Frequently Asked Questions

Prepaid is an innovative way to manage your money. A prepaid card looks, feels and works similar to a debit card, and can be topped up like a mobile.

Prepaid cards are NOT debit cards or linked to a bank account. Only the funds that have been loaded by the cardholder can be spent. There are no credit or overdraft facilities, and no fees/penalties from these services. Prepaid cards can be used at ATMs (cash machines), and purchase items wherever the MasterCard® Acceptance Mark is shown.

The On-X Go Prepaid Card is topped up with your money so you can only spend the amount you load. On-X Go enables the cardholder to load up to £650. Once you have loaded £650 onto your card you will not be able to load any further funds, however you can use the funds remaining on the card. For additional loading and spending power you can upgrade to the On-X Go Plus or Xtra Card at anytime.

The card is Chip and PIN enabled and has a unique MasterCard number, so you can use it anywhere you see the MasterCard Acceptance Mark - in shops, on the internet, at home and abroad. The On-X Go Card is valid for 12 months from the time of activation.

The On-X Go Plus Prepaid Card works just like the On-X Go Card but offers a maximum re-loadable balance of £1650. This card upgrade is only available to On-X Go cardholders. Once the card is upgraded it remains valid until the expiry date displayed on the card.

The On-X Go Xtra Prepaid Card is a personalised card that works just like the On-X Go Card, with a maximum re-loadable balance of £3000. This card is valid for 3 years.

You can purchase the On-X Go Prepaid Card instantly at various retail outlets throughout the UK or online. No identification is required to purchase, however you must be at least 18 years old.

On-X Go Plus or On-X Go Xtra are available online, your identity will need to be verified in order for you to receive these products.

If you have applied for the upgrade to On-X Go Plus, when your application is successful the limits on your card will be instantly increased and you can continue to use your card. For the On-X Go Xtra you will receive a new personalised card within 28 days. You can continue to use your current On-X Pay & Go Card during this time however once you receive your new personalised card you be able transfer the remaining funds to your new card (as per the card instructions sent to you). Once the funds have been transferred the original card will cancelled and should be disposed of from that time.

You must be at least 18 years old, and be able to provide proof of UK residence.

You need to be at least 18 years old to apply, and able to provide proof of age if required.

Once you have activated your card you will need to call 0844 855 2464 to obtain your PIN. Please have your 16 digit card number and access code available before making the call. Your access code will be provided to you when you purchase your card.

If you are upgrading to the On-X Go Xtra Card you will need to activate your card, and retrieve a new PIN, as per the instructions above. If you wish to change your PIN this service is available at most UK cash machines.

If you encounter any problems retrieving your PIN please call our Customer Service on 0871 231 3554. Calls cost 10p per minute.

Yes, you can change your PIN at any ATM that offers this service.

You can top up in the following ways:

- Online (credit or debit card)
- Post Office
- Payzone
- Mobile (available to On-X Go Plus and On-X Go Xtra Cardholders only)
- Standing order (coming soon)

Online transfers take approximately 2-3 hours to load. If you load via a Post Office it may take up to 2 working days to credit to your card.

You can use your On-X Prepaid Card wherever the MasterCard Acceptance Mark is displayed, in shops, online, abroad, over the telephone and mail order.

Every time you use your card your balance is electronically checked at the time of purchase to ensure there are enough funds to cover the transaction. In some circumstances your card may be declined because there is not enough money available. This security feature exists to protect you from spending monies that you do not have. However, some transactions are performed offline and will not be reflected onto your card balance immediately.

Fees and charges for an On-X Pay & Go Prepaid card:

1. Card issue fee - provides you with a card.
2. Card Top up/load fee - enables the cardholder to load money onto the card. The fee will differ depending on the type load, such as credit card or from a bank account which may incur external fees.
3. ATM withdrawal fee - there is a charge for withdrawing money from an ATM (cash machine). ATM charges may vary.
4. There are no monthly service charges.

Other fees and charges can be found on the 'Fees' page.

Yes, you can withdraw money from most cash machines worldwide, providing the MasterCard Acceptance Mark is visible. Withdrawals are charged at £2.00 per cash machine withdrawal in the UK. If you are outside the UK you will be charged 2.75% of the transaction value (plus additional cash machine network charges). Please refer to 'Fees' for further information.

