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FAQs

Account

How do I report my card as lost or stolen?
To report your card as lost or stolen, please Contact Us
How do I change the name on my account?
To change the name on your account, please email us using this link with a copy of the relevant official name change document (such as deed poll or marriage certificate).
Why do I have a pending transaction?
A transaction can show as pending on your account if it has not yet been completed by the retailer. If a transaction hasn't been successful or the retailer has cancelled it, the relevant funds may remain as pending for up to 15 working days. If you need access to these funds sooner, please email us a copy of the declined confirmation (receipt or email from the retailer) using this link.
How long will a refund take to go through?
Refunds can take up to 7 days to be credited back to your card.
What happens if the item I wish to buy is more than the balance on my card?
Many retailers will accept your card as part payment (at their discretion). If they do, you'll first need to pay the excess amount by other means, so that the amount left outstanding is the same as your available card balance. You can then pay the balance using the funds on your card. Part-payment is not available for online transactions.
Are there any restrictions on where I can use my card?
You can't use your card to obtain cashback or foreign currency; or to pay at any kind of automated payment machine (such as CAT terminals, pay@pump, tolls, and car park or train ticket machines). You also cannot use your card for subscriptions, automated periodic payments or gambling; or for obtaining illegal goods or services. If the use of your card is restricted to specific retailers only, please check your card Terms and Conditions, your card will not be accepted in any Airport store (these stores are franchises and not participating Retailers).
What should I do if I have a negative balance on my card?
If your card has gone in to a negative balance, you will need to reimburse us. We will contact you within two weeks with instructions on how to do this, and may cancel your card. If you notice your card has gone into a negative balance before your hear from us, please Contact Us as soon as possible.
I am under 18 - Can I still use my card everywhere?
If you're under 18, you won't be able to use your card in pubs, bars, nightclubs, some restaurants, wine and beer wholesalers and cigar/tobacco shops. Once you reach 18 this restriction no longer applies.
Can I top up my card with extra money?
If you can see the Top-up option on the website menu after logging in, you'll be able to add funds to your card balance using a debit card registered to the same name and address as your account
What do I do if my top-up didn't work?
You should first contact your debit card provider to see if there is anything that could be stopping your funds from going through. If there is no problem with the payment, then please Contact Us and we will look into this further for you.
If I block my own card, what happens to my partner card?
Don't panic! If under the Terms and Conditions of you card you are issued with a partner card, it will still work, even if your own card is blocked for whatever reason.
How do I change the card used to fund a top up?
You can do this by going to the top up page on the website and completing a top up using the details of the new card that you wish to associate to your account.

Still can't find the answer you're looking for?

Email info@cardholdersvs.com

Telephone 0344 800 6435*

Our customer service agents are available 9am to 6pm, Monday to Friday (excluding public holidays).
You can report your card lost or stolen on this number at any time.

 

Our address is:
Card Services, PO Box 61, Tring, Hertfordshire, HP23 5QZ

*Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs