Red explorer Mastercard®

Multi currency card for all your travel needs

Red explorer Mastercard®

FAQ

What is a Red Explorer Mastercard®?

The Red Explorer Mastercard® is a prepaid card that is available online and to moneycorp international payments customers only.

You are able to:

- Load funds from your moneycorp online account in any of the available Explorer Card currencies

- Unload available funds from the card to your moneycorp online account 

No matter where you are, your Explorer Card always knows which currency to use. You can lock in the exchange rate in advance, meaning you're free to spend without worrying about currency fluctuations. When you need more money, you are only a click away.

How many cards can I have?

You can only have one active Explorer Card at any given time. Additional card users are not permitted.

How do I reload my card?

Your moneycorp International Payments Account gives you access to and control of your moneycorp Explorer Card balance.

Online or via the moneycorp app you can:

- Load funds from your moneycorp online account in any of the available Explorer Card currencies

- Load funds with a debit card registered to your current address

- Unload available funds from the card to your moneycorp online account 

Please check our fees and limits for any applicable load limits that may apply. 

PLEASE NOTE: You can only reload your card up until 29th November 2022. After this date you will no longer be able to load funds onto the card.

 

What currency should I load my card with?

When you load your Explorer Card, payment will be taken in GBP then converted into the currency wallet of your choice. If you are an International Payments customer, you may be able to load the relevant currency directly onto the card, in which case no currency conversion takes place.

We recommend you load your card with the currency (or currencies) that match your destination. If you are travelling to a country that doesn’t use one of the available currencies on your Explorer Card, the best option is to keep your money in the GBP wallet. If you make a transaction in a non-explorer currency, you can still use your card. We will automatically convert your available funds to pay for your purchase. Just bear in mind that a foreign exchange fee will apply (please refer to our fees and limits for more details). 

If you don’t have any funds on your card in the currency of the country you are in, or you don’t have enough funds to pay for a purchase in the relevant currency of the country you’re in, then the balance will be taken from another currency on your card in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED. A foreign exchange fee will apply (please refer to our fees and limits for more details). 

How do I check my balance?

You can check your balance online, via My Account, or through the automated card balance service (see Card Services numbers below).

Card Services:

03300 101 808 (If calling from the UK)

+44 3300 101 808 (If calling from outside the UK)  

How do I change the pin of my Red Explorer Card?

You can change your PIN at any participating ATM in the UK and Europe that displays the Mastercard® Acceptance Mark and has a ‘PIN change’ function on the list of options from which to choose.

What if an ATM asks for a six-digit PIN?

In some countries, you may be asked for a six-digit PIN when using an ATM. However, Explorer Card uses a standard four digit PIN, which will still be accepted if the ATM has been set up correctly.

If you need assistance with any PIN issues, please call Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK).

What if I forget my PIN?

Automated PIN reminders are available by contacting Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). This service is available 24 hours a day, 7 days a week.

How can I access my transaction history?

You can access your Explorer Card transaction history online, via My Account or by contacting Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK).

What if I see a transaction that I don't recognise?

We recommend you check your transaction history at least once a month. 

If you notice a transaction on your card account that you do not recognise, please notify Card Services on +44 (0) 3300 101 808 without undue delay and in any event within thirteen (13) months of the transaction debit date. They will help you to check and confirm your transaction details. In the event that there’s an incorrect transaction, Card Services can start the dispute process on your behalf.

Can I update the debit card registered to my Explorer Card account?

Yes, you can do this online. To update your debit card details, just log into your Explorer Card account and follow the steps to reload your Explorer Card.

As part of this process you will be requested to submit your payment details. Simply include your new debit card details at this stage. Please note, your new debit card must be registered to you at the same UK address as your explorer card.

How do I update my personal details?

This can be done over the phone by contacting Card Services on - 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK). 

What steps do I take to unload my card and cash out unspent funds?

By phone

Contact the Card Services on 0330 010 1808 (if calling from the UK) or +44 330 010 1808 (if calling from outside the UK)  for a GBP refund of any unspent funds on the card to be issued to a UK bank or building society in your name. You may also be able to redeem the balance of any unspent funds in a currency other than GBP through Mastercard Card Services by calling 0800 056 0572. Please note that your bank or building society may apply their own foreign exchange rate to convert the funds into GBP unless you have an account in the relevant currency. 

 

Your account will be closed on cashing out.

 

Online

If you are an International Payments customer, you can transfer all available funds to your moneycorp online account. However, you will still need to contact Card Services to request them to close the card account.

Is there a monthly service fee?

moneycorp does not charge a monthly service fee. Please note, however, that if your card is inactive for 12 months, we will charge a monthly inactivity fee of £3.

For fees and limits, please download our Explorer brochure here.

How do I remove an old Explorer Card from my account?

In order to remove an Explorer Card from your account, you must first contact Mastercard customer services to cancel your card. The Mastercard number to call is located next to the signature strip on the card itself.

Once this is done, please call our customer service team on 0207 589 3000 and inform them that you wish to remove a card from your account. This will then be carried out for you.

Can I withdraw funds from my Explorer Card at one of your branches?

You cannot withdraw funds from your Explorer Card at any of our moneycorp branches.

If there are funds on your account that you are looking to withdraw, please bear in mind that withdrawing pounds from your card in the UK will incur additional charges. Please call our customer service team on 0207 589 3000 or download our Explorer brochure here for more information.

What is a Mastercard foreign exchange rate?

Where we refer to a Mastercard foreign exchange rate, this is the rate set by Mastercard and may vary throughout the day. You can check our foreign exchange rates and how they compare to the European Central Bank rates at www.travelprepaid.mastercard.com/rates.

How do the foreign exchange rates compare to the European central bank rates?

You can check how our foreign exchange rates compare to the European Central Bank rates at www.travelprepaid.mastercard.com/rates.

Why are you closing down the card?

Since 2014, Moneycorp has gradually exited its retail operations, closing 77 branches including sites at Oxford Street, Heathrow Airport and Stansted Airport. The last remaining retail site within Gatwick Airport closed earlier this year, marking an end to the Group’s retail franchise and an important step in its evolution from a UK foreign exchange business to a global payments and banking services provider. As part of this strategic change, the decision has been taken to close down the Explorer card products. Please click on the relevant card product below to understand the steps available to you. 

What if my card is expired?

If you have no funds on the card, there is no action for you to take. If you have funds on the card you can obtain your account balance by logging into your account at www.moneycorpcard.com or via the mobile app, or by contacting Card Services on 0800 056 0572 and following the automated prompts. Please note the last date you can spend your funds is 28 February 2023.

How do I get money off my card?

If you are not travelling and therefore not able to spend your money abroad then you can move money off your card by logging into your account at www.moneycorp.com. In the box on the left hand side titled “Explorer Card”, click on the hyperlink, “Apply for an Explorer multi-currency card”, and under “Manage your funds” select “Unload card” and follow the steps to load your Moneycorp online account. 

Please note that after the 29th November, you will only be able to unload funds by contacting Mastercard card services on 0800 056 0572. 

 

When is the last day I can load my card?

You can continue to load your card until the 29th November