ACE-FX Prepaid Currency MasterCard® FAQs

Thinking of buying a card ?

The questions and answers below will help to explain exactly what our Prepaid Travel cards are and how they work.

If you are already a cardholder and have some questions about your card, please contact us

New Customer Questions

Q: What are Prepaid cards? A :

ACE-FX Prepaid Currency MasterCard®'s Cards are different from credit and debit cards. They work like pay-as-you-go mobile phones where you need to load money on to them in the first instance. So, each time you use the card to purchase something or withdraw cash at an ATM, the amount is deducted from the card balance. Multi Currency cards can be used in the UK or for people travelling and crossing borders who need to use different currencies within one trip.

Q: What are Prepaid Travel cards? A :

Euro and Dollar cards are used to buy and spend currency in the denominated currency. Currency is bought online, and the amount purchased is loaded straight onto a Prepaid Card which is then delivered to your door. This card can then be taken with you when you go away and used to pay for bills, trips etc wherever you see the MasterCard Acceptance Mark.

Q: The concept is new to me, how do you use them? A :

Buying and using an ACE-FX Prepaid Currency MasterCard®;s Cards is easy. Simply:


  1. Purchase your travel money card at the site.
  2. Your travel money will be delivered to your door pre-loaded onto your new card.
  3. Activate your card and retrieve your PIN following the instructions provided.
  4. Take your card with you when you travel and spend wherever you see the MasterCard Acceptance Mark.
  5. Top up your card online, when your cash runs low during your trip, or in time for your next holiday.
Q: Who are they for? A :

Prepaid cards could be great for people who:


  1. Regularly travel abroad, and want an easy way to buy, carry and spend travel money.
  2. Are looking for a flexible alternative to travellers' cheques, physical cash and credit or debit cards.
  3. Want great FX rates, and don't want to worry about fluctuating rates when abroad.
  4. Want to reduce the risk of overspending when they are away.
  5. Can't get a bank account but prefer the convenience of a card for everyday shopping - there is no credit check, so everyone can apply*.
  6. Are cautious with their cash and want to control their spending - there is no line of credit.

*ID and Verification documents to be taken to verify an individual.
Q: How is money loaded onto the cards? A :

Money is pre-loaded onto the card during the initial sign up process. To top money onto the card when it runs low, cardholders simply log into a personal web account and transfer money from an existing debit/credit card.

Q: What are the fees for using the account? A :

We have tried to keep the card fees as low as possible. For a full breakdown, please see the fee summary.

Q: Do the cards work in countries outside the currency of the card? A :

Yes, cards will work in most ATMs worldwide and with most retailers with electronic terminals that accept MasterCard cards. However, there is a cross currency charge applied where the transaction is performed in a different currency from the card. See the Fee summary.

Q: Can the cards be used in the UK? A :

The Multi Currency cards are best used for purchases made in the UK, however, Euro and Dollar cards can also be used, but there is a cross border fee applied. See here for all fees.

Q: Can they be used again and again? A :

Yes, the cards are intended to be re-loaded with funds and used every-time you travel abroad. Please see the fee table for maximum loading limits.

Q: When's best to buy a card? A :

Cards are delivered within 7-10 working days from the date of application. Therefore we recommend that you apply for the cards at least 10 days before you travel.

Q: Can the card be used online? A :

Yes wherever you see the MasterCard Acceptance Mark.

Q: Who can load money onto the cards? A :

Cards can be loaded by yourself online by a debit card registered to your home address.

Q: Can I use the cards to book hotels and car hire? A :

Yes, the cards can be used for booking hotel stays and car hire. However, a pre-authorisation is usually taken on the card to guard against non payment. These funds will not be available to spend for a period of up to 21 days, even after you have settled your final bill. To prevent this, we recommend you only use these cards to settle your bill at the end, rather than at the start.

Q: What are the fees and limits on point of sale transactions? A :

For a full breakdown of all fees associated with the card, please see the Fee summary

Q: I have bad credit history, could I still get a card? A :

Yes, with the Card there's no credit facility, so there is no credit check. All applicants must be 18 years old, and over, and a UK resident. Acceptance is subject to successful identification verification.

Existing Customer Questions

Q: When do I get my card PIN? A :

For new cards, your PIN will be read out to you when you call to activate your card, please call 0124 477 0518. You can change your card PIN to a more memorable one at any time (you can do this at most ATMs which display the MasterCard Acceptance Mark).

Q: I've forgotten my card PIN - What should I do? A :

Please check that your card is active; you can check this via your online account. If your card is active, and you have forgotten your PIN call 0124 477 0517.

Q: What do I need to do when I receive a replacement card? A :

If your new card replaces a card which has been lost or stolen, then you will need to call 0124 477 0517 to activate and to receive your card PIN you will need to call 0124 477 0518. However, if your new card simply replaces a card which was damaged or expired, then your card will already be activated and you can continue using your existing PIN.

