If you have any queries, please email us at: email@example.com. Please note that, for security reasons, you must NOT include your full card number in any written correspondence. The Card number should always be supplied by providing the first six and last four digits only, for example 1234 56xx xxxx 0123.
Need to speak to us now?
24/7 global assistance
Please call us directly via the following numbers.
Country Phone Brazil (from landline) 0800 892 3560 Brazil (from mobile) +55 21 3956 9200 New Zealand 0800 444 691 Australia 1800 098 231 UK 0800 056 0572 USA/Canada 1 877 465 0085 Other countries +44 207 649 9404
† There may be a charge for calls to these numbers, if phoning from a hotel or mobile phone.
†† Please remember to add the international prefix of the country you are in at the beginning of this number (in most cases this is 00, for example 0044 207 649 9404). Calls to this number are not free of charge.
We are committed to providing you with the best possible customer experience.
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_ServiceQuality@mastercard.com or put it in writing to the following address:
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.