Monarch prepaid cards

• Is my Monarch card like a normal bank debit card or credit card?

  Your Monarch card is not a credit or charge card but it works like a debit card. It is a MasterCard Prepaid card that carries a variable amount of money dependent on how much has been loaded on to it. Each time you use the card, the purchase amount is deducted from the available balance.

  In addition, the Monarch worldwide & discounts card also functions as a Countdown discount card, allowing you access to thousands of discounts with high street retailers
  throughout the UK - click here for more details.

• Is the eurozone or worldwide & discounts card right for me?

  In summary, the eurozone card is ideal for people travelling regularly to Europe who wish to transact in Euros and benefit from a competitive exchange rate. The Worldwide + Discounts card is more suited to people who may be travelling less frequently to Europe, or visiting non-eurozone countries such as Turkey, Egypt or USA. This card enables users to enjoy a competitive exchange rate, but also get additional benefits here in the UK, by offering exclusive discounts on high street retailers year round. This means the card can be used for more than just holiday spending money.

  Both cards are a good alternative to using credit or debit cards abroad, or taking cash, because they offer competitive exchange rates and no hidden fees or commissions, but with the flexibility of MasterCard and the security of Chip and PIN.

  For more help deciding which Monarch card best suits your needs, please
  click here.

• Can I apply for both Monarch cards?

  Yes, you may apply for both Monarch cards.

• How do I apply for a Monarch Card?

  To apply for a Monarch card, simply click on the ‘Order Now’ button and follow the step by step guide - it will only take a few minutes. We will then verify your identity. You may be required to provide us with a copy of your passport or identity card to confirm your details. Once these have been checked, your card will be sent out with instructions on how to activate it and obtain your PIN.

• Who can order a Monarch card?

  The Monarch card is available to any U.K. resident aged 18 or over, regardless of credit history.

• How do I apply for additional cards for family members or travelling companions?

  During your application, simply choose to add an additional card and enter the requested details. There is a small fee for additional cards (please refer to the
  Monarch card rates and Monarch card terms and conditionssections).
  You may apply for up to one additional card per account.

• When will my Monarch card arrive?

  Once your application is complete and payment is received, your Monarch card will be sent to you within 5-10 working days, or within 1-3 working days if Express Delivery is selected. Express Delivery cards will not be personalized with your name.

• What should I do when I receive my card?

  Once you receive your card, you should sign it immediately, and then follow the instructions in the accompanying letter to activate your card and obtain your PIN.

• How do I obtain my PIN?

  For security reasons your four digit PIN used to perform card transactions will never be issued with your card. To get your PIN, please call us using the number provided in the letter accompanying your card. Please note that your card PIN is different from the six digit passcode that you use to identify yourself with us. We will never ask you for your PIN.

• How do I change my PIN?

  You can change your PIN to something you find easy to remember at most UK cash machines - just look for the ‘PIN services’ option.

• How do I load my Card with funds?

  More funds can be loaded as required by logging in to the Monarch card website and by clicking the "Top up" tab, then simply following the instructions provided. Load limits and fees may apply, see Terms and Conditions.

• Once loaded, how long before I can access my funds?

  Generally funds will be available within two hours from when we receive your payment for all methods.

• Where can my Monarch card be used?

  You can use your Monarch Card wherever the MasterCard Acceptance Mark is displayed, including shops, bars, tourist attractions, restaurants, hotels, online, over the telephone or at ATMs.

• Can I use my Monarch card in any country?

  Absolutely, your Monarch Card will work anywhere in the world where the MasterCard Acceptance Mark is displayed. However, spending in some countries may incur charges, depending on which Monarch card you have. For further details, please refer to the Terms and Conditions.

• What should I do if I'm asked if I want to pay in GB Pounds abroad?

  When using your Monarch card at ATMs or outlets abroad you may be offered the option to pay in GB Pounds rather than the local currency. This is because the ATM or payment terminal recognizes that you have a UK registered card.

  If you opt to pay in GB Pounds, you will be charged a currency conversion fee to process the transaction, so you should always reject this option. If you have a Monarch eurozone card then the funds are already denominated in Euros. If you have a wordwide & discounts card the funds will automatically be converted to the local currency.

