FAQs
Foreign currency
Placing your order
Need to contact us?
It's easy to get in touch if you have a question or some feedback.
For Cash queries
Call us 0345 8500 900
Monday to Saturday, 8:30am to 5:30pm
OR
You can email us at postoffice.travelmoney@firstrate.co.uk
For Travel Money Card queries
Call us 0344 3350 109 or (0207 9370 280)
Monday to Sunday, 24-hours a day
Please note: When you dial the line there are the options
Press 1 to activate the card
Press 2 to retrieve pin card or report lost or stolen card and to find out more about the product or to speak with an advisor hold the line
OR
You can email us at info@postoffice.travelmoneycard.co.uk
I am having trouble using the website
If you’re on a mobile device and something isn’t working, try switching to a PC or laptop to continue.
If you’re using an iPhone, we recommend using portrait view to help avoid issues.
Why can’t I order Indian Rupees?
If you’re a British resident
British residents and tourists aren’t allowed to order or carry Indian rupees from the UK. You’ll need to exchange your money once you arrive in India.
We also recommend exchanging only what you need while you’re there. It can be difficult to change leftover rupees back into pounds once you’re in the UK.
If you’re an Indian resident
You can take up to £220 in cash in or out of the country, within limits set by Indian authorities.
Do you charge a fee for debit or credit cards, or any other fees?
We do charge a fee if you use a corporate credit card and will let you know about this before you make a payment.
Be aware that many credit cards will charge you for buying travel money as it's usually treated as a cash advance. This could include fees or interest being charged from the moment of purchase. Check with your credit card company before making your purchase.
Are there any other fees I should be aware of?
Fees can include a delivery fee for cash currency if you order below our free delivery threshold of £500.
Please check the question on credit card fees for more details.
Why can’t I find the currency I want to buy?
Unfortunately, if your preferred currency isn’t shown in the drop-down list when you’re entering the amount then we don’t currently stock it.
Can I purchase more than one currency in one order?
If you’re ordering in a Post Office branch, let the team know the full list of currencies and any other products you need.
How can I get currency today?
If you’re ordering currency online, you can choose your preferred collection or delivery date at the check-out. Same-day collection may be available if ordering euro or US dollars from selected Post Office branches, depending on stock availability.
• If same-day collection is available, you’ll see eligible branches in the drop-down list during check-out
• If not, you can still choose next working day delivery to your home or a branch (if you order before 2pm)
If you’re ordering euros or US dollars online before 2pm
You may be able to collect your order the same day from selected Post Office branches.
To check:
• Select ‘Branch collection’ as your delivery method at check-out
• Search by town or postcode
• Look for branches marked ‘Today’ in the drop-down list
If you’ve missed the 2pm cut-off or need a different currency
You can still collect in person by visiting a Post Office branch.
Use the branch finder and apply the ‘Travel money’ filter to see available locations.
If you’re not in a rush
You can get next working day delivery for all currencies ordered before 2pm."
How much can I order online?
You can order between £100 and £2,500 each time you order currency online.
These limits apply whether you choose collection or home delivery.
Are there any import or export restrictions?
Yes. If you’re travelling to or from the UK and carrying €10,000 or more (or the equivalent in another currency), you must declare it to UK customs.
This applies to cash, not prepaid cards.
You need to complete a Cash Declaration form either:
• Online before you travel, or
• At the border using a paper form
You can make a declaration or find out more on the government website.
Some countries have import limits. Please check online for any restrictions for where you're travelling to.
Do I need a logon account in order to purchase my Travel Money?
No, you don’t need to create an account to order travel money. You can check out as a guest, whether you already have an account or not. We’ll still ask for some personal details to verify your age and payment, but these won’t be stored.
If you’re ordering a Travel Money Card and cash together, you’ll need to create an account or log into your existing account to complete your order.
What denominations will I receive?
We know it can be handy to have smaller notes, especially at the start of your trip. That’s why we’ll always try to include a mix of notes in your order.
• If you’re ordering online, we’ll do our best to include a variety of notes. But we can’t guarantee the exact mix or let you choose the note sizes.
• If you’re exchanging currency in a Post Office branch, the team can let you know what note sizes are available before you buy.
• If you’re collecting an online order in branch, we won’t be able to swap any of the notes you receive.
How will I know that the transaction has been successful?
Once your payment is accepted, you’ll see an order confirmation on screen. We’ll also send you a confirmation email.
Your email will include:
• Your reference number
• Details of your order
• Collection or delivery instructions
Make a note of your reference number. You'll need it to collect your order in a Post Office branch or if you contact us with a query.
To collect your order in branch, show your reference number and valid ID to a member of the Post Office team.
When will my payment card be debited?
Your payment card will be checked and authorised as soon as you tap the ‘Place order’ button.
If your order is successful, your card will be charged straight away.
Will I receive a call from you in relation to my order?
We may need to contact you if we need more information to complete your order or to meet regulatory requirements. That’s why it’s important to provide us with accurate contact details when placing your order.
If there’s an issue, you may be contacted by First Rate, who manage travel money on behalf of Post Office.
Important: Post Office or First Rate will never ask you for your bank PIN, full card number or passwords. If you receive a suspicious call, hang up and contact us directly.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am to 5:30pm
Can I cancel my order?
