Frequently Asked Questions
About the my ignite Prepaid Mastercard®
Q: What is the ignite Prepaid Mastercard®?
A: The ignite Prepaid Mastercard® is a flexible prepaid card solution issued to employees, customers or resellers for worldwide instant rewards. Cards are fully personalised Chip and PIN Mastercard® cards, available in plastic format in three denominations, British Pounds, Euros and US Dollars.
Q: Can I use my ignite card as a credit or debit card?
A: No. The ignite card is a prepaid card that carries a variable amount of money based on the amount loaded onto the card. Each time you use the card to buy something, the purchase amount is deducted from the available balance.
Q: Will I need to sign a contract to use my ignite card?
A: You will need to accept the terms and conditions that apply for using your ignite card before activating it online. These Terms and Conditions are approved by the issuing bank.
Q: How do I activate my ignite card and create my login details to access my ignite card card account?
A: When you receive your ignite card card in the post please sign the reverse of it. You will need to then activate your card online at www.imperial-ignite-mastercard.co.uk using your Card ID that is provided on the card carrier you will receive with your card. During activation process you will be asked to create your login details- Username and Password that you will need to use to access your online card account.
You must keep them secret at any time and not reveal them to anyone.
Q: How do I retrieve my ignite card PIN?
A: Once you have activated your ignite card online you will need to call this number +44 (0) 1244 779 615 (calls cost 10p per minute plus network extras. Lines open 24 hours a day 7 days a week) to retrieve your card PIN. You will be asked to submit:
● 16 digit card number
● Your Date of Birth
You will then be given your 4 digit card PIN. Please try and remember your card PIN. (You must keep it secret at all times and not reveal to anyone.)
Loading your my ignite card
Q: Who can pay money onto My ignite card?
A: The ignite card is an incentive card and can be loaded only by your Incentive Programme Owners. You will not be able to reload your card by yourself.
Q: How long does it take for the funds to appear on my ignite card?
A: Funds will be available on your card within 48 hours of request from your Incentive Programme Owner.
Using your My ignite card
Q: Can I use my ignite card to make ATM withdrawals or obtain cash back?
A: No. You cannot use this card at ATM or in-store to withdraw cash. Your card can only be used in merchants which display the Mastercard Acceptance Mark to pay for goods and services. You can only check your balance at ATM or change your PIN. (Fees apply, please check Tariff Summary)
Q: Can I use my ignite card for online purchases?
A: Yes, you can use your card for shopping online, provided the internet site displays the Mastercard® Acceptance Mark.
Q: Where can I redeem my ignite Prepaid Mastercard®?
A: The ignite Prepaid Mastercard® can currently be redeemed in any of the below countries. Please note that if you attempt to use your card outside of this country list it will be declined.
● Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Guernsey, Iceland, India, Ireland, Isle of Man, Italy, Jersey, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Pakistan, Poland, Portugal, San Marino, Spain, Sri Lanka, Sweden, Switzerland, United Kingdom, United States of America
Q: What are the fees for using the card?
A: We have tried to keep the card fees as low as possible. For a full breakdown, please see Tariff Summary.
Q: Is there any circumstance in which retailers won’t accept my ignite card?
A: If the retailer displays the Mastercard® Acceptance Mark and you have sufficient funds available on your card then your card should be accepted. However, please note that some merchants may require you to have an available balance which is greater than the value of the transaction you wish to make. Merchants request this as they may need to access more funds than you initially planned to spend, and will at the end charge you only for the actual and final value of the transaction. These may include:
● Hotels and rental cars – Merchants may request an authorisation for funds greater than could be added to your bill..
● Restaurants – You will need to have an available balance equivalent to the total cost of the meal plus 15%. This is to accommodate any service charged that could be added to your bill .
● Self Service Petrol Pumps- You will not be able to use your card at self-service petrol pumps, however you will be able to use your card inside at the petrol kiosk.
● In-flight purchases- Merchants may not be able to authorise your transaction if they cannot obtain an online authorisation from us.
● Authorisations that are not banked by the merchant are held on a card for 21 days starting from the 1st working day after the transaction was placed. We can only cancel these sooner if the merchant sends us a document on their company headed paper to confirm that they authorise to release these transactions back onto your card.
