Money Card FAQs

The Post Office Money Card is closing:

The Post Office Money Card is no longer on sale and is being closed to existing customers on 10th January 2017.

Why is the product closing?

We are constantly reviewing our product offering and after re-evaluating the Post Office Money Card we have decided to withdraw the current product. 

How do I access my money before the card closes in January?

You can continue to withdraw your money at ATMs and at our Post Office branch counters until the product is closed on 10th January.

My card says it is valid beyond January 2017, can I continue to use it until the date on the card?

Unfortunately not. All cards will stop working on 10th January 2017 regardless of the expiry date written on the front.

 

Will retailers stop accepting my card as it is closing?

Not yet but yes they will on 10th January. Until then all retailers that accept MasterCard will continue to accept your card.

 

Will my card still work in ATMs?

Yes it will, nothing is changing on usage of your card until the closure date of 10th January 2017.

How do I know if I have a balance on my card?

The easiest way to check is to call our automated phone line on (0) 20 7272 1764. You will need your card number and access code. Alternatively you can go in to any Post Office branch and check at the counter. Any remaining funds can also be withdrawn over the counter (standard fee applies).

 

Will I be charged when you close down my account in January?

No, we will not be charging any fees when we close the accounts and we will provide refunds of any remaining balances.

How do I use my Money Card before it closes?

When can I start using my card?

Home delivery cards

If you have applied for the card online or in branch, once you receive the card, you'll need to activate it to receive your PIN and then you can begin using it immediately.

Instant purchase in branch

If you have bought your card instantly from one of our selected branches, you need to activate it and get your PIN from 10:30am the day after purchase. Once you do that you can start using it.

How do I activate my card?

Branch bought cards

Full details of activation are on your welcome letter that came with the card. There are two options available to you:

Call us on 0344 335 0759 or send us a text message (details below)

Note: If you were given your card immediately from the Post Office branch you can activate it from 10:30 am the day after purchase.

Online Purchase

Your card can be activated as soon as it arrives by calling 0344 335 0759 or by sending us a text (details below)

Activating your card by SMS

Send us a text message on +44(0)7797 800035 (providing you have given us your mobile number) as shown below:

Moneycard (space) start (space) your security code (space) last 4 digits of your card number

Example: Assume that your security code is 125467 and the last 4 digits of your Money card are 4587. Therefore, you will text us:

moneycard start 125467 4587

Your security code can be found on the letter within the card envelope

How do I get my PIN?

When you activate your card through the SMS service we will send you your PIN at the same time. Alternatively you can activate your card and get your PIN through our automated phone line.

How can I use my card?

The card can be used in the same way as any debit card. You can shop online, through your phone or on the high street where MasterCard® logo is displayed (except at self-service petrol pumps). The card is Chip & PIN protected so you will be asked to enter your PIN while shopping on the high street.

Can I withdraw cash from an ATM

Yes. Fees will apply depending on which product you hold. Full details can be found on our website and on the Fees & Limits tab.

Please note that overseas ATM withdrawals are only available for verified account holders (see question below What are the differences?).

How can I load money onto my card?

You can visit any Post Office branch and use cash or a debit card or you can log in to your online account on our website and load your card using your debit card. If you have saved a payment card on our website you can also load money via our SMS service (providing you have given us your mobile number).

Top up your card by SMS

Send us a text message on +44(0)7797 800035 (providing you have given us your mobile number) as shown below:

moneycard (space) load (space) the amount you want to load (space) your cvv (space) your security code (space) last 4 digits of your card number

Your security code can be found on the letter within the card envelope

Example: Assume that you want to load £100 to your Money Card that has a security code 125468 and the last 4 digits of your card number are 4587. You will also use your debit card that has a CVV 456. Therefore,  you will text us:

moneycard load 100 456 125468 4587

Why do I need to register my card?

By registering your card you can:

·    View your balance online
·    See your last 6 transactions
·    Top up your Money Card 24/7 using your debit card
·    Activate your Money Card

Additionally, when you are registering your card we will automatically try to upgrade your card by increasing your limit up to £5,000 per annum.

What else do I need to know about the card?

What is my security code?

You will find this code in the letter you received within the card envelope.

