Need help with your Cashplus account?
Setting up your account
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How do I get my eight-digit security code?
If you can't find your code, or need a reminder, please take a look through your email inbox first. You should still have the email we sent you that contains your code. If you can't find it, call our Customer Services on 0845 3510462 Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls are charged at the local rate from BT landlines and may be recorded. Other networks and calls from outside the UK may vary. You'll be asked some security questions so we can confirm who you are, and then we'll give you your code.
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Why do I need to activate my card?
Because we need to make sure your account and your Cashplus card are totally secure - for example, we wouldn't want anyone else to get your card and start using it. So this is an extra level of security to make sure that you, and no-one else, can get to your money.
Using your card
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How do I upgrade my account?
It's important you upgrade your account so that you don't miss out on valuable benefits, like being able to get additional cards and an increased maximum balance. It's really easy to do. We just need to confirm your details, often with something like a bill with your name on it or a certified copy of your passport, see the next question for details, or visit the Members' Area and click on upgrade card to view an acceptable list of documents.
Sending us your documents is easy:
- Just place them in the FREEPOST envelope we enclosed when we sent you your card. Or use your own envelope and address it to FREEPOST CASHPLUS.
- Please give your full name and address as it appears on your account and the last 8 digits of your card when you write to us.
We'll then make our own copy of the document and send it back to you within ten working days. Once everything's fine, we'll send you an email confirming that your account has been upgraded. If we need more information, we'll let you know as soon as we can.
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What are the accepted forms of documentation?
Please remember to visit the Members' Area to see whether you need to send us both proof of identification and proof of address, or just one of them.
Proof of identification: Send just ONE of the following:
- Certified copy of your passport
- Certified copy of your UK Driver's Licence Provisional or Full (both card and paper parts)
- Certified copy of an EU. Driver’s license
- Certified copy of EEA Member State ID Card
- Inland Revenue/HMRC correspondence (i.e. confirmation of tax code, NI number). - This must be an original, not a copy
Proof of your address: And/or send ONE of the following:
- Bank or building society statement.
- Credit card/store card statement
- Utility bill
- Council Tax bill
- Council Rent Card or Mortgage statement
- Tenancy Agreement from Council or Housing Association
- Home Insurance Certificate
(We require an ORIGINAL document, not a photocopy)
Please note all bills and statements must have been sent to you in the post and must show your name, address and, if applicable account number. We cannot accept print-outs from the internet.
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What is a certified copy?
This is a photocopy of your document with the words 'confirmed a true copy of the original' added, which has then been signed, stamped and addressed, with the contact telephone number of the person who certified the document, such as a solicitor, accountant or banker.
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A payment has not reached my account, what should I do?
Some payments take longer to reach your account than others. For payments made by wage deposit, standing order or bank transfer, if we have your mobile phone number, we’ll send you a text message when your payment comes through, so you will know if we haven't received payment.
If you believe a top up payment hasn't reached your account within one or two days, you'll need to go to the Members' Area and fill out a missing top up form. Once you've done that, we'll send you a text to tell you whether or not we can find the payment.
Alternatively, you can call Customer Services on 0845 3510462 Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls are charged at the local rate from BT landlines and may be recorded. Other networks and calls from outside the UK may vary. When you call, you'll need your card number, the payment amount, payment reference and the date the payment was made.
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How long will my top up take to show on my account?
