Card & PIN
Do I need to activate my card?
Yes, you must activate your card before you can start spending. It's quick and simple,
and enables us to set your account up so you can view your account information.
Just return to the homepage and select the ‘Activate now' option to begin.
How do I activate my card?
To activate your card, you simply need to complete your account registration, which will only take a couple of minutes and consists of three simple steps.
1.Enter your details
2.Activate your card
3.Set up your online account
You will need to have your card handy and access to your mobile phone and email to complete the process. Just return to the homepage and select the ‘Activate now’ option to begin.
I don't have an activation code?
That's ok! We'll send you the activation code during the registration process where you will be able to receive it by SMS or email (depending on what details we hold for you). If you have any issues receiving your code, then please get in touch so we can help you resolve!
I can't activate my card?
If you have tried to activate your card but are still facing issues, please let us know and we will help you through it!
How do I report my card as lost or stolen?
If you think you have lost your card or had it stolen, please get in touch with us straight away so that we can block that card and get a new one out to you as soon as possible. Please note, charges may apply for a replacement card so check your terms and conditions for more information.
Is my card replaced when it expires?
We support lots of different card programmes, so please check your Terms and Conditions to see if your card will be auto-renewed on its expiry or not.
Can I get a PIN reminder?
Yes. You can view your PIN anytime by logging into your account. Just go to My Account in the top menu, and then select Card & PIN. Here you'll see an option to View PIN. Select this and your 4-digit card PIN will be displayed on-screen. If you have SMS services enabled on your account you can also benefit from an SMS PIN reminder where you can text 'PIN' and have it sent directly to your phone. See 'How do I set up SMS services?' for more information.
How do I unlock my PIN?
You can unlock your PIN at any ATM displaying the Mastercard® symbol using the PIN Services option.
Can I change my PIN?
Yes, you can change your PIN at any ATM displaying the Mastercard® symbol using the PIN Services option.
Why is there a pending transaction showing on my account?
A transaction can show as pending on your account if it has not yet been processed by the retailer. If a transaction hasn't been successful or the retailer has cancelled it, the relevant funds may remain as pending for up to 15 working days. If you need access to these funds sooner, please contact us.
How long can a refund take to go through?
Refunds can take up to 7 days to be credited back to your card.
What happens if the service or item I wish to buy is more than the balance on my card?
You can only spend the balance available on your card. Many retailers will accept your card as part payment (at their discretion). If they do, you'll first need to pay the excess amount by other means, so that the amount left outstanding is the same, or less than your available card balance. You can then pay the balance using the funds on your card. Part-payment is not available for online transactions.
Are there any restrictions on where I can use my card?
You can't use your card to withdraw cash, obtain cashback or foreign currency, or to pay at any kind of automated payment machine (such as CAT terminals, pay@pump, tolls, and car park or train ticket machines). You also cannot use your card for subscriptions, automated periodic payments or gambling; or for obtaining illegal goods or services.
If the use of your card is restricted to specific retailers only, this will be detailed under the
Retailers option when you are logged in. Restricted cards will not be accepted in any franchise stores, which are normally found at airports, train and service stations.
What should I do if I have a negative balance on my card?
If your card has gone in to a negative balance, you will need to reimburse us. We will contact you within two weeks with instructions on how to do this, and may cancel your card. If you notice your card has gone into a negative balance before you hear from us, please contact us as soon as possible.
I am under 18 - Can I still use my card everywhere?
If you're under 18, you won't be able to use your card in pubs, bars, nightclubs, some restaurants, wine and beer wholesalers and cigar/tobacco shops. Once you reach 18 this restriction no longer applies.
Can I use my card to withdraw cash or obtain cashback?
No, you are not able to use your card for cash withdrawals or for cashback from a retailer.
Is there a maximum balance I can have on my card at any one time?
Yes, there is a maximum balance and top-up limit. These limits can be viewed when you are logged in and select the
Top-Up option from menu.
Can I top up my card with extra money?
We have lots of different card products, some can be topped up and others can't. If when you login to your account you can see a
Top Up option on the screen then you have a reloadable card, and you'll be able to top it up using a debit card registered to the same name and address that we hold for you.
How can I top up my card?
If you have top up enabled on your card then you can top it up:
- with a debit card via the website
- with a debit card via the mobile app. You will need to have completed one top up via the website first.
- via SMS top up if available to you. You need to set this service up first but once done its a handy feature to keep your card topped up.
How do I use SMS top up?
If you have SMS top up enabled and have successfully set it up, then to top up your card you just need to text
TOPUP, followed by the amount you want to top up by and the Security code from the back of your card and send it to 07481 339960. So for example, if I wanted to top up by £100 I would send:
TOPUP 100 123
My top up failed?
Your top up may have failed for a number of reasons:
- You do not have sufficient funds available in the account you are using to top up your card.
- The card details you have entered are incorrect. Please make sure the details match what is printed on your card.
- The address registered to your Pure Card is different to the bank’s information. If this is the case you will need to update your address either with Pure Card or with your bank to be able to complete the top up with that card.
- There is a technical issue with Pure Card.
If you have checked all the above, and continuing to have issues, please
Contact us and we will look into this further
How do I change the debit card used to top up?
After you have completed your first top up, we will save your card details so that you can do a
quick top up in future. However if you want to change this card, simply select
Top up from the main menu, enter the amount you want to top up by and hit
proceed. You will be transferred to our payment partner site, Secure Trading. Simply choose your card type and fill in your card details. We can only save the last card that you used so this will replace any previous card we had saved.
