What is a TrustPay Prepaid MasterCard card?

TrustPay Prepaid MasterCard card is a commercial prepaid card, i.e. it can only be used by TrustPay´s corporate clients. The card is denominated in EUR.

It is not a credit card and carries no credit limit. It is like a debit card but it needs to be loaded first to a predefined amount and it then can be re-loaded as and when required. You will only be able to make purchases with the card when there are sufficient funds on your card and you will not be able to spend more than this amount.

How can I get my TrustPay Prepaid MasterCard?

Firstly, you need to be an already existing TrustPay client with a corporate account. If you are meeting this condition you may submit the card application form that can be found in TrustPay Internet Banking in part “Prepaid cards – Requests”.

If your request for a prepaid card is approved, you will soon receive the card by mail.

How do I learn that my request for a prepaid card has been approved or declined?

You will receive a message through your Internet Banking. Please, check your inbox under the tab “Messages”.

Can I order a card for my employees?

Yes, you can order another card for your employees; these supplementary cards will be connected to the same TrustPay corporate account. Each card has its own card account where you can monitor its balance.

When will I receive my card?

Your card will be delivered to you by regular post. The card is sent from the UK and depending on where you live, this may take 5 to 10 business days. The card will be sent to the address you entered into the application form.

If you do not receive your card within this time frame, please contact our customer support.

Are there any fees for using my card?

Yes, there are fees associated with using your card at POS terminals or withdrawing cash from ATMs. For the complete list of fees please see the Terms & Conditions for Prepaid card here.

Are there any limits related to my TrustPay Prepaid MasterCard?

Yes, please see the list below:

 

LOADS AND LIMITS
Initial Load Minimum €50,00
Initial Load Maximum €5000,00
Minimum Reload €50,00
Maximum Reload €5000,00
Maximum POS daily spend €10 000,00
Max loads per day 3
Maximum ATM daily Withdrawal €1 000,00
Max Load Amount Per Day €5000,00
Maximum Card Balance €20 000,00

 

I have received my prepaid card, now what do I do?

Please, follow the instructions in the accompanying letter that you have received with your card.

How will I get my PIN?

When your card is delivered to you there will be an accompanying letter with further instructions in the envelope. After you activate the card in your internet banking send an SMS in this format “PIN (space) the last 8 digit of your card” (e.g. PIN 12345678) to the phone number written in the letter.

Important! Your card is registered together with a mobile phone number that you entered into your card application. Please use this same phone number for PIN request as well as for PIN reminder when you forget your PIN. The PIN will not be sent to any other phone number!

In case you have changed your mobile phone number please inform us immediately so that we can change your settings.

Can I change the PIN assigned to me?

You may change your PIN on an ATM supporting this function.

I have forgotten/lost my PIN number, what do I do?

If you have forgotten or lost your PIN, please, log into your TrustPay account and in the Prepaid Mastercard menu select PIN reminder.

Important! PIN reminder will only be sent to the mobile phone number that you entered into your card application.

Will I receive the card statement?

No, you will not be sent a card statement. To view your card transaction history, please log into your account and select “Prepaid cards – My cards”.

What should I do if my card is lost or stolen?

Please, log into your account as soon as you find out and in the Prepaid Mastercard menu select Lost or Stolen. This way, we will be notified and your card will be permanently blocked. We will then arrange for a replacement card to be sent to you.

How long will it take to replace the card?

It normally takes 5 – 10 working days. Your funds will be automatically transferred to the new card.

What happens if I change my address?

You must notify us immediately.

How do I load funds to my TrustPay Prepaid MasterCard?

You may only fund your prepaid card from your TrustPay account.

Please, login to your account, go to “Prepaid Cards – My Cards”, select the Account and the card, and then you can load funds via section Load card.

Where can I use my card; are there any limitations to its use?

You may use your card when shopping online; making hotel or car reservations; paying at POS terminals; withdrawing money at ATMs. However, there are some merchant places where use of the prepaid card is not permitted, such as buying online adult content, automated fuel dispensers; gambling; and dating and escort services. Also, using of your prepaid card is limited by the amount of the funds you have on the card.

Does my card ever expire?

Yes, you can find the expiry date on the front of your card. If your card is about to expire, please, contact us and request the new card. Any balance remaining on the card will be transferred to the new one before it is despatched to you.

What happens if I no longer want to use my prepaid card?

If you wish to cancel your prepaid card or no longer wish to use it then contact Trust Pay support. Any remaining balance on your card will be transferred back to your account after the card is terminated.

What if the amount of my purchase is more than my available balance?

In this case, your purchase will be declined. You will have to reload your card.

Is the card safe and secure to use?

As with all credit and debit cards you use, every precaution needs to be taken to keep the card safe and your PIN secure. The prepaid card aims to reduce the need to carry or hold large amounts of cash.

Is my money safe?

The issue of electronic money is regulated by the Electronic Money Regulations 2011 which implement the second EU Electronic Money Directive adopted by the European Parliament and the Council of the European Union in September 2009.

Trust Pay maintains all necessary arrangements required to minimise the risk of the loss of our customers’ funds through fraud, misuse, negligence or poor administration. In addition, we have effective risk management procedures and adequate internal control mechanisms.

How do I get help if I have questions about my card?

If you have questions related to your card, please contact our customer support.. Please note that we have no 24/7 customer support service.

IMPORTANT: DO NOT send us your full card details such as card number and expiration date in an email due to security reasons!

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