Frequently Asked Questions
Q. Is my prepaid card a normal debit card or credit card?
A. No, your CrewCard is a prepaid MasterCard® card and so works just like a pay-as-you-go mobile. You load up a value of money to your CrewCard and each time you use your card, the value of the purchase is deducted from the funds available. Therefore, you can only make purchases with your CrewCard if you have sufficient funds loaded on it.
Q. I would like to purchase a prepaid card – how do I do this?
A. Simply visit www.crewcard.co.uk and click the Apply Now tab located at the top of the screen. Once selected, simply follow the easy step-by-step instructions and apply for your card.
Q. Can I pay for my CrewCard pack by SMS?
A. Yes you can. On the online application page, simply select 'pay by SMS' as your payment method and follow the instructions. Please note a £10.00 will be deducted from your mobile pay as you go credit, or added to your mobile phone bill if you have a contract phone.
Q. What happens if I don't receive a text?
A. If you do not receive a text within the first few minutes, please contact customer services on sms@crewcardnetwork.com. If you SMS again a further £10.00 may be deducted from your pay as you go credit, or added to your mobile phone bill.
Q. Do I need to sign an agreement or accept any terms and conditions?
A. Yes, when you apply for any CrewCard product, you must accept the terms and conditions set out by CrewCard Network.
Q. When do I receive my card?
A. As soon as your application has been approved, your card will be sent to you within ten working days.
Q. How long does it take to be approved for my prepaid card?
A. Your application can be accepted immediately through the CrewCard website. Approval is guaranteed, however, the cardholder may be turned down if their information cannot be verified.
Q What do I need to do once I receive my card?
A. As soon as you receive your prepaid card you must clearly sign it on the back, in the box highlighted ‘authorised signature’. Activation instructions are shown in the card carrier and your card must be activated through the CrewCard website before any funds can be accessed or up-loaded.
Q. Can I top up my prepaid card?
A. Yes, your CrewCard can be topped up subject to the maximum balance available on your card. Your card can be topped up by SMS, through the Crew Card website or at participating top-up locations and high street banks. Further information about how to top up your card can be found in the load money section.
Q. How long does it take for a top-up transaction to be available on my card?
A. As soon as a top-up transaction has been authorised, your funds will be available on your card for use within a few minutes. For top ups with cash at banks or via bank transfer please allow up to three working days for funds to be available on your card.
Q. When do I get my PIN number?
A. You will receive your PIN number within five working days of your card arriving.
Q. I’ve received my card and it does not work.
A. When you receive your card you must activate it via the CrewCard website. Your card is activated upon first login.
Q. My card no longer works, why?
A. Your card may not work for a number of different reasons:
- Your card is damaged and the magnetic strip or chip cannot be read.
- You no longer have any balance available on the card.
- The card has been blocked for security reasons (see terms and conditions).
- Your card has expired. Check the expiration date stated on the card.
- For help, contact Customer Services on info@crewcard.co.uk.
Q. Should I expect to receive a monthly statement?
A. You will not receive monthly statements. However, your full transaction history, including your current balance, is available through the customer lounge section on the CrewCard website.
Q. What happens if I have purchased an item that I wish to return?
A. Your card will be credited, subject to the merchant’s refund policy. In some cases the merchant may chose to provide a cash refund or a credit voucher.
Q. Is there a limit as to how many prepaid cards I can hold?
A. Yes, you may hold only one account per currency offered by CrewCard (GBP/EUR/USD). Please see our terms and conditions.
Q. How does my prepaid card work?
A. Your prepaid CrewCard can be used like other MasterCard® card – as long as you have enough funds available for your transactions. As your card is chip and PIN, you may be asked for your PIN in order to authorise particular transactions. Funds will be immediately debited from your card upon authorisation of any transaction. A full transaction history can be viewed through the customer lounge section of the CrewCard website.
Q. Where can I use my prepaid card abroad?
A. Your card can be used for purchases of goods and services at any location or ATM that accepts MasterCard® , which is accepted at over 25 million. In addition, your card can be used online wherever MasterCard® is accepted.
Q. Will I earn interest on the balance in my prepaid card?
A. No, your prepaid card is not an interest-bearing account.
Q. What do I do if I change any of my personal details?
A. You must inform CrewCard Network immediately if any of your details change. These details include your name, phone number, email address or home address. CrewCard reserves the right to contact you at any time in relation to the security or misuse of your card. If, at anytime, you chose to cancel your CrewCard and request a balance refund and CrewCard does not have your correct address, Crew Card will not accept any responsibility for loss of funds.
Q. How do I cancel my prepaid card?
A. Your card can be cancelled by contacting Customer Services or by writing to CrewCard at PO Box 5098, London W1S 2PP. Cancellation of your CrewCard may incur a fee; see the terms and conditions for further details.
Q. What happens when my prepaid card expires?
A. Your CrewCard is valid for 24 months. Upon expiration your card will no longer be available for use. We will automatically send you a replacement card loaded with the available balance from your old card. Replacement cards incur a fee; please consult the terms and conditions for further information.
Q. What happens if my card is lost or stolen?
A. If you suspect that your card has been lost or stolen you must report it immediately to CrewCard Network on +44(0)20 7665 0009. Your card will then be cancelled and a replacement card will be sent to you subject to a replacement fee stated in the terms and conditions.
Q. What are the fees for using my prepaid card?
A. All fees and charges are available through our terms and conditions.
Q. What happens if I lose my PIN?
A. You must inform customer services on +44(0)20 7665 0027 in order to request a new PIN. You will then be sent a new card subject to a replacement fee and your previous card will be voided. Your replacement card will be credited with any balances held on your CrewCard.
Q. Are there any withdrawal limits?
A. There are withdrawal limits subject to card type. Please consult the terms and conditions for any further information.
Q. Can I use my card online?
A. Your card is activated for use online at any merchant that accepts MasterCard®.
Q. Who can apply for a card?
A. Anyone over the age of 18 can apply for a card.
Q. Do I need good credit rating in-order to apply for a card?
A. No, since you cannot spend more money than the available balance on the card, the card issuer does not assume any risk and, therefore, is not concerned with your credit rating.
Q. How is the currency exchange rate calculated when the card is used outside of my country?
A. MasterCard® supplies the currency conversion rates to all card issuers on a daily basis.
Q. What if I change my mobile number?
A. We advise that whenever you change your mobile number you should log into your account and edit your personal details, because the SMS functionality will not work with your phone unless it's registered first.
Q. What happens if I do not register my mobile number to my prepaid account?
A. If your phone is not registered to your CrewCard you will not be able to use the SMS top-up and share functionality available to your card.
Q. How do I register my mobile phone to my CrewCard?
A. You are advised to register your mobile number as part of the application process.
Q. I wish to speak to a customer service agent, how much will it cost?
A. To connect to a customer service agent you will be charged a one off one pound fee.
+44 (0)207 125 0321 