I've forgotten my password, what should I do?
You’ll need your password to access your account online or through the mobile app. You can reset your password at any time. On the login screen just choose the
'Forgotten Password?' option. You’ll be asked to enter your 9-digit card ID and a password reset email will be sent to the address on your account. Then just follow the onscreen instructions to create a new password.
What browsers does the website work with?
This website is designed to support the latest versions of Chrome, Firefox, Safari, Microsoft Edge and Internet Explorer. It is also built "responsively" meaning it will reshape depending on the screen size of the device you are using.
Why do I need a username to login?
Previously, all cardholders would login with their card ID which means you’d need your card on you to login. We’ve updated this to be a ‘Username’ on the website, so that it’s easier to remember. You can still set this as your card ID if you like, or an email address or something else more memorable, it just needs to be unique to you. If you use the mobile app, you need to continue using your card ID for the time being.
Why do I need to enter a passcode every time I log in?
This is for extra security to ensure it is you that is logging into your account. It’s what we call 2-factor authentication, where you need to enter two pieces of information to prove it’s you - something you know (your password) and something you have (the one-time passcode we send to your phone). As our card is a regulated e-money product, we have to comply with various legislation including the Payment Services Directive (PSD2). It is this regulation that requires 2-factor authentication. We appreciate it can be frustrating, but keeping your accounts and your money secure is of the upmost importance to us. We are continually working on ways we can make accessing your account faster and simper, whilst never compromising on security.
Is there an mobile app I can use?
Yes, we do have a mobile app, just search for
MyPureCard in your app store. The app gives you all the important information you might need on the go including your current balance, where you can use you card and recent transactions.
How do I change the name on my card?
If you want to change your name, then please get in touch as we will need some further information from you (e.g. copy of deed poll or marriage certificate).
How do I update my contact details?
You can update all your contact details through your online account.
Simply go to My Account in the top menu and select My Details to view and update.
Make sure you click ‘Update' to save any changes you make.
How do I opt in to marketing emails?
You can manage your marketing preferences at anytime within your
online account. Go to My Account in the top menu and select Preferences. If you want to opt in
just tick the box that says "I want to receive offers / information related to my card"
Is there 24/7 support available?
Yes, automated phone services are available 24/7.
Simply call 0344 800 6435. If your card has already been activated you will be prompted
to enter your 9-digit card ID and your telephone services passcode (which can be found
under My Account from the menu once logged in to website).
How do I contact you?
You can contact us through IVR, Email or Phone. Click on
Contact us to find out all the details.
When is customer services available?
Our normal operating hours are 8am-8pm, 7 days a week excluding Bank Holidays.
What is a partner card?
A partner card is an additional card on your account
that shares the balance. It will have its own PIN and online account
but everything else is shared. It is not available across all our programmes,
so to see if you have partner cards enabled please go to My Account.
If available, you will see a Partner card icon at the top.
Can I order a partner card?
Partner cards aren't available across all our programmes. To see if you have
this feature enabled select My Account where you will see a Partner icon if this is
available to you. You can only order one additional card attached to your account and
fees may apply. Please check your terms and conditions for more information.
Does my Partner card share the same balance as me?
Yes, both your card and the Partner card share the same balance. However, you will each have individual cards and PINs and access to individual online accounts to view the balance and spend history.
Will my partner card be replaced automatically upon expiry?
No, partner cards will not be automatically renewed. Once you receive and activate your own replacement card, you will then be able to apply for a new partner card. Fees may apply so please check your terms and conditions for more information.
If I lose my card, will it affect my partner card?
No, your partner card will still work, even if your own card is blocked for whatever reason.
If I block my card, what happens to my partner card?
Nothing. Only the card you report to us will be blocked, your partner card will continue to work.
What are SMS services?
SMS services provide you with the ability to perform tasks direct from your phone, great for when you don't have access to 3G/4G! There are 3 main SMS services that you can use: Balance, PIN & Top up. SMS services isn't available across all our programmes and you will need to verify your mobile number before using. See
'How do I set up SMS services?' for more information.
Once set up, make sure you save
07481 339960 to your phone contacts so you have it to hand when you need it. Then simply:
- Text BALANCE to get your latest card balance
- Text PIN to receive your card PIN
- Text TOPUP followed by the amount you want to top up by and the security code from the back of your card e.g. TOPUP 100 123
How do I set up SMS Services?
You can only use SMS Services if this is enabled on your account, and you will need to set it up as we need to verify your mobile phone number. To do so, go to My Account from the main menu, and then select Preferences. You'll see a Find out more option next to 'Use Text Services' if available to you, which will take you to an information screen. Select SMS services set up and enter your mobile number. We will send you a verification code, just enter this code when prompted and that's it. You'll be able to use the range of SMS services available which includes:
- Text BALANCE to get your latest card balance
- Text PIN to receive your card PIN
- Text TOPUP followed by the amount you want to top up by and the security code from the back of your card e.g. TOPUP 100 123
- Text RETAILERS to see the list of retailers that accept your card.
What is voucher store?
Voucher Store is an extra feature that some of our customers have available. It provides you access to a range of different gift cards and vouchers - ideal for when you are looking for that perfect gift of choice. If you have
Voucher Store enabled, you will it as an option in the main menu.
then it is contactless, and you can use it to make contactless payments where accepted.