Frequently Asked Questions
Please click on the section you want to find out more about.
Pack cost, fees and tariffs
How much does my TeleCash MasterCard ® Prepaid Card cost?
It costs £14.99 to buy a TeleCash eccount and MasterCard prepaid card. You’ll find the Fees & Charges in our Terms and Conditions. You can also call Customer Care 9am – 6pm on 0845 241 4269 or +44 (0) 0207 096 9437 for a copy (calls are charged at local network rate in UK, network rates vary abroad). All of our fees and charges are provided on our website, we will advise you in advance of any changes that may affect you.
Will I be charged or paid interest?
No. Your TeleCash MasterCard Prepaid Card is Prepaid, and subject to e-money regulations which rule out interest charges on this type of product.
Activating your TeleCash Card
How do I activate my Card?
Your TeleCash MasterCard Prepaid Card is automatically activated when we send it out to you. Simply call our secure automated PIN retrieval service on the number provided on your Welcome Letter to obtain your PIN, then Top-up your Card and it’s ready to use.
Can I use my Card immediately?
You can once it’s Topped-up. Obtain your PIN, Top-up your Card and then you’re off! You can then use it to pay for whatever you like, wherever you see the MasterCard Acceptance Mark.
How do I get additional TeleCash Cards for my family, dependants or friends?
It’s as simple as buying them online and activating them. You can have up to 3 Cards for your friends and family on your TeleCash eccount and it’s very easy to manage them. Find out more.
Will I pay any fees if I do not use my PAYG card/eccount?
If you do not use your PAYG card/eccount for a period of 30 days or more, you will incur a £1 admin fee the following month and every month thereafter until your eccount becomes active again.
Your PIN
How do I get my PIN?
Just call our secure automated PIN retrieval service and follow the 5 easy steps:
- 1 Call 0207 070 4902 (calls are charged at local network rate in UK, network rates vary abroad, Customer Care are open 9am-6pm, 7 days a week)
- 2 Enter your eccount number
- 3 Enter the last 4 digits of your Card number
- 4 Enter security code supplied during registration
- 5 Memorise the PIN that is read out by our automated system.
Can I change my PIN?
It makes good sense to change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATM machines in the UK. All you do is insert your TeleCash Card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will pop-up on the screen.
Topping-up
How do I Top-up my TeleCash Card?
We’ve made Topping-up as simple as possible. You can Top-up at any of over 17,500 PayPoint locations with your Card (3% charge)
What is my maximum card/eccount balance?
The maximum combined balance of your card/eccount is £3,000.
Using your TeleCash Card to withdraw and make purchases
Where can I withdraw cash?
You can get cash at any ATM that carries the MasterCard Acceptance Mark. There are over 1.5 million ATMs worldwide. To find one, just use our ATM locator.
How much cash can I withdraw with my Card each day?
The maximum amount you may withdraw per day from ATMs in the UK is £250 (this is a Telecash Prepaid card limit). If you’re withdrawing cash from an ATM abroad the maximum withdrawal amount is subject to the Telecash limits.
Can I use my TeleCash Card to get cash from a bank counter?
No, but you can use it at an ATM.
Can I use my TeleCash Card to make purchases?
Yes, as long as you have sufficient balance on your Card, you can shop online, by phone, mail order and in-store to make purchases.
Are there any outlets where I may not be able to use my TeleCash MasterCard Prepaid Card?
You may not be able to use your TeleCash Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your Card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.
What address should I give when I purchase goods online, by mail order or by phone?
The billing address should be the address registered by the primary Cardholder even if you’re the Authorised User.
What is a pre-authorisation?
A pre-authorisation is carried out when a merchant reserves money on a Card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take up to 14 days for you to receive the balance as a refund into your eccount.
My money
How safe is my money?
The Financial Services Compensation Scheme does not apply to the TeleCash MasterCard Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with the TeleCash MasterCard Prepaid Card. So, in the event that Newcastle Building Society becomes insolvent, your funds may become valueless and unusable, which means that, as a result, you may lose your money.
How do I check the available money on my Card?
If you have registered your mobile number with us, text BAL to 80777 to get a Text with your available balance on it. If overseas, Text to +44 778 1474 776 . You can also check your balance online or by calling our automated service on 0871 220 6420 or 0207 096 9437 number has been advised.
If you have registered your mobile number with us, text BAL to 80777 to get a Text with your available balance on it. If overseas, Text to +44 778 1474 776. You can also check your balance online or by calling our automated service on 0845 241 4269 or 0207 070 4906.
Checking balances on other Cards you may have on your eccount is easy too.
You should check the balance on your TeleCash eccount regularly to manage your money easily, and distribute just what you need to your MasterCard Prepaid Card(s). This is a really great way to help you keep your money safe. Find out more about managing your money with the TeleCash eccount.
Transaction authorisation
How are my transactions authorised?
Retail outlets request authorisation via MasterCard to verify that you’ve enough money available on the balance that you hold with us. If there isn’t enough on your Card, the transaction will be declined. If approved, the money is paid over to MasterCard for settlement to the Merchant. At all times, only you or a secondary cardholder may see the balance available on your eccount.
When are transactions declined?
Transactions can be declined if the retailer can’t verify online that you’ve enough money in your eccount to cover the value of the transaction – including applicable charges – that you’re making.
Card security
A convenient alternative to cash
One of the great things about the TeleCash MasterCard Prepaid Card is that it provides security and peace of mind. Using your Card is a convenient alternative to carrying around cash. However, we recommend that you take as much care of your Card as you would with your cash. It’s truly a comforting thought – access to your money in a wide number of places across the globe for day-to-day purchases. You can also rest assured that when you use your Card abroad, you’ll have Card acceptance and cash access at shops, restaurants and cash machines around the world. Look out for the MasterCard® Acceptance Mark.
Your PIN
- Memorise your TeleCash MasterCard Prepaid Card Personal Identification Number (PIN).
- If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
- For additional security, when using a cash machine, shield the screen and keypad.
Online security
Internet shopping is easier and safer than ever before using your TeleCash MasterCard Prepaid Card and most well-known retailers run sites that are very safe and highly secure.
You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.
In store
You can use your TeleCash MasterCard Prepaid Card at over 32 million locations worldwide displaying the MasterCard Acceptance Mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.
Lost or Stolen
If you lose your Card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4269 or +44 20 7101 6599 if overseas. We’ll cancel your Telecash Card and issue you with a replacement card (cost of card £14.99) within 7-10 days. (Calls charged at local network rate in UK, network rates vary abroad, Customer Care are open 9am-6pm, 7 days a week)
You can also send us a Text with LOST or STOLEN to 80777 to report your Card lost or stolen. This Card service is available if you have registered your Mobile number with us.
Peace of mind
Your Card is PIN protected. You shouldn’t reveal your PIN to anyone.
You will never be asked for your PIN by Customer Care.
Phishing
We will never send an email to a customer requesting security or any other confidential information about the TeleCash MasterCard Prepaid Card. If you receive an email claiming to be from TeleCash or Newcastle Building Society (NBS) with a link to what appears to be a TeleCash or Newcastle Building Society website, do not enter your personal or eccount details. TeleCash and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or Newcastle. Never reply to any such emails or disclose any personal information on such websites.
If you think you’ve received a fraudulent email that looks like it’s from TeleCash or Newcastle Building Society, please forward the entire email including the header and footer to security@tuxedocard.com and then delete it from your email account.
Expiry and account closure
What do I do when my TeleCash MasterCard Prepaid Card expires?
We’ll be in touch, before the expiry date on your Card, to confirm whether you require a replacement Card charged at £4.99.
How do I close my eccount?
Simply call Customer Care.
Any questions or queries?
If there’s anything else you’d like to know about the TeleCash eccount and MasterCard Prepaid Card, just contact Customer Care, 9am – 6pm, on: 0845 241 4269 or from overseas dial: +44207 096 9437.
Customer Care
When can I contact Customer Care?
You can contact Customer Care 24 hours a day by sending an email or alternatively call between 9am and 6pm 7 days a week.
Am I charged for contacting Customer Care?
Calls to Customer Care are charged at standard network rates, calls relating to balance enquiries or card services are charged at 10p per minute., all calls to the new 0871 Customer Care number will be charged at national rate , calls from mobiles may be more, please check with your network provider.
