Help & FAQs

When purchasing foreign currency and travel money card online, the name on the order details must match the name on the payer’s bank account, debit or credit card.

For this reason, Travelex Money Card cannot be bought as a gift for someone else.

You can only hold one card account in your name at any one time. This account can include your Primary Card and Additional Emergency Card. .

An Additional Emergency card is a replacement card only which you must only use if your primary card is damaged, lost, misused or stolen.

An Additional Emergency can only be purchased at the time of purchasing the Travelex Money Card. It cannot be added to your account at a later date.

Travelex Money Card is a contactless prepaid MasterCard® currency card, designed for overseas use. Charges for use in New Zealand will apply - for more information, please visit here for the fees and limits.

You can load multiple currencies onto your Travelex Money Card before you travel, and then use it in millions of ATMs worldwide to access your money quickly and safely. You can also pay for goods and services online and in stores worldwide.

Travelex Money Card cannot be bought as a gift for someone else as the name on the order details must match the name on the payer’s bank account, debit or credit card.

The Travelex Money Card is a convenient and safe way of carrying your travel money overseas, offering all the peace of mind and security you need from a travel card.

Pre-loading your Travelex Money Card gives you more control of your travel budget than a standard debit or credit card, and given we do not levy any international ATM or transaction fees on purchases, it’s easier to manage your overseas spending.

Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

CARD CLOSURE NOTICE – Regarding your Cash Passport™ Visa Card

Your Cash Passport™ Visa Card (the "Card") was discontinued on 31 December 2021. From this date your Card was closed if it had not already expired. We are now completing the final administration of the closure of your Card.
With effect from 23 October 2022 (the "Closure Date") we ceased to have any obligations to you in respect of your Card. This change is made in accordance with the terms and conditions of your Card.

What this means for you?
If there are any unused funds on your Card on the Closure Date you can still request an amount equal to those funds be paid to you by contacting Card Services using the number on the back of your Card, or on 0800 666 391.

You can purchase a Travelex Money Card from any Travelex store or online at www.travelex.co.nz and collect from a Travelex store in NZ. You’ll be provided with an active and ready-to-use card on the spot.
In-store rates vary compared to purchasing online.

Anyone can apply for a Travelex Money Card; there is no minimum age in a Travelex store, but online you will need to be over 14 years old. All you need is valid government issued photo ID and address verification document.

You can only hold one card in your name at any one time.

An Additional Emergency card is a replacement card only which you must only use if your primary card is damaged, lost, misused or stolen.

An Additional Emergency card can only be purchased at the time of purchasing the Travelex Money Card. It cannot be added to your account at a later date.

No, your name will not be shown on the Travelex Money Card. This helps with getting you a card as quickly as possible.

The Travelex Money Card is only available to individuals who are resident in New Zealand.

Yes, you need to be 14 or over to purchase a Travelex Money Card online and in-store.

You can request an Additional Emergency card (back-up) when you purchase your Travelex Money Card. Please refer to the fees and limits section to find out how much this additional card fee is.

An Additional Emergency card is a replacement card only (back-up) which you must only use if your primary card is damaged, lost, misused or stolen.

You can only hold one card account in your name at any one time. This account can include your Primary Card and Additional Emergency Card.

An Additional Emergency card can only be purchased at the time of purchasing the Travelex Money Card. It cannot be added to your account at a later date.

You should keep your main card with you to use and spend on your travels. If you decided to purchase an additional card for peace of mind, please keep it safe. If your main card becomes compromised, damaged, lost or stolen, you can call Card Services to cancel your main card and start using your additional card right away, meaning you can still access your funds.

An Additional Emergency is a replacement card only which you must only use if your primary card is damaged, lost, misused or stolen.

An Additional Emergency can only be purchased at the time of purchasing the Travelex Money Card. It cannot be added to your account at a later date.

If you have an existing Cash Passport, please refer to the FAQ: What happens if I have a Cash Passport?

Unfortunately it’s not possible to have secondary cardholders on your Travelex Money Card.

You can only hold one card account in your name at any one time. This account can include your Primary Card and Additional Emergency Card.

