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FAQs
What are the EZ Pay Prepaid MasterCards?
EZ Pay Prepaid MasterCards offer the convenience and security of a credit card, but you can only spend the money that you have loaded onto it, so there is no risk of overspending.
Prepaid Cards are excellent for making purchases online especially for those new to online shopping.
What are the top features?
There are many features of the EZ Pay prepaid MasterCards: You can manage your account online; there are no fees for purchasing in store or online; you can earn up to 20% cashback on your online purchases; the card is accepted in over 30 million locations worldwide and in over 1.5 million cashpoints.
If it’s a MasterCard, is it a credit card?
No. The EZ Pay Prepaid MasterCards are accepted anywhere you see the MasterCard Acceptence Mark but are not credit card. You can only spend what you load onto the card and you don’t have access to credit
You can buy the EZ Pay Prepaid MasterCards in a variety of different places: Online; in any Phones 4u store and in a wide range of independent retailers including a wide range of PayPoint outlets.
All you need to get one of the cards is to be a UK resident. You’ll need to be over 18 to buy the escape and escape Travel Money cards. If you’re under 18, you can buy the Neon Prepaid MasterCard, which works in the same way but cannot be used to withdraw cash abroad.
Do I need to pass a credit check?
No. We do not perform any kind of credit check. There will be no inprint left on your credit score as a result of getting on of our cards.
Can I apply if I have bad credit?
Absolutely. Many people who have a poor credit history make use of the EZ Pay cards as an effective means of online payment.
Do I need to pass any other checks?
To receive a card with a £3,000 balance limit, you will need to pass what is called KYC. This proves that you live at the address stated on the application. If you apply online, we will perform the check electronically. If you apply in store, you will need to send in a photocopy of some photographic ID, such as a passport, driving licence or european ID card.
What if I fail them?
If you fail the KYC checks, you can still get an EZ Pay Prepaid MasterCard, but you will be subject to a lower balance limit – £650.
Can I still get a companion card on my account if I fail?
A companion card allows you to transfer money between the two cards. This is particularly effective for sending money abroad as it is instant, and there are no fees. If you fail the KYC check, you can still get a companion card added to your account, but it will be subject to the lower balance limit of £650.
Do I need to be 18?
For the escape and escape Travel Money Prepaid MasterCards, you need to be 18. For under 18s, we offer the neon Prepaid MasterCard.
Do I need a bank account?
No. You don’t need a bank account. You can top up via BACS if you wish, but for those of you with no bank account the cards can be topped up with cash for free at an Phones 4u, or in various Post Office and PayPoint outlets.
How do I activate my card?
Online purchases
Once you have received your card you will need to retrieve your PIN. You can do this by calling 0844 871 5444 and selecting option 2. You will need to input your account number (found in the bottom left hand corner of your card) and the four digit security number chosen at the time of purchase. Your PIN number will then be read out to you.
In store purchases
If you have bought your pack in store, you will need to visit www.escape-card.co.uk and click “Get My Card” having your activation leaflet to hand. Fill out your details and enter the activation code received in your pack at the payment page. You will not be charged again as you have already purchased your card. Once you have filled out your details and entered your activation code, your card will be sent to you within 7-10 days.
How long is my redemption code valid for?
The voucher expires 6 months from the day of purchase and can only be used once within this timeframe.
Where can I use it?
You can use your card anywhere where you see the MasterCard Acceptance Mark, currently over 30 million locations worldwide. This includes in store at home and abroad and online.
Can I use it abroad?
Yes. You can use you card wherever you see the MasterCard Acceptance Mark, currently over 30 million locations worldwide including 1.5 million ATMs.
How to I transfer money abroad?
If you have a companion card, you can send money abroad. Simply text MOVE <AMOUNT> FROM <XXXX> TO <YYYY> to 80246. “Amount” represents the amount you want to transfer in pounds sterling. “XXXX” represents the last four digits of the card you want to transfer from, and “YYYY” represents the last four digits of the card you want to transfer to.
Can I withdraw cash from an ATM?
Yes. At over 1.5 million ATMs worldwide.
Can I use my card on PayPal?
Yes, you can use your card to make purchases on PayPal.
Can I set up a Direct Debit?
Unfortunately, we no longer offer this service. Direct Debits that have already been set up will still be valid, but no new ones can be set up.
Can I add another cardholder?
You can add an additional cardholder by purchasing a secondary card for a one off payment of £4.99.
