Frequently Asked Questions

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.

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

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.

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

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.

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”.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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. 

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.

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

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.

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.

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.

There is no charge for ordering your CannyApp 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. 

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. 

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. 

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.

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.

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. 

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

Yes, at any ATM or POS that accepts Mastercard.

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.

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

Please review our complaints procedure, which can be found here

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

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.

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.

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.