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Common questions about Cash Passport

Single Currency Cash Passport FAQs

  • Why has the My Account log-in page changed?

    We have upgraded our system, which means that you will see a new log-in page, where you will now be prompted to enter the first 6 digits of your Cash Passport card number. As security is our top concern, we want to make sure that you know that the new My Account log-in page is a genuine website page.

  • How does Cash Passport work?

    Cash Passport is a Mastercard® prepaid currency card. You “load” your travel money onto it in advance (at a participating Purchase Location in Brazil – see below) and then use it at millions of ATMs and merchants across the world, to access your money quickly and safely.

    For a list of Purchase Locations in Brazil, please click here.

    Even with a zero balance, your Cash Passport is still valid (until the expiry date on the front of the Card), and you can reload it for your next trip anytime. Just take your Cash Passport, your CPF ID, a valid photo ID and payment to the branch where you first purchased it, and they will reload the Card for you. Your Cash Passport is valid for five years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card. 

  • I cannot register on 'My Account', what could be the problem?

    Please note that the 'My Account' system does not recognize certain language characters or accent letters.

    If your name or details contain one or more accent letter(s) or symbol(s), for example ç, ã, õ or é, please typ the letter without the accent: c, a, o or e.

    Please contact Card Services for further assistance, if you still experience problems with your 'My Account' registration, after typing your details without the accents.

  • How secure is Cash Passport?

    Mastercard® Cash Passport is chip & PIN protected, for even more security. To reduce the threat of fraud, Cash Passport doesn’t reveal any Personal Information and is completely separate from your bank account.

    For more information about card security please click here

  • What are the fees and limits of Cash Passport?

    Please click here for details of the fees and limits for your Mastercard® Cash Passport.

  • What currencies can I load on my Cash Passport?

    A Cash Passport purchased in Brazil can only be loaded with Real, after which the amount loaded will be converted to the currency of your Card.

    Cash Passport is available in US Dollars, Euros and GBP Sterling.

  • Where can I use the Card?

    You can withdraw local currency from ATMs worldwide, displaying the Mastercard® Acceptance Mark. To find your nearest ATM please click here.

    Alternatively, you can use the Card to pay directly for goods and services in-store or online at merchants.

    No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency*. The system will automatically convert your stored currency to the local one. For example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America. Transactions in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by Mastercard on the day the transaction is processed, increased by 5.5%.

    *RESTRICTIONS

    There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries or regions, your request will be declined and the reason given as 'Decline, prohibited country'. The countries and regions currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea. 

  • Can I use my Cash Passport to shop online?

    You can use your Cash Passport to shop online (within the limits and restrictions of your Card) at merchants worldwide. 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.

    Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

  • How do I reload my Cash Passport?

    Even with a zero balance, your Cash Passport is still valid (until the expiry date on the front of the Card), and you can reload it for your next trip anytime. Just take your Cash Passport, your CPF ID, a valid photo ID and payment to the branch where you first purchased it, and they will reload the Card for you.

    Your Cash Passport is valid for up to five years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card.

  • How do I register my Card online?

    Click on the link for ‘Login to My Account’ at the top of the page then select your card type.

    You will be taken to another screen, where there will be a ‘register you card’ link. Please follow the prompts to register your card online.

  • How can I check my balance and view my transaction history?

    You can manage these everyday aspects of your Cash Passport online, as soon as you’ve registered online at ‘My Account' (see question above), or you can call one of the Card Services numbers.

    Please note that you cannot change your PIN.

  • What do I do if I find an incorrect transaction on my Card?

    If you have any queries about your Cash Passport balance or you notice a Card transaction that you do not recognize, please notify the 24 hour Card Services team as soon as possible and in any event within 60 days of the transaction debit date. They will be happy to check and confirm the transaction details for you.

    If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognized transaction, or to complete a Dispute Claim Form (See Terms and Conditions for further information).

