General questions

Yes. Being unable open an account with the Banque de France will not affect your ability to activate your Transcash Mastercards. Switching to the ESSENTIAL formula simply requires proof of identity and switching to the MAX formula requires proof of identity and address. What’s more, with Transcash Mastercard, you no longer risk going overdrawn when making purchases.

As Transcash Mastercard cards are sold at newsagents and tobacconists, the card holder name cannot be known in advance and does therefore not appear on the card.

On the Essential and Max formulas, you can personalise the card (the card holder name appears instead of ‘Transcash’). To do so, just log in to your account and order your personalised card (see rates)

Unlike a credit card, the Transcash Mastercard prepaid card does not give you access to credit. Your spending is limited to the amount you have loaded onto the Transcash card and is debited immediately. You cannot go overdrawn when making purchases, so there is no risk of having to pay surcharges.

The Transcash Mastercard prepaid card is not linked to a bank account, so you can benefit from the services (secure payment to all Mastercard merchants, ATM withdrawals, contactless payment, international payment and much more…) without opening a bank account.

The Transcash Mastercard prepaid card gives you additional services like money transfers, which would not be possible with a regular credit card.

The number is limited to one active pack per customer.

Members of your family can each have an active pack in their own name if they are over 18. For each pack purchased, you can activate up to 3 red cards on the ESSENTIAL Formula and on the MAX Formula. The red card can be used from the age of 13.

The Transcash pack contains two prepaid Mastercard top-up cards: a Black Card for you and a Red Card to give to the person of your choice in France or abroad.

The Black Card is a prepaid Mastercard top-up card that can be reloaded using Transcash reloads, by bank card or by bank transfer. Like any other Mastercard bank card, you can use it to withdraw money from ATMs and pay for your purchases at any physical or online outlet that accepts Mastercard, within the limits of the amounts you have loaded and the formula you have chosen.

The Red Card is a prepaid bank card that can be reloaded by transferring money from the Black Card. Like the Black Card, it allows you to withdraw money from ATMs in the Mastercard network and to pay for your purchases at any physical or online outlet that accepts Mastercard Debit cards, up to the amount loaded onto the card. (Available on the ESSENTIAL Formula and MAX Formula (up to 3 red cards) according to our General Terms and Conditions of Sale and Use).

Yes. The Transcash pack Holder must first have ESSENTIAL or MAX status (up to 3 red cards).

Only one transfer of up to €150 is allowed when activating the Red Card. To increase the red card limits (same limits as the black card), make further transfers, and make payments and withdrawals in the global Mastercard network, the red card holder will need to submit his/her identity document to Transcash by emailing it to [email protected]

The Red card remains under the pack onwner’s full responsability.

The Red card holder must be at least 13 years old and will need to sign the back of the card.

Yes. You must be over 18 and resident in France. You must also have a French or European Union member state identity card, or a valid passport (French or foreign) or valid residence permit.

Purchasing and activating your Transcash cards

You use the 6-digit secret code to log in to your personal area.

  • If you choose to register by SMS or using the Interactive Voice Server, your secret code will be sent to you by SMS as soon as your Black Card is activated (you can change it during your first connection to your online Customer Area)
  • If you choose to register online, you will be asked to choose your own 6-digit secret code
  • If you buy a Transcash pack at transcash.fr using a Transcash reload voucher, your secret code will be emailed to you at the address you gave when making your purchase once your order has been shipped

The activation code is printed on a specific receipt that is given to you when you buy the Transcash pack at certain retailers, in addition to your store receipt. You will need this 12-digit code to access the card activation service.

If you do not wish to activate your cards immediately, we advise you to make a note of this activation code on a durable medium and keep it in a safe place. This is because the information on receipts printed at the checkout in shops is naturally liable to wear off if they are kept for too long.

Note that activation codes have an expiry date which is also printed on the receipt (maximum of 12 months). You must use your activation code before its expiry date

You can buy the Transcash pack on our website and at the 35,000 tobacconists and newsagents that distribute the Transcash brand.

For security reasons, we strongly advise you not to buy a pack that has already been opened or damaged.

