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Frequently Asked Questions

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Q: How do I apply for a Mastercard?

A: Mastercard has created an online tool to assist in making decisions about which card products are available.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Jamaica, and Trinidad and Tobago.

 

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Q: Why can't I locate ATMs in a specific country?

A: Mastercard receives ATM location information from financial institutions. If an ATM location or a specific country is not listed, then information is not available. We continue to work with financial institutions to provide you with the most up to date and accurate ATM location information.

You may want to contact the financial institution that issued your card for assistance concerning ATM locations, personal account withdrawal limits and restrictions, local currency cash advances, currency conversion, exchange rates or other services offered. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the financial institution's Web site.

Q: I don't know my password or my PIN. How can I get this information?

A: For information about your PIN or account, you must contact the financial institution that issued your card. You will find their contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site to manage your account online.

Q: What is the fee for withdrawing money or taking a cash advance from an ATM?

A: Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated. At that time, you are given the option to discontinue the transaction if you do not wish to pay the fees. You should also check with the financial institution that issued your card to determine their ATM fee policies. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: The ATM wouldn't accept my card. What should I do?

A: If you have a problem using your card at an ATM that carries the Mastercard, Maestro or Cirrus brand mark, we will investigate. Please provide as much of the information below as you can:

  • Your financial institution and any brand marks on your card
  • All brand marks on the ATM
  • The address of where the ATM is located, including City, State/Province and Country/Territory
  • ATM financial institution name (identified on the ATM)

    When you have the information handy, call 1-800-Mastercard(1-800-627-8372).
Q: How can I get a list of ATM locations if I don't have internet access?

A: The Mastercard ATM network is only a phone call away, giving you access to cash wherever you go.

  • United States & Canada - 1-800-4CIRRUS (1-800-424-7787)
  • Outside the United States & Canada
Q: Can I use my prepaid card, gift card or credit card at an ATM?

A: Yes. You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted. Most Mastercard credit cards also allow you to obtain cash advances at an ATM. You will need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your billing statement. Or you can visit the issuer's Web site.

Q: I've forgotten the PIN for my ATM card. How can I retrieve it or get a new one?

A: You must contact the financial institution that issued your card to retrieve or reset your PIN. You can find their contact information on the back of your MasterCard and on your billing statement.

Q: How can I get a replacement for a lost or stolen ATM card?

A: We'll help you replace your lost or stolen ATM card no matter where you are. Call the Mastercard Assistance Center with any card-related need from anywhere in the world.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. 

Q: How can I direct my customers to the closest ATM that will let them get cash with their Mastercard?

A: Mastercard cardholders have access to more than one million ATMs around the world. You can direct your customers to the ATM Locator tool to find the locations nearest them.

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Q: Can I pay my billers who accept Mastercard directly from this site?

A: No. To pay a bill, please visit your biller's Web site for instructions on how to provide payment to them.

Q: Do I have to pay a fee for bill payment using a Mastercard?

A: Mastercard does not charge a fee for bill payment. While most service providers do not charge a fee, be sure to ask if they charge any fees or have any restrictions associated with making a payment using your Mastercard.

Q: How do I pay a bill with a Mastercard?

A: Please contact your biller to make an electronic payment. Many provide this payment option through their Web sites or by phone. 

Q: How often can I make automatic bill payments, and when do bills get paid?

A: Automatic bill pay is an arrangement you make with your selected biller or service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling. Each biller has its own procedure for automatic bill payment. 

Q: Is there a limit to the number of automatic bill payments I can have on a Mastercard?

A: No, but you may be limited in making overall charges to your Mastercard account if doing so would cause you to exceed your credit limit.

Q: Who issued my card?

A: You will find your card issuer's contact information on the back of your Mastercard and on your billing statement.

Q: Which cards can I use to pay bills?

A: You can use a credit or debit card that bears the Mastercard logo. We recommend that you confirm with each biller to ensure that it accepts your card as a form of payment.

Q: What is automatic bill payment?

A: Automatic bill payment can help you avoid late fees and charges by allowing your selected service providers to automatically charge your Mastercard account on a regular basis.

Q: What is manual bill payment?

A: With manual bill payment, you have the freedom of selecting the amount to pay and the date on which you want to make payment. Each time a bill is due, you initiate the payment process.

Q: If I enroll in automatic bill payment, will I continue to receive a bill?

