How do I apply for a Mastercard?

Mastercard does not issue cards directly, please contact your chosen financial institution to apply for a card. Visit find a card to assist in making decisions about which card products are available.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. If you have any other questions regarding your Mastercard, can always contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK.  

How do I use the ATM locator?

Visit the ATM locator and enter a city or a postcode. You can further narrow your search by providing a street address, a financial institution's name and checking additional options like 24-hour access. Click the Search button to see a list of ATMs nearby, then click on a specific ATM for further information about its location. Depending on your destination, driving directions and a map may also be available.

Why can't I locate ATMs in a specific country?

If an ATM location or a specific country is not listed, then information is not available. Mastercard receives ATM location information from financial institutions and we continue to work with them to provide the most updated information.

If you need more specific information, you can contact the financial institution that issued your card. You'll find their contact information on the back of your Mastercard and on your billing statement, or you can visit their website.

I don't know my password or my PIN. How can I get this information?

For information about your PIN or account, you must contact the financial institution that issued your card. You'll find their contact information on the back of your Mastercard and on your billing statement, or you can visit their website to manage your account online.

What is the fee for withdrawing money or taking a cash advance from an ATM?

Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated and you're given the option to discontinue the transaction if you don't wish to pay the fees. It's also a good idea to check with the financial institution that issued your card to determine their ATM fee policies. You'll find their contact information on the back of your Mastercard and on your billing statement, or you can visit their website.

The ATM wouldn't accept my card. What should I do?

If you had a problem using an ATM, please contact the bank that issued your card for assistance.

How can I get a list of ATM locations if I don't have internet access?

The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go.

United Kingdom - 0800 964 767. Outside the United Kingdom - Get global contact numbers

Can I use my prepaid card, gift card or credit card at an ATM?

Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted. Most Mastercard credit cards also allow you to obtain cash advances at an ATM.

You’ll need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your statement, or you can visit the issuer's website.

How can I get a replacement for a lost or stolen ATM card?

We'll help you replace your lost or stolen ATM card no matter where you are. Call the Mastercard Assistance Centre with any card-related need from anywhere in the world.

Get global contact numbers

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. If you have any other questions regarding your Mastercard, you can always contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK.

 

What is manual bill payment?

Manual bill payment means you initiate the payment process yourself. This gives you the freedom to select the payment date and amount each time a bill is due.

If I enrol in automatic bill payment, will I continue to receive a bill?

Most companies continue to post a paper bill, though some providers may offer an online bill or no bill at all. This can be determined when you set up your automatic bill payment plan.

What information will the service provider/company request?

Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each provider directly to arrange payment amounts and scheduling.

Typically, you'll be asked for your Mastercard account number and expiration date, though you might also be asked for additional information. For automatic bill payment, you may also need to specify the payment amount and specific date you wish to be charged.

What if my Mastercard account information changes?

If your Mastercard account information changes due to a lost or stolen card, a new expiration date or an upgrade to a new product, be sure to provide each company with the updated account information in order to prevent an interruption in service. We recommend you keep a list of companies that you pay automatically so you can efficiently update this information when necessary.

What if I don't agree with a payment amount made on my Mastercard statement?

We recommend that you review your paper or electronic bill prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact the company immediately to resolve any discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorised purchases charged to your account. Learn more about our Zero Liability Protection. Exceptions apply.

What are the benefits of bill payment using a Mastercard?

Using your Mastercard is much faster and more convenient than writing cheques. You can initiate payments at any time and from anywhere in the world. Charges will appear on your monthly statement, so it's an easy and efficient way to stay organised and keep track of your expenses. In addition, if you use automatic bill payment you won't have to worry about missed payments or late fees. Depending on the card you use, you may also be eligible to earn rewards.

What do I do if I'm having problems accessing mastercard.co.uk?

If you encounter problems with mastercard.co.uk, please try an alternate browser or update your browser to the latest version. This site is optimised for the following browsers:

• Google Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

How can I find out more about my card benefits?

