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Page 3 of 3 FAQ
What is my PIN?
Your PIN (Personal Identification Number) is a unique four figure number assigned
to your card and known only to you. It allows you to withdraw cash from Visa cash
machines worldwide.
You should memorise your PIN (you can always change it to a number that is easier
to remember) rather than writing it down anywhere. If you must write it down,
make sure that it is disguised and kept separate from your card. How do I change
my PIN?
You can change your PIN through this website or by calling our Card Services team.
You will be asked a number of security questions from your original application
form.
What do I do if I forget my PIN?
You can request a new PIN through this website or by calling our Card Services
team. You will be asked a number of security questions from your original application
form.
Why would I want an additional card?
Additional cards can be useful if you are travelling with others who are drawing
from the same funds. They also provide immediate access to your funds if your
main card is lost, damaged or stolen.
How much money can I load onto my Cash
Passport card?
This varies depending on where you bought the card. Please refer back to the card
issuer for details.
How can I check my balance?
Many cash machines will tell you your balance at the time of withdrawing cash.
For those which do not, you can always check your balance here at the website
or by calling our Card Services team. You will be asked a number of security questions
from your original application form.
Can I get a statement of my transactions?
Yes, a statement is available here from the website or can be sent to you by our
Card Services team. You will be asked a number of security questions from your
original application form.
What do I do if my card is lost or stolen?
Call us free on one of the numbers displayed in the My Account section. Our Card
Services team will cancel the lost card and arrange to get you emergency cash,
travellers cheques or a replacement card, depending on where you are.
What if my card is retained by a cash
machine?
It is highly unlikely that this will happen. However should your card be retained
by a machine, the procedure is the same as for a lost or stolen card.
Call us free on one of the numbers displayed in the My Account section. Our Card
Services team will cancel the lost card and arrange to get you emergency cash,
travellers cheques or a replacement card, depending on where you are.
How much will I be charged for each
transaction?
This varies depending in where you bought the card. Please refer back to the card
issuer for details.
Will I find cash machines where I am
going?
There are over 800,000 Visa cash machines worldwide so, unless you are travelling
to somewhere remote, it is very unlikely that you won't be able to find one. To
check on the location if Visa cash machines, click here to use the Visa ATM locator.
How do I reload my card?
The easiest way to reload your card is to go back to the card issuer where you
bought it. They may also have made arrangements whereby you can reload your card
through their website or by contacting them by telephone. Contact your card issuer
for details.
What is Cash Passport Emergency Assistance
and am I eligible to use it?
Cash Passport Emergency Assistance is an additional service offered to many of
our cardholders. The literature you received with your card will tell you whether
or not this applies to you. Cash Passport Emergency Assistance helps you with
unexpected emergencies: lost passports, stolen credit cards or cash, sudden illness
or legal problems. The last thing you need when you're far from home is the stress
of a crisis. Unlike travel insurance, which compensates you after the event, Cash
Passport Emergency Assistance is there night and day to ensure that your holiday
gets back on track straightaway. We take care of the situation so you can enjoy
your holiday again.
How do I withdraw the remaining cash
from my card if it is too small for a cash machine to issue?
The easiest way to cash out your card if you don't want to reload it for your
trip is to go back to where you bought it. If this isn't possible, call our Card
Services team who will arrange to credit your bank account with the remaining
balance.
I have bought a card for my son / daughter
who is travelling. Can I reload it on their behalf if they need additional funds?
Yes, by contacting the issuer where you bought their card. You will be asked for
identification.
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