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Frequently Asked Questions |
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| 1 |
Who is Tuxedo? |
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Tuxedo MoneyPlus Limited is an approved MasterCard Service Provider offering a range of prepaid stored value cards. See ‘About Us’ for more details. |
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| 2 |
How much does the Prepaid Maestro® card cost? |
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The cost of the pack is £9.95 (maximum) |
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3 |
How do I find out what fees I will be charged? |
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Charges are clearly detailed under our fee section. Alternatively, please call Customer Care on
0207 488 1012. |
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| 4 |
Do I need to provide for extra charges? |
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You should always take into account that there may be additional transaction charges and fees and should allow an extra percentage to cover these fees when using your card. |
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5 |
Are there any interest charges on my Tuxedo Blue Diamond card? |
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No. Your card is Prepaid and is covered by e-money regulations which do not allow interest charges on this type of product. |
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6 |
Do I need a Bank account to get a Prepaid Maestro® Card? |
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No. Anyone can get a Tuxedo Prepaid Maestro® card |
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| 7 |
Can I get a Tuxedo Blue Diamond card if I have a foreign passport? |
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Yes, if you qualify, you do not require a UK passport to get a Tuxedo Prepaid Maestro® card. |
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8 |
Can I get a Tuxedo card if I have no credit history? |
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Yes – there are no credit checks required for a Tuxedo Prepaid Maestro® card. |
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| 9 |
How many Tuxedo Blue Diamond cards can I have? |
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You can only have one card per account but you can register up to three separate cards by purchasing three packs. |
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| 10 |
How do I activate my Prepaid Maestro® Card? |
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We aim to activate your card as soon as we recieve your completed registration form and it has been validated. |
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| 11 |
Can I use my card immediately? |
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Once your card is activated by us and loaded with money by you, you can use it to pay for whatever you want, wherever Prepaid Maestro® Cards are accepted. |
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| 12 |
How do I get additional cards for my family, dependants or friends? |
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It’s easy – simply buy a pack and register them. |
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| 13 |
How do I reload my Prepaid Maestro® Card? |
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With cash at high street bank branches shown on the Top-up locator. Use the paying-in book provided in your pack.
You can also pay-in by standing order or bank transfer. Call Customer Care for details.
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| 14 |
Will I be charged for additional paying-in books? |
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No, additional paying-in books are free. |
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| 15 |
Can my employer pay my wages directly onto my Tuxedo Card? |
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Yes this can be arranged. Call Customer Care for details and on how to set up a Standing Order or Bank Transfer. Using your card to Withdraw and make Purchases |
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| 16 |
Where can I withdraw cash? |
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At any ATM that carries the MasterCard®, Prepaid Maestro® or Cirrus brand. There are over 1.2 million ATM’s worldwide. Please see our ATM locator. |
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| 17 |
How much cash I can withdraw with my Prepaid Maestro® Card each day? |
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The maximum amount you may withdraw per day from ATM’s is £200. |
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| 18 |
Will I be able to use my non-chip Tuxedo Blue Diamond card to shop in stores? |
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All stores should accept Swipe and PIN. Most countries do not have chip cards. The retailer must swipe your card through their terminal and follow the process - either validation by asking you to enter your PIN or a request for you to sign |
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| 19 |
Can I get text message alerts when I use my Tuxedo Card? |
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Yes you can ask to be alerted when transactions are made on your card by calling customer care if you have not selected the option when registering. UK and international Texts are charged at 8p each. |
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| 20 |
Can I use my Tuxedo Blue Diamond card to get cash from a bank? |
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No, but you can use an ATM or ask for cash back when shopping in stores. |
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| 21 |
Can I use my card to make purchases? |
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Yes as long as you have sufficient funds you can use your card online, by phone and in store to make purchases. |
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| 22 |
What name and address do I use when making purchases online? |
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Even if the website that you are making purchases on asks for the name as it is on the card, you should use the name and address that you have registered with. |
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| 23 |
What address should I give when I purchase goods online, by mail order or by phone? |
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The billing address should be the address registered by the primary cardholder even if you are the authorised user. |
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| 24 |
What do I do if a website asks me for my card start date or issue number? |
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Your card start date may not be printed on your Tuxedo card and will be given to you by customer care when your card is activated. If you have forgotten the start date provided, please call Customer Care. Your card does not have an issue number |
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| 25 |
Can I use my card abroad? |
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Yes at ATM’s and in stores and retail outlets that accept Prepaid Maestro® cards. |
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| 26 |
Where can I withdraw cash? |
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At any ATM that carries the MasterCard®, Prepaid Maestro® or Cirrus® brand. There are over 1.2 million ATM’s worldwide. Please see our ATM locator. |
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| 27 |
How much cash I can withdraw with my card each day? |
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The maximum amount you may withdraw per day from ATM’s is £200. |
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| 28 |
Will I be able to use my non-chip Tuxedo Blue Diamond card to shop in stores? |
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All stores should accept Swipe and PIN. Most countries do not have chip cards. The retailer must swipe your card through their terminal and follow the process - either validation by asking you to enter your PIN or a request for you to sign |
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| 29 |
Can I get text message alerts when I use my Tuxedo Card? |
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Yes you can ask to be alerted when transactions are made on your card by calling customer care if you have not selected the option when registering. UK and international Texts are charged at 8p each. |
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| 30 |
Can I use my Tuxedo Blue Diamond card to get cash from a bank? |
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No, but you can use an ATM or ask for cash back when shopping in stores. |
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| 31 |
