Q:
Do I need a bank account to get a card?
A:
No, you do not need to have, or open, a bank account to get a card.
Q:
Where can I use my Prepaid Card?
A:
You can use your Prepaid card at over 28 million retail outlets and over 1 million cash machine locations worldwide, wherever the MasterCard Acceptance Mark is displayed.
Q:
How much does the Prepaid Card cost?
A:
£10 for the card account. £7.50 annual management fee. Other card useage fees apply, please see list of associated fees here
Q:
Can I change my PIN?
A:
Yes you can change your PIN and it makes good sense to change the PIN from the one you are initially issued with to one that is easy to remember. This is easily done at most cash machines in the UK or Internationally, Please ensure that the machine displays the Acceptance Mark for your card. All you do is insert your prepaid card and enter the PIN you were issued with. If the PIN change option is on offer at the cash machine you are using, the instructions will pop-up on the screen.
Q:
Is there an age restriction on buying a Prepaid Card?
A:
You must be 18 years or older to buy a prepaid card. You can buy a companion card as a gift for someone else, however they do need to be aged 13 years or older. So you could for example buy one for your 14 year-old and give it as an alternative to pocket money. When buying a card for a young teenager, we recommend it is used with parental guidance.
Q:
What is the GO: Card?
A:
It is a Chip & PIN prepaid MasterCard from GO: money solutions limited in conjunction with the award winning prepaid card company White Eagle™. It is a payment card that works a bit like a pay as you go mobile phone. No interest is charged on the card. You can only spend what you load.
Q:
Can I get a card even if I have been made bankrupt or have any County Court Judgments?
A:
Yes. No credit checks are required to apply for a reloadable upgrade
Q:
How and where can I buy a card?
A:
To purchase a card, click here or call our order hotline on 0203 086 8306.
Q:
Should I get a receipt when purchasing or topping-up my card?
A:
Yes. The retailer should always give you a receipt when you buy or reload your card. If you are buying a card over the internet, make sure you print out and keep the receipt page.
Q:
How do I activate my card?
A:
To use your card you first need to activate it. To activate your card online click here and follow the prompts, or to activate via our call centre call our customer support line on 0207 081 0834.
Q:
What forms of ID are acceptable to upgrade my card to a Full Function Personalised Card?
A:
The following documents are acceptable:
* 1. UK or International Passport
* 2. Full UK Photo Driving Licence
*all the above documents must be within the validity date and not have expired
If you do not have any of the above documents, do not worry, we may still be able to upgrade your card. Please call customer services for further assistance on 0203 086 8306.
Q:
Can I use my card straight away?
A:
After you have activated your card and loaded funds, you will be able to use your card to shop online and over the telephone. Once you have retrieved your PIN you will be able to shop in-store and withdraw cash from an ATM.
Q:
How will I get my PIN?
A:
You can retrieve your PIN via our IVR (automated telephone system) 0207 081 0834. Full instructions will be given at the time of activation.
Q:
What if my card is Lost or Stolen?
A:
You should call customer service on 0207 081 0834 immediately or write to us, details on the contact us page. You can also temporarily block your card by sending a simple text message from your mobile phone. We will issue you with a new card if required and transfer the funds across from your old card.
Q:
How can I check my balance and transaction history?
A:
We give you the freedom to help control your money, 24 hours a day, 365 days per year. You can manage your card from your very own secure account management area on the website via our IVR (automated telephone system) or by using simple text commands from your mobile telephone.
Q:
I have just topped-up my card, how long does it take to credit my card?
A:
Funds can be loaded to your Prepaid Card in a number of ways: Internet top up, phone top up by SMS, cash top up at selected retail outlets, and top ups from your bank account - Simply follow the instructions at the Website.
The maximum initial load on your Prepaid Card is £3000 (unless you have the starter card which is limited to the maximum load of £650). Your Prepaid Card cannot be loaded more than twice in any one day. The balance on your Prepaid Card can never exceed £3,000 at any time. We reserve the right to refuse to accept any particular loading transaction.
Your funds will be available for use when we receive them. A PayPoint load will usually be available within one hour of loading. BACS and Post Office loads will take up to a maximum of five working days to become available.
A Load/Reload Fee may apply for each load/reload that you make.
Q:
What address should I give when I purchase goods online or by mail order/phone?
A:
You need to use the registered address you gave at the time of activation. Remember you can always update your details by visiting the My Account area.
Q:
I'm not happy with the service. How do I make a complaint?
A:
We hope that you never have to complain about our products or services, however we accept that on some occasions things can go wrong. Where we’re at fault, we want to put things right as quickly as possible, and will apologise to you. If you are unhappy with our products or services for any reason, you should tell us so that we can investigate your concerns. You can tell us: by telephone; fax; email; or by writing to Customer Services. Contact details. . In most cases, we hope to resolve any problems within 24 hours. In some cases, we understand that it’s not possible to resolve a problem in that timeframe, and in those cases we will write to you within 5 days of receiving your complaint to acknowledge your concerns, and will provide you with details of our complaints procedure. If you remain unhappy after your complaint has progressed through our complaints procedure, you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent and impartial service that looks to settle individual disputes between businesses providing financial services and their customers – this is free for customers. You can contact the Financial Ombudsman Service by telephoning 0845 080 1800 or in writing to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
If you have any questions that are not answered, please email your question for a prompt answer to answers@mygocard.co.uk |
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