|
|
Frequently Asked Questions
Using your Card
1.
Q: How does Smartcard work?
A: Smartcard is a chip and PIN protected prepaid MasterCard currency card.
You can load multiple Currencies onto it before you travel, and then use it at ATMs worldwide displaying the MasterCard Acceptance Mark to access your money quickly and safely.
You can also pay for goods and services online and in store, wherever MasterCard is accepted.
2.
Q: Where can I use Israel Post Smartcard?
A: Your Card can be used to withdraw money from over 2 million ATMs worldwide displaying the MasterCard Acceptance Mark.
To check their location, visit the MasterCard ATM locator.
You can also use your Card to pay online and in stores around the world, wherever MasterCard is accepted.
Smartcard can be used in countries or areas with a different currency to those on your Card. The system will automatically convert your stored Currency (-ies) to the local one. Please note that for any transactions in a currency different from the Currencies loaded on your Card, the funds available on the Card will be used in the following order of priority: Euros, Pounds Sterling, at an exchange rate determined by MasterCard on the day the transaction is processed, increased by a percentage determined by us (see the Price List for more details).
There are a number of countries where Smartcard cannot be used. If you attempt to withdraw cash from an ATM, or use your Card at shops, restaurants, hotels and online in any of these countries, your request will be declined and the reason given as 'Decline, prohibited country'.
The countries currently affected are:
Cuba, Iran, North Korea, Sudan, Syria, Algeria, Afghanistan, Palestinian Authority, Lebanon, Libya, Malaysia, Somalia, Iraq, Pakistan, Tunis and Yemen.
3.
Q: Can I use my Smartcard to shop online?
A: Yes, you can use your Smartcard to shop online (within the limits and restrictions of your Card) from any merchant that accepts MasterCard cards.
By using your Smartcard in the currency that the online site trades in (if it is one of the Currencies on your Card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that's printed on the signature strip on the back of the Card.
Your Smartcard may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the Card in the country of purchase and/or use.
4.
Q: What are the fees and limits of Smartcard?
A: Please click here for full details of the fees and limits.
5.
Q: How can I check my balance and move money between Currencies?
A: You can check your balance, view your transaction history and move money between Currencies as soon as you've registered your Card in 'My Account'.
6.
Q: How does Smartcard compare to credit and debit cards?
A: The Smartcard is a convenient and safe way of carrying your travel money overseas, offering the peace of mind and additional security you need from a travel card.
Pre-loading your Smartcard gives you more control of your travel budget than a standard debit or credit card and with fixed ATM fees and no transaction fees on purchases, it's easier to manage your overseas spending.
7.
Q: What Currencies can I load my Smartcard with?
A: The Smartcard can only be loaded or recharged using New Sheqels, which will be converted into either Euros or Pounds Sterling, at an exchange rate determined by us on the day you load or recharge the Card. The exchange rate will be communicated to you during the purchase or recharge process. You can move money between the Currencies on your Card, at your convenience, 24 hours a day, 7 days a week via 'My Account'.
8.
Q: How do I recharge my Smartcard?
A: Even with a zero balance, your Smartcard is still valid (up to the expiry date on the Card), and you can recharge it for your next trip anytime##. Click here for more information on how to do this.
## Until Card expiry and subject to reload limits (see the Price List).
9.
Q: What happens if I don’t have enough Card Balance to buy something?
A: Sometimes you might see something that costs more than you’ve got available on your Card. That’s OK; if the merchant supports partial payments, you may be able to pay the difference with another MasterCard or some other way. Just make sure you tell the merchant before paying and confirm the amount you want to be deducted from your Card.
The merchant should process your Smartcard payment first, and then accept the remainder of the balance in whichever way you want to pay it. You should ensure that you have a positive Card Balance at all times, and we recommend that you check your Transaction and Card
Balance details regularly in ‘My Account’.
10.
Q: What if my Smartcard is declined in a shop?
A: This should only happen when you don’t have enough money on the Card to cover the purchase (though you can always use what money you do have on your Card to make a partial payment and settle the balance with another card or cash, if the merchant supports it).
Be aware that some merchants, such as restaurants and car rental companies, may require the Card to have an available balance greater than the purchase amount, before they will authorize the payment.
11.
Q: How protected is Smartcard?
A: The Smartcard is chip and PIN protected, for even greater security.
To reduce the threat of fraud, your Smartcard is completely separate from your bank account.
12.
Q: What if the ATM asks for a six digit PIN?
