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Ukash NEO Home
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FAQs
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 What is a Ukash
prepaid MasterCard®?
Ukash NEO is a virtual prepaid MasterCard®. A Ukash NEO virtual prepaid card is
a payment card which can be bought pre-loaded to spend online, over the phone or
by mail-order.
A Ukash prepaid MasterCard® can by spent by the purchaser or gifted to anyone age
13 years or older.
Ukash NEO can be bought only by someone age 18+ with a Ukash voucher.
Ukash NEO is available only at Ukash official sites such as Ukash.com and UkashNEO.com.
Ukash NEO cards are issued by Transact Network Limited pursuant to a license from
MasterCard® International Incorporated.
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How do I get
a Ukash prepaid MasterCard®?
Follow 3 simple steps: Purchase a Ukash Voucher. Logon to Ukash NEO website to purchase
your card . For first time purchasers, provide Ukash with a few basic details. Name,
Address, DOB, email and mobile number. Repeat purchasers should login into Ukash
and confirm their details. Choose whether the card is for you or is a gift. Pick
the amount you want to purchase and pay with your Ukash voucher. If the card is
for you, your card details will arrive by Email and the CVV2 by SMS.
IMPORTANT : Remember to keep your Ukash NEO details secure.
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Who can use Ukash
NEO Prepaid MasterCard® Card?
Ukash NEO Prepaid MasterCard can be bought with the Ukash voucher, by anyone who
is over 18 and has a valid email address and mobile phone number.
Ukash NEO can be gifted to anyone aged 13 years of age or older with a valid email
address and mobile phone number.
IMPORTANT: Your card details and security information will be delivered by email
and SMS to your mobile. Please ensure details are correctly entered to prevent delivery
issues. Once you have received your details please keep them secure.
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Who can purchase
a Ukash Prepaid MasterCard®?
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You must be 18 years of age or older to purchase a Ukash NEO Prepaid MasterCard®.
You must be able to pay with a valid Ukash voucher and provide an email address
and mobile phone number for the delivery of the card details.
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How do I receive
my Ukash NEO Prepaid MasterCard®?
Your Card details will be provided separately. (it is important to remember, no
physical card will be delivered).
Your 16 digit Ukash NEO Prepaid MasterCard® card number will be delivered to the
email address as entered at the time of purchase. Your security details will be
sent visa SMS to the mobile provided.
IMPORTANT: Your card details and security information will be delivered by email
and SMS to your mobile. Please ensure details are correctly entered to prevent delivery
issues. Once you have received your details please keep them secure.
Ukash NEO Prepaid MasterCard’s® sent as gifts will be sent only to email address
and mobile phone number as provided at the time of purchase.
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What do I need
to start shopping with my Ukash NEO prepaid MasterCard®?
Use the 16 digit MasterCard® card number supplied by email along with the security
code (CVV2) and expiry date supplied by SMS and you will be able to purchase at
MasterCard Merchants online, by phone or by Mail Order. A minimum transaction value of £5/€5 or equivalent applies to all purchases made using NEO.
IMPORTANT: Remember that some merchants make seek to verify the address attached
to the Card. Please ensure that all the details entered at time of purchase are
correct.
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How much does
a Ukash NEO prepaid MasterCard® Cost?
Ukash NEO Prepaid MasterCard® cards have a one off purchase price. There are no
additional transaction charges and no monthly charges. You can see the latest prices
here.Click here for prices.
Other fees are listed below.
Fees Table
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Fee
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£
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€
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Issuing Fee
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Included in the Purchase Price
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Included in the Purchase Price
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Purchase Transaction
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0
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0
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Internet Balance Enquiry
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0
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0
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Monthly Maintenance Fee
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0
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0
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Foreign Exchange Charge
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2.75%
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2.75%
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Balance Transfer – pre-expiry
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2.50
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2.50
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Balance Transfer – post-expiry
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10.00
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10.00
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Chargeback Processing Fee
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25.00
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25.00
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Balance Transfer:
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Prior to the expiry of your card you will be sent a reminder that your card is about
to expire. If you have funds remaining on the card you may transfer then available
funds to a Ukash voucher. There is a small transfer fee involved of £2.50 or €2.50.
