Frequently Asked Questions

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Q: How do I apply for a Mastercard?

A: Mastercard has created an online tool to assist in making decisions about which card products are available.  Mastercard does not issue cards direcly to consumers, please contact a financial institution to apply for a Mastercard product 

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.  

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Q: How do I use the ATM locator?

A: In the ATM locator, enter a city, or a zip code. You can further narrow down the list of ATMs by providing a street address and a financial institution's name, and by checking off any additional criteria you require such as 24-hour access. Click the Search button, and you will be presented with a list of ATMs located near your destination. Click on a specific ATM for further information about its location. Depending on your destination, driving directions and a map may also be available.

Q: Why can't I locate ATMs in a specific country?

A: Mastercard receives ATM location information from financial institutions. If an ATM location or a specific country is not listed, then information is not available. We continue to work with financial institutions to provide you with the most up to date and accurate ATM location information.

You may want to contact the financial institution that issued your card for assistance concerning ATM locations, personal account withdrawal limits and restrictions, local currency cash advances, currency conversion, exchange rates or other services offered. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the financial institution's Web site.

Q: I don't know my password or my PIN. How can I get this information?

A: For information about your PIN or account, you must contact the financial institution that issued your card. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site to manage your account online.

Q: What is the fee for withdrawing money or taking a cash advance from an ATM?

A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated. At that time, you are given the option to discontinue the transaction if you do not wish to pay the fees. You should also check with the financial institution that issued your card to determine their ATM fee policies. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: The ATM wouldn't accept my card. What should I do?

A: If you have a problem using your card at an ATM that carries the Mastercard, Maestro or Cirrus brand mark, we will investigate. Please provide as much of the information below as you can:

  • Your financial institution and any brand marks on your card
  • All brand marks on the ATM
  • The address of where the ATM is located, including City, State/Province and Country/Territory
  • ATM financial institution name (identified on the ATM)

When you have the information handy, call 1-800-Mastercard (1-800-627-8372).

Q: How can I get a list of ATM locations if I don't have internet access?

A: The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go.

  • United States & Canada - 1-800-4CIRRUS (1-800-424-7787)
  • Outside the United States & Canada - Get Contact Numbers
Q: Can I use my prepaid card, gift card or credit card at an ATM?

A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted. Most Mastercard credit cards also allow you to obtain cash advances at an ATM. You will need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new one?

A: You must contact the financial institution that issued your card to retrieve or reset your PIN. You can find their contact information on the back of your Mastercard and on your billing statement. 

Q: How can I get a replacement for a lost or stolen ATM card?

A: We'll help you replace your lost or stolen ATM card no matter where you are. Call the Mastercard Assistance Center with any card-related need from anywhere in the world.

Get Contact Numbers

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.

Q: How can I direct my customers to the closest ATM that will let them get cash with their Mastercard?

A: Mastercard cardholders have access to more than one million ATMs around the world. You can direct your customers to the ATM Locator tool to find the locations nearest them.

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Q: Can I pay my billers who accept Mastercard directly from this site?

A: No. To pay a bill, please visit your biller's Web site for instructions on how to provide payment to them.

Q: Do I have to pay a fee for bill payment using a Mastercard?

A: Mastercard does not charge a fee for bill payment. While most service providers do not charge a fee, be sure to ask if they charge any fees or have any restrictions associated with making a payment using your Mastercard.

Q: How do I pay a bill with a Mastercard?

A: Please contact your biller to make an electronic payment. Many provide this payment option through their Web sites or by phone. 

Q: How often can I make automatic bill payments, and when do bills get paid?

A: Automatic bill pay is an arrangement you make with your selected biller or service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling. Each biller has its own procedure for automatic bill payment. 

Q: Is there a limit to the number of automatic bill payments I can have on a Mastercard?

A: No, but you may be limited in making overall charges to your Mastercard account if doing so would cause you to exceed your credit limit.

Q: Who issued my card?

A: You will find your card issuer's contact information on the back of your Mastercard and on your billing statement.

