Cardholder Resources

Q: How do I load a card?
The business or organisation who issued the card will load the card for you.
Q: Do you send SMS notifications?
If you have registered your mobile telephone number, you will receive SMS notifications each time your card is topped up.
Q: What card transaction data will I be able to see?
In the cardholder portal you will be able to see the date the transaction was cleared, the merchants name and the amount of the transaction.
Q: What happens when my card expires?
Depending on the prepaid card you have, you may be issued with a new one.  You can check this with the company that issued the card, or by calling the customer service number on the back of your card and speaking to a representative.
Q: What happens if I lose my card?
As soon as you realise that you have lost your card, log into your cardholder portal and report it lost. This will permanently block the card and a new one can be ordered. Alternatively, you can call our customer service team to report your card lost or stolen.  The lost and stolen line is available 24 hours a day 7 days a week.
Q: Where may I use my card?
You can use your card wherever, Mastercard is accepted, both in store and online.
Q: How can a cardholder load their card?
Unfortunately, cardholders are unable to load their cards themselves. Only the  business or organisation that issued the card can load funds onto it.
Q: How do I activate my prepaid card and retrieve the PIN?
Once you receive your card you will need to register the card on the cardholder portal.  Once registered you can log in and will be able to see the PIN for the card. You can also activate the card in the cardholder portal.
Q: How long does it take for topped up funds to be available on the card?
Once topped up, the funds are available to spend immediately.
Q: I am dissatisfied with my service and would like to file a complaint. Who can I contact?

We're so sorry that you're unhappy with your card. If you would like to file a complaint, for any reason, please contact us so that we can investigate your concerns. You can contact us by the following methods:

Write to us: B4B, PO Box 76256, London, SW1P 9NU

Our Complaints Procedure

– In most cases we hope to resolve any problems within 3 days, at which point we will issue our Summary Resolution Communication.
– In some cases, we understand that it is not possible to resolve a problem in that time frame, and in those cases we will write to you within 5 days of receiving your complaint with our acknowledgement.
– We will endeavour to send a Final Response to you within 15 days of receipt of your complaint. If we are unable to provide you with a Final Response within this time frame, we will write to you explaining why and advise you when you can expect a Final Response.
– If more than 8 weeks from the date of your complaint has passed and you haven’t received a Final Response, or you are dissatisfied with the Final Response you have received (at any stage of the process) you may, free of charge, refer your complaint to the Financial Ombudsman Service (see contact details below) but must do so within 6 months of the date of our Final Response or Summary Resolution communication.

Financial Ombudsman Service
Telephone: 0800 023 4567
Post: Exchange Tower, London, E14 9SR.
Further information can be found on the Financial Ombudsman Service website at:

Contact our Support Team

We are unable to answer cardholder queries by email. If you have any issues or queries relating to your prepaid card, please call customer services using these details.

+44 20 3475 5351 (Europe)
+1 604 200 0554 (Americas)

Local call rates apply.