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Prepaid Card

Frequently Asked Questions (FAQ)


Name printed on card

For those who have their name printed on the card.


Name printed with sort code and account number

For those who have their name printed on the card with a sort code and an account number.

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No name printed on card

For those who do not have their name printed on the card.

Common FAQs for all cards

What is a prepaid card?

A prepaid card is a preloaded payment card, which is provided to you by your card provider. The card can be used to pay for goods and services, up to the value that is loaded onto it, you may use the prepaid card at any location in the world that displays the Mastercard® acceptance mark, excluding limited acceptance Merchants EU/EEA that do not accept prepaid cards.

Can I use my card to withdraw cash at an ATM for cashback?

You can withdraw up to £250 per day from an ATM displaying the MasterCard Acceptance Mark, providing that this has been permitted by your card provider (e.g. your local council). Cashback is not permitted.

Are there any restrictions on where I can use my card?

You may be restricted from using your card for some purchases as agreed with your card provider.
Your card may be restricted at pubs, nightclubs and off- licences, as well as for betting and gambling (including lottery tickets and casinos), dating and escort services, massage parlours and health spas, pawn shops and tobacco stores.
 Your card cannot be used at self-service petrol pumps. You can use your card to pay for petrol by taking it to the cashier. Please refer to your card provider for full details.

Is there a charge for this card?

No, there is no charge for the issue of this card. Other fees may apply as agreed with your card provider.

Can I go overdrawn?

Your card is a prepaid card, which means that you can only spend available funds on the card. Your card will be declined if there are not enough funds on the card for the purchase you are attempting. If for any reason a transaction is processed that exceeds your available funds, we may block your card, and your card provider or you may have to repay the amount owing immediately, depending on your agreement.

Can I get my funds back if I want to cancel the card or no longer need it?

Funds on your card will be returned to your card provider.

Will you carry out a credit check when I apply for a card?

We will not carry out a credit check; however, we will carry out checks to verify your identity and address. These searches will not impact upon your credit record.

How is my personal information and privacy protected?

We safeguard your information in accordance with Data Protection 2018. Please refer to the website www.allpay.net/privacy to see our privacy policy.

How do I complain?

Please refer to our complaints policy  - https://www.allpay.net/about-us/policies/

How can I change my phone number, address, or other personal data?

It’s important to keep your personal data accurate up to date, to do this you would need to contact your card provider (for example your local council)

Can I use my card to make contactless payments?

Yes, your new card allows you to make contactless transactions up to the value of £45. For extra security, you will periodically be asked to enter your four-digit PIN for contactless transactions. For transactions over £45 you will be asked to enter your four-digit PIN.

Can I turn contactless off?

You can opt to have contactless turned off by contacting the organisation that issued your card.

How do I report my card lost, stolen or damaged?

In the event of loss or theft of the card, you are responsible for reporting this as soon as possible by calling  0330 808 0102 and selecting the Lost & Stolen option. As soon as this is done, your card will be immediately blocked, protecting you from unauthorised usage. Any transactions made before the card is reported lost or stolen or made via contactless will be charged to your account. You can do this 24/7 365 days a year.

What do I do if there is a transaction I do not recognise?

If you see a transaction that you do not recognise, you should call 0330 808 0102 straight away. This is available 24/7 365 days a year. We will need to cancel and replace your card for security reasons. You will not be charged for a new card and your remaining balance will remain on the account. You must report any unauthorised usage of your card to the police. We will investigate any unauthorised transactions and file dispute claims to attempt to retrieve funds where possible.

Download Dispute Declaration Form

Using your card abroad

Can I use my card abroad?

You will need to contact your card provider to discuss this.

What are the exchange rates when using my card abroad?

The below table provides a comparison of the currency exchange rates using our prepaid MasterCard to the European Central Bank (ECB) reference rates for countries within the European Economic Area (EEA).

These rates are applied to cross border transactions within the EEA (where the merchant’s acquiring bank is based outside of the UK but within the EEA). The illustration is based upon £1 to each currency.

Our exchange rate is inclusive of the Mastercard rate and expenses, as well as the allpay limited fee of 2.25%.

This information is presented in accordance with European Union regulation 2019/518.

*EEA: The European Economic Area consists of the countries of the European Union with the addition of Iceland, Liechtenstein and Norway.

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