Q: Which cards can I use to pay bills?

A: You can use a credit or debit card that bears the Mastercard logo. We recommend that you confirm with each biller to ensure that it accepts your card as a form of payment.

Q: What is automatic bill payment?

A: Automatic bill payment can help you avoid late fees and charges by allowing your selected service providers to automatically charge your Mastercard account on a regular basis.

Q: What is manual bill payment?

A: With manual bill payment, you have the freedom of selecting the amount to pay and the date on which you want to make payment. Each time a bill is due, you initiate the payment process.

Q: If I enroll in automatic bill payment, will I continue to receive a bill?

A: Automatic bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each directly (by phone or online) to arrange payment amounts and scheduling. Most billers continue to mail a bill indicating the total amount they will charge. However, some providers may allow you to elect to receive an online bill or no bill at all. At the time you initiate an automatic bill payment relationship, you should determine how the provider will bill you.

Q: What information will the service provider/biller request?

A: Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each provider directly to arrange payment amounts and scheduling.

Typically, the biller will ask for your Mastercard account number and the expiration date. For automatic bill payment, the biller may also require the payment amount it is authorised to automatically charge, and the specific date you wish to be charged each month.

Note: Not every service provider/biller will allow you to choose this date. And, some service providers may require additional information, such as your signature.

Q: What if my Mastercard account information changes?

A: Your Mastercard account information may change due to a lost or stolen card, expiration date change or an upgrade to a new product. To prevent an interruption in service, you must contact each biller and give them your new account information. We recommend that you keep a list of the billers that you pay automatically so you can efficiently update this information when necessary.

Q: What if I want to stop an automatic bill payment?

A: Contact the biller with whom you've set up the automatic bill payment, and follow their procedures to cancel or change the method of payment.

Q: What if I don't agree with a payment amount made to a biller/service provider on my Mastercard statement?

A: It is recommended that you review the paper or electronic bill that your biller provides prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve payment discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorised purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply.

Q: What are the benefits of bill payment using a Mastercard?

A: Using your Mastercard is much faster and more convenient than writing checks. You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it is an easy and efficient way to stay organised and keep track of your expenses. In addition, if  you use automatic bill payment you won't have to worry about missed payments or late fees. Depending on the card you use, you may also be able to earn rewards.

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Q: What card benefits and insurance are provided at no cost to me with my Mastercard?

A: Mastercard provides many different features and benefits that vary depending on the specific card you use. To learn more about your card benefits, please contact your issuing bank.

Q: What happens if I lose an item that I purchased with a Mastercard?

A: If you lost an item that you paid for in full with your Mastercard, you may be eligible for replacement or reimbursement. Mastercard provides many different features and benefits that vary depending on the specific card you have. To learn more contact your issuing bank.

Q: How can I find out more about my card benefits?

A: Mastercard provides many different features and benefits that differ depending on the specific card that you have. To find out the benefits offered by your card, please contact your issuing bank.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. 

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Q: How can I get the name of the merchant where my card account was compromised?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, Mastercard has increased penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.

Specific to card breaches, Mastercard cannot determine which merchant transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issued your Mastercard for the most up-to-date information. Typically, there is a customer service number on the back of each card that you can call.

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Q:  What is cash with purchase?

A:  Cash with purchase is a service offered by select retailers that allows consumers to get cash from their debit or credit card when making a purchase.

Q:   Is there a fee for this service?

A: Although the majority of retailers do not charge for this service, there are some locations that charge a fee.

Q:  What is the advantage of getting cash at purchase?

A:  Cash with purchase is a convenient way to quickly and easily get cash from your account while shopping at your favorite retail locations, saving you a trip to the ATM. And, in most cases, there is no fee for this service whereas you may be required to pay a fee at the ATM. 

Q:  Is there a maximum amount of cash I can get with my purchase?

A:  The amount of cash available may vary by merchant and may be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular merchant, please contact the merchant directly. Cash with purchase amount is also subject to availability of funds in the account that is linked to your card.

