Frequently Asked Questions
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Here you will find a selection of the most Frequently Asked Questions in relation to our Travel Money service.
If you are unable to find an answer to your question, please visit our contact us page for details on how to get in touch.XX
Travel Money FAQs
What methods of payment are accepted for Click & Collect?
Debit cards are currently the only method of payment accepted for Click & Collect.
Which branches are available for Click & Collect Travel Money?
The Ramsdens Click & Collect Travel Money service is available at all Ramsdens branches except Bury and Whitby.
What time do I need to order by for collection next day?
Please check our Order and Collection Timetable for more details on ordering and collection times.
How do I know I’m getting the best rate when buying my currency?
Ramsdens regularly compare currency rates with those of local competitors to ensure that we are always offering our customers great rates.
What if I require specific denominations?
Specific denominations should be requested when your order is placed, either by contacting your requested collection branch or by replying back to the confirmation email you receive. Whilst you can request specific denominations, we can’t guarantee them as this depends on current stock levels.
What if I do not use all of the currency that I have purchased?
For a small fee of £4.99 you can sell your leftover Travel Money with the Ramsdens Buy Back Guarantee:
- Holiday cancellation cover - a full refund of your travel money purchase if your holiday is cancelled within 7 days of collecting your currency
- Sell back up to 30% of your travel money purchase (max. of £750) at the same rate your purchased it (you have 45 days to claim from collecting your currency)
For more information on our Buy Back Guarantee service click here.
What is a Buy Back Guarantee?
For more information on Buy Back Guarantee click here.
What if my holiday is cancelled?
For a small fee of £4.99 you can get Holiday cancellation cover as part of our Buy Back Guarantee. This will give you receive a full refund of your travel money purchase if your holiday is cancelled within 7 days of collecting your currency.
Do you buy loose coins back?
We don't buy back coins however you can help make a change to our chosen local charities by donating your unwanted coins and notes in store. We accept all currencies and denominations.
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Ramsdens Mastercard® Multi Currency Card FAQs
Why should I get a Ramsdens Mastercard® Multi Currency Card?
The Ramsdens Mastercard Multi Currency Card is perfect for international travel, as you can load it up with your chosen currency and top up as you go. You won’t have to pay any fees on purchases in shops or restaurants as you do with most bank cards when you spend in a currency loaded on the card, and you don’t have to worry about your bank details being stolen if you lose your card.
How does my Ramsdens Mastercard Multi Currency Card work?
Just like any other payment card. You can use it to pay for goods and services all over the world - wherever Mastercard Prepaid is accepted.
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Getting Started
Who can apply for a Ramsdens Multi Currency Card?
Anyone over the age of 18 who is resident in the UK can apply for a card, all you need is valid government issued photo ID.
How do I register my card?
- If you bought the card at a Ramsdens store, click on the link for ‘Register Your Card’ and simply follow the instructions on the screen. You will need your full 16-digit card to register for My Account.
- If you bought your card online, it is already set up on My Account. Simply use the email address you provided when you bought the card, plus the password you created during the purchase process, to log in to My Account and manage your card easily online.
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My Account
What is My Account?
My Account is an online card management area. Once you have registered your Multi Currency Card, you can check your balance, top up, move money between currencies, retrieve your PIN, and review your transaction history.
Will my name be on the card?
If your card is ordered for home delivery, your name will be printed on the reverse of the card. All other cards will be unnamed.
Is my card linked to my bank account?
No.
Where can I find the card T&Cs?
You can find T&Cs at www.ramsdenscurrency.co.uk/travel-card/terms-and-conditions.
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Managing My Account
How do I manage my account?
You can top up your card at any time instore, online or by downloading our app. Our app enables you to fully manage your account and stay in control of your spending at home and abroad. With our app you can set up alerts for each time a transaction is made and low balance alerts for when a currency is running low.
How to change your PIN?
You can change your PIN at any cash machine in the UK or Europe that has a ‘PIN change’ function on its cardholder menu.
How to retrieve your PIN?
You can get a PIN reminder by selecting the 'PIN reveal' option in My Account or the mobile app. Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.
I have multiple currencies loaded on my card, can I transfer funds to another currency on my card?
Yes, you can easily switch between currencies. Mastercard rates apply for exchanges between currencies in the app or online.
What should I do if I need help managing my account?
Authorising a third party to help you with your account – if you need help managing your account, please contact Card Services who will be able to assist you with this.
How do I close my Multi Currency Card?
- If you would prefer not to keep your card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine's issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.
- Or, if applicable, you may take your Multi Currency Card (and valid photo ID) back to the branch where you bought it and they will refund your remaining balance, less any fees. Payment will be in GBP and the exchange rate (if applicable) will be applied by the branch. Please note: not all branches will offer this service. Alternatively, you can contact Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the primary cardholder only. Please see your terms and conditions for more information.
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Using and topping up your card
Where can I use my card?
Your card can be used globally, anywhere Mastercard® Prepaid is accepted.
Where can I not use my card?
- There are a few countries and geographical regions where it’s not possible to use your Ramsdens Multi Currency Card. If you attempt to withdraw cash from an ATM or use your card at merchants in any of these countries or geographical regions your request will be declined. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, Crimea, Donestsk, Luhansk and Russia.