As a security measure, once you have bought a Transcash pack, it cannot be taken back or exchanged by the retailer who sold it to you, for any reason. It must be returned in its original intact packaging, accompanied by the proof of purchase and Activation Code, to the following address: TRANSCASH – BP56 – 13718 ALLAUCH Cedex. After we have checked that the Activation Code has not been used and that the pack or envelope containing the cards has not been opened, a letter will be sent to you so you can obtain a refund directly from the Merchant. As a security measure, once you have been in a position to read the card data (number, date), the cards can no longer be returned.

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, you are limited to a single top-up of up to €150 and cash withdrawals are not allowed.
Activate your black card at www.transcash.fr to make the most of the ACCESS Formula.

  • By Telephone (Monday to Saturday from 9 am to 7 pm, except public holidays) :
    Call +33 (0)1 53 88 22 76  and press the 1 key (Standard-rate call).

Once you have loaded the card for the first time, you will automatically receive the Black Card’s PIN on your mobile phone.

In order to activate your Black Card in the ACCESS Formula , you must first select a category from the list below.  This category will determine the nature of your purchases.

Each category is associated with a code from 0 to 9. This code is required in order to activate your Card.

Important information:

  • If you make a mistake, you can change the category just one time at www.transcash.fr in the “my account” section, so long as you have not completed any transactions.
  • To no longer be limited to a single category and make payments and withdrawals throughout the Mastercard global network, bear in mind that you can switch to the ESSENTIAL Formula free of charge at any time (by providing your identity document) or to the MAX Formula (by providing your proof of identity and residence) in the “my account” 
    section.
Liste of available categories
0 Advertisements

(online advertisements, social networks,  online payment solutions, customer support, marketing and advertising tools, online press, etc.)

Example : LeBonCoin, Facebook, Mediapart, PAP, Amazon Prime and classifieds in newspapers (dailies and weeklies), etc.

5 Personal services

(associations, dating sites, postal services, delivery services, fines and tax stamps, vehicle registration documents, financial services and personal loans, consultancy companies for individuals and professionals, etc.)

Example: Infogreffe, Fines, Cartes Grises.net, Tax Stamps, Embassies, Bailiffs, Lawyers, Cofidis, Lydia, Sedomicilier.com, DemanderJustice.com, Legalstart.fr, Wengo, Tisseo, Emmaüs, Just Eat, etc.

1 Electronics and Telecoms

(telephone and internet operators, sports channel subscriptions, music platform subscriptions, film and TV series platform subscriptions, mobile and TV applications, internet hosting and solutions, computer equipment and software, computer maintenance and services, video conferencing and instant messaging applications, etc.)

Example : Netflix, SFR, Orange, Free, Deezer, Boulanger, Lokeo, Fnac, OVH, Canal Sat, Apple, etc.

6 Travel and Transport

(fuel, tolls, trains, planes, hotels,  seasonal rentals, car rentals, taxis and chauffeur-driven vehicles, urban transport: metro, shuttle bus and tram, parking spaces and car parks, etc.)

Example : SNCF, Ouigo, ChauffeurPrivé, RTM, RATP, Air France, Vueling, Vinci, ADP Roissy, B&B hotels, Ibis, Kyriad, Novotel, B&B Hotels, Formule 1, Station U, Esso, Total, Avia, BP, Autoroutes, Parkings, etc.

2 House and Home Improvements

(DIY and decoration, pet shops, garden centres, energy suppliers, marketplaces, household appliances, furniture, insurance, etc.)

Example : Vente-Privée, Showroom privé, Rue du commerce, Cdiscount, Amazon France, Ebay, Direct Energie, EDF, Paypal, Weldom, Leroy Merlin, Castorama, etc.

7 Fashion

(clothes, ready-to-wear, shoes, household linen, leather goods, etc.)

Example : Primark, Blancheporte, Etam, Brandalley, Kiabi, H&M, Asos, Boohoo, Shein, Lacoste, Zara, Celio, Pimkie, C&A, Tati, Chaussea, Stokomani, Jennyfer, etc.

3 Food and Gastronomy

(bars, cafés, brasseries and restaurants, fast-food outlets, bakeries and pastry shops, butchers, home deliveries, food shops, mini-markets, supermarkets and hypermarkets, market halls, grocery shops, caterers, etc.)

