Frequently

Asked

Questions

Frequently Asked Questions

General Information

How does Cash Passport work?

Cash Passport is a chip and PIN protected prepaid Mastercard® currency card. Before you travel, you can load multiple currencies onto it at the most current foreign currency exchange rates, and then use it in millions of ATMs displaying the Mastercard Acceptance Mark, to access your money quickly and safely. You can also pay for goods and services online and in store, wherever Mastercard is accepted.

Where can I use Cash Passport?

Your Cash Passport can be used to withdraw money from millions of ATMs worldwide displaying the Mastercard® Acceptance Mark. To check their location, visit the ATM locator. You can also use your card to pay online and in stores around the world, wherever Mastercard is accepted.

You can use your Cash Passport in countries or areas with a different currency to those on your card. The system will automatically convert your stored currency, or currencies, to the local one. Please note that for any transactions in a currency different from the currencies loaded on your card, the funds available on the card will be used in the following order of priority: CAD, USD, EUR, GBP, JPY, AUD, and MXN, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited. If you attempt to withdraw cash from an ATM, or use your card at shops, restaurants, hotels and online in any of these countries or geographical regions, your request will be declined and the reason given as ‘Decline, prohibited country’. The countries or geographical regions currently affected are: Iran, North Korea, Sudan, Syria and Crimea.

Can I use my Cash Passport to shop online?

You can use your Cash Passport to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard® cards. By using your Cash Passport in the currency that the online site trades in (if it is one of the currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that’s printed on the signature strip on the back of the card.

Cash Passport may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

What currencies can I load my Cash Passport with?

Cash Passport can be loaded with Canadian Dollars only, which will either be added to your Canadian Dollar Wallet, or converted into up to six (6) additional currencies. Including US Dollars, Euros, British Pounds, Japanese Yen, Australian Dollars, and Mexican Peso, at an exchange rate determined by the branch [What if you do this online or via the app?] where you load it. You can move money between the currencies on your card, at your convenience, 24 hours a day, 7 days a week via Mastercard My Account.

How does Cash Passport compare to credit and debit cards?

Cash Passport is a convenient way of carrying your travel money overseas, offering all the peace of mind you need from a travel card. Pre-loading your Cash Passport gives you more control of your travel budget than a standard debit or credit card and with fixed ATM fees and no transaction fees on purchases, it’s easier to manage your overseas spending. Unlike credit cards, you’ll pay NO CASH ADVANCE fees for funds withdrawn at an ATM.

Also, unlike credit and debit cards, if you’ve loaded a currency other than Canadian Dollars on your card, you’ve already converted to the local currency and locked your rate before you go. Provided you spend in the currency you’ve loaded (e.g. USD in the United States), you don’t need to worry about foreign exchange fluctuations while you’re abroad. It’s easy to keep track of exactly what you’ve paid in local currency and how much you have remaining on your card.

How do I get an additional card?

For peace of mind on your holiday, you can get an additional card at no additional cost at the time of purchase of your initial card and use it as a backup. Please see the terms and conditions for more information.

What is 'contactless'?

Cash Passport is Mastercard contactless enabled. Mastercard contactless is the faster way to pay for purchases of under $50*. No signature or PIN is required. Just tap your card against the reader and go. For more information, please visit Mastercard contactless.

* Transaction limits are subject to change and different transaction limits will apply in different countries.

Should I use my card to reserve a hotel room, or as a deposit for car rental and cruises?

While your card is really adaptable, it’s not suitable for everything. You shouldn’t use your card as a deposit with car rental companies, hotels or cruise lines. This is because they will estimate the final bill and will require a sum of money to be reserved on your card to cover this. You will not be able to spend the reserved amount for some time. You can of course use your card to settle your final bill.

Does my Cash Passport have an expiration date?

Your Cash Passport is valid for up to five (5) years (see the valid thru on the front of your card), so you can use it multiple times during the lifetime of the card. Simply reload it for your next trip, load currency onto it when the exchange rate looks attractive or when you have a little spare money.