You may do this transfer at any point prior to expiry. A reminder will be sent shortly
before expiry to your registered email address.
Should your Ukash NEO Prepaid MasterCard® expire with funds available, those funds
in excess of the transfer fee of £10.00 or €10.00 will automatically be issued as
a Ukash Voucher and delivered to your registered email address.
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What is the minimum/maximum
value for the Ukash NEO prepaid MasterCard®?
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The minimum Ukash NEO Prepaid MasterCard® available is £20.00 or €20.00.
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The maximum Ukash NEO Prepaid MasterCard® available is £200.00 or €250.00.
A minimum transaction value of £5/€5 or equivalent applies to all purchases made using NEO.
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What does it
cost to purchase a Ukash NEO prepaid MasterCard®?
Ukash NEO Prepaid MasterCard® cards have a one off purchase price. There are no
additional transaction charges and no monthly charges. You can see the latest prices
click here.
Fees Table
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Fee
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£
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€
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Issuing Fee
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Included in the Purchase Price
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Included in the Purchase Price
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Purchase Transaction
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Included in the Purchase Price
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Included in the Purchase Price
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Internet Balance Enquiry
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Included in the Purchase Price
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Included in the Purchase Price
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Monthly Maintenance Fee
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Included in the Purchase Price
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Included in the Purchase Price
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Foreign Exchange Charge
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2.75%
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2.75%
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Balance Transfer – pre-expiry
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2.50
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2.50
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Balance Transfer – post-expiry
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10.00
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10.00
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Chargeback Processing Fee
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25.00
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25.00
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Balance Transfer:
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Prior to the expiry of your card you will be sent a reminder that your card is about
to expire. If you have funds remaining on the card you may transfer then available
funds to a Ukash voucher. There is a small transfer fee involved of £2.50 or €2.50.
You may do this transfer at any point prior to expiry. A reminder will be sent shortly
before expiry to your registered email address.
Should your Ukash NEO Prepaid MasterCard® expire with funds available, those funds
in excess of the transfer fee of £10.00 or €10.00 will automatically be issued as
a Ukash Voucher and delivered to your registered email address.
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Where can I buy
a Ukash Voucher?
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We've made a selection of convenient places to get Ukash to fit individual needs
click here.
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What if I don’t
use my full Ukash voucher amount to buy a Ukash NEO Prepaid MasterCard®?
If the value of your transaction is less than your Ukash value, you’ll receive a
new Ukash number, value and expiry date. Please print this or keep the email safe.
IMPORTANT: Ukash is like cash – so don’t lose your Ukash.
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What if I get
change from my Card purchase?
If the value of your transaction is less than your Ukash value, you’ll receive a
new Ukash number, value and expiry date. Please print this or keep the email safe.
IMPORTANT: Ukash is like cash – so don’t lose your Ukash.
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How many vouchers
do I need to purchase a Ukash NEO prepaid MasterCard®?
You may purchase your Ukash NEO Prepaid MasterCard® with one voucher. However, you
may combine a number of vouchers into one to give you greater value.
Simply log into Ukash and choose
Tool Kit. Follow the instructions and your new voucher will be emailed to
you.
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Can I get a refund
on my Ukash vouchers?
Yes, if it’s still valid and unused in part or full. Complete the Consumer Refund
Application Form which you may download here. Contact us with you Ukash number, Ukash value,
full name, email address and a contact number. You will need to send two proofs
of identity:
Copy of ID with photo (passport, driving licence, ID Card).
Copy /or original bill with name, surname and address of the customer on it. (gas
bill, mobile bill, bank statement, no older than 3 months).
Copy / or original voucher.