Example : Deliveroo, Distributeurs Selecta, Nespresso, Burger King, Mc Donald’s, Quick, Auchan, Carrefour, Leclerc, Monoprix, Hyper U, Géant, Franprix, Leader Price, Lidl, Boulangeries, Bars et Cafés, Restaurants, Épiceries, etc.

8 Beauty, Hygiene and Health

(pharmacies and parapharmacies, beauty shops, perfumeries, spas, massages, beauty institutes, beauticians, body and face care (manicure, pedicure), hairdressers, barbers, beauty box subscriptions, therapy centres, beauty institutes, vets, etc.)

Example : Birchbox, Sephora, Yves Rocher, Jean Louis David, Fitness Park, Marionnaud, Nocibe, Pharmacies, Coiffure, Laboratoires, etc.

4 Leisure and Culture

(sports shops, cinemas, museums, tobacconists,  online gaming and betting, casinos, record shops, bookshops, hobby shops, video clubs, etc.)

Example : Blizzard, Steam, Décathlon, GO Sport, Intersport, Cultura, UGC, Pathé, Meetic, FDJ, PMU, Winamax, Unibet, Betclic,Tabacs, Maison de la presse, etc.

9 Automotive

(repairs, accessories, garages, cleaning companies, etc.)

Example : Oscaro, Mister Auto, Allo Pneus, Norauto, Feu Vert,

This list is shown for indicative purposes only. Some retailers reserve the right (without consulting us) not to accept prepaid payment cards.

REMINDER: On the ACCESS Formula, your Transcash card is only accepted for payments and withdrawals at shops and online stores located in France (including Overseas Departments and Territories).

Topping up money on your black card

You are not obliged to reload your Black Card on a regular basis.

A monthly non-use fee of €3 will be charged from the 4th month onwards if no transactions (i.e. no loading, payments or withdrawals) with the card have been recorded during this period.

The money from a reload is immediately available on your Black Card.

Yes. The Transcash Black Card can be reloaded by bank transfer. To do this, go to your online customer area to download the “Reload by bank transfer” form.

The cost of receiving a transfer on the black card is 2% of the amount received.

Receiving a salary or social benefits on the black card by transfer is free of charge.

The maximum time it can take for a transfer to be effective is 4 business days (in practice it takes 24 hours after receipt of the transfer), (minimum transfer of €30).

Reloading by bank transfer is only available on the ESSENTIAL formula for up to €1,000 per month, and in the MAX formula for up to €10,000 per month.

When loading the Black Card with a reload voucher, the following limits apply:

  • On the ACCESS formula (Black Card activated by SMS)
    You are limited to a single top-up of up to €150. Sign up at www.transcash.fr “My Account” to make the most of the ACCESS Formula.
  • On the ACCESS formula (Black Card activated at www.transcash.fr)
    You are limited to €150 per reload. Please note, you can only reload five times per day, within a limit of €150 per month.
  • On the ESSENTIAL formula
    You are limited to €500 per reload. Please note, you can only reload five times per day, within a limit of €500 per day and €1,000 per month.
  • On the Max formula
    You are limited to €500 per reload. Please note, you can only reload five times per day, within a limit of €1,000 per month.

The Red Card can only be loaded by transferring funds previously loaded onto the Black Card. There are no limits on transfers to the Red Card.

You can buy your Transcash to-ups at tobacconists and newsagents distributing the Transcash brand (over 30,000 sales outlets in France and French Overseas Department and Territories). Use our interactive map ( Find a Sales Outlet) to find your nearest outlet.

The voucher prices appear on the receipts issued by the merchant. You can also refer to them in article 35 of our GTCS. 

You can buy top-ups of €20, €50, €100, €150, €200, €250, and €500.

Be careful not to exceed the maximum amount of reloads allowed per day. To reload €150 onto your card, it is best to use one €150 reload rather than three €50 reloads.

You can also load/reload your Transcash Card by bank card, 24/7 from your personal area.

Transferring money to the red card

Yes, money can be transferred from the Red Card to the Black Card, but only by the pack holder and at a cost of €1 per transfer.

You can change the Red Card holder whenever you like.