Make Cash Passport your simple and smart long-term solution for managing your holiday money. Simply keep your card, free of charge for 12 months from the date you last made a purchase, a withdrawal at an ATM or added money to your card. If you haven’t had any activity on your card for 12 months or longer, then you may incur a fee (unless prohibited by law). See the terms and conditions for more details.

When my Cash Passport expires, what do I do?

You can either move your money to a new card, or cash out the balance (subject to fees) and close your Cash Passport*. To cash out and close, please call Global Assistance.

* Québec sales only: The card will be available for re-issue on the expiry date indicated on the face of the card without reduction of the card balance.

How do I close my Cash Passport account?

If you would prefer not to keep your card for another trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from an ATM displaying the Mastercard® Acceptance Mark.

Alternatively, you can contact Global Assistance and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a Canadian bank account in the name of the primary cardholder only. Please see your terms and conditions for more information. You may be given the option to donate (some or all) left-over funds to charity.

Managing my Mastercard Account

What is Mastercard My Account?

Mastercard My Account is an online card management area where, once you have registered your Cash Passport, you can check your balance, obtain a PIN reminder, move money between currencies and review your transaction history.

How do I register my card in Mastercard My Account?

If you bought the card in branch, go to your Mastercard My Account select ‘New Registration’ and simply follow the instructions on the screen.

How do I change my PIN?

You cannot change your PIN but you can get a PIN reminder by selecting the ‘PIN reveal’ option in Mastercard My Account. Alternatively, you can call Global Assistance and select the PIN option, 24 hours a day, 7 days a week.

How can I check my balance and move money between currencies?

You can check your balance, view your transaction history and move money between currencies as soon as you’ve registered your card in Mastercard My Account

Can I check my balance using an ATM?
You may also be able to make a balance enquiry at some ATMs, although this depends on the country and the ATM used. Please note that with ATMs:

  • There may be a fee payable (to the ATM operator) for balance enquiries.
  • If an ATM displays a balance for the Card, it may be displayed in US Dollars or in a different currency. The exchange rate applied may also be different to ours and discrepancies can arise.
  • ATMs will not display a separate balance for each currency. An accurate balance for each currency can be obtained through ‘My Account,’ by phoning Card Services or through the mobile app.
How do I reload my Cash Passport?

Even with a zero balance, your Cash Passport is still valid for future use (up to the expiration date on the card), and you can reload it for your next trip anytime, until card expiry and subject to reload limits.

Payments and Transactions

What are the fees and limits of a Multi-currency Cash Passport card?

See our terms and conditions for all the details on fees and limits.

What if I don’t have enough of the currency I need?

The great flexibility and added functionality of Multi-currency Cash Passport means that as long as you have more than one currency loaded, the card will automatically select the next available currency, in the following order: CAD, USD, EUR, GBP, JPY, AUD, and MXN.

The search will automatically begin from Canadian Dollars. If you have insufficient funds of the currency you need, or you do not have the currency of the country you are visiting on your card at all, you can still use it to make a payment. Cash Passport will automatically convert the amount of the transaction from local currency into the currency (-ies) available on your card, in the order described above, at an exchange rate determined by Mastercard® on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

What if I’m offered the option to pay in Canadian Dollars while I’m abroad?

When abroad, you may be asked if you want to pay in Canadian Dollars (CAD) rather than the local currency, sometimes referred to as Dynamic currency Conversion. By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you.

Remember that if you do not have enough funds in the local currency on your card, the balance will be taken from another currency on your card, in the following order of priority: CAD, USD, EUR, GBP, JPY, AUD, and MXN. This will happen at an exchange rate determined by Mastercard® on the day the transaction is processed, increased by a foreign exchange margin determined by Canada Post (see the Fees and Limits section for more details).

What if the ATM asks for a six digit PIN?

In some countries, you may be asked for a six-digit PIN, when using an ATM. However, Cash Passport uses a standard four-digit PIN, which will still be accepted as normal if the ATM has been set up correctly in compliance with Mastercard® regulations. If you need assistance with any PIN issues, please call Global Assistance.

