Common questions about Cash Passport

About Cash Passport Card

• How does the Cash Passport work?

  Cash Passport is a prepaid, travel money card. You can use Cash Passport to pay for goods and services, online and in-store, at millions of locations worldwide (anywhere that Mastercard is accepted). You can load multiple currencies on a single card, locking in your exchange rates at the time of booking your reload via the website, so you know exactly how much you have to spend. You can also withdraw local currency from millions of ATMs where the Mastercard acceptance mark is displayed.

• Is Cash Passport a credit card or a debit card?

  Cash Passport is not a credit card nor a debit card. Cash Passport is a prepaid travel money card that is not linked to your everyday bank account. You will need to load money onto your Cash Passport before you can use it. When you make a purchase or withdraw cash from an ATM, the amount is deducted from your prepaid balance.

• How do I reload my Cash Passport?

  Even with a zero balance, your Cash Passport is still valid (up to the expiry date on the Card), and you can reload it for your next trip anytime.

  You can reload funds onto your Cash Passport in person at your place of purchase.

• What are the fees and limits of the Cash Passport?

  Please click here for full details of the fees and limits.

• Where can I use the Cash Passport?

  You can withdraw local currency from ATMs worldwide, displaying Mastercard® Acceptance Mark. To find your nearest ATM please click here.

  Alternatively, you can use the Card to pay directly for goods and services in-store or online at merchants.

  No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America. Transactions in a currency other than the Currency of the Card, or where there are insufficient funds on your Card in a Currency to cover the whole transaction, will be exchanged to another Currency(-ies) on the Card in the order or priority, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by 5.5%.

• Are there any countries this card won’t work in?

  Yes.

  It is currently not possible to use your Cash Passport in a number of countries. If you attempt to withdraw cash from an ATM or use your Card at merchants in any of these countries, your request will be declined.

  The countries and geographical regions currently affected by sanctions are: Iran, North Korea, Sudan, Syria and Crimea.

Managing your Cash Passport Card

• What is 'My Account'?

  'My Account' is an online Card management area, where, once you have registered your Multi-currency Cash Passport, you can check your balance, move money between currencies and review your transaction history. You can get a PIN reminder by selecting the 'PIN reveal' option in My Account.</p

• How do I register for 'My Account'?

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

• How can I check my balance and move money between currencies?

  You can manage these everyday aspects as well as view your transaction history as soon as you’ve registered on My Account. Please note that you cannot change your PIN. You can call Card Services any time for a PIN reminder or use PIN Reveal function inside My Account.

• How do I know when my Cash Passport has expired?

  Your Card Expiry Date is printed on the front of your card. You cannot use your card for purchases or cash withdrawals after it has expired. Please do not load funds onto an Expired Card.

• When my Cash Passport expires, what do I do?

  If you are planning to travel again but your Cash Passport has expired, just take your Card, your CPF ID and your photo ID to the branch where you first purchased it and ask for a new card to be issued.

  Alternatively, if you’re not planning to travel but your Cash Passport has expired, you can ask for your funds to be cashed out and refunded to you. Please see you Card Terms and Conditions, or enquire at your initial participating purchase location for more information.

Your Cash Passport Travel Money Card Transactions

• Can I use my Cash Passport to shop online?

  You can use your Cash Passport to shop online (within the limits and restrictions of your Card). By using your Cash Passport in the currency that the online site trades in, you know exactly what your purchase will cost and you won’t be stung by unknown exchange rate fees, unlike when you use your domestic credit or debit card. For your security, you may be asked to provide the security code that’s printed on the signature strip on the back of the Card.

  Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

• Can I use my Cash Passport on a Cruise Ship?

  Yes, however it is not recommended.

  Cruise Ships often charge a security bond by pre-authorising your card to cover incidentals, similar to hotels.

  These pre-authorized funds cannot be used whilst onboard or until such a time those funds are released by the cruise company themselves (not us), which can take up to 30 days after the cruise has finished. It is suggested that you use a credit card to cover any such pre-authorized amounts and Cash Passport can be used at ATM's or at merchants onboard.

• What is pre-authorisation?

