Cash Passport - Frequently Asked Questions (FAQs) 

How does Cash Passport work? 

Cash Passport is a Mastercard® prepaid currency card. You “load” your travel money onto it in advance* (at a participating bank or retail outlet in South Africa) and then use it at millions of ATMs and merchants across the world**, to access your money quickly and safely.

Your Cash Passport is valid for at least three years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card.

Local Exchange Control Regulations issued in terms of the Currency and Exchanges Act 9 of 1933 and the provisions of the Financial Intelligence Centre Act 38 of 2001 apply.

The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited

Where can I use the card? 

You can withdraw local currency from ATMs worldwide.*

No matter which currency Card you purchase, you can still use your Cash Passport in countries or areas with a different currency. The system will automatically convert your stored currency to the local one, for example, if you purchase a Euro Cash Passport, you can still use it at ATMs in America.**

*The Card is intended for use outside of South Africa and should not be used in the Common Monetary Area, being South Africa, Lesotho, Swaziland and Namibia.

**Transactions in a currency other than the currency of the Card will be exchanged to the currency on the Card at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by the issuer.

Please note: There are a number of countries and geographical regions where the use of Cash Passport is currently prohibited 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 and Crimea.

How do I activate my card? 

It may take up to twenty-four hours before your Cash Passport is automatically activated. Please make sure you sign the back of your Card immediately, using a ballpoint pen.

How do I reload my Cash Passport? 

Even with a zero balance, your Cash Passport is still valid (until the expiry date on the front of the Card) and you can reload it for your next trip anytime. Just take your Cash Passport, a valid ID, your valid passport, proof of travel, proof of residence and payment to a participating branch of the Purchase Location where you first purchased it and they will reload the Card for you.

Your Cash Passport is valid for at least three years (see the expiry date on your Card) and reloadable as many times as you want – within the limits and restrictions of your Card*.

Local Exchange Control Regulations issued in terms of the Currency and Exchanges

Act 9 of 1933 and the provisions of the Financial Intelligence Centre Act 38 of 2001 apply.

How do I register my Card online? 

To register your Cash Passport, go to the ‘My Account’ page on www.cashpassport.com and register your card. You’ll be prompted to enter your primary Card number. If you have more than one Cash Passport card, please ignore the last digit on each one and pick out the Card with the lowest number. That’s your primary Card.

How can I check my balance, view my transaction history or change my PIN? 

You can manage these everyday aspects of your Cash Passport online, as soon as you’ve registered your Card at My Account, or you can call one of the Card Services numbers. Please note that you CANNOT change your PIN

What do I do if I find an incorrect transaction on my card? 

If you have any queries about your Cash Passport balance or you notice a Card transaction that you do not recognise, please notify the 24 hour Card Services team

 as soon as possible and in any event within 30 days 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 Claim Form. Please help them to help you by providing as much information as you can.

It is recommended that you check your transaction history and Card balance at least once a month.

You can download the dispute claim form by visiting the Contact Us section of this website.

What if my cash passport does not work at the ATM? 

Cash Passport should work in any cash machine*, displaying the Mastercard® Acceptance Mark.

Please note, if an ATM screen prompts you to choose ‘which account’, it is recommended that you choose the ‘Credit’ option.

You can only withdraw cash from an ATM up to the available balance on your Cash Passport and if the amount is within the ATM’s issuing limit.

* The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). - In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

What if the ATM asks for a six digit PIN? 

In some countries, you may be asked for a six digit PIN, when using an ATM. However, Cash Passport uses a standard four digit PIN, which will still be accepted if the ATM has been set up correctly in compliance with Mastercard regulations.

If you need assistance with any PIN issues, please call Card Services.

What if my Cash Passport is lost or stolen? 

Please contact Card Services immediately.

What if my Card hasn’t got all the money I need to buy something? 

If the merchant supports it, you can use your Cash Passport to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want to be deducted from your Card. The cashier should process your Cash Passport payment first, and then accept the remainder of the balance in whichever way you want to pay it.

What if my Cash Passport is declined? 

