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FAQ's
Please click on the section you want to find out more about.
Pack Cost, Fees and Tariffs
-
How much does my Times eccount and MasterCard® Prepaid Card cost?
It costs only £12.00 to buy the Times eccount and Mastercard® Prepaid Card
-
What tariffs are available?
When you buy your eccount and prepaid card you can choose from two tariffs – Pay As You Go, or Pay Monthly.
-
Pay As You Go
When you choose the Times Pay As You Go tariff, you pay a fee for each purchase and ATM withdrawal you make, which is automatically deducted from your card balance on top of the amount that you’ve spent or withdrawn. The fees are 2.95% per purchase transaction, and 1.5% per ATM withdrawal; the minimum you’ll pay is 99p, and the maximum is £1.50. If you travel abroad the fee is still 2.95% on purchase transactions, and the ATM fee is £2.25.
-
Pay Monthly
When you choose the Pay Monthly tariff you pay a flat rate of £4.99 per card on your eccount each month, but you don’t pay any fees at all for purchase transactions, and ATM withdrawals are only 50p. If you travel abroad, your purchase transactions remain unlimited, and ATM withdrawals are £2.25. The first £4.99 monthly fee will be deducted when you make the first load into your Times eccount. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please call Customer Care.
Please note that you cannot switch tariff once you have signed up.
-
Where can I find a list of the fees I will be charged?
You’ll find the fees & charges listed here on the website, in our information booklet, user guide and in our terms and conditions. You can also call Customer Care for a copy.
-
Will I be paid interest?
Your Times card is a prepaid card and subject to e-money regulations, interest is not paid on this product.
Activating Your Times Card
-
How do I activate my card?
Your Times MasterCard® Prepaid Card is automatically activated when we send it out to you. Simply call our secure automated PIN retrieval service on the number provided on your welcome letter to obtain your PIN, then Top-up your card and it’s ready to use.
-
How do I get additional Times cards for my family, dependants or friends?
It’s as simple as buying them online and activating them. You can have multiple cards for your friends and family on your Times eccount and it’s very easy to manage them. Find out more
Your PIN
-
How do I get my PIN?
Just call our secure automated PIN retrieval service and follow the 5 easy steps:
- Call 020 7070 4902
- Enter your eccount number
- Enter the last 4 digits of your card number
- Enter security code supplied during registration
- Memorise the PIN that is read out by our automated system.
-
Can I change my PIN?
It makes good sense to change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATM machines in the UK. All you do is insert your Times card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will pop-up on the screen.
Topping-up
-
How do I Top-up my Times card?
We’ve made topping-up as simple as possible. You can Top-up with cash at any of the 2,000 selected high street bank branches using the paying-in book provided, online by bank transfer or at any of over 17,500 PayPoint locations with your card – see the PayPoint top-up locator on the PayPoint page. cheques are not accepted to Top-up your prepaid card.
-
Will I be charged for additional paying-in books?
No – additional paying-in books are FREE.
-
Can my employer pay my wages directly onto my card?
Yes, they can. And it’s a great way to Top-up. Call Customer Care for full details on how to set up a standing order or bank transfer, they will email you with a simple form to complete for your employer’s records.
Using Your Times Card to withdraw and Make Purchases
-
Where can I withdraw cash?
You can get cash at any ATM that carries the MasterCard® acceptance mark. There are over 1.2 million ATMs worldwide. To find one, just use our ATM locator.
-
How much cash can I withdraw with my card each day?
The maximum amount you may withdraw per day from ATMs in the UK is £500. If you’re withdrawing cash from an ATM abroad the maximum withdrawal amount is subject to the country’s limits.
-
Can I use my Times card to get cash from a bank counter?
No, but you can use an ATM.
-
Can I use my Times card to make purchases?
Yes, as long as you have sufficient balance on your card, you can shop online, by phone, mail order and in-store to make purchases.
-
Are there any outlets where I may not be able to use my Times card?
You may not be able to use your Times MasterCard® Prepaid Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount balance. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.
-
What address should I give when I purchase goods online, by mail order or by phone?
The billing address should be the address registered by the primary cardholder even if you’re the authorised user.