Send to:
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Ukash- Customer Service Dept
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PO BOX 66169
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LONDON
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SE1P 5TN
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United Kingdom
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We can refund the money directly into your bank account if you have one, or send
you a cheque.
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Who is Ukash?
Ukash is a group dedicated to recognising the value of cash in a digital world,
online, by phone or mobile. We are UK-based in the City of London and have been
operating since 2001.
Ukash NEO is offered by Gibraltar-based Pebblestone, which is a wholly-owned subsidiary
of Ukash parent-company Smart Voucher Ltd., which is authorised and regulated by
the Financial Services Authority in the United Kingdom as an electronic money institution.
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Who is Transact
Network Limited?
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Transact Network is a privately held limited company headquartered in Gibraltar.
The Company is licensed and regulated by the Gibraltar Financial Services Commission.
Transact Network is a principal member of MasterCard. A member of the electronic
Money Association and of the Giropay acquiring network.
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My Ukash Voucher
was refused why?
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Check the expiry date and that you’re using the correct 19 digit Ukash Number. Check
whether the voucher is sufficient to cover the cost of your purchase. If these things
are correct and your Ukash voucher is still rejected, then contact us. For contact
details please click here.
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How do I buy
a Ukash NEO prepaid MasterCard® as a Gift?
After confirming or completing your details you will be asked if the card is for
you or if you wish to send it as a gift.
If you wish to send a Ukash NEO Prepaid MasterCard® as a gift you will be required
to complete the following details for the giftee:
Name:
Address: Merchants may wish to use address verification (AVS) so please ensure the
correct details are entered.
Date of Birth: Only those 13+ years of age or older can spend with a Ukash NEO Prepaid
MasterCard®.
The date of birth will be used as a security question upon login.
Email Address: It is important to remember the card is delivered to this address
please ensure you provide a valid address.
Mobile Phone Number: The card security details will be sent via SMS so please ensure
that the details you provide are correct.
Choose the amount you wish to send and pay for the card with a Ukash Voucher. Your
Ukash NEO Prepaid MasterCard® will be immediately dispatched.
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I just received
a Ukash NEO prepaid MasterCard® as a gift, what now?
Congratulations! You can now use online, over the phone or by mail order – anywhere that accepts MasterCard. A minimum transaction value of £5/€5 or equivalent applies to all purchases made using NEO.
You will have received your Ukash 16 digit Ukash NEO Prepaid MasterCard® card number
via email, and your security details via SMS. These details along with your name
and address are all you need to get spending.
Use of a Ukash NEO Prepaid MasterCard® presumes acceptance of the card
Terms and Conditions.
IMPORTANT: Please keep your Ukash NEO details secure.
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When does the
Ukash NEO gift card arrive?
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As soon as you purchase a Ukash NEO Prepaid MasterCard® as a gift the details will
be dispatched to the gift recipient by Email and SMS.
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How is the Ukash
NEO prepaid MasterCard® delivered?
The Ukash NEO Prepaid MasterCard® will be delivered in two parts. Email and SMS.
(it is important to remember, no physical card will be delivered).
The 16 digit Ukash NEO Prepaid MasterCard® card number will be delivered to the
email address for the Giftee at the time of purchase. The security details will
be sent visa SMS to the mobile provided for the Giftee.
IMPORTANT: It is important that the correct details are provided or this might result
in Ukash being unable to deliver the Ukash NEO Prepaid MasterCard®.
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How long can
I spend with a Ukash NEO prepaid MasterCard®?
Ukash NEO Prepaid MasterCard® have a one off purchase price. There are no additional transaction charges and no monthly charges. You can see the latest prices here. Click here for prices. A minimum transaction value of £5/€5 or equivalent applies to all purchases made using NEO.
Other fees are listed below.
