FAQ's for MasterCard® card

1) Can I use my MasterCard® card as a credit card?
No. The MasterCard® Incentive Award Card is like a debit card, funds have to be available on the card in order to use it.

2) Can I use my MasterCard® card on the internet?
Yes - provided the internet site displays the MasterCard® logo.

3) Can I use my MasterCard® card at an ATM or to obtain cash-back?
No. You cannot use this card at an ATM or in-store to withdraw cash. It can only be used in MasterCard® merchants to pay for goods and services.

4) Can I use my MasterCard® card abroad?
Yes - MasterCard® is accepted at over 25 million locations worldwide.

5) How are transactions abroad shown?
Your transactions will be recorded in local currency, but the amount deducted from your card will be converted to Pounds Sterling at a rate of exchange determined by MasterCard®.

6) I want to buy something for a higher price than the amount available on my MasterCard® card. How do I do this?

You can part-pay for goods and services using your new MasterCard® Incentive Award Card. We recommend that you present your MasterCard® Incentive Award Card as the first means of part-payment and inform the cashier of the exact amount you wish to be debited to your card (which must of course be no more than the available balance). Once this transaction has been accepted you can then pay the balance by any other means (cash or other card).

7) Are there any circumstances in which retailers won't accept my MasterCard® card?

Provided the retailer displays the MasterCard® logo and you have sufficient prepaid balance available on your card then your card should be accepted. However, please note that some merchants may require you to have an available balance which is greater than the value of the transaction you wish to make. You will only be charged for the actual and final value of the transaction you make. Merchants request this as they may need to access more funds than you initially planned to spend. For example:

Hotels and rental cars - As merchants may not be able to accurately predict how much your final bill will be, they may request an authorisation for funds greater than your available balance.

Restaurants - You will need to have an available balance equivalent to the total cost of the meal plus 20%. This is to accommodate any service charge that could be added to your bill.

Self service petrol pumps - Your card cannot be used at self service petrol pumps.

Internet merchants - Certain internet merchant sites will, on registration or at checkout stage, send a request for payment authorisation to verify if funds are available; this will temporarily impact your available balance. Also please bear in mind that many sites won't deduct payment until goods are dispatched so please be aware of these variances on cleared funds when checking your balance and ensure that funds are always available to cover your purchases. In certain circumstances we may decline requests for authorisation for security purposes.

In-flight purchases - Merchants may not be able to authorise your transaction if they cannot obtain an online authorisation from us. Examples include on-board cruise or train charges and some in-flight purchases.

8) How do I find out my current balance and check previous transactions?
Each time your card is credited you’ll receive a credit top up letter informing you of the awards that have been credited to your card.

You can check your balance any time by going on the homepage and choosing your card type then clicking on the ‘Balance Enquiry’ link or by telephoning Customer Services on 01244 625 490.

You can view your previous transactions by going on the homepage and choosing your card type then clicking on the ‘My Account’ link.

9) What do I need to do if I lose my MasterCard® card or it’s stolen?
You must call Customer Services immediately on 01244 625 490. You will be asked to provide us with your card number and some identifying details. You will be liable for any unauthorised transactions that take place prior to you notifying us and these will reduce your balance. If there is a balance remaining on your card, we will replace your card and transfer the last balance onto it.

10) What do I do if a transaction in my account seems to be wrong?
If you think that a transaction is unauthorised or has been posted to your account in error, you may ask us to investigate the transaction by contacting Customer Services within 14 days of the date of the relevant transaction. If the queried transaction is investigated and found to be incorrect the value will be refunded to your account.

11) Do I need to tell you if my name or address changes?
Yes. Please write to us or email us with your new name/address stating your card number, your full name and your old and new address. If your name has changed please send specimens of your old and new signature on a blank piece of paper to the address below.

Edenred (Incentives & Motivation) Ltd
Northgate
The Pavilions
Chester Business Park
Chester
CH4 9QJ

Customer Services: 01244 625 490
Email: CustomerServices-UK-CHR@edenred.com

The MasterCard® Incentive Award Card is managed by Edenred (Incentives & Motivation) Ltd

If you would like details about using the MasterCard® Incentive Award Card for a programme, click on the following link: Further Information Request

This card is issued on behalf of PrePay Solutions Ltd by Clydesdale Bank PLC pursuant to license by MasterCard® International or its affiliates.