Frequently Asked Questions
Is my OH Prepaid MasterCard like a normal bank debit card or credit card?
Your OH Prepaid MasterCard is not a credit card or charge card, it's a prepaid card that carries a variable amount of money based on the amount loaded onto the account when the card is purchased or at a subsequent time after purchase. Each time you use the card to buy something or withdraw cash at an ATM, the purchase amount is deducted from the available balance.
I would like to buy a OH Prepaid MasterCard. How do I do this?
You can order your card from this website. You can pay for the card online using an existing debit or credit card. To issue a card we will need your passport number or UK driving licence number, and a delivery address for the card.
Is there a need to sign an agreement?
No. When you complete your application, you will be asked to review the terms and conditions associated with the use of your card. Continuing with the purchase of the card is contingent upon you having electronically agreed to accept these terms and conditions.
When do I get my card?
Unless we notify you otherwise, we will issue your OH Prepaid MasterCard within 10 working days of receiving your order.
What do I need to do when I receive my card?
You must sign your OH Card as soon as it is received. You must then activate it before you can access your account or any funds can be loaded. You can activate your card by following the instructions on the card when you receive it.
Can I add further funds to my OH Prepaid MasterCard?
Yes, you can top up your primary OH Prepaid card with cash at any Post Office® Branch or PayPoint location in the UK.
Lastly, you may load your card by using a UK debit card by logging into your account
Who can load money onto my OH Prepaid MasterCard Card?
Anyone can add money to your OH Prepaid MasterCard card using cash at a Post Office or PayPoint Outlet. The maximum top up in one transaction is £500. The balance on your OH Prepaid MasterCard can never exceed £3000 at any time. We reserve the right to refuse to accept any particular loading transaction. If you top up by PayPoint you will be charged at 3% per load. Loading at a Post Office Branch or via BACS e.g. Payroll or by standing order or by Debit Card is £1.00.
After I top up my OH Prepaid MasterCard, how long does it take for you to credit my account?
Once loaded via PayPoint or via Debit Card, funds will be available for use on your OH Prepaid MasterCard immediately. Funds load via a Standing Order or Wages transfer will be credited within 2 hours of receipt during business hours (M-F 9am-5:30pm excluding bank holidays). If you use a Post Office Branch funds should be available the following working day but may take up to 48 hours.
When do I get my PIN?
You can get your PIN at any time by calling 0844 855 2463 and entering your card number and security code when prompted.
Will my card work as soon as I receive it?
No, you will need to activate your card when you receive it. To do this please follow the instructions on the card when you receive it.
My card has suddenly stopped working, why?
This could be for a number of reasons:
- Your card is damaged
- You have no balance left on your prepaid account and need to load some more
- We have blocked the card for security purposes or on your instructions
- The card has expired, please check the expiry date on the card itself
Please call customer services if you require assistance.
Do I receive a statement?
No. However, you can view your current balance and transactions online free of charge here.
What happens if I need to return an item I have purchased?
Each retail store has its own return policies and will handle the returns in the same manner as any other MasterCard card transaction. They may credit your OH Prepaid MasterCard, provide a cash refund, or a store credit.
Will my card work abroad?
Yes, it will work in most ATM's worldwide and with most retailers with electronic terminals that accept MasterCard cards. Remember to memorise your PIN as we are unable to provide you with this over the phone.
Where can the OH Prepaid MasterCard be used?
You can use your OH Prepaid MasterCard wherever you see the MasterCard Acceptance Mark, including shops, restaurants, online or on the telephone. With your PIN you can also use your OHPrepaid MasterCard to buy in stores with Chip and PIN terminals and get cash from an ATM. Before using your OH Prepaid MasterCard you need to make sure there are enough funds loaded on it. You will not be able to use your card after its expiry date.
Where can I use my card in the UK and abroad?
Please see the MasterCard acceptance section of the website
Can I use my OH Prepaid MasterCard to shop on the Internet?
Yes, wherever you see the MasterCard Acceptance Mark.
What about Internet Security?
