastercard Assistance Center toll-free from the U.K. at 0800964767 or you can call "collect" by dialing your local operator from most countries to 1-636-722-7111.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 0800964767 or collect at 1-636-722-7111. If you believe that your question can only be answered by Mastercard, click here to submit your question.

 

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Q: How can I get the name of the retailer where my card account was compromised?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, Mastercard has increased penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.

Specific to card breaches, Mastercard cannot determine which retailer transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issued your Mastercard for the most up-to-date information. Typically, there is a customer service number on the back of each card that you can call.

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Q:  What is cash back?

A:  Cash Back is a service offered by select retailers that allows consumers to get cash from their debit card when making a purchase.

Q:  Do I need to use my debit card to get cash back?

A:  Yes, since the funds are drawn from your account that is linked to your debit card, this service is only available when using a debit card.

Q:  What is the advantage of getting cash back?

A:  Cash back is a convenient way to quickly and easily get cash from your account while shopping at your favorite retail locations, saving you a trip to the ATM. And, in most cases, there is no fee for this service whereas you may be required to pay a fee at the ATM. 

Q:  Is there a maximum amount of cash I can get with my purchase?

A:  The amount of cash available may vary by retailer and may be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular retailer, please contact the retailer directly. Cash Back amount is also subject to availability of funds in the account that is linked to your debit card.

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Q: What is a co-brand card programme?

A: A co-brand programme is a partnership that brings together Mastercard, a Mastercard-issuing financial institution and a suitable partner company wishing to grow its business. The three parties work together to create a card programme that is then marketed to the partner company's customer base. A co-brand card is a form of payment that offers added value to the partner's customers.

Q: What kinds of businesses have successful co-brand programmes?

A: Many different industries have successfully implemented co-brand programmes including airlines, gas companies, automotive companies, warehouse clubs and supermarkets. One thing these companies have in common is a growing base of customers who purchase products or services on a recurring basis.

Q: Who is responsible for promoting a co-brand card?

A: The level of support provided and the degree of responsibility for designing and implementing the solicitations and card promotions will depend on the agreement reached between the partner and the card issuer. Mastercard has many different levels of support and expertise available to help a company market its co-brand card and grow its business.

Q: What does a Mastercard co-brand card look like?

A: Mastercard rules permit the partner's logo to be a dominant feature on the face of the card. The cards also carry the Mastercard logo and must conform to certain Mastercard design standards. The name of the Mastercard issuing financial institution may appear, but it is not required. This and other card design details will be determined by the partner and the card issuer.

Q: How do I find an issuer for a co-brand alliance?

A: The first place to begin is with a bank or financial institution with which your company already has a relationship. Or, Mastercard can provide a list of potential financial institutions from among the thousands we have done business with over the years.

Q: What role does Mastercard play in developing a co-brand programme?

A: That depends on the goals and budget of the partner company. However, Mastercard has a dedicated staff of highly experienced co-brand specialists who can help a company evaluate and establish a co-brand partnership that will meet the objectives of all parties involved.

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Consumer FAQs

      

Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smart phone is all it takes to pay at checkout.

Q: Why should I use contactless?

A: There are many benefits to contactless payments:

  • It's fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations, transport hubs and more.
  • It's like having exact change wherever you go, so you don't have to worry about carrying around cash or fishing for coins.
  • You are in control because your contactless-enabled card or device never leaves your hand at checkout.
  • You get better record keeping of all your purchases than you do when using cash.
Q: Where can I make contactless payments?

A: Anywhere you see the contactless symbol at checkout  you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting your chip card or swiping at checkout.

Q: How do I pay with Mastercard contactless?

A: To make a purchase, simply tap your Mastercard contactless card, key fob or smart phone on the payment reader at the checkout of participating retail locations.

Q: Can I use my contactless card or device on payment readers that don't display the contactless logo?

A: You can make contactless payments on any contactless payment reader that displays this symbol . You may also use contactless card in chip and pin terminals/readers.

Q: How close does the "tap" have to be to the checkout reader?

A: Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.

Q: How will purchases appear on my monthly statement?

A: Purchases made with contactless will be displayed on your statement just like any other purchase you make with a card.

Q: How does it work?

A: Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you'll receive payment confirmation and be on your way.