Please see What if you’re having a problem using your Cash Passport?

Be aware that some merchants, such as restaurants and car hire companies, may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.

What if you’re having problem using your Cash Passport? 

If you have a problem using your Card, here are the things you should check first.

Check you have enough money on the Card for the purchase you wish to make. You can always use your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it. Make sure the merchant processes your Cash Passport payment first.

Check you are using the correct PIN. You can get a PIN reminder at any time by calling Card Services and selecting the PIN option.

Check that the merchant you are purchasing from or the ATM accepts Mastercard®.

Your Card has maximum limits on how much you can withdraw or spend, for example; Maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. Check that you have not exceeded the maximum daily amount That you can spend. In addition, some ATMs may have their own limits.

Please note; if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.

The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). In addition, there are a number of countries and geographical regions where the use of Cash Passport is currently prohibited.

What is pre-authorisation? 

Some companies (usually hotels or car hire companies) may ask you for your Cash Passport as “pre-authorisation” of your final payment. We don’t recommend you agree to this, because some of these companies may estimate your final bill and deduct money against that estimate for several days, during which you can’t access those funds for other things. You can, of course, use the Card to settle the final bill when it becomes due.

What are Dynamic Currency Conversion payments? 

Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency, e.g. South African Rand.

If you use your Card in a country where the local currency is the same as the currency of your Card (e.g. using a US Dollar Cash Passport in the USA) and you opt to pay in South African Rand, this may result in a foreign exchange transaction at additional cost to you.

If given the option, please opt out of the DCC service and choose to pay in the local currency - NOT SOUTH AFRICAN RAND - to avoid paying additional foreign exchange fees.

Is Cash Passport suitable for tips, service charges and other variable costs? 

When using your Cash Passport as payment at certain locations (including bars and restaurants), an additional amount (typically 10% - 20%) is automatically added as an anticipated service charge or tip, temporarily reducing the balance on the Card.

When you use your Cash Passport to purchase fuel at an automated fuel pump, there must be a minimum balance of GBP 50 (or currency equivalent), on your Card. To make a telephone call, there must be a minimum balance of 10% of the cost of the call. This is to ensure there are sufficient funds available to cover the final cost of the transaction and to reduce the risk of a negative balance arising on the Card. If your actual service charge or tip is less than the additional amount added or you spend less than the minimum amount when purchasing fuel or paying for a telephone call, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. Only the actual amount of the final bill agreed between you and the merchant will be deducted from the Card.

Can I use Cash Passport to make reservations, rent a vehicle or set up my account on board a cruise? 

It is not recommended to use your Cash Passport as guarantee of payment (for example at hotels or vehicle rental companies). These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. For this reason, and because of the potential amounts involved, we advise against using your Cash Passport to pre-authorise expenditure. You can of course use your Cash Passport to settle your final bill.  

Cruise lines will not accept your Cash Passport for establishing an onboard spending account, when checking in, however your Card can be used in most instances to settle your final bill.

When my Cash Passport expires what do I do? 

If you are planning to travel again but your Cash Passport has expired, just take your Card, a valid ID, your valid passport, proof of travel and proof of residence to any participating branch of the Purchase Location where you first purchased it and they can cashout any remaining funds on your old Cash Passport into a new card . Alternatively, if you’re not planning to travel but your Card has expired, you can ask for your funds to be cashed out and refunded to you. Please enquire at to any participating branch of the Purchase Location where you purchased the Card.

How do I close my Cash Passport? 

You would prefer not to keep your Card at the end of your trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from an ATM*, displaying the Mastercard® Acceptance Mark.

Alternatively, you can cashout the balance at your initial purchase location where you bought your Cash Passport from.

The Card may only be used outside the Common Monetary Area (being South Africa, Lesotho, Swaziland and Namibia). The Card may be used for online purchases provided that the website used is not registered in the Common Monetary Area. In addition, there may be some other countries or geographical regions where usage of the Card is prohibited. Please see ‘Where can I use the Card? to verify the list of countries and regions with restrictions.

 

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