Incentive Award Card FAQ's 

Can I use my 
Mastercard® card as a credit card?

No. The Mastercard® Incentive Award Card is like a debit card, funds have to be available on the card in order to use it.

Can I use my Mastercard® card on the internet?

Yes - provided the internet site displays the Mastercard® logo. 


Can I use my Mastercard® card at an ATM or to obtain cash-back?

No. You cannot use this card at an ATM or in-store to withdraw cash.  It can only be used in Mastercard® merchants to pay for goods and services.

How can I find my card account/serial number?

You can find your account or serial number on the back of your card as shown.  

Serial Number


Can I use my Mastercard® card abroad?

Yes - Mastercard® is accepted at over 32 Million locations worldwide.  

How are transactions abroad shown?

Your transactions will be recorded in local currency, but the amount deducted from your card will be converted to Pounds Sterling at a rate of exchange determined by Mastercard®.

I want to buy something for a higher price than the amount available on my Mastercard® card.  How do I do this?  

You can part-pay for goods and services using your new Mastercard® Incentive Award Card.  We recommend that you present your Mastercard® Incentive Award Card as the first means of part-payment and inform the cashier of the exact amount you wish to be debited to your card (which must of course be no more than the available balance).  Once this transaction has been accepted you can then pay the balance by any other means (cash or other card).

Are there any circumstances in which retailers won't accept my Mastercard® card?  

Provided the retailer displays the Mastercard® logo and you have sufficient prepaid balance available on your card then your card should be accepted.  However, please note that some merchants may require you to have an available balance which is greater than the value of the transaction you wish to make.  You will only be charged for the actual and final value of the transaction you make.  Merchants request this as they may need to access more funds than you initially planned to spend.  For example:

Hotels and rental cars - As merchants may not be able to accurately predict how much your final bill will be, they may request an authorisation for funds greater than your available balance.

Restaurants - You will need to have an available balance equivalent to the total cost of the meal plus 20%.  This is to accommodate any service charge that could be added to your bill.

Self service petrol pumps - Your card cannot be used at self service petrol pumps or to make payments for fuel in the form of petrol, diesel, oil or any other primary source of power.

Internet merchants -  Certain internet merchant sites will, on registration or at checkout stage, send a request for payment authorisation to verify if funds are available; this will temporarily impact your available balance.  Also please bear in mind that many sites won't deduct payment until goods are dispatched so please be aware of these variances on cleared funds when checking your balance and ensure that funds are always available to cover your purchases.  In certain circumstances we may decline requests for authorisation for security purposes.

In-flight purchases - Merchants may not be able to authorise your transaction if they cannot obtain an online authorisation from us.  Examples include on-board cruise or train charges and some in-flight purchases.


How do I find out my current balance and check previous transactions?

Download the MyEdenred app to make the most of your Incentive Award card, available for iOS and Android phones. It’s your pocket assistant to help you manage your card from your mobile phone with some handy features including: 

  • A balance checker
  • Retail map locators
  • Transaction history
  • Access to special promotions

To find out more about the app, click here or alternatively, click on the links below to download the app today:

Download on the App Store   Google Play

What do I need to do if I lose my Mastercard® card or it’s stolen?

Please click here. You will be liable for any unauthorised transactions that take place prior to you notifying us and these will reduce your balance. If there is a balance remaining on your card, we will replace your card and transfer the last balance onto it.

What do I do if a transaction in my account seems to be wrong?

If you think that a transaction is unauthorised or has been posted to your account in error, you may ask us to investigate the transaction by contacting Customer Services within 14 days of the date of the relevant transaction.  If the queried transaction is investigated and found to be incorrect the value will be refunded to your account.


Can I add my own money to my Mastercard® card?

No. You cannot make any top ups to the card yourself. The Company that gave you the card may choose to load additional funds to it at a later date, or it may be loaded just once depending on the type of award you are due to receive.

Activate Card

Login to your Incentive Award Card Account

Interested in Incentive Award Cards as a reward tool in your business?

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