Q: What is a key fob or payment tag?

A: A key fob or payment tag is a special contactless device that you can attach to your key chain. Card issuers sometimes provide this as a companion to your traditional primary Mastercard plastic card. 

Q: Do I have to treat my Mastercard contactless card or device in any special way?

A: Treat your contactless card or device as you would any other credit, debit or prepaid card. Always know where your contactless card or device is and keep it in a safe place. And be sure to keep a record of all of your card numbers, expiration dates and emergency phone numbers.

Q: Do I need to turn it on/off?

A: If you have a contactless-enabled mobile phone, you can turn it on or off. If you are using contactless card or fob, it is always on and ready to use.

Q: Is it safe?

A: Yes. Contactless payments provide secure encryption technology and Zero Liability protection and are as safe as your regular card.

  • You are in control – your contactless-enabled card or device never leaves your hands to make a payment
  • No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work
  • Not billed twice – even if you tap more than once at checkout, you'll only get billed once for your purchase

 

Q: Why aren’t Pin numbers required?

A: To ensure that using contactless is as simple and convenient as cash, retailers that accept contactless cards do not require you to sign for small purchases (£30 or below).

For mobile device contactless payments, a thumbprint, PIN, screen pattern authenticates the transaction in the same way a PIN does, enabling users to pay for goods and services above the current non authenticated contactless limit of £30 in stores.

Q: What do I do if my contactless card or device has been lost or stolen?

A: If you have lost your card or suspect unauthorised activity on your account, contact the financial institution that issued your card immediately. If you don't know your card issuer's number, contact Mastercard and we will assist you in finding that information.

Contact UK Mastercard Help Line – 0800964767

Retailer FAQs

      

Q: How will accepting Mastercard contactless benefit my business?

A: Contactless acceptance is proven to bring many benefits for retailers including:

  • Faster check-out
  • Promotes higher average spend
  • Reduces costs related to cash handling
  • Enables POS for mobile NFC and new digital payment devices like wearables
Q: What type of retailers can benefit the most from contactless acceptance?

A: Contactless acceptance is an excellent choice for any retailer, especially in environments where speed and convenience are valued or where cash is currently the dominant payment method. Examples include fast food outlets, supermarkets, quick-service restaurants, drive-thrus, convenience stores, vending machines, tollbooths, taxis, parking venues, fuel pumps and public transportation.

Q: Is Mastercard contactless secure?

A: Yes, Mastercard contactless transactions are processed through the same financial payments network that processes billions of Mastercard magnetic stripe and chip card transaction each year.

Mastercard contactless security mechanisms are designed to:

  • Protect against counterfeit cards.
  • Implement an efficient anti-replay mechanism for contactless transactions.
  • Limit the impact of fraudulent capture of contactless data by fraudsters across all environments.

Even if the customer happens to tap twice by mistake, the technology ensures that consumer is bill once.

Q: Is it possible to make refunds to a contactless card, form factor and mobile phone?

A: Yes, it’s possible to issue a refund to customers by tapping the contactless payment device in the same manner as making a purchase. Please follow your store’s refund policy.

Q: Does contactless payment acceptance change the payment guarantee for the retailer?

A: No, if a contactless payment is authorised, online or offline, the retailer still receives a payment guarantee, even for transactions below the contactless CVM limit with no cardholder verification.

Q: What are the costs involved?

A: Cost will vary depending in the selected solution. To accept contactless payments, retailers can choose to implement a plug-in peripheral reader or a fully integrated POS or Stand-alone POS system.

Q: How is accepting mobile payments different than accepting cards?

A: To the cashier, mobile payments will look like contactless card payment; except the customer may verify their Mobile PIN, biometric or pattern recognition on the mobile device.

Q: How does the payment verification process work for contactless?

A: For transactions up-to the country established contactless cardholder verification limit, no PIN or signature is required for cards and form factors. For purchases above this limit, PIN code or signature is required.  For a purchase conducted with a mobile phone, the consumer will normally authenticate themselves on the mobile device with a Mobile PIN, biometric or pattern recognition.

Q: How would a customer know that contactless payments can be made at a location?

A: The point of sale (POS) reader must display the contactless acceptance symbol . Many retailers display POS signage highlighting contactless acceptance as well. 