A: Automatic bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each directly (by phone or online) to arrange payment amounts and scheduling. Most billers continue to mail a bill indicating the total amount they will charge. However, some providers may allow you to elect to receive an online bill or no bill at all. At the time you initiate an automatic bill payment relationship, you should determine how the provider will bill you.

Q: What information will the service provider/biller request?

A: Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each provider directly to arrange payment amounts and scheduling.

Typically, the biller will ask for your Mastercard account number and the expiration date. For automatic bill payment, the biller may also require the payment amount it is authorized to automatically charge, and the specific date you wish to be charged each month.

Note: Not every service provider/biller will allow you to choose this date. And, some service providers may require additional information, such as your signature.

Q: What if my Mastercard account information changes?

A: Your Mastercard account information may change due to a lost or stolen card, expiration date change or an upgrade to a new product. To prevent an interruption in service, you must contact each biller and give them your new account information. We recommend that you keep a list of the billers that you pay automatically so you can efficiently update this information when necessary.

Q: What if I want to stop an automatic bill payment?

A: Contact the biller with whom you've set up the automatic bill payment, and follow their procedures to cancel or change the method of payment.

Q: What if I don't agree with a payment amount made to a biller/service provider on my Mastercard statement?

A: It is recommended that you review the paper or electronic bill that your biller provides prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve payment discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorized purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply.

Q: What are the benefits of bill payment using a Mastercard?

A: Using your Mastercard is much faster and more convenient than writing checks. You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it is an easy and efficient way to stay organized and keep track of your expenses. In addition, if you use automatic bill payment you won't have to worry about missed payments or late fees. Depending on the card you use, you may also be able to earn rewards.

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Q: What card benefits and insurance are provided at no cost to me with my Mastercard?

A: Mastercard provides many different features and benefits that vary depending on the specific card you use. To learn more about your card benefits, please contact the Mastercard Assistance Center at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago.

Q: What happens if I lose an item that I purchased with a Mastercard?

A: If you lost an item that you paid for in full with your Mastercard, you may be eligible for replacement or reimbursement. Mastercard provides many different features and benefits that vary depending on the specific card you have. To learn more about the benefits offered by your card, please contact the Mastercard Assistance Center at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago.

Q: What rental car insurance does MasterCard provide when I rent a car using a Mastercard?

A: Rental insurance differs by location and varies based on the specific card that you have. Please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago.

Q: How can I find out more about my card benefits?

A: Mastercard provides many different features and benefits that differ depending on the specific card that you have. To find out the benefits offered by your card, please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago

Q: How do I file a claim for card benefits?

A: Please call the Mastercard Assistance Center toll-free from the U.S. at 1-800-627-8372 or you can call "collect" by dialing your local operator from most countries to 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111 in Puerto Rico; or 1 800-622-7747 or collect at 1-636-722-7111 in the Dominican Republic, Trinidad and Tobago. 

 

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Q: How can I get the name of the merchant where my card account was compromised?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, Mastercard has increased penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.

Specific to card breaches, Mastercard cannot determine which merchant transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issued your Mastercard for the most up-to-date information. Typically, there is a customer service number on the back of each card that you can call.

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Q: What is an EMV chip card, and how can this technology help my business?

A: The EMV chip card is a card embedded with a computer chip. They are simple to use and accept, and give cardholders increased convenience and security. These cards can even keep track of purchases, offering retailers and service providers marketing opportunities.

Q: Are chip cards new?

A: Although chip cards are relatively new in the United States, they have been used elsewhere for many years. In some countries, particularly in Europe, merchants may be more familiar with accepting chip cards.  

Q: How is a chip card different from a magnetic stripe card?

A: A chip card looks just like a traditional card but it has an embedded chip. Rather than swiping your card, you insert your chip card into the terminal to complete the transaction. Your card may also have contactless capabilities so you can tap your card at checkout when given the option.

Q: What are chip cards?

A: A chip card is like the card you have today, but includes an embedded microchip. The chip contains information that is encrypted making it extremely difficult for the card to be copied or counterfeited. Your chip card will also have a magnetic stripe on the back, so that you can continue using your card while merchants are transitioning to new chip-enabled terminals.

Q: What are the benefits of chip?

A: The embedded microchip provides robust security features and other capabilities that are not possible with traditional magnetic stripe cards. A chip card is virtually impossible to counterfeit.

Q: Where can I use my chip card?

