Via Money eccount

Will I pay any fees if I do not use my PAYG card/eccount?

If your PAYG card/eccount is inactive for a period of 30 days or more, you will incur a £1 fee the following month.

How much does my Via Money eccount and MasterCard^® prepaid card cost?

It costs only £14.99 to buy a Via Money Card online or from our call centre.

Where can I find a list of the fees I will be charged?

You’ll find the Fees & Charges listed here on the website, in our Information Booklet, User Guide and in our terms and conditions. You can also call Customer Care for a copy.

Will there be any other extra charges?

All of our fees and charges are set out on our website, we will advise you in advance of any changes that may affect you.

Will I be charged or paid interest?

No. Your Via Money Card is subject to e-money regulations which rule out interest charges on this type of product.

Will I pay any fees if I do not use my PAYG card/eccount?

If your PAYG card/eccount is inactive for a period of 30 days or more, you will incur a £1 fee the following month and every month thereafter until your eccount becomes active again.

How do I get my PIN?

Just call our secure automated PIN retrieval service and follow the 5 easy steps:

1. Call 020 7070 4902
2. Enter your eccount number
3. Enter the last 4 digits of your card number
4. Enter the 4 digit secret number that you provided at the point of registration.
5. Memorise the PIN that is read out by our automated system.

Can I change my PIN?

It makes good sense to change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATM machines in the UK. All you do is insert your Via Money Card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will pop-up on the screen.

How do I activate my card?

Your Via Money MasterCard^® prepaid card is automatically activated when we send it out to you.

Can I use my card immediately?

You can once it's topped-up. You can then use it to pay for whatever you like wherever you see the MasterCard^® acceptance mark.

How do I get additional Via Money Cards for my family, dependants or friends?

It’s as simple as buying them online and activating them. You can have multiple cards for your friends and family on your Via Money eccount and it’s very easy to manage them. Find out more.

How do I Top-up my Via Money Card?

We’ve made topping-up as simple as possible. You can Top-up online using a credit or debit card, have your salary paid directly into your eccount or top-up via a bank transfer.

Cheques cannot be used to load your Via Money MasterCard^® prepaid card.

Where can I withdraw cash?

You can get cash at any ATM that carries the MasterCard^® acceptance mark. There are over 1.2 million ATMs worldwide. To find one, just use our ATM locator.

How much cash can I withdraw with my card each day?

The maximum amount you may withdraw per day from ATMs in the UK is £500. If you’re withdrawing cash from an ATM abroad the maximum withdrawal amount is subject to the country’s limits.

Can I use my Via Money Card to get cash from a bank counter?

No, but you can use an ATM.

Can I use my Via Money Card to make purchases?

Yes, as long as you have sufficient balance on your card, you can shop online, by phone, mail order and in-store.

Are there any outlets where I may not be able to use my Via Money Card?

You may not be able to use your Via Money MasterCard^® prepaid card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.

What name and address do I use when making purchases online?

You should always use the name and address that you have registered with.

What address should I give when I purchase goods online, by mail order or by phone?

The billing address should be the address registered by the primary cardholder even if you’re the authorised user.

What is a pre-authorisation?

A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take a few days for you to receive the balance as a refund into your eccount.

Can I Use my Tuxedo Card to guarantee payments or make reservations?

If you are using you card for car hire, hotel reservations, general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request.

Some businesses - Car Hire and Hotels in particular - may block more funds than you expect to use and this will affect the available balance on your card. The blocked funds will not be available to you to use until the final bill has been settled and cleared via MasterCard. Usually the unspent amount is made available for use within a day or two of payment, however in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited.

Will my Chip and PIN card be widely accepted abroad?

Yes, your card will be accepted abroad.

Note: most merchants throughout Europe should be able to accept a Chip and PIN card by 2010. As many cards issued in the USA are Magstripe cards only, ie. do not have a Chip, you may be asked to sign for your purchase without entering your PIN. Merchants may also require some form of photographic identification (eg. passport) before accepting your card.

ATMs in America accept PIN verification for both Chip and PIN and Magstripe cards.

How do I check the available money on my card?

It’s a good idea to keep checking how much there is on your Via Money eccount and you can manage your money very easily, distributing just what you need to your MasterCard^® prepaid card(s). This is a really great way to ensure you keep your money safe. Find out more about managing your money with the Via Money eccount.

If you have registered your mobile number with us, text BAL to 80777 or +44 778 1474 776 if texting from overseas to get a text with your available balance on it. You can also check your balance online, by using the Mobile eccount service direct from your mobile phone or by calling our automated service on 020 7070 4912 (from overseas dial +44 20 7070 4912).

Checking balances on other cards you may have on your eccount is easy too. Find out how here.

How are my transactions authorised?

Retail outlets request authorisation via MasterCard^® and Maestro^®. We’re linked to MasterCard^® and Maestro^® via a processor that will verify that you’ve enough money available in the sealed eccount that you hold with us. If there isn’t enough on your card, the transaction will be declined. If approved, the money is paid over to MasterCard^® from the sealed eccount for settlement to the Merchant. At all times, only you or a designated person can see the balance available on your eccount.

What if I want to cancel a transaction or card authorisation?

If you decide to cancel a transaction that has already been authorised, it may take a few days before your money can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.

When are transactions declined?

Transactions can be declined if the retailer can’t verify online that you’ve enough money in your eccount to cover the value of the transaction – including applicable charges – that you’re making.

What do I do when my Via Money prepaid card expires?

We’ll be in touch, before the expiry date on your card, to confirm whether you require a FREE replacement card.

How do I close my eccount?

Simply call Customer Care on: 0845 241 4288 or from overseas dial +44 (0)20 7096 9439.

Any questions or queries?

If there’s anything else you’d like to know about the Via Money eccount and MasterCard^® prepaid card, just contact Customer Care, 9am – 6pm, on: 0845 241 4288 or from overseas dial +44 (0)20 7096 9439.

A safe alternative to cash

One of the great things about the Via Money eccount and MasterCard^® prepaid card is that it provides security and peace of mind. Using your card is a safe alternative to carrying cash. However, we recommend that you take as much care of your card as you would with your cash. It’s truly a comforting thought - access to your money in a wide number of places across the globe for day-to-day purchases. You can also rest assured that when you use your card abroad, you’ll have card acceptance and cash access at shops, restaurants and cash machines around the world. Look out for the MasterCard^® acceptance mark.

Your PIN

• Memorise your Via Money Card Personal Identification Number (PIN).
• Never write down your PIN or store it in the same place as your card.
• Don’t reveal your PIN to anyone, except a nominated user. If you do, the PIN must be communicated discreetly and then destroyed.
• If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
• For additional security, when using a cash machine, shield the screen and keypad.

Online security

Internet shopping is easier and safer than ever before using your Via Money prepaid card and most well-known retailers run sites that are very safe and highly secure.

You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.

In-store

You can use your Via Money MasterCard^® prepaid card at over 25 million locations worldwide displaying the MasterCard^® acceptance mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.

Lost or Stolen

If you lose your card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4278 or +44 (0)20 20 7101 6599 if overseas. We’ll cancel your Via Money MasterCard^® prepaid card and issue you with a replacement within 7-10 days.

You can also send us a text with LOST or STOLEN to 80777 to report your card lost or stolen. This card service is available if you have registered your Mobile number with us. Find out more.

Peace of mind

Your card is PIN protected. You shouldn’t reveal your PIN to anyone, except when sharing your card abroad with a nominated user. If you do, the PIN must be communicated discreetly and the nominated user must not reveal the PIN to anyone else.

You will never be asked for your PIN by Via Money Customer Care.

Phishing

We will never send an email to a customer requesting security or any other confidential information about the Via Money MasterCard^® prepaid card. If you receive an email claiming to be from Via Money or Newcastle Building Society (NBS) with a link to what appears to be Via Money or Newcastle Building Society website, do not enter your personal or eccount details. Via Money and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or Newcastle. Never reply to any such emails or disclose any personal information on such websites.

If you think you’ve received a fraudulent email that looks like it’s from Via Money or Newcastle Building Society, please forward the entire email including the header and footer to security@viamoneyprepaid.co.uk and then delete it from your email account.

When can I contact Customer Care?

You can contact Customer Care 24 hours a day by sending an email or alternatively call between 9am and 6pm 7 days a week.

Am I charged for contacting Customer Care?

Calls to Customer Care will be charged for by the service provider that you use to make the call - some calls however may be free on certain tariff plans. For your call charges, please check with your service provider.