Q: What other documents are available to help retailers deploy contactless payments?

A: The Contactless Toolkit for Retailers and How to Optimise the Consumer Contactless Experience – The Perfect Tap are your guide for successfully deploying a Mastercard contactless programme. These documents are available on contactless. For additional resources, including the Mastercard Terminal Integration process guide (M-TIP Process Guide), please contact your acquiring bank.

Q: Could customers unknowingly make a purchase if they walk past the reader?

A: No, you have to activate the terminal first and the cashier must enter the payment amount to activate the contactless terminal. In addition, the card or device has to be held within 2 cm (1 inch) of the terminal.

Q: Does the retailer need to print a receipt for all contactless transactions?

A: No, you’re not required to print a receipt for low value transactions unless your customers asks for a receipt.

Q: What is the transaction limit for Mastercard contactless cards?

A: Contactless payments should be accepted for all amounts, for authenticated mobile payments such as Apple or Android Pay, the same as a traditional card payment. Payments are capped at £30 for contactless cards.

Q: What if the cash register doesn’t respond?

A: Try these troubleshooting steps:

  • Make sure the terminal and adaptors are all turned on and plugged in. A light, wording or graphics on the screen should indicate the terminal is turned on.
  • If your terminal is a non-integrated terminal with a separate contactless reader, make sure that the contactless reader is lit up after the transaction is registered. The light may not turn on before then.
  • Register the transaction again as you would for a card transaction and ask your customers to tap again. Make sure their card/device is within 2 cm (1 inch) from the terminal and you hear a beep or see a change in the light.
  • If your terminal is still not responding, contact the terminal manufacturer or distributor. 
Q: How does Mastercard contactless technology work for mobile devices?

A: At checkout, your customers will need to follow the prompts on their device (this varies depending on the type of device) and then simply tap their device correctly over the terminal. When paying with a mobile phone, your customer normally authenticate themselves on the mobile device with a PIN, biometric or pattern recognition.

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Q: Where can I find exchange rate information?

A: In order to provide easy access to exchange rate information, Mastercard provides its foreign exchange rates online.  

Click here to visit our Currency Conversion Tool

Q. What is the currency rate for a country I am visiting?

If you would like to know what the latest currency exchange rate is for the country you are visiting, please visit our website for the latest currency exchange rates.

Q: How is currency conversion charged to my account?

A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card.

Q: I made a purchase in my local currency, so why was I charged a currency conversion fee?

A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card. 

Q. A retailer did not give me the choice of currency for my payment. What should I do?

A : Mastercard investigates complaints of retailer currency conversion malpractice. Should you wish to contact us, please email POI_Currency_Conversion@mastercard.com

Q. How can I report an excessive charge for currency conversion?

A : Mastercard investigates complaints of retailer currency conversion malpractice. Should you wish to contact us, please email POI_Currency_Conversion@mastercard.com

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Q: How do I contact Mastercard Customer Operations Support?

A: Customer Operations Support can be reached at Customer_Support@mastercard.com

Q: How do I begin accepting Mastercard?

A: It's easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a retailer account with a bank or one of its agents. 

Get started accepting payments

Q: How can I accept e-Commerce payments?

A: Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a Web site, add a shopping cart function and enhance the security of your site and transactions.

Q: How can I download the Mastercard brand mark for use on my Website?

A: Electronic versions of the Mastercard brand mark are available from the Mastercard Brand Center for download.

Q: How can I apply for a Mastercard?

A: Mastercard does not issue cards directly, please contact your chosen financial institution to apply for a card.

Q: Are there any programmes that will help to grow my business?

A: Yes, Mastercard has programmes designed to grow various types of businesses.

Q: How does the payment process work?

A: Let's review the payment process.

Q: What are the benefits of accepting Mastercard?

A: Whether you're a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:

  • Increased Sales
    Consumers spend more when they're not constrained by cash on hand. You may see increased purchases of higher-margin products as well as specialty items. And customers may visit your store more often.
  • Higher Customer Satisfaction
    Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay - including by credit or debit card. Happier customers are more loyal customers.
  • Faster Checkout
    You'll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write checks.
  • Improved Efficiency
    Card transactions are conducted electronically. These paperless payments can save you time and money by minimizing cash handling and payment reconciliation, giving you more time to do more important things - like managing and growing your business.
  • Safety
    With lower volumes of cash, you're less vulnerable to theft and pilfering.
  • Currency Conversion
    Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in U.S. or Canadian dollars, that's how you'll be paid.
Q: How do I start accepting card / digital payments?
Q: What's the difference between an acquirer and a payment facilitator?