Mastercard provides issuers with many different card benefits, features and insurance that vary depending on the specific card you use. To learn more about those for your specific card, we recommend you contact the financial institution that issued it. Please look for a customer service number on the back of your card.

All Mastercard cardholders can take advantage of Priceless Cities, a programme available exclusively to Mastercard cardholders which provides access to unforgettable experiences. For more information visit www.Priceless.com  

What is cash back?

Cash back is a service offered by select retailers that allows consumers to get cash from their debit card when making a purchase.

Do I need to use my debit card to get cash back?

Yes, since the funds are drawn from an account linked to your debit card.

Is there a fee for this service?

Although the majority of retailers do not charge for this service, there are some locations that charge a fee.

What's the advantage of getting cash back?

Cash back is a convenient way to quickly and easily get cash from your account while shopping at your favourite retail locations, without having to go to an ATM. Plus, in most cases, there's no fee for this service.

What's the maximum amount of cash I can get with my purchase?

The amount of cash you can get may vary by merchant and be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular merchant, please contact the merchant directly. The amount you can take out is also subject to the availability of funds in the account linked to your debit card.

What is Click to Pay?

Click to Pay is Mastercard’s better way to pay online – featuring advanced payment technology built on industry standards and intelligent security from Mastercard.

You can experience the future of secure, password-free checkout by looking for the Click to Pay icon where Mastercard is accepted.

Why should I use Click to Pay?

Click to Pay lets you pay online fast and securely, with no more passwords to remember or accounts to create.

• No more passwords
  Take the hassle out of paying online
• Smart security
  Intelligent security helps recognise you at checkout
• Stay in control
  Store payment information securely in your Mastercard Click to Pay profile so it's there when you need it

How can I create a Mastercard Click to Pay profile or add a card?

There are a few ways to set up a profile or add a card:

• Create a Click to Pay profile or add a Mastercard at mastercard.co.uk/clicktopay
• Add a Mastercard to Click to Pay during checkout
• Enrol through your bank. To manage cards and profile with other payment brands (like Visa or American Express), visit their websites

Where can I use Click to Pay?

Check out with Click to Pay when you see the icon and the Mastercard logo.

Is Click to Pay for online payments only?

Yes, this new way to pay brings Mastercard security technology to online payments. Now you can feel as secure and confident paying online as you do in stores.

Which payment methods can I use for Click to Pay?

You can use all Mastercard credit, debit and prepaid payment methods. However, each merchant decides which payment brands to accept.

Please check with your bank or preferred payment brand for availability.

How can I securely access my Mastercard Click to Pay profile without a password?

Passwords can be lost or stolen. Mastercard Click to Pay uses advanced payment technology built on industry standards and intelligent security to ensure that you, and only you, are accessing your profile.

If you're a remembered user, you'll be recognised at checkout – no password required.

If you’re not a remembered user, enter your user ID – the email address associated with your Click to Pay profile – to receive a one-time verification code. This will allow you to access your Click to Pay profile and check out securely in just a few clicks.

For additional security, verification is always required to update personal information. You may also need to provide verification if there is unusual activity with your Click to Pay profile.

Why aren’t all of my cards listed in my Mastercard Click to Pay profile?

You can only manage your Mastercards at mastercard.co.uk/clicktopay. If you would like to manage cards with other payment brands (like Visa or American Express), please visit their websites to enrol or add cards.

What does selecting "Remember me" do?

The Remember me option gives you quick access to your Mastercard Click to Pay profile and helps you check out faster.

If you're remembered on a device/browser, you'll be recognised and remembered at checkout as long as you use the same browser and don't clear your browsing data (cookies).

If you do not select Remember me, you'll have to manually enter your user ID and a verification code every time you want to access your Click to Pay profile or check out.

You can manage which devices remember you by accessing Settings, then Remembered Devices in your Mastercard Click to Pay profile.

Where can I manage my Mastercard Click to Pay profile outside of checkout?

