When can I make a complaint?
You may lodge a complaint when you are seeking redress for loss, damage or inconvenience resulting from the services provided by Transcash.
What should I do if my Transcash card has been declined?
If a transaction is declined, the merchant or ATM will notify you. To avoid this kind of situation, remember to check your balance regularly.
If your card is still declined despite having funds on it, make sure that you have not exceeded the purchase or withdrawal limit (see limit terms and conditions).
Finally, make sure that a prior withdrawal authorisation has not blocked a larger amount than expected. This is the case, for example,
What should I do if I’ve lost my activation code?
Return to the sales outlet where you bought your Transcash pack, with your receipt. The sales outlet will check with Transcash to make sure the code has not already been used. If it has, you will be sent a new activation code. This check can take one or two days.
Can I continue using my black card if the red card has been lost or stolen (and vice versa)?
Yes, only the lost card will be renewed. The card that was not lost or stolen can still be used.
What should I do if my card has been used fraudulently?
In the case of a distance selling purchase (by telephone, internet or post):
When the transaction relates to a distance selling purchase that you have not authorised, you must write to us specifying the details of the fraudulent transaction (date, amount, merchant). The fraudulent transaction will be cancelled as soon as your letter is registered by our team. However, it is your responsibility to refuse or return any unsolicited goods sent to you by a distance selling company.
What should I do if the intended recipient has not received their red card?
Call +33 (0)1 53 88 22 74 and report the lost Red Card. The stop payment will be put on your Red Card immediately but you can continue to use the Black Card for withdrawals and purchases.
Order a new Red Card and have it delivered to your home (see rates).
What should I do if my card is lost or stolen?
Immediately call +33 (0)1 53 88 22 74 (24 hour service) to report the theft or loss of your Black Card or Red Card. All transactions will be blocked immediately. It is very important that you put a stop payment on your Card as soon as you realise it has been lost or stolen as this will minimise your risk of losing money.
The customer advisor will explain how to obtain a new replacement card.
Can I get my own account details?
Yes, account details are available for customers using the ESSENTIAL or MAX Formula. The account details can be downloaded from your Customer Area, ‘Reload by bank transfer’ section, or by clicking here.
They enable you to receive all types of bank transfer directly to your Transcash Mastercard black card.
1 – Provide the Transcash account details and your 8-digit pack number (to be included in the transfer reference):
- to your employer in order to receive your salary
- to your welfare organisation in order to receive your benefits
- to a friend or relative so they can send you money
- to a customer so they can pay your invoices
2 –
How do I allow a Third Party Payment Service to access my account data?
The Payment Services Directive 2017 which came into force on 13 January 2018 aims to promote innovation and competition, and improve security and reliability.
An important change allows you to authorise a regulated third party payment service provider to access your account information.
With this service, you will authorise access to your black card balance and transactions.
If you wish to authorise Transcash to transmit your account information to a third party payment service,
How do I activate my card?
You can activate your Transcash Mastercard card:
- On the Internet (24/7):
Click on “Activate my card” and follow the steps shown on the screen. - By SMS (24/7):
Text the last 8 digits of your black card number to +33 (0)6 78 01 66 25(1)
and follow the instructions sent to you by SMS.
e.g. If the last 8 digits of my black card are 12345678, I text 12345678
When you activate your black card by SMS,