Fees Table
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Fee
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£
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€
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Issuing Fee
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Included in the Purchase Price
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Included in the Purchase Price
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Purchase Transaction
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0
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0
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Internet Balance Enquiry
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0
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0
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Monthly Maintenance Fee
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0
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0
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Foreign Exchange Charge
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2.75%
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2.75%
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Balance Transfer – pre-expiry
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2.50
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2.50
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Balance Transfer – post-expiry
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10.00
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10.00
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Chargeback Processing Fee
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25.00
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25.00
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Balance Transfer:
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Prior to the expiry of your card you will be sent a reminder that your card is about
to expire. If you have funds remaining on the card you may transfer then available
funds to a Ukash voucher. There is a small transfer fee involved of £2.50 or €2.50.
You may do this transfer at any point prior to expiry. A reminder will be sent shortly
before expiry to your registered email address.
Should your Ukash NEO Prepaid MasterCard® expire with funds available, those funds
in excess of the transfer fee of £10.00 or €10.00 will automatically be issued as
a Ukash Voucher and delivered to your registered email address.
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Can I top up
my Ukash NEO prepaid MasterCard®?
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Ukash NEO Prepaid MasterCard® is a non-reloadable card. All Ukash NEO cards purchased
are for a fixed amount and cannot be added to.
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I haven’t received
my Ukash NEO prepaid MasterCard® number, why?
Check:
Did you enter the correct valid email address?
Have you checked you junk/spam folder?
Please contact Ukash NEO Customer Services.
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I haven’t received
Ukash NEO security details, why?
Check:
Did you supply a correct mobile number when the card was purchased (you can check
this in your confirmation
email)?
The SMS can take some time to reach the inbox, dependent on the service provider.
After you have allowed sufficient time for the details to be delivered to your message
box, please contact Ukash NEO Card Customer
Services.
IMPORTANT: Never use any more than the last four digits of your Ukash NEO Prepaid
MasterCard® number in any email communications with Customer Services.
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Where can I find
my Ukash NEO prepaid MasterCard® number?
The Ukash NEO Prepaid MasterCard® number can be found directly below the picture
of the card received after receipt of the Electronic Greeting.
IMPORTANT: Please keep a record of your Ukash NEO Prepaid MasterCard® number.
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How do I check
my Ukash NEO prepaid MasterCard® balance?
Choose the Manage your Card tab and choose to check your balance or click here.
You will be asked to enter your card number and the date of birth of the card holder
as a password.
You can now check your balance and transaction history.
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My balance is
running low, can I top-up?
Your Ukash NEO prepaid MasterCard® is non-reloadable.
You may transfer your remaining balance to a Ukash Voucher enter your card details and transfer the balance
to a Ukash Voucher. Ukash Vouchers can be combined to provide a greater value to
buy another Ukash NEO Prepaid MasterCard®.
There is a small transfer fee of £2.50 or €2.50. You may do this transfer at any
point prior to expiry. A reminder will be sent shortly before expiry to your
registered email address.
Your balance - minus the fee - will be returned to you as a Ukash Voucher at your
registered email address.
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How do I view
transactions I have made with my Ukash NEO prepaid MasterCard®?
Choose the Manage your Card tab and choose to check your transaction history or
click here.
You will be asked to Enter your card number and the date of birth of the card holder
as a password.
You can now check your balance and transaction history.
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Can I receive
a refund on my remaining balance?
Transferring your remaining balance to a Ukash Voucher is simple click here.
There will be a small transfer fee of £2.50 to €2.50. Your balance minus the fee
will be returned to you as a Ukash Voucher at your registered email address. You
may do this transfer at any point prior to expiry. A reminder will be sent shortly
before expiry to your registered email address.
Your Ukash Voucher can then be refunded if it’s still valid and unused in part or
full. Complete the Consumer Refund Application Form which you may download here . Contact us with you Ukash number, Ukash
value, full name, email address and a contact number. You will need to send two
proofs of identity:
Copy of ID with photo (passport, driving licence, ID Card).
Copy /or original bill with name, surname and address of the customer on it. (gas
bill, mobile bill, bank statement, no older than 3 months).
