Yes, it's worth checking that you've activated your card, it's not locked, has sufficient balance, the payment you're making doesn't exceed a limit, and that the person you're paying accepts prepaid cards. If all else fails, contact us and we'll take a closer look.
To help ensure your account remains secure, Multi-factor Authentication (MFA) is required when signing into your desktop account or adding a new payment recipient. We recommend using the app to authenticate, and this answer provides step-by-step instructions on how to set this up.
You can reset your password instantly via the app or your desktop account
Your Cardholder ID is a unique 12-digit number that begins with 2000. It shows underneath your name on the front of the card.
We're available Monday to Friday, 8am to 6pm. Contact us by email to firstname.lastname@example.org or phone +44(0)2037351735. For help with lost or stolen cards outside these hours, please call +44(0)2071278130.