Using your card
Is a credEcardplus the same as a debit card or credit card?
No, credEcardplus is a prepaid card and does not offer an overdraft facility; you can only spend what is loaded onto the card. It offers many of the same features such as a UK account number and sort code and can be used anywhere that displays the Visa acceptance mark. Your online account can be used in a similar way to other online banking accounts however it offers no direct debit facility.
There are no hidden charges and you can view the here.
Please note that credEcardplus prepaid card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. We ensure that any funds received by you are held in a segregated account so that in the unlikely event that Contis Financial Services Ltd becomes insolvent, your funds will be protected against claims made my creditors.
How do I retrieve my PIN?
To retrieve your PIN you need to telephone 0330 100 3686, choose option 2 and follow the instructions.
Can I pay my utility bills using my credEcardplus e-account?
Yes, you can pay individual bills and, if your utility provider accepts Standing Order payments then you can set this up to make regular payments from your e-account. You cannot set up Direct Debits on your credEcardplus account.
How do I know when someone has put money on my card?
You can set up e-mail and/or SMS alerts to advise you when you have received a payment into your account. These alerts are instant, you will receive them as soon as funds are received.
Where can I use my credEcardplus?
You can use your credEcardplus card wherever you see the Visa acceptance mark, including shops, restaurants, online and for telephone or tv shopping. You can withdraw cash at ATMs and request cashback at most supermarkets. Please see fees page for information on charges.
How do I get cash out of my account?
You can withdraw cash from an ATM using your card and PIN. We will charge you 75p per withdrawal and some ATM operators may add an extra fee for each withdrawal. You can also get cashback, free of charge, at most supermarkets.
Card Activation
How do I activate my card?
You will receive a 3 digit activation code by text and email, to activate the card you will need to do one of the following:
- Telephone 0330 100 3686, choose option 2 and follow the instructions. Choosing this option means you can retrieve your PIN at the same time.
- Log into your online account and follow the activation instructions provided
Accessing Account
How do I sign into my online account?
Once your account is opened you will be sent an email with your username and password. You can then login via the ‘login’ button on this website.
Funding Options
How do I add more funds?
To load / top-up your account with cash at a PayPoint location, please take your card to any PayPoint retailer and hand it over along with the money you want to put on it. The retailer will swipe the card through their terminal and load your card with money. The cash will be on your card immediately.
If you prefer, you can print out your PayPoint top-up slip (with barcode) from within your online account, take it to a PayPoint retailer and give the slip with your cash and your money will be in your account within 24-36 hours. You can give the PayPoint top-up slip to anyone as it is unique to you and can only be used to deposit money.
Alternatively you can transfer money from another account or have your wages, benefits or a loan paid onto your card. You will need to provide the following details to your employer, company or person transferring the money:
- Account Name: Name on the account
Account Number: 8 digit account number*
Sort Code: 6 digit sort code number**available within online account or from Customer Services following completion of application
Topping up via bank transfer is free.
How quickly are funds available in my account?
Paypoint: Funds loaded using your card are available immediately. Funds loaded using your unique bar code are available 24 – 36 hours after the transaction. (See fees page for charge and maximum load.)
Bank transfers: For payments into the account we will load them on the day we receive the funds.
How quickly are funds transferred from my account?
- Future dated bank transfer – up to 3 working days (FREE)
- Next day bank transfer (request before 5pm) – next working day (£3 charge)
- CHAPS (request before 2.30pm) – same day (£15 charge)
Transaction Query
What if I need to return an item I bought using my card?
The retailer will use the same return policy they have for any Visa card – this could be crediting your card, providing a cash refund or offering a store credit.
Application Query
I would like to apply for a credEcardplus account – what do I need?
You must be 18 years of age or over.
You need to provide proof of your identity and address so, before applying, please have the following details available: Your full name, address, mobile number, email address and date of birth. Adding your passport and/or driving license details can speed up your application. A fee of £10.00 applies. You can apply for a card and either pay by text message, print a barcode coupon and pay at your local PayPoint outlet, or by Credit/Debit Card via NoChex.