You can cancel your order but only before it's been dispatched by First Rate, who manage travel money on behalf of Post Office.
A £20 cancellation fee may apply.
To do this please call us.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
Can I have my order delivered to a different location?
If you’ve chosen home delivery and need to change the delivery address, we may be able to help as long as your order hasn’t already been dispatched.
Please contact us as soon as possible we can take a look.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
If your order has already been dispatched, we’re sorry but we won’t be able to change the delivery address.
Do you do phone orders?
Sorry, you can’t order travel money over the phone.
Some Post Office branches may allow you to reserve currency by phone if they have it in stock.
If your local branch doesn’t have the currency you need, they can place a pre-order for you. You’ll need to visit the branch in-person to do this.
Alternatively, you can order your travel money online for home delivery or collection.
Please note: To get next working day delivery to a branch, pre-orders must be placed before 2pm.
Does someone need to be available to sign for the order when being delivered?
Yes. If you’ve selected home delivery, someone will need to sign for the order.
We’ll always send orders to the card billing address provided at the time of purchase. They’re delivered by Royal Mail Special Delivery™.
Special Delivery should be delivered by 1pm (or by 5pm in rural areas). Royal Mail may attempt delivery on a Saturday.
How can I find out if my local branch holds currency in stock?
You can use branch finder to check if your local Post Office branch offers foreign currency services.
Then, follow these steps:
• Enter your postcode, town or street name
• Use the filters to select ‘Travel’
• Then choose one or more of the following services:
- Foreign currency
- Foreign currency
- Euros available
- Travel Money Card
These results will show you which local branches offer the services you’ve selected.
How can I place an order using my local branch?
Ordering in branch is simple. Thousands of branches stock travel money as standard, so your currency may well be in stock, ready for immediate collection.
If your local branch doesn’t stock foreign currency they can still order some for you with no fee. Or you can order online and have the currency delivered to a branch of your choice.
To find nearby travel money branches, search by postcode, street name or town in our branch finder. Then select ‘Filter results’ followed by ‘Travel.
You can filter results further using these travel money options:
• Foreign currency
• Foreign currency - Euros available
• Travel Money Card
To buy Travel Money in branch you’ll need to show your UK driver's license or passport.
Orders placed before 2pm should be available the next working day. Saturday collections can’t be guaranteed. Please note that branch rates differ to online rates.
How do I get further assistance?
Here's how to get in touch if you need help with your travel money order.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am to 5:30pm
Email us
Or, you can email us at postoffice.travelmoney@firstrate.co.uk
If my order does not arrive on time, whom should I contact?
If your order is late arriving, please call us.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
What happens if no-one is available at home to sign for the order?
If you’ve selected home delivery, we’ll send it to the billing address you gave when placing your order. Someone will need to sign for it when it’s delivered.
If no-one’s available, your order will automatically go to your local Royal Mail sorting office. Royal Mail will leave a 'Sorry we missed you' card.
To collect your order, you’ll need to take this card to your local Royal Mail sorting office the next day. Or you can arrange re-delivery.
When will I receive my order?
Same-day collection (selected branches)
Some branches stock euros and US dollars you can collect the same day if you order them early enough.
| Order time | Ready to collect |
|---|---|
| 9am – 2pm, Monday – Friday | 2 hours after placing your order |
| After 2pm, Monday – Friday | From 11am the next working day |
| By 1pm on Saturday | 2 hours after placing your order (if placed before 1pm) |
| After 1pm on Saturday | From 11am the next working day |
General ordering
Ordering currencies your local branch doesn’t keep in stock? Here’s when they’ll be available to collect, depending on when you order.
| Order time | Ready to collect |
|---|---|
| By 3pm | Next working day, including Saturday |
| After 3pm | Two working days, including Saturday |
Home delivery
Orders delivered your home are sent by Royal Mail Special Delivery by 1pm. If you place your order before 3pm, it should be delivered by 1pm the next working day, guaranteed.
How much Travel Money can I order in branch?
What happens if I fail to collect my order?
We'll hold onto your order for 30 days. If it hasn’t been collected after that, we'll return it and contact you about a refund.
Can you hold my order in branch if I'm delayed getting there?
How much does home delivery cost?
Is home delivery secure?
Do you deliver outside the UK?
What do I do if my order is returned to the Royal Mail Depot?
Can I collect my order from any Post Office branch?
If you order euros or US dollars online to pick up in two hours, you can only do that in Post Office branches that already stock them.
If you don’t need it that quickly, you can get any currency sent to your nearest Post Office branch by the next day (not including weekends or holidays).
What ID do I need to bring to collect my order in branch?
Can someone else collect my order for me?
How much does click & collect cost?
When will my order be ready to collect in branch?
If you order euros or US dollars online you can pick them up within two hours at selected branches that keep them in stock.
All currencies are available for next-day delivery to your closest branch, except on weekends and bank holidays.
You wuill be advised of when your order will be abvailable before you place it.
Can I change my order?
You can’t change the currency in a live order. But, if your order hasn’t been despatched yet, you can:
• Change the delivery method
• Cancel your existing order and place a new one for the currency you need
Exchange rates
Are your rates the same online as they are in branch?
