FAQs

YOUR QUESTIONS

How your Prime Card works

What is a Prime Card?

The Prime Prepaid MasterCard® is an instant prepaid MasterCard. It can be used to buy goods and services online, in shops and over the phone. It's accepted at over 33 million locations worldwide – wherever you see the MasterCard Acceptance Mark. When you buy a Prime Card, you can load it with up to £200. To increase your limits upgrade your card here.

Is the Prime Card a credit card?

No. Your Prime Card can be loaded one time only up to £200. You can increase this limit by upgrading your card. For more information on how to upgrade and to apply now, please click here.

When does my card expire?

Your card expires when it reaches the expiry date, which is printed on the front of the card. You can then request a replacement card.

Can my instant use card be reloaded?

Your Prime Card can initially be loaded one time only up to £200 but you can increase this limit to £11,250 per year by upgrading your card. For more information on how to upgrade and to apply now, please click here.

Can I use my Prime Card to withdraw cash from an ATM machine?

You can use your Prime Card at ATM machines worldwide if you have successfully upgraded your card. If your card is not upgraded, you cannot withdraw cash from ATM's. For more information on how to upgrade your card, please click here.

Can I use my card to get cash-back in a shop or pub?

No. The Prime Card can't be used for cash-back transactions.

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Buying a Prime Card

How and where can I buy a Prime Card?

In shops: You can buy a Prime Card at thousands of high street stores across the UK displaying the PayPoint or epay sign. Simply ask the retailer for a Prime Card, stating the value you‘d like to load onto it between £10 and £200 plus a one-off initial fee of £5. The retailer will hand you a pack (containing the card and Terms and Conditions) and your receipt. Click here to find your nearest shop selling Prime Cards.

Online: If you have a credit or debit card, you can buy a Prime Card online here. You'll need to give your payment and contact details, and the delivery address must match the billing address on your credit or debit card. There is an initial fee of £5 per card and you can load up to £200. Your card will be posted to you and should arrive within 7 to 10 working days.

Remember, you can increase your load limit if you upgrade.

How much does the Prime Card cost?

There is an initial fee of £5 on top of the value you load onto the card. Other card usage fees apply (including transaction fees) and you can read about these in the Fee Summary section of your Prime Card Terms and Conditions.

Can I buy a Prime Card straight away?

Yes. You can buy it instantly over-the-counter, and then you need to make sure you register your card at www.idtprime.com/register. Once you have successfully registered your card, please sign the signature strip on the back of your card. Once registered, you can use your Prime Card in most locations around the world wherever you see MasterCard Acceptance Mark.

What are the smallest and largest amounts I can load onto my Prime Card?

When buying a Prime Card either on the high street or online, you can load as little as £10 and as much as £200. Once you successfully upgrade, you can top-up between £10 and £500 per load depending on the top-up point you use. A fully successful upgrade will allow you to hold up to £5,000 on your card at any one time, with a £11,250 annual limit. In some cases, we will require you to send us more documentation as part of your application to enable us to grant you these limits.

Should I get a receipt when purchasing or topping-up my Prime Card?

Yes. The retailer should give you a receipt when you buy or reload your card. If you are buying a Prime Card over the internet, make sure you print out and keep the receipt page.

Do I need to register my details with you to buy or use a Prime Card?

Yes, but once registered you can make purchases over the telephone and on those websites that require you to enter a name and address to make an online purchase. You can register your details quickly and easily here.

I have been given a promotional code. Where do I enter it?

If you buy your Prime Card online, you will be given the opportunity to enter your promotional code when you make your purchase. To buy your Prime Card online now click here.

If you buy your card at a PayPoint or epay convenience store, you will be able to enter your promotional code if you wish to register your card. For more information on registering your card click here.

Do I need a bank account to get a Prime Card or to upgrade?

No. You don't need a bank account to get our Prime Card prepaid MasterCard or to apply for an upgrade.

Can I get a Prime Card even if I have been made bankrupt or have any County Court Judgements?

Yes. No credit checks are required for a Prime Card or to apply for an upgrade.

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Buying a Prime Card online

How quickly will I receive my Prime Card if I buy it online?

Your card will be posted to you once your order has been successfully processed and should arrive within 7-10 working days. If it doesn't arrive, please contact us at customerservices@idtprime.com.

How do I activate my card once I have bought it online?

Once you have received your card in the post, you will simply need to dial the freephone number provided and enter your 16 digit card number into our automated phone system.

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Using your Prime Card

Where can I use my Prime Card?