-
What is a pre-authorisation?
A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take a few days for you to receive the balance as a refund into your eccount.
My Money
-
How do I check the available money on my card?
If you have registered your mobile number with us, text BAL to 80777 to get a text with your available balance on it. If overseas, text to +44 7781 474 776. You can also check your balance online or by calling our automated service on 020 7070 4909(from overseas dial +44 20 7070 4909).
Checking balances on other cards you may have on your eccount is easy too. Find out how here.
It’s a good idea to keep checking the balance on your Times eccount and you can manage your money very easily, distributing just what you need to your Times MasterCard® Prepaid Card. This is a really great way to ensure you keep your money safe. Find out more about managing your money with the Times eccount.
Transaction Authorisation
-
How are my transactions authorised?
Retail outlets request authorisation via MasterCard®. We’re linked to MasterCard® via a processor that will verify you have available balance, if there isn’t enough on your card, the transaction will be declined. If approved, the money is paid over to MasterCard from the sealed eccount for settlement to the Merchant. At all times, only you or a designated person can see the balance available on your eccount.
-
What if I want to cancel a transaction or card authorisation?
If you decide to cancel a transaction that has already been authorised, it may take a few days before your money can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.
-
When are transactions declined?
Transactions can be declined if the retailer can’t verify online that you have enough money in your eccount to cover the value of the transaction – including applicable charges – that you’re making.
Card Security
-
Safe alternatvie to cash
One of the great things about the Times eccount and MasterCard® Prepaid Card is that it provides security and peace of mind. Using your card is a safe alternative to carrying around cash. However, we recommend that you take as much care of your card as you would with your cash. It’s truly a comforting thought – access to your money in a wide number of places across the globe for day-to-day purchases.
-
Your PIN
- Memorise your Times prepaid card personal identification number (PIN).
- Never write down your PIN or store it in the same place as your card.
- Don’t reveal your PIN to anyone, except a nominated user. If you do, the PIN must be communicated discreetly and then destroyed.
- If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
- For additional security, when using a cash machine, shield the screen and keypad.
-
Online security
Internet shopping is easier and safer than ever before using your Times prepaid card and most well-known retailers run sites that are very safe and highly secure.
You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.
-
In-store
You can use your Times MasterCard® Prepaid Card at over 25 million locations worldwide displaying the MasterCard® acceptance mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.
-
Lost or Stolen
If you lose your card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4278 or +44 (0)20 7101 6599 if overseas. We’ll cancel your Times MasterCard® Prepaid Card and issue you with a replacement within 7-10 days.
You can also send us a text with LOST or STOLEN to 80777 to report your card lost or stolen. This card service is available if you have registered your mobile number with us. Find out more.
-
Peace of mind
Your card is PIN protected. You shouldn’t reveal your PIN to anyone, except when sharing your card abroad with a nominated user. If you do, the PIN must be communicated discreetly and the nominated user must not reveal the PIN to anyone else.
You will never be asked for your PIN by Customer Care.
-
Phishing
We will never send an email to a customer requesting security or any other confidential information about the Times MasterCard® Prepaid Card. If you receive an email claiming to be from the Times, Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be the Times, Tuxedo or Newcastle Building Society website, do not enter your personal or eccount details. The Times, Tuxedo and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or Newcastle. Never reply to any such emails or disclose any personal information on such websites.
If you think you’ve received a fraudulent email that looks like it’s from the Times, Tuxedo or Newcastle Building Society, please forward the entire email including the header and footer to security@thetimesprepaid.co.uk and then delete it from your email account.
Expiry and eccount Closure
-
What do I do when my Times prepaid card expires?
We’ll be in touch, before the expiry date on your card, to confirm whether you require a FREE replacement card.
-
How do I close my eccount?
Simply call Customer Care.
-
Any questions or queries?
If there’s anything else you’d like to know about the Times eccount and MasterCard® Prepaid Card, just contact Customer Care, 9am – 6pm, on: 0845 872 0814 or from overseas dial +44 (0)20 7096 9446.
Please click on the section you want to find out more about.
Pack Cost, Fees and Tariffs
-
How much does my Times eccount and MasterCard® Prepaid Card cost?
