Tuxedo eccount

• Who is Tuxedo?

  Tuxedo is an approved MasterCard^® Member Service Provider focused on delivering affordable MasterCard^® and Maestro^® Prepaid Cards and other innovative stored value products in the United Kingdom with its unique eccount service. Find out more about Tuxedo.

• How much does my Tuxedo MasterCard^® or Maestro^® Prepaid Card and           eccount cost?

It costs £4.95 to buy the Tuxedo Maestro Prepaid Card and eccount and only £9.95 to buy a Tuxedo MasterCard Prepaid Card and eccount. And remember, we will give you £5 FREE when you purchase the Tuxedo MasterCard Prepaid Card and            eccount if your first Top-up is £50 or more, within 14 days of activation.

• What tariffs are available?

When you buy your Tuxedo Card and eccount, you can choose from three tariffs – Pay Weekly, Pay Monthly or Pay As You Go..

Pay Weekly

When you choose the Pay Weekly tariff, you pay a flat rate of £1 per card on your eccount per week, however you do not pay any fees when making purchases and ATM withdrawals are charged at only £1. If you travel abroad, your purchase transactions remain free and unlimited and ATM withdrawals are only £2.25.The first £1 weekly fee will be deducted when you initially Top-up your Tuxedo eccount. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please call Customer Care.

Pay Monthly

When you choose the Pay Monthly tariff you pay a flat rate of £4.99 per card on your eccount each month, but you don’t pay any fees for purchase transactions, and ATM withdrawals are only 50p. If you travel abroad, your purchase transactions remain free and unlimited, and ATM withdrawals are £2.25. The first £4.99 monthly fee will be deducted when you make the first load into your Tuxedo eccount. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please call Customer Care.

 

Pay As You Go

When you choose the Tuxedo Pay As You Go tariff, you pay a fee for each purchase and ATM withdrawal you make, which is automatically deducted from your card balance on top of the amount that you’ve spent or withdrawn. The fees are 2.95% per purchase transaction, and 1.5% per ATM withdrawal; the minimum you’ll pay is 50p, and the maximum is £1.50. If you travel abroad the fee is still 2.95% on purchase transactions, and the ATM fee is £2.25.

Please note that a £5 fee applies to change tariff once you have already signed up.

• Will I pay any fees if I do not use my Pay As You Go card/eccount?

If your PAYG card/eccount is inactive for a period of 30 days or more, you will incur a £1 fee the following month and every month thereafter until your eccount is active again.

• Where can I find a list of the fees I will be charged?

        You’ll find the fees & charges listed here on the website, in your User Guide                 and in our terms and conditions. You can also call Customer Care for a copy.

• Will I be paid interest?

        Your Tuxedo MasterCard or Maestro Card is a Prepaid Card and as it is subject

        to e-money regulations, interest is not paid on this product.

• How do I activate my card?

  Your Tuxedo MasterCard^® or Maestro^® Prepaid Card is automatically activated when we send it out to you. Simply call our secure automated PIN retrieval service on the number provided on your Welcome Letter to obtain your PIN, then Top-up your card and it’s ready to use.

• How do I get additional Tuxedo Cards for my family, dependants or friends?

  It’s as simple as requesting them online and activating them. You can have multiple cards linked to your eccount to share money with your friends and family and it’s very easy to manage them. Find out more.

• How do I get my PIN?

  Just call our secure automated PIN retrieval service and follow the 5 easy steps:

  1. Call 020 7070 4902 or +44(0)20 7070 4902 if calling from a mobile or overseas
  2. Enter your eccount number
  3. Enter the last 4 digits of your card number
  4. Enter secret number supplied during registration
  5. Memorise the PIN that is read out by our automated system.

• Can I change my PIN?

  It makes sense to change the PIN from the PIN retrieval service to one that’s easy to remember. This is easily done at most ATMs in the UK. All you do is insert your Tuxedo Card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will appear on the screen.

• How do I Top-up my Tuxedo Card?

