Help: My Cashplus Mastercard

My Debit Card

  • You can activate your card online or by phone 24 hours a day, 7 days a week.

    You can also request your PIN via Online Banking or the Cashplus Bank App, or by calling our automated phone service.

  • For Personal Applications, your Cashplus Debit Card will take around 3-5 business days to arrive once we’ve received your payment. For Business Applications, we’ll post your card as soon as your applications approved – again it will take 3-5 working days to reach you.

    If you haven’t received your card within this time-frame, please check the status of your application using our application status tracker in case there’s any further information we need from you.

    Alternatively, you can get in touch with our Customer Services team they can look into this for you.  

  • We’ll send you an email before your card’s due to expire. Your new card will be sent to your current address and a card renewal fee will be charged to your account on, or shortly after, the date that your replacement card is issued. Your renewal card will be activated and ready for use.

    We usually send out cards around about 30 days before they’re due to expire. If your new card doesn’t arrive within that time-frame, please contact our Customer Services team.

    The new Cashplus Bank card will be linked to your Online Banking account and any current balance will be available to use. Occasionally, cards aren’t automatically renewed, but we’ll let you know in advance.

  • When shopping in-store, most contactless purchases can be made up to a £100 limit. From 15 October 2021, contactless limits increased to £100 from £45. The new limit will take some time to roll out across all shops, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

  • If you can't remember your card PIN, simply log in to the Cashplus Bank app or Online Banking to request a reminder:

    • In the app head to 'Cards', tap 'PIN Reminder' and choose to receive it via SMS or in the post – and we’ll send it to you.
    • In Online Banking head to 'Manage My Account' and select 'Request a PIN'. Choose which card you need the PIN for and whether you want to receive via SMS or in the post – and we’ll send it to you.

Keeping Your Card Secure

  • Yes. You can block your card online by logging into Cashplus Online Banking or the Cashplus Bank App. Just select the ‘Block a card button’ and follow the prompts. 

  • Please contact us immediately. You can also block your card in Cashplus Online Banking or the Banking App.

    We may need you to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.

    What will happen to the money on my Cashplus Bank card? Immediate action will be taken to protect the money in your Cashplus Bank card Account. We’ll cancel your card and re-issue a new one to your current address within just three to five working days.

  • For your security, occasionally you may be asked to insert your card and enter your PIN when you make a contactless payment, even if your purchase is under the £100 contactless limit.

    From 15 October 2021, contactless payment limits increased from £45 to £100, however this will take some time to roll out across all UK retailers, so you may notice a difference between shop to shop over the next few months and some may decide not to increase the limit.

    When you get asked to enter your PIN when you go to make a contactless payment, this is for extra protection, just to make sure it’s always you that’s using your card.

    When this happens, your transaction might be declined or the card reader might ask you to insert your card (it depends on the retailer). If this occurs simply insert your card into the reader and enter your PIN to continue to use contactless in future.

Using Your Card Securely When Shopping Online

  • Mastercard Identity Check is a service that allows you to securely make online purchases using your Cashplus Mastercard. When making purchases with participating online retailers, you’ll sometimes be asked to enter a one time passcode that is a six or eight digit number sent to the mobile number registered to your Cashplus account. When you enter the passcode, it will then be verified by Cashplus so we can make sure it’s you making the purchase. Mastercard Identity Check provides an enhanced level of security for your online shopping.

  • Mastercard Identity Check is quick and easy to use. You don’t need a new card or any special software. When you’re completing a purchase online with a Mastercard Identity Check retailer, you just need to enter the one time passcode that is sent to the mobile number connected to your Cashplus account.  

  • You don’t need to do anything to activate Mastercard Identity Check but you do need to make sure your mobile details are always kept up to date.

    You can update your mobile details in Online Banking, the Cashplus Bank App or by calling our Customer Services team.

  • You’ll only have to follow the one time passcode process with online shops that are registered to Mastercard Identity Check. You’ll be able to tell if the one time passcode is required for a retailer as the Mastercard Identity Check logo will be displayed on the company’s website.

    Learn more about Mastercard Identity Check here.

  • A one time passcode is a unique six or eight digit number sent to your mobile number registered at Cashplus. This is part of a secure process (Mastercard Identity Check) to verify the transaction you’re trying to make so that we can make sure it’s you.

  • When making purchases with some retailers, you’ll be asked to enter a one time passcode to complete the transaction securely, which is texted to the mobile number connected to your Cashplus account. This extra security step is called Mastercard Identity Check and it allows Cashplus to verify it’s you making the purchase.

  • Normally Mastercard Identity Check will show the last four digits of the mobile number that the one time passcode has been sent to. If you don’t recognise your mobile number, please log in to Online Banking or the Cashplus Bank App and update your mobile number. Alternatively, you can contact our Customer Services team

  • Your one time passcode for Mastercard Identity Check will automatically be sent to the mobile number registered to your Cashplus account.

  • If the SMS containing your one time passcode doesn’t arrive, please double check you have the correct mobile number registered to your Cashplus Online Banking account. Alternatively, you can select ‘Resend OTP’ which will resend the one time passcode. If you’re still experiencing issues, please contact our Customer Services team.

  • If you don’t have a mobile number, please contact our Customer Services team directly.

  • Your one time passcode will expire after four minutes. If it does expire, you’ll need to re-enter your payment details to complete your purchase.

  • If you enter your one time passcode incorrectly more than three times you’ll need to re-enter your payment details to complete the transaction and receive another one time passcode.

    Still need help? For further assistance about Mastercard Identity Check please contact our Customer Services team.

  • If you suspect a fraudulent purchase has ever been made using your Cashplus Mastercard, you should contact Cashplus immediately.

Terms and Conditions apply, including applicants being resident in the UK & aged 18+ and, if relevant, businesses being based in the UK.

For full website terms including information on Cashplus Bank, Mastercard and use of Trademarks, please see our full legal disclosures at https://www.cashplus.com/legal/.

Advanced Payment Solutions Limited (APS) provides credit facilities subject to approval and affordability, and where accounts continue to meet APS credit criteria. APS is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the PRA. Our Firm Reference Number (FRN) is 671140.

♦Calls to 03 numbers cost no more than a national rate call to a 01 or 02 number and will count towards inclusive minutes in the same way as 01 and 02 calls. Calls may be recorded.

Mastercard logo