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Q: What is an EMV chip card, and how can this technology help my business?

A: The EMV chip card is a card embedded with a computer chip. They are simple to use and accept, and give cardholders increased convenience and security. These cards can even keep track of purchases, offering retailers and service providers marketing opportunities.

Q: What are chip cards?

A: A chip card has an embedded microchip. The chip contains information that is encrypted making it extremely difficult for the card to be copied or counterfeited. 

Q: What are the benefits of chip?

A: The embedded microchip provides robust security features and other capabilities that are not possible with traditional magnetic stripe cards. A chip card is virtually impossible to counterfeit.

Q: Who do I contact if I want more information?

A: For more information about your chip card, please contact your financial institution.

Q: How does chip work?

A: Whether your card is inserted in the terminal or tapped, the chip communicates with the terminal to determine whether the card is authentic. Typically, the terminal will prompt you to enter a PIN to validate your identity. Once approved, your transaction will be complete.

Q: How do I know if my chip card has Mastercard contactless?

A: Cards that have contactless capabilities will have a contactless symbol on the card. You can tap to pay at merchants that have the following symbol or contactless on the terminal:   

If a merchant does not have this functionality, you will need to insert your chip card into the terminal and enter your PIN.

Q: Why does my credit card have a PIN?

A: Your credit card has a PIN in order to provide you with the latest security features. By entering your PIN, you validate that you are the authorised user of the card. You will not be charged a fee to use your PIN unless you are using your credit card to get a cash advance at the ATM.

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Q: What is Mastercard contactless?

A: Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smart phone is all it takes to pay at checkout.

Q: Why should I use contactless?

A: There are many benefits to contactless payments:

  • It's like having exact change wherever you go, so you don't have to worry about carrying around cash or fishing for coins.
  • You are in control because your contactless-enabled card or device never leaves your hand at checkout.
  • You get better record keeping of all your purchases than you do when using cash.
  • It's fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations and more.
Q: Where can I make contactless payments?

A: Anywhere you see the contactless symbol at checkout , you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting your chip card or swiping at checkout.

Q: How do I pay with Mastercard contactless?

A: To make a purchase, simply tap your Mastercard contactless card, key fob or smart phone on the payment reader at the checkout of participating retail locations.

Q: Can I use my contactless card or device on payment readers that don't display the contactless logo?

A: You can make contactless payments on any contactless payment reader that displays this symbol . You may also use contactless cards in magnetic stripe readers by swiping the card. However, you cannot use a contacless key fob or smart phone in a magnetic stripe reader.

Q: How close does the "tap" have to be to the checkout reader?

A: Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.

Q: How will purchases appear on my monthly statement?

A: Purchases made with contactless will be displayed on your statement just like any other purchase you make with a card.

Q: How does it work?

A: Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you'll receive payment confirmation and be on your way.

Q: What is a key fob or payment tag?

A: A key fob or payment tag is a special contactless device that you can attach to your key chain. Card issuers sometimes provide this as a companion to your traditional primary Mastercard plastic card. 

Q: Do I have to treat my Mastercard contactless card or device in any special way?

A: Treat your contactless card or device as you would any other credit, debit or prepaid card. Always know where your contactless card or device is and keep it in a safe place. And be sure to keep a record of all of your card numbers, expiration dates and emergency phone numbers.

Q: Is there a battery?

A: No, there is no battery.

Q: Do I need to turn it on/off?

A: If you have a contactless-enabled mobile phone, you can turn it on or off. If you are using contactless card or fob, it is always on and ready to use.

Q: Is it safe?

A: Yes. Contactless payments provide secure encryption technology and Zero Liability protection and are as safe as your regular card.

  • You are in control – your contactless-enabled card or device never leaves your hands to make a payment
  • No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work
  • Not billed twice – even if you tap more than once at checkout, you'll only get billed once for your purchas
Q: Why aren't signatures required?

