Frequently Asked Questions

Have a question about CannyApp?

Find the answers to commonly asked questions here.

What is a prepaid card?

A prepaid card is a card that is preloaded with funds from either your bank account, or from a credit card. The prepaid card can then be used to pay for goods and services up to the value that is loaded on to it, wherever you see the Mastercard® Acceptance Mark, in bars, restaurants, shops and even on line.

Is the CannyApp card only for use overseas?

No, the CannyApp card can be used in the UK, but the main advantage is saving on bank or credit card charges overseas.

Why would I use a prepaid card?

High Street Banks, via debit cards, and credit card providers apply a charge for using a card overseas. With the CannyApp prepaid card there is no charge for use, and, there is a £30 cashback offer for every £1000 spent.

What is cashback?

Your Card will offer you the opportunity to earn 3% cash back on all non-pound sterling expenditure made through the Card.

How will I claim my cashback?

Your cash back amount can be claimed via the CannyApp at the end of each full quarter commencing the first month following your first qualifying expenditure on the Card, or whenever you have earned a minimum of £100 cash back whichever first occurs.

Where will I see the detail of my Cashback?

Once claimed, the amount of cash back to which you are entitled will be transferred to your Card, and will be available for spending within 5 Business Days of the claim being processed. You will be able to see this amount on the App homepage, in the wallet entitled “Cashback earnt”.

How long do I have to spend my Cashback amount?

Any Cashback amount will lapse when not then claimed, 12 months after your last expenditure.

How do I apply for a card?

Simply download the App via The App Store or Google Play, and apply via your phone, or online if you prefer. Simply follow the step by step guide, and you can complete your application in minutes.

Will you carry out a credit checks or ID checks when I apply for a card?

We will not carry out a credit check; however, we will carry out checks to verify your identity and address using an automated service. If you fail the automated checks, you will be asked to upload the following documents:

Standard Ruleset contains the below documents.

Proof of Address

  • Council tax
  • Bank Statement (issued within 3 months)
  • Credit Card  (issued within 3 months)
  • Utility Bill (issued within 3 months)
  • VISA / Green Card/ Residence Permit
  • Tax Documentation e.g Tax returns, Yearly Tax Code, P45, P60. (issued within 3 months)

 

Identification Document

  • Driving license
  • Passport
  • National ID Card
  • Residence Permit

Your documents will then be verified by our compliance team, who will then contact you when a decision has been made or if they require any further information from you.

How long will it take for my card to arrive?

Your card should arrive within 7 days of completing the application in the App. It is ready for use as soon as you load funds on to the card, but your first transaction needs to be via a Chip and Pin, not via contactless payment.

How do I load money on to my card?

You will need to link your card to either a bank account or another debit or credit card in order to transfer funds on to your card. In most cases the fund transfer will be instant, but we would recommend loading your card at least 48 hours before you intend to use it. Your account sort code and account number can be found in the Security section of your online account area.

What happens if my balance goes negative?

As this is prepaid card, a transaction that takes you over the limit of the funds loaded on the card will be rejected by the Merchant. You will need to load more funds on to the card.

How will I know the balance of funds available on my card?

The fund balance will be shown on the home screen of the App, so you have an at a glance view of funds available to spend.

Is my card secure?

Yes, your card is protected in the usual way by 3DS. Within the App you have the functionality to manage your card, e.g. change your PIN, freeze or cancel your card, or report your card as stolen.

What is 3DS?

3DS (also known as ‘Mastercard Secure Code’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments. Authentication is the process by which you identify yourself by sharing secure information that is available only to you. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

What is the use of Authentication?

Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to gain access to your payment details. 

Is 3DS active on my card?

Yes, your card has been enrolled in Mastercard Secure Code (3DS) so that wherever you see the Mastercard Secure Code logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder. 

What is the process for Authentication online?

