Frequently Asked Questions

GENERAL

What is the Lycamoney Card?

The Lycamoney Card is a Chip & PIN prepaid MasterCard® The Lycamoney Prepaid Card is a payment card that works a bit like a pay as you go mobile phone. No interest charges on the card. You can only spend what you have loaded on the card. Once the money loaded onto the card has been spent, you can't spend any more until you've topped it up. The Lycamoney Card is available via our website.

What fees will I pay?

Please see the tariff summary here

How much does the Lycamoney Card cost?

The card purchase Fee is £4.99 but after you have activated and made your first load we will give you £5.00 Lycamobile credit. Please see pricing in the Tariff Summary here. Other card usage fees apply and these are clearly detailed in the Fees Summary section of the card terms and conditions.

Is there an age restriction on buying or upgrading the Lycamoney Card?

You must be 18 years or older to buy a prepaid card. You can buy a companion card as a gift for someone else, however they do need to be aged 13 years or older. So you could buy one for your teenager and give it as an alternative to pocket money. When buying a card for a young teenager, we recommend it is used with parental guidance.

Do I need a bank account to get a Lycamoney Card?

No. You don't need a bank account to get our Lycamoney Prepaid MasterCard.

Can I get a Lycamoney Card even if I have been made bankrupt or have any County Court Judgments?

Yes. Credit checks are not required for a Lycamoney Card.

How do I retrieve my PIN?

To retrieve your PIN please call customer services on 020 7132 1100 and select option 9. You will then be transferred to a secure service and some validation information will be requested before your PIN is read out to you. We recommend that you change your PIN to something memorable. Please remember never to disclose your PIN to anyone, including us.

USING YOUR LYCAMONEY CARD

How to use Lyca Mobile Money Transfer?

The "Lyca Mobile Money Transfer" product works by allowing you to send money from your Lycamoney Card account to someone's mobile in selected countries.

The person receiving the transfer needs to have an account with one of the associated partners in that country. Please ensure they have one of these before trying to send funds as it will not be completed without this.

The operators and associated networks we are currently working with are:

  1. MTN Mobile Money in Ghana
  2. Globe Cash and Smart Money in the Philippines
  3. Maroc Telecom in Morocco

You will need your Lycamoney Silver Card to use this service. If you do not have a Silver Lycamoney Prepaid MasterCard click here to apply now.

To use, please log into your secure My Account area and follow the instructions for "Lycamoney Mobile Money Transfer".

Can I get my Balance at an ATM?

No, as the Lycamoney Cards are not linked directly to your bank account you cannot view your balance at an ATM. To get your balance you should visit the "My Account" area or call cardholder services on 020 7132 1100, there is an automatic response service where you can hear your balance.

Where can I use My Lycamoney Card?

Lycamoney cards are accepted at over 30 million locations worldwide. The Silver card is accepted at more than 1.5 million ATMs which display the MasterCard® Acceptance Mark.

Can I use my Lycamoney Card online?

Yes, once you have activated and provided your name and address details you will be able to buy online, you should use the name and address you provided when you registered as the card name and billing address to ensure that the goods are delivered to you.

How and where can I buy a Lycamoney Card?

Telephone: Call 0207 132 1100 or dial 304 from your Lycamobile.

Online: Click here to purchase a card pack using a debit/credit card. You will need to give your payment and contact details, and the address must match the billing address on your debit or credit card. Once you have ordered your card, you will receive it within 7 – 10 working days.

Should I get a receipt when purchasing or topping-up my Lycamoney Card?

Yes. The retailer should always give you a receipt when you buy or reload your card. If you are buying a Lycamoney Card over the internet, make sure you print out and keep a copy of the receipt page.

Do I need to register my details with you to activate or use my Lycamoney Card?

Yes, for the Green Lycamoney Card you will need to provide some information for registration before you can use the card, once these details are provided you will also need to activate it. For the Silver Lycamoney Card you will need to activate your card, you can do this by logging into your "My Account" area and follow the prompts, or you can activate via our customer support line, you can find our contact details here.

Do I need to provide Identification to activate or use my card?

On the Green Lycamoney Card no, the beauty of the Instant Issue Lycamoney Card is that you do not need to supply any form of Identification or documentation at the time of purchase or activation. But your card will need to registered to you and activated before you can use your card.

  1. Maximum total amount that can be loaded within a 12 month period is £1,650 .
  2. The card limit will be automatically restarted 12 months from the date of activation and the £1,650 will then apply for another 12 months or until the card expires, whichever comes first.

Once you have upgraded to the Silver Lycamoney fully personalised card, this will allow you to hold up to £5,000 on your card at any one time, to load up to £3,000 per day and withdraw up to £250 per transaction twice per day from an ATM. You will also be eligible to apply for the companion card(s), In some cases; we may require you to send us more documentation as part of your application to enable us to grant you these limits.

