Gocash FAQ

What is gocash Multi Currency Travel Card?

Your gocash card is a Reloadable Prepaid MasterCard Travel Card that lets you pay for purchases or withdraw cash from ATMs and is your ideal travel companion. You can use the Card at locations worldwide where MasterCard is accepted electronically, including shops, ATMs, restaurants, hotels, online and over the phone.

The Card provides easy access to your pre-loaded funds, which can be stored in “wallets” in up to six currencies. This Card provides you with a convenient way to spend money overseas because it allows you to convert your funds to a particular currency in advance of making a Transaction. You can lock in your exchange rate when it suits you and know how much money you have to spend.

 

What are the currencies available to me and how many currencies I can avail?

Create different currency wallets in your Card Account in up to six currencies. Each currency you select will be held in a different “wallet” of your Card Account. You may choose to have a maximum of 6 wallets from any of the following currencies:

  1. United States Dollar (USD),
  2. Euro (EUR),
  3. Great Britain Pound (GBP),
  4. Indian Rupee (INR) ,
  5. Australian Dollar (AUD),
  6. Saudi Arabia Riyal (SAR),
  7. Canadian Dollar (CAD),
  8. Swiss Franc (CHF,
  9. Thai Baht (THB),
  10. Singapore Dollar (SGD),
  11. Turkish Lira (TRL),
  12. Malaysian Ringgit (MYR),
  13. Egyptian Pound (EGP)
  14. South African Rand (ZAR) and
  15. Hong Kong Dollar (HKD);

 

The USD wallet will be provided to you by default and you may select up to five more wallets.

You will be allowed to set Currency Priority in order to determine the wallet selection in case there is insufficient balance in one of the wallets.

Use the Card for a Transaction in a currency that is not offered by us. MasterCard will convert the currency at its own rate; such Transactions will attract a currency conversion fee of 3%.

 

Who is gocash Multi Currency Travel Card Suitable for?

A Card Account is a more secure and convenient way to access funds for anyone travelling outside the United Arab Emirates. You may obtain a Card Account if you are 18 years or over. You must have a residential address in UAE and satisfy our identification requirements upon application in order to obtain a Card Account. In order to purchase a gocash Multi Currency Travel Card, you will have to complete the registration formalities at any of the UAE Exchange branches in UAE.

 

Where can you use your gocash Multi Currency Travel Card?

You can use the Card to pay for goods and services in shops, restaurants, hotels and online, or to withdraw Local Currency from ATMs worldwide – anywhere you see the MasterCard Acceptance Mark. Depending on your travel requirements, you can load funds onto the various available currency wallets on the card. However, it is not mandatory for you to have money in a wallet with the currency of the country you are in to use the Card. You can use funds held in any wallet in any country. In such instances, different currency conversions will apply depending on the wallet being used from the card.

 

What do I need to do before I start using the card?

Please sign the back of your Card as soon as you get it and know your PIN. Your PIN is derived from your card number and the logic for identifying the PIN will be provided to you in the Welcome Letter that you will receive in the Card Pack provided to you at the time of sale.

You can visit the Customer Self Care Portal – www.gocashcards.com and complete your registration which will enable you to use the self care portal. The username will be your card number. Your initial password will be total 8 Characters in Length, the first 4 Characters are [First 4 alphabets of Your First Name + Last Name] and last 4 Characters is [Last 4 Digits of Your Card Number]. You will have to provide your birth date and your Card Pack ID (the unique number printed on the outside of the card pack provided to you) in order to verify your identity while logging in for the first time. You will be prompted to change the password after you login and you can choose your own password which can be used thereafter.

 

Can I change my PIN?

Please note that you cannot change the PIN. In case you forget your PIN, you can obtain a PIN reminder by calling Card Service Centre at +971 2 6355625 at any time. If you think your PIN has been compromised, please contact Call center immediately.

 

How do I use my gocash Multi Currency Prepaid Travel Card?