Can I use my card to make purchases? |
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Yes as long as you have sufficient funds you can use your card online, by phone and in store to make purchases. |
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| 32 |
What name and address do I use when making purchases online? |
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Even if the website that you are making purchases on asks for the name as it is on the card, you should use the name and address that you have registered with. |
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| 33 |
What address should I give when I purchase goods online, by mail order or by phone? |
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The billing address should be the address registered by the primary cardholder even if you are the authorised user. |
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| 34 |
What do I do if a website asks me for my card start date or issue number? |
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Your card start date may not be printed on your Tuxedo card and will be given to you by customer care when your card is activated. If you have forgotten the start date provided, please call Customer Care. Your card does not have an issue number. |
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| 35 |
Can I use my card abroad? |
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Yes at ATM’s and in stores and retail outlets that accept Prepaid Maestro® cards. |
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| 36 |
What is a pre-authorisation? |
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A pre-authorisation is carried out when a merchant reserves funds on any card to ensure payment of services. Merchants that often do this include restaurants and hotels. 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 it may take a few days for you to receive the balance as a refund onto your account. |
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| 37 |
How safe are your funds? |
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The Financial Services Compensation Scheme is not applicable for this Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with this Prepaid Maestro® card. This means that in the unlikely event that Newcastle Building Society becomes insolvent your funds may become valueless and unusable and as a result you may lose your money. |
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| 38 |
How do I check the available funds on my Tuxedo Card? |
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You can view your balance by logging on to our website or by calling our automated service on
0207 488 1012. |
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| 39 |
How are my transactions authorised? |
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Retail outlets request authorization via Mastercard®. We are linked to MasterCard® via a processor that will verify that you have enough funds available in the sealed account that you hold with us. If not the transaction will be declined. If approved the funds are paid over to MasterCard from our sealed account for settlement to the Merchant. At no time can anyone other than you see the balance available on your account. |
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| 40 |
What if I wish to cancel a transaction or card authorisation? |
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If you decide to cancel a transaction that has already been authorized it may take a few days before your funds can be cleared for use on your card again and you will not be able to use those funds for other transactions. |
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| 41 |
When are transactions declined? |
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If the retailer cannot verify online that you have sufficient funds in your account to cover the value of the transaction, including applicable charges, that you are making. |
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| 42 |
BETTER THAN CASH |
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Your Prepaid Maestro® card provides security and peace of mind.
Using your Tuxedo Prepaid Maestro® card is simpler and more secure than carrying money, however, we recommend that you take care of your card as you would do your cash.
It is truly a comforting thought - access to your money in a wide number of place across the globe for day to day purchases. Plus, when you use Prepaid Maestro® abroad, you will find card acceptance and cash access at shops, restaurants and cash machines in over 100 countries around the world; just look for the Prepaid Maestro® brand mark.
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| 43 |
YOUR PIN |
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Memorise your Prepaid Maestro® card Personal Identification Number (PIN).
Never write down your PIN or store it in the same place as your card.
Do not reveal your PIN to anyone, except a nominated user. In this instance the PIN must be communicated discreetly and then destroyed.
If you suspect that someone else knows your PIN you must contact us immediately and we will issue you with a new one.
When using a cash machine, shield the screen and keypad for additional security.
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| 44 |
ONLINE SECURITY |
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Making purchases online is just as easy as visiting the High Street with your Prepaid Maestro® card. As Internet shopping has become increasingly popular most reputable retailers run sites that are safe and highly secure.
Some websites may require you to enter your card start date. Your Maestro® card may not have a start date embossed on it. If so you will have recieved this information during your welcome call from one of our Customer Care representatives.
You should never provide your PIN when making purchases online.
Do not shop on a site that does not have a secure site certificate. Ensure that the yellow padlock indicator is shown.
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| 45 |
In-store |
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You can use your Prepaid Maestro® card at over 9.5 million locations worldwide displaying the Maestro® acceptance mark.
If you are entering your PIN to pay for goods or services, we advise you to be vigilant and to shield the keypad for additional security.
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| 46 |
LOST OR STOLEN |
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What to do
Please call us immediately on 0845 241 4278 (from overseas dial +44 20 7101 6599). We will cancel the Prepaid Maestro® card and issue you with a replacement within 7-10 days.
Peace of mind
Your card is PIN protected, providing reassurance that should your card ever be lost or stolen, no-one will be able to withdraw your cash.
You should not reveal your PIN to anyone, except when sending your prepaid Maestro® card abroad to a nominated user. In these circumstances the PIN must be communicated discreetly and the new user must ensure they do not disclose the number to anyone else.
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| 47 |
PHISHING |
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Tuxedo will never send an email to a customer requesting security or any other confidential information about your Prepaid Maestro® card.
If you receive an email claiming to be from Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be the Tuxedo or Newcastle Building Society website, do not enter your personal or account details.
Tuxedo and Newcastle Building Society are in no way involved with this email and the website does not belong to us or Newcastle.
Never reply to any such emails or disclose any personal information on such websites.
If you think you have received a fraudulent email that looks like it is from Tuxedo or Newcastle Building Society, please forward the entire email including the header and footer to security@tuxedocard.com and then delete it from your email account. |
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| 48 |
What do I do if my Prepaid Maestro® card is lost or stolen? |
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Please call us immediately on
0207 488 1012. We will cancel the card and issue you with a replacement within 7 – 10 days. |
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| 49 |
What do I do when my Prepaid Maestro® card expires? |
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We will call you, before the expiry date on your card, to confirm whether you require a FREE replacement card. |
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| 50 |
How do I close my account? |
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Call Customer Care |
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Contact our Customer Care department on: 0207 488 1012
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