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Frequently asked questions

 

Topping up your Lyk Card

How do I top up my Lyk card?

Your Lyk travel money card is easy to top up; all loads/top ups are subject to the limits set out below. Further details on fees and limits can be found here.

Top up your card online using ‘My Account’

You can register for My Account to top up your card, view your available balance, transfer between currencies, track your spending, manage your personal details, reveal your PIN and more. Login to My Account.

Online top up limits (across all currencies on the card):

  • In one day (and maximum card balance at any time): GB£5,000

  • Within 7 days: GB£15,000

  • Within 60 days: GB£30,000

  • Within 12 months: GB£30,000

The limits above relate to the total card fund balance (across all currency wallets) and cannot be exceeded.

Please be aware, the name and UK address of payment card used must match the registered Lyk cardholder exactly for the payment to be successful.

For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully topped up via one of these channels you may need to wait 24 hours before topping up again, unless you top up via bank transfer or in branch (where available).

 

Top up via the mobile app

Mobile app top up limits (across all currencies on the card):

  • In one day: GB£2500

Please note we cannot accept top ups from third parties and only two top ups are  permitted per day.

 

Top up in store

You can visit any one of our Thomas Cook stores to top up your Lyk card in cash or using  your credit or debit card. Don’t forget to bring your ID and your Lyk card. You can find your local store here.

 

Top up via phone (0800 023 2943)

Telephone top up limits (across all currencies on the card):

  • In one day: GB£750

  • Within 60 days: GB£1,500

Payments will only be accepted from bank accounts in the name of the registered Lyk cardholder.

If you would like to top up by phone when you are abroad, please call +44 203 9012515 or one of the free phone numbers available for each country.

 

Top up via Bank Transfer

You can also top up your Lyk card via phone or internet banking.

Please ensure you Login to My Account to define your default currency (the currency your bank transfer will be deposited to).

  • Bank details beneficiary/payee: Mastercard Prepaid

  • Sort code: 20-32-53

  • Account number: 63 80 75 68

  • Reference: Your 16 digit Lyk card number (on the front of your card)

  • Amount: Maximum of GB£5,000 in one bank transfer but your total card fund balance at any one time (including all currencies) may not exceed GB£5,000.

Please note we will only accept payments from bank accounts in the same name as the Lyk cardholder.

It may take up to 5 working days for your bank to transfer the funds to us, however, be assured that we will load the funds onto your Lyk card within 24 hours of receiving them. We will send you confirmation via email that your top up has been successful. Please ensure you have registered for My Account to enable you to receive these emails.

 

Things to remember when topping up:

  • The top up limits above relate to the total card fund balance (across all currency wallets) and cannot be exceeded. Your maximum balance at any time cannot exceed £5,000, and your maximum balance in any 12 month period cannot exceed £30,000
  • For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you have successfully reloaded via one of these channels you may need to wait 24 hours before reloading again, unless you reload via bank transfer or in branch (where available).
  • We can only accept payment from the registered Lyk cardholder
  • We cannot accept reloads from third parties
  • Top ups will only be processed and accepted if the name and UK registered address of the payment card exactly matches the name and address on your Lyk account. To update your details please contact Card Services.

Waveband

How do I get a Lyk Waveband and how much does it cost?

The waveband is currently only available to purchase online at the time of purchasing a Lyk card. You must be a resident of the UK and be 18 or over. All applications are subject to application, and acceptance of the Lyk Terms & Conditions.

To apply, simply follow this link to purchase and select ‘Yes’ to ‘Would you like a Lyk Waveband?’ during the ‘Get a quote’ stage. The order summary will be automatically updated to include the waveband and it costs £7.99.

Can I get a Lyk Waveband without a Lyk card?

No. The Lyk Waveband comes as an addition to the card. You cannot have a waveband on its own. The Lyk card does not cost anything (minimum load of £10 applies online).

I am already a Lyk cardholder, how do I get a waveband?

Unfortunately, you cannot order the waveband separately after purchasing your Lyk card. However, you could apply for a new Lyk card and purchase the waveband online. Once your new card is activated, you can arrange a balance transfer from your existing card by contacting customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries). Lines are open 24/7.

How do I activate my Lyk Waveband?

