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FAQs

Tuxedo MasterCard® Prepaid Card

Please click on the section you want to find out more about.

What you should know about the Dynamic Currency Conversion

 

When you are travelling abroad goods and services are usually offered in the local currency, for example if you visit France the items you buy will be priced in Euros and you will get Euros from an ATM, or if you visit the USA the local currency will be US Dollars. The currency conversion between your Pounds and the local currency can either be carried out by us as your card manager or the foreign bank that processes payments for the shop or cash machine.

In the case of foreign currency cards, the currency conversion has already been done, in other words you have already given us Pounds and in return we have given you the local currency that you asked for. This is probably the reason that you chose to take one of our cards – the exchange rate we offered was better than the rate you could get on the high street or by allowing the foreign banks to do the conversion for you.

If you are travelling abroad and you withdraw cash from an ATM or buy goods and services from a shop, you may be offered the choice to pay in Pounds Sterling or the local currency. This is because the cash machine or the shop’s till recognises that you have a UK card and therefore you might want to be charged in Pounds Sterling because you are more familiar with prices in Pounds Sterling. This is called Dynamic Currency Conversion (DCC).

You should always decline this option and choose to pay in the local currency, i.e.:

1) If you have a Tuxedo Euro Card pay in Euros not Pounds.
2) If you have a Tuxedo Dollar Card pay in Dollars not Pounds.

This is because we have already done the currency conversion so if you choose to pay in Pounds Sterling you will be converting the money again possibly at a lesser rate than you originally got, meaning that you end up paying more for your purchase or withdrawal.

 

Tuxedo

  • Who is Tuxedo?

    Tuxedo is an approved MasterCard® Member Service Provider focused on delivering affordable MasterCard prepaid cards and other innovative stored value products worldwide with its unique eccount service. Find out more about Tuxedo.

Your PIN

  • How do I get my PIN?

    Just call our secure automated PIN retrieval service and follow the 5 easy steps:

    1. Call +44 (0) 20 7070 4902 ( Customer care open 9am- 6pm, 7 days a week, usual UK call charges apply) 
    2. Enter your eccount number
    3. Enter the last 4 digits of your card number
    4. Enter the secret number you supplied during registration
    5. Memorise the PIN that is read out by our automated system.

 

  • Can I change my PIN?

    You can change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATM machines. All you do is insert your Tuxedo MasterCard Prepaid Card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will appear on the screen.

Topping up

  • How do I Top-up my Tuxedo MasterCard® Prepaid Card?

We’ve made topping-up as simple as possible. Your employer will Top-up your card with your salary or wages.

If you would like to have a card you can Top-up with other funds such as cash or online by bank transfer, please see below for more information.

  • Topping up with cash and other funds

Currently your Tuxedo Card is only loaded with your salary/wages by your employer, if you have other funds you would like to load onto a Tuxedo Card, you can arrange to Top-up with cash, online by bank transfer or by cashing cheques with Tuxedo and having the balance paid directly into your eccount/card by simply calling Customer Care on +44 (0) 20 7096 9430. (usual UK call charges apply, network rates vary if abroad, Customer Care open 9am-6pm, 7 days a week) You will be asked to provide basic details to confirm your identity and an additional Tuxedo MasterCard will be issued.  

  •  What is my maximum card/eccount balance?

The maximum combined balance of your card/eccount is £5,000/€7,500/$10,000.

 

Using your Tuxedo MasterCard Prepaid Card

  • Where can I withdraw cash?

    You can withdraw cash at any ATM that carries the MasterCard Acceptance Mark. There are over 1.5 million ATMs worldwide.

    How much cash can I withdraw using my Tuxedo Card each day?

     

  • Daily withdrawal limits are £500, €750 and $1,000 subject to individual          country limits.(this amount does not need to be withdrawn at one ATM only, you can do multiple ATM transactions to withdraw up to the limit of £500, please note that Tuxedo's limits may be lower than the country's limits)

  • Can I use my Tuxedo Card to get cash from a bank counter?

     No, but you can use an ATM.

  • Can I use my Tuxedo Card to make purchases?

    You can use your Tuxedo Card wherever you see the MasterCard Acceptance Mark - that's in over 32 million locations worldwide!

  • Can I use my card to guarantee payments or make reservations?

    If you are using you card for car hire, hotel reservations, general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request

    • Some businesses - Car Hire and Hotels in particular - may block more funds than you expect to use and this will affect the available balance on your card.
    • The blocked funds will not be available to you to use until the final bill has been settled and cleared via MasterCard.
    • Usually the unspent amount is made available for use within a day or two of payment, however in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited.
                   
  • Can I use my card to make purchases using Paypal?

    Yes, however please note that when registering a Tuxedo Card on Paypal, a “pre-authorisation” is carried out to ensure your card is valid. A pre-authorisation means blocking a small amount of money on your card (usually less than £2) to check that there is available balance. The pre-authorisation expires after 14 days and is never collected from the card. Therefore in order to register your card on Paypal, please ensure you have a minimum of £2 on your card.
     

  • Are there any outlets where I may not be able to use my Tuxedo Card?

    You may not be able to use your Tuxedo Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.

  • What address should I give when I purchase goods online, by mail order or by phone?

    The billing address should be the address registered by your employer.

  • What is a pre-authorisation?

A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or 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 it may take up to 14 days for you to receive the balance as a refund into your eccount.

  • What are Pending Transaction?

Pending Transactions (sometimes called Outstanding Authorisations) are taken into account when calculating the amount you have available to spend on your Tuxedo Card.

  • What is a Pending Transaction?