Can I order an additional card when I apply for a credEcardplus account?
Yes, you can order an additional card for a family member, partner or friend at the time of application, provided that the additional cardholder is 13 years or over.
Alternatively, you can request an additional card on your e-account when your account is active. There is a £10 fee for an additional card and only one additional card per account is allowed.
Is there a charge to open a credEcardplus account and how do I pay?
Yes, there is a £10 card issue fee which you can pay during the application process by:
- Text message
- Printing the PayPoint slip (with barcode) and taking it to your local PayPoint outlet
- Debit/Credit card
Do I need to sign an agreement?
No. By activating your card you are agreeing to the terms and conditions of the account. The terms and conditions will be sent to you with your card. They can also be viewed via your online account and on this website.
When will I receive my card?
Subject to payment being received and a valid identity check, your card will arrive by post to the address supplied on your application within 10 working days.
When can I start using my card?
You can start using your card as soon as it has been activated and funds have been loaded onto the card.
What is included in my online account?
You can do the following on your credEcardplus e-account:
- View and print statements
- Pay bills
- Transfer money to other accounts
- Set up standing orders
- Request an additional card for a family member or friend
- Update your personal details
- View your agreed credEcardplus account Terms and Conditions
- Report your card lost or stolen
International Usage
Can I use my card abroad?
Yes, your card can be used worldwide – wherever you see the Visa acceptance mark. Please see fees page for information on international transactions.
Other
Will I receive interest if my account is in credit?
No, you will not earn interest on your account balance.
What if my card is lost or stolen?
If you lose your card or it is stolen, or you suspect that your PIN or password is known to an unauthorised person, you must tell us immediately either by logging on to your e-account to notify us or by calling us on 0330 100 3686. Your Visa Card will immediately be cancelled and we will arrange for a new card to be sent to you. There is a £5.00 charge for reissuing the card and PIN. If you subsequently find the card, please don’t use it – cut it in half through the signature box, magnetic strip and CHIP.
Do I need to inform you of changes to my personal details?
Yes, please let us know as soon as possible if you change name, address, telephone number, mobile number or e-mail address. You can do this by logging into your e-account and updating your personal details or by telephoning our customer services team. Evidence of a name change is required (e.g. marriage licence).
How do I close my credEcardplus account?
You can cancel your card up to 14 days from the date you purchase it without incurring any penalty or charge. Your card is valid for 36 months but you can cancel at any time by calling customer services (please see fees page for cancellation charges).
How do I contact you?
You can contact us by email at customerservices@credecard.com or 0330 100 3686 between 8:00am – 8:00pm Monday to Friday & 8:00am – 4:00pm on Saturday (excluding public holidays). You can also write to us at credEcardplus, Navigation House, Belmont Wharf, Skipton, North Yorkshire BD23 1RL
Cashback Rewards
I’m not sure I have received the correct Cashback Rebate to my card
All calculations are automated so if there is an issue please email us at: customerservices@credecard.com or call us on 0330 100 3686* and we’ll do our best to sort it for you.
Why is my Cashback Rebate given a month in arrears?
On the 28th of each month we calculate how much you have spent on your card from our partner retailers up to 24th of the month. The percentage rebate is then transferred to your card approximately 45 days later.
Can I remove my Cashback Rebate via an ATM?
Yes, once the funds have been transferred to your card you can do whatever you want with them. All transactions will bear exactly the same fees as any credEcardplus transaction.
Can I earn a Cashback Rebate when I buy petrol?
No, our retailers don’t give rewards for petrol, for other restrictions please refer to the full terms and conditions within the account portal or app.
Will the retailers on the scheme ever change?
Yes, we are continually working to add retailers to the scheme so that our cardholders get best value every time they use their credEcardplus prepaid Visa card. Retailers can also be removed from a scheme. You will find the most up-to-date list on our website.
I have 2 cards on my account, do we both receive credEcardplus rewards?
Payment for the rewards earned on both cards will be received onto your account for both cards to access.
What is the % Cash Rebate I get from each retailer?
All %’s are shown within your account portal. To view these please log into the online account or the app to view the current rewards.