Internet shopping is increasingly popular and most reputable retailers run sites that are safe and secure. However, if you are concerned about security, CardWatch (www.cardwatch.org.uk) offers some simple guidelines to follow when buying online. These should ensure that your shopping is as safe as it would be on the high street.
What are my rights as a Consumer when shopping online?
Consumer protection rights apply to purchases made online, just as they do to those made on the high street. If you have problems with an online purchase or retailer, visit the Office of Fair Trading site - The Consumer Information Section (http://www.oft.gov.uk/Consumer/default.htm) has details of your rights.
Will I earn interest on my OH Prepaid MasterCard balance?
You will not earn any interest on any funds loaded on to your OH Prepaid MasterCard
What do I need to do if any of my personal details change?
You must let us know as soon as possible by logging in and using the 'Your Details' facility on the website if you change name, address, phone number or e-mail address. If we contact you in relation to your OH Prepaid MasterCard, for example, to notify you that we have cancelled your card or to send you a refund by cheque , we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.
How do I cancel my OH Prepaid MasterCard?
You have a legal right to cancel your OH Prepaid MasterCard up to 14 days after you receive it. Under these terms and conditions, you also have the right to cancel your OH Prepaid MasterCard at any time after this 14 day period. If your OH Prepaid MasterCard is cancelled, we will immediately block your card so it cannot be used.
You will not be entitled to a refund of money you have already spent on transactions authorised or pending or any fees for use of the card before the card is cancelled or expires. The purchase price of your card is never refundable. You can cancel your card by sending an email to us using the "contact us" function on the Website and confirming that you have destroyed your card by cutting it up.
If you cancel your OH Prepaid MasterCard, we will arrange for any unused funds on your cancelled card to be refunded to you (by sending a cheque to your last notified home address), once all transactions and fees have been deducted, including the refund fee, unless you have arranged to transfer any unused funds to another card managed by us.
We may also cancel your OH Prepaid MasterCard immediately if we suspect fraud or misuse of the card or we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can after we have taken these steps. If we cancel your card, you must tell us what you want us to do with any unused funds within three months of the date we tell you your card is cancelled.
What happens when my OH Prepaid MasterCard expires?
Your OH Prepaid MasterCard will be valid for 24 months. When it expires, you will no longer be able to use your card and we will arrange for the balance of funds to be transferred to your new card, after deducting any outstanding transactions and fees (including the replacement fee). However, we will not issue a new card if you tell us in writing at least 28 days before the date your card expires that you want a refund instead or if insufficient funds exists on the card account to meet the replacement fee. We will try to replace your existing card with the same card colour. If this is not possible we may replace it with any other colour available.
What happens if my card is lost or stolen?
You should treat your OH Prepaid MasterCard like cash in a wallet. Your card is protected by chip and PIN, but it is your responsibility to keep your card safe. When you receive your PIN you should memorise it and destroy the notification. You must keep your PIN secret at all times.
We recommend that you check the balance on your OH Prepaid MasterCard regularly online on the website. You can see your OH Prepaid MasterCard balance and most recent statement of transactions online at any time by selecting the "balance" button on the website and completing the security details.
If you lose your OH Prepaid MasterCard or it is stolen or you suspect that your OH Prepaid MasterCard has been used by someone, you must get in touch as soon as you can. We will then cancel your card. If you ask us to do so, we will ask the police to investigate any suspected misuse of your card and they may need more information and assistance from you.
We will refund the amount of any transactions which the investigations show are not authorised by you, provided you have kept your OH Prepaid MasterCard card and PIN secure. However, if the investigations show that any disputed transaction was authorised by you or you have not kept your OH Prepaid MasterCard or PIN secure, we will not refund the transaction amount and will charge you an administration fee of £10.00.
Can I have the balance on my account refunded to me?
You may request a refund of the funds on your Prepaid Card provided you have more than £ 10 loaded on your Prepaid Card. To do so, send us an e-mail using the "contact us" facility on the Website requesting a refund and confirming that you have destroyed your Prepaid Card by cutting it up. When we process your refund, we will charge a Refund Fee (see Fees section).