You can activate your card by calling the Card Service Centre after at least 2 hours after purchasing your card from the branches (non personalized). You can use your Card worldwide, at ATMs displaying the MasterCard Acceptance Mark, as well as merchants that accept MasterCard, including shops, restaurants and for online purchases. For personalized cards, please wait for the card to be embossed and deliver it to you. Upon delivery card can be activated and used.

 

How does chip and PIN benefit me?

The chip and PIN technology provides enhanced protection for you against counterfeiting and card fraud. This is because the embedded microchip is encrypted and virtually impossible to replicate. Using your gocash Chip and PIN card, every time you do a transaction, you will be prompted to enter your secret 4 digit PIN number by the merchant. The transaction will be successful only if the PIN is entered correctly.

 

How do I check my balance?

Simply go to the self-care account at www.gocashcards.com, after registration and you will be able to see your Card balance and view any recent transactions. Also, in most cases, the transaction alerts that you receive via SMS and email will mention the available balance after the particular transaction.

 

What is CVV and expiry date of the card and how can I view these details?

gocash card faq

 

How are fees and charges paid?

Where a fee is payable in a currency for which you have a wallet and sufficient balance, the fee will be debited from the wallet of that currency. This includes fees listed by us and fees charged by an ATM operator or a merchant (if applicable). If there are insufficient funds in that wallet, funds to meet the fee will be met from another wallet according to the currency order priority set up by you by applying the retail exchange rate current at the time. Any fees payable in relation to a Transaction will be added to the amount of that Transaction, and the total amount will be authorized together. Where a fee is payable in a currency for which you cannot have a wallet, MasterCard will convert the currency at its own rate and a currency conversion fee of 3% will apply.

 

What if my gocash Multi Currency Travel Card is declined?

If your Card has been declined, it is likely to be because the item you are purchasing costs more than the balance available on your card. If the merchant can support partial payments, you can pay the difference with another payment method. Please ensure that you inform the cashier before paying and confirm the amount you want to be deducted from your Card. The cashier should process your Card payment first, and then accept the remainder of the balance using other payment modes.

 

Should I use my gocash Multi Currency Travel Card to pre-authorize my hotel or car hire?

It is not recommended that you use your Card as a guarantee of payment for hotels, car rentals, cruises, etc. These companies may estimate your bill, and if you use your Card as a guarantee for the estimated amount, the funds will be temporarily unavailable to access or spend. You can of course use your Card to settle your final bill.

 

What is Currency Priority?

There is no need to worry if you do not have enough funds in the currency of the country that you are in as the gocash Multi Currency Travel Card will automatically take the funds from one of your other wallets so long as you have enough funds in one of your other wallets. The orders in which the funds are taken are based on the Currency Priority set by you. During the time of card purchase, the priority will be set on the basis of the order in which you select the currency wallets. At any later point of time, you can login to the Self Care Portal to change the priority as per your wish.

 

What is a Dynamic Currency Conversion payment?

Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving cardholders the choice of paying in either the currency of the country they are visiting or the card wallet currency. It is preferred that you make a purchase or ATM withdrawal in the currency of the visiting country. Please note that there will be an additional cost if the merchant transaction or ATM withdrawal is made in a currency which is different to any of the available Currencies on the Card.

 

How to reload your gocash Multi Currency Travel Card?

You can reload your Card from any of the UAE Exchange branches in the UAE. It is not necessary that you will have to be present in person to conduct the transaction. You can authorize a third party to do so on your behalf; however it is mandatory that he/she will have to be registered with UAE Exchange by completing the necessary requirements. You can top up each of the available wallets with funds as per requirement; there is a maximum limit per card which means that funds in all wallets combined cannot exceed this total limit. The exchange rate for this load will be calculated by UAE Exchange and may vary from time to time.

 

How to add more Currency Wallets?

In case you have not fully utilized the complete option of having 6 currency wallets, you can visit any UAE Exchange branch to add currency wallets until you reach a maximum of 6. You may then reload them from the branch or transfer funds between wallets (including the new ones) from the self-care portal.