A: Use your chip card at the same merchants you do now -- either by inserting the card into terminals that are chip-enabled or swiping your card. You can also continue to use your card as you did before for online payments, telephone payments and at ATMs.

Q: Who do I contact if I want more information?

A: For more information about your chip card, please contact your financial institution.

Q: Why is my card being upgraded to a chip card?

A: Chip cards are being introduced in the United States after much success in other parts of the world. Your new chip card provides added security.

Q: What's my PIN?

A: The PIN on your chip card is the same PIN as on your previous card. If you forgot your PIN or want to change it, please contact your financial institution.

Q: How does chip work?

A: Whether your card is inserted in the terminal or tapped, the chip communicates with the terminal to determine whether the card is authentic. Typically, the terminal will prompt you to enter a PIN to validate your identity. Once approved, your transaction will be complete.

Q: Why does my credit card have a PIN?

A: Your credit card has a PIN in order to provide you with the latest security features. By entering your PIN, you validate that you are the authorized user of the card. You will not be charged a fee to use your PIN unless you are using your credit card to get a cash advance at the ATM.

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Q: What is a co-brand card program?

A: A co-brand program is a partnership that brings together Mastercard, a Mastercard-issuing financial institution and a suitable partner company wishing to grow its business. The three parties work together to create a card program that is then marketed to the partner company's customer base. A co-brand card is a form of payment that offers added value to the partner's customers.

Q: What kinds of businesses have successful co-brand programs?

A: Many different industries have successfully implemented co-brand programs including airlines, gas companies, automotive companies, warehouse clubs and supermarkets. One thing these companies have in common is a growing base of customers who purchase products or services on a recurring basis.

Q: Who is responsible for promoting a co-brand card?

A: The level of support provided and the degree of responsibility for designing and implementing the solicitations and card promotions will depend on the agreement reached between the partner and the card issuer. Mastercard has many different levels of support and expertise available to help a company market its co-brand card and grow its business.

Q: What does a Mastercard co-brand card look like?

A: Mastercard rules permit the partner's logo to be a dominant feature on the face of the card. The cards also carry the Mastercard logo and must conform to certain Mastercard design standards. The name of the Mastercard issuing financial institution may appear, but it is not required. This and other card design details will be determined by the partner and the card issuer.

Q: How do I find an issuer for a co-brand alliance?

A: The first place to begin is with a bank or financial institution with which your company already has a relationship. Or, Mastercard can provide a list of potential financial institutions from among the thousands we have done business with over the years.

Q: What role does Mastercard play in developing a co-brand program?

A: That depends on the goals and budget of the partner company. However, Mastercard has a dedicated staff of highly experienced co-brand specialists who can help a company evaluate and establish a co-brand partnership that will meet the objectives of all parties involved.

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Q: How do I contact Mastercard Customer Operations Support?

A: Customer Operations Support can be reached at Customer_Support@mastercard.com

Q: How do I begin accepting Mastercard?

A: It's easy to get started. The first step is to contact an acquirer or a payment services provider to apply for a merchant account with a bank or one of its agents.

Q: How can I accept e-Commerce payments?

A: Many payment service providers can assist you in accepting e-commerce payments. In fact, many providers can also help you create a Web site, add a shopping cart function and enhance the security of your site and transactions.

Q: How can I download the Mastercard brand mark for use on my Web site?

A: Electronic versions of the Mastercard brand mark are available from the Mastercard Brand Center for download.

Q: Questions not answered here?

A: If your question is not listed, your best option is to contact the financial institution that issued your account as only they have your account specific information. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can also always contact the Mastercard Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111 and we can direct you to your issuer.

If you believe that your question can only be answered by Mastercard:

Click here to submit your question
Or email AskMasterCard@mastercard.com
Or mail a letter to:
Consumer Inquiries
Mastercard International Incoporated
2000 Purchase Street
Purchase, NY 10577

Q: How can I apply for a Mastercard?

A: If you already have a deposit account with a bank or credit union, you might want to contact them first to see if they can provide you with a Mastercard. If you do not currently have a relationship with a financial institution or would like to get offers from various issuers, Mastercard has created an online tool to assist in making decisions about which card products are available. 

Q: Are there any programs that will help to grow my business?

A: Yes, Mastercard has programs designed to grow various types of businesses.

Q: How does the payment process work?

A: Let's review the payment process.

Q: What are the benefits of accepting Mastercard?