  It is not recommended to use your Cash Passport as a guarantee of payment for hotels, car hire, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Cash Passport to settle your final bill.

• What are Dynamic Currency Conversion payments?

  Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency i.e. Brazilian Real. If you use your Cash Passport to make a purchase or ATM withdrawal in a country where the local currency is the same as one of the Currencies on your Card (e.g. using the US$ funds on a Cash Passport in the USA) and you opt to pay in Real, this may result in a foreign exchange conversion at additional cost to you. To avoid this risk, choose to pay in the local currency, not Real.

• Can I get cashback with my Cash Passport card?

  No, cashback is not available on Cash Passport.

• How do I obtain a second card?

  For peace of mind on your holiday, you may purchase an Additional Card at any time and use it as a backup.The Additional Card is for your own use only and cannot be given to anyone else to use. Please see the Terms and Conditions for more information.

• How do I close my Cash Passport?

  If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance from any ATM displaying the Mastercard acceptance mark. Alternatively, you can request a cashout from your original purchase location who will also be able to help you close your Card.

Using your Cash Passport Travel Card

• What if the ATM asks for a six digit PIN?

  In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted as normal if the ATM has been set-up correctly in compliance with Mastercard regulations.

  If you need assistance with any PIN issues, please contact Card Services with the details provided on the contact us page.

• What if I don’t have enough of the currency I need?

  The great flexibility and added functionality of Cash Passport means that as long as you have more than one Currency loaded, the Card will automatically select the next available currency in the following order: US$, EU€, GB£, CA$, AU$, NZ$. The search will automatically begin from US$.

  If you do not have the Currency of the country you are visiting on your Card at all you can still use it to make a payment. The Cash Passport will automatically convert the currency of the Card into local currency in the order described.

  For example, if the you have the following Currencies loaded onto your Card; US$100, EU€10, GB£250, NZ$50, you are in France and wanted to make a purchase for EU€20, the Card will automatically check the currencies on the Card, starting at EU€ (being the relevant local currency) and then US$, from which to fulfill the remaining EU€10 in order to authorise the transaction. If US$ aren’t available, the Card will move along the list until it finds an available Currency from which to deduct payment. You do not need to have the total amount required for the transaction in a single Currency as long as the total amount of all your converted Currency balances is greater than the relevant amount.

  Please note that any transactions in a currency other than a currency loaded on the Card will be exchanged to the currency on the Card at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by the issuer.

• What do I do if I find an incorrect transaction on my Card?

  If you have any queries about your Multi-currency Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team as soon as possible and in any event within sixty (60) days of the transaction debit date. They will be happy to check and confirm the transaction details for you.

  If there is a transaction which is not correct, 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 Claim Form. Please help them to help you by providing as much information as you can.

  It is 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’.

  Click here for further details on how to download and complete the Dispute Claim Form.

• What if My Cash Passport does not work at the ATM?

  Your Cash Passport should work in any ATM displaying the Mastercard® Acceptance Mark. If after several attempts to withdraw cash at an ATM, your Card still doesn't work, you can get 24/7 help from Card Services, via the Global Assistance numbers on the Contact Us page.

  Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

  You can only withdraw cash from an ATM up to the available balance on your Cash Passport (including any applicable fees) and if the amount is within the ATMs issuing limit.

• What if my Cash Passport is declined in a shop?

  Please see question below titled What if you’re having a problem using your Cash Passport? Be aware that some merchants, such as restaurants and car hire companies, may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.

• What if you’re having a problem using your Cash Passport?

  If you have a problem using your card, here are the things you should check first.

  1. 1. Check you have enough money on the 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 Cash Passport payment first.
     
     
  2. 2. Check you are using the correct PIN. You can get a PIN reminder at any time by calling Card Services (insert link to numbers) and selecting the PIN option.
     
     
  3. 3.Check that the merchant you are purchasing from or the ATM accepts Mastercard®.
     
     
  4. 4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. Check that you have not exceeded the maximum daily amount that you can spend. In addition, some ATMs may have their own limits.
     
     

  Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

• I don’t have as much as money available on the Card as I thought. Why is this?

