Where to use your card.

Can I shop online with this card?

Yes, your Travel Money Card works in the same way as a debit card. It can be used at the point of sale, to withdraw money from ATMS’s and to purchase goods and services online.

Which currency of card should I buy?

Post Office Travel Money Card is available in 13 different currencies, all of which can be loaded on one card. If available, you should load the currency of the country you are travelling to. If we do not offer the currency in your chosen destination we recommend you load Sterling on to your card to avoid multiple exchange rates. Regardless of the currency you have loaded, the card will work around the world in locations that accept mastercard.

Will I be charged for using my card?

There are no charges when using your card in retailers in the country of the currency on the card. This means that a €20 purchase in Spain would cost you €20. A cash withdrawal fee will be charged when withdrawing cash from a UK Post Office branch or from any ATM. The Post Office Travel Money Card is primarily intended for use in countries where the national currency is the same as the currencies on your card, if the currency falls outside any of the 13 we offer on your card you will be charged a cross border fee. For example, using your card in Brazil will incur a cross border fee, because we do not offer the Brazilian Real as a currency. To avoid unnecessary charges to your card, wherever asked, you should always choose to pay for goods or withdraw cash in the currencies of your card. For example, if you are using the card in Spain you should always choose to pay in Euros if offered a choice. Choosing to pay in Sterling in this example would allow the merchant to exchange your transaction from Euro to Sterling. This would mean that your transaction has gone through two exchange rate conversions which will increase the total cost of your transaction. Details of all our fees can be found in the terms & conditions.

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

Your card can be used all across the world, so you can keep money on your card for your next trip. You can also move money from one currency to another whenever you like. This can be moved through your account on the website. If you wish to withdraw currency from your card, you can withdraw at a UK Post Office Branch or ATM (daily limits and ATM fee will apply). If you have currencies other than Pounds Sterling we will move money to your Sterling wallet at the days exchange rates to provide you with an up-to-date balance in Sterling. Otherwise, If you wish to redeem the remaining balance from your card you can do so through our call centre by calling 0344 335 0109 or +44 20 7937 0280 if abroad.

Is there anywhere I shouldn't / can't use my card?

We recommend that you do not use your card for the following: Checking in to hotels where they take a deposit / pre authorisation. When collecting car hire that requires a deposit. Cards should not be used at the above due to the way transactions are processed. Hotels and car hire companies will often take a deposit from your card which we have to ‘ring fence' for a number of days, thus preventing you from spending this money elsewhere. You may also be unable to use your card at the following merchants as they are unable to check your transaction with us and will therefore decline the transaction: • Self-service petrol pumps. • Toll road payments. • On-board cruise ships or ferries. • On-board aircraft.

Are there any countries the card won’t work in?

Post Office Travel Money Card is accepted in 2.1 million ATMs around the world and in 36 million retail outlets, wherever you see a mastercard logo. Please remember, if you use the card in a currency other than the 13 we offer you will be charged a 3% cross border fee.

Altering your personal details

How do I update my personal or contact details?

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

How do I change my e-mail address?

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

How do I change my mobile number for SMS servicing?

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

Changes to my Card

My Euro card is expiring May 2017, will I automatically receive a new card?

For some customers when the Travel Money Card(s) Plus gets close to its expiry date, we will move your e-money on to our new multi-currency card product and issue you with a new set of terms and conditions. If we do not issue you with a new multi-currency card the Travel Money Card(s) Plus single-currency card will be discontinued on the expiry date written on the card. If your card has expired and you haven’t received a new card and would like one please give us a call on 0344 335 0109 or +44 (0)20 7937 0280

What is changing on my Travel Money Card?

There are a number of changes happening to your card. These will happen in a couple of steps. Firstly: we will be moving your e-money from Clydesdale Bank to First Rate Exchange Services Ltd (see below for details on First Rate Exchange Services Ltd). This will not change the functionality of your card at all. Your money will continue to be held in secure accounts. Secondly: the single-currency Travel Money Card(s) Plus product is being replaced with a new multi-currency card product. This will allow you to hold multiple currencies on one card.

