Mastercard® ICE Clear card FAQs

What are the benefits of the ICE Clear card?

The ICE Clear card makes spending abroad simple, transparent and cheap – without lots of unexpected fees. You can top up your card with multiple currencies before you travel and spend with ease and security at millions of ATMs and locations worldwide. 


Some of the benefits include:

  • A great exchange rate on your currency - giving you more to spend on the fun stuff
  • What you see is what you get. No hidden fees, no complicated rules
  • Free WiFi hotspot access worldwide
  • Stay on top of your spending anywhere using the ICE Clear app
  • Easy to top-up using the app, the ICE website or by phone
  • 24/7 customer support, including replacement card and/or emergency cash (up to the available balance on the card) if your card is lost or stolen (subject to availability)
  • Accepted at millions of locations and ATMs worldwide
  • Mastercard Priceless® Cities experiences at great locations around the world
What are the fees and limits?

We want to make spending abroad simple, cheap and transparent for everyone – with no budgeting confusion or unexpected costs. That’s why we are completely transparent about our fees and limits, which you can find here. If you have any questions don’t hesitate to drop us an email at [email protected]

Is the ICE Clear card contactless?
Yes! Mastercard contactless is the easy way to pay. No waiting, no bulky cash to weigh you down – just simple everyday payments. You don’t need to enter your PIN, just tap your card against the reader and go. 

Click here for more information. Please note, transaction limits are subject to change and different transaction limits will apply in different countries.  Contactless purchases in the UK are subject to a £30 limit.

Are there any countries where the ICE Clear card won't work?

Yes. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria and Crimea.

Do I need to be a UK resident to get a card?

Yes

Can I get a card if I'm under 18?

No, you must be 18 years or older.

What is My Account?

My Account is your one-stop shop for managing your card online. Once you have registered your card, you can check your balance, top up, move money between currencies, view your PIN, and see your transaction history.

Please note you are not able to view your PIN on the mobile app or when logging into My Account on your mobile. Please call 0800 056 0572 to get your PIN if you are unable to login via desktop.

How do I register my card in My Account?

If you bought your card online, it is already set up on My Account. Simply use the email address you provided when you registered the card and the password you created to login to ‘My Account’, and manage your card easily online.

Does the ICE Clear card have a mobile app?

Yes. The ICE Clear mobile app is the easiest and quickest way to top-up your card, view your balances and transactions, find your nearest ATM and move money between currencies. Just visit the app store or Google Play store from your mobile device and search for ICE Clear.* To login to the app, click on the button at the bottom of the screen that says 'I have setup my card and account. Login.'

*The app is compatible with most up-to-date Android and iOS devices; please see below for details of supported platforms. 
iOS - iPhone 3GS or above running iOS 5.0 and above. 
Android - Galaxy Nexus (or equivalent handset) running Android 4.0.3 (Ice Cream Sandwich) and above

How secure is the ICE Clear card?

To reduce the threat of fraud, your ICE Clear card isn’t linked to your personal information and it’s completely separate from your bank account. It is also chip and PIN protected. We monitor your ICE Clear card daily to detect unusual behaviour, and if something is spotted you'll be contacted to check your transactions. 

There are also things you can do to help keep your travel money secure: 
- Sign your card as soon as you receive it 
- Check your transactions regularly and report anything unusual to Card Services immediately 
- If you print statements from the internet, keep them safe and shred them when you've finished using them 
- Never give your personal details to someone on the phone 
- Don't give out your details in response to an unsolicited email 
- Be wary of anyone who asks for common security details like your mother's maiden name, passwords, date of birth, or information about your work 
- Never give your PIN to anyone, even if they claim to be from your card issuer 
- Don't let yourself get distracted when using cash machines or point of sale terminals - somebody may be trying to find out your PIN

Do you support Apple and Google Pay?

We do support Apple Pay but we don’t currently support Google Pay. Find out how to set up your Clear card on Apple pay here

Can I use the ICE Clear card online to make purchases?

Yes, you can use your card to shop online anywhere that accepts Mastercard Prepaid. You will be charged in the currency of the site that the online site trades in.

If you don’t have enough of the site’s trading currency on your card but you have other currencies, the transaction will be debited from the remaining local currency first, and then from the other currencies until the sufficient amount is found. Click here to see our fees and limits. 

