FAQ
How much does it cost? 
Can I use my Sterling prepaid MasterCard straight away?
Yes, but you will need to activate it first (just see the question below). Once your Sterling prepaid MasterCard card is activated and loaded with money you can use it to pay for whatever you want, wherever you see the MasterCard acceptance mark.
How do I activate my Sterling prepaid MasterCard?
Simply go to the Members Area and activate your card. Alternatively you can call the Customer Services team on 0871 277 5590*
Can I use my card for everyday purchases?
Yes. You can use your Sterling prepaid MasterCard at over 26 million retail outlets worldwide wherever the MasterCard acceptance mark is displayed. You can use your Sterling card to pay for almost anything, as long as you have sufficient funds in your account. You can use your card online, by phone and in store, for everyday purchases such as: groceries, petrol, paying bills, booking travel and even topping up your mobile phone.
Can I get cash from an ATM?
Yes, if you have been fully verified. You can get cash from any cash machine that displays the MasterCard acceptance mark, up to the amount that's in your account or up to a limit of £500 per day•. Please see below for more information about the cash limit you can withdraw from your account. There is a withdrawal fee of £0.99 per UK ATM withdrawal (selected ATM owners may charge additional fees) and £2.50 per non-UK ATM withdrawal.
Click here to locate your nearest MasterCard ATM.
Can I use my Sterling prepaid MasterCard to get cash from a bank?
Yes, if you have been fully verified. If there are sufficient funds in your account, you can use your Sterling card to get cash over the counter at a bank•, subject to a fee of £3.50 per transaction. Most high street banks will perform this service for you. A daily withdrawal limit applies - please see below.
Is there a limit to how much cash I can withdraw from my account each day?
Yes. The maximum combined amount you may withdraw per day at an ATM• and at bank counters is £500. This limit includes the purchase of travellers cheques, foreign currency and similar items. If you reach this daily limit you can still purchase goods and services from retailers provided you have sufficient funds in your account.
Is there a maximum balance or purchase limit?
Yes, full details of these limits are show in the Account Limits and Usage box below.
| Account Limits and Usage | Not Identified and Verified | Identified and Verified |
Maximum Balance |
£1,500 |
£5,000* |
Maximum Top-up |
£1,500 |
£5,000* |
Maximum Annual Top-up/Spend |
£1,500 |
Unlimited |
Maximum Spend per transaction |
£600 |
Available Balance |
Maximum ATM withdrawals per day |
Not allowed |
£500* |
*higher limits may be made available at card issuer’s sole discretion
Are there any MasterCard retail outlets where I won’t be able to use my card?
Yes, you may be unable to use your Sterling card if a merchant cannot obtain authorisation for the spend you wish to make. Sterling may also not be accepted for the hire of a car due to
- the extended time period that can occur between when a transaction is authorised and when funds are deducted from your account, and
- the difference that can occur between the amount authorised and the amount subsequently claimed.
Can I use my card for car hire?
From time to time we may impose controls on the use of your Sterling prepaid MasterCard in specific market sectors. The car hire facility is automatically restricted upon applying. If you wish to have the restriction lifted and the car hire facility switched on, please contact Customer Services so that a review of your account can be performed.
What address should I give when I purchase goods online or by mail order/phone?
The billing address should be the address given by the primary cardholder when they purchased the card. Remember you can update your details by visiting the Members area.
Can I use my Sterling prepaid MasterCard abroad?
Yes. Your Sterling card is welcome wherever the MasterCard acceptance mark is displayed, at more than 26 million retail outlets globally. So long as you have been fully verified you can also use your card to get cash at MasterCard cash machines• all over the world. There is a 2.75% foreign exchange fee for both retail purchases and ATM withdrawals and a £2.50 withdrawal fee per ATM transaction. Please note: selected ATM owners may charge additional fees. See Terms and Conditions for full details.
Click here to find a MasterCard ATM abroad.
Is it possible to have an overdraft?
No, Sterling is a prepaid card, meaning you can only spend the amount you have topped up. You must not spend more money than you have on your account. Any attempt to do so may result in criminal and/or civil action being taken against you.
How are transactions authorised?
Your prepaid card is like a debit or credit card when it comes to purchasing goods and services. When you want to buy something, we are asked if you have enough funds in your account to cover the purchase price of what you want to buy.
This means when your card is put in the Chip and PIN terminal, it will connect to us online. We will then say that you have enough money in your account to pay for what you want to buy and hold the funds until the purchase is fully processed. Nobody will be able to see your account balance.
What is a pending transaction?
Like debit and credit cards, a transaction is pending when a merchant or retailer requests confirmation that you have funds available for the transaction. We have confirmed that you had the funds available and we are holding them for the merchant or retailer to process the transaction. We hold them up to 12 days for the merchant to confirm the transaction.
If the transaction is not confirmed by the merchant within this timeframe the funds will be released back to your available account balance. It will appear as "pending" when you view your statements online, or will have a "P" next to it if you request a text of your last five transactions. If you would like to cancel a pending transaction or have any questions about the transaction please contact the merchant directly as they will have to cancel it.
Will I ever need more money in my account than the amount I’m spending?
In some instances you may need more funds in your account than the amount of money you are spending. See some examples below. This is in line with standard card processing procedures. If you require further information, please check with the merchant or service provider before your transaction is processed.
1) Tips and service charges
At certain outlets the authorisation amount may be increased before the transaction is approved. This is to protect both you and ourselves. At such locations, an additional percentage (usually 10%-20%) will be added to the bill total to cover service charges, tips or other similar costs. The merchant will check for the value of the bill plus the additional percentage, and may decline your card if there are not sufficient funds available.
For example: at restaurants your account balance should be 20% more than the bill total for your Sterling card to be accepted. This is to accommodate for any service charge or tip.
2) Minimum account balance
In some circumstances, you may need a minimum balance in your Sterling account for your card to be accepted. For example, at fuel stations you will need a minimum of £50 in your account for “pay at pump” usage. To avoid this, please go directly to the attendant to authorise the exact amount you wish to purchase.
Why might a transaction be declined?
Your transaction may be declined if the merchant is unable to go online to verify that you have sufficient funds in your account to cover the value of your transaction.
Will I have to pay any interest?
No. There is no interest to pay and no late payment fees on your Sterling prepaid MasterCard.
Will my account be discussed with additional cardholders?
No, in line with the Data Protection Act 1998 we will not discuss details about your account with anyone other than you unless we have your express permission. If you wish to allow additional cardholders to discuss your account directly with us please send a letter permitting us to do so to Customer Services at PO Box 466, Salford, M50 2XU
What happens when my card expires?
If your account is still open and in good standing, we will automatically send you a replacement card one month prior to the expiry date of your current card. If you do not receive the replacement card, please contact our Customer Services team on 0871 277 5590* to request a replacement. You will not lose any funds in your account if you do not receive a replacement card before your card expires. Please see the terms and conditions for more information.
How do I close my account?
The process of closing your account may take up to 30 days so you may prefer to withdraw funds by ATM• or by making purchases at a MasterCard outlet. Once your account balance is zero or as low as possible, simply send a letter and your card cut in half to:
Customer Services
PO Box 466
Salford
M50 2XU
If you do not wish to do the above and you request a refund you will be charged a cancellation fee of £10 (see the Fee Summary).
•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.
*Calls made to 0871 numbers are charged at 10pence per minute from a BT landline. Calls from other networks may vary.
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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.