You can manage your Mastercard Click to Pay profile at any time by visiting mastercard.co.uk/clicktopay. After accessing your Click to Pay profile, you can:

• Add/delete a card
• Add/delete a shipping address
• Edit your phone number
• Manage browser and device connections
• Delete your Mastercard Click to Pay profile

How do I change my user ID if I made a mistake during enrolment?

For your security, you cannot edit your user ID – the email address linked to your Click to Pay profile. You'll need to delete your current profile with the wrong email address. Then, you can create a new Click to Pay profile with your Mastercard and the correct email address as your new user ID.

How do I edit a card?

To update a card, delete it from your Click to Pay profile. Then add your card as a new payment method with the updated information.

What do I do if Click to Pay is not working?

If Click to Pay is not working or you cannot select the Click to Pay icon, please contact the merchant where you are trying to check out.

How do I delete my Mastercard Click to Pay profile?

Visit mastercard.co.uk/clicktopay, select View profile and delete your Mastercard Click to Pay profile.

You can delete your profile information from Mastercard Click to Pay by signing in to your profile at mastercard.com/clicktopay. In your profile, click on the menu in the top right-hand corner. Choose Settings and then choose Manage profile.

If you change your mind, you will need to create a new Click to Pay profile. To manage cards and profiles with other payment brands, visit their websites.

What is Mastercard® contactless?

Mastercard contactless is like having the exact change wherever you go. A simple tap of your card, smart phone or other wearable device is all it takes to pay at checkout.

How can I get a contactless card?

The financial institution that issues your card will usually issue you with a contactless card automatically when your existing one expires. Otherwise, you can apply for a new contactless card from your bank in the same way you would apply for any other card.

Where can I make contactless payments?

Simply tap to pay anywhere you see the contactless symbol at checkout. 

If you don't see the contactless symbol, your contactless-enabled card can still be used by inserting your chip and PIN card or swiping at checkout.

How does contactless work?

Contactless uses a hidden, embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you'll receive payment confirmation and be on your way.

What is the contactless spending limit?

The contactless card limit in the UK is £100, you can now also make payments over £100 using your mobile phone, providing your bank and the merchant in question authorises them. It’s more secure than carrying cash, and quicker than Chip and PIN.

Is contactless secure?

Yes. Contactless payments provide secure encryption technology and Zero Liability Protection and are as secure as your regular card.

What is the GDPR?

The General Data Protection Regulation (GDPR) is a set of legal requirements for companies concerned with collecting, processing and protecting personal data. It was adopted in the EU in Spring 2016 and entered into force as of May 25, 2018. Learn more about the GDPR here. Read frequently asked questions about the 16 July 2020 CJEU Schrems II Judgement here.

How do I report my Mastercard® as lost or stolen?

If your card is lost or stolen, please contact the financial institution that issued your card immediately. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK and a Mastercard representative will be able to assist you in filing a lost or stolen card report.

See our full list of emergency contact numbers. 

We're here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding:

• Lost or stolen cards
• Emergency replacement cards
• Emergency cash advances
• How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
• Questions about applicable card benefits

What liability do I have for unauthorised purchases made on a lost or stolen Mastercard?

All Mastercard Credit and Debit cards offer Zero Liability Protection, once you report your card to Mastercard as lost or stolen, no unauthorised charges should be posted to your account. Zero Liability applies to your purchases made in the store, over the telephone, online, via a mobile or wearable device and ATM transactions. If you see unauthorised transactions, please promptly contact the financial institution that issued your card. Look for their customer service number on the back of the card or on your statement.

How can I get a replacement card?

To get a replacement card contact the financial institution that issued your card. Replacement cards require that your financial institution authorises a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK. If you are travelling abroad, you can call us on one of the numbers listed here.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK. If you are travelling abroad, you can call us on one of the numbers listed here.

What is Mastercard Identity Check?

Leveraging state-of-the-art technology, Mastercard Identity Check helps verify that your purchases are truly yours. In the event of uncertainty, you may be asked to further authenticate your identity via one-time passcode or biometrics. It's sophisticated, yet simple, for greater peace of mind. Find out more here.

