Help & support
Answers to some of the most common questions our customers ask us.
1. How your Prime Card works
The Prime Prepaid Mastercard® is an instant prepaid Mastercard. It can be used to buy goods and services online, in shops and over the phone. It’s accepted at over 33 million locations worldwide – wherever you see the Mastercard® Acceptance Mark. When you buy a Prime Card, you can load it with up to £200. To increase your limits, upgrade your card here
No. Your Prime Card can be loaded one time only up to £200. You can increase this limit by upgrading your card.
Your card expires when it reaches the expiry date, which is printed on the front of the card. You can then request a replacement card.
Your Prime Card can initially be loaded one time only up to £200 but you can increase this limit to £10,000 per year by upgrading your card.
You can use your Prime Card at ATM machines worldwide if you have successfully upgraded your card. If your card is not upgraded, you cannot withdraw cash from ATM’s. For more information on how to upgrade your card, please click here.
No. The Prime Card can’t be used for cash-back transactions.
24/7 SMS Account Check
Prime’s SMS-powered balance checking and transaction history tools let you stay in control of your funds. Just text your account number (found on your card) to 07797800035 to receive your latest balance.
Top-up straight from your bank account
Transfer funds from your bank account to your Prime Card quickly and efficiently, and they’ll be available straight away.
2. Using your Prime Card
You can use your card at most of the 33 million retail locations displaying the Mastercard Acceptance Mark, anywhere in the world, as well as online and over the telephone. If you upgrade your card, you may also be able to use your card to withdraw cash from over 1 million ATMs in the UK and abroad.
Yes, your card is Chip and PIN protected, you will need the PIN that was enclosed in your card pack or sent to you in the post.
Yes. However, some websites require you to enter your name and address to complete an online purchase. As you need to register before using your card, your card will work on these sites. You must then enter the same details when using the card to make a purchase at websites requesting this information – so make sure you spell your name exactly as registered. If you apply for an upgrade, your card will automatically become registered.
When completing your online transaction, select Mastercard as the payment option. You may be asked for the following items:
- Your name and address. Please enter your name and address you registered with us during the optional registration process.
- The card number (the 16 digit number on the front of the card).
- The end/expiry date (last date on the front of the card under “valid thru”).
- The last 3 digits on the signature panel on the reverse of the card, either called CVV, CV2 or Security Code.
No. This card doesn’t have an Issue number, so just ignore this part of the form.
Yes, once registered you can make purchases over the phone.
3. Problems using your Prime Card
You can only return a Prime card through Customer Services. You cannot return them to a retailer. If you would like to return a card or if you want to reclaim an outstanding account balance on a used card, you will need to follow these steps:
- Make sure you have activated your card.
- Call our Customer Services on 0330 777 1880/0330 777 1888 quoting your 16-digit card number, informing them of your wish to reclaim funds. Customer Services will then suspend your card and ask for your name and address.
- Write to us at Customer Services, IDT Financial Services Limited, PO Box 1374, Gibraltar, confirming your request.
- Quote your card number and enclose a photocopy of your passport (on the picture page) and a copy of a recent (less than 3 months old) utility bill showing your name and address. Each document must be certified as being a true copy of the original by a suitable professional (for example; a lawyer, accountant, teacher, doctor, police officer, post office official, chemist, local government officer), providing his/her own contact details.
- Once we receive this information, any remaining funds in your account will be reimbursed to you.
- We reserve the right to contact you where appropriate, and to charge you for all transactions made with the card and applicable fees. See Terms and Conditions for full details.
- If you have a defective card, call Customer Services on 0330 777 1880/0330 777 1888 and a member of our team will issue you with a replacement.
If you believe your card has been used for an unauthorised or incorrect transaction, you can contact Customer Services on 0330 777 1880/0330 777 1888 or email us at firstname.lastname@example.org with receipts if you can.