  • By contacting customer service by telephone on +33 (0)1 53 88 22 76 (Standard-rate call), from Monday to Friday, 9 am to 7 pm (excluding public holidays).
  • You will be asked for the new beneficiary’s identity document.

The Black Card transfers money to the Red Card.

Black Card holders with ESSENTIAL or MAX status can give up to 3 Red Cards to the person of their choice (aged 13 or over).

  • The Black Card holder can give a Red Card to the person of their choice aged 13 or over (A family member, friend or loved one living in France or abroad). Please note that local laws, such as those in India, may not allow the use of a secondary card for this purpose
  • No need for a bank account
  • No credit check
  • A single transfer of up to €150 is allowed when activating the Red Card. In order to increase the limits of the red card (same limits as the black card), make more transfers and make payments and withdrawals throughout the global Mastercard network, the holder of the red card will have to submit his/her valid proof of identity to Transcash by emailing it to [email protected]
  • The Red Card Holder must be at least 13 years old

The minimum amount for a transfer from the black card to a red card is €10.

Please note, a single transfer of up to €150 is allowed when activating the Red Card. In order to increase the limits of the red card (same limits as the black card), make more transfers and make payments and withdrawals throughout the global Mastercard network, the holder of the red card will have to submit his/her valid proof of identity to Transcash by emailing it to [email protected]

Using Transcash cards

On the initial ACCESS Formula, the Black Card can only be used in France (including French Overseas Departments and Territories).

ESSENTIAL and MAX customers can use their Transcash Mastercard prepaid card in all countries where Mastercard cards are accepted, whether for withdrawal or payment.

On the ACCESS Formula, the Black Card can only be used in France (including French Overseas Departments and Territories) to pay for a limited range of goods services (1 category of your choice). When you activate your black card by SMS, you are limited to a single top-up of up to €150 and cash withdrawals are not allowed. Register at www.transcash.fr “My Account” to make the most of the ACCESS Formula.

To use the Black and Red Card(s) throughout the global Mastercard network, you need to be on the ESSENTIAL or MAX Formula (1 black card and up to 3 red cards).

You will then be able to:

  • Pay for your purchases. Our cards are accepted by millions of merchants in France and abroad, including shops and distance sellers (internet, telephone)
  • Withdraw cash at a million ATMs worldwide

Transcash cards are not accepted at rental agencies (vehicles, tools, etc.) and hotels that do not accept prepaid cards. Transcash cards require systematic electronic authorisation and are not accepted by machines that do not request authorisation online.

Yes, since 6 August 2010 it has been possible to use your Transcash card to credit your player account on selected online gambling sites approved by ARJEL (the French Online Gambling Regulatory Authority):
EurosportBet, Everest Poker, BetClic, BWin, Full Tilt poker, PMU, Partouche Gaming, Party Poker, PokerStars, PokerXtrem, Sajoo, Winamax, Paris365, FDJ ParionsWeb and ZeTurf (non-exhaustive list).

The Transcash pack costs €9.90 in shops or online (pack of two cards valid for two years) and a €1 management fee is charged every month.

The only fees charged are those linked to use of the card (reloads, ATM withdrawals, PIN changes, etc). Transfers are free of charge and so is access to your account on the internet (checking balance and statements).

If there is no activity on the card for more than 3 months (no loading, no payment, no withdrawal…) fees will be charged.

For information on all the fees related to using Transcash cards, please refer to the “rates” section of our website.

Yes. When you withdraw money from Mastercard ATMs with your Transcash card, it will cost you €1.50 per withdrawal within the EEA and €3.00 outside the EEA.

If the withdrawal is made in a currency other than the euro, an exchange fee will be charged (this is set out in the “International Transactions” section of the General Terms and Conditions of Use).

Some ATM owners, particularly those abroad, may charge an additional fee, which may vary from one location to another. You will be notified of this fee when making the withdrawal. Many fee-free ATMs are available around the world. They are clearly identified as such most of the time and we encourage you to use them.

You have no fee to pay when making purchases with your Transcash Mastercard card in the Euro Zone. If a purchase is made outside the Euro Zone, only the exchange fee indicated in the ‘International Transactions’ section of the General Terms and Conditions of Sale will be charged.

However, some merchants, particularly those abroad, may charge an additional fee which may vary from one location to another. You will be notified of this fee when making the purchase.