You will receive a 6-digit One Time Password (OTP) if you do make an online purchase you make at participating merchants. The OTP will be sent by SMS or by email to the mobile phone or email address which you have registered with your card provider. Simply key in the OTP on the authentication page displayed and press the ‘Submit’ button. The OTP will then be verified by your card provider and the transaction will be approved or declined.

How will I know whether the registered mobile number or email address is the right one?

The partially masked mobile number and email address will be displayed on the authentication page so that you can check that those details are correct. If the mobile number and email address are incorrect, cancel the transaction and either update your information on the portal or contact Customer Services by calling 0204 505 9002

What if I suspect that fraud has occurred on my card?

If you ever suspect that a fraudulent purchase has been made using your card, contact Customer Services by calling 0204 505 9002 immediately. 

If, after discussing the transaction, we believe that it was not authorised by you, you will be refunded as soon as possible, and we will investigate on your behalf. We may need to cancel and replace your card for security reasons. If we need to do so, you will not be charged for a new card and your remaining balance will be transferred across to the new card.

Can I use my card to withdraw cash at an ATM or for cashback?

You can withdraw up to £300 per day from an ATM displaying the MasterCard Acceptance Mark, a maximum of £150 per withdrawal. Cashback is not permitted. There is a small charge for this service.

Are there any restrictions on where I can use my card?

Your card cannot be used at self-service petrol pumps. You can use your card to pay for petrol by taking it to the cashier. The card also has gambling restrictions where credits can not be paid back onto the card.

Is there a charge for this card?

There is no charge for ordering your CannyApp card.

How do I manage my card?

You should manage your card via the App where you can change your PIN, freeze a card or send us a message. This is the most secure way to communicate with us. 

How do I report my card lost, stolen or damaged?

In the event of loss or theft of the card, you are responsible for reporting this as soon as possible by either login onto your account & reporting your card Lost/Stolen in the Security setting or calling Customer Services on +44 800 086 8663 and speaking to one of our call centre team members. Any transactions made before the card is reported lost or stolen will be charged to your account. 

How can I change my PIN?

You can change your PIN in the CannyApp or Online portal in the Security Section.

PIN Best Practice

  • Never share your PIN with anyone
  • Select a PIN that cannot be easily guessed. Do not use birth date or partial account numbers and try to avoid using sequential numbers like 1234, or repeated numbers like 1111.
  • Memorise your PIN, do not write it down on your card or keep it on a piece of paper with your card.

Once you have changed your PIN you will need to Validate the new PIN at an ATM Machine. 

What do I do if I have exceeded my PIN attempts?

If you have used an incorrect PIN three times, your card will be blocked to protect you from fraud. You can reset your PIN in the App, as instructed above & contact customer support on 0204 505 9002 to unblock your card.

Can I go overdrawn?

Your card is a prepaid Card, which means that you can only spend available funds on the card. Your card will be declined if there are not enough funds on the card for the purchase you are attempting. If for any reason a transaction is processed that exceeds your available funds, we may block your card, and you will be required to repay the amount owing immediately.

Can I get my funds back if I want to cancel the card or no longer need it?

If you wish to cancel your card, you will need to do so in writing to support@cannyapp.co.uk. On receipt your card will blocked & fund returned to you after 30 days, to allow for any outstanding settlements to be taken from the card. The funds will be returned to your less 3% redemption fee, as per our terms and conditions. 

How long is my card valid for?

The card is valid until the expiry date showing on the front of your card.

Can I use my card abroad?

Yes, at any ATM or POS that accepts Mastercard.

What do I do if my card has been retained by an ATM?

You should deactivate the card immediately within the App, and then order a replacement card right away. To understand why the card was retained you will need to contact the ATM provider directly as we have no control over their services.

How is my personal information and privacy protected?

We safeguard your information in accordance with our Privacy Policy and applicable law. Please see our privacy policy

 

How do I complain?

Please review our complaints procedure, which can be found here

Are there any hidden charges?

