Endsleigh travel card FAQs

Applying for a card

What is the Endsleigh Travel Prepaid Card?

The Endsleigh Travel Prepaid Mastercard® is a MasterCard prepaid card which provides a flexible and secure* way to manage your money whilst travelling abroad. Simply top up your Endsleigh Travel Card at any time and use it for overseas card purchases and cash withdrawals.

Who can apply for a card?

Applicants must be UK residents aged 18 or over.

How do I apply for a card?

You can apply online for a card. Applying is easy and secure. If you experience any difficulties during the application process, please telephone 020 7096 9456** (select option 9).

Do I need to pass a credit check to get this card?

No, because this is a prepaid card, rather than a credit card.

Are there any identity checks undertaken when applying for the card?

We do have to verify your identity against the information you have provided. In most cases, this verification will happen instantly, but in some cases we may need to ask you to send in documents that prove your identity. If we are unable to verify your identity from the documents you provide, we will be unable to send you a card.

How long will my card take to arrive?

Please allow 7 to 10 days for your card to arrive. If we need to ask for additional documents to prove your identity, it will take a little longer.

Why do I need a secret number?

You will be asked to input a secret number during the application process. You will need this number in order to activate your card and also if you forget your password. If you forget your secret number, please contact Customer Care on 020 7096 9456 and select Option 9.

Activating and topping up your card

How do I activate my card and get my PIN?

You can activate your card by visiting www.endsleigh.co.uk/card and clicking on the ‘Log into your account’ link. You’ll need your card, your 9 digit eccount number (which appears on the front of your card) and the four-digit secret number you chose when applying for the card. Go to the Security tab within the online servicing menu and follow the instructions to view your PIN.

Alternatively, you can activate your card and retrieve your PIN by calling 020 7096 9456. During the call you will be prompted through the activation process and at the end, given your PIN.

Please ensure you memorise your PIN for future use. You can change your PIN online and at most cash machines in the UK.

How do I top up my card?

You can top up your card by bank transfer, debit card, credit card, or at any Post Office or Paypoint branch.

Faster Payment Bank Transfer

We recommend that you link your Endsleigh Travel Card to your personal bank account and do a bank transfer. This is free and you can top up a maximum of £2000 in one transaction. Please note, that if your bank uses faster payments, the money will be available on the next working day, otherwise it can take up to 3 working days.

You will need the following information to set up your Endsleigh Travel Card as a new payee within your personal bank account:

  • Account name: WDCS re TMS GBP
  • Bank: Barclays Bank Plc
  • Bank account number: 20505412
  • Sort code: 20-82-94
  • Payment Reference: 9 digit eccount number. You will be able to find your eccount number on the bottom left hand corner of your card

Debit/Credit Card

Top up using your debit or credit card by logging into your account online and visiting the ‘Top-Up tab. (debit card fee £0.99 per load, maximum daily load of £750/credit card fee 3% of load value, maximum daily load of £750). When topping up with a debit or credit card for the first time, it can take up to three working days for the money to clear on your card. However, all subsequent top ups using the same debit or credit card are immediate and will clear on the same day.

Post Office

You can top up at 12,000 Post Office® branches nationwide (fee £0.99 per load, maximum daily load of £250). Cash top ups made at a Post Office will take one working day to clear.

PayPoint

Top up your card with cash at nearly 22,000 PayPoint terminals located in newsagents, convenience stores, supermarkets, garages and off-licences near to you (fee 3% of load value, maximum daily load of £249). PayPoint top ups clear on the same day. 

Using your online account

What is an eccount wallet?

Your Endsleigh Travel Card comes with both a card and an eccount which can both be accessed online. The eccount acts as a secure online wallet that holds your funds safely and offers a range of convenient features to help you manage your money.

When you first top-up, your money will be loaded directly to your card for immediate use. Using the 'Top-up settings' in the online servicing menu, you can change the way your money is distributed between your eccount wallet and card(s).

For example, whenever you load, you could allocate half to your eccount wallet and distribute the rest to your card(s). You may want to do this for security reasons, rather than loading all the money directly on to the card in one go.

To manually move money online, go to the 'Move funds' tab, select the source you wish to move money from and to, and then select the amount.

How do I reset my password?

To reset your password, go to www.endsleigh.co.uk/card and clicking on the ‘Log in to your account’ link and then go to the 'Security' tab and select 'Change password'.

How do I update my personal details?

If you are the account holder, you can update your mobile number and email address under the 'Account holder' tab. If you are a card holder, go to the 'Cardholders' tab.

How do I request an additional card?

An additional card costs £4.99 and can be purchased by logging into your account online.

Additional cardholders must be UK residents who are aged 18 or over. Having an additional card linked to the same account gives you the option to share money between cards. The additional card could be given to a friend or family member or used as a back-up card in case you lose or have your main card stolen.

Please note that in India, local laws mean that additional cards cannot be used for sharing money with a family member or friend.

How do I report that my card is lost or stolen?

If your card is lost or stolen, let us know as soon as possible by calling us on + +44 20 7101 6599 from overseas or 020 7096 9456 from the UK, available 24 hours a day. We will cancel your Endsleigh Travel Card and issue you with a replacement within 7 to 10 days.

What if I misplace my card?

If you have misplaced your card, you can temporarily lock the card using your mobile phone by texting "BLOCK" and the last four digits of your card number to 80777 (texts charged at standard network rate). This enables you to unlock the card again if you find it without having to report the card lost or stolen. Simply text "UNBLOCK" and the last four digits of your card to 80777 and you can continue to use the card as normal.