No. Our best rates are usually online because it’s cheaper to process orders that way. Everything is packed in one place, which saves money, meaning we can pass on better rates to you.
Branch rates are set based on factors like where the branch is, how much it costs to get the currency there, and what other places nearby are offering. We always try to give you a good deal, but these things can affect the rate.
It’s always worth checking both online and in branch because we sometimes run different promotions in different places. That way, you can choose the best rate for you.
Do all your branches have the same rate?
What exchange rate will I get on my order?
What is a buy back rate?
Our buyback rate is the rate applied when we buy any unused currency notes you want to sell back to us.
We can only buy this currency at the rate on the day you visit, which is unlikely to be the rate you paid for it originally.
Can I arrange a buy back online?
No, you have to go to a Post Office branch to sell your left over currency. Find your nearest branch
Currency
How can I find out the currency restrictions for where I’m going?
Some countries limit how much money you can take into or out of them. You can usually find these limits on their governments’ websites. Or contact us and we can help with that, too.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
How do I know what currency to order?
For some countries, the travel money you'll need is simple as they only use one official currency. We can let you know which that one it is.
It's more tricky if your destination uses more than one currency, officially or not. If you're not sure which currency or currencies to take with you, we can help with that too.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
What do I do with any leftover currency?
You can swap leftover foreign money back into pounds sterling at Post Office branches. Over 2,500 branches can do this without needing your original receipt. Smaller branches might ask to see one.
To swap your notes:
• Find a branch that offers travel money using our branch finder
• Bring your leftover notes and pop in
We can only buy currency back at the rate on the day. It’s unlikely to be the same as you paid when you ordered it.
What currencies can I buy?
The currencies we offer do vary from time to time based on availabilty. For the currecnies currently available please check the drop down list on our website.
Am I eligible to buy foreign currency?
To buy foreign currency you must be aged 18 or over and a UK resident. You can order currency online and pay with a debit or credit card. Or you can order it in branch and pay with cash, debit or credit card.
Travel Money Card
Before you go
How long will my card take to arrive?
If you order your card online it will be delivered to your home address in 2-3 working days.
If you need a card sooner, you can pick one up in any Post Office branch that offers travel money any time they’re open.
To find one near you, use our branch finder to search by town, city, street or postcode. Select ‘Filter results' then the Travel Money Card option under ' Travel'.
Exchange rates differ online and in branch.
What currencies can I load on my card?
You can load any of the following currencies onto your card. You can only load one at a time.
Euro, US dollar, Australian dollar, Canadian dollar, New Zealand dollar, Thai baht, UAE dirham, Turkish lira, South African rand, Swiss franc, Polish zloty, pound sterling, Chinese yuan, Czech koruna, Danish krone, Hong Kong dollar, Hungarian forint, Japanese yen, Norwegian krone, Saudi riyal, Singapore dollar or Swedish krona.
Which currency should I load?
This depends on where you’re going and if the card supports the currency used there.
If it does, we recommend loading the local currency.
If it doesn’t, we recommend loading pounds sterling instead. You can still use it to pay for things but a 3% cross-border fee will be applied to each transaction.
What if the card doesn’t offer the currency I need?
If the card doesn’t support your destination’s currency but you’d still like to use the card when you go, we recommend topping up your card with pounds sterling.
You can still use your card balance to pay for things in that country but a cross-border fee of 3% will be charged on each transaction.
Alternatively check to see if we offer cash to your destination. We offer 60+ currencies in cash.
Do I have to pass a credit check to purchase a Travel Money Card?
How do I activate my card?
You can activate your Travel Money Card in two ways:
1. Use our travel app
Download the app from the App Store or Google Play.
Then follow the steps in the app to activate your card.
2. Call us
Call our automated line to activate your card: +44(0)20 7937 0280.
You’ll find more details in the letter your card comes attached to.
How do I get my PIN / change my PIN?
There are two ways to get your PIN and one way to change it.
Get your PIN in our app
Download the app from the App Store or Google Play.
Use it to create or link your account, then you can check your PIN anytime, anywhere.
Call us to get your PIN
If you prefer, you can call our automated line on +44 (0)20 7937 0280 to get your PIN. Select option 1.
Change your PIN at an ATM
You can change your Travel Money Card’s PIN at any UK ATM that accepts Mastercard and offers a PIN-change service.
How is a Travel Money Card different to my debit/credit card?
Our Travel Money Card is a prepaid card made especially for travel.
• The exchange rate’s locked when you load it
• No fees when you spend in the local currency supported by the card
• Not linked to your bank account, so only your loaded balance is at risk
• You can also protect your balance by freezing your card
How much does a Travel Money Card cost?
Is a Travel Money Card safe?
Yes, Travel Money Card is protected by Chip and PIN technology, just like debit and credit cards. But, unlike those cards, it’s not linked to your bank or credit card account, so your account details, bank balance or credit limit stay secure.
You can add your card to your Apple Wallet or Google Wallet for even more secure payments using your phone.
Is there a Travel Money Card app?
Yes, you can manage your Travel Money Card using the free Post Office travel app.
You can use it to:
• Add, activate and manage multiple Travel Money Cards
• Top up or move funds between currencies
• Check your balance
• Track your spending
• Freeze your spending if your card is lost
• View your PIN
• Add your card to Apple Wallet
Can I transfer my money off the card if I don't spend it all?
