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
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 firstname.lastname@example.org
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
Access Prepaid Worldwide Ltd
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.
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 email@example.com or by fax at +44 (0) 208 610 4819.
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 HouseUnited 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.
- Service Quality
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.