EZ Pay

Escape FAQs

What is the Escape Prepaid MasterCard®?
Can I still purchase an Escape Card?
How do I activate my card?
Where can I use my card?
Can I use it aborad?
What is a companion card?
How do I transfer money between cards?
Can I withdraw cash from an ATM?
Can I use my card on Paypal?
Can I set up a direct debit?
Can I add another cardholder?
Can I use my card to book hotels and car hire?
Can I pay for petrol at the pump?
Can I pay road tolls?
Where can I top up my card?
How do I check my balance?
Who can top up my card?
Can I call customer services to top up?
How long will it take for my top up to be applied to my account?
How do I earn cashback?
How do I redeem cashback?
How secure is my card?
How do I report my card lost or stolen?
Will my card be replaced if it is lost or stolen?
What should I do if I suspect fraudulent activity?
How do I change my PIN?
What happens after my cards expiry date?
How do I contact customer services?
When are Customer Services open?
What are the fees?

What is the Escape Prepaid MasterCard®?
The Escape Card offers the same features of a credit card, but you can only spend the money that you have loaded onto it. Prepaid Cards are also excellent for making purchases online.
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Can I still purchase an Escape Card?
It’s no longer possible to purchase the Escape Prepaid MasterCard. All existing cards will be fully valid and supported until the expiry date on the front of the card.
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How do I activate my card?
Before you can use your card you will need to retrieve your PIN. You can do this by calling 0844 871 5444 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more) and selecting option 2. You will need to input your 9-digit 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.
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Where can I use my card?
You can use your card anywhere you see the MasterCard Acceptance Mark, currently in over 32 million locations worldwide. This includes in store in the UK and abroad or online.
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Can I use it abroad?
Yes. You can use you card wherever you see the MasterCard Acceptance Mark, currently over 32 million locations worldwide including 1.5 million ATMs.
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What is a companion card?
A companion card is a second card linked to the same account. This allows you the option to share money between cards. It is no longer possible to purchase a companion card, but all current companion cards will be supported until their expiry date.
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How do I transfer money between cards?
If you have a companion card, simply text MOVE (Amount) FROM XXXX TO XXXX 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. You can also use your online account to move money between cards.
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Can I withdraw cash from an ATM?
Yes, it is possible to withdraw cash at over 1.5 million ATMs worldwide.
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Can I use my card on Paypal?
You can use your card to make purchases on Paypal. Please note it’s not possible to have funds paid from your Paypal account onto your card.
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Can I set up a Direct Debit?
This service is no longer offered. Direct Debits that have already been set up will still be valid, but it is not possible to set up a new Direct Debit.
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Can I add another cardholder?
It is no longer possible to purchase new companion cards. Current companion cards will be supported until the expiry date on the front of the card.
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Can I use my card to book hotels and car hire?
It is possible, but may create 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 damages 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 may block off £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 from the card, this is usually within 24 hours but sometimes can take up to 4 days. This is the same for all prepaid cards.
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Can I pay for petrol at the pump?
Prepaid cards are not accepted at “Pay at Pump” petrol stations. This is because the terminals are “offline” and cannot check the balance of the card in real time. This is the same for all prepaid cards.
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Can I pay road tolls?
Prepaid cards cannot be used to pay road tolls. This is because the terminals are “offline” and cannot check the balance of the card in real time. This is the same for all prepaid cards.
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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.
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How do I check my balance?
To check you balance you can log into your account online. You can also call 0844 871 5444 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more) and select option 1 or text BAL followed by the last four digits of your card number to 80246 (Texts charged at standard network rate).
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Who can top up my card?
Anyone can load cash into your account provided they have the correct account details. To load via text (standard network rate message cost applies), credit card (4% fee applies) or debit card (99p applies); the card must first be linked to your account. This can be easily done through the “Top-up” tab in your online account; and by then following the on screen instructions.
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Can I call customer services to top up?
It’s not possible to top up your card via customer services. You can top at various locations within the UK, including any Phones 4u store, over 19,500 PayPoint locations (3% fee applies), over 14,500 Post Offices (99p fee applies) or for free in your bank. If you need to top up whilst abroad, you can top up via BACS transfer from your online banking.
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How long will it take for my top up to be applied to my account?

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How do I earn cashback?
When spending online you can earn up to 20% cashback. There are 1000s of well known brands available. To earn cashback, visit www.escapecashback.com. After clicking through to your choice of retailer, the cashback will be added to your account.
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How do I redeem cashback?
Once the value of your cashback has reached a minimum of £10, the money will automatically be transferred to your card.
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How secure is my card?
All Escape Card offline transactions are secured by Chip and PIN and all online transactions use MasterCard Secure.
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How do I report my card lost or stolen?
Escape Cards 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 for the cost of a standard text message. Alternately, you can call our dedicated customer service team on 0844 871 5444(Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more).

If you have misplaced your card, you can lock the card using your mobile phone by texting “LOCK” and the last four digits of your card number to 80246 for the cost of a standard text message. This enables you to unlock the card again if you find it without having to report the card lost or stolen. Simply text “UNLOCK” and the last four digits of your card to 80246 and you can continue to use the card as normal.
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Will my card be replaced if it is lost or stolen?
As Escape Cards have been discontinued, we cannot provide a replacement Escape card. Please contact Customer Services to discuss your options on 0844 871 5444 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more).
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What should I do if I suspect fraudulent 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 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more). Your card will be locked from spending instantly until you unlock it. Any money spent fraudulently on your card will be refunded.
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How do I change my PIN?
You can change your PIN at any ATM that offers the option.
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What happens after my card’s expiry date?
As Escape Cards have been discontinued, we cannot provide another Escape card. Please contact Customer Services to discuss your options on 0844 871 5444 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more).
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How do I contact Customer Services?
The Customer Services team can be contacted on 0844 871 5444 (Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more).
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When are customer services open?
The Customer Care centre is open between 9am and 6pm 7 Days a week.
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What are the fees?
Click here for a full list of our fees.

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