To activate:

  1. Login at to My Account at lykcard.com and press Activate your card.
  2. Find the card number that matches your 4 digit number (see reverse of micro tag).
  3. Enter your 3 digit security code (see reverse of micro tag).
  4. Push out the micro tag and insert into the wristband.
  5. Follow the online instructions to add money and spend.

How do I pay using my Lyk Waveband?

It works in the same way as a contactless card. It’s safer than cash and uses the same secure system as Chip and PIN so you can be fully confident when paying.

So, whether you’re grabbing lunch on the go or treating yourself to a cocktail on the beach, keep a look out for the contactless symbol and simply wave to pay. You can keep track of your spending in the Lyk app or by logging in to your online account.

What are the limits on my Lyk Waveband?

  • In the same way as a contactless card, your Lyk Waveband can only be used for transaction amounts within the country contactless limit. Over this limit you will need to use your Lyk card to pay.
  • As with all cards, other fraud prevention rules are in place that can change from time to time; these should not impact day to day spending on your Lyk Waveband.
  • Contactless limits in common Lyk destinations include the following:
    • UK: 30 GBP
    • France: 30 EUR
    • Germany: 25 EUR
    • Spain: 20 EUR
    • Portugal: 20 EUR
    • Netherlands: 25 EUR
    • Italy: 25 EUR
    • Greece: 25 EUR
    • Austria: 25 EUR
    • Switzerland: 40 CHF
    • Turkey: 50 TRY
    • Australia: 100 AUD
    • USA: 100 USD
    • Canada: 100 CAD
    • New Zealand: 80 NZD
    • United Arab Emirates: 100 AED
    • South Africa: 500 ZAR

Where can I use my Lyk Waveband to make a payment?

You can use the Lyk Waveband at any terminal/reader that displays the Contactless Symbol. To ensure the transaction goes through, you need to align your waveband with the Contactless Symbol on the terminal/reader.

Can I use my Lyk card and waveband at the same time?

Yes. You can use them at the same time as per the Lyk card limitations and terms and conditions. Your Lyk Waveband accesses the same funds as your Lyk card so there is no need to load your waveband separately.

Can I return my device if I change my mind?

We want you to be completely happy with your Lyk Waveband. However if you change your mind within 14 days of the activation day, we are happy to offer you a full refund. Please contact customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries) to arrange a refund.

What if I lose my Lyk Waveband?

Log into your Lyk app to suspend your waveband, blocking further spend instantly, or call customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries) to block your card.

Can I get a replacement Lyk Waveband if I lose it?

Yes. To order a replacement of Lyk Waveband please contact customer services on 0800 023 2943 (from the UK) or +44 203 901 2515 (from other countries). Lines are open 24/7. The replacement of a Lyk Waveband costs £7.99.

Using your Lyk card

How does my Lyk card work?

The Lyk card is a chip and PIN protected prepaid Mastercard® currency card.

You can load multiple currencies onto it before you travel at the most current foreign currency exchange rates, and then use it in cash machines worldwide to access your money quickly and safely. You can also pay for goods and services online and in store.

Can I use my Lyk card to shop online?

You can use your Lyk card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.

By using your Lyk card in the currency that the online site trades in (if it is one of the currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that’s printed on the signature strip on the back of the card.

Your Lyk card may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

What currencies can my Lyk card hold?

The Lyk card can be loaded with GBP only, which will either be added to your GBP currency, or converted into up to 9 additional currencies including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate determined by the branch where you load it or communicated to you during the online purchase process.

You can move money between the currencies on your Lyk card, at your convenience, 24 hours a day, 7 days a week via ‘My Account’ or our native App.

How do I retrieve my PIN?

You can get a PIN reminder by selecting the ‘PIN reveal’ option in ‘My Account’.

Alternatively, you can call our Customer Service Team and select the PIN option, 24 hours a day, 7 days a week.

How do I change my PIN?

You can change your PIN at any cash machine in the UK or Europe that displays the Mastercard® Acceptance Mark and has a ‘PIN change’ function on its cardholder menu.

What if my Lyk card is declined in a shop?

This should only happen when you don’t have enough money on the Lyk card to cover the purchase (though you can always use what money you do have on your card to make a partial payment and settle the balance with another card or cash, if the merchant supports it).