A: A payment facilitator is a retailer of record who facilitates transactions on behalf of a sub-retailer. An acquirer is the bank or financial institution that processes credit and/or debit payments for a retailer.

Q: What's an acquirer and why do I need one?

A: Also referred to as a retailer bank, an acquirer is a financial institution that is licensed by Mastercard to help a retailer accept Mastercard payments. Acquirers either sell their processing services directly to retailers or hire agents to sell on their behalf.

Q: What's an interchange rate?

A: Interchange rates are fees paid by acquirers to card issuers on purchase transactions conducted on payment cards. They are only one of many cost components included in a Retailer Service Charge. Mastercard establishes its interchange rates, which are a necessary and efficient method by which Mastercard maintains a vibrant payments network.

Learn more about Mastercard interchange rates

Q: Who do I call if I have a problem with my point-of-sale terminals?

A: Contact your acquirer or payment facilitator if you have a question related to your terminals.

Q: Will I incur any cost to accept payments?

A: Your acquirer/payment facilitator will provide you with information about costs.

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Q: I work in law enforcement and I'm investigating a fraud case, who can I speak with?

A: Please email our Law Enforcement Support Centre at Law_Enforcement_Support@mastercard.com – we will respond to your enquiry within 24-48 hours. 

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Q: Where can I get Mastercard logos?

Downloadable logo artwork and usage guidelines are available at the Mastercard Brand Center. You may also order decals from the Brand Center.

No FAQs are available
Q: How can I report my Mastercard as lost or stolen?

A: Please contact your card issuer. Mastercard can help you with contact details – please call us on 0800964767

Q: How can I get a replacement card?

A: Mastercard can assist you in receiving a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution authorises a new account number. Please contact your card issuer. Mastercard can help you with contact details – please call us on 0800964767

No FAQs are available
Q: I tried to make a purchase but my card gets declined. What should I do?

A: If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place to reduce the risk of fraudulent transactions on certain types of transactions, which may result in declined transactions.

No FAQs are available
Q: How can I get a replacement card?

A: Mastercard can assist you in getting a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution issues a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center either toll-free at 0800964767.

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Q: I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?

A: Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email to stopit@mastercard.com

Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

A: Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.

Q: I believe fraudulent purchases were made on my Mastercard credit card or debit card. How do I report it?

A: If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. 

Q: I know who committed fraud on my Mastercard credit card or debit card. How do I report it?

A: If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

Q: I believe someone has applied for a Mastercard credit card in my name. What should I do?

A: Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account. Then you should notify each of the three credit reporting agencies:

The credit reporting agencies should provide you with a copy of your credit report. Even if you do not see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select credit reports.

Q: There was a breach on my account and I received a new card. How can I get more information?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

Q: How do I report potential fraud?

A: If you possess contact information for someone who has committed fraud on a Mastercard account, please contact your retailer service provider for assistance in reaching the financial institution that issued the Mastercard account.

No FAQs are available
Q: I'm a retailer. What is Mastercard SecureCode?

A: Mastercard SecureCode is a global programme designed to provide online retailers with the added security of having issuing banks authenticate their cardholders when shopping.

By particpating in SecureCode online retailers can benefit from the liability shift (from retailer to issuer) which provides protection against "cardholder unauthorised" or "cardholder not recognised" chargebacks. Such protection is designed to reduce your chargeback exposure, losses and processing expenses. 

When you implement SecureCode, consumer confidence increases, making your customers more likely to make an online purchase from you. 

Q: Is SecureCode easy for online shoppers to use?

A: Yes, SecureCode is intergrated as part of your checkout experience, shoppers may be requested to provide additional information to their card issuer during the checkout before their online transaction can be completed. 

Q: I'm a retailer, how do I get SecureCode for my business?

A: The SecureCode programme may already be available through your transaction processor or service provider.  Alternatively, a list of  compliant Mastercard SecureCode vendors is available, visit: SecureCode technology vendors.

