Frequently Asked Questions

About Your Money2Go MasterCard® by Novum Bank Limited

What is the Money2Go MasterCard®?

The Money2Go MasterCard® looks like many credit or debit cards, with a card number, chip and pin and signature strip. However, unlike credit cards and debit cards, it helps you spend only the amount you have chosen to load onto your Money2Go MasterCard® and is not linked to your bank account.

Is there a minimum age to become a Money2Go MasterCard® Cardholder?

Yes, all cardholders must be at least 18 years old.

Who provides the Money2Go MasterCard®?

The card is issued by Novum Bank Limited pursuant to license from MasterCard® International Incorporated.

When will I receive my Money2Go MasterCard®?

We will ship your new Money2Go MasterCard® within 24 hours. Normally it takes 2-3 business days from the shipping confirmation email to arrive. 
Please note that in December delivery might take longer due to the postal service being overloaded. If you don't receive your card within 10 business days, please contact us.

How do I access my Money2Go MasterCard®?

You can access your personal card section online where you can manage your money and your card facilities.
To log in, simply click the ‘Login’ button at the top of the Money2Go MasterCard® website and enter your email address and password you set up, then follow the steps. (Note you can change this password once you have logged in by clicking settings from the menu.)

Once you have logged in to your personal section you will be able to:

  • Check your balance;
  • Load money;
  • View and download your transactions;
  • Manage your settings.

How does the Money2Go MasterCard® work?

The Money2Go MasterCard® is a MasterCard® Chip and PIN card. This means that it can be used anywhere in the world where the MasterCard® Acceptance Mark is displayed. It is used in a similar way as a bank card or credit card. The card can be entered into the machine and a PIN used to verify the transaction.

Can I start using my Money2Go MasterCard® as soon as it arrives?

No, you will need to activate your Money2Go MasterCard®. Please log into your account, choose the ‘Activate Card’ option and follow the instructions.

How secure is my card?

You should treat your card like any of your other payment cards and keep it safe. Your cash is safe on your card as long as you take care of it and do not share your PIN with anyone.

Is my Money2Go MasterCard® Contactless Enabled?

Yes, the Money2Go MasterCard® is Contactless enabled.


Contactless

What is Contactless?

MasterCard® contactless technology lets you make everyday purchases quickly and safely with just a tap of your contactless-enabled Money2Go MasterCard®. So checkout is easier than ever, and it’s faster than fumbling with cash. This technology is becoming increasingly common and accepted in many shops, restaurants, pubs and cafés.

How does it work?

With the Money2Go MasterCard®, you won’t need to swipe your card or give it to a cashier when you make payments under EUR 25. Simply let the cashier know that you want to use the contactless feature, then with one quick tap on the contactless reader you’re done. Here’s how it works:
  1. Tap your Money2Go MasterCard® against the reader, instead of swiping your card or inserting it into the terminal;
  2. Listen for a beep, and look for the green lights indicating payment has been accepted.
  3. If your purchase is under 25 EUR, you're ready to go. No need to sign or enter a PIN.

What is the benefit of Contactless?

You can tap your Money2Go MasterCard® wherever you see the universal contactless symbol . So checkout is easier than ever, and it’s faster than fumbling with cash.

Who accepts Contactless transactions?

Contactless is accepted globally at all kinds of merchants, including retail stores, fast-food restaurants, pharmacies, transit points of entry, and grocery and convenience stores. You’ll even find contactless in taxicabs and vending machines. Just look for the universal contactless symbol

Is Contactless safe and Secure?

Encryption - unique to every purchase - protects your transaction data, and your card or device never leaves your hand, reducing the risk of card loss or counterfeit. What’s more, safeguards are in place to bill you only once if you accidentally tap twice. So your contactless-enabled credit, debit, or prepaid MasterCard® card or device is one of the most secure ways to pay.

What is the maximum amount I can pay with Contactless?

Contactless is a cash replacement product for transactions under EUR 25. After three transactions, you will be asked to input the PIN. This security feature will further reduce the risk. If your purchase is 25 EUR or over, you'll still need to provide a signature or PIN as you would with any other credit or debit card.

