Contact Us

PLEASE CONTACT CARD SERVICES

Please note that for security reasons, you should NOT include your full Mastercard Multi-currency Cash Passport prepaid card number in any written correspondence.

The card number must always be provided only by the first six and the last four digits, for example 1234 56xx xxxx 0123.

To ensure security, the following topics cannot be discussed by email or fax.

Please call the Card Service Center team 24 hours a day, where they can help you with the following:

  • Lost, stolen or damaged cards
  • Questions regarding transactions on your Mastercard Multi-currency Cash Passport prepaid card or questions about your balance
  • PIN assistance
  • Guidance on registering your card online
  • Help with forgotten usernames and / or passwords
  • Email us

    If you have a general question, or would like to make a comment regarding the use of your Mastercard Multi-currency Cash Passport prepaid card, please contact by email at cardservices_prepaid@mastercard.com

  • Phone

    Toll free numbers to call the Card Service Center:

    Country from which it is called Toll Free †
    Argentina 0800 666 0026
    Australia 1800 098 231
    Austria 0800 293 724
    Bahamas 1800 389 0523
    Belgium 0800 77 228
    Brazil (from landline) 0800 892 3560
    Brazil (from cell phone) +55 21 3956 9200
    Bulgaria 800 116 1169
    Czech republic 800 143 722
    chili 123 0020 7887
    China (North) 10 800 712 2683
    China (South) 10 800 441 1345
    Costa Rica 800 015 0605
    Croatia 0800 223 179
    Cyprus 800 96 361
    Denmark 808 84 857
    Dominican Republic 1888 156 1388
    Estonia 800 011 1359
    Finland 0800 918 279
    France 0800 916 940
    Germany 0800 181 4595
    Greece 00800 4413 1532
    Hong Kong 800 966 321
    Hungary 0680 018 878
    Iceland 800 98 78
    India 000 800 100 7960
    Indonesia 1 803 0441 1368
    Ireland 1800 535 564
    Israel 180 943 1521
    Italy 800 789 525
    Japan 00531 780 221
    Latvia 800 03 736
    Lithuania 880 031 068
    Luxembourg 800 28 166
    Malaysia 1800 814 933
    Mexico 01800 123 3480
    Monaco 800 93 677
    Netherlands 0800 023 3935
    New Zealand 0800 444 691
    Norway 800 14 326
    Philippines 1800 1442 0143
    Poland 00800 441 2460
    Portugal 800 880 501
    Puerto Rico 1 877 465 0085
    Russia 810 800 2500 2044
    Singapore 800 441 1379
    Saudi Arabia 800 844 2790
    Slovakia 800 001 684
    South Africa 0800 982 674
    South Korea 00798 4434 1279
    Spain 900 958 973
    Sweden 020 796 949
    Switzerland 0800 834 918
    Taiwan 0080 104 4292
    Thailand 001800 442 212
    Trinidad & Tobago 1 800 203 0194
    Turkey 00800 4463 2089
    United Kingdom 0800 056 0572
    Uruguay 000 413 598 3672
    USA / Canada 1 877 465 0085
    Venezuela 800 100 8565
    Other countries +44 207 649 9404††

     

    † There may be a charge for calls to these numbers, if calling from a hotel or from a cell phone.

    †† Remember to add the international prefix of the country you are in before this number (in most cases it is 00, for example 0044 207 649 9404). Calls to this number are not free.

     

  • By Postal Mail

    Card Services

    Access Prepaid Worldwide Ltd

    Access House
    Cygnet Road
    Hampton
    Peterborough
    PE7 8FJ
    UK

Global Assistance

  • Lost, Stolen or Damaged Cards

    Lost, stolen or damaged Cards must be reported immediately to Card Services so your travel money is protected.

    The dedicated Card Service Center is available to help, 24 hours a day, 7 days a week.

    If you lose your Mastercard Multi-currency Cash Passport prepaid card, immediately call the Card Service Center and they will cancel it, giving absolute protection to your funds (subject to full compliance with the terms and conditions).

    The Card Service Center will then be able to take the appropriate measures to minimize the impact on your trip, including the refund of emergency cash up to the available balance on your card, subject to availability # .

    # Emergency cash service may not be available in all countries, depending on the availability of the money transfer network.

    Click here to find more details on how to contact the Card Service Center helpline by phone 24/7.

    If you notice any incorrect or unrecognized transactions on your card, please call the Card Service Center's 24-hour helpline immediately.

    Also, if you believe that your PIN or any other security information could be compromised, please call the Card Service Center.

  • Additional card

    If you have two cards linked to the same funds and you lose one of them, your travel money can still be accessed by using the other card.

    Note that you must still call the Card Service Center immediately so they can block the lost card.

    You should also make sure you have your PIN separate from the add-on card at all times.

    If the two Mastercard Multi-currency Cash Passport prepaid cards are lost, stolen or damaged, the Card Service Center can arrange for a card to be replaced and, if necessary, initiate the transaction dispute procedure unauthorized.

    In an emergency situation they can place funds, up to the available balance on the card, to be sent to you through a global money transfer network, free of charge and usually available within 2 hours (up to 24 hours in more remote locations), subject to availability at the corresponding location.

    If you have any general questions, or would like to make a comment regarding the use of your card, please contact cardservices@accessprepaidww.com or by fax at +44 (0) 208 610 4819.

Complaints Procedure

  • Complaints

    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 and fairly.   

  • Raise a new complaint

    In the first case, please contact our card customer service by phone, through the number (s) provided in the User Guide. This department will try to resolve your issue over the phone in a timely manner.

    Alternatively, you can send us an email of your complaint to PrepaidMgmt_ServiceQuality@mastercard.com , or put it in writing to the following address:

    • Service Quality

      Access House
      Cygnet Road
      Hampton
      Peterborough
      PE7 8FJ

      United Kingdom

    We can receive and respond to complaints in other languages, and arrange for a translation service to assist if available.

    Whenever possible, we will make the information about our complaint process in other languages.

  • What information do I need to provide?

    To help 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 (For security reasons, please do not include your full card number. The card number must always be supplied by providing the first six and last four digits only, as follows 123 456 / 7890.)
    • Your name
    • Your adress
    • Your contact phone number
    • Clear details of your complaint
    • What would you like us to do to resolve issues? 
  • Internal Complaints Procedure

    When we receive a complaint, our goal is to resolve your issues fairly and quickly. Whenever possible we will try to resolve your problems as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgment letter and keep you updated on our progress throughout our investigation.

    If we have not been able to resolve your complaint to your satisfaction once we have sent our final decision, or if you prefer independent advice, you have the right to refer your complaint to a local Public Rights service for investigation. Please see the terms and conditions for more information.