Frequently asked questions for Kube

New card requests

 

Activating and using your Kube Card

 

Issues using your Kube Card

 

Loading your Kube Card

 

Online account information

 

Payments and standing orders

 

SMS alerts

 

Complaints

 

Strong Customer Authentication

 

Open Banking

 

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New card requests

 

When will I receive my card and PIN?

You should receive your card within 10 working days. Before you start using your card you will need to activate it and retrieve your PIN:

    Activating your card
    To activate your card you need to do one of the following:
  • Online – go to my cards page and click the activate button next to the relevant card image.
  • Telephone 0330 041 4590, choose option 2 and follow the instructions. Please have your card and account number handy.
  • Text ACTIVATE along with the last four digits of the card number and your activation code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983). Please note you can only retrieve your PIN online or by telephoning the number above.
    Retrieving your PIN
  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0330 041 4590, choose option 2 and follow the instructions. Please have your card and account number handy.

If you would like to change your PIN to a more memorable number, this can be done easily at most ATMs that display the Visa acceptance mark.

 

Is my Kube Card like a normal bank debit or credit card?

Your CHIP and PIN card does not offer credit nor an overdraft. You must top-up or payment money to the card before you can spend it, and you can only spend what you load onto the card.

 

Where can I use my Kube Card?

You can use your Kube wherever you see the Visa acceptance mark, including shops, restaurants, at ATMs, online and for telephone or tv shopping.

 

I haven’t received my Kube Card, what should I do?

If you haven’t received your card after 10 working days, contact Customer Services.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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Activating and using your Kube Card

 

Does my Card work as soon as it arrives?

No, when you receive your card you will need to activate it by following the instructions below: You will need the 3 digit activation code you have received by text or email plus your account number, then do one of the following:

  • Online – go to my cards page and click the activate button next to the relevant card image.
  • Telephone 0330 041 4590, choose option 2 and follow the instructions. Please have your card and account number handy.
  • Text ACTIVATE along with the last four digits of the card number and your activation code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983).

 

How do I retrieve my PIN?

  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0330 041 4590, choose option 2 and follow the instructions. Please have your card and account number handy.

 

How do I change my PIN?

Changing your PIN can be done easily at most ATMs that display the Visa acceptance mark, where this service is offered, by selecting the 'PIN Services' option on screen.

 

Can I use the Card at an ATM?

You can use your card at any ATM that displays the Visa acceptance mark.

 

Can I use my Card to get cash from a bank counter?

No, but you can use it at an ATM.

 

Can I use ATMs in pubs and clubs?

Yes, but these usually charge a fee.

 

How can I get my balance?

You can check your balance:

  • Online, click on ‘my account’
  • At an ATM (see your fees for information on charges)
  • Telephone Customer Services on 0330 041 4590
  • By sending an SMS to 07770 500 500 with the message ‘BALANCE’

 

How much can I withdraw at an ATM in a day?

As long as you have sufficient funds available.

 

Can I increase the amount I can withdraw at an ATM in a day?

No, it’s fixed across the board for all card holders.

 

What is a pre-authorisation?

Every transaction starts with a pre-authorisation. This checks that you have funds available on your card to pay the merchant for their services. The actual transaction will come through within a few days. Until that time, the pre-authorised amount will be held on your card.

For example: if you open a tab at the bar, a fixed amount is pre-authorised to cover what you could spend. If your final bill is less than the pre-authorisation amount then it may take a while for the difference to be released back onto your card.

 

How do my transactions get authorised?

All transactions go via Visa to us for approval. We respond with a yes or a no, depending on the available funds in your account and your account status.

 

What address should I use when making online and telephone purchases?

Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.

 

Can I use my Kube Card abroad?

Yes, your card can be used worldwide; anywhere that displays the Visa acceptance mark.

 

A card transaction has been refunded why is it not showing on my account?

It can normally take three to five working days for refunds to be received onto your account. Please contact Customer Services if the refund does not appear on your account after this time.

 

Will my card Terms and Conditions change?

From time to time, we may make some changes to the Terms and Conditions you have signed. If we think that a change is significant we will send you an email at least 2 months before making the change, unless a more immediate change is required by law or other valid reason. Otherwise we will notify you at least 60 days before making the change. If you are significantly disadvantaged by any such change that we make, you may cancel your Kube Card in accordance with our redemption policy (see terms and conditions, section 7) within 60 days of the notification without an extra charge.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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Issues using your Kube Card

 

What happens if my Card is lost or stolen?