Q: Am I required to display the Mastercard SecureCode programme logo on my site?

A: Yes. This lets customers know you are doing your part to make their transactions safer. 

The SecureCode programme identifier is available on the Mastercard Brand Center. Download artwork

Q: I'm a consumer. What is Mastercard SecureCode?

A: Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card and gives you an additional layer of security that protects you against unauthorised use of your card when you shop at participating online retailers.  This service is provided by your card issuing bank.

Q: How does Mastercard SecureCode work?

A:  SecureCode works with your existing Mastercard account and it is easy to use.  SecureCode protects against unauthorised use of your card when you shop online.  Look for the SecureCode logo at participating retailers.

When you make a purchase at a participating SecureCode retailer, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction.  You may receive an one-time code via text message or some other method.   This information is not shared with the retailer, it is between you and your card issuer.  Check with your card issuing financial institution to participate in SecureCode.  They will provide you with the information needed to identify yourself during the purchase.

Q: How do I know whether a retailer participates in SecureCode?

A:  Many participating online retailers display the SecureCode brand mark.  When you make a purchase at a participating retailer, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction.  This information is not shared with the retailer, it is between you and your card issuer.

Q: What should I do if I am experiencing any problems?

A:  If you are experiencing problems with SecureCode please contact your Financial Institution

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Q: Someone contacted me claiming to be from Mastercard, but I think it may be a scam. What should I do?

A: Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

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Q: What is tokenisation?

A: Tokenisation is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

Q: What are the benefits of tokenisation?

A: Tokenisation reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Retailers benefit from more secure transactions, as well as faster checkout experiences, new payment acceptance options and more ways to sell.

Q: How do I ensure that I can accept transactions from eligible devices?

A: Existing contactless terminals are compatible with tokenised transactions and no action is required. Mastercard offers retailers a free, optional service for a more secure in app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP retailers must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner
Q: What is Mastercard’s role in the launch of digital wallets?

A: The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

Q: Will this affect the way that I identify new or returning consumers?

A: Retailers that use card numbers to identify customers will not be able to recognise returning customers if it is the first time they are using their token since it appears as a new card number. However, when used again, retailers will be able to recognise the token associated with the consumer’s device.

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Q: How can I dispute a charge?

A: Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and retailers in a formal manner. 

Q: Who do I contact if I never received an item that I purchased online or by phone?

A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the retailer to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 0800964767 and we will connect you to your financial institution.

Q: I made a purchase but received the wrong item. What should I do?

A: If you purchased an item but received the wrong one, please contact the retailer to try to resolve the situation. If you and the retailer cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 0800964767.

Q: How do I get a refund from a business that has filed bankruptcy?

A: If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 0800964767.

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Q: Where can I get a Mastercard Prepaid Card?

A: It's easy to find the Mastercard Prepaid Card that's right for you. They are available at participating stores and online.

Q: Do I have to activate and register my prepaid card before using it?

A: Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as card replacement, you will need to register your card.

Q: My available card balance will not cover my purchase amount. Can I still use my prepaid card?

A: Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all retailers.

Q: I can't find my Mastercard Prepaid Card. What should I do?

A: If you registered your Mastercard Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer of your card immediately to report the lost or stolen card. You can also contact Emergency Services for additional assistance.

Q: Where can I get a Mastercard Prepaid Gift Card?

A: Mastercard Prepaid Gift Cards are available at bank branches and retail locations, as well as online and via phone. There are many card styles to choose from, some of which can be customised with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

Q: I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

A: Check your gift card, the receipt or related packaging for any specific activation instructions. Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about how to activate the card. For online and telephone purchases, you may need to register your card with the card issuer. 

Q: Where can I use my Mastercard gift or prepaid card?

A: You can use your Mastercard Prepaid Gift Card anywhere Mastercard is accepted - that's millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

Q:  How long can I use my Mastercard Prepaid Gift Card?

A:  You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

Q: How do prepaid travel cards work?

A: Prepaid travel cards work just like all Mastercard prepaid cards, which means you can spend up to the value placed on the card anywhere Mastercard is accepted. You can shop in stores, online or over the phone. As you make purchases with the card, funds are immediately deducted from the available card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.

You might want to check your card balance before you shop since the retailer or service provider may not be able to retrieve this information for you. 