Can I use my card to book hotels and car hire?
You can but you will need to bear in mind that there will be a “shadow balance” on your card until the bill is settled (and for up to 4 days afterwards). This is because hotels and car hire companies take a pre-authorisation for more than the value of the price of the car hire or hotel room. This is to cover damage etc. Whilst this shadow balance is on the card, you won’t be able to access the funds. For example, if the car hire is £300, the car hire company will block of £500. Once you have settled the £300 bill, you won’t be able to use the £200 remaining until the shadow balance has been removed, usually within 24 hours but sometimes up to 4 days. This is the same for all prepaid cards, not just the EZ Pay cards.
When using abroad, should I select local currency or sterling?
Always select local currency if given the option. On the escape Travel Money card, you have already exchanged your currency, so if you select local currency you won’t have to exchange your money. If you select sterling, it will convert the money on to your card into sterling, at a much worse rate that you had when you loaded the card. If you’re travelling abroad with the standard escape card, still select local currency as our rate will be more competitive that the rate you will receive from the retailer.
Can I pay for petrol at the pump?
Prepaid cards are not accepted at “pay at pump” terminals. This is because the terminals are “offline” and cannot check the balance of the card. This is the same for all prepaid cards.
Can I pay road tolls?
On the whol, you won’t be able to pay for toll roads using a prepaid card. This is because the terminals are “offline” and cannot check the balance of the card. This is the same for all prepaid cards.
Where can I top up my card?
You can top up for free with cash at any Phones 4u store. You can also top up at over 19,500 PayPoint locations (3% fee applies) and 14,500 Post Office locations (99p fee applies). You can also top up the card by registering a debit/credit card to your account page online or by BACS transfer.
How do I check my balance?
To check you balance, you can call 0844 871 5444 and select option 1 or text BAL followed by the last four digits of your card number to 80246
Who can top up my card?
Anyone can load money into your account provided they have the correct account details. To load via text, a debit card must first be linked to the card. This can be easily done through the manage your account online option.
Can I call customer services to top up?
Unfortunately not. You can top at various locations within the UK, including any Phones 4u store, over 19,500 PayPoint locations, over 14,500 Post Offices or in you bank. If you need to top up whilst abroad, you can top up via BACS transfer from your online banking.
How long will it take for my top up to be applied to my account?
| Cash at Phones 4u | Available Instantly |
| Post Office | Within 4 working days |
| PayPoint | Available Instantly |
| BACS Transfer | Within 4 working days |
| Debit/Credit Cards | Within 3 working days |
How do I earn cashback?
When spending online you can earn up to 20% cashback. There are various well known brands available.To earn cashback, visit www.escapecashback.com or www.neoncashback.com. After click through the the relevant retailer from the site, the advertised cashback will be added to your account.
How do I redeem cashback?
Once the value of your cashback has reachd £10, the money will automatically be transferred to your card.
How secure is the card?
All EZ Pay Prepaid MasterCard offline transactions are secured by Chip and PIN and all online transactions use MasterCard secure.
How do I report my card lost or stolen?
If you suspect that you have lost your card, you can lock the card remotely using your mobile phone by texting “LOCK” and the last four digits of your card number to 80246. This way, if you find the card again, you do not have to go through the stresses of cancelling your card only to find that it fell down the back of the sofa. Simply text “UNLOCK” and the last four digits of your card to 80246and you can continue to use the card as normal.
EZ Pay Prepaid MasterCards also offer the convenience of reporting cards lost or stolen by text, simply text “LOST” or “STOLEN” and the last 4 digits of your card number to 80246*.Alternately, you can call our dedicated customer service team on 0844 871 5444.
*Replacement cards are charged at £9.99
What should I do if I suspect fradulent activity?
You can lock your card quickly and easily using your mobile phone by texting “LOCK” and the last 4 digits of your card to 80246 for the cost of a standard text message. Or alternately call customer services on 0844 871 5444. And the card will be locked from spending instantly until you unlock it. Any money spent fraudulently on your card will be refunded without delay.
How long does it take to replace a lost or stolen card?
The replacement card should be posted to your home address within 5 working days.
How do I change my PIN?
You can change your PIN via your account page online or by changing it at an ATM.
How do I contact customer services?
The customer services team can be contacted on 0844 871 5444
When is customer services open?
The customer care centre is open between 9am and 6pm 7 Days a week.
What are the fees of the cards?
Click here for a full list of our fees.