Frequently Asked Questions (FAQ)

  1. What is a prepaid card?
  2. Does it have a credit limit?
  3. How do I get help if I have questions about my card?
  4. Are there any fees for using my card?
  5. Can I change the PIN assigned to me?
  6. I have forgotten/lost my PIN number, what do I do?
  7. What should I do if my card is lost or stolen?
  8. What happens if I change my address?
  9. Does my card ever expire?
  10. What happens if I no longer want to use my prepaid card?
  11. Is the card safe and secure to use?
  12. What if I have a problem?
  13. What is the cost of using a Prepaid card?
  14. Can I pay money directly to a bank account from a prepaid card?
  15. Can I draw cash using the Prepaid card?
  16. What happens if I have lost my receipt?
  17. What is IVR?
  18. Why do I need to call the IVR?
  19. What number do I dial to access the IVR?
  20. I have received my prepaid card, now what do I do?

1. What is a prepaid card?

It’s like a debit card but it’s loaded to a predefined amount and can be re-loaded as and when required.

You will only be able to make purchases with the card when there are sufficient funds on your direct payments prepayment card and you will not be able to spend more than this amount.

The prepaid card works just like any other bank debit card. If you wish to buy a product or service you can use the card in person, over the internet or by using the telephone.

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2. Does it have a credit limit?

No, it’s not a credit card and carries no credit limit. You cannot spend more money than is held on the card account.

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3. How do I get help if I have questions about my card?

If you have questions related to your card visit the BudaPay PrePaid Mastercard website or call the customer services team on +44 (0) 207 127 6901.

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4. Are there any fees for using my card?

There are cardholder fees associated with the use of the BudaPay PrePaid Mastercard. Please refer to the terms and conditions.

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5. Can I change the PIN assigned to me?

Yes, you are able to change your PIN.

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6. I have forgotten/lost my PIN number, what do I do?

If you have forgotten or lost your PIN or believe its security has been compromised, please call Customer Services on +44 (0) 207 127 6901 and have your card cancelled, you must also inform the BudaPay administrators who will request a new card for you.

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7. What should I do if my card is lost or stolen?

If your card has been lost or stolen you must inform BudaPay administrators immediately on +44 (0) 207 127 6901, the Customer Services number is located on the back of the card.

How long will it take to replace the card?

It normally takes 5-10 working days.

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8. What happens if I change my address?

You must notify the BudaPay administrators immediately.

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9. Does my card ever expire?

Yes, you can find the expiry date on the front of your card. If your card is about to expire, and is still active, please contact the BudaPay administrators if you have not received a new card. Any balance remaining on the card will be transferred to the new one before it’s despatched to you.

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10. What happens if I no longer want to use my prepaid card?

If you wish to cancel your prepaid card or no longer wish to use it then contact the BudaPay administrators, do not destroy the card.

What if the amount of my purchase is more than my available balance?

In this case, your purchase will be declined. You will either have to wait until your card is reloaded or arrange for emergency funding to your card.

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11. Is the card safe and secure to use?

As with all credit and debit cards we use, every precaution needs to be taken to keep the card safe and your PIN secure. Please refer to the Card holders terms and conditions. The pre-paid card aims to reduce the need to carry or hold large amounts of cash.

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12. What if I have a problem?

If you have a query about the card itself or you have an unknown transaction on your card account or a transaction has been declined but you still have funds on your card account then please call the BudaPay customer service team on +44 (0) 207 127 6901.

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13. What is the cost of using a Prepaid card?

Please refer to the cardholder fees in the terms and conditions.

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14. Can I pay money directly to a bank account from a prepaid card?

No, prepaid cards are not to be used to pay direct to bank accounts.

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15. Can I draw cash using the Prepaid card?

Yes, you can withdraw cash from the ATM.

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16. What happens if I have lost my receipt?

No receipt, no refund.

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17. What is IVR?

Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF (dual-tone multi-frequency signalling) keypad inputs.

It means you can use your telephone to navigate your way through a computer by either selecting the numbers on your telephone keypad or by using simple voice commands.

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18. Why do I need to call the IVR?

Certain functions can be carried out using the IVR. These include:

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19. What number do I dial to access the IVR?

These numbers are available 24 hours a day, every day and the instructions are in English, Spanish and French.

If you only require support in English, then you can call between Monday to Friday (except on Bank holidays) between 08:30-23:00 (for other languages between 09:00-18:00) on +44 (0) 207 127 6804.

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20. I have received my prepaid card, now what do I do?

Using the card is very simple. However, before you start using the card you must do the following:

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Mastercard and the Mastercard Brand Mark are registered trademarks of Mastercard International Incorporated.

The BudaPay PrePaid Mastercard is issued by Prepaid Financial Services Limited pursuant to a license from Mastercard International Incorporated. Prepaid Financial Services Limited is regulated and authorised by the Financial Conduct Authority, registration number 900036. Registered Office: 36 Carnaby Street London, W1F 7DR.