Yes, you can transfer any unspent money on your card to a UK bank account if it’s held in your name. You’ll need to do this in your online account, as it’s not possible in the app yet.
Follow these steps:
1. Log into your online account
2. Select ‘Withdraw funds’ from the ‘Manage’ menu
3. Move any funds you want to withdraw to your pounds sterling (GBP) wallet
4. Select ‘Withdraw funds’ again
5. Tell us how much you want to withdraw
6. Enter your bank account number and sort code
Can I cancel my order?
Call our customer support team to cancel your order.
Please have your order number and personal details ready so we can find your order quickly. We’ll cancel it and return your money.
You might still get a Travel Money Card in the post, but it will be blocked so you can’t use it. Please cut it up, making sure you cut through the chip, and throw it away.
Call us
Speak to our customer support team
0344 335 0109
Lines open 24/7
Can anyone order a Travel Money Card?
Can I order multiple currencies at once?
No, you can only load one currency at a time onto your Travel Money Card.
When ordering your card, load the currency you need soonest. Once your card arrives and it's been activated, it’s easy to top up it up with other currencies in our travel app or your online account.
1. In our travel app
Download the free Post Office travel app:
Follow the sign-in steps and add your card, then:
• Select ‘Top up’ from the home screen
• Select the currency you want to add
• Complete the checkout process
2. In your online account
Log into your account and follow the same steps to top up your Travel Money Card online.
You can also visit any Post Office branch that offers travel money services to top up your card there.
Can I buy a Travel Money Card with my credit card?
Yes, you can use your credit card to:
• Load money when you first order your card
• Top up with any supported currency at any time Keep in mind your credit card provider might charge a cash advance fee.
These can apply when using your credit card for:
• Cash withdrawals at ATMs or banks
• Equivalent transactions like buying currency in branch, online or at the airport These fees are usually a percentage of what you spend.
To avoid them, use a debit card instead.
How do I get the app?
You can download the free Post Office travel app from the Apple App Store and Google Play.
Follow these download links, or search ‘Post Office travel app’ in your phone’s app store.
Download from Google Play
Can I get a second card for another person?
No. Only the person who ordered the card can use it. You can’t link your account or add other people to it.
But you can order up to three cards for your own use. Some people do this to keep their holiday money in separate pots.
You can manage all your cards in our free travel app or your online account.
Each card has its own balance. You can’t move money between them and using one card doesn’t affect the balance on the others.
Can I have more than one TMC on the app and how do I add it?
Yes, you can. If you get a new card on your account, it will automatically update overnight and show in your app the next day. When you select ‘Cards’ in the app menu, all of the cards on your account should be displayed.
Can I have the app on more than one device?
Can I download the app in other countries?
While you are away
Is there anywhere I cannot use my card?
Your Travel Money Card might not work in places where payments with it can't be authorised immediately, such as:
• Cruise ships
• Planes
• Toll roads
Transactions on board will usually be declined as they cannot authorise the payment immediately.
You cannot use the card for:
• All UK gambling Transactions
• Any online gambling, including sports betting, online casinos, and lotteries
• Money transfers
• Adult service websites
• Recurring payments such as direct debits and subscriptions
• Business purchases such as stock and merchandise (not including business related travel)
We also don't recommend using your card for:
• Car hire deposits
• Hotel check-in deposits
These involve large initial deposits that tie up the funds you've loaded and stop you spending them on other things.
Can I withdraw money from ATMs?
Yes, you can withdraw cash from your Travel Money Card at any ATM that accepts Mastercard. Cash withdrawals are limited to £300 per day.
Withdrawal fees
We charge a fee for every cash withdrawal:
| Currency | Maximum daily cash withdrawal | Cash withdrawal fee |
|---|---|---|
| Pound Sterling | 300 GBP | 1.50 GBP |
| Euro | 450 EUR | 2 EUR |
| US Dollar | 500 USD | 2.50 USD |
| Australian Dollar | 700 AUD | 3 AUD |
| New Zealand Dollar | 750 NZD | 3.50 NZD |
| Canadian Dollar | 600 CAD | 3 CAD |
| South African Rand | 6,500 ZAR | 30 ZAR |
| Swiss Franc | 500 CHF | 2.50 CHF |
| Thai Baht | 17,000 THB | 80 THB |
| Turkish Lira | 5,000 TRY | 7 TRY |
| Polish Zloty | 1,700 PLN | 8.50 PLN |
| UAE Dirham | 1,700 AED | 8.50 AED |
| Czeck Koruna | 9,000 CZK | 50 CZK |
| Japanese Yen | 40,000 JPY | 200 JPY |
| Hungarian Forint | 110,000 HUF | 600 HUF |
| Norwegian Krone | 3,250 NOK | 20 NOK |
| Danish Kroner | 2,500 DKK | 12.50 DKK |
| Swedish Kroner | 3,500 SEK | 20 SEK |
| Chinese Yuan | 2,500 CNY | 15 CNY |
| Hong Kong | 3,000 HKD | 15 HKD |
| Saudi Royal | 1,500 SAR | 7.50 SAR |
| Singapore Dollar | 500 SGD | 3 SGD |
You'll also find these fees on the welcome letter that came with your card.