Prime Cards will not work at ‘pay at pump’ facilities. However, your card should be accepted at the forecourt kiosk if the Mastercard Acceptance Mark is displayed.
Check whether it could be any of these reasons:
- If you bought in-store, you may not have registered. To register your card, go to www.idtprime/register.
- If you bought online, you haven’t activated your card. To do so, please call freephone 0808 168 3556 with your Prime Card number ready.
- A Prime Card cannot be used on old-style manual imprint machines and may not be accepted whilst travelling on planes and trains.
- You are trying to make a purchase on a website that requires you to enter your name and address, but have not first registered a username and address with us. Registering your card couldn’t be simpler and only takes a few seconds to complete.
- The location where you are trying to make a purchase does not accept Mastercard payment cards.
- You are trying to make a purchase at a bank or financial institution that also pays out cash. As cash-back is not supported by this card, all purchases from such locations have been blocked.
- You don’t have enough money left on the card. You can check your account balance at any time online or by calling Customer Services on 0330 777 1880/0330 777 1888.
A pre-authorisation is when a merchant reserves funds on your card to ensure payment of services. Often, this is done by restaurants, hotels and car rental outlets. For example, a 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, then they will refund the difference to your account. However, they may not always do this straight away. The refund may take place up to 30 days later.
If a merchant has carried out a pre-authorisation (see above), and reserved more funds from your card than you actually spent, your account balance may appear lower than it should until the reservation is cleared and the funds appear on your Prime card. This can take up to 30 days.
The retailer will handle the return according to their normal refund policy.
Yes, you do need to register your card before you use it. Please go to www.idtprime.com/register and follow the instructions. We will request the following details from you:
- 3 digit CVV number on the back of the card
- Pack Number
- Your Full Name
- UK Mobile Number
- Your UK Residential Address
- Date of Birth
- Country of Residence
Once you have completed the form successfully you will receive a registration code on your registered mobile number. Please enter the SMS code on the next page and your card will be registered and ready to use.
Registration is mandatory to start using your card. Also, once registered, you can make purchases over the telephone and on those websites that require you to enter your name and address to make an online purchase. Upgrading gives your card higher load and spend limits as well as enabling ATM access to withdraw funds from an ATM.
You can only have one Prime Card registered in your name. Once you have used the funds on your registered card you will need to upgrade to reload.
This can happen if our records indicate you already have a Prime Card. You can only have one active Prime Card at a time. If you do not own a Prime Card or would like to arrange for a Prime Card to be closed and the balance transferred to another Prime Card that you would like to use, please call our Customer Services team on 0330 777 1880/0330 777 1888 or e-mail us on email@example.com.
If you have purchased the card online or if you have received a replacement card, you can activate your card by calling freephone 0808 168 3556. You’ll be asked for your 16-digit Prime Card number. You’ll then need to make sure you’ve signed the signature strip.
5. Upgrading your card
We will upgrade your existing card for free, allowing you to reload it with up to £500 per top-up depending on the top-up outlet, again and again until you reach your annual limit. Assuming your application is successful, you will also be able to use the card to withdraw cash at any ATM worldwide displaying the Mastercard Acceptance Mark.
When applying for an upgrade, we will ask you to supply information about your ID and information about your source of funds. If we can verify all of your ID, your application will be successful. In some cases, we may require further documentation from you.
In such a case, we strongly encourage you to submit certified documentation as described in the email you would have received. Please note that the information you submitted when applying will replace any previous registered details.
No. We do not perform any credit checks for Prime Card purchases or Prime Card higher limits upgrades.
Currently it is free to upgrade your card.
A few weeks before your card expires you should call us on 0330 777 1880/0330 777 1888 to request a replacement card.
6. Ordering a second card
There are two reasons why you might want a second card:
- We can personalise your second card, printing your name on the front.
- You may want to send a card to a relative at home or abroad*
You will be able to use the first card to load money onto the account, and if they upgrade their card they will be able to withdraw the money at an ATM or use their card to make purchases online or at over 33 million locations worldwide.
