Frequently Asked Questions

What is a Prepaid Card?
  • A Prepaid card is a Network branded card that provides you with access to all merchants and Cash Machines (ATM) that carry the Network Acceptance Mark. With this card you do not have to apply for a bank account or pay interest like on a credit card. The Prepaid card is a card that carries a variable amount of money based on the amount loaded onto the card. Each time you use the card to buy something or withdraw cash at a Cash Machine (ATM) the purchase amount is deducted from the available balance.
    • Where can I use my Prepaid Card?
  • Your Prepaid card can be used at millions of merchants worldwide, online stores, and at any Cash Machine that carries the Network Acceptance Mark. There are over 1 million ATMs and 26 million merchants worldwide.
    • How does the Prepaid Network card work?
  • Your Prepaid Card works just like any other Network card. The card is accepted at all Network locations worldwide. You can use it at a point of sale location to make purchases and at a cash machine (ATM) to withdraw cash.
    • Who can get a prepaid Network card?
  • Anyone worldwide over the age of 18 and who complies with Andarias’s Terms and Conditions can order the prepaid card through our participating merchants and sites.
    • How can I minimize Cash Machine (ATM) related fees?
    1. Select your cash machine carefully. Cash machines and their cooperative banks fees and maximum withdrawal policies vary greatly. 

    2. Consolidate your cash machine usage by withdrawing the maximum allowed by your card account and the ATM. 

    3. Do not try to withdraw more than your card account balance from a cash machine. You will be charged a fee for the failed cash machine usage.
    • What foreign exchange (FX) rate is used?
  • Foreign Exchange Conversion rate is computed at the time of the transaction, whether at a retail venue or at a cash machine. Conversion rates are calculated based on daily rates adopted by Network,any fees applicable by the retail or cash machine location and other processing entities.
    • Why haven't I received my card yet?
  • Once you complete the order process, it can take up to 10 business days to receive a card in Europe and North America (up to 30 business days outside these zones). If that amount of time has passed, then contact Customer Support
    • Why can't I log into my card account online?
  • The log-in process is case sensitive, so make sure to type in both your username and Access code exactly as you first defined them. If you forgot your password, or your login still isn't working, contact Customer Support
    • Who can use the card?
  • The cardholder is the person whose name is imprinted on the card. This is the person to whom the card was issued and the only person authorized to use the card.
    • How does my card work at a cash machine (ATM)?
  • You must have upgraded your card in order to receive access to withdraw at a cash machine(ATM). To upgrade your card, please go to 'My Account' and click on 'Upgrade'. Click on 'How to Upgrade' and 'My Proof Of ID'. You can find information on what type of documents are accepted and upload your documents.
    Your card can be used at any cash machine that displays the Network Acceptance Mark.

    Note: Do not try to withdraw funds from your card until your card is activated and funds have been loaded onto it. Otherwise, you risk losing your card to the machine
    • The cash machine (ATM) gives me choices of multiple accounts to choose from to withdraw money...
  • Choose 'Current' or 'Checking'.
    • Can I use the card on the internet?
  • The Prepaid card may be used for online transactions wherever Network is an accepted form of payment.
    • What is a pre-authorization hold?
  • A merchant may place a pre-authorization hold on a certain amount of funds on your card to verify that you have sufficient funds to pay for the transaction. When your final bill is less than the pre-authorized amount, the remaining funds may be held for up to eight days before being released to your available balance. For example: A restaurant may pre-authorize a set amount when you open a tab. A car rental company or hotel may hold the amount equal to one day's rental or stay. In the U.S., gas stations generally place pre-authorization holds for approximately $50 when you pay at the pump. If you pay for the gas inside, and specify the exact amount you intend to purchase, only the actual purchase amount will be deducted from your card balance.
    • What do I do if my card is lost or stolen?
  • The first thing we suggest is to access your Prepaid account at www.cardportal.com by either using your card number, SAN, or email address and your Access code to manually block your card. If unable to access cardportal please contact Customer Support, or call us at +44 (0)844 7744 767 (have your SAN Number or Card number on hand and your Access code).
    • Can I use my Card without any money on it?
  • No. You can use your card only once it has been activated and you have funds loaded on the card. You risk losing the card to the ATM if you try withdrawing money before it has been activated or loaded.
    • How do I use up a balance too small to withdraw at an ATM?
  • Ask a merchant or cashier at a store to charge the exact remaining balance to your card, then continue to pay the remaining purchase balance in whichever form you wish.
    • I have just received my card and it is not working, why?
  • Your card must be active before you can use it. Follow the simple steps upon logging in to the Cardportal. If you continue to experience difficulty, contact us for further assistance.
    • How do I activate my card?
  • You will receive an email with instructions on how to activate your card from Cardportal Activations. This email includes the web access code you must use to sign in to www.cardportal.com for the first time.

    Upon first login (using your card number and access code), you will be prompted to update your personal details Once you have updated your details, you card is active to receive a maximum load of 2500€/year. You can upgrade your card to increase its limit, by clicking 'Upgrade Card' and sending Cardportal a proof of ID and address.