A: To ensure that using contactless is as simple and convenient as cash, merchants that accept contactless do not require you to sign for small purchases ($100 or below). However, for your protection, purchases over $100 generally require a signature or PIN.

Q: What do I do if my contactless card or device has been lost or stolen?

A: If you have lost your card or suspect unauthorised activity on your account, contact the financial institution that issued your card immediately. 

Q: I would like to be removed from the contactless locator. Who can I contact?

A: Merchants who wish to decline participation may contact the Location Services Call Center and provide the following:

  • - Merchant representative or contact name
  • - Name of the business (i.e., "Doing Business As" name)
  • - Business location or address to be removed (one or more)
  • - Telephone number or email address for call back confirmation

Location Services Call Center

location_services@mastercard.com

1-636-722-4050 (other countries)

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. 

Q: How does this "non-verified" transaction change the payment guarantee for the merchant?

A: The use of Mastercard contactless does not change the payment guarantee for merchants. Existing rules in place for the product/merchant category in which the transaction takes place continue to apply when contactless technology is used.

Q: What costs are involved?

A: To accept contactless payments, merchants can implement either a plug-in peripheral reader or a fully integrated system. Costs will vary depending on the selected solution.

Q: What type of technology is used for contactless?

A: In keeping with our overall strategy to create globally interoperable payment solutions, Mastercard contactless was built following an open industry standard for radio frequency communications - ISO 14443.

Q: What types of merchants will benefit the most from Mastercard contactless?

A: Mastercard contactless is an excellent choice for environments where speed and convenience are important and cash is the dominant payment method. Examples of this are fuel pumps, quick-service restaurants (QSRs), drive-thrus, convenience stores, vending machines, tollbooths, taxis and parking venues, among others.

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Q: Where can I find exchange rate information?

A: In order to provide easy access to exchange rate information, Mastercard has created a tool using multiple market sources (such as Bloomberg, Reuters, Central Banks and others). 

Click here to visit our Currency Conversion Tool

Q. What is the currency rate for a country I am visiting?

If you would like to know what the latest currency exchange rate is for the country you are visiting, please visit our website for the latest currency exchange rates.

Q: How is currency conversion charged to my account?

A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: I made a purchase in my local currency, so why was I charged a currency conversion fee?

A: We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Typically, there is a customer service number on the back of each card. 

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.  

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Q: How do I contact Mastercard Customer Operations Support?

A: Customer Operations Support can be reached at Customer_Support@mastercard.com

Q: How do I begin accepting Mastercard?

A: It's easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a merchant account with a bank or one of its agents. 

Get started accepting payments

Q: How can I accept e-Commerce payments?

A: Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a Web site, add a shopping cart function and enhance the security of your site and transactions.

Q: How can I download the Mastercard brand mark for use on my Web site?

A: Electronic versions of the Mastercard brand mark are available from the Mastercard Brand Center for download.

Q: Questions not answered here?

A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they have your account specific information. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can also always contact the Mastercard Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111 and we can direct you to your issuer.

If you believe that your question can only be answered by Mastercard:

Email AskMastercard@mastercard.com
Or mail a letter to:
Consumer Inquiries
Mastercard International Incoporated
2000 Purchase Street
Purchase, NY 10577

Q: How can I apply for a Mastercard?

A: If you already have a deposit account with a bank or credit union, you might want to contact them first to see if they can provide you with a Mastercard. If you do not currently have a relationship with a financial institution or would like to get offers from various issuers, Mastercard has created an online tool to assist in making decisions about which card products are available. 

Q: Are there any programs that will help to grow my business?

A: Yes, Mastercard has programs designed to grow various types of businesses.

Q: How does the payment process work?

A: Let's review the payment process.

Q: What are the benefits of accepting Mastercard?

A: Whether you're a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:

  • Increased Sales

Consumers spend more when they're not constrained by cash on hand. You may see increased purchases of higher- margin products as well as specialty items. And customers may visit your store more often.

  • Higher Customer Satisfaction

Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay including by credit or debit card. Happier customers are more loyal customers.

