FAQ

If you or your family and friends have an online bank account you can easily and simply transfer funds to your Sterling pre-paid account.

It’s easy to top up online

1. Log onto your internet banking account

2. Set up a payment (contact your bank if you need help) using the following details:

Payee name: APS Customer PYMT AC
Account number: 10230643
Sort code: 15-20-25
Reference: ES & your 16-digit card number (the long number from across the front of your Sterling Card and please don’t include any spaces)

For example: ES5412750000000000

IMPORTANT INFORMATION: When you are prompted for your payment reference, you must provide the prefix ES plus the 16 digit number from the front of your Sterling Card to be credited, e.g. ES & your 16-digit card number. Without the full reference number, including the full card number plus the prefix "ES", we will not be able to apply the funds to your Sterling account. Please note it can take up to 3 working days for the funds to become available for you to spend on your pre-paid card.

Please note:

• To top up your Sterling Card account at your bank branch or over the phone, use the same details above
• The account and sort code details can only be used for putting money into your account
• You can top up your pre-paid card by cash or cheque in a bank branch, however this is subject to a delay

To reload your Sterling Card account by Standing Order, you will need to set up a standing order mandate.

Online:

If you have an online bank account you should be able to set up one now! Simply input the following details:

Payee name: APS Customer PYMT AC
Account number: 10230643
Sort code: 15-20-25
Reference: ES & your 16-digit card number (the long number from across the front of your Sterling Card and please don’t include any spaces)

For example: ES5412750000000000

IMPORTANT INFORMATION: When you are prompted for your payment reference, you must provide the prefix ES plus the 16 digit number from the front of your Sterling Card to be credited, e.g. ES & your 16-digit card number. Without the full reference number, including the full card number plus the prefix "ES", we will not be able to apply the funds to your Sterling account. Please note it can take up to 3 working days for the funds to become available for you to spend on your Pay As You Go debit card.

Please note that when you set up the standing order, you must provide the 16 digit number from the front of your Sterling Card to be credited as a payment reference. Without this number we will not be able to correctly allocate the payment to the Sterling Card. If you print off our standing order form, please write the 16 digit card number where it says "Quoting payment reference" (e.g. ES & your 16-digit card number)

In your bank branch:

If you don't bank online, you can print off our standing order form. Simply complete this form and take it to your bank.

Please note that when you set up the standing order, you must provide the 16 digit number from the front of your Sterling Card to be credited as a payment reference. Without this number we will not be able to correctly allocate the payment to the Sterling Card. If you print off our standing order form, please write the 16 digit card number where it says "Quoting payment reference" (e.g. ES & your 16-digit card number)

You can reload your Sterling Card with cash between a minimum amount of £10 up to a maximum of £500 per transaction.

If you are a primary cardholder and you have provided your mobile number when purchasing your card we will notify you by text message free of charge when the funds are available for use on your Pay As You Go Sterling Card.

Find your nearest Post Office®

If you need to top-up money into your account for your card or an additional card urgently, you can visit thousands of outlets nationwide and the money should be available for use in minutes. You can top-up at two types of outlets:

• Retail outlets: Top-up any amount from £10 to £5,000 per day for FREE.
• E-pay outlets: Here you can top-up any amount from £10 to £150, in multiples of £10, up to a maximum of £5,000 per day. You can top-up by cash and in some places by debit card.

The e-pay outlet will charge you £2 per top-up and your money should be available to spend in 30 minutes.

To find a top-up outlet check on the store locator using the form below (you may also see the epay logo).

To find your nearest top-up outlet:

• Enter your town or postcode in the box below
• Then, select whether you would like to visit a retail location or e-pay outlet

Remember to confirm any top-up fees with the retail outlet before they top-up your account and ask for a receipt of your top-up which you should keep for your records.

There are four easy ways to top-up your account. Your bank can do it at regular intervals using a standing order*. Your employer can pay your wages directly into your Sterling account*. Alternatively you can go to any Post Office® branch in the UK or there are over 700 retail outlets and 5000 e-pay outlets. You can top-up your account with any amount between £10 and £5,000*. Top-ups at the UK Post Office® are limited to £500 per transaction. Learn more about topping up your account.

*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.

Yes, the amount you may top-up is dependant on whether you have been fully verified. Please see below for the different limits:

If you have been fully verified, the maximum amount you may top-up per day is £5,000 providing this will not exceed your £5,000 maximum balance limit.

If you have not been fully verified, the maximum amount you may top-up within 12 months is £1,500. Your maximum balance limit is £1,500 (cumulative in 12 months), once this limit has been reached you will not be able to make further top-ups within the 12 months unless you upgrade your account. Please see "How do I upgrade my account" for details of how to upgrade.

Funds topped up to your account at Retail Outlets, e-pay Outlets and by E-voucher will usually be available in minutes, funds topped up at the Post Office will usually be available the next business day but may take two or more business days.

*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.

Yes*, simply complete the Wages Payment Form and hand it to your employer to process.

*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.

Yes*, view and print out our Standing Order Form. Simply complete this form and take it to your bank.

*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.

If you have any questions about when your wages or standing order payment will reach your account, please contact your employer or bank first to check when the payment was initiated. Once you have obtained this information you should then contact Customer Services if you still have any unanswered questions.