Fees

What fees and charges will I pay?

Fees and charges may be applied when you load your card, on the purchases you make with your card and on ATM withdrawals. Full details of these and any other charges that might be applied on your Card are clearly listed on our home page. Click here to view these. Some ATMs may apply a surcharge so please ensure you check with the ATM provider before making a withdrawal.

Is there a cancellation fee if I want to cancel my Money2Go MasterCard®?

No. If you cancel your card and request your balance to be transferred to a bank account a redemption fee will be payable. You can also withdraw the cash from an ATM instead of paying the redemption fee. The standard ATM fee will apply.

Your PIN

How do I get my PIN?

Before you can start using your card you must first obtain your PIN. Your PIN is your unique number and you must keep this safe.

You can set your own desired PIN right after you activate the card. The first PIN is set for free.

How can I change my PIN?

If you want to change your PIN, kindly log into your account and go to the “Set PIN” Section.

I've forgotten my card PIN - What should I do?

Kindly log into your account and go to the “Set PIN” Section to set a new PIN. 

I have exceeded my PIN tries, how can I get the card unblocked?

Please contact our customer support on 0900-2040630. After verifying your identity, your Money2Go MasterCard® will get unblocked.

How to Load money onto your Money2Go MasterCard®

How can I load money on to my Money2Go MasterCard®?

You can load your money onto your Money2Go MasterCard® via iDEAL. A fee of 2% will be deducted from your card balance once the amount will be loaded. You must ensure that the loading amount does not exceed the Money2Go MasterCard® Limits as they will be returned to the original source and not be applied to your card.

How much can I load on my Money2Go MasterCard®?

You can load up to €3,750 per month and €10,000 per year. The maximum single load is €3,750. The minimum load amount is € 5.
If you have a Basic Money2Go MasterCard®, the limits are lower and are detailed in the Basic Money2Go MasterCard® section below.

How long does it take for the funds to clear and be on the card?

When loading your card with iDEAL, your Money2Go MasterCard® balance is updated instantly upon successful confirmation.

What is iDEAL?

iDEAL is a method of payment that enables consumers to pay online through their own bank. In addition to webshops, other online organisations that are not part of the e-commerce market also offer iDEAL. iDEAL is increasingly used to pay energy bills, make donations to charities, buy mobile credits, pay local taxes, traffic fines and much more.
If you would like to find out more about iDEAL please go to www.iDEAL.nl

How to Load via iDEAL?

To load your card via iDEAL, click on “Load your card” section and then click on the iDEAL logo. You have to first choose your bank and then input your desired loading amount. Once you click on “Go to iDEAL” you will be directed to complete the iDEAL Transaction.

For more information on how iDEAL works, go to www.iDEAL.nl/demo/en/ to check the demo.

How to withdraw cash and make purchases?

How much cash can I withdraw each day?

The maximum amount you may withdraw per day from ATM machines is €150 daily and €500 monthly for a Basic Money2Go MasterCard® and €800 daily for an Advanced Money2Go MasterCard®.

Where can I withdraw cash?

You can withdraw cash from any ATM machines that carries the MasterCard® Acceptance Mark.

Can I use my Money2Go MasterCard® to get cash over the bank counter?

No. You can only use ATM machines.

Using your card to make purchases

Like credit or debit card your Money2Go MasterCard® can be used to buy goods and services. You can use your Card in the 35 million locations across the world, anywhere you see the MasterCard® Acceptance Mark. As a ‘Chip & PIN’ card you will just need to input your PIN number into the terminal.

Why are transactions declined?

Transactions may be declined if the merchant cannot verify that there are enough funds on your Card to cover the value of the transaction you are making, including any applicable charges.

Basic Money2go MasterCard®

What is a Basic Money2Go MasterCard®

The Basic Money2Go MasterCard® looks and works just like the Advanced Card. The key difference is the amount of money you can load and spend on the card. For full details see the limits below.

Why have I been issued with the Basic Money2Go MasterCard®?

The Basic Money2Go MasterCard® is the default entry level product issued to customers.

