FAQs

If I lose the card, how long does it take to replace?
A replacement card will be posted to your home address within 5 working days - the cost of the card will be £9.99

Can it be verified with just a signature, or is it PIN use only?
This is a chip and PIN card, you should only use the card where the retailer authorises the transaction online.

Is it cheaper than any other prepaid card?
Most definitely. There are cards on the market that have a lower purchase price but the cost of topping up and using is hugely more expensive

Why is there any initial charge for the product?
This is a chip and PIN fully secure card and as such is pretty expensive to produce. Also we do not seek to make money from you using the card, unlike other prepaid cards

If I buy in store, why do I have to top-up immediately?
This is to ensure that the card is functioning and that is activated to a live status on our systems. You can then use your card immediatelty!

How safe is my money?
This is a chip and PIN card, and you shouldn't disclose your PIN to anyone else. Your funds cannot be accessed by us or anyone else other than the card holder.

Why am I charged to use an ATM?
ATM operators, banks and MasterCard all make a small charge each for providing ATM services - because we do not make other types of usage charges to you we cant absorb this cost and have to pass it on

If I have  £650 limit Card, what happens once I've exceeded my £650 limit?
You can use your £650 Escape card to spend up to £650.00 per year from the point of activation, after this sum the card will cease to function. If you provide us with photo ID and address proof we can increase your card balance, we can also offer you a personalised card in your name. If you have provided us with ID your card can have a balance of £1650.00 (non personalised) or £3,000 (personalised) at any time. Simply call Customer Care 0844 871 5444

Who do I call if I have a problem?

Email Customer Care at customersupport@escape-prepaid-card.com or call 0844 871 5444

Can I pay in my wages - is there a charge for doing so?
Yes wages and benefits can be paid onto the card - there is a form in the user guide which is also downloadable from the web site

Can I get a second card?
Yes you can - If your name and address has verified on our system or if you have provided photo ID and an address proof

How do I redeem my cashback?
Your cashback will automatically be paid onto your card every time you have earned £10 or more

What happens if I lose my card?
Simply text Lost or Stolen to 80246 to stop your card. Then call the Customer Care on 0844 871 5444, report it lost or stolen and order a replacement.

Am I protected for online fraud?
The card has exactly the same security as any other bank issued credit or debit card, you can only spend the available balance and the card isn't linked to a bank account. We suggest that when you shop online that you sign up for the security verification that many web sites offer - this will make shopping more secure

Can I use the Escape Card to recieve benefit payments?
Yes wages and benefits can be paid onto the card - there is a form in the user guide which is also downloadable once logged in online

Can I change the limit on the card from a basic one?
Yes - if your name and address traced on our system or if you provide photo ID and address proof (or provide photo ID and ask us to post you a card to your home address) you can go to a £1650.00 card without your name on or a £3000.00 with your name on

Can I purchase another card once I've reached my limit?
If your ID and address checked out on our system when you purchased the card or if you provided photo ID and address proof or if you provided photo ID and had a card posted to you - your card is valid for 3 years and provided you are still using the card a free replacement will be posted to you when it expires

What exchange rate do I get charged when I take the cash out abroad?
Exchange rates vary daily, you should check the website or automated service line for the current rate.

How much does it cost to text to unlock/lock my card?
The service costs £0.20

Can I purchase one for my friend?
Yes or you can take a second card linked to your card. The second card can only see and spend what you put onto it, it cannot access or see the funds on you card

Can I cancel the card?
If you change your mind within 14 days of ordering the card, and you haven't used it we will refund the card purchase fee. However if you have used the card after this time we will charge you a redemption fee of £10 and the cheque will be made payable to the eccount holder.

How much is it to load the card via a credit/debit card?
A credit card costs 4% of value loaded and a debit card costs ££0.99

What happens if I want to refund a purchase made with my Escape Card? Does this count towards my maximum load limit?
The refund must be agreed with the person you made the purchase from, they will process it onto your card and the fund will appear back on you balance. This does not affect your maximum load limit

Will the card help me get a better credit rating?
The card will not effect your credit rating on its own.

Can I set standing order payments from my eccount for services such as Sky TV?
Yes you can just call Customer Care on 0844 871 5444

Are there any restrictions on sites that will accept my payment?
You can use your prepaid card to purchase goods and services from retailers as long as you have the funds available and the merchant is able to authorise online. Some retail outlets for example restaurants and petrol stations may increase the authorisation amount before the transaction is approved; from time to time we may also impose controls on the use of your prepaid card in specific market sectors."

