Multi-currency Cash Passport FAQs

Using Your Card

  • Where can I use the Mastercard Multi-currency Cash Passport prepaid card?

    You can use your card to withdraw money from more than 2.1 million ATMs around the world that display the Mastercard acceptance mark.

    To verify your location, visit the ATM Locator .

    You can also use your card to pay online and in stores around the world, wherever Mastercard is accepted.

    The Mastercard Multi-currency Cash Passport prepaid card can be used in countries or areas with different currencies than your card. The system will automatically convert your stored currency (s) to local.

    Please note that for any transaction in a currency other than the currencies loaded on the card, the funds available on the card will be used in the following order of priority:

    US dollars, Canadian dollars, British pounds, euros and Japanese yen, at an exchange rate determined by Mastercard on the day the transaction takes place, plus a percentage determined by us (for more information see the Table of Fees and Limits ).

    There are a number of countries where the use of the Multi-currency Cash Passport is currently prohibited.

    If you attempt to withdraw cash from an ATM or use your card in shops, restaurants, hotels and online in any of these countries, your request will be rejected and the reason given will be 'Rejected, prohibited country'

    The countries that currently reject it are:

    Cuba, Iran, North Korea, Sudan and Syria

  • Can I use my Mastercard Multi-currency Cash Passport prepaid card to shop online?

    TO:Yes, you can use your Mastercard Multi-currency Cash Passport prepaid card to buy online (within the limits and restrictions of your card) at any merchant that accepts Mastercard cards.

    By using your card in the currency the site trades in online (if it is any of the currencies on your card), you know exactly what your purchase will cost and the exchange rate used.

    For your security, you may be asked to provide the security code that is printed on the signature strip on the back of the card.

    You may not use your card for money transfers (i.e., sending funds to a third party) or for access to money transfer services, or to access or purchase adult merchandise or gambling on Internet sites, and not It must be used for any illegal activity.

    You must comply with all laws and regulations (including foreign exchange controls) regarding the card in the country of purchase and / or use.

  • What are the fees and limits for the Mastercard Multi-currency Cash Passport prepaid card?

    Click here for more details on fees and limits.

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

    You can check your balance, view your transaction history and transfer money between currencies as soon as you have registered your card in ' My Account '.

  • How does the Mastercard Multi-currency Cash Passport prepaid card compare to credit and debit cards?

    Mastercard's Multi-currency Cash Passport prepaid card is a convenient and secure way to carry your travel money abroad, offering the added peace of mind and security you need from a travel card.

    Preloading your card gives you more control of your travel budget than a standard debit or credit card, and with fixed ATM fees and no transaction fees on purchases, it's easier to manage your spending abroad .

  • What currencies can I load my Mastercard Multi-currency Cash Passport prepaid card with?

    TO:The Mastercard Multi-currency Cash Passport prepaid card can only be loaded or reloaded using Mexican pesos, which will be converted into US dollars, Canadian dollars, British pounds, euros or Japanese yen, at an exchange rate determined by us on the day to load or reload the card.

    The exchange rate will be communicated to you during the purchase or recharge process.

    You can transfer money between currencies on your card at your convenience, 24 hours a day, 7 days a week through ' My Account '.

  • How can I top up my Multi-currency Cash Passport Prepaid Mastercard card?

    TO:Even with a zero balance, your card is still valid (until the card's expiration date), and you can reload it for your next trip at any time ##.

    Click here for more information on how to do this.

    ## Until the expiration date of the card and subject to the reload limits (see the Table of limits and commissions ).

  • What if I don't have enough credit on my card to buy something?

    TO:Sometimes you may see something that costs more than what is available on your card.

    No problem; If the seller supports partial payments, you may be able to pay the difference with another Mastercard or in some other way.

    Just be sure to tell the seller before paying and confirm the amount you want deducted from your card.

    The merchant will process your Mastercard Multi-currency Cash Passport prepaid card payment first and then accept the remainder of the balance in any way you wish to pay it.

    You should ensure that you have a positive balance on your card at all times, and we recommend that you regularly check your transaction details and your card balance in ' My Account '.

  • What happens if my Mastercard Multi-currency Cash Passport prepaid card is declined at a store?

    TO:This should only happen when you do not have enough money on the card to cover the purchase (although you can always use the money you have on your card to make a partial payment and settle the balance with another card or in cash, if the seller does so. admits).

