frequently asked questions
I would like to apply for a credEcardplus
account – what do I need?
You must be 18 years of age or over.
You need to provide proof of your identity and address so, before applying, please
have the following details available: Your full name, address, mobile number, email
address and date of birth. Adding your passport and/or driving license details can
speed up your application. A fee of £10.00 applies. You can apply for a card and
either pay by text message, print a barcode coupon and pay at your local
PayPoint outlet, or by Credit/Debit Card via NoChex.
Can I order an additional card when I apply for a credEcardplus
account?
Yes, you can order an additional card for a family member, partner or friend at
the time of application, provided that the additional cardholder is 13 years or
over.
Alternatively, you can request an additional card on your e-account when your account
is active. There is a £10 fee for an additional card and only one additional card
per account is allowed.
Is there a charge to open a credEcardplus
account and how do I pay?
Yes, there is a £10 card issue fee which you can pay during the application process
by:
- Text message
- Printing the PayPoint slip (with barcode) and taking it to your local PayPoint outlet
- Debit/Credit card
Do I need to sign an agreement?
No. By activating your card you are agreeing to the terms and conditions of the
account. The terms and conditions will be sent to you with your card. They can also
be viewed via your online account and on this website.
Is a credEcardplus the same as a debit
card or credit card?
No,
credEcardplus is a prepaid card and does not offer an overdraft
facility; you can only spend what is loaded onto the card. It offers many of the
same features such as a UK account number and sort code and can be used anywhere
that displays the Visa acceptance mark. Your online account can be used in a similar
way to other online banking accounts however it offers no direct debit facility.
There are no hidden charges and you can view the fees
here.
Please note that
credEcardplus 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. We ensure that
any funds received by you are held in a segregated account so that in the unlikely
event that Contis Financial Services Ltd becomes insolvent, your funds will be protected
against claims made my creditors.
When will I receive my card?
Subject to payment being received and a valid identity check, your card will arrive
by post to the address supplied on your application within 10 working days.
How do I activate my card?
You will receive a 3 digit activation code by text and email, to activate the card
you will need to do one of the following:
- Telephone 0844 412 1717 (calls cost 5.105p per minute plus network extras), choose
option 2 and follow the instructions. Choosing this option means you can retrieve
your PIN at the same time.
- Text ACTIVATE along with the last four digits of the card number and your activation
code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983)
- Log into your online account and follow the activation instructions provided
How do I retrieve my PIN?
To retrieve your PIN you need to telephone 0844 412 1717 (calls cost 5.105p per
minute plus network extras), choose option 2 and follow the instructions.
When can I start using my card?
You can start using your card as soon as it has been activated and funds have been
loaded onto the card.
How do I sign into my online account?
Once your account is opened you will be sent an email with your username and password.
You can then login via the 'login' button on this website.
What is included in my online account?
You can do the following on your
credEcardplus e-account:
- View and print statements
- Pay bills
- Transfer money to other accounts
- Set up standing orders
- Request an additional card for a family member or friend
- Refer a friend
- Update your personal details
- View your agreed credEcardplus account Terms and Conditions
- Report your card lost or stolen
Can I pay my utility bills using my credEcardplus
e-account?
Yes, you can pay individual bills and, if your utility provider accepts Standing
Order payments then you can set this up to make regular payments from your e-account.
You cannot set up Direct Debits on your credEcardplus account.
How do I add more funds?
To load / top-up your account with cash at a PayPoint location, please take your
card to any PayPoint retailer and hand it over along with the money you want to
put on it. The retailer will swipe the card through their terminal and load your
card with money. The cash will be on your card immediately.
If you prefer, you can print out your PayPoint top-up slip (with barcode) from within
your online account, take it to a PayPoint retailer and give the slip with your
cash and your money will be in your account within 24-36 hours. You can give the
PayPoint top-up slip to anyone as it is unique to you and can only be used to deposit
money.
To find your nearest PayPoint retailer,
click here
Alternatively you can transfer money from another account or have your wages, benefits
or a loan paid onto your card. You will need to provide the following details to
your employer or the company / person transferring the money:
Account Name:
|
Name on the account
|
Account Number:
|
8 digit account number*
|
Sort code:
|
62-30-53
|
Bank Name:
|
Natwest Bank, Exchange Buildings, High Street, Skipton, BD23 1JL
|
* available within online account or from Customer Services following completion
of application
|
|
Topping up via bank transfer is free.
|
How quickly are funds available in my account?
Paypoint: Funds loaded using your card are available immediately. Funds loaded using
your unique bar code are available 24 – 36 hours after the transaction. (See
fees page for charge and maximum load.)
Bank transfers: For payments into the account we will load them on the day we receive
the funds.
How quickly are funds transferred from my account?
- Future dated bank transfer – up to 3 working days (FREE)
- Next day bank transfer (request before 5pm) – next working day (£3 charge)
- CHAPS (request before 2.30pm) – same day (£15 charge)
How do I know when someone has put money on my card?
You can set up e-mail and / or SMS alerts to advise you when you have received a
payment into your account. These alerts are instant, you will receive them as soon
as funds are received.
Where can I use my credEcardplus?
You can use your
credEcardplus card wherever you see the Visa acceptance
mark, including shops, restaurants, online and for telephone or tv shopping. You
can withdraw cash at ATMs and request cashback at most supermarkets. Please see
fees page
for information on charges.
How do I get cash out of my account?
You can withdraw cash from an ATM using your card and PIN. We will charge you 75p
per withdrawal and some ATM operators may add an extra fee for each withdrawal.
You can also get cashback, free of charge, at most supermarkets.
Can I use my card abroad?
Yes, your card can be used worldwide – wherever you see the Visa acceptance mark.
Please see
fees
page for information on international transactions.
What if I need to return an item I bought using my card?
The retailer will use the same return policy they have for any Visa card – this
could be crediting your card, providing a cash refund or offering a store credit.
Will I receive interest if my account is in credit?
No, you will not earn interest on your account balance.
What if my card is lost or stolen?
If you lose your card or it is stolen, or you suspect that your PIN or password
is known to an unauthorised person, you must tell us immediately either by logging
on to your e-account to notify us or by calling us on 01756 693 275. Your Prepaid
Card will immediately be cancelled and we will arrange for a new card to be sent
to you. There is a £5.00 charge for reissuing the card and PIN. If you subsequently
find the card, please don’t use it - cut it in half through the signature box, magnetic
strip and CHIP.
Do I need to inform you of changes to my personal details?
Yes, please let us know as soon as possible if you change name, address, telephone
number, mobile number or e-mail address. You can do this by logging into your e-account
and updating your personal details or by telephoning our customer services team.
Evidence of a name change is required (e.g. marriage licence).
How do I close my credEcardplus account?
You can cancel your card up to 14 days from the date you purchase it without incurring
any penalty or charge. Your card is valid for 36 months but you can cancel at any
time by calling customer services (please see
fees page for cancellation charges).
How do I contact you?
You can contact us by email at
customerservices@credecard.com
or 0844 412 1717 (calls cost 5.105p per minute plus network extras) between 8.30am
to 6pm Monday to Friday, and 8.30am to 5pm Saturday (excluding public holidays).
You can also write to us at
credEcardplus, Navigation House, Belmont
Wharf, Skipton, North Yorkshire BD23 1RL