Frequently Asked Questions

General

Q: What is the Freedom Prepaid MasterCard®?

The Freedom Card is a Chip & PIN prepaid MasterCard^® from the award winning prepaid card company White Eagle (Europe) Plc. The Freedom Prepaid Card is a payment card that works a bit like a pay as you go mobile phone. You can only spend what you have loaded on the card. Once the money loaded onto the card has been spent, you can't spend any more until you've topped it up. The Freedom Card is available from leading retailers in a handy Instant Issue retail pack or via our website.
Q: What fees will I pay?

Please see the 'Tariff Summary'.
Q: Can I change my tariff?

Yes you can change your tariff once a month. You can change your tariff by logging into the 'My Account' area. The cost of changing tariff is outlined in the 'Tariff Summary'.
Q: How much does the Freedom Card cost?

There is an issue fee. Please see pricing in the 'Tariff Summary'. Other card usage fees apply and these are clearly detailed in the Fees Summary section of the card terms and conditions.
Q: Is there an age restriction on buying or upgrading the Freedom Card?

You must be 18 years or older to buy a prepaid card. You can buy a Companion Card as a gift for someone else, however they do need to be aged 13 years or older. So you could for example buy one for your teenager and top it up with pocket money as an alternative to cash. When buying a card for a young teenager, it should be used with parental guidance.
Q: Do I need a bank account to get a Freedom Card?

No. You dont need a bank account to get our Freedom Prepaid MasterCard^®.
Q: Can I get a Freedom Card even if I have been made bankrupt or have any County Court Judgments?

Yes. Credit checks are not required for a Freedom Card or to apply for a reloadable upgrade.
Q: Can I get a Freedom Card if I do not currently live in the UK?

You can apply for the card so long as you have a UK address that we can deliver to. You will be required to provide proof of ID in the form of a passport but it need not be a UK passport. We are only allowed to sell the card to UK residents - that is why we only allow you to activate with a UK address.
Q: How do I create an online account?

Once you have activated your card, you will need to create an online account to view your statements and transaction history, update personal details, request PIN number and upgrade your account. You can do this by clicking here. Please fill in your details and remember to make a note of your account log in details.
Q: I have forgotten my online account log in details.

Please email the following details to customerservice@freedom-card.co.uk and we will respond back to you within 24 hours. Your 16 digit card number, date of birth, email address, postcode and mobile number. We can then email you a password reminder.
Q: What is a pending transaction?
Pending transactions appear on your account prefixed with "Auth". A pending transaction is a temporary charge held against your available funds. It relates to:
- A transaction (purchase or cash withdrawal) you've made using your Freedom Card which has been authorised for payment, but has not yet reached your account.
- Reserved funds requested by certain retailers. (e.g. upon check-in some hotels take your Freedom Card details for an 'authorisation transaction' that reserves enough funds to cover your bill).
- A payment or cash withdrawal you've made to your account which has not yet cleared.
Q: What happens to a pending transaction?

The pending transaction will either turn into a financial transaction (prefixed, on your statement, with "Fin") or will be removed automatically within 14 days.
Q: Do I need to do anything if I have a pending transaction on my Freedom Card Account?

No. Having a pending transaction on your account is part of the process by which a purchase is charged to your account. However, if you think the pending transaction may relate to fraudulent use of your card, please contact us immediately.
Q: What does "failed transaction" mean?

This is where the transaction has not completed. This could be due to a number of reasons; insufficient funds, the merchant has rejected payment if the correct verification has not been provided, the PIN has been entered incorrectly, or if you are at an ATM, the daily cash withdrawal amount may have been exceeded. Cash withdrawal limits on a non reloadable card card is £150, on a personalised card the limit is £500 (£200 in a single transaction).
Q: What does "commission" mean on my statement and why was it taken?

This is for fees associated with a purchase or cash withdrawal you have made. Please click here to review our 'Tariff Summary'.
Q: How can I top up my card if I am overseas?

You can top up your Freedom Card by bank transfer and internet banking if enabled.
Q: My wages/benefits have not yet been paid onto my card.

If it is 3-5 working days since these were paid onto your card, please contact Customer Services at customerservice@freedom-card.co.uk with the following information: Your card number and name, the exact amount that was meant to be paid to your card and who it is coming from, reference number and national insurance number.
Q: How can I top up using my debit card?

To top up using your debit card you need to have online banking. You will then make a payment/bank transfer and follow the onscreen instructions from your bank.
Q: I am trying to pay my mobile phone bill but it is being refused.

Some mobile phone operators do not accept prepaid cards as payment methods. Please check directly with your mobile phone operator.
Q: I have paid for my Freedom Card by SMS but I have not received the text messages.