You can use your card at most of the 33 million retail locations displaying the MasterCard Acceptance Mark, anywhere in the world, as well as online and over the telephone. If you upgrade your card, you may also be able to use your card to withdraw cash from over 1 million ATMs in the UK and abroad.

Do I need a PIN to make purchases in shops?

Yes, your card is Chip and PIN protected, you will need the PIN that was enclosed in your card pack or sent to you in the post.

Can I use my card to purchase over the internet?

Yes. However, some websites require you to enter your name and address to complete an online purchase. As you need to register before using your card, your card will work on these sites. You must then enter exactly the same details when using the card to make a purchase at websites requesting this information – so make sure you spell your name exactly as registered. If you apply for an upgrade, your card will automatically become registered.

How do I buy over the internet using my Prime Card?

When completing your online transaction, select MasterCard as the payment option. You may be asked for the following items:

  1. Your name and address. Please enter your name and address you registered with us during the optional registration process.
  2. The card number (the 16 digit number on the front of the card).
  3. The end/expiry date (last date on the front of the card under "valid thru").
  4. The last 3 digits on the signature panel on the reverse of the card, either called CVV, CV2 or Security Code.

Do I need to enter an Issue number when completing an online payment form?

No. This card doesn't have an Issue number, so just ignore this part of the form.

Can I use my Prime Card to make purchases over the phone?

Yes, once registered you can make purchases over the phone.

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Problems using your Prime Card

How do I return an unused card or reclaim an outstanding account balance from my card?

You can only return a Prime card through Customer Services. You cannot return them to a retailer.

If you would like to return a card or if you want to reclaim an outstanding account balance on a used card, you will need to follow these steps:

  1. Make sure you have activated your card.
  2. Call our Customer Services on 0330 777 1880/0330 777 1888 quoting your 16-digit card number, informing them of your wish to reclaim funds. Customer Services will then suspend your card and ask for your name and address.
  3. Write to us at Customer Services, IDT Financial Services Limited, PO Box 1374, Gibraltar, confirming your request.

Quote your card number and enclose a photocopy of your passport (on the picture page) and a copy of a recent (less than 3 months old) utility bill showing your name and address. Each document must be certified as being a true copy of the original by a suitable professional (for example; a lawyer, accountant, teacher, doctor, police officer, post office official, chemist, local government officer), providing his/her own contact details. Once we receive this information, any remaining funds in your account will be reimbursed to you. We reserve the right to contact you where appropriate, and to charge you for all transactions made with the card and applicable fees. See Terms and Conditions for full details. If you have a defective card, call Customer Services on 0330 777 1880/0330 777 1888 and a member of our team will issue you with a replacement.

What happens if money is taken from my card for a purchase I didn't make?

If you believe your card has been used for an unauthorised or incorrect transaction, you can claim for a refund by phoning Customer Services on 0330 777 1880/0330 777 1888 or email us at escalation@idtprime.com with receipts if you can.

Why is my card not working at a petrol station?

Prime Cards will not work at 'pay at pump' facilities. However, your card should be accepted at the forecourt kiosk if the MasterCard Acceptance Mark is displayed.

My Prime Card is not being accepted. Why?

Check whether it could be any of these reasons:

  • If you bought in-store, you may not have registered. To register your card, go to www.idtprime/register.
  • If you bought online, you haven't activated your card. To do so, please call freephone 0808 168 3556 with your Prime Card number ready.
  • A Prime Card cannot be used on old-style manual imprint machines and may not be accepted whilst travelling on planes and trains.
  • You are trying to make a purchase on a website that requires you to enter your name and address, but have not first registered a username and address with us. Registering your card couldn't be simpler and only takes a few seconds to complete.
  • The location where you are trying to make a purchase does not accept MasterCard payment cards.
  • You are trying to make a purchase at a bank or financial institution that also pays out cash. As cash-back is not supported by this card, all purchases from such locations have been blocked.
  • You don't have enough money left on the card. You can check your account balance at any time online or by calling Customer Services on 0330 777 1880/0330 777 1888.

What is a pre-authorisation?

A pre-authorisation is when a merchant reserves funds on your card to ensure payment of services. Often, this is done by restaurants, hotels and car rental outlets. For example, a restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount, then they will refund the difference to your account. However, they may not always do this straight away. The refund may take place up to several days later.

Why is my account balance sometimes different from the money that should be available on the card?

If a merchant has carried out a pre-authorisation (see above), and reserved more funds from your card than you actually spent, your account balance may appear lower than it should for a few days until they refund the money they owe you.

