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Support FAQ
Who are B4B Payments?
2006 – 2024 B4B Payments. B4B Payments is the trading name of Payment Card Solutions (UK) Ltd and is the operator of the B4B Prepaid Mastercard®. All UK – B4B Payments, PO Box 76256, London, SW1P 9NU; Lithuania – UAB B4B Payments Europe, Lvovo Str 105a, Vilnius, LT-08104. USA – B4B Payments USA, 275 Grove Street, Suite 2-400, Newton, MA 02466
B4B Payments is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 930619).
B4B Payments is a Mastercard® Principal Member. Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
In the USA, the B4B Payments Visa® prepaid card is issued by Metropolitan Commercial Bank Member FDIC, pursuant to a license from Visa U.S.A. Inc. B4B Payments provides smart and flexible payment processing solutions, which enable any size organisation to manage expenses, simplify payroll and offer employee rewards and incentives.
Headquartered in London, we have offices in Newcastle, Vilnius and Boston.
What type of card is issued?
Your payment card is a prepaid card that is widely accepted worldwide, by Visa or Mastercard, depending on your region.
Does B4B Payments integrate with my accounting system?
Yes, B4B integrates with all major accounting systems. B4B has an API connection to Xero, sending transactions daily via an automatic bank feed. It’s also easy to share enriched transaction data including receipts, categories, and notes.
If you’re using another accounting platform, like QuickBooks, Sage or many others – B4B makes it easy to export transaction data in a variety of formats, in two clicks. Transaction data can be exported in XLSX, CSV, QIF and OFX formats, making your data compatible with all major accounting software solutions.
What if I want to leave B4B?
We’re sure you’ll be happy with our service, joining thousands of satisfied businesses. But if you ever want to leave, you can close your B4B account at any time and all the funds available on your account will be transferred back to the account from which they were initially deposited.
What size company is B4B suitable for?
B4B isn’t just for large businesses, it’s for all businesses. B4B scales from 10 cards to any number, matching the structure of your organisation with wallets for departments or individuals, funding cards for teams, employees or contractors.
Though our software is intuitive and easy to use, powerful reporting is made possible by smart filters and granular transaction data. So, whether your business has two employees or 20,000, B4B Payments can help you gain visibility and control over spending, while providing a safe, cashless payment method.
When applying for a prepaid card, are customers required to sign an agreement or accept any terms and conditions?
Upon receipt of a prepaid card, cardholders must sign the back of the card in the box highlighted “authorised signature” and then activate their card as per the instructions provided in the welcome pack. Cards must be loaded and activated through the website before cardholders can access funds via their prepaid card.
All cardholders are bound by the terms and conditions of card use which can be found here.
When applying for a prepaid card, are customers required to sign an agreement or accept any terms and conditions?
Upon receipt of a prepaid card, cardholders must sign the back of the card in the box highlighted “authorised signature” and then activate their card as per the instructions provided in the welcome pack. Cards must be activated through a website before cardholders can access their funds or load funds onto their prepaid card. All cardholders are bound by the terms and conditions of card use which can be found here.
Account Closure
How do I close my account?
Send your request to closure@b4bpayments.com
Can someone else close my account?
For security reasons, only the account owner can request closure.
How long does it take to close my account?
Account closures are typically processed immediately but may take up to 3 business days.
Can I reopen a closed account?
Closed accounts cannot be reopened. You’ll need to create a new account to use our services again.
Law Firms: Bankruptcy and Compulsory Dissolution
Who do I contact regarding bankruptcy or dissolution?
Please email closure@b4bpayments.com.
Can accounts remain open during dissolution or bankruptcy?
No. Upon notice of bankruptcy or dissolution, we close all associated accounts per our terms and conditions.
What information is required to assist with the closure process?
Provide the following:
- Reference details for the specific case.
- A certification of the changes (e.g., Certificate of Bankruptcy or Dissolution Notice).
- Details of the legal institution managing the proceedings.
- Bank account details of the law firm for fund transfers.
What are the features offered in a B4B Payments solution?
Cloud-based management portal
Cardholder mobile app
Contactless card
Payment Accounts in EUR, GBP and USD
Is a B4B prepaid card a normal debit card or credit card?
The contactless, prepaid card provided by B4B are not credit cards, charge cards or debit cards. B4B prepaid cards are reloadable cards, issued by a financial institution. Cards are available in different currency denominations. Each time the card is used, the value of the purchase is deducted from the funds available on the card. Funds are loaded onto the card either at the time of purchase or at a later date. The value is held at a bank and not on the card. The card does not offer credit. In essence, you need to load funds on to your card before you can use those funds.
What are the fees?
There are no hidden or monthly card fees. All fees can be viewed on our terms and conditions. https://www.b4bpayments.com/terms/cardtc
How do prepaid cards work?
A B4B prepaid cards operates on the standard Mastercard® or Visa® networks. Your contactless, prepaid card can be used like any debit card. The prepaid value loaded on the card can be used by cardholders at participating retail merchant locations for purchases and ATMs worldwide for withdrawals. Funds will be immediately debited from the cardholder’s balance upon authorisation of any transaction. Purchases or cash withdrawals are deducted from the balance until the loaded value is spent. The card can be loaded over and over again (subject to the issuer of your card allowing this.) A full transaction history can be viewed via the B4B account portal and using our mobile phone. Cards can only be loaded by the B4B partner that issued it and cannot be loaded by the cardholder themselves.
What can I use my B4B prepaid card for?