  • Faster Checkout

You'll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write checks.

  • Improved Efficiency

Card transactions are conducted electronically. These paperless payments can save you time and money by minimising cash handling and payment reconciliation, giving you more time to do more important things - like managing and growing your business.

  • Safety

With lower volumes of cash, you're less vulnerable to theft and pilfering.

  • Currency Conversion

Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in New Zealand dollars, that's how you'll be paid.

Q: How do I start accepting card / digital payments?
Q: What's the difference between an acquirer and a payment facilitator?

A: A payment facilitator is a merchant of record who facilitates transactions on behalf of a sub-merchant. An acquirer is the bank or financial institution that processes credit and/or debit payments for a merchant.

Q: What's an acquirer and why do I need one?

A: Also referred to as a merchant bank, an acquirer is a financial institution that is licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers either sell their processing services directly to merchants or hire agents to sell on their behalf. These agents must be registered with Mastercard and clearly identify the Mastercard issuing bank that they represent on their business cards and stationery. The merchant agreement should also clearly identify the name of the bank.

Q: What's an interchange rate?

A: Interchange rates are fees paid by acquirers to card issuers on purchase transactions conducted on payment cards. They are only one of many cost components included in a Merchant Discount Rate. Mastercard establishes its interchange rates, which are a necessary and efficient method by which Mastercard maintains a vibrant payments network.

Learn more about Mastercard interchange rates

Q: Who do I call if I have a problem with my point-of-sale terminals?

A: Contact your acquirer or payment facilitator if you have a question related to your terminals.

Q: Will I incur any cost to accept payments?

A: Your acquirer/payment facilitator will provide you with information about costs.

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Q: I work in law enforcement and I'm investigating a fraud case, who can I speak with?

A: Please email our Law Enforcement Support Center at Law_Enforcement_Support@mastercard.com. Please do not include full card numbers in the email; provide only the first 6-digits of the card number. We will respond to your inquiry within 48 business hours.

Please also be advised that Mastercard does not maintain accounts or establish individual customer relationships with cardholders.  While banks and financial institutions do issue cards branded with the Mastercard name and mark under a license from Mastercard, the actual relationship with a cardholder is solely that of the issuing institution.  As a result, any account information is maintained by the bank or financial institution that issues the Mastercard card, and it is the bank or financial institution that also provides periodic statements, disclosures and communications to the cardholder.

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Q: Where can I get Mastercard logos?

Downloadable logo artwork and usage guidelines are available at the Mastercard Brand Center

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Q: I no longer have my Mastercard, how do I report the card as lost or stolen?

A: A Mastercard representative will be able to assist you in filing a lost or stolen card report. Please contact the Mastercard Assistance Center either toll-free on 1800-120-113 or collect at 1-636-722-7111. You should also contact the financial institution that issued your Mastercard.

Q: What liability do I have for unauthorised purchases made on a lost or stolen Mastercard?

A: If Mastercard Zero Liability protection applies to your Mastercard, once you report your card to Mastercard as lost or stolen, no unauthorised charges should be posted to your account in most situations. We recommend that you review the next two billing statements after you report a lost or stolen card to ensure that no unauthorised transactions have been posted. If you see unauthorised transactions, please promptly contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution listed on the back of the card or on your billing statement. 

Q: How can I get a replacement card?

A: Please contact your financial institution that issued your card to arrange a replacement card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. 

Q: Lost or stolen card?

A: Whether you're the victim of credit card theft, have lost your card or just need help locating an ATM, we're here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding:

  • Lost or stolen cards
  • Emergency replacement cards
  • Emergency cash advances
  • How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
  • Questions about applicable card benefits

Emergency Contact

In New Zealand: 0800-44-9140

Click here for a list of all emergency contact numbers.

For countries not listed in our directory, you can call the following number collect to the United States: 1-636-722-7111.

 

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Q: Where can I get a Mastercard Everyday Prepaid Card?

A: It's easy to find the Mastercard Everday Prepaid Card that's right for you. They are available at participating stores and online.

