FAQs


General
Where is the Card ID and Security ID on my card?
The Card ID and Security ID for your card can be found on the back of the card above the black magnetic strip.
What if I threw out the letter that accompanied my card?
You should be able to sort yourself out by reading a few of the FAQs provided. If your letter detailed the activation code for your card then you will need to contact the company, person or group running the promotion that you received the card for to retrieve your activation code. Our customer service team cannot retrieve activation codes for you.
What if my card is lost, stolen or damaged?
Cards should be treated like cash – lost, stolen or damaged cards after receipt cannot be replaced. Cards arriving with any sort of manufacturing fault will be replaced at our discretion.
Can I buy a card?
We offer cards to for corporate distribution and not for personal use. If you would like to enquire on purchasing corporate prepaid cards please contact us by emailing sales@edgeloyalty.co.uk
Card Activation
How do I activate my card?
Simply click the 'Activate Card' link at activateacard.com and follow the steps. Read the letter that accompanied your card. Cards must be activated within a specified time frame and some cards require an activation code.
Why isn't my card activating?
Read the letter that accompanied your card. Cards must be activated within a specified time frame and some require an activation code for added security. This time varies depending on when the card was sent and for what promotion. If your card has passes its activation period without being activated your card will expire and as per the terms and conditions of use, funds on the card will be cleared and no longer available. If your card is not outside of its activation period wait 24 hours and try again.
How do I retrieve my activation code?
The activation code is a security check to ensure the intended recipient of the card is the same person activating it. The activation code is not printed on your card and not all cards require one. Our prepaid cards team do not have access activation codes. The letter that accompanied your card contains information on how to find your activation code.
How long after activating my card until I can use it?
You must wait 24 hours after activating you card to use it. This is the time that it takes for our bank to transfer the funds over to your account. Think of it like an overnight bank transfer.
Card Use, Balances and Fees
Where and how do I redeem the card?
Your card can be used at any merchant that accepts MasterCard™ worldwide, at the merchant’s discretion. To make a purchase, swipe your card at point of sale, select credit and 'ok' then sign for your purchase. Make sure your card displays a balance online, the transaction isn’t above the available card balance and you are not using the card for gambling or Pay-at-Pump petrol. If your card is being declined the declined transaction receipt may give you some more information on why the transaction is failing.
Can I use my card online?
Yes, your card can be used at the majority of online merchants. Some online merchants do not accept prepaid cards at their own discretion. If your card does not work online check that your card displays a balance at activateacard.com and try again at another site.
How long do I have to use my card after activation?
The validity period of your card after activation is shown as the 'VALID THRU' date on the cards front. If activated, your card is valid to the end of the last day of the valid thru month. If you do not use all or part the funds on the card before this validity period ends your card will expire and as per the terms and conditions, any remaining funds on the card will be cleared no longer available.
What if I didn’t make a transaction showing on my card?
If there have been fraudulent transactions made on your card, you should contact us immediately so we can put a block on your card. Any transactions not made by you must be disputed directly with the retailer who processed the transaction or local authorities.
How do I check my balance and transactions?
You can check your balance and transactions online by clicking the 'Check Balance and Transactions' button at activateacard.com and entering your card details.
Can I use this card to put down deposits?
At the merchant’s discretion this card can be used to put down deposits for goods and services (such as hotel rooms). However, the funds put down as a deposit will not be available again until up to 30 days after the deposit has been returned to the card – longer than most cards. We recommend not using these cards for deposits.
What are the fees for using my card?
Transactions in the currency your card is loaded in attract no fees. There are transaction fees for international transactions – For more information refer to the terms and conditions.
Can I add funds to my card?
No, these cards are single load prepaid cards and funds cannot be added.
Can I use this card overseas?
Yes, you can use your card internationally as long as the merchant accepts MasterCard. There are transaction fees for international transactions – For more information refer to the terms and conditions.
How many transactions can I make on this card?
You can make as many transactions on the card as you like as long as each transaction is within the balance available on the card.
Can I withdraw cash?
No, these cards cannot be used at ATMs or bank to withdraw cash. These cards cannot be exchanged for cash or used for purchasing cash in any way.
Is there a daily or per transaction limit on the card?
No, the funds available on your card can be spent all at once or over multiple transactions with no limit.
Do I have to spend the full amount on my card at once?
No, the funds available on your card can be spent all at once or over multiple transactions with no limit.
What if the purchase amount exceeds the balance on my card?
When making a purchase you should know the balance on your card to ensure that there are enough funds available to cover the purchase. If the amount of a purchase which you wish to make using your Card is greater than the available balance, most merchants will allow you to pay the difference in cash or by another payment method. You must inform the merchant of the Card Value prior to attempting the transaction. This is known as a split transaction.
Why is my card loaded in a different currency?
Make sure you read the letter that accompanied your card, it is possible that your card has been issued in the EUR or GBP equivalent of your local currency. If the amount on your card was converted from your local currency, it is possible that the value is slightly higher or lower depending on the rate at the time of conversion.