What happens if I do not have sufficient funds available in my total available card balance to cover the value of the transaction plus the tolerance amount?

If you do not have sufficient funds available in your total available card balance to cover both the value of the transaction plus the tolerance amount, the transaction may be declined. For example, you have lunch at a restaurant and the total bill is US $50.00. You only have US $50.00 on your card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US $50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US $60.00 ($50 + 20% tolerance ($10) = $60.00).

Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card balance to cover the addition of tolerance. If the merchant supports it however, you can use your card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your card. The cashier should process your card payment first, and then accept the remainder of the balance in whichever way you want to pay it. Please also see the ‘Using the card’ section of your card Terms and Conditions.

When I use my card at a bar, restaurant or gas station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card balance until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner. If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard®, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Cash Passport), we recommend that you check your transaction history regularly via Mastercard My Account and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorizing the transaction.

How much more than the bill amount do I need to have on my card for transactions at bars, restaurants and gas stations?
When using your card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorization. The addition of this percentage or fixed amount to the transaction amount authorized by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available card fund. The bullets below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

  • For bars and other similar establishments – 20% tolerance (% of the authorised amount).
  • For restaurants and other dining places – 20% tolerance.
  • Automated fuel dispensers – CAD $78 or currency equivalent.

Security

How secure is Cash Passport?

Cash Passport is chip and PIN protected. To reduce the threat of fraud, your Cash Passport is not linked to your personal information and is completely separate from your bank account.

Note: You cannot change the PIN that is assigned to your card at the time of purchase. You must memorize this PIN and the security questions you set.

Why is tolerance applied to chip & PIN transactions?

When using your card at merchants where tolerance is applied, in some locations your card may be authorised by the merchant prior to you agreeing the final bill, e.g. where you allow your card to be swiped at a bar to open a tab. The amount authorised by the merchant at this time plus the tolerance amount is reserved from your available balance. This is the case whether your card only has a magnetic stripe or is chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorise the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below:

  • For bars and other similar establishments – 20% tolerance (% of the authorised amount).
  • For restaurants and other dining places – 20% tolerance.
  • Automated fuel dispensers – CAD $78 or currency equivalent.
How do I protect myself from ID theft and fraud?

Every day, activity on Cash Passports is monitored to detect unusual behaviour, and if something suspicious is spotted, you’ll be contacted to check your transactions.

To keep your travel money secure:

  • Sign your Card as soon as you receive it.
  • Check your transactions regularly (at least once a month), online or through the mobile app.
  • If you print statements from the internet, keep them safe and shred them when you’ve finished using them.
  • Never give your personal details to anyone on the telephone.
  • Never give out your details in response to unsolicited email. If we contact you by email, we will NEVER ask you to click on a link that directs you to enter or confirm your security details. If you are in any doubt regarding the authenticity of an email regarding Cash Passport, call our Card Services team immediately for clarification.
    Be wary of anyone who asks for common security details like your mother’s maiden name, passwords, date of birth, or information about your work.
  • Never give your PIN to anyone, even if they claim to be from your Card issuer. If you are asked to type your PIN into a website along with your Card details, it is probably fraudulent. Close the browser and contact Card Services immediately.
  • Don’t be distracted when using ATMs or point of sale terminals — somebody may be trying to find out your PIN.
How do I guard against ATM fraud?

Never keep your PIN with your Card. Stay alert when using ATMs, and ensure that:

  • The ATM has not been tampered with.
  • Nobody can watch you entering your PIN.
  • Your Card and cash are concealed and safe before you leave the ATM.
  • You retain any printed records for safe disposal at a later time.

If your Card is retained, please contact Card Services immediately for assistance.

How can I prevent counterfeit fraud?

Always keep your Card in sight when making a purchase so it can’t be skimmed.

‘Skimming’ occurs when the genuine data on a card’s magnetic strip is electronically copied onto another card, allowing fraudsters to steal the funds on your card. This can happen at fuel stations, restaurants, bars and ATMs. Avoid skimming and protect your travel money by always keeping your Card in sight.