    Please help them to help you by providing as much information as you can. It is recommended that you check your transaction history and Card balance at least once a month.

  • How can I contact Card Services?

    Details of how to contact the 24/7 Card Services team are available here.

  • What if my Cash Passport does not work at the ATM?

    Cash Passport should work in any cash machine displaying the Mastercard® Acceptance Mark. If it doesn’t, the Card may be faulty and you can get 24/7 help via the Global Assistance numbers.

    Please note, if an ATM screen prompts you to choose ‘which account’, it is recommended that you choose the ‘Credit’ option.

    You can only withdraw cash from an ATM up to the available balance on your Cash Passport and if the amount is within the ATM’s issuing limit.

  • What if the ATM asks for a six digit PIN?

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted if the ATM has been set-up correctly in compliance with Mastercard regulations.

    If you need assistance with any PIN issues, please call Card Services.

  • What if my Cash Passport is lost, stolen or damaged?

    Lost, stolen or damaged Cards must be reported to Card Services immediately so that your travel money is protected.

    The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Cash Passport is damaged, lost or stolen, call Card Services straightaway and they will cancel it. Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability2.

    2 The emergency cash service may not be available in every country - depending on the availability of the money transfer network.

    Please click here, to find details on how to contact the 24/7 Card Services helpline by phone.

    If you notice any transactions on your Cash Passport that are incorrect or that you don't recognise, please call the 24 hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.

    Additional Card

    If you have two Cards linked to the same funds and you lose one of them, you can still access your travel money by using the other Card. Please be aware that you must still call Card Services immediately so that they can block the lost Card. You should also make sure that you keep your PIN separate from the Additional Card at all times. 

    If both your Cash Passports are lost, stolen or damaged, Card Services can arrange for a Replacement Card, and, if necessary, start the procedure for disputing unauthorised transactions. In an emergency situation they may arrange for funds, up to the available balance on your Card, to be sent to you via a global money transfer network, free of charge and usually available within 2 hours (up to 24 hours in more remote locations) and subject to availability in the relevant location.

  • What if my Card balance isn't sufficient to buy something?

    If the merchant supports it, you can use your Cash Passport to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want to be deducted from your Card. The cashier should process your Cash Passport payment first, and then accept the remainder of the balance in whichever way you want to pay it.

  • What if my Card is declined in a shop?

    Please see question below titled What if you’re having a problem using your single-currency Cash Passport?

    Be aware that some merchants, such as restaurants and car hire companies, may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.

     

  • What is pre-authorisation?

    In some places (usually hotels or for car hire) you may be asked for your Card as “pre-authorization” of your final payment. It is not recommended to use your Card as a guarantee of payment for hotels, car hire, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Card to settle your final bill.

  • What are Dynamic Currency Conversion payments?

    Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency.

    If you make a purchase or ATM withdrawal in a country where the local currency is the same as the currency on your Cash Passport (e.g. using a US Dollar Cash Passport in the USA) and you opt in to a DCC service, this may result in a foreign exchange transaction at additional cost to you. If you wish to avoid this risk, you should opt out of the DCC service and choose to pay in the local currency. DCC can also be applied to any domestic debit or credit card when used abroad.

  • Can I get cashback with my Cash Passport?

    No, cashback is not available on Cash Passport.

  • When my Cash Passport expires, what do I do?

    If you are planning to travel again but your Cash Passport has expired, just take your Card, your CPF ID and your photo ID to the branch where you first purchased it and ask for a new card to be issued.

    Alternatively, if you’re not planning to travel but your Cash Passport has expired, you can ask for your funds to be cashed out and refunded to you. Please see you Card Terms and Conditions,or enquire at your initial participating purchase location for more information.

  • How do I close my Cash Passport?

    If you would prefer not to keep your Card at the end of your trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from an ATM, displaying the Mastercard® Acceptance Mark.

    Alternatively, you can cashout the balance at the location where you bought the Cash Passport from.

  • Do I receive paper statements?

