MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. The Card is issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to licence by MasterCard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).

Virtual Prepaid and Prepaid Card Terms and Conditions


These terms and conditions apply to your Prepaid Card. You must read them carefully.

In these terms and conditions “Prepaid Card” means the WEX Europe Prepaid MasterCard® Card which has been issued to you or to your Organisation for your use, and any additional, secondary or companion cards issued to you or your Organisation.
“Denominated Currency” means pounds sterling, Euros, or US Dollars, depending on the denomination of the Prepaid Card.
“Organisation” means your organisation or employer as applicable where they have applied for a Prepaid Card for use by you.
“Lost or Stolen Card Contact Number” means our standard telephone numbers below, or for our text service 60777 from your registered mobile or +44 7786 200 690 from outside the UK.
“You” means the named Prepaid Card holder and the authorised user of the Prepaid Card and any additional, secondary or companion Prepaid Cardholders.
“We”, “us” or “our” means Wirecard Card Solutions or WEX Europe acting on its behalf in its capacity as Co Brand Partner.
“Website” means our website at
You can download a copy of these Terms and Conditions at any time from our Website.

“Contact Details”: if there is anything you do not understand or agree with please contact us using our Contact Details:
- Telephone: 0845 200 3778 or + 44 203 059 1207 from outside the UK;
- Mailing address: WEX Europe, PO Box 60826, London W6 6GB, United Kingdom;
- Email:

  1. Your WEX Europe Prepaid MasterCard® Card
  2. Applying for and activating your Prepaid Card
  3. Loading your Prepaid Card
  4. Using your Prepaid Card
  5. Authorising Transactions
  6. Cancellation and expiry of your Prepaid Card
  7. Keeping your Prepaid Card secure
  8. Lost and stolen Prepaid Card and unauthorised or incorrectly executed payments
  9. Our liability
  10. Your right to a refund
  11. Changes to these terms
  12. The Fees and Limits
  13. Your details
  14. Data protection
  15. Disputes with retailers
  16. Communication
  17. Complaints
  18. Compensation
  19. Assignment
  20. Transfer to a new prepaid card
  21. Governing law
  22. Fund Protection
  23. Prepaid Card issuer

1. Your WEX Europe Prepaid MasterCard

You can use the Prepaid Card at any location that displays the MasterCard, including shops, restaurants, online, or on the telephone. You can also use your Prepaid Card overseas. Before using the Prepaid Card you need to make sure there are enough funds loaded on it. You will not be able to use your Prepaid Card after its expiry date.

Your Prepaid Card is not a credit card and is not in any way connected to your bank account. You will not earn any interest on any funds loaded on your Prepaid Card.

2. Applying for and activating your Prepaid Card

To apply for our Prepaid Card you must be at least 18 years old and a UK resident. We may ask to see the evidence you or your Organisation hold to evidence who you are and your address. We may ask documentary evidence to prove this and/or we may carry out checks on you electronically. Such evidence may be provided on your behalf by your Organization.

In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency who may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.

Please refer to our Website for all loading options, or refer to the “Loading your Prepaid Card” section below.

By using the Prepaid Card you are agreeing to these terms and conditions.

3. Loading your Prepaid Card

Funds can be loaded to your Prepaid Card by you or your Organisation as applicable. Limits apply to the number of times your Prepaid Card may be loaded in a day and certain minimum and maximum load limits apply, such limits are detailed in Section 12. We reserve the right to refuse to accept any particular loading transaction.

Once we have received the funds from you or your Organisation, your funds will be available for use without delay. Funds loaded via standard bank transfers may take up to 3 working days to clear. Your Organisation may also load funds onto your Prepaid Card real time if we have given them the necessary authority levels to do this.

A Load/Reload fee may apply for each load/reload that you make. Please see Section 12 below for details of when a Load/Reload fee will apply and how much it will be.