If you lose your Card or it is stolen, or you suspect that your Card has been used by someone other than you, you must tell us immediately by:

  • Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.
  • Telephone: call us on our 24 hour lost and stolen card line +44 (0)333 202 3645.

We will cancel your Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Card and we may need more information and assistance from you.
Please note: Until you notify us, you are responsible for any transactions made on the card.

 

What do I do if I have forgotten my PIN?

To retrieve your PIN:

  • Go to my cards page and click the retrieve pin button next to the relevant card image.
  • Telephone 0330 041 4590, choose option 2 and follow the instructions. Please have your card and account number handy.

 

I have blocked my PIN, what should I do?

If you block your PIN in a shop you can unblock it an ATM machine by selecting the 'PIN Services' option. If you block your PIN at an ATM, please contact Customer Services who will unblock it for you.

 

What do I do if my Kube Card doesn’t work?

First, do a few checks:

  • Check you have sufficient funds
  • Check your card is not damaged
  • Check your card has not expired
  • Ensure your card has not been blocked on your instruction
  • Make sure you are using the correct PIN
  • If you are online or on the phone, check you have entered the card number and other details correctly.
  • Check that Visa is accepted as a method of payment in the place you are trying to use your card

 

If it still doesn’t work, contact Customer Services.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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Loading your Kube Card

 

How can I top-up my account?

For details on how to top up your account, login to your online account and click the ‘top up’ tab at the top. This will give you information on the different ways to top up.

 

Who can load funds onto my Kube Card?

Anyone with your sort-code and account number or top-up barcode.

 

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Online account information

 

What can I do within my online account?

You can do many of the things you can with a normal bank account, e.g. set-up standing orders or pay bills by bank payment. You can also view and download your statements and see pending transactions.

 

What are pending items?

These are the pre-authorisations. They will remain on your account until we get the transaction confirmation through. This usually takes no more than a couple of days. By looking at the pending items, you can review recent transactions made against your card.

 

What happens to pending Transactions?

The Pending Transaction will either turn into a confirmed transaction or will be removed automatically within 15 days.

 

Do I need to do anything if I have a pending transaction on my Kube Card account?

No. Having a Pending Transaction is a normal part of the process by which a purchase is charged to your Kube Card. However, if you think the Pending Transaction may relate to fraudulent use of your card please contact Customer Services.

 

Why are purchases showing in recent items?

The recent items screen shows all confirmed transactions since your last statement. When your next statement is generated, they will be included in that.

 

How do I change my password?

Click on Profile. The Change password option is on the left hand side of the screen.

 

How often will I receive statements?

You can be notified by email on a daily, weekly or monthly basis depending on your statement requirements. The email will confirm that your online statement is available to view via your online account.

 

Can I stop receiving statement notifications by email?

Yes. Login to your online account, click select My Account, the Change email options is on the left hand side of the screen. Untick the statement option and click Update. Please note you will still receive a yearly statement.

 

Can I receive paper statements?

Yes, you can request these online, go to my account , then click Statement orders. You can also Contact Customer Services to arrange. Please note a small fee will be charged.

 

How many statements are available for me to view online?

Statements are available to be viewed online for up to 48 months.

 

How do I change the details you hold for me?

In your account, click the Profile tab. From here you can change your contact details. If your name has changed, please contact Customer Services.

 

What is the security questions?

When you first login to your online account, you will be asked to choose an answer to one of a choice of questions. This answer is used as an identity check.

 

What am I charged for using my card?

The charges for using your card are outlined within your terms and conditions and can be found within your online account, by clicking on my fees . Your terms and conditions including your fees can be viewed by clicking on terms and conditions at the bottom of the page when logged into your online account.

 

Why does my online account show a balance and available amount?

The Balance on your account is all funds, the Available balance is your balance less the “pending” transactions. The Available balance is the amount you have available to spend on your card.

 

Will I earn interest on my Kube Card balance?

No, the balance loaded onto your card will not earn any interest.

 

What can I do if I do not want my details to be shared with third parties or used to provide me with product information?

We aim to provide you with up to date information on both your account and our products and services. To ensure you only received the information have requested, please update your online account by selecting Change email options on the My Account tab.

 

How do I cancel my Kube Card?

Email us from your registered email address requesting cancellation. Cut up the card and return it to us. Any funds remaining on the account can be paid to a bank account of your choice prior to closure.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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Payments and standing orders

 

Can I payment money from my account to my bank or savings account?

Yes, using the Payment function in your online account (click My Account, the payment option is located down the left hand side of the screen).

 

Can I payment money overseas?

Yes, using the Payment function in your online account. Urgent payment requests take 3-5 working days, and standard payment requests take 5-7 working days to be received in the requested account. Please note a fee is charged per international payment request. Please see your fees for full details.

 

Can I make an overseas payment in another currency?

All overseas payments are made in pounds sterling. The receiving bank will convert the sterling amount into the currency on receipt of the payment.

 

Am I charged for making an overseas payment?

A fee is charged for making an overseas payment, all charges are quoted prior to completing the online payment request.

 

Which password do I need to enter when confirming a payment request?

You only have one password for your online account, the password you used when logging in. Re-enter this same password.

 

Can I request a bank payment at anytime of the day?

Yes, but Same Day (CHAPS) payments received after 2.30pm and Next Day bank payment requests after 5pm will be processed the next working day.

 

How can I set-up standing orders on my account?

Within My Account click Standing orders on the left hand side of the screen and follow the instructions on screen.

 

At what time are standing orders on my account processed?

All standing orders are taken at 2.30pm on the working day requested.

 

Can I change my standing order?

Yes, you can change the amount of your standing order, login to your account online and click Standing orders within My Account.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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SMS alerts

 

Can I receive updates on my account by SMS?

Yes, you can select to receive SMS alerts on your account.

 

What SMS alerts can I receive?

You can choose to receive an SMS when:

  • Your card is used at an ATM
  • Your card is used in a shop or online (e.g. Amazon)
  • You receive money into your account
  • You spend more than a specified amount

 

How do I enable SMS alerts?

Login to your online account and click My Account. On left hand side of the screen click Change SMS options. Select the options you require and click Update.

 

Important: Check the mobile number on your profile before enabling SMS alerts. You will still be charged for alerts if your number is wrong!

 

Am I charged for being sent SMS messages?

There is a charge for SMS messages sent from your online account. To see the charges, go to my fees.

 

How do I contact Customer Services?

You can email us on support@support.kubecard.com or call us on 0330 041 4590. Customer Services are available Monday – Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays).Calls are charged at standard network rate and may be included in package minutes

 

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Complaints

 

We aim to provide a high quality service that meets the needs and expectations of all our customers. We do, however accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it so we can correct this. We endeavour to resolve any matter as quickly as possible.

 

How do I make a complaint?

Please contact us by one of the following methods.

 

Telephone:0330 041 4590.Calls are charged at standard network rate and may be included in package minutes
Email:support@support.kubecard.com
Post:Kube
1st Floor
Navigation House
Belmont Wharf
Skipton
North Yorkshire
BD23 1RL

 

Complaints received by email or post will be acknowledged within 1 working day.

 

If we are unable to resolve your complaint to your satisfaction within 8 weeks you may contact The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK) and email: enquiries@financial-ombudsman.org.uk

 

 

Strong Customer Authentication

 

What is strong customer authentication?

We are always looking to increase security on your accounts, doing more to protect you from fraud. Rather than simply logging in with a username and password, you will be also asked for a second factor to be strongly authenticated (SCA), when accessing your account or making payments online. This could be a one time passcode (OTP) sent by text to your mobile or authentication using your fingerprint or facial recognition (Biometrics) if enabled.

 

When will I need to use an OTP?

An OTP may need to be entered when completing an online transaction using your card or when logging in to your account. OTPs via text usually reach your phone within seconds.

Please always check the text describes your transaction. Never share your OTP with anyone.

If the wrong OTP is entered 5 times your account access will be blocked to protect your account from fraudsters and you will need to contact customer service on support@support.kubecard.com or 0330 041 4590 to unblock your account.

We will not charge you for sending an OTP.

 

What to do if you receive an unexpected OTP?

If you receive an OTP when you're not making a transaction it may be attempted fraud. If someone phones and tells you to expect an OTP and asks you for it, don't!

Don't share any details about yourself or the OTP with anyone ever. Here are some examples criminals may use to try and persuade you to give them your OTP:


  • They need to refund your account or help you reclaim tax or benefits
  • They need to secure your account by moving money to another account
  • They need to stop a payment.