In the event of a dispute over a transaction, please call customer service promptly on +33 (0)1 53 88 22 76 (Standard-rate call). You will be asked to specify the date and amount of the transaction. You can also write to us at Transcash – BP 56 – 13718 Allauch Cedex, enclosing a printout of the account statement on which the disputed transaction appears. You must notify us of this dispute within a reasonable time frame. No disputes will be considered after a period of 13 months.

  • If it is a simple error on our part, the disputed amount will be credited back to you within 24 hours.
  • If the transaction relates to a distance selling purchase that you have not authorised, the amount will be credited back to you as soon as we receive your letter confirming that you dispute the transaction. Transcash will not be involved with any commercial dispute that may arise between you and the said distance selling company.
  • In the case of a fraudulent in-store purchase due to loss or theft, a stop payment will be put on your card immediately to prevent further fraud. You will need to send us a letter indicating the fraudulent transactions that have occurred, together with the official statement of loss or theft of your card. You will not be debited for any transactions that take place after the stop payment has been made. Transactions made between the time of loss or theft of your card and the time of making the stop payment may be refunded under certain conditions specified in the General Terms and Conditions of Sale.
  • In the case of a cash withdrawal made at an ATM following loss or theft, a stop payment will be put on your card immediately to avoid any further fraud. You will need to send us a letter indicating the fraudulent withdrawals that have occurred, together with the official statement of loss or theft of your card. You will not be debited for any withdrawals that take place after the stop payment has been made. Withdrawals made between the time of loss or theft of your card and the time of making the stop payment may be refunded under certain conditions specified in the General Terms and Conditions of Sale.

Unless you have acted fraudulently or with intent or gross negligence, you will only be liable for a maximum of €50 up to the time you inform us that your payment card has been lost or stolen. You will not be liable for any losses that may occur on your payment card after you have notified us of its loss or theft. If you need to reimburse an unauthorised transaction, we will ensure it is received by the end of the next business day.

You can use your Transcash Mastercard cards until the expiry date shown on them, after which any remaining balance on your Cards will be subject to the refund procedure detailed in the General Terms and Conditions of Sale.

No. Transcash recommends that only the designated person uses the Red Card with their own signature on the back. For security reasons, he/she and you must be the only people to know the Red Card’s PIN.

In any event, if you or the designated person allow a third party to use the Red Card, you will have sole liability for the transactions made with it and will not be able to stop them.

No. For your security, you must be the only person to know your PIN. In any event, if you allow another person to use your Black Card, you will have sole liability for any transactions made with the Black Card and will not be able to stop them.

You can disable (and re-enable) the ‘Contactless’ feature of your Transcash cards. To do so, log in to your personal area, My cards > Manage my cards section, then click on the button:

  • Security settings (for the black card)
  • Parental control (for a red card)

You can also request this by contacting customer service, by calling +33 (0)1 53 88 22 76 (Free Call) or from your personal area, ‘Contact us’ section.

Yes, you can make contactless payments with your black card.

Your black card can be used to make contactless payments (without entering a PIN) of up to €50 per transaction. The cumulative amount of contactless purchases allowed is €150 or 5 consecutive transactions per day. When one of these limits is reached, you must perform a PIN transaction (withdrawal or payment). After a PIN transaction, the “contactless” counter is reset and you can again make contactless payments of up to €50 within the limit of €150 (cumulative amount of contactless purchases) or 5 consecutive transactions.

No. You cannot spend more money than the amount available on your Transcash Mastercard prepaid card. However, if you know the balance on your card, you can ask the merchant if you can pay the difference in cash or another payment method.

  • On the ACCESS formula, the maximum spend allowed is €150, limited to €50 per purchase. Please note, your purchase must fall within the chosen category.
  • On the ESSENTIAL and MAX Formulas, the maximum spend allowed for a purchase is €2,500 a day.

These amounts are of course also limited by the sum of money available on your cards.

On the ACCESS formula (activation at www.transcash.fr required) you can withdraw up to €50 over the entire term of your contract.

Please note : On the ACCESS Formula, withdrawals are not allowed if you have chosen to activate your black card by SMS.