What happens if I need to return an item I bought with my Prime Card?

The retailer will handle the return according to their normal refund policy.

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Registration

Do I need to Register my card?

Yes, you do need to register your card before you use it. Please go to www.idtprime.com/register and follow the instructions. We will request you the following information.

back of the card
back of the card
  1. Pack Number
  2. Your Full Name
  3. UK Mobile Number
  4. Your UK Residential Address
  5. Date of Birth
  6. Country of Residence

Once you have completed the form successfully you will receive a registration code on your registered mobile number. Please enter the SMS code on the next page and your card will be registered and ready to use.

What's the difference between registering and upgrading?

Registration, as explained above, is mandatory in order to start using your card. Also, once registered, you can make purchases over the telephone and on those websites that require you to enter your name and address to make an online purchase. Upgrading gives your card higher load and spend limits as well as enabling ATM access to withdraw funds from an ATM.

How many Prime Cards can I register?

You can only have one Prime Card registered in your name. Once you have used the funds on your registered card you will need to Upgrade in order to reload.

What happens if I do not pass the registration process?

This can happen if our records indicate you already have a Prime Card. You can only have one active Prime Card at a time. If you do not own a Prime Card or would like to arrange for a Prime Card to be closed and the balance transferred to another Prime Card that you would like to use, please call our Customer Services team on 0330 777 1880/0330 777 1888 or e-mail us on escalation@idtprime.com for further help.

If I ordered my card online, how do I activate my card so I can start using it?

If you have purchased the card online or if you have received a replacement card, you can activate your card by calling freephone 0808 168 3556. You'll be asked for your 16-digit Prime Card number. The signature strip should be signed immediately by the card user.

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How to Upgrade to a high limit card

Upgrading to a high limit card

What are the benefits of upgrading my card?

We will upgrade your existing card for free, allowing you to reload it with up to £500 per top-up depending on the top-up outlet, again and again until you reach your annual limit. Assuming your application is successful, you will also be able to use the card to withdraw cash at any ATM worldwide displaying the MasterCard Acceptance Mark.

How do I upgrade my card and how long will it take?

Complete and submit the form which can be found here. You will be sent an email within 5 working days to inform you of the outcome of your application. The most hassle-free and convenient method for you to apply for a higher limits upgrade is via our website at www.idtprime.com.

Will my application for an upgrade be successful?

When applying for an upgrade, we will ask you to supply information about your ID and information about your source of funds. If we can verify all of your ID, your application will be successful. In some cases, we may require further documentation from you.

What happens if my application for an upgrade is unsuccessful?

In such a case, we strongly encourage you to submit certified documentation as described in the email you would have received. Please note that the information you submitted when applying will replace any previous registered details.

Will you perform a credit check when I apply for an upgrade?

No. We do not perform any credit checks for Prime Card purchases or Prime Card higher limits upgrades.

How much does it cost to upgrade my card?

Upgrading your card is free. If you wish to order a second card, there will be an additional £5 fee. The amounts will be deducted from your Prime Card balance. If your upgrade request is unsuccessful you will not be charged.

Is there a minimum balance I am required to have on my Prime Card to perform an upgrade?

Currently it is free to upgrade your card. However, if you are also ordering a second card, the fee is £5.00 so you will need to have this amount on your card.

My card will expire soon. Can I get a replacement card with a new expiry date?

A few weeks before your card expires you should call us explaining the situation and specifically request a replacement card.

Ordering a second card

Can I also get a second card?

Yes, but you need to upgrade your existing card first.

Why would I want a second card?

There are two reasons why you might want a second card:

  1. We can personalise your second card, printing your name on the front.
  2. You may want to send a card to a relative at home or abroad*
    You will be able to use the first card to load money onto the account, and if they upgrade their card they will be able to withdraw the money at an ATM or use their card to make purchases online or at over 33 million locations worldwide.
    *Please note that the Prime Card cannot be sent to India due to Reserve Bank of India regulation.

Is there a risk attached to having a second card sent out?

To protect yourself from financial loss, you should keep a low balance on your card until you have received your new second card. As this new card is identical to your old card we are unable to suspend it without suspending both cards. If you wish, you can request that Customer Services suspends both cards until you receive your second card and notify us to activate your cards again.

If I have ordered a second card, when will it arrive?

You should receive your second Prime Card within 14 days of your upgrade being approved. In most cases you will receive it within 7-10 days.

If I have been sent a second card, can I still use my original card?

