FAQs

	Getting your card FAQs
	Card Features FAQs
	Using your card FAQs
	Account Management FAQs
	Topping up your account FAQs
	Keeping your card safe FAQs
	Contacting us FAQs
	Where in the world can I find a MasterCard ATM?
	Application Tracker

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Account Management

How can I update my contact details?

You can update your contact details either online in the Members' Area or by contacting Customer Services. It is your responsibility to notify us within 14 days of any changes to your contact details so that our records are accurate, complete and up to date.

How can I check my balance and transactions?

Via the Members' Area: You can check your balance and review and print your statements and transactions.

Via Customer Services on 0871 277 5599*: You can use our automated service to:

	Report your card as Lost or Stolen
	Activate your card
	Check your account balance and last 5 transactions
	Check when a payment has been made into your account
	Hear more information about our services, including:
(i)	Getting and using your card
(ii)	Topping up and different payment plans
(iii)	How to use your card for getting money to friends and family

You can also get further help with specific account queries by speaking to one of our Customer Services Advisors.

Call us Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls will be charged at 10p per minute from BT landlines and may be recorded. Calls from other networks or from outside the UK may cost more. Lost and Stolen calls will be taken 24 hours a day, 7 days a week.

You can also text us!

To have your latest card information sent to your mobile phone just text the following requests to 07797 800 601. Each text costs your usual network tariff plus 25p which will be charged to your mobile phone. Simply text:

BALANCE - to get your latest balance details
LASTTRANS - to get up to your latest 5 transactions
STATUS - to check up on the status of your application

Please note that if you have more than one card account with the same mobile phone number, you will have to contact customer services.

I don't want to receive text updates after reloading my account at the Post Office®. What should I do?

Please contact our Customer Services team on 0871 277 5599* and give them your mobile phone number and Gap Year Cashplus card numbers. They will ensure you do not receive the updates when you reload your account in the future.

What information will Customers Services ask for when I call?

You will be asked to provide your Card number and other details to help our staff verify they are talking to the correct person. You may also be required to help us, our agents or the police if your Card is lost or stolen or we suspect your Card is being misused.

What happens if a transaction that’s not mine appears on my account?

There are a few simple steps that you need to take if a purchase appears on your account that you think is not yours.

1. Please check with any additional cardholders on your account in case they have bought something that you hadn’t known about.

2. Check through your receipts as a shop’s name may be slightly different than the name they print on receipt, which is the name that will appear in your transaction history in the Members’ Area.

3. Speak with the store, or place where the transaction was made, before asking us to look into it as it’s usually the faster way to sort it out.

4. If none of those things work out, then see the Transaction Dispute on the Members' Area for instructions on how to proceed with your dispute and to print a Dispute form. Please ensure we receive your completed Dispute form as soon as possible to the purchase being made.

We may send you a ‘dispute declaration form’ which you’ll need to complete and return to us. If it turns out you, or your additional cardholder, did use your card to buy something you then dispute we may have to charge you £20.00 to cover our costs.

Can I block my card before I report it lost or stolen?

Yes, you can do so by visiting the Members' Area and selecting "block a card" - this will ‘suspend’ your card but does not order a replacement card. To do that you need to speak to Customer Services.

If I dispute a transaction on my account, when will I receive my money?

We will review the transaction within 10 days, after which we will either make the refund or advise you why we need additional investigation.

*Calls made to 0871 numbers are charged at 10p per minute from a BT landline and may be recorded. Calls from other networks and outside the UK may vary.