    Keep in mind that some businesses, such as restaurants and car rental companies, may require that the card have an available balance greater than the amount of the purchase, before they authorize payment.

  • How is the Mastercard Multi-currency Cash Passport prepaid card protected?

    TO:Mastercard's Multi-currency Cash Passport prepaid card is chip and PIN protected for added security.

    To reduce the risk of fraud, your card is completely independent from your bank account.

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

    TO:In some countries, you may be asked for a six-digit PIN when using an ATM.

    However, your Mastercard Multi-currency Cash Passport prepaid card uses a standard four-digit PIN, which is still accepted as normal if the ATM has been configured correctly according to Mastercard regulations.

    If you need help with any PIN related problem, please call the Card Service Center .

  • Can I get cash back with my Mastercard Multi-currency Cash Passport prepaid card?

    No, cash recovery is not available on your card.

Transactions

  • I don't have as much available balance on the card as I thought. Why?

    TO:When you use your card in some establishments (see the table below), you may be required to have a balance greater than the value of the transaction you want to make.

    This occurs because:

    (i) an establishment may require more funds than it has originally authorized to cover the transaction amount (eg the food or bar bill) plus an agreed gratuity, tip or service charge ; or (ii) in the case of a transaction at an automated gasoline pump or when you use your card to pay for telecommunications services, to ensure that sufficient funds are available to cover the full amount of the transaction.

    Adding this percentage or fixed amount to the authorized transaction amount is known as a "tolerance".

    The tolerance only applies to certain business categories detailed below.

    Commercial category

    Tolerance (% of the authorized quantity)

    Bars (or similar places to have a drink)

    twenty%

    Restaurants (or other places where food is served)

    twenty%

    Taxis and limousines

    twenty%

    Telecommunications services

    US $ 15 or equivalent currency

    Automatic fuel dispensers

    US $ 75 or equivalent currency

    For more information on the amount that is required, please see 'What amount greater than the amount of the account do I have to have on my card to carry out transactions in bars, restaurants, service stations, taxis and limousines and for telecommunications services ? '

    It may also be the case that you have less money available on the card than you thought because you have used your card as a pre-authorization for a final payment.

    For more information on the subject, please see "What is pre-authorization?"

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • How much more than the account amount do I have to have on my card for transactions in bars, restaurants, service stations, taxis and limousines and for telecommunications services?

    TO:When you use your card in the establishments listed below, a percentage or fixed amount must be added to the transaction amount whenever the establishment presents it to you for authorization.

    The addition of this percentage or fixed amount to the amount of the transaction authorized by the establishment is known as “tolerance”.

    This means that the value of the transaction plus the tolerance percentage or fixed amount is reserved ('protected') from your available balance on the card.

    The following table shows the common percentage or fixed rate that is added to the amount of the transaction.

    Commercial category

    Tolerance (% of the authorized quantity)

    Bars (or similar places to have a drink)

    twenty%

    Restaurants (or other places where food is served)

    twenty%

    Taxis and limousines

    twenty%

    Telecommunications services

    US $ 15 or equivalent currency

    Automatic fuel dispensers

    US $ 75 or equivalent currency

    For example, you have eaten at a restaurant and the bill is US $ 50.00.

    You may be required to have a card balance or currency equivalent of at least US $ 60.00 for the transaction to be authorized ($ 50 + 20% tolerance ($ 10) = $ 60.00).

    You will only be charged for the actual and final amount of the transaction that you have signed or validated by dialing your PIN number.

    For more information, please see 'When I use my card in bars, restaurants, gas stations, taxis, limousines and for telecommunications services, for how long do I have these funds reserved and why?'

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • When I use my card in bars, restaurants, gas stations, taxis, limousines and for telecommunications services, for how long do I have these funds reserved and why?

    TO:Since the establishment does not immediately charge the final account, the tolerance is applied to ensure that sufficient funds are available when the account is to be paid.

    The amount authorized by the establishment plus the tolerance percentage or fixed amount is withheld from your card's available balance until the establishment establishes the final amount (i.e. requires payment), at which point the exact final amount will be charged your card, or the amount will be blocked for 7 days, whichever comes first.

    If the amount of the final payment is higher than the available balance of the relevant currency on the card, the remaining amount will be settled by converting said amount in the order of priority.

    Please see the Terms and Conditions of your Multi-currency Cash Passport for more information on priority order.