*Please note that the Prime Card cannot be sent to India due to Reserve Bank of India regulation.
To protect yourself from financial loss, you should keep a low balance on your card until you have received your new second card. As this new card is identical to your old card we are unable to suspend it without suspending both cards. If you wish, you can request that Customer Services suspends both cards until you receive your second card and notify us to activate your cards again.
You should receive your second Prime Card within 7-10 working days of your upgrade being approved, but it can take up to 14 working days to arrive.
When applying for a second card, we will ask you if you intend to use that second card for yourself or to allow someone else to share your account. If you informed us that you will be sharing your account with someone else, you must retain the old card for yourself and it will continue to work, sharing the same account and funds as the new card. However, if you alone will be using your Prime Card account, you must destroy the old card by cutting it in two upon receipt of your new second card.
If you’ve asked for a second card to be sent out, no activation is required. However, if it’s a replacement for a lost or stolen card, you’ll need to activate it before you can use it.
If the website asks for just one address, please use the address most recently registered with IDT Prime by the Primary cardholder. If the website asks for a billing address and a delivery address, please use the address most recently registered with IDT Prime as the correspondence address, and an address of your choice for delivery.
7. Using your Prime card to withdraw cash at ATMs
You’ll need to upgrade your card, if you haven’t already. When applying for an upgrade, we will ask you to supply information about your ID and information on your source of funds. If we can verify all of your ID, your application will be successful and you can immediately start reloading your existing card and using it to withdraw cash from ATMs.
When purchasing your card from a retailer, the PIN will be printed on the inside of the card pack. Cards purchased online will have the PIN shipped to the address registered with the card. If you have ordered a second card, the PIN will be the same as the original. However you receive your PIN, we recommend that you memorise it and destroy the original.
Yes, you can change your PIN at an ATM.
A fee of 75p will be charged for ATM withdrawals in the UK, and £1.50 for ATM withdrawals made abroad. Please make sure you upgrade your card in order to enable ATM usage. You can withdraw a maximum of £500 per day (on an upgraded card) of your funds from your Prime Card account.
8. Reloading your Prime Card
You can start reloading your card at a number of locations throughout the UK:
PayPoint & ePay outlets.
You can top-up your upgraded card at any outlet displaying the PayPoint, Payzone or ePay signs. When topping up via PayPoint, Payzone or ePay, your Prime Card account will be instantly credited with the top up amount. The fee for reloading at these outlets is 2% of the reload value (80p minimum)
You can top up your card at any of the 13,500 Post Office® branches throughout the UK. To search for your nearest branch, visit the Post Office® branch locator. Top-ups at Post Office® branches will usually be credited to your Prime Card account by approximately 9am the next working day. It is free to reload at a Post Office® branch for reloads of £100 or more. For a reload of less than £100, there is a 49p charge per load.
PayPoint & epay Outlets: 2% of value of reload (subject to 80p minimum)
UK Post Office® branches: Reloads of £100 or more are FREE. Under £100 is 49p per load.
When topping up via PayPoint, Payzone or epay, your Prime Card account will be instantly credited with the top-up amount. Top-ups at Post Office® branches will usually be credited to your Prime Card account by approximately 9am the next working day.
Just head to your nearest Paypoint or epay store, or your closest Post Office® and request to top-up your Prime Card stating the value you would like to load onto it.
The value you load onto the card can vary between outlets. If you have upgraded your card you are able to load the following amounts up to the maximum £10,000 per year:
- Post Office® branches allow between £10 and £500
- epay branches allow between £10 and £300
- PayPoint branches allow between £10 and £450.
Always ask for and retain your receipt once the transaction has been completed.
You can reload your card with up to £500 per load depending on the reload outlet once you have successfully upgraded your card. If you choose to upgrade your maximum card limit can go up to £5,000 at any one time, with an annual limit of £10,000. In some cases, in order that we can grant these limits, it may be necessary for us to ask you to send in more documentation. Wherever possible, we will upgrade your card.