Some ATMs may also charge you. Their charges should always be displayed on the ATM screen.
How can I top up my card with more money?
There are three ways to top up your card:
1. In our travel app
Download the free Post Office travel app before you travel:
Download from Google Play
Follow the simple setup steps. Then you can add, top up and manage multiple cards, at home or away.
2. In your online account
Log into your account to top up your Travel Money Card online.
3. At a Post Office branch
If you're in the UK, visit any Post Office branch that offers travel money services to top up your card there.
Find a branch
Can I top up with a different currency to the one I loaded in the first place?
Do I have to move money from one currency to another to spend in a different country?
No, you can spend in a different currency without moving money to it. We’ll automatically move funds from another currency for you to authorise a transaction.
If you prefer, though, you can move money between currencies yourself, in two ways:
1. In our travel app
Download the free Post Office travel app:
Download from Google Play
Use the ‘Swap’ button to move money between currencies.
2. In your online account
Log into your account and select ‘Swap currency’
How can I check my balance?
There are two ways to check the balance on your Travel Money Card:
1. In our travel app
You can check the balance of any cards you add to our app directly from its home screen.
Your balance will be displayed on the front page or click "Open" for a full view.
2. In your online account
Log into your account to access your account summary. Here any cards you have will be shown along with the balance for each currency held on them. If logging in doesn't take you to the account summary directly, you can access it by selecting 'My account' followed by 'Travel money account.'
What do I do if my card is lost or stolen?
Call us straight away on +44 (0) 20 7937 0280. We're here to help 24/7.
We’ll cancel your card to keep your money safe and send you a replacement as quickly as we can. If you’re abroad, we may charge a fee to courier a new card to you.
If you’ve just misplaced your card, you can freeze it using the free Post Office Travel app. Then just unfreeze the card again if you find it.
How do I move money from one currency to another?
Your Travel Money Card has 22 wallets, one for each currency it supports. You can transfer funds between them in our app or your online account. Or call us and we’ll move them for you.
In our travel app
1. Open the app
2. Tap ‘Cards’ at the bottom
3. Tap ‘Swap’
4. Choose the currency you’re swapping from
5. Enter the amount
6. Choose the currency you want to swap to
Don’t have the travel app yet?
In your online account
1. Log into your online account
2. Click ‘Swap’ on the home screen
3. Follow the same steps as for the app
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad.
Lines open 24/7
Your balance updates straight away. Exchange rates apply and we’ll show them before you confirm. Rates can change, so check before you swap.
Which currency will be used for a transaction?
You payment will always be taken in the local currency of the country you're in. If you have that currency loaded onto your card then that will be used. For example, if you have euro loaded and you spend in Spain, it will deduct money from your euro balance.
If you have only US dollars loaded and you spend in Spain, we'll move the correct amount of US dollars to your euro balance to allow you to spend in euros. This all happens as part of the transaction.
If you're spending in a country whose currency the card doesn't support, eg Malaysia, the payment will be taken from your pounds sterling wallet. A 3% cross-border fee will apply if you're using the card in a country whose currency the card doesn't support.
What exchange rate is used for top ups?
Exchange rates are set daily and displayed on the app, website or in branch, wherever you're topping up. Rates can vary between channel.
Is there a daily spending limit?
What happens if I try to pay with my Travel Money Card but I have insufficient funds?
If there’s no money at all on your card, the payment won’t go through.
If there’s not enough in the right currency, the card will use other currencies you have loaded to ensure you can make your purchase.
How do I freeze/unfreeze my card?
The easiest way to freeze your card is with the Post Office travel app. We recommend downloading it before you travel.
Or you can call our customer support team.
In the travel app
Download the travel app if you don’t already have it:
Once you’re signed in and have added your card, follow these simple steps:
1) Select ‘Cards’ in bottom menu then the card you want to freeze
2) Select ‘Manage’
3) Switch the 'Freeze your card' toggle from ‘Off’ to ‘On’
To unfreeze your card, just switch the toggle back from 'On' to 'Off'
Call us
Call any time 24/7 and we’ll freeze your card for you.
0344 335 0109
or
+44 20 7937 0280 from abroad
Can I use my Travel Money Card even if the country's currency isn't offered?
If we don't offer the currecny of the country you're in we'll take the money from your pounds sterling wallet to pay. For this reason we always recommend you load sterling if you're going somewhere whose currency the card doesn't support, such as Malaysia.
Know the fees and charges that may apply:
• 1.5% commission on GBP top-ups (minimum £3, maximum £50)
• 3% cross-border fee if paying in a currency the card doesn’t support
How do I view my transaction history?
You can check your transactions in the Post Office travel app or your online account.
In the travel app
1. Log in and go to ‘Cards’
2. If you have more than one card, scroll to the one you want
3. Your recent transactions (up to 90 days) will show automatically
4. Tap ‘View all’ to show more
5. You can also filter your transactions by dates or currency
Don’t have the travel app yet?
In your online account
2. Click ‘Manage’ on the card you want to check then ‘View transactions’
3. This will show the latest 10 transactions from the past 90 days
4. Click ‘Show more’ to show the rest
5. To view older transactions, change the date filter at the top. You’ll need to enter your password
6. To filter by currency, use the dropdown menu
Will I be charged fees for withdrawing cash from an ATM?