Who are First Rate Exchange Services Ltd?

First Rate Exchange Services Ltd is a joint venture company owned by Post Office Ltd and the Bank of Ireland UK Ltd and is the largest supplier of foreign currency in the UK.

Can I still use my Travel Money Card Plus?

Yes you can, your card can be used until the date printed on the front of it. You can top up and spend until this date. If you are issued with a multi-currency card as a replacement your orange card will stop working as soon as you activate your new card.

Multi-Currency Questions

What currencies can I load on to my card?

We offer 13 currencies on our Travel Money Card. Euro, US Dollar, Australian Dollar, New Zealand Dollar, Canadian Dollar, South African Rand, Thai Baht, Turkish Lira, Croatian Kuna, Polish Zloty, Swiss Franc, UAE Dirham and Pounds Sterling.

Can I hold multiple currencies on my card?

Yes you can. You can load any of the 13 currencies offered on your card as long as you don’t exceed the maximum load limits we have in place. Please see the Terms and Conditions document for the limits, or how much can I load on to a card?

How do I top up a different currency to the one I bought at the time of buying the card?

The multi-currency card allows you to load any of our 13 currencies on to your card. You can load any currency at any time though any of our top up options (shown in “How do I top up my Travel Money Card?”). Please be aware that you can only load one currency in each transaction and can carry out a maximum of 3 transactions per day.

Can I hold more than one card?

Yes you can. You can hold up to 3 cards although as you can load any of the 13 currencies on to your card there is little need to do so.

Do I have to move money from one currency to another?

No you don’t. If you have money in one currency and spend in a different currency we will automatically move your currency for you to authorise a transaction. For example: you have US$20 on your card and you are buying something in Spain for €10. We will see that you are in Spain and move the correct amount of US$ to cover your €10 purchase, any outstanding balance will remain in US$. The money will be moved at an exchange rate determined by us and will be displayed on our website and mobile app daily.

What happens if I fail my address verification check?

If we have been unable to verify your personal details as part of your application we will be unable to offer you a Post Office Travel Money Card. You can visit any Post Office branch to order a Travel Money Card but please be aware that you will likely be required to send us identification to confirm your name and address before you can load any funds on to it.

Purchasing a card

How do I buy a Travel Money Card?

You can purchase a Travel Money Card online or through any of our UK Post Office branches. Approximately 4,000 of our branches will be able to sell you a card instantly, alternatively every branch can order you a card for home delivery. The home delivery card purchased through a branch or the website can take 4-6 days to arrive at your address and will have your name printed on it. This can help with acceptance in some countries. You must be a UK resident, 18 years or over and provide us with a valid passport or photo UK driving licence, along with your current address (if applying in branch you must present us your valid passport or photo UK driving licence at time of purchase).

Can I apply for a card for someone who is under 18?

No you can’t. All cards must be purchased by the intended card holder and all customers must be over 18 to be entitled to use the card.

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

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

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

No you don’t. We will carry out an address verification check on you to issue the card but this is not a credit check.

What happens if I don’t pass the address verification checks?

If we are unable to verify your details as part of a branch application you will be offered a card that offers no ability to load funds. This comes with clear instructions by email (make sure you give us your email address) on how to send us ID to get your card working. Once we have verified your ID you can load money on to your card online, via our App or in any UK Post Office branch. If you are applying online and we cannot verify your details we will ask you to apply for a card in branch and follow the above process of sending us ID.

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

How do I top up my Travel Money Card?

The three main ways of topping up your Post Office Travel Money Card are: • Free mobile app - Which can be downloaded from the App Store or Google play. • Website • Any UK Post Office branch Your card issuer may charge you a cash advance fee for using your credit / debit card to top up a Travel Money Card. Please check with your card issuer.

How much can I load on to a card?

If you pass our address verification checks you can load up to £5,000 on your card at any time, up to a maximum holding of £10,000 over all 13 currencies. The card has an overall annual load and spend limit of £30,000.

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

All branch top ups will be available from 10.30am the day after the transaction. Top ups via SMS, online or through the contact centre will be available almost immediately.

