The Times

• How much does my Times MasterCard® Prepaid Card and eccount cost?

  It costs only £12 to buy the Times Mastercard® Prepaid Card and eccount.

• 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withdrawal you make, which is automatically deducted from your card balance on top of the amount that you’ve spent or withdrawn.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 (please see tuxedo website for clarification if required).

  • 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 it will cost £5 to 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.

• Will I pay any fees if I do not use my PAYG card/eccount?

  
  If you do not use your PAYG card/eccount for a period of 30 days or more, you will incur a £1 admin fee the following month and every month thereafter until your eccount becomes active again.
   

• How do I activate my Times MasterCard® Prepaid Card?

  Your Times 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

• How do I get my PIN?

  Just call our secure automated PIN retrieval service and follow the 5 easy steps:

  1. Call 020 7070 4902
  2. Enter your eccount number
  3. Enter the last 4 digits of your card number
  4. Enter secret number supplied during registration
  5. 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.

•  What is my maximum card/eccount balance?

The maximum combined balance of your card/eccount is £3,000.
 

• 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.

• Can I use my Times Card to guarantee payments or make reservations

  If you are using you card for car hire, hotel reservations, general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request.

  • Some businesses - car Hire and Hotels in particular - may block more funds than you expect to use and this will affect the available balance on your card.
  • The blocked funds will not be available to you to use until the final bill has been settled and cleared via MasterCard.
  • Usually the unspent amount is made available for use within a day or two of payment, however in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited

• Can I use my Card to make purchases using Paypal?

  Yes, however please note that when registering a Times Card on Paypal, a “pre-authorisation” is carried out to ensure your card is valid. A pre-authorisation means blocking a small amount of money on your card (usually less than £2) to check that there is available balance. The pre-authorisation expires after 15 days and is never collected from the card. Therefore in order to register your card on Paypal, please ensure you have a minimum of £2 on your card.

• Are there any outlets where I may not be able to use my Times Card?

  You may not be able to use your Times 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.

• What are Pending Transactions?

Pending Transactions (sometimes called Outstanding Authorisations) are taken into account when calculating the amount you have available to spend on your Times Card.

• What is a Pending Transaction?

A Pending Transaction is a temporary charge held against your eccount (your available funds) relating to:

1. A transaction (purchase or cash withdrawal) you’ve made using your Times Card, which has been authorised for payment, but has not yet reached your eccount.

2. 'Reserved' funds requested by certain retailers. (e.g. upon check-in, some hotels take your Times Card details for an 'authorisation transaction' that reserves enough funds to cover your bill).

3. A payment or cash withdrawal you’ve made to your eccount which has not yet cleared.

• What happens to a pending Transactions?

The Pending Transaction will either turn into a finalised transaction (purchase) or will be removed automatically within 14 days.

• Do I need to do anything if i have a pending transaction on my eccount?

No. Having a Pending Transaction on your eccount is a normal part of the process by which a purchase is charged to your eccount. However, if you think the Pending Transaction may relate to fraudulent use of your card please call us straight away.

• Will my Chip and PIN card be widely accepted abroad?

  
  Yes, your card will be accepted abroad.

  Note: most merchants throughout Europe should be able to accept a Chip and PIN card by 2010. As many cards issued in the USA are Magstripe cards only, ie. do not have a Chip, you may be asked to sign for your purchase without entering your PIN. Merchants may also require some form of photographic identification (eg. passport) before accepting your card.

  ATMs in America accept PIN verification for both Chip and PIN and Magstripe cards. 
   

• How do I check the available money on my Times MasterCard® Prepaid Card and eccount?

  If you have registered your mobile number with us, text BAL to 80777 or +44 7781 474 776 if texting from overseas, to get a text with your available balance on it. You can also check your balance online, using the Mobile eccount service from your mobile phone or by calling our automated service on 020 7070 4909 orl +44 20 7070 4909 if calling from a mobile or overseas.

  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 Prepaid Card and eccount and you can manage your money very easily, distributing just what you need to your 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.

• 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  money on your card, the transaction will be declined. If approved, the money is paid over to MasterCard from your card for settlement to the Merchant. At all times, only you or a designated person can see the balance available on your card

•  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.

if you are on the PAYG tariff, you will be charged a fee of 2.95% (min 50p, max £1.50) for a refund transaction. Pay weekly and pay monthly customers will not be charged.

• When are transactions declined?

  Transactions can be declined if the retailer can’t verify online that you have enough money on your card to cover the value of the transaction – including applicable charges – that you’re making.

• Safe alternatvie to cash

  One of the great things about the Times MasterCard^® Prepaid Card and eccount 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 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.
  • 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 Card at over 26 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 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.

  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 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 NBS website, do not enter your personal or eccount details. The Times, Tuxedo and NBS are in no way involved with this email and the website doesn’t belong to us or NBS. 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 NBS, please forward the entire email including the header and footer to security@eccount.com then delete it from your email account.

• What do I do when my Times MasterCard® 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 Prepaid Card and eccount, just contact Customer Care, 9am – 6pm, on: 0845 872 0814 or  +44 (0)20 7096 9446 if calling from a mobile or overseas.

• When can I contact Customer Care?

  You can contact Customer Care 24 hours a day by sending an email or alternatively call between 9am and 6pm 7 days a week.

• Am I charged for contacting Customer Care?

  Calls to Customer Care will be charged for by the service provider that you use to make the call - some calls however may be free on certain tariff plans. For your call charges, please check with your service provider