After sending your identity document in order to be on the ESSENTIAL formula, the upper limit set by Transcash for cash withdrawals from an ATM is €100 per day and €500 per month (up to a maximum of €1,000 per year). This amount is of course also limited by the sum of money available on your card and the denominations available in the ATM.

After sending your documents (ID and proof of home address) in order to be on the MAX formula, the upper limit set by Transcash for cash withdrawals from an ATM is €500 per day and €1,000 per month. This amount is of course also limited by the sum of money available on your card and the denominations available in the ATM.

Also bear in mind that some ATMs have their own limit on the amount of cash you can withdraw. These limits are generally clearly indicated on the machines.

You must also ensure that you have enough money on your card to pay the ATM withdrawal fee (€1.50 in euros(€) within the EEA, €3.00 + 3.5% in a foreign currency outside the EEA). In a few countries, some ATM owners also charge withdrawal fees over which Transcash has no control and which will be indicated to you prior to any withdrawal.

Note: You cannot make withdrawals until you have definitively activated your cards by sending the required identity documents.

Yes.

After purchasing products/services from a merchant (in store or online), you can present your Transcash card to them in order to receive a refund under the terms defined by the said merchant.

Refund after making a purchase with one of your Transcash cards (Black or Red) :
The refund amount will be credited to the Transcash card you presented to the merchant in accordance with the merchant’s refund policy and after deduction of the applicable fees set out in article 35 of our General Terms and Conditions of Sale.

Refund after making a purchase with a third party payment method (other than your Transcash cards):
The refund amount will be credited to the Transcash card you presented to the merchant in accordance with the merchant’s refund policy and after deduction of the applicable fees set out in article 35 of our General Terms and Conditions of Sale.

Important information :
Merchant refunds up to €100 are automatically credited to your Transcash card’s “available balance” within 2 to 3 business days.
For security reasons, merchant refunds of more than €100 are not automatically credited to your Transcash card’s “available balance”.
If you have received a refund of more than €100, please report this to our Finance Department by sending an email to [email protected] , stating the last 4 digits of your card number, the name of the merchant and the expected refund amount.
You may be asked to provide proof of purchase for the refund amount if the purchase was initiated with a card other than your Transcash card.

Managing your account

  • On the internet (24/7):

Scan or photograph both sides of your valid identity document

(European National Identity Card, French or foreign passport, French residence permit)

Save it on your computer or mobile/tablet
Go to www.transcash.fr “my account” section

Click on “Change Formula” in the “Card management” section and choose the MAX Formula.

Follow the instructions shown on the screen

When you send your identity document from your “my account” area, it will be verified and validated by our team in just a few seconds.

Once your identity document has been validated, we will send you a confirmation code by post to the postal address provided. When you receive this letter, log in to your “my account” area and enter the code in the “Card management – MAX Formula” section.

  • By email:

Scan or photograph both sides of your valid identity document

(European National Identity Card, French or foreign passport, French residence permit)

Scan or photograph proof of address from the last 3 months

(Bill from your energy supplier or internet service provider, tax notice, council tax bill, bank statement)

Save them on your computer or mobile/tablet

Email them to [email protected]cash.fr specifying your pack number

When you send these documents by email, they will be verified and validated within 7 business days.

Yes, if you make a request to customer service, by telephone or from your personal area (‘contact us’ section) Your account statement can be sent to you by email or by post (charges may apply).

Your account statements for the last three months can be downloaded in electronic format directly from your personal area.

You can check the available balance on your Black or Red Card, 24/7:

  • By telephone on +33 (0)1 53 88 22 76 (Standard-rate call)
  • On the internet in the ‘My account’ section
  • With the Transcash Mastercard mobile app

The Black Card holder can consult the balance of all his/her cards.

The Red Card holder can only consult the balance of his/her Red Card (from the ‘Access your Red Card’s statements’ section of the menu on the ‘My account’ login page).

The balance shown is always the available balance and takes into account all transactions carried out even if they have not yet appeared in your transaction statements.

In your personal area, you can check your balance and transaction statement.

You can also edit some of your personal information, order additional cards, receive your PIN or send your documents to change formulas.

To access your personal area, click on ‘My account’.

Enter the last 8 digits of your black card and your 6-digit secret code.