    We don’t normally provide paper statements, but you can check your Card balance and recent transaction history by registering your Cash Passport on ‘My Account’ and print those details at your convenience.

  • How do I purchase an Additional and/or Secondary Card?

    Please contact your purchase location.

  • What if you’re having a problem using your single-currency Cash Passport?

    If you have a problem using your card, here are the things you should check first.

      1. 1. Check you have enough money on the Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.

      2. 2. Check you are using the correct PIN. You can get a PIN reminder at any time by calling Card Services (insert link to numbers) and selecting the PIN option.

      3. 3.Check that the merchant you are purchasing from or the ATM accepts Mastercard®.

      4. 4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. Check that you have not exceeded the maximum daily amount that you can spend. In addition, some ATMs may have their own limits.

    Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

Multi-currency Cash Passport FAQs

  • How does Multi-currency Cash Passport work?

    Multi-currency Cash Passport is a chip and PIN protected prepaid Mastercard® currency card. You load your travel money onto it in advance in up to 6 different currencies, and then use it in millions of ATMs displaying the Mastercard® Acceptance Mark to access your money quickly and safely.

    You can also pay for goods and services online and in store, wherever Mastercard is accepted.

  • How do I change my PIN?

    It is not possible to change your PIN on a Multi-currency Cash Passport, however, you can call Card Services at any time for a PIN reminder or by selecting the 'PIN reveal' option in My Account.

  • How protected is Multi-currency Cash Passport?

    For even more security, the Multi-currency Cash Passport is chip and PIN protected.

    To reduce the threat of fraud, your Multi-currency Cash Passport is not linked to your personal information and is completely separate from your bank account.

  • What are the fees and limits of the Multi-currency Cash Passport?

    Please click here for full details of the fees and limits.

  • Where can I use the Multi-currency Cash Passport?

    You can withdraw local currency from ATMs worldwide, displaying Mastercard® Acceptance Mark. To find your nearest ATM please click here.

    Alternatively, you can use the Card to pay directly for goods and services in-store or online at merchants.

    No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America. Transactions in a currency other than the Currency of the Card, or where there are insufficient funds on your Card in a Currency to cover the whole transaction, will be exchanged to another Currency(-ies) on the Card in the order or priority, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by 5.5%.

    RESTRICTIONS

    There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your Card at shops, restaurants, hotels and online in any of these countries or regions, your request will be declined and the reason given as 'Decline, prohibited country'. The countries and regions currently affected are:

    Iran, North Korea, Sudan, Syria and Crimea.

     

  • What if I don’t have enough of the currency I need?

    The great flexibility and added functionality of Multi-currency Cash Passport means that as long as you have more than one Currency loaded, the Card will automatically select the next available currency in the following order: US$, EU€, GB£, CA$, AU$, NZ$. The search will automatically begin from US$.

    If you do not have the Currency of the country you are visiting on your Card at all you can still use it to make a payment. The Multi-currency Cash Passport will automatically convert the currency of the Card into local currency in the order described.

    For example, if the you have the following Currencies loaded onto your Card; US$100, EU€10, GB£250, NZ$50, you are in France and wanted to make a purchase for EU€20, the Card will automatically check the currencies on the Card, starting at EU€ (being the relevant local currency) and then US$, from which to fulfill the remaining EU€10 in order to authorise the transaction. If US$ aren’t available, the Card will move along the list until it finds an available Currency from which to deduct payment. You do not need to have the total amount required for the transaction in a single Currency as long as the total amount of all your converted Currency balances is greater than the relevant amount.

    Please note that any transactions in a currency other than a currency loaded on the Card will be exchanged to the currency on the Card at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by the issuer.

  • Can I use my Multi-currency Cash Passport to shop online?

    You can use your Multi-currency Cash Passport to shop online (within the limits and restrictions of your Card). By using your Multi-currency Cash Passport in the currency that the online site trades in, you know exactly what your purchase will cost and you won’t be stung by unknown exchange rate fees, unlike when you use your domestic credit or debit card. 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.