I want to check the balance of my card?

As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card.

Can I see a history of how I have used my card?

Many card companies do provide this option. When you pay with your card, details of the transaction are stored on-line. This information includes the dates, locations and amounts of your transactions. All of this will appear on your physical or on-line statement, so you can check and access details easily.

What is Pay by Bank app?

Pay by Bank app is a new online checkout option that lets you pay using the bank app on your phone. It's designed to make online checkout easier, whilst using all the security of your bank.

What makes it different? 

Pay by Bank app isn’t a separate app to download or service to sign-up for – it works through the bank app you use already.

When you use it, you don’t need to enter your payment details at the checkout. You view your order details, choose which of your accounts to pay from, view your balance before you pay and see it updated immediately afterwards.

How do I get it?

You don’t need to download anything new or register for a new service. Pay by Bank app is automatically available for you to use through your existing bank app once your bank has chosen to offer it. Your bank will inform you when this happens.

Pay by Bank app is currently available with the following banks.

What types of payments can be made with Pay by Bank app?

Pay by Bank app can be used to pay online, through apps, and over the phone. The process in each case is slightly different. See how it works for more details.

Which retailers are already using Pay by Bank app?

If your bank offers Pay by Bank app, you can already use it when shopping with the following retailers.

What happens if something goes wrong?

Pay by Bank app is an ultra-secure solution, and using it results in far fewer opportunities for fraud. However, if something does go wrong during a payment, please speak to the retailer you’re buying from in the first instance.

If this doesn’t solve the problem, there’s no need to worry: Pay by Bank app has a clear and robust process for disputed transactions already agreed with your bank. In these instances, your bank will be able to help you raise a formal dispute to resolve the payment issue, with protection similar to what you will experience for debit card transactions. For more information please see our disputes service summary.

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Where can I get a Mastercard® Prepaid Card?

Mastercard does not issue cards itself and cannot recommend a specific card to you as we have many issuers. To review our issuers and card, please check Mastercard Prepaid cards. 

Please ensure you read all the terms and conditions on the website to ensure you are happy with all the costs and charges associated with the card. All these costs and charges are set by the issuer and we have no control over them.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Prepaid Card?

Use your Prepaid Card like a regular debit or credit card at checkout; tap it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Prepaid Card?

Use your Mastercard Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, and for mail and phone orders. You can also use your card to pay bills online.

Can I use Mastercard or Maestro prepaid cards to withdraw money from an ATM?

This feature is available on certain card programmes. When available, you can use your card to withdraw money from any ATM worldwide wherever Mastercard and/or Maestro and/or Cirrus cards are accepted. Please check your cardholder agreement for details.

Can I use Mastercard or Maestro prepaid cards abroad?

You can use most Mastercard or Maestro prepaid cards like a Mastercard debit card in any location in the world that accepts Mastercard and/or Maestro cards. Please check your cardholder agreement for details.

Can I use Mastercard or Maestro prepaid cards to shop on-line, over the phone and by mail order?

Yes, you can use your Mastercard or Maestro prepaid card with any retailer that accepts Mastercard and/or Maestro.

Can I use a prepaid card to make regular payments, such as for monthly subscriptions?

Some prepaid cards can indeed be used to make regular payments. Please check with your card provider or your cardholder agreement for details.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website, installing their App or by calling the phone number on the back of the card. Certain merchants may also have the ability to read your card's balance for you.

How do I add funds to my card?

There are several ways to reload (or 'top up') your card. For example, you can add funds to your card as a direct debit, at participating retailer or add funds from a nominated payment card to their prepaid card in-app. You may do a cash top-up at post offices or convenience stores or reload by making a funds transfer from a bank account or on-line through the Internet, or via an App The ways in which you can reload your card will vary.

Check your card packaging or contact the card issuer to find out which methods are supported. Please read the information provided by the card provider for details on how and where you can load money onto your card.