It costs only £12.00 to buy the Times eccount and Mastercard® Prepaid Card
-
What tariffs are available?
When you buy your eccount and prepaid card you can choose from two tariffs – Pay As You Go, or Pay Monthly.
-
Pay As You Go
When you choose the Times Pay As You Go tariff, you pay a fee for each purchase and ATM withdrawal you make, which is automatically deducted from your card balance on top of the amount that you’ve spent or withdrawn. The fees are 2.95% per purchase transaction, and 1.5% per ATM withdrawal; the minimum you’ll pay is 99p, and the maximum is £1.50. If you travel abroad the fee is still 2.95% on purchase transactions, and the ATM fee is £2.25.
-
Pay Monthly
When you choose the Pay Monthly tariff you pay a flat rate of £4.99 per card on your eccount each month, but you don’t pay any fees at all for purchase transactions, and ATM withdrawals are only 50p. If you travel abroad, your purchase transactions remain unlimited, and ATM withdrawals are £2.25. The first £4.99 monthly fee will be deducted when you make the first load into your Times eccount. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please call Customer Care.
Please note that you cannot switch tariff once you have signed up.
-
-
Where can I find a list of the fees I will be charged?
You’ll find the fees & charges listed here on the website, in our information booklet, user guide and in our terms and conditions. You can also call Customer Care for a copy.
-
Will I be paid interest?
Your Times card is a prepaid card and subject to e-money regulations, interest is not paid on this product.
Activating Your Times Card
-
How do I activate my card?
Your Times MasterCard® Prepaid Card is automatically activated when we send it out to you. Simply call our secure automated PIN retrieval service on the number provided on your welcome letter to obtain your PIN, then Top-up your card and it’s ready to use.
-
How do I get additional Times cards for my family, dependants or friends?
It’s as simple as buying them online and activating them. You can have multiple cards for your friends and family on your Times eccount and it’s very easy to manage them. Find out more
Your PIN
-
How do I get my PIN?
Just call our secure automated PIN retrieval service and follow the 5 easy steps:
- Call 020 7070 4902
- Enter your eccount number
- Enter the last 4 digits of your card number
- Enter security code supplied during registration
- Memorise the PIN that is read out by our automated system.
-
Can I change my PIN?
It makes good sense to change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATM machines in the UK. All you do is insert your Times card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will pop-up on the screen.
Topping-up
-
How do I Top-up my Times card?
We’ve made topping-up as simple as possible. You can Top-up with cash at any of the 2,000 selected high street bank branches using the paying-in book provided, online by bank transfer or at any of over 17,500 PayPoint locations with your card – see the PayPoint top-up locator on the PayPoint page. cheques are not accepted to Top-up your prepaid card.
-
Will I be charged for additional paying-in books?
No – additional paying-in books are FREE.
-
Can my employer pay my wages directly onto my card?
Yes, they can. And it’s a great way to Top-up. Call Customer Care for full details on how to set up a standing order or bank transfer, they will email you with a simple form to complete for your employer’s records.
Using Your Times Card to withdraw and Make Purchases
-
Where can I withdraw cash?
You can get cash at any ATM that carries the MasterCard® acceptance mark. There are over 1.2 million ATMs worldwide. To find one, just use our ATM locator.
-
How much cash can I withdraw with my card each day?
The maximum amount you may withdraw per day from ATMs in the UK is £500. If you’re withdrawing cash from an ATM abroad the maximum withdrawal amount is subject to the country’s limits.
-
Can I use my Times card to get cash from a bank counter?
No, but you can use an ATM.
-
Can I use my Times card to make purchases?
Yes, as long as you have sufficient balance on your card, you can shop online, by phone, mail order and in-store to make purchases.
-
Are there any outlets where I may not be able to use my Times card?
You may not be able to use your Times MasterCard® Prepaid Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount balance. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.
-
What address should I give when I purchase goods online, by mail order or by phone?
The billing address should be the address registered by the primary cardholder even if you’re the authorised user.
-
What is a pre-authorisation?
A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take a few days for you to receive the balance as a refund into your eccount.
My Money
-
How do I check the available money on my card?