A: In some countries, you may be asked for a six digit PIN when using an ATM.
However, your Smartcard uses a standard four digit PIN, which will still be accepted as normal if the ATM has been set up correctly in compliance with MasterCard regulations.
If you need assistance with any PIN issues, please call Card Service Center.
13.
Q: Can I get cash back with my Smartcard?
A: No, cash back is not available on your Card.
Help
1.
Q: How can I contact Card Services?
A: Details of how to contact the 24/7 Card Services team are available here.
2.
Q: Can I get a PIN reminder?
A: You can get a PIN reminder by phoning the Card Service Center where you can select to have your PIN played back to you 24 hours a day, 7 days a week, or speak to one of our operators if you have any further questions Please note, you cannot change your PIN.
3.
Q: What do I do if I find an incorrect transaction on my Card?
A: It is recommended that you check your transaction history and Card balance frequently.
You can do this online, once you have registered your Card on ‘My Account’.
If you have any questions about your Smartcard balance or you notice a Card transaction that you do not recognize, please notify the 24-hour Card Service Center team as soon as possible, or in any event within one year of the transaction debit date. Card Services will be happy to check and confirm the transaction details for you.
If there is a transaction that is not correct, the Card Service Center can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognized transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.
Click here for further details on how to download and complete a dispute form.
4.
Q: What if I have a problem using my Smartcard?
A: If you have a problem using your Card, here are the things to check first:
1. Check that you have enough money on the Card for the purchase you wish to make
2. Check that you are using the correct PIN. The ‘How to..?’ section advises you how to get a reminder
3. Check that the merchant you are purchasing from accepts MasterCard cards
4. Your Card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the Price List. In addition, some ATMs may have their own limits
Please note: if an ATM screen prompts you to choose ‘which account?’ it is recommended that you choose the ‘Credit’ option.
You can only withdraw cash from an ATM up to the available balance on your Smartcard (including any applicable fees) and if the amount is within the ATM’s issuing limit.
5.
Q: What if my Card is lost, stolen or damaged?
A: Call Card Service Center right immediately.
We have a dedicated team of friendly and expert staff ready to help you 24 hours a day, 7 days a week. We won’t leave you stranded and, subject to availability in the relevant location, can offer emergency cash (up to the balance of your Card) and/or a Replacement Card.
6.
Q: How do I close my Smartcard?
A: If you would prefer not to keep your Card for another trip, you can withdraw your remaining balance (assuming it is within the ATM’s issuing limits) from an ATM abroad, displaying the MasterCard Acceptance Mark. You may also close your account by visiting a participating Israel Post branch.
7.
Q: When my Smartcard expires, what do I do?
A: You can either move your money to a new Card, or cash out the balance (subject to fees) and close your card.
8.
Q: How do I get an Additional Card?
A: For peace of mind on your holiday, you can get an Additional Card at the time of purchase of your initial Card and use it as a backup. Please note that Additional Cards must not be given to anyone else to use.
See the terms and conditions for more information.
‘My Account’
1.
Q: What is 'My Account'?
A: 'My Account' is an online Card management area where, once you have registered your Card, you can check your balance, move money between Currencies and review your transaction history.
2.
Q: How do I register my Card in ‘My Account’?
A: Click ’My Account’, then select ‘New Registration' and simply follow the instructions on the screen.
You will need the first four digits of your Card number every time you log into ‘My Account’.
3.
Q: How can I check my balance and move money between Currencies?
A: You can check your balance, view your transaction history and move money between Currencies as soon as you've registered your Card in 'My Account'.
Transactions
1.
Q: I don’t have as much money available on the Card as I thought. Why is this?
A: When using your Card at some merchants (see table below), you may be required to have an available balance greater than the value of the transaction you wish to make.
This is because: (i) a merchant may request more funds than you initially authorized to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel transaction, to ensure that there are sufficient funds available to cover the final cost of the transaction.
The addition of a percentage or fixed amount to the amount of the transaction authorized by the merchant is called ‘tolerance’. Tolerance is only applied to certain merchant categories listed below.
| Merchant Category | Tolerance (% of the authorized amount) |
| Bars (or other similar drinking places) | 15% |
| Restaurants (or other eating places) | 15% |
| Taxis and Limousines | 15% |
| Telecommunications Services | 10% |
| Automated fuel dispensers | GB£45 EU€55 |
Please see ‘How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants or petrol stations?’ for further information on the additional amounts required.