A: Whether you're a new or established business, card acceptance can have a positive impact on your bottom line. Here are just a few of the many benefits:

  • Increased Sales
    Consumers spend more when they're not constrained by cash on hand. You may see increased purchases of higher-margin products as well as specialty items. And customers may visit your store more often.
  • Higher Customer Satisfaction
    Your customers will appreciate the fact that you allow them the flexibility to pay the way they want to pay - including by credit or debit card. Happier customers are more loyal customers.
  • Faster Checkout
    You'll speed your customers through checkout with rapid electronic payment. No more counting change or waiting while customers write checks.
  • Improved Efficiency
    Card transactions are conducted electronically. These paperless payments can save you time and money by minimizing cash handling and payment reconciliation, giving you more time to do more important things - like managing and growing your business.
  • Safety
    With lower volumes of cash, you're less vulnerable to theft and pilfering.
  • Currency Conversion
    Electronic payments on Mastercard and Maestro-branded cards are settled in the currency in which you sell your goods and services, regardless of where the cardholder is from. So, if you sell in U.S. or Canadian dollars, that's how you'll be paid.
Q: How do I start accepting card / digital payments?

A: Find what you will need to start accepting electronic payments.

Q: What's the difference between an acquirer and a payment facilitator?

A: A payment facilitator is a merchant of record who facilitates transactions on behalf of a sub-merchant. An acquirer is the bank or financial institution that processes credit and/or debit payments for a merchant.

Q: What's an acquirer and why do I need one?

A: Also referred to as a merchant bank, an acquirer is a financial institution that is licensed by Mastercard to help a merchant accept Mastercard payments. Acquirers either sell their processing services directly to merchants or hire agents to sell on their behalf. These agents must be registered with Mastercard and clearly identify the Mastercard issuing bank that they represent on their business cards and stationery. The merchant agreement should also clearly identify the name of the bank.

Q: What's an interchange rate?

A: Interchange rates are fees paid by acquirers to card issuers on purchase transactions conducted on payment cards. They are only one of many cost components included in a Merchant Discount Rate. Mastercard establishes its interchange rates, which are a necessary and efficient method by which Mastercard maintains a vibrant payments network.

Q: Who do I call if I have a problem with my point-of-sale terminals?

A: Contact your acquirer or payment facilitator if you have a question related to your terminals.

Q: Will I incur any cost to accept payments?

A: Your acquirer/payment facilitator will provide you with information about costs.

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Q: I work in law enforcement and I'm investigating a fraud case, who can I speak with?

A: Please email our Law Enforcement Support Center at Law_Enforcement_Support@mastercard.com, or call 1-866-308-7272 (U.S. & Canada) or 1-636-722-4046 (International). We will respond to your inquiry within 24-48 hours.

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Q: I no longer have my Mastercard, how do I report the card as lost or stolen?

A: A Mastercard representative will be able to assist you in filing a lost or stolen card report. Please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111. You should also contact the financial institution that issued your Mastercard.

Q: What liability do I have for unauthorized purchases made on a lost or stolen Mastercard?

A: If Mastercard Zero Liability protection applies to your Mastercard, once you report your card to Mastercard as lost or stolen, no unauthorized charges should be posted to your account in most situations. We recommend that you review the next two billing statements after you report a lost or stolen card to ensure that no unauthorized transactions have been posted. If you see unauthorized transactions, please promptly contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution listed on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: How can I get a replacement card?

A: Mastercard can assist you in receiving a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution authorizes a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111. 

Q: Lost or stolen card?

A: Whether you're the victim of credit card theft, have lost your card or just need help locating an ATM, we're here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding:

  • Lost or stolen cards
  • Emergency replacement cards
  • Emergency cash advances
  • How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
  • Questions about applicable card benefits

Emergency Contact

In the United States: 1-800-Mastercard(1-800-627-8372)

Click here for a list of all emergency contact numbers.

For countries not listed in our directory, you can call the following number collect to the United States: 1-636-722-7111.

 

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Q: How can I get a replacement card?

A: Mastercard can assist you in getting a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution issues a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

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Q: I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?

A: Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email to stopit@mastercard.com

Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

A: Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.

Q: I believe fraudulent purchases were made on my Mastercard credit card or debit card. How do I report it?

A: If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: I know who committed fraud on my Mastercard credit card or debit card. How do I report it?

A: If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

If you do not know the name of your financial institution or can't find it, you may contact the Mastercard Fraud Team at FraudTeam@Mastercard.com. If you do not have access to email and prefer to send a letter to Mastercard, please address your concern to:

Consumer Inquiries
Mastercard
2000 Purchase Street
Purchase, NY 10577

Q: I believe someone has applied for a Mastercard credit card in my name. What should I do?