You can change this code with a more memorable one once you register your card on our website. This code is required every time you contact our Call Centre or use our SMS services.
 

When will my funds be available?

Load money through the website or through the SMS service

If you load your card through our website or by sending us an SMS, the money will be available instantly.

Load money in branch

If you load your card between 0800 & 1800 Monday to Saturday the money will be available to spend within two (2) hours.

If your load takes place outside of these times the money will be available within three (3) hours. This includes weekends, late nights and bank holidays.

In the unlikely event there is a connectivity issue in the branch, your load will be available to spend by 10:30 tomorrow morning if loaded before 7:00pm, otherwise it will be available the day after tomorrow.

In any of the above cases, details of when the money is available will be printed on the receipt you will be given in branch.

Why isn't my card being accepted?

If your card is not being accepted while making a transaction, please check the following:

  • Check your balance. Do you have enough money on your card to complete the transaction?

Note: if you have a Pay As You Go card, you will need to add a £0.75 fee over and above the amount of the transaction you want to perform, e.g. if the cost of your purchase is £50 then the total amount to be paid would be £50.75 (£50 plus £0.75)

  • In order to complete your face to face transactions you need to enter your PIN number. Are you using the right PIN?
  • If you have forgotten your PIN and you have made three (3) wrong trials your card has been blocked. In this case you need to call our automated phone line so as to unblock your PIN.
  • Make sure that you have activated your card
  • Make sure that your transaction is not exceeding your card limit
  • Make sure that the shop accepts MasterCard cards

Can my card accept Direct Debits?

Currently, you cannot make the following transactions:

  • wages cannot be paid onto the card
  • you cannot set up direct debits
  • the card cannot be used to build your credit history
  • social benefits cannot be paid onto the card

How can I upgrade my Post Office Money Card?

Buying your card online

If you have applied for the card through our website we would have instantly tried to verify your personal details so as to upgrade your card and increase your limit up to £5,000.
In case that was not feasible we have automatically sent you an email, after you have completed your application, informing you that you need to provide us with some additional identification.

Applying or buying your card in branch

If you have applied or instantly bought your card in branch and you wish to upgrade it, you need to register your card. While registering your card we will instantly try to verify your personal details so as to upgrade it and increase your limit up to £5,000.
In case this is not feasible we will automatically send you an email, after you have completed your application, informing you that you need to provide us with some additional identification.

Additional identification

You will be asked to provide us one form of identification from the list A below and one from the list B:

List A

- Valid Passport
- Valid UK Driving License (Full or Provisional)
- Valid National ID card (EEA and Switzerland only)
- Valid Identity Card Issued by Electoral Office in Northern Ireland

List B

- Valid UK Driving License, (if provided in List A, then cannot be provided again in List B)
- Evidence of entitlement to a government benefit
- Housing Association documents
- Current Council Tax Demand
- Bank Statement issued by a regulated financial entity in the UK and issued within the last three (3) months (online copies not accepted)
- A Utility Bill from a recognized Utility firm issued in the UK within the last three (3) months
- Bank Statement or Credit Card statement (not Store cards) issued within the last three (3) months
- Phone Landline bill dated within the last three (3) months

Copies of documents can be sent to Post Office Money Card, PO Box 885, Edgbaston, Birmingham, B16 8BR or email info@postoffice.moneycard.co.uk.

How can I check my balance?

You can log in to your online account or use our SMS service or visit one of our branches. Some UK ATMs will allow you to check your balance although we cannot guarantee it.

If you want to check your balance using the SMS service, send us a text message on +44(0)7797 800035 (providing you have given us your mobile number) as shown below:

moneycard (space) bal (space) your security code (space) last 4 digits of your card number

Example: if your security code is 458369 and the last 4 digits of your card number are 4586, you need to text us:

moneycard bal 458369 4586

How can I change my PIN?

Your new PIN should have 4 digits and you can change it at any UK ATM that supports MasterCard PIN changes.

Your PIN should not be one that someone can easily guess, such as, for example, a number that:

• is easily associated with your telephone number or birth date

• is part of data imprinted on the Card

• consists of the same digits or a sequence of running digits

• is identical to a previously selected PIN

I forgot my PIN. What can I do?