If you have registered your mobile number with us, text BAL to 80777 to get a text with your available balance on it. If overseas, text to +44 7781 474 776. You can also check your balance online or by calling our automated service on 020 7070 4909(from overseas dial +44 20 7070 4909).
Checking balances on other cards you may have on your eccount is easy too. Find out how here.
It’s a good idea to keep checking the balance on your Times eccount and you can manage your money very easily, distributing just what you need to your Times MasterCard® Prepaid Card. This is a really great way to ensure you keep your money safe. Find out more about managing your money with the Times eccount.
Transaction Authorisation
-
How are my transactions authorised?
Retail outlets request authorisation via MasterCard®. We’re linked to MasterCard® via a processor that will verify you have available balance, if there isn’t enough on your card, the transaction will be declined. If approved, the money is paid over to MasterCard from the sealed eccount for settlement to the Merchant. At all times, only you or a designated person can see the balance available on your eccount.
-
What if I want to cancel a transaction or card authorisation?
If you decide to cancel a transaction that has already been authorised, it may take a few days before your money can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.
-
When are transactions declined?
Transactions can be declined if the retailer can’t verify online that you have enough money in your eccount to cover the value of the transaction – including applicable charges – that you’re making.
Card Security
-
Safe alternatvie to cash
One of the great things about the Times eccount and MasterCard® Prepaid Card is that it provides security and peace of mind. Using your card is a safe alternative to carrying around cash. However, we recommend that you take as much care of your card as you would with your cash. It’s truly a comforting thought – access to your money in a wide number of places across the globe for day-to-day purchases.
-
Your PIN
- Memorise your Times prepaid card personal identification number (PIN).
- Never write down your PIN or store it in the same place as your card.
- Don’t reveal your PIN to anyone, except a nominated user. If you do, the PIN must be communicated discreetly and then destroyed.
- If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
- For additional security, when using a cash machine, shield the screen and keypad.
-
Online security
Internet shopping is easier and safer than ever before using your Times prepaid card and most well-known retailers run sites that are very safe and highly secure.
You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.
-
In-store
You can use your Times MasterCard® Prepaid Card at over 25 million locations worldwide displaying the MasterCard® acceptance mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.
-
Lost or Stolen
If you lose your card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4278 or +44 (0)20 7101 6599 if overseas. We’ll cancel your Times MasterCard® Prepaid Card and issue you with a replacement within 7-10 days.
You can also send us a text with LOST or STOLEN to 80777 to report your card lost or stolen. This card service is available if you have registered your mobile number with us. Find out more.
-
Peace of mind
Your card is PIN protected. You shouldn’t reveal your PIN to anyone, except when sharing your card abroad with a nominated user. If you do, the PIN must be communicated discreetly and the nominated user must not reveal the PIN to anyone else.
You will never be asked for your PIN by Customer Care.
-
Phishing
We will never send an email to a customer requesting security or any other confidential information about the Times MasterCard® Prepaid Card. If you receive an email claiming to be from the Times, Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be the Times, Tuxedo or Newcastle Building Society website, do not enter your personal or eccount details. The Times, Tuxedo and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or Newcastle. Never reply to any such emails or disclose any personal information on such websites.
If you think you’ve received a fraudulent email that looks like it’s from the Times, Tuxedo or Newcastle Building Society, please forward the entire email including the header and footer to security@thetimesprepaid.co.uk and then delete it from your email account.
Expiry and eccount Closure
-
What do I do when my Times prepaid card expires?
We’ll be in touch, before the expiry date on your card, to confirm whether you require a FREE replacement card.
-
How do I close my eccount?
Simply call Customer Care.
-
Any questions or queries?
If there’s anything else you’d like to know about the Times eccount and MasterCard® Prepaid Card, just contact Customer Care, 9am – 6pm, on: 0845 872 0814 or from overseas dial +44 (0)20 7096 9446.
Customer Tools
Tell a friend
Know somebody that would be interested in The Times eccount and MasterCard® Prepaid Card? Tell them about it now.
Get FREE balance alerts
Request email or text updates on your Times eccount or card(s) balance at any time. Find out how.
Downloads
To download a copy of the activation form, terms and conditions or the information guide Click Here.
