Frequently Asked Questions

Do you do any other currencies than EURO?

We are planning to introduce a US Dollar based card at a later date, so watch this space. If you need a GBP based card, then we offer our BreadFX Prepaid Mastercard® in Sterling.

Is my BreadFX Prepaid Mastercard® like a normal bank debit card or credit card?

No, your BreadFX card is not a credit card or charge card, it's a prepaid card that carries a variable amount of money based on the amount loaded onto the account when the card is purchased or at a subsequent time after purchase. Each time you use the card to buy something or withdraw cash at an ATM, the purchase amount is deducted from the available balance.

How secure are my funds?

As a responsible e-money issuer, Wirecard Card Solutions Ltd ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Prepaid Card. In the event that Wirecard Card Solutions Ltd becomes insolvent funds that you have loaded which have arrived with and been deposited by Wirecard Card Solutions Ltd are protected against the claims made by creditors.

When do I get my card?

Unless we notify you otherwise, we will issue your BreadFX Card within 10 working days of receiving your order. If this is not soon enough we can make special arrangements to courier the card to you once it is created. There is a charge for this service - please call us to arrange this and we will advise.

What do I need to do when I receive my card?

You must sign your BreadFX Card as soon as it is received. You must then activate it before you can access your account or any further funds can be loaded. You can activate your card by following the instructions on the card when you receive it. You also need to get your PIN from our automated telephone service on 0845 643 5132 (available 24/7, calls are free from BT landlines). We do not send a PIN in an envelope.

Can I add further funds to my BreadFX Card?

Yes, you can top up your BreadFX Card 24 hours a day using your UK debit card or (once you have registered online for this service) by sending us an SMS. For full instructions, please log into your account. Once funds are received by us, your card will normally be credited within minutes. If you are saving for your holiday, you can also send us a standing order from your bank account whenever you have spare funds.

When do I get my PIN?

We do not send you a PIN. You can get your PIN at any time by calling 0845 643 5132 and entering your card number and security code when prompted.

Do I receive a paper statement?

No. However, you can view your current balance and transactions online free of charge here.

Where can the BreadFX Card be used?

You can use your BreadFX Card wherever you see the Mastercard Acceptance Mark, including shops, restaurants, online or on the telephone. With your PIN you can also use your card to buy in stores with Chip and PIN terminals and get cash from an ATM. Before using your BreadFX card you need to make sure there are enough funds loaded on it. You will not be able to use your card after its expiry date.

What do I need to do if any of my personal details change?

You must let us know as soon as possible by logging in and using the 'Your Details' facility on the website if you change name, address, phone number or e-mail address. If we contact you in relation to your BreadFX card, for example, to notify you of an important event, we will use the most recent contact details you have provided to us. Any email to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.

How do I cancel my BreadFX Card?

You have a legal right to cancel your BreadFX Prepaid Mastercard up to 14 days after you receive it. Under these terms and conditions, you also have the right to cancel your card at any time after this 14 day period. If your card is cancelled, we will immediately block your card so it cannot be used.

You will not be entitled to a refund of money you have already spent on transactions authorised or pending or any fees for use of the card before the card is cancelled or expires. You can cancel your card by sending an email to us using the "contact us" function on the Website and confirming that you have destroyed your card by cutting it up.

If you cancel your card, we will arrange for any unused funds on your cancelled card to be returned to you (by sending a cheque to your last notified home address), once all transactions and fees have been deducted, including the redemption fee, unless you have arranged to transfer any unused funds to another card managed by us.

We may also cancel your card immediately if we suspect fraud or misuse of the card or we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can after we have taken these steps. If we cancel your card, you must tell us what you want us to do with any unused funds within three months of the date we tell you your card is cancelled.

What happens when my BreadFX Prepaid Card expires?

Your card will be valid for 36 months. When it expires, you will no longer be able to use your card and we will arrange for the balance of funds to be moved to a new card, after deducting any outstanding transactions and fees. However, we will not issue a new card if you tell us in writing at least 28 days before the date your card expires that you want a refund instead.

What happens if my card is lost or stolen?

You should treat your BreadFX card like cash in a wallet. Your card is protected by chip and PIN, but it is your responsibility to keep your card safe. When you receive your PIN you should memorise it and destroy the notification. You must keep your PIN secret at all times.

We recommend that you check the balance on your BreadFX Card regularly online on the website. You can see your card balance and most recent statement of transactions online at any time by selecting the "balance" button on the website and completing the security details.

You must tell us without undue delay by calling us on our 24 hour lost and stolen card helpline 0845 643 5132 if you know or suspect that a Prepaid Card is lost or stolen or that the PIN or password is known to an unauthorised person or if you think a transaction has been incorrectly executed. If your card is lost or stolen and you require a replacement, there is a fee of €7.50

We will refund any incorrectly executed transaction immediately unless we have any reason to believe that the incident has been caused by a breach of this agreement, gross negligence or we have reasonable grounds to suspect fraudulent activity.

However, if the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your Prepaid Card or PIN secure), you may be liable for any loss we suffer because of the use of the Prepaid Card and we will charge you an administration fee of €10.00.

Can I have the balance on my account refunded to me?

Provided that any unused funds loaded on your Prepaid Card are not invalid and you have at least €2.00 loaded on your Prepaid Card to cover the redemption fee (see "The fees" section for details), we will return the unused value to you. You can make a refund request by sending us an e-mail using the "contact us" facility on the Website, confirming that you have destroyed your Prepaid Card by cutting it up. When we process a refund, we will deduct a redemption fee of €2.00 before doing so.