Q: I have made a purchase in a different currency than is issued on my card. Why was I charged 2.5% fx rate instead of 1.5%?
A: When transaction occurs 1% FX authorisation padding is added to the amount to allow variations in exchange rates between the initial authorisation and when the settlement comes through. After the transaction has been settled the difference will be released back to the card.
Q: What happens when my ignite card expires?
A: ignite Prepaid card cards are valid for 36 months unless shown otherwise on your card expiry date. Upon expiration, cardholder’s cards will no longer be available for any use. If there are still unspent funds on your expired card and you by Terms and Conditions own the funds one they are loaded onto your card, you need to contact our Customer Services line on +44 (0)1604 640 498 (you will be charged by your standard network rates. Calls from mobile might be higher), or send us an email email@example.com asking us to transfer the remaining funds on your bank account.
Q: How do I cancel my ignite card?
A: You can cancel your card by emailing Customer Services at firstname.lastname@example.org. Unless you have managed to spent the funds on your card and you own the funds, we will arrange for the funds on your cancelled card to be refunded to you (by Faster Payment to your bank account), once all transactions and fees have been deducted, including redemption fee. See Terms and Conditions for more information
Q: What happens if my card is lost or stolen?
A: You should treat your ignite card as cash. If it is lost or stolen, you may lose some or all of your money on your ignite Prepaid Mastercard®. You must not let anyone else use your ignite card. When you retrieve your PIN, you must immediately memorise it and keep it secret at all times.
If you lose your ignite card or it is stolen or your suspect that someone might use it, you must inform us as soon as you can by calling our 24/7 customer services line on +44 (0)1604 640 498 (you will be charged by your standard network rates. Calls from mobile might be higher), or you can choose “Block” option in the Card Management tab under your online ignite card account. We will then cancel your ignite card. If you ask us to do so, we will ask the police to investigate any suspected misuse of your ignite card and they may need more information and assistance from you.
We will immediately refund the amount of any transactions which the investigations shows were not authorised by you, provided you have kept your ignite card details or PIN secure. However, if the investigations show that any disputed transaction was authorised by you or you have not kept your ignite card® details or PIN secure, we will not refund the transaction amount and will charge you a one-off administrations fee of £10.
Q: How can I check my balance and previous transactions?
A: You can check your balance and transaction history in your online ignite card account.
Q: I have exceeded my PIN tries, how can I get the card unblocked?
A: Please call our 24/7 Customer Services line on +44 (0)1604 640 498 (you will be charged by your standard network rates. Calls from mobile might be higher) to unblock your card.
Q: What do I do if I do not recognise the transaction on ignite card account or if a transaction seems to be wrong?
A: Immediately send an email to email@example.com and ask us to investigate the relevant transaction. If the queried transaction is found to be incorrect, the value will be refunded to your account.
Forgotten my ignite card details
Q: I have forgotten my Username. What can I do to access my ignite card online account?
A: You can obtain your Username on the Login page of your online ignite card account and select Forgotten Username. You will need to enter your Email and Date Of Birth provided to your employer or business partner when they applied for an ignite card for you.
Q: I have forgotten my Password. How can I retrieve it back?
A: You can obtain your Password on the Login page of your online ignite card account and select Forgotten Password. You will need to enter your Username, select the Security Question and Answer you provided to your employer or business partner when they applied for a ignite card for you.
Q: I have forgotten my ignite card PIN. How can I retrieve it?
A: To retrieve your card PIN again, please call +44 (0)1244 779 615. The lines operate 24 hours 7 days a week. Calls cost 10p per minute, plus network extras.
Q: Can I change my ignite card PIN?
A: You can change your card PIN at most ATM machines. You just need to have your ignite card available and enter your existing card PIN.
Q: What do I need to do if any of my personal details change?
A: You must let us know as soon as possible if you change your name or home address. You will be required to provide proof of your new address by sending us a copy of your bank statement or utility bill. If you want to change your mobile number or email address, you can change these details by logging on to your ignite card online card account and going to Update Details, where there will be an option to change them.