Frequently Asked Questions


About MyCard

Q: What is MyCard card?

A: MyCard card is a flexible prepaid card solution issued to employees, customers or resellers for worldwide instant rewards. Cards are fully personalised Chip and PIN Mastercard® cards, available in virtual and plastic format in three denominations, British Pounds, Euros and US Dollars.

Q: Can I use MyCard card as a credit or debit card?

A: No. MyCard is a prepaid card that carries a variable amount of money based on the amount loaded onto the card. Each time you use the card to buy something, the purchase amount is deducted from the available balance.


Getting Started

Q: Will I need to sign a contract to use MyCard card?

A: You will need to accept the terms and conditions that apply for using your MyCard card before activating it online. These Terms and Conditions are approved by the issuing bank.

Q: How do I activate MyCard and create my login details to access my MyCard card account?

A: When you receive your MyCard card in the post please sign the reverse of it. You will need to then activate your card online at www.my-balance.co.uk/WebAaccount using your Card ID that is provided on the card carrier you will receive with your card. During activation process you will be asked to create your login details- Username and Password that you will need to use to access your online card account.

You must keep them secret at any time and not reveal them to anyone.

Q: How do I retrieve my MyCard card PIN?

A: Once you will activate your MyCard card online you will need to call this number +44 (0)1244 779615 (you will be charged at your network rate. Lines open 24 hours a day 7 days a week) to retrieve your card PIN. You will be asked to submit:

  1. 16 digit card number
  2. CVV
  3. Your Date of Birth

You will then be given your 4 digit card PIN. Please try and remember your card PIN. (You must keep it secret at all times and not reveal to anyone.)


Loading your MyCard card

Q: Who can pay money onto MyCard card?

A: MyCard card is an incentive card and can be loaded only by your Incentive Programme Owners. You will not be able to reload your card by yourself.

Q: How long does it take for the funds to appear on my MyCard card?

A: Funds will be available on your card within 48 hours of request from your Incentive Programme Owner.


Using your MyCard card

Q: Can I use my Mycard to make ATM withdrawals or obtain cash back?

A: No. You cannot use this card at ATM or in-store to withdraw cash. Your card can only be used in merchants which display the Mastercard Acceptance Mark to pay for goods and services. You can only check your balance at ATM or change your PIN. (Fees apply, please check Tariff Summary)

Q: Can I use my MyCard card for online purchases?

A: Yes, you can use your card for shopping online, provided the internet site displays the Mastercard® Acceptance Mark.

Q: Can I use MyCard card abroad?

A: Yes, MyCard card can be used to make purchases of products, goods and services at any Merchant that accept Mastercard cards all over the world, including online purchases. MyCard card can’t be used for ATM and cashback withdrawals.

Q: What are the fees for using the card?

A: We have tried to keep the card fees as low as possible. For a full breakdown, please see Tariff Summary.

Q: Is there any circumstance in which retailers won’t accept my MyCard card?

A: If the retailer displays the Mastercard® Acceptance Mark and you have sufficient funds available on your card then your card should be accepted. However, please note that some merchants may require you to have an available balance which is greater than the value of the transaction you wish to make. Merchants request this as they may need to access more funds than you initially planned to spend, and will at the end charge you only for the actual and final value of the transaction. These may include:

Hotels and rental cars – Merchants may request an authorisation for funds greater than could be added to your bill.

Restaurants – You will need to have an available balance equivalent to the total cost of the meal plus 15%. This is to accommodate any service charged that could be added to your bill.

Self Service Petrol Pumps - You will need to have minimum £50 or currency equivalent an available balance to purchase fuel at an automated fuel pump.

In-flight purchases - Merchants may not be able to authorise your transaction if they cannot obtain an online authorisation from us.

Authorisations that are not banked by the merchant are held on a card for 21 days starting from the 1st working day after the transaction was placed. We can only cancel these sooner if the merchant sends us a document on their company headed paper to confirm that they authorise to release these transactions back onto your card.

Q: I have made a purchase in a different currency than is issued on my card. Why was I charged 2.5% fx rate instead of 1.5%?

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.

Q: What happens when my MyCard card expires?

A: MyCard cards are valid for 36 months unless shown otherwise on your card expiry date. Upon expiration, cardholder’s cards will no longer be available for any use. If there are still unspent funds on your expired card and you by Terms and Conditions own the funds one they are loaded onto your card, you need to contact our Customer Services line on +44 (0) 1753 778 813 (you will be charged by your standard network rates. Calls from mobile might be higher), or send us an email customerservice@my-balance.co.uk asking us to transfer the remaining funds on your bank account.

