Frequently Asked Questions

It’s used in the same way as a debit card but loaded to a predefined amount and can be reloaded as and when required.
The prepaid card works just like any other bank debit card. If you wish to buy a product or service you can use the card in person, over the internet or by using the telephone.
You cannot go overdrawn on your prepaid card account. You will only be able to make purchases with the card when there are sufficient funds on your direct payments prepaid card and you will not be able to spend more than this amount.

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No, it’s not a credit card and carries no credit limit. You cannot spend more money than is held on the card account.

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If you have questions related to your card call the customer services team on 0330 135 5850 or Email help@swiftoo.co.uk

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Swiftoo Fees

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Yes. You can change your PIN at the ATM

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f you have forgotten or lost your PIN please call one of the IVR numbers listed below and retrieve your PIN.

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If your card has been lost or stolen or you believe its security has been compromised, you must inform PFS immediately on 0330 135 5850 and we will organise a replacement card

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It normally takes between 6 and 12 working days depending on when it has been requested.

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You must notify SWIFTOO immediately

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Yes, you can find the expiry date on the front of your card. If your card is about to expire, and is still active, please contact MySupportBroker if you have not received a new card. Any balance remaining on the card will be transferred to the new one before it’s despatched to you.

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If you wish to cancel your prepaid card or no longer wish to use it then contact MySupportBroker. Do not destroy the card until you speak with us. The PIN must be surrendered when you return the card.

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In this case, your purchase will be declined and you must wait until the card has sufficient fund

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As with all credit and debit cards we use, every precaution needs to be taken to keep the card safe and your PIN secure. Please refer to the cardholder terms and conditions. The prepaid card aims to reduce the need to carry or hold large amounts of cash.

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If you have a query about the card itself or you have an unknown transaction on your card account or a transaction has been declined but you still have funds on your card account, please call the PFS customer service team on 0330 135 5850 or Email help@swiftoo.co.uk .

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Please contact MySupportBroker for more details on this.

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Interactive voice response allows you to use your telephone to navigate your way through automated messages by either selecting the numbers on your telephone keypad or by using simple voice commands.

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Certain functions can only be carried out using the IVR. These include:

Pin retrieval- Your PIN is no longer sent using surface mail. Surface mail can be intercepted and is therefore not secure. To obtain your PIN, you must use the IVR.
Card activation- When your card arrives it’s not activated for security purposes. You need to activate your card using the IVR. This needs to be done only once for each card.
Pin recall- You can retrieve your pin from the IVR if you have forgotten it.
You can also check your balance as well as report your card lost or stolen using the IVR numbers

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You can call any one of the numbers listed below
020 3327 1991
020 3468 4112
020 7183 2248
These numbers are available 24 hours a day, every day.
Calls will be charged at the standard rate. Calls from your mobile may vary depending on your provider.

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Using the card is very simple. However, before you start using the card you must do the following steps:
Sign the signature strip on the reverse of the card
Activate the prepaid card using the telephone via IVR
Obtain your PIN through the telephone via IVR

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What is a prepaid card?

It’s used in the same way as a debit card but loaded to a predefined amount and can be reloaded as and when required.
The prepaid card works just like any other bank debit card...

Does it have a credit limit?

No, it’s not a credit card and carries no credit limit. Simply spend what you have!

I need help!

If you have questions related to your card call the customer services team on 0330 135 5850 or Email help@swiftoo.co.uk

Is the card safe and secure to use?

As with all credit and debit cards we use, every precaution needs to be taken to keep the card safe and your PIN secure. Please refer to the cardholder terms and conditions. The prepaid card aims to reduce the need to carry or hold large amounts of cash.

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Issuer Statement:

The SWIFTOO Prepaid Mastercard is issued by Prepaid Financial Services Limited pursuant to a licence from Mastercard International Incorporated. Prepaid Financial Services Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011, firm reference number 900036, for the issuance of electronic money and provision of payment services. Registered office: Fifth Floor, Langham House, 302-308 Regent Street, London, W18 3AT. Company Registration Number: 06337638.

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