We charge a small fixed fee for cash withdrawals. This fee depends on the country. Check our terms and conditions for the full list of fees.
Some ATMs may charge their own extra fees in addition to ours, these should be displyed on the ATM screen. You might need to approve these before you get your cash.
You can avoid paying repeated fees by taking out bigger amounts less often.
Can I see my card balance at an ATM?
We don't recommend checking the available balance on your card as it will show a sterling amount and your card may have foreign currency on it.
We recommend you only use the app or the website to check your available balance.
How much can I withdraw from an ATM?
There are limits on the total amount and number of times you can withdraw per day:
• £300 maximum
• 3 withdrawals maximum
An ATM didn't give me my cash. What do I do?
If an ATM didn’t give you cash, here’s what to do:
• Wait at the ATM for 5 minutes. Sometimes they’re just a bit slow
• If you still don’t get your cash, call us as soon as you can
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
What if my card doesn't work at an ATM?
If the ATM doesnt work please try and find another as the issue is likely with the ATM. If you have problems at multiple ATMs please call us.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
How quickly are transactions processed and shown on my recent transactions?
Transactions are processed instantly. But they may take up to two hours to show in your transaction history. Occasionally there's a delay from the retailer so please wait up to 24 hours before contacting us.
What is the contact number while abroad?
Call us
Speak to our customer support team
+44 20 7937 0280
Lines are open 24/7
You can also find this number on the back of your card
I have money on my card, why has my card been declined?
There are a few reasons your card might have been declined.
First, check you have enough funds on for sure and top up in the app if needed. If you do have enough, here’s what else to check:
• If it’s your first payment, it must be with Chip and PIN, not contactless
• Make sure the activation sticker and any sticky bits are removed from the card and chip
• Don’t swipe your card: use chip and PIN or tap (after the first chip-and-PIN payment)
• Check if the shop or place you’re paying accepts MasterCard
• Have you entered a wrong PIN three times?
If so, you'll need call us to unblock your card and reset your PIN If none of this helps, call us and we’ll look into it.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad.
Lines open 24/7
Remember, sometimes the issue is with the shop or their internet connection, not your card.
My Apple Pay / Google Pay isn't working. What do I do?
Firstly, make sure you've used the card with Chip and PIN first. Your first transaction must involve the card.
Check with the retailer if they accept digital payments and whether they have any limits in place.
Try using the card. If you continue to have problems give us a call. We can help find out what's wrong.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad.
Lines open 24/7
My card is blocked. What do I do?
Cards are blocked to keep your account secure. Most often, this is because the wrong PIN has been entered three times or more. If yours has been blocked, please call us and we'll look into it.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
My Travel app isn't working. What do I do?
Try logging out of the app and back in again. If it's still not working, try deleting the app and downloading it again. If that still doesn’t solve it, give us a call and we’ll look into it.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
I've forgotten my login details. How do I reset them?
If you’ve forgotten your details, follow these steps:
1. Go to the login screen and click 'Forgot your details?'
2. Choose what you want to reset and follow the on-screen steps
To reset your password
1. Enter your email and memorable word.
2. We’ll send you a one-time code (OTP) to check it’s you.
3. Use the code to reset your password.
If you forgot the email used for your account
1. Tell us your first name, last name, date of birth and postcode
2. We’ll send a reminder to the email linked to your account
To reset both your password and memorable word
• If you have a Travel Money Card, tell us your email, name, date of birth, postcode, any card number and the passport or UK driving licence you used to set up your account
• If you don’t have a Travel Money Card, just tell us you email, name, date of birth and postcode
How long do refunds from merchants take to show in my balance?
Back from holiday
I have money left on my card, what do I do?
You have five options available to you:
1. Leave the money on your card for your next holiday
2. Log into your online account and withdraw your money to your UK bank account. Make sure all the currency you want to withdraw is in GBP and navigate to the account summary and click on 'manage'. Select withdraw funds and follow the steps on the screen. You'll have the money in your bank account within 3-5 days
3. Visit any Post Office branch and withdraw the balance over the counter in pounds sterling. There’s a daily withdrawal limit of £300 per day
4. Spend your money in the UK as normal. We’ll move the money to sterling every time you pay for something. Anything you don’t spend stays in the currency you have on the card. No fees apply, we just use the day’s exchange rate
5. Call us to ask for a refund. Please note you’ll get a better exchange rate by spending on your card or withdrawing cash from a Post Office branch
Can I transfer my balance to my bank from the app?
No. To withdraw funds you'll need to log into your online account
My card has expired. What do I do now?
If you card has expired it can no longer be used.
We may have tried to send a new card, depending on when you last used it. If you haven't receieved a new card and would like to continue using the product please give us a call and we can get a new card sent to you.
Call us
Speak to our customer support team
0344 335 0109
Lines open 24/7
If you don't get a new card and your existing card has a balance on it, you should log into your online acocunt or call us to geta refund.
If you still have a balance 12 months after the card has expired we'll charge a fee of £2 per month until there is no balance left. This doesn't apply if your card has been renewed.
How do I make a complaint?