 

What if I have to deactivation a particular Wallet temporarily?

From the options available in the Self Care Portal, you will be able to temporarily deactivate one or more wallets until you reactivate again. During the period of deactivation, the particular wallets will not be available for use and transactions will not be performed using these deactivated wallets. You can also do so by calling our call center number.

 

What is the number for gocash customer care?

Customers can contact call center at +971 2 6355625

 

What is the minimum Loading value onto the Card Account?

During the time of sale, you will be asked for a minimum initial load of AED 100 (equivalent value across all the wallets chosen); once the card is activated funds can be loaded to the card at any time.

 

How the transactions in foreign countries be calculated?

If you anticipate entering into a Transaction in a particular currency, it may be preferable to convert funds held in your Card Account to that currency in advance of making the Transaction.

When you make a Transaction overseas, or make a Transaction online in a foreign currency, we will debit the amount of the Transaction and any associated fees or charges from the wallet of your Card Account in the currency of the Transaction if you hold sufficient funds in that currency wallet.

Where:

(a) you do not hold any funds in your Card Account in the currency of your Transaction, or

(b) you do hold funds in that currency, but they are insufficient for the Transaction and any associated fees or charges, we will convert the amount of the Transaction and any associated fees or charges from the first of the other wallets of your Card Account which holds sufficient funds to fund the sum of the Transaction and any associated fees or charges in full to the currency of the Transaction. We allow customers to set priority to the wallet of currencies at the time of card issue. The customers can also change the priorities of the wallets at any time by contacting the card care center or from gocash multicurrency travel card website. If this occurs, the funds you hold in the other currency will be converted to the currency of the Transaction at a retail exchange rate. We will not provide you with a quote for this conversion prior to it taking place. The conversion may occur after the date on which the Transaction is made. This means that the retail exchange rate used may differ from the retail exchange rate applicable on the date the Transaction occurs.

A Transaction will be declined if you do not have enough funds in a single wallet to be able to process the Transaction and any associated fees and charges in full. The funds in wallets will not be combined to complete a Transaction.

When you make a Transaction overseas, or make a Transaction online in a foreign currency that is not is an available currency wallet selected by you, MasterCard will convert the amount of the Transaction and any associated fees or charges to United States Dollars at an exchange rate selected by MasterCard on the processing date. That exchange rate may differ from the rate applicable on the date the Transaction occurred and that applicable on the date the Transaction was posted. The USD amount will be debited, if you hold sufficient funds in that wallet. Where you do not hold sufficient funds in your USD wallet, we will convert the amount of the Transaction and any associated fees or charges to your highest priority wallet which holds sufficient funds.

 

What should I do if I lost my card?

If your Card or Card Details are misused, lost or stolen, you should notify us so that your Card can be cancelled. You may, however, opt for a Replacement Card.

A fee applies for requesting a replacement Card.  A replacement Card will be arranged after you notify us that you’re Card or Card Details are misused, lost or stolen and the misused, lost or stolen Card has been blocked. You will need to activate the new Card to use it.

 

6 Comments

  1. Branko

    Can one person have two gocash cards ?

  2. Rose Galinea

    I have a smartpay account but still I did not receive my card. Is it possible I can open a Gocash account?   

    Thank you.

  3. UAEX Support

    As of now the Gocash Prepaid MasterCard can only be purchase/ reloaded from our branches of UAE Exchange in UAE. Also you may contact our card services centre on 02-6355625 for further assistance.

  4. GANIYU OLASUNKANMI OLANIYAN

    Dear sir,
    i want to ask a question is it possible for GOCASH holder’s to deposit fund into the card account through e-currency ex-changers such EGO PAY, WEB-MONEY, etc. 

    i will be very glad if my comment was considering under your reputable comany

    thanks

    sincerely customer
    olaniyan

Leave a Reply