How can I check my balance and transaction history?

We give you the Lycamoney to help control your money in real time, 24 hours a day, 365 days a year. You can manage your card from your very own secure My Account management area on the website via our IVR (automated telephone system) or by using simple text commands from your mobile telephone. click here

Is there a limit to the number of Lycamoney Cards that I can purchase or upgrade?

Generally, we recommend one Lycamoney Card per user, although you can order up to three additional cards on the same account. Requests for more than one Lycamoney Card in the same name may be issued at our sole discretion.

Will I earn interest on my Lycamoney Prepaid Card?

You will not earn any interest on any funds loaded on your Lycamoney Prepaid MasterCard.

What is a security number (CVV2)?

The CVV2 number is the last 3 digits on the back of your card. The CVV number may be required purchase goods online or over the phone.

Can the card be used with PayPal?

Yes, you will need to load and activate the card before you will be able to link it up to a PayPal account. Paypal will normally carry out a test transaction to ensure that the card is real when you first register this so you will need to have some money on it when you register it with PayPal. Please note that if you do not have the money to pay for items on your account we will decline this transaction which may affect your PayPal account status, so please ensure your available balance before making this transaction.

Can cheques be used to top-up the card?

No we do not accept cheques into the Lycamoney Card. Cheques should be paid into a bank account and Lycamoney is not a bank.

Can the card be used for direct debits?

Direct debits are paid from bank accounts. Because the Lycamoney Card is a prepaid card, not a bank account, it is not possible to pay using direct debit from your card.

I don't have a mobile number or email address, what shall I do?

Please contact our customer support line, you can find our contact details here.

I have had an error while trying to process my payment, what shall I do?

Please contact our customer support line, you can find our contact details here.

When using the ATM to withdraw money I am asked to select an account type what should I choose?

Because the Lycamoney Card is a MasterCard you should select the "credit" option.

Is there a minimum withdrawal amount at the ATM?

Yes, the minimum withdrawal amount in the UK is for £10.00. Outside the UK the minimum withdrawal is for approximately the foreign currency equivalent of £10.

HOW DO I TOP-UP MY CARD

Where can I load my Lycamoney Card?

You can load your Lycamoney Card with cash at:

Payzone and epay outlets nationwide: £1.50 per load up to £300 (maximum) per load and a maximum of two loads per day.

Post Office: £1.50 per load up to £500 (maximum) per load and a maximum of two loads per day.

Click here to find your nearest load location.

Silver Card customers can also load via Bank Transfer. Log into your secure "My Account" section for more details.

Can I use my Lycamoney Card straight away?

After you have registered, activated your card and loaded funds, you will be able to use your card to shop online and over the telephone. If you have purchased a Green Lycamoney Card your PIN is in the tamper proof pack , however if you have requested a Silver Lycamoney Card you will have to retrieved your PIN (See how do I get my PIN) you will then be able to shop in-store and withdraw cash from an ATM.

I have just topped up my Lycamoney Card. How long does it take for you to load the money to my card?

The time for funds to arrive on your card will depend on the load method used, the following are guidelines that you should consider when loading your card.

Payzone and epay: Loads typically appear within a minute of the transaction however it may take up to two hours. The cost for this load mechanism is £1.50 per load up to £300 (maximum) per load and a maximum of two loads per day.

Post Office: Post office loads are applied the next UK working day of the load transaction but can take up to two days depending on the connection access of the Post Office branch you use. The fee for this load mechanism is £1.50 per load up to £500 (maximum) per load and a maximum of two loads per day.

Bank Transfer: Loads via bank transfer to your card (Silver Lycamoney Card only) will usually appear after 2 working days (UK) following the transaction. This time can vary depending on the speed of your bank sending the payments. This load mechanism is a fee free mechanism.

What are the smallest and largest amounts I can load onto my Lycamoney Card?

You can load as little as £10 and up to £500 at the various retail load partner locations. Once upgraded to the Silver Lycamoney Card you may also load your card via bank or have your wages/ benefits paid directly onto your card. The amounts you can load using bank transfer will depend on the current balance, please check your balance before sending a bank transfer load to ensure you this will not exceed the £5,000 maximum balance rule for Silver Lycamoney Cards. To get your balance via SMS (from your registered Lycamobile) please send Bal and the last four digits of your card to 1212. For example Bal 6789 (if your card ended in 6789)

KEEPING YOUR CARD SAFE

How will I get my PIN?

If you purchased your card from one of our retail partners then your PIN is contained within the sealed tamper proof pack if you purchased your card online you can retrieve your PIN via our IVR (automated telephone system). Full instructions will be given at the time of activation.

Call the IVR and follow the menus to retrieve your PIN. You will be required to enter your full card number followed by the some security questions to confirm your identity. Then you can select the option to listen to your PIN.

I have entered the incorrect email address, how do I change this?

Please email us or contact our customer support line, you can find our contact details here. We will modify your contact details.

How do I reset my username or password?

Your username and password were set by you at the time of registration or application and the username was sent to your email address.

If you have forgotten your password then you can request a new one. To get a new password you should go to the "My Account" area on our website. At the bottom of the page you will see an option to request a new password.

Click there and enter your username and follow the instructions our system will email you a new temporary password.

We cannot rest your username but if you have forgotten your username then please email us or contact our customer support line, you can find our contact details here.

Can I change my PIN?

Yes, It makes good sense to change the PIN from the one you are initially issued with to one that is easy to remember. This is easily done at most cash machines in the UK or abroad. All you do is insert your Lycamoney Card and enter the PIN you were issued with. If the PIN change option is on offer at the cash machine you are using, the instructions will pop-up on the screen.

What address should I give when I purchase goods online or by mail order/phone?

You need to use the registered address you gave at the time of activation. Remember you can always update your details by visiting the Members area.

I'm not happy with the service. How do I make a complaint?

We hope that you never have to complain about our products or services, however we accept that on some occasion's things can go wrong. Where we're at fault, we want to put things right as quickly as possible, and will apologies to you. If you are unhappy with our products or services for any reason, you should tell us so that we can investigate your concerns. You can tell us: by telephone on 020 7132 1100 or email at CS@lycamoney.co.uk ; or by writing to Customer Services at Lycamoney Ltd, Walbrook Building, 195 Marsh Wall, London, E14 9SG.

In most cases, we hope to resolve any problems within 24 hours. In some cases, we understand that it's not possible to resolve a problem in that timeframe, and in those cases we will write to you within 5 days of receiving your complaint to acknowledge your concerns, and will provide you with details of our complaints procedure. If you remain unhappy after your complaint has progressed through our complaints procedure, you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent and impartial service that looks to settle individual disputes between businesses providing financial services and their customers – this is free for customers. You can contact the Financial Ombudsman Service by telephoning 0845 080 1800.

What should I do if I lose my card or if it is stolen?

You should call the Lost and Stolen Helpline as soon as possible so we can take the appropriate steps to block your card. You can contact the Lost and Stolen help line in the UK on 020 7132 1101 24 hours a day; from abroad call +44 20 7132 1101

UPGRADING YOUR CARD

Can I have a card with my name on it?

Yes, you will need to apply for the Fully Personalised Lycamoney Card, and supply the correct ID documentation.

What forms of ID are acceptable to upgrade my Lycamoney Card or buy a Fully Personalised Lycamoney Card?

The following documents are acceptable*:

  1. UK or International Passport
  2. Full UK Photo Driving Licence
  3. Proof of address document (bank statement, utility bill etc)

*all the above documents must be within the validity date and not have expired. Please click here for the complete list of documents that are accepted.

If you do not have any of the above documents, do not worry, we may still be able to upgrade your card. Please call customer services for further assistance.

COMPANION CARDS

How do I apply for a Companion Card?

It's easy. You can request additional cards by logging onto the My Account area of the website. Card costs are displayed on the tariff summary page. See terms and conditions for full details.

Can I have more than 1 Companion Card?

Yes, you can have up to three Companion Cards.

Can I control where my child/Companion Card holder is able to spend the funds?

No. It is just like giving them cash – once you give it to them they can do what they like with it. You can, however, view their statement online, 24/7.

How will I know if my child/Companion Card holder is running low?

Please access the My Account area of the website to view their card status. You have the transaction alerts sent to your mobile phone, so you will always know where they are spending and what their available balance is.

PROMOTIONS

How can I get my free £5 Lycamobile Credit?

When you register for a Lycamoney card, you will need to provide us with your Lycamobile number as your primary contact number.

Once you have made the first load on your Lycamoney card, you will receive the £5 Credit on your Lycamobile.

If you haven't registered your Lycamobile, call us on 0207 132 1100 or 304 free from your Lycamobile.

How can I get my free 10% extra Lycamobile creditevery time I top-up my Lycamobile using my Lycamoney Card?

To get your 10% extra Lycamobile Credit you need to top-up via the instant SMS service using your Lycamoney Card.It is very simple, all you need to do is:

  1. Text "Topup" and the last 4 digits of Lycamoney card with the amount you want to top-up to 1212.
  2. For Example:- Amount to top-up £10last four digits of your Lycamoney card – 4568. Text:-Topup 4568 10 to 1212 If you are having any problems with this service please call us on 0207 132 1100 or 304 free from your Lycamobile