A Pending Transaction is a temporary charge held against your eccount (your available funds) relating to:

1. A transaction (purchase or cash withdrawal) you’ve made using your Tuxedo Card, which has been authorised for payment, but has not yet reached your eccount.

2. 'Reserved' funds requested by certain retailers. (e.g. upon check-in, some hotels take your Tuxedo Card details for an 'authorisation transaction' that reserves enough funds to cover your bill).

3. A payment or cash withdrawal you’ve made to your eccount which has not yet cleared.

  • What happens to a pending Transaction?

The Pending Transaction will either turn into a finalised transaction (purchase) or will be removed automatically within 14 days.

  • Do I need to do anything if i have a pending transaction on my eccount?

No. Having a Pending Transaction on your eccount is a normal part of the process by which a purchase is charged to your eccount. However, if you think the Pending Transaction may relate to fraudulent use of your card please call us straight away.

  •  How far back do my statements go?

    We currently do not have a limit on how far back the statements go, you will  therefore be able to view all past transactions online. 

My Money

  • How do I check the available money on my Tuxedo MasterCard® Prepaid Card?

    If you have registered your mobile number with us, text BAL to +44 7781 474 776 or 80777 (in UK) to get a text with your available balance on it.  You can also check your balance online or by calling our automated telephone line on +44 20 7070 4913 (0871 220 6420  in UK). Customer Care are available 9am-6pm, 7 days a week, calls cost 10p per minute from a BT landline, network rates vary from abroad, SMS charges are; to check balances free, lock and unlock your card free, load alerts 10p, card to card transfer 20p)

    It’s a good idea to keep checking how much there is on your Tuxedo Card and eccount so that you can manage your money more easily, distributing just what you need to your card. This is a really great way to help you keep your money safe*.

    *The Prepaid Card is an electronic money product and although it is a product regulated by the Financial Services Authority, it is not covered by the 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 event that Newcastle Building Society becomes insolvent your funds may become valueless and unusable and as a result you may lose your money.

Transaction Authorisation

  • How are my transactions authorised?

    Retail outlets request authorisation via MasterCard. We’re linked to MasterCard via a processor that will verify that you’ve enough money available on your card. If there isn’t enough money on your card, the transaction will be declined. If approved, the money is paid over to MasterCard from your card for settlement to the Merchant. At all times, only you or a designated cardholder can see the balance available on your eccount.

  • When are transactions declined?

Transactions can be declined if the retailer can’t verify online that you’ve enough money on your card to cover the value of the transaction – including applicable charges – that you’re making.

Card Security

  • A convenient alternative to carrying cash

    One of the great things about the Tuxedo MasterCard® Prepaid Card and eccount is that it provides security and peace of mind and using your card is a convenient alternative to carrying around cash. However, we recommend that you take as much care of your card as you would with your cash.

  • Your PIN

    Memorise your Tuxedo Card Personal Identification Number (PIN).
    • Don’t reveal your PIN to anyone.
    • If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
    • For additional security, when using a cash machine, shield the screen and keypad.
  • Online security

    Internet shopping can be made easy by using your Tuxedo Card and most well-known retailers run sites that are very safe and highly secure.

    You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.
  • In-store

    You can use your Tuxedo Card at over 32 million locations worldwide displaying the MasterCard Acceptance Mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.

  • Lost or Stolen

    If you lose your card or it’s stolen, don’t worry. Simply call us immediately on  +44 (0) 20 7101 6599 or 0845 241 4278 in UK (Customer Care are available 9am-6pm, 7 days a week, usual UK call chrages apply, network rates vary abroad). We’ll cancel your Tuxedo Card and issue you with a replacement card for £4.99 within 7-10 days.

    You can also send us a text (cost 20p) with LOST or STOLEN to +44 7781 474 776  or 80777 in UK, to report your card lost or stolen. This card service is available if you have registered your Mobile number with us.

    To register your mobile number with us, please contact Customer Care.

  • Peace of mind

    Your card is PIN protected. You shouldn’t reveal your PIN to anyone.

    You will never be asked for your PIN by Tuxedo Customer Care.

  • Phishing

    We will never send an email to a customer requesting security or any other confidential information about the Tuxedo Prepaid Card. If you receive an email claiming to be from Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be Tuxedo or NBS website, do not enter your personal or eccount details. Tuxedo and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or NBS. Never reply to any such emails or disclose any personal information on such websites.

    If you think you’ve received a fraudulent email that looks like it’s from Tuxedo or NBS, please forward the entire email including the header and footer to security@eccount.com and then delete it from your email account.

  • How safe is my money?

    The Financial Services Compensation Scheme does not apply to the Tuxedo Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with the Tuxedo Card. So, in the event that Newcastle Building Society becomes insolvent, your funds may become valueless and unusable, which means that, as a result, you may lose your money.

Expiry and eccount closure

  • What do I do when my Tuxedo MasterCard® Prepaid Card expires?

    before the expiry date on your card please call customer care to confirm whether you require a replacement card (cost £4.99)  and will be sent to you within 7-10 days of telling us.

  • How do I close my eccount?

    Simply call Customer Care on 0871 220 6420. or refer to the fees page.

  • Any questions or queries?

    If there’s anything else you’d like to know about the Tuxedo Prepaid Card and eccount, just contact Customer Care, 9am – 6pm, on: +44 (0) 20 7096 9430 or 0871 220 6420 in UK.
     

Customer Care

  • When can I contact Customer Care?

    You can contact Customer Care 24 hours a day by sending an email or alternatively call between 9am and 6pm 7 days a week.

  • Am I charged for contacting Customer Care?

    Calls to Customer Care will be charged for by the service provider that you use to make the call - some calls however may be free on certain tariff plans.

    For your call charges, please check with your service provider

 

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