  We’ve made topping-up as simple as possible. You can Top-up with cash at any of the 2,000 selected high street bank branches, using your paying-in book (please call Customer Care to request this), or at any of over 19,500 PayPoint locations with your Tuxedo Card – see the PayPoint Top-up locator on the Locators page. Alternatively, you can Top-up your Tuxedo Card at over 14,500 Post Office^® branches throughout the UK or online by credit/debit card*, by standing order or bank transfer. Cheques are not accepted to Top-up your Tuxedo Card. Call Customer Care for   more details.

        * This Top-up service will be available soon!

• Will I be charged for paying-in books?

  Paying-in-books cost only £2 and can be used to Top-up with cash at high street bank branches - please call Customer Care. The charge applies to your first paying-in-book, additional paying-in-books thereafter are free of charge.

• Can my employer pay my wages directly onto my card?

  Yes, they can, and it’s a great way to Top-up. Call Customer Care for full details on how to set up, they will email you with a simple form to complete which you can then hand to your employer. Alternatively log-in to your eccount and download the Salary and Wage payment form. Please note that the maximum amount your employer can transfer to your eccount at one time is £2,000. If you would like your employer to transfer a larger amount, then please contact Customer Care and supply the relevant documentation..

• Where can I withdraw cash?

  You can get cash at any ATM that carries the MasterCard^® or Maestro^® Acceptance Mark. There are over 1.2 million ATMs worldwide. To find one, simply use our ATM locator.

• How much cash can I withdraw with my card each day?

  The maximum amount you may withdraw per day from ATMs in the UK is £250. If you’re withdrawing cash from an ATM abroad the maximum withdrawal amount is subject to the country’s limits.

• Can I use my Tuxedo Card to get cash from a bank counter?

  No, but you can use an ATM or ask for cashback when shopping in-store.

• Can I use my Tuxedo Card to make purchases?

  Yes, as long as you have sufficient balance on your card, you can shop online, by phone, mail order and in-store to make purchases.

• Can I use my Tuxedo Card to guarantee payments or make reservations

  If you are using your card for car hire, hotel reservations, general bookings or to guarantee a payment, the prepaid funds on your card will be pre-authorised and blocked for payment of the services that you request.

  • Some businesses - car hire and hotels in particular - may block more funds than you expect to use and this will affect the available balance on your card.
  • The blocked funds will not be available to you to use until the final bill has been settled and cleared via MasterCard.
  • Usually the unspent amount is made available for use within a day or two of payment, however in some instances it can take up to 14 days for the transaction to be fully processed and for your card to be credited.

• Can I use my card to make purchases using PayPal?

  Yes, however please note that when registering a Tuxedo Card on PayPal, a 'pre-authorisation' is carried out to ensure your card is valid. A pre-authorisation means blocking a small amount of money on your card (usually less than £2) to check that there is available balance. The pre-authorisation expires after 15 days and is never collected from the card. Therefore in order to register your card on PayPal, please ensure you have a minimum of £2 on your card.

• Are there any outlets where I may not be able to use my Tuxedo Card?

  You may not be able to use your Tuxedo MasterCard^® or Maestro^® Prepaid Card if a retail outlet is unable to obtain authorisation for the spend you wish to make. Your card may also not be accepted for the hire of a car. This may be due to the extended time period that can occur when a transaction is authorised and when money is deducted from your eccount. Alternatively, the difference that can occur between the amount authorised and the amount subsequently claimed.

• What address should I give when I purchase goods online, by mail order or by phone?

  The billing address should be the address registered by the primary cardholder even if you’re the authorised user.

• What is a pre-authorisation?

  A pre-authorisation is carried out when a merchant reserves money on a card to ensure payment for their services. Places such as restaurants and hotels do this quite often. For example, a pub or restaurant may pre-authorise a set amount when you open a tab at the bar. If your final bill is less than the pre-authorised amount it may take a few days for you to receive the balance as a refund into your eccount.

• How do I check the available money on my card?

  If you have registered your mobile number with us, text BAL to 80777 to get a text with your available balance on it. If overseas, Text to +44 778 1474 776. You can also check your balance online or by calling our automated service on 0845 225 0043 (from overseas dial +44 20 7070 4905).

  Checking balances on other cards you may have on your eccount is easy too. Find out how here.