The B4B prepaid card can be used for many purposes such as:
- Transferring wages to your card
- To pay employees their wages onto the card
- To manage payments for travel expenses, fuel expenses, subsistence, amongst others
- To carry travel money on a card for safe and secure use abroad
- To make or receive Insurance Claim payouts
- To use safely and securely on Gaming sites and make and receive winnings payouts
- Online Shopping 24/7, 365 days of the year
You can use the B4B prepaid cards for your business to make purchases online, over the phone, and in-store at over 25 million locations worldwide, and withdrawals at over 1 million ATM locations worldwide wherever Mastercard® or Visa® are accepted.
How do I integrate my Xero accounting package?
If your business uses Xero as their accounting package, then take advantage of the integration that we have built to seamlessly exchange data between the B4B platform (where your card transactions are recorded in real-time) and your Xero software.
Refund Policy
What happens to my funds if my contract or service is terminated?
Your funds are secure and safeguarded with B4B Payments (B4B) as per regulatory requirements.
How quickly will B4B issue a refund?
We aim to process refunds within 5–10 business days once all required information is received. To avoid delays, please respond to any B4B queries within 1 business day.
Why must I respond within 1 business day for a refund?
Prompt responses help ensure efficient refund processing. Delayed responses may extend processing times.
What information is needed for a refund?
Please provide:
- A recent bank statement or screenshot showing the account holder’s name and account details (IBAN and BIC).
- The account holder’s name must match the registered business name or the Ultimate Beneficial Owner (UBO).
Who can I contact for refund inquiries?
Email us at closure@b4bpayments.com.
What happens to incoming payments after account closure?
Inbound payments will be returned to the sender.
Cardholder Resources
How do I load a card?
The business or organisation who issued the card will load the card for you.
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.
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.
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.
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.
Where may I use my card?
You can use the B4B prepaid cards to make purchases online, over the phone, and in-store, withdrawals can be made at ATM locations worldwide wherever Mastercard® or Visa® are accepted.
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.
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.
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.
I am dissatisfied with my service and would like to file a complaint. Who can I contact?
Please fulfil the response with mandatory information which must be submitted in order to file a complaint as per below.
Please ensure you provide as many details as possible about your complaint, timelines, circumstances, and expected outcome so that our Complaints Team could assist you efficiently. Please indicate the details as per below:
- Name, surname (individuals) and company name and company number (legal entities)
- Your address (residential for individuals and company registered address for legal entities)
- The date of submission of the complaint
- Details of your complaint and how this has impacted you, e.g., what kind of person’s rights or legitimate interests have been violated
- What are your requirements to B4B for the complaint to be satisfied?
- Supporting documents related to the complaint if necessary
- Your contact information: telephone number and e-mail address
- Please ensure all the above information is included. Failure to provide this information could delay your complaint investigation.
- If you would like to send your complaint by post, please ensure that you include all of the above information in your letter and that the letter is signed by you or an authorised representative If sending by post, the complaint submitted by the Customer must be written in a clear manner, signed by the Customer or his Authorised Representative.
Complaints Procedure
If you have a complaint regarding the services of “Payment Card Solutions”, UAB “B4B Payments Europe” or B4B Payments (USA) Inc. services all trading as “B4B Payments”, we are here to help. You can contact us via email at:
complaints@b4bpayments.com
If you prefer to send your complaint via post, please use the relevant registered office address below:
For Payment Card Solutions services:
New Office Address: 12-18 Grosvenor Gardens, London, SW1W 0DH
For UAB B4B Payments Europe services:
Workland Flow, Lvivo 21A, LT-09313, Vilnius, Lithuania
For B4B Payments (USA) Inc. services:
40 Washington Street, Suite 150, Wellesley, MA 02481, USA
What to Expect
- Acknowledgement of Receipt
Once your complaint is received, we will send you an acknowledgement within 5 business days. - Resolution Timeline
- We aim to resolve your complaint within 15 business days.
- If the complaint is resolved, you will receive a Final Response. The response will include a summary of our investigation findings, actions taken, and any offers of redress, if applicable.
- Holding Response
- If additional time is required, a holding response will be sent within 15 business days to explain the delay and provide an estimated resolution timeline.
- Final Response
- A final response will be provided within 35 business days for UAB B4B Payments Europe clients and within 8 weeks for Payment Card Solution clients of receiving your complaint.
- The response will include a summary of our investigation findings, actions taken, and any offers of redress, if applicable.
Escalation Options
If you are dissatisfied with our final response or if more than 8 weeks have passed without a resolution, you may escalate your complaint as follows:
- For Payment Card Solutions services:
You can refer your complaint to the Financial Ombudsman Service (FOS) free of charge within 6 months of receiving our final response.
You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
- For UAB B4B Payments Europe services:
You can refer your complaint to the Bank of Lithuania free of charge within 1 year of receiving our final response.
Visit: Bank of Lithuania Dispute Resolution
You can submit documents electronically via the electronic consumer dispute resolution system. This ensures a smoother, more efficient and simpler application process.
If you don’t have the possibility to submit an application via electronic consumer dispute resolution system, you can submit a filled in and signed Consumer Application Form via email: prieziura@lb.lt or by registered mail to the Legal and Licensing Department of the Bank of Lithuania, Totorių g. 4, 01121 Vilnius, Lithuania.
We are committed to resolving your concerns promptly and effectively. Thank you for bringing any issues to our attention.
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.
Mastercard
+44 20 3475 5351 (Europe)
+1 604 200 0554 (Americas)
Visa
For cards with a ten digit card code please call +1 833 852 1356 (Americas)
For cards with a nine digit card code please call + +1 855 485 7697 (Americas)
Local call rates apply.
