Top Questions

I haven’t received my card yet.

Your card can take up to 2 weeks to get to you, check the email you received when you applied as this should have a link you can click on to check your application. If you have been waiting longer than 2 weeks then please email Customer Services customerservice@360money.com

I’m having trouble with my PIN.

You should always change your PIN to something you can easily remember so that you don’t forget it! You can change your PIN at most cash machines.

If you use your card and a message such as ‘PIN Blocked’ shows on the shops terminal then you need to go to a cash machine to unblock your PIN by selecting 'PIN services' from the main menu.

I tried to use my card and it was declined

Please make sure that you have enough money on your card to cover the cost of what you want to buy including any transaction fees that might apply. To check your balance now, log into 'Your Account'.

Sometimes you may need to have a card balance greater than the value of the transaction you wish to make. For example:

  • Hotels and rental cars
  • Restaurants

There are also some instances where your card might be declined because of:

  • Internet shopping – when you register or get to the checkout stage on some sites they will send a request to us for payment authorisation to check if you have enough balance available. This will temporarily impact your balance. Also please remember that many websites won’t take your payment until they’ve sent your goods. Please remember when checking your balance that these kinds of transactions can affect your available balance.
  • Your card should not be used as a form of identification and we will decline any authorisation requests using your card for identification purposes.
  • If you make a purchase on-board a cruise ship, train or aeroplane sometimes your card may be declined if online authorisation is not possible.
  • Membership or subscriptions – make sure you always have enough balance on your card if you use it to make payments for memberships or subscriptions.

Where is my Post Office® top up?

If you make a top up at a Post Office® branch this will take until the following day after 12pm to be available on your card. So, if you top up on a Tuesday the money will be available from 12pm (midday) on Wednesday.
Please note: If you top up on a Friday, Saturday or Sunday the top up will be available the following Monday from 12pm.

Why can’t I top up with my credit or debit card?

If you have a Restricted card you can not top up using a credit or debit card. Click here to see how you can upgrade your card.

If you have an un-Restricted card and want to top up with a credit or debit card then that card must be registered with either Mastercard Secure Code or Verified by Visa. The billing address of the card must also match the address you gave when you applied for your splash card.

I’m having trouble activating my card

Make sure you enter the long card number (16 digits) from the front of your card, this will start with 675916. Also, you need to enter your 8 digit date of birth, this is two digits for the day, two digits for the month and 4 digits for the year of your birth e.g. if you were born on the 1st of June 1980 then you need to enter 01061980


Click here to view all frequently asked questions.


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