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Frequently asked questions

When can I claim my prepaid card?

You can claim your prepaid card once you’ve had your HomeCare product for at least 90 days. You can find the start date of your agreement in the documents we sent when you bought HomeCare.

 

What information do I need to claim my prepaid card?

You’ll need your HomeCare customer number together with your postcode.

 

How long do I have to claim my prepaid card?

Once you’ve had your new HomeCare product for 90 days, you’ll then have another 90 days to claim your prepaid card.

 

I’ve claimed my card but not received it

You should have your prepaid card within seven working days of making your claim. If it hasn’t arrived after this time, please contact our customer service team by email info@cardholdersvs.com or call 0344 800 6435.

Calls are charged at the same standard rate as 01 or 02 landline numbers, even when calling from a mobile. When calling from a mobile, your telephone provider may charge you additional access charges for the duration of the call. Please always check with your mobile network provider what additional charges may apply when dialling us from your mobile. For training purposes, some telephone calls may be monitored and recorded.

 

I’ve received my card – what do I do next?

You need to activate your card before you can use it. Within 72 hours of claiming your card, you will have received an activation code by email. Use this code when you go online to activate your card and get your PIN number.

Sometimes the email can end up in your junk mail, so it’s worth a check. If you still can’t find the email, please visit britishgas.purecard.com to ask for the activation email to be resent to you. You can only do this when you have received your prepaid card as you will need to enter your card ID.

 

How long do I have to activate my card?

Once your prepaid card is issued, you’ll then have three months to activate it. If you don’t activate your card during this time it will be cancelled and you will no longer have access to the money on the card.

 

Where can I use my prepaid card?

Your prepaid card can be used in most places that accept Mastercard®. It cannot be used to get cashback or cash at cash machines, at customer activated machines like pay@pump, in car parks and train ticket machines. Click here for full terms and conditions.

 

Does my prepaid card expire?

Unused prepaid card values will expire 12 months after the card is issued. Once expired, you’ll no longer be entitled to any remaining money left on the prepaid card.

 

I’ve claimed and activated my prepaid card but it’s not working

Please contact our customer service team if you have claimed and activated your card online but it’s not working (remember there are some limitations to where you can use your prepaid card, see above). You can contact the team by email info@cardholdersvs.com or by calling 0344 800 6435.

Calls are charged at the same standard rate as 01 or 02 landline numbers, even when calling from a mobile. When calling from a mobile, your telephone provider may charge you additional access charges for the duration of the call. Please always check with your mobile network provider what additional charges may apply when dialling us from your mobile. For training purposes, some telephone calls may be monitored and recorded.