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 – Fill in the ‘transfer receipt statement’ available here.

3 – Your card is credited within 4 business days with the expected transfer amount.

The Transcash account details are not directly linked to your Transcash cards and are not nominative.

You cannot use them to set up an outgoing transfer or a direct debit.

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, please log in to your Customer Area and go to the section “Card management – Authorise a Third Party Provider”, then download the “Authorisation Form for Transmission of Account Information to a Third Party Service Provider” and send it back to us duly completed at the following postal address:

TRANSCASH – BP 56
13718 ALLAUCH CEDEX

Terms and conditions of transmission of your account information:

  • The third parties you wish to authorise must appear in the register of payment service providers regulated by the European Banking Authority.
  • Your login and password and your PIN will remain strictly confidential and will not be transmitted to any third party (this security condition is part of the contract between you and us).
  • Only information related to your black card will be transmitted.
  • No information concerning any of the red cards attached to your Transcash pack may be the subject of a request for access authorisation by a third party, as they are held by your friends or relatives.

Conditions of revocation:

At any time, you may revoke the authorisation given to a third party enabling that party to access your account information:

  • by contacting our customer service by telephone on +33 (0)1 53 88 22 76 (Standard-rate call)
  • by sending an email to [email protected]

If you are a Black Card holder, you can edit your personal information (surname, first name, address, mobile number) by calling customer service on +33 (0)1 53 88 22 76 (Standard-rate call), in the ‘Contact Us’ section of your personal area or in the ‘My Account’ section>, Edit my information.

Some changes will require validation by our team and the sending of appropriate supporting documents (civil status, proof of address, etc.).

You have the right to access, rectify and delete your data, in accordance with the legislation in force. You can exercise these rights by emailing: [email protected], or by post: Transcash – BP 56 – 13718 ALLAUCH Cedex.

For information on how we process your personal data, please refer to our Confidentiality Policy, available on the website.

No. If you terminate your Transcash contract, the Black Card AND the Red Card will be disabled one month after we receive your letter. You then have 30 days to withdraw or spend the remaining balance on both Transcash cards.

You can terminate your Transcash contract at any time by sending a registered letter with acknowledgement of receipt to: Transcash – BP 56 – 13718 ALLAUCH Cedex. You have 30 days to withdraw the remaining balance on the card by making a withdrawal at an ATM or by making a payment. The termination will take effect in the month following receipt of your letter (for more details, please refer to the General Terms and Conditions of Sale).

The PIN can be changed in your personal area in the section “Configurer mes cartes”. You will then need to do a cash withdrawal in an ATM for your new PIN to be updated in the chip of your card.

If your card is lost or stolen, you will be given a new PIN .

Provision of a new PIN will cost you €1. The amount is deducted from the card balance (the balance of €1 must be available on your card to receive your PIN). Please refer to the rates in the Rates section.

You can request your PINs again at any time:

– By contacting customer service, by telephone on +33 (0)1 53 88 22 76 (Monday to Saturday from 9 am to 7 pm excluding public holidays – Standard-rate call) or via the contact module accessible from your personal area (“Contact us” section)

– From your personal area, “Forgot my PIN” section

– By SMS to +33 (0)6 78 01 66 25* using the mobile phone you used to activate your black card, as in the following example :

PIN [space] 6-digit secret code [space] last 4 digits on your card

e.g.: If your secret code is 123456 and your card number is 5162 8122 0987  6543, text PIN [space] 123456 [space] 6543

The PIN reminder will cost you €1. The amount is deducted from the card balance (the balance of €1 must be available on your card to receive your PIN).

  • Online (24/7) :

Scan or photograph both sides of your valid identity document (European National Identity Card, French or foreign passport, French residence permit) Save it on your computer or mobile/tablet Go to www.transcash.fr section “my account ” Click on “Change Formula” in the “Card management” section and choose the ESSENTIAL Formula. Follow the instructions shown on the screen When you send your identity document from your “my account” area, it will be verified and validated by our team in just a few seconds.

  • By email :

Scan or photograph your valid identity document front and back (European National Identity Card, French or foreign Passport or French residence permit) Save them to your computer or mobile/tablet Email them to [email protected] specifying your pack number When you send these documents by email, they will be verified and validated within 7 business days.