What are the limits on the Basic Money2Go MasterCard®?

To check the limit on the Basic Money2Go MasterCard®, please visit the Fees section.

Advanced Money2go MasterCard®

What is the Advanced Money2Go MasterCard®

The Advanced Money2Go MasterCard® gives you the flexibility to load and spend more than the Basic Card. Furthermore, with the Advanced Card, you will be able to possess more than one card and transfer money to other Money2Go MasterCard® customers.

How can I get the Advanced Money2Go MasterCard®?

In order to increase your Basic Money2Go MasterCard® limits, Novum Bank must verify your registration details. For further information kindly log in on the website and go to the “Limits” Section.

What are the limits on the Advanced Money2Go MasterCard®?

To check the limits on the Advanced Money2Go MasterCard®, please visit the Fees section.

Card Security

What is Phishing and how do I avoid it?

Phishing is a way of attempting to acquire sensitive information. We will never send an email to a cardholder requesting security or any other confidential information about their Money2Go MasterCard®. If you receive an email claiming to be from Money2Go MasterCard® or Novum Bank Limits with a link to what appears to be the Money2Go MasterCard® or Novum Bank Limited website, do not enter your personal or card details. Never reply to any such emails or disclose any personal information on such websites.

If you think you have received a fraudulent email, please forward the entire email including the header and footer to money2gocard@novumbankgroup.com.

How do I report that my card is lost or stolen?

As soon as you realise your card is lost or stolen you can:
  • Call us on 0900-2040630;
  • Send an SMS typing “LOST” or “STOLEN” to 06 35 25 01 57
  • Update the status from the Money2Go Private website. Kindly log into your account and go to the “Card” Menu and click on “Change Status” option.

Managing your Money2Go MasterCard®

How do I manage my Money2Go MasterCard®?

When you log in online you will be able to manage your main card, from loading, managing and setting your SMS alerts, to reviewing your transactions. Everything you need to make the most of your Card can be found once you login and if you ever need any further help you can just call us on 0900-2040630 and we’ll be happy to help.

What is an available balance?

Available balance means cleared funds associated with your card that are available to spend.

How do I check my available balance on my Money2Go MasterCard®?

You can check your available balance online. Simply log into your account and your available balance will be displayed.
You can also send an SMS to 31635250157 typing “Balance”.

How do I reset my online password?

To reset your password simply login to the Money2Go website. In the ‘Settings’ section you will see the simple instructions to changing your password.

I’ve forgotten my password?

Simply click on the ‘Forgotten Password’ link when you are logging in and you will be provided with the information you need to reset your password.

What do I do if my address or contact details change?

If you want to change your address or name you will need to call us on 0900-2040630. To change your address you will need to provide proof of address or name. For other changes, please login to the website where you will be instructed on how to make changes.

Do I receive a Money2Go MasterCard® statement?

We do not issue statements, you can see your transactions anytime while logged in your account. 

How do I download my transactions?

When you are logged into your account, you will be able to view and download the transactions for your Money2Go MasterCard®.

My Money2Go MasterCard® has stopped working, what is the reason?

This could be for a number of reasons:
  1. Your card is damaged
  2. There are no funds left on your card – you may need to load more money if you wish to make a purchase;
  3. We have blocked the card for security purposes or on your instructions
  4. The card has expired – please check the expiry date on the card itself

Card Cancellation and Expiry

How do I close my Money2Go MasterCard®?

To close your card you will need to Contact us on 0900-2040630. There is no fee for closing your Money2Go MasterCard® but there is a fee for redeeming your balance to a Dutch bank account. Alternatively, you can withdraw cash from an ATM.

For how long is my Money2Go MasterCard® valid?

Your Money2Go MasterCard® is valid for five years. Please note that an annual card fee is due, which will be deducted from your card account. If the card balance does not suffice for the fee, you will be notified with various reminders for a month. If after a month you did not load your card, the card will be closed.

What should I do when my Money2Go MasterCard® expires?

We will automatically issue you with a new card. If you have not used your card for a while we may contact you before to check that you would like to receive a new card.