Not right now, but we’re always looking at new and innovative ways for you to reload your card in the near future, so please keep an eye on our website for details.
9. Prime fees and charges
Here’s a summary of our main fees:
- Initial Fee: £5
- Foreign exchange charge: 2.95% of transaction amount
- Upgrade fee: Free
- Reloading at Paypoint, Payzone & epay stores: 2% of value of reload (subject to minimum of 80p)
- Reloading at UK Post Office® branches with £100 or more: FREE
- Reloading at UK Post Office® branches less than £100: 49p per load
- Cash withdrawal fee (for upgraded cards only) at UK ATMs: 75p
- Cash withdrawal fee (for upgraded cards only) at ATMs abroad: £1.50
- Account dormancy fee £2.95 per month*
- Usage Fee/Transaction Fee: 2% of value of transaction subject to a minimum charge of 50p/maximum charge of £1.00
*only applicable if no transactions take place for a 3 month period. See terms and conditions for more details
For the full list of card fees, see Terms and Conditions.
Yes, you pay a one-off £5 fee for the card on top of the amount you prepay to put on the card.
It is free to upgrade your card.
Yes. There is a fee of between 50p and £1 depending on the value of your transaction. For a full explanation of how the transaction fee is calculated, please see the fees section of the Terms and Conditions enclosed in your Prime Card package, or online here. The maximum transaction fee has been capped at £1, regardless of the value of the transaction. So, if you book a holiday for £250, we will only charge you a transaction fee of £1.
No, there is no additional fee.
You’ll pay a foreign exchange charge of 2.95% of the value of your purchase.
You can see a full list of fees in the Terms and Conditions enclosed in your Prime Card package, or online here.
10. Account balance
You can check your account balance online here or by calling 0330 777 1880/0330 777 1888 – available 24 hours a day, 7 days a week. There’s no fee for this service but calls will be charged at the national calling rate. To check your balance, you will need to have your 16-digit card number.
You can also opt to receive your balance via SMS direct to your mobile at the end of each day where your card has been used. This service costs 25p per month. To activate, please log in to the ‘My Account’ area of the website.
No, but you can view your transaction history online in the My Account section or by calling 0330 777 1880/0330 777 1888 – available 24 hours a day, 7 days a week. There’s no fee for this service but calls will be charged at the national calling rate. To check your transaction history, you will need to have your 16-digit card number.
Our systems are highly secure. However, you should treat your card like cash. Always keep it on you. If you lose your card, we can cancel it and send you a replacement (for a small fee).
You should treat your card just as carefully as you treat the cash in your pocket. If your card has been lost or stolen, please call Customer Services. You will need your 16-digit card number and your security Question and Answer. We will then cancel your card and, as long as there’s still an account balance on your card, we’ll send you a replacement card (for a fee). To arrange for a replacement card, we will need your name, address and email. If you have already registered with us or upgraded your card to reloadable, we will already have your name and address. If not, you will need to provide these details when speaking to Customer Services. You will receive your new card within 7-10 working days.
If you no longer wish to use the card or it has expired, please destroy it by cutting it in two through the magnetic strip and Chip
12. How to contact us
You can change your Account Information online in the My Account section or contact Customer Services on 0330 777 1880/0330 777 1888.
You can speak to a Customer Services representative on 0330 777 1880/0330 777 1888, between 8am to 8pm, 7 days a week. You can also check your account balance and transaction history 24 hours a day, 7 days a week, on our automated telephone service on 0330 777 1880/0330 777 1888.
Freephone 0808 168 3556
If you are unhappy with any aspect of our product or service, you can call customer services on 0330 777 1880/0330 777 1888 or email firstname.lastname@example.org. We’ll investigate your complaint as soon as we can. You can also contact us by writing to Customer Services, IDT Financial Services Limited, PO Box 1374, Gibraltar or email us at email@example.com.