4. Using your Prepaid Card

You can use Prepaid Card worldwide anywhere the MasterCard Acceptance Mark is displayed, as well as over the telephone and online, as long as you have sufficient funds on your Prepaid Card. Cash can be accessed 24/7 at ATMs wherever the MasterCard Acceptance Mark is displayed.

Limits apply to daily cash withdrawal (ATM) transactions, and other limits may be applied to the amount of spend and the number of transactions you can perform for your protection. These limits can be found in Section 12 and on our Website. Detailed instructions on how to use your Prepaid Card are found on the Website. You will need to follow these instructions when using your Prepaid Card.

All payments made using your Prepaid Card shall be in its Denominated Currency. If you are paying for goods and services in another currency, the amount payable shall be converted at the MasterCard conversion rate at the time they process your transaction , and a Foreign Currency Fee will apply, see Section 12. When loading your Prepaid Card and paying in another currency, the applicable exchange rate will be shown at the time of the transaction.

We will deduct the value of your transactions from the balance on your Prepaid Card as soon as they are made. We will also deduct any applicable fees as soon as they become payable by you, see our Fees section below for details of our fees.

The Prepaid Card belongs to us. We may ask you to stop using your Prepaid Card and return it to us or destroy it. We may at anytime suspend, restrict or cancel your Prepaid Card or refuse to issue or replace a Prepaid Card for reasons relating to the following:
we are concerned about security of your account or Prepaid Cards we have issued to you;
we suspect your account is being used in an unauthorised or fraudulent manner;
or we need to do so to comply with the law.

If we do this, we will tell you as soon as we can or are permitted to do so after we have taken these steps. We will issue you with a replacement Prepaid Card if after further investigations we believe that such circumstances no longer apply.

Like other payment cards, we cannot guarantee a retailer will accept your Prepaid Card. We may also refuse to pay a transaction:
if we are concerned about security of your Prepaid Card or we suspect your Prepaid Card is being used in an unauthorised or fraudulent manner;
if sufficient funds are not loaded on your Prepaid Card at the time of a transaction to cover the amount of the transaction and any applicable fees;
if there is an outstanding Shortfall on the Prepaid Card in accordance with condition 12;
if we have reasonable grounds to believe that you are acting in breach of this agreement;
if we believe that a transaction is potentially suspicious or illegal (for example, if we believe that a transaction is being made fraudulently);
or because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions.

If we refuse to authorise a transaction, we will, if practicable, tell you why immediately unless it would be unlawful for us to do so. You may correct any information we hold and which may have caused us to refuse a transaction by contacting us on 0845 200 37786 or +44 203 059 1207 from outside the UK.

5. Authorising Transactions

Subject to the features of the particular Prepaid Card, the authorisation of a transaction can include authorising any single transaction, a series or recurring transactions (including transactions for an indefinite period) or pre-authorising future transactions of a certain or uncertain amount.
A Prepaid Card transaction will be regarded as authorised by you where you authorise the transaction at the point of sale by following the instructions provided by the merchant or retailer to authorise the transaction, which includes:
entering your PIN or providing any other security code;
signing a sales voucher;
providing the Prepaid Card details and/ or providing any other details as requested;
waving or swiping the Prepaid Card over a card reader;
insert a Prepaid Card and enter your PIN to request a cash withdrawal at an ATM;
make a request for a cash advance at any bank counter;

Authorisation for a transaction may not be withdrawn (or revoked) by you after the time we have received it. However, the following transactions may be withdrawn if you give notice to the supplier (providing a copy of the notice to us):
any transaction which is agreed to take place on a date later than the date it was authorised as long as notice was provided no later than the close of business on the business day before it was due to take place.
We may charge you a fee if a transaction is revoked by you under this condition.

We will pay the funds required by the retailer or merchant to cover the transactions wuthorised by you within 3 days of us receiving their request. A transaction (payment order) will be received as follows:
A transaction (the payment order) will be received as follows:
for purchases and ATM transactions, at the time we receive the transaction settlement instruction from the merchant acquirer or ATM operator;
for other transactions which are communicated directly to us, at the time you ask us to complete the transaction.
If, in relation to other transactions communicated directly to us other than purchases and ATM transactions at the time you ask us to complete the transaction, then the transaction instruction or request will be deemed to have been received by us on the following business day.