What exchange rate is used for top ups?

The foreign exchange rate will be displayed clearly at the time you top up your card.

What is the free WiFi benefit and how does this work?

The Boingo WiFi benefit provides an individual eligible Mastercard prepaid cardholder with a 3 month membership plan at no extra cost. The access duration is for 3 months starting at the date and time of successful registration (e.g. 10am March 11 2017) and ending three months and one day later at midnight UTC (e.g. 4pm June 11). Eligible reloads to your prepaid card entitle you to an additional 3 month membership associated with your prepaid card. 

You’ll get unlimited, international access to premium WiFi at:

  • Over 1 million global hotspots
  • Thousands of hotels, retail locations, cafes and restaurants
  • Hundreds of airports

You can enjoy simultaneous worldwide access excluding the UK for up to four devices without worrying about data caps or roaming fees. Click here for more information.

How do I access my Boingo Wifi benefit?

To access Boingo Wifi, you must register for a Boingo account within 12 months of getting your ICE Clear card. Please note that Wifi access is limited to three months from registration. Each time you top up your card, you will be able to access Wifi for an additional three months only. To register:

  • You can activate your Wifi benefit 24 hours after you have activated your ICE Clear card. Please note you will need to have a minimum balance of £100 to be eligible for the benefit
  • Verify your eligibility on Boingo’s website by entering your card number (this will take up to 24 hours)
  • Once verified, register for a Boingo account
  • Download the Boingo app or visit their site to find hotspots in your area and login to your account
  • Register up to 4 devices and enjoy your free three months Wifi with Boingo
Do I need a PIN with my ICE Clear card?

Yes, you’ll need your 4-digit PIN to use your card. When you have activated your card, login to My Account to view your PIN. If you’ve forgotten your PIN login to My Account for a PIN reminder. You can also call our Card Services team on 0800 056 0572 24 hours, 7 days a week.

Please note you are not able to view your PIN on the mobile app or when logging into My Account on your mobile. Please call 0800 056 0572 to get your PIN if you are unable to login via desktop.

Can I change my PIN?

Yes, you can change your PIN at any participating ATM in the UK and Europe that has a PIN change facility.

What happens if I’ve forgotten my PIN?

Check your PIN anytime in the ICE Clear app or login to your account here. If you’ve exceeded your PIN tries you will need to have your card unblocked by calling card services.

Check your PIN anytime by calling 0800 056 0572 or by logging into My Account via your desktop.

What do I do if I exceed all my PIN tries?

If you enter the PIN for your ICE Clear card incorrectly three times in a row, your card will be temporarily blocked to keep it secure. Login to your online My Account or call card services to get a PIN reminder to carry on spending. If necessary, request the PIN Unblock service at any participating ATM across Europe, or contact Card Services to unblock your PIN.

How do I top up my card?

You can top up your ICE Clear card online, via the App, e-banking or by phone.

Our favourite way to top-up is via the App because you can also check your balance and manage your card quickly and easily. Enter the amount you would like to top up and if successful, your top-up will appear instantly in your wallet.

Please note, the mobile app top up limit (across all currencies on the card) in one day is £2,500. The mobile app top up limit is subject to your total card fund balance at any one time (including all currencies) not exceeding £5,000. Mobile app top ups will be credited to your account immediately. Please note only 1 top up is permitted per day.

To top up online click here to login to your account and top up.

Please note online reload limits (across all currencies on the card):

  • In one day: £5,000
  • Within 7 days: £15,000
  • Within 60 days: £30,000

The online reload limits are subject to the total card fund balance (including all currencies) not exceeding £5,000 at any one time. Online reloads will be credited to your card immediately. 

The annual load limit is £30,000.
 
To top up by phone, call us on 0800 056 0572.
 
You can make payment to us using a debit card, credit card or via bank transfer. Please note that we have top-up limits in place – read more here

Please note, telephone reload limits (across all currencies on the card):

  • In one day: £750
  • Within 60 days: £1,500

Telephone top ups will be credited to your account immediately.

For example, if you reload £750 onto your card in one day, you may then only load a further £750 within 60 days. The telephone reload limits are subject to the total card fund balance already on the card at the time of the reload, as your total card fund balance (including all currencies) may not exceed £5,000 at any one time.

Can I top up by bank transfer?

Yes – go to ‘My Account’ either online or via the ICE Clear app and set the currency that you would like to top up as your default currency. You can only reload one currency per bank transfer. Then you can either phone your bank or log into your bank account via your bank’s website/app and create a new payee to make a GBP payment.

Please use the following details:
· Beneficiary/payee: Mastercard Prepaid
· Sort code: 20-32-53
· Account number: 63807568
· Reference: Your 16 digit card number (on the front of the card)
· Make sure that the amount you load on your card is within the allowed card limits 

You may reload a maximum of £5,000 per day (across all currencies on the card) via a bank transfer, but your total card fund balance at any one time (including all currencies) may not exceed £5,000.

It may take up to 5 working days for your bank to transfer the funds to us, but we will load the funds onto your ICE Clear card within 24 hours of receiving them. We’ll email you to confirm that your reload has been successful.

Things to remember when topping up:

  • For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully reloaded via one of these channels you may need to wait 24 hours before topping up again, unless you top up via bank transfer or in store (where available). 
  • We can only accept payment from the registered cardholder
  • We cannot accept reloads from third parties
  • Top ups will only be processed and accepted if the name and UK registered address of the payment card matches the name and address on your card account. To update your details please contact Card Services.
  • Please note that a 2% commission will be charged for loading or topping up into your GBP currency on your card.
  • If you top up your Euro, US Dollar, Australian Dollar, Canadian Dollar, New Zealand Dollar or South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham currencies, your GBP payment will be converted into the relevant currency before applying it to your card.
How do I move money between currencies?

You can move money between currencies through the ICE Clear app or by logging into your My Account online. You can also call Card Services to move money between currencies.

When you move money from one currency to another, an exchange rate will be applied.

Can I transfer funds to other bank accounts?

No, but your ICE Clear card can be used to withdraw money from millions of cash machines worldwide and it can be used to pay online and in stores around the world, wherever Mastercard Prepaid is accepted.

What happens if I don’t have enough of the currency I need?

The great flexibility and added functionality of the ICE Clear card means that as long as you have more than one currency loaded, the card will automatically select the next available currency, in the following order: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.
 
If you have insufficient funds of the currency you need, or you do not have the funds in the currency of the country you are visiting on your card at all, you can still use it to make a payment. The card will automatically convert the amount of the transaction from the local currency into the currency(ies) available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by the foreign exchange fee  (see fees and limits for more details).

What is the maximum amount I can spend on the card each day?

The maximum amount that you can spend in any 24-hour period is GBP 3,000 (or currency equivalent) across transactions made via point of sale, internet and phone transactions.

How do I check my balance?

You can check your ICE Clear card balance via the App, online or by phone.
Download the ICE Clear app for the easiest and quickest way top-up your card and track your spending in real-time.

You can also manage your card online through ‘My Account’.

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

It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on ‘My Account’ or using the mobile app.

If you notice a card transaction that you don’t recognise, please contact our 24/7 Card Services team on 0800 056 0572 as soon as you can and within 13 months of the transaction debit date. They will be happy to check and confirm the transaction details for you.

Can I withdraw the funds from my card to my personal bank account?

Yes. You can do this by calling Card Services on 0800 056 0572.

Will I be charged an ATM fee overseas?

We charge £1.50 / €1.75 / US$2.30 / AU$2.30 / CA$2.40 / NZ$3 / ZAR20 / TRY5.40 / CHF2.20 / AED8 per cash withdrawal. Please be advised that some operators may charge their own fee or set their own limits, so always check with the ATM before using.

Sometimes a declined withdrawal might appear as pending. If this is the case, the funds will be automatically returned to your account within 7 days.

Why was my cash withdrawal declined?

Some of the most common reasons for this can be that you have insufficient funds, have entered the wrong card PIN, exceeded your set monthly spending limit, or accidentally frozen your card.

