FAQ

Yes, you may be unable to use your Sterling Card if a merchant cannot obtain authorisation for the spend you wish to make. Sterling may also not be accepted for the hire of a car due to

1. the extended time period that can occur between when a transaction is authorised and when funds are deducted from your account, and
2. the difference that can occur between the amount authorised and the amount subsequently claimed.

From time to time we may impose controls on the use of your Sterling pre-paid MasterCard® in specific market sectors. The car hire facility is automatically restricted upon applying. If you wish to have the restriction lifted and the car hire facility switched on, please contact Customer Services so that a review of your account can be performed.

The billing address should be the address given by the primary cardholder when they purchased the card. Remember you can update your details by visiting the Members' area.

Your pre-paid card is like a debit or credit card when it comes to purchasing goods and services. When you want to buy something, we are asked if you have enough funds in your account to cover the purchase price of what you want to buy.

This means when your card is put in the Chip and PIN terminal, it will connect to us online. We will then say that you have enough money in your account to pay for what you want to buy and hold the funds until the purchase is fully processed. Nobody will be able to see your account balance.

Like debit and credit cards, a transaction is pending when a merchant or retailer requests confirmation that you have funds available for the transaction. We have confirmed that you had the funds available and we are holding them for the merchant or retailer to process the transaction. We hold them up to 7 days for the merchant to confirm the transaction.

If the transaction is not confirmed by the merchant within this timeframe the funds will be released back to your available account balance. It will appear as "pending" when you view your statements online, or will have a "P" next to it if you request a text of your last five transactions. If you would like to cancel a pending transaction or have any questions about the transaction please contact the merchant directly as they will have to cancel it.

Your transaction may be declined if the merchant is unable to go online to verify that you have sufficient funds in your account to cover the value of your transaction.

No, in line with the Data Protection Act 1998 we will not discuss details about your account with anyone other than you unless we have your express permission. If you wish to allow additional cardholders to discuss your account directly with us please send a letter permitting us to do so to Customer Services at PO Box 466, Salford, M50 2XU

If your account is still open and in good standing, we will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please contact our Customer Services team on 0871 277 5590** to request a replacement. You will not lose any funds in your account if you do not receive a replacement card before your card expires. Please see the terms and conditions for more information.

**Calls made to 0871 numbers are charged at 10pence per minute from a BT landline. Calls from other networks may vary.

The process of closing your account may take up to 30 days so you may prefer to withdraw funds by ATM* or by making purchases at a MasterCard® outlet. Once your account balance is zero or as low as possible, simply send a letter and your card cut in half to:

Customer Services
PO Box 466
Salford
M50 2XU

Alternatively, if you have been identified and verified, just post your Sterling Card to customer services. Once all transactions have been deducted (please allow 7 days for this) along with any fees that are due, the remaining money will be returned to you, minus a cancellation fee of £10 (where applicable).

*ATM/bank cash withdrawals, additional card facilities, top-ups by way of standing order or wages payment are not available unless you have been fully identified and your card has been upgraded.