Global Emergency Assistance
Should the worst happen and your card is lost or stolen, don’t worry. Our dedicated team are on hand 24 hours a day, seven days a week to help. The first thing to do is call Card Services straight away on a number below, so they can cancel the card. Then they can offer assistance including emergency cash replacement.
Card Services in an emergency or with general enquiries:
| Country | Phone Number |
| Australia | 1800 889040 |
| South Africa | 0800 99 0517 |
| UK | 0800 0150401 |
| USA/ Canada | 1 888 713 3424 |
| Other countries | +1 954 838 8294 |
Thomas Cook Cash Passport is PIN-protected, so no one can access your funds without your PIN.
If you then notice any transactions on your account that are incorrect or you don’t recognise, please call our 24/7 Card Services helpline immediately. If you believe your PIN or any other security information may have been compromised please do the same.
If you have two cards for a single Thomas Cook Cash Passport account and you lose one of these cards you can still access your funds using the other card, without having to wait for a replacement. Please still call us immediately to cancel you other card as the balance is vulnerable.
If both cards are lost or stolen, we can arrange for replacement cards to be made available, and if necessary initiate the procedure for disputing unauthorised transactions. Please call Card Services.
We can also arrange for emergency funds to be made available, up to the balance of your card. Emergency cash can be sent to you via our global money transfer network free of charge (generally within 20 minutes but up to 24 hours in more remote locations).
Contact Us
Click here for toll free numbers from over 30 additional countries. If you have any queries, or want to let us know any comments about using your card, please get in touch at cardservices@travelex.com
By Fax: +44 (0) 1733 503852
By Post:
Cardholder Services
Travelex
Worldwide House
Thorpe Wood
Peterborough
PE3 6SB
United Kingdom
Disputed transactions
If you have a query about a transaction or the balance on your card, complete a dispute form and send it to cardservices@travelex.com.
You will require the latest version of Adobe Acrobat reader to view this form. If you do not have Adobe Acrobat reader installed, please click here to download it.
Please help us to help you by providing as much information as you can. A response will be sent within 10 working days of receiving your query.
You can also log on to My Account if you wish to:
- Check your balance
- Change your PIN
- Look at your transaction history
- Edit your personal details
To change your PIN, check your balance, or ask us a question about your card, you can also call free on one of the numbers above.