How can I protect myself when I shop online?

Issues and Problems

Issues and Problems

What if I’m having a problem using my Cash Passport?

If you have a problem using your card, here are the things you should check first:

  • You have enough money on the card for the purchase you wish to make.
  • You are using the correct PIN.
  • You are purchasing from a merchant that accepts Mastercard®.
  • You aren’t over your daily spending or withdrawal limits.
  • The ATM you’re using has its own withdrawal limits.You retain any printed records for safe disposal at a later time.
What if an ATM asks me to choose an account?

It is recommended that you choose ‘Credit’. You can only withdraw cash from an ATM up to the available balance on your Multi-currency Cash Passport (including any applicable fees) and if the amount is within the ATM’s issuing limit.

What if my Cash Passport is lost/stolen/damaged?

Call 24/7 Global Assistance who will get you back in control of your money. Remember, you can also request an additional backup card when you purchase your original Cash Passport prepaid travel card.

What do I do if I find an incorrect transaction on my card?

It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on Mastercard My Account. If you have any queries about your Cash Passport balance or you notice a card transaction that you do not recognize, please notify the 24-hour Global Assistance team as soon as possible and in any event within sixty (60) days of the transaction debit date. They will be happy to check and confirm the transaction details for you. If there is a transaction which is not correct, Global Assistance can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognized transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

What if my Cash Passport is declined?
If your Card is declined, verify if:

  • You have enough money on your card for the purchase you wish to make. You can always use your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first. Be aware that some bars, restaurants and automated gas pumps may require the card to have an available balance greater than the purchase amount before they will authorise the payment.
  • You are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in Mastercard My Account or by calling Global Assistance and selecting the PIN option.
  • The merchant you’re purchasing from accepts Mastercard.
  • You haven’t exceeded the daily spending limit.
  • Check your balance on Zenwallet to always make sure you have enough funds or to reload on the go.
Why don’t I have as much money available on the card as I thought?
This could be because:

  • A  merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you.
  • In the case of an automated gas pump transaction or when you use your card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories, including:
    • Bars and other similar establishments – 20% tolerance (% of the authorised amount).
    • Restaurants and other dining places – 20% tolerance.
    • Automated fuel dispensers [gas pumps?] – CAD $78 or currency equivalent.
What if my Cash Passport is declined?
If your Card is declined, verify if:

  • You have enough money on your card for the purchase you wish to make. You can always use your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first. Be aware that some bars, restaurants and automated gas pumps may require the card to have an available balance greater than the purchase amount before they will authorise the payment.
  • You are using the correct PIN. You can get a PIN reminder at any time by selecting the ‘PIN Reveal’ option in Mastercard My Account or by calling Global Assistance and selecting the PIN option.
  • The merchant you’re purchasing from accepts Mastercard.
  • You haven’t exceeded the daily spending limit.
  • Check your balance on Zenwallet to always make sure you have enough funds or to reload on the go.
How can I contact Global Assistance?
Please note that, for security reasons, whenever you contact Card Services, you must NOT include your full Multi-currency Cash Passport Card number in any written correspondence. The Card number should always be supplied by providing the first six (6) and last four (4) digits only.

BY EMAIL

If you have a general query, or want to pass on any comments about using your Multi-currency Cash Passport, please email [email protected].

Please note that, in the interest of security, the following subjects cannot be discussed by email or fax. Please phone the 24 hour Card Services team, who will be able to assist you in relation to the following:

  • You have enough money on your card for the purchase you wish to make. You can always use your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first. Be aware that some bars, restaurants and automated gas pumps may require the card to have an available balance greater than the purchase amount before they will authorise the payment.
  • Lost or stolen Multi-currency Cash Passport Cards
  • Queries regarding transactions on your Multi-currency Cash Passport or balance enquiries
  • PIN assistance
  • Guidance setting up your Multi-currency Cash Passport online
  • Help with forgotten username and/or passwords
  • Card activations

BY PHONE

Please click here to find details on how to contact the Card Services team by phone.

BY POST

Card Services
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ
United Kingdom