What can I use the ActivTrades card for?

ActivTrades prepaid card can be used like any other payment card to spend where the Mastercard Acceptance Mark is displayed. It is a card denominated in Euro which can be used for your everyday shopping; paying for train tickets, paying your hotel bill or booking your holiday online. You can even exchange money loaded on the card for cash at a cash machine. The amount is instantly deducted from the available balance.

What are the advantages of a prepaid card?

Prepaid cards can help you to stick to a budget. As with a prepaid card there is no overdraft facility so it helps to avoid overspending and associated credit card/debit card interests.

Do I need to have a current account with a bank to apply for a card?

No. Your card is not linked to a bank account. With the ActivTrades card, all you need is a trading account with sufficient capital to transfer to the card.

How secure are prepaid cards?

Your card is protected by a PIN that needs be used in connection with the card. Some vendors might not have a PIN facility and the card needs to be used through the magnetic stripe. As the card is an electronic cash equivalent, anyone bearing the card, could use it. You should treat your card like cash. If it is lost or stolen the bearer of the card is able to access the money held on it, as if you lost your wallet. You may lose some or all of the money loaded onto the card. When you receive your PIN, you must immediately memorise it and keep it secret at all times. Don’t keep it together with your card.

Who can apply for a card?

As you need to have the funds available that you want to load onto your card, and it is not possible to spend more money than is loaded on the card, your credit worthiness is not relevant to us, and your credit rating is not checked. Any customer of ActivTrades with a trading account can apply for a card, providing you have a balance above €500 or equivalent in a different currency.

Will you run a credit check when I apply for the ActivTrades Card?

No, we will not check your credit history. Also, applying and using your card does not affect your credit history.

Where can I apply for a new card?

In order to apply for your personal ActivTrades prepaid card, you should login to your Personal Area on our website. Follow the links to “ActivTrades card” and click on “Apply now”.

How long does it take until I receive my new card?

The application process usually takes one business day. In case your application was not successful, or we require further information, we will contact you. Therefore, please ensure that the contact details provided are correct. You will then receive a letter by post containing your new card within circa 7-10 business days. Sending your card abroad may take longer. Once you receive the card, you must sign it immediately. You will then have to activate the card and retrieve your card PIN first before you can begin.

How do I get the PIN?

In order to use your card for the first time, you need to activate your card and request your PIN. Call the activation hotline +44 (0) 1244 777 009. (Calls cost 10p from the UK plus your local network rate,additional charges from abroad may apply; lines are open 24 hours, 7 days a week). Please keep your new card to hand and be prepared to memorise the PIN. Do not reveal your PIN to anyone. We will never ask you to tell us your PIN.

Can I request a new PIN?

In case you have forgotten the PIN, you can call +44 (0) 1244 777 009 to get a reminder of the old PIN. (Calls cost 10p from the UK, additional charges from abroad may apply; lines are open 24 hours, 7 days a week). You can use most Mastercard card accepting cash machines to change your existing PIN.

Where is my card accepted?

Your card is accepted anywhere you see the Mastercard Acceptance Mark, even online. You pay the same way you would use a debit or credit card, using your PIN where necessary. Usually, cash machines from any high street bank can read your card as well, allowing you to check your balance and exchanging your funds into cash.

Can I use my card as a credit card?

No. It is not possible to ask for an overdraft. If the price is higher than the money loaded on your card, the transaction will be declined.

Can I withdraw money from a cash machine?

Yes you can. Make sure that the cash machine displays Mastercard Acceptance Mark. Use your PIN to authenticate you as the card holder.

How much do regular card payments cost?

Using your card for payments is free of charge when using your card to purchase goods in the currency of your card, which is Euro. There is NO cost to load the card with funds from your ActivTrades trading account.

Can I pay in another currency than my prepaid card?

Yes you can. Although the card balance is denominated in EUR, you can pay in any other currency. Bear in mind that if you want to pay with your card in a non-EUR country, money exchange charges of 1.5% apply.

Are there any restrictions on my card?

Withdrawals from a cash machine are limited to €400 per day. Be aware that there will be a padding of €50 when using the card at a petrol station. Therefore, ensure you always have the cost of the fuel plus an additional €50 on the card. There will also be a padding of 10% on Hotels and Restaurants to ensure you have sufficient funds on your card. Also mind that the card cannot be used when the chip and PIN terminal is offline, for example, on flights, or on trains. The card cannot be used to obtain cashback, or to buy foreign exchange or cash in any other form; cash from a bank, money orders, or Travelers Cheques. Payments to the following vendors are not possible: casinos and associated hotels, gambling, pawn shops.

What are Pending Transactions?