Be aware that some restaurants and car hire companies may require the card to have an available balance greater than the purchase amount, before they will authorise the payment.

Check that the retailer you are purchasing from accepts Mastercard Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards.

Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

Can I get cash back with my Lyk card?

No, unfortunately cash back is not available on your Lyk card.

Is there a delivery charge for the card?

Standard delivery is free of charge. Once you have successfully applied for your Lyk card online, you should expect your card to arrive in 3-5 business days.

If you are due to travel soon and need your card sooner, you could use our express delivery service at a cost of £4.99 to receive your card within 2 business days.

When I use my card at a bar, restaurant, or petrol station, or for taxi, limousine, and telecommunication services transactions, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested); at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be taken from another currency on your card. The currencies are prioritised in this order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED. This will be at an exchange rate determined by Mastercard on the day your transaction is processed.

 

Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled. However, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle the final bill within the 7 days (i.e. ask for payment), and in some cases may take up to 30 days to settle (at which time the funds are debited from your Lyk card), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending.

Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants and petrol stations?

When using your Lyk card at the merchants listed below, a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorisation.

The addition of this percentage or fixed amount to the transaction amount authorised by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.

Merchant Category / Tolerance (% of the authorised amount) Bars (or other similar drinking places) / 20% Restaurants (or other eating places) / 20% Automated fuel dispensers / £50 or currency equivalent

For example, you have lunch at a restaurant and your total bill comes to US$50.00. You are required to have an available Card Fund or currency equivalent of at least US$60.00 for the transaction to be authorised ($50 + 20% tolerance ($10) = $60.00). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

I don’t have as much money available on the card as I thought. Why is this?

When using your Lyk card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.

This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction or when you use your card to pay for telecommunication services, to ensure there are sufficient funds available to cover the final cost of the transaction.

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.

Merchant Category / Tolerance (% of the authorised amount):

  • Bars (or other similar drinking places) / 20%
  • Restaurants (or other eating places) / 20%
  • Automated fuel dispensers / £50 or currency equivalent

Should I use my card to reserve a hotel room, or as a deposit for car hire and cruises?

Your Lyk card is really adaptable, but it’s not suitable for everything.

You shouldn’t use your card as a deposit with car hire companies, hotels or cruise lines. This is because they will estimate the final bill and will require a sum of money to be reserved on your card to cover this. You will not be able to spend the reserved amount for some time. You can of course use your Lyk card to settle your final bill.

What if the cash machine asks for a six digit PIN?

In some countries, you may be asked for a six digit PIN, when using a cash machine.

However, your Lyk card uses a standard four digit PIN, which will still be accepted as normal if the cash machine has been set up correctly in compliance with MasterCard regulations.

If you need assistance with any PIN issues, please call Customer Services.

What is pre-authorisation?

While your card is really adaptable, it’s not suitable for everything.

When you use your Lyk card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment. Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorisation will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorisations in which case the funds could be unavailable to you for a period of time. You can of course use your Lyk card to settle your final bill.

What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, then the remaining amount will be funded by converting into the next available currency in the order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.

Please see your Lyk Prepaid Mastercard® Terms and Conditions for further information. The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the merchant, plus the foreign exchange margin (sometimes called foreign exchange fee).

Please also see the ‘Using the Card’ sections of your Card Terms and Conditions.

Boingo Wi-Fi

How do I redeem the 3 months free Boingo Wi-Fi offer with my Lyk card?

Once you have received and activated your Lyk card, please visit mastercard.boingo.com to verify your eligibility and register.

You must register for a Boingo account within 12 months of buying your Lyk card. Please note that Wi-Fi access is limited to three months from registration. You need your 16-digit card number to hand to register.

How many devices are allowed on one account at a time?

The device limit for Boingo Wi-Fi for Lyk card customers is 4 devices, and can include any combination of smartphones, tablets and laptops.

here can I connect to Boingo?

You can locate accessible hotspots by visiting http://wifi.boingo.com or downloading the Boingo Wi-Finder app. There is a map of hotspots on the website as well as on the mobile app by using the Wi-Finder hotspot locator.

Please note that you can only access Boingo Wi-Fi networks overseas and you cannot access Boingo Wi-Fi in the country where you bought your Lyk card.

Support for using your card

What if my Lyk card is lost, stolen or damaged?

