FAQ
How much does it cost? 
Contacting us about your Sterling prepaid MasterCard®
This website should tell you all you need to know to help you make the most of your Sterling Card. You should find answers to all your questions here however, if you haven’t yet found the information you need try the following options:
For more information about Sterling Card:
Visit our frequently asked questions pages and other areas of this website.
Visit the Members Area to:
- Activate your card
- Check your account balance
- Check your last transactions and payment information
- Change your security code
- Edit your personal details
- Change your account password
- Add an additional card to your account for a family member or friend, and give them access to the Members Area if you wish.
Contact us by Phone
- Web Enquiries: 0905 688 0090
Call Web Enquiries to receive assistance in navigating around the website, or to obtain more information about the Sterling prepaid MasterCard. Please note before calling – all of this information is available from the website or the Members Area, if you are a current customer, for free.
Web enquires are available Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls will be charged at 90p per minute or part thereof, including VAT, from BT landlines. Calls from other networks or from outside the UK may cost more.
- Customer Services: 0871 277 5590 **
You can use our automated service to:
- Report your card as Lost or Stolen
- Activate your card
- Check your account balance
- Check your last transactions and payment information
- Check when a payment has been made into your account
- Hear more information about our services, including:
- Getting and using your card
- Topping up and different payment plans
- How to use your card for getting money to friends and family
- Change your pricing plan.
- Get further help with specific account queries by speaking to one of the Sterling Card Customer Services team.
Call us Monday to Friday 8am to 6pm, Saturday 10am to 4pm. Calls will be charged at 10p per minute from BT landlines. Calls from other networks or from outside the UK may cost more. Lost and Stolen calls will be taken 24 hours a day, 7 days a week.
By Text
To have your latest card information sent to your mobile phone just text the following requests to 07797 800 601. Each text costs your usual network tariff plus 25p which will be charged to your mobile phone.
BALANCE – to get your balance details
LASTTRANS – to get up to your latest 5 transactions
STATUS – to check up on the status of your application if you apply online.
Please note that if you have more than one card account with the same mobile phone number, you will have to contact our Customer Services team.
By Post
Write to: Customer Services: PO Box 466, Salford, M50 2XU
For any media enquiries:
Please email us at info@sterlingcard.co.uk. This email address is strictly for media enquiries. If you have any queries regarding your Sterling Card, please call us on 0871 277 5590.
What if due to disability I have difficulty in contacting you?
If, due to disability you have difficulty in communicating with us or using our services then in the first instance please email us at accessibility@membersaccounts.com or telephone us on 0871 277 5590 ** to explain the problem you have and we will do our best to assist you.
Who do I contact if my personal details change?
Please visit our Member’s Area to update your account records. Alternatively, please contact Customer Services on 0871 277 5590 ** and they will amend your account records.
What are your Customer Services opening times?
Customer Services are open Monday to Friday, 8.00am to 6.00pm and Saturday 10.00am to 4.00pm. Lost and Stolen calls will be taken 24 hours a day, 7 days a week.
I'm not happy with the service. How do I make a complaint?
If you are unhappy with the way your account is being run, or you believe that a transaction has been incorrectly posted to your account, you should contact Customer Services on 0871 277 5590 ** so that we can investigate the circumstances as soon as possible. You can also contact us by writing to Customer Services at PO Box 52768, London, EC3P 3WR.
If we are unable to resolve any complaint through our internal complaints procedure, you may contact the Financial Ombudsman at: South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800.
Email: enquiries@financial-ombudsman.org.uk
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The Sterling 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. 6029941. Your card will be serviced by Advanced Payment Solutions Ltd (APS) which is a registered agent of AFL for this purpose. Registered in England no. 04947027. MasterCard is a registered trademark of MasterCard International Incorporated. The Post Office® and Post Office symbol are registered trademarks of the Post Office Ltd.
*Subject to our terms and conditions, including applicant providing acceptable identification, being a resident in the UK, aged 18 years or older if the primary cardholder or 13 years or older if an additional cardholder.
**Telephone calls may be recorded. Calls will be charged at 10p per minute from BT landlines. Other operator's charges may apply. See terms and conditions.