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The Card Issuer, Wirecard is required under the E-Money Regulations to maintain appropriate measures to safeguard customer’s money. It does this by holding it separate from its own money in accounts with banks (or a credit institution). Adequate safeguarding arrangements which are compliant with the regulatory requirements are a condition of Wirecard’s ongoing Financial Conduct Authority (FCA) authorisation.
If your card is lost, stolen or damaged or you see a transaction you do not recognise, contact Card Services immediately at the following numbers:
From Ireland: 1800 535 564
From outside Ireland: 44 207 649 9404
If you forget your PIN, or personal identification number, you can obtain a PIN reminder online by answering the security questions you supplied on your application and following the prompts. You can also call Card Services on:
In some countries, you may be asked for a six-digit PIN, when using a cash machine. Your card uses a standard four-digit PIN, which should be accepted as normal if the cash machine has been set up correctly.
Cash back is not available on your card. Your card may not be used:
For money transfer (to send money to someone else)
There are a number of countries and geographical regions where use of the card is currently prohibited. They are:
If you attempt to withdraw cash from a cash machine or use your card at shops, restaurants, hotels and online in any of these places, your request will be declined.
If you would like to dispute a transaction, you can call the Card Services team at 1800 535 564 and they will check the transaction details for you.
If one of your transactions is not correct, Card Services can dispute this on your behalf. Complete a dispute form (PDF, 278KB) and then email the completed form to Prepaid PPC Disputes@mastercard.com.
To make a complaint, contact Card Services by:
Calling 1800 535 564 within Ireland or on 44 207 649 9404 from outside Ireland
By writing to Service Quality, Access House, Cygnet Road, Hampton, Peterborough PE7 8FJ, UK
If you write to us, for security reasons please do not include your full card number. Just provide the first six and last four digits only, as follows: 123456******7890
When a complaint is received, we aim to resolve your issues fairly and promptly. If you are not satisfied with the final response you receive you can refer the matter to:
The Financial Ombudsman Service in the UK
Financial Services and Pensions Ombudsman
UK Financial Ombudsman Service details:
Address: Exchange Tower, London, E14 9SR, United Kingdom;
Telephone: 0800 023 4567 or +44 20 7964 0500.
You may also refer your complaint to the Irish Financial Services Ombudsman:
Address: Lincoln House, Lincoln Place, Dublin 2, DO2 VH29, Ireland.
When you use your card at certain restaurants and petrol stations, you may need to have more funds on your card than the value of the transaction you want to make.
This is because the merchant may request more funds than you initially authorised to cover the sale. For instance, restaurants may add a tip or service charge agreed by you or petrol stations may need to to ensure there are sufficient funds available to cover the final cost of automated fuel pump transactions.
The addition of a percentage, or fixed amount, to the value of the transaction authorised by the merchant is called tolerance and is applied as follows:
Restaurants and other eating places - 15%
Automated fuel dispensers - £99 sterling or currency equivalent
At restaurants tolerance is only applied to transactions authorised by magnetic stripe rather than by chip or contactless card. At petrol stations tolerance is applied to all automated fuel pump transactions.
The amount authorised by the merchant plus the tolerance is reserved from your card fund until the merchant requests payment or for seven days, whichever is sooner. At that time, the exact final amount is debited from your card.
If the merchant does not settle the final bill within seven days, and sometimes it takes up to 30 days to settle, you should check your transaction history regularly and take this into account to ensure you have sufficient funds available for spending.
If the final settlement amount exceeds the relevant currency balance on the card, the remainder will be funded by converting that amount in the order of priority set out in the Terms and Conditions
If you do not have sufficient funds in your total card fund to cover the value of the transaction plus the tolerance, the transaction will be declined.
For example, you have lunch at a restaurant and the total bill is US$50. You only have $50 on your card and a 15% tolerance applies. If the restaurant tries to charge your card with $50, it will be declined as there will be insufficient funds to cover the bill of $50 plus tolerance of 15%, or €7.50, a total of €57.50.
If the merchant allows, you can use your card to make a partial payment and cover the balance with some other payment method. Just tell the cashier before you start the transaction and confirm the amount you want deducted from your card. This should be processed first with the balance settled in whatever way you choose.
You can find more information on contacting call centres from abroad by visiting the mastercard multicurrency cash passport website.