An Additional Emergency card is a replacement card only which you must only use if your primary card is damaged, lost, misused or stolen.

An Additional Emergency card can only be purchased at the time of purchasing the Travelex Money Card. It cannot be added to your account at a later date.

To find out all about the Platinum Benefits of the Travelex Money Card, click here.

My Account is an online card services tool, where (once you register your Travelex Money Card) you can check your balance, obtain a PIN reminder, move money from one currency to another, review your transaction history and balances

To register for My Account, simply go to the My Account link, select New Registration and follow the instructions on the screen to register your card. You can find contact numbers here.

If you have not used your card for more than 6 years and have a balance query or if you wish to cash out any remaining balance on your card, please contact Card Services using the contact details here.

Click on the link for ’My Account’ here, select ‘New Registration' and simply follow the instructions on the screen.

If you have any issues please call Card Services 24 hours a day, seven days a week. You can find contact numbers here .

If you’re having difficulty registering your card, please contact Card Services 24 hours a day, seven days a week. You can find contact numbers here. Your Travelex Money Card will be active and ready to use as soon as you purchase it, regardless of whether you’ve registered for My Account or not.

If you purchase your Travelex Money Card in one of our Travelex stores, then it is activated at the time of collection.

If you purchase your Travelex Money Card online and are collecting your online order from a Travelex store, your card is activated at the time of collection.

Top-up transactions are shown in the time and date in the USA. Please make sure to keep this in mind when checking transactions in your account’s transaction history.

Yes, you’ll need your 4 digit PIN to use your card overseas at an ATM and for most purchases.If you’ve forgotten your PIN, either go to your ‘My Account’ online for a PIN reminder or call Card Services 24 hours a day, seven days a week.
You can find contact numbers here.

When purchasing and collecting your card at a Travelex store, your PIN number is given to you along with your card.

Unfortunately, you’re not able to change your PIN but you can get a reminder by calling Card Services at any time. Simply select the PIN option and retrieve your PIN by answering the security questions.

You can get a PIN reminder by selecting the 'PIN reveal' option in ‘My Account’ online.

Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.You can find contact numbers here,

You can check your balance, view your transaction history and move money between currencies as soon as you've registered your Card in 'My Account' online, as well as by calling Card Services.

If you have not used your card for more than 6 years and have a balance query or if you wish to cash out any remaining balance on your card, please contact Card Services.

Call Card Services, 24 hours a day, 7 days a week. You can find contact numbers here.

The great flexibility of the Travelex Money Card means that as long as you have more than one currency loaded, your Card will automatically select the next available currency, in the following order:

New Zealand dollars, Australian dollars, US dollars, British pounds, euros, Canadian dollars, Hong Kong dollars, Singapore dollars and Japanese yen.

The funds will be debited from the balance of each currency, starting with your home currency, in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using daily rate determined by Mastercard plus the foreign exchange fee. The order or priority can’t be changed.

If you have insufficient funds of the currency you need, or you don’t have the currency of the country you are visiting on your Card, you can still use your Card to make a payment. The Travelex Money Card will automatically convert the amount of the transaction from local currency into the Currency/ies available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, plus a foreign exchange fee (see the fees and limits section for more details.

Your default currency is the currency you set in ‘My Account’ - it’s automatically set at the home currency of the country where you purchased your Travelex Money card.

You can only set one default Currency at a time, but you can change it in your ‘My Account’ at any time.

Travelex Money Card can be loaded or topped up using New Zealand dollars.

Your dollars will be added to your Card, or converted (at an exchange rate determined by the Travelex store you load in) and loaded into (up to) 8 additional currencies: Australian dollars, British pounds, euros, US dollars, Canadian dollars, New Zealand dollars, Hong Kong dollars, Singapore dollars and Japanese yen.
You can move money between the currencies on your Card at your convenience, 24 hours a day, 7 days a week via ‘My Account’ (the rate between accounts is determined by Master Card).

For this, you will be charged the Travelex Currency to Currency foreign exchange rate, which is determined by us. We will notify you of the rate that will apply at the time you allocate your funds from one Currency to another.

Yes, the Travelex Money Card has an app in New Zealand.
Go to the Apple app store.
Go to the Google play store.