Can I register more than one mobile to top up via my Escape Card?
Not right now but we will release this update soon

Where can I top up my card?
At Phones 4u stores with cash for free, by bank transfer for free, with wages and benefits for free, at the Post Office, any Pay Point store, by credit / debit card over the web or at Phones 4u stores

Why does the card only last 12-months?
If you have a £650 card the amount is available for a year from the point of activation. A personalised card sent to your home address will be valid for 3 years.

How many companion cards can I have?
One.

How much does it cost to contact Customer Care?
Mobile network rates will vary but from landlines it costs approximately £0.05 per minute

How can I obtain instructions in a different language?
We have downloadable help sheets and videos in 13 different languages on our web site www.escape-prepaid-card.com- just click the flag of your choice to get that language - we also have helpful videos in 13 languages

What language do customer service speak?
The principle language is English, operatives may well speak other languages but we cannot guarantee it

What are the Customer Care operating times?
From 9am to 6pm 7 days a week

Can I pay in my winnings onto my Escape Card?
Yes other people can pay into the Barclays bank account that sits behind the card - just give them the sort code and account number shown in the user guide. Remember to tell them your unique 9 digit  customer number located on the bottom left of your card

What are the benefits compared to the competition?
We are way cheaper because we don’t charge monthly fees, we have many free ways to top up, we don’t charge for using the card for point of sale transactions. We also have better cashback deals and we are the only company that offers PAYG mobile top up by text message and we offer cashback on that too

Are my funds backed by the government scheme in case the card company goes bust?
Your funds sit with MasterCard and cannot be touched by any administrator or creditor if EZ Pay or any of its partners go bust. The funds can only be accessed by you

What is the maximum I can withdraw in one transaction and per day?
Escape (No ID check) £150.00 Escape (with ID check) £250.00

Do I get charged a fee at the ATM to withdraw my funds?
Yes £0.99 in the UK and £2,00 overseas - this is because the ATM operators / banks and MasterCard all make charges for providing this service

Can I use the store issued card once I receive my personalised card?
The personalised card will replace the store issued card

What are the charges?
Most principle usage is free - topping up, owning, spending, sending money abroad - all free. Certain top up locations charge for the service and ATM usage is chargeable - please see the user guide or web site for more information www.escape-prepaid-card.com

Where can I use it?
Anywhere that you see the MasterCard Acceptance Mark

Can I use it to buy products on the internet?
Anywhere that you see the MasterCard Acceptance Mark

What happens when I don't have any more money on my card?
You simply top up your card at any Phones 4u store, Post Office, Pay Point store or on the web www.escape-prepaid-card.com

What happens if I lose my card / it’s stolen?
Call customer service 24 hours a day - report the loss and the card will be locked (if you have not already locked it by text message). A replacement card will be posted to you within 5 working days so that you can access your funds. This will cost £9.99

How much can I top up?
The total amount that can be loaded varies by the method used (please see terms and conditions area of the web site) but in terms of cash loads - Escape (no ID) £650.00, Escape (ID checked but no name on card) £1650.00 per day, Escape (ID checked and name on card) £2000.00 per day.

How do I earn cash back rewards?
You log onto our website www.escapecashback,com or www.escape-prepaid-card.com, and shop via the participating merchant area - cashback will automatically be refunded onto your card.

Do I need a bank account?
No - in fact the card will perform many if not all or more of the functions that you need from a bank

How old do I have to be?
Escape card customers need to be 18+

What retailers give me cash back?
Over 1000 merchants, just log onto our website www.escapecashback,com or www.escape-prepaid-card.com, and shop via the participating merchant area - cashback will automatically be refunded onto your card.

What countries can I use it in?
The Escape card (without ID check) can be used to shop anywhere in the world but only use UK ATM's. The Escape card (with ID check) can be used anywhere in the world to shop AND for ATM's.

How do I transfer money?
Money can be transferred from a primary card to a secondary card anywhere in the world for free in approximately 60 seconds. This can be done using text message, the web site (www.escape-prepaid-card.com) or by calling customer service 0844 871 5444 - please see the user guide or web site

How much does money transfer cost?
This service is FREE of charge

Can  the additional card users top up the balance?
No - they can only receive funds that you send them from your card - and they cannot see or access the funds on your card, only their own.