With CannyApp there are no hidden fees or charges, you can find all the information you need on fees and limits here.

Fees and Limits Schedule

 

 

 

Domestic International
Card Issuing Fees    

Card Order Fee

FREE N/A
Card lost/stolen replacement £7.50  N/A

Card to card transfer

1%  N/A
Card Transaction Fees    

ATM Withdrawal

£1.00 FREE

POS

FREE FREE

ATM Balance enquiry

£0.30 FREE

ATM Decline

£0.30 FREE

POS Decline

£0.30 FREE
Foreign Exchange Charge 7% 7%
Card Load Fees    

Card load by Debit Card

FREE FREE

Card load by Bank Transfer

N/A N/A
Miscellaneous Fees    

Account closure balance return (Redemption Fee)

3% 3%
Account Dormancy Fee (applies after 6 months of no usage) £2 per month  N/A

 

Limits

Card load value Max per year: £20,000
  Max per month: £5,000
  Min per load: £10
  Max per load: £500
Card maximum balance   £12,000
ATM Withdrawals Max per day: £300
  Max no. per day: 2
POS Transactions Max per month: £6,000
  Max per day: £1,500
  Max no. per day: 30
Where is my money held/is it safe

We take the security of your money very seriously. Transact Payment Limited are the CannyApp licensed issuer, and as such, hold all your funds in a secure Designated Segregated Client Account, specifically for the purpose of redeeming transactions made via Your Card. In turn they are governed by the FSC.Gi – Financial Services Commission, Gibraltar. In the unlikely event of any insolvency, funds that have reached the Designated Segregated Client Account, will be protected against any claims by creditors.

Which wallet in the App should I use to load my CannyApp card?

We always recommend that you load from your debit/credit card in to your GBP wallet. You can spend directly from this whilst you are overseas and the currency will be converted on the day at the daily ECB rate +7% (note you get 3% back in Cashback). At the point of sale you should ask for the transaction to be calculated in the local currency.

Why is there also a Euro wallet?

You may wish to convert your monies once into Euros, and spend from this wallet, in which case the monies will be converted at the daily ECB rate as above and remain in the Euros wallet. Again, you chose local currency at the point of sale.

CannyApp makes life simple

Download the App from the App store for free to access the very best in a pre-paid debit card experience.

Our simple to use App has all the functions you would expect but is not cluttered with ones that you will never use! Making for a seamless, safe and easy to use experience

Fraud Protection with CannyApp

Anti Fraud Controls at your fingertips

Secure login to the App, via face recognition or 4 digit code gives you instant access to your account. 

Freeze or unfreeze your card without lengthy phone calls the moment you suspect anything suspicious 

Set and change your PIN in the App without the need to visit an ATM 

If you do lose your phone with the App on it, you can call us from the number on the card to freeze the account

Manage your balance with CannyApp

Manage your Balance with ease

With visibility of the balance on the home screen, you can see instantly how much money you have loaded and available to spend  

Topping up the card is simple – you link to your preferred debit or credit card, and you can load instantly and start earning 3% cash back on all overseas spend 

See transactions immediately – giving you absolute comfort in knowing what is being spent

Spend overseas without fees using CannyApp

No Overseas Fees when you use CannyApp

You can use the card as you would any credit/debit card, knowing you won’t be seeing any surprise transaction fees on your return home

The card can be used at any ATM and will be accessing funds from the monies pre-loaded on to the card – with no transaction fee. * (State lower down that will be charged £1 to use in UK ATMs)

3 percent cashback with CannyApp

3% Cashback on all Overseas Spend

You will receive 3% cashback on all overseas spend. So for every £1,000 you spend – instead of charges you get £30 cash back with the CannyApp!

The terms and conditions of the cashback offer can be found here

Your cashback earned is displayed in total on the home page and can be seen per transaction by clicking on this total.

Register for CannyApp today

Registration available from February 2021

Check back in February to register for the app and order your CannyApp card.

CannyApp Wallet