Frequently asked questions

Using your card

Where to use my card

How to top up, check your balance or view transactions online

How to top up, check your balance or view transactions via SMS

Altering your personal details

Purchasing a card

Using your Card
How long will it take for my card to arrive?

If you purchase your card online it will be sent by First Class post and arrive 6-8 days after your order. If you purchase a card in a Post Office® branch it will be given to you immediately.

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When can I start using my card?

You can start using your card as soon as you have activated it and retrieved your PIN.

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How and when do I activate my card?

Your card is activated by calling our contact centre on 0344 809 4564 or +44 20 7600 7797 if calling from abroad.
If you purchased your card online you can call to activate it as soon as you receive it through the post. If you purchased your card in a Post Office® branch you can call to activate it from 10.30am the day after purchase.

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How do I get my PIN?

Call us on 0344 809 4564 or +44 20 7600 7797 if calling from abroad and select option 1. Your PIN can be retrieved from 10.30am the day after you purchase your card.

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How do I change my PIN?

Your PIN can be changed by visiting any cash machine in the UK that accepts MasterCard®.

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What happens if I have forgotten my PIN?

You can retrieve your PIN by calling our contact centre and selecting option 1.

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Where do I find my access code?

Your original access code is under the card on the welcome letter you received. If you have registered online you will have changed this to a more memorable number.

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

Call us immediately on 0344 809 4564 or +44 20 7600 7797 if calling from abroad. We will immediately block the card and arrange for a replacement to be sent to you. A courier fee will apply if the card is sent overseas.

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Can I go overdrawn on the card?

Your card can only be used in merchants who authorise transactions immediately. This means you can only spend what you have loaded on to the card.

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Can I apply for extra cards on my account?

This is currently not available on Travel Money Card Plus.

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Can I hold cards in different currencies?

You can hold a maximum of 2 cards in each currency but the overall limit you can hold across all cards is £5000. You can only hold additional cards once we have verified your details online.

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Can I have a joint account?

This is currently not available on Travel Money Card Plus.

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How do I cancel my card / account?

Your card / account can be cancelled at any time by calling our contact centre on 0344 809 4564 or +44 20 7600 7797 if calling from abroad.

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How do I upgrade my card if I wish to top-up more on my card?

If you purchased your card in a Post Office® branch you will have a limit of £750. This can be increased by registering your card on our website and successfully passing an identification and address verification check. Your holding limit will increase to £5000.

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Do I receive a statement?

No, we do not issue statements on Travel Money Card Plus although you can view your last 12 months of transactions in the "your account" section of the website.

Where to use it

Where can I use my Travel Money Card Plus?

Your card can be used anywhere you see the MasterCard® Acceptance mark. This includes retailers, cash machines and the internet.

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Can I use my card to make purchases online?

Your card can be used to shop online (within the limits and restrictions of your card) at any retailer displaying the MasterCard® Acceptance Mark. For your security you may be asked to provide the security code that's printed on the signature strip on the back of the Card. We also use MasterCard® Secure Code to protect you.

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Can I use my card at cash machine / ATM?

Your card can be used in over 1.5 million cash machines around the world where the MasterCard® Acceptance mark is displayed.

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Will it cost me anything to draw cash from a cash machine/ATM?

We will charge you a set fee for using your card in a cash machine. £1.50 on a Sterling card, ¿2 on a Euro card and $2.50 on a US Dollar card. Some cash machines may also charge a fee, which is usually advised to you before you use the machine.

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What happens if I don't spend all of my money while on holiday?

Your Travel Money Card Plus is valid for up to 3 years and the balance will remain on the card until you ask us to redeem it to you. You can use the card at retailers in the UK that display the MasterCard® Acceptance Mark, withdraw the money from a cash machine or simply save it for your next holiday. If you wish to redeem your money call our contact centre. A cross border fee may apply when using non-Sterling cards in the UK.

How to top up, check your balance or view card transactions online

How do I top up my Travel Money Card Plus?

You can top up your card 24 hours a day, 365 days a year online, via SMS(see 'How to top up, check your balance or view your card transactions via SMS'for details) or over the phone on 0344 809 4564 or +44 20 7600 7797 if calling from abroad. You, or somebody on your behalf, can also top up and any of over 3000 participating Post Office® branches in the UK.

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How much can I top up on to my card?

You can top up your card to your maximum holding limit.

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How long will it take for my top up to be available to spend?

