FAQ
How much does it cost? 
What happens if my Sterling prepaid MasterCard is lost or stolen?
If you lose your Sterling card or it is stolen, call our Customer Services team immediately on 0871 277 5590*. If you are abroad call +44 207 153 8940 (calls will be charged at the international rate set by that country).
When you call you will be asked to provide your card number and other details so that we can verify we are talking to the correct person.
If our records show that there is money remaining on your account, we will cancel your Card and issue a new one to the address on your Account within 14 days. (see fee summary)
You may be required to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.
Can I create my own PIN?
Yes. When you receive your Sterling card you will be given instructions about how to obtain your PIN by calling 0871 277 5590*. Once you have your assigned PIN you can change your PIN at selected ATMs that display the MasterCard acceptance mark.
What happens if I forget my PIN?
If you have forgotten your PIN, you can obtain a reminder by calling Customer Services on 0871 277 5590*, then simply following the options to listen to your PIN.
What happens if I forget my password?
You can reset your password online providing you know your 8-digit security code. If you are unsure what this is simply give our Customer Services team a call on 0871 277 5590* and we will provide you with a reminder.
What happens if a transaction that is not mine appears on my account?
If you believe that a transaction has been incorrectly posted to your account, you should first attempt to resolve the transaction dispute with the merchant before asking that we pursue the dispute on your behalf, as this may lead to a quicker resolution of the dispute.
If you cannot resolve the dispute in this way, you may claim a refund of the applicable amount by phoning our Customer Services team on 0871 277 5590* or by writing to us within 14 days of the date of the relevant transaction.
If you are unable to resolve the dispute we may send you a dispute declaration form which must be completed in full for us to assist you with a transaction dispute.
If our investigations uncover that the disputed transaction was genuine and authorised by you or an additional cardholder, you may be charged an investigation fee of £20.00.
*Telephone calls may be recorded. Calls to 0871 numbers will be charged at 10p per minute from BT landlines. Other operator's charges may apply.
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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 the applicant providing acceptable identification, being resident in the UK, aged 18 years or older if primary cardholder, or 13 years or older if additional cardholder. 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. 06029941. 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. AFL & APS registered address is 6th Floor, One London Wall, London, EC2Y 5EB. MasterCard is a registered trademark of MasterCard International Incorporated. The Post Office® and Post Office symbol are registered trademarks of Post Office Ltd.
**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.