- The Multi Currency Card may not be used for money transfers (i.e., the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.
How secure is my card?
You can easily block and unblock your card in the app for added protection or if your card is lost or stolen. Our app uses secure biometrics, an easy alternative to using and remembering a password.
What exchange rate will I get when loading or topping up a card?
Ramsdens rates apply when you load or top up the card into foreign currency in branch. Mastercard rates apply for exchanges between currencies in the app or online.
What happens if my card is declined in a shop?
This should only happen when you don’t have enough money on the card to cover the purchase.
Can I use my Multi Currency Card to purchase items online?
- You can use your Multi Currency Card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.
- By using your Multi Currency Cash Passport in the currency that the online site trades in (if it is one of the Currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that's printed on the signature strip on the back of the card.
What if I don't have enough currency on my card for what I need?
- The great flexibility and added functionality of Multi Currency Card means that as long as you have more than one Currency loaded, the Card will automatically select the next available Currency, in the following order: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, CZK, SEK, JPY, THB, HKD, SGD. The search will automatically begin from British Pounds Sterling.
- If you have insufficient funds of the currency you need, or you do not have the funds in the currency of the country you are visiting on your card at all, you can still use it to make a payment. The Multi Currency Card will automatically convert the amount of the transaction from local currency into the currency (-ies) available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section within the Terms & Conditions for more details).
I don't have as much money available on the card as I thought. Why is this?
- When using your card at some merchants (see table below), you may be required to have an available card balance greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.
- At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations tolerance is applied to all automated fuel pump transactions.
- The merchant categories where tolerances apply are listed below.
| Merchant Category | Tolerance |
| Bars (or other similar drinking places) | 15% |
| Restaurants (or other eating places) | 15% |
| Automated fuel dispensers | USD75 or currency equivalent |
What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?
- If you do not have sufficient funds available in your total available card balance to cover both the value of the transaction plus the tolerance amount, the transaction will be declined.
- For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 15% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 15% tolerance is added to the transaction amount and there will be insufficient funds to cover US$57.50 (US$50 + 15% tolerance (US$7.50) = US$57.50).
- Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card balance to cover the addition of tolerance.
- At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.
When I use my card at a bar, restaurant, or petrol station, how long are the funds reserved for and why?
- As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card balance until the merchant settles the final amount (i.e., payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner. If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee. Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN or contactless.
- As the merchant may not settle (i.e., ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your card), we recommend that you check your transaction history regularly via My Account and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.
- At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
- At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.
What if I’m offered the option to pay in GBP whilst I’m abroad?
When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency. By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local Currency on your card, the balance will be taken from another currency on your card.
What is pre-authorisation?
When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorisation will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorisations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.
When my Multi Currency Card expires what do I do?
You can either move your money to a new card, or cash out the balance (subject to fees) and close your Multi Currency Card. To cash out and close, please call Card Services.
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Fees and Limits
How much can I top up?
- Top up as little as £50 whenever you want using our app, all from the comfort of your own home or where ever in the world you have a Wi-Fi signal!
- The maximum top up via our app is £2500 (or currency equivalent) per reload
- The maximum branch and online top up limit is £5000 or currency equivalent.
What is the maximum balance allowed on a card?
£5,000 or currency equivalent.
Are there annual fees?
There are no annual or monthly fees but inactivity fees will be applied after 18 months of non-usage. See T&Cs for details.
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Support and Complaints
My card is lost or stolen?
- Contact our Global Assistance Call Centre 24/7
- Calling from the UK: Freephone 0800 028 2437
- Calling from abroad: +44 207 026 9011 (Standard network charges will be applied)
I need to speak to someone. Who do I call?
Call the Card Service Helpline on 0800 028 2437 or if abroad +44 207 026 9011
Can I get access to emergency cash?
If you report you card as being lost, stolen or damaged, we can arrange your emergency cash in the local currency (up to the value remaining on the card and subject to availability) anywhere in the world.
How do I dispute a transaction on my card?
If there is an incorrect transaction and you want to dispute it, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
Card Services, 24 hours a day, 7 days a week.
Card Services, 24 hours a day, 7 days a week.
- Phone number if calling from the UK - 0800 028 2437
- Phone number if calling from abroad - +44 207 026 2437
What do I do if I find an incorrect transaction on my card?
- It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on My Account or using the mobile app.
- If you have any queries about your Multi Currency Card balance or you notice a card transaction that you do not recognise, please notify Card Services as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.
- If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
What should I do if I want to register a power of attorney?
A Power of Attorney is a document that allows you to appoint a person organisation to manage your affairs if you become unable to do so. If you need to register a Power of Attorney with us, contact Card Services who will be able to assist you with this.
What do I do if I need to tell you about the passing of a Ramsdens Multi Currency Card cardholder?
We’re sorry to hear about your loss. If you need to inform us about the death of one of our customers, please contact Card Services who will be able to assist you with this.
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Old Ramsdens Travel Cards
Have an old Ramsdens Travel Card?
If you have old Ramsdens Prepaid Travel Card, please click here for important information.