Yes, you can use your card worldwide, providing the MasterCard Acceptance Mark is visible. Transactions and withdrawals are charged at 2.75% of the transaction value when you are outside of the UK (plus additional cash machine network charges). Please refer to 'Fees' for further information.

Yes, you can use your card at any retailer that accepts MasterCard.

Yes, On-X Prepaid card can be used to make any regular payments for subscription that accept MasterCard.

Load amounts at a glance:

On-X Go* Maximum daily load - £300
Total maximum load - £650

On-X Go Plus Maximum daily load - £300
Total maximum balance - £1650

On-X Go Xtra Maximum daily load - £300
Total maximum balance - £3000

*Non-re-loadable once you have reached total maximum load amount

Once you have activated your On-X Go Prepaid Card you can then apply for the upgrade to the On-X Go Plus or On-X Go Xtra Prepaid Card by completing the online application. You will be asked to provide some forms of identification and proof of age to complete this process. If you are upgrading to the On-X Go Plus Card you will retain the same card and once your payment and application are successful your card will be upgraded instantly with the new reloadable amount and extended card life.

If you are upgrading to the On-X Go Xtra Card and your application is successful you will receive a new personalised card within 28 days; this will also include instructions regarding how to activate and how to transfer any remaining funds to your new card. Please keep your current On-X Go or Plus Card and only dispose of it once you have activated your new personalised card.

For added security purposes your new personalised card will require a new PIN. You will need to activate and obtain your PIN by calling 0844 855 2464 (calls cost 6p per minute). Please have your 16 digit card number and access code available before making the call. Your access code will be provided to you when you purchase your card. If you wish to change your PIN this service is available through most UK cash machines.

Benefits at a glance:

On-X Go
- Maximum card load - £650 (non-reloadable once you have reached maximum card load)
- Card validity - 12 months
- Online top up (credit or debit card)

On-X Go Plus
- Increased maximum card balance - £1650
- Card validity - up to 3 years
- Online top up (credit and debit card)
- Mobile top up

On-X Go Xtra
- Personalised Card (includes your name)
- Increased maximum card balance - £3000
- Card validity - 3 years
- Online top up (credit and debit card)
- Mobile top up

Yes, you can access you card account online, simply 'Login' and go to the 'Your Account' section and you will be able to check your account details, statement and recent card transaction history.

You can also use Mobile Services to manage and check your account details, anywhere you are connected to your network provider. Please visit the mobile page for more information.

Yes, you can receive card account information such as balance, new PIN and report lost/stolen by SMS*. On-X Go Plus or On-X Go Xtra cardholders can also top up their card using their mobile phone.

*Each SMS costs 25p, and your standard network charges apply. Check 'Mobile Services' for more information.

To set up for top up simply register your On-X Pay & Go Card online, then proceed to the top up process using a payment card of your choice (debit or credit). You can store your card details for future top ups.

Although your On-X Pay & Go Card is a regulated by the Financial Services Authority (FSA) as electronic money, it is not covered by the Financial Services Compensation Scheme (FSCS).

Firstly check that you have activated your card online or by calling Customer Service on 0871 231 3554 lines open 9am - 5.30pm Monday to Friday. Calls cost 10p per minute.

If you've already activated your card, you have used it and it will not work, check your balance to see if you have enough funds. You may need to load more money onto your card. Also check your card expiry date, to ensure it has not expired.

If we have reason to believe your card is being used for fraudulent or illegal activity we have the right to cancel the card immediately. If you are still experiencing problems please contact our Customer Service.

If your details have changed please 'Login' and go to the 'Your Account' section of the site and update your details accordingly.

To change certain personal details - such as name or address - you will need to contact our Customer Service on 0871 231 3554 and you maybe required to provide documentary evidence of the change.

You can cancel your On-X Prepaid card by sending an email to us at help@m-cube.co.uk, or by writing to us at PO Box 54274, London W14 0ZA, and confirming that you have destroyed your On-X Prepaid card. If you require a refund you will need to notify us by writing 28 days prior to expiry.

You have a legal right to cancel your card at anytime. However you will be charged the Refund Fee if you do not request cancellation within 14 days of purchase. Once you have requested to cancel your card it will be blocked immediately.

We will arrange for a new card to be sent to you prior to the expiry of the card, providing you do not cancel your card and you have enough funds remaining to cover the renewal fee.