    The exchange rate used will be the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is processed by Mastercard, plus the currency exchange margin (sometimes called a currency transfer fee).

    Please note that the exchange rate used at the time the transaction is authorized (and funds are reserved) may be different than the exchange rate used on the day the transaction is settled, however, you will only be charged the actual and final amount of the transaction that you sign or validate by the PIN.

    As the establishment does not charge (that is, does not ask for the payment to be made) the final account until the following 7 days or even, in some cases, it takes up to 30 days (at which time the funds are loaded from your Multi -currency Cash Passport), we recommend that you regularly check your transaction history through "My Account" and keep this in mind, in addition to tolerance, to ensure that you have sufficient funds available for your expenses.

    Normally, the establishment will present the request for payment within 24 hours of the authorization of the transaction.

    For more information, please see ' What if I don't have enough funds on my card to cover the value of the transaction plus the tolerance amount? '

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • What if I don't have sufficient funds in the relevant currency to cover the transaction value plus the tolerance amount?

    TO:If the value of the transaction, plus the tolerance percentage or fixed amount exceeds the available balance of the relevant currency on the card, the remaining amount will be settled by converting said amount into the next available currency in the order of priority.

    Please see the Terms and Conditions of your Multi-currency Cash Passport for more information on priority order.

    The exchange rate used will be the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the seller, plus the currency exchange margin (sometimes called a currency transfer fee).

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • What if I don't have enough funds available in my total card balance to cover the value of the transaction plus the tolerance amount?

    TO:If you do not have sufficient funds available in your total balance to cover the value of the transaction in addition to the tolerance amount, the transaction may be declined.

    For example, you have eaten at a restaurant and the bill is US $ 50.00.

    You only have $ 50.00 on your card and there is a 20% tolerance applied to restaurant transactions.

    If the restaurant tries to make a charge of US $ 50.00 on your card, it will be rejected because 20% is added to the transaction amount and therefore there will not be enough funds to cover US $ 60 ($ 50 + 20% tolerance ($ 10) = US $ 60).

    Please remember to take into account the amount of tolerance.

    If you use your card at one of the establishments where this amount applies, you may not be able to use your card, unless you have sufficient total funds on your card to cover the amount of tolerance added to it.

    However, if the property supports it, you can use your card to make a partial payment and cover the balance with some other alternative form of payment.

    Just make sure you let the cashier know before the transaction starts and confirm the amount you want to deduct from your card.

    The cashier will process your card payment first, and then accept the remainder of the balance in the way you want to pay it.

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • Why is tolerance applied to chip or PIN transactions?

    TO:When using your card in establishments where tolerance applies, in some of them it may be necessary for the seller to authorize your card before you consent to the payment of the final amount of the account; for example, when you allow your card to be swiped at a bar before ordering, in order to open an account and be able to pay everything at the end.

    The amount authorized by the seller at that time, plus the tolerance amount, is reserved in your available balance.

    This is the case whether your card only has a magnetic stripe or if it has a chip and PIN.

    At this time we do not know how the seller will process the transaction and if they will authorize the transaction first and then ask you to sign or confirm the transaction with the PIN (along with an additional charge or tip that you agree to).

    That's why a tolerance is automatically added when the seller falls into one of the following categories.

    Commercial category

    Tolerance (% of the authorized quantity)

    Bars (or similar places to have a drink)

    twenty%

    Restaurants (or other places where food is served)

    twenty%

    Taxis and limousines

    twenty%

    Telecommunications services

    US $ 15 or equivalent currency

    Automatic fuel dispensers

    US $ 75 or equivalent currency

    Please also see the Terms and Conditions of the card in the section ' Card use '.

  • What if they offer me the option to pay in Mexican pesos while I am abroad?

    TO:When you are traveling, you can choose to pay in a currency other than the local one.

    By choosing to pay in local currency, you can avoid paying for a foreign exchange conversion.

    Remember that if you do not have enough local currency funds on your card, the balance will be taken from another currency on your card, in the following order of priority:

    US dollars, Canadian dollars, British pounds, euros and Japanese yen, at an exchange rate determined by Mastercard on the day the transaction takes place, plus an exchange commission determined by us (for more information see the Table of Fees and Limits ).

  • What is pre authorization?

    TO:Although your card is very flexible, it is not suitable for everything.

    You should not use your card for the deposit required by car rental companies, hotels or cruise lines.

