Frequently Asked Questions


What is 360money?

360money is Britain's biggest prepay network. We provide prepaid card accounts with access to a nationwide network of over 34,000 top up facilities. A 360money prepaid card account gives you complete control of your money and how you spend it along with the freedom to buy on-line. You can top up your card with cash, spend it or put it aside for later. You can also check your balance on the Internet or over the phone. 360money is not a bank account.
To find out more about 360money go to www.360money.com.

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Difference between prepaid and credit cards

Why is splash card different to a credit card?

splash cards are not credit cards. As a splash cardholder you are always in control because there is no credit attached to the card. You can't spend more money than you have loaded onto the card. When using the card, the amount of each transaction, including any applicable fee, is deducted from the card balance.

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Approval for the card - what if I have bad credit / CCJs?

No credit checks are required when you apply for a card. Any factors that impact on your credit rating such as CCJs will not be taken into account when your application is received. The card is available to anyone, whatever their credit history, because the splash card is not a credit card. It is a prepaid Maestro® card.

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Minimum age

What is the minimum age I can apply for a splash card?

Any UK resident over the age of 13 can apply for a card. We recommend parental or guardian consent for those under the age of 18.

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How to a get splash card

How to get a card and who can get one

The splash card is recommended for anyone who wants to a highly flexible and secure Maestro® card, without the need for a bank account.

To get a card, you will need to complete the ‘Apply now’ section of this website. To do this you will need your name, address, phone number and email address, and a method of payment (see how to pay). Your card will be delivered within 10 working days of your application being confirmed.

Do I need a bank account to get a card?

No. You do not need to have or open a bank account to get a splash card.

Do I need a good credit record to get a card?

No. There is no credit check required to receive your card. The card is available to anyone, whatever their credit history, because the splash card is not a credit card.

Will I require any ID to complete my card application?

No. When you apply for your card, we will ask for your name, and full address with a valid postcode. We need this to deliver your card. However, we do reserve the right to decline your application if the details you provide do not match the details on our postal address database. We will also use external verification agencies to confirm your address as part of our commitment to fraud prevention. In some cases, restrictions may apply on your card, these are easily removed (subject to approval) by following these simple instructions.

How do I pay for my card?

There are four simple ways to pay for your card:

If you bought a splash Starter pack, please key in your unique 8 digit welcome voucher code when prompted for payment in the ‘Apply now’ section.

With a credit or a debit card. Please key in your details when prompted for payment in the ‘Apply now’ section.

With cash by buying a 360money e-voucher at any of the 16,000 PayPoint outlets across the UK. Click here to find your nearest PayPoint location. This voucher number can then be inputted when prompted for payment in the 'Apply now’ section.

If I want to pay for my card using an e-voucher, how do I purchase one and use it?

You can buy an e-voucher at any PayPoint outlet which you then use On-line when completing your application.

Decide how much money you want to load onto your splash card. Your application fee (£9.95) will be deducted from this amount.

Print off this coupon (optional), visit any PayPoint outlet and state you wish to purchase a 360money e-voucher for the required amount.

Keep the e-voucher you receive and return to this site. During the application process you will be prompted for payment; simply key in the e-voucher number to complete payment.

Note: Please ensure you keep your e-voucher safe until you have used it, if you lose your e-voucher it is like losing cash.

Where is my nearest PayPoint outlet?

Use the Locator to find your nearest PayPoint outlet.

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Fees at a glance

Getting started

Card Application Fee
Annual Account Maintenance Fee
Monthly Management Fee

Ongoing usage

Merchant Transaction Fee
Cash top up - Post Office®/PayPoint
30p per £10
Credit / Debit card top up
Wage / Bank Transfer top up
ATM Cash withdrawal and cash back

Other fees

Online gambling and betting transactions
1% surcharge
Internet Balance Enquiry
On-line Statement

^ First year in advance
* Subject to min £1.50 fee. Minimum top up £20. Maximum top up £500/day.
† For withdrawals over £50 an additional 2% surcharge will apply.

For full fee information, click here.

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Receiving and activating my card

Do I need to activate my card as soon as I receive it?