When applying for a second card, we will ask you if you intend to use that second card for yourself or to allow someone else to share your account. If you informed us that you will be sharing your account with someone else, you must retain the old card for yourself and it will continue to work, sharing the same account and funds as the new card. However, if you alone will be using your Prime Card account, you must destroy the old card by cutting it in two upon receipt of your new second card.

Do I need to activate my new card upon receipt?

Where a second card is sent out, no activation is required. However, where a lost/stolen replacement card is sent out, activation is required.

Will my new second card have a name printed on it?

When you apply for your upgrade you will be required to enter the name of the person who will be bearing the card. The name entered will be printed at the bottom left-hand corner of your new card.

Will my new second card have the same card number and expiry date as the first?

Yes, where you have ordered a second card on the same account it will have the same card number and expiry date. However, when your card is a few weeks away from expiry you may specifically request a replacement card with an expiry date 3 years from date of order. Please contact Customer Services on 0330 777 1880/0330 777 1888 if you wish to do so.

I'm a second cardholder and I want to make a purchase online. The website is asking me to enter an address as part of the purchase process. What address do I use?

If the website asks for just one address, please use the address most recently registered with IDT Prime by the Primary cardholder. If the website asks for a billing address and a delivery address, please use the address most recently registered with IDT Prime as the correspondence address, and an address of your choice for delivery.

ATMs

When applying for an upgrade, we will ask you to supply information about your ID and information on your source of funds. If we can verify all of your ID, your application will be successful and you can immediately start reloading your existing card and using it to withdraw cash from ATMs.

How will I receive my PIN?

When purchasing your card from a retailer, the PIN will be printed on the inside of the card pack. Cards purchased online will have the PIN shipped to the address registered with the card. If you have ordered a second card, the PIN will be the same as the original. However you receive your PIN, we recommend that you memorise it and destroy the original.

Can I change my PIN?

Yes, you can change your PIN at an ATM.

What is the fee to use an ATM and how much can I withdraw per day?

A fee of 75p will be charged for ATM withdrawals in the UK, and £1.50 for ATM withdrawals made abroad. Please make sure you upgrade your card in order to enable ATM usage. You can withdraw a maximum of £500 per day (on an upgraded card) of your funds from your Prime Card account.

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Where can I reload?

You can start reloading your card at a number of locations throughout the UK: PayPoint & epay outlets. You can top-up your upgraded card at any outlet displaying the PayPoint or epay signs. You can search for your nearest PayPoint outlet by visiting the PayPoint store locator. When topping up via PayPoint or epay, your Prime Card account will be instantly credited with the top up amount. The fee for reloading at these outlets is 2% of the reload value (80p minimum) Post Office®. You can top up your card at any of the 13,500 Post Office® branches throughout the UK. To search for your nearest branch, visit the Post Office® branch locator. Top-ups at Post Office® branches will usually be credited to your Prime Card account by approximately 9am the next working day. It is free to reload at a Post Office® branch for reloads of £100 or more. For a reload of less than £100, there is a 49p charge per load.

PayPoint PostOffice

What are the reloading fees?

PayPoint & epay Outlets: 2% of value of reload
(subject to 80p minimum)
UK Post Office® branches:
Reload of £100 or more:FREE
Reload of less than £100:49p per load

When will reloads be credited to my Prime Card account?

When topping up via PayPoint or epay, your Prime Card account will be instantly credited with the top-up amount. Top-ups at Post Office® branches will usually be credited to your Prime Card account by approximately 9am the next working day.

How do I reload my Prime Card?

Simply enter the outlets detailed above and request to top-up your Prime Card stating the value you would like to load onto it. The value you load onto the card can vary between outlets. If you have upgraded your card you are able to load the following amounts up to the maximum £11,250 per year: Post Office® branches allow between £10 and £500; epay branches allow between £10 and £300 and PayPoint branches allow between £10 and £450. Always ask for and retain your receipt once the transaction has been completed.

How much can I reload to my upgraded Prime Card?

You can reload your card with up to £500 per load depending on the reload outlet once you have successfully upgraded your card. If you choose to upgrade your maximum card limit can go up to £5,000 at any one time, with an annual limit of £11,250. In some cases, in order that we can grant these limits, it may be necessary for us to ask you to send in more documentation. Wherever possible, we will upgrade your card.

Can I also reload online using a credit or debit card?

At present this option is not available. However, we plan to introduce new and innovative ways for you to top-up your card in the near future, so please keep an eye on our website for details.