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Q: I'd like to apply for a Mastercard Prepaid Card

A: Mastercard does not issue cards itself, and, as we have many issuers, cannot recommend a specific card to you.

However, if you have a residential UK address, please check our find a card website and, if you go through the series of questions, the website will then suggest you various prepaid cards adapted to your needs. In turn, the links will take you to the relevant issuer website to apply for a card.

Please ensure you read all the terms and conditions on the website to ensure you are happy with all the costs and charges associated with the card. All of these costs and charges are set by the issuer and we have no control over them.

Q: I'd like to apply for a Mastercard Prepaid Travel Card

A: Mastercard does not issue cards itself, and cannot recommend a specific card to you as we have many issuers.

However, if you have a residential UK address, check our find a card website. Go through the series of questions (choosing Travel Card at the appropriate time), and the website will then suggest various prepaid cards for use. In turn, the links will take you to the relevant issuer website to apply for a card.

Please ensure you read all the terms and conditions on the website to ensure you are happy with all costs and charges associated with the card.- All of these costs and charges are set by the issuer and we have no control over them.

Q: I would like a Prepaid Card to use on Ryanair, so I don't have to pay a ticket issue fee

A: Mastercard does not issue cards itself, and cannot recommend a specific card to you as we have many issuers.

However, if you have a residential UK address, check our find a card website. Go through the series of questions, and the website will then suggest various prepaid cards for use. In turn, the links will take you to the relevant issuer website to apply for a card.

Please ensure you read all the terms and conditions on the website to ensure you are happy with all costs and charges associated with the card.- All of these costs and charges are set by the issuer and we have no control over them. Ryanair should accept any Prepaid Mastercard® Card in the terms and conditions of its fee free flying card program.

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Q: My Mastercard Gift Card is not being accepted anywhere

A: This is very disappointing to hear, as we can confirm that Mastercard® Gift Cards should be able to be used anywhere the Mastercard® acceptance logo is displayed. Retailers have to 'honour all cards', so they should be accepting this card as a form of payment.

It should be performed as a magstripe (swipe and sign) transaction, and if the amount on the card does not cover the full amount you wish to pay for, the retailer should be performing a 'split tender' transaction (i.e. allowing a part payment with the Gift Card up to the remaining balance on the card and a part with cash, to cover the remaining balance of the purchase price).

If you keep having similar problems, please inform the card issuer with the details of those retailers not accepting the cards, so they can make a formal complaint to Mastercard to try to get this problem rectified.

Q: Where can I use a Mastercard® or Maestro® prepaid card?

A: You can use your Mastercard or Maestro prepaid card wherever Mastercard® and/or Maestro® are accepted, including: physical or online retail shops, for purposes by mail order and by phone, in your home country or abroad.

Q: Can I use Mastercard or Maestro prepaid cards to withdraw money from an ATM?

A: This feature is available on certain card programs. When available, you can use your card to withdraw money from any ATM worldwide wherever Mastercard and/or Maestro and/or Cirrus cards are accepted. Please check your cardholder agreement for details.

Q: Can I use Mastercard or Maestro prepaid cards abroad?

A: You can use most Mastercard or Maestro prepaid cards like a Mastercard debit card in any location in the world that accepts Mastercard and/or Maestro cards. Please check your cardholder agreement for details.

Q: Can I use Mastercard or Maestro prepaid cards to shop on-line, over the phone and by mail order?

A: Yes, you can use your Mastercard or Maestro prepaid card with any retailer that accepts Mastercard and/or Maestro.

Q: Can I use a prepaid card to make regular payments, such as for monthly subscriptions?

A: Some prepaid cards can indeed be used to make regular payments. Please check with your card provider or your cardholder agreement for details.

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Q: I need to change the PIN on my card

A: As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card.

Q: Does my prepaid card protect me inthe same way that a credit card would - e.g, if the company issuing the prepaid card goes bankrupt?

A: In the UK, the Financial Services Compensation Scheme (www.fscs.org.uk) does not cover prepaid cards in the event of a default by the prepaid card issuer. However, prepaid card issuers are required by the Financial Services Authority (FSA) to ring fence cardholder funds to protect them in case of their issuer’s default. Please check with your card issuer to understand their policy. Whilst the FSA requires that measures be put in place to protect cardholder funds, there is no guarantee that they are fully protected.