You can move money between currencies by logging into your ‘My Account’ online. When you move money from one currency to another, the Travelex Currency Transfer fee will be applied. You can also call Card Services on 0800 447 270 to do move money between currencies. Please see here for a full list of fees

If you’ve loaded the currency of the country you’re visiting, your card will use that currency. If you don’t have enough local currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority specified below until the sufficient amount is found.

Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

New Zealand dollars, Australian dollars, euros, US dollars, British pounds, Japanese yen, Canadian dollars, Hong Kong dollars and Singapore dollars.

Some foreign retailers and ATM operators give cardholders the choice of paying in either the currency of the country they’re visiting or their own local home currency.

If you’ve loaded funds in the currency of the country you’re in, we recommend that you don’t choose to pay in your local home currency and you should pay in the currency of the country you’re in instead.

If you opt to pay for a transaction in a currency other than the local currency, you may incur additional cost.

You can still use your Travelex Money Card to make a payment if you don’t have the currency of the country you’re visiting on your card. Where you don’t have a balance in the currency of the transaction, your card will be debited according to the predetermined default order of priority, which is as follows

New Zealand dollars, Australian dollars, euros, US dollars, British pounds, Japanese yen, Canadian dollars, Hong Kong dollars and Singapore dollars

Funds will be debited from the balance of each currency in this order until the relevant transaction amount has been satisfied. Transactions and fees that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

The maximum limit that you can spend in any 24 hour period is NZ$10,050 (or currency equivalent) across transactions made via point of sale, internet and phone transactions.

Travelex Money Card is Mastercard contactless enabled. Mastercard contactless is the faster way to pay for purchases of under NZD200. No signature or PIN is required. Just tap your card against the reader and go. For more information, please visit https://www.mastercard.co.nz/en-nz/consumers/features-benefits/contactless.html.

Please note, transaction limits are subject to change and different transaction limits will apply in different countries.

No, but you’ll be able to get cash from ATMs. Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using.

Yes, you can use your card to shop online from any merchant that accepts MasterCard Prepaid. As long as you have the correct currency on the card that the online site trades in, a currency conversion won’t be required.

Please note: your card will use the currency of the online site. If you don’t have enough of that site’s trading currency, and you’ve got other currencies on the card, the transaction will be debited firstly from the remaining local currency, and then from the other currencies in the order of priority until the sufficient amount is found.

Transactions and fees that require a currency conversion are calculated using the MasterCard® foreign exchange rate plus the foreign exchange fee.

Please call Card Services if you need to change your home address.

SMS Services are currently not available to Travelex Money Card cardholders.

The Card expires on the date on the front of the Card. Upon expiry you will still be able to obtain a refund of the balance in accordance with the Agreement, or you may choose to transfer the remaining funds to a new Card. You may be charged for this service.

If you have any remaining funds please contact Card Services 24/7. You can find contact numbers here

Should you lose your Card or if it has been stolen while you are away you may be eligible to receive an emergency cash disbursement (within certain limits set by Mastercard Prepaid Management Services from time to time).
To access emergency assistance simply call the Global Emergency Assistance helpline on 0800 444 691 (local call) or +44 207 649 9404 (from outside New Zealand) (call charges may apply).
You can find contact numbers here.

While your card is really adaptable, it’s not suitable for everything.

When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorization of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorization will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorizations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.

Some businesses may require pre-authorisation of the estimated bill (for example, deposits) – these are usually hotels, car rental businesses and cruise ships. In this case, the estimated amount of the bill will be temporarily unavailable. After the final bill is paid, it may take up to 30 days before the pre-authorised amount is available again. Not all businesses will accept your Card as a means of pre-authorising payment.

We recommend that you don’t use your Travelex Money Card for pre-authorisations. You can of course use your Travelex Money Card to settle your final bill.

You can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

With access to worldwide travel assistance before, during and even after your trip, the Travelex Money Card provides you with:
• Pre-departure information
• Passport and visa requirements
• Travel advisories and customs information
• Embassy referrals
• Interpretation assistance
• Lost luggage assistance –status updates
• Medical referrals & arrangement of medical appointments
• General information on local customs and business etiquette
• Information on national holidays and business trading hours
• Airport sales tax refund information and VAT regulations
• Emergency services referrals
To find out all about the Platinum Benefits of the Travelex Money Card, click here.