Yes. For security reasons it is important that you activate your card immediately on receiving it. Call 0333 700 4004. You will need the activation code from your welcome letter to complete the process. You will then be provided with your PIN (Personal Identification Number) which is a 4 digit number that you must ensure you remember. Once verified, your card is immediately activated and ready to use. Please ensure you sign the reverse of your card in the signature panel. If you want to change your PIN number to a more memorable one – go to your nearest ATM cash machine and follow the easy on-screen instructions.

If my card is lost in the mail and I have already loaded money, is my money secure?

Yes. If your card is lost or intercepted in the mail, your money is secure as no one can spend it until the card is activated. Only the person who applies for the card can activate it.

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Restricted cards and limits

What is a Restricted card?

On a restricted card, the total spending limit is £3,000 per year (12 months starting on first Transaction) of which you can spend £1,000 per month. The maximum balance and monthly load limit on a Restricted Card is £1,000, subject to yearly spend limit. You may withdraw cash from ATM for a maximum value of £100 per day and an annual withdrawal limit of £1000.

Why would a card be Restricted?

When you apply for your splash card we are required to undertake an identity check. In some cases, we may need a little more information from you before we can give you a non Restricted card. If this applies to you, we will let you know when we send you your card and provide simple instructions on what you will need to do.

How do I upgrade my card?

Click here to see how you can upgrade your card

Do I have to upgrade my card?

No. You are free to use your card now, and you can spend up to £3,000 per year (12 months starting on first transaction) of which you can spend £1,000 per month. The maximum balance and monthly load limit on a restricted card is £1,000, subject to the yearly spend limit. You may withdraw cash from ATMs for a maximum value of £100 per day, and an annual withdrawal limit of £1,000. You only need to upgrade your card if you think you will need to spend more than this. Please note though, that we may require you to provide your documents within 12 months of having a restricted card if you wish to carry on using your card.

Do I need to pay to upgrade my card?

No, there is no fee for upgrading.

How will I know if my card has been upgraded?

We will inform you by letter of your successful upgrade and return any original documents that you sent to us. You should receive notification within 10 working days of us receiving your documentation. If any of the documents you supplied were insufficient to complete your card upgrade we will contact you and request further documentation.


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How to top up your card

How can I top up my splash card?

Your card can be topped up in the following ways:

Simply use the information on the bank transfer information form to have money loaded onto your splash card. You can then transfer money by phoning your bank, popping into your nearest branch or via their secure on-line banking service.

With cash by taking your card to any Post Office® branch or PayPoint outlet in the UK.
If you don't have your card with you and want to top up you can buy a 360money e-voucher from any PayPoint outlet. Friends and family can also buy e-vouchers for you! Click here to find the nearest PayPoint location.

On-line with a credit or debit card by logging in to 'Your Account' on this website and selecting the Top up option from the menu. Please note that cards must be Mastercard Secure or Verified by Visa registered. See the 'Top up ' page for details.


How can cards be topped up by direct transfers or from my wages?

You can top up your card from a bank account or have your wages paid directly from your employer. To have your wages paid directly from your employer all you have to do is:
Print off this Form.

Complete the form and give it to your employer.

Your wages will be transferred directly to your card within 4 working days for FREE!

Note: We recommend you ensure that your card has no yearly spending and cash withdrawals limits before you set up a wage transfer. If your card has limits on total spending and ATM cash machine use you will need to provide us with documentation as instructed on the reverse of the welcome letter you received with your card. For more information please see the 'Upgrading My Card' section of these Help pages.

To transfer money directly from a bank account:
You will need to contact the bank to set up the transfer. You will need the following information:

Splash card - Create a Standing Order

You must include the account number found on the back of your card as the payment reference.

This is the 14 digit number starting with 1425 that can be found on the back of your card (see image below):

Account number on the back of your Splash card

Note: We will not be able to transfer the funds to your card if you do not enter the 14 digit account number correctly and in full. Transfers may take up to 4 working days to reach your card once they have cleared in our account.

Please see the 'Top Up' section for more details.

How long does it take for my money to be available on my card after I have topped up?

PayPoint cash top up: Immediately
PayPoint e-voucher As soon as you enter your e-voucher number On-line
Post Office® cash top up One business day (Monday - Friday)
Credit/Debit card top up Two business days
Direct transfers (bank account or wages) Within 4 working days of the payment clearing in our account


How do I top up my card at a Post Office® branch or PayPoint outlet?