6. Cancellation and expiry of your Prepaid Card

You have a legal right to cancel your Prepaid Card up to 14 days after you receive the Prepaid Card without being charged the Redemption Fee – this 14 day period is known as the “Cooling-Off Period”. Under these terms and conditions, you also have the right to cancel your Prepaid Card at any time after the 14 day Cooling-Off Period without notice and any funds remaining on your Prepaid Card will be returned to you or your Organisation within 5 working days subject to satisfactory checks being completed.

We may also cancel your agreement for any reason by giving you at least 2 month’s notice:
if you break an important part of this agreement, or repeatedly break the agreement and fail to resolve the matter in a timely manner;
if you act in a manner that is threatening or abusive to our staff, or any or our representatives;
if you fail to pay fees or charges that you have incurred or fail to put right any shortfall;
in the event of your death.

We may also cancel this agreement or suspend your Prepaid Card or account immediately if we believe your Prepaid Card is deliberately being used by you to commit fraud or for other illegal purposes. If we do this we will tell you as soon as we are permitted to do so.

If we cancel your Prepaid Card you must tell us what you want us to do with any unused funds within 3 months of the date we tell you your Prepaid Card is cancelled.
We can return the funds to the loading source, to the bank account in the same name as the Prepaid card account. Please note we will need to verify your identity in order to satisfy Anti-Money Laundering requirements. If your Prepaid Card is linked to your Organisation, it will be cancelled if you leave your current employment and you must ensure that the Prepaid Card is returned to your Organisation or destroyed. You must not use the Prepaid Card after you leave your organisation and you will be liable for any funds spent on the Prepaid Card after this time and you agree to pay us for any amount outstanding.

If your Prepaid Card is cancelled, we will immediately block your Prepaid Card so it cannot be used. You will not be entitled to a refund of money you have already spent on transactions authorised, or pending or any fees for use of the Prepaid Card before the Prepaid Card is cancelled or expires. You can cancel your Prepaid Card by sending an email to us using the “contact us” function on the Website, and confirming that you have destroyed your Prepaid Card.

If you cancel your Prepaid Card, once all transactions and fees have been deducted, we will arrange for any unused funds to be refunded to you, see “Your Rights to Redemption of Funds and Refunding of Transactions on your Prepaid Card ” section below for further information. A Redemption Fee may be charged (see Fees section below) unless you have arranged to transfer any unused funds to another Prepaid Card managed by us, or you cancel your Prepaid Card within 14 days of receiving it.

Your Prepaid Card will be valid for the period ending on the expiry date set out on your Prepaid Card. Shortly before expiry of your Prepaid card, we will contact you to ask whether you require a replacement card. If you promptly confirm to us that you wish to receive a replacement card, then subject to receiving acceptable evidence of identity from you, we will issue a replacement card before expiry of your card. When we issue a replacement prepaid card we may charge a fee. Please see section 12 for a summary of fees. If we do not issue you with a replacement Prepaid Card, this agreement will terminate when your Prepaid Card expires issued under this agreement expires.

7. Keeping your Prepaid Card secure

You should treat your Prepaid Card like cash. If it is lost or stolen, you may lose some or all of your money on your Prepaid Card, in the same way as if you lost cash in your wallet or purse. As a result, you must keep your Prepaid Card safe and not let anyone else use it.
If you are issued with a PIN, you must keep it secret at all times. You should memorise the PIN, destroying the notification and never disclose the PIN or security information to anyone. If you suspect that someone else knows your PIN, you should change it as soon as possible. You can change your PIN to something more memorable at most ATM machines by following the on screen instructions.

