Contact us

Need to speak with us? We're here to help.

Be sure to check out our help centre first.

• Email us

  Email us at cardservices_prepaid@mastercard.com

  In the interests of security we will not be able to discuss certain subjects by email. Please call our 24 hour Card Services Team, they will be able to assist you in relation to the following:

  • Lost or stolen cards
  • Queries regarding transactions on your account or balance enquiries
  • PIN assistance
  • Guidance setting up your card account online
  • Help with forgotten username and/or passwords
  • Card and account activations
• Calling from outside the UK?

  Free to call Card Services numbers

  Country	Free phone number†
  Argentina	0800 666 0026
  Australia	1800 098 231
  Austria	0800 293 724
  Bahamas	1800 389 0523
  Belgium	0800 77 228
  Brazil (from landline)	0800 892 3560
  Brazil (from mobile)	+55 21 3956 9200
  Bulgaria	800 116 1169
  Czech Republic	800 143 722
  Chile	123 0020 7887
  China (North)	10 800 712 2683
  China (South)	10 800 441 1345
  Costa Rica	800 015 0605
  Croatia	0800 223 179
  Cyprus	800 96 361
  Denmark	808 84 857
  Dominican Republic	1888 156 1388
  Estonia	800 011 1359
  Finland	0800 918 279
  France	0800 916 940
  Germany	0800 181 4595
  Greece	00800 4413 1532
  Hong Kong	800 966 321
  Hungary	0680 018 878
  Iceland	800 98 78
  India	000800 100 7960
  Indonesia	1 803 0441 1368
  Ireland	1800 535 564
  Israel	180 943 1521
  Italy	800 789 525
  Japan	00531 780 221
  Latvia	800 03 736
  Lithuania	880 031 068
  Luxembourg	800 28 166
  Malaysia	1800 814 933
  Mexico	800 288 9868
  Monaco	800 93 677
  Netherlands	0800 023 3935
  New Zealand	0800 444 691
  Norway	800 14 326
  Philippines	1800 1442 0143
  Poland	00800 441 2460
  Portugal	800 880 501
  Puerto Rico	1 877 465 0085
  Russia	810 800 2500 2044
  Singapore	800 441 1379
  Saudi Arabia	800 844 2790
  Slovakia	800 001 684
  South Africa	0800 982 674
  South Korea	00798 4434 1279
  Spain	900 958 973
  Sweden	020 796 949
  Switzerland	0800 834 918
  Taiwan	0080 104 4292
  Thailand	001800 442 212
  Trinidad & Tobago	1 800 203 0194
  Turkey	00800 4463 2089
  Uruguay	000 413 598 3672
  USA / Canada	1 877 465 0085
  Venezuela	800 100 8565
  Other countries	+44 207 649 9404††

   

  ^† There may be a charge for calls to these numbers, if phoning from a hotel or mobile phone.

  ^†† Please remember to add the international prefix of the country you are in at the beginning of this number (in most cases this is 00, for example 0044 207 649 9404). Calls to this number are not free of charge.

• Calling from within the UK?
  • UK - 0800 056 0572
• Call using the national relay service for people with hearing and speech difficulties.

  - To find out more about using the relay service, please visit Relay UK – homepage | Relay UK (bt.com)

• Dispute a transaction

  If you find a transaction that does not look correct, please contact Card Services immediately, who can lodge a dispute on your behalf.

  To notify card services of any unauthorized or disputed transactions, simply:

  1. Complete the dispute claim form located here
  2. Click here to email us
  3. Call us - select Calling from within or outside the UK above

  Please provide as much detail as possible when filling out the dispute claim form. This will help us to assist you with your dispute as quickly as possible. You can use My Account to log in and check the details of the transactions you want to dispute.

  We will send a response to you within 10 working days of receiving your query.

• Lodge a complaint

  If you would like to raise a complaint, please contact us. For more information, please refer to our complaints procedure.