5. Frequently Asked Questions

What is a prepaid card?

It is like a debit card but it is loaded to a predefined amount and can be re-loaded as and when required. You will only be able to make purchases with the card when there are sufficient funds on your card and you will not be able to spend more than this amount. The prepaid card works just like any other bank debit card. If you wish to buy a product or service you can use the card in person, over the internet or by using the telephone.

How can I load Carercard?

The easiest way to load the card, and at no cost, is through a direct bank transfer. The details for bank transfer should be in the same email as the link to this User Guide. You can also load Carercard online from a credit card but the cost is 1.30% of the amount that is loaded, and if loading Carercard online from a debit card the cost is 0.45% plus £0.18.

Does it have a credit limit?

No, it is not a credit card and carries no credit limit. You cannot spend more money than is held on the card account.

I have received my Carercard, now what do I do?

Using the card is very simple. However, before you start using the card you must do the following steps:

1. Activate the prepaid card using the telephone via IVR, as per the instructions on the letter which came with the card

2. Obtain your PIN through the telephone via IVR

How do I activate my card?

When your card arrives, it is not activated for security purposes. You need to activate your card using the IVR. This needs to be done only once for each card.

What is IVR?

Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF (dual-tone multi-frequency signalling) keypad inputs. It means you can use your telephone to navigate your way through a computer by either selecting the numbers on your telephone keypad or by using simple voice commands.

Why do I need to call the IVR?

Certain functions can be carried out using the IVR. These include:

– Card activation

– Obtaining your PIN when activating your card

You can also report your card lost or stolen using the IVR number.

What number do I dial to access the IVR?

To access the IVR you can call 0203 327 1991 This number is available 24 hours a day, every day and can also be used (option 3) to report a lost or stolen card, which will result in a cancelled card. If you only wish to block a card, you can call our office hours number 0800 808 5491 or visit the portal.

Visit the portal

Where can I use Carercard?

Carercard is a Mastercard® prepaid card, for use wherever you see the ‘Mastercard Acceptance Mark’. This really means anywhere you would normally use a credit or debit card.

Can I use Carercard abroad?

Carercard can be used internationally wherever you see the ‘Mastercard Acceptance Mark’. There is a charge for using your card overseas of 0.6% of the amount of the transaction plus a fixed charge of £0.50. You will also be charged a foreign currency exchange fee of 3.0% of the total amount.

How do I get help if I have questions about my card?

If you have questions related to Carercard, please call the Hestian customer services team for free on 0800 808 5491

Are there any fees for using my card?

Currently, there is no subscription charge for the first three months after card creation. After three months, you can continue using and pay a monthly subscription of £7 per month, which is charged from the card balance. This covers card transactions and general card usage, with a few exceptions, which can be found in section 1 of this User Guide and in our ‘Hestian Carercard Terms of Service’ on our website.

Can I change the PIN assigned to me?

If you want to change your PIN, this needs to be done at an ATM. Most ATMs have this facility.

I have forgotten my PIN number, what do I do?

The easiest way of retrieving your PIN is by SMS. See the end of this User Guide for instructions.

What should I do if my card is lost or stolen?

If your card has been lost or stolen or you believe its security has been compromised you must inform Carercard immediately on 0800 808 5491 (outside Monday to Friday 9.00am to 5.00pm, please call our 24 hour Interactive Voice IVR on 020 3327 1991).

How long will it take to replace the card?

It normally takes up to 8 working days

What happens if I change my address or my mobile number?

You must notify the Hestian Customer Services Team immediately on 0800 808 5491, particularly if you change your mobile number because there is now increasing security with online shopping, which means that a text may be sent to your mobile for validation of a purchase.

Can I change the PIN assigned to me?

If you want to change your PIN, this needs to be done at an ATM. Most ATMs have this facility

I have forgotten my PIN number, what do I do?

The easiest way of retrieving your PIN is by SMS. See the last page of this User Guide for instructions

What should I do if my card is lost or stolen?

If your card has been lost or stolen or you believe its security has been compromised you must inform Carercard immediately on 0800 808 5491 (outside Monday to Friday 9.00am to 5.00pm, please call our 24 hour Interactive Voice IVR on 020 3327 1991).

How long will it take to replace the card?

It normally takes up to 8 working days

What happens if I change my address or my mobile number?

You must notify the Hestian Customer Services Team immediately on 0800 808 5491, particularly if you change your mobile number because there is now increasing security with online shopping. This means that a one time passcode may be sent by a retailer to your mobile for validation of a purchase.

Does my card ever expire?

Yes, you can find the expiry date on the front of your card. If your card is about to expire, and is still active, please contact the Hestian Customer Services Team if you have not received a new card. Any balance remaining on the card will be transferred to the new one before it is despatched to you.

What happens if I no longer want to use my Carercard?

If you wish to cancel your prepaid card or no longer wish to use it then contact the Carercard Customer Services Team, do not destroy the card. The PIN must be surrendered when you return the card.

What if the amount of my purchase is more than my available balance?

In this case, your purchase will be declined and you must wait until the card has sufficient funds. It is a good idea to check the card balance regularly, so you know how much is available for shopping. If a purchase is declined, a £0.09 (9p) charge is taken from the card

Is Carercard safe and secure to use?

As with all credit and debit cards we use, every precaution needs to be taken to keep the card safe and your PIN secure. Please refer to Hestian Carercard Terms of Service notified at the bottom of our website www.Carercard.com

Carercard is the first card programme designed specifically for care and for removing the risk of cash in care. It’s all about managing housekeeping spend and it’s all about carers being able to use a dedicated card in place of cash or other means of paying for housekeeping.

What if I have a problem?

If you have a query about the card itself or you have an unknown transaction on your card account or a transaction has been declined but you still have funds on your card account, then please call the Hestian Customer Services Team on 0800 808 5491.

Can I draw cash using Carercard?

Yes, you can withdraw cash from the ATM if you need to but we suggest this is only done if cash is absolutely necessary. There is a cost of using an ATM for cash; £0.80 in the UK and outside the UK 1% plus a fixed charge of £1.10. There is a limit of £200 per withdrawal and £800 per month (and only one withdrawal per day).

Helpful advice

Chip & PIN first time

When you use a card for the first time in store, you must enter your PIN. After that, the card can be used contactless, if the purchase is under £45.

Online Portal for you

The Carercard portal is an easy way for a cardholder to check on the balance and transactions. Click here to visit the portal

In addition, a client can set up a bank transfer at no cost, using your account number as a reference.

Planned Payments from Carercard

You can also use the portal for making payments to a third party.

The secure log-in enables you to see an overview of the account and a transaction history of the cards.

Change your mobile number?

For security, some retail merchants might send a one time validation passcode to your mobile when you’re shopping online. If your number changes please email using [email protected]

Helpful contacts

Call & Email (Weekdays 9am to 5pm)

Telephone: 0800 808 5491

Email: [email protected]

Call Interactive Voice IVR (24 hour)

For reporting a lost or stolen card, for balance enquiry or activating cards.

Telephone: 020 3327 1991

Mobile SMS

Text commands to: 07537 417 755. Type the command, then a gap, then the digits asked for. No < > needed.

For a balance enquiry? Balance < last 4 digits of card number >

To lock use of a Card? Lock < last 4 digits of card number >

To unlock use of a Card? Unlock < last 4 digits of card number > 

To ask for your PIN? PIN < last 8 digits of card number >

For Help options and more information on any of these SMS command words? Help or Help < Command > where the request is any of the above commands, such as Help PIN or Help Balance