FAQs

If I lose the Neon MasterCard® Prepaid card, how long does it take to replace?
A replacement card will be posted to your home address within 5 working days - the cost of the card will be £9.99

Can a transaction be verified with just a signature, or is it pin use only?
This is a chip and PIN card, you should only use the card where the retailer authorises the transaction online.

Is it cheaper than any other pre-paid card?
Yes, there are cards on the market that have a lower purchase price but the cost of topping up and using is hugely more expensive

Why is there any initial charge for the product?
This is a chip and PIN fully secure card and as such is pretty expensive to produce. Also we do not seek to make money from you using the card, unlike other prepaid cards

Why do I have to top it up before I leave the store?
This is to ensure that the card is functioning and that is activated to a live status on our systems

How safe is my money?
This is a chip and PIN card, and you shouldn't disclose your PIN to anyone else. The actual cash sits in Barclays bank until you spend or withdraw it and it cannot be accessed by us or anyone else other than the card holder.

Why am I charged to use an ATM?
ATM operators, banks and MasterCard all make a small charge each for providing ATM services - because we do not make other types of usage charges to you we cant absorb this cost and have to pass it on

Who do I call if I have a problem?
Please email Customer Care at  support@neon-prepaid-card.com or call 0844 871 5444 9am – 6pm (7 Days a Week)

Can I pay in my wages - is there a charge for doing so?
Yes wages can be paid onto the card - there is a form in the user guide which is also downloadable from the web site and receiving your salary/wages is FREE of charge

How do I redeem my cashback?
Your cashback will automatically be paid onto your card every time you have earned £10.00 or more

What happens if I lose my card?
Call the customer care number 0844 871 5444, report it lost or stolen and order a replacement.

Am I protected for online fraud?
The card has exactly the same security as any other bank issued credit or debit card, you can only spend the available balance and the card isn't linked to a bank account. We suggest that when you shop online that you sign up for the security verification that many web sites offer - this will make shopping more secure

What exchange rate do I get charged when I take the cash out abroad?
Exchange rates vary daily, you should check the website or automated service line for the current rate.

How much does it cost to text to unlock/lock my card?
The service costs £0.20

Can I cancel the card?
If you change your mind within 14 days of ordering the card, and you haven't used it we will refund the card purchase fee. However if you have used the card after this time we will charge you a redemption fee of £10 and the cheque will be made payable to your parents.

How much is it to load the card via a credit/debit card?
A credit card costs 4% of value loaded and a debit card. Howver to load at the post office costs just 99p and its free to load by bank transfer or to receive your wages.

What happens if I want to refund a purchase made with my Neon Card? Does this count towards my maximum load limit?
The refund must be agreed with the person you made the purchase from, they will process it onto your card and the funds will appear back on you balance. This does not affect your maximum load limit

Will the card help me get a better credit rating?
The card will not effect your credit rating on its own.

Can I set Standing Order payments from my eccount for services such as Sky TV?
Yes you can, simply set-up your Standing Order once logged in online or call customer service on 0844 871 5444

Are there any restrictions on sites that will accept my payment?
You can use your prepaid card to purchase goods and services from retailers as long as you have the funds available and the merchant is able to authorise online. Some retail outlets for example restaurants and petrol stations may increase the authorisation amount before the transaction is approved; from time to time we may also impose controls on the use of your prepaid card in specific market sectors."

Can I register more than one mobile to top up via my Neon Card?
Not right now but we will release this update soon

Where can I top up my card?
At Phones 4u stores with cash for free, by bank transfer for free, with wages and benefits for free, at the Post Office, any Pay Point store, by credit / debit card over the web or at Phones 4u stores

How much does it cost to contact Customer Care?
Mobile network rates will vary but from landlines it costs approximately £0.05 per minute

How can I obtain instructions in a different language?
We have downloadable help sheets and videos in 13 different languages on our web site www.neon-prepaid-card.com- just click the flag of your choice to get that language - we also have helpful videos in 13 languages

What language do customer service speak?
The principle language is English, operatives may well speak other languages but we cannot guarantee it

What are the Customer Care operating times?
From 9am to 6pm 7 days a week

What are the benefits compared to the competition?
We are much cheaper because we don’t charge monthly fees, we have many free ways to top up, we don’t charge for using the card for point of sale transactions. We also have better cashback deals and we are the only company that offers PAYG mobile top up by text message and we offer cashback on that too

Are my funds backed by the government scheme in case the card company goes bust?
Your funds cannot be touched by any administrator or creditor if EZ Pay or any of its partners go bust. The funds can only be accessed by you

What is the maximum I can withdraw in one transaction and per day? 
£100.00

Do I get charged a fee at the ATM to withdraw my funds?
Yes £0.99 in the UK and £2,00 overseas - this is because the ATM operators / banks and MasterCard all make charges for providing this service

Can I use the store issued card once I receive my personalised card?
The personalised card will replace the store issued card

What are the charges?
Most principle usage is free - topping up, owning, spending- all free. Certain top up locations charge for the service and ATM usage is chargeable - please see the user guide or web site for more information www.neon-prepaid-card.com

Where can I use it?
Anywhere that you see the MasterCard Acceptance Mark

Can I use it to buy products on the internet?
Anywhere that you see the MasterCard Acceptance Mark

What happens when I don't have any more money on my card?
You simply top up your card at any Phones 4u store, Post Office, Pay Point store or online

What happens if I lose my card / it’s stolen?
Call Customer Care 24 hours a day - report the loss and the card will be locked (if you have not already locked it by text message). A replacement card will be posted to you within 5 working days so that you can access your funds. This will cost £9.99

How much can I top-up?
The total amount that can be loaded varies by the method used (please see terms and conditions)

How do I earn cash back rewards?
You log onto our website www.neoncashback.com  and shop via the participating merchant area - cashback will automatically be refunded onto your card.

Do I need a bank account?
No - in fact the card will perform many if not all or more of the functions that you need from a bank

How old do I have to be?
Neon Card customers need to be 13+

What retailers give me cash back?
Over 1,000 merchants, just log into our website www.neoncashback.com and shop via the participating merchant area - cashback will automatically be refunded onto your card.

What countries can I use it in?
The Neon Card can be used to shop anywhere you see the MasterCard Acceptance Mark worldwide

Why wouldn’t I choose one of the other cards on the market?

The Neon Card is available over the counter or online. It is the only card that offers PAYG mobile top ups by SMS and with cashback too. The web sites offer up to and in excess of 20% cashback on some fabulous brands and it has no monthly fees, FREE to load (with cash at Phones 4u - 450 stores nationwide) and FREE to make purchases – that makes it one of the cheapest cards to own and the best value card around.