Can someone top-up my card on my behalf?

Anybody can top up your card by visiting one of over 4000+ participating Post Office® branches providing they have the 16 digit card number.

How can I track my balance and spend?

You can track your balance and view transactions via: • Free mobile app - Which can be downloaded from the App Store or Google play. • Website - Can check your balance and transactions on the "your account" section of the website. • Any UK Post Office branch (please note that the balance displayed in these instances will be in Sterling and show the cards total holdings across all currencies based on that days exchange rate).

Using Your Card

How do I use the card?

Your Travel Money Card works in the same way as your normal debit card. It can be used in retailers who accept mastercard as well as at ATMs and online. The card is Chip & PIN enabled which means you will be asked to input your PIN when completing transactions. There is also a contactless function for smaller transactions, the amount is set by the country of use and can vary for each country. (Maximum 3 contactless payments consecutively) Some countries, including the USA, do not use Chip & PIN, this means you may be asked to sign for your purchases rather than enter your PIN. Please note: If the retailer has the capability to use Chip & PIN we will only accept a Chip & PIN transaction.

How long will it take for my card to arrive?

If you purchase your card online it will be sent by First Class post and arrive 4-6 days after your order. If you purchase a card in a Post Office® branch it will be given to you immediately.

When can I start using my card?

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

How and when do I activate my card?

Your card is activated by calling our contact centre on +44 (0) 344 335 0109 or +44 (0) 20 7937 0280 if calling from abroad. If you purchased your card online you can call to activate it as soon as you receive it through the post. If you purchased your card in a Post Office® branch you can call to activate it from 10.30am the day after purchase.

How do I get my PIN?

Call us on +44 (0) 344 335 0109 or +44 (0) 20 7937 0280 if calling from abroad and select option 1. Your PIN can be retrieved from 10.30am the day after you purchase your card.

How do I change my PIN?

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

What happens if I have forgotten my PIN?

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

What is my access code and why is it important?

Your access code is a 6 digit number and is required whenever you need to speak to us and at certain points on the website. If you bought your card online or have registered your branch card online, your access code would have been created by you at the time of online registration. If you haven't yet registered your card on the website, your access code will be detailed on your welcome letter.

Why do I need to register my card on postoffice.co.uk if I have bought the card at a Post Office branch?

Registering your card on postoffice.co.uk allows you to use the website to check your balance, view transactions or top up your Post Office Travel Money Card from anywhere in the world where you have internet access. You will also be able to make the most of our wallet to wallet transfer functionality through the website.

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

Call us immediately on +44 (0) 344 335 0109 or +44 (0) 20 7937 0280 if calling from abroad. We will immediately block the card and arrange for a replacement to be sent to you. A courier fee will apply if the card is sent overseas.

Can I go overdrawn on the card?

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

Can I hold more than one card?

Yes you can. You can hold up to 3 cards although as you can load any of the 13 currencies on to your card there is little need to do so.

How much can I load on to a card?

If you pass our address verification checks you can load up to £5,000 on your card at any time, up to a maximum holding of £10,000 over all 13 currencies. The card has an overall annual load and spend limit of £30,000.

Can I put left over currency onto my card?

No you can’t. You can only make payment onto your card in STERLING, either by cash, debit card or credit card. Please note your card issuer may charge you a cash advance fee for using your credit /debit card to top up a Travel Money Card. Please check with your card issuer.

How do I cancel my card / account?

Your card / account can be cancelled at any time by calling our contact centre on +44 (0) 344 335 0109 or +44 (0) 20 7937 0280 if calling from abroad.

SMS Options

What SMS options are available to me?

You can activate your card and retrieve your PIN by SMS.

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

Simply text the information below in the format shown to +44 (0) 7797 800035 Please ensure you leave spaces as shown in the example below. To activate your card text: TMC start To retrieve your PIN text: TMC PIN Please leave a space between each word.

How do I register my mobile phone for SMS servicing?

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

How do I change my mobile number for SMS servicing?

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

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

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

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