SWAPX FAQ’s
What is a prepaid card?
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A prepaid card is a preloaded card. The card can be used to pay for goods and services, up to the value that is loaded onto it, wherever you see the Mastercard® Acceptance Mark including in shops & online.
What is 3DS?
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3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments. Authentication is the process by which you identify yourself by sharing secure information that is available only to you. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.
What is the use of Authentication?
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Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to gain access to your payment details.
Is 3DS active on my card?
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Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder.
What is the process for Authentication?
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You will receive a 6-digit One Time Password (OTP) for each online purchase you make at participating merchants. The OTP will be sent by SMS or by email to the mobile phone or email address which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider and the transaction will be approved or declined.
How will I know whether the registered mobile number or email address is the right one?
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The partially masked mobile number and email address will be displayed on the authentication page so that you can check that those details are correct. If the mobile number and email address are incorrect, cancel the transaction and either update your information on the portal or contact Customer Services by calling 020 3422 9144
What if I suspect that fraud has occurred on my card?
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If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling 020 3422 9144 immediately.
If, after discussing the transaction, we believe that it was not authorised by you, you will be refunded as soon as possible, and we will investigate on your behalf. We may need to cancel and replace your card for security reasons. If we need to do so, you will not be charged for a new card and your remaining balance will be transferred across to the new card.
Will you carry out a credit checks or ID checks when I apply for a card?
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We will not carry out a credit check; however, we will carry out checks to verify your identity and address using an automated service. If you fail the automated checks, you will be asked to upload the following documents:
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Proof of Address:
Council tax
Bank Statement (issued within 3 months)
Credit Card (issued within 3 months)
Utility Bill (issued within 3 months)
VISA / Green Card/ Residence Permit
Tax Documentation e.g Tax returns, Yearly Tax Code, P45, P60. (issued within 3 months)
Identification Document:
Driving license
Passport
National ID Card
Residence Permit
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Your documents will then be verified by our compliance team, who will then contact you when a decision has been made or if they require any further information from you.
Can I use my card to withdraw cash at an ATM or for cashback?
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You can withdraw up to £300 per day from an ATM displaying the MasterCard Acceptance Mark, a maximum of £150 per withdrawal. Cashback is not permitted.
Are there any restrictions on where I can use my card?
Your card cannot be used at self-service petrol pumps. You can use your card to pay for petrol by taking it to the cashier.
You are also prohibited from using your card in Sanctioned & High Risk Countries – please contact support@lerextech.com if you would like a list of all prohibited countries.
Is there a charge for this card?
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There is a £2.50 Card order fee.
How do I manage my card?
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You can check your balance and transactions:
• Online – by visiting https://portal.swapx.co.uk/account/v2Login/swapx/login
• SWAPX APP – You can download the SWAPX APP via Apple App Store & Google Play Store
How do I report my card lost, stolen or damaged?
In the event of loss or theft of the card, you are responsible for reporting this as soon as possible by either login onto your account & reporting your card Lost/Stolen in the Security setting or calling Customer Services on 020 3422 9144 and selecting the Lost & Stolen option. As soon as this is done, your card will be immediately blocked, protecting you from unauthorised usage. Any transactions made before the card is reported lost or stolen will be charged to your account.
How is money loaded onto my card?
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You can load your account via Bank Transfer. Your account sort code and account number can be found in the Security section of your online account area.
How can I change my PIN?
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You can change your PIN in the SWAPX APP or Online portal in the Security Section.
PIN Best Practice
• Never share your PIN with anyone
• Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111.
• Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.
Once you have changed your PIN you will need to Validate the new PIN at an ATM Machine.
Can I go overdrawn?
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No, there is no overdraft facility with your account.
Your card is a prepaid Card, which means that you can only spend available funds on the card. Your card will be declined if there are not enough funds on the card for the purchase you are attempting. If for any reason a transaction is processed that exceeds your available funds, we may block your card, and you will be required to repay the amount owing immediately.
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Can I get my funds back if I want to cancel the card or no longer need it?
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If you wish to cancel your card, you will need to do so in writing to support@lerextech.com. On Receipt your card will blocked & fund returned to you after 30 days, to allow for any outstanding settlements to be taken from the card. The funds will be returned to your less 3% redemption fee, as per our terms and conditions.
How long is my card valid for?
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The card is valid until the expiry date showing on the front of your card.
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Can I use my card abroad?
Yes, at any ATM or POS that accepts Mastercard.
How is my personal information and privacy protected?
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We safeguard your information in accordance with our Privacy Policy and applicable law. Please see our privacy policy
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How do I close my Account?
Make sure your balance is £0 and you’ve cancelled any active Direct Debits.
We’d also recommend downloading your statements or a transactional csv, as you can’t access them once the account is closed.
Once the above steps have been completed, just send us a support message and we’ll request your account to be closed.
You’ll receive an email confirmation when it’s been closed.
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Are my funds protected?
Moorwand is an authorised Electronic Money Institution (EMI), regulated by the Financial Conduct Authority (FCA) in the UK, it is authorised to provide payment services and issue electronic money (e-money), subject to the Payment Services Regulations 2017 and the Electronic Money Regulations 2011.
The e-money balance on your accounts is held by Moorwand at a bank. While this may sound similar to what a bank does when funds are received into a current account, Moorwand is not a bank and there are key differences you should be aware of:
i) we do not take your money as a deposit to use for our own purposes, or lend to other customers; and
ii) your e-money is not covered by the Financial Services Compensation Scheme (FSCS).
To ensure your money is safe, we hold your funds in segregated accounts, meaning it is separate from Moorwand's funds. It is also 'safeguarded', meaning there are assurances from the bank that in the unlikely event Moorwand was to go out of business the money is protected for the use of Moorwand customers and could not be used to offset any debt Moorwand may owe.
Safeguarding is a regulatory requirement for all EMIs designed to protect customers from the risk of losing funds. Funds are reconciled at least daily and we have to have an independent expert validate that we are meeting our obligations each year.
In the event of Moorwand becoming insolvent, an insolvency practitioner would be appointed to return the funds we have safeguarded to customers. This means you would get most of your money back, except for the costs deducted by the insolvency practitioner for distributing the money to our customers. In addition, due to the insolvency process, it could take longer for money to be returned to you than if the account was held by a bank.
More information about using a non-bank payment service provider and the protections they offer can be found on the FCA’s website at https://www.fca.org.uk/consumers/using-payment-service-providers
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