Yes, there are a few countries and geographical regions where it’s not possible to use your Travelex Money Card.

If you attempt to withdraw cash from a cash machine or use your Card at merchants in any of these countries or geographical regions, your request will be declined.

The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, Russia as well as Donetsk, Luhansk and Crimea.

If you have a query about a transaction on your Travelex Money Card, please call the 24 hour Card Services team immediately. Card Services will be happy to check your Travelex Money Card and confirm the transaction details for you.

If you notice an error in any Card transaction or a Card transaction that you do not recognise, you must notify Card Services without undue delay on 0800 666 391.

If there is a transaction that is not correct, Card Services can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to prepaidmgmt_ppc_disputes@mastercard.com. You'll need the latest version of the free Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed on your computer, please click here to download it.

Click here to download the dispute form.

Please help Card Services to assist you by providing as much information as you can. They'll send a response within ten (10) working days of receiving your query.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount into the next available currency in the order of priority.

The exchange rate used is the rate determined by Mastercard to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange fee.

If you do not have sufficient funds available in your total available Card Fund 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 only have US$50.00 on your Card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 (US$50 + 20% tolerance (US$10) = US$60.00).

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 your Card, unless you have enough in your total available Card Fund 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.

If your Card is declined in a shop, these are the things you should check first:

1. Check you have enough money on your Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Travelex Money Card payment first.

2. Be aware that some bars, restaurants and automated petrol pumps may require the Card to have an available balance greater than the purchase amount before they will authorise the payment. Please check your Terms and Conditions for more details.

3. Check you are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in My Account or by calling Card Services and selecting the PIN option

4. Check that the retailer you are purchasing from accepts Mastercard.

5. Your Card has maximum limits on how much you can withdraw or spend, which are shown in the Fees and Limits table. Check that you have not exceeded the maximum daily amount that you can spend in a shop.

1. Top-up via the Travelex website.
Note that you must use your unique reference number when paying or the transfer may be delayed.

2. Top-up via the Travelex Money App.
Note that you must use your unique reference number when paying or the transfer may be delayed.

3. Top-up in a Travelex store.

4. Direct top-up via Bill Payment:

Top-ups not made via travelex.com.au or the Travelex Money App incur a fee of 1% of the amount.
You must make payment using your own account.

To perform a Bill Payment, go to your internet banking website and choose to make a Bill Payment using the following details:

Funds will be allocated to your default currency.
To check your default currency login to your account.

Top ups will generally take two business days to be processed however may take longer if the payment is not made before 2pm on a business day NZ Time.

5. Move currencies on your card, instantly!
If you have NZD (or any other currency) already loaded on the card, you can move your funds to another currency within the Travelex Money App. Instant top-up!

Initial purchase: NZ$250 or currency equivalent
Top-ups: NZ$100 or currency equivalent
The maximum you can load in any 12 month period is NZ$75,000 or currency equivalent.
Load and top up limits apply – Please see fees and limits section.

The Travelex foreign exchange rate applies when you top up funds onto the card into a currency other than the local home currency, but you will receive a quote before you process the transaction on the Travelex Money app, online or at your local Travelex store. Load and top up limits in the fees and limits section.

Top-up transactions are shown in the time and date in the USA. Please make sure to keep this in mind when checking transactions in your account’s transaction history.

The great flexibility of the Travelex Money Card means that if you have more than one currency loaded, the card will automatically use up the remaining money you have in the required currency, then select the next available currency in the following order:

New Zealand dollars, Australian dollars, euros, US dollars, British pounds, Japanese yen, Canadian dollars, Hong Kong dollars and Singapore dollars.

The search will automatically begin from the start of the order, and the funds will be debited from the balance of each currency in this order until the transaction amount has been satisfied. Transactions that require a currency conversion are calculated using the daily rate determined by Mastercard, plus the foreign exchange fee.