If you have not received the text messages then you will not be charged. Please contact Customers Services by telephone on 0207-147-1603; fax on 01628 534 535; email at customerservice@freedom-card.co.uk or by writing to Customer Services at Freedom Eagle Cash Card PO Box 1294, Loudwater, High Wycombe, Bucks HP10 9TG.

Using Your Freedom Card

Q: Where can I use my Freedom Card?

The Freedom Card is accepted at over 30 million locations worldwide and at more than 1.5 million ATM's which display the MasterCard^® Acceptance Mark.
Q: Should I get a receipt when purchasing or topping-up my Freedom Card?

Yes. The retailer should always give you a receipt when you buy or reload your card. If you are buying a Freedom Card over the internet, make sure you print out and keep a copy of the receipt page.
Q: Do I need to register my details with you to activate or use my Freedom Card?

It depends on which type of card you have, if you purchased your card instore you will need to provide additional data to us during activation. To use your card you first need to activate it. To activate your card online click here and follow the prompts, or to activate via our customer support line, you can find our contact details here.
Q: Do I need to provide Identification to activate or use my card?
No, the beauty of the Instant Issue Freedom Card is that you do not need to supply any form of Identification or documentation at the time of purchase or activation. Until such time as you have provided us with an acceptable form of ID, you may use your card, but the following limits and rules apply:
- Maximum total amount that can be loaded within a 12 month period is £650 (loaded in one sum or increments thereof).
- The card will cease to function 12 months from the date of activation/ or when the turnover on your card has reached a total of £650 where ID verification has not been completed.
- The maximum ATM withdrawal is £150 per day.
Once you have provided us with an acceptable form of ID, this will allow you to hold up to £1,650 on your card at any one time, to load up to £1,650 per day and withdraw up to £250 per day from an ATM. In some cases, we may require you to send us more documentation as part of your application to enable us to grant you these limits.
You are able to upgrade to the Fully Personalised Freedom Card buy providing the correct ID verification such as a UK Drivers Licence or passport and paying the upgrade fee of £4.99
Q: How can I check my balance and transaction history?

We give you the freedom to help control your money in real time, 24 hours a day, 365 days per year. You can manage your card from your very own secure account management area on the website via our IVR (automated telephone system) or by using simple text commands from your mobile telephone. click here to view SMS Account Functions.
Q: Is there a limit to the number of Freedom Cards that I can purchase or upgrade?

Generally, we recommend one Freedom Card per user, although you can order a second card on the same account.
Q: Will I earn interest on my Freedom Card?

You will not earn any interest on any funds loaded on your Freedom Prepaid MasterCard Card^®.
Q: What is a security number (CVV2)?

The CVV2 number is the last 3 digits on the back of your card. The CVV number is required to activate a card you bought in store and to purchase goods online or over the phone.
Q: Can wages or benefits be paid onto the card?

Yes, please download the wages form in the following link and hand it to your employer or Benefits Officer to arrange.
Q: Can the card be used with PayPal?

Yes you will need to activate AND LOAD your card before you will be able to link it up to a PayPal account.
Q: Can cheques be used to top-up the card?

Yes, please find the details in the Cashing Cheques Page.
Q: Can the card be used for direct debits?

Direct debits are paid from bank accounts. Because the Freedom Plus Card is a prepaid card, not a bank account , it is not possible to pay by direct debit.
Q: What exchange rates do I get on the card?

Please see the Exchange Calculator to determine the exchange rate.
Q: I don’t have a mobile number or email address, what shall I do?

Please contact our customer support line, you can find our contact details here.
Q: I have had a problem with my SMS payment, what shall I do?

Please contact our customer support line, you can find our contact details here.
Q: I have had an error while trying to process my payment, what shall I do?

Please contact our customer support line, you can find our contact details here.

How do I top-up my card

Q: Can I use my Freedom Card straight away?

After you have activated your card and loaded funds, you will be able to use your card to shop online and over the telephone. Once you have retrieved your PIN you will be able to shop in-store and withdraw cash from an ATM. You can view your PIN by logging into 'My Account'.
Q: I have just topped-up my Freedom Card. How long does it take for you to load the money onto my card?

PayPoint: Once loaded, funds will normally be available for use on the card within two hours.

Bank Transfer: Funds will normally be available for use on the card within one hour of receipt from your bank, however, different banks vary. In some cases, funds can take up to five working days to appear on your card depending on which method you used to transfer funds. Please talk to your bank directly.

Post Office: Once loaded, funds will normally be available for use on the card by 10.30am the next day for loads carried out Mon to Thurs. For loads actioned on Fri/Sat the funds will be available to spend by 10.30am on Monday.Cheques: Please allow 10 working days for cheques to clear and be loaded onto your card.
Q: What are the smallest and largest amounts I can load onto my Freedom Card?