Emergencies and troubleshooting

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, with automatic fuel dispensers that block a larger amount on your card than the final purchase amount. This amount remains blocked on your card until final payment is made (which can take up to 14 days).

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.

Yes, only the lost card will be renewed. The card that was not lost or stolen can still be used.

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. Transcash will not be involved with any commercial dispute that may arise between you and the said distance selling company. If this type of fraudulent use (internet, telephone, mail) is repeated, we advise you to put a stop payment on your cards and request a new card.

In all other cases:

Call +33 (0)1 53 88 22 74 immediately to put a stop payment on your cards. Your fraudulently used card will be blocked and any further transaction attempts will be declined. The customer advisor will explain how to obtain a new replacement card.

Please refer to the General Terms and Conditions of Sale for further information on your rights in the event of fraudulent use of your cards.

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).

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. Your balance will be transferred to your new card and you will be able to spend the money on it until you run out of funds.

Please refer to the General Terms and Conditions of Sale for further information about your rights in the event of loss or theft.

Complaints

Our complaints handling procedure

Handling complaints is a key factor in the excellence of the Transcash service. Every customer is entitled to a high-quality, fair, efficient and courteous service. Therefore, your feedback is very important to us. We are very attentive to our customers’ queries and opinions, which we hope will help us to keep on improving the quality and efficiency of the individualised services we offer you, as well as improving our product for greater satisfaction.

How to make a complaint

If you are not completely satisfied or are having difficulties, we encourage you to send a complaint to our customer service department by email, fax or post at the following address:

TRANSCASH – BP
5613718 ALLAUCH CEDEX
Fax. +33 (0)4 91 07 50 59
Customer Area (personal): https://transcash.espace-personnel.fr
Email: [email protected]

The information you need to provide

  • Your name, login and any reference enabling us to identify your case such as the pack number or transaction ID number. Never tell anyone your password, card number or PIN;
  • Your contact details such as your email address or phone number;
  • A detailed description of your complaint.

How we deal with your complaint

Our customer service will always aim to achieve complete customer satisfaction in a fair, efficient and timely manner.

Step 1:  You will receive an acknowledgement of receipt confirming that your complaint has been registered by our team. Your complaint will then be processed within 15 business days of receipt and within 35 business days in exceptional situations.

Step 2: Once the problem has been resolved, you will receive written confirmation of the resolution of your problem by email, fax or post.

Step 3: If we have not been able to process your complaint within 15 business days, you will be kept informed of the status of your case and a definitive answer will be given to you within 35 business days.

If you are still not satisfied

We are committed to resolving complaints wherever possible. If an issue cannot be resolved satisfactorily or if you have not received a response within 15 business days, you may bring your complaint to the attention of a Financial Ombudsman, free of charge. This procedure must be initiated within six months of receiving confirmation that the problem has been resolved. If this time limit is not met, except in a limited number of cases, the Financial Ombudsman will not have our consent to consider your complaint. The Ombudsman service is there to provide independent arbitration.

Supervision Service of the Bank of Lithuania

You may also apply directly to the Supervision Service of the Bank of Lithuania at the following postal address: Žalgirio str. 90, LT-09303, Vilnius, Lithuania. This service can be accessed, for example, by email: [email protected], and, using an online form available on the website, https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.

Online sales

The European Commission has set up an Online Dispute Resolution Platform (ODR Platform). It has been developed to help European Union (EU) residents who wish to make a complaint about a product or service purchased online from a European merchant’s website. You can file your complaint online directly on the platform using one of the official European languages (ODR Platform). Upon receipt of your complaint, the ODR Platform will be able to forward it to the British Financial Ombudsman Service in order to help resolve the problem. You can access the ODR Platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

A complaint is any oral or written expression of dissatisfaction by a natural or legal person with the provision of a financial service, which demonstrates that the person has suffered

  • a financial loss,
  • a material inconvenience,
  • any other significant inconvenience relating to the activity of Transcash.

Such situations must be due to a person involved in the marketing of Transcash or the provision of its financial service.

You may lodge a complaint when you are seeking redress for loss, damage or inconvenience resulting from the services provided by Transcash.