How do I log on?
Enter your MyAccount username, password and memorable date. You can then enter a passcode which is subsequently used to log on. The passcode must be 4 digits long and have no more than 2 identical ascending or descending numbers in a row.
The balance isn’t correct on my account, what do I do?
Please contact customer services on +44 (0)203 130 0133.
Why do I not see balances for all the currencies available on the card?
Balances are only shown for currencies that have had funds loaded onto that currency.
I recently conducted a transaction but it isn’t listed when I check on the App.
It can take up to 72 hours for a transaction to clear with the merchant. If after this time it is still not showing then please contact customer services on +44 (0)203 130 0133.
I have just loaded additional money onto my card but it isn’t showing in the balance.
It can take up to 48 hours for the funds to appear on the card. If, after this time, they are still not showing then please contact customer services on +44 (0)203 130 0133.
I have lost my card what do I do?
Contact customer services on +44 (0)203 130 0133 who will be able to stop your card. You can activate your free secondary card as highlighted on the card and use this instead.
How do I move money from one currency to another?
You aren’t able to move currency within the App, this has to be done via the Travel Money Card My Account. To access this you will need to go via www.tuitravelmoney.co.uk and click on the link to My Account.
How do I top up my Travel Money Card?
You can top up your Travel Money Card by going to www.tuitravelmoney.co.uk and select the reload option under Travel Money Card.
How can I change my passcode?
You can change your passcode by selecting “Change Passcode” from the menu option. You'll then be able to enter your existing passcode followed by a new passcode.
I have forgotten my passcode to the App what should I do?
If the app prompts you to enter your passcode, tap the “Forgotten Passcode” button. You can then sign in by entering your username, password and memorable date. You can then enter a new passcode.
Can anyone else log in to my Travel Money Card Account using my phone?
No. Your phone is linked to your accounts, so only you can log in using your passcode, or, if you’ve forgotten your password, you can follow the forgotten my passcode process.
What should I do if I lose my phone?
Firstly, don’t panic. No one can access your accounts without your passcode and your passcode is blocked after 3 incorrect entries. If you have also given away your passcode you must report this loss immediately to customer services.
Can I access the TUI Travel Money Card App whilst aboard?
Yes you can, but you'll need an internet connection and data roaming can be expensive. Always check with your data provider for full costs.
How can I contact TUI Travel Money Card Customer services?
You can contact customer services by either calling +44(0)203 130 0133 or email customerservice@tuiprepaidcard.co.uk
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