What's the difference between a 'reloadable' and a 'non-reloadable' card?

A 'reloadable' prepaid card can be 'topped-up' with money. Certain cards, such as many gift cards, are loaded only once and can't be 'topped-up'. These cards are 'non-reloadable'.

Is there a limit to how much money I can put on my card?

Some card companies may set a limit on how much money you can load onto your card at any one time. For prepaid cards that you can buy without any proof of address and/or identity, the maximum amount of money that you can load onto the card will generally be much less when compared to reloadable cards or other cards bought against a proof of address and/or identity.

Is there a maximum amount I can top-up?

Yes. If you want to check or need advice on what limits apply, please contact your card issuer or refer to your cardholder agreement for details.

Is there a minimum amount I can top-up?

Minimum reload amounts vary, but most merchants will expect a minimum reload of £10.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

What happens if my card gets lost or is stolen?

If your card is lost or stolen, you must report it to your card company immediately. Usually your money will be frozen so no one else can use the card. You may then be sent a new card with your remaining balance on it. Some card companies will voluntarily replace money stolen from your card - but not all of them do.

I can't find my Mastercard Prepaid Card. What should I do?

If you registered your Mastercard Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

I need to change the PIN on my card

As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card.

Does my prepaid card protect me in the same way that a credit card would - e.g., if the company issuing the prepaid card goes bankrupt?

In the UK, the Financial Services Compensation Scheme (www.fscs.org.uk) does not cover prepaid cards in the event of a default by the prepaid card issuer. However, prepaid card issuers are required by the Financial Services Authority (FSA) to ring fence cardholder funds to protect them in case of their issuer’s default. Please check with your card issuer to understand their policy. Whilst the FSA requires that measures be put in place to protect cardholder funds, there is no guarantee that they are fully protected.

I need to renew my Prepaid Card

As Mastercard does not issue cards, you will need to contact the customer services of your card provider, the details of which you should have received upon receipt of the card and should be listed on the reverse of the card

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre on freephone 0800 964 767 from the UK.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programmes such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymising data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

Does Mastercard comply with the GDPR?

Yes, in fact we’ve embraced the change as an opportunity to examine our data practices – ultimately deciding to go further and implement key consumer protections from the GDPR to our individual users around the globe. For instance, we will soon make our online portal available globally, so that individuals everywhere will be able to access, correct, modify or move their personal information. Find out about our approach to GDPR compliance in the EU GDPR FAQ page.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally.  In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system.  For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you; you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

I tried to make a purchase but my card gets declined. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place to reduce the risk of fraudulent transactions on certain types of transactions, which may result in declined transactions.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

It is at the discretion of shops and businesses in the UK as to whether they wish to set a minimum spend level before a card can be used, however, by law any business accepting consumer credit or debit cards as a means of payment are not allowed to set a surcharge for doing so.”.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form. 

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre toll freephone on 0800 964 767 from the UK.

How can I get a replacement card?

We recommend you contact the financial institution that issued your card. Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Centre toll freephone at 0800 964 767 from the UK. If you are travelling abroad, you can call us on one of the numbers listed here.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Phishing is a scam used to obtain personal and financial information, in order to gain access to individuals’ accounts – which can result in identity theft and financial loss.

If you have received or been the victim of a Phishing attack via email, text or phone, please report this incident to StopIT@mastercard.com. StopIT is a Mastercard program initiated to help combat phishing attacks targeting Mastercard and its cardholders.

PLEASE NOTE: The StopIT@mastercard.com email is for reporting Phishing incidents only. Mastercard’s StopIT Program cannot resolve consumer fraud complaints. If you have identified suspicious activity, including unauthorized transactions on your card account, contact your issuing bank. Their number can be found on the back of your card.

For all other fraud complaints, you may contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372) if you’re in the U.S. or collect from outside the U.S. at 1-636-722-7111.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card.  Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Centre toll freephone at 0800 964 767 from the UK. 