Lost, stolen or damaged cards must be reported to Customer Services immediately so that your travel money is protected.

The dedicated Customer Services team is on hand to help, 24 hours a day, 7 days a week. If your Lyk card goes missing, call Customer Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions). Customer Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your card, subject to availability: the emergency cash service may not be available in every country – depending on the availability of the money transfer network.

Visit our Contact page to find details on how to contact the 24/7 Customer Services helpline by phone.

If you notice any transactions on your Lyk card that are incorrect or that you don’t recognise, please call the 24 hour Customer Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Customer Services.

What do I do if I find an incorrect transaction on my card?

It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your Lyk card on ‘My Account’.

If you have any queries about your Lyk card balance or you notice a card transaction that you do not recognise, please notify the 24 hour Customer Services team as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.

If there is a transaction which is not correct, Customer Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

Visit the ‘Contact Us‘ page for more details on the dispute form.

My card has been lost or stolen.

If your Lyk card has been lost or stolen we’re here to help.

You can contact our 24/7 Customer Service Centre to receive emergency assistance and where appropriate, our emergency cash service.

I am not able to use my card.

If you’re having trouble using your Lyk card there are some things you should check:

  • If you purchased your card online, you need to make sure that it has been activated.
  • Do you have sufficient balance on your card? You can check your balance via My Account or by calling the number on the back of your card.
  • Are you using the correct PIN?
  • Does the merchant or ATM accept Mastercard® Prepaid?

If you’ve gone through these steps but you’re still having trouble then please contact our 24/7 Customer Service Centre.

How can I contact Customer Services?

Simply visit the ‘Contact Us‘ section of this website.

Multi-currency wallet

How can I check my balance and move money between currencies?

You can check your balance, view your transaction history and move money between currencies as soon as you’ve registered your Lyk card in ‘My Account‘.

You can also use the Lyk mobile app, which is available for iOS and Android.

What currencies can my Lyk card hold?

The Lyk card can be loaded with GBP only, which will either be added to your GBP currency, or converted into up to 9 additional currencies including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate determined by the branch where you load it or communicated to you during the online purchase process.

You can move money between the currencies on your Lyk card, at your convenience, 24 hours a day, 7 days a week via ‘My Account‘ or our native App.

Where can I use my Lyk card?

Your Lyk card can be used to withdraw money from cash machines worldwide displaying the Mastercard® Acceptance Mark.

You can also use your card to pay online and in stores around the world, wherever Mastercard Prepaid is accepted.

You can use your Lyk card in countries or areas with a different currency to those on your card. The system will automatically convert your stored currency(-ies) to the local one. Please note that for any transactions in a currency different from the currencies loaded on your Card, the funds available on the card will be used in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

There are a number of countries and geographical regions where the use of the Lyk card is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your card at shops, restaurants, hotels and online in any of these countries, your request will be declined and the reason given as ‘Declined, prohibited country’.

The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria and Crimea.

What if I’m offered the option to pay in GBP whilst I’m abroad?

When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency.

By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local currency on your card, the balance will be taken from another currency on your card, in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED at an exchange rate determined by Mastercard on the day the transaction is processed.

If I have GBP, USD and EUR in the wallet but I want to use Lyk in Mexico, how does it work?

Lyk intelligently selects the currency to match the transaction.  In the event that the destination currency is not amongst the 10 currencies you could load, then the transaction amount will be funded by converting into the next available currency in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED.

Unlike some other providers, Lyk does not charge a foreign exchange fee.

The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorized by the merchant.

 

For example:

The cardholder travels to Mexico and spends 1,000.00 MXN and they have 20.00 GBP and 30.00 EUR on their Lyk card.

Amount will be converted from MXN to GBP first and if it is insufficient to cover the transaction, the remaining amount will be converted from MXN to EUR.

In this case 481.90 MXN will be converted to 20.00 GBP first ( 1MXN = 0.0415 GBP*).

The remaining 518.10 MXN will be converted to 24.10 EUR (1MXN = 0.0465 EUR*).

The cardholder has 5.90 EUR left on the Lyk card after this transaction.

* The foreign exchange rate and the converted FX amount are indicative only. Foreign exchange rates are specific to the date and time Mastercard processes the transaction which may be different from the transaction date.