  • Please check the 'Cards' section of the app to view your PIN and make sure that your card has not been frozen, expired, or reported lost or stolen.
  • Check that you have enough money on your card for the transaction.
  • Be aware that some restaurants, bars and automated petrol pumps may require the card to have an available balance greater than the purchase amount before they will authorise your payment. Please check your Terms & Conditions for more details.
  • Check that the retailer accepts Mastercard Prepaid. New EU requirements mean that merchants in the EU/EEA can choose whether or not they wish to accept Mastercard. This information should be displayed at the entrance of the shop or at the till but always ask if not.
  • Your card has maximum limits (see fees and limits here) so check you haven’t exceeded the maximum daily amount that you can spend in a shop.

If there is a transaction you don’t recognise, Card Services can start the dispute process on your behalf. If this happens, they may ask you to provide written information about the unrecognised transaction, or to complete a dispute form. Try to provide as much detail as possible to support your claim.

Click here to see more details about our dispute form.

What are Dynamic Currency Conversion (DCC) payments?

Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency (i.e. Sterling). If you use your Card in a country where the local currency is the same as the currency on your Clear card and you opt to pay in Sterling, this may result in a foreign exchange transaction at additional cost to you. If you wish to avoid this risk, you should opt out of the DCC service and choose to pay in the local currency.

Why is my card not working?

If you have a problem using your card, here are the things you should check first:

  • If you bought your card online, you need to activate it before it will work. Your card will have a sticker with instructions about how to do this.
  • Check you have enough money on the card for the purchase you wish to make.
  • Check you are using the correct PIN.
  • Check that the merchant you are purchasing from accepts Mastercard® Prepaid.
  • Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. Some cash machines may also have their own limits.

If a cash machine screen prompts you to choose 'which account?' it is recommended that you choose the 'Credit' option.
 
You can only withdraw cash from a cash machine up to the available balance on your card (including any applicable fees) and if the amount is within the cash machine's issuing limit.

Why is my contactless not working?

Double-check that the terminal you are paying at supports contactless payments and that your transaction is below the maximum amount for contactless payments (in the UK this is £30). If you bought your card online, you’ll need to activate it online or through card services prior to making any transactions. 

If your physical card has been lost, stolen or damaged , you can order a replacement card by calling Card Services on 0800 056 0572.

Is there anything I shouldn’t use my card for?

Your ICE Clear card works just like a debit or credit card to pay for things in shops, restaurants and to withdraw cash. However, as a prepaid card there are a few occasions where it behaves slightly differently, and we’d recommend avoiding these where possible.

Security deposits at hotels, cruises and car rentals:
Your Clear card should not be used as a security deposit or payment guarantee when you check in at hotels, cruises or for car hire, etc. This is because these merchants typically estimate your final bill and “block” the relevant amount on your card to cover them against non-payment, leaving that amount temporarily unavailable to spend. With a credit card, this generally doesn't impact you, as it simply uses up some of your available credit limit. But with a prepaid card, because you have pre-loaded the funds, it has the effect of reducing the balance available to spend.

Sometimes these ‘pre-authorisations’ can be large and may remain in place for up to 30 days (even after you've settled your bill), so we recommend that you use a different card for security deposits. You can of course use your Clear card to settle your final bill at the end. 

Toll booths:
We would generally advise against using your Clear card at toll booths, such as those found on roads in France. As a prepaid card, the Clear card requires merchants to seek online electronic authorization before taking payment – this is to ensure that transactions only go through when there’s enough balance on the card.

The majority of European toll roads and bridges do not seek authorization, so transactions may not come out of your account until a few days later, which could cause your balance to go into negative if there are insufficient funds.

Do I need to have more than the bill amount on my card to pay at bars, restaurants and petrol stations?

When using your card, a percentage or a fixed amount may be added to the amount of the transaction when it’s submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved from your available card fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction:

Bars

20%

Restaurants

20%

Automated fuel dispensers

GB£50 or currency equivalent


For example you have lunch at a restaurant and the total bill is $50. You are required to have available funds of at least $60 for the transaction to be authorised ($50 + 20% tolerance = $60). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

When I use my card at a bar, restaurant or petrol station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available Currency balance on the card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Multi-currency Cash Passport Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard®, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Multi-currency Cash Passport), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

Do I need to have more than the bill amount on my card to pay at bars, restaurants and petrol stations?

