Thomas Exchange
City Office
Telephone 020 7256 7457 map
Oxford Circus Office
Telephone 020 7637 7336 map
Tottenham Court Road Office
Telephone 020 3764 9290 map
Holborn Office
Telephone 020 3005 4840 map
Kings Cross Office
Telephone 020 3911 3811 map
Golders Green Office
Telephone 020 3909 5538 map


Frequently Asked Questions

$ US Dollar € Euro 
1.2404 1.147

Q. How can I check my balance & transaction history?

You can check your card balance & transaction history for free at anytime via the PFS website.

Q. How can I reload my card?

If you need to top up your prepaid Euro & US Dollars card at anytime you can do so in the following ways:

Bank Transfer

Bank transfer is the quickest and easiest way of topping up your Prepaid Mastercard. Most banks now process online transfers via the "Faster Payments Service (FPS)" with payments arriving within 2 hours.

Simply make a payment to our account details below, using your surname & last 8 digits of your Prepaid Mastercard as the reference. Once the payment has been made, either call us on 0207 256 7457 or send an e-mail to stating the amount you have sent to us, your full name & 16 digit card number.

Account / Beneficiary Thomas Exchange UK
Sort Code 30-65-41
Account Number 43847568
Reference: Your surname + the last 8 digits on your card number

Once we receive your funds your card will be topped up within the hour (Monday-Friday, 9am-5pm UK time only). The rate used for the conversion will be the advertised rate at the time your funds are received, as shown on this website.


Alternatively you can reload/top up your Prepaid Mastercard in any of our 3 London branches.


Please do not attempt to reload your Prepaid Mastercard on the PFS website using a debit/credit card as you will not receive the Thomas Exchange UK exchange rate. The rate you receive will most likely be much lower & additional charges may be involved.

Q. What if I have unused funds left on the card?

If you have any left over funds on your Prepaid Mastercard you can withdraw them at Thomas Exchange's highly competitive buy back rates. The rate used will be our over the counter "BUY" rate for the day.

Simply send an e-mail to stating: your full name, 16 digit card number, the amount you would like to withdraw & the account (name, sort code & account number) you would like the Sterling funds to be returned to.

Your payment will be processed free of charge* and will clear in your bank account within 3 working days. *Please note for refunds under £100 there will be a 75p processing fee.

Q. Is my currency card just like a normal debit/credit card?

Your PFS currency card is treated by retailers exactly like a debit/credit card, however it is a prepaid Mastercard® that is pre loaded with an agreed amount of money on it. Every time it is used, the purchased amount is immediately deducted from the available balance.

Q. Can I use the prepaid card online?

Yes – anywhere you see the Mastercard acceptance mark you can use your prepaid card online.

Q. Can I use the card in a country outside of the currency zone?

Yes – the card works worldwide anywhere you see the Mastercard logo. However there is a cross currency charge applied. See the fee table here.

Q. Can the card be used to book a hotel, car hire or cruise liner?

A. Yes – however please be aware when a pre-authorisation is taken on the car or hotel room to protect against non-payment/damage. These funds may then not be available to spend for up to 21 days.

Q. Is there anywhere my card will not be accepted?

A. Unfortunately prepaid cards are still not accepted at toll road booths (when driving through Europe) or at the 'Pay at Pump' pay points at petrol stations (you can of course still pay in store for your petrol using your prepaid card).

Q. What limits & fees are associated with the PFS prepaid Mastercard currency cards?

The below table highlights the majority of the limits & fees associated with prepaid cards.

For full Terms & Conditions including limits & usage fees, please click here (please note all fees listed on the PFS website are to be ignored).

Limits & Fees Table
Description Currency
  € Euro $ USD
Maximum Top-up Amount Per Day €6,000.00 $10,000.00
Maximum ATM Withdrawal €750.00 $1,000.00
Maximum Card Balance €10,000.00 $10,000.00
Maximum Daily Spend €6,000.00 $10,000.00
Retail purchase transaction - Outside UK €0.25 $0.30
Declined transaction fee €0.10 $0.15
ATM withdrawal - UK (of amount withdrawn) €1.20 $1.55
ATM withdrawal - Outside UK (of amount withdrawn) €1.50 $2.00
ATM Balance Enquiry fee €0.30 $0.40
Over the counter cash advance – Outside UK
(of amount withdrawn)
2% 2%
Monthly service charge Free Free
SMS balance enquiry check €0.35 $0.45
SMS card block/unblock Free Free

Q. I’ve lost my PIN – what should I do?

A. If you have forgotten your PIN you can retrieve it by calling +44 (0)203 327 1991 or +44 (0)203 468 4112.

Alternatively you can text "PIN + [last 8 digits of your card number]" to 07624 803 759 (UK) or 0044762 480 3759 (rest of world). Example: "PIN 12345000".

Q. Can I request a secondary card for a family member/friend?

A. Yes. You can purchase a secondary card via the PFS login page. A secondary card will cost €13.50/$18.

Q. What do I do if my card is lost or stolen?

A. You must treat your prepaid card like cash; if it is lost or stolen you could lose some money held on the card. Please keep your PIN secret and do not write it down anywhere. You are advised to monitor the usage on your card regularly.

If your card is lost or stolen you must contact PFS immediately +44 (0)203 327 1991. Alternatively you can report the card lost or stolen following the SMS instructions included in your welcome pack.

Please note in most circumstances a replacement card can only be sent to your registered UK address.

Q. What happens when my card expires?

A. If your card is soon to expire, you can withdraw any remaining funds left on the card (see "what if I have unused funds left on the card" section above) or a replacement card can be arranged. To arrange a replacement card please contact Thomas Exchange directly on 0207 256 7457 (Mon-Fri).

Q. My personal details have changed – what do I do?

A. You must inform us as soon as possible if you change name, address, mobile number or e-mail address.

For full Terms & Conditions including limits and usage fees, please click here.

The Thomas Exchange PFS Prepaid Mastercard is issued by Prepaid Financial Services Limited pursuant to a license from Mastercard International Incorporated. Prepaid Financial Services Limited is regulated and authorised by the Financial Conduct Authority, registration number 900036. Registered Office: 5th Floor, Langham House, 302-308 Regent Street, London, W1B 3AT.

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