Q: Do I have to activate and register my prepaid card before using it?

A: Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card.

Q: How do I use a Mastercard Everyday Prepaid Card?

A: When you're ready to make a purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.

Q: Where can I use my Mastercard Everyday Prepaid Card?

A: You can use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted - that's millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

Q: My available card balance will not cover my purchase amount. Can I still use my prepaid card?

A: Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

Q: How do I return an item that was purchased on a Mastercard Everyday Prepaid Card?

A: When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

Q: How do prepaid travel cards work?

A: Prepaid travel cards work just like all Mastercard prepaid cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted. You can shop in stores, online or over the phone. As you make purchases with the card, funds are immediately deducted from the available card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you. 

Q: How can I get the balance on my prepaid travel card?

A: Depending on your card, you may be able to check your balance on the issuer's Web site. Certain merchants will also have the ability to read your card's balance for you.

Q: What if my card is lost or stolen?

A: Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement. 

If you registered your Mastercard Travel prepaid card, it may provide Zero Liability protection. Certain exceptions apply. Click here for terms & conditions.

Q: How do I get my Mastercard prepaid card balance?

A: You can get your balance by following the instructions provided with your card. Generally, this includes either visiting the card issuer's Web site or by calling the phone number on the back of the card.

Q: How much does a reload transaction cost?

A: Retailers may charge reload fees. Please refer to the fees section and also check with your local participating retailer for the most up-to-date information.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card.

No FAQs are available
Q: How can I get a replacement card?

A: Please contact your financial institution that issued your card to arrange a replacement card

No FAQs are available
Q: I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?

A: Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email to stopit@mastercard.com

Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

A: Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.

Q: I believe fraudulent purchases were made on my Mastercard credit card or debit card. How do I report it?

A: If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: I know who committed fraud on my Mastercard credit card or debit card. How do I report it?

A: If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

If you do not know the name of your financial institution or can't find it, you may contact the Mastercard Fraud Team at FraudTeam@Mastercard.com. If you do not have access to email and prefer to send a letter to Mastercard, please address your concern to:

Consumer Inquiries
Mastercard
2000 Purchase Street
Purchase, NY 10577

Q: I believe someone has applied for a Mastercard credit card in my name. What should I do?

A: Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account. 

Q: There was a breach on my account and I received a new card. How can I get more information?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

Q: How do I report potential fraud?

A: If you possess contact information for someone who has committed fraud on a Mastercard account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

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Q: I'm a merchant. What is Mastercard SecureCode?

A: Mastercard SecureCode is a global program designed to provide online merchants with the added security of having issuing banks authenticate their cardholders when shopping.

- By particpating in SecureCode merchants can benefit from the liability shift (from merchant to issuer) which provides protection against "cardholder unauthorised" or "cardholder not recognised" chargebacks. Such protection is designed to reduce your chargeback exposure, losses and processing expenses. 

- When you implement SecureCode, consumer confidence increases, making your customers more likely to make an online purchase from you.

Q: Is SecureCode easy for online shoppers to use?

A: Yes, SecureCode is intergrated as part of your checkout experience, shoppers may be requested to provide additional information to their card issuer during the checkout before their online transaction can be completed.

Q: I'm a merchant, how do I get SecureCode for my business?

A: The SecureCode program may already be available through your transaction processor or service provider.  Alternatively, a list of  compliant MasterCard SecureCode vendors is available, visit: SecureCode technology vendors.

Q: Am I required to display the Mastercard SecureCode program logo on my site?

A: Yes. This lets customers know you are doing your part to help improve the safety of  their transactions.

The SecureCode program identifier is available on the Mastercard Brand Center. Download artwork

Q: I'm a consumer. What is Mastercard SecureCode?

A: Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card and gives you an additional layer of security that may protect you against unauthorised use of your card when you shop at participating online retailers.  This service is provided by your card issuing bank.

Q: How does Mastercard SecureCode work?