If you want to top up your card using cash then visit your nearest Post Office® branch or PayPoint outlet and ask to top up your card:

Hand over your splash card at the counter. Request and pay for your required top up amount. Your card will then be swiped and topped up. Always remember to ask for your receipt and check the top up amount. If you notice an error you must go back to the Post Office® branch or PayPoint location where the top up was made.

Note: A maximum load limit of £500 applies at Post Office® branches and top ups take one business day to be available on your card. PayPoint requires a minimum load of £10 and has a maximum load limit of £500, top up is available immediately.

How can cards be topped up using a PayPoint e-voucher?

To top up without your card, visit any PayPoint outlet and purchase a 360money e-voucher. Friends and family can also buy e-vouchers for you!

Print off this coupon (optional).

Visit any PayPoint outlet (present the coupon if you have printed one), ask and pay for a 360money e-voucher for the required amount.

Keep the e-voucher you receive and return to this website. To top up your card visit 'Your Account' and select ‘top up’. Simply enter your e-voucher number when requested.

Are there any minimum or maximum limits that I should be aware of?

Yes, please see table below:

Minimum load amount at Post Office® branches £5
Minimum load amount at PayPoint outlets £10
Minimum Credit/Debit card load amount £20
Maximum load amount £500
Credit/Debit card daily load limit £500
Card balance limit at any one time £3,500
Recommended minimum balance on your card £10
Max value per withdrawal £250


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Locations you can use splash

Where can I spend money with my splash card?

Money loaded onto your splash card can be spent at millions of shops on the high street, on-line or over the telephone, wherever you see the Maestro® acceptance mark. You can also withdraw cash from ATMs. Please see Terms & Conditions for limits which may be applicable subject to identity verification. If you have a restricted card you will only be able to use your card in the UK for transactions in GBP.

Can I spend my money outside of the UK?

Yes, wherever Maestro® cards are accepted. If the merchant uses a currency other than sterling, we will apply an exchange rate to convert it to your card's currency. When you login to 'Your Account' part of www.mysplashcard.co.uk, you will see the transaction appearing in both the local currency and sterling (£). Please see Terms & Conditions for a summary of applicable FX surcharge fees.

If you have a restricted card you will not be able to use your card abroad.

How do I buy on the high street with my card?

Shop anywhere the Maestro® acceptance mark is displayed. Millions of shops accept Maestro® in the UK and abroad.

To pay with your card, simply present it at the time of payment and enter your 4 digit PIN number when requested as with all Chip & PIN cards.

What happens if I need to return something I buy with my card?

In the event that you need to return an item purchased using your card, the merchant will handle the return in accordance with their refund policy. They may credit your card with the value, issue a voucher or offer you replacement goods of a similar value.

What if an unauthorised transaction is made on my card?

You should contact us as soon as possible by emailing customerservice@360money.com, with the date and place of the transaction together with your card details. It also helps if you can provide any related receipts or information available. We will review your case and if your claim is justified we will credit the transaction amount back to your account within 45 days of the receipt of your claim, according to Mastercard® regulations. An administration fee may be charged to your card if the transaction investigated turns out to be a genuine transaction carried out by the cardholder.

If you have a restricted card you will only be able to use your card in the UK for transctions in GBP.


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ATM cash machine usage

Can I withdraw cash from an ATM cash machine?

Yes, both in the UK and abroad as long as it displays the Maestro® acceptance mark. Please see Terms & Conditions for daily limits and other restrictions which may be applicable subject to identity verification.

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On-line shopping

Can I spend money on-line?

Yes you can, providing your splash card has sufficient funds loaded on it, you can shop on-line safely and securely wherever you see the Maestro® acceptance mark.If you have a restrictd card you will only be able to use your card with UK merchants for transactions in GBP.

How do I buy over the Internet with my card?

You can shop anywhere the Maestro® acceptance mark is displayed.

When completing your on-line transaction, select Maestro® as the payment option. Be aware that during the payment process you may be asked for the following details that are found on your card:

Your name as it appears on your card.
The card number (the 16 digit number on the front of the card).
The valid from or start date (on the front of the card).
The expiry date (on the front of the card).
The last 3 digits on the signature panel on the reverse of the card, either called CVV, CV2 or Security Code.