A pending transaction is a payment which has been authorised and removed from your available funds but has not yet been charged to your account. On your account, a pending payment will show as the difference between your account balance and your available balance. For example, if your account balance is showing as €50.00, and your available balance is €15.01, you have a pending payment amount of €34.99.

How can I top-up my prepaid card?

You can only top-up your card with ActivTrades by a transfer from your trading account. Log on to the Personal Area on the ActivTrades website, go to the section “ActivTrades Cards” and click on “Deposit Funds to your Card”. Topping-up your pre-paid card is free. The money is available to use on the card within a few hours on a business day when you request a top-up to your card before 12:30 UK time.

Is there a minimum top-up value or a maximum value my card can hold?

Yes. The minimum top-up value is €50 and your card can hold a total maximum balance of €10,000. When funds are loaded onto your card, the payment is made in the same currency as that of your card. The currency you have used to load your card may be different to that of the card, and ActivTrades will convert the funds into EUR before loading the card at the current exchange rate when the transfer is processed.

How often can I top-up my card?

You can top-up your card once a day. The maximum amount you can top-up your card per transaction is €3,750.

Where can I check card transactions?

You can check your balance and a history of card transactions online. Log on to the Personal Area on the ActivTrades website www.activtrades.com and go to the “ActivTrades Card” section. Then select your ActivTrades card and click on “View your Transaction History”. Check your transactions periodically to make sure transactions are authorised and accurately reported. Alternatively, contact our customer services.

What charges apply for using my card?

There are no monthly charges or transaction charges for purchases in EUR. Topping-up your pre-paid card from the ActivTrades trading account is free. Please see our fees table for a list of all applicable fees.

My contact details changed. How do I inform you?

Let us know as soon as possible about any changes to your address, telephone number and email address. Manage your card in one place together with your trading account. Use the Personal Area on the ActivTrades website to inform us.

I have entered the wrong PIN several times and my card is blocked. How can I unblock it?

Call the customer services team to get the card unblocked (calls are charged at your standard network rate, additional charges from mobiles or abroad may apply).

I think someone else knows my PIN. How can I change it?

Do not reveal your PIN to anyone. We will never ask you to tell us your PIN. If you think someone else knows your PIN, contact us immediately at our customer services number.

My card is about to expire. Do I receive a new card?

We will automatically send you a replacement card shortly before the old card expires if you have used your card in the period of two weeks before its expiry date. The expiration date can be found printed on the card. You do not need to activate your card as you did with the first card, and you can continue using your old PIN. If you still keep funds on the old card, we automatically transfer these funds to your new card once expired. Cards cost €6.50 to renew. If you do not want your card to be renewed please let us know.

If I don’t use my card anymore, how can I access the money that is still on the card?

If you want to withdraw the funds on your card we recommend you make a withdrawal at a cash machine that displays the Mastercard Acceptance Mark ®. You can also request a transfer back to your ActivTrades trading account by calling customer services, although a redemption fee of €15 applies. This is also possible if your card is already expired and you did not renew your card.

How can I cancel my card?

Call our customer services hotline to cancel a card. We will arrange for the remaining funds on your cancelled card to be refunded back to your trading account, once all transactions and fees have been deducted, including the €15 cancellation fee. You can cancel your card anytime.

I want to close my trading account with ActivTrades. Can I still continue using my card?

If you close the trading account, you would still be able to use the card with the money that is still on the card. However, please bear in mind that you would not be able to top-up your card any longer or ask for a transfer back to your account.

What should I do if I suspect my card is lost or stolen?

If you have reason to believe that your card is lost or stolen, you should block your card as soon as possible. Please contact customer services support and request your card to be blocked. After the card is blocked, we will transfer any remaining funds less the redemption fee on the card back to your trading account.

How can I request a replacement?

If you don’t tell us otherwise, we will then automatically issue a new card after your old card has been blocked. For replacing your lost, stolen or damaged card we will charge an administration fee of €6.5.

Who can I contact if I have further questions?

For questions regarding applications, card funding, fees and everyday use, please contact customer services.

Who shall I contact in case I have a complaint?

In the first instance please call Customer Services should you have a question about the card. If your complaint is not resolved, please follow the procedure set out here.

Contact details of customer services:

Type Activation Customer Support & Lost or Stolen cards
Contact details Phone: +44(0)124 4777 009 Phone: +44(0)207 6500 501
Email: support@activtrades.com
Hours 24 hours a day, 7 days a week 24 hours a day, 7 days a week
Language Support English, German, Italian, French Portuguese and Spanish Multi-language support from Monday to Friday 8 am to 6 pm UK time, service in English otherwise. Weekend service available for emergency only in English
Cost Standard network rates, calls from mobiles may be higher Standard network rates, calls from mobiles may be higher