You can retrieve your PIN number by sending an SMS or calling our automated phone line on 0344 335 0759 or +44 20 7272 1764 if calling from abroad to reactivate it.

If you want to retrieve your PIN using the SMS service, send us a text message on +44(0)7797 800035 (providing you have given us your mobile number) as shown below:

Moneycard (space) PIN (space) your security code (space) last 4 digits of your card number

Example: If your security code is 457896 and the last 4 digits of your card are 4578, you need to text us:

Moneycard PIN 457896 4578

Your security code can be found on the letter within your card envelope

I have blocked my PIN. What can I do?

The PIN is being disabled if an incorrect PIN is entered three (3) times. If the PIN is disabled please contact our Call Centre on 0344 335 0759 or +44 20 7272 1764 if calling from abroad to reactivate it.

My card is lost / stolen. What can I do?

If your card becomes lost or stolen you must contact us immediately. Our Call Centre is available for lost and stolen enquiries 24 hours a day and can be reached on 0344 335 0759 or +44 20 7272 1764 if calling from abroad.

Do I receive a statement?

We do not issue a statement for the card. In case you want a paper statement you may contact our Call Centre on 0344 335 0759 or +44 20 7272 1764 if calling from abroad. Fees apply so please visit our website and go to the Fees & Limits tab.

Alternatively you can view your last six (6) months transactions by logging in to your online account or view your last three (3) transactions by sending us an SMS.

View your last 3 transactions by SMS

Send us a text message on +44(0)7797 800035 (providing you have given us your mobile number) as shown below:

moneycard (space) trx (space) security code (space) last 4 digits of your card number

Your security code can be found on the letter within the card envelope

Example: Assume that your security code is 125468 and the last 4 digits of your card number are 4587, you need to text us:

moneycard trx 125468 4587

My card has expired. What do I do?

We reserve the right to renew your card automatically.

If you have not received a new card two (2) weeks before your current card expires please contact us on 0344 335 0759 or +44 20 7272 1764 if calling from abroad. In the meantime you may continue using your current card until its expiration date.

What is the MasterCard SecureCode Service?

It is a free service provided by MasterCard which allows you to protect your card with a personal SecureCode Password which you enter when you shop online at merchants that participate in the Services.

Participating stores will normally display the MasterCard SecureCode logo.

You can use your card in the same way as you do now, but if the site from which you are purchasing goods or services uses Mastercard SecureCode then you will be asked for your MasterCard SecureCode Password before you can complete your purchase.

If you haven’t registered your card in the Services and you haven’t created your password you will be offered the option to do so while purchasing online. If you want to continue your purchase without registering you can do so but keep in mind that you will be able to skip registration only three (3) times when you shop on that specific merchant.

For more info about the Services, please visit the MasterCard website.

What are the differences?

What is the difference between a Pay as you Go and a Pay Monthly card?

The Pay as you Go card is designed for customers with less frequent use of the card and the Pay Monthly card is designed for customers who intend to use their card more regularly.

For example, if you are making seven (7) transactions per month and you have a Pay As You Go card the fees that you pay each month will be 7x£0.75 (fee per transaction) = £5.25 whereas if you had a PAYM card you will be paying £4.95 per month. So, it is better for you to have a Pay Monthly card.

In case you decide that you want to switch between the two types you can do so but only once a month and a fee is applied. Visit our website and go to the Fees & Limits tab.

What is the difference between a card delivered to my home address and a card bought instantly in a branch?

If you have applied online or in branch, the card delivered to your home address is personalised, i.e. it has your name on it.
If you bought your card instantly in branch it will not be personalised.

What is the difference between Money Card and Travel Money Card Plus?

Money Card is a prepaid card in Sterling that is designed to be used throughout the UK.

Travel Money Card Plus is a prepaid card that is available in various currencies and designed to be used overseas.

What is the difference between a verified and non-verified account?

non-verified account is our standard card that has an annual load & spend limit of £750 per annum.

verified account is our upgraded card which has a load limit up to £5,000 and a spending limit up to £20,000 per annum. These increased limits can be given to you once we have successfully verified your personal details.

Regardless of the account type you hold the minimum load amount is £20 and the maximum at any time is £500.

More information about the limits of the two accounts you can find on our website in the tab Fees & Limits.