Call us
Speak to our customer support team
0344 335 0109
Lines open 24/7
You can also write to us or send us an email. Full details on how to make a complaint can be found in our terms and conditions
Account
I don't have a mobile phone. How do I setup an account?
Your card will still work without you having a mobile phone or access to the app.
If you have access to a computor or digital device you can manage your account online
If you don’t have this access, you'll need to manually track your balance by deducting any payments you make from the total you loaded.
Why do I have to give my mobile phone number to set up an account?
We use your mobile number to ensure safe and secure registration and loggin in, we can use your phone to send you a one-time passcode.
When you do things like transferring money from your Travel Money Card, we’ll send you a one-time passcode to check it’s really you.
If you don’t have a mobile phone, call our customer support team. They’ll verify your identity and help you complete what you need.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
I've been locked out of my online account. What do I do?
If you enter the wrong password, email and passcode combination three times your online account will be locked.
If that happens, you can still use your card and the travel app, but you’ll need to contact us to get into your online account.
Call us
Speak to our customer support team
0344 335 0109
or
+44 20 7937 0280 from abroad
Lines open 24/7
Digital withdrawls
How do I withdraw money from my account?
Online
- Log in to your account on the Post Office website – click ‘Log in’ in the top right corner of the page.
- Withdrawals can only be done on the website, not in the app.
- Go to Manage on your card.
- Select Withdraw funds and follow the on-screen steps.
- Make sure the balance you want to withdraw is in GBP.
Post Office branch
If you cannot use the online service and your card has not expired, you can withdraw your balance by visiting a Post Office branch. Cash withdrawal fees and limits apply.
Expired card
If your card has expired, you cannot withdraw your balance online or in branch.
If my card has expired, how do I withdraw money from my account?
You have two options.
Option 1: Get a new card
- • You can purchase a new card at your nearest Post Office branch.
- • Please bring valid ID (passport or driving licence), as this is required for all new card purchases.
- • Once you receive your new card, you’ll need to activate it before we can transfer your remaining balance.
Important:
- • Your new card will be ready to use the next day after activation
- • Please wait until the following day before contacting Customer Services to transfer your balance.
- • After this, call please Customer Services on 0344 335 0109 or +44 207 937 0280 (from outside the UK) and they will help you transfer your balance to your new card.
Option 2: Close your account
- • If you do not want a new card and prefer to close your account, call the same number and they will discuss the available refund options and arrange the most appropriate method for returning your remaining balance
I don’t have an online account to withdraw money from my account. What should I do?
My existing balance is not in GBP and I can't withdraw money from my account?
If your card is valid (not expired), you can convert your balance to GBP using the ‘swap currencies’ feature either:
- • In your online account on the Post Office website by logging in, selecting Manage on your card and then Swap Currencies, or
- • In the Travel Money app, and selecting ‘Swap currencies’.
However, if your card has expired, you cannot withdraw your balance online.
- • Please contact Customer Services on 0344 335 0109 or +44 207 937 0280 (from outside the UK), and they will discuss the available refund options and arrange the most appropriate method for returning your remaining balance.
I don’t have a mobile number registered on my online account. Can I still withdraw online from my account?
In order to to use digital withdrawal, a mobile number must be registered on your online account . If you don’t have a mobile number registered, please call Customer Services on 0344 335 0109 or +44 207 937 0280 (from outside the UK), and they will discuss the available refund options and arrange the most appropriate method for returning your remaining balance.
My name on the Travel Money Card account doesn’t match my bank account. What happens?
I tried to withdraw online but it didn’t work. What could be wrong?
- • Your Travel Money Card has not already expired.
- • You have an online account on the Post Office Travel Money Card website which you would have set up previously (logging in via the app alone is not sufficient for online withdrawals).
- • Your mobile number is registered to your Travel Money Card account.
- • The name on your Travel Money Card matches the name on your nominated bank account.
If you’ve checked all of the above and are still having problems withdrawing your remaining balance, please contact Customer Services on 0344 335 0109 or +44 207 937 0280 (from outside the UK) and they’ll be able to help.
How long will it take to get my money?
• Once the withdrawal is processed, funds should arrive in your bank account within 3- 5 working days. No fees apply.
If you visit a Post Office branch
• If you withdraw at a branch, you will usually receive your funds immediately, subject to branch cash limits. Cash withdrawal fees and limits apply.
If you contact Customer Services
• If you contact Customer Services to close your account or withdraw your remaining balance, they will guide you through the process and explain your options.
You can choose from availabe options such as:
- o Barcode: a letter to take to a Post Office branch to redeem your balance in cash
- o Bank transfer: Timing depends on the method chosen: most options are completed within 3-5 working days, while barcode letters may take up to 10 working days.
Combined cash and card orders
Where is my order?
If your cash or Travel Money Card hasn’t arrived after 2-3 working days, please call our customer service team. We’ll check where your order is and send a new one if needed.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
Can I cancel my whole order?
Can I change my delivery location?
We can’t change Travel Money Card deliveries.
Why do I have to create an account?
Not received verification e-mail?
If you're waiting for a verification email but didn't receive it, give our customer service team a call and we'll send you a new one.
Call us
Speak to our customer support team
0345 8500 900
Monday to Saturday, 8:30am – 5:30pm
I can't see my preferred branch?