It depends on where you have topped up your account. Please see the table below for more information based on which top up method you used:
Top up method:
Top up Fee:
Time Period:
Additional notes:
Wage deposit♦Free
3-5 business days
Please download and complete a wage deposit form to arrange this
Cashplus retail stores
Free
15mins, typically
There are over 700 Cashplus stores, find your closest store
E-pay
£2
Typically 30mins
There are over 5,000 e-pay stores, find your closest e-pay store
Post Office
Free
1-2 business days (Unless paid on Friday or Saturday where it will usually take until the following Tuesday)
Top up your card at any UK Post Office
Standing order♦
Free
3-5 business days
Please give your 16-digit card number as a reference
Bank Transfer♦ (by phone, internet or in bank)
Free
1 business day†
Please give your 16-digit card number as a reference
† Funds should be available in one business day if payment is made before 3pm through any of the following banks who provide faster payments: Barclays, HBOS, HSBC, RBS, NatWest, Lloyds TSB, Alliance & Leicester, Co-op Bank, Abbey, National Australia Bank, Northern Rock. We will text to confirm when funds are available. If not through a faster payments provider, funds should be available in three business days, we will text to confirm when funds are available.
♦Top ups by bank transfer, standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.
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What is a 'pending transaction'?
A 'pending transaction' often means that money has been temporarily held in your account, usually for one of three main reasons:
- A transaction (something you've bought or money you've withdrawn) made using your Cashplus card, which has been authorised for payment, but hasn't yet been taken from your account, for example, a monthly DVD subscription.
- 'Reserved' funds requested by some places you use your card. For example, some hotels may take authorisation at check in and/or when booking, to reserve enough money to cover your bill.
- 'Voids'. For example, when you change your mind about something you've bought and the store cancels it, or if a transaction has been duplicated it may take a few days for it to clear off your account.
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What happens to pending transactions?
The Pending Transaction will either turn into a cleared transaction (purchase) or will be removed automatically within seven days.
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What happens if a transaction that is not mine appears on my account?
There are a few simple steps that you need to take if a purchase appears on your account that's not yours:
- Please check with any additional cardholders on your account in case they have bought something that you hadn't known about.
- Check through your receipts as a shop's name may be slightly different than the name they print on receipt, which is the name that will appear in your transaction history in the Members' Area.
- If you’ve carried out the first two steps and you’re still not sure about a transaction on your account, call our Customer Services team on 0845 3510462 Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls are charged at the local rate from BT landlines and may be recorded. Other networks and calls from outside the UK may vary.or write to us as soon as possible.
We may send you a 'dispute declaration form' which you'll need to complete and return to us. If it turns out you, or your additional cardholder, did use your card to buy something you disputed, we may charge you £20.00 to cover our costs.
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What does APR mean?
APR is the Annual Percentage Rate. It is an expression of the effective interest rate that the borrower will pay on a loan, taking into account one-time fees and standardising the way the rate is expressed. In other words the APR is the total cost of credit to the consumer, expressed as an annual percentage of the amount of credit granted.
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Can I block my card before I report it lost or stolen?
Yes, you can do so by visiting the Members' Area and selecting "block a card" – this will ‘suspend’ your card but does not order a replacement card. To do that you need to speak to Customer Services
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If I dispute a transaction on my account, when will I receive my money?
We will review the transaction within 10 days, after which we will either make the refund or advise you why we need additional investigation.
What do I do if I still need help?
Can't find the answer to your question? Call Customer Services on 0845 3510462 Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls are charged at the local rate from BT landlines and may be recorded. Other networks and calls from outside the UK may vary.
*Subject to our Terms and Conditions including the applicant providing acceptable identification, being resident in the UK, aged 18 years or older if primary cardholder, or 13 years or older if additional cardholder. The Cashplus prepaid MasterCard is issued by APS Financial Ltd ("AFL") pursuant to license by MasterCard International Incorporated. AFL is authorised and regulated by the Financial Services Authority. (www.fsa.gov.uk/register/) Registered in England no. 06029941. Your card will be serviced by Advanced Payment Solutions Ltd ("APS"). APS operates the card on behalf of AFL. Registered in England no. 04947027. AFL & APS registered address is 6th Floor, One London Wall, London, EC2Y 5EB. Cashplus is a registered trademark of APS. MasterCard is a registered trademark of MasterCard International Incorporated. The Post Office® and Post Office symbol are registered trademarks of Post Office Ltd.
†Creditbuilder is provided by APS. APS's Consumer Credit Licence 0608377.