  Your Monarch card is designed to help you avoid these charges - so remember, please always opt to pay in local currency.

• Is there anything else I should know about using my Monarch Card?

  Your Monarch Card should not be used for security deposits when you check into a hotel or hire a car. Secure these with any other credit or debit card and only use your Monarch card to settle the bill. This is because of something called ‘shadowed funds’. When a card is swiped for security you might not know that a ‘shadow’ is put on the funds on that card. Unlike a credit card, your Monarch Card holds a prepaid balance and the shadow will stop you from getting to your travel cash. A shadow can last for up to 30 days. Use another card for the security swipe and your Monarch card when the payment transaction is required. If you have any questions, do not hesitate to call us.

• How are returned goods credited?

  Stores will process returned goods in the same way they handle any other goods bought using a MasterCard card and subsequently returned. They may credit your Monarch card, provide a cash refund or a credit note.

• How do I get my money back at the end of my trip?

  It is easiest to leave the money on your card for your next trip and top up further as needed. This is particularly the case if you have the Monarch worldwide + discounts card, where you can obtain discounts by using your card to shop with certain retailers here in the UK (click here for more details on the Countdown benefits).

  If you do wish to withdraw your remaining balance, you can do so at an ATM either abroad or when you return home. Depending on which card you have, this may incur charges. See Terms and Conditions for full details.

  Upon request, we can also return the balance to the payment method you used to buy the funds. Please contact us via the Contact Us page on our web site. There will be a small redemption fee of £5 or €6 (see Terms and Conditions) and the refund will take place within 5 days from the latest transaction date at our current exchange rate.

• Can I cancel my Monarch card?

  In the unlikely event that you are unhappy with the service, you have a legal right to cancel your Monarch Card up to 14 days after you receive it. You also have the right to cancel your card at any time after this period, subject to cancellation and redemption fees. See Terms and Conditions

• Why has my Monarch card suddenly stopped working?

  This could be for a number of reasons. 1. Your card is damaged
  2. You have no balance left on your Monarch card account and need to load some more
  3. We have blocked the card for security purposes or on your instructions
  4. The card has expired, please check the expiry date on the card itself.

• Where can I find out more about Countdown scheme?

  For more information or help with a query regarding Countdown, worldwide & discounts cardholders should login to their account and access the Countdown pages,
  or see the discounts page.

• How do I track my transactions, balance and available to spend amount?

  Using our website or SMS text service you can easily keep track of your spending and that of the additional cardholders.

  Online
  www.monarchcard.co.uk

  For SMS card balance
  Text CARD BAL to 60777 (or to +44 7786 200690)

  For SMS recent transactions
  Text CARD TRX to 60777 (or to +44 7786 200690)

  Customer Services
  Call 08453150072 or +44 203 059 1205 from outside the UK
  
  For more information and fees see Terms and Conditions

• What happens if my Monarch card is lost or stolen?

  Your Monarch card should be treated like cash. You must keep it safe and prevent anyone else from using it. You must treat the PIN as confidential.

  If the card is lost or stolen tell us immediately online via our website, or via our Customer Services. You can also text us from your registered mobile phone, sending CARD STOP LOST or CARD STOP STOLEN to +44 7786 200690. We will then cancel your card, prevent further transactions and begin our investigations. If you do not already have a spare card onto which the unused balance can be transferred, we will provide a replacement card as necessary and transfer any unused balance pending the results of our investigations. A fee may apply for replacement cards, please refer to our Terms and Conditions.

  With this in mind, for convenience, you may wish to purchase and take an additional card with you. We can then move any unused funds on to your second card more quickly and easily.

• Can I change my personal details?

  Yes, you must notify us a soon as possible by signing into your online account and updating the necessary sections or by calling us.

• What happens when my Monarch card expires?

  Your Monarch card will be valid for 3 years. We will send you a new card prior to expiry if you have used the card within the 6 month period prior to its expiry.

• How should I get in contact regarding my Monarch card?

  For details of how to get in contact, please see the “Contact Us” page.

• How much does the Monarch card cost?

  The Monarch eurozone and worldwide & discounts Cards represent excellent value. For full details, please see the “Costs” page and the “Terms and Conditions”.