A: Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account. Then you should notify each of the three credit reporting agencies:

The credit reporting agencies should provide you with a copy of your credit report. Even if you do not see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select credit reports.

Q: There was a breach on my account and I received a new card. How can I get more information?

A: Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

Q: How do I report potential fraud?

A: If you possess contact information for someone who has committed fraud on a Mastercard account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

No FAQs are available
Q: I'm a merchant. What is Mastercard SecureCode?

A: Mastercard SecureCode is a program designed to provide online merchants with the added security of having issuing banks authenticate cardholders and qualify online transactions for protection against "cardholder unauthorized" or "cardholder not recognized" chargebacks.

Q: I'm a consumer. What is Mastercard SecureCode?

A: Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

Q: How does Mastercard SecureCode work?

A: Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with your registered credit card or debit card at a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

Q: How does Mastercard SecureCode protect me?

A: When you correctly enter your SecureCode when making a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase will be completed. If an incorrect SecureCode is entered, the purchase will not go through.

Q: Will I have to get a new card to use SecureCode?

A: You will be able to use any of your existing Mastercard credit or debit cards, as long as the cards are from a participating financial institution. If you're not sure if your financial institution provides this service, please review the list of participating financial institutions. If you don't see your financial institution, check back later as the list is frequently updated.

Q: How many cards can I register with SecureCode?

A: We encourage you to register all of your Mastercard cards. There is no limit to how many cards you can register.

Q: Can two people with a joint account use the same password or should they register for SecureCode separately?

A: Enrollment is at the account level so the password must be shared.

Q: What should I do if I can't remember my SecureCode?

A: You may be prompted to reset your SecureCode or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

Q: What if my SecureCode fails or I receive an error message?

A: You should contact the customer service number for your financial institution, which is typically found on the back of your card. Tell the customer service representative the message that you received.

Q: What if I did not receive an SMS/Text message with my SecureCode PIN?

A: If your financial institution uses SMS/Text messages for SecureCode authentications, you will need to contact the customer service number for your financial institution, which is typically found on the back of your card.

Q: What happens when my card expires or my billing information changes?

A: Your card issuer will automatically update this information in your profile.

Q: What happens if I cancel my card and then get a new one with a different account number?

A: You will need to register the new card for SecureCode. Simply return to the registration site and complete the registration process with your new card.

Q: I'm an online merchant or business, how do I enable Mastercard SecureCode?

A: The ability to support SecureCode may already be available through your transaction processor. All you need to do is:

  • Contact your transaction processor to confirm that they support the Mastercard SecureCode program.
  • Install a Mastercard SecureCode compliant "plug-in" application on your site.
  • Test your site with Mastercard to ensure that SecureCode is working properly.
  • Display the Mastercard SecureCode logo to let your customers know that you are working to secure online shopping.
  • Transmit transaction authentication values to the card issuer via your normal authorization process using the Universal Cardholder Authentication Field (UCAF).
Q: Once I implement SecureCode, how can I test my site?

Contact your transaction processor when you are ready to test your site.

Q: Is SecureCode easy for online shoppers to use?

A: Yes. Shoppers simply enter their private Mastercard SecureCode in an in-line window provided by their card issuer before their online transaction can be completed. The card issuer is responsible for validating the code.

Q: I'm a merchant who would like to offer SecureCode. How do I find a certified SecureCode vendor?

A: A current list of certified compliant Mastercard SecureCode vendors is available here: Mastercard SecureCode vendor list

Q: How can I download the Mastercard SecureCode logo to place on my Web site?

A: Once you have completed compliance testing, Mastercard will provide you with a SecureCode program identifier.

Q: I'm a merchant, why should I offer Mastercard SecureCode?

A: By providing an option for customers to use SecureCode, you will gain protection from cardholder unauthorized chargebacks for fully compliant transactions. Such protection is designed to reduce your chargeback exposure and processing expenses.

And when you implement SecureCode, consumer confidence increases, making your customers more likely to make an online purchase from you. It can also help you to expand the geographic reach of your business by selling to customers in countries where online debit cards are more widely used than credit cards. In addition to added protection against chargebacks for these customers, you will also be able to process their Maestro debit transactions.

Q: How do I know whether a merchant participates in SecureCode?