We recommend that you check the balance on your Prepaid Card regularly online at the Website. We will provide you with your Prepaid Card balance and a statement of recent transactions either by electronic means or on our secure webpage at any time. Your statement will show:
information relating to each Prepaid Card transaction which will enable it to be identified;
the amount of the Prepaid Card transaction shown in the currency in which the transaction was paid or debited to the account;
the amount of charges for the transaction;
the date the transaction is authorised or posted on to the account

Your Passcode / Access code is needed to activate your Prepaid Card or access your Prepaid Card details on the Website. When you are issued with your Passcode/Access code you must immediately memorise it and delete the text or email notification. Do not write it down or share it with anyone.

8. Lost and stolen Prepaid Card and unauthorised or incorrectly executed payments

If you know or suspect that your Prepaid Card is lost or stolen, or that the PIN or password is known to an unauthorised person, or if you think a transaction has been incorrectly executed you must tell us without undue delay by calling us on 0845 200 3778 or +44 203 059 1207 from outside the UK.

You can also report your Prepaid Card lost or stolen via our Website or via text message 24 hours a day, simply text CARD STOP STOLEN or CARD STOP LOST to our Lost or Stolen Card Contact Number. In addition, you can ask your Organisation to block your Prepaid Card.

Your maximum liability for any unauthorised transactions on your Prepaid Card is £50, unless the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your Prepaid Card or PIN secure or by failing to notify us and without delay on becoming aware of the loss, theft, misappropriation or unauthorised use of the payment instrument), in which case you may be liable for any loss we suffer because of the use of the Prepaid Card.

Provided you have not acted fraudulently we will refund the amount of any transactions which our investigations show are not authorised by you arising after you notify us of the loss, theft, misappropriation or unauthorised use of your Prepaid Card.

However, if the investigations show that any disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence (for example by failing to keep your Prepaid Card or PIN secure), you may be liable for any loss we suffer because of the use of the Prepaid Card.

9. Our liability

We will not be liable for any loss arising from:
any cause which results from abnormal or unforeseen circumstances beyond our control, consequences which would have been unavoidable despite all our efforts to the contrary; or
a retailer refusing to accept your Prepaid Card; or
our compliance with legal and regulatory requirements;
us suspending, restricting or cancelling your Prepaid Card or refusing to issue or replace it in accordance with Clause 4 above;
loss or corruption of data unless caused by our wilful default.

From time to time, your ability to use your Prepaid Card may be interrupted, e.g. when we carry out maintenance. If this happens, you or your Organization may be unable to load your Prepaid Card, you may be unable
(a) to use your Prepaid Card to pay for purchases or obtain cash from ATMs and/or
(b) to obtain information about the funds available in your Prepaid Card and/or about your recent Prepaid Card transactions.
We will not be liable for any loss arising from such interruptions.

We are also not liable for:
business interruption, loss of revenue, goodwill, opportunity or anticipated savings;
any indirect or consequential loss arising from your total or partial use or inability to use your Prepaid Card, or the use of your Prepaid Card by any third party;.

10. Your Rights to Redemption of Funds and Refunding of Transactions on your Prepaid Card

Redeeming the funds on your Prepaid Card

You have the right to redeem the funds on your prepaid card at any time in whole or in part. To do so, please either send us an e-mail using the “contact us” facility on the Website, or contact us by telephone on 0845 200 3778 or +44 203 059 1207 from outside the UK, requesting redemption and indicating the amount to be redeemed. If you request redemption of all funds on your Prepaid Card, please confirm in writing that you have destroyed your Prepaid Card by cutting it up. When we process your redemption request, we may require you to provide us with documents such as identification so that we may process your request in accordance with legal requirements. We may also charge a redemption fee if one of the following circumstances applies:

  • You are requesting redemption before termination or expiry of this agreement;
  • You cancel this agreement before any agreed termination or expiry date; or
  • You request redemption more than one year after the date of termination or expiry of this agreement

Please see section 12 for a summary of fees including redemption fees. We will not redeem the value of the funds on your card to you if your request for redemption of the funds is more than six years after the date of termination or expiry of this agreement.