In such cases, call us immediately on 0330 041 4590

 

What if I do not have a mobile phone number OR an email address?

Please let us know by calling 0330 041 4590

 

What is a trusted beneficiary?

A trusted beneficiary is a person or business you have paid before, will be paying again and you know the payment details are correct. By marking them as 'trusted' we won't perform the Strong Customer Authentication (SCA) step for future payments unless you remove their trusted status.

 

What happens if I change my mobile number?

Once you have access to your new number, update your details in Your Profile online and enter your new mobile number. Make sure we always have your up to date contact details.

If you don't have access to your old mobile number, call us on 0330 041 4590.

 

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Open Banking

 

What is Open Banking?

Open Banking is a series of reforms to how banks deal with your financial information, called for by competition watchdog the Competition and Markets Authority (CMA). It comes alongside a regulation with the snappy name 'the second Payment Services Directive' (PSD2), which also came into force on 13 January 2018. Together they mean all UK-regulated banks have to let you share your financial data such as your spending habits, regular payments and companies you use with authorised providers offering budgeting apps, or other banks – as long as you give your permission. The idea behind these changes is that they'll bring more competition and innovation to financial services which, in turn, is hoped will lead to more and better products to help manage your money. For example, you could connect your bank account to an app that would analyse your spending and recommend a new product like a credit card or savings account to save you money, or sign up to a provider which displays all of your accounts with multiple banks in one place so you have a better overview of your finances.

 

What accounts does Open Banking apply to?

You'll be able to share your data for any 'payment account' you hold. This includes current accounts, credit cards, prepaid cards and some savings.

The rules only apply to accounts which can be accessed online, and you'll need to connect your online banking with the third party so it can get your data.

 

Who can I share my data with?

You need to be really careful when it comes to sharing your data, and don't just share it with anyone. You'll only be protected by your bank (if something goes wrong) if you share your data with an authorised company. These authorised third parties will be regulated by the Financial Conduct Authority (FCA) or another European regulator, and will appear on the FCA's Register, and/or the Open Banking Directory.

Providers authorised under Open Banking will offer two types of services, and need to have different authorisations for each of the following:

  • Account information services. These let you see all of your account information from different banks in one place and offer features such as budgeting help and product recommendations. This could include budgeting apps and price comparison websites.
  • Payment initiation services. These will let you pay companies directly from your bank account and not through a third party like Visa or Mastercard. This could include retailers and even tech companies like Amazon.

 

Do you provide Open Banking?

We offer Open Banking via the TokenOS platform (provided by Token.io Limited) which directly supports and interacts with third party providers (TPP’s) , offering a ‘gateway’ through which TPP’s can gain access to our system. This access is provided to approved TPP’s following a verification and testing process carried out by Token on behalf of us.

We welcome the opportunity to provide Third Party Providers with Open Banking access through this process.

 

What is a Third-Party Provider?

Open Banking allows you to use Third Party Providers (TPP) to make payments on your behalf or access your online accounts. Only with your consent can a TPP make payments directly from your online payment account. If you do not want to avail of these TPP services, you do not have to. We will not share your account information unless you have given consent to a TPP.

 

How will Third-Party Providers access my data?

This bit might get a bit technical.

Third parties will access your data through the use of application programming interfaces (APIs).

Put simply, APIs allow people's information to be shared, such as their location, preferences, or whether or not they're in credit. This kind of technology is already widely used by the likes of Facebook, Google Maps and Uber. For example, Uber might use Google Maps' API so it can work out where you and your driver are.

The Open Banking standards create a blueprint for banks and third parties to follow when using APIs, and there are security measures in place to keep your data safe. When you try to give a provider access, any relevant bank(s) will also check that it's on the list of approved third parties.

 

Do I have to register for Open Banking?

No, you do not have to register for opening banking.

 

How do I register for Open Banking?

You can register for open banking via a Third-Party Provider. Once you've given consent to a third party using open banking, you'll be redirected to your online banking login page where you’ll enter your security details directly - crucially, these details won’t be shared with the third party when you do this.

On receipt of your registration we will validate it to ensure they have your consent. We will also notify you of the registration.

 

Can I cancel my registration?

Yes, you can de-register via the Third-Party Provider or via your account with us.

 

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