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account. Then you should notify each of the three credit reporting agencies:

• Equifax –  www.equifax.co.uk
• Trans Union –  www.transunion.co.uk
• Experian –  www.experian.co.uk

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.gov.uk/government/news/online-credit-reports

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

For more information about protecting yourself from potential scams visit the industry’s Take Five site.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card. 

What is a Chargeback?

A chargeback (otherwise known as a dispute) is a way for your bank that issued your card to reclaim money from the retailer’s bank when you do not get the goods or services you paid for, including if the retailer or supplier has gone out of business.

Chargebacks are not a legal right, but if you have paid on a Mastercard debit or credit card, you should address a chargeback claim to the bank that issued your card, and they can then put in a request to the retailer’s bank.

More information about chargebacks is available on the UK Finance website. This also contains information about the extra protection (known as “Section 75”) that applies to purchases made by credit card.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

What do I do if I'm having problems accessing mastercard.co.uk?

If you encounter problems with mastercard.co.uk, please try an alternate browser or update your browser to the latest version. This site is optimised for the following browsers:

• Google Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

What is Mastercard Click to Pay?

Mastercard Click to Pay provides a password-free online checkout option featuring advanced payment technology and intelligent security. Your consumers can look for the Click to Pay icon to experience the future of secure, convenient online checkout where Mastercard is accepted.

Is Mastercard Click to Pay secure?

Mastercard Click to Pay uses advanced payment technology and intelligent security that help recognise your consumers at checkout. It also leverages behavioural analytics and biometrics to confidently identify legitimate consumers in real time with reduced friction.

For additional security, a one-time verification is always required to update personal information. Your consumers may need to provide a one-time verification code to access their Mastercard Click to Pay profile.

How do my consumers create a Mastercard Click to Pay profile or add a card?

There are several convenient ways to create a Click to Pay profile or add a card. Your consumers can:

• Create a profile or add a Mastercard at mastercard.com/clicktopay
• Create a profile or add a Mastercard at checkout when they see the Click to Pay icon where Mastercard is accepted
• Enrol through their bank when they see the Click to Pay icon

To add cards from payment brands other than Mastercard, visit that payment brand’s site directly.

How and where do consumers use Click to Pay?

This secure, convenient online checkout option is designed to work across devices and web browsers.

Consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted.

They simply select the checkout button where they see the Click to Pay icon, select their card and complete the purchase.

Which payment methods does Click to Pay support?

Your consumers can use all Mastercard credit, debit and prepaid payment methods. Card usage and availability of other network cards may vary. However, each merchant decides which payment brands to accept.

Is Click to Pay for online payments only?

Yes. This new online checkout option brings Mastercard's security technology to online payments, so your consumers will feel as secure and confident paying online as they do in stores.

Why should my consumers use Click to Pay?

Mastercard Click to Pay features the latest security and payment technology so your consumers can check out quickly and securely without a password.

Mastercard Click to Pay protects consumer payment information with multiple layers of security and provides a consistent, frictionless online checkout experience across all participating merchants.

Merchant FAQs

What are the benefits of implementing Click to Pay?

Implementing Click to Pay can help increase your approval rates, leading to potentially higher conversion rates and a better consumer experience.

How? Click to Pay creates a convenient, consistent online checkout experience. Your consumers will find a recognisable icon across merchants and devices, streamlining checkout. Also, they'll know their purchases are protected by advanced payment technology – with no need to remember a password.

How much does Click to Pay cost?

Click to Pay is free for your consumers, but merchant development costs may apply.

How is Click to Pay different from other online payment solutions?

Click to Pay is a faster, smarter way to pay that takes the hassle out of paying online, letting your consumers securely access their information at checkout without a password. Instead, this innovative checkout option uses advanced payment technology and intelligent security that works across channels and devices.

How do we begin accepting Mastercard?

It's easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a merchant account with a bank or one of its agents. 

How can I download the Mastercard brand mark for use on our website?

Electronic versions of the Mastercard brand mark are available for download from the Mastercard Brand Centre.