All branch top ups will be available from 10.30am the day after the transaction.

Top ups via SMS, online or through the contact centre will be available almost immediately.

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How do I change my registered card for topping-up my Travel Money Card Plus?

Your registered card number can be changed in the "your account" section of the website.

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Can someone top-up my card on my behalf?

Anybody can top up your card by visiting one of over 3000 participating Post Office® branches providing they have the 16 digit card number.

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How do I check my balance?

You balance can be viewed 24 hours a day on the "your account" section of the Travel Money Card Plus website, via SMS or by calling our contact centre on 0344 809 4564 or +4420 7600 7797 if calling from abroad.

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Can I check my balance on a cash machine / ATM?

Some cash machines will let you check your balance but we cannot guarantee it. Your balance can be checked online, via SMS or over the phone.

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Can I check my transactions?

You can check your recent transactions on the "your account" section of the Travel Money Card Plus website or by calling our contact centre on 0344 809 4564 or +44 20 7600 7797 if calling from abroad. Your last 3 transactions can also be received by SMS.

How to top up, check your balance or view your card transactions via SMS

What SMS options are available to me?

You can top up your card, check your balance or view your transactions by SMS.

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What is the number I need to use for SMS and what information do I need to send?

The number to send your SMS to is: 0044 7797 800035.

Please ensure you leave spaces as shown in the example below.

To top up your card, text postoffice / load / amount required / CVV (found on the back of your card) of payment card / your access code / last 4 digits of your travel money card.

Example: To load £200 on to your Sterling card text: postoffice load 200 777 123456 4520

All SMS load requests are in the currency of the card, for example, sending 200 on your US Dollar card loads $200.

To check your balance, text postoffice / bal / your access code / last 4 digits of your travel money card.

Example: postoffice bal 123456 4520

To check your last 3 transactions, text postoffice / txn / your access code / last 4 digits of your travel money card.

Example: postoffice txn 123456 4520

Your mobile phone must be registered to your online account before you can use SMS servicing. Top ups can only be completed if you purchased or have already topped up via the website.

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How do I register my mobile phone for SMS servicing?

Your phone number is registered as part of registering your card on our website.

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How do I change my mobile number for SMS servicing?

Your mobile number can be changed in the "your account" section of the website.

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How much does a text message cost when using the service abroad?

We will not charge you to for sending a SMS but standard network rates will apply. We suggest you check with your mobile provider regarding overseas roaming charges.

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Will I be charged for receiving text messages abroad?

We will not charge you to recieve texts whilst abroad, but please be aware that your telephone provider may charge you to receive texts if you are outside of Europe.

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How do I stop receiving text messages?

To stop receiving specific messages that are sent to you hit reply and send "postoffice stop"

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How do I stop receiving all text messages?            

To stop all messages coming through to you send a SMS saying "postoffice stop all" to 0044 7797 800035

Altering your personal details

How do I update my personal or contact details?

You can change your details on our website. Please make sure you keep us fully informed of all changes to your personal details, especially your mobile number and email address.

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How do I change my e-mail address?

Your email address can be changed in the "your account" section of the website.

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How do I change my mobile number for SMS servicing?

Your mobile number can be changed in the "your account" section of the website.

Purchasing a card

How old do I need to be to apply for a card?

Applicants must be at least 18 years old.

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How do I apply for a Travel Money Card Plus?

You can apply for a card online by completing the online application form or in person by visiting one of over 3000 Post Office® branches offering the card.

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Can I purchase a card for my child?

You cannot apply for a card for a third party. Your child can apply for their own card as long as they are over 18 years of age.

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What ID do I need to purchase a Travel Money Card Plus?

You will need a UK driving licence or passport to purchase the card. Details will need to be provided online or presented at time of application in a Post Office® branch.

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What currency of card should I purchase?

We recommend that where possible, you purchase the Travel Money Card Plus in the currency of the destination you are travelling to. If you are travelling to a country that we do not offer cards in that currency we recommend you purchase a Sterling (GBP) card.

All cards will work in all countries however; a cross border fee will be added to all transactions carried out outside the country of the currency on the card.

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Will I have to go through a credit check when applying for a card?

To apply for a non-restricted accountwe will need to sufficiently verify your name and address. This is not a credit check.

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Will I be charged for using my credit / debit card to purchase a Travel Money Card Plus?

Your card issuer may charge you a cash advance fee for using your credit / debit card to purchase a Travel Money card Plus. Please check with your card issuer.

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