All refunds will be returned to your Organisation or you on the payment instrument that you used to fund the Prepaid Card. We reserve the right to see proof of your ownership of the payment instrument before transferring the funds to it. To enable us to comply with our legal obligations, we may ask you to provide us with certain information before we can process your refund request.

Where the currency of the refund amount is different to the currency of the payment instrument that you used to fund the Prepaid Card we will convert this before we refund you. Please note that exchange rates vary and also contain a buy / sell spread and therefore the exchange rate on any refund you receive will differ from the rate when you loaded onto your Prepaid Card. We will apply our standard rate on the day and will inform you of the exchange rate at the time of the refund.

Refunding Transactions

You may be entitled to claim a refund in relation to transactions where:
the transactions was not authorised under this agreement;
we are responsible for a transaction which was incorrectly executed notified us in accordance with section 8 above;
a pre-authorised transaction did not specify the exact amount at the time of its authorisation and the amount charged by a supplier is more than you could reasonably have expected taking into account normal spending patters on the Prepaid Card or the circumstances of the transaction. A claim for a refund in the circumstances set out above will not be accepted if the amount of the transaction was made available to you at least 4 weeks before the transaction date or if the claim is made more than 8 weeks after being debited to your account.

We were notified of the unauthorised/incorrectly executed transaction within 13 months of the debit date.

11. Changes to these terms

We may change these terms by notifying you by e-mail or other agreed means at least 60 days before the change is due to take effect. The notices and up-to-date version of the Prepaid Card terms and conditions will always be available on the Website. You should check the Website regularly for such notices and changes.You will be taken to have accepted the notified change unless you tell us that you do not agree to the change prior to the change being effective.. In that event, we will treat that notice as notification that you wish immediately to terminate. In such circumstances we will refund any balance on the Prepaid Card in accordance with section 10 above and you will not be charged a Refund Fee.
We may make immediate changes to the exchange rate used to convert foreign transactions between two currencies as applicable.

For all transactions made in a foreign currency you can find out what the applicable exchange rate was at the time of the transaction via the MasterCard website

12. The Fees and Limits

We do not charge any fees for checking your on-line balance and transactions. Fees apply to the use of the Card, for details of the fees that apply contact your employer

The following load limits apply to the usage of the card:

Load Limits
Minimum Load Amount GBP 10; EUR 10; USD 10
Maximum Load Amount GBP 10,000; EUR 12,000; USD 15,000
Maximum Card Balance GBP 10,000; EUR 12,000; USD 15,000
Maximum number of loads per day 2

The following maximum spend limits apply to the usage of the card:

Spend Limits
Purchases per day GBP 10,000; EUR 12,000; USD 15,000
ATM Cash Withdrawals per day GBP 500; EUR 625; USD 750
ATM Cash Withdrawals per transaction GBP 500; EUR 625; USD 750
Purchases per four days GBP 10,000; EUR 12,000; USD 15,000
ATM Cash Withdrawals per four days GBP 1400; EUR 1750; USD 2100

When you use your Prepaid Card at an ATM, you may also be subject to applicable fees, surcharge rules and regulations of the relevant ATM, or other financial institution or association.

If we decide to increase or impose any new fees, we will tell you by e-mail, text, or post, at least two months before any changes take effect. Authorisation will be requested for all transactions at the time of each transaction. In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the Prepaid Card for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by you unless it is due to an error on the part of the retailer where the Prepaid Card was presented, in this circumstance we may seek the Shortfall from the retailer.

You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount. We may charge the amount of the shortfall from any other Prepaid Cards that you hold with us, to any other payment method which you may designate at that time, or any payment methods you may have used in the past or have registered with us, or against any funds which you may subsequently load onto your Prepaid Card or on any additional Prepaid Card ordered by you. Until we are reimbursed the Shortfall amount, we may suspend your Prepaid Card and any additional Prepaid Cards connected to you. In addition, we reserve the right to charge you an Administration Fee for each transaction that you make using your Prepaid Card that results in a Shortfall or increases the Shortfall amount on your Prepaid Card. Alternatively, we may seek to recover any Shortfall directly from your Organisation who requested the Prepaid Card on your behalf.