Alternatively, you can log into your ‘My Account’ online and move your money from one currency to another currency on your card. The Travelex Currency Transfer fee will be applied. For more details of fees and limits, visit fees and limits.

You should always choose 'credit' at an ATM or merchant. Even though the Travelex Money Card is not a credit card and you won’t be charged credit card fees, by pressing ‘credit’ you will be using the international system, rather than the local banking system.

If the credit option doesn’t work, then please choose ‘debit’ or ‘savings’.

Not all ATMs will display the card balance; some may show a total for all currencies in the local currency. If you want the exact balance of the funds remaining on the card, go to ‘My Account’ online or alternatively call Card Serviceshere.

Travelex will not charge you overseas ATM fees for making withdrawals and balance enquiries at ATMs displaying the MasterCard Acceptance Mark.

Please be advised that although Travelex does not charge ATM fees, some operators may charge their own fee or set their own limits. Please check with the ATM before using

You can withdraw up to NZ$3,000 (or currency equivalent) in any 24 hour period. Some ATM operators may set lower limits.

Your Travelex Money Card should work in any ATM displaying the MasterCard Acceptance Mark. If you’re unable to withdraw cash at an ATM, check if you’ve got enough money on your card first, then call Card Services 24 hours a day, seven days a week. You can find contact numbers Your card will be disabled if an incorrect PIN is entered 3 times in a row. If the card is disabled, please contact Card Services to reactivate it, which can take up to 24 hours. You can find contact numbers here.

If you’ve forgotten your PIN, contact Card Services or check your My Account..

Make sure to always choose 'credit' at an ATM.

In some countries, you may be asked for a 6-digit PIN when using an ATM. However, your card’s 4-digit PIN will still be accepted if the ATM has been set up correctly and you have selected ‘credit’.If you need assistance with any PIN issues, call Card Services 24/7. You can find contact numbers here.

Limits

There are limits that apply to the use of your Travelex Money Card. These limits are set out below but may be altered by EML from time to time pursuant to the Terms and Conditions.

Fees and charges

In addition to the currency exchange rates, the following fees and charges apply to the Travelex Money Card. The fees and charges may be altered by TCSL at its discretion by providing you with at least 20 days prior notice.

*Some ATM operators may charge an additional withdrawal fee

Important information about Fees & Limits for loads/reloads made online

If you load or reload your Card online at www.travelex.co.nz the fees and limits may differ from (but shall not be greater than) those contained in the Fees and Limits Table of this Product Disclosure Statement. You will be notified of any additional fees or limits which may apply when you load or reload your Card online. You may also be charged a card surcharge if you pay with a credit or debit card. Please refer to the relevant online terms and conditions available at www.travelex.co.nz for details of the applicable fees and limits.

If your card is damaged, lost, stolen or misused, please contact Card Services immediately.

If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours). Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

We’ve simplified our prepaid card offering from the three different cards previously available, by upgrading to the Travelex Money Card: a Platinum card with added features and benefits. Now you can choose to buy and load into the full 9 currencies available, including NZ. You can find out more about the Travelex Money Card here

CARD CLOSURE NOTICE – Regarding your Cash Passport™ Visa Card

Your Cash Passport™ Visa Card (the "Card") was discontinued on 31 December 2021. From this date your Card was closed if it had not already expired. We are now completing the final administration of the closure of your Card.
With effect from 23 October 2022 (the "Closure Date") we will cease to have any obligations to you in respect of your Card. This change is made in accordance with the terms and conditions of your Card.

What this means for you?
If there are any unused funds on your Card on the Closure Date you can still request an amount equal to those funds be paid to you by contacting Card Services using the number on the back of your Card, or on 0800 666 391.

Yes, contact Card Services and advise that you would like to transfer funds from your Cash Passport card to your Travelex Money Card. They will transfer the funds from one card to the other card, at no cost and put onto the same currencies. For example if you have US$1,560 on your Cash Passport card the Card Service team will balance transfer US$1,560 into your USD wallet on the Travelex Money Card.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

We’ve replaced the Multi-currency Card that we sell in this country with the enhanced and renamed Travelex Money Card.