Q: What makes prepaid cards safe?

A: Because you must enter your PIN code to use most prepaid cards, it's a safer way to carry money instead of just carrying cash. If your card is lost or stolen, most card providers will allow you to 'stop' the card and some may arrange for a replacement to be sent to you.

Q: What happens if my card gets lost or is stolen?

A: If your card is lost or stolen, you must report it to your card company immediately. Usually your money will be frozen so no one else can use the card. You may then be sent a new card with your remaining balance on it. Some card companies will voluntarily replace money stolen from your card - but not all of them do.

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Q: I need to renew my Prepaid Card

A: As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card.

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Q: How does a prepaid card compare to a debit or credit card?

A:

Prepaid card Debit dard Credit card
No credit checks Credit check to open the bank account to which the card is linked Credit check to approve card, decide credit limit and sent interest rate.
No line of credit (so no borrowing and no debt) Account can have an overdraft facility Line of credit that can be increased over time
No interest charges Interest charges on omney borrowed against an overdraft when no interest free period Interest charges on money borrowed against the credit limit, if there is an outstanding balance after the interest-free period.
Fees may be charged depending on the type of card. Read the terms and conditions [T&Cs] applicable to your card carefully where these fees will be clearly explained. Potential fees if you exceed an agreed overdraft. Potential charges such as late payment fees, over --limit fees, cash advance fees, foreign exchange charges, duplicate statement fees and non-activity fees. These are explained in the T&Cs for each card product
Only requires basic customer information Requires full customer information Requires full customer information
Mastercard prepaid cards can be used wherever Mastercard and/or Maestro are accepted, depending on the logo on your card Can be used wherever Mastercard and/or Maestro are accepted, depending on the logo on your card. Can be used anywhere Mastercard is accepted.
Can sometimes be used at an ATM Can be used at an ATM Can be used at an ATM
Can be cancelled/blocked if lost or stolen Can be cancelled/blocked if lost or stolen Can be cancelled/blocked if lost or stolen
Q: Which prepaid card is the best card for me?

A: There are many types of prepaid cards for you to choose from. Look at the features of each card and consider those which are important to you, such as on-line account management, the ways in which you can reload the card, and the availability of additional cards on the same account. It makes sense to choose a card that has low fees and charges for the way in which you want to use the card most.

For example, if you just want to use a prepaid card for travelling abroad, a card that has low foreign exchange fees and overseas charges is likely to be the most appropriate. Shop around to find the card that is the best suited to your expected use, then compare the features and benefits on offer.

If you have a residential UK address, please check our find a card website and, if you go through the series of questions, the website will then suggest various prepaid cards adapted to your needs. In turn, the links will take you to the relevant website to apply for a card.

Please ensure you read all the terms and conditions on the website to make sure you are happy with all the costs and charges associated with the card.

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Q: What is Mastercard® rePower™?

A: Mastercard rePower is a new service from Mastercard that makes it easy for you to add money to your eligible Mastercard® or Maestro® prepaid cards at participating merchants.

Q: How much does a Mastercard rePower reload transaction cost?

A: When you top-up your prepaid card at a Mastercard rePower merchant, you may be charged a reload fee. Check with the person at the till about any reload fees they may charge. Different merchants charge different fees, so always check when you top-up.

Q: How does Mastercard rePower work?

A: It's this simple:

  • Go to a merchant that displays the UKash, Paypoint, Payzone and epay logos with the cash you want to load onto your eligible reloadable Mastercard prepaid card
  • Hand over the cash to the merchant stating how much you wish the voucher value to be
  • Your voucher will be printed, handed to you stating the value
  • Go online to www.mastercardrepower.com and redeem your voucher onto your eligible Mastercard prepaid card (note you may be charged a fee to redeem this voucher onto your prepaid card but you will be informed of the fee beforehand).
  • Funds redeemed will be instantly available on your Mastercard prepaid card
Q: Is Mastercard rePower secure?

A: Yes, every Mastercard rePower transaction is safe, reliable and secure. You will always receive a receipt for your reload transaction. The service uses the same technology that allows you to use your Mastercard or Maestro prepaid card at millions of retail locations worldwide and over the internet.

