FAQ

You can update your contact details either online in the Members' Area or by contacting Customer Services. It is your responsibility to notify us within 14 days of any changes to your contact details so that our records are accurate, complete and up to date.

Via the Members' Area: You can check your balance and review and print your statements and transactions.

Via Customer Services on 0871 277 5590* you can use our automated service to:

• Report your card as Lost or Stolen
• Activate your card
• Check your account balance and last 5 transactions
• Check when a payment has been made into your account
• Change your pricing plan
• 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 (Money Share to India is not approved under Indian legislation)

You can also get further help with specific account queries by speaking to one of our Customer Services Advisors.

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.

You can also text us!
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. Simply text:

BALANCE - to get your latest balance details
LASTTRANS - to get up to your latest 5 transactions
STATUS - to check up on the status of your application

Please note that if you have more than one card account with the same mobile phone number, you will have to contact customer services.

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

These are two different pricing plans available for your account. activeplus is a great option if you use your Sterling Card often, such as for your everyday transactions. All purchase transactions are free and a monthly fee will apply. If you only want to use your Sterling Card for one-off purchases or emergencies, then a flexiplus account may be more suitable. You will not be charged a monthly fee, instead you will pay a fee per transaction. You will automatically be issued with an activeplus account, and can choose to switch to a flexiplus account.

Your account will automatically be set up on the activeplus pricing plan. To change to flexiplus, simply call our Customer Services number and select the option to change, or speak to one of the team.

For full details of the Sterling pre-paid MasterCard® usage fees, including the two pricing plans, please see the terms and conditions and accompanying fees summary.

Please contact our Customer Services team on 0871 277 5590* and give them your mobile phone number and Sterling Card numbers. They will ensure you do not receive the updates when you reload your account in the future.

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