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Why so safe?

How secure is my money?

A splash card on the 360money network is secure. But it is recommended that you take care of your card as you would do cash in your wallet. Here are a few tips to make sure that your card is secure:

Do not share your 4 digit PIN with anyone or write it down.
Do not allow your card to leave your possession.
If you are withdrawing cash at a cash machine please shield your PIN.

At 360money maintaining your account's security is our top priority. There are steps that you can take to help protect your account from fraud and scams.

Website security

To safely and securely access the 360money website or your 360money splash account, open a new web browser (e.g. Internet Explorer or Netscape) and type in www.mysplashcard.co.uk. This will help you avoid fake links to fake websites.

Password safety

Never share your 360money password with anyone. 360money representatives will never ask you for your password. If you believe someone has learned your password, change it immediately and contact us at customerservice@360money.com to ensure your account has not been violated.

Make sure you create a secure password. Choose a password that contains a combination of letters, numbers, and symbols. Try not to use obvious words, names, or birth dates. Also, don't use the same password for your 360money account that you use for other on-line accounts like MSN or Yahoo.

Email security

Avoid including sensitive information in emails. 360money will never ask you to enter your password or any personal or financial information in an email. You should only share information about your account once you have logged in to 'Your Account' at www.mysplashcard.co.uk. Use 'Your Account' wisely. Do not share your account details. Don't use your 360money account to transfer or receive money for anyone but yourself or additional cardholder(s). These types of activity are often conducted as forms of money laundering and can result in significant criminal penalties.


360money will never e-maiI you a link inviting you to update your personal details such as passwords or credit card information. This act, known as phishing, is an attempt to scam you into surrendering private information that will be used for identity theft.

360money will never ask for the any of the following via email:
Credit or debit card numbers.
Bank account numbers.
National Insurance numbers.
Driver's License numbers.
Email addresses.

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Lost/Stolen cards

Don’t panic. If you ever lose your PIN protected card, or it is stolen, call us right away and we’ll block your account and order you a new one* - no problem – it’s safer than carrying cash.

*For further information please see Terms and Conditions.

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Extra cards

All the advantages of your splash card can also be shared with your family or friends. By applying for an additional card, you can choose to share it with your family or friends at home or abroad. All you have to do is request an additional card through 'Your Account'. Your family or friends can then access money to shop or withdraw cash from the same account.

splash gives you added flexibility.

Remember: Additional cards will be mailed to the address of the primary cardholder.

If you have a restricted card you will not be able to apply for additional cards.

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Will my card expire?

Yes, your card will expire and the expiry date is printed on the front of your card. Cards are valid for 24 months from date of application and a replacement card or refund is available after expiry. (A replacement card fee or refund fee may apply).

For full fee information, click here.

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My Notifications

What is My Notifications?

‘My Notifications’ is a Text message and email based customer communications program. Its aim is to keep you connected with your money 24/7 by sending you handy alerts or notifications related to your balance.

Currently there are two types of alert:

  • Your balance has fallen below £X – you choose this amount and as your balance falls below it we’ll let you know and remind you to top up.
  • Balance statement – not sure how much is in your account? Simply text “BALANCE” followed by your 14 digit account number (found on the back of your card starting with 1425) to 81025 and we’ll text you back straight away with an answer. E.g. text BALANCE 14251234567890 to 81025

How do I set up the notifications to work for me?

Firstly you need to log into ‘Your Account’ online account. Then select ‘My Notifications’ from the left hand menu, this is where all your preferences are stored. You can turn your notifications on or off by clicking on the status buttons, and you can also alter the settings using the boxes on the screen. Click ‘submit’ when you have made your changes and your settings will be saved.

We will need your current email address and mobile phone number to send you notifications. You can check and change these details by clicking the ‘personal details’ button on the main menu in ‘Your Account’. ‘My Notifications’ messages will be sent to your mobile phone first and if that fails, they will go to your email inbox.

How much does My Notifications cost?

All you pay is your standard network rate when you text us to ask for a balance statement. All other communications cost absolutely nothing! That’s the great thing about it, while we trial this new functionality and develop it further you won’t be charged anything for these services.

Please Note: Notifications via Text message are sent between the hours of 8am to 9pm. However, you can request and receive a balance statement anytime, 24 hrs a day.

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