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 Servicing or the Mobile 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 card will be linked to your Online Servicing account and any current balance will be available to use. Occasionally, cards aren’t automatically renewed, but we’ll let you know in advance.

Keeping Your Card Secure

  • Yes. You can block your card online by logging into Cashplus Online Servicing or the Mobile 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 Servicing or the Mobile 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 card? Immediate action will be taken to protect the money in your Cashplus card Account. We’ll cancel your card and re-issue a new one to your current address within just three to five working days.

  • As part of industry wide changes to improve card security, occasionally you may be asked to insert your card enter your PIN when you make a contactless payment, even if it’s under £30.

    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 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 Servicing, the Cashplus Mobile 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 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 Servicing or the Cashplus Mobile 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 Servicing 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.

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