FAQsFAQs

The AcornCard Prepaid MasterCard® is a
modern and secure alternative to cash.

NEW CARD REQUESTS

ACTIVATING AND USING YOUR ACORNCARD

ISSUES USING YOUR ACORNCARD

LOADING YOUR ACORNCARD

ONLINE ACCOUNT INFORMATION

SMS ALERTS

NEW CARD REQUESTS

When will I receive my card and PIN?
Both your card and PIN should be received within 10 working days from when requested.

Is my AcornCard like a normal bank debit or credit card?
This card has no overdraft facility. You must top-up or transfer money to the card before you can spend it.

Where can I use my AcornCard?
Anywhere the MasterCard® acceptance mark is displayed. Supermarkets, high street shops and cash points.

I haven’t received my AcornCard, what should I do?
If you haven’t received your card after 10 days, contact Customer Services.

My AcornCard has arrived but no PIN?
For security, the card and PIN are issued in different envelopes. If you have not received your PIN within 4 working days of your card contact Customer Services.

ACTIVATING AND USING YOUR ACORNCARD

Does my AcornCard work as soon as it arrives?
No, when you receive your card you will need to activate it by following the instructions enclosed with the AcornCard.

How do I change my PIN?
You can change your PIN at any cash point displaying the MasterCard® acceptance mark.

Can I use the AcornCard at a cash point?
Yes. Anywhere the MasterCard® acceptance mark is displayed.

Can I use a cash point in pubs and clubs?
Yes, but these usually charge a fee.

How much can I withdraw at a cash point in a day?
£250, as long as you have sufficient funds available.

Can I increase the amount I can withdraw at a cash point in a day?
No, it’s fixed across the board for all card holders.

Are there any limits on my AcornCard?
For your security we limit how many transactions you can make a day:

  • 4 cash point withdrawals
  • 8 purchases, Chip and PIN or online (e.g. Amazon)

What is a pre-auth?
Every transaction starts with a pre-auth. This checks that you have the funds available. The actual transaction will come through within a couple of days. Until that time, the pre-auth’d amount will be blocked on your card.
In some situations, e.g. opening a tab at the bar, a fixed amount is pre-auth’d to cover what you could spend. Your final bill is likely to be less. It will take up to 10 days for the difference to unblock on your card.

How do my transactions get authorised?
All transactions go via MasterCard® to us for approval. We respond with a yes or a no, depending on the available funds in your account and your account status.


What address should I use when making online and telephone purchases?
Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.

Can I use my AcornCard abroad?
Yes, anywhere that the MasterCard® acceptance mark is displayed.

A card transaction has been refunded why is it not showing on my account?
It can take a few days for refunds to hit your account.

ISSUES USING YOUR AcornCard

I have lost my AcornCard?
Call our lost and stolen card line immediately on 01756 693275. This line is manned 24 hours a day, 365 days a year. Until you notify us, you are responsible for any transactions made on the card.

I have forgotten my PIN?
Contact Customer Services, they can request a new PIN.

I have blocked my PIN, what should I do?
Contact Customer Services, they can unblock it.

I have received a new PIN and shop purchases are being declined, why?
When you receive a new PIN, go to a cash point first so that the chip on your card can be updated.

What do I do if my AcornCard doesn’t work?
First, do a few checks:

  • Check you have sufficient funds
  • Check your card is not damaged
  • Check your card has not expired
  • Ensure your card has not been blocked on your instruction
  • Make sure you are using the correct PIN

If it still doesn’t work, contact Customer Services.

LOADING YOUR AcornCard

How can I top-up my account?
See our help page on how to top-up your account

Who can load funds onto my AcornCard?
Anyone with your sortcode and account number, or top-up barcode.

ONLINE ACCOUNT INFORMATION

What can I do within my online account?
You can do many of the things you can with a normal bank account, e.g. set-up standing orders or pay bills by bank transfer. You can also view and download your statements and see pending transactions.

How can I get my current balance on my account?
You can get your current balance by logging into your online account, or by SMS. Just text BALANCE to 07770 500 500

What are pending items?
These are the pre-auths. They will remain on your account until we get the transaction through, should be no more than a couple of days. By looking at the pending items, you can find out what is about to come out of your account.
Transactions which are cancelled or refunded may take up to 15 days to be removed from this list.

Why are purchases showing in recent items?
The recent items screen shows all transactions since your last statement. When your next statement is generated, they will be included in that.

Can I transfer money from my AcornCard to my bank or savings account?
Yes, using the transfer function in your online account (click My Account, the option is located down the right hand side of the screen).

Which password do I need to enter when confirming a Transfer request?
You only have one password with AcornCard, the password you used when logging in. Re-enter this same password.

Can I request a bank transfer at anytime of the day?
Yes, but CHAPS transfers received after 2.30pm and Bank Transfer (BACS) requests after 5pm will be processed the next working day.

Can I have Direct Debits taken directly from my AcornCard?
No, but you can set-up standing orders on your account.

How can I set-up standing orders on my account?
Within My Account click Standing Orders on the right hand side of the screen and follow the instructions on screen.

How do I change my password?
To change your password, login to your online account and click Profile. The Change Password option is on the right hand side of the screen.

What should I do if I have forgotten my password?
On the website you can by click Forgot your password, or you can contact Customer Services.

I have blocked my account, what should I do?
Contact Customer Services, they can remove the block.

How often will I receive statements?
Statements can be emailed to you on a daily, weekly or monthly basis depending on your requirements.

Can I stop receiving statements by email?
Yes. Login to your online account, click select My Account, the Change email options is on the right hand side of the screen. Untick the statement option and click Update. You will still receive a yearly statement.

Can I receive paper statements?
Yes, on request. Contact Customer Services to arrange.

How do I change the details you hold for me?
Login to your online account and click the Profile tab. From here you can change your contact details. If your name has changed, please contact Customer Services.

How do I cancel my AcornCard?
Email us from your registered email address requesting cancellation. Cut up the card and return it to us.

What are security questions?
When you first login to your online account, you will be asked 4 security questions. Each subsequent time you will be asked to answer one at random. You will also be asked one of these questions when contacting Customer Services by phone.

SMS ALERTS

Can I receive updates on my account by SMS?
Yes, you can select to receive SMS alerts on your AcornCard.

What SMS alerts can I receive?
You can choose to receive an SMS when:

  • Your card is used at a cash point
  • Your card is used in a shop or online (e.g. Amazon)
  • You receive money into your account

How do I enable SMS alerts?
Login to your online account and click My Account. On right hand side of the screen click Change SMS options. Select the options you require and click Update.

Important: Check the mobile number on your profile before enabling SMS alerts. You will still be charged for alerts if your number is wrong!