13. Your details

You must let us know as soon as possible if you change name, address, phone number or e-mail address. If we contact you in relation to your Prepaid Card, for example, to notify you that we have cancelled your Prepaid Card or to send you a refund by cheque, we will use the most recent contact details you have provided to us. Any e-mail to you will be treated as being received as soon as it is sent by us. We will not be liable to you if your contact details have changed and you have not told us.

14. Data protection

In purchasing the Prepaid Card and using it, you agree that we can use your personal information in accordance with our Privacy Policy. Our Privacy Policy is set out on our Website, it includes details of the personal information that we collect, how it will be used, and who we pass it to. You can tell us if you don’t want to receive any marketing materials from us.

15. Disputes with retailers

If you have any disputes about purchases made using your Prepaid Card, you should settle these with the person you bought the goods or services from. We are not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with your Prepaid Card. Remember that once you have used your Prepaid Card to make a purchase we cannot stop that transaction.

16. Communication

If you have an enquiry relating to your Prepaid Card, you can call our customer service telephone line on 0845 200 3778 or +44 203 059 1207 from outside the UK. Standard BT rates will apply to calls to the 0845 number from a fixed UK BT landline. Call costs from other networks may vary.

17. Complaints

The Prepaid Card programme is managed by WEX Europe as Co-Brand Partner. If you are unhappy in any way with your Prepaid Card or the way it is managed, tell us by contacting us using our Contact Details so we can investigate the circumstances for you. Details of our complaints procedure can also be obtained on our Website. Any complaints you have will be dealt with quickly and fairly. You may be able to take unresolved complaints to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 and e-mail:

18. Compensation

The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Conduct Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Prepaid Card. This means that in the unlikely event that Wirecard Card Solutions becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.

19. Assignment

We may assign the benefit and burden of these terms and conditions to another company at any time, on giving you 2 months prior notice of this. If we do this, your rights will not be affected

20. Transfer to a new prepaid card

We may transfer your unused balance to a new Prepaid Card provided by a Prepaid Card issuer other than Wirecard Card Solutions at any time. Before we do this, we will give you at 2 months notice of the new Prepaid Card arrangements and the new Prepaid Card terms and conditions. Unless you advise us within the 2 month period that you do not want a new Prepaid Card from the new Prepaid Card issuer, you agree that we can automatically transfer the unused balance on your Prepaid Card to a new Prepaid Card provided by the new Prepaid Card issuer.

21. Governing law

This Agreement is concluded in English. All communications with you will be in English. These terms and conditions will be governed by English law and English courts will deal with any legal proceedings between us.

22. Fund Protection

As a responsible e-money issuer, Wirecard Card Solutions ensures that once it has received your funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by your Prepaid Card. In the event that Wirecard Card Solutions becomes insolvent funds that you have loaded which have arrived with and been deposited by Wirecard Card Solutions are protected against the claims made by creditors.

23. Prepaid Card issuer

Please note, Newcastle Building Society (NBS), the original issuer of the WEX Europe Expense MasterCard® Prepaid Card, has transferred its Prepaid Cards Division to Wirecard Card Solutions Limited (WDCS). WDCS, authorised and regulated by the Financial Conduct Authority in the UK and covered by the Financial Ombudsman Service, is the new issuer of your card. The Terms and Conditions and any fees relating to your card remain unchanged. This also does not affect the status of your card or statutory rights in any way. Should you have any queries regarding this matter don’t hesitate to contact us, Mon-Fri, 9am-5pm on 0845 508 4579 or email

For foreign exchange services we use Currencies Direct which is registered with HM Revenues & Customs (Registration number 12132225).