Copy / or original voucher .
Send to:
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Ukash- Customer Service Dept
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PO BOX 66169
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LONDON
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SE1P 5TN
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United Kingdom
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We can refund the money directly into your bank account if you have one, or send
you a cheque.
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What happens
if my card has expired?
Your card expires at the end of the third full calendar month from purchase.
Shortly before expiry you will receive a reminder email – this email will prompt
you to redeem any remaining funds to a Ukash Voucher for later use.
If you card expires with funds still available any funds exceeding £10.00 or €10.00
will automatically revert to a Ukash Voucher which will be delivered to the registered
cardholder email address.
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My Ukash NEO
prepaid MasterCard® was declined why?
Check:
Have you enough money left on you card. To check your balance click here.
A minimum transaction value of £5/€5 or equivalent applies to all purchases made using NEO.
Have your entered the correct card number and security details?
Does the location you are trying to spend at accept MasterCard® payment cards.
Internet shopping – when you register or get to the checkout stage on some sites
they will send us a request for payment authorisation to check if you have enough
balance available. This will temporarily affect your balance. Many websites won’t
settle or take the money until your goods are dispatched. Please remember this when
checking your balance, if your balance looks less than you would expect.
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Can I spend at
sites that use a currency other than the currency of my card?
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You have spend in any currency, the FX rate is calculated on the MasterCard® rate
set at that time plus a foreign exchange fee of 2.75% as set out in our Terms and
Conditions. Click here to view Terms and Conditions.
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What is a security
number (CVV2)?
The CVV2 number is normally printed on the back of a physical card. This will be
supplied to the Ukash NEO Prepaid MasterCard® holder as part of the security details
provided by SMS message.
It is used as part of the security procedures for all card not present transactions.
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What if someone
else has my card details?
If you believe your card details have been stolen you must report it immediately
this can be done by logging in. Click here. or by calling 0080043279289.
This will protect the balance on your card.
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How do I change
my password on the Ukash website?
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Changing your password is easy. Log in to your account at Ukash.com and got the
Update
My Profile are of the site. On the basic info tab, there will be a link
to the change your password page and follow the instructions there.
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What do I do
if I forget my Ukash password?
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On the Ukash.com login page, click on the forgotten password link and follow the
instruction to change your Ukash password.
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I am a Ukash
NEO purchaser and wish to change the email address that my
Ukash NEO Cards are delivered to.
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In order to change your email for your Ukash NEO prepaid MasterCard®, simply go
to Ukash NEO prepaid MasterCard® website and the Manage Your Card page or click
here and choose
edit your details.
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I am a Ukash
NEO purchaser and wish to change the mobile number my
security details are delivered to.
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In order to change your mobile phone for your Ukash NEO prepaid MasterCard®, simply
go to Ukash NEO prepaid MasterCard® website and the Manage Your Card page or click
here and choose
edit your details.
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How do I get
a physical plastic card?
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You may at anytime request a physical plastic card. Requests should be made in writing
to Transact Network Limit of Victoria House, Suite 11, 26 Main Street, Gibraltar,
along with full personal details, including a copy of your passport and a utility
bill for your home address. A fee of £25.00/€25.00 for the card and £25.00/€25.00
for delivery will be charged. Verification checks will be undertaken and you will
receive a reloadable physical card- Easybuy Prepaid MasterCard®.
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| Card Value Range | Cost To Purchase |
20.00-20.00
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2.95
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20.01-50.00
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3.95
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50.01-100.00
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5.95
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100.01-150.00
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8.95
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150.01-200.00
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9.95
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| Card Value Range | Cost To Purchase |
20.00-20.00
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2.95
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20.01-50.00
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4.95
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50.01-100.00
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7.95
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100.01-150.00
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8.95
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150.01-200.00
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9.95
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200.01-250.00
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12.95
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Up to Max: 200.00
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Up to Max: 250.00
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