A: Most participating merchants will display the Mastercard SecureCode logo on their site. However, even if you don't see the SecureCode logo, the merchant may still be a participant and you will be prompted to provide your SecureCode.

Q: How will the online merchant know that I'm registered for SecureCode?

A: When you use a card that is enrolled in the SecureCode program at participating online merchants, the merchant automatically recognizes your Mastercard at the time of the transaction.

Q: What happens when I use my SecureCode at a participating merchant?

A: When you make a purchase at a participating merchant and enter your registered Mastercard payment details, you will automatically be prompted by your financial institution to enter your SecureCode. After reviewing the details of your purchase and confirming that your personal greeting is correct, simply type in your SecureCode to complete your purchase.

Q: What is a personal greeting?

A: The personal greeting is a message that you create during sign-up. Each time you make an online purchase at a participating merchant, you will be prompted to enter your SecureCode. At that time, you'll see your personal greeting and other purchase details. The personal greeting is your assurance that you are communicating with your financial institution.

If the personal greeting displayed in the pop-up box is incorrect, you should not enter your SecureCode. You should contact customer service immediately by calling the number on the back of your enrolled Mastercard, and report a possible fraud.

Q: How will SecureCode change the online purchase process?

A: The online purchase process will not change other than that you will be prompted to provide your SecureCode during checkout. Your SecureCode will never be revealed to the merchant during the checkout process.

Q: Will I be able to make purchases at merchants that accept Mastercard, but do not participate in SecureCode?

A: If you make a purchase at a merchant that does not participate in SecureCode, you will not be asked for your SecureCode. You will continue to be protected from unauthorized purchases by Zero Liability from Mastercard.

Q: I am a merchant who would like to offer SecureCode to my customers. How do I get more information?

A: For information on participating in Mastercard SecureCode, please visit SecureCode Merchant.

Q: How is SecureCode different from Zero Liability?

A: Using Mastercard SecureCode provides added security to prevent your card from unauthorized use. Exceptions apply. Zero Liability provides coverage if your card has been used fraudulently.

Q: Where can I view terms and conditions for SecureCode?

A: Please visit your financial institution's Web site for the terms and conditions specific to your card.

Q: Where can I review the privacy policy for SecureCode?

A: Please visit your financial institution's Web site to review the privacy policy specific to your card.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll free at 1-800-627-8372 or collect at 1-636-722-7111.

Q: How does Mastercard SecureCode work?

A: When a cardholder submits their online order at a participating merchant, Mastercard SecureCode performs the following to ensure that the cardholder is authorized to make this transaction:

  • Initiates an in-line window from the card issuer prompting the cardholder to enter their unique personal code.
  • The issuer validates the personal code and approves the transaction.
Q: Does Mastercard SecureCode also support cards with the Maestro brand?

A: Yes. Mastercard SecureCode provides a way for issuers to support Maestro debit transactions online, which enables cross-border transactions with merchants in countries where debit is more established than credit.

Q: Am I required to display the Mastercard SecureCode program logo on my site?

A: Yes. Once you have successfully completed testing, Mastercard will provide you with the Mastercard SecureCode logo to display on your Web site in accordance with Mastercard guidelines. This lets customers know you are doing your part to make their transactions safer.

Q: Who do I contact for assistance with Mastercard SecureCode?

A: If have a Mastercard SecureCode, you must contact the financial institution that issued your Mastercard if you encounter any issues. Click here to find your financial institution. Please note that if your financial institution is not listed, it does not offer SecureCode.  

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Q: My receipt did not clearly indicate the surcharge. What should I do?

A: Merchants can charge a surcharge to customers who pay with Mastercard-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants much clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com.

Q: The merchant surcharge was a higher amount than I expected. What should I do?

A: The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

Q: The merchant surcharge was not clearly disclosed before I paid. What should I do?

A: Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

Q: I was charged a surcharge without my knowledge. What should I do?

A: Merchants can charge an extra fee to all customers who pay with Mastercard branded credit cards. These fees are not allowed on Debit Mastercard or MasterCard prepaid cards.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt. 

If you are not certain whether you have been charged appropriately or would like to report a questionable charge, email us at merchantsurcharge@mastercard.com.

Q: A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

A: Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, email us directly at merchantsurcharge@mastercard.com

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Q: Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

A: Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

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Prepaid FAQ
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Q: Where can I get a Mastercard Everyday Prepaid Card?