  When using your Card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your Card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction.

  The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.

   

  Merchant category	Tolerance (% of the authorised amount or fixed amount)
  Bars (or other similar drinking places)	20%
  Restaurants (or other eating places)	10%
  Taxis and limousines	15%
  Telecommunications services	US$15 or currency equivalent
  Automated fuel dispensers	US$49 or currency equivalent

   

  Please see question below ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, for taxi and limousine transactions, and for telecommunication services?’ for further information on the additional amounts required.

• How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, and for taxi and limousine, and telecommunications services transactions?

  When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

   

  Merchant category	Tolerance (% of the authorised amount or fixed amount)
  Bars (or other similar drinking places)	20%
  Restaurants (or other eating places)	10%
  Taxis and limousines	15%
  Telecommunications services	US$15 or currency equivalent
  Automated fuel dispensers	US$49 or currency equivalent

   

  For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available Card Fund or Currency equivalent of at least US$55.00 for the transaction to be authorised ($50 + 10% tolerance ($5) = $55.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.
  
  

  Please see question below ‘When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?’ for further information on this.

• When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunications services transactions, how long are the funds reserved for and why?

  As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.
  
  

  If the final settlement amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on 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 processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

   

  As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Multi-currency Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

   

  Please see question below ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

• What happens if I do not have sufficient funds available in the relevant Currency to cover the value of the transaction plus the tolerance amount?

  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. Please see your Multi-currency Cash Passport Terms and Conditions for further information on 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 margin (sometimes called foreign exchange fee).

• What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

  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 10% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 10% tolerance is added to the transaction amount and there will be insufficient funds to cover US$55.00 ($50 + 10% tolerance ($5) = $55.00).

  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.

• Why is tolerance applied to Chip and PIN transactions?

  When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.
   

  Merchant category Tolerance (% of the authorised amount or fixed amount) Bars (or other similar drinking places) 20% Restaurants (or other eating places) 10% Taxis and limousines 15% Telecommunications services US$15 or currency equivalent Automated fuel dispensers US$49 or currency equivalent

Cash Passport Card Security and Privacy

• How do I contact Card Services?

  Details of how to contact the 24/7 Card Services team are available here.

• What if my Cash Passport is lost or stolen?

  If you lose your Cash Passport or it is stolen, reporting this to Card Services immediately will help protect the funds on the Card.

  A dedicated Card Services team is on hand to help, 24 hours a day, seven days a week. If your Multi-currency Cash Passport goes missing call Card Services straightaway and they will cancel it giving complete protection of your funds (subject to full compliance with the Terms and Conditions). The Card Services team can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability.

  Please click here, to find details on how to contact the 24/7 Card Services helpline by phone.

• How do I change my PIN?

  It is not possible to change your PIN on a Cash Passport, however, you can call Card Services at any time for a PIN reminder or by selecting the 'PIN reveal' option in My Account.

• How protected is Cash Passport?

  For even more security, the Cash Passport is chip and PIN protected.

  To reduce the threat of fraud, your Cash Passport is not linked to your personal information and is completely separate from your bank account.

• What is ‘Common Reporting Standard’?

  As a Cash Passport cardholder it is our duty to keep you informed of changes to regulations that affect the services we provide you.

  Governments around the world have introduced a financial reporting requirement known as the Common Reporting Standard ('the CRS'). The CRS requires certain financial institutions to gather specific information about their customers to notify the relevant tax authority (who may in turn exchange that information with tax authorities in other countries).

  As a result, existing cardholders are required to provide specific information to us to comply with the CRS.

  You are obliged to provide information related to any foreign tax residency status you may have. The capture of this additional information is now mandatory. It is your responsibility to certify whether you have tax responsibilities in foreign jurisdictions and provide the relevant information to us.

  Additional information can be found at the OECD website: www.oecd.org/tax/automatic-exchange/

  This information will be held securely by Mastercard Prepaid Management Services in accordance with applicable regulations and best practice. The information will be shared periodically with Travelex Card Services Limited (the issuer of your card), and where required, it shall be shared by Travelex Card Services Limited with the relevant tax authorities in accordance with the CRS.