FAQ

You may apply for a Sterling pre-paid MasterCard® online. To apply online simply Sign Up Now.

You will be required to upgrade if we were unable to fully verify the details you provided us in your application. Only when you have upgraded can you have full access to all of the facilities of your card.

If you received a leaflet with your card entitled "Important Information" it is likely you need to upgrade. If you are unsure:

• Please follow the guidance in the leaflet that comes with your card.
• Visit the Members' Area and if you are required to upgrade you will see an 'Upgrade Card' button on the left side.

We will require proof of your identity and address. We will seek to obtain these either electronically or by you providing us with at least two satisfactory forms of documentation. Please see our website or contact us for more details. To find out exactly what you need to send (whether we require both proof of identification and proof of address or just one) please register to the Members' Area and select the button 'Upgrade Card'. Please see all the accepted forms of documentation below.

Accepted forms of documentation:
Please remember to visit the Members' Area to confirm whether you need to send us both proof of identification and proof of address or just one.

Proof of identification: Send just ONE of the following:

• Certified copy of passport
• Certified copy of Full or Provisional UK Drivers Licence (both Card and Paper parts)
• Certified copy of EU Drivers License
• Certified copy of EEA Member State ID Card
• Benefits Agency correspondence (i.e. pension book, disability benefit, income support, tax credits, job seekers allowance)
• Inland Revenue correspondence (i.e. confirmation of tax code, NI number)

Please note, both Benefits Agency and Inland Revenue correspondence must show your name and address and must be an original document not photocopied.

Proof of address: And/or send ONE of the following:

• Utility bill or statement (i.e. gas, electricity, water or phone - we do not accept mobile phone bills.)
• Council Rent Card or Mortgage statement
• Tenancy Agreement from Council or Housing Association
• Home Insurance Certificate
• Bank or building society statement or letter
• Credit Card/Store Card statement
• Council Tax Bill

(We require an ORIGINAL document, not photocopied)

Please note all bills and statements must have been sent to you in the post and must show your name, address and, if applicable account number. We cannot accept print-outs from the internet.

This is a photocopy of your document with the words 'confirmed a true copy of the original' added, which has then been signed, stamped and addressed, with a contact telephone number of a qualified person.

Post Offices, Banks or Building Societies, a Teacher, a Police Officer, an Accountant or a Solicitor are all qualified to certify your document. Please note we cannot guarantee that all of the above will certify your document, so we recommend that you contact the relevant branch/person you wish to use prior to going there to avoid disappointment. If you have any difficulties getting your document certified, please feel free to contact us and we will be happy to help.

Send your document(s) to FREEPOST CASHPLUS (this is the full address) and quote your Application Reference Number. Please note that unless a 'certified copy' is specified we need ORIGINAL forms of verification, either dated within the last three months or still current if an annual item.

Please remember to check how many documents you are required to send by registering to the Members' Area. All documents will be returned shortly after we have received and recorded them.

You are not under any obligation to upgrade your account, however we would hate for you to miss out on all the other great benefits your card has to offer, as there is no charge to upgrade. If you do not upgrade you will only be allowed to shop online and in-store and you will be restricted to a maximum turnover of £1,500 per year.

However if you do upgrade you will benefit from:

• Withdrawing cash at ATMs
• Adding additional cardholders
• Sharing money
• Setting up direct payments

You will normally receive your personalised Sterling Card within 7 to 10 days after we receive payment for your card. If you applied online and didn't pay by debit card, before your card arrives we will send you a letter containing a bar code. You will need to take this to any Post Office® branch in the UK where you can pay your fees by cash. Once you have paid your fees, you should get your card within 7 to 10 days.

Following your application, and if you chose to pay at a UK Post Office® branch, we will send you a letter containing a unique bar code. We use this bar code to identify your application so that you can pay for your card. Once this initial payment has been received, you are on your way to getting your Sterling pre-paid MasterCard®.

Once you have received your bar code letter, you simply have to take it to your nearest UK Post Office® branch and pay your fees by cash.

Simply enter the application reference number you received in your confirmation email, and then follow the onscreen instructions. If you are unable to find your application reference number please contact our Customer Services Team who will send you a new bar code letter and provide you with a reminder of your application reference number.

It's easy. You can request additional cards on your existing account for use by additional cardholders aged 13 and over for just £4.95 per additional card. If you have an activeplus account no additional monthly fees will be charged for additional cards. Just log onto the Members' Area and apply, call our Customer Services team on 0871 277 5590* or write to us at PO Box 466, Salford, M50 2XU. See terms and conditions for full details.

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