  It’s a good idea to keep checking how much there is in your eccount so you ensure you are manging your money efficiently, distributing just what you need to your MasterCard^® or Maestro^® Prepaid Card(s). This is also a really great way to ensure you keep your money secure. Find out more about managing your money with the Tuxedo eccount.

• How are my transactions authorised?

  Retail outlets request authorisation via MasterCard^® and Maestro^®. We’re linked to MasterCard and Maestro via a processor that will verify that you’ve enough money available on your Tuxedo Card. If there isn’t enough money on your card, the transaction will be declined. If approved, the money is paid over to MasterCard or Maestro from the card, for settlement to the merchant. At all times, only you or a designated person can see the balance available on your eccount.

• What if I want to cancel a transaction or card authorisation?

  If you decide to cancel a transaction that has already been authorised, you will be charged a £1 fee and it may take a few days before your money can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.

• When are transactions declined?

  Transactions can be declined if the retailer can’t verify online that you’ve enough money in your eccount to cover the value of the transaction – including applicable charges – that you’re making.

• A safe alternative to cash

One of the great things about the Tuxedo MasterCard^® or Maestro^® Prepaid Card and eccount is that it provides security and peace of mind. Using your card is safer than carrying around cash. However, we recommend that you take as much care of your card as you would with your cash.

• Your PIN

• Memorise your Tuxedo Card Personal Identification Number (PIN).

• Never write down your PIN or store it in the same place as your card.

• Don’t reveal your PIN to anyone.

• If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.

• For additional security, when using a cash machine, shield the screen and keypad.

• Online security

  Internet shopping is easier and safer than ever before using your Tuxedo Card and most well-known retailers run sites that are very safe and highly secure.

  You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.

• In-store

  You can use your Tuxedo Card at over 26 million locations worldwide displaying the MasterCard^® or Maestro^® Acceptance Mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.

• Lost or Stolen

  If you lose your card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4278 or +44 (0)20 7101 6599 if overseas. We’ll cancel your Tuxedo Card and issue you with a replacement within 7-10 days.

  You can also send us a text with LOST or STOLEN to 80777 to report your card lost or stolen. This card service is available if you have registered your mobile number with us. Find out more.

• Peace of mind

  Your card is PIN protected. You shouldn’t reveal your PIN to anyone.

  You will never be asked for your PIN by Tuxedo Customer Care.

• Phishing

  We will never send an email to a customer requesting security or any other confidential information about the Tuxedo MasterCard^® or Maestro^® Prepaid Card. If you receive an email claiming to be from Tuxedo or Newcastle Building Society (NBS) with a link to what appears to be Tuxedo or Newcastle Building Society website, do not enter your personal or eccount details. Tuxedo and Newcastle Building Society are in no way involved with this email and the website doesn’t belong to us or Newcastle Building Society. Never reply to any such emails or disclose any personal information on such websites.

  If you think you’ve received a fraudulent email that looks like it’s from Tuxedo or Newcastle Building Society, please forward the entire email including the header and footer to security@eccount.com and then delete it from your email account.

• How safe is my money?

  The Financial Services Compensation Scheme does not apply to the Tuxedo MasterCard^® or Maestro^® Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with the Tuxedo Card. So, in the unlikely event that Newcastle Building Society becomes insolvent, your funds may become valueless and unusable, which means that, as a result, you may lose your money.

• What do I do when my Tuxedo Card expires?

  We’ll be in touch, before the expiry date on your card, to confirm whether you require a FREE replacement card.

• How do I close my eccount?

  Simply call Customer Care. Fees and charges may apply, please see terms and conditions for details.

• Any questions or queries?

  If there’s anything else you’d like to know about the Tuxedo eccount and MasterCard^® or Maestro^® Prepaid Card, just contact Customer Care, 9am – 6pm.

Customer Care

• When can I contact Customer Care?

You can contact Customer Care 24 hours a day by sending an email, or alternatively call between 9am and 6pm 7 days a week.

• Am I charged for contacting Customer Care?

 

Calls to Customer Care will be charged for by the service provider that you use to make the call - some calls however may be free on certain tariff plans.

For your call charges, please check with your service provider. 0871 calls from a BT landline are charged at 10p/minute.