    The reason is that these companies estimate the final bill and require a sum of money from your card to be set aside to cover this amount.

    You will not be able to use the amount that has been reserved for a while.

    Of course you can use your card to pay the final bill.

  • Safe online shopping?

    Buy from reputable companies and type your internet address into the browser yourself.

    Please do not reveal your details in response to unsolicited emails and always use a secure checkout if you have that option.

    Just as you keep cash receipts in case you need to return or exchange something, keep a record of your transactions online as well.

    Print and keep a copy of your order form and confirmation.

  • Phishing OR Impersonation of ID

    "Phishing" is an attempt by scammers to "fish" for your card, account or personal data.

    Phishing attempts typically appear as email messages, apparently from your bank or card issuer, pretending to be concerned about your safety. You will then be asked to click on a link on the scam page, designed to capture your data.

    If we communicate with you by email, we will NEVER ask you to click on a link that directs you to enter or confirm your security details. If you have any questions about the authenticity of an email regarding your card, please call our Card Service Center team immediately for clarification.

  • Pharming or Exploitation of Vulnerability

    "Pharming" uses the same kind of tricks as Phishing to lure you to a site address, but uses stealth software to redirect from real to fraudulent websites.

    It usurps trust marks from well-known banks, online retailers, and card-issuing companies and convinces you to enter your personal details.

    Remember, if you are asked to enter your PIN on a website along with your card details, it is likely fraudulent.

    Close the browser and contact the Card Service Center immediately .

My Account

Help

  • How can I contact the Card Service Center?

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

  • Can I get a PIN reminder?

    You can get a PIN reminder by calling the Card Service Center , where you can choose to have your PIN reinstated 24 hours a day, 7 days a week.

    Remember that it is not possible to change your PIN.

  • What do I do if I detect an incorrect transaction on my card?

    TO:It is recommended that you review your transaction history and card balance at least once a month.

    You can do this online, once you have registered your card in ' My account '.

    If you have any questions about your Mastercard Multi-currency Cash Passport prepaid card balance or if you identify a card transaction that you do not recognize, please notify the Card Service Center team 24 hours a day as soon as possible. as possible, or in any case within a period of no more than 30 days after the date of the transaction.

    Card Services will be happy to verify and confirm the transaction details for you.

    If there is an incorrect transaction, the Card Service Center may initiate the dispute process on your behalf and may request additional information from you in writing regarding any unrecognized transaction, or that you fill out a dispute form.

    Please help them assist you by providing as much information as possible.

    Click here for more information on how to download and fill out a challenge form.

  • What if I have a problem using my Mastercard Multi-currency Cash Passport prepaid card?

    TO:If you have a problem using your card, these are the things to check first:

    1. Verify that you have enough money on the card for the purchase or cash withdrawal you want to make
    2. Verify that you are using the correct PIN. The " How do I ... " section tells you how to get a reminder
    3. Check that the merchant you are buying from accepts Mastercard cards
    4. Your card has maximum limits on the amount you can withdraw or spend, such as the maximum daily amount you can spend in a store. These limits are shown in the Commissions and Limits Table . Also, some ATMs may have their own limits. Remember: if an ATM screen asks you to select 'account type?' it is recommended that you choose the 'Credit' option. You can only withdraw cash from an ATM up to the available balance on your Mastercard Multi-currency Cash Passport prepaid card (including any applicable fees) and if the amount is within the available limit at that ATM.
  • What if my card has been lost, stolen or damaged?

    TO:Call the Card Service Center right away.

    We have a dedicated team of friendly and knowledgeable staff ready to assist you 24 hours a day, 7 days a week.

    We will not leave you alone and, depending on availability at the appropriate location, we may offer you emergency cash (up to the available balance on the card) and / or a replacement card.

  • How do I close my Multi-currency Cash Passport Prepaid Mastercard card?

    If you prefer not to keep your card for another trip, you can withdraw the remaining balance (assuming it is within the ATM disposition limits) from an ATM, displaying the Mastercard acceptance mark.

  • What do I do when my Multi-currency Cash Passport Prepaid Mastercard expires?

    When your card expires, you will have to withdraw the remaining funds and purchase a new card.

  • How can I get an additional card?

    TO:For your peace of mind on your vacation, you can get an additional card when you purchase your initial card and use it as a replacement.

    Please note that additional cards should not be given to anyone.

    For more information see the terms and conditions.