    Multi-currency Cash Passport may not be used for money transfers or for accessing or purchasing goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.

  • How do I reload my Multi-currency Cash Passport?

    Even with a zero balance, your Multi-currency Cash Passport is still valid (up to the expiry date on the Card), and you can reload it for your next trip anytime. 

    You can reload funds onto your Multi-currency Cash Passport in person at your place of purchase.

  • What is 'My Account'?

    'My Account' is an online Card management area, where, once you have registered your Multi-currency Cash Passport, you can check your balance, move money between currencies and review your transaction history. You can get a PIN reminder by selecting the 'PIN reveal' option in My Account.

  • How do I register for 'My Account'?

    Click on the link for My Account on this website, select ‘New Registration' and simply follow the instructions on the screen.

  • How can I check my balance and move money between currencies?

    You can manage these everyday aspects as well as view your transaction history as soon as you’ve registered on My Account. Please note that you cannot change your PIN. You can call Card Services any time for a PIN reminder or use PIN Reveal function inside My Account.

  • What do I do if I find an incorrect transaction on my Card?

    If you have any queries about your Multi-currency Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team as soon as possible and in any event within sixty (60) days of the transaction debit date. They will be happy to check and confirm the transaction details for you.

    If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a Dispute Claim Form. Please help them to help you by providing as much information as you can.

    It is recommended that you check your transaction history and Card balance at least once a month. You can do this online, once you have registered your Card on ‘My Account’.

    Click here for further details on how to download and complete the Dispute Claim Form.

  • How can I contact Card Services?

    Details of how to contact the 24/7 Card Services team are available here.

  • What if my Multi-currency Cash Passport does not work at the ATM?

    Your Multi-currency Cash Passport should work in any ATM displaying the Mastercard® Acceptance Mark. If after several attempts to withdraw cash at an ATM, your Card still doesn't work, you can get 24/7 help from Card Services, via the Global Assistance numbers on the Contact Us page.

    Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

    You can only withdraw cash from an ATM up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the ATMs issuing limit.

  • What if the ATM asks for a six digit PIN?

    In some countries, you may be asked for a six digit PIN, when using an ATM. However, Multi-currency Cash Passport uses a standard four digit PIN, which will still be accepted as normal if the ATM has been set-up correctly in compliance with Mastercard regulations.

    If you need assistance with any PIN issues, please contact Card Services with the details provided on the contact us page.

  • What if my Cash Passport is lost or stolen?

    If you lose your Multi-currency Cash Passport or it is stolen, reporting this to Card Services immediately will help protect the funds on the Card.

    A dedicated Card Services team is on hand to help, 24 hours a day, seven days a week. If your Multi-currency Cash Passport goes missing call Card Services straightaway and they will cancel it giving complete protection of your funds (subject to full compliance with the Terms and Conditions). The Card Services team can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your Card, subject to availability.

    Please click here, to find details on how to contact the 24/7 Card Services helpline by phone.

  • What if my Multi-currency Cash Passport is declined in a shop?

    Please see question below titled What if you’re having a problem using your Multi-currency Cash Passport? 

    Be aware that some merchants, such as restaurants and car hire companies, may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.

  • What is pre-authorisation?

    It is not recommended to use your Multi-currency Cash Passport as a guarantee of payment for hotels, car hire, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Multi-currency Cash Passport to settle your final bill.

  • What are Dynamic Currency Conversion payments?

    Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency i.e. Brazilian Real.  If you use your Multi-currency Cash Passport to make a purchase or ATM withdrawal in a country where the local currency is the same as one of the Currencies on your Card (e.g. using the US$ funds on a Multi-Currency Cash Passport in the USA) and you opt to pay in Real, this may result in a foreign exchange conversion at additional cost to you. To avoid this risk, choose to pay in the local currency, not Real.

  • Can I get cashback with my Multi-currency Cash Passport card?