How do we start accepting card and digital payments?

Learn here about accepting electronic payments.

How can I accept e-Commerce payments?

Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a Web site, add a shopping cart function and enhance the security of your site and transactions.

What's an acquirer and why do we need one?

Also referred to as a merchant bank, an acquirer is a financial institution licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers either sell their processing services directly to merchants or hire agents to sell on their behalf. These agents must be registered with Mastercard and clearly identify the Mastercard issuing bank they represent on their business cards and stationery. The merchant agreement should also clearly identify the name of the bank.

What's the difference between an acquirer and a payment facilitator?

A payment facilitator is a merchant of record who facilitates transactions on behalf of a sub-merchant. An acquirer is the bank or financial institution that processes credit and/or debit payments for a merchant.

What's an interchange rate?

Interchange is a small fee typically paid by acquirers (retailer’s bank) to issuers (cardholder's bank), to recognise the value delivered to retailers, governments and consumers by accepting electronic payments. Learn more about Mastercard interchange rates.

Will I incur any cost to accept payments?

Your acquirer/payment facilitator will provide you with information about costs.

What are the benefits of accepting Mastercard?

Whether you're a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:

• Increased Sales
  Consumers spend more when they're not constrained by cash on hand. You may see increased purchases of higher-margin products as well as specialty items. And customers may visit your store more often.
• Higher Customer Satisfaction
  Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay - including by credit or debit card. Happier customers are more loyal customers.
• Faster Checkout
  You'll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write checks.
• Improved Efficiency
  Card transactions are conducted electronically. These paperless payments can save you time and money by minimising cash handling and payment reconciliation, giving you more time to do more important things - like managing and growing your business.
• Safety
  With lower volumes of cash, you're less vulnerable to theft and pilfering.
• Currency Conversion
  Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in UK Sterling, that's how you'll be paid.

Who do I call if I have a problem with my point-of-sale terminals?

Contact your acquirer or payment facilitator if you have a question related to your terminals.

How can I apply for a Mastercard for my business?

Mastercard does not issue cards directly, please contact your chosen financial institution to apply for a card.

I work in law enforcement and I'm investigating a fraud case, whom can I speak with?

Please email our Law Enforcement Support Centre. Please do not include full card numbers in the email; provide only the first 6-digits. We'll respond to your inquiry within 72 hours.

Please also be advised that Mastercard® does not maintain accounts or establish individual customer relationships with cardholders. While banks and financial institutions do issue cards branded with the Mastercard name and mark under a license from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution. As a result, any account information is maintained by the bank or financial institution that issues the Mastercard, including periodic statements, disclosures and communications to the cardholder.

Where can I get Mastercard logos?

Downloadable logo artwork, usage guidelines and decals to order are available at the Mastercard® Brand Centre.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programmes such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymising data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

Does Mastercard comply with the GDPR?

Yes, in fact we’ve embraced the change as an opportunity to examine our data practices – ultimately deciding to go further and implement key consumer protections from the GDPR to our individual users around the globe. For instance, we will soon make our online portal available globally, so that individuals everywhere will be able to access, correct, modify or move their personal information. Find out about our approach to GDPR compliance in the EU GDPR FAQ page.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally.  In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system.  For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you; you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

I'm a retailer. What is Mastercard SecureCode?

Mastercard SecureCode is a global programme designed to provide online retailers with the added security of having issuing banks authenticate their cardholders when shopping.

Mastercard Identity Check is our new and improved payment authentication programme based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior programme benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What do I do if I'm having problems accessing mastercard.co.uk?

If you encounter problems with mastercard.co.uk, please try an alternate browser or update your browser to the latest version. This site is optimised for the following browsers:

• Google Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

What is Mastercard Click to Pay?

Mastercard Click to Pay provides a password-free online checkout option featuring advanced payment technology and intelligent security. Your consumers can look for the Click to Pay icon to experience the future of secure, convenient online checkout where Mastercard is accepted.