Q: Where can I top-up Mastercard or Maestro prepaid card using Mastercard rePower?

A: Simply type in your location on www.mastercardrepower.com website and click to find nearest voucher load location.

Q: How do I load money onto my card?

A: There are a number of ways to reload (or 'top up') your card. For example, you may do a cash top-up at post offices or convenience stores or reload by making a funds transfer from a bank account or on-line through the Internet. The ways in which you can reload your card will vary. Please read the information provided by the card provider for details on how and where you can load money onto your card.

Q: What do I do if there's a problem with my reload?

A: You should contact the customer services telephone number on the www.mastercardrepower.com website in the first instance.

Q: Can I top-up any prepaid card with the Mastercard rePower service?

A: Reloadable Mastercard or Maestro prepaid cards are the only cards that can be topped-up using the Mastercard rePower service. Your prepaid card issuer will let you know if your card can be topped-up at Mastercard rePower locations.

 

 

 

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Q: I want to check the balance of my card?

A: As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card.

Q: Can I see a history of how I have used my card?

A: Many card companies do provide this option. When you pay with your card, details of the transaction are stored on-line. This information includes the dates, locations and amounts of your transactions. All of this will appear on your physical or on-line statement, so you can check and access details easily.

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Q: How do I load money onto my card?

A:  There are a number of ways to reload (or 'top up') your card. For example, you may do a cash top-up at post offices or convenience stores or reload by making a funds transfer from a bank account or on-line through the Internet. The ways in which you can reload your card will vary. Please read the information provided by the card provider for details on how and where you can load money onto your card.

Q. What's the difference between a 'reloadable' and a 'non-reloadable' card?

A: A 'reloadable' prepaid card can be 'topped-up' with money. Certain cards, such as many gift cards, are loaded only once and can't be 'topped-up'. These cards are 'non-reloadable'.

Q: Is there a limit to how much money I can put on my card?

A: Some card companies may set a limit on how much money you can load onto your card at any one time. For prepaid cards that you can buy without any proof of address and/or identity, the maximum amount of money that you can load onto the card will generally be much less when compared to reloadable cards or other cards bought against a proof of address and/or identity.

Q: Is there a maximum amount I can top-up?

A: Yes. If you want to check or need advice on what limits apply, please contact your card issuer or refer to your cardholder agreement for details.

Q. Is there a minimum amount I can top-up?

A: Minimum reload amounts vary, but most merchants will expect a minimum reload of £10.

Q. What do I do if there's a problem with my reload?

A: You should contact the customer services telephone number on the www.mastercardrepower.com website in the first instance.

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Q: What is the minimum age for having a prepaid card?

A: Prepaid cards are generally available to all ages, although some companies require you to be at least 18 years of age to use their cards. There will be restrictions on cards that are available to persons under 18 to prevent their use for inappropriate spending (e.g., gambling and alcohol) .

Q: How many cards can I have?

A: There are no limits on the number of prepaid cards that you can hold. However, bear in mind that there could be fees and charges for each card that you buy, so please think carefully about how you will manage these costs.

Q: What are the fees and costs of having and using a prepaid card?

A: There are many types of prepaid cards available from many different issuers for different purposes. You'll see gift, travel and general purpose cards, to name just a few - and the services they provide are charged for in different ways. Compare the features and costs of similar types of prepaid cards to find the one that is the best suited for you.

Some of the common fees and charges for prepaid cards are as follows:

  • Card application fee - to set up your account and provide you with a card.
  • Monthly service charge - this may entitle you to certain services such as a helpline or on-line service.
  • Card loading fee - to load more cash onto your prepaid card. This fee may vary depending on how you top up your card (for instance, if you load funds onto your card from a bank account, you may also be charged a fee by your bank).
  • ATM withdrawal fee - there may be a charge for withdrawing money with your card from an ATM (cash machine). A higher charge may apply when withdrawing money from ATMs located abroad. Depending on the card program, you may also be able to use certain ATMs free of charge and/or make a limited number of free ATM withdrawals or deposits each month.
  • Purchase or on-line fee - you may be charged for each transaction, or for certain types of transactions.

Please check your cardholder agreement for all terms, conditions and fees that apply to your specific prepaid card.

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No FAQs are available