To find your preferred branch for collection, try scrolling down the list or searching by its address. If you still can't find it that way, you can also search for it on a map.
I can't see the currency I want?
Why do I need to sign for cash delivery but not for card delivery?
Why am I charged for cash delivery but not card delivery?
There’s no delivery fee for Travel Money Cards because they don’t work until you activate them, so they’re safer to send.
Can I have each part of the order sent to separate addresses?
Do I need to provide ID for collecting cash in branch and ID for receiving cash or card at home?
Can I collect my card in branch when collecting cash?
What do I do if my card doesn't arrive, can I collect a different card from branch with the currency from my order transferred to it?
No, sorry, please give us a call and we can help you out.
Call us
Speak to our customer support team
020 7937 0280
Lines open 24/7
Will I be charged 2 separate transactions on my purchase card for the 2 products when buying cash & card together?
How many currencies can I order in one transaction across both cash & card, and to what values?
Can I take the money from my Card and turn it into Cash?
Pounds sterling can be withdrawn from your card at a UK ATM or over the counter in a Post Office branch. The withdrawal limit is £300, fees vary depending on the destination.
Can I buy cash currency over the counter with my travel money card?
How can I see my PIN for my Travel Money Card?
If you don't already have it, you can download it here:
Download from Apple App Store
Download from Google Play
If you haven't already done so, follow the steps in the app to sign in and link your card.
To check your PIN:
1. Tap the Travel Money Cards tab
2. Select the card you want to check (if you've added more than one)
3. Tap 'Open'
4. Tap 'Manage'
5. Tap 'View your PIN'
You'll can then enter a 6-digit passcode or use biometric login, if you've set it up, to get a 15-second a reminder of your PIN.
Can I buy cash and card together on the app?
Do I get a better rate when I buy cash and card together?
What are the benefits of buying cash and card together?
Because it’s not linked to your bank account or credit limit, only the funds you’ve loaded are at risk if it’s lost or stolen. And you can freeze the card quickly if needed to stop it being used.
It’s a good idea to take some cash currency with you too. They’re useful for tips, small purchases or places that don’t take cards.
Read our guide to ways to pay abroad
Why can't I get same day collection for my card too?
I tried to order cash and card together but I'm being stopped from ordering card. What's going on?
If that happens and you still want the cash part of the order, you can carry on with that without the card.
What's in my order history?
Important information before placing an order
Why do exchange rates change every day?
At Post Office, we update our exchange rates every morning. Sometimes we also update them throughout the day. The exchange rate we show is always up-to-date when you make your purchase.
Are there any key terms I need to understand when buying travel money?
Sell rate: This is the exchange rate that Post Office (or any other provider) will use when selling you currency. This rate is always displayed before you make your purchase. Remember, the higher the rate, the more you’ll get for your money.
Buy rate: This is the rate that Post Office (or any other provider) will use when buying back your leftover currency. The lower the rate the better for you when exchanging currency back into Sterling Pounds.
Commission: This is a fee that some providers charge when you buy travel money. Post Office doesn’t charge a commission when you buy travel money, except when you load pounds sterling onto your Travel Money Card.
What fees do Post Office charge to buy travel money?
There aren’t too many fees to worry about when you buy travel money from Post Office. But sometimes, a few charges may apply. Details of when fees would apply are listed below:
Buying cash or travel money
• Delivery fee: For lower value orders of cash currency or cash and card combined, you may need to pay a delivery fee. This will always be clearly shown before you buy
Travel Money Card
• Load fee: If you load pounds sterling on to your card rather than a foreign currency, you’ll pay a 1.5% commission (minimum £3, maximum £50)
• Cash withdrawal fee: If you use your card to withdraw cash at an ATM (including Post Office branches), you’ll be charged a cash withdrawal fee. For example, it's £1.50 per transaction in the UK but this fee varies depending on the destination. You can find more information on your card’s terms or conditions or on our website. Some ATMs may also charge their own fee, which should be displayed on the ATM screen
• Cross border fee: If you use your card in a country where the local currency isn’t supported by the card, you’ll be charged a 3% cross-border fee
• Dormancy fee: If you have money left on your card 12 months after it expires, you’ll be charged a £2 each month until the balance is zero or you request a refund
Is there anywhere I can't use cash or a Travel Money Card?
Cash Almost everywhere will accept cash as a way to pay.
Most countries prefer their own currency. But the US dollar, for example, is also widely accepted across parts of Asia and the Caribbean.
Some places, like Sweden, Denmark and parts of Asia are moving towards being cashless. This means it might be harder to use cash in these countries.
Travel Money Card Your Travel Money Card might not work in places where payments with it can't be authorised immediately, such as:
• Cruise ships
• Planes
• Toll roads
Transactions on board will usually be declined as they cannot authorise the payment immediately.
You cannot use the card for:
• All UK gambling Transactions
• Any online gambling, including sports betting, online casinos, and lotteries
• Money transfers
• Adult service websites
• Recurring payments such as direct debits and subscriptions
• Business purchases such as stock and merchandise (not including business related travel)
We also don't recommend using your card for:
• Car hire deposits
• Hotel check-in deposits
These involve large initial deposits that tie up the funds you've loaded and stop you spending them on other things.