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: (Please enter the first and last name of the cardholder)

Account number: (You can find your unique 8 digit Account Number on the 'Account details' screen in the Members' Area)

IMPORTANT INFORMATION: It's vital that you use your Sterling Account Number and Sort Code, otherwise your money will take longer to arrive into your Sterling card’s account.

Sterling Card top up processing times

• Same day:
  For top up payments we receive before 3:30pm from a bank with a Faster Payments Service, the money will be loaded into your account the same day.

• Next day:
  For top up payments we receive after 3:30pm from a bank with a Faster Payments Service, the money will be loaded into your account the next day.

If your bank doesn’t use ‘Faster Payments’, or the money is sent via BACs, it should arrive on the third working day. Once we receive the money, we’ll get it into your account and available to spend the same date it arrives.

Please note:

• To top up your Sterling Card account at your bank branch or over the phone, use the same details as above
• The account and Sort Code details can only be used for putting money into your account

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

Online:

To reload your Sterling Card account by Standing Order, you will need to set up a standing order mandate, using the details shown in step 2 above.

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: It's essential that you use your Sterling Account Number and Sort Code, otherwise your money will take longer to arrive into your Sterling card’s account. If you print off our standing order form, again, be sure to use your Sterling Account Number and Sort Code.

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.
• epay 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 epay outlet will charge you £3 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 epay 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.