A: It's easy to find the Mastercard Everday Prepaid Card that's right for you. They are available at participating stores and online.

Q: Do I have to activate and register my prepaid card before using it?

A: Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card.

Q: How do I use a Mastercard Everyday Prepaid Card?

A: When you're ready to make a purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.

Q: Where can I use my Mastercard Everyday Prepaid Card?

A: You can use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted - that's millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

Q: My available card balance will not cover my purchase amount. Can I still use my prepaid card?

A: Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

Q: How do I return an item that was purchased on a Mastercard Everyday Prepaid Card?

A: When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

Q: I can't find my Mastercard Everyday Prepaid Card. What should I do?

A: If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer of your card immediately to report the lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability protection. Certain exceptions apply. Click here for terms & conditions for Zero Liability.

Q: How do I add funds to my card?

A: After you register your Mastercard Everyday Prepaid Card, the best way to add funds to your card is to set up direct deposit of your paycheck. Take your card's direct deposit information to your employer to have your paycheck automatically put on your card each payday. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported. 

Q: Where can I get a Mastercard Prepaid Gift Card?

A: Mastercard Prepaid Gift Cards are available at bank branches and retail locations, as well as online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

Q: I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

A: Check your gift card, the receipt or related packaging for any specific activation instructions. Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about how to activate the card. For online and telephone purchases, you may need to register your card with the card issuer. 

Q: How do I use a Mastercard Prepaid Gift Card?

A: When you're ready to make your purchase, give the cashier your card or, if asked, swipe your card. The purchase amount will automatically be deducted from the card balance.

Q: Where can I use my Mastercard Prepaid Gift Card?

A: You can use your Mastercard Prepaid Gift Card anywhere Debit Mastercard is accepted - that's millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

Q:  How long can I use my Mastercard Prepaid Gift Card?

A:  You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

Q:  What happens if I need to return an item purchased using my Mastercard Prepaid Gift Card?

A:  When making a return, you may be asked to show the card that was used to make the purchase. The value of the returned merchandise will be credited back to your card.

Q: How do prepaid travel cards work?

A: Prepaid travel cards work just like all Mastercard prepaid cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted. You can shop in stores, online or over the phone. As you make purchases with the card, funds are immediately deducted from the available card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you. 

Q: How can I get the balance on my prepaid travel card?

A: Depending on your card, you may be able to check your balance on the issuer's Web site. Certain merchants will also have the ability to read your card's balance for you.

Q: What if my card is lost or stolen?

A: Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement. 

If you registered your Mastercard Travel prepaid card, it may provide Zero Liability protection. Certain exceptions apply. Click here for terms & conditions.

Q: What is Mastercard rePower?

A: The Mastercard rePower Load Network is a service from Mastercard that allows you to add money your eligible Mastercard prepaid card at participating merchants. 

Q: How does Mastercard rePower work?

A: Simply visit a participating retailer with the cash you want to add. 

Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. While other retailers sell reload packs, (e.g., Green Dot MoneyPak, Vanilla Reload Pack) that you purchase and add funds on your card by entering a code online or by phone.

Western Union locations will ask you to fill out a form and an agent will load the money onto your card.

Q: How do I use the Mastercard rePower Merchant Locator?

A: Click here to access the rePower Merchant Locator. Type in a city and state, or a zip code to search the thousands of retail locations for the one nearest you. You can further narrow down the list by providing a street address or a merchant's name. 

Retailers who support the card swipe reload method will have "Card Swipe" listed next to their names and those who enable Mastercard rePower reloads through the Green Dot® MoneyPak card will have "MoneyPak" listed. Retailers who support both card swipe and MoneyPak will have "Both".

Q: Can I reload any prepaid card at Mastercard rePower merchants?

A: Reloadable Mastercard or Maestro prepaid cards are the only cards that can be loaded using the Mastercard rePower load network. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

Q: How do I get my Mastercard prepaid card balance?

A: You can get your balance by following the instructions provided with your card. Generally, this includes either visiting the card issuer's Web site or by calling the phone number on the back of the card.

Q: How much does a Mastercard rePower reload transaction cost?

A: Retailers may charge reload fees. Please refer to the fees section and also check with your local participating retailer for the most up-to-date information.

Q: Questions not answered here?

A: If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. Typically, there is a customer service number for your financial institution on the back of the card. You can always contact the Mastercard Assistance Center either toll-free at 1-800-627-8372 or collect at 1-636-722-7111.

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No FAQs are available