Q: How do I reload my card and how long does it take for the money to show in the account? A :

To top money onto the card when it runs low, simply log into your web account and transfer money from an existing debit card (funds will be available to use within a few minutes), or set up a bank transfer (funds will be available immediately). Please see the fee summary for all top-up fees and timescales. Please note that secondary cards can only be topped up online via the primary card holders' account.

Q: How do I create an online account? A :

You will be directed to create an account as part of the initial sign up process. To access your account, please use the tab on the home page to log in.

Q: I have already created an account, but I have forgotten my password? A :

Please call Customer Services on 01753 77 8647 who will reset the password for you.

Q: Will my card work in countries outside the currency of the card? A :

Yes, it will work in most ATMs worldwide and with most retailers with electronic terminals that accept MasterCard cards. However, there is a cross currency charge applied where the transaction is performed in a different currency from the card. See the fee summary table.

Q: Can I view my balance at an ATM? A :

Unfortunately not all ATMs (especially abroad) will provide card balances. You may need to go to a different ATM. Alternatively, you can check your balance online 24/7.
*Due to local laws money share is not permitted in India.

Q: How do I order a replacement card? A :

If your card is lost, stolen or damaged, log into your personal web account and the options to re-order cards will be available. Alternatively e-mail the Customer Services Team using details on the contact page.

Q: What happens if my card is lost or stolen? A :

You should treat your Card like cash in a wallet. If it is lost or stolen, you may lose some or all of your money held on it, in the same way as if you lost your wallet. As a result, you must keep your card safe and not let anyone else use it. You must keep your PIN secret at all times.
We recommend that you regularly check the balance of your card and recent statement online from your personal web account to ensure that all transactions are accounted for.
If your card is lost or stolen you must get in touch with us as soon as you can using 0800 0835284 if calling from the UK, or +44(0)1159 577420 if calling from abroad. We will then cancel your card. A new card will be issued to you within 7-10 working days, and any funds will be moved to your new card. Please see the fee table for the cost for a replacement card.
Please note that if the card is lost or stolen whilst abroad, unfortunately we are not able to send a replacement to a foreign destination. Your new card will instead be sent to the registered UK address.

Q: Are there any limits on how much money I can withdraw from an ATM? A :

For a full breakdown of all fees associated with the card, please see the fee summary.

Q: Is there a limit on point of sale transactions? A :

For a full breakdown of all fees associated with the card, please see the fee summary.

Q: What happens when my card expires? A :

See the Fee Section for card validity. When it expires, you will no longer be able to use your Prepaid 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). The renewal fee for your replacement card will be charged 21 days before your card is due to expire. Therefore you will need to ensure you have enough monies on your card to cover the renewal fee 21 days prior to the card expiry date. We will not issue a new Prepaid Card if you tell us in writing at least 28 days before the date your Prepaid Card expires that you want a refund instead or if insufficient funds exist on the card account to meet the replacement fee.

Q: What do I need to do if any of my personal details change? A :

You must let us know as soon as possible if you change name, address, phone number or e-mail address. You will be required to provide proof of your new address by sending us a copy of your bank statement or utility bill (which is less than 3 months old).

Q: Is my card covered by the Financial Services Compensation Scheme? A :

The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Prepaid Card. This means that in the event that Wirecard Card Solutions Ltd (“WDCS”) becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.  However as a responsible e-money Issuer, WDCS ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your card. In the event that WDCS becomes insolvent funds that you have loaded which have arrived with and been deposited by WDCS are protected against the claims made by creditors.

Q: Is my card covered by the Consumer Credit Act? A :

As this is a prepaid card it is not covered by the CCA, section 75, or any limitations as a result of this.

Q: What is a Shortfall? A :

A 'shortfall ' occurs when a transaction is completed when there are insufficient funds on the Prepaid Card for that transaction. As your card is a Prepaid Card, it does not have an overdraft facility, and SHOULD not enable the card to fall below £0. However, in rare circumstances beyond our control, your card may in fact show a negative balance. If this case arises, we will endeavour to let you know as soon as possible, and we will ask for the funds to be re-imbursed to us. A 'Shortfall' fee will also be incurred - please see the fee table.

Q: How do I cancel my card? A :

You can cancel your card by e-mailing the Customer Services address which is provided on the contact page.

If you have any funds left on your card the quickest way to receive them is to use any ATM machine and withdraw the funds.

Any remaining balance can be spent in any shop or restaurant etc that accept MasterCard.

Alternatively, Unless you have arranged to move any unused funds to another card managed by us, we will arrange for the funds on your cancelled card to be refunded to you, once all transactions and fees have been deducted, including the redemption fee of £10. This can take up to 10 working.

Q: I have made a purchase in a different currency than is issued on my card. Why was I charged 3.5% fx rate instead of 2.5%? A :

When transaction occurs 1% FX authorisation padding is added to the amount to allow variations in exchange rates between the initial authorisation and when the settlement comes through. After the transaction has been settled the difference will be released back to the card.

See the card T&Cs for more information.

MasterCard® is a registered trademark of MasterCard® International Incorporated. The Card is issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to licence by MasterCard® International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051)