Is Mastercard Click to Pay secure?

Mastercard Click to Pay uses advanced payment technology and intelligent security that help recognise your consumers at checkout. It also leverages behavioural analytics and biometrics to confidently identify legitimate consumers in real time with reduced friction.

For additional security, a one-time verification is always required to update personal information. Your consumers may need to provide a one-time verification code to access their Mastercard Click to Pay profile.

How do my consumers create a Mastercard Click to Pay profile or add a card?

There are several convenient ways to create a Click to Pay profile or add a card. Your consumers can:

• Create a profile or add a Mastercard at mastercard.com/clicktopay
• Create a profile or add a Mastercard at checkout when they see the Click to Pay icon where Mastercard is accepted
• Enrol through their bank when they see the Click to Pay icon

To add cards from payment brands other than Mastercard, visit that payment brand’s site directly.

How and where do consumers use Click to Pay?

This secure, convenient online checkout option is designed to work across devices and web browsers.

Consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted.

They simply select the checkout button where they see the Click to Pay icon, select their card and complete the purchase.

Which payment methods does Click to Pay support?

Your consumers can use all Mastercard credit, debit and prepaid payment methods. Card usage and availability of other network cards may vary. However, each merchant decides which payment brands to accept.

Is Click to Pay for online payments only?

Yes. This new online checkout option brings Mastercard's security technology to online payments, so your consumers will feel as secure and confident paying online as they do in stores.

Why should my consumers use Click to Pay?

Mastercard Click to Pay features the latest security and payment technology so your consumers can check out quickly and securely without a password.

Mastercard Click to Pay protects consumer payment information with multiple layers of security and provides a consistent, frictionless online checkout experience across all participating merchants.

Issuer FAQs

How can I offer Click to Pay to my consumers?

Click to Pay is designed to work with major payment methods across credit, debit and prepaid cards.

How does Click to Pay help financial institutions?

Click to Pay helps financial institutions better manage authentication and risk by leveraging EMV standards to make online payments more secure.

Click to Pay also deepens consumer relationships by empowering your consumers to take control of their stored online payment credentials through your mobile banking app or website.

Your consumers can experience the future of secure, convenient online checkout by looking for the Click to Pay icon where Mastercard is accepted or by visiting mastercard.com/clicktopay.

I work in law enforcement and I'm investigating a fraud case, whom can I speak with?

Please email our Law Enforcement Support Centre. Please do not include full card numbers in the email; provide only the first 6-digits. We'll respond to your inquiry within 72 hours.

Please also be advised that Mastercard® does not maintain accounts or establish individual customer relationships with cardholders. While banks and financial institutions do issue cards branded with the Mastercard name and mark under a license from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution. As a result, any account information is maintained by the bank or financial institution that issues the Mastercard, including periodic statements, disclosures and communications to the cardholder.

Where can I get Mastercard logos?

Downloadable logo artwork, usage guidelines and decals to order are available at the Mastercard® Brand Centre.

What is Mastercard Send?

Mastercard Send is a payment service that allows financial institutions, fintechs, digital customers and other businesses to send real-time payments to UK bank accounts and also to receive payments by the same means. Mastercard Send will connect to the Faster Payments network enabling a variety of use cases such as peer-to-peer (P2P) payments and business-to-consumer (B2C) disbursements.

Why is Mastercard offering these services?

Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. Mastercard Send aims to make payments easier, safer and more efficient for all parties.

How does a Send transaction work?

While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any bank account via a debit card regardless of the brand.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programmes such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymising data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

Does Mastercard comply with the GDPR?

Yes, in fact we’ve embraced the change as an opportunity to examine our data practices – ultimately deciding to go further and implement key consumer protections from the GDPR to our individual users around the globe. For instance, we will soon make our online portal available globally, so that individuals everywhere will be able to access, correct, modify or move their personal information. Find out about our approach to GDPR compliance in the EU GDPR FAQ page.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally.  In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system.  For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you; you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.