When using your card, a percentage or a fixed amount may be added to the amount of the transaction when it’s submitted by the merchant for authorisation. The addition of this percentage or fixed amount to the transaction authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved from your available card fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction:

Bars

20%

Restaurants

20%

Automated fuel dispensers

GB£50 or currency equivalent


For example you have lunch at a restaurant and the total bill is $50. You are required to have available funds of at least $60 for the transaction to be authorised ($50 + 20% tolerance = $60). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

When I use my card at a bar, restaurant or petrol station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available Currency balance on the card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Clear card Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard®, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Clear card), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

I don't have as much money available on the card as I thought. Why is this?

When using your card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.
This is because:
(i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or 
(ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction.

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions. The merchant categories where tolerances apply are listed below.

Merchant category

 

Bars (or other similar drinking places)

20%

Restaurants (or other eating places)

20%

Automated fuel dispensers

GB£99 or currency equivalent

Please see ‘How much more than the bill amount do I need to have on my card for transactions at bars, restaurants and petrol stations?’ for further information on the additional amounts required.

You may also find that you have less money available on the card than you thought because you have used your card as pre-authorisation of a final payment. Please see question 34 above ‘What is pre-authorisation?’ for more information on this.

What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount into the next available currency in the order of priority. Please see your ICE Clear card terms and conditionsfor further information on the order of priority. 

The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).  

At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions.

What happens if my card is damaged, lost or stolen?

If you lose your ICE Clear card or it is stolen, report it to Card Services immediately. Card Services is open 24 hours a day, 7 days a week, to help you wherever you are in the world so that you can quickly get back to enjoying your travels.

  • If you requested a backup card when you applied for the ICE Clear card then you can continue spending your funds.
  • If you don’t have a backup card a replacement card can be organised for you. There is no charge for replacement cards. We can also arrange for emergency cash in the local currency (up to the value remaining on the card and subject to availability).
How can I contact Card Services?

If you have a general ICE Clear card question or if you want to share any feedback about your card, please email [email protected]. For security reasons please don’t include your full card number in any emails to us – just the first six and last four digits only.

If you’d like to discuss any of the following topics, please call the 24 hour Card Services team.

  • Card transactions or balance enquiries
  • Help with your PIN
  • Help with activating your card online
  • Forgotten username/passwords
What's the difference between the Clear card and the Clear+ card?

The Clear card and Clear+ card are two prepaid travel cards that we have created in partnership with Mastercard®. Both are secure methods of paying in multiple currencies abroad, and both allow for easy topping up and budgeting with the ICE Clear app.

However, the key difference is that the Clear card is bought online, while the Clear+ card can only be bought in our branches.

Due to the lower costs of operating online, you’ll find our best rates online via the Clear card. However, if you buy a Clear+ card in one of our airports, you’ll benefit from perks like free lounge passes and duty free vouches, as well as free ATM withdrawals worldwide.

How do I close my ICE Clear card?

Call Card Services on 0800 056 0572, 24 hours a day, 7 days a week.

How do I change my address?

Please call Card Services on 0800 056 0572 to change your address.

How do I complain?

Our first priority is to give you the best possible customer experience. Should you ever feel that we have not lived up to our promise, we would be keen to hear from you so that we can promptly address any issue you may be experiencing.

In the first instance, please call our Card Services team on 0800 056 0572. This team will try to resolve your concerns over the phone as quickly as possible. You can also email your complaint to [email protected] or put it in writing to:

Service Quality
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ

To help us resolve your complaint as quickly as possible, please provide us with as much information as possible including – your card number (only include the first six and last four digits for security purposes); your name; your address; your contact telephone number; clear details of your complaint; what you would like us to do to resolve it.

If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service which provides an independent review service for unresolved complaints that is free to customers.

They can be contacted in the following ways:

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

You can access the ODR platform by clicking on the following link: http://ec.europa.eu/consumers/odr/ 

You may use the ODR service if you are an EU resident and have a complaint about a product or service purchased from us online. As the ODR platform will ultimately re-direct your complaint to the UK Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance.

Why are the terms and conditions for the ICE Clear card changing?

Mastercard Prepaid Management Services are changing their card issuer to Wirecard Solutions Limited ('WDCS'). WDCS is registered in England under company number 07875693 and is authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051). 

Still have a question?

Contact us