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Prime fees

Summary of Main Fees

Initial Fee £5
Foreign Exchange Charge 2.95% of Transaction amount
Upgrade Fee Free
Reloading PayPoint & epay Outlets: 2% of value of reload (subject to minimum of 80p)
UK Post Office® branches: Reload of £100 or more: FREE
UK Post Office® branches: Reload of less than £100: 49p per load
Cash Withdrawal Fee
(for upgraded cards only)
UK ATM: 75p Foreign ATM: £1.50
Account Dormancy Fee £2.95 per month (only applicable if no Transaction takes place for 3 months - see Condition 13.2)
Second Card on Same Account
(for upgraded cards only)
£5
Usage Fee/Transaction Fee 2% of value of transaction subject to a minimum charge of 50p/maximum charge of £1.00

For the full list of card fees, see Terms and Conditions.

Is there a fee when I buy a Prime Card?

Yes, you pay a one-off £5 fee for the card on top of the amount you prepay to put on the card.

Is there a fee when I upgrade my card?

It is free to upgrade your card. If you have also ordered a second reloadable card, there will be an additional £5 fee. The amount will be deducted from your Prime Card balance. If your upgrade request is unsuccessful you will not be charged.

Is there a transaction fee?

Yes. There is a fee of between 50p and £1 depending on the value of your transaction.. For a full explanation of how the transaction fee is calculated, please see the fees section of the Terms and Conditions enclosed in your Prime Card package, or online here. The maximum transaction fee has been capped at £1, regardless of the value of the transaction. So, if you book a holiday for £250, we will only charge you a transaction fee of £1.

Is there an extra fee for using a debit or credit card to buy a Prime Card online?

No, there is no additional fee.

What if I buy something in a foreign currency?

You have to pay a foreign exchange charge of 2.95% of the value of your purchase.

Can I see a full list of all fees associated with the Prime Card?

You can see a full list of fees in the Terms and Conditions enclosed in your Prime Card package, or online here.

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Account balance

How do I check my account balance?

You can check your account balance online here or by calling 0330 777 1880/0330 777 1888 – available 24 hours a day, 7 days a week. There's no fee for this service but calls will be charged at the national calling rate. To check your balance, you will need to have your 16-digit card number. You can also opt to receive your balance via SMS direct to your mobile at the end of each day where your card has been used. This service costs 25p per month. To activate, please log in to the ‘My Account' area of the website.

Will I be sent a statement showing my transactions?

No, but you can view your transaction history online here or by calling 0330 777 1880/0330 777 1888 – available 24 hours a day, 7 days a week. There's no fee for this service but calls will be charged at the national calling rate. To check your transaction history, you will need to have your 16-digit card number.

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Prime security

How secure is my card?

Our systems are highly secure. However, you should treat your card like cash. Always keep it on you. If you lose your card, we can cancel it and send you a replacement (for a small fee).

Am I protected if my card is lost or stolen?

You should treat your card just as carefully as you treat the cash in your pocket. If your card has been lost or stolen, please call Customer Services. You will need your 16-digit card number and your security Question and Answer. We will then cancel your card and, as long as there's still an account balance on your card, we'll send you a replacement card (for a fee). To arrange for a replacement card, we will need your name, address and email. If you have already registered with us or upgraded your card to reloadable, we will already have your name and address. If not, you will need to provide these details when speaking to Customer Services. You will receive your new card within 7-10 working days.

What should I do with my card when there is no account balance remaining or when it has expired?

If you no longer wish to use the card or it has expired, please destroy it by cutting it in two through the magnetic strip and Chip.

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How to contact us

I am having technical difficulties using the website. What should I do?

Email customerservices@idtprime.com.

Who do I contact if my personal details change?

You can change your Account Information online in the My Account section or contact Customer Services on 0330 777 1880/0330 777 1888.

What are your Customer Services opening times?

You can speak to a Customer Services representative on 0330 777 1880/0330 777 1888, between 8am to 8pm, 7 days a week. You can also check your account balance and transaction history 24 hours a day, 7 days a week, on our automated telephone service on 0330 777 1880/0330 777 1888.

What is the telephone number I need to call to activate my web purchased Prime Card?

Freephone 0808 168 3556.

How do I make a complaint?

If you are unhappy with any aspect of our product or service, call
Customer Services on 0330 777 1880/0330 777 1888 or email customerservices@idtprime.com. We'll investigate your complaint as soon as we can. You can also contact us by writing to Customer Services, IDT Financial Services Limited, PO Box 1374, Gibraltar or email us at complaints@idtfinance.com.

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