You may also find that you have less money available on the Card than you thought because you have used your Card as pre-authorization of a final payment. Please see ‘What is pre-authorization?’ for more information on this.
Please also see the ‘Using the Card’ section of your Card terms and conditions.
2.
Q: How much more than the bill amount do I need to have on my Card for transactions at bars, restaurants or petrol stations?
A: When using your Card at the merchants listed below a percentage or a fixed amount may be added to the amount of the transaction when it is submitted by the merchant for authorization.
The addition of this percentage or fixed amount to the transaction amount authorized by the merchant is called ‘tolerance’. This means that the value of the transaction plus the tolerance percentage or flat amount is reserved (‘ring-fenced’) from your available Card Fund. The table below sets out the typical percentage or fixed rate that may be added to the value of the transaction.
| Merchant Category | Tolerance (% of the authorized amount) |
| Bars (or other similar drinking places) | 15% |
| Restaurants (or other eating places) | 15% |
| Taxis and Limousines | 15% |
| Telecommunications Services | 10% |
| Automated fuel dispensers | GB£45 EU€55 |
For example, you have lunch at a restaurant and the total bill is EUR€50.00. You are required to have an available Card Fund or Currency equivalent of at least EUR€57.50 for the transaction to be authorized (€50 + 15% tolerance (€7.50) = €57.50). You will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.
Please see ‘When I use my Card at a bar, restaurant or petrol station, how long are the funds reserved for and why?’ for further information on this.
Please also see the ‘Using the Card’ section of your Card terms and conditions.
3.
Q: When I use my Card at a bar, restaurant or petrol station, how long are the funds reserved for and why?
A: As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.
The amount authorized by the merchant, plus the tolerance percentage or fixed amount, is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your Card, or for 7 days, whichever is sooner.
If the final settlement amount exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount in the following order of priority: Euros and Pounds Sterling. The exchange rate used is the rate determined by MasterCard to be the wholesale rate in effect on the day the transaction is processed by MasterCard plus the foreign exchange margin (sometimes called foreign exchange fee).
Please note that the exchange rate used at the time the transaction is authorized (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.
As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Smartcard) we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorizing the transaction.
Please see ‘What happens if I do not have sufficient funds available on my Card to cover the value of the transaction plus the tolerance amount?’ for further information on this.
Please also see the ‘Using the Card’ section of your Card terms and conditions.
4.
Q: What happens if I do not have sufficient funds available in the relevant Currency to cover the value of the transaction plus the tolerance amount?
A: If the value of the transaction, plus the tolerance percentage or flat amount, exceeds the relevant available Currency balance on the Card, the remaining amount will be funded by converting that amount into the next available Currency in the following order of priority: Euros and Pounds Sterling.
The exchange rate used is the rate determined by MasterCard to be the wholesale rate in effect on the day the transaction is authorized by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).
Please also see the ‘Using the Card’ section of your Card terms and conditions.
5.
Q: What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?
A: If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction, plus the tolerance percentage or flat amount, the transaction may be declined.
For example, you have lunch at a restaurant and the total bill is EUR$50.00. You only have EUR€50.00 on your Card and there is a 15% tolerance applied to restaurant transactions. If the restaurant tries to charge your Card with EUR€50.00, it will be declined because 15% tolerance is added to the transaction amount and there will be insufficient funds to cover US$57.50 (€50 + 15% tolerance (€7.50) = €57.50).
Please ensure you remember to take the tolerance amount into account. If you are using your Card at one of the merchant types where tolerance is applied, you may be unable to use your Card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your Card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance in whichever way you want to pay it.
Please also see the ‘Using the Card’ section of your Card terms and conditions.
6.
Q: Why is tolerance applied to chip and PIN transactions?
A: When using your Card at merchants where tolerance is applied, in some locations your Card may be authorized by the merchant prior to you agreeing the final bill, e.g. where you allow your Card to be swiped at a bar to open a tab.
The amount authorized by the merchant at this time, plus the tolerance amount, is reserved from your available balance. This is the case whether your Card only has a magnetic stripe or is chip and PIN. We do not know at the time how a merchant will process a transaction and whether the merchant will initially authorize the transaction and later ask you to sign for or validate the transaction by PIN, together with an additional charge or tip agreed to by you. Therefore, a tolerance is added automatically where the merchant falls into one of the categories listed below.
| Merchant Category | Tolerance (% of the authorized amount) |
| Bars (or other similar drinking places) | 15% |
| Restaurants (or other eating places) |
|
|
|
|
|
|
|
|