Card fees

How much does my Endsleigh Travel Card cost?

There is an initial card issue fee of £9.95, but this is automatically refunded back onto your card balance if your first load is £100 or more.

What other card fees should I be aware of?

Please refer to the terms and conditions section about card fees.

Will I pay any fees if I do not use my Endsleigh Travel Prepaid Card?

A dormancy fee of £1 per month will automatically be deducted from your card balance following 12 months of card inactivity. The fee will continue to be charged until the card is active again (e.g. topped up with money or used for a card or ATM transaction).

What exchange rate will I get?

Your money will be topped up onto the card in GBP and any card transactions you make when travelling abroad will be based on the current daily exchange rate. Call 020 7096 9456 and select Option 1, 3 and 1 to hear the daily exchange rate. You’ll need your eccount number to hand in order to use this service.

When does the ATM fee get refunded?

If you withdraw money from an ATM, you will be charged a £2.25 fee when overseas. This will show on your statement as £2.25 ATM fee. The fee is then refunded to your card or eccount wallet if your withdraw £50 or more. Please note that it is not shown as a separate line on your statement. It is included in your overall card or eccount wallet balance.

Setting up top up and balance alerts

How to set up balance and top up Alerts

You can set up top up alerts to let you know when your card has been topped up and when your balance is getting low:

Simply log in to your account online, call the automated telephone line or send a text:

  1. Log in online: Log in and choose ‘Eccount Summary’ or ‘Move Money’ tabs
  2. Call our automated telephone line: 020 7096 9456 or 020 7070 4907
  3. Using our Mobile eccount service direct from your mobile phone, text the bold words from the list below to +44 7781 474776 (overseas) or 80777 (UK):
  • BAL - Check total balance
  • BAL XXXX - Check card balance*
  • BAL ECC - Check eccount wallet balance
  • MOVE amount from XXXX to XXXX - Move money from card to card*
  • MOVE amount from ECC to XXXX - Move money from eccount wallet to card*
  • MOVE amount from XXXX to ECC - Move money from card to eccount*

*XXXX represents the last 4 digits of your 16 digit card number.

There is no additional charge for the check balance service. A £0.20 charge applies to the other services and standard network rates apply to all. Your mobile phone number must be registered to your card account. If you need to update this, please log in to your account and update your details.

How to report your card as LOST or STOLEN by SMS

Text, LOST XXXX or STOLEN XXXX to +44 7781 474776 (overseas) or 80777 (UK). (XXXX represents the last 4 digits of your 16 digit card number). £0.20p charge + standard network rates apply.

Lost and Stolen blocks are permanent and cannot be lifted.

Additional questions

What should I do when my Endsleigh Travel Card expires?

This agreement will terminate 36 months from the account opening date and you may need to re- apply for a new Endsleigh Travel Card. Please call us on 020 7096 9456 and we will arrange for a new card to be issued to you within 7-10 days. A replacement card fee of £4.95 will apply.

If you have any unused funds on your old card, we will move these over to your new card. If you do not wish to apply for a new card, we will transfer any funds on your card back to you. Please note, fees may apply, please refer to your terms and conditions. Please allow up to 7 working days for the funds to reach your bank account.

How do I close my account?

Please call us on 020 7096 9456. Fees may apply. See terms and conditions for details.

How can I contact the Endsleigh Travel Card team?

You can email us 24 hours a day at endsleigh@eccount.com . We aim to respond to all queries within 48 hours. Or you can call us on 020 7096 9456 (+44 207 096 9456 from overseas). Our customer care team are available 24 hours a day and you can use the automated service to manage your card at any time. Calls will be charged. For your call charges, please check with your service provider. Calls made using other service providers, from mobiles or overseas, may vary.

Can I use my Endsleigh Travel Card to get cash over the bank counter?

No. You can only use a cash machine.

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.

Can I use my Endsleigh Travel Card to guarantee payments or make reservations?

If you are using your card for 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 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 for you to use until the final bill has been settled and cleared via MasterCard. For this reason, you may wish to avoid using your Endsleigh Travel card for these types of transactions.

Are there any outlets where I may not be able to use my Endsleigh Travel Card?

You may not be able to use your card if a retail outlet is unable to obtain authorisation for the amount you wish to spend. 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 card. Alternatively, the difference can occur between the amount authorised and the amount subsequently claimed.

Can I use my Endsleigh Travel Card to pay at toll roads abroad?

Not always – your card is a MasterCard card and should be accepted everywhere you see the MasterCard Acceptance Mark. However, some toll road payment kiosks are 'offline', meaning they cannot check that the card has the available funds before they allow you through the toll. As a result of this, they often choose not to accept prepaid cards.

When are transactions declined?

Transactions can be declined if the retailer can't verify online that there are enough funds in your eccount to cover the value of the transaction you are making, including any applicable charges.

Who provides the card?

The Endsleigh Travel Prepaid Card is provided by Tuxedo Money Plus Limited, an approved MasterCard member service provider in the UK. The cards are issued by Wirecard Card Solutions Ltd pursuant to licence by MasterCard International Inc.

Prepaid travel cards

The prepaid travel card is safer than carrying cash and can save you a lot of time if any were lost or stolen. By clicking "Apply now" you will leave the website of Endsleigh Insurance Services Ltd ("Endsleigh"). Endsleigh cannot guarantee the accuracy of the content on third party websites.

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