Tuxedo eccount

• Who is Tuxedo?

  Tuxedo is an approved MasterCard^® Member Service Provider focused on delivering affordable MasterCard^® and Maestro^® Prepaid Cards and other innovative stored value products in the United Kingdom with its unique eccount service. Find out more about Tuxedo.

• How much does my Tuxedo MasterCard^® / Maestro^® Prepaid Card and eccount cost?

  The Tuxedo MasterCard^®/Maestro^® Prepaid Card and eccount costs £10. You can apply for your card through your debt management company.

• The Tuxedo Plus tariff

  The Tuxedo Plus tariff offers free purchase transactions,and unlimited standing orders. ATM withdrawals are charged at 50p in the UK and £2 abroad. There is a monthly fee of £12.

• Where can I find a list of the fees I will be charged?

  Click here to view the Fees Summary Box and here to view the complete terms and conditions.

• Will I be paid interest?

  Tuxedo MasterCard and Maestro Card are prepaid cards and are are subject to
  e-money regulations, therefore interest is not paid on this product.

• How to reset my password?

  To reset your password go to the “Security” tab and select “Change Password”. Under the same tab you can also change your Security Code and retrieve your PIN.
  
  

• How to update my personal details?
  
  

  If you are the eccount holder, you can update your mobile number and email address under the “eccount Holder” tab. If you are a card holder, go to the “Cardholders” tab.
  
  

• How to retrieve my card PIN?

  To retrieve your PIN online, go to the “Security” tab and click on the key image. You will need to confirm your password and security code.
  
  

• How to download my statement?

  Firstly, go to the “Statement” tab and select the statement period you wish to retrieve. You can either print it out or save it on your PC by clicking “Export”. The statement will be saved in a Microsoft Office Excel CSV File format.
  
  

• How to move funds from the eccount and vice versa?

  To move funds online, go to the “Move Funds” tab, select the source you wish to move money from and to, and then select the amount.
  
  

• What is:
  
  

  a. an "eccount balance"?
  
  Your eccount balance shows unallocated funds, i.e. funds that haven’t been assigned to your card(s).
  
  b. an "Available balance"?
  
  

  Available balance means cleared balance associated with your card that is available to spend instantly.

  
  c. a "Pending balance"?
  
  

  A pending balance is temporary charge held against your available funds. It relates to:
  
  - A transaction (purchase or cash withdrawal) you've made using your Tuxedo Card which has been authorised for payment, but has not yet reached your
  eccount;
  - 'Reserved' funds requested by certain retailers. (eg. upon check-in some hotels take your Tuxedo Card details for an 'authorisation transaction' that reserves enough funds to cover your bill);
  - A payment or cash withdrawal you've made which has not yet cleared.
  

   

  All balances are displayed under the ‘Summary’ tab.

• How to set-up rules for top-up allocation?
  
  

  The login area allows you to allocate funds as required. If you have multiple cards you can change the way your funds are distributed between your
  eccount and card(s), e.g. whenever you Top-up you can allocate half to your eccount and distribute the rest between your card(s). Go to the “Top-up settings” tab to set-up.
  
  

• Can I order an additional card by logging in online?

  You can order additional cards online by going to the “Additional Cards” tab. You will be offered a choice of keeping the eccount/card balance to yourself balance or sharing it with the new cardholder.
  
  

• Can I order a paying-in book online?
  

  You can order your paying-in book by going to the eccount holder tab and requesting one. If you are re-ordering, you will need to contact Customer Care.
  
  

• Can I download the Salary&Wage Payment Form online?

  You can download the Salary&Wage payment form online by going to the “Top-up” tab and selecting “Salary/wage payment”. Instructions on how to Top-up are enclosed on the form.
  
  

• Can I set a Standing Order online?

  Set up Standing Orders by clicking on the Standing Order tab and following the instructions click here for more information.

To activate your card you must obtain your PIN first.

• How do I get my PIN?

  Call our secure automated PIN retrieval service and follow the 5 easy steps:

  1. Call (+44) 020 7070 4902
  2. Enter your 9 digit eccount number
  3. Enter the last 4 digits of your card number
  4. Enter secret number supplied during registration
  5. Memorise the PIN that is read out by our automated system.

• How can I change my PIN?

  You can change your PIN at most ATMs in the UK by inserting your Tuxedo Card and following the on screen instructions.

• How do I Top-up my Tuxedo Card?

  There are many ways to Top-up your Tuxedo Card:
  
  
  - at over 19,500 PayPoint locations – click here for the PayPoint locator
  - at over 14,500 Post Office branches - click here for the Post Office locator
  - online by credit/debit card
  - by bank transfer
  - by having your salary/wages/benefit payments paid into your eccount
  - by having your cheques paid into your eccount
  

• Can my employer pay my salary/wages directly into my eccount/card?

  Yes, they can. Log-in to your eccount and download the 'Salary and Wage Payment Form'. You will need to complete this form and hand it to your employer. The maximum amount your employer can transfer is £2,000.
  Note: contact Customer Care to transfer a larger amount or to have the form posted to you.

• Where can I withdraw cash from?

  You can withdraw cash from any ATM that carries the MasterCard^® or Maestro^® Acceptance Mark. Click here to locate one near you.

• How much cash can I withdraw each day?

  The maximum amount you may withdraw per day from ATMs in the UK is £250. If you’re withdrawing cash abroad, the maximum withdrawal amount is subject to the country’s limits.

• Can I use my Tuxedo Card to get cash over the bank counter?

  No, you can use an ATM or ask for cashback (MasterCard card only) when shopping in-store instead.

• Can I use my Tuxedo Card to make purchases?