You can now purchase the Travelex Money Card, a Platinum card with added features and benefits, where you can choose to buy and load into the full 9 currencies available, including NZ - you can buy yours here or find out more about The Travelex Money Card here.

CARD CLOSURE NOTICE – Regarding your Cash Passport™ Visa Card

Your Cash Passport™ Visa Card (the "Card") was discontinued on 31 December 2021. From this date your Card was closed if it had not already expired. We are now completing the final administration of the closure of your Card.
With effect from 23 October 2022 (the "Closure Date") we will cease to have any obligations to you in respect of your Card. This change is made in accordance with the terms and conditions of your Card.

What this means for you?
If there are any unused funds on your Card on the Closure Date you can still request an amount equal to those funds be paid to you by contacting Card Services using the number on the back of your Card, or on 0800 666 391.

You have 2 options:

1. You can purchase our Travelex Money Card, a Platinum card with added features and benefits, where you can chose to buy and load into the full 9 currencies available - you can buy yours here.Once you have your Travelex Money card, you can then call Card Services on 0800 447 270 (free phone) and they will transfer the balance from the Multi-currency Cash Passport card to the Travelex Money Card.

2. You can contact Card Services to ensure your funds left on your Cash Passport Card are safely transferred back to your Bank account. Please note a fee may apply, see our fees and limits section for more information.

It’s recommended that you check your transaction history and Card balance at least once a month. You can do this online, once you have registered your Card on ‘My Account’.

If you have any queries about your Travelex Money Card balance or you notice a Card transaction that you don’t recognise, please notify the 24 hour Card Services team as soon as possible. Card Services will be happy to check and confirm the transaction details for you.

If you notice an error in any Card transaction or a Card transaction that you do not recognise, you must notify Card Services without undue delay on 0800 666 391.

If there is an incorrect transaction, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

Click here to download the dispute form.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If there is an incorrect transaction and you want to dispute it, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

Click here to download the dispute form.

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

We are committed to providing you with the best possible customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.

This page tells you how and where to make a complaint and what we will do to resolve it promptly

Raise a new complaint
In the first instance please contact our Card Services Team by telephone, via the number(s) provided in the User Guide supplied with the Card. This team will try to resolve your concerns over the phone in a timely manner.

Alternatively, you can e-mail your complaint to Prepaidmgmt_Globalcomplaints@mastercard.com or put it in writing to the following address:

Service Quality
Access House
Cygnet Road
Hampton

Peterborough

PE7 8FJ

We are happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. Where possible, we will make information on our complaints process available in other languages.

What information do I need to provide?
To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:
Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.
Your name
Your address
Your contact telephone number
Clear details of your complaint
What you would like us to do to resolve matters.

When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

If you are not satisfied with our final response or if 40 days has passed since you first let us know about your complaint, you can refer the matter to the Financial Ombudsman Service (FSCL).
FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs. Their details are as follows:

• Write: PO Box 5967, Wellington 6145
• Telephone: 0800 347 257
• E-mail: complaints@fscl.org.nz
• Website: www.fscl.org.nz

If you have another question that hasn’t been answered here, please don’t hesitate to contact us using the following details: contact Card Services here.

Email: cardservices_prepaid@mastercard.com

Call Card Services on 0800 447 270 (free phone) when calling from New Zealand.

For a list of freephone numbers to call from overseas if you have a Travelex Money Card, please click here

If you need help or assistance, you can call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

Card services are the support team for the Travelex Money Card. You can call 24 hours a day, seven days a week with any enquiries. You can find contact numbers here.

If your card is damaged, lost, stolen or misused, please contact Mastercard Card Services immediately on 0800 447 270

If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours). Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If your card is damaged, lost, stolen or misused, please contact Card Services immediately

If you requested an additional backup card, you can continue accessing and spending your funds with no delay.

If you don’t have a backup card, don’t worry; a replacement card can be organised for you. Alternatively, we can arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability), anywhere in the world, normally within 20 minutes (in some remote locations this could take up to 24 hours).

Call Card Services 24 hours a day, seven days a week. You can find contact numbers here.

If you need a replacement card, call Card Services 24 hours a day, seven days a week. You can find contact numbers here. There is no charge for replacement cards.