A: SecureCode works with your existing Mastercard account and it is easy to use.  SecureCode helps protect against unauthorised use of your card when you shop online.  

Look for the SecureCode logo at participating merchants.   When you make a purchase at a participating merchant, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction.  You may receive an one-time code via text message or some other method.   This information is not shared with the merchant, it is between you and your card issuer.  Check with your card issuing financial institution to participate in SecureCode.  They will provide you with the information needed to identify yourself during the purcahse.

Q: How do I know whether a merchant participates in SecureCode?

A: Many participating merchants display the SecureCode brand mark.  When you make a purchase at a participating online merchant, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction.  This information is not shared with the merchant, it is between you and your card issuer.

Q: Will I be able to make purchases at merchants that accept Mastercard, but do not participate in SecureCode?

A: If you make a purchase at a merchant that does not participate in SecureCode, you will continue to be protected from unauthorised purchases by Zero Liability from Mastercard. Certain restriction may apply.

Q: What should I do if I am experiencing any problems?

A: If you are experiencing problems with SecureCode please contact your Financial Institution.

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Q: My receipt did not clearly indicate the surcharge. What should I do?

A: Merchants can charge a surcharge to customers who choose to pay with debit, prepaid or credit cards. Merchants much clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge. The surcharge must not exceed the cost of acceptance for the Merchant.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.

Q: The merchant surcharge was a higher amount than I expected. What should I do?

A: The surcharge should not exceed the merchant's cost of acceptance, and this amount must be clearly displayed by the merchant.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.

Q: The merchant surcharge was not clearly disclosed before I paid. What should I do?

A: Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

Q: I was charged a surcharge without my knowledge. What should I do?

A: Merchants can charge an extra fee to all customers who pay with debit, prepaid or credit cards.

Merchants must clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge.

If you are not certain whether you have been charged appropriately or would like to report a questionable charge, email us at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.

Q: A merchant wanted to charge a surcharge or fee to use my Mastercard card. What should I do?

A: Merchants can charge an extra fee to customers who pay with debit, prepaid or credit cards, where permissible by law.

Merchants must clearly disclose their surcharge policies at the register or point of payment and clearly indicate the amount of the surcharge.

If you are not certain whether you have been charged appropriately or would like to report a questionable charge, email us at merchantsurcharge@mastercard.com. Alternatively you can contact the ACCC on 1300 302 502.

No FAQs are available
Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

A: Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit, debit or prepaid card to report the incident.

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Q: What is tokenisation?

A: Tokenisation is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

Q: What are the benefits of tokenisation?

A: Tokenisation reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions, as well as faster checkout experiences, new payment acceptance options and more ways to sell.

Q: How do I ensure that I can accept transactions from eligible devices?

A: Existing contactless terminals are compatible with tokenised transactions and no action is required. Mastercard offers merchants a free, optional service for a more secure in app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner
Q: What is Mastercard’s role in the launch of digital wallets?

A: The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

Q: What do these new digital payments mean for me?

A: For consumers and merchants alike, every purchase made with a tokenised Mastercard debit, credit, prepaid or small business card using a Digital Wallet offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenisation technology.

Q: Will this affect the way that I identify new or returning consumers?

A: Merchants that use card numbers to identify customers will not be able to recognise returning customers if it is the first time they are using their token since it appears as a new card number. However, when used again, merchants will be able to recognise the token associated with the consumer’s device.

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Q: How can I dispute a charge?

A: Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner. 

Q: Who do I contact if I never received an item that I purchased online or by phone?

A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card. 

Q: I made a purchase but received the wrong item. What should I do?

A: If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card. 

Q: How do I get a refund from a business that has filed bankruptcy?

A: If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. Typically, there is a customer service number for your financial institution on the back of your card card that you can call. 

Q: What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

A: If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason. Typically, there is a customer service number for your financial institution on the back of your card that you can call. 

Q: Questions not answered here?

A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically, there is a customer service number for your financial institution on the back of the card that you can call. 

No FAQs are available
No FAQs are available