    • I lost my activation email, including the access code to activate my card, what do I do now?
  • Please contact us and request your access code to be reset, or click Forgot Access Code on the Cardportal Sign In page.
    • What is the difference between my access code and my PIN?
  • Your access code is the password required to activate and login to your card account online; this code is received by email and can be reset upon request. Your PIN is the 'Personal Identification Number' associated to the card account, and is required to withdraw funds and to make purchases at selected ATMs and Points of Sale worldwide.
    • How do I check my card balance?
  • To check the balance of funds on your card and to see your transaction history, please do the following:

    • Login to www.cardportal.com
    • Click My Account
    • Click on the “Manage my Account” tab
    • Your card balance will be displayed next to the image of your card
    • Why isn't my balance what I think it should be?
  • At times your card balance may not match the purchases shown on your card account for any of these reasons:

    • Same day transactions do not appear on your card account, but the amount is deducted from the available balance. The transactions will generally appear on your card account the following day.
    • There may be an outstanding authorization for a purchase that was made, but the merchant has not collected its money yet. This type of transaction will only show on your card account after the merchant has collected its money. In the meantime, the money is held from your card account, ready to be paid to the merchant. For example, this may happen for internet or mail/phone order purchases. The merchant may settle the money when they ship the order, rather than on the day the order was placed. In this case, the funds are marked for the merchant and deducted from the balance, but will only show on the card account when the bank actually pays the merchant for your purchase. This process could take a minimum of eight days to clear.
    • Do I receive a statement?
  • No. However, you can view your current balance and transactions online free of charge by logging in and clicking on the button Transaction history.
    • My card has stopped working, why?
  • This could be for a number of reasons.

    • Your card is damaged
    • The card has expired - please check the expiry date on the card itself. If your card is expired please contact Cardportal Support or your merchant for a new one
    • You have reached your daily limit.
    • There are insufficient funds remaining on the card.
    If you continue to have problems please contact us.
    • Is my Prepaid card safe to use on the internet?
  • Yes, you can use your prepaid card on the internet but we advise that you take the following precautions when using any card on the internet: Only use secure reputable sites – lookout for the padlock symbol and 'https' in the URL. When you have finished conducting online transactions or visiting secure websites, remember to properly log-off and close your browser. This will ensure that any information that is stored on your computer or in your browser is erased. You should never give out your PIN when buying online We will never contact you and ask for your card details so never provide them over the phone or by email as this maybe phishing (a fraudster pretending to be a card issuer / bank and attempting to gain your card / account information)
    • My card is about to expire what do I do?
  • Contact the company that issued you the card and request a renewal.
    • What is the difference between a Card to Card Transfer and an Email Money Transfer?
    • Card to Card Transfer - Sends funds directly from one Prepaid card to another. In order to initiate a Card to Card Transfer, the Sender must know the Recipient’s Prepaid card number
    • Email Money Transfer - Sends funds from one Prepaid card to another via email. In order to initiate an Email Money Transfer, the Sender does not need the Recipient’s card number, only the Recipient’s email address through which the funds will be transferred.
      This email address does not have to be the same one associated with the card, but has to be the one through which the Recipient wishes to receive the funds.

    Please note that in both cases, Yours and Recipient’s card must be in the same currency.
    • What is the Security Question and Security Answer to Send and Receive an Email Money Transfer?
  • In order to initiate an Email Money Transfer, the Sender has to choose a security question and security answer. The answer can only be alphanumeric without any spaces. Once the Sender chooses the question and answer, he/she must advise the Recipient of the answer so it can be used to claim the funds.
    • What is the card SAN?
  • SAN - Security Account Number, the 9 or 10 digit # found on the bottom-right on the back of the Prepaid card.
    • What is a Virtual Card?
  • A Virtual Card is an on-screen image of your prepaid card and allows you to make online or telephone payments, receive funds, and shop online. A Virtual Card is a simple and quick way to get started with a Prepaid Account.
    • Why upgrade to plastic?
  • By upgrading to plastic, you’ll be able to make POS purchases and withdraw funds from an ATM/Cash Machine.
    • How do I upgrade to Plastic?
  • Simply log into your account at wdcs.cardportal.com and click on the “Manage My Account” tab and select “Request Plastic Card”. Your plastic card will take approximately 10-15 business days to arrive at your provided address.
    • When is the monthly fee charged to my account?
  • If your card was activated on any day between the 1st and the 14th day of the month inclusively, your first monthly fee will be charged on the last day of the same month. If your card was activated between the 15th day of the month through the last day of the month, your first monthly fee will only be taken from your account on the last day of the following month. The monthly fee will continue to be charged on the last day of the month for each month after.
    • When do I get charged a Dormancy Fee?
  • Dormancy fee will be charged directly to the card balance after a determined amount of months of account inactivity, in which there has been no loads, unloads or transactions that effect the available balance of the card. This will then be charged monthly thereafter if the card remains in Dormancy. The determined amount of months for your card can be seen in the Fee section in your CardPortal account.