  Yes, as long as you have sufficient funds on your card.

• Why is my Tuxedo Maestro Card not being accepted at some of the merchants?
  
  If your Tuxedo Maestro Card is not being accepted by certain merchant terminals, giving an error message of “invalid card”, this is because the card selected by the merchant has been defaulted to "Maestro". Instead, for Tuxedo Maestro Cards, "Maestro UK" should always be chosen when completing the transaction on the terminal.
  
  
• What is a pre-authorisation?
  
  A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take a few days for you to receive the balance as a refund into your eccount.  
  
  

• Can I use my Tuxedo Card to guarantee payments or make reservations?

  If you are using your card for car hire, hotel reservations, general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request.

  Some businesses - car hire and hotels in particular - may block more funds than you expect to use and this will affect the available balance on your card.
  
  

  The blocked funds will not be available to you to use until the final bill has been settled and cleared via MasterCard.
  
  

  Usually the unspent amount is made available for use within a day or two of payment, however in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited.
  
  

• Can I use my card to make purchases using PayPal?

  Yes, however please note that when registering a Tuxedo Card on PayPal, a 'pre-authorisation' is carried out to ensure your card is valid. A pre-authorisation means blocking a small amount of money on your card (usually less than £2) to check that there is available balance. The pre-authorisation expires after 15 days and is never collected from the card. Therefore in order to register your card on PayPal, please ensure you have a minimum of £2 on your card.

• Are there any outlets where I may not be able to use my Tuxedo Card?

  You may not be able to use your Tuxedo MasterCard^® or Maestro^® Prepaid Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.

• What address should I give when I purchase goods online, by mail order or by phone?

  The billing address should be the address registered by the primary cardholder even if you’re the authorised user. 

• What is a pending transaction?

  A pending transactions (sometimes called 'outstanding authorisation') is a temporary charge held against your available funds. It relates to:
  
  1. A transaction (purchase or cash withdrawal) you’ve made using your Tuxedo Card, which has been authorised for payment, but has not yet reached your eccount;
  2. 'Reserved' funds requested by certain retailers. (e.g. upon check-in, some hotels take your Tuxedo Card details for an 'authorisation transaction' that reserves enough funds to cover your bill).
  3. A payment or cash withdrawal you’ve made to your eccount which has not yet cleared.

• What happens to a pending transaction?

  The Pending Transaction will either turn into a finalised transaction (purchase) or will be removed automatically within 14 days.

• Do I need to do anything if i have a pending transaction on my eccount?

  No. Having a pending transaction on your eccount is a part of the process by which a purchase is charged to your eccount. However, if you think the pending transaction may relate to fraudulent use of your card, please call us straight away.

• Will my Chip and PIN card be widely accepted abroad?
  
  

  Yes, your card will be accepted abroad.

  
  Note: most merchants throughout Europe should be able to accept a Chip and PIN card by 2010.  As many cards issued in the USA are Magstripe cards only, ie. do not have a Chip, you may be asked to sign for your purchase without entering your PIN. Merchants may also require some form of photographic identification (eg. passport) before accepting your card.
  

• How do I check the available balance on my card?

  To check your eccount balance text BAL to 80777 (+44 778 1474 776 if overseas). You can also check your balance by logging in online or by calling our auomated service on 0845 225 0043 (+44 20 7070 4905 if overseas).

  
  

• How are my transactions authorised?

  Retail outlets request authorisation via MasterCard^® and Maestro^® to which Tuxedo is linked via a processor which verifies that you’ve enough funds available on your Tuxedo Card. If approved, the money is paid over to MasterCard or Maestro from the card, for settlement to the merchant. If there are not enough funds on your card, the transaction will be declined. At all times, only you or a designated person can see the balance available on your eccount.

• What if I want to cancel a transaction or card authorisation?

  If you decide to cancel a transaction that has already been authorised, it may take a few days before your funds can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.

• When are transactions declined?

  Transactions can be declined if the retailer can’t verify online that there are enough funds in your eccount to cover the value of the transaction you are making, including any applicable charges.

• A safe alternative to cash

  One of the great things about the Tuxedo MasterCard^® or Maestro^® Prepaid Card  and eccount is that it provides security and peace of mind. Using your card is safer than carrying cash. However, we recommend that you take as much care of your card as you would with your cash.

• Online security

  You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.
  
  

• Lost or Stolen

  If your card is lost or stolen, report it by:
  
  - calling us on 0845 241 4278 or +44 (0)20 7101 6599 if overseas. We will cancel your Tuxedo Card and issue you with a replacement within 7-10 days.

  - sending us a text with LOST or STOLEN to 80777.

• Phishing

  We will never send an email to a customer requesting security or any other confidential information about the Tuxedo MasterCard or Maestro Prepaid Card. If you receive an email claiming to be from Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be Tuxedo or Newcastle Building Society website, do not enter your personal or eccount details. Tuxedo and NBS are in no way involved with this email and the website does not belong to us or Newcastle Building Society. Never reply to any such emails or disclose any personal information on such websites

  If you think you’ve received a fraudulent email that looks like it’s from Tuxedo or Newcastle Building Society, please forward the entire email including the header and footer to security@eccount.com.

• How safe is my money?

  The Financial Services Compensation Scheme does not apply to the Tuxedo MasterCard^® or Maestro^® Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with the Tuxedo Card. So, in the event that Newcastle Building Society becomes insolvent, your funds may become valueless and unusable, which means that, as a result, you may lose your money.

• What should I do when my Tuxedo Card expires?

  We will contact you before the expiry date displayed on your card to offer you a free replacement card.

• How do I close my eccount?

  Contact Customer Care. Fees may apply, see terms and conditions for details.