You can load as little as £10, up to £500 at any PayPoint location and £500 at any Post Office. You may also load your card via bank (click here to download the bank transfer form) or have your wages/ benefits paid directly onto your card, click here to download your wages/benefits form.

Keeping your card safe

Q: What if my Freedom Card is Lost or Stolen?

You should call customer service immediately using the telephone numbers listed on the contact us page. You can also temporarily block your card by sending a simple text message from your mobile phone. We will issue you with a new card if required and transfer the funds across from your old card. Click here to view SMS Account Functions.
Q: How will I get my PIN?

Call our automated system on 0207-147-1603. You will be first asked for your 16 digit Freedom Card number and also your date of birth. Once you have provided these, please follow the simple instructions. Please note that if you forget your PIN, you can access it via the 'My Account' area of the website at any time, by simply logging in and selecting PIN Reminder.
Q: Can I change my PIN?

It makes good sense to change the PIN from the one you are initially issued with to one that is easy to remember. This is easily done at most cash machines in the UK or abroad. All you do is insert your Freedom Card and enter the PIN you were issued with. If the PIN change option is on offer at the cash machine you are using, the instructions will pop-up on the screen.
Q: How can I change my PIN?

You can change your PIN by going to any ATM machine and following the onscreen instructions.
Q: What should I do if my PIN is blocked?

Please contact Customer Services
Q: I have entered the incorrect email address, how do I change this?

Please email us or contact our customer support line, you can find our contact details here. We will modify your contact details.
Q: How do I reset my username or password?

Your username and password were sent to your email address when you activated your card.

If you have forgotten your password then you can request a new one. To get a new password you should go to the "My Account" area on our website. At the bottom of the page you will see an option to request a new password. Click there and enter your username and the system will email you a new temporary password.

If you have forgotten your username then please email us or contact our customer support line, you can find our contact details here.
Q: What address should I give when I purchase goods online or by mail order/phone?

You need to use the registered address you gave at the time of activation. Remember you can always update your details by visiting the 'My Account' area of the website.
Q: I'm not happy with the service. How do I make a complaint?

We hope that you never have to complain about our products or services, however we accept that on some occasions things can go wrong. Where we're at fault, we want to put things right as quickly as possible, and will apologise to you. If you are unhappy with our products or services for any reason, you should tell us so that we can investigate your concerns. You can tell us: by telephone on 0207-147-1603; fax on 01628 534 535; email at customerservice@freedom-card.co.uk or by writing to Customer Services at Freedom Eagle Cash Card PO Box 1294, Loudwater, High Wycombe, Bucks HP10 9TG.

In most cases, we hope to resolve any problems within 24 hours. In some cases, we understand that it's not possible to resolve a problem in that timeframe, and in those cases we will write to you within 5 days of receiving your complaint to acknowledge your concerns, and will provide you with details of our complaints procedure. If you remain unhappy after your complaint has progressed through our complaints procedure, you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent and impartial service that looks to settle individual disputes between businesses providing financial services and their customers - this is free for customers. You can contact the Financial Ombudsman Service by telephoning 0845 080 1800.

Upgrading your card

Q: How do I upgrade my card?

To upgrade your card you simply go to the website and log into the 'My Account' area.
Q: Can I use the card to hire a car or make a hotel reservation?

Yes you can. However, if you use your card to guarantee a payment, the funds on your card will be pre-authorised and blocked for payment of that service. 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 for you to use until the final bill has been settled and cleared via VISA^®. Usually, any 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.
Q: When I upgrade my card do I have the same card details?

If you successfully upgrade to the £5,000 limit, you will keep the same card details. If you upgrade to the personalised card, a new card will be issued and you will receive new card details.
Q: Can I have a card with my name on it?

Yes, you will need to apply for the Fully Personalised Freedom Card, and supply the correct ID documentation.
Q: What forms of ID are acceptable to upgrade my Freedom Card or buy a Fully Personalised Freedom Card?
The following documents are acceptable*:
- UK or International Passport
- Full UK Photo Driving Licence
*all the above documents must be within the validity date and not have expired. Please click here for the complete list of documents that are accepted. If you do not have any of the above documents, do not worry, we may still be able to upgrade your card. Please call customer services for further assistance.

Companion Cards

Q: How do I apply for a Companion Card?

It's easy. You can request additional cards by logging onto the 'My Account' area of the website or by calling our Customer Services team using the contact details here. Card costs are displayed on the tariff summary page. See terms and conditions for full details.
Q: Can I have more than 1 Companion Card?

You can have up to two Companion Cards, however if you are a Freedom4schools parent you can have up to three Companion Cards.
Q: Can I control where my Companion Card holder is able to spend the funds?

No. It is just like giving them cash - once you give it to them they can do what they like with it. You can, however, view their statement online, 24/7.
Q: How will I know if my Companion Card holder is running low?

Please access the 'My Account' area of the website to view their card status.