    No, cashback is not available on Multi-currency Cash Passport.

  • When my Multi-currency Cash Passport expires, what do I do?

    If you are planning to travel again but your Cash Passport has expired, just take your Card, your CPF ID and your photo ID to the branch where you first purchased it and ask for a new card to be issued.

    Alternatively, if you’re not planning to travel but your Cash Passport has expired, you can ask for your funds to be cashed out and refunded to you. Please see you Card Terms and Conditions,or enquire at your initial participating purchase location for more information.

  • How do I close my Multi-currency Cash Passport?

    If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance from any ATM displaying the Mastercard acceptance mark.

    Alternatively, you can request a cashout from your original purchase location who will also be able to help you close your Card.

  • How do I obtain a second card?

    For peace of mind on your holiday, you may purchase an Additional Card at any time and use it as a backup.The Additional Card is for your own use only and cannot be given to anyone else to use.  Please see the Terms and Conditions for more information.

  • What if you’re having a problem using your Multi-currency Cash Passport?

    If you have a problem using your card, here are the things you should check first.

      1. 1. Check you have enough money on the Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.

      2. 2. Check you are using the correct PIN. You can get a PIN reminder at any time by calling Card Services (insert link to numbers) and selecting the PIN option.

      3. 3.Check that the merchant you are purchasing from or the ATM accepts Mastercard®.

      4. 4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. Check that you have not exceeded the maximum daily amount that you can spend. In addition, some ATMs may have their own limits.

    Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

  • I don’t have as much money available on the Card as I thought. Why is this?

    When using your Card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your Card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction.

    The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.

     

    Merchant category

    Tolerance (% of the authorised amount or fixed amount)

    Bars (or other similar drinking places)

    20%

    Restaurants (or other eating places)

    10%

    Taxis and limousines

    15%

    Telecommunications services

    US$15 or currency equivalent

    Automated fuel dispensers

    US$49 or currency equivalent                         

     

    Please see question below ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, for taxi and limousine transactions, and for telecommunication services?’ for further information on the additional amounts required.

  • How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants, petrol stations, and for taxi and limousine, and telecommunication services transactions?

    When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

     

    Merchant category

    Tolerance (% of the authorised amount or fixed amount)

    Bars (or other similar drinking places)

    20%

    Restaurants (or other eating places)

    10%

    Taxis and limousines

    15%

    Telecommunications services

    US$15 or currency equivalent

    Automated fuel dispensers

    US$49 or currency equivalent                         

     

    For example, you have lunch at a restaurant and the total bill is US$50.00. You are required to have an available Card Fund or Currency equivalent of at least US$55.00 for the transaction to be authorised ($50 + 10% tolerance ($5) = $55.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

    Please see question below ‘When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?’ for further information on this.

  • When I use my Card at a bar, restaurant, petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?

    As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.

    If the final settlement amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

     

    As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Multi-currency Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

     

    Please see question below ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

  • What happens if I do not have sufficient funds available in the relevant Currency to cover the value of the transaction plus the tolerance amount?

    If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount into the next available Currency in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).  

  • What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

    If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction plus the tolerance amount, the transaction may be declined.

    For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your Card and there is a 10% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with US$50.00, it will be declined because 10% tolerance is added to the transaction amount and there will be insufficient funds to cover US$55.00 ($50 + 10% tolerance ($5) = $55.00).

    Please ensure you remember to take the tolerance amount into account. If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use your Card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

  • Why is tolerance applied to Chip and PIN transactions?

    When using your Card at merchants where tolerance is applied, in some locations your Card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is Chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.
     

    Merchant category

    Tolerance (% of the authorised amount or fixed amount)

    Bars (or other similar drinking places)

    20%

    Restaurants (or other eating places)

    10%

    Taxis and limousines

    15%

    Telecommunications services

    US$15 or currency equivalent

    Automated fuel dispensers

    US$49 or currency equivalent