Q: How do I cancel my MyCard card?

A: You can cancel your card by emailing Customer Services customerservice@my-balance.co.uk. Unless you have managed to spent the funds on your card and you own the funds, we will arrange for the funds on your cancelled card to be refunded to you (by Faster Payment to your bank account), once all transactions and fees have been deducted, including redemption fee. See Terms and Conditions for more information.

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

A: You should treat your MyCard card as cash. If it is lost or stolen, you may lose some or all of your money on your MyCard card. You must not let anyone else use your MyCard card. When you retrieve your PIN, you must immediately memorise it and keep it secret at all times.

If you lose your MyCard card or it is stolen or your suspect that someone might use it, you must inform us as soon as you can by calling our 24/7 customer services line on +44 (0)1753 778 813 (you will be charged by your standard network rates. Calls from mobile might be higher), or you can choose “Block” option in the Card Management tab under your online MyCard account. We will then cancel your MyCard card. If you ask us to do so, we will ask the police to investigate any suspected misuse of your MyCard card and they may need more information and assistance from you.

We will immediately refund the amount of any transactions which the investigations shows were not authorised by you, provided you have kept your MyCard card details or PIN secure. However,it the investigations show that any disputed transaction was authorised by you or you have not kept your MyCard card details or PIN secure, we will not refund the transaction amount and will charge you a one-off administrations fee of £10.

Q: How can I check my balance and previous transactions?

A: You can check your balance and transaction history in your online MyCard card account.

Q: I have exceeded my PIN tries, how can I get the card unblocked?

A: Please call our 24/7 Customer Services line on be +44 (0)1753 778 813 (you will be charged by your standard network rates. Calls from mobile might be higher) to unblock your card.

Q: What do I do if I do not recognise the transaction on MyCard card account or if a transaction seems to be wrong?

A: Immediately send an email to customerservice@my-balance.co.uk and ask us to investigate the relevant transaction. If the queried transaction is found to be incorrect, the value will be refunded to your account.


Forgotten MyCard details

Q: I have forgotten my Username. What can I do to access MyCard online card account?

A: You can obtain your Username on the Login page of you online MyCard card account and select Forgotten Username. You will need to enter your Email and Date Of Birth provided to your employer or business partner when they applied for a MyCard card for you.

Q: I have forgotten my Password. How can I retrieve it back?

A: You can obtain your Password on the Login page of you online MyCard card account and select Forgotten Password. You will need to enter your Username, select the Security Question and Answer you provided to your employer or business partner when they applied for a MyCard card for you.

Q: I have forgotten my MyCard card PIN. How can I retrieve it?

A: To retrieve your card PIN again, please call +44 (0)1244 779615. The lines operate 24 hours 7 days a week. Calls cost 10p per minute, plus network extras.

Q: Can I change my MyCard card PIN?

A: You can change your card PIN at most ATM machines. You just need to have your MyCard card available and enter your existing card PIN.

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 your name or home address. You will be required to provide proof of your new address by sending us a copy of your bank statement or utility bill. If you want to change your mobile number or email address, you can change these details by logging on to your MyCard online card account and going to Update Details, where there will be an option to change them.


Virtual Card

Q: What is MyCard Virtual card?

A: Mycard Virtual Mastercard® prepaid card is very similar to plastic prepaid Mastercard® cards but can be used only for online or over the phone purchase wherever Mastercard cards are accepted only. It is fully personalised and delivered to users electronically rather than being printed on a physical card.

Q: How long do I need to wait for my Virtual card details to be send to me?

A: You should receive your Virtual card activation email almost immediately after the application has been processed.

Q: How can I activate my Virtual MyCard card?

A: You will receive an email to your registered email address with the link to the online Virtual MyCard card account activation Website and your Card ID. When you click on the link you need to follow the instruction and enter Card ID, confirm your Date of Birth and the last 6 digits of your registered mobile number. Once you have an online account, you can login to secure account page at www.my-balance.co.uk to obtain details which you will need in order to make purchases, you’re your card balance and access their statement.

Q: How can I retrieve my Virtual MyCard details?

A: You can obtain their Card number, CVV code and expiry date on your online card account under Retrieve Card details tab.